I recently discovered that my business' website is being blocked with a message that the website is a known threat. Given that I hard coded the site myself, do not request any user information, do not even have cookies or session data saved, I am a bit flummoxed as to why this would be the case - but sought out information to try to understand if there was anything I needed to do from my end to solve the problem.
I lodged a dispute as the safelock site suggests - received an email that the assessment had not changed, but still nothing to say why.
I contacted support - they suggested I lodge a dispute, so I did this a second time. Still no resolution.
Support escalated my support request (to level 2, they said) and told me I'd be contacted in 48-72 hours.
72 hours later I contacted again, they told me I'd be contacted within 24 hours.
24 hours later I contacted again, they told me I'd be contacted in 24 hours. When I pointed out that I had been told the same thing multiple times, the person in chat told me that they had tried to contact me by phone and had not received a response. I explained that this was not true - I had no missed calls on my phone, and even if I had then the person could have left a message - no such thing happened.
When I asked if there was a way to lodge a complaint about the service, I was told (again) not to worry and that someone would contact me in 24 hours.
Your support staff are clearly not empowered to actually solve issues. Escalation to another group who I can't contact and have made no attempt to contact me clearly isn't getting me any closer to a solution - and as a small business, this effects my ability to make a wage.