It has been 30 hours now that our account has been suspended. Due to the time zones difference, (PST to GMT +2) we realized it 8 hours later. Immediatelly we sent a support ticket (#697244), asking about the reason of the suspension.
We are hosting 12 sites right now, or should I say we have 12 unsatisfied customers. That seems to be unimportant to Lunarpages. 11 minutes after our ticket was replied with the phrase;
followed by a copy of the information sent to us via e-mail. They were telling us that one of our clients hosted sites had been reported for phishing scam by Wachovia. Back then we replied properly, they gave us access to the cPanel and FTP and we informed the client for the actions that should be taken. We never had anything to do with the administration of the site.

After the support's reply, which included no kind of information on what should be done to un-suspend our master account and our clients' accounts, we promptly requested what should be done by our part. We only got an automated response that said;

It has been almost 24 hours since that last reply. No information became available since. We have been calling and waiting for long 20 to 30 minute periods on their "please hold, your call is important to us" support lines. You must realize the cost for those 6 overseas calls with that duration and the cost of our clients discontent.

The ticket is still waiting for a prompt reply... So much for their testimonials about swift response and keeping customers satisfied. So much for the front page "Hacker Safe - Tested daily" servers. Thank you Lunarpages for keeping us safe and satisfied - NOT!

Our question is quite simple: What do we have to do to unsuspend our accounts? It seems that legal action is due.

Konstantinos Papadakis

So, what you are saying is that the support department that will receive my e-mail at support@lunarpages.com, is a different department which gladly helps customers with happiness while the support that handles our tickets are a bunch of gloomy, unhappy persons that are only there to make our cases disappear under a que!!! Ergo, it's more efficient to spam them with complaint e-mails than do the proper and civilized thing, that is wait in our que to be served! Thanks for the reply, anyway!
All I can see in this forum is that there is always someone to receive the kind and praising comments on behalf of the support department, while on complaints, the same or another support member from lunarpages will redirect you to the bureaucratic support system.

As for the remark that this is a users' interaction support system, then I posted correctly. I wish to make this huge problem known and if any other reseller has ever encountered such an unprofessional behavior, to advise me how to get past it.

First of all, we are not talking about our site, but the sites of our customers as well. A total of twelve sites.
Second, this is the first time someone actually replies with human sentences and not auto-responders,
Third, I have already sent an e-mail from my hotmail account and it seems like you (in person, not as a company) responded already. I am only obliged to thank you for your swift response at such late hours!

Best Regards,
Konstantinos Papadakis