BlueHost.Com Server issues

Kelcey: [9:55:14 AM] Welcome to our live chat, If you have not provided it already before chat, I will need to get the domain name we will be working with, the last 4 characters of your password or credit card, and what i can assist you with, I do work with multiple customers and my responses may be delayed. thomas: [9:55:14 AM] Our FTP accounts are not working!! Kelcey: [9:55:31 AM] Our technician is currently investigating a server problem. The source of this problem is unknown at this time. The duration of assessing this is approximately 15 to 45 minutes. thomas: [9:55:55 AM] the domain name is naas.org [ Kelcey: [10:00:15 AM] Our technician is currently investigating a server problem. The source of this problem is unknown at this time. The duration of assessing this is approximately 15 to 45 minutes. thomas: [10:01:11 AM] I need a direct answer, not an automated response. Why were our FTP accounts deleted? Someone at your end deleted these accounts. [10:02:14 AM] Please explain in detail who, why, and how our FTP accounts were deleted? Kelcey: [10:02:59 AM] from inside the cpanel i only see the 3 default ftp accounts thomas: [10:07:01 AM] We just created a new FTP account this morning. Before, we had several accounts. Why can't we access the FTP area? Is it because of a server issue? Kelcey: [10:08:33 AM] it would appear so, i would recommend waiting until the admins solve the problem if the FTP accounts are still gone, recreate them thomas: [10:09:50 AM] Is the website viewable to the general public? Kelcey: [10:10:39 AM] no thomas: [10:13:49 AM] We can't have this service fading in and out. It was out last night, and each time we post on our Blog when your service fails. We will posting the same message on our other channels. We need to have our website re-routed to another server while your company tries to figue out how to run its business. I will give you the nameservers in 15 seconds. Kelcey: [10:14:29 AM] okay [10:14:53 AM] can I get the last 8 characters of the password on this account? alternatively I can use the last 8 digits of the credit card. Kelcey: [10:16:05 AM] what domain is this for? thomas: [10:18:11 AM] Remember, this is for naas.org. Remember, this is only temporary UNTIL your servers are repaired. In other words, the nameservers we have provided is for a backup account to be used only when our main account is not accessibile. thomas: [10:19:44 AM] Why is our account not working, and why is your service constantly failing?? Kelcey: [10:20:32 AM] we have been battling mysql issues on the server and are looking for a fix to these problems thomas: [10:22:43 AM] We need a complete summary of these ongoing "issues" emailed to us at the administrator email address on file and we need a custom template displayed when these "issues" are occuring to alert our clients. Kelcey: [10:23:28 AM] if you would like that information that is something you will need to open a ticket at http://helpdesk.bluehost.com for, that is not information i have available to me thomas: [10:23:45 AM] We also need an email transcript of this session. thomas: [10:28:32 AM] Ok, WHAT is an estimated time for this "issue" to be resolved?? Kelcey: [10:28:59 AM] as soon as possible, I do not have an accurate ETA thomas: [10:30:38 AM] OK, thx. bye. However, we are counting the hours this service has not been available, and we insist on pro-rated credit. Kelcey: [10:31:02 AM] unfortunately we do not give credits for downtime thomas: [10:32:32 AM] We understand your "policies", but those "policies" cannot by law supercede anti-fraud laws. We are paying for a service, and we are not getting a "service".