Iron Mountain
Charged Card after Cancellation

I have been a customer of Iron Mountain for some time. I've used their Connected data protection service to do backups of my critical data.

1. Three days ago, I lost my main data drive – total failure, all data lost. I replaced it with an external drive and tried to use Connected to restore some of the settings and date. Connected kept crashing – probably because the data drive was gone – making the data I’ve been paying them for years to protect, inaccessible right when I needed it most. Thankfully, I also have on-site backup and was able to restore it from that. If I didn't, and was relying on Connected to do what they are supposed to do, I would have been in big trouble.

2. I went to their website to try to figure out how to get it set up and working with the different drive, and found out they don’t support external drives, so not only can't I access my data, I can't use the service going forward.

3. When I went onto their website, I also found out they've been charging me the 10GB rate for a 4GB plan for years. Thanks a bloody lot for that!

4. To add insult to injury, they billed me after I initially cancelled the account. I cancelled it online, using one of their forms, and 24 hours later, I get into my office in the morning to find an email from Iron Mountain saying I need to use some other form - not the form I originally filled out - to cancel the account. What else was in my inbox? Another monthly bill charging my credit card!!!

5. I tried for an hour on international long distance to get through to someone to sort this out, but they provide absolutely NO phone number for the billing department. They give an email address. How can they be charging people's credit cards and offer no phone number???

I want a refund and an apology. They did not provide the service I purchased (data backup that I could access for drive recovery), they charged my card after I cancelled the account, and they provide no customer service phone numbers.

Company: Iron Mountain
Country: Australia
State: New South Wales

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