To whom it may concern,We respond as follows to this complaint. Our system flagged Mr [redacted] on July 11th, 2017 for having a name that is on the United States Specially Designated Nationals list. As a US based company, United States Federal law states that we cannot do business with...
anyone in Iran (IR), Sudan (SD), Syria (SY), Cuba (CU), North Korea (KP), Crimea or who are Specially Designated Nationals (SDNs). When we get a customer who has been flagged as part of the SDN list, we suspend the account and reach out to the customer requesting that they provide us with a government issued ID stating their name and date of birth, to verify they are not one of the Specially Designated Nationals. We sent this notice to Mr [redacted] on July 11th, Mr [redacted] responded back but provided us a Florida ID that did not have his date of birth listed so we were unable to remove the suspension on his account on this date. We did advise Mr [redacted] on July 13th, 2017 to please provide us with his ID showing both his name and date of birth so we could un-suspend his account by verifying his identity. He did provide us with an ID proving he is not the Specially Designated National and we un-suspended his account on July 14th, 2017. Mr [redacted] has not reached out to us since the un-suspension for his account and his site is now live and active. 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.
To do my work I open the database through the control panel. Then after getting into my database I begin my work. So how should I be accessing my database if not through the control panel portal? This back and forth crap is not solving anything. Why doesn't someone in IPOWER management call me, to resolve this issue in 2 minutes! I also noticed they don't give a dam that I am leaving IPOWER. I guess since I don't make money for them they don't care. They had no problem taking my money all these years. What a company. Notice they also didn't answer other questions like how come they don't have this "so called security" issue just for public computers and not for home computers or is that to much trouble or to complex for them to do! If they can't deal with the issues I bring to them from a simple information website I can't imagine them dealing with complex websites. I won't go away! These bs answers and non answers has got to stop! Looks like this compliant will be open for a long time!!!Regards,
[redacted]
The continued presence of files containing malware is aTerms of Service violation and we reserve the right to suspend accounts withmalware present. In fact, as a web host, it’s our responsibility to make suremalware is removed promptly from our servers. The best practice for handlingaccounts with malware present is to immediately take down the website, whichwill prevent hackers from continuing to compromise the account/web site inquestion. This step also prevents further damage to the customer website. Italso prevents visitors to the site from getting infected with malware. Thecustomer may want to review [redacted]’s take on malware:[redacted](note first step is to take down the website)If the website was compromised in January, we wouldrecommend the customer to contact us so we can scan the entire account formalware and provide a report of any infected files. Instead, we found out thatthe website was hacked during a routine scan for malware in April, which led tothe suspension of the account.All this being said, we do think that there is room forimprovement with regards to our handling of the accounts with malware. We willbe looking into ways to make the experience more customer friendly. However, it’sa difficult balance for us, because we also have to consider server securityand the security of visitors accessing customer websites.We thank the customer for his feedback and hope he willcontinue to host with us.
We were able to locate the account username "cloversandclothes"which this customer continued to be billed. We have reviewed the account logsand unfortunately do not see any indication of a previous account cancellationrequest, which would explain why this customer had continued to be billed. Itis...
for this reason that we would not be able to issue a full refund of $53.98each month billed dating back to February of 2014.With this being said, we have issued a refund of $53.98 for the last threemonths being billed totaling $161.94 processed back to this customer’s creditcard. Please allow up to 7 to 10 business days for the refunds to be processedback to your cad. Additionally, if this customer does have any physical proofof a cancellation request dated February of 2014 or prior to, we have requestedthe customer to forward any such documentation to us as we will be glad toreconsider our position at that point. We have since processed an immediateclosure of this customer’s account.
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.
Regards,
[redacted]
Hello, [redacted].com emailed me (Please see screenshot attached) that they would be renewing my account on the Feb, 22 2016 but they took 300.00 out of my account on Feb. 21, 2016, the day before causing my card to be declined while I was out shopping on the 21st. So they did not follow what they saidthey were going to do in their email to me and this is why I am so upset.I had to beg for an apology and remind them this is stealing.Also, yesterday Mar.7, 2016 was the deadline for me to renew my website and we (staff and supervisor) agreed to a discounted price of 130.80 for a two year renewal. AGAIN, they took more money out of my account than we agreed to. We agreed to 130.80 and they took out 140.35 without my permission. They claimed they are going to refund my money in 7-10 business days...I also attached this email in a screen shot. I asked them to send me an email detailing the 2 year package of the plan I negotiated with the staff and his supervisor for 130.80 but have not received it. I asked for it to be sent in an email WITHOUT a link to access it because it is almost impossible to access their website because the passwords you create never work the next time you go back to log in and I can't see these links they send as a result. It is astounding to me that they feel it is ok to take out money from people's accounts when they feel like it and for whatever amount they choose WITHOUT PRIOR APPROVAL OF THE ACCOUNT HOLDER. THIS IS NOT OK AND THEY DO NOT SEEM TO GET THIS NOR DO THEY EVER APOLOGIZE FOR THEIR BEHAVIOR. ISN'T THIS ILLEGAL? I see why they have so many complaints about them. Why do they have an A+ rating with you guys?Thank you,[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].We are getting closer to a resolution. All I'm asking for is service to get my site back up and running as it should be or actual help rebuilding me site in another program. Neither of which has been offered at this point. If [redacted] cannot fix the [redacted] interface problem, they should offer to rebuild the framework of my site in a program they offer that will work. 3 hours of online chat isn't even an honest attempt to help me.My website is well within the bounds of normal content for [redacted] per the user agreement. It is not excessive in bandwidth or pages. It is a paid service that should be serviced as such.
Regards,
[redacted]
It appears the refund of $32.76 was not applied to the customers [redacted] account. Instead of contacting us to let us know he had not received a refund he issued a complaint to the Revdex.com and also issued a chargeback on [redacted] for the full $47.76.We sent an email to the customer on 10/30 stating "We...
received your complaint and thank you for bringing this to our attention. There was a delay with issuing the refund and we'd like to make this right for you. Since you've disputed the transaction with [redacted] and the funds have been held and reversed, we'll need you to reverse the dispute so we can refund the money to you. Let me know how you wish to proceed."The customer replied "Once my account accurately reflects the correct balance and only then willI resolve all disputes."As the customer did a chargeback we technically need him to cancel the dispute with [redacted] so we can issue the refund. As the customer is refusing to do this we did send a partial refund in response to the [redacted] dispute. The customer will need to login to his [redacted] and click on accept to accept the refund of $32.76.At this time we have done everything we can to get the amount of $32.76 back to this customer.Thank you,Endurance International Group
To Whom it may concern, We respond to this complaint as follows.Mr. [redacted] contacted us on January 25, 2015 to cancel his Fatcow account. Upon review of the accounts contact history it appears the advisor Mr. [redacted] spoke to did not cancel the account correctly which resulted in Mr....
[redacted] being charged for services by Fatcow in 2016 and 2017. We can confirm the account has now been successfully cancelled as of January 31,2017 and a refund has been issued in the amount of $[redacted] to Mr. [redacted]'s [redacted] account "f[redacted]" for charges that occurred in January of 2017. Unfortunately, our system does not allow us to issue refunds via [redacted] for charges that occurred over 60 days ago. However, we have submitted a refund request to our Finance team to have the charges that occurred in 2015 and 2016 ( listed below ) refunded back to Mr. [redacted]'s [redacted] account. We have informed Mr. [redacted], that our Finance team processes these refunds on the 10th, 15th, and 25th of each month and he can expect the refunds for 2015 and 2016 to be issued no later than February 10,2016. Refunds to be issued for 2016 SiteLock - [redacted] Refunds to be issued for 2015 The FatCow Plan - [redacted]
SiteLock - [redacted] Site Backups and Restore - [redacted] In closing, we have provided a refresher training to our web advisors on how to properly cancel cus[redacted]ers accounts to prevent this type of scenario from happening in the future. Sincerely, Fatcow Customer Relations
We have reviewed the customer's statements regarding [redacted] services and we disagree with their claims. While it's true that [redacted] may not recognize all forms of malware, especially newer variations, but once the malware definition is added to [redacted]'s database, it will be recognized in the future. Even though we recommend [redacted] services, the customer can still remove the malware on their own, or seek assistance from a webmaster or developer. Many customers find [redacted] services very convenient and the cost is minimal compared to the losses of having a web site offline for a long duration as a result of a malware attack. We note the customer's web site is still vulnerable to another malware attack, even after deleting any files from the account containing malware. According to our records, it would appear the customer is using version 3.9.1 of [redacted], which is not the current version. Our system (via [redacted]) can automatically upgrade the [redacted] install to version 4.3.1, which is the latest version. We would suggest the customer take advantage of this upgrade to minimize the risk of a future attack.
In review of this customer’s complaint, we do acknowledge that a routineserver migration took place back in December 2014. Notice of this migration wasposted in the Homestead customer community forum. Unfortunately during thismigration there was a subset of customer accounts that were impacted by...
thismigration. In this specific case, this customer’s files appeared to have becomecorrupt during the migration. We must emphasize this was never intentional, norwas this situation within our control. It is for this very same reason that weask all customers to manage and maintain regular backup copies of their websitecontent in case a situation such as this should arise. As a gesture of good faith, we had previously issued a refund for one monthof hosting back to this customer, and had previously provided two months ofgoodwill credit to this customer’s account for the inconvenience. Although wecan certainly understand the cost of which this customer may have invested intotheir website build, we are simply not responsible or liable should their websitefiles become corrupt while hosting on our servers. It is true that we offerwebsite design build, unfortunately this is not a situation where we can assistwith the cost of a website rebuild. We would encourage this customer to reviewour Terms of Service and Limitations of Liability which can be found at http://www.homestead.com/legal/legal_useragreement#.VOUg8RC9bmM.We do sincerely apologize for inconvenience this situation may have caused.
To Whom It May Concern,We respond as follows to this complaint. Mr. [redacted] contacted us on October 29, 2016 requesting to cancel and receive a refund for his Domain Privacy which renewed on October 28,2016 for $13.99. This product was canceled and a refund was issued immediately. We notified Mr....
[redacted] via email on September 28, 2016 and October 23, 2016 of this upcoming renewal on his account. Upon receiving this complaint we called Mr. [redacted] on October 31, 2016 and November 1, 2016 to clarify his complaint of being charged for $151.00 as this charge amount did not appear anywhere on his account. We followed our calls up with an email on November 1, 2016 apologizing for his frustrations and requesting clarification. Mr. [redacted] replied to this email on November 2, 2016 advising us that his dissatisfaction was due to the domain privacy service still renewing when the domains were no longer on the account. On February 29, 2016 there had been a Domain Privacy service renewed but he stated he did not notice this until the recent renewal. He had multiple domain privacy services and had since moved the domains associated with them but never canceled these services. Mr. [redacted] was also upset that his previous hosting renewal from August 2016 had increased from the previous year. He contacted us on July 07, 2016 prior to the renewal for his hosting to inquire about the increase. He was advised that $155.40 was our regular renewal rate at that time. As a courtesy, we offered to match the previous years special discount rate of $71.40 for this years renewal, he ag[redacted] and renewed his hosting on July 07, 2016. After receiving Mr. [redacted]'s reply on November 02, 2016 via email, we replied the same day thanking him for his feedback and informing him due to our Domain Privacy service being an add on product they must be canceled in order to prevent renewals. As a courtesy, we added a credit to his account for the Domain Privacy renewal that took place in February 2016. We advised Mr. [redacted] that we had provided him with a special discount rate for his previous hosting renewals and that was the reason he saw an increase. As an additional courtesy, we have set his hosting renewal for 2017 to renew at the same special discounted rate of $71.40 and if he has any additional questions or concerns to feel free to contact us. We have not received any additional contacts from Mr. [redacted] at this time.Thank you,iPage Customer Relations
To Whom it may concern,We respond to this complaint as follows. At this time our affiliate management team is performing a thorough review of Mr. [redacted]'s account and sales in question to ensure that Mr. [redacted]'s promotional method and sales meet the guidelines set forth in the affiliate agreement. Management has confirmed that the review will be complete by October 25,2016 and if the sales are deemed as qualified, payable commissions will be paid out no later than October 31,2016 to Mr. [redacted]'s method of payment. Please note that iPage reserves the right to withhold initial Commissions Fees for Affiliates who are new to the Affiliate program, or who have commissions that are potentially fraudulent as determined by iPage in its sole discretion, to determine the legitimacy and cancellation rates of Referred Customers.http://www.ipage.com/affiliate/affiliateagreement.bmliPage Customer Relations
Our records indicate this customer had initially establish service with ourcompany on 11/2/2013, and paid $45.36 for a three year hosting plan, whichbreaks down to $1.89/month. This plandid include a free domain credit which was applied towards the one yearpurchase of the ‘donglass.com”domain....
On 10/8/2014, this customer had purchased a three year domain renewalto extend the life of this domain through 11/29/2017. The customer was billed$47.97 for the three year renewal. Please note that once a domain has been registered or in this case renewed,this action cannot be reversed, which makes this particular product/servicenon- refundable. Unfortunately it would not be possible to issue this customerfor the equivalent of a two year renewal, as the domain has already beenrenewed for the three years (services already rendered) as initially requested. An email was also sent to the customer on10/8/2014 informing that a refund would not be possible at that point. For clarification, simply issuing a refund does not allow us the ability toroll back the expiration date as this is assigned electronically upon renewal.
Our Corporate Support Team has reached out to this customer to address their
concerns further. Our records indicate this customer has several accounts
currently active on our platform; however we were unable to locate the specific
account concerning this refund request. We kindly ask this...
customer to provide the
specific account username or domain name in question so that we can locate the
appropriate account, and further research the situation.
One thing to note, please understand that our billing system will attempt to
initiate a service renewal up to 15 days prior to the actual service renewal.
This mechanism is in place to 1. Identify potential issues with billing so that
we can notify the respective customer, and 2. Prevent a stoppage in service due
to potential billing issues.
To Whom It May Concern, We respond as follows to this complaint. Mr. [redacted] contacted us on 10/18/2017 and reported issues with his email accounts, and had contacted multiple times up until 10/23/2017 requesting updates about the issue. During the time of the customers contact we had been...
experiencing a couple of known issues with emails on our server. Upon review, and with the assistance of Mr. [redacted]’s feedback we were able to discover that he was being effected by much of the same. On 10/20 customer had been compensated for 3 months hosting due to the inconvenience as well as customer had reported losses incurred by the email issues. Following this the customer contacted once more on 10/23 requesting to cancel their services and have since moved their hosting to Host Gator. With the cancellation we issued the customer a pro-rated refund of $84.95 for the remaining 6.58 months of hosting that was available on the account. In closing, we would like to thank the customer for taking the time to share his thoughts with us. Any and all feedback of mine, as well as your comments, will be shared with our executive management and engineering teams for consideration of what we can do to improve how we respond to these scenarios going forward. Sincerely, Bluehost customer relations team
To the Boston Revdex.com:
I have reviewed the response submitted by the business in reference to Complaint #[redacted].Situations that occurred in the past have been distorted, changed, and/or manipulated by the business. In response to their e-mail ~approximately thirty [30] days before ending a three [3] years contract~ I stipulated that I have been shut out of my web site for almost two months. The reason was because of their Obsessive Compulsive Disorder to force clients to change their Passwords as if terrorists or extraterrestrials were about to invade their servers.In that same response, I further stipulated that I was so disgusted and unhappy by the consequences that I had to pay for their condition that I WILL NOT remain with their service. After reviewing the response, I concluded that they ~additionally~ must have a Learning Disability. As a result, they require an explanation more than once.I now wish to point out that Ms. [redacted] has shown me to be a superior person to those running this service. Furthermore, I hereby end this Complaint #[redacted] stipulating that all monies have been refunded as requested, but not before I sincerely express my thankfulness to the Boston B. B. B. I really do.
Kindly and respectfully yours,
[redacted]
To Whom It May Concern,We respond as follows to this complaint.We have reviewed Mr. [redacted]'s account and contact history with us and can confirm Mr. [redacted] contacted our support team on June 24,2016 regarding an issue he was experiencing with his site builder in which the representative he spoke...
with assisted him on his inquiry. Mr. [redacted] then asked for his plan to be changed from the "Website Gold Plus Hosting" plan billed at $24.99 a month to the "Websites Business package" billed at $20.99 a month due to the issues he was experiencing. Per Mr. [redacted]'s request, the representative changed his plan accordingly. However, we can confirm that we did not receive any contacts from Mr. [redacted] regarding technical issues he may have been experiencing within the past two years prior to his contact made to our support team on June 24,2016. Per our terms of service, we are able to refund charges that occurred within the past three months however, as a gesture of goodwill and due to the inconvenience we have refunded Mr. [redacted] for charges that occurred within the past four months toward the 'Website Gold Plus Hosting' plan for a total of $99.96. The refund was processed to Mr. [redacted]'s credit card on file and can take up to five to ten days to appear in Mr. [redacted]'s bank account. Sincerely,Homestead Customer Relations
To Whom it May Concern,We respond to this complaint as follows.When Mr. [redacted] signed up for his iPage account on June 03, 2014, he purchased the iPage Essential Hosting Plan for 3 years at our special introductory rate of $68.04. Our front of site does have the following disclaimer regarding our...
introductory rates: "* The introductory prices are for the first term of service only and automatically renew at the regular rate." The following day, June 04, 2014, Mr. [redacted] purchased Domain Privacy for 3 years as well in the amount of $29.97. Upon signing up for an account as well as logging into an account with iPage Mr. [redacted] agreed to our Terms of Service which authorizes us to automatically renew using the credit card on file "I.YOU ACKNOWLEDGE, AGREE AND AUTHORIZE US TO AUTOMATICALLY BILL AND/OR CHARGE ON YOUR CREDIT CARD FOR SUCCESSIVE TERMS OF EQUAL LENGTH AS THE INITIAL TERM, UNLESS TERMINATED OR CANCELLED BY EITHER PARTY AS PROVIDED IN SECTION."Please feel free to review our full Terms of Service if you have any further questions - [redacted]Domain Registrations and Hosting are 2 separate services/products and as such they are billed separately and would each need to be cancelled. On April 19, 2017 a 30 day email billing reminder was sent to the email address listed on the account [redacted] to remind Mr. [redacted] of the upcoming automatic 3 year renewal of his iPage Essential Hosting Plan. This email did advise Mr. [redacted] that "All plans and products automatically renew unless you cancel. The renewal will be for the same term length at the regular rates reflected below. The payment method that we have on file will be used for renewals, unless you change it or cancel." On May 19, 2017, Mr. [redacted]'s iPage Essential Hosting Plan automatically renewed for the same 3 year term at our regular renewal rate of $394.20 and the following day his Domain Privacy automatically renewed for the same 3 year term at our current regular renewal rate of $42.99. Unfortunately, we were not notified of his desire to cancel the account until August 07, 2017 which was after he had issued a chargeback dispute with his bank. On June 19, 2017 we were notified by your bank of the chargeback dispute filed for the charge of $437.19 for the 3 year renewal of his iPage Essential Hosting Plan ($394.20) and Domain Privacy ($42.99). When a chargeback is filed, the bank takes back the money that was charged, which in turn puts the product in a default status. Due to the chargeback dispute filed we were no longer in possession of the funds at that time. Mr. [redacted]'s account has now been cancelled and as such will not accrue any further charges. Upon checking the status of the chargeback dispute, we did find that the dispute has now been closed and in our favor. As the dispute was resolved in our favor the money has now been returned back to us. Since Mr. [redacted] cancelled the account, we went ahead and issued a full refund on August 17, 2017 in the amount of $437.19 back to his card. Depending on Mr. [redacted]'s bank merchant it can typically take up to 2-7 days for the bank to release the funds into the account. We have not received any replies from Mr. [redacted] at this time to confirm that he feels this matter is resolved. If Mr. [redacted] has any further issues or concerns that he feels have not been addressed he can contact us and we would be more than happy to assist him.Thank you,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.
Regards,
[redacted]
In a review of this customer’s concerns we have determinedthis customer’s concerns involves two separate accounts on our platform. The“[redacted]” account was initially created on 10/5/2011, as was initially billed atthe introductory rate of 71.40 for a 12 month hosting plan. On 9/20/2012, thehosting...
service was renewed at the regular renewal rate of 107.40, again for a12 month period. On 9/20/2013 the hosting service once more renewed at aslightly increased rate of $113.88, for a 12 month term. Please note thatprices are subject to change as operations costs due increase over time.Although we try our absolute best to minimalize rate increases, this is notalways something we are able to avoid. With this being said, the “[redacted]”account was canceled on 11/4/2014 due to non payment. This customer was sentmultiple notices of this past due occurrence to the [redacted] address. Unfortunatelythe customer simply did not respond back to us in time and the account had beenterminated. Unfortunately we do not have a record of this customer payingfor a two year plan for the “[redacted]” account, therefore it will be thecustomer’s burden to prove the purchase of the two year plan as they mentionedin their codmplaint. The current account surrounding this customer’s concerns islisted under the username “[redacted]net”. This account was purchased on 11/4/2014,and the customer signed up for a two year plan billed at $94.80. With regardsto the email address [redacted].net,our Corporate Support Team has now tested the email functionality, whichappears to be working with no issues. Our team was able to send an email fromour internal [redacted] account, and we were also able to reply from [redacted].net email to our internal[redacted] account. This customer will need to elaborate on their specific emailrelated issue, and provide us the specific error that is preventing thecustomer from sending email on their end.
To whom it may concern,We respond as follows to this complaint. Our system flagged Mr [redacted] on July 11th, 2017 for having a name that is on the United States Specially Designated Nationals list. As a US based company, United States Federal law states that we cannot do business with...
anyone in Iran (IR), Sudan (SD), Syria (SY), Cuba (CU), North Korea (KP), Crimea or who are Specially Designated Nationals (SDNs). When we get a customer who has been flagged as part of the SDN list, we suspend the account and reach out to the customer requesting that they provide us with a government issued ID stating their name and date of birth, to verify they are not one of the Specially Designated Nationals. We sent this notice to Mr [redacted] on July 11th, Mr [redacted] responded back but provided us a Florida ID that did not have his date of birth listed so we were unable to remove the suspension on his account on this date. We did advise Mr [redacted] on July 13th, 2017 to please provide us with his ID showing both his name and date of birth so we could un-suspend his account by verifying his identity. He did provide us with an ID proving he is not the Specially Designated National and we un-suspended his account on July 14th, 2017. Mr [redacted] has not reached out to us since the un-suspension for his account and his site is now live and active. 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.
To do my work I open the database through the control panel. Then after getting into my database I begin my work. So how should I be accessing my database if not through the control panel portal? This back and forth crap is not solving anything. Why doesn't someone in IPOWER management call me, to resolve this issue in 2 minutes! I also noticed they don't give a dam that I am leaving IPOWER. I guess since I don't make money for them they don't care. They had no problem taking my money all these years. What a company. Notice they also didn't answer other questions like how come they don't have this "so called security" issue just for public computers and not for home computers or is that to much trouble or to complex for them to do! If they can't deal with the issues I bring to them from a simple information website I can't imagine them dealing with complex websites. I won't go away! These bs answers and non answers has got to stop! Looks like this compliant will be open for a long time!!!Regards,
[redacted]
The continued presence of files containing malware is aTerms of Service violation and we reserve the right to suspend accounts withmalware present. In fact, as a web host, it’s our responsibility to make suremalware is removed promptly from our servers. The best practice for handlingaccounts with malware present is to immediately take down the website, whichwill prevent hackers from continuing to compromise the account/web site inquestion. This step also prevents further damage to the customer website. Italso prevents visitors to the site from getting infected with malware. Thecustomer may want to review [redacted]’s take on malware:[redacted](note first step is to take down the website)If the website was compromised in January, we wouldrecommend the customer to contact us so we can scan the entire account formalware and provide a report of any infected files. Instead, we found out thatthe website was hacked during a routine scan for malware in April, which led tothe suspension of the account.All this being said, we do think that there is room forimprovement with regards to our handling of the accounts with malware. We willbe looking into ways to make the experience more customer friendly. However, it’sa difficult balance for us, because we also have to consider server securityand the security of visitors accessing customer websites.We thank the customer for his feedback and hope he willcontinue to host with us.
We were able to locate the account username "cloversandclothes"which this customer continued to be billed. We have reviewed the account logsand unfortunately do not see any indication of a previous account cancellationrequest, which would explain why this customer had continued to be billed. Itis...
for this reason that we would not be able to issue a full refund of $53.98each month billed dating back to February of 2014.With this being said, we have issued a refund of $53.98 for the last threemonths being billed totaling $161.94 processed back to this customer’s creditcard. Please allow up to 7 to 10 business days for the refunds to be processedback to your cad. Additionally, if this customer does have any physical proofof a cancellation request dated February of 2014 or prior to, we have requestedthe customer to forward any such documentation to us as we will be glad toreconsider our position at that point. We have since processed an immediateclosure of this customer’s account.
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.
Regards,
[redacted]
Hello, [redacted].com emailed me (Please see screenshot attached) that they would be renewing my account on the Feb, 22 2016 but they took 300.00 out of my account on Feb. 21, 2016, the day before causing my card to be declined while I was out shopping on the 21st. So they did not follow what they saidthey were going to do in their email to me and this is why I am so upset.I had to beg for an apology and remind them this is stealing.Also, yesterday Mar.7, 2016 was the deadline for me to renew my website and we (staff and supervisor) agreed to a discounted price of 130.80 for a two year renewal. AGAIN, they took more money out of my account than we agreed to. We agreed to 130.80 and they took out 140.35 without my permission. They claimed they are going to refund my money in 7-10 business days...I also attached this email in a screen shot. I asked them to send me an email detailing the 2 year package of the plan I negotiated with the staff and his supervisor for 130.80 but have not received it. I asked for it to be sent in an email WITHOUT a link to access it because it is almost impossible to access their website because the passwords you create never work the next time you go back to log in and I can't see these links they send as a result. It is astounding to me that they feel it is ok to take out money from people's accounts when they feel like it and for whatever amount they choose WITHOUT PRIOR APPROVAL OF THE ACCOUNT HOLDER. THIS IS NOT OK AND THEY DO NOT SEEM TO GET THIS NOR DO THEY EVER APOLOGIZE FOR THEIR BEHAVIOR. ISN'T THIS ILLEGAL? I see why they have so many complaints about them. Why do they have an A+ rating with you guys?Thank you,[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].We are getting closer to a resolution. All I'm asking for is service to get my site back up and running as it should be or actual help rebuilding me site in another program. Neither of which has been offered at this point. If [redacted] cannot fix the [redacted] interface problem, they should offer to rebuild the framework of my site in a program they offer that will work. 3 hours of online chat isn't even an honest attempt to help me.My website is well within the bounds of normal content for [redacted] per the user agreement. It is not excessive in bandwidth or pages. It is a paid service that should be serviced as such.
Regards,
[redacted]
It appears the refund of $32.76 was not applied to the customers [redacted] account. Instead of contacting us to let us know he had not received a refund he issued a complaint to the Revdex.com and also issued a chargeback on [redacted] for the full $47.76.We sent an email to the customer on 10/30 stating "We...
received your complaint and thank you for bringing this to our attention. There was a delay with issuing the refund and we'd like to make this right for you. Since you've disputed the transaction with [redacted] and the funds have been held and reversed, we'll need you to reverse the dispute so we can refund the money to you. Let me know how you wish to proceed."The customer replied "Once my account accurately reflects the correct balance and only then willI resolve all disputes."As the customer did a chargeback we technically need him to cancel the dispute with [redacted] so we can issue the refund. As the customer is refusing to do this we did send a partial refund in response to the [redacted] dispute. The customer will need to login to his [redacted] and click on accept to accept the refund of $32.76.At this time we have done everything we can to get the amount of $32.76 back to this customer.Thank you,Endurance International Group
To Whom it may concern, We respond to this complaint as follows.Mr. [redacted] contacted us on January 25, 2015 to cancel his Fatcow account. Upon review of the accounts contact history it appears the advisor Mr. [redacted] spoke to did not cancel the account correctly which resulted in Mr....
[redacted] being charged for services by Fatcow in 2016 and 2017. We can confirm the account has now been successfully cancelled as of January 31,2017 and a refund has been issued in the amount of $[redacted] to Mr. [redacted]'s [redacted] account "f[redacted]" for charges that occurred in January of 2017. Unfortunately, our system does not allow us to issue refunds via [redacted] for charges that occurred over 60 days ago. However, we have submitted a refund request to our Finance team to have the charges that occurred in 2015 and 2016 ( listed below ) refunded back to Mr. [redacted]'s [redacted] account. We have informed Mr. [redacted], that our Finance team processes these refunds on the 10th, 15th, and 25th of each month and he can expect the refunds for 2015 and 2016 to be issued no later than February 10,2016. Refunds to be issued for 2016 SiteLock - [redacted] Refunds to be issued for 2015 The FatCow Plan - [redacted]
SiteLock - [redacted] Site Backups and Restore - [redacted] In closing, we have provided a refresher training to our web advisors on how to properly cancel cus[redacted]ers accounts to prevent this type of scenario from happening in the future. Sincerely, Fatcow Customer Relations
We have reviewed the customer's statements regarding [redacted] services and we disagree with their claims. While it's true that [redacted] may not recognize all forms of malware, especially newer variations, but once the malware definition is added to [redacted]'s database, it will be recognized in the future. Even though we recommend [redacted] services, the customer can still remove the malware on their own, or seek assistance from a webmaster or developer. Many customers find [redacted] services very convenient and the cost is minimal compared to the losses of having a web site offline for a long duration as a result of a malware attack. We note the customer's web site is still vulnerable to another malware attack, even after deleting any files from the account containing malware. According to our records, it would appear the customer is using version 3.9.1 of [redacted], which is not the current version. Our system (via [redacted]) can automatically upgrade the [redacted] install to version 4.3.1, which is the latest version. We would suggest the customer take advantage of this upgrade to minimize the risk of a future attack.
In review of this customer’s complaint, we do acknowledge that a routineserver migration took place back in December 2014. Notice of this migration wasposted in the Homestead customer community forum. Unfortunately during thismigration there was a subset of customer accounts that were impacted by...
thismigration. In this specific case, this customer’s files appeared to have becomecorrupt during the migration. We must emphasize this was never intentional, norwas this situation within our control. It is for this very same reason that weask all customers to manage and maintain regular backup copies of their websitecontent in case a situation such as this should arise. As a gesture of good faith, we had previously issued a refund for one monthof hosting back to this customer, and had previously provided two months ofgoodwill credit to this customer’s account for the inconvenience. Although wecan certainly understand the cost of which this customer may have invested intotheir website build, we are simply not responsible or liable should their websitefiles become corrupt while hosting on our servers. It is true that we offerwebsite design build, unfortunately this is not a situation where we can assistwith the cost of a website rebuild. We would encourage this customer to reviewour Terms of Service and Limitations of Liability which can be found at http://www.homestead.com/legal/legal_useragreement#.VOUg8RC9bmM.We do sincerely apologize for inconvenience this situation may have caused.
To Whom It May Concern,We respond as follows to this complaint. Mr. [redacted] contacted us on October 29, 2016 requesting to cancel and receive a refund for his Domain Privacy which renewed on October 28,2016 for $13.99. This product was canceled and a refund was issued immediately. We notified Mr....
[redacted] via email on September 28, 2016 and October 23, 2016 of this upcoming renewal on his account. Upon receiving this complaint we called Mr. [redacted] on October 31, 2016 and November 1, 2016 to clarify his complaint of being charged for $151.00 as this charge amount did not appear anywhere on his account. We followed our calls up with an email on November 1, 2016 apologizing for his frustrations and requesting clarification. Mr. [redacted] replied to this email on November 2, 2016 advising us that his dissatisfaction was due to the domain privacy service still renewing when the domains were no longer on the account. On February 29, 2016 there had been a Domain Privacy service renewed but he stated he did not notice this until the recent renewal. He had multiple domain privacy services and had since moved the domains associated with them but never canceled these services. Mr. [redacted] was also upset that his previous hosting renewal from August 2016 had increased from the previous year. He contacted us on July 07, 2016 prior to the renewal for his hosting to inquire about the increase. He was advised that $155.40 was our regular renewal rate at that time. As a courtesy, we offered to match the previous years special discount rate of $71.40 for this years renewal, he ag[redacted] and renewed his hosting on July 07, 2016. After receiving Mr. [redacted]'s reply on November 02, 2016 via email, we replied the same day thanking him for his feedback and informing him due to our Domain Privacy service being an add on product they must be canceled in order to prevent renewals. As a courtesy, we added a credit to his account for the Domain Privacy renewal that took place in February 2016. We advised Mr. [redacted] that we had provided him with a special discount rate for his previous hosting renewals and that was the reason he saw an increase. As an additional courtesy, we have set his hosting renewal for 2017 to renew at the same special discounted rate of $71.40 and if he has any additional questions or concerns to feel free to contact us. We have not received any additional contacts from Mr. [redacted] at this time.Thank you,iPage Customer Relations
To Whom it may concern,We respond to this complaint as follows. At this time our affiliate management team is performing a thorough review of Mr. [redacted]'s account and sales in question to ensure that Mr. [redacted]'s promotional method and sales meet the guidelines set forth in the affiliate agreement. Management has confirmed that the review will be complete by October 25,2016 and if the sales are deemed as qualified, payable commissions will be paid out no later than October 31,2016 to Mr. [redacted]'s method of payment. Please note that iPage reserves the right to withhold initial Commissions Fees for Affiliates who are new to the Affiliate program, or who have commissions that are potentially fraudulent as determined by iPage in its sole discretion, to determine the legitimacy and cancellation rates of Referred Customers.http://www.ipage.com/affiliate/affiliateagreement.bmliPage Customer Relations
Our records indicate this customer had initially establish service with ourcompany on 11/2/2013, and paid $45.36 for a three year hosting plan, whichbreaks down to $1.89/month. This plandid include a free domain credit which was applied towards the one yearpurchase of the ‘donglass.com”domain....
On 10/8/2014, this customer had purchased a three year domain renewalto extend the life of this domain through 11/29/2017. The customer was billed$47.97 for the three year renewal. Please note that once a domain has been registered or in this case renewed,this action cannot be reversed, which makes this particular product/servicenon- refundable. Unfortunately it would not be possible to issue this customerfor the equivalent of a two year renewal, as the domain has already beenrenewed for the three years (services already rendered) as initially requested. An email was also sent to the customer on10/8/2014 informing that a refund would not be possible at that point. For clarification, simply issuing a refund does not allow us the ability toroll back the expiration date as this is assigned electronically upon renewal.
Our Corporate Support Team has reached out to this customer to address their
concerns further. Our records indicate this customer has several accounts
currently active on our platform; however we were unable to locate the specific
account concerning this refund request. We kindly ask this...
customer to provide the
specific account username or domain name in question so that we can locate the
appropriate account, and further research the situation.
One thing to note, please understand that our billing system will attempt to
initiate a service renewal up to 15 days prior to the actual service renewal.
This mechanism is in place to 1. Identify potential issues with billing so that
we can notify the respective customer, and 2. Prevent a stoppage in service due
to potential billing issues.
To Whom It May Concern, We respond as follows to this complaint. Mr. [redacted] contacted us on 10/18/2017 and reported issues with his email accounts, and had contacted multiple times up until 10/23/2017 requesting updates about the issue. During the time of the customers contact we had been...
experiencing a couple of known issues with emails on our server. Upon review, and with the assistance of Mr. [redacted]’s feedback we were able to discover that he was being effected by much of the same. On 10/20 customer had been compensated for 3 months hosting due to the inconvenience as well as customer had reported losses incurred by the email issues. Following this the customer contacted once more on 10/23 requesting to cancel their services and have since moved their hosting to Host Gator. With the cancellation we issued the customer a pro-rated refund of $84.95 for the remaining 6.58 months of hosting that was available on the account. In closing, we would like to thank the customer for taking the time to share his thoughts with us. Any and all feedback of mine, as well as your comments, will be shared with our executive management and engineering teams for consideration of what we can do to improve how we respond to these scenarios going forward. Sincerely, Bluehost customer relations team
To the Boston Revdex.com:
I have reviewed the response submitted by the business in reference to Complaint #[redacted].Situations that occurred in the past have been distorted, changed, and/or manipulated by the business. In response to their e-mail ~approximately thirty [30] days before ending a three [3] years contract~ I stipulated that I have been shut out of my web site for almost two months. The reason was because of their Obsessive Compulsive Disorder to force clients to change their Passwords as if terrorists or extraterrestrials were about to invade their servers.In that same response, I further stipulated that I was so disgusted and unhappy by the consequences that I had to pay for their condition that I WILL NOT remain with their service. After reviewing the response, I concluded that they ~additionally~ must have a Learning Disability. As a result, they require an explanation more than once.I now wish to point out that Ms. [redacted] has shown me to be a superior person to those running this service. Furthermore, I hereby end this Complaint #[redacted] stipulating that all monies have been refunded as requested, but not before I sincerely express my thankfulness to the Boston B. B. B. I really do.
Kindly and respectfully yours,
[redacted]
To Whom It May Concern,We respond as follows to this complaint.We have reviewed Mr. [redacted]'s account and contact history with us and can confirm Mr. [redacted] contacted our support team on June 24,2016 regarding an issue he was experiencing with his site builder in which the representative he spoke...
with assisted him on his inquiry. Mr. [redacted] then asked for his plan to be changed from the "Website Gold Plus Hosting" plan billed at $24.99 a month to the "Websites Business package" billed at $20.99 a month due to the issues he was experiencing. Per Mr. [redacted]'s request, the representative changed his plan accordingly. However, we can confirm that we did not receive any contacts from Mr. [redacted] regarding technical issues he may have been experiencing within the past two years prior to his contact made to our support team on June 24,2016. Per our terms of service, we are able to refund charges that occurred within the past three months however, as a gesture of goodwill and due to the inconvenience we have refunded Mr. [redacted] for charges that occurred within the past four months toward the 'Website Gold Plus Hosting' plan for a total of $99.96. The refund was processed to Mr. [redacted]'s credit card on file and can take up to five to ten days to appear in Mr. [redacted]'s bank account. Sincerely,Homestead Customer Relations
To Whom it May Concern,We respond to this complaint as follows.When Mr. [redacted] signed up for his iPage account on June 03, 2014, he purchased the iPage Essential Hosting Plan for 3 years at our special introductory rate of $68.04. Our front of site does have the following disclaimer regarding our...
introductory rates: "* The introductory prices are for the first term of service only and automatically renew at the regular rate." The following day, June 04, 2014, Mr. [redacted] purchased Domain Privacy for 3 years as well in the amount of $29.97. Upon signing up for an account as well as logging into an account with iPage Mr. [redacted] agreed to our Terms of Service which authorizes us to automatically renew using the credit card on file "I.YOU ACKNOWLEDGE, AGREE AND AUTHORIZE US TO AUTOMATICALLY BILL AND/OR CHARGE ON YOUR CREDIT CARD FOR SUCCESSIVE TERMS OF EQUAL LENGTH AS THE INITIAL TERM, UNLESS TERMINATED OR CANCELLED BY EITHER PARTY AS PROVIDED IN SECTION."Please feel free to review our full Terms of Service if you have any further questions - [redacted]Domain Registrations and Hosting are 2 separate services/products and as such they are billed separately and would each need to be cancelled. On April 19, 2017 a 30 day email billing reminder was sent to the email address listed on the account [redacted] to remind Mr. [redacted] of the upcoming automatic 3 year renewal of his iPage Essential Hosting Plan. This email did advise Mr. [redacted] that "All plans and products automatically renew unless you cancel. The renewal will be for the same term length at the regular rates reflected below. The payment method that we have on file will be used for renewals, unless you change it or cancel." On May 19, 2017, Mr. [redacted]'s iPage Essential Hosting Plan automatically renewed for the same 3 year term at our regular renewal rate of $394.20 and the following day his Domain Privacy automatically renewed for the same 3 year term at our current regular renewal rate of $42.99. Unfortunately, we were not notified of his desire to cancel the account until August 07, 2017 which was after he had issued a chargeback dispute with his bank. On June 19, 2017 we were notified by your bank of the chargeback dispute filed for the charge of $437.19 for the 3 year renewal of his iPage Essential Hosting Plan ($394.20) and Domain Privacy ($42.99). When a chargeback is filed, the bank takes back the money that was charged, which in turn puts the product in a default status. Due to the chargeback dispute filed we were no longer in possession of the funds at that time. Mr. [redacted]'s account has now been cancelled and as such will not accrue any further charges. Upon checking the status of the chargeback dispute, we did find that the dispute has now been closed and in our favor. As the dispute was resolved in our favor the money has now been returned back to us. Since Mr. [redacted] cancelled the account, we went ahead and issued a full refund on August 17, 2017 in the amount of $437.19 back to his card. Depending on Mr. [redacted]'s bank merchant it can typically take up to 2-7 days for the bank to release the funds into the account. We have not received any replies from Mr. [redacted] at this time to confirm that he feels this matter is resolved. If Mr. [redacted] has any further issues or concerns that he feels have not been addressed he can contact us and we would be more than happy to assist him.Thank you,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.
Regards,
[redacted]
In a review of this customer’s concerns we have determinedthis customer’s concerns involves two separate accounts on our platform. The“[redacted]” account was initially created on 10/5/2011, as was initially billed atthe introductory rate of 71.40 for a 12 month hosting plan. On 9/20/2012, thehosting...
service was renewed at the regular renewal rate of 107.40, again for a12 month period. On 9/20/2013 the hosting service once more renewed at aslightly increased rate of $113.88, for a 12 month term. Please note thatprices are subject to change as operations costs due increase over time.Although we try our absolute best to minimalize rate increases, this is notalways something we are able to avoid. With this being said, the “[redacted]”account was canceled on 11/4/2014 due to non payment. This customer was sentmultiple notices of this past due occurrence to the [redacted] address. Unfortunatelythe customer simply did not respond back to us in time and the account had beenterminated. Unfortunately we do not have a record of this customer payingfor a two year plan for the “[redacted]” account, therefore it will be thecustomer’s burden to prove the purchase of the two year plan as they mentionedin their codmplaint. The current account surrounding this customer’s concerns islisted under the username “[redacted]net”. This account was purchased on 11/4/2014,and the customer signed up for a two year plan billed at $94.80. With regardsto the email address [redacted].net,our Corporate Support Team has now tested the email functionality, whichappears to be working with no issues. Our team was able to send an email fromour internal [redacted] account, and we were also able to reply from [redacted].net email to our internal[redacted] account. This customer will need to elaborate on their specific emailrelated issue, and provide us the specific error that is preventing thecustomer from sending email on their end.