JustCloud
Complaint 313375 Details

Very unhappy JustCloud customer and worried that others are at risk using this service.

The Facts:

1) My account was put on hold (no longer backing up my computer) because I went over the "unlimited" threshold (which is not quantified anywhere on their site). This happened sometime in 2013 (None of my 2014 files have been backed up - at least 3 months worth of stuff).

2) No one contacted me to inform me that my account was placed on hold and the JustCloud software was indicating that my computer was continuing to be backed up every single day for the past several months (even though it was not backing anything up).

3) Policy on their site says that I should have been contacted. Per site: "If we have any concerns about your account, we will contact you via your verified email address. If we believe that a customer has breached these terms, we simply ask them to migrate their account to a Business Account. Generally, we provide customers with a minimum of 30 days to either upgrade or move their data"

4) I spoke with a supervisor on Friday and he said he was unsure why I was not notified and he apologized and offered me 3 months of business backup service for free. He also informed me that he would be sending me emails to confirm all of this and to confirm that he was going to follow up with all customers in similar situations to ensure that they know that their files are not being backed up. I received no emails and when I called back, there were no notes in my file about our conversation.

I am concerned about other customers that are paying and relying on their service to back up their stuff. If I had lost something important I would be suing them right now and I feel that the company is setting itself up for this situation. How they not have controls in place to catch this kind of mistake? And when it occurs, it is obviously not taken very seriously.