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:10/11/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 purchased the Custom E-mail Domain Product via Apple's website. With my attempts to purchase, I received an error message, followed by an e-mail stating there was an error. I opened another browser window in an effort to retry the process. The system stated the domain was unavailable. A short time later I received a message from Cloudflare that my domain was active, despite multiple error message. However, the product I purchased was a Custom E-mail Domain to work with Apple's iCloud+. I was charged for the this product be instead received a registered domain that does not work with Apple's iCloud+ as advertised. Apple's support stated this has to be resolved with Cloudflare. Cloudflare clearly states on its website and via support phone line that no support is provided for this unless I subscribe to their paid services. I just paid for this service, yet I am not recognized as a paid customer.Unfortunately, I can not simply take my business elsewhere. This service is ONLY available via Cloudflare and my domain can only be registered once. The domain is: mikebenton.me

  Business Response

  Date: 10/11/2023

  Hello,

  The Reporter only created the support issue on Oct 12, 2023; we have not yet had the opportunity to review their issue; yet they created a BBB report for this. We have requested our Customer Support team to review their issue and provide a response to the Reporter.

  Customer Answer

  Date: 10/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this issue is now resolved. I was able to resolve this on my own without the support of the business.

  Further, the company points out that the ticket was recently opened. However, the reason for opening the BBB complaint is because after making the purchase, support options were only showing if you have a paid account. After spending about 45 minutes navigating around on the website, I finally found a deeply buried area where I could request support. It is understood that Cloudflare does not make its support easily available.

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

• Initial Complaint

  Date:09/19/2023

  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.

  This is crypto based meta trading app that took the money I had in my account for my safepal wallet and then closed the withdrawls. They requested me more money in order to get my money back. After i requested the funds to be released and that I do not want to invest with them they blocked me and my money is lost . I have screenshots . the wallet is still bound with them and they are not allowing withdrawls . I want my money back . I am sharing my wallet details as BBB is the most trusted woldwide .

  Business Response

  Date: 09/19/2023

  Hello,

  You will need to file an abuse report to have your complaint processed. From there we will provide you the hosting provider contact info and you will need to work with them about your issue.

  Thank you for your report.
  
  Cloudflare offers network service solutions including pass-through security services, a content distribution network (CDN) and registrar services. Due to the pass-through nature of our services, our IP addresses appear in WHOIS and DNS records for websites using Cloudflare. Cloudflare is generally not a website hosting provider, and we cannot remove material from the Internet that is hosted by others.
  
  To ensure the prompt processing of your abuse report we request that you please submit your abuse report through Cloudflare's abuse reporting web form at: *******************************************.

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20624129
  
  I am rejecting this response because: Cloud Flare was reported this over 3 months ago and they have not responded . Providing safety to such scammers . could-flare supports the scamming thus it was reported to BBB that their response is to support such businesses and there should be accrate actions as the concerned body was informed before hand yet no response has yet been received .
  

  
  the concerned website ie. USDTCM.lifw/#/

  provided security and services from
  
  CLOUDFLARE
  

  has not responded to any actions and thus either be disconnected and put down or delisted with legal actions from could flare that ignores user complains .
  
  Sincerely,
  
  ****** Dar

• Initial Complaint

  Date:09/11/2023

  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 am writing to submit a formal complaint against Cloudflare concerning a troubling issue I've encountered with my Cloudflare account.On August 14th, 2023, I successfully created my Cloudflare account using the convenient "Sign in with Apple" feature, which integrated my Apple account for authentication.However, my frustration began to mount approximately two weeks later, on September 9th, 2023, when I attempted to log in using "Sign in with Apple" and was met with an access denial.This issue arose because I changed my email address within Apple's settings, not Cloudflare's, rendering me unable to log in despite using the same Apple account. Despite my efforts to seek assistance from Cloudflare's support team, I have yet to receive a satisfactory resolution to this matter.For the resolution of this issue, I am requesting access to my Cloudflare account and the domain registered to that account.

  Business Response

  Date: 09/14/2023

  Hello,

  We do not recognize the reporter as a Cloudflare customer. Please know that ****************** takes our customer's security very seriously and believe this may be an invalid BBB report. We are not able to view the attachments for unknown reasons. Additionally, we are aware of a situation with the domain name mentioned in this notice and are working to resolve the matter with the underlying registrant in accordance with our existing policies. We hope to have the issue resolved as soon as feasibly possible.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20589036
  
  I am rejecting this response because:
  
  I am dissatisfied with Cloudflare's response to my BBB complaint. Despite being a Cloudflare customer and actively engaging with their support through their ticket system and community forum regarding my account access and domain issue, they claim not to recognize me as a customer. I am willing to provide necessary documentation through BBB to verify my identity and address the problem. Additionally, they mentioned being unable to view the attachments in my initial BBB complaint. I have re-attached this documentation.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/18/2023

  Hello,

  This issue can't be resolved on our end since your email during the time you were able to login with Apple ID was under a gmail address. Since you changed your email address and no longer have access to the inbox of your gmail then you're unable to receive a password reset email. For security reasons, we can't update your account to the new email address and if you don't have access to your old email then there's nothing we can do.

• Initial Complaint

  Date:09/06/2023

  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 tried since September 2, 2023 to get a refund from CloudFlare. The way that their website is set up, it gives the impression that you have to purchase a yearly subscription. Which I mistakenly did. I had so many issues trying to transfer my domain, I immediately canceled my subscription. I saw a credit of $240.00. I then found out there is a monthly subscription (sheer mistake). I updated the account to monthly billing, CloudFlare charged me an additional $25.00 instead of taking the new charges out of the existing credit balance. I tried to transfer my domain name again, to no avail. I still had more issues. At this time I canceled the subscription again. Now my credit balanced is $265.00. I called CloudFlare's customer service line. I was told that I would have to call back Monday to get my refund. Monday was Labor Day, I called back Tuesday, and could not get any help. I have sent multiple emails, with the last email that I sent being ignored. Every response from CloudFlare has ignored my request for a refund, and given generic answers. I went back to the website again for help, found information that said billing issues will not be resolved via email, and to call their customer service line to report abuse. That is exactly what I did today, 9/6/2023. Just to find out via their recording that I have submit my concern via email. This is a vicious cycle of games to hold my money hostage. I want a full refund for the $265.00 that CloudFlare owes me. Please see the attached copy of the email communication between myself and CloudFlare.

  Business Response

  Date: 09/18/2023

  Hello,

  We will make a 1 time exception to this situation as our policy states we do not offer refunds. It looks like our support team already responded to you on Sept 11 and issued a refund.

• Initial Complaint

  Date:09/05/2023

  Type:Delivery 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.

  Website provides service to usavalidemails.com, which sells consumers information.I did not sign up for this service, nor give them permission to sell my data or personal information. Received info regarding data breach of my personal email, name, etc being exposed. I have never interacted with this company

  Business Response

  Date: 09/18/2023

  Hello,

  The site usavalidemails.com isn't active and I'm unable to verify your claim. If you have an issue with a site that is serviced by Cloudflare then please fill out an abuse form. From there we will provide you the hosting provider contact info and you will need to work with the host in removing the content.

  The form can be found here: cloudflare.com/abuse/form

• Initial Complaint

  Date:08/28/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 is widely being used by many websites (whose owners are free to choose) as a means of "verifying online users," mainly, determining if any attempted communication to a website is done by a human user or bot user. I don't have to stress why screening against bots is a good thing for most websites. For a while, ******** CAPTHCA was mostly in use, but with their issues, CloudFlare has been more preferred by more websites.I encountered an impossible error with CloudFlare today, accessing a website (for personal use), and was unable to be verified due to "invalid time/regional settings." There was never any note about which specific settings were expected to make such corrections, though everything I tried never worked anyway, and my time/date settings were in fact NOT incorrect. In trying to complain to CloudFlare or contact them directly, I was told in no uncertain terms that I needed to make an account with them to do so (which is already BS; they caused the problem, and I want no account association with them in the first place). Of course, in trying to do so, them being CloudFlare, I was unable to get any support since again, I cannot be verified in another screening for the same reason. It's a combination of issues making it impossible for me to even report to CloudFlare that 'they' are in fact the problem this time around.Can something be done about them? Probably not. I mean, we can't go around policing website owners on what they will use to filter out bots or not. There is instead another reason for my post. Considering the following issues and errors, and what can go wrong when a big enough firm has this much power over website access, I pray to the heavens that no bigger, more important website ever dares to try using CloudFlare or CAPTCHA, as it is clearly not inclusive for every human internet user. What happens if ever we can't access our Taxes because of something like this? Will banking be next? CloudFlare should be told where to stick it.

  Business Response

  Date: 08/29/2023

  Hello,

  As a visitor to a Cloudflare website, you will need to reach out to the domain owner about your complaint. They are using our services and has access to their site setup. We do not have any control over this.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20534575
  
  I am rejecting this response because:
  I partially agree; website domains do have control over whether or not to use Cloud Flare to access their website. However, the technical issues being caused by this fall under how Cloud Flare's verification system operates after a recent update made in August 2023, to my awareness. The verification method now involves matching a user's expected system time setting to a specific time setting (which is never specified in any corrective answer). If domain owners are in charge of selecting the process of how this verification systems works (I am not currently certain), then I will have to contact them directly. Of course, much of this was initially to point out how broken the verification system is, that certain users will be totally blocked without reason to be blocked.
  
  If it turns out that it is up to Cloudflare to determine exactly how a universal verification will be used, including the expected response of system time/date settings, then there should at least be a public forum available to help external users solve such a problem. I could not find one when I went looking, and the fact that I am forced to make and register a cloudflare account just to look into that further is already a problem within itself.
  
  I have already made communications with the relevant site owner about this, currently pending response. I think if nothing changes, an internet forum (publicly available to read/access without any logins) should be made for non-cloudflare users, about how they should go about resolving errors people get when suddenly failing cloudflare verification.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/30/2023

  Hello,

  We would reiterate our previous response that the Reporter will need to work with the website administrator to resolve this issue as we are not able to assist them, nor are they a customer of ours.

  Customer Answer

  Date: 08/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/22/2023

  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.

  Cloudflare offers a service upgrade that met my needs. I requested an upgrade, after reading vague keywords about how upgrading to the "Pro" plan will give me access to the necessary service upgrades. When I paid the money for access, Cloudflare then let me know that I only receive 5GB/month of traffic (this is extremely low) and I must pay an extra $1 per GB. I then requested a cancellation of my purchase with refund as I had not used the service for more than an hour. After submitting a ticket, I was told that under zero circumstances will Cloudflare offer anyone a refund per their TOS. I responded to them asking if deceptive marketing and intentionally low capacity would constitute a refund. I heard nothing after. Per Cloudflare, their pricing is only viewable in the user's dashboard, not in the public's eye - I would only presume this is because they are aware of the price deception and structure and would be under fire for such practices being openly seen. When I go to my dashboard, I get sent back to the previous page in an infinite loop. I finally caved and purchased their Pro plan. After realizing that the first 5gb of network traffic (per month!) would cost an additional $1/gb, I asked for my refund - which was denied. I searched everywhere online to find hundreds of others complaining about the same deception I had experienced. I am writing this on behalf of everyone else and myself to shed light on a large company's anti-consumer practices.

  Business Response

  Date: 08/23/2023

  Hello,

  It looks like your request was resolved on 8/22/23. Please contact Cloudflare support if you require any further assistance.

  Kind regards,

  Cloudflare Trust & Safety

• Initial Complaint

  Date:08/08/2023

  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.

  Dear Sirs,I cannot enter the website *********************** It is blocked and I do not understand the reason. This problem is not a recent one and it is a general problem. I have a new computer and I am in ******, *******; when I am in *****, ******* or in ***** the problem is the same (it cannot be my browser or my computer). I contacted boublelist.com and they told me to contact cloudflare but it is impossible to contact them. Also via ICANN it is impossible. Nobody answered. Herewith a screenshot Thanks for your help Best regards *****************************

  Business Response

  Date: 08/09/2023

  Hello,

  We do not control who access certain sites and that is up to the domain owner. It looks like you already reached out to them and they will need to resolve the issue. Another solution is to submit an abuse complaint through our form and work with the host about your issue.

  Abuse form - cloudflare.com/abuse/form

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20441221
  
  I am rejecting this response because:

  I wrote to *************************** and this is the answer:

  "Support Level 2 (Doublelist)
  
  Aug 3, 2023, 5:40?PM PDT
  
  Hello,
   
  Cloudfare is the cybersecurity company we use for our website. When this block appears on your browser it does not mean that your doubellist account is banned. 
   
  Cloudflare can block your IP address if it deems it dangerous or spammy, leaving you locked out. The problem typically lies in Cloudflare being over-protective and blocking IP addresses that do not pose any threat or if you are using a VPN to access our site. But it can also be a browser issue.
   
  We recommend resetting your browser settings and turning off your VPN (if using one). Please note this is not something we can control or disable.
  ******* - Support Level 2"

   

  This is not my problem but a general problem as nobody can connect to the Doublelist.com here in ******* or in *****. It is sufficient to do a search on ****** or ******* to better understand the problem.
  

  Sincerely,
  

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

  Business Response

  Date: 08/10/2023

  The response you received is definitely not coming from a Cloudflare representative. Like I previously mentioned, you will need to work with the domain owner to resolve the block. The domain is using our services but we do not place blocks for specific users or IPs. That setting is done by the domain owner.

  Can you send a screenshot of the issue?

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20441221
  
  I am rejecting this response because:

  why do they say the opposite? The domain is located in ******* ****************************************************************, 101, IS. Apart from the response received, doublelist.com is no longer responding and there is no BBB in ******* that can help me of course.

  This email address *************************************************************** is totally useless.
  

  Moreover at the bottom of the screenshot you can read  Cloudflare Ray ID: ****************  Your IP: 84.157.134.22  Performance & security by Cloudflare

   

  Herewith a screenshot of the page

  Sincerely,

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

  Business Response

  Date: 08/10/2023

  Hello,

  Just exactly what the screenshot describes, you will need to work with the domain owner. Cloudflare has no control over this as this is set by the owner.

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20441221
  
  I am rejecting this response because:
  What exactly does the screenshot describe?

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

• Initial Complaint

  Date:07/09/2023

  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.

  Subject: Cloudflare improperly denies access to legitimate user. I am using ustraveldocs portal for scheduling **** appointment. When there is no appointment date available, the portal asks the user to hit the back button (not the browser back button) in the portal to select another date/location. Hitting the back button takes to access denied Error 105 and rate limited from Cloudflare.Cloudflare has blindly implemented rate limiting without understanding the usage or functionality of the portal. When the portal offers the functionality to go back, how can Cloudflare deny service to a legitimate user of the portal.

  Business Response

  Date: 07/11/2023

  Hello,

  What is the domain in question? How did you determine this is related to Cloudflare?
  
  From what you described, you will need to take this up with the domain owner. The error you're receiving is a misconfigured DNS setting which is handled by the domain owner and not Cloudflare. You're seeing this error since the domain is using Cloudflare.

  Unfortunately there isn't anything we can do and you will need to work with the domain owner.

• Initial Complaint

  Date:07/04/2023

  Type:Delivery 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 filed a complaint with cloudflare last year along with a cease and desist order regarding my private illegal use of my information on XLEK.COM ************ now has a new name as they switch back and forth and continue to use my private information. I want to know whom the hosting provider is as this company XLEK.COM/************************ who is the actual hosting provider Cloudflare was informed of the Cease and desist order and this company XLEK.COM now under ***-official.com is the same people who owned the other name and uses both. but they have a cease and desist order by the court order to remove my private information by law.They are violating that court order and subjected us to id theft, harassment, stalking and illegal use of our private information selling. What they have done is against the law, my personal private information is not public records. it is unlisted. and other private information such as our ss numbers, other numbers are listed on their websites and giving out our information is cause for alarm. I have already sent information to cloudflare complaint # c0ed1ec2aeee8b8

  Business Response

  Date: 07/04/2023

  Hello,

  You filed your report under the incorrect category and the *** was incorrect. Please file another abuse report with the correct requirements. From there we will provide you the hosting provider contact information and you will need to work with them in removing the content.

  Please use the link below to submit your abuse report.
  
  Cloudflare offers network service solutions including pass-through security services, a content distribution network (CDN) and registrar services. Due to the pass-through nature of our services, our IP addresses appear in WHOIS and DNS records for websites using Cloudflare. Cloudflare is generally not a website hosting provider, and we cannot remove material from the Internet that is hosted by others.
  
  To ensure the prompt processing of your abuse report we request that you please submit your abuse report through Cloudflare's abuse reporting web form at: *******************************************.

  Customer Answer

  Date: 07/04/2023

   
  Complaint: 20271830
  
  I am rejecting this response because:
  
  Sincerely,
  
  **********************;  Their website is not user friendly for filing proper complaints,  however my information has been removed.

  so no further information help is needed. 
  

  Business Response

  Date: 07/11/2023

  Hello,

  Our abuse form is straight forward and there hasn't been any other complaints. We are accepting reports every minute and there are no issues with it.

  With the content being removed, that clearly shows we are not the host and it is up to the hosting provider. That is why we direct everyone to our abuse form, provide you the host contact info then it is up to you to work with the host.