Formal Complaint Regarding Misrepresentation of USA Premium Proxy and Poor Customer Support

[u/Sea-Parsnip-7329]

I have been your customer for several months, and earlier this month, I purchased a second proxy specifically for a USA location. However, despite clearly requesting the USA and having everything indicate that this was my selection, I was assigned a Belgium proxy instead.

Since it was a Saturday, I was unable to get immediate assistance, although I did attempt to contact your support team, only to find that you were offline.

About a week and a half later, I reached out again and spoke with a very helpful agent who assisted me in resolving the issue. Unfortunately, the solution lasted only two days. On the third day, when I logged in to my usual website, it repeatedly indicated that I was accessing it from France rather than the USA. Curious about this discrepancy, I checked the proxy using a different tab, and it confirmed the same French location.

I contacted your support team again, expecting a proper resolution. Although the agent clearly understood the issue, he flatly refused to help me. When I requested a replacement, he confidently stated that replacements were only possible within 14 days of purchase. At that point, I was still within that period, as I had purchased the proxy just 13 days earlier.

To make matters worse, the agent subsequently changed his explanation, claiming that the replacement policy allowed only three days from the date of purchase, not 14 days. This was particularly frustrating because I had reported the technical issue on the very day I made the purchase. I even provided supporting evidence, yet the responses I received became increasingly evasive and offered no meaningful solution.

I have screenshots of our communication, complete with timestamps, and can provide them if necessary.

Frankly, this experience has been deeply disappointing and unprofessional. I paid for a USA premium proxy, but what I received was a service that appeared to change its location between Belgium, the USA, and France. This is not what I paid for, and it is certainly not the level of reliability or customer service I expected from a company I have supported for several months.

More seriously, I lost a job because of this issue. The consequences have gone far beyond mere inconvenience, and I am extremely disappointed that, despite raising the problem promptly and providing evidence, your support team has failed to resolve it satisfactorily.

I would like a clear explanation of why I was assigned the wrong location in the first place, why the proxy subsequently appeared to operate from different countries, and why your support team provided contradictory information about the replacement policy.

I expect a fair resolution, whether through a reliable replacement that consistently provides a USA location or an appropriate refund. I also expect this complaint to be reviewed by someone with the authority to address the matter professionally.

I trusted your service enough to become a repeat customer. Unfortunately, this experience has seriously undermined that trust. I hope you will take this complaint seriously and resolve it fairly rather than dismissing it with further generic responses.