To Whom It May Concern,We respond as follows to this complaint. Mr. [redacted] contacted us on Dec 2, 2015 8:37 PM, stating that he was having issues with his website pulling up a blank page. We responded accordingly addressing possible issues that may have been the cause. We first addressed the...
fact that Mr. [redacted] had his domain pointed to two separate IP addresses. Although this was in fact an issue with the customer's account, this was not the root of the problem. Mr. [redacted] responded on Dec 7, 2015 8:26 PM stating that his issue was still persisting. At this point we were able to discover that the issue was in fact a theme that the customer was using for their website. We reached back out informing the customer of the cause of the issue and provided steps to resolve on the customer's end. On Dec 9, 2015 9:07 AM the customer reached out indicating that they have followed the steps provided with no resolution. We then responded informing the customer that we reset their theme and still was pulling up a blank page, requesting that the customer change the theme, themes are considered third party additions and normally up to the customers responsibility, disabling a theme is a part of the normal troubleshooting process. On Dec 10, 2015 1:13 AM customer responded stating that they did not want to change the theme and that since we upgraded our system we are the cause of their issue. We reached back out to the customer requesting they give us permission to disable their theme so we can troubleshoot further. As of Dec 10, 2015 6:37 AM the customer has yet to respond. On 12/10/2015 Mr. [redacted] filed a Revdex.com complaint in regards to his website issue. We reached out on Dec 15, 2015 12:33 PM stating that we would investigate the issue, customer responded shedding more light on the situation. On Dec 16, 2015 2:46 PM we reached out again stating that we are still waiting on the customer's response to start troubleshooting and that we have provided a goodwill credit of 6 months worth of hosting (65.94) on their account. Customer responded stating that they will respond to the original ticket to start the troubleshooting process thanking us for the credit. Thank you,iPage Customer Relations
Our account records indicate this customer did indeed submit a cancellation request
for the account on 8/31/2014 to take effect on 9/19/2014. The customer’s
domains had renewed on 9/5/2014. As per our billing policy, we may charge
customers up to 15 days prior to the renewal. This is in place to...
1. Identify any
errors in billing so that we can notify customers if needed, and 2. Prevent a
stoppage in service due to potential billing errors.
Per this customer’s request we have issued a full refund of CA$11.99 for the
.ca renewal and CA$12.49 for the .org domain renewal. We have since processed
an immediate account cancellation. Please allow up to 7 to 10 business days for
the refunds to be fully processed back to the customer.
To whom it may concern:We respond as follows to this complaint. We have reached out to the customer multiple times to resolve the issue. We have emailed them from the email provided and called multiple times to the number provided. We left a voicemail asking for a call back but still no response. If...
they return our contact, we are happy to work with them and we will most likely refund the $13.49.RegardsEndurance Customer Relations
During our research of this customer’s billing issue, it appears thiscustomer was charged $17.49 on 1/10/2015 for the renewal of their domain. Ourrecords also show that a refund of $17.49 for this renewal was processed on1/16. Unfortunately once a domain has been registered or renewed, this...
processcannot be reversed. Since it is no longer possible to delete the domain, wehave taken possession of this domain, and moved it into an internal accountwhere it will expire in 2016.
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].
Your reply says that I was provided a new test URL "[redacted]", but I think you're confusing me with someone else. My URL was [redacted] and not [redacted]. Perhaps "[redacted]" is another customer who has the same issue as me?I also still don't understand how a web hosting company is unable to provide a backup of a customer's data. It was also never communicated to me prior to this Verio transition that I was using a test URL and that I would lose access to my domain permanently. When I was originally with Best.com (which was purchased by Verio), my URL was [redacted]. When Verio purchased Best.com, at some point my domain became http://[redacted]. At no point was it ever communicated that I had a "test URL" and that I needed to use a registered domain.Please provide me with a backup of all my email from when my domain went offline on January 16, 2017.Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint.Mr. [redacted] contacted us on January 5th, 2016 and inquired about the cancellation and refund of SEO services. Our SEO team approved the refund request of $425.00 however, it appears only a portion of the refund promised to Mr....
[redacted] was processed. We can confirm that the SEO services have been canceled and the remaining portion of $175.00 owed to him has been refunded as of February 10th,2016. Sincerely,Startlogic Customer Relations
To whom it may concern:We have attempted to reach out to Ms. [redacted] multiples times through our our research. Our first call to the the complainant was on April 17, 2016. There was no answer so we left a voicemail asking for a call back and we provided a direct number to us. We then called the...
customer again on April 18, 2016 to attempt and resolve this issue. Again, there was no answer so we left a voicemail and provided our contact information.As of now, the customer has been refunded $206.99 for the [redacted] that they purchased. If the Ms. [redacted] feels like they need further assistance, they can feel free to reach out to us so we may address and resolve the issue.Regards,[redacted] 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 rejecting the response because I never had an issue with the auto renewal. The response makes it sound like I was upset because my account was auto renewed. Once again that was not the issue, as I have since renewed my services for over double the amount they were charging as I was looking to upgrade my website. My issue was that they told me their policy was such that if I requested a refund of the renewal, which they said they were happy to do, that they would have to cancel my website immediately and not honor our original contract.Even though they have now refunded my money a stated they would honor our contract, my issue is still the same, they threatened to shut down my website, which I need for business and I couldn't speak with anyone regarding this and for the record the only reason they did reach out to me was thanks to the Revdex.com complaint.I am however happy that they have agreed to honor our original terms
Regards,
[redacted]
We apologize for the confusion. We believed Mr. [redacted] was referring to his [redacted] account. As per our earlier response, we canceled his [redacted] account and issued him a full refund. Mr. [redacted] acknowledged the refund from [redacted]. Once we became aware his Revdex.com complaint was related to our eHost brand, we researched the matter further. Although we have a call on file where Mr. [redacted] states that he signed up the account with eHost, we've refunded all of his payments and have canceled services as he requested.
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. Only one think I would like to mention: I started the cancellation on Nov 1 instead of Nov 30.
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]. Please add your rejection comments below.
A total of $48.86 was charged to my card. Partial payment is not acceptable. Please see attached documentation which is proof of the two charges in question. This is not a refund and refund policies do not play a part in this case. This is a case of fraud which I intend to prosecute as if my request are not met.
Regards,
[redacted]
I will do the very best that I can to make this as brief as possible. Understand that I have written evidence to back up all the facts. On Friday 6/17, all of the email addresses at BOTH of our business websites hosted by PowWeb inexplicably ceased to function. We first contacted customer service via online chat. A support ticket was submitted (and IGNORED) for two days. During these two days, we continued to be without the ability to use our emails. This greatly disrupted our abilities to run both of our business websites. We lost out on numerous opportunities to engage with clients and customers during this time period. Also, there was important correspondence that needed to be sent out... but couldn't. We were paralyzed without an explanation for WHY. On Sunday 6/19, I was desperate for a resolution and went to social media to get ANYONE'S attention at PowWeb. At the time we simply wanted our emails operational again. I had the (dis)pleasure of running across "AC", one of PowWeb's "customer service representatives". AC got our email addresses operational again. However, AC also informed us that both (???) of our websites were infected and had to be scrubbed clean... and that we would have to spend an unknown amount of additional funds to pay PowWeb to scrub the websites clean. (Or we could follow their ridiculously technical and over-complicated instructions for accomplishing this task ourselves.) PowWeb always made it out to be like this was solely our problem. Let me be clear here: this was NOT our problem. After this experience, it has become apparent that their servers are NOT safe. Both of our websites were constructed (months/years ago) on THEIR servers using THEIR web-authoring technology. And it was THEIR servers that got infected!!! This in and of itself disturbs me greatly because I thought I was paying someone to SECURELY host my websites. AC told us in an email that we would receive directions on Monday 6/20 regarding how to handle the corrupt/infected website files... the very same ones that were apparently capable of shutting down not one but TWO sets of email addresses for multiple days. Yes, we were told to WAIT. Even though these "infected" files were apparently so potent and "damaging" to our "reputation", we were told to WAIT until directives were given by PowWeb. Monday came and went... NOTHING. Tuesday came and went... NOTHING. Understandably irritated, I reached out to PowWeb via social media (I've had a previous conflict with PowWeb within the past month... after which I refuse to use their chat feature and/or 1-800 number due to a VERY rude "customer service representative"). From Tuesday until this evening, I've always had to be the one to initiate contact with this company (because they don't care AT ALL about their customers). The conversation has always gone like this: Me: "I want my websites scrubbed clean and I want a written guarantee that I won't have to pay for it"... AC: "We have to handle this over the phone and I cannot guarantee that until we come to an agreement over the phone"... Me: "I will be happy to speak to you on the phone all day long after I receive a guarantee that I won't have to pay a dime for my websites being scrubbed clean, especially after the way I've been treated"... AC: "Unfortunately, I cannot guarantee this. I must call you." Same conversation almost word-for-word... day after day after day. During this tedious process of going back and forth, AC blatantly LIED to me via [redacted] and said that a "security officer will be in touch with you shortly". I didn't know that "shortly" was synonymous with "NEVER". I am still waiting to hear from that security officer. (Checked my SPAM folder... NOT THERE EITHER!) AC has also refused to refrain from being "point of contact" after I explicitly requested that this issue be brought to someone else's attention when it appeared that I was reaching a dead-end. How on EARTH is this "customer service"? Every other time that I've EVER engaged with a business and requested to speak with a direct supervisor or specialist, that request was granted. As the consumer, I have the right to ask for someone else ABOVE this "AC" person to handle this issue. How DARE "AC" deny my request to work with someone else at PowWeb!!! This entire situation has inconvenienced me and frustrated me beyond belief... not to mention COST ME MONEY (i.e. two days without email and access to paying clients). So much WASTED TIME. I simply want the saga to end... and I simply want my website files scrubbed clean... without payment... or involvement in the matter. I have requested this so many times; I might as well be texting with a brick wall. I am DONE with this company. As soon as it is possible, I am moving both of my sites to their closest competitor. I have been a loyal customer for the better part of 13 years... and they DON'T CARE. I have even recommended this company to MANY others over the years. Because of this ALONE, I deserve WAY better than to be treated this way. What they call "customer service" is absolutely appalling. I wouldn't wish having to deal with this company on my worst enemy. As I have requested REPEATEDLY for DAYS... I simply want BOTH of our websites to be scrubbed clean free of charge and free of my involvement in the matter. Also, I want both of my websites to be set to "non-renew" at the end of the current billing cycle. I want NO PROBLEMS when I seek out and transition my websites to another web hosting company.
Our records indicate this customer had initially purchased the Monthly SEOLink Building 5 Keyword package on 11/17 and was charged $224.75 for thisservice. Additionally, the Monthly Target Traffic starter package was alsopurchased in the amount of $242.33, both initiatives being billed monthly....
Bothservices had renewed on 12/12 for the amounts of $249.95 and $224.75 for theMonthly Target Traffic plan and the 5 Keyword Link Building packagerespectfully. A full refund of $224.75 and $249.95 was issued back to the customeron 12/19, and all SEO services have since been canceled. We do apologize forany misunderstanding or confusion that may have been caused.
It does appear the customer emailed us to cancel her iPage hostingaccount multiple times (generally by replying to invoices sent via email).However, we do ask customers to call us to verify their request or complete ouronline cancellation form. The customer completedthe online form on...
06/13/2015 and selected the option to not renew her hostingaccount but did not disable the autorenewal option for her domain name, whichmust be done separately. Therefore, the domain name renewed on 07/13/2015 andthe customer’s [redacted] account was charged $16.99. When the customer contactedus for a refund, we explained the domain renewal charge is not refundable. The customercontacted [redacted] and asked them to reverse the charge, and we initiallydisputed this, but we believe [redacted] did issue a decision in her favor and the funds werereturned to her [redacted] account on 07/15/2015. To avoid future issues, we will also cancel the hosting account, so the customerno longer receives communications from us about her account. If the customerstill needs anything from her account (i.e. files, emails, databases), sheshould contact us immediately otherwise they will be permanently deletedfrom the server and cannot be recovered. Also, her web site will go offline permanently.
To Whom it May Concern,We respond to this complaint as follows. We have reviewed Mr. [redacted]’s complaint and wish to note that the suspension placed on Mr. [redacted]’s domain [redacted].com (the “Domain”) was due to his failure to respond to multiple domain verification emails. To provide some...
context, MyDomain is an ICANN (short for “Internet Corporation for Assigned Names and Numbers”) accredited domain registrar and is therefore required to abide by ICANN’s rules, regulations and policies as well as the Registrar Accreditation Agreement (“RAA”) (available at: [redacted]). This accreditation allows MyDomain to sell domain names. By registering a domain through MyDomain, the domain's registrant agreed to be bound by MyDomain’s Terms of Service and Domain Registration Agreement. 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. In addition, pursuant to the Whois Accuracy Program Specification within the RAA ([redacted]#whois-accuracy), MyDomain is required to contact the registrant of each domain on an annual basis and remind them of their duty to maintain accurate Registration Information. On September 01, 2014, MyDomain sent a reminder to verify that the Registration Information for the Domain was correct. The email was sent to the registrant email address listed on the Domain, which was [redacted] (the “Registrant Email”).Pursuant to MyDomain’s Domain Registration Agreement, failure to respond within ten (10) days to any inquiry by MyDomain concerning the accuracy of the Registration Information is a material breach of the Domain Registration Agreement and as a result, the Domain was suspended on September 17, 2014 and website associated with the Domain went offline.On June 13, 2017 we spoke with Mr. [redacted] and explained the reason for the clientHold on the domain name. We were able to assist him in updating the domain's contact information and successfully verifying the domain name. The domain '[redacted].com' is now verified and the website is resolving. We have advised Mr. [redacted] that if he has any further issues or concerns that he feels have not been resolved, he can contact us and we would be more than happy to assist him.Thank you,MyDomain 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.
[All this company does is repeat themselves and give no resolution. They keep mentioning everything except my referral money. They told me the exact same thing over the phone and through their emails. I wanted a full refund, my referral money, and a credit for the inconvenience. I came to the Revdex.com.org due to the statement mentioned above and if you continue to repeat yourself with no resolution I will take further action. You lost me as a customer but if you continue to scam and rip me off you will loose more then that.
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].
Hello After called Ipage on march 15 I was told the same dame I was going to get my refund, nevertheless I had to call them back 10 days later because I got nothing, the On march 25 I just got a partial refund, then any time I called them I was told I was going to get my refund in few hours, but it wasn't like that because I know how [redacted] works and let me tell you in the last communication I have with an ipage representative they told me I have to wait between 20 to 30 days in order to get the pending amount of the refund ($155.40). Anyways I will do my last try so I will call them to see if is possible to get my refund by credit card like they mention they can provide me, by the way it is the first time I hear from them about this option . Kind regards. [redacted].]
Regards,
[redacted]
To clarify, we refunded 1 charge for Domain Privacy already. We will also refund the 3 remaining Domain Privacy charges as well. However, since she purchased with [redacted] and it has been past 60 days for the remaining charges, we have to manually submit the refund request. This process takes 7 -10 business days. Our billing team will contact the customer once the 3 charges for Domain Privacy have been refunded through [redacted]. We thank the customer for her patience in the meantime.
To Whom It May Concern,We respond as follows to this complaint.Mr. [redacted] contacted us on January 1st,2016 and inquired about charges of $206.37 to his credit card for website and domain services that renewed in December 2015. Mr.[redacted] requested a full refund of $206.37 and the...
request was escalated to our billing team for further review. Our billing department informed Mr.[redacted] that we refunded $155.40 for the hosting renewal and the account has been set to downgrade to a free domain parked account on January 13th, 2016. When customers agree to our terms of service they agree to multiple billing policies. These policies include authoriztion to renew on an automatic basis using the payment method on file as well as require the customer to cancel in writing 30 days prior to renewal. This applies to all services purchased with Fatcow including domains. We also notify our customers of an upcoming renewal using the email that is supplied to us as a point of contact. Thank You,Fatcow Customer Relations
We appreciate the comments raised by the customer and will consider other options so customers can report spam to Homestead, aside from posting on the forum. We realize posting on a forum is not the most convenient way to report spam. We thank the customer for her patience as we discuss/research other options.Thank you.
To Whom It May Concern,We respond as follows to this complaint. Mr. [redacted] contacted us on Dec 2, 2015 8:37 PM, stating that he was having issues with his website pulling up a blank page. We responded accordingly addressing possible issues that may have been the cause. We first addressed the...
fact that Mr. [redacted] had his domain pointed to two separate IP addresses. Although this was in fact an issue with the customer's account, this was not the root of the problem. Mr. [redacted] responded on Dec 7, 2015 8:26 PM stating that his issue was still persisting. At this point we were able to discover that the issue was in fact a theme that the customer was using for their website. We reached back out informing the customer of the cause of the issue and provided steps to resolve on the customer's end. On Dec 9, 2015 9:07 AM the customer reached out indicating that they have followed the steps provided with no resolution. We then responded informing the customer that we reset their theme and still was pulling up a blank page, requesting that the customer change the theme, themes are considered third party additions and normally up to the customers responsibility, disabling a theme is a part of the normal troubleshooting process. On Dec 10, 2015 1:13 AM customer responded stating that they did not want to change the theme and that since we upgraded our system we are the cause of their issue. We reached back out to the customer requesting they give us permission to disable their theme so we can troubleshoot further. As of Dec 10, 2015 6:37 AM the customer has yet to respond. On 12/10/2015 Mr. [redacted] filed a Revdex.com complaint in regards to his website issue. We reached out on Dec 15, 2015 12:33 PM stating that we would investigate the issue, customer responded shedding more light on the situation. On Dec 16, 2015 2:46 PM we reached out again stating that we are still waiting on the customer's response to start troubleshooting and that we have provided a goodwill credit of 6 months worth of hosting (65.94) on their account. Customer responded stating that they will respond to the original ticket to start the troubleshooting process thanking us for the credit. Thank you,iPage Customer Relations
Our account records indicate this customer did indeed submit a cancellation request
for the account on 8/31/2014 to take effect on 9/19/2014. The customer’s
domains had renewed on 9/5/2014. As per our billing policy, we may charge
customers up to 15 days prior to the renewal. This is in place to...
1. Identify any
errors in billing so that we can notify customers if needed, and 2. Prevent a
stoppage in service due to potential billing errors.
Per this customer’s request we have issued a full refund of CA$11.99 for the
.ca renewal and CA$12.49 for the .org domain renewal. We have since processed
an immediate account cancellation. Please allow up to 7 to 10 business days for
the refunds to be fully processed back to the customer.
To whom it may concern:We respond as follows to this complaint. We have reached out to the customer multiple times to resolve the issue. We have emailed them from the email provided and called multiple times to the number provided. We left a voicemail asking for a call back but still no response. If...
they return our contact, we are happy to work with them and we will most likely refund the $13.49.RegardsEndurance Customer Relations
During our research of this customer’s billing issue, it appears thiscustomer was charged $17.49 on 1/10/2015 for the renewal of their domain. Ourrecords also show that a refund of $17.49 for this renewal was processed on1/16. Unfortunately once a domain has been registered or renewed, this...
processcannot be reversed. Since it is no longer possible to delete the domain, wehave taken possession of this domain, and moved it into an internal accountwhere it will expire in 2016.
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].
Your reply says that I was provided a new test URL "[redacted]", but I think you're confusing me with someone else. My URL was [redacted] and not [redacted]. Perhaps "[redacted]" is another customer who has the same issue as me?I also still don't understand how a web hosting company is unable to provide a backup of a customer's data. It was also never communicated to me prior to this Verio transition that I was using a test URL and that I would lose access to my domain permanently. When I was originally with Best.com (which was purchased by Verio), my URL was [redacted]. When Verio purchased Best.com, at some point my domain became http://[redacted]. At no point was it ever communicated that I had a "test URL" and that I needed to use a registered domain.Please provide me with a backup of all my email from when my domain went offline on January 16, 2017.Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint.Mr. [redacted] contacted us on January 5th, 2016 and inquired about the cancellation and refund of SEO services. Our SEO team approved the refund request of $425.00 however, it appears only a portion of the refund promised to Mr....
[redacted] was processed. We can confirm that the SEO services have been canceled and the remaining portion of $175.00 owed to him has been refunded as of February 10th,2016. Sincerely,Startlogic Customer Relations
To whom it may concern:We have attempted to reach out to Ms. [redacted] multiples times through our our research. Our first call to the the complainant was on April 17, 2016. There was no answer so we left a voicemail asking for a call back and we provided a direct number to us. We then called the...
customer again on April 18, 2016 to attempt and resolve this issue. Again, there was no answer so we left a voicemail and provided our contact information.As of now, the customer has been refunded $206.99 for the [redacted] that they purchased. If the Ms. [redacted] feels like they need further assistance, they can feel free to reach out to us so we may address and resolve the issue.Regards,[redacted] 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 rejecting the response because I never had an issue with the auto renewal. The response makes it sound like I was upset because my account was auto renewed. Once again that was not the issue, as I have since renewed my services for over double the amount they were charging as I was looking to upgrade my website. My issue was that they told me their policy was such that if I requested a refund of the renewal, which they said they were happy to do, that they would have to cancel my website immediately and not honor our original contract.Even though they have now refunded my money a stated they would honor our contract, my issue is still the same, they threatened to shut down my website, which I need for business and I couldn't speak with anyone regarding this and for the record the only reason they did reach out to me was thanks to the Revdex.com complaint.I am however happy that they have agreed to honor our original terms
Regards,
[redacted]
We apologize for the confusion. We believed Mr. [redacted] was referring to his [redacted] account. As per our earlier response, we canceled his [redacted] account and issued him a full refund. Mr. [redacted] acknowledged the refund from [redacted]. Once we became aware his Revdex.com complaint was related to our eHost brand, we researched the matter further. Although we have a call on file where Mr. [redacted] states that he signed up the account with eHost, we've refunded all of his payments and have canceled services as he requested.
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. Only one think I would like to mention: I started the cancellation on Nov 1 instead of Nov 30.
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]. Please add your rejection comments below.
A total of $48.86 was charged to my card. Partial payment is not acceptable. Please see attached documentation which is proof of the two charges in question. This is not a refund and refund policies do not play a part in this case. This is a case of fraud which I intend to prosecute as if my request are not met.
Regards,
[redacted]
I will do the very best that I can to make this as brief as possible. Understand that I have written evidence to back up all the facts. On Friday 6/17, all of the email addresses at BOTH of our business websites hosted by PowWeb inexplicably ceased to function. We first contacted customer service via online chat. A support ticket was submitted (and IGNORED) for two days. During these two days, we continued to be without the ability to use our emails. This greatly disrupted our abilities to run both of our business websites. We lost out on numerous opportunities to engage with clients and customers during this time period. Also, there was important correspondence that needed to be sent out... but couldn't. We were paralyzed without an explanation for WHY. On Sunday 6/19, I was desperate for a resolution and went to social media to get ANYONE'S attention at PowWeb. At the time we simply wanted our emails operational again. I had the (dis)pleasure of running across "AC", one of PowWeb's "customer service representatives". AC got our email addresses operational again. However, AC also informed us that both (???) of our websites were infected and had to be scrubbed clean... and that we would have to spend an unknown amount of additional funds to pay PowWeb to scrub the websites clean. (Or we could follow their ridiculously technical and over-complicated instructions for accomplishing this task ourselves.) PowWeb always made it out to be like this was solely our problem. Let me be clear here: this was NOT our problem. After this experience, it has become apparent that their servers are NOT safe. Both of our websites were constructed (months/years ago) on THEIR servers using THEIR web-authoring technology. And it was THEIR servers that got infected!!! This in and of itself disturbs me greatly because I thought I was paying someone to SECURELY host my websites. AC told us in an email that we would receive directions on Monday 6/20 regarding how to handle the corrupt/infected website files... the very same ones that were apparently capable of shutting down not one but TWO sets of email addresses for multiple days. Yes, we were told to WAIT. Even though these "infected" files were apparently so potent and "damaging" to our "reputation", we were told to WAIT until directives were given by PowWeb. Monday came and went... NOTHING. Tuesday came and went... NOTHING. Understandably irritated, I reached out to PowWeb via social media (I've had a previous conflict with PowWeb within the past month... after which I refuse to use their chat feature and/or 1-800 number due to a VERY rude "customer service representative"). From Tuesday until this evening, I've always had to be the one to initiate contact with this company (because they don't care AT ALL about their customers). The conversation has always gone like this: Me: "I want my websites scrubbed clean and I want a written guarantee that I won't have to pay for it"... AC: "We have to handle this over the phone and I cannot guarantee that until we come to an agreement over the phone"... Me: "I will be happy to speak to you on the phone all day long after I receive a guarantee that I won't have to pay a dime for my websites being scrubbed clean, especially after the way I've been treated"... AC: "Unfortunately, I cannot guarantee this. I must call you." Same conversation almost word-for-word... day after day after day. During this tedious process of going back and forth, AC blatantly LIED to me via [redacted] and said that a "security officer will be in touch with you shortly". I didn't know that "shortly" was synonymous with "NEVER". I am still waiting to hear from that security officer. (Checked my SPAM folder... NOT THERE EITHER!) AC has also refused to refrain from being "point of contact" after I explicitly requested that this issue be brought to someone else's attention when it appeared that I was reaching a dead-end. How on EARTH is this "customer service"? Every other time that I've EVER engaged with a business and requested to speak with a direct supervisor or specialist, that request was granted. As the consumer, I have the right to ask for someone else ABOVE this "AC" person to handle this issue. How DARE "AC" deny my request to work with someone else at PowWeb!!! This entire situation has inconvenienced me and frustrated me beyond belief... not to mention COST ME MONEY (i.e. two days without email and access to paying clients). So much WASTED TIME. I simply want the saga to end... and I simply want my website files scrubbed clean... without payment... or involvement in the matter. I have requested this so many times; I might as well be texting with a brick wall. I am DONE with this company. As soon as it is possible, I am moving both of my sites to their closest competitor. I have been a loyal customer for the better part of 13 years... and they DON'T CARE. I have even recommended this company to MANY others over the years. Because of this ALONE, I deserve WAY better than to be treated this way. What they call "customer service" is absolutely appalling. I wouldn't wish having to deal with this company on my worst enemy. As I have requested REPEATEDLY for DAYS... I simply want BOTH of our websites to be scrubbed clean free of charge and free of my involvement in the matter. Also, I want both of my websites to be set to "non-renew" at the end of the current billing cycle. I want NO PROBLEMS when I seek out and transition my websites to another web hosting company.
Our records indicate this customer had initially purchased the Monthly SEOLink Building 5 Keyword package on 11/17 and was charged $224.75 for thisservice. Additionally, the Monthly Target Traffic starter package was alsopurchased in the amount of $242.33, both initiatives being billed monthly....
Bothservices had renewed on 12/12 for the amounts of $249.95 and $224.75 for theMonthly Target Traffic plan and the 5 Keyword Link Building packagerespectfully. A full refund of $224.75 and $249.95 was issued back to the customeron 12/19, and all SEO services have since been canceled. We do apologize forany misunderstanding or confusion that may have been caused.
It does appear the customer emailed us to cancel her iPage hostingaccount multiple times (generally by replying to invoices sent via email).However, we do ask customers to call us to verify their request or complete ouronline cancellation form. The customer completedthe online form on...
06/13/2015 and selected the option to not renew her hostingaccount but did not disable the autorenewal option for her domain name, whichmust be done separately. Therefore, the domain name renewed on 07/13/2015 andthe customer’s [redacted] account was charged $16.99. When the customer contactedus for a refund, we explained the domain renewal charge is not refundable. The customercontacted [redacted] and asked them to reverse the charge, and we initiallydisputed this, but we believe [redacted] did issue a decision in her favor and the funds werereturned to her [redacted] account on 07/15/2015. To avoid future issues, we will also cancel the hosting account, so the customerno longer receives communications from us about her account. If the customerstill needs anything from her account (i.e. files, emails, databases), sheshould contact us immediately otherwise they will be permanently deletedfrom the server and cannot be recovered. Also, her web site will go offline permanently.
To Whom it May Concern,We respond to this complaint as follows. We have reviewed Mr. [redacted]’s complaint and wish to note that the suspension placed on Mr. [redacted]’s domain [redacted].com (the “Domain”) was due to his failure to respond to multiple domain verification emails. To provide some...
context, MyDomain is an ICANN (short for “Internet Corporation for Assigned Names and Numbers”) accredited domain registrar and is therefore required to abide by ICANN’s rules, regulations and policies as well as the Registrar Accreditation Agreement (“RAA”) (available at: [redacted]). This accreditation allows MyDomain to sell domain names. By registering a domain through MyDomain, the domain's registrant agreed to be bound by MyDomain’s Terms of Service and Domain Registration Agreement. 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. In addition, pursuant to the Whois Accuracy Program Specification within the RAA ([redacted]#whois-accuracy), MyDomain is required to contact the registrant of each domain on an annual basis and remind them of their duty to maintain accurate Registration Information. On September 01, 2014, MyDomain sent a reminder to verify that the Registration Information for the Domain was correct. The email was sent to the registrant email address listed on the Domain, which was [redacted] (the “Registrant Email”).Pursuant to MyDomain’s Domain Registration Agreement, failure to respond within ten (10) days to any inquiry by MyDomain concerning the accuracy of the Registration Information is a material breach of the Domain Registration Agreement and as a result, the Domain was suspended on September 17, 2014 and website associated with the Domain went offline.On June 13, 2017 we spoke with Mr. [redacted] and explained the reason for the clientHold on the domain name. We were able to assist him in updating the domain's contact information and successfully verifying the domain name. The domain '[redacted].com' is now verified and the website is resolving. We have advised Mr. [redacted] that if he has any further issues or concerns that he feels have not been resolved, he can contact us and we would be more than happy to assist him.Thank you,MyDomain 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.
[All this company does is repeat themselves and give no resolution. They keep mentioning everything except my referral money. They told me the exact same thing over the phone and through their emails. I wanted a full refund, my referral money, and a credit for the inconvenience. I came to the Revdex.com.org due to the statement mentioned above and if you continue to repeat yourself with no resolution I will take further action. You lost me as a customer but if you continue to scam and rip me off you will loose more then that.
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].
Hello After called Ipage on march 15 I was told the same dame I was going to get my refund, nevertheless I had to call them back 10 days later because I got nothing, the On march 25 I just got a partial refund, then any time I called them I was told I was going to get my refund in few hours, but it wasn't like that because I know how [redacted] works and let me tell you in the last communication I have with an ipage representative they told me I have to wait between 20 to 30 days in order to get the pending amount of the refund ($155.40). Anyways I will do my last try so I will call them to see if is possible to get my refund by credit card like they mention they can provide me, by the way it is the first time I hear from them about this option . Kind regards. [redacted].]
Regards,
[redacted]
To clarify, we refunded 1 charge for Domain Privacy already. We will also refund the 3 remaining Domain Privacy charges as well. However, since she purchased with [redacted] and it has been past 60 days for the remaining charges, we have to manually submit the refund request. This process takes 7 -10 business days. Our billing team will contact the customer once the 3 charges for Domain Privacy have been refunded through [redacted]. We thank the customer for her patience in the meantime.
To Whom It May Concern,We respond as follows to this complaint.Mr. [redacted] contacted us on January 1st,2016 and inquired about charges of $206.37 to his credit card for website and domain services that renewed in December 2015. Mr.[redacted] requested a full refund of $206.37 and the...
request was escalated to our billing team for further review. Our billing department informed Mr.[redacted] that we refunded $155.40 for the hosting renewal and the account has been set to downgrade to a free domain parked account on January 13th, 2016. When customers agree to our terms of service they agree to multiple billing policies. These policies include authoriztion to renew on an automatic basis using the payment method on file as well as require the customer to cancel in writing 30 days prior to renewal. This applies to all services purchased with Fatcow including domains. We also notify our customers of an upcoming renewal using the email that is supplied to us as a point of contact. Thank You,Fatcow Customer Relations
We appreciate the comments raised by the customer and will consider other options so customers can report spam to Homestead, aside from posting on the forum. We realize posting on a forum is not the most convenient way to report spam. We thank the customer for her patience as we discuss/research other options.Thank you.