We acknowledge that Ms. [redacted] purchased SEO and PPC services from iPage. As background PPC, or pay per click, is a targeted paid search campaign meant to drive traffic to a businesses online storefront. Our team of SEO service professionals build a campaign of keywords, phrases, ads...
and links meant to drive traffic to the customer's door. The customer pays for only the people that step through the door. There is no way for us to guarantee that any of those people will actually make purchases from the customer's online storefront. Ms. [redacted] purchased our PPC Starter package which includes: · Dedicated MPM & marketing consultation· Dedicated Ads specialist (not client engaging)· Campaign creation - Ad Groups, KW selection and Ads creation· Complimentary conversion tracking, as applicable for calls, purchases, form submissions· Installation of conversion tracking codes (with permissions & access by client) · Weekly reporting (on Monday's)· Project portal, with summary view of impressions, clicks and conversions· Monthly and/or Bi-monthly consultations as needed with ongoing optimization of Ads campaign We have reviewed the telephone call recording between our sales representative and the customer. There was no mention of guaranteed 3 to 7 conversions, nor were there any promises of guaranteed placement. However, our web advisor did go into a great amount of detail about estimated clicks and estimated conversions based on different budget amounts. It is our opinion that the amount of detail given did cause the confusion for Ms. [redacted]. Therefore, based on this we have issued a full refund for the PPC service. Most of our customers utilize our hosting services, and purchase marketing services in conjunction with the hosting service. Ms. [redacted] does not have hosting services through iPage, rather hosts with WIX. Our professionals did have difficulty installing tracking codes on Ms. [redacted]’s WIX Account, but this is because we are not intimately familiar with their content management system. In regards to reporting, we acknowledge that there may have been errors in dates showing on the initial reports - but the errors did not impact the "functional" part of managing the campaign. The subsequent reports and the actual data in the reports were accurate. In review of the account and contacts it looks like we received Ms. [redacted]’s cancellation request on 11/23/14. Our professional acknowledged her request the next business day, and after a couple of contacts back and forth, escalated the request to our billing team. We did process a pro-rated refund on 12/04/14, and we notified customer of the refund same day. Lastly, we want to clarify that we never prevented Ms. [redacted] from setting up a Google Analytics account. Normally, set up of a Google Analytics account is not included in the purchase of SEO or PPC, but we will set it up for the customer at no charge if asked.
Our position to refund the renewal cost of $131.88 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 complaint. The 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 company. For 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 12 month period being billed early. With 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 refund. We do apologize no prioremails had been sent to this customer as it had related to their inquires. Itis only our best intention to work with this customer towards a resolution. Forany additional billing related questions or inquiries, we would encourage this customerto review our full Terms of Service and User Agreement, which governs theiraccount.
In reviewing this customer’s complaint there appears to be amisunderstanding as to the scope of support of which our personnel wouldprovide. Firstly with respect to the functionality of our File Manger, wereviewed this customer’s account and do agree they have a considerable amountof files be...
utilized on the account. In this case we would actually recommendthis customer to access their files via FTP versus the File Manager.Unfortunately there are occurrences where the File Manager may loadconsiderably slower simply due to the number of files on the account. Accessingfiles via FTP will allow the customer to accomplish their task at a muchquicker rate, as the File Manager can only process so much before a delay insystem processing can be seen. With regards to scope of support, please understand that our Support Teamsare here to assist with customer inquiries such as email connectivity,accessing account system tools, questions regarding the utilization ofadditional products/services, and domain related issues. When it comes tohosting a website, it is our responsibility as a host to make sure the server,of which the customer’s account is connected to have network connectivity,allowing the site to be accessed throughout the web. Specifically with this customer, their issues appear to be more codingrelated, and database functionality related versus server performance.Unfortunately the items mentioned in this customer’s complaint would beconsidered outside of our scope of support. Our support personnel are notcoders, website programmers, site admin, nor are we developers. This customer’ssite inquiries would be better suited for a site developer or programmer asopposed to asking our teams for assistance to their coding/database relatedinquires. Lastly, we would like to mention that although we are an Open-Sourcefriendly platform, it is simply not realistic for our teams to know everysingle web program or application used through Open-Source technology.
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.
It is hard to cancel a service that you didn't sign up for. As I had no history of using the domain privacy service on my account I would like an explanation as to why and how I was signed up for the service. Looking through the complaints for this company this year similar complaints are a recurring theme. I insist that this firm cease acting in this way. Given the multiple complaints for similar nature I ask that the Revdex.com look into downgrading the businesses ranking from A+. I suggest this action be taken until they can go a full year without a similar complaint.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]
If my account ([redacted]) was not part of the migration, why wasn't I informed? Basically, I lost access to my email and I wasn't even informed. I also still can't believe a web hosting company cannot produce a backup of my email. This poor level of service is unbelievable. Since this was Verio's mistake, they should rectify it. Also, I still don't know why you keep saying my user name is "[redacted]". If I visit [redacted], it's someone else's website.
Regards,
[redacted]
The customer's domain name is associated with a deleted account. As 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 fax. Therefore, we have attempted to contact the customer...
several times, by phone and email, to discuss a resolution to this issue. However, despite several phone calls and emails, we have not heard back.The customer should contact us back so we can discuss the matter further.
To whom it may concern,We respond to this complaint as follows. Mr. [redacted] contacted us August 13,2016 regarding a 404 Server Error that he received when trying to access his Exchange email account '[redacted]'. Mr. [redacted]'s issue was related to a known bug...
that our engineering team was aware of and actively working to resolve as soon as possible. On August 25,2016 our engineering team reached out to Mr. [redacted] and provided him with a status update on the issue along with a temporary link ( https://exchange.ipower.com/owa0) that Mr. [redacted] could use to access his email account while our engineering team worked to permanently resolve the issue causing customers with Exchange email accounts to receive a 404 server error when logging in to their email account.As of today August 31,2016 our engineering team notified all customers effected by this issue including Mr. [redacted] that the issue was resolved and customers are now able to login and access their Exchange mailboxes without any problem. However, due to the inconvenience and as a gesture of goodwill we have applied three months worth of hosting credit to Mr. [redacted]'s account. The credit is available on Mr. [redacted]'s account for use now and will automatically apply toward any new purchases or renewals. We have reviewed Mr. [redacted]'s account and contact history with us and have determined where it is that we could have done a better job at providing status updates on the issue to Mr. Mr.[redacted] in a more efficient manner. We have notated Mr. [redacted]'s feedback as well shared his comments with our executive management and engineering teams so that we may improve on how we respond to these scenarios going forward. Sincerely,iPower 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.
[If Unacceptable response. Proactively disabling my account was not requested nor resolves the dispute. Will be following up with further action against EIG. Have a nice day you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]
We respond as follows to this complaint. We have been corresponding back and forth with Mr [redacted] in regards to getting a refund issued to his credit card rather than the [redacted] system. We have recognized the error with the refund in the [redacted] system and have offered the alternative. We are still actively working with Mr [redacted] in regards to updating the credit card on file with support, through a support link or getting a contact number for him to get a credit card number to refund the $155.40 to. We will continue to work with Mr [redacted] until we are able to reach a resolution and issue his refund. Sincerely,iPage Customer Relations
To Whom it May Concern,We respond to this complaint as follows.Pursuant to MyDomain’s, Domain Registration Agreement, the domain's registrant is required to submit valid information such as his/her name, email address, postal address and phone number (collectively, the "Registration Information") to register a domain. The domain's registrant is also required to update the Registration Information in the event of a change within seven (7) days of such change. It is the Domain Name Holder's sole responsibility to ensure that the registration information remains accurate and up to date at all times. Unfortunately, Mr. [redacted] did not update the domain name's contact information upon taking over the domain and for this reason emails for the domain name continued to go to [redacted]. As a result, the suspension placed on the domain [redacted].com (the “Domain”) was due to his failure to respond to multiple domain verification emails sent to the registrant email address listed on the Domain which at the time was [redacted](the “Registrant Email”). Mr. [redacted] did not contact MyDomain regarding the suspension of the Domain until May 31, 2017. At this time, he was advised of the suspension on the domain and the reason why it was suspended. Mr. [redacted] indicated that he was unable to access the Registrant Email to send and receive emails, as the email address was that of his sons. Pursuant to the Transfer Policy, MyDomain will send automated verification emails upon a registrant contact change, to both the old registrant email address and new registrant email address for the Domain. To help prevent fraudulent transfers, a response is required from both emails to indicate the change of email address is approved. MyDomain is unable to submit the updated contact information to the registry until it receives approval from both email addresses. Since Mr. [redacted] was unable to access the old registrant email address, MyDomain could not submit a request to change the email address to the registry. Fortunately, MyDomain is authorized to approve the email address change on Mr. [redacted]’s behalf (as his “Designated Agent”), provided that MyDomain obtains a valid government issued identification to verify that Mr. [redacted] is the owner of the Domain. Mr. [redacted] was advise of this and provided instructions on our ownership process in order to be able to complete a registrant contact update to verify the domain but unfortunately, this was not done. After receiving Mr. [redacted]’s initial complaint, we contacted him by phone on June 13, 2017 to address his concern and assist him in resolving this matter. Upon speaking with Mr. [redacted], we clarified the reason for the suspension on the domain name and how the issue would be resolved. We walked Mr. [redacted] through updating the domains contact information and verifying the domain in order to release the suspension. We confirmed with Mr. [redacted] before ending the phone call that the domain was verified and the suspension had been lifted. We are doing a more thorough review of the contact logs on the account to provide any necessary training needed to our agents involved regarding communication with our customers to ensure proper communication is being relayed to prevent our customers from having a non-pleasant customer experience. If you have any questions regarding our Domain Registration Agreement, please feel free to visit the link below. Domain Registration Agreement[redacted]d. Information updating and accuracy obligations. As a condition to continued registration of your domain, you must provide us with updated Registration Information within seven (7) days of any changes to such information. You may review, modify or update your Registration Information by accessing MyDomain's domain manager service, domain management console or similar service, made available at our website. In accordance with ICANN policies, you acknowledge and agree that if you willfully provide inaccurate information or fail to update your Registration Information within seven (7) days of any change, then you will be in material breach of this Registration Agreement and we may in our sole discretion cancel your domain registration. You further agree that your failure to respond within ten (10) days to any inquiry by MyDomain concerning the accuracy of the Registration Information or to contact MyDomain immediately upon discovery of any willful inaccuracy (including, e.g., phone number listed as 000-0000) associated with your domain registration shall constitute a material breach of this Registration Agreement and will be sufficient basis for cancellation of your domain registration. You further represent that you have obtained consent from any third-party individuals whose personal data you have provided as Registration Information.Thank you,MyDomain Customer Relations
To Whom it may concern, We respond to this rebuttal as follows.First, we would like to sincerely apologize for our mistake in referencing Mr. [redacted] as Ms. [redacted]. In addition, we have reviewed the billing activity on Mr. [redacted]'s account and can confirm there were attempts to charge the credit card on file ending in [redacted] in the amounts of $56.89 and $26.24 in the month of March 2017 for the services listed below which were past due for the month of February however, our records show that the charges did not go through due to the credit card being declined. Weebly Premium Drag and Drop Builder - $9.95The Essential - $11.99E-Commerce Unlimited - $34.95Weebly Website Builder - Business -$26.24Upon further review of the billing activity it appears Mr. [redacted] currently pays his hosting and additional features monthly. We can confirm Mr. [redacted] was charged successfully in the month of April 2017 for the past due services listed above as well as for the monthly charges that were due in the month of April (listed below). The total amount charged was $105.07 which we have refunded on May 14,2017 back to the credit card charged ending in [redacted]. The Essential - $11.99Weebly Premium Drag and Drop Builder - $9.95We have reviewed Mr. [redacted]'s account and contact history with us and have determined where it is that we could have done a better job at assisting Mr. [redacted] with this issue in a more efficient manner. We have notated Mr. [redacted]'s feedback as well shared his comments with our executive management and engineering teams so that we may improve on how we respond to these scenarios going forward. We do apologize for the frustration and inconvenience this experience has caused Mr. [redacted] and ask that Mr. [redacted] respond to the ticket ([redacted]) should he have any additional questions or concerns.Sincerely,iPage Customer Relations.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.As soon as the refund from eHost hits my account I will close the complaint with the Revdex.com, AG and local court systems. Your claims that you have a sound clip of me admitting to signing up for services are ridiculous. Give me dates and I will give you transcripts and recording of my own confirming your claim is bogus and merely an attempt to look like the good guys. Anyway, I am going to drop all complaints and lawsuit as soon as refunds post.
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint.Ms. [redacted] contacted us on October 27th, 2016 and inquired about charges to her credit card for [redacted] email service that she signed up for back on November 17th, 2015. [redacted] is one our partners to provide...
email services to our customers.Ms. [redacted] contacted us again on October 31st, 2016 to dispute all charges for [redacted] as she has not been using this service and was not aware she had. The Web Advisor that she was speaking with on October 31st, 2016 misinformed her stating that she signed up for a free trial and advised Ms. [redacted] to contact, [redacted] directly regarding her refund. Ms. [redacted] did as instructed and contacted, [redacted] directly regarding this matter however, she was referred back to Domain.com to resolve the issue as Ms. [redacted] signed up for [redacted] through Domain.com . We have provided the necessary coaching to the advisor Ms. [redacted] spoke to, to ensure we are setting the right expectations with our customers.Per our Billing policy we are able to issue a refund for charges that occurred within the past 90 days of a cancellation request. However, once we were alerted to Ms. [redacted] dispute with the Revdex.com, we reached out to Ms. [redacted] via email explaining that she signed up for a promotion with [redacted] through Domain.com. The promotion was to receive [redacted] free for the first month and then would be billed $10 for the next 6 months and then $20 thereafter. We have issued a refund in the amount of $120.00 for charges that occurred in the past 6 months for [redacted] and have cancelled the service from Ms. [redacted] account as she does not need nor use the service.Sincerely, Domain.com Customer Relations
We replied to the ticket and spoke with the customer on the phone. We note his web sites are working now and we will follow up as needed. Customer will also monitor his site and reply to the ticket if he still desires a server move. We will take care of that if that is his choice.
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 to this rebuttal as follows. We have confirmed with our senior engineers that we unfortunately do not have a back up of Mr. **'s email as the URL being used ([redacted] ) was a test URL associated to legacy Verio ,[redacted] ,server. This is why the screen shot of "Domian Central " shows the " 415 registrant (end-user) authentication" error. We have provided Mr. ** with a new test URL "[redacted]" which is associated with the Endurance Vero platform and can be used for email purposes. However, we recommend that Mr. ** use a registered domain for his email needs as test URLS such as these are server specific and cannot be used if the server is turned off. As a gesture of goodwill, we have applied three months worth of hosting credit to Mr.**'s account. The credit is available for use now and will automatically apply toward any new purchases or existing renewals. We would like to thank Mr. ** for bringing this experience to our attention. We will have our management team follow up with the chat advisor who assisted Mr. ** in the chat conversation as we feel there is a coaching opportunity for the advisor to ensure accurate information is being provided by our representatives when assisting customers. We will also make our engineers aware of any technical flaws that can be improved. Sincerely,Verio Customer Relations
o Whom It May Concern:We address the complaint as follows:[redacted] contacted us on August 3, 2016 requesting a refund for he products of [redacted] Site Builder and [redacted]. The total charges equaled $79.35. We initially informed the customer that we received a chargeback for those purchases so it...
appeared that the customer had already gotten their money back. On August 5, 2016 the complainant provided us with a snapshot of his bank account for which they were able to prove that the charges were reversed.After review of this snapshot, we refunded the customer $79.35 to the credit card that we initially charged. It may take anywhere from 5 to 7 business days for the funds to be reflected in their bank account. If the complainant has any other concerns or questions, they may feel free to reach out at anytime.Regards,[redacted] Customer Relations
To Whom It May Concern,We respond as follows to this complaint.We were contacted by [redacted] on July 10th, 2016 to cancel the domain renewal for his domain name [redacted]. At this time, the domain name was scheduled for renewal on July 24, 2016. It renewed ahead of...
this time due to our prebilling system which attempts to renew the domain name up to fifteen days prior to the actual date. This was due mainly to a miscommunication between our Web Advisor Team as the customer had already been scheduled for the payment through our system.Because we understand that this was an honest miscommunication, we have gone ahead and refunded the $16.99 charge that was imposed on Mr. [redacted]. At this time, we have reached out to Mr. [redacted] and the account has been closed down. We have provided a direct line of contact to our Customer Relations team if Mr. [redacted] requires any further assistance.Thank you,iPage Customer Relations
The customer website is hosted on a shared server environment, which means many customers share the same server resources. As such, performance of the website is affected when there is an issue with the server, or if another customer web site is causing excessive load to the server. In the past, we...
have been able to take the necessary steps to resolve the problem. However, we would like to suggest moving the site to a different server so we can work towards a more permanent solution to this problem.Please keep in mind that we cannot compensate for potential loss in revenue and we do not guarantee continuous service, but we do try our best to help solve any interruptions in service when we become aware of them. As a gesture of goodwill, we have applied a 1 month hosting credit to the account worth $59.99.
We acknowledge that Ms. [redacted] purchased SEO and PPC services from iPage. As background PPC, or pay per click, is a targeted paid search campaign meant to drive traffic to a businesses online storefront. Our team of SEO service professionals build a campaign of keywords, phrases, ads...
and links meant to drive traffic to the customer's door. The customer pays for only the people that step through the door. There is no way for us to guarantee that any of those people will actually make purchases from the customer's online storefront. Ms. [redacted] purchased our PPC Starter package which includes: · Dedicated MPM & marketing consultation· Dedicated Ads specialist (not client engaging)· Campaign creation - Ad Groups, KW selection and Ads creation· Complimentary conversion tracking, as applicable for calls, purchases, form submissions· Installation of conversion tracking codes (with permissions & access by client) · Weekly reporting (on Monday's)· Project portal, with summary view of impressions, clicks and conversions· Monthly and/or Bi-monthly consultations as needed with ongoing optimization of Ads campaign We have reviewed the telephone call recording between our sales representative and the customer. There was no mention of guaranteed 3 to 7 conversions, nor were there any promises of guaranteed placement. However, our web advisor did go into a great amount of detail about estimated clicks and estimated conversions based on different budget amounts. It is our opinion that the amount of detail given did cause the confusion for Ms. [redacted]. Therefore, based on this we have issued a full refund for the PPC service. Most of our customers utilize our hosting services, and purchase marketing services in conjunction with the hosting service. Ms. [redacted] does not have hosting services through iPage, rather hosts with WIX. Our professionals did have difficulty installing tracking codes on Ms. [redacted]’s WIX Account, but this is because we are not intimately familiar with their content management system. In regards to reporting, we acknowledge that there may have been errors in dates showing on the initial reports - but the errors did not impact the "functional" part of managing the campaign. The subsequent reports and the actual data in the reports were accurate. In review of the account and contacts it looks like we received Ms. [redacted]’s cancellation request on 11/23/14. Our professional acknowledged her request the next business day, and after a couple of contacts back and forth, escalated the request to our billing team. We did process a pro-rated refund on 12/04/14, and we notified customer of the refund same day. Lastly, we want to clarify that we never prevented Ms. [redacted] from setting up a Google Analytics account. Normally, set up of a Google Analytics account is not included in the purchase of SEO or PPC, but we will set it up for the customer at no charge if asked.
Our position to refund the renewal cost of $131.88 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 complaint. The 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 company. For 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 12 month period being billed early. With 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 refund. We do apologize no prioremails had been sent to this customer as it had related to their inquires. Itis only our best intention to work with this customer towards a resolution. Forany additional billing related questions or inquiries, we would encourage this customerto review our full Terms of Service and User Agreement, which governs theiraccount.
In reviewing this customer’s complaint there appears to be amisunderstanding as to the scope of support of which our personnel wouldprovide. Firstly with respect to the functionality of our File Manger, wereviewed this customer’s account and do agree they have a considerable amountof files be...
utilized on the account. In this case we would actually recommendthis customer to access their files via FTP versus the File Manager.Unfortunately there are occurrences where the File Manager may loadconsiderably slower simply due to the number of files on the account. Accessingfiles via FTP will allow the customer to accomplish their task at a muchquicker rate, as the File Manager can only process so much before a delay insystem processing can be seen. With regards to scope of support, please understand that our Support Teamsare here to assist with customer inquiries such as email connectivity,accessing account system tools, questions regarding the utilization ofadditional products/services, and domain related issues. When it comes tohosting a website, it is our responsibility as a host to make sure the server,of which the customer’s account is connected to have network connectivity,allowing the site to be accessed throughout the web. Specifically with this customer, their issues appear to be more codingrelated, and database functionality related versus server performance.Unfortunately the items mentioned in this customer’s complaint would beconsidered outside of our scope of support. Our support personnel are notcoders, website programmers, site admin, nor are we developers. This customer’ssite inquiries would be better suited for a site developer or programmer asopposed to asking our teams for assistance to their coding/database relatedinquires. Lastly, we would like to mention that although we are an Open-Sourcefriendly platform, it is simply not realistic for our teams to know everysingle web program or application used through Open-Source technology.
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.
It is hard to cancel a service that you didn't sign up for. As I had no history of using the domain privacy service on my account I would like an explanation as to why and how I was signed up for the service. Looking through the complaints for this company this year similar complaints are a recurring theme. I insist that this firm cease acting in this way. Given the multiple complaints for similar nature I ask that the Revdex.com look into downgrading the businesses ranking from A+. I suggest this action be taken until they can go a full year without a similar complaint.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]
If my account ([redacted]) was not part of the migration, why wasn't I informed? Basically, I lost access to my email and I wasn't even informed. I also still can't believe a web hosting company cannot produce a backup of my email. This poor level of service is unbelievable. Since this was Verio's mistake, they should rectify it. Also, I still don't know why you keep saying my user name is "[redacted]". If I visit [redacted], it's someone else's website.
Regards,
[redacted]
The customer's domain name is associated with a deleted account. As 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 fax. Therefore, we have attempted to contact the customer...
several times, by phone and email, to discuss a resolution to this issue. However, despite several phone calls and emails, we have not heard back.The customer should contact us back so we can discuss the matter further.
To whom it may concern,We respond to this complaint as follows. Mr. [redacted] contacted us August 13,2016 regarding a 404 Server Error that he received when trying to access his Exchange email account '[redacted]'. Mr. [redacted]'s issue was related to a known bug...
that our engineering team was aware of and actively working to resolve as soon as possible. On August 25,2016 our engineering team reached out to Mr. [redacted] and provided him with a status update on the issue along with a temporary link ( https://exchange.ipower.com/owa0) that Mr. [redacted] could use to access his email account while our engineering team worked to permanently resolve the issue causing customers with Exchange email accounts to receive a 404 server error when logging in to their email account.As of today August 31,2016 our engineering team notified all customers effected by this issue including Mr. [redacted] that the issue was resolved and customers are now able to login and access their Exchange mailboxes without any problem. However, due to the inconvenience and as a gesture of goodwill we have applied three months worth of hosting credit to Mr. [redacted]'s account. The credit is available on Mr. [redacted]'s account for use now and will automatically apply toward any new purchases or renewals. We have reviewed Mr. [redacted]'s account and contact history with us and have determined where it is that we could have done a better job at providing status updates on the issue to Mr. Mr.[redacted] in a more efficient manner. We have notated Mr. [redacted]'s feedback as well shared his comments with our executive management and engineering teams so that we may improve on how we respond to these scenarios going forward. Sincerely,iPower Customer Relations
We have submitted the check refund for $131.88. Please allow approximately 45 days to receive the refund check.
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.
[If Unacceptable response. Proactively disabling my account was not requested nor resolves the dispute. Will be following up with further action against EIG. Have a nice day you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]
We respond as follows to this complaint. We have been corresponding back and forth with Mr [redacted] in regards to getting a refund issued to his credit card rather than the [redacted] system. We have recognized the error with the refund in the [redacted] system and have offered the alternative. We are still actively working with Mr [redacted] in regards to updating the credit card on file with support, through a support link or getting a contact number for him to get a credit card number to refund the $155.40 to. We will continue to work with Mr [redacted] until we are able to reach a resolution and issue his refund. Sincerely,iPage Customer Relations
To Whom it May Concern,We respond to this complaint as follows.Pursuant to MyDomain’s, Domain Registration Agreement, the domain's registrant is required to submit valid information such as his/her name, email address, postal address and phone number (collectively, the "Registration Information") to register a domain. The domain's registrant is also required to update the Registration Information in the event of a change within seven (7) days of such change. It is the Domain Name Holder's sole responsibility to ensure that the registration information remains accurate and up to date at all times. Unfortunately, Mr. [redacted] did not update the domain name's contact information upon taking over the domain and for this reason emails for the domain name continued to go to [redacted]. As a result, the suspension placed on the domain [redacted].com (the “Domain”) was due to his failure to respond to multiple domain verification emails sent to the registrant email address listed on the Domain which at the time was [redacted](the “Registrant Email”). Mr. [redacted] did not contact MyDomain regarding the suspension of the Domain until May 31, 2017. At this time, he was advised of the suspension on the domain and the reason why it was suspended. Mr. [redacted] indicated that he was unable to access the Registrant Email to send and receive emails, as the email address was that of his sons. Pursuant to the Transfer Policy, MyDomain will send automated verification emails upon a registrant contact change, to both the old registrant email address and new registrant email address for the Domain. To help prevent fraudulent transfers, a response is required from both emails to indicate the change of email address is approved. MyDomain is unable to submit the updated contact information to the registry until it receives approval from both email addresses. Since Mr. [redacted] was unable to access the old registrant email address, MyDomain could not submit a request to change the email address to the registry. Fortunately, MyDomain is authorized to approve the email address change on Mr. [redacted]’s behalf (as his “Designated Agent”), provided that MyDomain obtains a valid government issued identification to verify that Mr. [redacted] is the owner of the Domain. Mr. [redacted] was advise of this and provided instructions on our ownership process in order to be able to complete a registrant contact update to verify the domain but unfortunately, this was not done. After receiving Mr. [redacted]’s initial complaint, we contacted him by phone on June 13, 2017 to address his concern and assist him in resolving this matter. Upon speaking with Mr. [redacted], we clarified the reason for the suspension on the domain name and how the issue would be resolved. We walked Mr. [redacted] through updating the domains contact information and verifying the domain in order to release the suspension. We confirmed with Mr. [redacted] before ending the phone call that the domain was verified and the suspension had been lifted. We are doing a more thorough review of the contact logs on the account to provide any necessary training needed to our agents involved regarding communication with our customers to ensure proper communication is being relayed to prevent our customers from having a non-pleasant customer experience. If you have any questions regarding our Domain Registration Agreement, please feel free to visit the link below. Domain Registration Agreement[redacted]d. Information updating and accuracy obligations. As a condition to continued registration of your domain, you must provide us with updated Registration Information within seven (7) days of any changes to such information. You may review, modify or update your Registration Information by accessing MyDomain's domain manager service, domain management console or similar service, made available at our website. In accordance with ICANN policies, you acknowledge and agree that if you willfully provide inaccurate information or fail to update your Registration Information within seven (7) days of any change, then you will be in material breach of this Registration Agreement and we may in our sole discretion cancel your domain registration. You further agree that your failure to respond within ten (10) days to any inquiry by MyDomain concerning the accuracy of the Registration Information or to contact MyDomain immediately upon discovery of any willful inaccuracy (including, e.g., phone number listed as 000-0000) associated with your domain registration shall constitute a material breach of this Registration Agreement and will be sufficient basis for cancellation of your domain registration. You further represent that you have obtained consent from any third-party individuals whose personal data you have provided as Registration Information.Thank you,MyDomain Customer Relations
To Whom it may concern, We respond to this rebuttal as follows.First, we would like to sincerely apologize for our mistake in referencing Mr. [redacted] as Ms. [redacted]. In addition, we have reviewed the billing activity on Mr. [redacted]'s account and can confirm there were attempts to charge the credit card on file ending in [redacted] in the amounts of $56.89 and $26.24 in the month of March 2017 for the services listed below which were past due for the month of February however, our records show that the charges did not go through due to the credit card being declined. Weebly Premium Drag and Drop Builder - $9.95The Essential - $11.99E-Commerce Unlimited - $34.95Weebly Website Builder - Business -$26.24Upon further review of the billing activity it appears Mr. [redacted] currently pays his hosting and additional features monthly. We can confirm Mr. [redacted] was charged successfully in the month of April 2017 for the past due services listed above as well as for the monthly charges that were due in the month of April (listed below). The total amount charged was $105.07 which we have refunded on May 14,2017 back to the credit card charged ending in [redacted]. The Essential - $11.99Weebly Premium Drag and Drop Builder - $9.95We have reviewed Mr. [redacted]'s account and contact history with us and have determined where it is that we could have done a better job at assisting Mr. [redacted] with this issue in a more efficient manner. We have notated Mr. [redacted]'s feedback as well shared his comments with our executive management and engineering teams so that we may improve on how we respond to these scenarios going forward. We do apologize for the frustration and inconvenience this experience has caused Mr. [redacted] and ask that Mr. [redacted] respond to the ticket ([redacted]) should he have any additional questions or concerns.Sincerely,iPage Customer Relations.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.As soon as the refund from eHost hits my account I will close the complaint with the Revdex.com, AG and local court systems. Your claims that you have a sound clip of me admitting to signing up for services are ridiculous. Give me dates and I will give you transcripts and recording of my own confirming your claim is bogus and merely an attempt to look like the good guys. Anyway, I am going to drop all complaints and lawsuit as soon as refunds post.
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint.Ms. [redacted] contacted us on October 27th, 2016 and inquired about charges to her credit card for [redacted] email service that she signed up for back on November 17th, 2015. [redacted] is one our partners to provide...
email services to our customers.Ms. [redacted] contacted us again on October 31st, 2016 to dispute all charges for [redacted] as she has not been using this service and was not aware she had. The Web Advisor that she was speaking with on October 31st, 2016 misinformed her stating that she signed up for a free trial and advised Ms. [redacted] to contact, [redacted] directly regarding her refund. Ms. [redacted] did as instructed and contacted, [redacted] directly regarding this matter however, she was referred back to Domain.com to resolve the issue as Ms. [redacted] signed up for [redacted] through Domain.com . We have provided the necessary coaching to the advisor Ms. [redacted] spoke to, to ensure we are setting the right expectations with our customers.Per our Billing policy we are able to issue a refund for charges that occurred within the past 90 days of a cancellation request. However, once we were alerted to Ms. [redacted] dispute with the Revdex.com, we reached out to Ms. [redacted] via email explaining that she signed up for a promotion with [redacted] through Domain.com. The promotion was to receive [redacted] free for the first month and then would be billed $10 for the next 6 months and then $20 thereafter. We have issued a refund in the amount of $120.00 for charges that occurred in the past 6 months for [redacted] and have cancelled the service from Ms. [redacted] account as she does not need nor use the service.Sincerely, Domain.com Customer Relations
We replied to the ticket and spoke with the customer on the phone. We note his web sites are working now and we will follow up as needed. Customer will also monitor his site and reply to the ticket if he still desires a server move. We will take care of that if that is his choice.
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 to this rebuttal as follows. We have confirmed with our senior engineers that we unfortunately do not have a back up of Mr. **'s email as the URL being used ([redacted] ) was a test URL associated to legacy Verio ,[redacted] ,server. This is why the screen shot of "Domian Central " shows the " 415 registrant (end-user) authentication" error. We have provided Mr. ** with a new test URL "[redacted]" which is associated with the Endurance Vero platform and can be used for email purposes. However, we recommend that Mr. ** use a registered domain for his email needs as test URLS such as these are server specific and cannot be used if the server is turned off. As a gesture of goodwill, we have applied three months worth of hosting credit to Mr.**'s account. The credit is available for use now and will automatically apply toward any new purchases or existing renewals. We would like to thank Mr. ** for bringing this experience to our attention. We will have our management team follow up with the chat advisor who assisted Mr. ** in the chat conversation as we feel there is a coaching opportunity for the advisor to ensure accurate information is being provided by our representatives when assisting customers. We will also make our engineers aware of any technical flaws that can be improved. Sincerely,Verio Customer Relations
o Whom It May Concern:We address the complaint as follows:[redacted] contacted us on August 3, 2016 requesting a refund for he products of [redacted] Site Builder and [redacted]. The total charges equaled $79.35. We initially informed the customer that we received a chargeback for those purchases so it...
appeared that the customer had already gotten their money back. On August 5, 2016 the complainant provided us with a snapshot of his bank account for which they were able to prove that the charges were reversed.After review of this snapshot, we refunded the customer $79.35 to the credit card that we initially charged. It may take anywhere from 5 to 7 business days for the funds to be reflected in their bank account. If the complainant has any other concerns or questions, they may feel free to reach out at anytime.Regards,[redacted] Customer Relations
To Whom It May Concern,We respond as follows to this complaint.We were contacted by [redacted] on July 10th, 2016 to cancel the domain renewal for his domain name [redacted]. At this time, the domain name was scheduled for renewal on July 24, 2016. It renewed ahead of...
this time due to our prebilling system which attempts to renew the domain name up to fifteen days prior to the actual date. This was due mainly to a miscommunication between our Web Advisor Team as the customer had already been scheduled for the payment through our system.Because we understand that this was an honest miscommunication, we have gone ahead and refunded the $16.99 charge that was imposed on Mr. [redacted]. At this time, we have reached out to Mr. [redacted] and the account has been closed down. We have provided a direct line of contact to our Customer Relations team if Mr. [redacted] requires any further assistance.Thank you,iPage Customer Relations
The customer website is hosted on a shared server environment, which means many customers share the same server resources. As such, performance of the website is affected when there is an issue with the server, or if another customer web site is causing excessive load to the server. In the past, we...
have been able to take the necessary steps to resolve the problem. However, we would like to suggest moving the site to a different server so we can work towards a more permanent solution to this problem.Please keep in mind that we cannot compensate for potential loss in revenue and we do not guarantee continuous service, but we do try our best to help solve any interruptions in service when we become aware of them. As a gesture of goodwill, we have applied a 1 month hosting credit to the account worth $59.99.