Fxsvps.com

Hello, Thank you for sharing your feedback. We are sorry that this situation caused frustration and affected your confidence in our service. We would, however, like to clarify an important point regarding the cancellation. Our records show that a cancellation request was submitted before the renewal date. Our Billing Team responded to that request and required a reply from you in order to proceed with/finalize the cancellation. Unfortunately, we did not receive any further response to that ticket before the renewal date. As the cancellation process had therefore not been completed, the service remained active in our billing system and was automatically renewed according to its existing recurring billing cycle. The charge was not made after a completed cancellation, nor was the service intentionally kept active against a confirmed cancellation instruction. When you contacted us again, our team reviewed the previous communication and the billing history and subsequently handled the cancellation request. We fully understand that, from a customer's perspective, submitting a cancellation request may feel like the process should already be complete. We are therefore reviewing how we communicate pending cancellation requests so that it is clearer when additional confirmation or information is still required from the customer. We would also like to clarify that billing administration is entirely separate from the technical operation and security of a customer's VPS. FXSVPS does not have access to customers' brokerage funds, and a billing dispute does not provide us with access to their trading account or financial assets. We respect your decision to share your experience, but we also believe it is important to clarify that the renewal occurred because the cancellation process remained incomplete after our Billing Team's response received no further reply—not because a completed cancellation request was ignored. Best Regards, **FXSVPS Team**

你好， 你描述的是真实情况，我们不会假装不是这样。 我们的团队以快速回复工单来衡量，这养成了你遇到的习惯：客服代表读开头几行，回答有的内容，然后关闭工单。在仪表盘上看很高效。但对问了三个问题的人来说，这是糟糕的体验，问题出在我们如何管理队列，而不是你如何写工单。 我们不会要求你把问题分到多个工单里。一个工单里有四个问题，应该返回四个答案。 我们正在做的改进：客服代表现在必须在关闭工单前确认工单里的每个问题都已回答，我们也在审查已关闭的工单，看是否有只部分回答的。 你提到你有五个以上的案例。我们希望把所有案例都妥善处理，而不是让它们保持原样。在这里回复或开一个工单列出它们——这个工单将由主管处理，里面的每个要点都会得到回答。 谢谢你写这些。"TRY IT"是个合理的挑战，我们宁愿解决问题而不是争论。 FXS VPS 支持

Hi Mike, The part that worried you most deserves a straight answer first: your card number is not stored on our servers and never was. Payments run through Stripe, which holds the card in its own vault — we hold a reference to it and can see the last four digits, nothing more. When you deleted your billing details, that reference was removed from our side too. What we did not do is warn you that removing billing details does not cancel an active service. The service stayed live, the renewal invoice came due, and it was paid. That is the gap, and it is ours. Our terms are that a renewal, once processed, is not refunded, and we apply that to everyone equally. But you had taken a clear step to stop payment, and our client area let you believe that was enough — so we have credited the full $25 to your account. It will apply automatically to your next invoice. We have left the service running rather than closing it, since it is still active and you may want the time you have paid for. If you would rather it were closed, reply here or open a ticket and we will do it and confirm. We have also changed the client area: removing billing details now shows a notice that it does not cancel your service, with a direct link to cancel. Anyone doing what you did will now be told what it does and does not do. Thank you for the review — it found a real gap on our side. FXS VPS Support

感谢您抽出时间分享您的体验。很抱歉听到您对我们服务的最终印象并不积极。 在您使用我们服务的期间，我们始终以大幅折扣为您提供VPS服务——每台服务器约优惠30美元——因为我们真正重视您作为长期客户。我们也感谢您之前基于与我们的合作经历分享过正面反馈。 关于技术方面的担忧，每次意外重启我们都使用可用的主机和虚拟化日志进行了调查。虽然我们理解您对事件的解释，但我们的调查结果并未表明存在底层主机硬件问题。在可能的情况下，我们还提供了替代方案，包括迁移到其他节点，以尽量减少任何潜在影响。 我们也承认在某些情况下我们的沟通可能不够清晰，如果任何行动或回复未达到您的期望，我们真诚道歉。 我们真诚感谢您选择在FXSVPS度过的时光，并尊重您继续前行的决定。您的反馈将帮助我们不断改进技术流程和客户沟通。祝您未来的托管服务商一切顺利。

你好 Neil， 感谢你的反馈。对于售前沟通中造成的困惑，我们深表歉意。 我们需要澄清的是，我们的服务器位置并非统一价格。纽约等优质位置的基础设施和运营成本更高，因此在升级或转移到这些位置时会收取额外的位置费用。 很遗憾，你最初收到的信息不准确，我们理解这让你感到失望。但优质位置费用是我们标准定价政策的一部分，对所有客户一视同仁，并非专门针对你的订单收取的费用。 我们也注意到，在我们支持团队有机会充分解决问题之前，你就开启了 PayPal 争议。我们始终鼓励客户先联系我们，因为我们总是尽力寻找公平的解决方案。 我们对这次误会深表遗憾，也感谢你的反馈，它帮助我们改进沟通。祝你一切顺利，也感谢你尝试 FXSVPS。

您好， 感谢您抽出时间分享您的体验。很抱歉听到我们的服务和支持未达到您的期望。 首先，关于支持响应时间：我们理解交易者经常需要快速帮助，特别是当问题可能影响活跃的交易环境时。支持优先级**不是由客户支付多少决定的**，也不应让任何客户感到因为套餐而受到轻视。我们正在内部审核您案例中的沟通情况。 关于**200+毫秒的延迟**，我们需要澄清的是，VPS和经纪商服务器的物理位置 alone 并不能保证特定的延迟。结果还可能取决于经纪商的实际交易服务器位置、网络路由、ISP/运营商路径以及所连接的具体MT4/MT5服务器。在某些情况下，经纪商可能宣传一个位置，而个别交易服务器则托管或通过不同的网络路由。 话虽如此，200+毫秒确实是我们想要调查的问题。如果您通过支持工单提供我们经纪商名称、确切的MT4/MT5服务器名称以及您的VPS详情，我们的技术团队可以直接从服务器检查路由和延迟。 我们还想回应您关于**6美元折扣**的评论。我们团队提供的任何折扣都不应被解读为换取正面评价的报酬，也不应被视为推广FXSVPS的要求。客户始终可以自由留下完全独立和诚实的反馈。如果我们的沟通给您造成了不同的印象，我们对此道歉。 当出现问题时，我们重视批评，因为它帮助我们确定服务和沟通需要改进的地方。我们很乐意再次审核您案例的技术方面，并向您提供实际的延迟和路由结果。 此致， **FXSVPS团队**