To whom it may concern,We respond as follows to this complaint. Mr [redacted] set up an account with iPage on March 9th, 2014. Mr [redacted] continued to use our services for the following three years for domain hosting. On March 1st, 2017 Mr [redacted] reached out to us in regards to a refund...
for the automatic renewal of his services. At that time we did refund $367.35 back to the credit card on file for the three year hosting renewal and get him set up on a quarter-annually plan. Prior to the automatic charge of $367.35 we sent notices to his admin email([redacted]) 30 days prior to charging the card on file letting him know of the automatic payment set to take place. We were not contacted to be told Mr [redacted] did not wish to renew his services for three years until March 1st, after the automatic renewal had already taken place. Upon receiving the Revdex.com complaint we did reach out to Mr [redacted] confirming that he did want to cancel the account and offered to issue the full refund of $26.85. We have since refunded the $26.86 back to the credit card on file and cancelled the hosting on the account. Sincerely, iPage Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Based on their last reply, Powweb does not even know what version of [redacted] I am using. Unbelievable. This link: http://store.joekleon.com/readme.html provides the current version of [redacted] used by my site. 4.3.1. The version POWWEB says is the most current. That link confirms it. It is from Poweb’s own server.HOWEVER, when I log in and go into the [redacted] section of Powweb's own control panel, it REDIRECTS YOU TO [redacted], A DIFFERENT ENTITY THAN POWWEB. [redacted] says I am using 3.9.1 an outdated version. THIS IS INCORRECT. [redacted] is not communicating with Powweb's servers and has outdated information, saying I am still running [redacted] 3.9.1. I AM NOT! Powweb is basing information for their Revdex.com complaint on a 3rd party, when all they have to do is look on their own servers. This sheer incompetance and laziness is hard to understand.When this malware issue recently started, I had [redacted] updated, the malicious files removed, a malware plug in added, and scanned the site, IT CAME UP CLEAN. Powweb says there are still infected files. There are not. You do not even have updated information as to what is on your own servers. You do not even know how to check for it properly. EVERY reply from Powweb is about upselling [redacted], that POwweb gets a cut from. Power will not address why a company that hosts thousands of websites is insecure and files from any random stranger can be uploaded to their servers and to customer's websites.. In a nutshell, what Powweb is saying is that they can't keep their own servers free of malware. However, for $200 a year, they can. But they don’t guarantee it. Explain how this makes sense.Back in May, I began getting spam emails from Powweb pushing their [redacted] Service. I attached a screen shot of one of these emails to this complaint. Powweb states at the bottom of the email they do not guarantee [redacted]!! Really? All you do is push a service you can't guarantee will even work? For twice what you charge for my entire website? I don’t purchase [redacted] after months of email spam solicitations and now I am infected? I smell a rat, given the finalcial trouble Powweb is in. See article linked below.Here is what I want from the next reply from Powweb:1) Have someone with technical experience, who actually knows what they are talking about, thrououghly examine my site and verify what version of [redacted] I am using. Again, this link proves the version. [redacted] Admit your last claim was incorrect.2) Provide a detailed list (including paths) of any files you claim are malicious, along with the dates they were uploaded to your server and from what IP they were uploaded from.3) Explain why a company that has been hosting websites for almost 20 years has no security in place to guard against injection of malware. However, you claim this protection is available, at twice the cost of hosting a website. Explain how this is ethical. Powweb’s price gouging and pushing of [redacted] becomes clear when you read this link about their financial trouble and how they have benefitted from malware (and terrorism):[redacted] Powweb is in financial trouble. They are desperate for money, which is why they are aggressively pushing the shoddy [redacted] service, for security THEY SHOULD ALREADY HAVE IN PLACE. Please Powweb, answer the three questions I posted aboce. Do not reply with a soliciation of [redacted]. I have been a loyal customer since 1997 and deserve better treatment. I updated [redacted] weeks ago, before this complaint was filed, and removed the supposed malicious files.
Regards,
[redacted]
We sent renewal notifications for both hosting and the domain registration to the email address we had on file. However, it does not appear the customer attempted to cancel the account before the bill date of May 29, 2015 so the account auto-renewed in accordance with our Terms of Service. The...
customer called in multiple times after the hosting renewal was processed to request a prorated refund. However, according to our policy, we do not issue pro-rated refunds under normal circumstances. However, in a show of good faith, we have issued a pro-refund for the hosting in the amount of $71.39 on July 22, 2015.
To Whom It May Concern,We respond as follows to this complaint.Mr. [redacted] contacted us on November 18th, 2016 and inquired about a charge of $179.40 on his credit card. The Web Advisor that he has spoken with misinformed him stating that this was only due to the rising cost of technology and...
support resources and offered Mr. [redacted] a reduced price for hosting, but has declined the offer. Mr. [redacted]'s account was created on November 26th, 2014 with an introductory promotional hosting service the "Customer Appreciation Plan" that included a free registration of a domain name. The promotion was for Mr. [redacted] to be billed $12.00 once for 12 months. After 12 months, regular rates would apply.We have provided the necessary coaching to the advisor Mr. [redacted] spoke to, to ensure we are setting the right expectations with our customers. We have reviewed Mr. [redacted]'s account history, and we show no activity from within the account and likely the services have never been used.Per our Billing policy we are able to issue a refund for charges after 30 days of renewing. However, once we were alerted to Mr. [redacted] dispute with the Revdex.com, we reached out to Mr. [redacted] via email explaining that he signed up for a introductory promotional hosting service through FatCow. We have issued a refund in the amount of $251.28 for charges that occurred in 2015 and this year and have downgraded the account to a parked account so Mr. [redacted] can continue managing the domain.Sincerely, FatCow Customer Relations
To Whom It May Concern,We respond as follows to this complaint. Ms. [redacted] purchased 16 domain names on November 17, 2016. At that time we were having a sale of $1.99 for the first year registration of a new domain name. After selecting the 16 domain names she wanted to registered she chose to...
create a new account. When registering a new domain name, at the checkout screen it defaults to a 2 year registration in a drop down menu to allow customers to easily see they can register their domains for multiple years. Ms. [redacted] stated when she got to this screen, she changed the first domain to a 1 year term and then a pop up screen came up asking for her contact and billing information which she assumed was to create the new account. After entering all of the information, she thought she would then be able to change the remaining domains to a 1 year term but instead received a thank you for your purchase message. Ms. [redacted] called our support team after this to request an adjustment to this purchase as she was not planning on spending $301.69 on the domains. She was advised it is our policy that domain registrations and renewals are non-refundable as we are unable to take back the registration from the registrar once complete. Upon receiving this complaint, we spoke with Ms. [redacted] by phone on November 22, 2016 and advised her of the reasons for our policy. We attempted to replicate the experience Ms. [redacted] had when registering her domains as this is not how our checkout process works when registering and starting a new account but we were unable to replicate the same issues. Our engineering team is continuing to research the issue she experienced in attempt to replicate and ensure there are no bugs with our checkout process. We were able to come to a resolution with Ms. [redacted] by offering her, as a one time courtesy, to refund back to her card for half of her purchase in the amount of $150.85 as well as a $40.00 account credit. Thank you,iPage Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Thank you. I look forward to the reply from the company and hope I will receive a phone call incase I have any questions. [redacted] is the best number to reach me at. Thank you!
Regards,
[redacted]
Greetings,As per our homepage, we do state that a $15.00 charge will be assessed if our customer cancels but chooses to keep the domain name. As we understand Ms. [redacted] does not actually want the domain, we have refunded the $15.00 charge back to the card used.We hope this resolves any concerns...
raised but if we can be of further assistance, please let us know.
With respect to the customer getting kicked off of our website, this is morethan likely caused if the control panel or File Manager or even the MySQLscreen sits Idle for at least 20 minutes. This is not a glitch; this isactually a security mechanism that we have in place so that if a customer wereusing a publicly shared network and forgets to log out, there is less of achance of an account/website compromise from the customer’s end. This is notsomething that we can actively control from our end. Our suggestion here wouldbe to have the customer keep an additional screen open displaying their controlpanel, and simply make sure there is sustained navigation between pages. Simplyclicking or typing will not be sufficient here as this does not show activerequests being made to the service. With regards to the functionality of the File Manager, we have alreadydiscussed this in our initial response, however to reiterate, depending on thevolume of files, not necessarily the size being managed within the File Managerthere may be periodic periods of slowness. If the customer experiences this,this is an indication there is a greater amount of load being placed on theserver to call up their files. With this being said, at the time of thisresponse our Corporate Support Team did make an assessment of this customer’sFile Manager, and our team was able to access the File Manager with no issues,as well as navigate through different files with no lag in speed or responsetime to report.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I have been waiting to receive the refund ($300), please reopen the complaint as no refund was received.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Please see attached
Regards,
[redacted]
Hello Mr. [redacted],Our records do not show that a representative added the Domain Privacy services to your account. This indicates that the Domain Privacy services were added through the normal checkout process on our website. When registering or renewing a domain, you are given the option to opt out of Domain Privacy. Based on our records it appears that the Domain Privacy option was not de-selected or removed from your cart before you authorized the payment. Going forward, Billing Central is a great resource for always knowing what charges are going to be due on your account as well as the email reminders we send before you are billed for any automatic renewal. I hope this information is helpful.Thank you,[redacted] Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint:On October 8, 2017, Ms. [redacted] contacted the Revdex.com to inquire about her experience with our support. After reviewing the account we found that on May 22, 2016, we sent Ms. [redacted] an email to the email address...
"[redacted]", explaining that malware was detected on the domain name "[redacted]" and the website was temporarily suspended until the infected files were either cleaned out or removed from the server. We hope that Ms. [redacted] understands that these security measures are put in to place to protect the visitors of Ms. [redacted] website as well as to protect other customers who are on the same shared platform as her. In order to rectify the issue, an agent suggested the additional product "SiteLock" to help with cleaning out the infected files . SiteLock is a third party product and is a optional service we suggest to customers for issues such as this as many of our customers do not know how to remove infected files on their own. We provided the contact information for SiteLock and also gave an alternative way to go about cleaning the files. Additionally, we provided articles in order to help them navigate the process of cleaning the files on their own. Ms. [redacted] advised our Support that she would contact her web developer before making the decision about SiteLock. It appears that Ms. [redacted] did indeed reach out to SiteLock directly for help with this matter, however Ms. [redacted] did not purchase the services through FatCow, and instead purchased directly from SiteLock. Therefore, we are unable to review the services and account Ms. [redacted] has with SiteLock.On May 26, 2016, SiteLock Confirmed that the files had been cleaned and asked us to re-scan the files and reactivate the website. An email confirming that the files had come back with a clean scan and the website was reactivated, was sent to Ms. [redacted] via email to the admin email on file "[redacted]" which also included suggestions on how to prevent this issue from happening in the future. We can confirm that we have issued a refund in the amount of $90.54 USD to the card ending in 1333 on October 6, 2017. Ms. [redacted] will see this refund in her account within 5-7 business days, however this will depend on her financial institution. Regarding the refund from SiteLock, we are unable to assist in this matter, as previously stated, Ms. [redacted] purchased the services directly through SiteLock themselves. If Ms. [redacted] requests a refund from SiteLock, contacting the company directly, would be the next step.Thank you for bringing this to our Attention.FatCow Compliance Team
Our Records indicate this customer initially created their account on2/1/2014, and paid $40.28 for a two year hosting plan. The service renewal thiscustomer was concerned with was related to their Domain Registration Renewal,which was to rebill on 1/17/2015. Although we do understand this customer...
hadinitially intended to cancel their service on 1/12/2015, the actualcancellation was not to be until January 30th, 2016 per thecancellation request submitted. It would be for this reason that the domainservice renewal took place on 1/17. Ultimately this appears to be a simple misunderstanding, and therefore theaccount had been canceled on 1/19/2015, a prorated refund of $20.86 for hostingservice was issued, and on 1/25 we have issued a full refund of the $15.99 thathad initially charged on 1/17 for the domain registration renewal.
To Whom it May Concern,We respond to this complaint as follows. Upon receiving Mr. [redacted]'s rebuttal, we attempted to get in contact with him again by phone on January 19, 2016 and January 20, 2016. An email was also sent on January 20, 2016 to follow up on the voicemails left with him. As a gesture of goodwill we have gone ahead and applied 10 domain credits to Mr. [redacted]'s account. The credit is available for use now and will automatically apply toward any domain renewals. Mr. [redacted] has been provided with direct contact information to an agent who will assist him with any questions or issues he may be currently experiencing. If Mr. [redacted] does not feel this issue is resolved at this time or has further concerns he can contact us and we would be more than happy to assist him. Thank you,[redacted] Customer Relations
[When Ipower gave me this response, they asked me to call my bank and...
confirm I did not receive any proceeds and I did this. I did not receive anything from them. Ipower would be able to see that no funds exchanged hands if they researched it. This business is using shady tactics and I do not accept their response. They need to refund my overpayment.]
Regards,
[redacted]
To whom it may concern, We respond to this complaint as follows.Upon review of Ms. [redacted]'s account it appears Ms. [redacted] reapplied for the affiliate program on February 3,2017 by resubmitting her W9 tax form. However, the application was denied due to an invalid address which resulted...
in Ms. [redacted] being in eligible to earn commissions under the iPage affiliate program. Up further review of Ms. [redacted]'s account we can confirm Ms. [redacted] resubmitted her W9 tax form on April 11,2017 and we are happy to say that her tax form has been approved and Ms. [redacted] is now eligible to earn commissions for all qualified sales generated through her affiliate link.Our affiliate team has submitted a manual payment request to our finance team to have the commission payments paid out to Ms. [redacted] for sales generated in the months of January to March 2017. Ms. [redacted] can expect payable commissions to be processed no later than April 30,2017 to her method of payment.Sincerely, iPage Customer Relations
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
In a review of this customer’s concerns, it appears this customer currently has two active accounts and one deleted account established on our platform. The deleted “[redacted]” account appears to be the account surrounding this customer’s complaint. To begin, please understand...
that pricing featured on our website is reflective of introductory rates for the first initial year, which will then defer to the regular pricing thereafter. The “[redacted]” account was first created on 6/4/2009, and was officially canceled on 10/11/2014. On 5/20/2014, the customer was charged for the renewal of their .com domain, hosting service, and Domain Privacy totaling $120.37. Our records indicate a chargeback was received from this customer’s bank/financial institution on 6/6/2014 in the amount of $120.37 for these two products/services. We should note that prior to this action taking place from the customer’s end, no cancellation notice or request was received. It was not until 6/24/14 the customer had contacted support requesting for the account to be canceled and refunded as the customer had not intended to renew. Our records do indicate that we did dispute the customer’s chargeback andhad won that dispute with their bank/financial institution as services paid hadbeen rendered. It was for this reason the account had remained active on our platform until 10/11. As a gesture of good faith, we processed a full refund of $120.37on 11/17 for services paid. These funds were processed back to the customer’scredit card on file. Please allow up to 7 to 10 business days for the refundsto be fully processed back.
To whom it may concern,We respond as follows to this complaint. Mr [redacted] set up an account with iPage on March 9th, 2014. Mr [redacted] continued to use our services for the following three years for domain hosting. On March 1st, 2017 Mr [redacted] reached out to us in regards to a refund...
for the automatic renewal of his services. At that time we did refund $367.35 back to the credit card on file for the three year hosting renewal and get him set up on a quarter-annually plan. Prior to the automatic charge of $367.35 we sent notices to his admin email([redacted]) 30 days prior to charging the card on file letting him know of the automatic payment set to take place. We were not contacted to be told Mr [redacted] did not wish to renew his services for three years until March 1st, after the automatic renewal had already taken place. Upon receiving the Revdex.com complaint we did reach out to Mr [redacted] confirming that he did want to cancel the account and offered to issue the full refund of $26.85. We have since refunded the $26.86 back to the credit card on file and cancelled the hosting on the account. Sincerely, iPage Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Based on their last reply, Powweb does not even know what version of [redacted] I am using. Unbelievable. This link: http://store.joekleon.com/readme.html provides the current version of [redacted] used by my site. 4.3.1. The version POWWEB says is the most current. That link confirms it. It is from Poweb’s own server.HOWEVER, when I log in and go into the [redacted] section of Powweb's own control panel, it REDIRECTS YOU TO [redacted], A DIFFERENT ENTITY THAN POWWEB. [redacted] says I am using 3.9.1 an outdated version. THIS IS INCORRECT. [redacted] is not communicating with Powweb's servers and has outdated information, saying I am still running [redacted] 3.9.1. I AM NOT! Powweb is basing information for their Revdex.com complaint on a 3rd party, when all they have to do is look on their own servers. This sheer incompetance and laziness is hard to understand.When this malware issue recently started, I had [redacted] updated, the malicious files removed, a malware plug in added, and scanned the site, IT CAME UP CLEAN. Powweb says there are still infected files. There are not. You do not even have updated information as to what is on your own servers. You do not even know how to check for it properly. EVERY reply from Powweb is about upselling [redacted], that POwweb gets a cut from. Power will not address why a company that hosts thousands of websites is insecure and files from any random stranger can be uploaded to their servers and to customer's websites.. In a nutshell, what Powweb is saying is that they can't keep their own servers free of malware. However, for $200 a year, they can. But they don’t guarantee it. Explain how this makes sense.Back in May, I began getting spam emails from Powweb pushing their [redacted] Service. I attached a screen shot of one of these emails to this complaint. Powweb states at the bottom of the email they do not guarantee [redacted]!! Really? All you do is push a service you can't guarantee will even work? For twice what you charge for my entire website? I don’t purchase [redacted] after months of email spam solicitations and now I am infected? I smell a rat, given the finalcial trouble Powweb is in. See article linked below.Here is what I want from the next reply from Powweb:1) Have someone with technical experience, who actually knows what they are talking about, thrououghly examine my site and verify what version of [redacted] I am using. Again, this link proves the version. [redacted] Admit your last claim was incorrect.2) Provide a detailed list (including paths) of any files you claim are malicious, along with the dates they were uploaded to your server and from what IP they were uploaded from.3) Explain why a company that has been hosting websites for almost 20 years has no security in place to guard against injection of malware. However, you claim this protection is available, at twice the cost of hosting a website. Explain how this is ethical. Powweb’s price gouging and pushing of [redacted] becomes clear when you read this link about their financial trouble and how they have benefitted from malware (and terrorism):[redacted] Powweb is in financial trouble. They are desperate for money, which is why they are aggressively pushing the shoddy [redacted] service, for security THEY SHOULD ALREADY HAVE IN PLACE. Please Powweb, answer the three questions I posted aboce. Do not reply with a soliciation of [redacted]. I have been a loyal customer since 1997 and deserve better treatment. I updated [redacted] weeks ago, before this complaint was filed, and removed the supposed malicious files.
Regards,
[redacted]
We sent renewal notifications for both hosting and the domain registration to the email address we had on file. However, it does not appear the customer attempted to cancel the account before the bill date of May 29, 2015 so the account auto-renewed in accordance with our Terms of Service. The...
customer called in multiple times after the hosting renewal was processed to request a prorated refund. However, according to our policy, we do not issue pro-rated refunds under normal circumstances. However, in a show of good faith, we have issued a pro-refund for the hosting in the amount of $71.39 on July 22, 2015.
To Whom It May Concern,We respond as follows to this complaint.Mr. [redacted] contacted us on November 18th, 2016 and inquired about a charge of $179.40 on his credit card. The Web Advisor that he has spoken with misinformed him stating that this was only due to the rising cost of technology and...
support resources and offered Mr. [redacted] a reduced price for hosting, but has declined the offer. Mr. [redacted]'s account was created on November 26th, 2014 with an introductory promotional hosting service the "Customer Appreciation Plan" that included a free registration of a domain name. The promotion was for Mr. [redacted] to be billed $12.00 once for 12 months. After 12 months, regular rates would apply.We have provided the necessary coaching to the advisor Mr. [redacted] spoke to, to ensure we are setting the right expectations with our customers. We have reviewed Mr. [redacted]'s account history, and we show no activity from within the account and likely the services have never been used.Per our Billing policy we are able to issue a refund for charges after 30 days of renewing. However, once we were alerted to Mr. [redacted] dispute with the Revdex.com, we reached out to Mr. [redacted] via email explaining that he signed up for a introductory promotional hosting service through FatCow. We have issued a refund in the amount of $251.28 for charges that occurred in 2015 and this year and have downgraded the account to a parked account so Mr. [redacted] can continue managing the domain.Sincerely, FatCow Customer Relations
To Whom It May Concern,We respond as follows to this complaint. Ms. [redacted] purchased 16 domain names on November 17, 2016. At that time we were having a sale of $1.99 for the first year registration of a new domain name. After selecting the 16 domain names she wanted to registered she chose to...
create a new account. When registering a new domain name, at the checkout screen it defaults to a 2 year registration in a drop down menu to allow customers to easily see they can register their domains for multiple years. Ms. [redacted] stated when she got to this screen, she changed the first domain to a 1 year term and then a pop up screen came up asking for her contact and billing information which she assumed was to create the new account. After entering all of the information, she thought she would then be able to change the remaining domains to a 1 year term but instead received a thank you for your purchase message. Ms. [redacted] called our support team after this to request an adjustment to this purchase as she was not planning on spending $301.69 on the domains. She was advised it is our policy that domain registrations and renewals are non-refundable as we are unable to take back the registration from the registrar once complete. Upon receiving this complaint, we spoke with Ms. [redacted] by phone on November 22, 2016 and advised her of the reasons for our policy. We attempted to replicate the experience Ms. [redacted] had when registering her domains as this is not how our checkout process works when registering and starting a new account but we were unable to replicate the same issues. Our engineering team is continuing to research the issue she experienced in attempt to replicate and ensure there are no bugs with our checkout process. We were able to come to a resolution with Ms. [redacted] by offering her, as a one time courtesy, to refund back to her card for half of her purchase in the amount of $150.85 as well as a $40.00 account credit. Thank you,iPage Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Thank you. I look forward to the reply from the company and hope I will receive a phone call incase I have any questions. [redacted] is the best number to reach me at. Thank you!
Regards,
[redacted]
Greetings,As per our homepage, we do state that a $15.00 charge will be assessed if our customer cancels but chooses to keep the domain name. As we understand Ms. [redacted] does not actually want the domain, we have refunded the $15.00 charge back to the card used.We hope this resolves any concerns...
raised but if we can be of further assistance, please let us know.
With respect to the customer getting kicked off of our website, this is morethan likely caused if the control panel or File Manager or even the MySQLscreen sits Idle for at least 20 minutes. This is not a glitch; this isactually a security mechanism that we have in place so that if a customer wereusing a publicly shared network and forgets to log out, there is less of achance of an account/website compromise from the customer’s end. This is notsomething that we can actively control from our end. Our suggestion here wouldbe to have the customer keep an additional screen open displaying their controlpanel, and simply make sure there is sustained navigation between pages. Simplyclicking or typing will not be sufficient here as this does not show activerequests being made to the service. With regards to the functionality of the File Manager, we have alreadydiscussed this in our initial response, however to reiterate, depending on thevolume of files, not necessarily the size being managed within the File Managerthere may be periodic periods of slowness. If the customer experiences this,this is an indication there is a greater amount of load being placed on theserver to call up their files. With this being said, at the time of thisresponse our Corporate Support Team did make an assessment of this customer’sFile Manager, and our team was able to access the File Manager with no issues,as well as navigate through different files with no lag in speed or responsetime to report.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I have been waiting to receive the refund ($300), please reopen the complaint as no refund was received.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Please see attached
Regards,
[redacted]
Hello Mr. [redacted],Our records do not show that a representative added the Domain Privacy services to your account. This indicates that the Domain Privacy services were added through the normal checkout process on our website. When registering or renewing a domain, you are given the option to opt out of Domain Privacy. Based on our records it appears that the Domain Privacy option was not de-selected or removed from your cart before you authorized the payment. Going forward, Billing Central is a great resource for always knowing what charges are going to be due on your account as well as the email reminders we send before you are billed for any automatic renewal. I hope this information is helpful.Thank you,[redacted] Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint:On October 8, 2017, Ms. [redacted] contacted the Revdex.com to inquire about her experience with our support. After reviewing the account we found that on May 22, 2016, we sent Ms. [redacted] an email to the email address...
"[redacted]", explaining that malware was detected on the domain name "[redacted]" and the website was temporarily suspended until the infected files were either cleaned out or removed from the server. We hope that Ms. [redacted] understands that these security measures are put in to place to protect the visitors of Ms. [redacted] website as well as to protect other customers who are on the same shared platform as her. In order to rectify the issue, an agent suggested the additional product "SiteLock" to help with cleaning out the infected files . SiteLock is a third party product and is a optional service we suggest to customers for issues such as this as many of our customers do not know how to remove infected files on their own. We provided the contact information for SiteLock and also gave an alternative way to go about cleaning the files. Additionally, we provided articles in order to help them navigate the process of cleaning the files on their own. Ms. [redacted] advised our Support that she would contact her web developer before making the decision about SiteLock. It appears that Ms. [redacted] did indeed reach out to SiteLock directly for help with this matter, however Ms. [redacted] did not purchase the services through FatCow, and instead purchased directly from SiteLock. Therefore, we are unable to review the services and account Ms. [redacted] has with SiteLock.On May 26, 2016, SiteLock Confirmed that the files had been cleaned and asked us to re-scan the files and reactivate the website. An email confirming that the files had come back with a clean scan and the website was reactivated, was sent to Ms. [redacted] via email to the admin email on file "[redacted]" which also included suggestions on how to prevent this issue from happening in the future. We can confirm that we have issued a refund in the amount of $90.54 USD to the card ending in 1333 on October 6, 2017. Ms. [redacted] will see this refund in her account within 5-7 business days, however this will depend on her financial institution. Regarding the refund from SiteLock, we are unable to assist in this matter, as previously stated, Ms. [redacted] purchased the services directly through SiteLock themselves. If Ms. [redacted] requests a refund from SiteLock, contacting the company directly, would be the next step.Thank you for bringing this to our Attention.FatCow Compliance Team
Our Records indicate this customer initially created their account on2/1/2014, and paid $40.28 for a two year hosting plan. The service renewal thiscustomer was concerned with was related to their Domain Registration Renewal,which was to rebill on 1/17/2015. Although we do understand this customer...
hadinitially intended to cancel their service on 1/12/2015, the actualcancellation was not to be until January 30th, 2016 per thecancellation request submitted. It would be for this reason that the domainservice renewal took place on 1/17. Ultimately this appears to be a simple misunderstanding, and therefore theaccount had been canceled on 1/19/2015, a prorated refund of $20.86 for hostingservice was issued, and on 1/25 we have issued a full refund of the $15.99 thathad initially charged on 1/17 for the domain registration renewal.
To Whom it May Concern,We respond to this complaint as follows. Upon receiving Mr. [redacted]'s rebuttal, we attempted to get in contact with him again by phone on January 19, 2016 and January 20, 2016. An email was also sent on January 20, 2016 to follow up on the voicemails left with him. As a gesture of goodwill we have gone ahead and applied 10 domain credits to Mr. [redacted]'s account. The credit is available for use now and will automatically apply toward any domain renewals. Mr. [redacted] has been provided with direct contact information to an agent who will assist him with any questions or issues he may be currently experiencing. If Mr. [redacted] does not feel this issue is resolved at this time or has further concerns he can contact us and we would be more than happy to assist him. Thank you,[redacted] Customer Relations
[When Ipower gave me this response, they asked me to call my bank and...
confirm I did not receive any proceeds and I did this. I did not receive anything from them. Ipower would be able to see that no funds exchanged hands if they researched it. This business is using shady tactics and I do not accept their response. They need to refund my overpayment.]
Regards,
[redacted]
To whom it may concern, We respond to this complaint as follows.Upon review of Ms. [redacted]'s account it appears Ms. [redacted] reapplied for the affiliate program on February 3,2017 by resubmitting her W9 tax form. However, the application was denied due to an invalid address which resulted...
in Ms. [redacted] being in eligible to earn commissions under the iPage affiliate program. Up further review of Ms. [redacted]'s account we can confirm Ms. [redacted] resubmitted her W9 tax form on April 11,2017 and we are happy to say that her tax form has been approved and Ms. [redacted] is now eligible to earn commissions for all qualified sales generated through her affiliate link.Our affiliate team has submitted a manual payment request to our finance team to have the commission payments paid out to Ms. [redacted] for sales generated in the months of January to March 2017. Ms. [redacted] can expect payable commissions to be processed no later than April 30,2017 to her method of payment.Sincerely, iPage Customer Relations
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
In a review of this customer’s concerns, it appears this customer currently has two active accounts and one deleted account established on our platform. The deleted “[redacted]” account appears to be the account surrounding this customer’s complaint. To begin, please understand...
that pricing featured on our website is reflective of introductory rates for the first initial year, which will then defer to the regular pricing thereafter. The “[redacted]” account was first created on 6/4/2009, and was officially canceled on 10/11/2014. On 5/20/2014, the customer was charged for the renewal of their .com domain, hosting service, and Domain Privacy totaling $120.37. Our records indicate a chargeback was received from this customer’s bank/financial institution on 6/6/2014 in the amount of $120.37 for these two products/services. We should note that prior to this action taking place from the customer’s end, no cancellation notice or request was received. It was not until 6/24/14 the customer had contacted support requesting for the account to be canceled and refunded as the customer had not intended to renew. Our records do indicate that we did dispute the customer’s chargeback andhad won that dispute with their bank/financial institution as services paid hadbeen rendered. It was for this reason the account had remained active on our platform until 10/11. As a gesture of good faith, we processed a full refund of $120.37on 11/17 for services paid. These funds were processed back to the customer’scredit card on file. Please allow up to 7 to 10 business days for the refundsto be fully processed back.