Alx C.
Dear NYCServers Support,
Dear NYCServers Support, I am writing to formally escalate several unresolved issues regarding my services with NYCServers. I currently have the following open tickets: #KBP-463470 – Confirmation of Physical Data Center Locations (NY4, HK1 and Current VPS) — opened on August 21, 2026; #HDD-386811 – Service Cancellation and Refund Request — currently open; #HYY-134707 – Urgent: Refund Request and Unauthorized Automatic Renewal — currently open. The first matter is particularly concerning. I purchased the service with the understanding that the VPS was being provided at or within the Equinix LD4 infrastructure. However, after verifying the physical location, I found that the server does not appear to be physically located at the Equinix LD4 facility, but rather in another building several blocks away. This is not a minor technical matter. The physical location of a VPS is material information for a trading VPS service, particularly with respect to network latency, connectivity, and the infrastructure being advertised to the customer. Therefore, I require a clear and documented explanation regarding: The exact physical facility where my VPS is currently hosted; The name and address of the data center/facility; Whether the server is physically located inside Equinix LD4, or whether it is merely connected/interconnected to the Equinix LD4 infrastructure; If NYCServers uses the term "Equinix LD4" to refer to network connectivity rather than the physical location of the server, this must be clearly explained; I also request similar clarification regarding the other locations advertised by NYCServers, where applicable. I also formally dispute the automatic renewal charge associated with my service. I did not authorize this automatic renewal, and I have already requested cancellation of the service and a refund of the charge. Therefore, I am requesting: a full refund of the unauthorized renewal charge; confirmation of the permanent cancellation of the service; confirmation that no further automatic charges will be made. Formal Notice Please consider this message a formal notice and a final opportunity to resolve these matters directly with NYCServers. I expect a substantive response to these matters within 5 business days of this notice. If I do not receive a satisfactory response within that period, I will proceed with the appropriate external complaint and dispute channels, including: filing a complaint with the Connecticut Department of Consumer Protection (DCP); filing a complaint with the Connecticut Office of the Attorney General – Consumer Assistance Unit; formally disputing the charge with my credit-card issuer, as this renewal was not authorized by me; and documenting the matter on consumer-review and complaint platforms, including Trustpilot. If necessary, I will provide these organizations with copies of the relevant support tickets, invoices, payment records, correspondence, and documentation concerning the advertised server location. I would prefer to resolve this matter directly with NYCServers without external escalation. However, considering that my original inquiry regarding the physical server location has remained unresolved since August 21, 2026, and that a renewal charge was processed despite my request to cancel the service, I believe it is appropriate to formally escalate this matter. I therefore request a substantive response to all three tickets, including confirmation of the cancellation and refund status. Regards, Alan Castelano