I can't change the domain without contacting their support or paying another $2400. When I open a support ticket, their portal shows 'Unable to find your account' and tells me to open another support request for it.
All support tickets are closed automatically by their "AI" which points to the same article that says open a ticket.
Is shaming them on Twitter my only option left?
Just because someone has a CS degree doesn't mean they actually know what they're doing.
Had a similar situation happen with another company. Went to take them to small claims but the judge threw it out because of the arbitration clause. We then spent months and many resources but were unable to continue because we couldn't successfully contact their arbitrator to proceed with the dispute. Long story short, we wrote it all off as it was becoming too expensive both with time and resources.
This is all by design, and admittedly, a clever way for companies to do what they do.
They can only enforce that contractual agreement IF THEY SHOW UP TO COURT. Which costs them money, which means they will pay OP's issue attention which is what OP wants anyway as a resolution. Win/win.
In your case you wanted a cash settlement. In OP's case they want a resolution. Apples Vs. Oranges.
edit: Looks like someone at Cloudflare responded to OP's issue below anyway.
Precisely this. It isn’t always about getting your whole day in court; sometimes it’s just about getting a human to intervene at all.
That said, arbitration would be just as acceptable as small claims court here. Either way, legal will see the petition and escalate internally. Arbitration costs a lot more than having someone open a support ticket, especially if your complaint says in plain language:
“This is solely to get a human to tech support my problem because I’m trapped in a phone tree loop that won’t let me file a support ticket. I plan to withdraw my complaint as soon as a human being engages with the technical issue preventing me from contacting support, so I can resume spending my money on Cloudflare.”
(Notice that this is careful not to demand a resolution to the issue. That’s really important.)
Shaming them on here works better, if you get to the frontpage then their CEO or CTO will probably show up to defuse the situation.
@jgrahamc (former CTO, now board member)
Maybe just have a script follow this infinite loop?