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Initial Complaint
02/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hi,My name is *********************. My Customer Number ************* year, I learned the IBM skillsbuild to pursue my IBM Data Analyst Certification. There is one part to use the IBM cloud to finish the assignment. I registered for IBM Cloud, but I didn't realize I receive the following large amount of tickets in the following months. I use nothing from it.I asked ***** to cancel the ticket and my account, and he sent me the method and ticket link. I finished the cancellation requesting ticket on *** 15. Then I received the IBM email which shows my account was deactivated and suspended on *** 16. Then I received an IBM cancellation email on Feb 08.However, I still receive *****'s( account receivable) email invoice that the bill that I requested to cancel by IBM ticket is late to pay. I sent him the email. NO REPLY.I received a new bill for *** 01-***30 which is about 252. Why the account which is suspended on ***16, still produce the bill?I called the IBM customer support, and the representative let me send the situation to the email ************************************ I sent it with details, but I got NO REPLY.I sent the situation to ***** ************************************************ for several emails. I get NO REPLY.What should I do next? How do you resolve my situation?I am requesting to Clear all my bills and Close the IBM cloud account totally.Don't let these bills affect my credit.I need someone to support my case instead all no reply.I have attached all the invoices and emails.
Business response
03/01/2024
Investigated client concerns regarding IBM ***** Services billing and provided update to the client that since the IBM ***** Services were used the associated billing charges are accurate.

Attached copy of email exchange with client; graph of IBM ***** Services since account was opened in October 2023 and canceled in January 2024; breakdown of monthly charges from the client's IBM ***** Services dashboard which matches the invoiced billing.
Customer response
03/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
1. Tell me why the istance hours consumed 2160 hourrs in November, and it was charged $167.48. However, the instance hours consumed 2232 hours, but it was charged ******. In this process, I didn't change any service and loged in the account.
2. Explain the action that IBM skillup course, which set it a must to finish the assignment, to lure me to register the IBM cloud and caused the following fee.
Thanks

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
03/29/2024
IBM is in the process of issuing credits for IBM Cloud billing. As per the attached email correspondence credit information should be available next week.
Customer response
04/01/2024
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 and the matter has been resolved.

Sincerely,

*********************
Initial Complaint
08/01/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My department in my organization purchased two annual SPSS subscription licenses in December 2022. The first issue was that we are a nonprofit, but their purchasing process does not ask for that information. We were charged taxes and had to ask to be reimbursed. This started in January 2023. The issue was not resolved for three months. In those three months, I could not use my company credit card or get reimbursed for expenses because of company policies. Getting this resolved was a nightmare. It took 10 emails and several attempted phone calls over the three months to get them to reimburse me. My initial email included the tax exemption paperwork. I was bounced to many people and they kept sending it back and forth. Then, in May, the same charge appeared on my company credit card again! I am not sure if it is for taxes or for a monthly subscription fee that I do not have. I started emailing again and we are now in a new fiscal year and it is unresolved. My company card is locked down again causing havoc as I cannot use it or get reimbursed for expenses incurred during the time I could use it while the charge was on there. It took an email telling them that I am going to report the charge as fraud to get a response just last week in July, and they are now considering opening a dispute on their end. I asked for an update and still have no reply. I think I have to report it as fraud now. This is ridiculous. Terrible customer service. Never expected this from IBM. They know that SPSS is one of the only products like it out there. I am thinking we will try something else though next year. Just terrible and I don't know what to do from here.
Business response
08/09/2023
#******** I sent an email to the *********** asking that she provide me additional information so that I can further investigate her issue.
Customer response
08/16/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Hello

I got the following message from the BBB yesterday:

We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: 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.

This complaint is not resolved. I was last emailing with ******* ******* and mistakenly thought she was from the BBB (see email chain below) I see now that she is from IBM. They did not remove the charge and I have not heard back from *******. My organization is now disputing the charge with the credit card company. The card was discontinued and we are waiting for resolution. It is being investigated for fraud.

Thank you,
******

Sincerely,

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

Customer response
08/22/2023
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 and the matter has been resolved.

Sincerely,

*********************
Initial Complaint
04/20/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On January 31, 2023,I wrote IBM an email stating that I will not continue my subscription with them and for them to cancel it immediately. They continue to bill me every month for SPSS software that I have not used since January 20th. I was not able to cancel through my online account because the verification APP that generates security codes is not recognized by my online account. I was not able to cancel by phone because I am out of the country and there are no local numbers for the country in which I reside. Hence, I sent them an email canceling my service as of January 31st and they continue to bill me each month. This is extortion.
Business response
05/05/2023
Reviewing

Customer response
05/09/2023
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 and the matter has been resolved.

Sincerely,

*********************************
Initial Complaint
08/08/2022
Complaint Type:
Product Issues
Status:
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.
Used IBM Cloud recently. Without warning, my account was deactivated and I was asked to email their Trust Enablement Team. Upon contacting this team, an email came in quite rapidly stating the account was deactivated and that no services could be provided. Additionally, during a phone call made to IBM, the issue could not be resolved with any information given to me whatsoever. After another email to the trust enablement team, no response was received. This incident occurred on July 14.
Business response
08/08/2023
As per the original email from IBM, we reviewed your account/transaction and will not be able to offer services. No further information will be disclosed regarding this matter.
Customer response
08/08/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The answer provided by IBM is not sufficient to satisfy this complaint. The business has constantly failed to respond to these allegations (of presumed fraud) in a timely manner and in a professional setting. It is being requested that a less automated message is relayed to me detailing the actual situation.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************
Initial Complaint
05/26/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have received two emails from IBM that I have no idea what they are related to. They appear to be related to some technical system. I do not have any relationship with IBM whatsoever, and I should not be receiving these emails. I believe there is a system error that is generating these emails.Additionally, there is no way to opt out of the emails, as the unsubscribe link direct me to a login page but again, I have no relationship with IBM whatsoever, and therefore I have no login. Finally, there is no way to email the sender to request time to stop.Therefore I am communicating to IBM through the Better Business Bureau mechanism. A copy of the offending email is attached.
Business response
06/14/2022
I reached out to ************** to let him know that I am investigating this issue.
Customer response
06/15/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I'm very appreciative of *** ******* looking into the issue. We've exchanged several emails and I've provided additional information. She has been very responsive. Once *** ******* has resolved the issue, we can close this case.

Sincerely,

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

Customer response
06/24/2022
Complaint can be closed. As a result of filing the case, IBMs escalations team reached out, acknowledged the issue and that it was impacting others as well, and would resolve. I dont know if its been resolved, but have contact info to escalate if needed going forward.
Initial Complaint
05/10/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I can provide more details if needed. I work for an MSP **********. We have spent almost a year and much time trying to correct a licensing issue with IBM. IBM is not responding to emails directed to the **** software department. I hate to go to this level, but no other options. This has been a challenge since last year. There should be a new order for ** **** licenses that will stay active. The below old legecy IBM Passport Advantage need to be set to terminate at expiration. Easy task, but very poor experience making it happen.PICS IBM master account number is ******** LNK *********************** end client IBM account is ********. Please set the below IBM Passport Advantage orders to terminate at expiration. Please update once completed.End Client IBM account ******** ********************* PPA orders Charge agreement number : ********** IBM ******************************** Managed Client Device Qty: 2 Contract duration: 12m Renewal type: Auto Renew for original term Expiration Date: Mar 31, 2023 Charge agreement number : ********** IBM ****************** Suite Managed Client Device Qty: 8 Contract duration: 12m Renewal type: Auto Renew for 12 months Expiration Date: Aug 27, 2022 Charge agreement number : ********** IBM MaaS360 Essentials Suite Managed Client Device Qty: 5 Contract Duration: 8 months Renewal type: Auto Renew for 12 months Expiration Date: Jan 1, 2023 Charge agreement number : ********** IBM ****************** Suite Managed Client Device Qty: 8 Contract duration: 16 months Renewal type: Auto Renew for 12 months Expiration Date: Aug 27, 2022 Charge agreement number : ********** IBM MaaS360 Premier Suite Managed Client Device Qty: 2 Contract Duration: 1 month Renewal type: Auto Renew for original term Expiration Date: May 12, 2022 Total quantity through PPA is ** ********************* ************ Cell ************
Business response
05/10/2022
Reviewing case details and will provide update after contact with the client.
Business response
05/17/2022
We are working with the client to address these concerns.
Initial Complaint
02/22/2022
Complaint Type:
Product Issues
Status:
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.
Requested cancellation of two services on 8/19/2021 for equipment and software support that is no longer in our possession.Email to IBM on 1/24 reminding them of the cancellation:IBM As **** no longer has an AS400 in our possession we do not require IBM support including Maintenance and Software. Please take this email as our official cancel notice for Software and request the cancel be retroactive to the date on which I cancelled the Maintenance on 8/19/2021. Please advise accordingly. Regards, ****
Business response
06/27/2022
Investigating this issue.
Customer response
07/01/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
IBM is investigating the complaint and has not resolved.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
08/08/2023
As per the attached pdf document, IBM investigation was completed and credits were issued to ****.
Initial Complaint
12/30/2021
Complaint Type:
Sales and Advertising Issues
Status:
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.
I signed up for IBM Cloud to work on a few projects using their services. I didn't begin to start integrating my project with their services until about a month after I had signed up, at this point everything was going well.I needed some help with support, who actually were quite nice and helpful. I was finally about to start working on my project, when completely out of nowhere, the page says it's "logging me out". I had about 6 tabs open with different services/documentation pulled up, and all of them( except one) said the same thing.I wasn't sure what had happened, so I try logging in and it says my account has been deactivated. It told me to contact a chat support member" for more details, and this is where it went downhill in an instant for me. First, you can't actually chat with someone that can even help you without BEING LOGGED IN. So, now I'm confused, how am I supposed to get my account reactivated if I can't even talk to the right people?Luckily, I had a tab open on a support ticket I was about to send in (before my account was deactivated). This was literally the only way I was able to even contact someone, and it was completely just luck that I had a tab open with my support ticket. Firstly, the chat agent was extremely rude. I asked why my account was deactivated and they gave me they said "they weren't at liberty to discuss it" and that I needed to email (again, this email can't be found on their actual website) their account support team. So I send them an email with my details, asking why I was deactivated. They literally told me NO reason for why my account was deactivated, they just said that my account was deactivated and to go **** myself basically.I would NOT recommend this service to anyone. I've read other stories in the same exact situation as me, one minute everything's fine, then the next you're logged out of your account and told your accounts deactivated without any reasoning or ways to fix the issue. STAY AWAY.
Business response
06/27/2022
Investigating

Customer response
07/11/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

They did literally nothing to resolve my issue. First off, I sent my complaint in on 12/30/2021 and they didn't respond until 06/27/2022. It took them 6 months to reply, and all they said in response to my complaint was "Investigating".. Seriously? 6 months to get a one word reply? They haven't called me or emailed me or attempted to contact me in anyway. This is definitely not resolved still.

Sincerely,

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

Business response
07/11/2022
IBM has closed this issue as per the email screenshot provided as part of this complaint. This issue has been thoroughly investigated and the client is not entitled to any services from IBM. No further action will be taken on this issue.
Customer response
07/22/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

They took over 7 months to respond, and answered nothing for me. They said absolutely nothing helpful involving my situation, I don't even think they themselves have an actual answer for me. They have absolutely terrible customer service.

In order for the BBB to appropriately process your response, you MUST answer the question above.

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

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