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 The knowledge base for canceling an account is outdated (please cancel my account)

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h1443206



Posts : 4
Join date : 2012-08-06

PostSubject: The knowledge base for canceling an account is outdated (please cancel my account)   Sun Dec 30, 2012 2:07 pm

I've sent in an email to the support@cryptocloud, but why can't i cancel an account on my own? the knowledgebase suggests you are able to, but the section that it refers to doesn't exist. Like many things on this forum and on the website, things are out of date and wrong.

Here's the email I sent to cancel my account. I have no idea if it will ever get read or dealt with, since so many things on this forum, through the support tickets, and through email never get dealt with. Despite getting a "monthly" invoice today (I'm not a monthly subscriber, and my quarterly due date isn't until January 3rd), I've gone ahead and severed the automatic payment for my account. I hope this is ok, because I have no idea how to cancel my account in time since, once again, nothing gets dealt with anymore.

"I am trying to cancel my cryptocloud account. The service has not improved since the server upgrades, and support tickets go unresolved. Now, my account was switched to a monthly membership WITHOUT my request or permission, and MOST IMPORTANTLY my username, email, and password were all sent in plain text via an invoice which is totally unacceptable for a security service. The knowledgebase that explains how to cancel my account is out of date, as there is no "Products and Services" section in billing.cryptocloud.com right now. "
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user55



Posts : 1
Join date : 2012-12-30

PostSubject: Same Issue, Same Request   Sun Dec 30, 2012 7:55 pm

I have also had this problem, receiving two notices today informing me that a monthly bill was due and then half an hour later an overdue notice with my email and password in plain text. On reflection, it's possible that the 'Request Cancellation' link is not available because the account shows I owe money, but as this is incorrect there is little I can do to rectify the situation myself. The text of the email I sent to support is below, please act on it to cancel my account.

To whom it may concern,

I recently received and invoice and an overdue notice (shown below this message) within thirty minutes of each other, asking me to pay the monthly fee for cryptocloud access – surprising, as I am a yearly customer with a renewal due in August. Far worse, though I have redacted it below, my username, email and PASSWORD were sent in an unsecure, plain text email – I would expect that from a startup selling children’s toys, not a security service.

As a result I wish to cancel my account with cryptocloud, but the process described in your knowledge base does not work. Please cancel my account immediately, and refund the remaining amount from my subscription.

Thank you for your time.

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Pattern_Juggled
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Posts : 57
Join date : 2012-08-04

PostSubject: Re: The knowledge base for canceling an account is outdated (please cancel my account)   Sun Dec 30, 2012 10:02 pm

user55 wrote:
I recently received and invoice and an overdue notice (shown below this message) within thirty minutes of each other, asking me to pay the monthly fee for cryptocloud access – surprising, as I am a yearly customer with a renewal due in August. Far worse, though I have redacted it below, my username, email and PASSWORD were sent in an unsecure, plain text email – I would expect that from a startup selling children’s toys, not a security service.

As a result I wish to cancel my account with cryptocloud, but the process described in your knowledge base does not work. Please cancel my account immediately, and refund the remaining amount from my subscription.

I've got a copy of your support ticket open on my desk, User55, so no worries. The cancellation is being processed this evening, and we'll contact you with a confirmation once it's complete.

As to the password reset procedures, I've posted some thoughts on that in this thread from earlier today - the question of passwords, and password management, is a thorny one. Not only for manufacturers of children's toys but even for security services like ours.

The new billing system has been slowly integrating itself with the current customer base and, as today has rolled out, there's been a few examples of crossed wires. No question. We're working through them this evening, one by one, to get everything resolved. Our genuine apologies for the hassle: no matter how much preparatory work goes into upgrades like this, it seems all but inevitable that there's at least a small handful of hiccups. Not an excuse, just a lament I suppose. Crying or Very sad

Cheers,

- Pt_jD
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Pattern_Juggled
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Posts : 57
Join date : 2012-08-04

PostSubject: Re: The knowledge base for canceling an account is outdated (please cancel my account)   Sun Dec 30, 2012 10:09 pm

h1443206 wrote:
Like many things on this forum and on the website, things are out of date and wrong.

No question there's a whack of stuff that needs updating - and is in process of being updated, in fact. That said, we're doing our best to shift folks over to the new customer forum where we're posting the most detailed updates on the new Cryptocloud Dashboard and other such things.

At some point we'll turn this forum here off, as it is a bit stale and - err - rusty around the edges. On that, we're in 100% agreement. clown

Cheers,

- Pt_jD
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