Report: #1081706

Complaint Review: Rackspace

  • Submitted: Wed, September 04, 2013
  • Updated: Wed, September 04, 2013
  • Reported By: Sad2LeaveRackspaceCustomer — Portland Oregon
  • Rackspace
    1 Fanatical Place, Windcrest, TX 78218
    Windcrest, Texas

Rackspace internet hosting company Windcrest Texas

Show customers why they should trust your business over your competitors...

 I just canceled my Rackspace hosting account. My account was charged over $600 in one month and it is normally no more than $30 a month. Apparently, my site was compromised and the hacker instructed the server to flood other servers. I had my site created and coded originally from scratch. The account manager stated I still owed the $600 because it is in my agreement and my site was a bad site. So, basically, no matter if you have a good site or bad site and it is hacked, you owe for the usage even if the usage was not what you intended it to be.

This is outrageous. Even the best sites are hacked, so do they too pay for the usage that is not intended? No bank would ever charge its customers if their credit or debit cards were stolen or cloned and items were purchased without the customer's authorization. So, why should Rackspace be any different?

This is a copy of the complaint letter sent. I am sure it will not matter with Rackspace or anyone else. But, this report is to let everyone know, if it happened to me, it could happen to you.

Complaint letter:

I am writing out of disgust from my recent Rackspace customer service experience. I have been a customer for at least 2-3 years. I had (and keyword is had) a site hosted with Rackspace. I no longer have this site. The reasons are below:

First, today, I went on my site to check my email, as this is what I really use the site for. The site was very slow, so I checked Rackspace. When I checked the usage overview, its stated $607 for bandwidth out. This has never in the entire life of the site been that much. My monthly statements show that I have never had such usage. The site is merely for informational purposes.
Second, when I contacted the support department via chat, I was directed to the billing department. This was the wrong department since the bill had not yet finalized. So, I was forwarded to an account manager. After explaining the situation, they put in a ticket and I also put in a ticket.
Third, someone investigated the issue and found out that my site was compromised. Someone had hacked into my site and instructed the server to flood other servers. I am not sure how or why this occurred. But, it did. Rackspace suspended my account. I asked for help on how to correct this; they stated that I had to do something on my end. So, I tried again getting help. Yet, to no avail. I was told it was my fault because my security on my site was bad. This was not true. I had the site created from scratch and coded uniquely.
Finally, after getting nowhere with the last conversation on my site being bad, the last person (a male account manager) stated I still owed $607 for the usage even though it was hacked. I was very upset. This is like someone stealing your credit card and charging items you did not pay for and your credit card company and/or bank states you still owe the money. He insisted its in my agreement. If this is so, Rackspace has a very unusual clause that makes no sense if a site is a victim of hacking. There should be an exception there somewhere and free specialized and actual technical assistance in correcting the issue. This would help keep sites secure and the servers secure and customers happy.
I will be reporting this to whomever listens as everyone need to know what happens when your site is hacked with Rackspace. Rackspace has a very unconscionable clause. Who is to say that someone did not hack my site in order for me to pay Rackspace or some high bill to redevelop my site? Again, there are so many scenarios around hacking that Rackspace's agreement does not account for it. Bottom line, if someone's site is hacked, don't charge them. Besides, no one hacks his or her own site for the fun of it then to owe major fees. Who does that? I don't and I don't have time for this.
Sincerely, from a sad to leave Rackspace customer but glad I found out before it is too late,
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This report was posted on Ripoff Report on 09/04/2013 04:36 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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