Complaints

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:04/25/2025

  Type:Service or Repair 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 am filing this complaint against ************************ due to their continued failure to resolve a domain ownership and registrar account issue that has persisted for several ********* the IT Manager at ************************. Our domains are registered through Cloudflare Registrar. Since December 2024 (Case #********), Ive worked with Cloudflare support to consolidate access to registrar domains that were previously managed by a former employee no longer with the company.Despite being a verified super admin on the target account and repeated attempts to engage support, Ive encountered the following issues:Cloudflare has failed to respond to several follow-up emails and has repeatedly closed or marked the case as pending without resolution.Theyve provided steps that are not compatible with Cloudflare-registered domains, such as changing name servers which is not permitted in our case.There is a backend issue where logging in as **************************** redirects to another user account ("**** ****") that has no domains indicating internal account/email mapping *************************** support has refused to properly investigate or escalate the matter, despite multiple formal requests.The domains I need to access are not visible or manageable due to this login/account issue, and ******************* support process has failed to address ***** team and I have followed all documentation and tried every recommendation provided. However, the process does not work for registrar-locked domains, and support has failed to acknowledge this distinction.The lack of transparency, repeated automated responses, and unresolved support requests have left us unable to manage critical domain assets, posing serious operational risks.

• Initial Complaint

  Date:04/23/2025

  Type:Customer Service 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.

  Cloudflare has no phone or chat method to address customer issues, even in emergency cases when customers are locked out of their accounts. My website has been inactive for several weeks and I am not able to log in to my Cloudflare account. Their multi-factor authentication does not work and I have been trying different options to just make contact with Cloudflare. Even their emergency hotline goes to voicemail. After a lot of struggle, I am finally receiving responses from an automated bot (looks like), asking me to take complex actions or asking questions on events that happened 12 months ago. All I need is access to my account and enable my website. Their systems do not work and their lack of response (they only respond once every 24 hours) have kept me locked out causing me to incur downtime and monetary loss. If they are operating a company, then they need to provide BASIC customer service.

• Initial Complaint

  Date:04/19/2025

  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.

  On April 15th, I was charged $240 by Cloudflare after mistakenly clicking a button, without any confirmation or consent. I contacted support immediately and requested a refund, but was repeatedly denied despite never having used the ************ I was offered credit instead of a refund, which is unacceptable.This charge was not authorized, and I believe Cloudflares upgrade system is misleading and intentionally designed to trick users into subscriptions. I am requesting a full refund of $240 and that my account be reverted to the free plan.I strongly believe this business practice is unethical and predatory. I hope BBB can help resolve this matter fairly.

• Initial Complaint

  Date:04/11/2025

  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.

  We are a business that relies on Cloudflare to manage our DNS. Despite having paid all outstanding invoices and verified this through their own billing panel, Cloudflare continues to flag phantom billing errors that are preventing *********** from functioning. This has resulted in our website being inaccessible for over a week, and worse, our email is not functioning at all, with messages disappearing silentlyno bounce, no delivery.We have opened multiple support tickets and flagged the issue as urgent, yet Cloudflare has not provided a single actionable response or resolution. Our customers cannot reach us, and we are suffering measurable business losses due to this failure.We are not asking for free servicewere asking Cloudflare to deliver what we paid for: functioning DNS and a working website. Weve exhausted all internal options and are left with no choice but to escalate this externally.Cloudflares negligence in resolving this issue has caused serious disruption to our operations and represents a failure to provide critical infrastructure services as agreed. We are requesting immediate intervention to restore DNS functionality and hold Cloudflare accountable for this extended outage.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair 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 am absolutely appaulled by the lack of dignity this company exudes. Elderly, nah not their problem, being locked out of their precious emails, campaign finance websites in *******, ************ is part of a systemic issue that is consistently "for" big corporations security, but forget our rights as Americans to freedom of information. Cloudflare is being used as a weapon against elderly. Online banking, good luck verifying yourself! VPN to protect identity, not with cloudflare, your privacy doesn't matter, only corporations and cloudflare get the luxury of hiding behind no contact information, emails. Oh no, we (the ones having to use their garbage) are left writing complaints that never get heard. It will authenticate a hacker before it authenticates the actual user. Elderly, are so sick and tired of the endless loops of ai moderating phone calls to ai denying access to online accounts, those seeking information are sick of dealing with this Captcha stuff that will let a hacker in, but not the actual user. God forbid someone gets hacked, email, phone and we have to change these things. HA, you want back in, nope have to pay for tech support bc this company can't verify a human vs some hacker. People are over this garbage. We are human! With unhumane practices gatekeeping the actual people behind all the lameness. Can't get anyone on a phone anymore. Oh but if want service, they'll take your call quite quickly, but problems, they send you the endless loop of trying to identify us. With this cloudflare lameness that can't identify a cat from llama. Indiana campaign finance. Is this them or *******. Either way, I'll be including this in my case to the *** concerning gatekeeping, obstruction and racketeering. ************ will be part of the report. For the record. Also for the record, asking age is inappropriate. Is this to discriminate? Why on earth would the BBB ask age? This is a predatory practice within itself!

• Initial Complaint

  Date:03/29/2025

  Type:Sales and Advertising 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.

  on or about March 13th our ****** stopped working and our email stopped working. The domain name is *****************. Cloudflare is our host. we have submitted numeriuos emegency service tickets to Cloudflare on a daily basses trying to get insight why our ****** is down. All we have recieved is "e-mail Bot" repsonses with links to web pages with trouble shooting material. We've had 3 IT professionals work on the issue and all ***** unseccussful, and point to the problem being with Cloudflare. We replyed to evey email Cloudflare has sent us and provided all documentation to prove my site ownership. Cloudflare claims there our 3 accounts associated with our domain but we are only aware of two accounts. We explained this could have been done by a disgruntal empolyee we fired in August 2024 who had access to our account, and the domain stopped working on the day our ex-employee lauched his competing website. To date we have not been told by Clouldflare why our Domain is dow n and how we can fix it. Cloudflares lack of assistances has resulted in an estimate loss of $1,500 per day an untold $1,000's of dollars of potiental customers who could not find us on the web. our estimated realtime loss to date is aproximentaly $24,000.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair 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 subscribe to the business plan, a premium paid plan, for our domain, thinking it would provide an additional layer of security for our SaaS. In the first several weeks of service, Cloudflare has taken down our service a total of 4 times - with no resolution in sight. They recommended that we transfer out domain to their registrar service, which we did. Because we made the mistake of thinking Cloudflare was a reputable company and went forward with the transfer, we handcuffed ourselves to Cloudflare for 60 days, since the domain cannot be transfer out for 60 days, based on ***** rules. One of the biggest mistakes we have ever made in the company's 30 plus years.Cloudflare's system marks our domain as "moved" once every 8 days, and stops answering DNS queries for our domain because their flaky system thinks our name-servers have changed and our no longer pointing to Cloudflare - even when we have no access to change anything regarding our domain registration, including the authorized name servers. Only Cloudflare can make changes, selling the service as secure because it prevents unauthorized changes.They have cost us dozens of customers so far, and they show no urgency, even for tickets that have been escalated and marked as urgent, by their own front-line support team.Getting through to support is a feat of its own, they make it very tedious to submit a ticket and start up a chat with support and then they have the audacity to reclassify tickets marked as urgent to low and close almost instantly without a resolution or our approval.We have to constantly ask for daily updates, which indicates to us that they are doing very little, and certainly not treating the issue as urgent.They said they "think" they fixed the issue in the past and then one week later, we had a reoccurrence of the same exact issue.We are a hostage of Cloudflare for another several weeks and expect at loose hundreds of customers because they simply do not care!

• Initial Complaint

  Date:03/25/2025

  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 have contacted ****** who cloudflare claims is the hosting provider for ********************. This is a spam fraud website using my personal information for exploiting, harassment, stalking, id theft and trying to get this removed. I need more information to pass onto Amazon AWS, for further investigation. ****** sent this response.We are unable to identify an AWS resource associated with the reported website, but we have noticed that the site is registered with a separate Content Delivery Network provider, or "CDN".If the site is is hosted or distributed via AWS, the *** may provide us with information that will allow us to continue our investigation.If the site is not associated with AWS, the *** may notify the appropriate owner to address the issue on your behalf.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair 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.

  This company stole my domain that I had for 15 years from godaddy whom I believe are affiliated. Then they put some wack website in a foreign language up immediately for my customers to see in order to scam me into buying it back for a fee. My domain hosting company ******* stated that I had to pay ******* a broker fee to help get it back and then pay Cloudflare another fee to buy it back. My domain is ********************** so you can see for yourself. I have an accounting firm but now the domain have some weird stuff on it to mess up my businesses. None of my email addresses work now and all of my emails for the past 15 years to and from my clients have disappeared which ruined my business. When I tried contacting Cloudflare they would not allow it unless I setup an account. Then after setting up an account, they refused to answer my support ticket. They only want me to pay them to get it back. They are thieves and scammers. I paid for privacy protection and my domain should not have been stolen. Im seeking legal action.

• Initial Complaint

  Date:03/05/2025

  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.

  Cloudflare has been facilitating and protecting a scammer operating in the ******************. I have sent them hundreds of cease-and-desist notices, yet they are no longer acting as an intermediary or taking action to stop these attacks. They refuse to reveal the anonymized ISP or take any meaningful steps to address the issue. I am seeking assistance from any regulatory agency to help resolve this matter, as they are in violation of both federal and international laws, including GDPR ************* concerns include:- Non-compliance with general data processing principles.- Insufficient fulfillment of data subjects' rights.- Lack of a legal basis for data processing.- Inadequate cooperation with supervisory authorities.- Insufficient technical and organizational measures to ensure information security.The following federal laws are being violated:1. The CAN-SPAM Act, 15 U.S.C. ******** (Section 7704(a)(1), Section 14)2. S.472 - Anti-Phishing Act of 2005 3. 18 U.S.C. 1028 - Fraud and related activity involving identification documents, authentication features, and information 4. The Computer Fraud and Abuse Act (CFAA), codified at Title 18, United States Code, Section 1030 Attached is the most recent evidence from last month. I possess a considerable amount of evidence against them, including every report filed with a cease-and-desist notice and their automated responses. The problematic websites are never taken down, and I continue to receive daily attacks anonymized by their server. I am using the Better Business Bureau (BBB) as a last resort before pursuing civil legal action in hopes they can bring about a resolution.