Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this
complaint.Hi [redacted],We have received your Revdex.com complaint
and I wanted to reach out to you and address your concerns. Please accept my
deepest apologizes for the confusion that was created when you spoke to the
agent. Due to the small number of...
impacted customers, he was not aware of the
bug we have been working on with [redacted]. Per the agent's notes, left on the
account, he was able to assist you with the sub-folder directories, however the
problem was not fixed. After the conversation was over he had received the same
error message and updated the notes. Again, I understand that the misinformation
may have impacted you and we definitely appreciate you making us aware of this
because it helped us identify the area of improvement. The information that you
have provided us with will go a long way in helping to train our support
representatives to prevent these situations from happening again in the future.
Additionally, as we informed you the last time we spoke, we do have a project
going on right now with [redacted] on releasing a new version of the builder which
should be going out by the end of this year. The builder would have the
necessary improvements to the services that are provided directly through
[redacted]. For your troubles we offered you 6
months worth of hosting credit to your account and
refunded the [redacted] Site Builder charge that you requested to be refunded. The
credit that we applied on your account is valued at 6 months of hosting or the
payment you made to upgrade to [redacted] Premium, as a gesture of goodwill for the
time it may take to have this issue resolved. We do feel that, in light of the
information above, this is an adequate form of compensation for the
inconveniences you have faced. Once again, we are looking forward
to and expecting the [redacted] upgrade to resolve the publishing issues and
frustration. I hope this information is helpful.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.
[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]
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 to this complaint as follows.During a routine site scan Ms. [redacted]'s website was detected to have Malware and as a result her website was temporarily suspended. Per our terms of service, if an account is found to have Malware (infected files), the account...
will be temporarily suspended until the web files are cleaned or removed from the server. This is done as a security measure to protect the viewers of the website as well as other customers websites who are on the same shared server. Unfortunately, our support team does not assist customers in cleaning web files that have been infected with viruses as cleaning site files is out of our scope of support. However, we do offer an additional feature called [redacted] in which customers can purchase at anytime by contacting our web advisors. [redacted] is a security feature that will scan website files for viruses such as malware and will clean the files on the customers behalf. As a gesture of goodwill, we have unsuspended Ms. [redacted]'s website and have applied one months worth of [redacted] to the account at no cost to her. At this time [redacted] has been enabled Ms. [redacted]'s website and is in the processes of cleaning the site. Once the web files have been cleaned , Ms. [redacted] will receive a confirmation email informing her that the files are no longer infected. In closing, it appears Ms. [redacted]'s website was built using a third party application or custom code and not built using a builder offered by iPage. We recommend that Ms. [redacted] or a web developer update any outdated code on the site as outdated code can make the site vulnerable to hackers and viruses. Sincerely, iPage Customer Relations
Upon further investigation, we refunded the amount of $108.99 to the credit card on file for the account on 06/05/2015. We processed this request when we received your contact to cancel all services with us and refund on the same day. This amount total included the following services:- Pro-rated...
refund of The Essential hosting plan $79.09- Pro-rated refund SubmitNet - Basic Submission $9.95- Pro-rated refund of Sitelock plus $19.95The process takes approximately 7-10 business days. Please contact us if we may assist further.
We were sorry to hear about Mr. [redacted] concern with his hosting package.We always appreciate the chance to ensure that our customers have received the product they expected, but after review of the related support interactions, unfortunately it is not yet clear as to what services have not been...
delivered. We have been unable to find any support requests that have not been addressed, or any refusals to provide the requested services.Although our hosting packages are paid upfront and do not qualify for a refund after the initial trial period, we have approved a pro-rated refund for the cloud hosting package and remain open to discussing any dedicated services that have not been delivered in full.At this time we ask that Mr. [redacted] please respond to the recent e-mail communication or contact our management team directly at [redacted] and we will be happy to continue the discussion.
To Whom it may concern,We respond to this complaint as follows. Mr. [redacted] contacted us on January 5,2017 in regards to his website and email being down. Our technical team informed Mr. ** that URL he was using for both his site and email ([redacted] ) was a test URL that...
was provided by Legacy Verio with [redacted] which was intended to be used for testing purposes.Unfortunately, the URL ""[redacted]" would have not migrated over to the new platform as it was associated to the legacy server and not an actual registered domain name. Sincerely, Verio Customer Relations
To whom it may concern, We respond as follows to this complaint. Mrs. [redacted] iPage account was flagged on April 11th, 2017 for having malware within her site files. Per our terms of service, when a customer's site is flagged for having malware or infected files our...
security team will suspend the account to protect Mrs. [redacted] website visitors and other iPage customers who are on the same shared hosting platform. We can confirm our security team notified Mrs [redacted] via email of the infected file and suspension of her account and also provided options for removing the malware. Upon further review of Mrs. [redacted] it appears she did not take the necessary steps to resolve the issue, so her account remained suspended. Mrs. [redacted] contacted us again on May 3rd regarding the suspension on her account. Our security team re-scanned her site and notified her that there were still infected files on her shared hosting. The team then referred her to our partners at [redacted], a company who specialized in malware removal and website security, for assistance in removing the malware from her site files. It appears Mrs. [redacted] purchased [redacted] directly from our partners between May 8th, 2017 and June 6th, 2017. However it appears the malware did still remain on her account so it remained suspended. At this point in time we have been notified that [redacted] did a one time clean and the malware has been removed and the site un-suspended. We have also reached out to the customer advising her of this. We have also offered Mrs [redacted] credit for a free year of webhosting ($84) as a gesture of goodwill and advised if she is seeking any compensation for the products purchased through [redacted] she would need to contact them, as they are a third party. We have not gotten a reply from Mrs [redacted] yet, but will continue to work with her regarding this issue. Sincerely, iPage Customer Relations
On September 11th, our Affiliate Team had been engaged in an
email conversation with this customer to further discuss their affiliate credit/commissions.
Our records indicate that we processed the most recent commissions on April 29,
2014. We do not have record of sales registered through this...
customer’s affiliate
ID in the months of May and June. However, sales that were registered under the
Affiliate ID in July and August were placed on hold for further review.
Through a closer review of this customer’s affiliate activities, the following
sales were unable to qualify for commissions to be paid through the iPage
affiliate program:
1. healthbenefitsoftoma
2. bodybuildingweightcl
3. healthbenefitsofmush
4. Naturalremediesforso
The sales appear to be similar in nature. For example,
"Healthbenefitsoftoma", "Healthbenefitsofmush" share the
same username variation. Furthermore, "Healthbenefitsoftoma",
"Healthbenefitsofmush", "Bodybuildingweightcl", and
"Naturalremediesforso" appear to target an exclusive audience.
It has been determined that the overall quality of these sales registered in
May has remained low for multiple review cycles. There is not a way to lessen
the disappointment; however, there are times when we are unable to pay out on
referred sales.
After carefully considering all of the information presented, the irregular
activity has resulted in our inability to extend affiliate credit for the sales
registered in May.
Please see the below notations made for further explanation as to why these
sales had been rejected through our program:
'homeremediesforaller' sale overall quality in site build. In addition, the
website is currently using another affiliate's banners and links to promote iPage.
'wheretofindtirescom' has not shown consistant activity since the time of sign
up. The last and only posting(s) on the site was July 30, 2014. Section 5 of
the affiliate agreement states that sales must be in 'good standing' status for
more than 30 days.
'cprogramminginfo', similar to the sale of 'homeremediesforaller' lacks in
overall quality of site build. The pages provided do not direct different
locations.
'[redacted]' is still in a DEMO phase of development. Again, all sales are
required to show moderate growth since the time of sign up.
The above clarification was emailed to the customer on September 18th. We should also note that on September 18th,
although we have rejected the customer’s affiliate commissions, we did offer to
add a $35 credit to the customer’s account as a gesture of good faith for friend
referral credit. It should be noted that the customer has rejected our good
faith offer. Unfortunately this customer will not be receiving the affiliate credit
they are requesting.
Our records indicate that arefund of $35 for thecancellation fee had been issued back to the customer on12/21/2014, the same day theaccount had been canceled.
To Whom it may concern, We respond as follows to this complaint. Ms.[redacted] contacted our chat support team on December 12th, 2015 and asked that we cancel her account and provide a refund of $366.63 that was charged to her credit card on file for services that were set to...
auto renew. Our support team then asked Ms. [redacted] for the reason as to why she was cancelling her subscription and offered a discounted rate to continue her services with iPage. However, Ms. [redacted] denied the offer and asked that we continue with cancelling the account and refunding her. Our support team then refunded the full amount of $366.63 back to the credit card charged and set the account to cancel on December 13th, 2015 per Ms. [redacted] request. We attempted to contact Ms. [redacted] on December 17th, 2015 as well as on December 18th, 2015 via email as well as phone to gather additional information as we were unable to locate an account in our system using the information provided in the Revdex.com complaint however, we were unsuccessful. We then phoned Ms. [redacted] on December 21st, 2015 and were able to get speak to her and confirmed that the refund was processed and her account was cancelled. Thank you,iPage.com Customer Relation
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]
To whom it may concern. Mrs. [redacted] signed up for her iPage account in May 3rd, 2016. Shortly after this she did request to cancel her iPage account and receive a refund. We did refund her the $23.88 for the initial year on May 5th, 2016. Due to a system error Mrs. [redacted]'s...
account failed to cancel. However we did send a notice 30 days prior to the charge on April 18th, 2017 to her email [redacted] advising her up the upcoming auto renewal. Mrs. [redacted]'s account then renewed automatically on April 18th, 2017 for $155.40. On April 20th, she then contacted our social media team and we refunded her $155.40 back to the credit card on file and we have confirmed the cancellation of her account. At this time we have not recieved any further contact and have not been able to reach Mrs. [redacted] at her Daytime phone number. If she reaches out we will be happy to further assist.Sincerely,iPage Customer Relations
To Whom It May Concern,We respond as follows to this complaint.Mr. [redacted] created his Verio account with us on November 18th, 2016. He was migrated from the legacy Verio platform to our current platform. On November 30th, 2016, Mr. [redacted] contacted our Web Advisor Team to...
regarding his Website not being active on the newly migrated hosting platform. Our team addressed this issue by creating a ticket to investigate this issue further. Upon investigation, our team had concluded that Mr. [redacted]’s service had not been fully migrated to the new platform. We began working with the legacy platform to ensure that this process was completed automatically. At this time however, it was determined that the website was still active with the legacy platform and any issues involving downtime would be due to that platform. Additionally, Mr. [redacted]’s domain name ‘[redacted]’ was managed directly with [redacted], so our team had no way of directly resolving the issues that the customer was experiencing.On December 9th, 2016, our Web Advisor Team informed Mr. [redacted] that the migration had completed successfully and that DNS would need to be updated with [redacted] to point to the new Verio nameservers that would utilize our current hosting platform. Our team attempted to contact Mr. [redacted] through both phone and email to assist with this process. Unfortunately, our team was unable to reach Mr. [redacted] at this date and we did not receive confirmation that the changes were made.On December 13th, Mr. [redacted] contacted us to cancel his hosting service stating that he is losing business. At this time, Mr. [redacted] has pointed his domain name to a separate hosting provider. We will not be providing Mr. [redacted] with the requested $10,000 as we are unable to issue compensation for anything outside of the services that we offer.We have provided a direct line of contact for Mr. [redacted] if he wishes to discuss this matter further.Regards,Verio Customer Relations
We reviewed the chat transcripts that occurred on 5/1/2015, when the customer was upgraded to the [redacted] and [redacted]. The customer service agent confirmed both the regular price and sale of price of [redacted] and [redacted] during the chat session. The regular price of...
the product is $119.40 per year and we are currently running a promotion which allows customers to try the [redacted] and [redacted] at 50% off the regular price for the first year, which equates to a sale/promotion price of $59.88 for the first year. The promotional pricing is only valid for one year and customers will be charged the regular price of the second year if they don't cancel the service. Unfortunately our agent was not clear that the promotional pricing was for the first year only and simply stated the discounted price of the product would be "$59.88 / year". We could not locate where the agent stated that the price will never increase but as a gesture of goodwill, we will provide the customer with discounted pricing for a period of 2 years for the [redacted] and [redacted] product. Since the customer canceled the product and we provided him a full refund via PayPal on 6/10/2015, we will reach out to him to confirm he is in agreement with this resolution before upgrading him to [redacted] and [redacted] again and charging his method of payment $59.88 for the first year. For the second year, our billing team will make an internal adjustment to his billing record before the product renews to ensure he is only billed $59.88 for the second year.
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.
Has no offered any answers, solutions or met my original request when opening this case. 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.
If they do what they say they will do I will accept it. But, I checked my account with Arvixe they issued a credit for $35.75 on my account with them, but they billed me an additional $25.80 for what I don't know. I do NOT want a credit to be put on my account with them, I want a check for $41.05 sent to me and I want them to send me the EPP/Auth key to transfer my domain to another registrar. I sent email to [redacted], Senior Technical Ninja | Escalations yesterday but I have not heard back from him.
Regards,
[redacted]
To Whom it may concern,We respond to this complaint as follow.We have reviewed Mr. [redacted]'s account and can confirm that the credit card on file was charged a total amount of $194.39 for a 1 year automatic renewal of the IPowerPro Hosting Plan($179.40) and Domain Privacy($14.99). On 07/14/2017 we can...
confirm that Mr. [redacted] contacted our support team regarding this charge and was issued the following refunds. Refunds: 07/14/2017 - Domain Privacy - 1 Year : $14.99 07/14/2017 - IPowerPro Hosting Plan (pro-rated partial - $77.72 Total = $92.71 The representative who assisted Mr. [redacted] offered a discounted rate for the hosting plan renewal in the amount of $95.40 as opposed to the $179.40 standard renewal rate that was charged. However, it appears that the agent refunded a pro-rated difference in the amount of $77.72 as opposed to the full difference of $84.00 when switching the renewal offers. Upon further review of Mr. [redacted]'s account , it appears he contacted our support team again on July 14,2017 and asked that his account be downgraded to a domain parked account. Mr [redacted] also requested a full refund for the recent charge that occurred. Regretfully, it appears that there was an issue with our merchant system when trying to refund the remaining $95.40 therefore, the representative who assisted Mr. [redacted] escalated a ticket to our billing specialists. We are happy to say that we have been able to successfully issue the remaining amount for a full refund back to Mr. [redacted] in the amount of $101.68 as of July 20,2017. Please note, it can typically take up to 5-7 days for your bank to release the funds into Mr. [redacted]'s account.Refunds: 07/14/2017 - Domain Privacy - 1 Year : $14.99 07/14/2017 - IPowerPro Hosting Plan (pro-rated partial) - $77.72 07/20/2017 - IPowerPro Hosting Plan (full remaining) - $101.68 Total = $194.39 We would like to thank Mr. [redacted] for sharing his feedback with us in regards to his recent customer experience with our support staff. We have taken the necessary internal action; as well as provided coaching and training for both our management and support teams as we feel we could have done a better job at assisting Mr. [redacted] with this matter. Sincerely,iPower Customer Relations
To Whom It May Concern,We respond as follows to this complaint.Mr. [redacted] contacted us on April 24,2016 to cancel his subscription with [redacted] and requested a refund of $476.13. Our billing team processed the cancellation and refunded the full amount of $476.13 back to Mr. [redacted]'s method...
of payment that was charged, on April 24,2016. The refund shows to have been completed on our end in which we have provided Mr. [redacted] with the transaction numbers as confirmation to provide to his financial institution to confirm the refund has been processed. Sincerely,[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]
To Whom It May Concern,We respond as follows to this
complaint.Hi [redacted],We have received your Revdex.com complaint
and I wanted to reach out to you and address your concerns. Please accept my
deepest apologizes for the confusion that was created when you spoke to the
agent. Due to the small number of...
impacted customers, he was not aware of the
bug we have been working on with [redacted]. Per the agent's notes, left on the
account, he was able to assist you with the sub-folder directories, however the
problem was not fixed. After the conversation was over he had received the same
error message and updated the notes. Again, I understand that the misinformation
may have impacted you and we definitely appreciate you making us aware of this
because it helped us identify the area of improvement. The information that you
have provided us with will go a long way in helping to train our support
representatives to prevent these situations from happening again in the future.
Additionally, as we informed you the last time we spoke, we do have a project
going on right now with [redacted] on releasing a new version of the builder which
should be going out by the end of this year. The builder would have the
necessary improvements to the services that are provided directly through
[redacted]. For your troubles we offered you 6
months worth of hosting credit to your account and
refunded the [redacted] Site Builder charge that you requested to be refunded. The
credit that we applied on your account is valued at 6 months of hosting or the
payment you made to upgrade to [redacted] Premium, as a gesture of goodwill for the
time it may take to have this issue resolved. We do feel that, in light of the
information above, this is an adequate form of compensation for the
inconveniences you have faced. Once again, we are looking forward
to and expecting the [redacted] upgrade to resolve the publishing issues and
frustration. I hope this information is helpful.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.
[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]
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 to this complaint as follows.During a routine site scan Ms. [redacted]'s website was detected to have Malware and as a result her website was temporarily suspended. Per our terms of service, if an account is found to have Malware (infected files), the account...
will be temporarily suspended until the web files are cleaned or removed from the server. This is done as a security measure to protect the viewers of the website as well as other customers websites who are on the same shared server. Unfortunately, our support team does not assist customers in cleaning web files that have been infected with viruses as cleaning site files is out of our scope of support. However, we do offer an additional feature called [redacted] in which customers can purchase at anytime by contacting our web advisors. [redacted] is a security feature that will scan website files for viruses such as malware and will clean the files on the customers behalf. As a gesture of goodwill, we have unsuspended Ms. [redacted]'s website and have applied one months worth of [redacted] to the account at no cost to her. At this time [redacted] has been enabled Ms. [redacted]'s website and is in the processes of cleaning the site. Once the web files have been cleaned , Ms. [redacted] will receive a confirmation email informing her that the files are no longer infected. In closing, it appears Ms. [redacted]'s website was built using a third party application or custom code and not built using a builder offered by iPage. We recommend that Ms. [redacted] or a web developer update any outdated code on the site as outdated code can make the site vulnerable to hackers and viruses. Sincerely, iPage Customer Relations
Upon further investigation, we refunded the amount of $108.99 to the credit card on file for the account on 06/05/2015. We processed this request when we received your contact to cancel all services with us and refund on the same day. This amount total included the following services:- Pro-rated...
refund of The Essential hosting plan $79.09- Pro-rated refund SubmitNet - Basic Submission $9.95- Pro-rated refund of Sitelock plus $19.95The process takes approximately 7-10 business days. Please contact us if we may assist further.
We were sorry to hear about Mr. [redacted] concern with his hosting package.We always appreciate the chance to ensure that our customers have received the product they expected, but after review of the related support interactions, unfortunately it is not yet clear as to what services have not been...
delivered. We have been unable to find any support requests that have not been addressed, or any refusals to provide the requested services.Although our hosting packages are paid upfront and do not qualify for a refund after the initial trial period, we have approved a pro-rated refund for the cloud hosting package and remain open to discussing any dedicated services that have not been delivered in full.At this time we ask that Mr. [redacted] please respond to the recent e-mail communication or contact our management team directly at [redacted] and we will be happy to continue the discussion.
To Whom it may concern,We respond to this complaint as follows. Mr. [redacted] contacted us on January 5,2017 in regards to his website and email being down. Our technical team informed Mr. ** that URL he was using for both his site and email ([redacted] ) was a test URL that...
was provided by Legacy Verio with [redacted] which was intended to be used for testing purposes.Unfortunately, the URL ""[redacted]" would have not migrated over to the new platform as it was associated to the legacy server and not an actual registered domain name. Sincerely, Verio Customer Relations
To whom it may concern, We respond as follows to this complaint. Mrs. [redacted] iPage account was flagged on April 11th, 2017 for having malware within her site files. Per our terms of service, when a customer's site is flagged for having malware or infected files our...
security team will suspend the account to protect Mrs. [redacted] website visitors and other iPage customers who are on the same shared hosting platform. We can confirm our security team notified Mrs [redacted] via email of the infected file and suspension of her account and also provided options for removing the malware. Upon further review of Mrs. [redacted] it appears she did not take the necessary steps to resolve the issue, so her account remained suspended. Mrs. [redacted] contacted us again on May 3rd regarding the suspension on her account. Our security team re-scanned her site and notified her that there were still infected files on her shared hosting. The team then referred her to our partners at [redacted], a company who specialized in malware removal and website security, for assistance in removing the malware from her site files. It appears Mrs. [redacted] purchased [redacted] directly from our partners between May 8th, 2017 and June 6th, 2017. However it appears the malware did still remain on her account so it remained suspended. At this point in time we have been notified that [redacted] did a one time clean and the malware has been removed and the site un-suspended. We have also reached out to the customer advising her of this. We have also offered Mrs [redacted] credit for a free year of webhosting ($84) as a gesture of goodwill and advised if she is seeking any compensation for the products purchased through [redacted] she would need to contact them, as they are a third party. We have not gotten a reply from Mrs [redacted] yet, but will continue to work with her regarding this issue. Sincerely, iPage Customer Relations
On September 11th, our Affiliate Team had been engaged in an
email conversation with this customer to further discuss their affiliate credit/commissions.
Our records indicate that we processed the most recent commissions on April 29,
2014. We do not have record of sales registered through this...
customer’s affiliate
ID in the months of May and June. However, sales that were registered under the
Affiliate ID in July and August were placed on hold for further review.
Through a closer review of this customer’s affiliate activities, the following
sales were unable to qualify for commissions to be paid through the iPage
affiliate program:
1. healthbenefitsoftoma
2. bodybuildingweightcl
3. healthbenefitsofmush
4. Naturalremediesforso
The sales appear to be similar in nature. For example,
"Healthbenefitsoftoma", "Healthbenefitsofmush" share the
same username variation. Furthermore, "Healthbenefitsoftoma",
"Healthbenefitsofmush", "Bodybuildingweightcl", and
"Naturalremediesforso" appear to target an exclusive audience.
It has been determined that the overall quality of these sales registered in
May has remained low for multiple review cycles. There is not a way to lessen
the disappointment; however, there are times when we are unable to pay out on
referred sales.
After carefully considering all of the information presented, the irregular
activity has resulted in our inability to extend affiliate credit for the sales
registered in May.
Please see the below notations made for further explanation as to why these
sales had been rejected through our program:
'homeremediesforaller' sale overall quality in site build. In addition, the
website is currently using another affiliate's banners and links to promote iPage.
'wheretofindtirescom' has not shown consistant activity since the time of sign
up. The last and only posting(s) on the site was July 30, 2014. Section 5 of
the affiliate agreement states that sales must be in 'good standing' status for
more than 30 days.
'cprogramminginfo', similar to the sale of 'homeremediesforaller' lacks in
overall quality of site build. The pages provided do not direct different
locations.
'[redacted]' is still in a DEMO phase of development. Again, all sales are
required to show moderate growth since the time of sign up.
The above clarification was emailed to the customer on September 18th. We should also note that on September 18th,
although we have rejected the customer’s affiliate commissions, we did offer to
add a $35 credit to the customer’s account as a gesture of good faith for friend
referral credit. It should be noted that the customer has rejected our good
faith offer. Unfortunately this customer will not be receiving the affiliate credit
they are requesting.
Our records indicate that arefund of $35 for thecancellation fee had been issued back to the customer on12/21/2014, the same day theaccount had been canceled.
To Whom it may concern, We respond as follows to this complaint. Ms.[redacted] contacted our chat support team on December 12th, 2015 and asked that we cancel her account and provide a refund of $366.63 that was charged to her credit card on file for services that were set to...
auto renew. Our support team then asked Ms. [redacted] for the reason as to why she was cancelling her subscription and offered a discounted rate to continue her services with iPage. However, Ms. [redacted] denied the offer and asked that we continue with cancelling the account and refunding her. Our support team then refunded the full amount of $366.63 back to the credit card charged and set the account to cancel on December 13th, 2015 per Ms. [redacted] request. We attempted to contact Ms. [redacted] on December 17th, 2015 as well as on December 18th, 2015 via email as well as phone to gather additional information as we were unable to locate an account in our system using the information provided in the Revdex.com complaint however, we were unsuccessful. We then phoned Ms. [redacted] on December 21st, 2015 and were able to get speak to her and confirmed that the refund was processed and her account was cancelled. Thank you,iPage.com Customer Relation
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]
To whom it may concern. Mrs. [redacted] signed up for her iPage account in May 3rd, 2016. Shortly after this she did request to cancel her iPage account and receive a refund. We did refund her the $23.88 for the initial year on May 5th, 2016. Due to a system error Mrs. [redacted]'s...
account failed to cancel. However we did send a notice 30 days prior to the charge on April 18th, 2017 to her email [redacted] advising her up the upcoming auto renewal. Mrs. [redacted]'s account then renewed automatically on April 18th, 2017 for $155.40. On April 20th, she then contacted our social media team and we refunded her $155.40 back to the credit card on file and we have confirmed the cancellation of her account. At this time we have not recieved any further contact and have not been able to reach Mrs. [redacted] at her Daytime phone number. If she reaches out we will be happy to further assist.Sincerely,iPage Customer Relations
To Whom It May Concern,We respond as follows to this complaint.Mr. [redacted] created his Verio account with us on November 18th, 2016. He was migrated from the legacy Verio platform to our current platform. On November 30th, 2016, Mr. [redacted] contacted our Web Advisor Team to...
regarding his Website not being active on the newly migrated hosting platform. Our team addressed this issue by creating a ticket to investigate this issue further. Upon investigation, our team had concluded that Mr. [redacted]’s service had not been fully migrated to the new platform. We began working with the legacy platform to ensure that this process was completed automatically. At this time however, it was determined that the website was still active with the legacy platform and any issues involving downtime would be due to that platform. Additionally, Mr. [redacted]’s domain name ‘[redacted]’ was managed directly with [redacted], so our team had no way of directly resolving the issues that the customer was experiencing.On December 9th, 2016, our Web Advisor Team informed Mr. [redacted] that the migration had completed successfully and that DNS would need to be updated with [redacted] to point to the new Verio nameservers that would utilize our current hosting platform. Our team attempted to contact Mr. [redacted] through both phone and email to assist with this process. Unfortunately, our team was unable to reach Mr. [redacted] at this date and we did not receive confirmation that the changes were made.On December 13th, Mr. [redacted] contacted us to cancel his hosting service stating that he is losing business. At this time, Mr. [redacted] has pointed his domain name to a separate hosting provider. We will not be providing Mr. [redacted] with the requested $10,000 as we are unable to issue compensation for anything outside of the services that we offer.We have provided a direct line of contact for Mr. [redacted] if he wishes to discuss this matter further.Regards,Verio Customer Relations
We reviewed the chat transcripts that occurred on 5/1/2015, when the customer was upgraded to the [redacted] and [redacted]. The customer service agent confirmed both the regular price and sale of price of [redacted] and [redacted] during the chat session. The regular price of...
the product is $119.40 per year and we are currently running a promotion which allows customers to try the [redacted] and [redacted] at 50% off the regular price for the first year, which equates to a sale/promotion price of $59.88 for the first year. The promotional pricing is only valid for one year and customers will be charged the regular price of the second year if they don't cancel the service. Unfortunately our agent was not clear that the promotional pricing was for the first year only and simply stated the discounted price of the product would be "$59.88 / year". We could not locate where the agent stated that the price will never increase but as a gesture of goodwill, we will provide the customer with discounted pricing for a period of 2 years for the [redacted] and [redacted] product. Since the customer canceled the product and we provided him a full refund via PayPal on 6/10/2015, we will reach out to him to confirm he is in agreement with this resolution before upgrading him to [redacted] and [redacted] again and charging his method of payment $59.88 for the first year. For the second year, our billing team will make an internal adjustment to his billing record before the product renews to ensure he is only billed $59.88 for the second year.
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.
Has no offered any answers, solutions or met my original request when opening this case. 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.
If they do what they say they will do I will accept it. But, I checked my account with Arvixe they issued a credit for $35.75 on my account with them, but they billed me an additional $25.80 for what I don't know. I do NOT want a credit to be put on my account with them, I want a check for $41.05 sent to me and I want them to send me the EPP/Auth key to transfer my domain to another registrar. I sent email to [redacted], Senior Technical Ninja | Escalations yesterday but I have not heard back from him.
Regards,
[redacted]
To Whom it may concern,We respond to this complaint as follow.We have reviewed Mr. [redacted]'s account and can confirm that the credit card on file was charged a total amount of $194.39 for a 1 year automatic renewal of the IPowerPro Hosting Plan($179.40) and Domain Privacy($14.99). On 07/14/2017 we can...
confirm that Mr. [redacted] contacted our support team regarding this charge and was issued the following refunds. Refunds: 07/14/2017 - Domain Privacy - 1 Year : $14.99 07/14/2017 - IPowerPro Hosting Plan (pro-rated partial - $77.72 Total = $92.71 The representative who assisted Mr. [redacted] offered a discounted rate for the hosting plan renewal in the amount of $95.40 as opposed to the $179.40 standard renewal rate that was charged. However, it appears that the agent refunded a pro-rated difference in the amount of $77.72 as opposed to the full difference of $84.00 when switching the renewal offers. Upon further review of Mr. [redacted]'s account , it appears he contacted our support team again on July 14,2017 and asked that his account be downgraded to a domain parked account. Mr [redacted] also requested a full refund for the recent charge that occurred. Regretfully, it appears that there was an issue with our merchant system when trying to refund the remaining $95.40 therefore, the representative who assisted Mr. [redacted] escalated a ticket to our billing specialists. We are happy to say that we have been able to successfully issue the remaining amount for a full refund back to Mr. [redacted] in the amount of $101.68 as of July 20,2017. Please note, it can typically take up to 5-7 days for your bank to release the funds into Mr. [redacted]'s account.Refunds: 07/14/2017 - Domain Privacy - 1 Year : $14.99 07/14/2017 - IPowerPro Hosting Plan (pro-rated partial) - $77.72 07/20/2017 - IPowerPro Hosting Plan (full remaining) - $101.68 Total = $194.39 We would like to thank Mr. [redacted] for sharing his feedback with us in regards to his recent customer experience with our support staff. We have taken the necessary internal action; as well as provided coaching and training for both our management and support teams as we feel we could have done a better job at assisting Mr. [redacted] with this matter. Sincerely,iPower Customer Relations
To Whom It May Concern,We respond as follows to this complaint.Mr. [redacted] contacted us on April 24,2016 to cancel his subscription with [redacted] and requested a refund of $476.13. Our billing team processed the cancellation and refunded the full amount of $476.13 back to Mr. [redacted]'s method...
of payment that was charged, on April 24,2016. The refund shows to have been completed on our end in which we have provided Mr. [redacted] with the transaction numbers as confirmation to provide to his financial institution to confirm the refund has been processed. Sincerely,[redacted] Customer Relations