My experience: Damaged me personally with financial loss due to their error, and now my business suffering because of data loss—no apologies

I would never recommend this company to a friend of mine, because, in my experience, I understand that doing so would jeopardize valuable data within their company, and they would likely never receive an apology from ActiveCampaign, their data back, or their money back. It feels as though an individual's business is literally jeopardized by doing business with this company. I've been building my company with ActiveCampaign for 2 years, we just launched in August, and I'm about to start finding a new CRM, learning it, and rebuilding my company on that CRM in my free time. So I can save my business from this company that, in my opinion, does not treat its customers in a decent manner.

Here is my experience: In my opinion, this is the worst customer service I have ever experienced. As a CRM that is supposed to hold data for people's customers, I felt they threatened me with the data loss of my clients in June, and now they have lost the data of my clients. In June it took 38 emails over two weeks to get the issue "sorted out". They caused me to go overdrawn in my bank account by making an unauthorized renewal charge on my card on file. I never purchased a yearly membership to begin with, and suddenly in June I was charged over $600 for a renewal of a yearly subscription. I had never had a yearly subscription before! Like I said, it took over 38 emails to get to a conclusion. I was initially told they do not provide refunds. I finally got a refund, was given a free year, then they took that free year away and, in my experience, threatened me with data loss if I didn't pay within about a week's timeframe! Then, in my experience, they gave me an extra week before they threatened to remove access to my clients data, as though they were being nice by giving me an extra week. I was literally about to launch a business I had been working on for two years, and they did this to me! And I'd been using them for about a year or more building up to my launch! I was never reimbursed for the overdraft fees, and ended up purchasing a yearly subscription simply because I was about to launch my business and it was set up to operate using ActiveCampaign so I couldn't afford to learn a whole new CRM and rewire my business right before a launch. I cannot begin to express how, in my opinion, bad the customer service representative was that handled this whole thing. I truly felt like a number not a person to them, and all they cared about was taking my money, not the fact that they were toying with my livelihood. Now this week there is a new issue. Since I have had ActiveCampaign, I have had a feature where I can attach files to my contacts. And I do. Signed, legal documents. Well this week all the files I've ever attached to any customers disappeared. And now suddenly there is no feature to even attach files. My experience: The first customer service representative I spoke with literally did not understand what I was asking and kept asking me about was I having trouble importing contacts, completely unrelated to my issue. I asked to speak with a manager or someone else and the customer service representative said they couldn't pass my ticket along to anyone else or let anyone else see it. In my opinion, lies. I left the chat conversation. I waited a day and went back. The next customer service representative said they would look into it and email me back. They emailed me back with no apology or even acknowledgment that customer data had been lost! They simply said the feature to add files to a contact is with their sales plan only, so I need to purchase the sales plan. I haven't had the sales plan for the 2 years I've had ActiveCampaign and I have always had the files feature. In my opinion, basic common sense says this does not answer the problem. Why did the feature suddenly disappear? The customer service representative did not even apologize for my data loss, say they would try to help find the lost files—nothing. I am now convinced, after this and reading other reviews here of similar, in my opinion, horrible neglect of their customers, that in my free time I need to begin learning another CRM and rebuilding my business to function on another platform. I do not understand how the owners can have a clean conscious knowing they support businesses function—help people maintain their livelihood—but, in my experience, treat those people with no dignity or respect. I am appalled. And hurt. In my experience, my business has been hurt by ActiveCampaign. Twice now. And in no small way.

It took 38 emails over 2 weeks to resolve an unauthorized charge of over $600 on my card on file. I was initially told they would not give a refund. In my experience, I was then threatened with the removal of access to all my data on their CRM if I did not pay them within a certain time frame after they refunded the unauthorized charge. This was all in June. As of yesterday (it's October now) I signed on and client data, legal contracts attached to clients, has disappeared. The first customer service person I spoke with couldn't understand and kept asking me about importing contacts. When I asked to speak with someone else they said this was not possible. I waited a day, and as of today the response they gave me was no apology for this critical data lost, not even the acknowledgment of it, and they simply said my plan doesn't have that feature to attach files to clients. So why have I had access to that feature for two years and then suddenly it changes, when my plan is in effect until 2024? In my opinion, horrible customer service.