Our records indicate this customer’s account was initially created on1/6/2015, and was charged $for hosting service, $for SiteLock Plus(add-on), and $for Domain Privacy(add-on).On 1/the account was downgraded to a free domain parking account,and refunds in the amount of $for
hosting, $for Domain Privacy, and$for SiteLock Plus were issued back to the card on fileOnce a domainhas been registered, this process cannot be reversed and therefore is generallynon refundableIt was for this reason that the $cancellation fee wasassessed during the downgradeAs a gesture of good faith, we have issued the refund of $back to thecredit card on file as requestedAdditionally, we have since processed animmediate cancellation of the account, all respective charges have now beenrefunded backWe apologize for any confusion this experience may have caused
Although we do not agree with all that was stated by The Endurance Group; we have reached an amicable resolution with them We must state however that we did not receive any emails or other correspondence regarding the need to update our credit card information on the account associated with our non-profit's web page; although said emails may have been delivered directly into our spam folder without our knowledge We were never in a collections mode or we would have been notified via telephone and we resent the term collections as it has negative connotations associated with it However, since the company provided us with a discounted rate to restart our web page, we moved forward past this issue We are not happy about having to spend numerous hours attempting to rebuild the site, but hopefully we will obtain assistance (if needed) from IPage.com We have changed the email address on our account to one of our personal email addresses in hopes of preventing something like this from happening again in the future.
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Thank you for your help in this matter
Regards, *** ***
This customer’s account was initially created on 2/14/2014, and was billed$for a one year hosting planOn 1/25/our Network Operations Teamidentified malicious infected files on this customer’s account; therefore toprotect the security of our platform as well as other customer accounts,
we hadsuspended service to this customer’s accountWe should note that although theaccount was suspended, the customer was still able to access their domain and applicablemanagement tools within their control panelIn review of the customer’saccount logs, there was never a point where the customer had been restricted fromdomain management accessOn 1/27/our Senior Technical Tier Team had reached out to thiscustomer via email informing that although the account was suspended, theystill had access to their files via ***, or File Transfer Protocol to remedythe situation with their website filesOur team also made the recommendationfor the customer to subscribe to an aservice called “***”, whichwould scan/cleanse the malicious content on the accountProfessionallyspeaking, this was a perfect opportunity to recommend this product to thiscustomer in Lou of the recent infected files being identified on their account.The account was downgraded to a free domain parking account on 2/13/2015.Since the initial year for hosting service has now passed, this customer is noteligible for a refund
Our records indicate that arefund of $for thecancellation fee had been issued back to the customer on12/21/2014, the same day theaccount had been canceled
As per this customer’s request we indeed issued a full refund of $
Please understand in doing so, this customer forfeits ownership of the domain
nameUnfortunately this is not a case where the customer receives a full
refund and gets to keep their domainThis customer may buy their domain back
from us if they choose At that point,
once the domain has been registered for at least days, the customer may
transfer the domain to the Registration Service Provider of their choosing
In response to this complaint, it is very true that it can take approximatelyto months at the earliest to start noticing results from an SEO campaign.Results will vary depending on the links being used along with the type ofcampaign subscribedIn a way of background, SEO Gears is a partner of
theipage brand offering Search Engine Optimization and Marketing services to iPagecustomersTherefore, if a customer were to cancel their SEO service, theywould actually contact iPage as their web hosting service providerAt thistime it does appear the SEO services have now been fully canceled from this customer’saccountWe do apologize for any inconvenience this experience may have caused
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response I am rejecting this company Offer BECAUSE Of My account was overdrawn due to the company's computer action I stated that I would like a total refund plus the overdraft fee which was $that I had to pay to get my account straighten out also I stated that I would like a phone call from the person that the problem was handled rightThe $my problem with Homestead
Regards, *** ***
To clarify, The EnduranceInternational Group d/b/a Domain-inc serves nearly million customers acrossplus countries globallyEmail*** is a service partner offering productsacross the various Endurance brands/hosting service providers With regards to this customer’scomplaint, we were
actually able to locate an account username “buybooksandmorecom”listed under this party’s email address as well as their first and last name.In a way of background, this account was initially created on 11/29/TheEmail*** subscription was set to renew on 12/26/in the amount of $99.50.We must emphasize our records indicate this transaction had actually failed, wehave no proof of this transaction taking place on our platform as this customeris disputing within their complaint On 1/5/our Support Team hadsent this customer an email (see attached Exhibit A), informing that thetransaction had not taken place, additionally our team had made an offer toissue a full refund back to this customer if they can provide specific proofthat they were billed Our Corporate Support Team has alsosent an email to this customer informing of the same offerTo prevent a futurebilling of this product we have taken the preventative action and have nowremoved this product off of the account and have cleared all past due flags If this customer believes thisaccount had been created fraudulently, they will need to respond to our emailmaking mention of this so that we can process an immediate cancellation of servicefor this account
EMAIL ACCOUNT STILL NOT WORKING SEE PROOF ATTACHED*** knows they sent notices to the wrong e-mail*** has sent notices to the correct e-mail at the one year renewal see attachmentsI hope this complaint will continue to remain public because I think the response alone illustrates the complacency the business shows and fails to admit when its associates make mistakes that harm customers. I hope the complaint will continue to remain public because their response contains admissions of how some sales manager must have wanted a commission making my account a new account as he admitted instead of restablishing the old account as promised (see attachments)At 12:p.m.today 11/19/I checked the e-mail in outlook and have posted the response with this complaint with your view (see attachment)Did he change my password because I have not, it should just be working but not working in my phone or e-mail softwareThis again is not reestablished and I have received no communication until this answer to this complaint about changes it seems they have taken upon themself without my knowledge or permissionBut it is clearly illustrated I do not matterI hope the public also enjoys the evidence in the statement where the company says it is "my burden" to prove the account was renewed for two yearsI think it should show the public there can never be trust or good faith anymore with ***! What is going on in this company? How dog eat dog has it become inside those walls to act in such a way to your customerOne who has multiple accounts not just the two statedSince I am a loyal and consistent customer that simply started to be price gouged and said I do not think soSo it makes the sales staff feel better to defame my character and call me a non-payorAttached is the two year "burden of proof" for the other account I renewed around the same timeI trusted since the calls are recorded I would not have such problemsI did not know they took it upon themselves to shorten my one account until my e-mail would not workAs I have shared any notices were sent to an old e-mail when there is an e-mail directly associated with the account that went unused by *** no phone communication was made just a shut down because my conversation the previous year was not valued, just as I am not valued as a customerThis is really what it is about and the Revdex.com is a forum to notify the public of businesses who no longer value their customers. Please share copies of this complaint with *** Revdex.com because *** customer service is located there it seems per my understanding. Can the Revdex.com please let me know how much commission or what perks this *** employee receives for giving me a new account and treating me so terribly, then failing to resolve my e-mail issues. Please let me know if Revdex.com has done all it can do to resolve the issues.
Regards,
*** ***
As mentioned in our prior response, there is no *** 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
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 respect the legal representatives speed in responding to these issues however these issues have gone unanswered for monthsThe new *** issue started when I added the *** Essential serviceCurrently, I'm not sure how either of theses issues were solved however, the re-download *** issue only occurred once all weekendWhile the *** issue has not occurred at allI'm awaiting a response about my *** which is a service that is supposed to be included with *** EssentialsWhen I was receiving this error for ***, I was told many things including I could purchase *** 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,
*** ***
Response to Revdex.com complaint # ***/ *** *** This customer’s account was initially created on 11/3/The account appeared to have come due for the renewal of web hosting service on 10/19/2014, however it does indeed appear that billing renewal for this account failed, and therefore the
account had been deleted on 12/2/due to non paymentWe should emphasize that our main form of communication with customers in cases such as this is through email/written correspondencesIt is for this reason that we encourage all customers to make sure current and valid email contact credentials are provided on file so that we may make contact if a situation should ariseUnfortunately we cannot guarantee a phone call to be made if billing/non payment issues have been discoveredFor reference the following emails were sent to this customer as a courtesy to inform of the billing past due: 10/19/9:AM Sent Message# id:***title:Check Past Due #to ***.*** 10/25/9:AM Sent Message# id:***title:Check Past Due #to ***.*** 11/02/9:AM Sent Message# id:title:Check Past Due #to ***.*** With regards to this customer’s domains, since the account of which the domains had been associated with had been auto deleted, this customer would need to create a free domain parking account and allow us the opportunity to move the domains into that newly created account so that we can provide them with domain management accessOur records indicate this customer had contacted our chat support team on 12/2/2014, and was informed of this, however it does appear the customer had refused this optionWith domain registrations and renewals, once a domain has been registered or renewed, this process cannot be reversed and therefore this particular product is non refundableWe would encourage this customer to review our full Terms of Service and Domain Registration Agreement located at: *** Regrettably this customer is not eligible for a refund pursuant to this agreement
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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
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.
To do my work I open the database through the control panelThen after getting into my database I begin my workSo how should I be accessing my database if not through the control panel portal? This back and forth crap is not solving anythingWhy doesn't someone in IPOWER management call me, to resolve this issue in minutes! I also noticed they don't give a dam that I am leaving IPOWERI guess since I don't make money for them they don't careThey had no problem taking my money all these yearsWhat a companyNotice they also didn't answer other questions like how come they don't have this "so called security" issue just for public computers and not for home computers or is that to much trouble or to complex for them to do! If they can't deal with the issues I bring to them from a simple information website I can't imagine them dealing with complex websitesI won't go away! These bs answers and non answers has got to stop! Looks like this compliant will be open for a long time!!!Regards,
*** ***
Our Corporate Support Team has reached out to address this customer’s
concerns furtherIt appeared their website project had taken much longer than
expected to complete, and we do sincerely apologize for this negative
experienceOn 6/30/2014, this customer had established services with our
company
and had purchased the below products/services:
1.
Ipage Essential Hosting plan- $
2.
WP Essential Upgrade- $
3.
Rapid SSL Certificate- $
4.
Professional Service- $
5.
Web Concierge Template Configuration- $
Due to the negative customer experience on 10/we had issued a full refund
of $for the Web Concierge Template ConfigurationAs of today, we have
now processed a full refund for all of the above products/services, and will
the customer as much time as needed to transition their hosting service to an
alternative providerUpon transition we will be cancelling this customer’s
account in full as requested by the customer
As requested by the customer we had a representative from *** call her this afternoon to discuss the complaintAs a gesture of goodwill, we have refunded one month of hosting back to the customerIn addition, we also issued her two months of hosting credit (which can be used towards future hosting renewals)Lastly, we have confirmed that account renewals will take place on the second of every month going forwardWe once more apologize for the inconvenience caused by this issue and hope this will resolve the complaint
This customer initially signed up their VPS on7/28/2014, and was billed $19.99/month for their serviceOn 12/16/thiscustomer had made contact with our Corporate Support Team reporting websiteslowness issuesIt was at that time our team had informed this customer theirwebsite slowness issues could be caused by a few different factorsThe firstfactor being that the website may not be performing well during peak times ofthe dayOne diagnosis of this was that this customer may have needed a largerVPS or even a dedicated server to handle their website load more efficiently.Another factor was that the website needed to have been better optimized toenhance the performance and functionalityDuring the course of our correspondences with thiscustomer, our team received moderate pushback by this customer not agreeingwith our feedback and provided suggestionsUnfortunately there was not a wholelot more our team could have done here if the customer was not wiling to acceptour feedback and diagnosisOn 12/19/the account was ultimately downgradedto a free domain parking account, and this website services appears to have nowbeen transferred
The customer's domain name is associated with a deleted accountAs such, we have asked the customer to prove their identity by providing a copy of her photo ID.We understand the customer is reluctant to provide a copy of her ID over email or faxTherefore, we have attempted to contact the customer
several times, by phone and email, to discuss a resolution to this issueHowever, despite several phone calls and emails, we have not heard back.The customer should contact us back so we can discuss the matter further
Our records indicate this customer’s account was initially created on1/6/2015, and was charged $for hosting service, $for SiteLock Plus(add-on), and $for Domain Privacy(add-on).On 1/the account was downgraded to a free domain parking account,and refunds in the amount of $for
hosting, $for Domain Privacy, and$for SiteLock Plus were issued back to the card on fileOnce a domainhas been registered, this process cannot be reversed and therefore is generallynon refundableIt was for this reason that the $cancellation fee wasassessed during the downgradeAs a gesture of good faith, we have issued the refund of $back to thecredit card on file as requestedAdditionally, we have since processed animmediate cancellation of the account, all respective charges have now beenrefunded backWe apologize for any confusion this experience may have caused
Although we do not agree with all that was stated by The Endurance Group; we have reached an amicable resolution with them We must state however that we did not receive any emails or other correspondence regarding the need to update our credit card information on the account associated with our non-profit's web page; although said emails may have been delivered directly into our spam folder without our knowledge We were never in a collections mode or we would have been notified via telephone and we resent the term collections as it has negative connotations associated with it However, since the company provided us with a discounted rate to restart our web page, we moved forward past this issue We are not happy about having to spend numerous hours attempting to rebuild the site, but hopefully we will obtain assistance (if needed) from IPage.com We have changed the email address on our account to one of our personal email addresses in hopes of preventing something like this from happening again in the future.
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Thank you for your help in this matter
Regards, *** ***
This customer’s account was initially created on 2/14/2014, and was billed$for a one year hosting planOn 1/25/our Network Operations Teamidentified malicious infected files on this customer’s account; therefore toprotect the security of our platform as well as other customer accounts,
we hadsuspended service to this customer’s accountWe should note that although theaccount was suspended, the customer was still able to access their domain and applicablemanagement tools within their control panelIn review of the customer’saccount logs, there was never a point where the customer had been restricted fromdomain management accessOn 1/27/our Senior Technical Tier Team had reached out to thiscustomer via email informing that although the account was suspended, theystill had access to their files via ***, or File Transfer Protocol to remedythe situation with their website filesOur team also made the recommendationfor the customer to subscribe to an aservice called “***”, whichwould scan/cleanse the malicious content on the accountProfessionallyspeaking, this was a perfect opportunity to recommend this product to thiscustomer in Lou of the recent infected files being identified on their account.The account was downgraded to a free domain parking account on 2/13/2015.Since the initial year for hosting service has now passed, this customer is noteligible for a refund
Our records indicate that arefund of $for thecancellation fee had been issued back to the customer on12/21/2014, the same day theaccount had been canceled
As per this customer’s request we indeed issued a full refund of $
Please understand in doing so, this customer forfeits ownership of the domain
nameUnfortunately this is not a case where the customer receives a full
refund and gets to keep their domainThis customer may buy their domain back
from us if they choose At that point,
once the domain has been registered for at least days, the customer may
transfer the domain to the Registration Service Provider of their choosing
In response to this complaint, it is very true that it can take approximatelyto months at the earliest to start noticing results from an SEO campaign.Results will vary depending on the links being used along with the type ofcampaign subscribedIn a way of background, SEO Gears is a partner of
theipage brand offering Search Engine Optimization and Marketing services to iPagecustomersTherefore, if a customer were to cancel their SEO service, theywould actually contact iPage as their web hosting service providerAt thistime it does appear the SEO services have now been fully canceled from this customer’saccountWe do apologize for any inconvenience this experience may have caused
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response I am rejecting this company Offer BECAUSE Of My account was overdrawn due to the company's computer action I stated that I would like a total refund plus the overdraft fee which was $that I had to pay to get my account straighten out also I stated that I would like a phone call from the person that the problem was handled rightThe $my problem with Homestead
Regards, *** ***
To clarify, The EnduranceInternational Group d/b/a Domain-inc serves nearly million customers acrossplus countries globallyEmail*** is a service partner offering productsacross the various Endurance brands/hosting service providers With regards to this customer’scomplaint, we were
actually able to locate an account username “buybooksandmorecom”listed under this party’s email address as well as their first and last name.In a way of background, this account was initially created on 11/29/TheEmail*** subscription was set to renew on 12/26/in the amount of $99.50.We must emphasize our records indicate this transaction had actually failed, wehave no proof of this transaction taking place on our platform as this customeris disputing within their complaint On 1/5/our Support Team hadsent this customer an email (see attached Exhibit A), informing that thetransaction had not taken place, additionally our team had made an offer toissue a full refund back to this customer if they can provide specific proofthat they were billed Our Corporate Support Team has alsosent an email to this customer informing of the same offerTo prevent a futurebilling of this product we have taken the preventative action and have nowremoved this product off of the account and have cleared all past due flags If this customer believes thisaccount had been created fraudulently, they will need to respond to our emailmaking mention of this so that we can process an immediate cancellation of servicefor this account
EMAIL ACCOUNT STILL NOT WORKING SEE PROOF ATTACHED*** knows they sent notices to the wrong e-mail*** has sent notices to the correct e-mail at the one year renewal see attachmentsI hope this complaint will continue to remain public because I think the response alone illustrates the complacency the business shows and fails to admit when its associates make mistakes that harm customers. I hope the complaint will continue to remain public because their response contains admissions of how some sales manager must have wanted a commission making my account a new account as he admitted instead of restablishing the old account as promised (see attachments)At 12:p.m.today 11/19/I checked the e-mail in outlook and have posted the response with this complaint with your view (see attachment)Did he change my password because I have not, it should just be working but not working in my phone or e-mail softwareThis again is not reestablished and I have received no communication until this answer to this complaint about changes it seems they have taken upon themself without my knowledge or permissionBut it is clearly illustrated I do not matterI hope the public also enjoys the evidence in the statement where the company says it is "my burden" to prove the account was renewed for two yearsI think it should show the public there can never be trust or good faith anymore with ***! What is going on in this company? How dog eat dog has it become inside those walls to act in such a way to your customerOne who has multiple accounts not just the two statedSince I am a loyal and consistent customer that simply started to be price gouged and said I do not think soSo it makes the sales staff feel better to defame my character and call me a non-payorAttached is the two year "burden of proof" for the other account I renewed around the same timeI trusted since the calls are recorded I would not have such problemsI did not know they took it upon themselves to shorten my one account until my e-mail would not workAs I have shared any notices were sent to an old e-mail when there is an e-mail directly associated with the account that went unused by *** no phone communication was made just a shut down because my conversation the previous year was not valued, just as I am not valued as a customerThis is really what it is about and the Revdex.com is a forum to notify the public of businesses who no longer value their customers. Please share copies of this complaint with *** Revdex.com because *** customer service is located there it seems per my understanding. Can the Revdex.com please let me know how much commission or what perks this *** employee receives for giving me a new account and treating me so terribly, then failing to resolve my e-mail issues. Please let me know if Revdex.com has done all it can do to resolve the issues.
Regards,
*** ***
As mentioned in our prior response, there is no *** 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
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 respect the legal representatives speed in responding to these issues however these issues have gone unanswered for monthsThe new *** issue started when I added the *** Essential serviceCurrently, I'm not sure how either of theses issues were solved however, the re-download *** issue only occurred once all weekendWhile the *** issue has not occurred at allI'm awaiting a response about my *** which is a service that is supposed to be included with *** EssentialsWhen I was receiving this error for ***, I was told many things including I could purchase *** 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,
*** ***
Response to Revdex.com complaint # ***/ *** *** This customer’s account was initially created on 11/3/The account appeared to have come due for the renewal of web hosting service on 10/19/2014, however it does indeed appear that billing renewal for this account failed, and therefore the
account had been deleted on 12/2/due to non paymentWe should emphasize that our main form of communication with customers in cases such as this is through email/written correspondencesIt is for this reason that we encourage all customers to make sure current and valid email contact credentials are provided on file so that we may make contact if a situation should ariseUnfortunately we cannot guarantee a phone call to be made if billing/non payment issues have been discoveredFor reference the following emails were sent to this customer as a courtesy to inform of the billing past due: 10/19/9:AM Sent Message# id:***title:Check Past Due #to ***.*** 10/25/9:AM Sent Message# id:***title:Check Past Due #to ***.*** 11/02/9:AM Sent Message# id:title:Check Past Due #to ***.*** With regards to this customer’s domains, since the account of which the domains had been associated with had been auto deleted, this customer would need to create a free domain parking account and allow us the opportunity to move the domains into that newly created account so that we can provide them with domain management accessOur records indicate this customer had contacted our chat support team on 12/2/2014, and was informed of this, however it does appear the customer had refused this optionWith domain registrations and renewals, once a domain has been registered or renewed, this process cannot be reversed and therefore this particular product is non refundableWe would encourage this customer to review our full Terms of Service and Domain Registration Agreement located at: *** Regrettably this customer is not eligible for a refund pursuant to this agreement
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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
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.
To do my work I open the database through the control panelThen after getting into my database I begin my workSo how should I be accessing my database if not through the control panel portal? This back and forth crap is not solving anythingWhy doesn't someone in IPOWER management call me, to resolve this issue in minutes! I also noticed they don't give a dam that I am leaving IPOWERI guess since I don't make money for them they don't careThey had no problem taking my money all these yearsWhat a companyNotice they also didn't answer other questions like how come they don't have this "so called security" issue just for public computers and not for home computers or is that to much trouble or to complex for them to do! If they can't deal with the issues I bring to them from a simple information website I can't imagine them dealing with complex websitesI won't go away! These bs answers and non answers has got to stop! Looks like this compliant will be open for a long time!!!Regards,
*** ***
Please see attached responseThank you
Our Corporate Support Team has reached out to address this customer’s
concerns furtherIt appeared their website project had taken much longer than
expected to complete, and we do sincerely apologize for this negative
experienceOn 6/30/2014, this customer had established services with our
company
and had purchased the below products/services:
1.
Ipage Essential Hosting plan- $
2.
WP Essential Upgrade- $
3.
Rapid SSL Certificate- $
4.
Professional Service- $
5.
Web Concierge Template Configuration- $
Due to the negative customer experience on 10/we had issued a full refund
of $for the Web Concierge Template ConfigurationAs of today, we have
now processed a full refund for all of the above products/services, and will
the customer as much time as needed to transition their hosting service to an
alternative providerUpon transition we will be cancelling this customer’s
account in full as requested by the customer
As requested by the customer we had a representative from *** call her this afternoon to discuss the complaintAs a gesture of goodwill, we have refunded one month of hosting back to the customerIn addition, we also issued her two months of hosting credit (which can be used towards future hosting renewals)Lastly, we have confirmed that account renewals will take place on the second of every month going forwardWe once more apologize for the inconvenience caused by this issue and hope this will resolve the complaint
This customer initially signed up their VPS on7/28/2014, and was billed $19.99/month for their serviceOn 12/16/thiscustomer had made contact with our Corporate Support Team reporting websiteslowness issuesIt was at that time our team had informed this customer theirwebsite slowness issues could be caused by a few different factorsThe firstfactor being that the website may not be performing well during peak times ofthe dayOne diagnosis of this was that this customer may have needed a largerVPS or even a dedicated server to handle their website load more efficiently.Another factor was that the website needed to have been better optimized toenhance the performance and functionalityDuring the course of our correspondences with thiscustomer, our team received moderate pushback by this customer not agreeingwith our feedback and provided suggestionsUnfortunately there was not a wholelot more our team could have done here if the customer was not wiling to acceptour feedback and diagnosisOn 12/19/the account was ultimately downgradedto a free domain parking account, and this website services appears to have nowbeen transferred
The customer's domain name is associated with a deleted accountAs such, we have asked the customer to prove their identity by providing a copy of her photo ID.We understand the customer is reluctant to provide a copy of her ID over email or faxTherefore, we have attempted to contact the customer
several times, by phone and email, to discuss a resolution to this issueHowever, despite several phone calls and emails, we have not heard back.The customer should contact us back so we can discuss the matter further