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
Greetings,As per our homepage, we do state that a $15.00 charge will be assessed if our customer cancels but chooses to keep the domain name. As we understand Ms. [redacted] does not actually want the domain, we have refunded the $15.00 charge back to the card used.We hope this resolves any concerns...
raised but if we can be of further assistance, please let us know.
We sent renewal notifications for both hosting and the domain registration to the email address we had on file. However, it does not appear the customer attempted to cancel the account before the bill date of May 29, 2015 so the account auto-renewed in accordance with our Terms of Service. The...
customer called in multiple times after the hosting renewal was processed to request a prorated refund. However, according to our policy, we do not issue pro-rated refunds under normal circumstances. However, in a show of good faith, we have issued a pro-refund for the hosting in the amount of $71.39 on July 22, 2015.
Thank you. I look forward to the reply from the company and hope I will receive a phone call incase I have any questions. [redacted] is the best number to reach me at. Thank you!
Regards,
[redacted]
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].
I have been waiting to receive the refund ($300), please reopen the complaint as no refund was received.
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint. Ms. [redacted] purchased 16 domain names on November 17, 2016. At that time we were having a sale of $1.99 for the first year registration of a new domain name. After selecting the 16 domain names she wanted to registered she chose to...
create a new account. When registering a new domain name, at the checkout screen it defaults to a 2 year registration in a drop down menu to allow customers to easily see they can register their domains for multiple years. Ms. [redacted] stated when she got to this screen, she changed the first domain to a 1 year term and then a pop up screen came up asking for her contact and billing information which she assumed was to create the new account. After entering all of the information, she thought she would then be able to change the remaining domains to a 1 year term but instead received a thank you for your purchase message. Ms. [redacted] called our support team after this to request an adjustment to this purchase as she was not planning on spending $301.69 on the domains. She was advised it is our policy that domain registrations and renewals are non-refundable as we are unable to take back the registration from the registrar once complete. Upon receiving this complaint, we spoke with Ms. [redacted] by phone on November 22, 2016 and advised her of the reasons for our policy. We attempted to replicate the experience Ms. [redacted] had when registering her domains as this is not how our checkout process works when registering and starting a new account but we were unable to replicate the same issues. Our engineering team is continuing to research the issue she experienced in attempt to replicate and ensure there are no bugs with our checkout process. We were able to come to a resolution with Ms. [redacted] by offering her, as a one time courtesy, to refund back to her card for half of her purchase in the amount of $150.85 as well as a $40.00 account credit. Thank you,iPage Customer Relations
To Whom It May Concern,We respond as follows to this complaint:On October 8, 2017, Ms. [redacted] contacted the Revdex.com to inquire about her experience with our support. After reviewing the account we found that on May 22, 2016, we sent Ms. [redacted] an email to the email address...
"[redacted]", explaining that malware was detected on the domain name "[redacted]" and the website was temporarily suspended until the infected files were either cleaned out or removed from the server. We hope that Ms. [redacted] understands that these security measures are put in to place to protect the visitors of Ms. [redacted] website as well as to protect other customers who are on the same shared platform as her. In order to rectify the issue, an agent suggested the additional product "SiteLock" to help with cleaning out the infected files . SiteLock is a third party product and is a optional service we suggest to customers for issues such as this as many of our customers do not know how to remove infected files on their own. We provided the contact information for SiteLock and also gave an alternative way to go about cleaning the files. Additionally, we provided articles in order to help them navigate the process of cleaning the files on their own. Ms. [redacted] advised our Support that she would contact her web developer before making the decision about SiteLock. It appears that Ms. [redacted] did indeed reach out to SiteLock directly for help with this matter, however Ms. [redacted] did not purchase the services through FatCow, and instead purchased directly from SiteLock. Therefore, we are unable to review the services and account Ms. [redacted] has with SiteLock.On May 26, 2016, SiteLock Confirmed that the files had been cleaned and asked us to re-scan the files and reactivate the website. An email confirming that the files had come back with a clean scan and the website was reactivated, was sent to Ms. [redacted] via email to the admin email on file "[redacted]" which also included suggestions on how to prevent this issue from happening in the future. We can confirm that we have issued a refund in the amount of $90.54 USD to the card ending in 1333 on October 6, 2017. Ms. [redacted] will see this refund in her account within 5-7 business days, however this will depend on her financial institution. Regarding the refund from SiteLock, we are unable to assist in this matter, as previously stated, Ms. [redacted] purchased the services directly through SiteLock themselves. If Ms. [redacted] requests a refund from SiteLock, contacting the company directly, would be the next step.Thank you for bringing this to our Attention.FatCow Compliance Team
Hello Mr. [redacted],Our records do not show that a representative added the Domain Privacy services to your account. This indicates that the Domain Privacy services were added through the normal checkout process on our website. When registering or renewing a domain, you are given the option to opt out of Domain Privacy. Based on our records it appears that the Domain Privacy option was not de-selected or removed from your cart before you authorized the payment. Going forward, Billing Central is a great resource for always knowing what charges are going to be due on your account as well as the email reminders we send before you are billed for any automatic renewal. I hope this information is helpful.Thank you,[redacted] Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
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]
With respect to the customer getting kicked off of our website, this is morethan likely caused if the control panel or File Manager or even the MySQLscreen sits Idle for at least 20 minutes. This is not a glitch; this isactually a security mechanism that we have in place so that if a customer wereusing a publicly shared network and forgets to log out, there is less of achance of an account/website compromise from the customer’s end. This is notsomething that we can actively control from our end. Our suggestion here wouldbe to have the customer keep an additional screen open displaying their controlpanel, and simply make sure there is sustained navigation between pages. Simplyclicking or typing will not be sufficient here as this does not show activerequests being made to the service. With regards to the functionality of the File Manager, we have alreadydiscussed this in our initial response, however to reiterate, depending on thevolume of files, not necessarily the size being managed within the File Managerthere may be periodic periods of slowness. If the customer experiences this,this is an indication there is a greater amount of load being placed on theserver to call up their files. With this being said, at the time of thisresponse our Corporate Support Team did make an assessment of this customer’sFile Manager, and our team was able to access the File Manager with no issues,as well as navigate through different files with no lag in speed or responsetime to report.
To Whom It May Concern,We respond as follows to this complaint.Mr. [redacted] contacted us on November 18th, 2016 and inquired about a charge of $179.40 on his credit card. The Web Advisor that he has spoken with misinformed him stating that this was only due to the rising cost of technology and...
support resources and offered Mr. [redacted] a reduced price for hosting, but has declined the offer. Mr. [redacted]'s account was created on November 26th, 2014 with an introductory promotional hosting service the "Customer Appreciation Plan" that included a free registration of a domain name. The promotion was for Mr. [redacted] to be billed $12.00 once for 12 months. After 12 months, regular rates would apply.We have provided the necessary coaching to the advisor Mr. [redacted] spoke to, to ensure we are setting the right expectations with our customers. We have reviewed Mr. [redacted]'s account history, and we show no activity from within the account and likely the services have never been used.Per our Billing policy we are able to issue a refund for charges after 30 days of renewing. However, once we were alerted to Mr. [redacted] dispute with the Revdex.com, we reached out to Mr. [redacted] via email explaining that he signed up for a introductory promotional hosting service through FatCow. We have issued a refund in the amount of $251.28 for charges that occurred in 2015 and this year and have downgraded the account to a parked account so Mr. [redacted] can continue managing the domain.Sincerely, FatCow 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.
Please see attached
Regards,
[redacted]
[When Ipower gave me this response, they asked me to call my bank and...
confirm I did not receive any proceeds and I did this. I did not receive anything from them. Ipower would be able to see that no funds exchanged hands if they researched it. This business is using shady tactics and I do not accept their response. They need to refund my overpayment.]
Regards,
[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]
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.
[Since this time the business has not refunded the $99.50 as I am in receipt of email saying as soon as I stop the unauthorized charge claim that the company will immediately turn around and refund back to my account. This company has not, my bank said there is no letter or communications with this company because they do not communicate with 3rd parties as its against privacy policies. The bank states it released hold and nothing else is to be done. The bank states it never was in possession of $99.50 as it was under investigation. This company is stalling.]
Regards,
[redacted]
Our Records indicate this customer initially created their account on2/1/2014, and paid $40.28 for a two year hosting plan. The service renewal thiscustomer was concerned with was related to their Domain Registration Renewal,which was to rebill on 1/17/2015. Although we do understand this customer...
hadinitially intended to cancel their service on 1/12/2015, the actualcancellation was not to be until January 30th, 2016 per thecancellation request submitted. It would be for this reason that the domainservice renewal took place on 1/17. Ultimately this appears to be a simple misunderstanding, and therefore theaccount had been canceled on 1/19/2015, a prorated refund of $20.86 for hostingservice was issued, and on 1/25 we have issued a full refund of the $15.99 thathad initially charged on 1/17 for the domain registration renewal.
In a review of this customer’s concerns, it appears this customer currently has two active accounts and one deleted account established on our platform. The deleted “[redacted]” account appears to be the account surrounding this customer’s complaint. To begin, please understand...
that pricing featured on our website is reflective of introductory rates for the first initial year, which will then defer to the regular pricing thereafter. The “[redacted]” account was first created on 6/4/2009, and was officially canceled on 10/11/2014. On 5/20/2014, the customer was charged for the renewal of their .com domain, hosting service, and Domain Privacy totaling $120.37. Our records indicate a chargeback was received from this customer’s bank/financial institution on 6/6/2014 in the amount of $120.37 for these two products/services. We should note that prior to this action taking place from the customer’s end, no cancellation notice or request was received. It was not until 6/24/14 the customer had contacted support requesting for the account to be canceled and refunded as the customer had not intended to renew. Our records do indicate that we did dispute the customer’s chargeback andhad won that dispute with their bank/financial institution as services paid hadbeen rendered. It was for this reason the account had remained active on our platform until 10/11. As a gesture of good faith, we processed a full refund of $120.37on 11/17 for services paid. These funds were processed back to the customer’scredit card on file. Please allow up to 7 to 10 business days for the refundsto be fully processed back.
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.
The Complaints, Please be advised that we are not satisfied with the reply of domain.com We firmly believe that this vendor’s lack of proper support and paucity of technical expertise resulted in loss of time, effort and more importantly damage to our business credibility which is not properly compensated by the vendor. This matter is not addressed as per our satisfaction and we have the right to escalate it to other legal authorities. Regards, [redacted]
Regards,
[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
Greetings,As per our homepage, we do state that a $15.00 charge will be assessed if our customer cancels but chooses to keep the domain name. As we understand Ms. [redacted] does not actually want the domain, we have refunded the $15.00 charge back to the card used.We hope this resolves any concerns...
raised but if we can be of further assistance, please let us know.
We sent renewal notifications for both hosting and the domain registration to the email address we had on file. However, it does not appear the customer attempted to cancel the account before the bill date of May 29, 2015 so the account auto-renewed in accordance with our Terms of Service. The...
customer called in multiple times after the hosting renewal was processed to request a prorated refund. However, according to our policy, we do not issue pro-rated refunds under normal circumstances. However, in a show of good faith, we have issued a pro-refund for the hosting in the amount of $71.39 on July 22, 2015.
Thank you. I look forward to the reply from the company and hope I will receive a phone call incase I have any questions. [redacted] is the best number to reach me at. Thank you!
Regards,
[redacted]
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].
I have been waiting to receive the refund ($300), please reopen the complaint as no refund was received.
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint. Ms. [redacted] purchased 16 domain names on November 17, 2016. At that time we were having a sale of $1.99 for the first year registration of a new domain name. After selecting the 16 domain names she wanted to registered she chose to...
create a new account. When registering a new domain name, at the checkout screen it defaults to a 2 year registration in a drop down menu to allow customers to easily see they can register their domains for multiple years. Ms. [redacted] stated when she got to this screen, she changed the first domain to a 1 year term and then a pop up screen came up asking for her contact and billing information which she assumed was to create the new account. After entering all of the information, she thought she would then be able to change the remaining domains to a 1 year term but instead received a thank you for your purchase message. Ms. [redacted] called our support team after this to request an adjustment to this purchase as she was not planning on spending $301.69 on the domains. She was advised it is our policy that domain registrations and renewals are non-refundable as we are unable to take back the registration from the registrar once complete. Upon receiving this complaint, we spoke with Ms. [redacted] by phone on November 22, 2016 and advised her of the reasons for our policy. We attempted to replicate the experience Ms. [redacted] had when registering her domains as this is not how our checkout process works when registering and starting a new account but we were unable to replicate the same issues. Our engineering team is continuing to research the issue she experienced in attempt to replicate and ensure there are no bugs with our checkout process. We were able to come to a resolution with Ms. [redacted] by offering her, as a one time courtesy, to refund back to her card for half of her purchase in the amount of $150.85 as well as a $40.00 account credit. Thank you,iPage Customer Relations
To Whom It May Concern,We respond as follows to this complaint:On October 8, 2017, Ms. [redacted] contacted the Revdex.com to inquire about her experience with our support. After reviewing the account we found that on May 22, 2016, we sent Ms. [redacted] an email to the email address...
"[redacted]", explaining that malware was detected on the domain name "[redacted]" and the website was temporarily suspended until the infected files were either cleaned out or removed from the server. We hope that Ms. [redacted] understands that these security measures are put in to place to protect the visitors of Ms. [redacted] website as well as to protect other customers who are on the same shared platform as her. In order to rectify the issue, an agent suggested the additional product "SiteLock" to help with cleaning out the infected files . SiteLock is a third party product and is a optional service we suggest to customers for issues such as this as many of our customers do not know how to remove infected files on their own. We provided the contact information for SiteLock and also gave an alternative way to go about cleaning the files. Additionally, we provided articles in order to help them navigate the process of cleaning the files on their own. Ms. [redacted] advised our Support that she would contact her web developer before making the decision about SiteLock. It appears that Ms. [redacted] did indeed reach out to SiteLock directly for help with this matter, however Ms. [redacted] did not purchase the services through FatCow, and instead purchased directly from SiteLock. Therefore, we are unable to review the services and account Ms. [redacted] has with SiteLock.On May 26, 2016, SiteLock Confirmed that the files had been cleaned and asked us to re-scan the files and reactivate the website. An email confirming that the files had come back with a clean scan and the website was reactivated, was sent to Ms. [redacted] via email to the admin email on file "[redacted]" which also included suggestions on how to prevent this issue from happening in the future. We can confirm that we have issued a refund in the amount of $90.54 USD to the card ending in 1333 on October 6, 2017. Ms. [redacted] will see this refund in her account within 5-7 business days, however this will depend on her financial institution. Regarding the refund from SiteLock, we are unable to assist in this matter, as previously stated, Ms. [redacted] purchased the services directly through SiteLock themselves. If Ms. [redacted] requests a refund from SiteLock, contacting the company directly, would be the next step.Thank you for bringing this to our Attention.FatCow Compliance Team
Hello Mr. [redacted],Our records do not show that a representative added the Domain Privacy services to your account. This indicates that the Domain Privacy services were added through the normal checkout process on our website. When registering or renewing a domain, you are given the option to opt out of Domain Privacy. Based on our records it appears that the Domain Privacy option was not de-selected or removed from your cart before you authorized the payment. Going forward, Billing Central is a great resource for always knowing what charges are going to be due on your account as well as the email reminders we send before you are billed for any automatic renewal. I hope this information is helpful.Thank you,[redacted] Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
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]
With respect to the customer getting kicked off of our website, this is morethan likely caused if the control panel or File Manager or even the MySQLscreen sits Idle for at least 20 minutes. This is not a glitch; this isactually a security mechanism that we have in place so that if a customer wereusing a publicly shared network and forgets to log out, there is less of achance of an account/website compromise from the customer’s end. This is notsomething that we can actively control from our end. Our suggestion here wouldbe to have the customer keep an additional screen open displaying their controlpanel, and simply make sure there is sustained navigation between pages. Simplyclicking or typing will not be sufficient here as this does not show activerequests being made to the service. With regards to the functionality of the File Manager, we have alreadydiscussed this in our initial response, however to reiterate, depending on thevolume of files, not necessarily the size being managed within the File Managerthere may be periodic periods of slowness. If the customer experiences this,this is an indication there is a greater amount of load being placed on theserver to call up their files. With this being said, at the time of thisresponse our Corporate Support Team did make an assessment of this customer’sFile Manager, and our team was able to access the File Manager with no issues,as well as navigate through different files with no lag in speed or responsetime to report.
To Whom It May Concern,We respond as follows to this complaint.Mr. [redacted] contacted us on November 18th, 2016 and inquired about a charge of $179.40 on his credit card. The Web Advisor that he has spoken with misinformed him stating that this was only due to the rising cost of technology and...
support resources and offered Mr. [redacted] a reduced price for hosting, but has declined the offer. Mr. [redacted]'s account was created on November 26th, 2014 with an introductory promotional hosting service the "Customer Appreciation Plan" that included a free registration of a domain name. The promotion was for Mr. [redacted] to be billed $12.00 once for 12 months. After 12 months, regular rates would apply.We have provided the necessary coaching to the advisor Mr. [redacted] spoke to, to ensure we are setting the right expectations with our customers. We have reviewed Mr. [redacted]'s account history, and we show no activity from within the account and likely the services have never been used.Per our Billing policy we are able to issue a refund for charges after 30 days of renewing. However, once we were alerted to Mr. [redacted] dispute with the Revdex.com, we reached out to Mr. [redacted] via email explaining that he signed up for a introductory promotional hosting service through FatCow. We have issued a refund in the amount of $251.28 for charges that occurred in 2015 and this year and have downgraded the account to a parked account so Mr. [redacted] can continue managing the domain.Sincerely, FatCow 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.
Please see attached
Regards,
[redacted]
[When Ipower gave me this response, they asked me to call my bank and...
confirm I did not receive any proceeds and I did this. I did not receive anything from them. Ipower would be able to see that no funds exchanged hands if they researched it. This business is using shady tactics and I do not accept their response. They need to refund my overpayment.]
Regards,
[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]
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.
[Since this time the business has not refunded the $99.50 as I am in receipt of email saying as soon as I stop the unauthorized charge claim that the company will immediately turn around and refund back to my account. This company has not, my bank said there is no letter or communications with this company because they do not communicate with 3rd parties as its against privacy policies. The bank states it released hold and nothing else is to be done. The bank states it never was in possession of $99.50 as it was under investigation. This company is stalling.]
Regards,
[redacted]
Our Records indicate this customer initially created their account on2/1/2014, and paid $40.28 for a two year hosting plan. The service renewal thiscustomer was concerned with was related to their Domain Registration Renewal,which was to rebill on 1/17/2015. Although we do understand this customer...
hadinitially intended to cancel their service on 1/12/2015, the actualcancellation was not to be until January 30th, 2016 per thecancellation request submitted. It would be for this reason that the domainservice renewal took place on 1/17. Ultimately this appears to be a simple misunderstanding, and therefore theaccount had been canceled on 1/19/2015, a prorated refund of $20.86 for hostingservice was issued, and on 1/25 we have issued a full refund of the $15.99 thathad initially charged on 1/17 for the domain registration renewal.
In a review of this customer’s concerns, it appears this customer currently has two active accounts and one deleted account established on our platform. The deleted “[redacted]” account appears to be the account surrounding this customer’s complaint. To begin, please understand...
that pricing featured on our website is reflective of introductory rates for the first initial year, which will then defer to the regular pricing thereafter. The “[redacted]” account was first created on 6/4/2009, and was officially canceled on 10/11/2014. On 5/20/2014, the customer was charged for the renewal of their .com domain, hosting service, and Domain Privacy totaling $120.37. Our records indicate a chargeback was received from this customer’s bank/financial institution on 6/6/2014 in the amount of $120.37 for these two products/services. We should note that prior to this action taking place from the customer’s end, no cancellation notice or request was received. It was not until 6/24/14 the customer had contacted support requesting for the account to be canceled and refunded as the customer had not intended to renew. Our records do indicate that we did dispute the customer’s chargeback andhad won that dispute with their bank/financial institution as services paid hadbeen rendered. It was for this reason the account had remained active on our platform until 10/11. As a gesture of good faith, we processed a full refund of $120.37on 11/17 for services paid. These funds were processed back to the customer’scredit card on file. Please allow up to 7 to 10 business days for the refundsto be fully processed back.
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.
The Complaints, Please be advised that we are not satisfied with the reply of domain.com We firmly believe that this vendor’s lack of proper support and paucity of technical expertise resulted in loss of time, effort and more importantly damage to our business credibility which is not properly compensated by the vendor. This matter is not addressed as per our satisfaction and we have the right to escalate it to other legal authorities. Regards, [redacted]
Regards,
[redacted]