As mentioned in our prior response, there is no [redacted] to resolving this issueWe are working with our vendor to resolve the issueHowever, if the customer finds our offer of web concierge unacceptable, we would be open to considering other options to assist the customerWe will reach out to the customer again to see if we can find some middle ground that would be acceptable to both parties.Please note our plans do offer unlimited disk space and bandwidthHowever there are limitations to how you can use our servicesThe exact limitations are stated in our terms of service
Our account records indicate this customer did indeed submit a cancellation request for the account on 8/31/to take effect on 9/19/The customer’s domains had renewed on 9/5/As per our billing policy, we may charge customers up to days prior to the renewalThis is in place to Identify any errors in billing so that we can notify customers if needed, and Prevent a stoppage in service due to potential billing errors Per this customer’s request we have issued a full refund of CA$for the .ca renewal and CA$for the .org domain renewalWe have since processed an immediate account cancellationPlease allow up to to business days for the refunds to be fully processed back to the customer
On September 11th, our Affiliate Team had been engaged in an email conversation with this customer to further discuss their affiliate credit/commissions. Our records indicate that we processed the most recent commissions on April 29, 2014. We do not have record of sales registered through this... customer’s affiliate ID in the months of May and June. However, sales that were registered under the Affiliate ID in July and August were placed on hold for further review. Through a closer review of this customer’s affiliate activities, the following sales were unable to qualify for commissions to be paid through the iPage affiliate program: 1. healthbenefitsoftoma 2. bodybuildingweightcl 3. healthbenefitsofmush 4. Naturalremediesforso The sales appear to be similar in nature. For example, "Healthbenefitsoftoma", "Healthbenefitsofmush" share the same username variation. Furthermore, "Healthbenefitsoftoma", "Healthbenefitsofmush", "Bodybuildingweightcl", and "Naturalremediesforso" appear to target an exclusive audience. It has been determined that the overall quality of these sales registered in May has remained low for multiple review cycles. There is not a way to lessen the disappointment; however, there are times when we are unable to pay out on referred sales. After carefully considering all of the information presented, the irregular activity has resulted in our inability to extend affiliate credit for the sales registered in May. Please see the below notations made for further explanation as to why these sales had been rejected through our program: 'homeremediesforaller' sale overall quality in site build. In addition, the website is currently using another affiliate's banners and links to promote iPage. 'wheretofindtirescom' has not shown consistant activity since the time of sign up. The last and only posting(s) on the site was July 30, 2014. Section 5 of the affiliate agreement states that sales must be in 'good standing' status for more than 30 days. 'cprogramminginfo', similar to the sale of 'homeremediesforaller' lacks in overall quality of site build. The pages provided do not direct different locations. ' [redacted] ' is still in a DEMO phase of development. Again, all sales are required to show moderate growth since the time of sign up. The above clarification was emailed to the customer on September 18th. We should also note that on September 18th, although we have rejected the customer’s affiliate commissions, we did offer to add a $35 credit to the customer’s account as a gesture of good faith for friend referral credit. It should be noted that the customer has rejected our good faith offer. Unfortunately this customer will not be receiving the affiliate credit they are requesting.
Homestead does utilize spam filtering software to monitor inbound and outbound email sent from our servicesHowever, spam filters are not perfect and sometimes spam messages will get through the filters Spammers are getting more and more sophisticated and leverage advanced techniques to get around spam filtersIn this case we have set up a feedback system so customers can provide us samples of spam emails that managed to pass through the filters on the Community forum and we will submit the message to our spam filtering softwareThis way our software will start blocking messages from that particular spammer going forwardThe more samples we submit to the software the more effective it will become in terms of blocking spam.Some email providers such as [redacted] do provide the ability for customers to report spam by simply clicking a buttonHowever our services are different from [redacted] and we don't have such a capability at this time.We realize it's likely inconvenient for the customer to report spam on our forumWe understand this is not the ideal way of reporting spam and will be looking into ways to improve this feedback systemThank you
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 I respect the legal representatives speed in responding to these issues however these issues have gone unanswered for monthsThe new [redacted] issue started when I added the [redacted] Essential serviceCurrently, I'm not sure how either of theses issues were solved however, the re-download [redacted] issue only occurred once all weekendWhile the [redacted] issue has not occurred at allI'm awaiting a response about my [redacted] which is a service that is supposed to be included with [redacted] EssentialsWhen I was receiving this error for ***, I was told many things including I could purchase [redacted] to stop this problemThat is a major issue.My request for service refund from April until now is in regard to the service I've been receiving since then not in regard to cancellationI was told a representative would contact me last week and no one didWhen I ask for a supervisor the tech support representatives have told me they're busyWhen I am ready and willing to give my full attention and cooperation to get these matters resolved immediately Further, I would like all of this information posted for the public to access 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 # ***Please add your rejection comments below.
[ After receiving complain from Revdex.com.org ipage responded But Since I have complained they did not solved the issue and did not even reply to my mails and messages for many days I have full proof of all these stuffs Also month credit is not enough . Simultaneously over days the server and site is down and my loss has beyond all limits and till now $3000+ loss I got Really Bad They are lying by saying this that error is from my site but it is not My VPS has TB bandwidth and Gb hard disc but still now I did not even used % of that Also they are not fixing that problem and server is still down now Also they did not refund yet that I requested for the MAY month fee though the request was made 5-days ago They also did not tell anything about how to fix the problem or when they will fix it I got a huge loss and this ipage company does not reply to the customers properly I have full proof of that I do not want host in this hosting just want refund and a portion of my loss I think it is fair enough Because my costing will decrease little bit then other wise I will be in big loss ]
Regards,
*** *** ***
Our Corporate Support Team has reached out through a follow up email to this customer documenting an explanation of the situation regarding an attempted charge of $In a way of background, we were able to locate an attempted account signup on 12/An Authorization attempt in the amount of
$failed, which led to a failed account signupNormally an Authorization attempt would only be in the amount of $1, and is typically refunded back to the account holder within to hoursSince this was a failed Authorization attempt, no funds should have left this customer’s accountThere is a possibility this customer’s bank or financial institution placed a $hold on this customer’s account, however should have released that hold within to hours We would encourage this customer to contact their bank or financial institution to be certain the $was reversed back to their accountIf this customer still feels they were charged the $without reversal, we have asked this customer within our email to provide a billing statement as proof of the transaction so that we can be certain this customer is refunded in fullWe have since fully canceled the“dead” accountIf this customer wishes to establish service with our company,we would recommend re-signing up through our website or contacting our phone support team where our team will be glad to walk this customer through a successful signup
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 # ***Please add your rejection comments below.
Problem which wasn't addressed: I keep getting kicked off their website whether I am on file manager or in mysql When I told them this they said the problem was at my end, funny but I don't have this problem with any other website I accessNow this matter is a problem that is in their scope of supportI have lost numerous hours of work because of this problem.Problem File Manager Issue: I do use an independent FTP programWhat I was told as to the large number of files I have is baloneyThis is their product and I don't want to hear excuses because it doesn't work When I was told I had to many files I tried their File Manager days later with at least the same number of files or more and it worked OKThey should stand by their productsIf the are a state of the art service provider then their products should workAlso when I tried to use other products of theirs like Windows Frontpage and windows ASP, they didn't workIf they provide these services then they should resolve issues regarding them.Problem 3: Menus: I know they are not programmers etcand I realize that I am inexperienced at menu creation, but when my menus stopped working and they couldn't tell me why I used a different software package then what I was usingAfter creating them they wouldn't load into my web pagesI contacted Ipower and no resolution Again understanding that they don't have experience in this area maybe they could have put me in touch with someone who couldBy accident in surfing the web I found the resolution in of all places ***The resolution was so simple I couldn't believe itAll I had to do was rename my htm pages from .htm to .shtmNow I think someone there could or should have known thatThe problem is that the people on the help desk are following a scriptIf the answer isn't in the script then there is no resolutionMaybe they could get USA support instead of inexperienced overseas supportAlthough I don't have menus experience I was an application developer for yearsAnd if I ever treated clients the way I have been treated I would have been firedI especially need the issue of being kicked off their system resolved! I am tired of having to redo workI am restructuring my website and hopefully the amount of files will be reducedNo matter they should be able to handle large databases and large numbers of filesThat IS in their scope of support as an Internet service provider.Regards,
*** ***
We have reviewed this customer’s account, which was initially set to renewon 1/22/for hosting servicePursuant with our Terms of Service, we willstart the service renewal process up to days prior to the initial renewal ofthe serviceThis is done for two reasons; To identify any
potential issueswith billing allowing us the opportunity to contact our customer to correctthose potential issues, and Prevent a stoppage in service due to anypotential billing issues that may ariseWith this being said, prior to 1/7/we were not able to locate acancellation request on this customer’s account, which explains why the hostingservice renewed in accordance with our Terms of ServiceAs a gesture of goodfaith we processed a refund of $131.88back to this customer’s credit cardPlease allow up to to business daysfor the refund to be fully processed backWe will maintain service to theaccount until January 22nd, at that time the account will be canceledShouldthis customer change their mind prior to January 22nd, they will need tore-purchase hosting services for the upcoming month period
Our records indicate this customer had signed up for their account on
8/30/2014, and had paid $for hosting serviceIt appears through support
ticket ***, our team had made an effort to boost this customer’s loading
speed performance, however it was determined that the website
was loading as
normally as possible while being hosted on our shared platform
Nevertheless as per this customer’s request, we have issued a full refund of
$back to the *** on file, and have processed an immediate cancellation
of service
On 1/21/our Network Operations Team had identified Malware located onthis customer’s account, which was embedded within this customer’s websitecodeIn Lou of this circumstance we had no choice but to temporary suspendservice to this customer’s account to prevent any further malicious
activity,and to protect other customer accounts as well as protect our platformOur records show that our team had been working very closely with thiscustomer to resolve their issue as quickly and efficiently as possibleUnfortunatelyduring this process, this customer had contacted our various teams throughvarious support channels, with the opening of multiple support ticketsregarding the same issueRegrettably this had indeed hindered our process ofresolution for this customer rather than help the situationWith this being said, on 1/our team had re-enabled this customer’saccount while we continued to assist with the cleansing of their filesOn 1/26the account was once more disabled due to still having infected files reported,however on 1/the account was once more re-enabledUnfortunately it is notgenerally within our scope of support to assist a customer with the cleansing oftheir files, as this falls within the responsibility of the customer pursuantwith our Terms of ServiceWith this being said, we do have an aproductcalled “SiteLock”, which does aid with the cleaning as well as help identifyproblematic filesThis is a feature offered for customers to purchase if theyrequire assistance with the website maintenance aspect of their accountIn this case, this customer did initially purchase the “SiteLock Fix”feature, in the amount of $on 1/Unfortunately this feature is offeredby domain, therefore should the customer choose to have each of their websitesprotected and cleansed by this package, they would need to purchase thisfeature for each of their individual websitesLater on 1/we did issue arefund of $for this feature, and have provided one month of this service forthis customer’s account at no cost as a gesture of good faithPleaseunderstand however, this offer is only being honored for one monthIf this customerwishes to keep the SiteLock service after this period, they will need topurchase it on their endMoving forward we encourage this customer to reviewour full Terms of Service and Limitations of Liability for a full breakdown ofcustomer responsibilities as it relates to their account and website hostingservicesOur Terms of Service can be found at www.fatcow.com/legal
According to our records, the customer switched her hosting account to "not renew" on March 17, using our Account Renewal formHowever, we don't see a record of her disabling auto renewal on the domain nameThe customer must turn off auto renewal for the domain name separately in
DomainCentral.Since auto renewal for the domain was still enabled, the customer was charged for the renewal of the domain name on April 17, 2015.As a gesture of goodwill, we have refunded the customer for the domain renewal fee.For reference, the hosting account will be canceled on April 30, and the customer should no longer be charged for any further services
As previously stated, the charges this customer speaks of in his complaintwere simply “pending” chargesWe have no record of these charges beingapproved by this customer’s bank or financial institutionIt would be this customer’sresponsibility to provide us proof that these charges were processed
andapproved by the bank/financial institutionAdditionally, pursuant with ourTerms of Service, it is the responsibility of the customer to contact usdirectly if they wish to disable an automatic renewal, or cancel a product orserviceWe have no record of this taking place for this customer, thereforethe billing for the account was attempted in accordance with our Terms ofServiceRegrettably, we are unable to issue credit or refund for third party servicefees as requested
We have now issued a refund of $to the current credit card on file for the accountThe previous refund was issued to a prior credit card on file for the accountWe apologize for the inconvenience caused by this issue
We apologize for the confusionTo clarify, we issued the latest refund to the same credit card on file for the account when the charge of $occurred on 12/21/Please note that the refund was processed on 5/13/to the same credit card we charged on on 12/21/and it can take business days to appear on the customer's credit card statementIf the customer has further issues, he is welcome to contact us back
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 # ***Please add your rejection comments below.
I was NOT allowed access to my websites and all of my data which I ownThis hosting company tried to extort me into buying their *** security add on extra service before they would release my sites and allow me to have full access to my data and websitesI am trying to work out a fair solution which should be a complete refund of $for the accounts I have with themI still have over a year left with them on my second accountMy first was still active when I filed this complaintI AM still a customer of theirs and I am sure they are going to give me more issues as a result of this filingI have submitted screenshots and have many moreI tried many, many times to resolve this issue before filing this complaintI have spoken with them countless times on the phone and they were not interested in being a good respectable business and hold up their end of the contract we had.I just want a refund so I can find a new host that does not try to extort their customersI do not want other people to go through this which is why I filed thisI hope they will resolve this issue with me before I must take other actions to right this wrongI am willing to work with them but they are just too big of a company and they have thousands of customers so they don't care about losing a few that don't go for their extortion attempts.An internet search on this matter will show many people have experienced this same thing
Regards,
*** ***
Thank you for the opportunity to address this complaint.Based on the billing history of this account it would appear our system attempted to bill the credit card on file on December 28, for the payment due on January 2, This new process helps us to ensure uninterrupted service to the
customerIf there is an issue with the payment method on file, this gives the customer an opportunity to correct the issue before the account goes past dueWe apologize for the inconvenience caused by this issue.According to the notes on the account the customer contacted our support staff on March 3, regarding the issueAs a result of the contact our customers future billing should again be processing on the 2nd of each month going forwardHer next billing date is set for April 2, 2015.As a gesture of goodwill, we have credited the account with one month worth of free hosting services, worth $20.99.Please let us know if you have any further questions or concerns
After a thorough review of thiscustomer’s account as well as their complaint we have determined that on December17th, our *** *** *** had located a network disturbance isolatedto this particular customer’s account which had negatively impacted theperformance of our platform, effecting
other customers hosting on the sameserver pool as this customerAfter a thorough account scan it was determinedthe disturbance was caused by *** injections embedded within thiscustomer’s website/site applicationsDue to the negative impact this washaving on our platform we had no choice but to isolate this issue by suspendingthis customer’s account, in turn this re-stabilized our platform protectingother customers’ website performance On December 17th, thiscustomer was provided written documentation of the *** detected, and wasrequested to take action from their end to remedy the situation so that wecould once more enable the accountOn December 19th, our CorporateSupport Team had been in contact with this customer to provide furtherexplanation and insight into this customer’s issueWe should note that ourteams had made multiple attempts through a series of correspondences with thiscustomer to rectify their issueUnfortunately instead of accepting ourdiagnosis and means of resolution, this customer continued to place blame onour programmers for the *** injections In a way of background, there areactually many reasons for *** showing up in cases such as thisAs thiscustomer had previously mentioned, their website and scripts had been sittingidle for an extended period of time without being updatedThis more thanlikely may have been the cause for *** to have been injected into thiscustomer’s siteAs an “Open-Source” hosting platform, it is ultimately the customer’sresponsibility to manage and maintain all aspects of their website, filemanagement, and website maintenanceWe should emphasize that platform securityis indeed one of our main priorities, and certainly ensure platform security,durability, and reliabilityWe also would like to make mention that ourservers do have the necessary *** in place to block intrusionWith thisbeing said, platform security is actually a duel responsibility between us andour customers as we must emphasize customer engagement is required if acustomer plans on setting up a database driven website, or script applicationbased site to prevent situations such as this from occurring On December 22nd afollow up scan was completed for this customer’s site documenting the ***had been removedUpon this scan the customer’s website and account wasunsuspended, providing all system services back to this customer Ultimately we need to emphasizethat no wrong doing from our end could be found as it related to thisparticular caseOur *** ***Teams acted with the best interest ofprotecting the stability and security of the platform when this particularcustomer’s account had been suspendedThis suspension was to prevent furthernegative impact on our platformThis customer’s website was not singled out, ratherthis was an unfortunate instance that could not have been prevented from ourend despite how this customer feels about this particular caseOur teams hadworked with this customer closely to address the situation and work towards aresolutionOnce the situation was resolved, an immediate enabling of thewebsite took placeWe should also point out that if this had been a defectwithin our platform, other customers on this same server pool would have been negativelyimpacted as wellSince there was no patter of other customers having this sameissue within the same serer pool, we have deemed this to be an isolated,account specific related issue versus an issue with the platform Due to our findings we are unableto provide this customer the free hosting credits as requested to make up forthe suspension of their websiteWe kindly ask this customer to review our fullTerms of Service and Limitations of Liability
We do apologize for any delay inresponse to this customer’s issues, as we do strive to address any such customerinquiries and concerns as promptly as possibleIn reviewing this customer’srebuttal we are a bit confused as for the refund they are allegingAt this timeno further refund is warranted or will be provided aside from the $unlessthe customer chooses to cancel their service We do confirm that the ***feature is enabled for this customer’s websiteFurthermore our shared IPaddress was added on the back-end to this feature on 12/17, which may haveresolved the remaining technical issue this customer is speaking of
In a way of background, when a domain name expires anddoes not get renewed within the day post expiratory period, the domainenters the “Redemption Grace period”, where the domain can still be retrievedat the Registrar level; however a $per domain Redemption Retrieval feewould be assessed
prior to retrieving the domainPlease understand this fee isset forth between the Registry and Registrar in accordance with ICANN’s processadherenceUnfortunately the $Redemption Retrieval fee per domain is whatwe are assessed when retrieving a customer’s domain The initial offer we had made to split the cost of theRedemption retrieval with this customer was indeed made in good faith as we feelthis was more than fair considering it is the sole responsibility of thecustomer to manage and maintain all aspects of the domain registration andrenewal process as stated within our Terms of Service and the DomainRegistration Agreement, which can be found at www.ipower.com/legal On December 9th, this customer had contactedsupport with regards to the expiration of their domainsIt appears throughthis call our support personnel may have misspoke with concern to the domainsthat had expired and reached the Redemption Grace periodFor clarification thefollowing domains had actually expired; healthyhoundplayground.com,healthyhoundplaygrounds.com , healthyhoundsplayground.com , andhealthyhoundsplaygrounds.comTo be clear “houndplay.com” was not expired, wasnot redeemed, and was not charged a redemption fee as this customer claims intheir complaint Our records indicate this customerwas charged $($X Redemption Retrieval fees) plus $X domainrenewals to put the above domains back into good standing, which would allowthe customer’s website to once more propagate as requested on 12/As agesture of good faith for the further misunderstanding we have issued a refundof $on 12/back to the customer for one of the retrievalsUnfortunatelywe are unable to issue the remaining $as there is a certain customer responsibilityas it relates to their domain renewal/expirations, and any cost that may beaccrued during an expiration period We once more apologize for themisunderstanding and the handling of this customer’s recent experience
As mentioned in our prior response, there is no [redacted] to resolving this issueWe are working with our vendor to resolve the issueHowever, if the customer finds our offer of web concierge unacceptable, we would be open to considering other options to assist the customerWe will reach out to the customer again to see if we can find some middle ground that would be acceptable to both parties.Please note our plans do offer unlimited disk space and bandwidthHowever there are limitations to how you can use our servicesThe exact limitations are stated in our terms of service
Our account records indicate this customer did indeed submit a cancellation request for the account on 8/31/to take effect on 9/19/The customer’s domains had renewed on 9/5/As per our billing policy, we may charge customers up to days prior to the renewalThis is in place to Identify any errors in billing so that we can notify customers if needed, and Prevent a stoppage in service due to potential billing errors Per this customer’s request we have issued a full refund of CA$for the .ca renewal and CA$for the .org domain renewalWe have since processed an immediate account cancellationPlease allow up to to business days for the refunds to be fully processed back to the customer
On September 11th, our Affiliate Team had been engaged in an email conversation with this customer to further discuss their affiliate credit/commissions. Our records indicate that we processed the most recent commissions on April 29, 2014. We do not have record of sales registered through this... customer’s affiliate ID in the months of May and June. However, sales that were registered under the Affiliate ID in July and August were placed on hold for further review. Through a closer review of this customer’s affiliate activities, the following sales were unable to qualify for commissions to be paid through the iPage affiliate program: 1. healthbenefitsoftoma 2. bodybuildingweightcl 3. healthbenefitsofmush 4. Naturalremediesforso The sales appear to be similar in nature. For example, "Healthbenefitsoftoma", "Healthbenefitsofmush" share the same username variation. Furthermore, "Healthbenefitsoftoma", "Healthbenefitsofmush", "Bodybuildingweightcl", and "Naturalremediesforso" appear to target an exclusive audience. It has been determined that the overall quality of these sales registered in May has remained low for multiple review cycles. There is not a way to lessen the disappointment; however, there are times when we are unable to pay out on referred sales. After carefully considering all of the information presented, the irregular activity has resulted in our inability to extend affiliate credit for the sales registered in May. Please see the below notations made for further explanation as to why these sales had been rejected through our program: 'homeremediesforaller' sale overall quality in site build. In addition, the website is currently using another affiliate's banners and links to promote iPage. 'wheretofindtirescom' has not shown consistant activity since the time of sign up. The last and only posting(s) on the site was July 30, 2014. Section 5 of the affiliate agreement states that sales must be in 'good standing' status for more than 30 days. 'cprogramminginfo', similar to the sale of 'homeremediesforaller' lacks in overall quality of site build. The pages provided do not direct different locations. ' [redacted] ' is still in a DEMO phase of development. Again, all sales are required to show moderate growth since the time of sign up. The above clarification was emailed to the customer on September 18th. We should also note that on September 18th, although we have rejected the customer’s affiliate commissions, we did offer to add a $35 credit to the customer’s account as a gesture of good faith for friend referral credit. It should be noted that the customer has rejected our good faith offer. Unfortunately this customer will not be receiving the affiliate credit they are requesting.
Homestead does utilize spam filtering software to monitor inbound and outbound email sent from our servicesHowever, spam filters are not perfect and sometimes spam messages will get through the filters Spammers are getting more and more sophisticated and leverage advanced techniques to get around spam filtersIn this case we have set up a feedback system so customers can provide us samples of spam emails that managed to pass through the filters on the Community forum and we will submit the message to our spam filtering softwareThis way our software will start blocking messages from that particular spammer going forwardThe more samples we submit to the software the more effective it will become in terms of blocking spam.Some email providers such as [redacted] do provide the ability for customers to report spam by simply clicking a buttonHowever our services are different from [redacted] and we don't have such a capability at this time.We realize it's likely inconvenient for the customer to report spam on our forumWe understand this is not the ideal way of reporting spam and will be looking into ways to improve this feedback systemThank you
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 I respect the legal representatives speed in responding to these issues however these issues have gone unanswered for monthsThe new [redacted] issue started when I added the [redacted] Essential serviceCurrently, I'm not sure how either of theses issues were solved however, the re-download [redacted] issue only occurred once all weekendWhile the [redacted] issue has not occurred at allI'm awaiting a response about my [redacted] which is a service that is supposed to be included with [redacted] EssentialsWhen I was receiving this error for ***, I was told many things including I could purchase [redacted] to stop this problemThat is a major issue.My request for service refund from April until now is in regard to the service I've been receiving since then not in regard to cancellationI was told a representative would contact me last week and no one didWhen I ask for a supervisor the tech support representatives have told me they're busyWhen I am ready and willing to give my full attention and cooperation to get these matters resolved immediately Further, I would like all of this information posted for the public to access 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 # ***Please add your rejection comments below.
[ After receiving complain from Revdex.com.org ipage responded But Since I have complained they did not solved the issue and did not even reply to my mails and messages for many days I have full proof of all these stuffs Also month credit is not enough . Simultaneously over days the server and site is down and my loss has beyond all limits and till now $3000+ loss I got Really Bad They are lying by saying this that error is from my site but it is not My VPS has TB bandwidth and Gb hard disc but still now I did not even used % of that Also they are not fixing that problem and server is still down now Also they did not refund yet that I requested for the MAY month fee though the request was made 5-days ago They also did not tell anything about how to fix the problem or when they will fix it I got a huge loss and this ipage company does not reply to the customers properly I have full proof of that I do not want host in this hosting just want refund and a portion of my loss I think it is fair enough Because my costing will decrease little bit then other wise I will be in big loss ]
Regards,
*** *** ***
Our Corporate Support Team has reached out through a follow up email to this customer documenting an explanation of the situation regarding an attempted charge of $In a way of background, we were able to locate an attempted account signup on 12/An Authorization attempt in the amount of
$failed, which led to a failed account signupNormally an Authorization attempt would only be in the amount of $1, and is typically refunded back to the account holder within to hoursSince this was a failed Authorization attempt, no funds should have left this customer’s accountThere is a possibility this customer’s bank or financial institution placed a $hold on this customer’s account, however should have released that hold within to hours We would encourage this customer to contact their bank or financial institution to be certain the $was reversed back to their accountIf this customer still feels they were charged the $without reversal, we have asked this customer within our email to provide a billing statement as proof of the transaction so that we can be certain this customer is refunded in fullWe have since fully canceled the“dead” accountIf this customer wishes to establish service with our company,we would recommend re-signing up through our website or contacting our phone support team where our team will be glad to walk this customer through a successful signup
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 # ***Please add your rejection comments below.
Problem which wasn't addressed: I keep getting kicked off their website whether I am on file manager or in mysql When I told them this they said the problem was at my end, funny but I don't have this problem with any other website I accessNow this matter is a problem that is in their scope of supportI have lost numerous hours of work because of this problem.Problem File Manager Issue: I do use an independent FTP programWhat I was told as to the large number of files I have is baloneyThis is their product and I don't want to hear excuses because it doesn't work When I was told I had to many files I tried their File Manager days later with at least the same number of files or more and it worked OKThey should stand by their productsIf the are a state of the art service provider then their products should workAlso when I tried to use other products of theirs like Windows Frontpage and windows ASP, they didn't workIf they provide these services then they should resolve issues regarding them.Problem 3: Menus: I know they are not programmers etcand I realize that I am inexperienced at menu creation, but when my menus stopped working and they couldn't tell me why I used a different software package then what I was usingAfter creating them they wouldn't load into my web pagesI contacted Ipower and no resolution Again understanding that they don't have experience in this area maybe they could have put me in touch with someone who couldBy accident in surfing the web I found the resolution in of all places ***The resolution was so simple I couldn't believe itAll I had to do was rename my htm pages from .htm to .shtmNow I think someone there could or should have known thatThe problem is that the people on the help desk are following a scriptIf the answer isn't in the script then there is no resolutionMaybe they could get USA support instead of inexperienced overseas supportAlthough I don't have menus experience I was an application developer for yearsAnd if I ever treated clients the way I have been treated I would have been firedI especially need the issue of being kicked off their system resolved! I am tired of having to redo workI am restructuring my website and hopefully the amount of files will be reducedNo matter they should be able to handle large databases and large numbers of filesThat IS in their scope of support as an Internet service provider.Regards,
*** ***
We have reviewed this customer’s account, which was initially set to renewon 1/22/for hosting servicePursuant with our Terms of Service, we willstart the service renewal process up to days prior to the initial renewal ofthe serviceThis is done for two reasons; To identify any
potential issueswith billing allowing us the opportunity to contact our customer to correctthose potential issues, and Prevent a stoppage in service due to anypotential billing issues that may ariseWith this being said, prior to 1/7/we were not able to locate acancellation request on this customer’s account, which explains why the hostingservice renewed in accordance with our Terms of ServiceAs a gesture of goodfaith we processed a refund of $131.88back to this customer’s credit cardPlease allow up to to business daysfor the refund to be fully processed backWe will maintain service to theaccount until January 22nd, at that time the account will be canceledShouldthis customer change their mind prior to January 22nd, they will need tore-purchase hosting services for the upcoming month period
Our records indicate this customer had signed up for their account on
8/30/2014, and had paid $for hosting serviceIt appears through support
ticket ***, our team had made an effort to boost this customer’s loading
speed performance, however it was determined that the website
was loading as
normally as possible while being hosted on our shared platform
Nevertheless as per this customer’s request, we have issued a full refund of
$back to the *** on file, and have processed an immediate cancellation
of service
On 1/21/our Network Operations Team had identified Malware located onthis customer’s account, which was embedded within this customer’s websitecodeIn Lou of this circumstance we had no choice but to temporary suspendservice to this customer’s account to prevent any further malicious
activity,and to protect other customer accounts as well as protect our platformOur records show that our team had been working very closely with thiscustomer to resolve their issue as quickly and efficiently as possibleUnfortunatelyduring this process, this customer had contacted our various teams throughvarious support channels, with the opening of multiple support ticketsregarding the same issueRegrettably this had indeed hindered our process ofresolution for this customer rather than help the situationWith this being said, on 1/our team had re-enabled this customer’saccount while we continued to assist with the cleansing of their filesOn 1/26the account was once more disabled due to still having infected files reported,however on 1/the account was once more re-enabledUnfortunately it is notgenerally within our scope of support to assist a customer with the cleansing oftheir files, as this falls within the responsibility of the customer pursuantwith our Terms of ServiceWith this being said, we do have an aproductcalled “SiteLock”, which does aid with the cleaning as well as help identifyproblematic filesThis is a feature offered for customers to purchase if theyrequire assistance with the website maintenance aspect of their accountIn this case, this customer did initially purchase the “SiteLock Fix”feature, in the amount of $on 1/Unfortunately this feature is offeredby domain, therefore should the customer choose to have each of their websitesprotected and cleansed by this package, they would need to purchase thisfeature for each of their individual websitesLater on 1/we did issue arefund of $for this feature, and have provided one month of this service forthis customer’s account at no cost as a gesture of good faithPleaseunderstand however, this offer is only being honored for one monthIf this customerwishes to keep the SiteLock service after this period, they will need topurchase it on their endMoving forward we encourage this customer to reviewour full Terms of Service and Limitations of Liability for a full breakdown ofcustomer responsibilities as it relates to their account and website hostingservicesOur Terms of Service can be found at www.fatcow.com/legal
According to our records, the customer switched her hosting account to "not renew" on March 17, using our Account Renewal formHowever, we don't see a record of her disabling auto renewal on the domain nameThe customer must turn off auto renewal for the domain name separately in
DomainCentral.Since auto renewal for the domain was still enabled, the customer was charged for the renewal of the domain name on April 17, 2015.As a gesture of goodwill, we have refunded the customer for the domain renewal fee.For reference, the hosting account will be canceled on April 30, and the customer should no longer be charged for any further services
As previously stated, the charges this customer speaks of in his complaintwere simply “pending” chargesWe have no record of these charges beingapproved by this customer’s bank or financial institutionIt would be this customer’sresponsibility to provide us proof that these charges were processed
andapproved by the bank/financial institutionAdditionally, pursuant with ourTerms of Service, it is the responsibility of the customer to contact usdirectly if they wish to disable an automatic renewal, or cancel a product orserviceWe have no record of this taking place for this customer, thereforethe billing for the account was attempted in accordance with our Terms ofServiceRegrettably, we are unable to issue credit or refund for third party servicefees as requested
We have now issued a refund of $to the current credit card on file for the accountThe previous refund was issued to a prior credit card on file for the accountWe apologize for the inconvenience caused by this issue
We apologize for the confusionTo clarify, we issued the latest refund to the same credit card on file for the account when the charge of $occurred on 12/21/Please note that the refund was processed on 5/13/to the same credit card we charged on on 12/21/and it can take business days to appear on the customer's credit card statementIf the customer has further issues, he is welcome to contact us back
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 # ***Please add your rejection comments below.
I was NOT allowed access to my websites and all of my data which I ownThis hosting company tried to extort me into buying their *** security add on extra service before they would release my sites and allow me to have full access to my data and websitesI am trying to work out a fair solution which should be a complete refund of $for the accounts I have with themI still have over a year left with them on my second accountMy first was still active when I filed this complaintI AM still a customer of theirs and I am sure they are going to give me more issues as a result of this filingI have submitted screenshots and have many moreI tried many, many times to resolve this issue before filing this complaintI have spoken with them countless times on the phone and they were not interested in being a good respectable business and hold up their end of the contract we had.I just want a refund so I can find a new host that does not try to extort their customersI do not want other people to go through this which is why I filed thisI hope they will resolve this issue with me before I must take other actions to right this wrongI am willing to work with them but they are just too big of a company and they have thousands of customers so they don't care about losing a few that don't go for their extortion attempts.An internet search on this matter will show many people have experienced this same thing
Regards,
*** ***
Thank you for the opportunity to address this complaint.Based on the billing history of this account it would appear our system attempted to bill the credit card on file on December 28, for the payment due on January 2, This new process helps us to ensure uninterrupted service to the
customerIf there is an issue with the payment method on file, this gives the customer an opportunity to correct the issue before the account goes past dueWe apologize for the inconvenience caused by this issue.According to the notes on the account the customer contacted our support staff on March 3, regarding the issueAs a result of the contact our customers future billing should again be processing on the 2nd of each month going forwardHer next billing date is set for April 2, 2015.As a gesture of goodwill, we have credited the account with one month worth of free hosting services, worth $20.99.Please let us know if you have any further questions or concerns
After a thorough review of thiscustomer’s account as well as their complaint we have determined that on December17th, our *** *** *** had located a network disturbance isolatedto this particular customer’s account which had negatively impacted theperformance of our platform, effecting
other customers hosting on the sameserver pool as this customerAfter a thorough account scan it was determinedthe disturbance was caused by *** injections embedded within thiscustomer’s website/site applicationsDue to the negative impact this washaving on our platform we had no choice but to isolate this issue by suspendingthis customer’s account, in turn this re-stabilized our platform protectingother customers’ website performance On December 17th, thiscustomer was provided written documentation of the *** detected, and wasrequested to take action from their end to remedy the situation so that wecould once more enable the accountOn December 19th, our CorporateSupport Team had been in contact with this customer to provide furtherexplanation and insight into this customer’s issueWe should note that ourteams had made multiple attempts through a series of correspondences with thiscustomer to rectify their issueUnfortunately instead of accepting ourdiagnosis and means of resolution, this customer continued to place blame onour programmers for the *** injections In a way of background, there areactually many reasons for *** showing up in cases such as thisAs thiscustomer had previously mentioned, their website and scripts had been sittingidle for an extended period of time without being updatedThis more thanlikely may have been the cause for *** to have been injected into thiscustomer’s siteAs an “Open-Source” hosting platform, it is ultimately the customer’sresponsibility to manage and maintain all aspects of their website, filemanagement, and website maintenanceWe should emphasize that platform securityis indeed one of our main priorities, and certainly ensure platform security,durability, and reliabilityWe also would like to make mention that ourservers do have the necessary *** in place to block intrusionWith thisbeing said, platform security is actually a duel responsibility between us andour customers as we must emphasize customer engagement is required if acustomer plans on setting up a database driven website, or script applicationbased site to prevent situations such as this from occurring On December 22nd afollow up scan was completed for this customer’s site documenting the ***had been removedUpon this scan the customer’s website and account wasunsuspended, providing all system services back to this customer Ultimately we need to emphasizethat no wrong doing from our end could be found as it related to thisparticular caseOur *** ***Teams acted with the best interest ofprotecting the stability and security of the platform when this particularcustomer’s account had been suspendedThis suspension was to prevent furthernegative impact on our platformThis customer’s website was not singled out, ratherthis was an unfortunate instance that could not have been prevented from ourend despite how this customer feels about this particular caseOur teams hadworked with this customer closely to address the situation and work towards aresolutionOnce the situation was resolved, an immediate enabling of thewebsite took placeWe should also point out that if this had been a defectwithin our platform, other customers on this same server pool would have been negativelyimpacted as wellSince there was no patter of other customers having this sameissue within the same serer pool, we have deemed this to be an isolated,account specific related issue versus an issue with the platform Due to our findings we are unableto provide this customer the free hosting credits as requested to make up forthe suspension of their websiteWe kindly ask this customer to review our fullTerms of Service and Limitations of Liability
We do apologize for any delay inresponse to this customer’s issues, as we do strive to address any such customerinquiries and concerns as promptly as possibleIn reviewing this customer’srebuttal we are a bit confused as for the refund they are allegingAt this timeno further refund is warranted or will be provided aside from the $unlessthe customer chooses to cancel their service We do confirm that the ***feature is enabled for this customer’s websiteFurthermore our shared IPaddress was added on the back-end to this feature on 12/17, which may haveresolved the remaining technical issue this customer is speaking of
In a way of background, when a domain name expires anddoes not get renewed within the day post expiratory period, the domainenters the “Redemption Grace period”, where the domain can still be retrievedat the Registrar level; however a $per domain Redemption Retrieval feewould be assessed
prior to retrieving the domainPlease understand this fee isset forth between the Registry and Registrar in accordance with ICANN’s processadherenceUnfortunately the $Redemption Retrieval fee per domain is whatwe are assessed when retrieving a customer’s domain The initial offer we had made to split the cost of theRedemption retrieval with this customer was indeed made in good faith as we feelthis was more than fair considering it is the sole responsibility of thecustomer to manage and maintain all aspects of the domain registration andrenewal process as stated within our Terms of Service and the DomainRegistration Agreement, which can be found at www.ipower.com/legal On December 9th, this customer had contactedsupport with regards to the expiration of their domainsIt appears throughthis call our support personnel may have misspoke with concern to the domainsthat had expired and reached the Redemption Grace periodFor clarification thefollowing domains had actually expired; healthyhoundplayground.com,healthyhoundplaygrounds.com , healthyhoundsplayground.com , andhealthyhoundsplaygrounds.comTo be clear “houndplay.com” was not expired, wasnot redeemed, and was not charged a redemption fee as this customer claims intheir complaint Our records indicate this customerwas charged $($X Redemption Retrieval fees) plus $X domainrenewals to put the above domains back into good standing, which would allowthe customer’s website to once more propagate as requested on 12/As agesture of good faith for the further misunderstanding we have issued a refundof $on 12/back to the customer for one of the retrievalsUnfortunatelywe are unable to issue the remaining $as there is a certain customer responsibilityas it relates to their domain renewal/expirations, and any cost that may beaccrued during an expiration period We once more apologize for themisunderstanding and the handling of this customer’s recent experience