Their servers are often down or down to a crawl at least. I was also recently informed that my (username) email and my password for their site ended up for sale on the dark web. So there was definitely a data breach that they did not inform their subscribers about. I switched to Nord, which is cheaper and more reliable. And hopefully more secure.
Their support services are non-existent. They don't answer my inquiries. When it works, it works fast. However, their torrent client is very limited, their "test your connection" service often doesn't work.
I cancelled my service and was then charged 3 months later. Emailed them to cancel again, they said no problem and refunded me. This happened a second time, and now, several months later, they've just charged me again.