Hi Nanog Community, We are running into a challenge in dealing with Equinix. I just moved a new company to one of the North American east coast locations. After signing the contract we have reached out to our Sales and Account managers dozens of times via phone, email and even portal tickets without any reply. I wonder if any body else has run into this issue with Equinix. I have used Equinix for previous companies and know they are not the friendliest or most responsive company, but have never run into an issue where for over a month of persistent outreach we have not gotten any response. When we reach out to theitr support team they say that they have also reached out to our Account team multiple time via internal communications and have not gotten a response. We never received an escalation list, nor is there one on their portal. In a funny twist, escalation list requests have to go through our Account team -- whom we can't reach :) Finally, Equinix misapplied a substantial payment due to an internal error, forcing us to make a double payment. And though they acknowledged their error they have refused to refund us playing delay games for near six weeks now. I am reaching out to the community to see if anyone has a contact for the office of the CEO or some other capable executive at Equinix who can help overcome these issues. Curious if others are having similar issues or is this a one-off experience? Many thanks, Babak