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.
[That is a disingenuous response. They know I initially misworded my request about the DNS request as it was immediately clarified by me and we exchanged a series of comments clarifying that very point (none of which they mention here). I asked for my DNS name servers to be redirected to take my websites offline (or for them to take whatever steps were required to get the websites offline) and not that they take down the entire system. I specifically emphacized that and reiterated the need to take the websites offline in several subsequent communications. It is SOP to take an infected website offline yet they refused to do so. I have taken many hours of effort to remove the virus and malware from my site (some of which appeared on 24 October) so I believe that the websites will be safe again very soon.I can go on but see no point. If you want more information I am quite happy to share my entire email communications from and to them. You can then compare it to their reply to you.Either these people are being something less than honest in their response or they are incompetent and know nothing about computing. I cannot believe the latter can be true of any webhost.So far they have twice undone my efforts to clean my website.I have heard no response to an ongoing conversations within my open tickets (plural) so saying that I can contact them seems wrong. In fact since this entire thing began and I submitted a trouble ticket on 8 October the only interactions I've had with their tech support was less than a two day window beginning around 8AM the morning immediately after I lodged a complaint with Revdex.com. It is now the 27th and my site has been left online almost the entire period while running malware (despite repeated direct requests from me to take the sites offline until after the malware was removed - that particular failure is inexplicable for any webhost). The fact the original hacking occurred in late September means my sites have been spreading malicious scripts for a full month.I finally, as of today, almost have my websites cleaned of malware. I hope to complete that entirely within the coming day when the present malware and virus scan finishes.
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.
We respond as follows to this complaint. Mr [redacted] signed up for our services on March 30th, 2016 for an annual plan with iPage. We did reach out to him via email ([redacted]) on February 13th, 2017 and on March 10th, 2017, to inform him of the auto renewal that would charge...
to his [redacted] on March 15th, 2017. He did contact us on March 15th, 2017 after these charges occurred inquiring about what the charges were for. At that time he put in the request to downgrade the account and receive a refund. Our representative did attempt at that time to refund the $155.40 however our system failed to process. At this time we have attempted once again to refund this amount back to his [redacted] but appear to be experiencing issues and we are working with [redacted] to resolve this and will be updating Mr [redacted] of any updates or developments. We have also attempted to contact Mr [redacted] in attempt to refund this amount onto a credit card to speed up the process and have yet to receive a reply. We will continue to work towards a resolution and to get Mr [redacted] a refund.Sincerely,iPage Customer Relations
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted] P.S. however they never do address why they do not respond to their customers
To Whom It May Concern,We respond as follows to this complaint.Ms. [redacted] contacted us on October 11,2016 regarding issues she was experiencing with her [redacted] website. It appears the issue was related to the W3 Total Cache plugin that was installed to Ms. [redacted] site.Our technical...
tier three team was able to replicate the issue that Ms. [redacted] was experiencing and have resolved the issue by disabling the W3 Total Cache plugin. In addition, per our billing policy we are able to issue a refund for services if the customer cancels their subscription within 30 days of signup. Although, we would love to keep Ms. [redacted] as a customer, we do understand that she must do what is best for her and her business. We have informed Ms. [redacted] that we can make an exception to policy and issue a prorated refund if she decides to cancel the account. As a gesture of goodwill, we have applied three months worth of credit to Ms. [redacted] account. The credit is available for use now and will automatically apply toward any existing renewals or new purchases.Sincerely,Fatcow Customer Relations
To Whom it May Concern,We respond to this complaint as follows. Ms. [redacted] contacted us on August 9, 2016 and purchased our tailored design [redacted] service. Upon purchasing the design service, Ms. [redacted] was informed of the design process in which we inform customers that our design team will...
create a site using images and content provided by the customer. During the design process the design representative will perform two site reviews with the customer. This is done so that the customer is able to review the design and confirm that the design fits their needs or request any changes needed prior to the website going live. On August 16, 2016 Ms. [redacted] was informed that the site was ready to go live and was provided with the admin credentials to login to the dashboard of the new website along with the additional steps that needed to be taken to ensure the site was live on the web. It appears Ms. [redacted] had some issues after the site was launched.We have reviewed the communication between Ms. [redacted] and our web design team and do feel we that we could have done a better job at communicating with Ms. [redacted] and feel there is room for improvement. At this time we have passed Ms. [redacted]'s feedback regarding her customer experience along to our design management team and have provided the proper coaching to the the design agent who handled Ms. [redacted]'s design project to ensure clear communication with our customers. As a courtesy due to Ms. [redacted]'s dissatisfaction with the initial website design and issues with the launch, our design team is working with her to rebuild an entirely new website. Thank you,iPage Customer Relations
To Whom it may concern,We respond to this rebuttal as follows.We have performed a thorough review of Ms. [redacted] account as well as her contact history and as stated in our initial response we have been able unable to locate any contacts made to our support team by Ms. [redacted] in 2015 requesting a cancellation. In addition, we can confirm that the credit card ending in [redacted] was the credit card charged toward the renewal services. Generally, credit card companies or bank institutions will allow a reoccurring charge to go through on an a credit card that has expired or canceled as long as the bank account that the credit is associated to the credit card is still active and open. We would like to apologize to Ms. [redacted] for any inconvenience this matter may have caused her and would like to thank Ms. [redacted] for providing us with her feedback in regards to her customer experience with us. Feedback from current customers or previous is always appreciated as we are always looking for ways to improve our servicesSincerely,iPage Customer Relations
In response to this complaint, it is very true that it can take approximately3 to 6 months at the earliest to start noticing results from an SEO campaign.Results will vary depending on the links being used along with the type ofcampaign subscribed. In a way of background, SEO Gears is a partner of...
theipage brand offering Search Engine Optimization and Marketing services to iPagecustomers. Therefore, if a customer were to cancel their SEO service, theywould actually contact iPage as their web hosting service provider. At thistime it does appear the SEO services have now been fully canceled from this customer’saccount. We do apologize for any inconvenience this experience may have caused.
To Whom it May Concern,We respond to this complaint as follows. Upon receiving this complaint and the additional follow up information with provided screenshots we were able to determine that Mr. [redacted] had created two accounts. One account was created on November 02, 2015 and the second account...
was setup on November 10, 2015. Mr. [redacted] canceled the first account on November 23, 2015 and was issued a refund in the amount of $16.99. The second account he purchased a quartly hosting plan which was renewed for a 1 year term on February 05, 2016. Mr. [redacted] contacted our support for assistance with information on how to transfer his domain name to iPage as well as uploading his website files to his new hosting account on multiple occasions. On December 27, 2016, Mr. [redacted] contacted our support in reference to an email he receive reminding him of his upcoming renewal for his account. He advised our support agent that the account should have been canceled and requested a refund for the renewal that took place on February 05, 2016. The agent he spoke with advised him that he could cancel the account for him but unfortunately we would not be able to refund as it was much outside of our 30 day refund policy. After speaking with Mr. [redacted] on January 05, 2017, it appears he did not realize he had two accounts and believed he had canceled everything on November 23, 2015. Although the renewal had taken place over ten months ago, as a courtesy we have gone ahead and issued Mr. [redacted] a refund in the amount of $23.88 back to his card. Both of his accounts are canceled and will not accrue any further charges. Thank you,iPage Customer RelationsTo Whom it May Concern,We respond to this complaint as follows. Upon receiving this complaint and the additional follow up information with provided screenshots we were able to determine that Mr. [redacted] had created two accounts. One account was created on November 02, 2015 and the second account was setup on November 10, 2015. Mr. [redacted] canceled the first account on November 23, 2015 and was issued a refund in the amount of $16.99. The second account he purchased a quartly hosting plan which was renewed for a 1 year term on February 05, 2016. Mr. [redacted] contacted our support for assistance with information on how to transfer his domain name to iPage as well as uploading his website files to his new hosting account on multiple occasions. On December 27, 2016, Mr. [redacted] contacted our support in reference to an email he receive reminding him of his upcoming renewal for his account. He advised our support agent that the account should have been canceled and requested a refund for the renewal that took place on February 05, 2016. The agent he spoke with advised him that he could cancel the account for him but unfortunately we would not be able to refund as it was much outside of our 30 day refund policy. After speaking with Mr. [redacted] on January 05, 2017, it appears he did not realize he had two accounts and believed he had canceled everything on November 23, 2015. Although the renewal had taken place over ten months ago, as a courtesy we have gone ahead and issued Mr. [redacted] a refund in the amount of $23.88 back to his card. Both of his accounts are canceled and will not accrue any further charges. Thank you,iPage Customer Relations
We respond as follows to this complaintMs. [redacted] contacted us on October 5,2015 regarding a cancellation and refund. Ms. [redacted] was on the list for a check refund as of January 2016. However, the check refund was delayed. On April 1, 2016 we stopped payment on the check and processed a...
full refund of $282.65 to an active credit card that was provided to us by Ms. [redacted].Sincerely,iPage Customer Relations
Our records indicate that arefund of $35 for the cancellation fee had been issued back to the customer on12/21/2014, the same day the account had been canceled.
Our Corporate Support Team has reached out to this customer to morethoroughly address this matter. In a way of background this customer hadpreviously signed up for a 30 day trial of the EmaiBrain service, which is anemail based marketing add-on of which we offer to our customers. Unfortunatelywe had...
not seen a prior cancellation request documented for this product, whichultimately renewed on 1/30/2015, and the customer was billed $99.50 for theannual subscription. On 2/3 the customer had contacted our phone support team to cancel theEmailBrain service and obtain a refund for the recent renewal. Our recordsindicate that our team did indeed cancel the product as requested, however itdid appear that the $99.50 refund was actually processed as an account credit,meaning that this amount was added to the customer’s account as store credit tobe applied towards future service renewals versus being processed as an actualrefund. On 2/9 we received a chargeback from this customer’s bank/financial institutionfor the $99.50 transaction.Unfortunately because of the chargeback, the customer’s account was placed in a“past due” status. In a good faitheffort to resolve this matter our team had re-enabled account services for thiscustomer on 2/11, and had informed that in order to resolve this matter we wouldeither need the amount of $99.50 paid back with the chargeback fees waived sothat we could re-issue the refund appropriately, or have the customer’sbank/financial institution process a chargeback reversal so that we couldre-issue the refunds appropriately. Either of these options would resolve thismatter, and allow us to clear any billing flags still imposed on the customer’saccount. As of 2/16 we have yet to see the chargeback reversal posted in our Merchantaccount. Typically a chargeback reversal can take several weeks to post. Toaddress this more expeditiously we have asked this customer to forward us aletter or physical proof from the bank showing that the chargeback reversal hasbeen engaged. This will allow us to issue the refund at a quicker rate.
To Whom it May Concern,We respond to this complaint as follows. Upon receiving Mr. [redacted]'s rebuttal we reached out to him again to address his feedback and were able to come to an amicable resolution. Thank you,FatCow Customer Relations
To Whome it may concern,We respond to this complaint as follows:Mr. [redacted] contaced us on May 23, 2017 to cancel his account. We can confirm that the cancellation request submitted properly. However, due to a glitch in our system, it appears that Mr. [redacted] was still charged $238.80 USD for the...
account renewal on July 9, 2017.Upon further review of Mr. [redacted]'s account, we have confirmed that the hosting was cancelled and the account was downgraded to a domain parked account on July 9, 2017. We can also confirm that a refund was processed back to the credit card charged ending in: [redacted]. Typically we cannot issue a refund for foreign exchange rates, as the charge did not come from us. However, as this was an error in our system, we are more than happy to credit Mr. [redacted] for the exchange fee assessed to him by his financial institution. We have reached out to Mr. [redacted] and have asked him to provide us with a bank statement showing that an exchange rate was charged. Once we receive the bank statement we'll be able to issue a refund. At this time, we have not heard back from Mr. [redacted] and ask that Mr. [redacted] reply to the email sent to [redacted] on September 6, 2017.Sincerely,Netfirms Customer Relations
To Whom It May Concern, We respond as follows to this complaint. On Jan. 12th. 2016, Mrs. [redacted] reached out to our support staff to see if she could set her hosting account, domain, and products/addons to manual renew. This action would effectively let her account live out its life until the...
paid terms ended and the account would then be deleted. This interaction was set up through email. Our agents misunderstood what Mrs. [redacted] was requesting and left two products set to auto renew; Directory Listing, SiteLock and SubmitNet - Basic Submission. When these products came up for renewal they were charged to the card we had on file. The card was expired as Mrs. [redacted] was letting the account live out its term and did not need anything current on file. These three products then went into their past due stage which set her account to be suspended. We received Mrs. [redacted]’s Revdex.com complaint on Feb. 17th, 2016. In her complaint she states that after clear instruction we had left products on her account to renew and then had shut down her account when they went into a past due status. On Feb. 18th, Mrs. [redacted] was able to get in contact with our Billing Support team who was able to resolve her billing issue by canceling the offending products and lifting the suspension on her account. Per Mrs. [redacted] Revdex.com complaint, her request to rectify what had happened would be to have the billing mishap corrected and her website services restored. Since this resolution we have reached out to Mrs [redacted] to follow up on her customer service experience. She has stated that, although she was very frustrated by how the situation was handled, that her issue is resolved. Our stance on this issue is that we have left our offer for compensation open has we still wish to work with any lingering frustrations that Mrs. [redacted] is facing due to her customer service experience up to this point.
HelloWe respond as follows to this complaint. The customer has already initiated the transfer on our end. At this time we do consider this issue resolved.Thank you,[redacted]
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]
According to our records, the customer has multiple issues with his account, mainly because he continues to hit the limit for open connections and mysql queries on the VPS server. He has multiple tickets open in May due to the resulting down time. We have reached out to the customer and added...
6 months of credit which is the equivalent $120 dollar value on the account as a show good faith. We have also informed our customer that he can manage the queries and open connections on his server to avoid this issue from occurring again.
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.
[That is a disingenuous response. They know I initially misworded my request about the DNS request as it was immediately clarified by me and we exchanged a series of comments clarifying that very point (none of which they mention here). I asked for my DNS name servers to be redirected to take my websites offline (or for them to take whatever steps were required to get the websites offline) and not that they take down the entire system. I specifically emphacized that and reiterated the need to take the websites offline in several subsequent communications. It is SOP to take an infected website offline yet they refused to do so. I have taken many hours of effort to remove the virus and malware from my site (some of which appeared on 24 October) so I believe that the websites will be safe again very soon.I can go on but see no point. If you want more information I am quite happy to share my entire email communications from and to them. You can then compare it to their reply to you.Either these people are being something less than honest in their response or they are incompetent and know nothing about computing. I cannot believe the latter can be true of any webhost.So far they have twice undone my efforts to clean my website.I have heard no response to an ongoing conversations within my open tickets (plural) so saying that I can contact them seems wrong. In fact since this entire thing began and I submitted a trouble ticket on 8 October the only interactions I've had with their tech support was less than a two day window beginning around 8AM the morning immediately after I lodged a complaint with Revdex.com. It is now the 27th and my site has been left online almost the entire period while running malware (despite repeated direct requests from me to take the sites offline until after the malware was removed - that particular failure is inexplicable for any webhost). The fact the original hacking occurred in late September means my sites have been spreading malicious scripts for a full month.I finally, as of today, almost have my websites cleaned of malware. I hope to complete that entirely within the coming day when the present malware and virus scan finishes.
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.
We respond as follows to this complaint. Mr [redacted] signed up for our services on March 30th, 2016 for an annual plan with iPage. We did reach out to him via email ([redacted]) on February 13th, 2017 and on March 10th, 2017, to inform him of the auto renewal that would charge...
to his [redacted] on March 15th, 2017. He did contact us on March 15th, 2017 after these charges occurred inquiring about what the charges were for. At that time he put in the request to downgrade the account and receive a refund. Our representative did attempt at that time to refund the $155.40 however our system failed to process. At this time we have attempted once again to refund this amount back to his [redacted] but appear to be experiencing issues and we are working with [redacted] to resolve this and will be updating Mr [redacted] of any updates or developments. We have also attempted to contact Mr [redacted] in attempt to refund this amount onto a credit card to speed up the process and have yet to receive a reply. We will continue to work towards a resolution and to get Mr [redacted] a refund.Sincerely,iPage Customer Relations
Please see attached response. Thank you.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted] P.S. however they never do address why they do not respond to their customers
To Whom It May Concern,We respond as follows to this complaint.Ms. [redacted] contacted us on October 11,2016 regarding issues she was experiencing with her [redacted] website. It appears the issue was related to the W3 Total Cache plugin that was installed to Ms. [redacted] site.Our technical...
tier three team was able to replicate the issue that Ms. [redacted] was experiencing and have resolved the issue by disabling the W3 Total Cache plugin. In addition, per our billing policy we are able to issue a refund for services if the customer cancels their subscription within 30 days of signup. Although, we would love to keep Ms. [redacted] as a customer, we do understand that she must do what is best for her and her business. We have informed Ms. [redacted] that we can make an exception to policy and issue a prorated refund if she decides to cancel the account. As a gesture of goodwill, we have applied three months worth of credit to Ms. [redacted] account. The credit is available for use now and will automatically apply toward any existing renewals or new purchases.Sincerely,Fatcow Customer Relations
To Whom it May Concern,We respond to this complaint as follows. Ms. [redacted] contacted us on August 9, 2016 and purchased our tailored design [redacted] service. Upon purchasing the design service, Ms. [redacted] was informed of the design process in which we inform customers that our design team will...
create a site using images and content provided by the customer. During the design process the design representative will perform two site reviews with the customer. This is done so that the customer is able to review the design and confirm that the design fits their needs or request any changes needed prior to the website going live. On August 16, 2016 Ms. [redacted] was informed that the site was ready to go live and was provided with the admin credentials to login to the dashboard of the new website along with the additional steps that needed to be taken to ensure the site was live on the web. It appears Ms. [redacted] had some issues after the site was launched.We have reviewed the communication between Ms. [redacted] and our web design team and do feel we that we could have done a better job at communicating with Ms. [redacted] and feel there is room for improvement. At this time we have passed Ms. [redacted]'s feedback regarding her customer experience along to our design management team and have provided the proper coaching to the the design agent who handled Ms. [redacted]'s design project to ensure clear communication with our customers. As a courtesy due to Ms. [redacted]'s dissatisfaction with the initial website design and issues with the launch, our design team is working with her to rebuild an entirely new website. Thank you,iPage Customer Relations
To Whom it may concern,We respond to this rebuttal as follows.We have performed a thorough review of Ms. [redacted] account as well as her contact history and as stated in our initial response we have been able unable to locate any contacts made to our support team by Ms. [redacted] in 2015 requesting a cancellation. In addition, we can confirm that the credit card ending in [redacted] was the credit card charged toward the renewal services. Generally, credit card companies or bank institutions will allow a reoccurring charge to go through on an a credit card that has expired or canceled as long as the bank account that the credit is associated to the credit card is still active and open. We would like to apologize to Ms. [redacted] for any inconvenience this matter may have caused her and would like to thank Ms. [redacted] for providing us with her feedback in regards to her customer experience with us. Feedback from current customers or previous is always appreciated as we are always looking for ways to improve our servicesSincerely,iPage Customer Relations
In response to this complaint, it is very true that it can take approximately3 to 6 months at the earliest to start noticing results from an SEO campaign.Results will vary depending on the links being used along with the type ofcampaign subscribed. In a way of background, SEO Gears is a partner of...
theipage brand offering Search Engine Optimization and Marketing services to iPagecustomers. Therefore, if a customer were to cancel their SEO service, theywould actually contact iPage as their web hosting service provider. At thistime it does appear the SEO services have now been fully canceled from this customer’saccount. We do apologize for any inconvenience this experience may have caused.
To Whom it May Concern,We respond to this complaint as follows. Upon receiving this complaint and the additional follow up information with provided screenshots we were able to determine that Mr. [redacted] had created two accounts. One account was created on November 02, 2015 and the second account...
was setup on November 10, 2015. Mr. [redacted] canceled the first account on November 23, 2015 and was issued a refund in the amount of $16.99. The second account he purchased a quartly hosting plan which was renewed for a 1 year term on February 05, 2016. Mr. [redacted] contacted our support for assistance with information on how to transfer his domain name to iPage as well as uploading his website files to his new hosting account on multiple occasions. On December 27, 2016, Mr. [redacted] contacted our support in reference to an email he receive reminding him of his upcoming renewal for his account. He advised our support agent that the account should have been canceled and requested a refund for the renewal that took place on February 05, 2016. The agent he spoke with advised him that he could cancel the account for him but unfortunately we would not be able to refund as it was much outside of our 30 day refund policy. After speaking with Mr. [redacted] on January 05, 2017, it appears he did not realize he had two accounts and believed he had canceled everything on November 23, 2015. Although the renewal had taken place over ten months ago, as a courtesy we have gone ahead and issued Mr. [redacted] a refund in the amount of $23.88 back to his card. Both of his accounts are canceled and will not accrue any further charges. Thank you,iPage Customer RelationsTo Whom it May Concern,We respond to this complaint as follows. Upon receiving this complaint and the additional follow up information with provided screenshots we were able to determine that Mr. [redacted] had created two accounts. One account was created on November 02, 2015 and the second account was setup on November 10, 2015. Mr. [redacted] canceled the first account on November 23, 2015 and was issued a refund in the amount of $16.99. The second account he purchased a quartly hosting plan which was renewed for a 1 year term on February 05, 2016. Mr. [redacted] contacted our support for assistance with information on how to transfer his domain name to iPage as well as uploading his website files to his new hosting account on multiple occasions. On December 27, 2016, Mr. [redacted] contacted our support in reference to an email he receive reminding him of his upcoming renewal for his account. He advised our support agent that the account should have been canceled and requested a refund for the renewal that took place on February 05, 2016. The agent he spoke with advised him that he could cancel the account for him but unfortunately we would not be able to refund as it was much outside of our 30 day refund policy. After speaking with Mr. [redacted] on January 05, 2017, it appears he did not realize he had two accounts and believed he had canceled everything on November 23, 2015. Although the renewal had taken place over ten months ago, as a courtesy we have gone ahead and issued Mr. [redacted] a refund in the amount of $23.88 back to his card. Both of his accounts are canceled and will not accrue any further charges. Thank you,iPage Customer Relations
We respond as follows to this complaintMs. [redacted] contacted us on October 5,2015 regarding a cancellation and refund. Ms. [redacted] was on the list for a check refund as of January 2016. However, the check refund was delayed. On April 1, 2016 we stopped payment on the check and processed a...
full refund of $282.65 to an active credit card that was provided to us by Ms. [redacted].Sincerely,iPage Customer Relations
Our records indicate that arefund of $35 for the cancellation fee had been issued back to the customer on12/21/2014, the same day the account had been canceled.
Our Corporate Support Team has reached out to this customer to morethoroughly address this matter. In a way of background this customer hadpreviously signed up for a 30 day trial of the EmaiBrain service, which is anemail based marketing add-on of which we offer to our customers. Unfortunatelywe had...
not seen a prior cancellation request documented for this product, whichultimately renewed on 1/30/2015, and the customer was billed $99.50 for theannual subscription. On 2/3 the customer had contacted our phone support team to cancel theEmailBrain service and obtain a refund for the recent renewal. Our recordsindicate that our team did indeed cancel the product as requested, however itdid appear that the $99.50 refund was actually processed as an account credit,meaning that this amount was added to the customer’s account as store credit tobe applied towards future service renewals versus being processed as an actualrefund. On 2/9 we received a chargeback from this customer’s bank/financial institutionfor the $99.50 transaction.Unfortunately because of the chargeback, the customer’s account was placed in a“past due” status. In a good faitheffort to resolve this matter our team had re-enabled account services for thiscustomer on 2/11, and had informed that in order to resolve this matter we wouldeither need the amount of $99.50 paid back with the chargeback fees waived sothat we could re-issue the refund appropriately, or have the customer’sbank/financial institution process a chargeback reversal so that we couldre-issue the refunds appropriately. Either of these options would resolve thismatter, and allow us to clear any billing flags still imposed on the customer’saccount. As of 2/16 we have yet to see the chargeback reversal posted in our Merchantaccount. Typically a chargeback reversal can take several weeks to post. Toaddress this more expeditiously we have asked this customer to forward us aletter or physical proof from the bank showing that the chargeback reversal hasbeen engaged. This will allow us to issue the refund at a quicker rate.
To Whom it May Concern,We respond to this complaint as follows. Upon receiving Mr. [redacted]'s rebuttal we reached out to him again to address his feedback and were able to come to an amicable resolution. Thank you,FatCow Customer Relations
To Whome it may concern,We respond to this complaint as follows:Mr. [redacted] contaced us on May 23, 2017 to cancel his account. We can confirm that the cancellation request submitted properly. However, due to a glitch in our system, it appears that Mr. [redacted] was still charged $238.80 USD for the...
account renewal on July 9, 2017.Upon further review of Mr. [redacted]'s account, we have confirmed that the hosting was cancelled and the account was downgraded to a domain parked account on July 9, 2017. We can also confirm that a refund was processed back to the credit card charged ending in: [redacted]. Typically we cannot issue a refund for foreign exchange rates, as the charge did not come from us. However, as this was an error in our system, we are more than happy to credit Mr. [redacted] for the exchange fee assessed to him by his financial institution. We have reached out to Mr. [redacted] and have asked him to provide us with a bank statement showing that an exchange rate was charged. Once we receive the bank statement we'll be able to issue a refund. At this time, we have not heard back from Mr. [redacted] and ask that Mr. [redacted] reply to the email sent to [redacted] on September 6, 2017.Sincerely,Netfirms Customer Relations
To Whom It May Concern, We respond as follows to this complaint. On Jan. 12th. 2016, Mrs. [redacted] reached out to our support staff to see if she could set her hosting account, domain, and products/addons to manual renew. This action would effectively let her account live out its life until the...
paid terms ended and the account would then be deleted. This interaction was set up through email. Our agents misunderstood what Mrs. [redacted] was requesting and left two products set to auto renew; Directory Listing, SiteLock and SubmitNet - Basic Submission. When these products came up for renewal they were charged to the card we had on file. The card was expired as Mrs. [redacted] was letting the account live out its term and did not need anything current on file. These three products then went into their past due stage which set her account to be suspended. We received Mrs. [redacted]’s Revdex.com complaint on Feb. 17th, 2016. In her complaint she states that after clear instruction we had left products on her account to renew and then had shut down her account when they went into a past due status. On Feb. 18th, Mrs. [redacted] was able to get in contact with our Billing Support team who was able to resolve her billing issue by canceling the offending products and lifting the suspension on her account. Per Mrs. [redacted] Revdex.com complaint, her request to rectify what had happened would be to have the billing mishap corrected and her website services restored. Since this resolution we have reached out to Mrs [redacted] to follow up on her customer service experience. She has stated that, although she was very frustrated by how the situation was handled, that her issue is resolved. Our stance on this issue is that we have left our offer for compensation open has we still wish to work with any lingering frustrations that Mrs. [redacted] is facing due to her customer service experience up to this point.
HelloWe respond as follows to this complaint. The customer has already initiated the transfer on our end. At this time we do consider this issue resolved.Thank you,[redacted]
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]
According to our records, the customer has multiple issues with his account, mainly because he continues to hit the limit for open connections and mysql queries on the VPS server. He has multiple tickets open in May due to the resulting down time. We have reached out to the customer and added...
6 months of credit which is the equivalent $120 dollar value on the account as a show good faith. We have also informed our customer that he can manage the queries and open connections on his server to avoid this issue from occurring again.