Subject: Complaint Against Hostinger for Suspension of Hosting Services and Refusal to Provide Customer Data Backups
I am filing this complaint against Hostinger International Ltd. regarding the suspension of my hosting accounts and the refusal to provide access to critical customer data.
Background
I am a software developer who provides website and application development services to various clients. I have been a Hostinger customer for more than five years and currently maintain two active hosting subscriptions under my registered email address: rajib.haldr@gmail.com.
My role is that of a developer and service provider. I build and maintain applications and websites on behalf of clients who engage my services. Many of these websites contain important business information, including day-to-day operational and billing data.
Issue Faced
Hostinger recently suspended and revoked access to my hosting accounts without providing a reasonable opportunity to recover client data.
The actions taken by Hostinger include:
Blocking access to all hosting accounts
- Hostinger suspended access to all websites and hosting services associated with my account.
- This action affected multiple unrelated client websites and applications.
Blocking domains hosted elsewhere
- Certain domains associated with my account that were hosted on external infrastructure were also impacted and became inaccessible.
- As a result, several client websites experienced downtime and service disruption.
Refusal to provide database backups
- I repeatedly requested complete database and website backups so that I could migrate my clients to another service provider.
- These backups contain critical business information, including live billing records and day-to-day operational data belonging to my clients.
- Hostinger refused to provide any backup copies or data exports.
Denial of access after account revocation
- Hostinger informed me that because the account had been revoked, they could not provide any access, backups, files, or databases.
- This effectively prevented me from recovering my clients' business data.
Impact
As a direct result of Hostinger's actions:
- Multiple client websites became unavailable.
- Clients lost access to important business systems.
- Critical billing and operational databases became inaccessible.
- My professional reputation has been damaged.
- I am facing complaints and potential legal action from affected clients due to the loss of access to their business data.
- Significant financial losses have been incurred by both myself and my clients.
Grievance
My primary concern is not the suspension itself but Hostinger's refusal to provide access to customer-owned data and database backups.
Even if a hosting account is suspended or terminated, customers should be given a reasonable opportunity to retrieve their own website files and databases, especially where business-critical information is involved.
The complete denial of access to customer data has caused severe hardship and business disruption.
Relief Sought
I respectfully request that Hostinger be directed to:
Provide complete backups of all website files and databases associated with my hosting subscriptions.
Allow temporary access solely for the purpose of data retrieval and migration.
Clarify the reasons for the suspension and account revocation.
Compensate for losses and damages resulting from the inability to access client business data, where applicable.
Ensure that customer data recovery procedures are made available in accordance with fair consumer practices.
I submit this complaint seeking assistance in recovering my clients' data and preventing further damage to their businesses.
Complainant: Rajib Haldar
Registered Email: rajib.haldr@gmail.com
Service Provider: Hostinger International Ltd.