Something has gone off the rails at Mailfence
I've been a paying customer of Mailfence for years. Recently, they froze my account, said it is scheduled for deletion and are turning away emails. They further state that my account can only be unfrozen by an intervention from user support. I have emailed sales, support and abuse at Mailfence 2 times each and have yet to receive a reply or any information. It is frustrating and VERY disappointing. It seems like extortion or a scam. Up until very recently, things have been fine. Now...not so much!
Reply from Mailfence Secure & Private email
Hello,
Thank you for raising your concerns. We understand how disruptive it can be to experience an unexpected account authentication block
To clarify the situation:
Your Mailfence account was scheduled for renewal on January 17. Beginning December 27 of last year, multiple automated reminders were sent requesting an update to your payment information, as the credit card on file could not be charged. Unfortunately, we did not receive a response to these reminders prior to the renewal date.
As a result, the account was automatically blocked on January 19 in accordance with our billing policy. You contacted us on Friday, January 30, and our support team responded on the next business day, Monday.
We would like to stress that this was a standard billing-related suspension, not a permanent deletion, and there was no intent to withhold service unfairly. That said, we recognize that the interruption and the timing of the response were frustrating, and we regret the inconvenience this caused.
We are continuously working to improve how we communicate and handle billing-related account restrictions, particularly for long-standing customers. Your feedback is valuable in helping us improve these processes.
If you have any remaining questions or need further assistance, our support team will be happy to help.
Kind regards,
Mailfence Support Team