Complaints

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

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  Rackspace US

  1718 Dry Creek Way, Suite 115 San Antonio, TX 78259-1837

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  Rackspace US

  5000 Walzem Rd M.s. Us 109-2301 San Antonio, TX 78218-2117

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:07/03/2025

  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.

  Cancelled the service June 11th 2025 after (estimated) 10 years of being a customer when our business needs required us to move to a different email solution. Here on July 3rd the thanks they give me is to continue charging my credit card. After well over half an hour on the phone, I later got an email saying I had to give 30 days notice which is complete BS. The service was cancelled 22 days before the next billing cycle and there is no reason for this. They are making things up as they go.I sure hope anyone contemplating hiring Rackspace to provide service sees this and knows they will be working with THIEVES!!!!

  Business Response

  Date: 07/10/2025

  Hello-
  After carefully reviewing details of your account and considering the circumstances surrounding the dispute, the charges are valid. The charges are from June 2025 to July 2025 for services that were already utilized. 
  The account cancellation was performed after the customer requested full cancellation on?June 12, 2025. The monthly charges on the bill is for the services provided in June, since those are billed in arrears. Customer is not eligible for any Credit.?All the invoices are valid.
  Regards,
  Rackspace Technology
  

• Initial Complaint

  Date:05/26/2025

  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.

  About a year ago I moved my email hosting away from Rackspace to *****. In the process I cancelled the email hosting service at Rackspace and even filled a request with Rackspace to help me move the email hosing service.About 10 days ago I stoped receiving email. It appeared Rackspace had remained my domain hosing provider and has blocked DNS traffic till I renewed the hosing of my domain name and pay for a year of email hosting I did not use and obviously canceled. I simply asked Rackspace to provide me with a code allowing me to move my domain hosting elsewhere as I had no intentions to renew hosting services with ******** Rackspace requires me to indemnify them for my ability to claim damage caused by blocking me from having access to my email before they will provide me with the transfer code.

  Business Response

  Date: 05/29/2025

  Hello,
  
  As our standard procedure, Rackspace cannot transfer a domain code until there is a zero balance on the account. Our account team has been active in communicating with this customer in order to fulfill the zero balance and transfer the *** Code. Please continue working with the Rackspace Account Team and we can resolve the matter expeditiously.
  
  Regards,
  Rackspace Technology

• Initial Complaint

  Date:05/14/2025

  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 started a service with rackspace to host my email. After several attempts was unable to successfully load my info on their platform. Called customer service and they refused to help and received deplorable service. I've sent responses to the declined card payment email as far back as a year ago and no attempt was made to settle my cancelation request. I finally received a response on the 3rd 4th attempt and was told I must pay before I can cancel for services not rendered to me. They also acknowledged I requested to cancel service in June of last year. However despite multiple requests attempts to charge my card happen every month and at this time I consider these to be fraudulent and will advise my banking institution at my earliest convenience.

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  In late March 2025, I submitted a request to Rackspace to provision a firewall for our existing production Windows server in Cloud Account #******. Instead, Rackspace provisioned the firewall in a completely separate and unrelated Dedicated Account #*******, rendering it unusable.I immediately raised concerns and asked how a firewall in one account could protect a server in another. I received no clear explanation. Instead, I was instructed by Rackspace staff (******* ********** and ****** *****) to link the accountsa solution later admitted to be technically invalid.Over the course of four weeks, I worked through three support tickets (#******-18133, #******-00485, #******-00487) and interacted with over a dozen support engineers. I had to re-explain the issue repeatedly due to lack of ownership and conflicting advice. Eventually, a senior network engineer confirmed what I had already determined: firewalls do not work across accounts, even when **************************** proposed fix was to rebuild our production server in the wrong account to match the firewallforcing us to absorb costs, reconfigure infrastructure, and risk downtime. I rejected this solution and requested Rackspace cover the rebuild effort. These requests were ignored.Despite numerous attempts, I have been unable to escalate this to a senior manager or VP. No apology, compensation, or solution has been offered. As of this writing, we still have no firewall in place.This has caused a serious security risk, operational delays, and unnecessary costs for our organization. We are seeking a full refund for the firewall, compensation for time and damages (six months of free cloud hosting), and a formal written acknowledgment from Rackspace leadership.

  Business Response

  Date: 05/21/2025

  Hello-
  

  Rackspace has looked into your complaint. Someone from our Customer Success Team has reached out to the customer and is trying to mitigate. ******************** considers this matter resolved.   
  

  Regards, 
  Rackspace Technology 
  

  Customer Answer

  Date: 05/23/2025

  Complaint: 23292284
  
  I am rejecting this response because Rackspace continue to deceive and ignore.

  On 5-13, I gave notice that I wouldnot be moving foward with the firewall after the many challanges. 
  No one on the email chain responded including senior management.

  Last week, I deleted my cloud server and moved my services to another provider. Today I requested account closure and was told that I still had a firewall on the account though it was never available to me and never used due to the challanges outlined in my previous account.

  I need to seperate and part ways from Rackspace where my account and relationship is completely servered.

  From 5-13, no one has replied to my email. See attached.
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:04/24/2025

  Type:Order 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 was a customer for more then 10 years and before that i was a customer of the company they purchased. over the years they kept rising prices. my server was around 10+ years old and we were being over charged and had ballooned up to arox $1300/ month. Every year they kept threatening with higher fees unless i sign a new yearly contract. now that the server was so old we had to pay additional end of life charges for something completely obsolete. Finally we had enough and in sept 2024 we found another hosting company for a 3rd of the price with a new more powerful windows server. I told them i was canceling my account SEPT 24 via email and phone and ticket systems. i was NOT under contract since it expired almost a year ago. i was told i had to submit a new ticket even though i told them over the phone /email/ and prior ticket to cancel the account and that i was giving them my 30 days notice. well of course they did not acknowledge this and so i went ahead and submitted another "TICKET" request in October and I told them I was paid up through NOV. They then told me I had to give them a 90 day notice!!!! Well i originally told the to cancel this in SEP 24 which would have ended through NOV. So at LEAST that was my 90 days notice!!!! ........ Forward to today 4/25 and they sent me to collections saying I OWE ALMOST $9,000!!!!! WHERE DID THAT COME FROM????? I WAS ONLY PAYING $1300 MONTH .... WHERE DID THEY GET $9000 FROM ?????? THIS IS EXTORTION AND FRAUD AT THE HIGHEST LEVEL !!!!!! I paid for probably $150,000 in hosting fees over the years and this is how they treat a long time customer and one who was paying way more for something that never should have.

  Business Response

  Date: 05/07/2025

  Hello-
  Rackspace has reviewed your complaint and have escalated this matter to our Customer Success and Billing teams and we are actively working on a resolution. We will provide a response shortly.
  
  Regards,
  Rackspace Technology

  Customer Answer

  Date: 05/07/2025

  Complaint: 23245346
  
  I am rejecting this response because:

  waiting for them to actually respond. also I have later discovered what they have done is not legal in my state. They are required to send written notices of auto renew and they did not. they actually continued to bill me for 6 months AFTER i notified them i was canceling the service. I also looked up how much i spent with them and it was almost $100,000!!! for a 10 year old single CPU server with an out of contract date windows and sql lisc. 

  
  
  Regards,
  
  **** *******

  Business Response

  Date: 05/14/2025

  Hello- 
  Rackspace has looked into your complaint. Our Team is correcting the termination date to reflect December 2024. The Customer will receive a credit on the invoices from Jan., Feb., and March of 2025. At this time, Rackspace considers this matter resolved.  
  Regards,
  Rackspace Technology 
   

  Customer Answer

  Date: 05/14/2025

  Complaint: 23245346
  
  I am rejecting this response because:
  

  I owe $0 and this was not communicated in their response.

  
  Regards,
  
  **** *******

• Initial Complaint

  Date:10/09/2024

  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 am filing a formal complaint against Rackspace for continued billing after my account was closed, and for inadequate customer service in addressing the issue. Below are the details of the situation:Account Status: My ******************** account was closed as of August 2024, as documented in ticket #******-ORD-0001357. Despite this, I have continued to be charged for services that I have not used since 2021. Rackspace has been billing an expired credit card, even though there is no valid payment method on file.1. Lack of Resolution: Over the past few weeks, I have made multiple attempts to resolve this issue. I contacted Rackspaces support team and spoke with at least SEVEN different representatives, none of whom could provide a clear explanation or resolution. I have no account manager or representative assigned to me, and the email responses I receive come from a no-reply address, making it impossible to communicate.2. Inconsistent Verification: When I contacted Rackspaces Accounts Receivable on October 9, 2024, I was told they could not verify my information because my account is closed. However, in prior interactions, Rackspace was able to verify me despite the account being closed. This inconsistency has added to my frustration, and no resolution has been offered.3. Harassment and Unprofessionalism: I am repeatedly being contacted regarding this unresolved issue, despite clear documentation of my account closure. ********************* failure to stop these charges and address the problem in a professional manner is unacceptable.I am requesting that Rackspace immediately cease all contact, refund any unauthorized charges made after the closure of my account, and take steps to resolve this issue once and for all. I have been a customer in the past and expected better from a company that was once reputable.Thank you for your assistance in this matter.

  Business Response

  Date: 10/16/2024

  Hello- 
  

  Rackspace has looked into your complaint. After carefully reviewing details of your account and considering the circumstances surrounding the dispute, a proper closure of your account is missing. The proper format is found in the *************** Agreement under Section 4.1 Term- either party provides the other with written notice of termination at least 90 days prior to the expiration of the then-current term. Customer is responsible for requesting account closure by visiting the Rackspace Customer portal.  Since some customers move servers and still utilize other Services provided by Rackspace, we will never delete a backup or any customer data without the customer explicitly requesting and confirming we do so in writing. ?Rackspace is never liable to remove the files related to deleted server. At all times the customer is.  
  All the above is backed by Cloud Terms of Service & Cloud SLA and shared with customer.? 
  The account cancellation was completed on 09/27/2024 - after the customer raised a ticket requesting cancellation in accordance with the Terms of the Agreement. 
  The Customer has also been offered a credit.  At this time, Rackspace considers this matter resolved.  
  

  Regards,
  Rackspace Technology 
  
  

• Initial Complaint

  Date:09/24/2024

  Type:Billing 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.

  Rackspace double charged me for close to a year. I have tried for over 9 months to get this resolved. Hoping a complaint will assist in rectifying situation. You can't speak with someone in billing and creating tickets on their system goes no where. Last ticket created with detailed information denoted below as per their ************ are the details. I have ONLY ever had 2 emails on ** 36 and 5 on Rackspace and am being charged for 6. And, was double charged from 3/1/23 through 2/28/24. I should have been charged $32.40/month and you charged me $68.40- same email addresses charged as both rackspace and **365. I have tried and tried to get this resolved. You OWE me $432. Info as follows:EMails on **365- 2 (do not want to put email addresses on complaint)Emails on Rackspace- 5 Ditto INVOICES Mar 23- B1-65902690- charged 6 Rackspace and 6 **365. Only signed up for 5 Rackspace and 2 **365 Apr 23- B1-66501578- ditto May 23- B1-671000129- ditto Jun 23- B1-67695505- ditto Jul 23- B1-68302085- ditto Aug 23- B1-68896935- ditto Sep 23- B1-69482407- ditto Oct 23- B1-70081978- ditto Nov 23- B1-70676867- ditto Dec 23- B1-71273683- ditto Jan 24- B1-71870807- ditto Feb 24- B1-72478189- ditto As of March '24 it went to the correct billing. I STILL have no access to 4/5 emails. Your techs can't direct me to where the passwords are kept. Doesn't leave me feeling secure that your employees don't know how to navigate your website.Furthermore, I have been trying for 3 years to get the lost emails from the malware attack you experienced in '22 (don't quote me on date, but believe it was that far back).Last, have tried with techs to access emails on phone and they can't seem to help with that ********* you can see, am more than frustrated/annoyed and everything in *********** owe me $432 and justification as to why I am unable to access emails. What good is your service if it doesn't work and your techs can't make it work.

  Business Response

  Date: 10/01/2024

  Hello-

  Rackspace has looked in your complaint.  Someone from our Customer Success Team has reached out to the customer and a credit has been offered and accepted for the billing inaccuracy. Rackspace considers this matter resolved.  
  
  Regards,
  Rackspace Technology  

  Customer Answer

  Date: 10/01/2024

  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.
  

  I will await communication in regards to accessing emails on their portal per our zoom call 9/30/24.  Thank you for your quick response ******.

  Regards,
  
  ******* ******

• Initial Complaint

  Date:08/05/2024

  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 had an email account with ********************. I cancelled in March 2023 - they are still billing me. They say they don't have a record - their customer service was always awful. I haven't used the account in a year and a half and they want me to pay $100 to close it.

  Business Response

  Date: 08/07/2024

  Hello-
  After carefully reviewing details of your account and considering the circumstances surrounding the dispute, the charges are valid. Someone from our account team reach out on August 6, 2024 and reviewed that no records were found of a proper cancellation notice. Rackspace went ahead and closed the account on August 7, 2024.
  All the invoices are valid as the customer did not appropriately closed the account.
  Regards,
  Rackspace Technology

• Initial Complaint

  Date:06/18/2024

  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.

  We closed our Rackspace account on February 29, 2024. I have the Support Ticket that verifies the closing of the account. But then we were charged $597.01 for the month of March 2024. We also have been charged an extra fee of $180.00 for no reason, and we have been charged $24.00 a month ever since the closing of the account. That charge seems to be for an email account which we request to be closed on February 29th also. They say they won't remove the charges from our card. When I call their offices to get this matter taken care of and request a refund on our card, they say they can't issue a refund. And when I ask to speak to their manager they say the manager is not available. Then they tell us we can respond to the Support Ticket, but they have shut down our password so we cannot respond. This is one shady operation.Meanwhile we have our ******************* charging us fees and penalties for this abuse. We were customers at ******************** for ** years, and this is how they treat us.

  Business Response

  Date: 06/21/2024

  Hello-
  After carefully reviewing details of your account and considering the circumstances surrounding the dispute, the charges are valid. The charges are from January 2024 to February 2024 for services that were already utilized.
  The account cancellation was performed after the customer requested full cancellation on February 29th,2024. The monthly charges on the bill is for the services provided in February, since those are billed in arrears. Customer is not eligible for any Credit. All the invoices are valid.
  Regards,
  Rackspace Technology

• Initial Complaint

  Date:05/24/2024

  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.

  In February, Rackspace notified us of a price increase of $49.79/month for hosting. (Current monthly bill was $749.45, increasing to $799.24 June 1, 2024.) The notice said to respond to "avoid the additional fees outlined." I responded & was told "the only way to save you from a price hike is renewing the device," but ours couldn't be renewed so a replacement server was suggested. We were sent a proposal in March, stating the "total monthly invoice" would be $800.27 with "$0 setup fee." This was comparable to what we would pay with the increase & "locked-in" pricing for 25 months, so we agreed. In April, we were told the server was ready for migration. At that time, Rackspace informed us that migration, which is offered free by many hosting companies, was an additional $2,000-$3,000. We immediately said cancel the service order since this wasn't previously disclosed. Instead, Rackspace offered to migrate us for free. During this process, our websites failed to work when it was tested on the replacement server. As Rackspace tried to fix this, we were billed $1497.94. One invoice said this was for **** but their system stated "April 1-30 billing period." Concerned, I immediately reached out. I was told there were additional fees not mentioned in the service order that said $800.27 was the "total monthly invoice." *********** order also stated, "The Agreement constitutes the complete and exclusive agreement between the parties" and that it "supersedes and replaces any prior understanding or communication, written or oral." There was never any mention of additional fees, contracts, mandatory firewalls, etc.We tried to resolve this with Rackspace, requesting they rescind the service order due to "mistake of ***** ******************** They refuse. After months of back & forth, we took our business elsewhere on May 17 - getting more service for a better price. Rackspace continues to refuse to terminate our services, saying we will continue to be billed monthly.

  Business Response

  Date: 05/28/2024

  **************** signed a 25 month Agreement on 19 March 2024.  There is a process to terminate services for convenience, as stated in section 4.2 and 11.5 of the Rackspace MSA. (**********************************************************) 
  Since she still has 23 months left on this Agreement, the termination is subject to an early termination fee equal to the monthly recurring ********* the number of months remaining in the term of the Service Order. 
  **************** has not provided notice of early termination in accordance with the Terms of her Agreement.

  Customer Answer

  Date: 05/28/2024

  Complaint: 21752092
  
  I am rejecting this response because it does not address the complaint. The validity of the "agreement" (service order proposal) that was signed on March 19, which the business refers to in their response, is at the center of this complaint because the business grossly misrepresented the agreement/service order proposal. It was presented to us as a way to "avoid the additional fees outlined" in a price increase notice and as "the only way to save you from a price hike." We believed this because it said that the "total monthly invoice" would be $800.27 -- similar to what we had been paying monthly. Instead of saving us money, however, we were hit with an immediate price hike because the proposal failed to mention that there were other mandatory charges and fees, including a firewall that costs nearly $200 a month.

  The agreement said, "The Agreement constitutes the complete and exclusive agreement between the parties" and that it "supersedes and replaces any prior understanding or communication, written or oral." (See page 2 of the attached agreement, just above my signature.) It clearly indicates that the agreement is the only agreement. However, after getting my signature on the proposal, Rackspace has since revealed that's not the case. 

  Our "total monthly invoice" is not $800.27. In fact, we were charged $1497.94 on May 6, which is when we learned that there were additional monthly fees for a mandatory firewall that were not outlined in the March 19 agreement. The agreement made no mention of a firewall at all. The only thing it said was not included were taxes. While we previously went under contract for a firewall, we believed that contract was voided with the new agreement because it says it "supersedes and replaces any prior understanding or communication, written or oral."

  We were under the impression that the $800.27 was the "total monthly invoice" because that's what it said. There was no way for us to know that the agreement wasn't "the complete and exclusive agreement between the parties" as it stated. We have been trying to amicably resolve these issues since April when we first learned that there was a $2,000-$3,000 migration fee that Rackspace's agreement also failed to mention, instead stating there was "$0 setup fee." They did offer to waive the migration fee, but then we discovered the other costs/fees that had been hidden from us after we were billed $1497.94 -- which their system says is for April 1-30, but Rackspace produced a conflicting invoice that states it's for May. 
  
  The issues we have discovered were troubling and caused distrust. I have a file an inch thick of documentation, and it's worth mentioning that prior to this, we were a customer in good standing for roughly 8 years. However, we could not overlook what had happened in this situation and have any faith in Rackspace. On May 17th, we asked to terminate all services and decommission all devices, in writing. Yet, Rackspace still denies that we that we've provided notice of termination.

  It is my position that the March 19, 2024, agreement is invalid and that Rackspace has been made aware repeatedly that we wish to terminate all services. They refuse and have chosen to harass us via emails instead as they try to bully us into this invalid agreement that they grossly misrepresented as a way to save us money on services. It doesn't. It actually costs hundreds of dollars more a month than the proposal stated. 

  It's also worth noting that Rackspace offers cheaper servers that would have met our needs, which we discovered while searching for cheaper services, but they failed to offer us something that was more cost effective. Instead, the evidence supports my belief that they tricked us into signing the agreement for a pricier option with the deceiving proposal made, which misrepresented the "total monthly invoice" by hundreds of dollars.  

  According to a ticket response from their Customer Success Manager (see attached), it is possible for Rackspace to end our agreement and waive any alleged fees. "Considering your past association with Racksapce [sic] we have escalated this to the leadership for an early termination fee waiver," *********************** wrote on May 23. However, *********************************, Senior Director Customer Success, started emailing me today, May 28, requesting a phone call. Because promises were made in other calls that were later denied, I have requested that all communication be in writing. It doesn't seem Rackspace wants to do that, which again fuels more distrust with the company. 

  We would like Rackspace to terminate any and all services, decommission any and all equipment/devices, and release us from service, waiving any alleged termination fees. Had they been transparent in their proposal, we would have gone elsewhere months ago. Instead, we wasted time, giving them the opportunity to make this right, and they have failed miserably, forcing us to end our business relationship with them. 

  Regards,
  
  ***************************