I have been a customer of Mozy for several years now. In fact, if you know me personally, or follow me on Twitter, the chances are excellent that I have recommended them to you. I’ve had a couple problems, but overall, I’ve been happy with the service, and it was very reasonably priced.
Last week, that changed….
I noticed that my backup had been failing for the last several days, so I did a Twitter search for Mozy, which revealed the annoying fact that Mozy had decided to do away with their unlimited plan. I did the math on how much their new plans were going to cost me, and determined that it was going to be several hundred dollars a month. Um, NO! Given the facts that the service was not working and I was going to have to move anyway, I signed up with CrashPlan, and am in the process of moving all my data there.
This is where the story goes from mere annoyance to RAGE. Using the Mozy login system, you are able to cancel your account, but it does not give you a refund. According to their knowledge base, if you want your money back, you have to open a case with them. Stupid, but ok, off to their live chat system I go. I nicely explain to the guy who picks up my request that I no longer have the card that I used to pay and need to figure out how to proceed. Their answer:
Removed for agent privacy: do you still have those old credit cards?
Removed for agent privacy: or cards?
Me: i have moved to a new bank.
Removed for agent privacy: ok. the only way for us to cancel and refund the money is to issue a refund on the card that we still haveon file. So since you ahve moved to a different bank, you will ahve to call your old bank and file for a dispute, they will see the credit on that card in 7-10 business days. The reason we can add a card now is becasuse it has already charged for this month, and due to money laundry laws we cant refund to the MasterCard
Removed for agent privacy: do yo know when you created the account for verification?
Me: Then you need to send me a check.
Me: telling me to call a bank i no longer bank with is not a solution
Me: I no longer have a relationship of ANY kind w/ that bank.
Removed for agent privacy: yes, you will ahe to call the bank and let them know there has been a refund on the card, and they will issue you a check, and the reason we can’t i due anti-money laundry laws
Me: THEN YOU can send me a check.
Removed for agent privacy: i cant becasue the anti money laundry laws
Me: I should NOT have to contact an old bank for you to refund me. that is unacceptable.
Removed for agent privacy: its the law
Me: you can refund via check. I used to sell merchant accounts
Me: and i work in the same industry.
Me: that is not money laundering.
Removed for agent privacy: im sorry this is th only way to have the refund issued
Me: Then i will be contacting the BBB. I know what you are saying to be false.
Removed for agent privacy: you havent verified any information for me to even identify who you really are. Once you can verify the last 4 digits of the credit card we can issue a refund from you and teh bank can cut you a check
Me: I DONT HAVE THE CREDIT CARD.
Me: I CANCELLED MY ACCOUNT WITH THIS BANK.
Removed for agent privacy: yes but the information is avalable by contacting the bank
Removed for agent privacy: even if has been canceled
Me: Ok, so I’m logged IN TO MY ACCOUNT to make this case. how is that not authentication? I can click on cancel account from a screen that i am looking at….except you people will keep my money.
Removed for agent privacy: that does not mean anything that you can be logged in, a vaild form to identify that you are you is by the last 4 digits of the credit card
For the record, I called my old bank, and an attempt to refund to the closed card would fail. I’ve filed a complaint with the BBB, so hopefully they can help me get my money back. Interesting how I’m totally ok to cancel via this online, without authentication…..if I let them keep my money.