Closed-unresolved
Customer service was unresponsive for two weeks
Submitted
March 30, 2026 6:21 am
Approved
March 31, 2026 6:21 pm
In review
with vendor
Vendor replied
2 of 2
Auto-closed
closed
Case details
What happened
I submitted a support ticket regarding a billing issue. After two follow-up emails and one phone call I have received no substantive response in 14 days.
Expected resolution
Acknowledgment within 24 hours and a path to resolution within 7 days.
Visibility
Public
Conversation
4 messages · vendor has 0 replies remaining
M
Mariam G.
User
March 30, 2026 6:21 am
I submitted a support ticket regarding a billing issue. After two follow-up emails and one phone call I have received no substantive response in 14 days.
Approved by FairBusiness
— verified documentation, marked public · March 31, 2026 6:21 pm
Complaint approved by moderator.
Silknet
Vendor
Reply 1/2
April 1, 2026 9:21 pm
Thanks for getting in touch. Our team will reach out by end of day to resolve this.
M
Mariam G.
User
April 4, 2026 5:21 am
I appreciate the follow-up but I'd like a direct refund, not a service credit.
Silknet
Vendor
Reply 2/2
April 5, 2026 12:21 pm
Our final position: we will issue a service credit equal to the cost. We hope this resolves the matter.
Auto-closed without resolution. Counts against the vendor's FB score.
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