To whom it may concern,We respond as follows to this complaint. We have reached out to Mrs. [redacted] advising her that we have refunded the$48.46 to the [redacted] Credit Card on file ending in [redacted] and provided her with ARN number [redacted] to track her refund with her financial institution. However, Mrs [redacted] stated her bank does not have records of that card, so we asked she provide us with a letter from the bank letting us know the refund has not been processed in there system so we can further assist in issuing a refund. We did also confirm the account was cancelled on February 25th, 2017 and asked Mrs. [redacted] provide us with the emails she is receiving, stating she will be charged so we can locate if there are any additional accounts in our system and still awaiting response on this issue. Sincerely, iPage Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. However, they took 4 days to even acknowledge me and I am sure they only responded because I told them I sent a complaint to you, they have not once called and also should learn how to spell names correctly when dealing with a disgruntled customer.
Regards,
[redacted]
EMAIL ACCOUNT STILL NOT WORKING SEE PROOF ATTACHED1. [redacted] knows they sent notices to the wrong e-mail. [redacted] has sent notices to the correct e-mail at the one year renewal see attachments.2. I 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. 3. 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 12:20 p.m.today 11/19/14 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 software. This 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 permission. But it is clearly illustrated I do not matter.4. I 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 years. I think it should show the public there can never be trust or good faith anymore with [redacted]! 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 customer. One who has multiple accounts not just the two stated. Since I am a loyal and consistent customer that simply started to be price gouged and said I do not think so. So it makes the sales staff feel better to defame my character and call me a non-payor. Attached is the two year "burden of proof" for the other account I renewed around the same time. I trusted since the calls are recorded I would not have such problems. I did not know they took it upon themselves to shorten my one account until my e-mail would not work. As 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 [redacted] 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 customer. This 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 [redacted] Revdex.com because [redacted] customer service is located there it seems per my understanding. 5. Can the Revdex.com please let me know how much commission or what perks this [redacted] employee receives for giving me a new account and treating me so terribly, then failing to resolve my e-mail issues. 6. Please let me know if Revdex.com has done all it can do to resolve the issues.
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint. Hello [redacted], This is [redacted] with the compliance team, I have been authorized to handle all contacts on behalf of [redacted] and our executive management team. We have received your Revdex.com complaint and I wanted to reach out to you and...
address your concerns. I have reviewed your ticket history and it appears on October 24th -25th, 2015 you requested a call back from a manager in regards to a fee being charged for a site transfer . On October 26th, 2015 you asked technical questions about our windows severer. On October 27th, 2015 you inquired about how to restore a database in which we provided you with instructions on how to do so. On October 28th, 2015 you then asked our team to restore the database you supplied us. As a courtesy and due to the frustration we honored the restore of the database as it was at no charge to you. However, a new ticket was opened stating that there were files missing. We would not be responsible for the database you provided being corrupt and we only restored the database you supplied. If content was missing, the backup may have been outdated. In light of the information above we feel that waiving the restoration fee's is an adequate form compensation considering our records do not indicate the content was deleted from our end. I definitely understand your concern regarding this process however, please understand that it is the customers responsibility to keep backups of the files/database regularly. Thank you,Domain.com Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I am insulted that the company denies that I contacted their customer service department. I communicated by phone and through their consumer blog prior to submitting the complaint in question (I communicated with an individual on the blog who identified himself to be a Homestead representative - insulting response). I regret that I did not keep better records. However, their record seems no worse than mine! I will switch my service to another company this summer and warn others to stay clear of Homestead. My mistake for trusting the organization. To clarify: The service did not work when [redacted] came out, I contacted the company on more than one occasion regarding the issues without resolution (phone & consumer blog), I paid for the service without being able to use the service for over a year (foolishness on my part but I did try to contact the company), and I was overcharged for the subscription for an extended period of time. [redacted]
Homestead does utilize spam filtering software to monitor inbound and outbound email sent from our services. However, 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 filters. In 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 software. This way our software will start blocking messages from that particular spammer going forward. The 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 button. However 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 forum. We understand this is not the ideal way of reporting spam and will be looking into ways to improve this feedback system. Thank you.
It would appear the customer website was compromised due to an out-of-date installation of [redacted]. His account was suspended on March 10, 2015 to prevent further damage to the customer website or our server infrastructure. Unfortunately, there was a delay with notifying the customer about this...
issue. We apologize for this, normally we notify customers as soon as possible so that they can take action to get their account reactivated. We will be reviewing this particular incident with senior management to determine how we can improve our services and response time.Upon receipt of this complaint, our team scanned the customer's account for malware and it was determined that the account had over 400 infected files. Therefore we reached out to the customer to educate him about the situation and offered to provide him with SiteLock Fix that no charge for one year ($99 value). This product automatically scans the customer account and web site for infected files and attempts to fix them. After doing a final rescan on March 12, 2015, we are happy to report that there were no infected files present on the account and the account was reactivated.We recommend that the customer upgrades the version of PHP installed on his account and upgrades [redacted] to the latest version.
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 am rejecting because the agent did say that it won't go up I even confirm it with her
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint:On October 13, 2017, Ms. [redacted] contacted the Revdex.com to inquire about her experience requesting a refund. After reviewing the account we found that on October 12, 2017 Ms. [redacted] was charged $103.60 USD for her Hosting...
Services, for the months of March 2017 until October, 2017. Due to a glitch in our system, the services remained active without a payment during these months, and the fee's were processed October 12, 2017 as a lump sum. We can confirm that Ms. [redacted] received a refund for the month of October, 2017 in the amount of $12.95 on October 12, 2017. Due to our policy, our agent could not process a refund for the rest of the charges. Because this was caused by a glitch in our system, we are willing to honor her request for a full refund including the prior months to October, 2017. Upon starting the refund process, we found that Ms. [redacted] has disputed this transaction via [redacted] for the refund of $90.65 USD, therefore we are unable to proceed with the refund process at this time. We have offered a direct line of communication and asked that Ms. [redacted] cancel the dispute with [redacted], and respond to the ticket [redacted] confirming this, so we can proceed with the refund process. Should Ms. [redacted] have any further questions or concerns, we will be happy to help.Thank you again for bringing this matter to our attention. Regards,iPage Customer Relations
This customer initially established their account on 9/24/2013, and had paid
$24 for a two year hosting plan. On 9/9/2014 this customer’s domain had
renewed, and was billed $15.99 for the renewal. Since the domain was on
Automatic Renewal, the domain had renewed in accordance with our Terms...
of
Service. Our records indicate that on 9/30/2014 a cancellation request was
submitted for the account to take effect on 10/1. Also on 10/1, a prorated
refund of $11.75 was issued back to the customer for the unused hosting service
remaining within their current hosting term.
As per this customer’s request, we have now issued a refund of $15.99 back
to the credit card on file for the domain service renewal. We have also processed
an immediate cancellation of the account. We apologize for any inconvenience or
confusion this experience may have caused.
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].
The Shopping cart STILL DOES NOT WORK. I request that [redacted].of the Executive Response Team explain how they would use my shopping cart as it is displayed in the screen shot. I do not find this to be a solution to loading [redacted] as they had advertised. AS I SAID PREVIOUSLY, his needs to be worked on until users can COMPLETE A TRANSACTION!!! Now I have to pay ANOTHER $24.95 to keep my old host to use my old installation of the shopping cart until this is resolved. I REFUSE to close this case until I have a fully operational version of [redacted] and reparation of the money I have had to spend to have a functional shopping cart until they repair the one they offered. Now I require a total of $49.90 and will require that amount each month going forward that this is not FIXED!!!
Regards,
[redacted]
We have reviewed this customer’s account thoroughly; initially this customer’s account was created on 2/28/2014, and was set up as a Managed VPS basic account billed at $19.99/month. The account was ultimately downgraded to a free domain parking account on 12/19/2014, as the customer chose to seek...
an alternative hosting service provider for their website service. Ultimately it appears that we may not have been the most appropriate hosting provider for this particular customer. On 12/12/2014 our Jr. Administrator did determine an issue with the lack of server resources i.e. disk space on the server hosting this customer’s website. As a gesture of good faith our team reconfigured this customer’s server resource which provided more server resources with the goal of allowing the website to properly function. On 12/13, our team did inform this customer that “after” the configuration, there was plenty of disk space allocated to the server. Again, we must emphasize this was “after” the server configuration had taken place. In terms of supporting this customer’s concerns, there were two distinctive challenges our team was faced. The first being that this customer was submitted on average 2 support tickets a day regarding the same exact issue. This was not only unnecessary but also this did hinder our teams resolution efforts for this customer as our team had to field out the duplicate tickets from the legitimate issue being reported. The second challenge our team faced was that when this customer did report issues, there were many occasions that our teams were simply unable to readily duplicate an issue. On those occasions if our teams were unable to duplicate, this obviously would make it difficult for us to properly diagnose the issue.
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 understand their issue, but the service I pay for doesn't have limits. I'd consider rebuilding my site, but what [redacted] is offering is 3 hours of tech help for 1 month. That will hardly even get things started.ere.]
Regards,
[redacted]
Netfirms only refunded one year of Domain Privacy I paid for ($5.99). I paid for domain privacy for 3 years and during the whole time it was not enabled. I am owed for two more years of service that I did not receive.
Regards,
[redacted]
To Whom it May Concern,We respond as follows to this complaint.[redacted] contacted us multiple times regarding issues that she is experiencing with her [redacted] Website Builder. We have brought many of these issues to the attention of our engineering team to assist in resolving the problems...
that the customer is experiencing.Normally, it is our policy that we cannot process a full refund of our products after the first 30 days of purchase. Since [redacted] has been a customer since 2011 and has shared feedback with us regarding her issues with the product, we have decided to refund the cost of the [redacted] web builder as well as offering six months of the customers hosting service. This is a total value of $307.93.We attempted to contact [redacted] via the phone number provided on the Revdex.com complaint as well as through the email associated with the Revdex.com complaint and the account itself. We have informed [redacted] of the refund and requested to alert us if they had any additional questions or concerns.In light of the situation, we feel that refunding the amount specified is adequate compensation for the issues that [redacted] A. [redacted] has been experiencing.Thank you,Fatcow Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint.[redacted] initially contacted iPage on October 8th, 2014 to register the domain name [redacted].com. When agreeing to the Terms of Service by making the purchase, the domain name is automatically set for automatic renewal....
This service can be changed inside of the customer’s account and switched to manual renewal which will prevent the customer from automatically being charged.The customer’s domain name was renewed both on September 23rd, 2015 as well September 23rd, 2016. Prior to the second renewal date, the customer had requested to cancel their account as they had also utilized hosting services. While the account was downgraded and the hosting was cancelled and set to not renew, the account itself was never cancelled and the domain name remained on automatic renewal. While we do not provide refunds for domain name registrations or renewals per our Terms of Service, we do understand that in some circumstances there is a necessity to correct unnecessary charges that should not have been accrued. As a courtesy, we have refunded $16.99, which is the cost of the renewal in full.Additionally, we have reached out to [redacted] to verify if we could assist further regarding the now deleted account. The customer has confirmed that no additional action needs to be taken at this time.Thank you,iPage Customer Relations
The customer initially paid us by credit card and asked us to issue a refund by [redacted]. We have submitted the request to refund the customer by [redacted] but this process is handled manually by our Finance team and it will take up to 10 business days to process. If the customer has not received...
his refund after 10 business days, he should contact us back and we will check our records to ensure the refund has been posted to his [redacted] account.
To whom it may concern:We address this complaint as follows. [redacted] contacted us via [redacted] on June 18, 2016. Mr. [redacted] emails were not functioning properly due to his website containing malware. Since his website is infected, it gave the domain a bad reputation which in turn made email scanners believe all of his emails were spam. The resolution to this problem would be for the customer that manages the website, to clean the website files. Once the website files would be clean, the domain reputation would be better. File management is handled all by the customer and not the hosting provider as we have attempted to let the complainant know. A customer service represantative was more than happy to reach out to [redacted] and discuss this issue and even go through how to manage/delete the files off of Powweb servers. However, Mr. [redacted] declined any assitance from us and was demanding we clean the website free of charge. We do offer a product called Sitelock that would clean the website for him but it is not a free product and we were not going to guarantee anything being free until we spoke on the phone. Again, Mr. [redacted] declined any assistance from us.As of now, Mr. [redacted]' website files still contain malware and he is refusing to speak with us on the phone. [redacted] may feel free to contact support if he has any other questions.Regards,Powweb Customer Relations
Websites are hacked for a variety of reasons, usually due to weak passwords or out of date plugins. The customer has many options to remove the malware, including removing the malware on their own or by contacting a webmaster or security expert for assistance. We also offer a product through...
SiteLock which will automatically remove malware from the account. We apologize these options were not properly communicated to the customer. At this time, since the customer has already closed her account, we have reached out to her and offered a full refund of her last payment of $65.38.
To whom it may concern,We respond as follows to this complaint. We have reached out to Mrs. [redacted] advising her that we have refunded the$48.46 to the [redacted] Credit Card on file ending in [redacted] and provided her with ARN number [redacted] to track her refund with her financial institution. However, Mrs [redacted] stated her bank does not have records of that card, so we asked she provide us with a letter from the bank letting us know the refund has not been processed in there system so we can further assist in issuing a refund. We did also confirm the account was cancelled on February 25th, 2017 and asked Mrs. [redacted] provide us with the emails she is receiving, stating she will be charged so we can locate if there are any additional accounts in our system and still awaiting response on this issue. Sincerely, iPage Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. However, they took 4 days to even acknowledge me and I am sure they only responded because I told them I sent a complaint to you, they have not once called and also should learn how to spell names correctly when dealing with a disgruntled customer.
Regards,
[redacted]
EMAIL ACCOUNT STILL NOT WORKING SEE PROOF ATTACHED1. [redacted] knows they sent notices to the wrong e-mail. [redacted] has sent notices to the correct e-mail at the one year renewal see attachments.2. I 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. 3. 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 12:20 p.m.today 11/19/14 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 software. This 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 permission. But it is clearly illustrated I do not matter.4. I 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 years. I think it should show the public there can never be trust or good faith anymore with [redacted]! 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 customer. One who has multiple accounts not just the two stated. Since I am a loyal and consistent customer that simply started to be price gouged and said I do not think so. So it makes the sales staff feel better to defame my character and call me a non-payor. Attached is the two year "burden of proof" for the other account I renewed around the same time. I trusted since the calls are recorded I would not have such problems. I did not know they took it upon themselves to shorten my one account until my e-mail would not work. As 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 [redacted] 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 customer. This 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 [redacted] Revdex.com because [redacted] customer service is located there it seems per my understanding. 5. Can the Revdex.com please let me know how much commission or what perks this [redacted] employee receives for giving me a new account and treating me so terribly, then failing to resolve my e-mail issues. 6. Please let me know if Revdex.com has done all it can do to resolve the issues.
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint. Hello [redacted], This is [redacted] with the compliance team, I have been authorized to handle all contacts on behalf of [redacted] and our executive management team. We have received your Revdex.com complaint and I wanted to reach out to you and...
address your concerns. I have reviewed your ticket history and it appears on October 24th -25th, 2015 you requested a call back from a manager in regards to a fee being charged for a site transfer . On October 26th, 2015 you asked technical questions about our windows severer. On October 27th, 2015 you inquired about how to restore a database in which we provided you with instructions on how to do so. On October 28th, 2015 you then asked our team to restore the database you supplied us. As a courtesy and due to the frustration we honored the restore of the database as it was at no charge to you. However, a new ticket was opened stating that there were files missing. We would not be responsible for the database you provided being corrupt and we only restored the database you supplied. If content was missing, the backup may have been outdated. In light of the information above we feel that waiving the restoration fee's is an adequate form compensation considering our records do not indicate the content was deleted from our end. I definitely understand your concern regarding this process however, please understand that it is the customers responsibility to keep backups of the files/database regularly. Thank you,Domain.com Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I am insulted that the company denies that I contacted their customer service department. I communicated by phone and through their consumer blog prior to submitting the complaint in question (I communicated with an individual on the blog who identified himself to be a Homestead representative - insulting response). I regret that I did not keep better records. However, their record seems no worse than mine! I will switch my service to another company this summer and warn others to stay clear of Homestead. My mistake for trusting the organization. To clarify: The service did not work when [redacted] came out, I contacted the company on more than one occasion regarding the issues without resolution (phone & consumer blog), I paid for the service without being able to use the service for over a year (foolishness on my part but I did try to contact the company), and I was overcharged for the subscription for an extended period of time. [redacted]
Homestead does utilize spam filtering software to monitor inbound and outbound email sent from our services. However, 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 filters. In 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 software. This way our software will start blocking messages from that particular spammer going forward. The 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 button. However 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 forum. We understand this is not the ideal way of reporting spam and will be looking into ways to improve this feedback system. Thank you.
It would appear the customer website was compromised due to an out-of-date installation of [redacted]. His account was suspended on March 10, 2015 to prevent further damage to the customer website or our server infrastructure. Unfortunately, there was a delay with notifying the customer about this...
issue. We apologize for this, normally we notify customers as soon as possible so that they can take action to get their account reactivated. We will be reviewing this particular incident with senior management to determine how we can improve our services and response time.Upon receipt of this complaint, our team scanned the customer's account for malware and it was determined that the account had over 400 infected files. Therefore we reached out to the customer to educate him about the situation and offered to provide him with SiteLock Fix that no charge for one year ($99 value). This product automatically scans the customer account and web site for infected files and attempts to fix them. After doing a final rescan on March 12, 2015, we are happy to report that there were no infected files present on the account and the account was reactivated.We recommend that the customer upgrades the version of PHP installed on his account and upgrades [redacted] to the latest version.
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 am rejecting because the agent did say that it won't go up I even confirm it with her
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint:On October 13, 2017, Ms. [redacted] contacted the Revdex.com to inquire about her experience requesting a refund. After reviewing the account we found that on October 12, 2017 Ms. [redacted] was charged $103.60 USD for her Hosting...
Services, for the months of March 2017 until October, 2017. Due to a glitch in our system, the services remained active without a payment during these months, and the fee's were processed October 12, 2017 as a lump sum. We can confirm that Ms. [redacted] received a refund for the month of October, 2017 in the amount of $12.95 on October 12, 2017. Due to our policy, our agent could not process a refund for the rest of the charges. Because this was caused by a glitch in our system, we are willing to honor her request for a full refund including the prior months to October, 2017. Upon starting the refund process, we found that Ms. [redacted] has disputed this transaction via [redacted] for the refund of $90.65 USD, therefore we are unable to proceed with the refund process at this time. We have offered a direct line of communication and asked that Ms. [redacted] cancel the dispute with [redacted], and respond to the ticket [redacted] confirming this, so we can proceed with the refund process. Should Ms. [redacted] have any further questions or concerns, we will be happy to help.Thank you again for bringing this matter to our attention. Regards,iPage Customer Relations
This customer initially established their account on 9/24/2013, and had paid
$24 for a two year hosting plan. On 9/9/2014 this customer’s domain had
renewed, and was billed $15.99 for the renewal. Since the domain was on
Automatic Renewal, the domain had renewed in accordance with our Terms...
of
Service. Our records indicate that on 9/30/2014 a cancellation request was
submitted for the account to take effect on 10/1. Also on 10/1, a prorated
refund of $11.75 was issued back to the customer for the unused hosting service
remaining within their current hosting term.
As per this customer’s request, we have now issued a refund of $15.99 back
to the credit card on file for the domain service renewal. We have also processed
an immediate cancellation of the account. We apologize for any inconvenience or
confusion this experience may have caused.
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].
The Shopping cart STILL DOES NOT WORK. I request that [redacted].of the Executive Response Team explain how they would use my shopping cart as it is displayed in the screen shot. I do not find this to be a solution to loading [redacted] as they had advertised. AS I SAID PREVIOUSLY, his needs to be worked on until users can COMPLETE A TRANSACTION!!! Now I have to pay ANOTHER $24.95 to keep my old host to use my old installation of the shopping cart until this is resolved. I REFUSE to close this case until I have a fully operational version of [redacted] and reparation of the money I have had to spend to have a functional shopping cart until they repair the one they offered. Now I require a total of $49.90 and will require that amount each month going forward that this is not FIXED!!!
Regards,
[redacted]
We have reviewed this customer’s account thoroughly; initially this customer’s account was created on 2/28/2014, and was set up as a Managed VPS basic account billed at $19.99/month. The account was ultimately downgraded to a free domain parking account on 12/19/2014, as the customer chose to seek...
an alternative hosting service provider for their website service. Ultimately it appears that we may not have been the most appropriate hosting provider for this particular customer. On 12/12/2014 our Jr. Administrator did determine an issue with the lack of server resources i.e. disk space on the server hosting this customer’s website. As a gesture of good faith our team reconfigured this customer’s server resource which provided more server resources with the goal of allowing the website to properly function. On 12/13, our team did inform this customer that “after” the configuration, there was plenty of disk space allocated to the server. Again, we must emphasize this was “after” the server configuration had taken place. In terms of supporting this customer’s concerns, there were two distinctive challenges our team was faced. The first being that this customer was submitted on average 2 support tickets a day regarding the same exact issue. This was not only unnecessary but also this did hinder our teams resolution efforts for this customer as our team had to field out the duplicate tickets from the legitimate issue being reported. The second challenge our team faced was that when this customer did report issues, there were many occasions that our teams were simply unable to readily duplicate an issue. On those occasions if our teams were unable to duplicate, this obviously would make it difficult for us to properly diagnose the issue.
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 understand their issue, but the service I pay for doesn't have limits. I'd consider rebuilding my site, but what [redacted] is offering is 3 hours of tech help for 1 month. That will hardly even get things started.ere.]
Regards,
[redacted]
Netfirms only refunded one year of Domain Privacy I paid for ($5.99). I paid for domain privacy for 3 years and during the whole time it was not enabled. I am owed for two more years of service that I did not receive.
Regards,
[redacted]
To Whom it May Concern,We respond as follows to this complaint.[redacted] contacted us multiple times regarding issues that she is experiencing with her [redacted] Website Builder. We have brought many of these issues to the attention of our engineering team to assist in resolving the problems...
that the customer is experiencing.Normally, it is our policy that we cannot process a full refund of our products after the first 30 days of purchase. Since [redacted] has been a customer since 2011 and has shared feedback with us regarding her issues with the product, we have decided to refund the cost of the [redacted] web builder as well as offering six months of the customers hosting service. This is a total value of $307.93.We attempted to contact [redacted] via the phone number provided on the Revdex.com complaint as well as through the email associated with the Revdex.com complaint and the account itself. We have informed [redacted] of the refund and requested to alert us if they had any additional questions or concerns.In light of the situation, we feel that refunding the amount specified is adequate compensation for the issues that [redacted] A. [redacted] has been experiencing.Thank you,Fatcow Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint.[redacted] initially contacted iPage on October 8th, 2014 to register the domain name [redacted].com. When agreeing to the Terms of Service by making the purchase, the domain name is automatically set for automatic renewal....
This service can be changed inside of the customer’s account and switched to manual renewal which will prevent the customer from automatically being charged.The customer’s domain name was renewed both on September 23rd, 2015 as well September 23rd, 2016. Prior to the second renewal date, the customer had requested to cancel their account as they had also utilized hosting services. While the account was downgraded and the hosting was cancelled and set to not renew, the account itself was never cancelled and the domain name remained on automatic renewal. While we do not provide refunds for domain name registrations or renewals per our Terms of Service, we do understand that in some circumstances there is a necessity to correct unnecessary charges that should not have been accrued. As a courtesy, we have refunded $16.99, which is the cost of the renewal in full.Additionally, we have reached out to [redacted] to verify if we could assist further regarding the now deleted account. The customer has confirmed that no additional action needs to be taken at this time.Thank you,iPage Customer Relations
The customer initially paid us by credit card and asked us to issue a refund by [redacted]. We have submitted the request to refund the customer by [redacted] but this process is handled manually by our Finance team and it will take up to 10 business days to process. If the customer has not received...
his refund after 10 business days, he should contact us back and we will check our records to ensure the refund has been posted to his [redacted] account.
To whom it may concern:We address this complaint as follows. [redacted] contacted us via [redacted] on June 18, 2016. Mr. [redacted] emails were not functioning properly due to his website containing malware. Since his website is infected, it gave the domain a bad reputation which in turn made email scanners believe all of his emails were spam. The resolution to this problem would be for the customer that manages the website, to clean the website files. Once the website files would be clean, the domain reputation would be better. File management is handled all by the customer and not the hosting provider as we have attempted to let the complainant know. A customer service represantative was more than happy to reach out to [redacted] and discuss this issue and even go through how to manage/delete the files off of Powweb servers. However, Mr. [redacted] declined any assitance from us and was demanding we clean the website free of charge. We do offer a product called Sitelock that would clean the website for him but it is not a free product and we were not going to guarantee anything being free until we spoke on the phone. Again, Mr. [redacted] declined any assistance from us.As of now, Mr. [redacted]' website files still contain malware and he is refusing to speak with us on the phone. [redacted] may feel free to contact support if he has any other questions.Regards,Powweb Customer Relations
Websites are hacked for a variety of reasons, usually due to weak passwords or out of date plugins. The customer has many options to remove the malware, including removing the malware on their own or by contacting a webmaster or security expert for assistance. We also offer a product through...
SiteLock which will automatically remove malware from the account. We apologize these options were not properly communicated to the customer. At this time, since the customer has already closed her account, we have reached out to her and offered a full refund of her last payment of $65.38.