monica b.

I am very disappointed and disgusted with Carbonite. After spending over an hour on the phone with a customer service rep who took over my computer and determined that I should receive a credit of $148.00 and a refund of $284.00 I did receive my credit but never received my refund. They are now claiming that the employee made a mistake and the refund was not approved. Since they record all calls I encouraged the manager to listen to the entire hour long call. I clearly confirmed with the rep that YES I was getting a credit of $148 and a refund of $284. I told the manager he was happy to listen to the call since they are all recorded. I told him I expected him to apologize, and give me my refund. He said that no matter what his employee said to me I would not be receiving a refund even if I was promised one! The $284.00 refund was due to Carbonite continuing to charge me for an old computer that had not been backed up since 2016! The company sends out numerous misleading emails about your data being at risk of not being backed up, etc. I understand that some of this was my fault since I was stupid enough to pay the invoice. But, I tend to panic when I think my data is NOT being backed up. So, I continued to pay on a computer that had been destroyed. My main reason for being so mad is the refund was offered to me and I was quite happy about it. The refund never came. When I called and stayed on the phone for another hour, wasting my precious time, I was told that no matter what the employee (Cameron) said I would not be receiving a refund. But, rest assured they would speak to him. Unreal! This was after I transferred my license from another computer to my new laptop. Carbonite never transferred the license (I had $148 left on that subscription). So, in a panic due to my new computer not being backed up I purchased an entire new subscription the next day. When I realized what had happened (1 day later) they refused to refund me the $148.00 and told me I must take a credit that I would not be able to use for 2 years! So rude! I am just in shock that they would treat a good customer this way. So in the end I am getting a refund for the new "mistake" subscription but ended up being cheated out of the $284 refund and then some. I will never do business with them again! They are very dishonest and send misleading emails to try to get you to accidentally buy a new subscription. Just a terrible company all the way around!