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:12/17/2024

  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.

  12/16/2024 I did not purchase any Cloudflare? yes, it is blocking websites I don't know what it is.

• Initial Complaint

  Date:12/10/2024

  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.

  At the beginning of 2024, I reduced our company's service requirements on CloudFlare, reverting to its standard complimentary service. I also changed the admin email address, to the ****** address shared here, as we going forward would be routing our emails through ****** to ensure delivery - per recommendation by our server. This made the original account address on ********************** null, so updated it to the new. Have come to learn the address was only updated at CloudFlare billing, not the user interface where you manage its tech settings.Despite reducing the their services to complimentary, on February 5th CloudFlare charged my expired credit card $240 CAD (appr. $331 USD) - for an additional year of service, despite the fact I had reduced the service on the interface. I immediately contacted Cloudflare's billing department - ********************************** advising them of the charge and my desire to have it removed card. We received an immediate auto reply "We are no longer accepting billing issues at this email address.Please visit our [Support Portal] (***********************************************************), where you will have access to self-help resources tailored to your issue." Tragically the support portal only provides links to reference material, no real person. Furthermore, I purchased a new computer in February, and have since been trying to log into our CloudFlare account, and have kept receiving the following message "We have detected you are signing in from an unrecognized IP address. An email has been sent to you with the subject [Clouflare]: Your login token. Please visit your inbox and enter the token below." I now realized our new address was only updated at the billing side of CloudFlare, and not the user interface where you manage its technical services.I have for 7 months persistently been trying to contact a real person at Cloudflare to remedy the issue. If I get a real person they're only interested in upselling, not remedying the crises at hand.

  Business Response

  Date: 12/27/2024

  Hello,

  You will need to work with our Support team to resolve this matter. They will be able to assist you.

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22669295
  
  I am rejecting this response because: I have been trying consistently since February 2024 - to connect with a support team member who is able to assist. Any reply I've received instructs there is no tech support available. Further I've received emails and calls from Cloudflare's sales team, but who soon hung up on me once they came to understand my predicament that I was not seeking to spend more - "I'm sorry there's nothing i can do to help you."No offer whatsoever was made to connect me with the right party. Over the month's I've kept getting billing updates which indicates Cloudflare has my currently address in their billing department. But that correct address strangely is not attached to my profile. How oddly convenient for Cloudflare? The attached PDF shares some of my failed attempts to connect with Cloudflare, and in turn their replies and billing updates.

  I need Cloudflare firstly to refund payments charged to my credit card since the charge was unethically placed on my expired card February 5th, 2024. i have received no service since the payment was taken. I had suspended the paid service, reverting to free, before the charge was placed on the card. My plan was to reinstate the paid service at a later date. I have been unable to do any of that as I cannot access my profile on Cloudflare's interface.

  CRITICALLY IMPORTANT, I need someone to change the my profile email from ************************** to ********************************* so i can access the interface. As mentioned previously, The latter address of the two is not currently applied to my profile so i cannot access it.

  I need a real person from Cloudflare to contact me and get this matter sorted ethically, once and for all.

  Sincerely,

  ******* *****

  Business Response

  Date: 01/06/2025

  Hello,

  Due to security reasons, we are only able to communicate with the account holder. The complainant will need to use the email that is associated with the account in order to contact our support team for assistance. We require our customers to ensure they retain access to their login credentials in order to provide support to them.

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22669295
  
  I am rejecting this response because: Clearly Clouflare is either not reading or unethically avoiding the issue. The attached shows yet another invoice received to my correct email. This is not the same email attached to my profile where I have access. Thus I have no way of communicating with Cloudflare's tech support.

  I reiterate Cloudflare's sales team have outreached to  me via my correct address but have refused to help solve the issue outlined in my complaint.

  Cloudflare needs to have someone from their tech support contact me, change the email to my profile to ********************************* so i may log in.

  Cloudflare also needs to refund the entire charge placed on my card as I am currently receiving none of the services I have been charged for - for an entire year!

  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair 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 emailed them 4 times and I sent them what was taken out of my account without my permission. I have no CloudFlare Account. So I Would like my money put back. Now they keep wanting the same information all over again. I'm Done. So I'm turning them into you guys. I didn't give anyone permission. I have my credit card in my purse at all times. Thank you

  Business Response

  Date: 12/12/2024

  Hello,

  We would suggest you work with your bank to address this issue - they should be able to assist you.

• Initial Complaint

  Date:11/22/2024

  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.

  On 11/17 I was in search of a place where I could purchase domain names for a website I wanted to build. Searching online, I saw multiple people recommended cloudflare, and I purchased two domains from them. A few MINUTES after I purchased the domains, I realized that I could have gotten a much better deal somewhere else, and so I tried to reach out to Cloudflare, first by calling, then by emailing when they made it impossible to reach them by phone. Even email is virtually impossible because they labeled my request as low priority because I dont pay extra for their support, which is not a practice Im familiar with as it relates to domain websites. It is now 11/22 and I havent heard back from them. If that wasnt enough, because I wanted to make my website operational, I tried to connect the domain names to the *********** website, which I had already paid for. There seems to be a problem with their system that causes the website to still be pending verification. Making it so that it is impossible to reach them for technical support, Im currently paying money for something I do not have access to - so this is much more involved than a plain buyers remorse. I gave them almost a week to get back to me, and I have no desire to continue being stuck with a company that disrespects its customers so much, not to mention collecting money for something that doesnt work, and refuse to provide technical support for issues unless you pay them more money for it. There are much better options out there, and I want my money back and to cease any connection with Cloudflare effective immediately.

  Business Response

  Date: 11/22/2024

  Hello,

  The error message you are seeing is not a Cloudflare issue, This is an issue with your host provider ***********. You would see that if you clicked on the "Manage your domain settings here" link on the page

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22590947
  
  I am rejecting this response because: whatever the issue is, that is not why Im reaching out to you. I am asking you to cancel my membership and refund my payments immediately because A) I have a better offer somewhere else, B) I should not be complaining through the BBB to receive a timely response from you.

  Please cancel my membership, refund my money in full and let me go immediately.

  
  Sincerely,
  
  Shy Kedmi

  Business Response

  Date: 11/25/2024

  Hello,

  As previously stated, Cloudflare maintains a no refund policy.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22590947
  
  I am rejecting this response because: then I will continue to reject your responses, and make sure everyone in my circle know not to ever use you. I hope you enjoy the $20 you got from me. For everyone visiting to see the complaints about Cloudflare at the Better Business Bureau, beware! This company has no sense of empathy, and would rather hijack an unhappy customer just to keep $20 - AND, they will not provide you any customer support EVEN if you complain through the BBB. Absolutely outrageous and despicable behavior by the business. Do yourself a favor, use IONOS instead and steer clear from Cloudflare even if they are the last company on earth. 

  Sincerely,
  
  Shy Kedmi

  Business Response

  Date: 11/25/2024

  Hello,

  As mentioned previously, the error message you are seeing is not a Cloudflare error, it is your host. You will need to work with them to resolve the matter.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22590947
  
  I am rejecting this response because: Get me out of your company, refund my money and let me go.
  
  Sincerely,
  
  Shy Kedmi

• Initial Complaint

  Date:11/19/2024

  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 want a full refund for the domains I registered with cloudflare due to cloudflare allowing the domains to be hacked and tainted in an irrevocable manner rendering use of either of them undesirable. Cloudflare allowed someone to modify the domain settings for at least one of my domains by not providing adequate security on their web site or systems. After contacting cloudflare about the issue they ignored the matter claiming it was a billing issue. Cloudflare refused to disable the global API key that was never requested, used by me, or needed even though cloudflare acknowledged that they do provide the option to disable API keys to enterprise customers only.Did ******************** allow the hacking my domain and refused support to disable API keys in an effort to force me to upgrade my account for basic security features that should be available on all accounts? Is this standard business practice for this company?I no longer trust or wish to have anything to do with cloudflare. And after finding both my domains listed on a hacker related ******* web site I believe that cloudflare allowed my domains to become compromised and destroyed their reputation. I have other domains with other registrars for over ten years and I have never experienced any issues like this before. I want a full refund for my useless domains.The domains I want refunds for are ******** and *******

  Business Response

  Date: 11/20/2024

  Cloudflare maintains a no refund policy. Regarding the hacking of their domain name(s). The user is responsible for their account security and not to share any login credentials with anyone in order to ensure their account security. Additionally, the user would need to ensure that the login information they use is of sufficient strength to prevent any brute force attempts to gain access to their account.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22577599
  
  I am rejecting this response because:
  

  I use the latest OS and browser for all my accounts. ******************** is the only service I have ever had an issue with. I also use strong passwords over 30 characters and random along with TOTP 2fa. My account was not hacked due to my client side being compromised but rather due to cloudflare's systems not being properly secure and also due to cloudflare not giving users the option to disable global API keys even when they are not needed. Is it possible cloudflare hacked my account to get me to upgrade to higher tier service? I would not rule anything out with this corp. As for cloudflare's no refund policy make sure if you are a prospective client reading this to AVOID cloudflare!!! They offer no support, no refunds, no service worth paying for. You may save a few bucks but you pay for it in horrible service.

  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/25/2024

  Hello,

  Unfortunately, we are not able to troubleshoot their issue. They will need to resolve the matter with their administrator or contact our support team for assistance.

• Initial Complaint

  Date:11/10/2024

  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 received vile spam emails from a website I have never heard of called ************, which Cloudflare is protecting. I am unable to report the abuse to the hosting provider to stop the outrageous and perverted abuse as Cloudflare is blocking the identity of the hosting provider. I need Cloudflare to immediately disclose the hosting provider, so that I can contact the host about the abuse. There online form to report abuse does not work as I tried to report that way, and I know from reporting other abusive websites in the past that they do not take any action or respond. Failure to stop providing services to this abusive domain will result in legal action against Cloudflare. This is the only method that I can see a pathway to hopefully get a response to avoid unnecessary litigation.

• Initial Complaint

  Date:10/22/2024

  Type:Delivery 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 transferred my Domain to Cloudflare on August 20, 2024.They locked my domain to their nameservers which is uncommon for any registrar to do, in fact they are the only registrar who does this.They forced me to wait 60 days to transfer back to GoDaddy with constant issues with my websites and email. It's now been 62 days and they still have my domain locked, holding my domain hostage in their domain *** trafficking ********** order to get customer support, they demand a $300 a month upgrade.This is outlandish illegal behavior and the fact they can get away from it is ridiculous.I demand this is resolved before I take matters further.

• Initial Complaint

  Date:10/21/2024

  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 banned my account and will not reply to support requests giving any information. They have locked my registered domains meaning I can not cancel the services nor can I transfer the domains to a different company. I am locked into paying Cloudflare but also am unable to register new services with them or use my services their full extent. I also can not just cancel a card linked to the service since that would lock the domain, which is in active use, for up to 75 days without any ability to utilize it in any capacity.

• Initial Complaint

  Date:10/21/2024

  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.

  Cloudflare wont verify on Firefox or Chromium, even after having cleared cookies and cache. This problem occurs on all sites that use the Cloudflare verification. The verify box comes up but will buffer and keeps saying "verifying" over and over. The uploaded image shows an example of the endless repeating "verification."

• Initial Complaint

  Date:10/04/2024

  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.

  I have tried several times to place an order with MY Pillow and process was bogged down because of the prove human process from Cloudflare. I encountered this problem with Cloudflare previously on other sites. The system needs to be refined and it is unfortunate that a business will miss sales because of a flaw in their system, and customer my well lose a purchase because of the flaw. Suggest they fix it before someone takes legal action against them.