| Name of Complainant | |
| Date of Complaint | August 5, 2024 |
| Name(s) of companies complained against | Provider.lk |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
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I am filing this complaint against Provider.lk due to a series of unethical practices, service failures, and unprofessional behavior that have significantly disrupted my business operations. Below are the details of my experience:
1. Initial Service Issue – 403 Forbidden Error:
Description: I encountered a 403 Forbidden error and raised a support ticket with Provider.lk. They reviewed their logs and indicated that the issue was with the code, which was related to a theme I purchased. I accepted this and resolved the issue by removing the theme and domain, despite this not being developed by me.
Impact: The error led to a temporary disruption of my website services.
2. File Upload Issue:
Description: After resolving the initial issue, I faced a problem uploading files to the server. I raised another support ticket, providing screenshots and detailed explanations. Provider.lk closed the ticket citing insufficient information without specifying what further details were needed. When I requested the ticket to be reopened, it was closed again without resolution.
Impact: My company website was down for more than a week, causing significant disruption to my business.
3. Unprofessional and Threatening Behavior:
Description: Instead of resolving the issues, the responses from Provider.lk became increasingly unprofessional. They issued threats to block my support access and terminate my account. Despite my efforts to communicate and resolve the issues, they responded with aggression and threats.
Impact: The unprofessional handling of my concerns caused frustration and distress.
4. Blocking Communication Channels:
Description: After communicating with them regarding the unresolved issues, I was blocked on WhatsApp, preventing further communication through that channel. Additionally, Provider.lk blocked my access to the support tickets I had previously opened, obstructing my ability to track the progress of my issues.
Impact: Blocking communication hindered my ability to seek resolution and further escalated the situation.
5. Refusal to Honor Refund Policy:
Description: Provider.lk has a stated refund policy for legitimate issues on their end. Despite acknowledging the server issues and account restrictions, they refused to issue a refund. Instead, they closed tickets and deflected responsibility.
Impact: I have not received the refund I am entitled to, despite being unable to use the services I paid for.
6. Closing Tickets Without Resolution:
Description: Provider.lk repeatedly closed support tickets without providing any resolution, even after I provided all necessary details, including screenshots and URLs. This pattern of behavior appears to be a deliberate tactic to delay and frustrate customers.
Impact: This has led to further delays and unresolved service issues.
7. Misleading and Avoiding Accountability:
Description: The hosting provider avoided accountability by repeatedly asking for new tickets to be opened instead of addressing the existing ones. This tactic seems designed to evade responsibility and prolong the resolution process.
Impact: This behavior has compounded the issues and resulted in a lack of trust in their services.
8. Potential Data Access Restrictions:
Description: There appears to be unjustified restrictions placed on my account, preventing me from uploading files and using the hosting service as intended. This could be a breach of contract if it impeded my ability to use the service I paid for.
Impact: These restrictions have rendered the service unusable for my business needs.
9. Unprofessional Communication and Behavior:
Description: The hosting provider’s communication has been unprofessional and aggressive, culminating in unjust threats to terminate my account and block access to support.
Impact: This behavior is unacceptable and contrary to standard customer service practices.
10. Lack of Transparency and Support:
Description: The hosting provider has demonstrated a lack of transparency in their operations and responses. They have not provided clear reasons for the issues and failed to offer a straightforward path to resolution.
Impact: This has further complicated the situation and caused significant stress and inconvenience.
Conclusion:
The issues I have outlined have severely impacted my ability to run my business effectively. Provider.lk’s unethical practices, service failures, and unprofessional behavior have led to a significant loss of time, resources, and trust. I request that appropriate action be taken against Provider.lk, including a full refund and penalties for their misconduct.
If the situation is not resolved by the end of the next working day, I will proceed with legal action and further complaints to other relevant authorities.
I have attached all relevant screenshots and documentation for your reference.
Thank you for your attention to this matter.
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