[kjaftaedi]

My account was 3 weeks old, but that still means I lost most of my work effort for those weeks.

The email I received said

..the associated IP has been blocked by us.

The IP address can only be unblocked, once all steps have been taken to remedy the situation.

But instead of blocking my IP address as their system suggested they were doing, they immediately put everything in the trash, even though their issue was with my personal information and not my systems.

Barely an apology from them for not following their own procedures or giving me a chance to respond.

[throwaway81523]

If you gave them fake info then it is pretty usual for it to be poorly received, though I don't know what Hetzner's past practice is. If you gave them good info that they had some kind of issue with, then maybe your complaint is valid.

I'd add: 3 weeks may not have been long enough for them to send an invoice and bill your credit card. If they didn't receive any money from you, they may not have felt like they owed you anything.

[kjaftaedi]

It wasn't fake info. I used a shortened version of my last name. This is the name I go by because my last name is difficult to pronounce. They had my full last name via my email address and the credit card I used with them. I did not attempt to hide anything, and gave them the same information I use everywhere else on the internet.

Also you are correct, they may have thought they didn't owe me anything, including an apology. They valued my three weeks worth of effort at nothing and before apologizing at least one person attempted to tell me this was my fault.

3 weeks may not seem like a lot of time, but I was spending 16 hour days sometimes getting things up and running because I was excited about what I was building.

When it all got deleted in the middle of the setup, I didn't have the heart or the energy to rebuild everything. I tried, but I didn't have an extra month that I could spare, and was so disheartened from all of the work that I lost that I was not able to regain the momentum that I had and had to move on to other things to be able to support myself.

I know it doesn't seem like much, and I know to them I was nothing, which will forever cement this in my mind as the worst experience I have had with a company to date.

I was so upset about this I spent several days digging up personal contact information for their executives to voice my displeasure, but in the end decided against it because nobody I had talked to at the company seemed to care, and as both you and I are suggesting, it's just a hard lesson in "you get what you pay for"

I should not have expected quality service when trying to cheap out and go with a low-cost vendor. It was a very difficult lesson to learn, and hopefully someone learns from my mistake.

I'm not suggesting not to use them, only reminding people not to make my mistake and host their backups with a third party from day one.

[throwaway81523]

That is pretty weird. How long ago was it? Do you have a public email, or a Hetzner ticket number? I have sort of a contact at Hetzner so I could ask her to ask someone to take a look at your case.