Complaints

This profile includes complaints for Salesforce.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Salesforce.com, Inc.

  The Landmark @ One Market Street Suite 300 San Francisco, CA 94105

• 

  Salesforce.Com

  16813 N 61st Way Scottsdale, AZ 85254-1398

• 

  Salesforce.com, Inc.

  New York, NY 10036

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  Salesforce.com, Inc.

  PO Box 191265 San Francisco, CA 94119-1265

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  Salesforce.com, Inc.

  New York, NY 10036-6757

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my subscription to the *********************** software, but due to their useless customer service phone bank, them locking me out of my account, and actually lying to me over the phone about how to cancel my subscription, they are trying to bill me for almost $1000 and are threatening to send my bill to a collection agency. I have called them no less than 12 times in 2 months and have gotten 0 answers or assistance about my case, just them constantly redirecting my call to other departments.

  Business Response

  Date: 03/25/2024

  Hello Clay,

  Cancellation of all licenses currently on this contract is effective as of February 16, 2024.

  Thank You!

• Initial Complaint

  Date:03/01/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke with *********************** regarding having a system to integrate everything in one place. He assured me that salesforce can do what I need since he saw me demonstrating what I need. I asked for a free trial for a week or two, and he said they don't do free trials and I must purchase the software to test it. He also said they don't do monthly payment so I couldn't just test it for a month. I then waited a week and set another meeting to ask him again if Salesforce can do things the way I want and he said yes.I purchased the software and within a few days of testing the software I had issue getting this to work the way I explained to him so I spoke with the support team. They then explained that what I want can not be possible with Salesforce. I then contacted *********************** to explain, and he said I could do what I was asking for, which was not what the support said. I kept emailing him. Regarding what I was facing he kept saying I could do what I wanted then at the end, he said I would have to go through a partner to implement things. So I contacted two companies that quoted me over 10k for my project, and he then said he could refer to someone I contacted today, and they quoted me $5200. On top of that, I would have to use two to three different subscriptions from different platforms which is additional yearly payments to integrate some of the things I needed. After paying all that I would still have to relay on different platforms which is my initial goal.It's been less than two weeks, and he refuses to refund me as the software cannot do what I need I asked for his supervisor three times but he ignored that completely and tried to focus on something else.From what I understand, he is trying to delay things to pass one month **** to tell me it is over one month, so we cannot refund you.Why would I need to hire different companies to provide services that *********************** said salesforce already have.

• Initial Complaint

  Date:02/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 15, 2021. I created a personal account with Tableau. The purpose of which was to provide consulting services to various organizations.In October 2021, I accepted a position as CEO of a fintech startup and was no longer actively using the Tableau account.On July 14, 2022, Salesforce sent an invoice due the same date and automatically charged my credit card. I did not fight this charge. On July 12, 2023, Salesforce again sent an invoice and immediately charged my credit card again. Since Im not currently employed, I immediately tried to contact Salesforce multiple ways to cancel the account.Therefore, in July 2023, I disputed the charge with the credit card company. Per communications from the credit card company, they made multiple attempts to contact Salesforce to no avail. In September 2023, the credit card company agreed with my position and closed the case.On September 28, 2023, I received the first communication (besides the July 12, 2023 invoice) from Salesforce titled Late Notice 3. To be clear, I never received any prior communications, so it was not the third late notice. I immediately responded to the addressee and explained that I no longer wanted the account and had been trying to cancel the renewal. I received no response back. On December 19, 2023, I received the first of a few emails threatening collection activity from a *********************************** at Salesforce. I again responded that I did not want the account and was trying to cancel. No help was provided in canceling the account After a few more emails that brings us to the one received on February 28, ************************************************************************************************************************* the future.

  Business Response

  Date: 03/07/2024

  Dear ******,

  I apologize your request was not addressed. To cancel services, you would normally need to reach out to *********************** I am addressing this internally. I am also logging a case to cancel your Contract. I have turned your Contract to No for Auto-Renew. You should not receive any more invoices. 

   

  Thank You!

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21366005
  
  I am rejecting this response because: Although I appreciate the response and for someone finally indicating how to cancel a subscription, the response was silent with respect to the current invoice outstanding since July 2023 (which I have been actively trying to cancel since July 2023 and have not used the service since October 2022). That invoice should be cancelled as well for the response to be satisfactory. Please advise. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/28/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We would like to escalate certain issues and unsatisfactory account handling practices experienced by Previon Solutions, LLC (Previon) in connection with the recent change in terms and related pricing associated with the *********** **** ("SF") agreement (the Agreement) Effective November 1, 2023. The account executive assigned to Previon, was aware the contract auto renewed on October 30, 2023. Prior to the auto renewal and on several occasions, including the conversation with SF on September 7, 2023, Previon expressed the desire to adjust certain services and pricing in connection with the Agreement. On September 7, 2023 you provided a quote for renewal of the Agreement at a rate of $43,056.00 for a term of twenty-four (24) months expiring on October 31, 2025. In that same email with the attached quote and related paperwork, you indicated the quote was valid through October 31, 2023. On October 30, 2023 at 1:46 p.m. ********************* at Previon emailed you as the account manager expressing Previons desire to remove one or two inactive users and inquired if cancelation of the Agreement was the only option to effect the change. On October 31, 2023 at 2:10 p.m. ******* ******************************* sent an email to ***** indicating revised pricing (as reflected in the table she provided below) for the reduced number of users per ****** October 30th communication above. There was no prior disclosure of the increase of Unit Price Per Month which would be applied as the client/customer requests a reduction in the number of users until ***** requested the reduction in users. The inconsistent pricing and lack of ability to honor prior quotes clearly indicates Salesforce was attempting to re-negotiate the terms of the Agreement. We wish we would have reviewed the BBB profile of Salesforce and read the eleven (11) negative one star reviews against the company, profile attached. This shows a clear pattern of abusive and deceptive billing and pricing tactics by Salesforce.com.

• Initial Complaint

  Date:02/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Salesforce back in April 2021 and agreed to pay for one year license to use Tableau. The order placed was ******* which cost me $840. The license was valid from *********** to ***********. In 2022, the license auto renewed automatically charging it to my credit card per my authorization at that time. However, in April 2023, the license auto renewed again, this time I did not authorize this charge because I was not using the software anymore. When I saw the charge in my credit card, I tried to cancel the subscription online, but I was unsuccessful. There was no place online to cancel. I immediately called SalesForce customer service at ****************, but no one answered. I tried calling them many times at different hours, but no one answered my calls. Since I was already charged in April 2023, I tried to cancel and get a refund by calling the sales team again. I was finally able to speak to a rep, who told me to call the customer service number.After days and many frustrating hours going through the phone automated system without able to talk to a live person, I called my credit card company and disputed the charge. My credit card company sent me a letter stating that the issue was resolved in my favor. Despite this apparent resolution, the Receivables and Collection agents keep sending me email asking for payment. I sent a couple of answers to them explaining what I just expressed above, but the Receivables and Collection agents have only threaten with sending my to collections.*********************** ( *********************** and ******************************* **************************** have sent me several emails with the threat to sending me to collections.******* last email states that if I do not pay by 2/26/2024, they will be sending me to collections.My acct ******* Salesforce information below:Tableau Software, LLC A Salesforce Company ************************************************** Phone: ************** FEIN: 47-0945740 DUNS: ***********

  Business Response

  Date: 02/19/2024

  Hello *******,

  After looking into your claim, I do see your current outstanding invoice. Your Contract was set to end 4/13/2024. Our standard procedure for a cancellation request is to log a case with our billing team, requesting non-renewal 30 days prior to your renewal. I have marked your Auto-Renewal to No. 

• Initial Complaint

  Date:02/08/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The transaction was on November 10th, 2023; Salesforce arbitrarily invoiced me for 20 times more licenses than employees I have; they never assigned an account rep to ensure we were being billed for the correct number of licenses. When we reached out to deactivate 38 of the 40 licenses they were billing us for, they chose to threaten legal action unless I paid. They are currently harassing me to pay a $18,900.43 bill, or they will shut down my account, which will essentially bankrupt my business, I offered to pay for the two licenses being used and past due usage on licenses used, though they are saying that we are in a contract and we can't change the contract, they're giving me no options and creating a tremendous amount of stress, They are not working with me as I put in two shifts a day trying to turn around my business.

  Business Response

  Date: 02/09/2024

  Hello *******,

  I have just reopened your reduction request case. I see this was being worked on the past few days. I will ensure your case gets revisited. I did see your invoice received a credit memo for the amount of USD ********, but I will follow up on your case.

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21266508
  
  I am rejecting this response because: Salesforce acted with predatory means, in not allowing me to cancel unused licenses, I need two sales licenses and for some reason I need to pay for 40 in order for Salesforce to not shut down my account and bankrupt my company
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 02/13/2024

  Hello *******, 

  I tried to push on your request for reduction internally, and was informed that, "the rejection stands as the *** clearly states that the contract will auto renew for an additional 12 months unless notification is given at least 30 days prior to renewal. We have accommodated the initial reduction request even after that time frame here. We can only go with what was requested and this is what was done here originally."

   

  Customer Answer

  Date: 02/15/2024

  Complaint: 21266508
  
  I am rejecting this response because: I am the only authorized representative at my company allowed to talk about contracts and I have not spoken with anybody about any reduction to my contract prior to February 2nd, Upon which I was told it's too late. industry standard protocol is an account rep reaches out prior to a renewal to check in and see how things are going, no one reached out to me and no bills were sent to me untill after this matter was 60+ days passed due, hence this matter slipped right past the Automatic renewal period, as i was struggling to save my business, and ultimately forced to let go of 30+ employees, Now you're forcing me to pay for all my no longer employees licenses or else you're going to shut my account down and essentially bankrupt my efforts at attempting to turn my business around, as soon as I was aware of this matter I brought it to the appropriate people's attention, It is predatory practice to not allow a consumer to downgrade the same way you allow them to upgrade, excuses like whops this auto renewed now pay us or else, and holding my business hostage because you're bigger and more powerful ang couldn't care less about the little guy, is unjust and taking advantage on a struggling women owned small business. This is reprehensible, please escalate this matter and come back to me with an amicable compromise.
  
  
  Sincerely,
  
  ***********************************
  

  Business Response

  Date: 03/25/2024

  Dear *******, 

  I have attached a screenshot showing that we sent out a Renewal Notice twice in September. You were notified that your Account would renew if nothing was specified not to. I apologize for any inconveniences. 

  Thank You!

  Customer Answer

  Date: 03/26/2024

  
  Complaint: 21266508
  
  I am rejecting this response because: This email is a serious matter concerning a recent unconsented policy change and data access issue with Salesforce.
  
  I never received the renewal notification. While Salesforce claims to have sent it, it's missing from my inbox. As the billing contact and authorized recipient, this is unacceptable. We had a dedicated account rep if she saw that we did not consent to something we needed to consent to, she could and should have picked up the phone and called, She never did untill I emailed her asking to set up a call at which point she told me its to late and jump in the lake, if our dedicated account rep is not tasked with being in contact with her accounts, And this is not the function or purpose of an account rep I don't understand what is.
  
  Furthermore, the renewal is set to automatic, a significant change from prior years. This is concerning, especially considering the missing ************** Agreement (MSA) in any DocuSign I've signed. The linked MSA on Salesforce's website has also been revised multiple times since my initial agreement.
  
  Salesforce's recent policy shift is predatory. Their past approach offered flexibility and accommodation when errors arose. This new tactic exploits existing customers instead of fostering partnerships, and it unfairly targets small businesses like mine, a minority women-owned entity.
  
  Evidence of my past consent to all services is attached. This recent change, however, bypasses my authorization, Salesforce updated its ************** Agreement (MSA) that is hosted on its very own website, and is holding me accountable to these new terms without my consent, I did not accept these new terms and I do not accept these new terms, The Salesforce ************** Agreement (MSA) is a 2 way street, you cant change the rules without consent and then throw me under the bus because it suits you, I've been a loyal customer for four years, yet Salesforce treats me with disregard and attempts to strong-arm me into accepting new terms, and an unauthorized contract, with the very real threat of shutting down my business which they have done this passed Monday by restricting and removing my access to my account.
  
  Legal action is underway. Complaints have been filed with the Attorney Generals of *********** and ********** to investigate this issue fully.
  
  Salesforce is holding my data hostage. Access to collect my companies data is currently disabled, as Salesforce only allows downloads once a week with my next window being 04/02/2024 and downloading it requires me waiting until April 2nd. This restricts my business operations severely, and is potentially illegal.
  
  Salesforce's coercive tactics are wrong. This situation needs immediate investigation and exposure.
  
  By prioritizing short-term gain, they are choosing to lose us as a customer for the long term. Instead of fixing their self inflicted billing errors and maintaining a loyal customer who believed in Salesforce and chose Salesforce CRM to build a business, they are pushing me away.
  
  Whoever is reading this PSA I urge you to take my message seriously and please learn from our past experience, we spend hundreds of thousands of dollars on ********************** over the years and with the flip of a switch and callus disregard to the ramifications of their actions, Salesforce chooses to play God and there's absolutely no one to talk to, the only way you can get a response out of Salesforce is by filing a BBB complaint and still now it's just a dream that maybe someone will reach out and try to fix it, In reality the practices they employ are bigger and better than though and they couldn't care less.
  
  I demand a swift resolution to these concerning issues.
  
  if you got this far the punchline is Salesforce is not a reliable partner, and don't trust them to build a business with
  
  Sincerely,
  ******************************; 

• Initial Complaint

  Date:02/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To set the stage: We were a paying customer of Salesforce. We used their platform to track our sales pipeline. We had internal ************* Avenue 8 admin was a part of the layoffs. Because of that we never received notice that we had an outstanding bill, even though the email from Salesforce bounced back. They never reached out to another person in the company. Because of this, they locked us out of our account & sent us to collections.The issue: We cannot get any of the data from salesforce. We had years of notes & information as well as leads that were lost when they locked us out. I would love to recover the data from when were had an active relationship with them. On top of this, the Salesforce rep has been extremely difficult to work with- **********************. He waited weeks to respond to us or take any action in helping us. He has continued this level of negligence...

  Business Response

  Date: 02/09/2024

  Hello ******,

  I have just reached out to our Senior Manager of Credit and Collections to escalate your data export. I have emailed you the phone number and the Support case link via billing case to get a data export. I will keep working this internally to try and get your data exported. I am sorry for the delay. 

• Initial Complaint

  Date:01/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Need to check if there's an account - Salesforce in regards to my personal Life, found ***** (*****) *****, search engine My reputation is damaged without my testimony from my senior neighbor - *************************. I received in the mail that I have income for several thousands a month from the county adjuster's office (no sign up by me) when my neighbor may have my social security number and my landlord's lease doesn't allow a business activity from home.I don't know if it has my previous relationships with employers.Lastly, she seems to be an information gatherer causing my **** mater, a problem academically.

  Business Response

  Date: 01/31/2024

  Dear *****, 

  I need more information to inquire what card was used. I will email you from the Salesforce email alias to inquire more into this claim. 

   

  Thank You!

• Initial Complaint

  Date:01/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm requesting a review of an account. My neighbor may have set up an account with my first name. It was found in a search engine. Her name is ********************* and there may be piggybacking through the wifi.

  Business Response

  Date: 01/24/2024

  Hello *****, 

  I am not finding an Account under your name. I did find an Account under *********************, but I would need more information to verify which Account could possibly be fraudulent. I will email you from our Salesforce billing email alias to inquire more into this request. 

   

  Thank You!

• Initial Complaint

  Date:01/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi we enrolled with Salesforce in August of 2023 and made all payments as required by our Agreements dated August 18, 2023. Internally, Salesforce were unable to reconcile our payments to our account and therefore stated that we were delinquent. We provided copies of bank and credit card statements multiple times showing that payments were sent and had cleared our account. Despite this, they sent our account to a collection agency. We furnished all payment information to the collection agency, who confirmed that that all payments were indeed received by Salesforce as we had advised. They are now demanding that we pay the full balance on the annual contract, which is unacceptable and is a breach of our Agreement. Our account was never delinquent and never should have been sent to a collection agency and it is not our responsibility to clean up their accounting problems. In addition to their demand to pay the full balance, we have been shut out of our account for months, despite having paid for their services. We have also spent monies on an outside Salesforce Developer. We want to be reimbursed for the amounts paid to Salesforce for the months that we have been unable to access our account, compensation for the time we have spent trying to resolve their accounting problems and access to our account and services reinstated immediately without having to pay off the full balance of the annual contract which is in our view, abusive and in breach of our Agreement. We have tried to resolve this for months, and simply cannot get this issue resolved so outside of taking legal action, this is our only recourse. Thank you for your assistance.

  Business Response

  Date: 01/24/2024

  Hello ****, 

  I have just looked into your Account, and I see your Contract was Suspended 10/28/2023, and Locked 11/27/2023. The Lock Status was lifted 11/28/2023, and your Account was reinstated 11/30/2023.Your Account has been Active since 11/30/2023, and you should be able to login. I am sorry to hear your service was Inactive for a month. Please reach out to your Account Executive, ***************, *************************** to receive a new Contract. 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21162510
  
  I am rejecting this response because:

   

  Thank you for your response. As indicated in the documentation we provided, our Account Executive, ***************, has advised that this is totally out of my control so suggesting that we contact him for resolution does not address the issue at all and is of no assistance whatsoever.I have communicated with *************** on multiple occasions to get this resolved,including leaving him a voicemail on January 17th and a follow-up email on January 19th (copy attached) and he does not respond.  
  
  Additionally, we are being told that we owe the outstanding balance through the remainder of the contract to reactive our account. Since we were never delinquent on our payments, our account never should have been sent to collections, which is presumably why we are being asked to pay the balance.This is Salesforces error and we have no intention to pay an amount which we do not owe.
  
  As confirmed by the response from Salesforce, we were locked out of our account for a month and therefore had no access to our platform that we have paid for. This is Salesforces error and we paid for a service that we were unable to use because of their error. We want reimbursement for the period that we were inappropriately locked out of our account.
  
  Lastly, as per my email to Dylan **** on January 19th (copy attached), we received a notice saying that our Marketing Cloud Account Engagement has been permanently deleted, so we now have damages for Salesforce inappropriately deleting our account and the work we have put into it including fees paid to an outside developer to develop our platform. 
  
  This response from Salesforce is completely unacceptable and because we now have monetary damages in addition to having paid for a service we were unable to access, this needs to be resolved quickly.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/31/2024

  I do see you were sent 3 Debit Memos back to your card. On 12/6/2023 you should have received 2 debits of USD 533.25,and one debit for USD ******.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21162510
  
  I am rejecting this response because the payments they say were returned have not been received. We have checked both our credit card statements and our bank statements. This is also the first I have heard of any credit being issued. We need to know which invoices the credits are being applied to and have funds sent to us.
  
  Additionally, this response does nothing to address any of the other items in our complaint which are:
  
  We cannot reactivate our account:  As advised in our last two communications on this matter, our Salesforce Account Executive, ***************, has advised that this is totally out of my control because it was sent to collections. And because it was sent to collections, the collection agency will not reactivate our account unless we pay the outstanding balance through the remainder of the contract. But since we were never delinquent on our payments, our account never should have been sent to collections, which is presumably why we are being asked to pay the balance. This is Salesforces error and we have no intention or obligation to pay an amount which we do not owe. Salesforce needs to correct this issue so that our account is reactivated.
  
  Marketing Cloud Account Engagement has been permanently deleted: we now have damages for Salesforce inappropriately deleting our account and the work we have put into it including fees paid to an outside developer to develop our platform.  In addition to being refunded for these costs, we are now going to incur these costs again once our account is reactivated. This entire mess was completely avoidable, but has now cost us both development costs and significant time and we want compensation for that. 
  
  Sincerely,
  
  Mark *****