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he decided to try send me email from the box I ordered so he created a user there.
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The server that you purchased was apparently used by you or someone that you have given the userID to. The reason that we make this statement is a user ID was created by someone with access to the server and therefore that is why we cannot refund your money.
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Clearly the second person doesnt know that the first person logged onto your box locally and created the user ID.
Tell them to give you the IP of the person who created the user account. Doh, it was their own tech guy.
Good luck.