Reply from Rad Web HostingJan 23, 2025
Thank you for confirming your identity. We will be happy to discuss the events and steps you took that have you so upset.
How it started? You contacted us requiring emergency migration out of your current host, who you claimed had locked your account and was no longer responding to your support requests.
We do provide complimentary migration service for our clients who need to move their websites from a previous hosting provider. In order to provide this service, there is a form to be filled to give our support team access to your hosting account/server.
Despite having not provided any of the information we require for migrations (such as cPanel logins or SSH/FTP credentials), we managed to migrate all accounts using only a web-based GUI to manually download archives (a multi-hour process-due to the limitations of the web-based interface).
Upon completion, we reminded the client once again to update their Nameservers/DNS records at their domain registrar with the values we provided, and that the sites would not resolve to the new server until this step was taken.
This proved an impossible concept for the client, who rather than make the necessary changes on their end, would repeatedly initiate chat sessions and open support tickets to tell our support techs that we'd broken their sites or threaten a number of different legal actions.
Each time the user was given as detailed of instructions as possible of how to make the required changes to his DNS or nameservers that would solve his issues. And each time, these instructions were ignored entirely and were met with hostility/arguments to the extent that "the sites were working before the migration, therefore, we had broken the sites".
Eventually, after several days of needless frustration, the user managed to make the required DNS/Nameserver updates.
Later, the user disputed payments with their financial institution, falsely claiming they did not authorize the payments. This violates the Terms of Service, and the account was locked to prevent further access until they bring their account back into good financial standing.
While we always look to provide above-and-beyond support to our clients, we zero-tolerance for fraudulent chargebacks, abusive behavior towards staff members, or making false and slanderous claims.
Sorry to whichever provider has to deal with this special individual after us! 😬
