Hacked.comReviews of hacked.com

Response from Hacked.comJun 5, 2024

Dear Pamela, I'm sorry to hear that you're still having issues with your Facebook account. While our service is aimed at providing guidance and support through these difficult processes, we cannot guarantee recovery as it heavily depends on Facebook's own protocols and responses. We've taken you through all known steps and provided further instructions to contact government officials, which has shown higher success rates in such cases. While we understand your frustration, our fee covers the time and expertise provided by our consultants. To put things in a context: You paid for a 50-minute consultation (99 USD), and received follow up support for free during the past 9 days. Disabled Facebook accounts can take up to three months to recover. Please continue with the steps outlined and let us know if there are any updates or if you need further assistance. Best regards, Jonas Borchgrevink Founder of Hacked.com

Response from Hacked.comFeb 22, 2024

Dear Valerie, I'm sorry that you feel that way. As noted on our site and in most of our email replies (which some are automated so we can handle the large amount of emails we receive) we can't follow up each client for free via email. If you need further assistance, we would be glad to help you. You can even choose a different security expert to get a second opinion. You do need to pay for the time allocated. Thank you for understanding, Jonas Borchgrevink Founder of Hacked.com

Response from Hacked.comNov 25, 2023

We understand that it is disappointing that we couldn't provide a solution within the given time frame of 10 minutes. It's important to remember that some issues require more time and effort to resolve. We appreciate your patience and understanding. Best regards, Jonas Borchgrevink Founder of Hacked.com

Response from Hacked.comAug 21, 2023

Hello Patrick, Very harsh words from a person who hasn't been in touch with us at Hacked.com. I've reached out personally to Vickey now for an explanation as she hasn't complained about our service. We have done more than saying "sorry but you have to wait 2 weeks", we have screenshots of what we have done and we have logged what we have said to Vickey. It hurts that you claim our positive reviews may be faked. It's just not something you should write unless you have proof. We try to help people. And we have helped more than 8,000 cyber victims the past two years. Please think about what you write in the future about people, companies, and organizations that do indeed try to help people. I hope we hear from Vickey, but please understand we want to hear from our client, not you. Wishing you the best Patrick, Jonas Borchgrevink Founder of Hacked.com

Response from Hacked.comJul 31, 2023

Dear Mr. Goldman, I appreciate your feedback, although I must express my disappointment in the sentiments conveyed in your review. We at Hacked.com prioritize our clients' concerns, dedicating significant time and resources to resolve every case to the best of our ability. In your specific case, we communicated extensively and worked diligently to assist in retrieving your hacked Facebook account, following our standard protocol for such situations. We provided the contracted services for which you paid a fee of 95 USD, and subsequently, in the spirit of fairness and considering the circumstances, we made a discretionary decision to refund 50% of this amount. This decision was not due to any shortcoming on our part, but rather as a gesture of goodwill and an understanding of your situation. Your characterization of our efforts as inadequate is, from our perspective, an unjust appraisal of our commitment and the quality of service we strive to offer. It is essential that we clarify this for the sake of upholding our reputation and setting an accurate expectation for current and future clients. Wishing you all the best for the future. Best regards, Jonas Borchgevink Founder of Hacked.com

Response from Hacked.comJul 19, 2023

Dear Rebecca, I am Jonas Borchgrevink, the founder of Hacked.com. I am writing to you today to address your recent review of our company. I am sorry to hear that you had a negative experience with our customer service. We take customer satisfaction very seriously, and we are always working to improve our service. I understand that you were unable to join your Zoom consultation with Aaron Weaver. We sent you four emails with the Zoom link, including one text message. We also sent you an email after 25 minutes to let you know that the consultation would be ending if you did not join. I understand that technology can sometimes be unreliable, and that emails can end up in spam folders. However, we have a policy of sending confirmation emails with Zoom links to all of our clients. We also have a process in place to check on clients who do not join their consultations on time. In your review, you mentioned that you would have preferred a phone call instead of a Zoom consultation. We understand your preference, but we do not offer phone calls as an option. Zoom allows us to share screens and walk our clients through difficult processes. This provides the best possible service and security for our clients. Regarding the refund, we understand that you are disappointed that we are not able to offer a full refund. However, our experts are on standby for the scheduled time slots. They are unavailable to assist other clients during this period, which is why we cannot offer a full refund for missed consultations. We apologize again for the inconvenience you have experienced. We are committed to providing our clients with the best possible service, and we will continue to work to improve our customer satisfaction. If you would like to reschedule your consultation with Aaron Weaver, please let us know. We would be happy to help you resolve your security issue. Thank you for your feedback. Best regards, Jonas Borchgrevink Founder of Hacked.com

Response from Hacked.comJun 15, 2023

Dear Gregory, I appreciate your feedback and understand that our services did not meet your expectations. I believe it's crucial to address your concerns and bring clarity to our position: Before approaching us for a refund, you disputed the charge with your bank/PayPal. This action triggers a mechanism where not only is the full amount you paid deducted from us, but we also bear an additional fee levied by the bank/PayPal. This is a significant concern when such disputes are initiated without prior communication or request for a refund. The dynamic of our interaction took an unfortunate turn when you mentioned, "Now we can do this the easy way sorry or the hard way." This statement, which suggests a threat, was your initial response, and it set a challenging tone for our subsequent interactions. In the light of your threats, such as leaving negative reviews, escalating the matter, and expressing your discontent on social media, I believe it is important not to reward such behaviors. By doing so, we would inadvertently encourage a precedent of hostility and disrespect, which is against our principles at Hacked.com. I recognize that we may lose the dispute and you may receive your refund, but it's not the central concern here. Our priority is to demonstrate to our clients that we won't be swayed by aggressive tactics. We treat every client professionally and expect the same level of courtesy in return. To sum up, our primary aim at Hacked.com is to provide top-quality, professional services, with the understanding that our clients are courteous, understanding, and aware of what they are purchasing, i.e., consultation services. If this understanding is not in place, the relationship becomes counterproductive for both parties. Once again, thank you for bringing this to our attention, and I hope this response brings clarity to our stance. Best regards, Jonas Borchgrevink Founder of Hacked.com

Response from Hacked.comMay 30, 2023

I'm really sorry to hear about your less than satisfactory experience with our service. I appreciate you taking the time to bring this to my attention and I fully understand your frustration with the situation. It's crucial to highlight that at the onset, we made it clear to you about the unpredictable nature of account recoveries and that there's never a guarantee of success due to the complexity of these incidents. The hacking methods and countermeasures used can greatly vary, and unfortunately, sometimes accounts can be extremely difficult to recover despite our best efforts. The options presented to you initially included the opportunity to halt the process and request a refund, or to proceed with the completion of the ICO and AG forms, which are vital steps in attempting to regain control over a hacked account. As per our understanding, you elected to continue with the process, which was seen as an expression of your trust in our expertise. While it might seem that filling in forms is a simple task anyone can do, these specific forms establish a legal framework to counter the hacking incident. Guiding clients through these forms ensures they are filled correctly and improve the chances of successful recovery. This is where our expertise comes in, to help navigate this process in the most effective manner. Your appointment was a 25-minute session, which is a brief period to analyze, strategize, and execute a recovery plan for a hacked account. We typically recommend longer sessions for new clients to provide a comprehensive service. We are deeply sorry that we couldn't recover your Instagram account during our engagement, and we truly empathize with your situation. However, it could take up to three months until you hear back from the forms we sent with you. We hope you'll consider reaching out to us again if you need assistance in the future. Our team is here to provide the support you need and help in the best possible way. Best, Jonas Borchgrevink Founder of Hacked.com