To address this complaint further we have now emailed this customer as duringour research into this customer’s concerns we were unable to locate an accountfor this customer using the credentials provided within the Revdex.com complaint.Therefore kindly ask that this customer provide us with their account
usernameor domain name associated with the account so that we can appropriately locate theirinformationTo address this customer’s concern, please note that new account signups aresubject to introductory rates and pricingPursuant with our Terms of Service(ipage.com/legal), account pricing will defer to the regular renewal rate oncethe initial introductory year has endedOur system does typically emailcustomers upon service renewal as a courtesyCustomers may also find their renewalrate and processing billing date within the "Billingcentral" portionof their control panelLastly, should this customer choose to cancel their service, we will mostcertainly be glad to issue a full refund of $for the recent renewalToavoid confusion we ask this customer to verify that they do wish for theaccount to be canceled in its entirety and refunded accordingly
According to our records, our network operations team disabled the customer's account on April 3, due to the presence of malware on the accountWe believe the presence of malware on the account is a result of an out-of-date installation of *** and out of date plug-insThe customer
deleted most of the files infected with the malware, and our team assisted the customer with deleting the one remaining file that the customer could not access through the control panelThe account was reactivated on April 4, 2015.While we believe the situation could've been handled better, please note *** is an open source application and posts it vulnerabilities online once they release and update or patchAs such it's very critical to maintain the *** installation and use only the latest version to avoid these kind of incidentsIn addition, it's important to update plug-ins as well, which is yet another avenue for hackers to try to compromise an accountAs a web host, we have a duty to ensure we keep our systems free of malware and appreciate the customer's cooperation with this effort.We have reached out to the customer and attempted to explain the situationIn addition we have extended the customer four months of hosting credit due to the situation
In a way of background this customer had created two accounts with Fatcow.The “***” account was created on 2/6/15, and was billed $for hostingservice as well as $for SiteLock serviceThe account was canceled thesame day and full refunds were issued back to the customerThe
“***” account was created on 2/6/and was billed $forhosting service and $for a monthly subscription to ***The account wasflagged for the DDOS attack on 2/The account was ultimately canceled on3/4/We have now issued a full refund of $for the hosting cost as wellas a refund of $for the *** servicePlease allow up to to 10business days for the refunds to be fully processed back to the customerBefore we address this customer’s other requests, we should note that sincethis is now the second provider of which this customer’s website has beenattacked, we would not actually encourage this customer to continue to blog orpost publically about their DDOS attacksThis may or may not be a case wherethis customer’s website is a target, however if a customer should postpublically about a DDOS attack against their site, this will only draw moreattention to the site, not necessarily for the goodA hacker may see this as asign of weakness and may simply continue to cause harm to the site no matterwhere this customer chooses to host nextWe are simply making mention of thisas a word of caution to this customer with the hope of preventing this type ofbehavior against their site in the futureWith this being said, we would simply encourage this customer to contacttheir respective Internet Cyber Crime Unit so that the professionals mayinvestigate this furtherLaw Enforcement may contact us directly should theyrequire specific documentation as itrelates to this customer’s situationWith regards to this customer’s other inquiries/requests, the only domain wehave noted being associated with either of their accounts was “***” Weare not quite sure what this customer was referring to when making referencesto other domainsWith regards to the request for server logs and a text version of thesupport ticket to be provided, pleaseunderstand these are considered a part of our business records, and thereforewould require a Subpoena to be provided before we can release this content tothe customerAdditionally, no communications took place between our companyand the hackers responsible for this DDOS attackWe do not negotiate withhackers, and therefore have no notations of communications to provideLastly,with regards to technical details concerning the DDOS attack against thiscustomer’s site, please understand that we must maintain the integrity andsecurity of our platform and therefore would not be able to release “any”information as it relates to the technical background surrounding this matter.This could have the potential of compromising our platform as well as puttingother customer accounts at risk of being attackedAlthough we can understandthis customer’s willingness, curiosity, and wanting to know more about theattacks to their site, ultimately we must be mindful and respect the securitymeasures put in place protecting our platform and our customers
We once more apologize this customer feels this way towards ourproducts/services/staffAs we previously explained, the “whipdrivecom” accountwas created on 2/14/and was billed in the amount of $for the oneyear hosting serviceAt this time there is no refund due on this account asthe one year hosting term has now passed, and services for this account hadbeen renderedDuring the suspension of service on 1/25/2015, although thewebsite service was suspended, the customer still had access to their accountvia FTP, as well as access to the domain registration portalThis would not beclassified as server side downtimeWhen searching our system for other *** accounts for this customer, we didlocate the “hostinggecko” account, which was created on 8/15/This accounthowever was set up as a free domain parking account, no billing to this accounttook placeTherefore if there are other accounts this customer is requesting arefund for, they will need to provide us the usernames to those account so thatwe can assess those accounts for possible refunds
In a review of this customer’s concerns we have determinedthis customer’s concerns involves two separate accounts on our platformThe“***” account was initially created on 10/5/2011, as was initially billed atthe introductory rate of for a month hosting planOn 9/20/2012, thehosting
service was renewed at the regular renewal rate of 107.40, again for amonth periodOn 9/20/the hosting service once more renewed at aslightly increased rate of $113.88, for a month termPlease note thatprices are subject to change as operations costs due increase over time.Although we try our absolute best to minimalize rate increases, this is notalways something we are able to avoidWith this being said, the “***”account was canceled on 11/4/due to non paymentThis customer was sentmultiple notices of this past due occurrence to the *** addressUnfortunatelythe customer simply did not respond back to us in time and the account had beenterminatedUnfortunately we do not have a record of this customer payingfor a two year plan for the “***” account, therefore it will be thecustomer’s burden to prove the purchase of the two year plan as they mentionedin their codmplaintThe current account surrounding this customer’s concerns islisted under the username “***net”This account was purchased on 11/4/2014,and the customer signed up for a two year plan billed at $With regardsto the email address ***@***.net,our Corporate Support Team has now tested the email functionality, whichappears to be working with no issuesOur team was able to send an email fromour internal *** account, and we were also able to reply from ***@***.net email to our internal*** accountThis customer will need to elaborate on their specific emailrelated issue, and provide us the specific error that is preventing thecustomer from sending email on their end
We once more apologize for the issues experienced by the customerWe've checked the customer web sites several times over the last few days and the sites have been loading fineIt appears the customer was receiving heavy traffic from several IP addresses which caused a heavy load to the serverWe assisted the customer by blocking the offending IP addresses.To reiterate, the maximum amount of account credit we can offer for this situation is monthsThe credit has already been applied to his account on 05/15/and can be used towards future purchases with iPage
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 have received the refund for the period 12/17/to 1/17/That is correctHowever, that is not my complaint What I complaint is: SEO GEARS did not provide service what they supposed to provide on the period 11/17/to 12/17/Or iPage advertising fake product/service to their customer ]
Regards,
*** ***
In review of this customer’s complaint, we do acknowledge that a routineserver migration took place back in December Notice of this migration wasposted in the Homestead customer community forumUnfortunately during thismigration there was a subset of customer accounts that were impacted by
thismigrationIn this specific case, this customer’s files appeared to have becomecorrupt during the migrationWe must emphasize this was never intentional, norwas this situation within our controlIt is for this very same reason that weask all customers to manage and maintain regular backup copies of their websitecontent in case a situation such as this should ariseAs a gesture of good faith, we had previously issued a refund for one monthof hosting back to this customer, and had previously provided two months ofgoodwill credit to this customer’s account for the inconvenienceAlthough wecan certainly understand the cost of which this customer may have invested intotheir website build, we are simply not responsible or liable should their websitefiles become corrupt while hosting on our serversIt is true that we offerwebsite design build, unfortunately this is not a situation where we can assistwith the cost of a website rebuildWe would encourage this customer to reviewour Terms of Service and Limitations of Liability which can be found at http://www.homestead.com/legal/legal_useragreement#.VOUg8RC9bmM.We do sincerely apologize for inconvenience this situation may have caused
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,
*** *** ***
Our position to refund the renewal cost of $alongside of maintainingthe account services in active status through January 22nd was madein a good faith effort to offer what we advertise, which was the basis of thiscustomer’s initial complaintThe customer now has the option to either renewtheir services on January 22nd (Their renewal date) or seek analternative host if they should choose to not renew service with our companyFor clarification, although the renewal of this customer’s account had takenplace on 1/7, a full year’s worth of services were still being offered on theaccount, meaning that just because the account had renewed early, this customerwas still provided a full year’s worth of account services, with having theservices for the upcoming month period being billed earlyWith this being said, upon responding to the initial Revdex.com complaint, ourCorporate Support Team had sent this customer an email outlining the billing ofthe account, and providing our confirmation of refundWe do apologize no prioremails had been sent to this customer as it had related to their inquiresItis only our best intention to work with this customer towards a resolutionForany additional billing related questions or inquiries, we would encourage this customerto review our full Terms of Service and User Agreement, which governs theiraccount
Our Corporate Support Team has reached out to this customer to address their
concerns furtherOur records indicate this customer has several accounts
currently active on our platform; however we were unable to locate the specific
account concerning this refund requestWe kindly ask this
customer to provide the
specific account username or domain name in question so that we can locate the
appropriate account, and further research the situation
One thing to note, please understand that our billing system will attempt to
initiate a service renewal up to days prior to the actual service renewal
This mechanism is in place to Identify potential issues with billing so that
we can notify the respective customer, and Prevent a stoppage in service due
to potential billing issues
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 have made various complains since December as *** give and misleading information concerning pricesI did NOT receive a reply.I do NOT have such and email address, as stated by ***, ***My email is ***This email has NEVER worked, the company has the responsibility to make sure that this worksI have other emails working the same way.I emailed the CEO of the company who never repliedI contacted the company on the chat they say they have, the customer service asks me to wait in line and then close the windowI tried the service several timesIt does not workI gave the correct information to the company, and they are unwilling to solve! The company should pay me as our business have been losing money due to the fact that clients cannot contact us. Regards,
*** ***
Our records indicate this project was a *** design priced at 799.99. It would appear the customer has been fairly non-responsive throughout the project, even prior to the start of the site build. Our projects have two phases,the Coordination phase where we solicit assets and
request material to build,and the fulfillment phase were we assign to a designer to perform an orientation call, mock up, revision phase, and then build out The customer did not respond to our Coordinators during that phase, but eventually they were able to self schedule themselves from their orientation call. Afterward our team sent the updates to our customer via ticket which is standard, and solicited their feedback Our Terms of Service allows customer's revision cycle, however it also contains a "Push"policy. During the revision cycle our clients have business days to let us know if they want us to use the revision, however if they do not respond at all we have the right to "push ahead" and assume build out approval. For this customer we sent the mock up for review on April 25th, and then reminded our customer on May 6th that we were waiting for approval or directions for the revision. On May 13th we informed our customer that we were going to push ahead and assume build out approval On May 15th we sent the built site and then gave our customer another full week to review and provide feedback. Project was marked complete on May Our team delivered the site with our typical processes, but then also extended folltime for them, and only closed the active design when they did not respondThe customer was able to schedule themselves their welcome call, and the only way they would have gotten that information would be through the interaction of our team. If this customer can provide us a list of edits we can offer a courtesy round of edits to the site that is now built outUnfortunately with the communication and engagement from our end, wesimply do not feel that a website redesign is warranted due to lack of participation from the customer
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
We once more kindly ask this customer to elaborate on their pricingconcerns, as we are willing to address this matter further, however this customerhas yet to supply us with specific details to their pricing discrepancies.Unfortunately we simply cannot provide a response to this customer if they cannotprovide details as to what their complaint based off ofWith regards to this customer’s email issue, we simply need a bouncebackmessage to be provided, or an email header to be providedSimply telling us theiremail is not working and requesting us to fix it does not give us sufficientenough information to allow us to correct any potential email issuesAs wehave stated in our initial response to this complaint, our team was able topreviously sent email to the forwarded address, as we were unable to locate oridentify an issue as of September 14th
Our Corporate Support Team has reached out to this customer directly toaddress their refund requestIn short, between 2/17/and 2/20/thiscustomer had multiple domain service renewals take place on their accountThecustomer was billed $for each of these domain service renewals that
hadtaken place during this timeThrough our research of this situation, we wereunable to locate any phone or chat conversations this customer claimed to havemade with the request to not renew their domain registration services.Therefore we requested the customer to provide the chat transcript they madereference to in this complaintThe customer did provide us with a chattranscript the customer claimed to have taken place on 2/Please seeattached “Exhibit A” as referenceIn review of the provided transcript, we were not able to locate thistranscript within our records, nor were we able to validate the chattranscriptWith this being said, we were however able to locate a transcript dated 2/23between this customer and our support personnel inquiring about the recentdomain renewal service charges, and request to cancel and refund those charges.Please see attached "Exhibit B" for referenceAs this customer was informedon 2/we would not be able to issue a refund for the domain service renewals.Simply put, once a domain has been registered or renewed, this process cannotbe reversed, and is non refundableTherefore, once a domain does becomerenewed, this continues to be the customer’s property until the domain's nextexpirationRegrettably, no refunds will be provided for the domain registrationserviceWe would simply encourage this customer to log into their controlpanel, and make sure each domain is set to the "manual" renewalstatusWith regards to the "***" account, we would be gladto downgrade the account to a free domain parking account should this customer wishto no longer have hosting serviceThis will essentially still allow thecustomer to manage the domains through their next expirationWe also would beglad to cancel the account in full if the customer wishes to no longer maintainservice at FatcowUpon cancellation of the account, we would provide aprorated refund for the hosting service for the unused time remaining withinthe current termWe would strongly recommend for this customer to review our DomainRegistration Agreement located at http://www.fatcow.com/legal/legal_domain.bml.We should note that all customers agree to this agreement upon establishing anaccount on our platform
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 minutesThis 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 endThis is notsomething that we can actively control from our endOur suggestion here wouldbe to have the customer keep an additional screen open displaying their controlpanel, and simply make sure there is sustained navigation between pagesSimplyclicking 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 slownessIf the customer experiences this,this is an indication there is a greater amount of load being placed on theserver to call up their filesWith 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
During our research of this customer’s billing issue, it appears thiscustomer was charged $on 1/10/for the renewal of their domainOurrecords also show that a refund of $for this renewal was processed on1/Unfortunately once a domain has been registered or renewed, this
processcannot be reversedSince it is no longer possible to delete the domain, wehave taken possession of this domain, and moved it into an internal accountwhere it will expire in
To address this complaint further we have now emailed this customer as duringour research into this customer’s concerns we were unable to locate an accountfor this customer using the credentials provided within the Revdex.com complaint.Therefore kindly ask that this customer provide us with their account
usernameor domain name associated with the account so that we can appropriately locate theirinformationTo address this customer’s concern, please note that new account signups aresubject to introductory rates and pricingPursuant with our Terms of Service(ipage.com/legal), account pricing will defer to the regular renewal rate oncethe initial introductory year has endedOur system does typically emailcustomers upon service renewal as a courtesyCustomers may also find their renewalrate and processing billing date within the "Billingcentral" portionof their control panelLastly, should this customer choose to cancel their service, we will mostcertainly be glad to issue a full refund of $for the recent renewalToavoid confusion we ask this customer to verify that they do wish for theaccount to be canceled in its entirety and refunded accordingly
According to our records, our network operations team disabled the customer's account on April 3, due to the presence of malware on the accountWe believe the presence of malware on the account is a result of an out-of-date installation of *** and out of date plug-insThe customer
deleted most of the files infected with the malware, and our team assisted the customer with deleting the one remaining file that the customer could not access through the control panelThe account was reactivated on April 4, 2015.While we believe the situation could've been handled better, please note *** is an open source application and posts it vulnerabilities online once they release and update or patchAs such it's very critical to maintain the *** installation and use only the latest version to avoid these kind of incidentsIn addition, it's important to update plug-ins as well, which is yet another avenue for hackers to try to compromise an accountAs a web host, we have a duty to ensure we keep our systems free of malware and appreciate the customer's cooperation with this effort.We have reached out to the customer and attempted to explain the situationIn addition we have extended the customer four months of hosting credit due to the situation
In a way of background this customer had created two accounts with Fatcow.The “***” account was created on 2/6/15, and was billed $for hostingservice as well as $for SiteLock serviceThe account was canceled thesame day and full refunds were issued back to the customerThe
“***” account was created on 2/6/and was billed $forhosting service and $for a monthly subscription to ***The account wasflagged for the DDOS attack on 2/The account was ultimately canceled on3/4/We have now issued a full refund of $for the hosting cost as wellas a refund of $for the *** servicePlease allow up to to 10business days for the refunds to be fully processed back to the customerBefore we address this customer’s other requests, we should note that sincethis is now the second provider of which this customer’s website has beenattacked, we would not actually encourage this customer to continue to blog orpost publically about their DDOS attacksThis may or may not be a case wherethis customer’s website is a target, however if a customer should postpublically about a DDOS attack against their site, this will only draw moreattention to the site, not necessarily for the goodA hacker may see this as asign of weakness and may simply continue to cause harm to the site no matterwhere this customer chooses to host nextWe are simply making mention of thisas a word of caution to this customer with the hope of preventing this type ofbehavior against their site in the futureWith this being said, we would simply encourage this customer to contacttheir respective Internet Cyber Crime Unit so that the professionals mayinvestigate this furtherLaw Enforcement may contact us directly should theyrequire specific documentation as itrelates to this customer’s situationWith regards to this customer’s other inquiries/requests, the only domain wehave noted being associated with either of their accounts was “***” Weare not quite sure what this customer was referring to when making referencesto other domainsWith regards to the request for server logs and a text version of thesupport ticket to be provided, pleaseunderstand these are considered a part of our business records, and thereforewould require a Subpoena to be provided before we can release this content tothe customerAdditionally, no communications took place between our companyand the hackers responsible for this DDOS attackWe do not negotiate withhackers, and therefore have no notations of communications to provideLastly,with regards to technical details concerning the DDOS attack against thiscustomer’s site, please understand that we must maintain the integrity andsecurity of our platform and therefore would not be able to release “any”information as it relates to the technical background surrounding this matter.This could have the potential of compromising our platform as well as puttingother customer accounts at risk of being attackedAlthough we can understandthis customer’s willingness, curiosity, and wanting to know more about theattacks to their site, ultimately we must be mindful and respect the securitymeasures put in place protecting our platform and our customers
We once more apologize this customer feels this way towards ourproducts/services/staffAs we previously explained, the “whipdrivecom” accountwas created on 2/14/and was billed in the amount of $for the oneyear hosting serviceAt this time there is no refund due on this account asthe one year hosting term has now passed, and services for this account hadbeen renderedDuring the suspension of service on 1/25/2015, although thewebsite service was suspended, the customer still had access to their accountvia FTP, as well as access to the domain registration portalThis would not beclassified as server side downtimeWhen searching our system for other *** accounts for this customer, we didlocate the “hostinggecko” account, which was created on 8/15/This accounthowever was set up as a free domain parking account, no billing to this accounttook placeTherefore if there are other accounts this customer is requesting arefund for, they will need to provide us the usernames to those account so thatwe can assess those accounts for possible refunds
In a review of this customer’s concerns we have determinedthis customer’s concerns involves two separate accounts on our platformThe“***” account was initially created on 10/5/2011, as was initially billed atthe introductory rate of for a month hosting planOn 9/20/2012, thehosting
service was renewed at the regular renewal rate of 107.40, again for amonth periodOn 9/20/the hosting service once more renewed at aslightly increased rate of $113.88, for a month termPlease note thatprices are subject to change as operations costs due increase over time.Although we try our absolute best to minimalize rate increases, this is notalways something we are able to avoidWith this being said, the “***”account was canceled on 11/4/due to non paymentThis customer was sentmultiple notices of this past due occurrence to the *** addressUnfortunatelythe customer simply did not respond back to us in time and the account had beenterminatedUnfortunately we do not have a record of this customer payingfor a two year plan for the “***” account, therefore it will be thecustomer’s burden to prove the purchase of the two year plan as they mentionedin their codmplaintThe current account surrounding this customer’s concerns islisted under the username “***net”This account was purchased on 11/4/2014,and the customer signed up for a two year plan billed at $With regardsto the email address ***@***.net,our Corporate Support Team has now tested the email functionality, whichappears to be working with no issuesOur team was able to send an email fromour internal *** account, and we were also able to reply from ***@***.net email to our internal*** accountThis customer will need to elaborate on their specific emailrelated issue, and provide us the specific error that is preventing thecustomer from sending email on their end
We once more apologize for the issues experienced by the customerWe've checked the customer web sites several times over the last few days and the sites have been loading fineIt appears the customer was receiving heavy traffic from several IP addresses which caused a heavy load to the serverWe assisted the customer by blocking the offending IP addresses.To reiterate, the maximum amount of account credit we can offer for this situation is monthsThe credit has already been applied to his account on 05/15/and can be used towards future purchases with iPage
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 have received the refund for the period 12/17/to 1/17/That is correctHowever, that is not my complaint What I complaint is: SEO GEARS did not provide service what they supposed to provide on the period 11/17/to 12/17/Or iPage advertising fake product/service to their customer ]
Regards,
*** ***
In review of this customer’s complaint, we do acknowledge that a routineserver migration took place back in December Notice of this migration wasposted in the Homestead customer community forumUnfortunately during thismigration there was a subset of customer accounts that were impacted by
thismigrationIn this specific case, this customer’s files appeared to have becomecorrupt during the migrationWe must emphasize this was never intentional, norwas this situation within our controlIt is for this very same reason that weask all customers to manage and maintain regular backup copies of their websitecontent in case a situation such as this should ariseAs a gesture of good faith, we had previously issued a refund for one monthof hosting back to this customer, and had previously provided two months ofgoodwill credit to this customer’s account for the inconvenienceAlthough wecan certainly understand the cost of which this customer may have invested intotheir website build, we are simply not responsible or liable should their websitefiles become corrupt while hosting on our serversIt is true that we offerwebsite design build, unfortunately this is not a situation where we can assistwith the cost of a website rebuildWe would encourage this customer to reviewour Terms of Service and Limitations of Liability which can be found at http://www.homestead.com/legal/legal_useragreement#.VOUg8RC9bmM.We do sincerely apologize for inconvenience this situation may have caused
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,
*** *** ***
Our position to refund the renewal cost of $alongside of maintainingthe account services in active status through January 22nd was madein a good faith effort to offer what we advertise, which was the basis of thiscustomer’s initial complaintThe customer now has the option to either renewtheir services on January 22nd (Their renewal date) or seek analternative host if they should choose to not renew service with our companyFor clarification, although the renewal of this customer’s account had takenplace on 1/7, a full year’s worth of services were still being offered on theaccount, meaning that just because the account had renewed early, this customerwas still provided a full year’s worth of account services, with having theservices for the upcoming month period being billed earlyWith this being said, upon responding to the initial Revdex.com complaint, ourCorporate Support Team had sent this customer an email outlining the billing ofthe account, and providing our confirmation of refundWe do apologize no prioremails had been sent to this customer as it had related to their inquiresItis only our best intention to work with this customer towards a resolutionForany additional billing related questions or inquiries, we would encourage this customerto review our full Terms of Service and User Agreement, which governs theiraccount
Our Corporate Support Team has reached out to this customer to address their
concerns furtherOur records indicate this customer has several accounts
currently active on our platform; however we were unable to locate the specific
account concerning this refund requestWe kindly ask this
customer to provide the
specific account username or domain name in question so that we can locate the
appropriate account, and further research the situation
One thing to note, please understand that our billing system will attempt to
initiate a service renewal up to days prior to the actual service renewal
This mechanism is in place to Identify potential issues with billing so that
we can notify the respective customer, and Prevent a stoppage in service due
to potential billing issues
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 have made various complains since December as *** give and misleading information concerning pricesI did NOT receive a reply.I do NOT have such and email address, as stated by ***, ***My email is ***This email has NEVER worked, the company has the responsibility to make sure that this worksI have other emails working the same way.I emailed the CEO of the company who never repliedI contacted the company on the chat they say they have, the customer service asks me to wait in line and then close the windowI tried the service several timesIt does not workI gave the correct information to the company, and they are unwilling to solve! The company should pay me as our business have been losing money due to the fact that clients cannot contact us. Regards,
*** ***
Our records indicate this project was a *** design priced at 799.99. It would appear the customer has been fairly non-responsive throughout the project, even prior to the start of the site build. Our projects have two phases,the Coordination phase where we solicit assets and
request material to build,and the fulfillment phase were we assign to a designer to perform an orientation call, mock up, revision phase, and then build out The customer did not respond to our Coordinators during that phase, but eventually they were able to self schedule themselves from their orientation call. Afterward our team sent the updates to our customer via ticket which is standard, and solicited their feedback Our Terms of Service allows customer's revision cycle, however it also contains a "Push"policy. During the revision cycle our clients have business days to let us know if they want us to use the revision, however if they do not respond at all we have the right to "push ahead" and assume build out approval. For this customer we sent the mock up for review on April 25th, and then reminded our customer on May 6th that we were waiting for approval or directions for the revision. On May 13th we informed our customer that we were going to push ahead and assume build out approval On May 15th we sent the built site and then gave our customer another full week to review and provide feedback. Project was marked complete on May Our team delivered the site with our typical processes, but then also extended folltime for them, and only closed the active design when they did not respondThe customer was able to schedule themselves their welcome call, and the only way they would have gotten that information would be through the interaction of our team. If this customer can provide us a list of edits we can offer a courtesy round of edits to the site that is now built outUnfortunately with the communication and engagement from our end, wesimply do not feel that a website redesign is warranted due to lack of participation from the customer
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
We once more kindly ask this customer to elaborate on their pricingconcerns, as we are willing to address this matter further, however this customerhas yet to supply us with specific details to their pricing discrepancies.Unfortunately we simply cannot provide a response to this customer if they cannotprovide details as to what their complaint based off ofWith regards to this customer’s email issue, we simply need a bouncebackmessage to be provided, or an email header to be providedSimply telling us theiremail is not working and requesting us to fix it does not give us sufficientenough information to allow us to correct any potential email issuesAs wehave stated in our initial response to this complaint, our team was able topreviously sent email to the forwarded address, as we were unable to locate oridentify an issue as of September 14th
Our Corporate Support Team has reached out to this customer directly toaddress their refund requestIn short, between 2/17/and 2/20/thiscustomer had multiple domain service renewals take place on their accountThecustomer was billed $for each of these domain service renewals that
hadtaken place during this timeThrough our research of this situation, we wereunable to locate any phone or chat conversations this customer claimed to havemade with the request to not renew their domain registration services.Therefore we requested the customer to provide the chat transcript they madereference to in this complaintThe customer did provide us with a chattranscript the customer claimed to have taken place on 2/Please seeattached “Exhibit A” as referenceIn review of the provided transcript, we were not able to locate thistranscript within our records, nor were we able to validate the chattranscriptWith this being said, we were however able to locate a transcript dated 2/23between this customer and our support personnel inquiring about the recentdomain renewal service charges, and request to cancel and refund those charges.Please see attached "Exhibit B" for referenceAs this customer was informedon 2/we would not be able to issue a refund for the domain service renewals.Simply put, once a domain has been registered or renewed, this process cannotbe reversed, and is non refundableTherefore, once a domain does becomerenewed, this continues to be the customer’s property until the domain's nextexpirationRegrettably, no refunds will be provided for the domain registrationserviceWe would simply encourage this customer to log into their controlpanel, and make sure each domain is set to the "manual" renewalstatusWith regards to the "***" account, we would be gladto downgrade the account to a free domain parking account should this customer wishto no longer have hosting serviceThis will essentially still allow thecustomer to manage the domains through their next expirationWe also would beglad to cancel the account in full if the customer wishes to no longer maintainservice at FatcowUpon cancellation of the account, we would provide aprorated refund for the hosting service for the unused time remaining withinthe current termWe would strongly recommend for this customer to review our DomainRegistration Agreement located at http://www.fatcow.com/legal/legal_domain.bml.We should note that all customers agree to this agreement upon establishing anaccount on our platform
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 minutesThis 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 endThis is notsomething that we can actively control from our endOur suggestion here wouldbe to have the customer keep an additional screen open displaying their controlpanel, and simply make sure there is sustained navigation between pagesSimplyclicking 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 slownessIf the customer experiences this,this is an indication there is a greater amount of load being placed on theserver to call up their filesWith 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
During our research of this customer’s billing issue, it appears thiscustomer was charged $on 1/10/for the renewal of their domainOurrecords also show that a refund of $for this renewal was processed on1/Unfortunately once a domain has been registered or renewed, this
processcannot be reversedSince it is no longer possible to delete the domain, wehave taken possession of this domain, and moved it into an internal accountwhere it will expire in