Hello James,

I am Athanasios from MassiveGRID's Client Success Department.

I would like to thank you for taking the time to review our services. Please allow me to clarify some things regarding your situation.

Our PaaS environment allows you, yourself, to handle the issues to which you refer. The statement that "you'll receive invoices endlessly" is untrue; we would like to make sure that it is not implied that we invoice clients against their will. We understand and we are sorry for your frustration, however evaluating MassiveGRID in the worst way in all aspects seems inaccurate and thus negating the whole purpose of a review. Please let me clarify further.

Regarding your account, we cannot just close a client account, as this could create accounting discrepancies. Since you were using and paying for our services, closing your account would be illegal, as it would allow neither MassiveGRID nor you to prove the existence of a legal collaboration, nor would it allow an accurate depiction of fund movements. Also, in case you based an app or website on a PaaS environment connected to your account and we were to delete your account, this could bring your app or website down permanently.

However, this has nothing to do with your daily charges and invoices you received beyond that. It seems that you created a PaaS environment with features that enable daily charges. In order for this to stop, you could have simply disabled this feature or deleted the environment altogether If you didn't want to use the service any longer.

Also, you received these invoices because you had enabled the auto-refill option at your PaaS account. Of course, since you did not use the resources, the invoices were not mandatory to pay. The resources would be deployed only If you were to pay the invoices. The auto-refill option that you enabled, allows you to utilize resources right away If needed, so that you may not experience service continuity issues. You could have simply just disabled this feature with a click.

If you require further assistance, please remember you can follow up via the ticket you have opened with us and we'll be happy to help.

Thank you for your time.

I requested a service cancellation over 6 months ago, this remains outstanding. Meanwhile I'm receiving invoices for said service. I've opened support tickets about this however my requests still have been if ignored. In response to my most recent support ticket I simply received a reply stating the support and billing email addresses were no longer being checked. I can provide evidence of all this. Believe me I don't leave negative reviews for fun, but I'm seriously lead to believe this is a scam.

Hello James,

Thank you for providing us with your side of the story, it will help us understand our clients' challenges better and provide even more meaningful solutions.

From our ticketing system we can extract the following information;

i) A service cancellation was not requested. Technically, a service cancellation is not the same as closing an account which involves different procedures and leads to different outcomes. Closing an account while its service is still active would be highly irresponsible of us, as it could bring down any active projects. Please, keep in mind that we respect your privacy and do not have access to your environment without your consent, as a result we are not capable of viewing whether your environment is actively offering a service online.

ii) We received the first ticket regarding your issue on May 30th 2019, not six months ago. We replied to your request in 10', however you didn't get back to us until August 13th 2019.

iii) On your reply, you stated your issue with invoices being generated. We replied that this happens because you have enabled the auto-refill option in your PaaS environment, along with daily billed features (eg. IPv4). We also offered to provide instructions on how to overcome this challenge. We did not receive a reply on how to further help since then.

We have created a new ticket with you, providing you with detailed instructions and information to help you. You will find instructions on how to:

a) Delete your PaaS environment
b) Disable the auto-refill option

We really hope that helps. Ideally we would like to keep all of our thousands of clients worldwide happy. We are sorry that these specific circumstances did not allow this to happen for you.

We'll be available to help with any choice you make.

Again, thank you for your time.

Kind regards,
Athanasios

I requested the service cancellation over six months ago.

James, in case you didn't read my previous reply, I quote again:

"We received the first ticket regarding your issue on May 30th 2019, not six months ago. We replied to your request in 10', however you didn't get back to us until August 13th 2019."

In case your information indicates that you asked for cancellation six months ago, please share it with us and we'll be happy to look into it.

Also let me remind you that you asked us to "close your account" while there was an active service on it. You didn't ask for service cancellation. Also, service cancellation doesn't apply on a one-time PaaS recharge card. It is not a subscription, but a one-time transaction. You bought the card, set-up an environment, used the resources and then asked us to close the account, while keeping it active.

If you need more help understanding our PaaS environment, please view this 2' video: https://www.youtube.com/watch?v=d8TYOx2NjvQ

Hope this helps!

Regards,
Athanasios

Well that's clear as mud. I've got an email here dated 19th March from you confirming the cancelation request had been received. So you're right about one thing, it's only 5 months ago.

Hello James,

This is an automated e-mail generated by our system, validating we received your request.

However, your purchased a one-time recharge card for your PaaS environment. Based on that card, you utilized the funds ($5) to gain access to the resources of your environment. Once you deployed your PaaS environment the card's funds started being consumed, based on the features you added to your environment. Since PaaS recharge cards are one-time transactions, service cancellation does not apply on them. It is not a subscription-based service. There is essentially nothing to cancel. It is impossible to cancel something that is done, rather than something that is planned, for example a subscription. Since cancellations are managed automatically by our system, your request was essentially ignored because it did not apply on your product. We apologize for not informing you earlier that there is no way to cancel a one-time transaction.

If you needed a refund, you could have simply opened a ticket with our Billing Department. Of course, refunds are not handled automatically as opposed to subscription cancellations and a ticket would need to be opened.

Thank you for your time.

Regards,
Athanasios