Proton

This is our second renewal process. The first one was HORRIFIC!

I can't stress how horrible it was creating a Proton Duo account. It was two months (yes, two) to iron out the problems. Because this company is in Switzerland and because they don't offer an actual phone number for support, a problem connecting other family users took two months, where one phone call would have taken care of it in minutes. They work on opposite hours America works.

There is no 24/7 support. It took 1-3 days to receive a reply to emails. To top it off, we were chastised for asking for our status, because they said it slows down their overall process. Finally got the problem fixed and the rest of the 10 months of our contract was relatively smooth.

So why did we renew our contract this year?

Certainly not because we wanted to pay the enormous fees. But how were we to know that our established business email accounts would be disabled during the process? Now we are playing the same game of asking and waiting, asking and waiting, etc. I'd like to just start a new email address, but that won't work in two of my financial accounts.

I've been told I need to change my email within the space of that email address. Furthermore, I can't receive transaction updates or emails, which is imperative.

And if I could change the associated email address, would I have to do this every year because the account is disabled with every renewal? This is another stressful and potentially devastating situation.

With all the bad reviews about support, why doesn't Proton change and manage their support strategy more efficiently?

This is Mirjana from Proton Mail's customer support team. I'm reaching out following your refund request.

I am sorry to hear that you are considering canceling your subscription, and I wanted to ask the reason for that.

Can we help with any technical issues that you have experienced?

Did you experience any troubles with our service?

We would like to ensure that we provide the best possible service to our

customers, so your feedback is highly valued to improve the user

experience.

We would also like to provide you with a special offer.

If you help us understand the issue and give us a chance to resolve it, we would be happy to provide you with 2 extra months - free of charge - if you decide to keep your current plan.

Feel free to get back to us at any time for further assistance.

1:35PM (1 minute ago)

to Proton I've already been through that at least 2 or 3 times. It always ends with you disappearing or sending me down a blind alley.what makes you think I would want 2 months more of that BS.

Stop emailing me. I am now going to look for ways to give you as much bad press as I can.

Thanks for nothing.

Kate McNally

Their lack of responding to emails was slow, drawn out and lacked any concern for my issue. They deliberately avoided my repeated request for a refund so they could prorate my subscription and keep a portion of my money.

I contacted and ask for this to be done within 30 minutes of setting up my account and it took days to get anyone to reply. Regardless of how their product performs their low customer service concern and intentional avoidance of my emails to aquire a portion of my refund amount is a testament to their ethical standing which is lackluster at best and in my opinion non existent.

An absolute disgraceful way to treat your patrons. I might add that I was a paying customer for their VPN and proton mail IDont just didn't want to use their drive option and this is still his they treated one of their paying customers.