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:11/09/2022

  Type:Service or Repair 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.

  In April 2021, *********************** moved from using an email hosting service to hosting our own email. The company that we had previously used for email hosting was Fiberpipe. That hosting service had been sold to *******. After notifying ******* of our cancellation of services in April 2021, we no longer received a monthly statement. In February of 2022, we received a call from *** with ******* telling us that we owed them $150. We were told at that time that they were still billing us a $10 monthly service charge. Since that service had been cancelled nearly one year prior, it seemed that they had made an error and we presumed that it would be resolved. In August 2022, another call was received from *******, again wanting $150 on the cancelled account. Again, they were told that this was an error on their end and we thought that it would be rectified. We recently realized that one of our members (***********************) had been sending emails to the church and we had not received them. He called his email hosting service (*******) and was told that they had blocked his emails going to St. *********, as we didn't pay our bills. Since the error was on the ******* side, that kind of communication could be considered slander. At best, since he is their customer, they really shouldn't be blocking his emails.

  Business Response

  Date: 12/05/2022

  *******, here is the data regarding ********************
  
  
  1:  Every cancelation at ******* is given a cancelation number.
  
  
  2:  Account was suspended on the ******* side **** 30,2022.  The stated reason for the suspension is as follows:  "customer requested account closure, customer hasn't paid in months and will be required to bring account current before this can go back live.
  
  
  3: Based on the data St Michaels did not close their ******* account until **** 30th 2022.
  
  
  4: Based on how the internet routes,  If ******************** moved to an in-house email server, and didnt close their account with *******, then ******* and other ******* customers, including ******* invoicing email would be delivered their ******* provided account based on the routing pre-defined that is in the ******* system.  This pre-defined routing would have sent that email to the local account hosted by ******* for St. Michaels, and not to their new internal email server outside of the ******* system.  These pre-defined routes (mx records) exist in our system until the account is closed and the *** records are removed.  I show that sometime prior to account suspension the customer changed their mx record to point to their hosted outlook.com account.
  
  
  5: ******* was not blocking ****************' email to St. *******.  Where **************** email is ********************* and fiberpipe.net is in the same infrastructure as St. Michaels *******, its very likely that **************** emails were being delivered to the St. Michaels ******* account.  If Mr ***** email failed because of a policy based issue, Mr ***** would have received a bounce back stating why the email was not accepted.  This is an industry standard and acceptable procedure.
  
  
  6:  I can not definitively say if ******* or ******* staff stated to **************** that ******************** account was suspended and the reason it was suspended.  Typically that information is not discussed to a 3rd party.  Regardless of if that statement happened or didnt happen, Its not your stated slander if its true.   
  
  
  7:  I know one of the questions that was ask to St. Michaels was for them to provide the cancelation number referenced in the above statement number 1, Of which they could not provide the cancelation number.
  
  
  8:  The customer has financial responsibility for any open account until it is closed.   Abandonment of an open/active account doesnt absolve the customer of their financial responsibility until the account is closed.
  
  
  9.  At the time of writing this email, ********************, has not paid their bill and the account shows that there is $150.00 due to *******.  The invoice for this shows that there were 15 months unpaid for Email and *** hosting.   Emails were being sent to ***********************************