Complain About Carbonite - learn how to file a complaint

Honestly, getting a quick reply feels like winning the lottery. But here's a rough idea of the waiting game you're about to play.

• Call them the minute their phone lines open in the morning, EST, to avoid the afternoon rush.
• Use their online support portal to submit a ticket. This creates a record of your complaint.
• Have your account number, the email you signed up with, and any relevant dates ready before you contact them.

If Carbonite is giving you the silent treatment, it's time to go over their heads. Your best bet is to file a formal complaint with the Better Business Bureau (BBB). It's a free service where the BBB officially forwards your complaint to the company, and Carbonite is expected to respond publicly. You have to try resolving it with them first, so make sure you have a support ticket number or call reference. Filing with the BBB often gets their attention, but prepare to wait. It's not an overnight fix, but it shows them you're serious and creates a public record of their failure to help.

Subject: Urgent: Unresolved Billing Issue on Account [[Account #]]

To Whom It May Concern,

I am writing again to resolve an issue with my account. This is my third attempt to get help with an incorrect charge, and my patience is wearing thin.

On [[Date]], I was charged [[$Amount]] for an auto-renewal that I had already turned off in my account settings. I contacted support on [[Date of first contact]] and was given ticket number [[Ticket #]], but the issue remains unresolved and the charge has not been reversed. Frankly, having to chase this down and spend my time correcting your company's error has been incredibly frustrating.

To resolve this, I need you to issue a full refund of [[$Amount]] to my original payment method immediately and confirm in writing that my subscription has been cancelled and will not auto-renew again.

Please be aware that if I do not receive a satisfactory response and confirmation of the refund within 48 hours, my next step will be to file a chargeback with my credit card company and submit a formal complaint to the Better Business Bureau.

Thank you for your prompt attention to this matter.

[[Your Name]]

• Ask for a supervisor immediately. If the first-level support agent is reading from a script, politely but firmly ask to speak with a manager or supervisor who has the authority to issue refunds or fix your problem.
• Request a ticket number and written confirmation. Always ask for a reference number for your call or chat. At the end of the conversation, ask them to send a summary of the resolution to your email. This is your proof.
• Mention the magic words. One user on the BBB forums said they only got a real response after calmly stating their intent to file a chargeback for 'services not rendered'. This phrase can sometimes trigger a different response from billing departments.

Tired of Carbonite's support line telling you 'all agents are currently busy'? Sound familiar? It's frustrating to waste an hour on hold just to be told they can't help you with a simple billing error or that you can't get a refund for an auto-renewal you never wanted. It feels like a deliberate strategy to make you give up. No joke. Instead of letting them drain your time and energy, let Pine AI handle it. We navigate the annoying phone trees, manage the endless email chains, and keep pushing until your complaint is actually heard. We act as your persistent advocate, saving you the headache.