Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:21/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This involves inappropriate & unauthorized collection, use, & disclosure of personal info (emails and credit card), & inadequate protection of personal info. I was a member of the strata council (BCS ****) from Sept 2020-April 2023. When I joined the strata council in Sept 2020, I started using email ************************ thru ****** as a council member. The email domain was created thru ****** for council member use; the domain and emails were free. When needed, the council used Cystechs Solutions (CS) for assistance in adding new emails & resetting forgotten passwords on an as-needed basis. The strata does not have a contract with CS; they charge the strata on an hrly fee basis. In Jul 2022, *****, the owner of CS, told me that ****** changed their user policy for non-gmail.com emails, resulting in a monthly user fee starting Aug 1, 2022. ***** said I needed to add a credit card onto my ****** acct to keep it active. I provided my credit card to ***** & ****** started charging a monthly fee in Aug 2022. Prior to the stratas AGM on Apr 27, 2023, I decided not to run for re-election. On Apr 27, 2023, I asked CS to securely delete my email acct & remove my credit card from my ****** account & CS confirmed that both had been done. However, on June 1/23, I noticed a charge on my credit card from ****** & contacted CS. ***** told me that *********************, a current council member contacted him on June 8/23, requesting that my email acct be recovered, my emails be provided to her, & that my credit card not be removed from the ****** account. This is a serious privacy breach of my personal info & unauthorize use of my credit card. I used the email for both strata and personal matters. In addition to the serious privacy breach, ***** used my credit card without my authority. I have asked ***** for CS's privacy *********** has ignored my request. As a third-party standalone IT service provider who has access to personal info, this is very concerning & problematic.

  Business Response

  Date: 28/06/2023

  Dear Better Business Bureau,
  
  We appreciate the opportunity to respond to the complaint we received and address the concerns raised. Our objective is to provide a clear and concise response to ensure a thorough understanding of the matter.
  First and foremost, we want to reiterate that our company, ******* Solutions, maintains that we have acted in accordance with our responsibilities and have not engaged in any wrongdoing. The complaint relates to a Strata business matter involving an ex-strata council member and the new strata council. As an IT service provider, we offer IT support services to the ****************** and its current and ************* Council members. We have been providing our services on an hourly rate basis since 2009.
  
  The core issue revolves around the use of a ****************** email address by the complainant during their tenure on the ************** while working for the ******************. While we initially received information from the complainant indicating that the email was used for both personal and strata-related matters, we acknowledge that we have not independently verified this usage. Therefore, we will refrain from commenting further on this aspect.
  
  Regarding the setup of the Strata emails, we want to clarify that it was authorized, directed, and initiated by the complainant during their time on the **************, representing the ******************. Our technicians provided remote assistance in setting up their ****** Workspace account, with the complainant entering their personal information and credit card details on their own computer. Our company policy strictly prohibits the collection of personal information and credit card details, and we have never had access to such information. Any allegations of inappropriate and unauthorized collection, use, and disclosure of personal information or inadequate protection of personal information are unfounded.
  
  With regard to the complainant's concerns about unauthorized use of their credit card, we want to reiterate that our company does not process unauthorized payments or have the ability to charge credit cards. As part of the ****** Workspace payment system, a credit card is required for automatic monthly payments. We advised the complainant to contact the current ************** to replace their credit card information with a new card to remove their credit card from ******'s payment system. Our company does not have the authority to handle such matters independently and relies on directives from our client, the current **************, to proceed with any changes.
  We would like to inform you that as of June 20, 2023, we have received directives from the Strata, and we have taken action to remove the complainant's credit card from the ****** Workspace account. We consider this matter resolved in that aspect. However, the ****** Workspace data belongs to the ****************** under the directive and authority of the **************. We would only perform authorized functions accordingly as IT Administrators for the Strata. Unfortunately, without our client's directives, we cannot provide any further assistance in this regard.
  
  We want to assure you that we take complaints seriously and maintain a commitment to providing excellent service to our clients. Over our 20 years in the IT business, we have never received any complaints from our customers. Our clients place their trust in us to protect their business and information, and we strive to uphold that trust.
  In conclusion, we firmly believe that the complaint's allegations of wrongdoing on our part are false and inaccurate. We have acted within our responsibilities as an IT service provider to the ******************. We hope that this response clarifies the situation and addresses the concerns raised by the complainant. If you require any further information or clarification, please do not hesitate to reach out to us.
  
  Thank you for your attention to this matter.
  
  *************************************
  Cystech Solutions