Bloqueo de servicio de un año despues de 10 dias

Estimados/as señores/as:? Me pongo en contacto con ustedes porque hace unos días decidí contratar los servicios de SurfShark, por una subscripción de un año, después de haber usado los servicios de forma completamente legal (conectándome desde 3 dispositivos cuando no tienen límites, y solo usándolo para ver Youtube en HD, cuando dicen que no tienen límites para streaming) recibo un email de que mi cuenta ha sido bloqueada permanentemente y he perdido el derecho a devolución, no habiendo pasado ni 12 días, del periodo de 30 días de prueba o el periodo de 14 días de devolución legal.Al ponerme en contacto con el servicio de soporte web a través del chat que tienen en su página, me dicen que se me ha bloqueado la cuenta por exceder los límites de uso, cuando pregunto qué limites (porque ellos venden que no tienen para atraer clientes) me dicen que no lo saben, que es un baneo automático, y que como he sido bloqueado completamente (no puedo logearme en la web) no tengo derecho a devolución del dinero.Solicite un email de contacto, me dieron el de support@surfshark.com y me han respondido esto:---Your account was blocked due to violating our Fair Usage Policy, which you agreed to when purchasing a plan with us. Due to this, we will not be able to unblock your account or provide further support. Unfortunately, we don't have an exact reason why the account was suspended, as it is done by the system automatically. However, this might have happened for two reasons: the match of your login credentials was found in leaked public databases or there was a violation of our Terms of Service (abuse cases might include, but are not limited to, unauthorized resellers, organizers of illicit activities which involve usage of a very large number of devices, and other). Potentially, someone else was using your account without your knowledge, therefore to protect it, we had to permanently suspend it as you were informed about it before. You can read more about Fair Usage Policy here: https://surfshark.com/terms-of-service In this case, we wouldn't be able to help you with the refund, as you're no longer eligible for it.---Así que después de 10 días de uso, he perdido un año de suscripción, sin decirme claramente el motivo de esto cuando no he incumplido NADA de esas condiciones, alegando que he sobrepasado limites primero (cuando ellos venden que no tienen) y después “mi protección”, incumpliendo su periodo de pruebas de 30 días bien expuesto en su página web, e incumpliendo el plazo mínimo de 14 días legales para solicitar cualquier devolución.SOLICITO:Que se me devuelva la cantidad total que he pagado (57,93€) por 1 año de servicio y que no he disfrutado ni 10 días, que después de eso eliminen todos mis datos personales de su plataforma ya que no tengo acceso a la misma y no puedo solicitar el derecho de desistimiento de datos.

- Please type your reply above this line -Hey there,Thank you for reaching out to Surfshark Customer Success team. Your inquiry is now in our hands and we will do our best to answer it as soon as possible!In the mean time, we recommend visiting our Help section to find the answers to the most frequently asked questions, setup guides for your devices and more: s:support.surfshark.com/hc/en-us .If you wish to add any additional information, simply reply to this email.Best regards,Customer Success Sharks--------------------------------This email is a service from Surfshark.[XYEYD1-3R0EG]

- Please type your reply above this line -Your request (5426355) has been updated. To add additional comments, reply to this email.----------------------------------------------Surfshark, Nov 11, 2023, 07::06 GMT+2¡Hola!Le agradezco que nos haya informado sobre esto. 🙏No se preocupe, nos comunicaremos con el cliente directamente y nos aseguraremos de manejar el caso por nuestra parte.Si necesita ayuda o información adicional, ¡no dude en hacérnoslo saber!Por ahora, manténgase seguro en línea y fuera de línea. 🦈* * *Hi!I appreciate you bringing this to our attention. 🙏No worries, we'll contact the customer directly and make sure to handle the case on our end.If any additional assistance or information is required, please don't hesitate to let us know!As for now, stay safe online and offline. 🦈All the best,Cody KaurCustomer Success Shark ----------------------------------------------Abogados, Nov 10, 2023, 10:54 GMT+2 --------------------------------This email is a service from Surfshark.[XYEYD1-3R0EG]

So, are you selling products under false advertising?You just told me that I've exceeded the 'multiple connections' with 3 devices when on your main page, you have this:'One Surfshark subscription works simultaneously on multiple devices and protects your entire family. No multiple accounts, no confusion.'In addition to this one:'Explore all the benefits of Surfshark for 30 days risk-free. If you decide the service is not for you, contact us and you'll get a refund within 30 days.'So, not only have you blocked me, violating what you are selling on your main page, but you also won't refund my money even though I haven't even reached 50% of the maximum time to request a refund.And after almost 10 emails, you continue to delay returning my money.Obviously, I will take legal action against your company for fraud.

- Please type your reply above this line -Hey there,Thank you for reaching out to Surfshark Customer Success team. Your inquiry is now in our hands and we will do our best to answer it as soon as possible!In the mean time, we recommend visiting our Help section to find the answers to the most frequently asked questions, setup guides for your devices and more: s:support.surfshark.com/hc/en-us .If you wish to add any additional information, simply reply to this email.Best regards,Customer Success Sharks--------------------------------This email is a service from Surfshark.[D39NPP-1G99P]

- Please type your reply above this line -Your request (5439987) has been updated. To add additional comments, reply to this email.----------------------------------------------Surfshark, Nov 14, 2023, 16::49 GMT+2¡Hola!Le agradezco que nos haya informado sobre esto. 🙏No se preocupe, nos comunicaremos con el cliente directamente y nos aseguraremos de manejar el caso por nuestra parte.Si necesita ayuda o información adicional, ¡no dude en hacérnoslo saber!Por ahora, manténgase seguro en línea y fuera de línea. 🦈* * *Hello there!I appreciate you bringing this to our attention. 🙏No worries, we'll contact the customer directly and make sure to handle the case on our end.If any additional assistance or information is required, please don't hesitate to let us know!As for now, stay safe online and offline. 🦈All the best,Romi BrooksCustomer Success Shark ----------------------------------------------Abogados, Nov 14, 2023, 10:36 GMT+2 --------------------------------This email is a service from Surfshark.[D39NPP-1G99P]

Dear all,We hope this letter finds you well. We are the legal team representingSurfshark B.V., and we are writing to address your request dated November10, 2023.In response to your e-mail, we would like to provide information regardinga significant collaboration we had with the customer in question concerningtheir issue. This user had sought a refund while simultaneously violatingour Terms of Service, which they had previously agreed to adhere to beforeutilizing our services.As a cybersecurity entity, we dedicate substantial efforts to ensuring asecure server at the highest level. To achieve this, we have implemented anautomated infrastructure maintenance system that continuously manages ournetwork capacity.Our Terms of Service clearly articulates a Fair Usage Policy that usersmust adhere to while utilizing our services. It states:"*Although one of the core premises of Surfshark is an unlimited number ofsimultaneous connections (except for the Antivirus service), there might besome users who exploit it, and this might have an adverse effect on thequality of our services as well as usage experience for the rest of ourusers. Such users can include, but are not limited to, unauthorizedresellers, organizers of illicit activities which involve the usage of avery large number of devices, and others.Our Fair Usage Policy managesinappropriate use of our services and guarantees that the services can beused fairly by everyone. Under the Fair Usage Policy, we reserve the rightto enable limits on an immoderate number of simultaneously connecteddevices in our network maintenance system to ensure that none of our usersare affected by potentially deteriorated quality of the services.*"Regarding the specific user in question, our automated maintenanceinfrastructure system detected that Ms. Benjamin, on November 2, 2023, at08:02:43, had 19 sessions connected to VPN locations in 17 differentcountries.Consequently, this particular user was initially blocked, given theimpossibility of being in 15 different countries simultaneously,constituting a violation of our Terms of Service and Fair Usage Policy.However, as per our internal rule, we unblock users after the firstviolation, and Ms. Benjamin was unblocked on November 2, 2023, at 08:46:19.Subsequently, on November 9, 2023, at 00:41:08, the same user wasautomatically blocked again by our infrastructure maintenance system forthe same reason'”19 sessions connected to VPN locations in 15 differentcountries. Following the second block, we retain the right not to continuethe contractual relationship with consumers who continually violate ourTerms of Service.Furthermore, as stated in our Terms of Service, "*We reserve the right notto issue a refund in the event of a breach of these Terms*." Therefore,given the continual breach of our Terms of Service by this particular user,we have decided not to issue a refund.We appreciate your understanding in this matter. If you have any furtherquestions, please do not hesitate to reach out.Thank you.Sincerely,Surfshark Legal TeamSurfshark B.V.Kabelweg 57, 1014BA Amsterdam, the NetherlandsKvK number: 81967985

Hi again, thanks for the detailed response and exact reason (first time i get the real reason why im banned and my account locked).Now i know what happen, and is your documentation fault.To connect to the VPN in one of my computers where I use Ubuntu I FLLOW YOUR GUIDELINES TO CONNECT DETAILED HERE: https://support.surfshark.com/hc/en-us/articles/360011051133-How-to-set-up-manual-OpenVPN-connection-using-Linux-TerminalIn this example show how to connect to some country, and tell NOTHING about close connections, so i use the VPN over days, connecting to different countries, but i never notice that the OLD CONNECTION KEEPS ALIVE, so after i connect manually to other country, others connections keep active and alive without notice myself.If you have this detailed information, you can check also that i only use/sent data to one of the active VPN connections, not all together, because i suppose the last one is the only one that get the data from my browser and Netflix APP.So this can be avoided if your system or support team tell me in the first place WHY i get banned in first place to understand and prevent open multiple VPN connections over time, because the previous one keep open forever in the background.So now im locked due a mistake in your documentation (or lack of them) about to close connections in linux SO.

- Please type your reply above this line -Hey there,Thank you for reaching out to Surfshark Customer Success team. Your inquiry is now in our hands and we will do our best to answer it as soon as possible!In the mean time, we recommend visiting our Help section to find the answers to the most frequently asked questions, setup guides for your devices and more: s:support.surfshark.com/hc/en-us .If you wish to add any additional information, simply reply to this email.Best regards,Customer Success Sharks--------------------------------This email is a service from Surfshark.[31NV37-KMJ2K]