I can't pay my bills with your apologies

Xneelo ****ed my online business for over a week by disabling our email address. This means that we received no emails or orders during this time. We were on holiday at the time, but our web dev picked up on it and responded to them accordingly on the same day that Xneelo notified us of the email issue. XNEELO THEN DID NOTHING!

Upon returning to work the next week, I first became aware of this issue and the impact. Their response....

Their response to the service failure....

"Following my telephone discussions with Robyn, I would like to provide you with an incident report that involves your_________ domain;

- Wednesday, 18 September 2019 09:10, first email communication from Xneelo Trust & Safety Team. The "./wp-includes/class-phpmailer.php" file was disabled by modifying the file permissions. At the same time all web forms relying on this file were disabled.

- Wednesday 18 September 2019 20:57, first response was received from Robyn. Robyn advised that the Captcha code had been added to the mail form

- Thursday 26 September 2019 16:24, follow up received from Robyn

- Monday 30 September 2019 14:44:45, file permissions of "./wp-includes/class-phpmailer.php" file was reset All functionality to web forms were restored.

The case was assigned to a queue which is not actively monitored for customer responses and as a result caused long delay in receiving a response to Robyn's emails. On behalf of Xneelo, please accept my sincerest apologies for the poor service you received from us. This is definitely not the way we normally conduct business.

Robyn going forward, we recommend calling us in cases where urgent assistance is needed, as we may only see an email after considerable time has passed. Our Support Team is available 24/7 to assist."

In summary, Xneelo does not monitor a key email inbox about does not advise their clients of this when communicating from said email address. They crippled my online store and simply left us hanging despite our web dev promptly responding to them.

Called Virgel at their offices and all I got was a "sorry".

Is this an acceptable response from a company with the ethos "With a stable network and round-the-clock support from our technical consultants, we ensure that your website stays up, stays fast and stays supported."?

Would please like 30 minutes with your the Xneelo CEO or MD so that they can explain this service failure to me in person.

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