BAA Inaction for months

Multiple support tickets / emails / chats have been unsuccessful in obtaining a BAA from Box. About 5 "persons" have stated this has been sent to a specialist. Started this process sending our initial BAA request in 2019 using the system, I have sent multiple emails to my Account Representative, Box Sales and Support. I have tried live chats which request to switch to email, then immediately close the new ticket with no action.

Box Sales even went so far as to threaten my organization 2 months ago via email with the last line stating, "Are you the right person to connect with to resolve this, lest you incur serious fees for being out of compliance?" After replying to the Sales Member with my frustration and many months pending request, I was told they would forward the issue to Support. Zero Tickets, Emails, or any communication since then so I submitted another Ticket 44 days ago.

Is anyone still working there in this department? If so, how about a little update other than “We HaVe sEnt tHIs tO a SpEcIaLiSt” or even go so far as updating my ticket with a reply?

The inaction on my support requests over a many month period is why I am taking this to the community. I fully expect a canned response from the Forum Bot saying my issue was forwarded to support, apologizing and please give us 3-5 Days.

France

March 04, 2021 22:26

Hi there,

Welcome to the Box Community!

We deeply apologize for the delay and lack of response on your request.

I have reached out to our internal team and we'll have someone reach out to you via email to address this issue.

Best,

Jennifer Erb Caramenico

May 19, 2021 00:36

I am having the same issue. I have requested a BAA on 3 separate occasions and I have not received it or been provided an explanation for why I have not received it. This is unacceptable.

Comments