To whom it may concern, We respond to this complaint as follows. Mr. [redacted] contacted our web advisors via chat on October 14,2016 and inquired about the renewal of his account. We can confirm that the advisor who assisted Mr. [redacted] renewed the hosting on Mr....
[redacted]'s account for one year at the discounted rate of $71.40 however, the advisor did not inform Mr. [redacted] that his domain name was scheduled for renewal on November 17,2016. Although, domain renewals are solely the customers responsibility to manage and maintain as stated in section eight (8) of our domain registration agreement located here : [redacted] we feel that the advisor should have done their due diligence and informed Mr. [redacted] of the upcoming domain renewal. As a gesture of goodwill, we have renewed Mr. [redacted]'s domain name ([redacted]) for one (1) year at no cost to him. The next renewal date will be on November 17,2017. Regards,iPage 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, Mr. [redacted] contacted us to have his account deleted on 08/05/2014. He was informed that his account was set to just delete after his hosting term ended. This was not the case. Mr. [redacted]’s account actually renewed for three years at the regular rate resulting in a...
$394.20 hosting charge and two $35 overdraft fees. Per Mr. [redacted]s request were able to process his refund of $394.20 on 1/28/2016. After this his request had to handed off to a higher tier to approve his request for a refund of the overdraft fees. On 2/5/2016 I was able to process his final request of $70 for his overdraft fees. Our stance on this issue is that we have processed all of the requests are within our scope of support, but are willing to work with Mr. [redacted] if he needs anything else. Regards, [redacted]Customer Relations
Our Corporate Support Team has reached out to this customer directly toaddress their refund request. In short, between 2/17/15 and 2/20/15 thiscustomer had multiple domain service renewals take place on their account. Thecustomer was billed $16.99 for each of these domain service renewals that...
hadtaken place during this time. Through our research of this situation, we wereunable to locate any phone or chat conversations this customer claimed to havemade with the request to not renew their domain registration services.Therefore we requested the customer to provide the chat transcript they madereference to in this complaint. The customer did provide us with a chattranscript the customer claimed to have taken place on 2/19. Please seeattached “Exhibit A” as reference. In review of the provided transcript, we were not able to locate thistranscript within our records, nor were we able to validate the chattranscript. With this being said, we were however able to locate a transcript dated 2/23between this customer and our support personnel inquiring about the recentdomain renewal service charges, and request to cancel and refund those charges.Please see attached "Exhibit B" for reference. As this customer was informedon 2/23 we would not be able to issue a refund for the domain service renewals.Simply put, once a domain has been registered or renewed, this process cannotbe reversed, and is non refundable. Therefore, once a domain does becomerenewed, this continues to be the customer’s property until the domain's nextexpiration. Regrettably, no refunds will be provided for the domain registrationservice. We would simply encourage this customer to log into their controlpanel, and make sure each domain is set to the "manual" renewalstatus. With regards to the "[redacted]" account, we would be gladto downgrade the account to a free domain parking account should this customer wishto no longer have hosting service. This will essentially still allow thecustomer to manage the domains through their next expiration. We also would beglad to cancel the account in full if the customer wishes to no longer maintainservice at Fatcow. Upon cancellation of the account, we would provide aprorated refund for the hosting service for the unused time remaining withinthe current term. We would strongly recommend for this customer to review our DomainRegistration Agreement located at http://www.fatcow.com/legal/legal_domain.bml.We should note that all customers agree to this agreement upon establishing anaccount on our platform.
To Whom It May Concern, We respond as follows to this complaint. On 2/5/2016 Mr. [redacted] called in because he had received an email from one of our agents referencing his account. This email was tailored for our FatCow customers, not our iPage customers. This was a mistake on our end. This...
email prompted Mr. [redacted] to investigate the issue as he is an iPage customer. During the phone call, the agent who answered, was not as forthcoming with the property of the account he was able to pull up with the information Mr. [redacted] provided as he should have been. Our agent was in fact referencing the iPage account that we have for Mr. [redacted], who was under the impression that he was calling FatCow for assistance. This led Mr. [redacted] to believe that a FatCow account existed with his information. Mr. [redacted] has requested that we delete this erroneous account and reverse any negative impacts it may have had on his hosting status and credit. Our stance on this issue is that we do not have a FatCow account for Mr. [redacted]. We do have an iPage account. There has been no negative impact on either party in regards to this situation. No charges for hosting have been placed in reference to the FatCow account because it does not exist. All of this could have been avoided if our agents were vigilant with the details of the information they were handling. We have relayed this information to Mr. [redacted] so he has it for his reference.
Business Bureau:
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:Endurance/[redacted] issued me a full refund quickly. I'm very happy they decided to do that as I believe that is the right thing for them to do. I'm appreciative to them.
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]
The customer received emails from us promoting [redacted] and the text of the email included the statement "the hackers are coming". This email arrived in his mailbox several days before his web site was hacked. We will pass along this feedback to our marketing team.We explained to the customer that...
[redacted] is common so it really is a matter of prevention. We informed the customer that [redacted] is our only automated solution, which is why it was recommended by our support. There are other options available to remove malware, including contacting an security expert or hiring a web master.The customer purchased the monthly [redacted] plan and his site was enabled on the day he filed this complaint (6/9/15). The customer realizes [redacted] is necessary and has decided to keep the service with no disputes. We acknowledge that our support team could have done a better job at addressing his concerns and escalating to a manager. We offered a $9.99 refund for the first month of [redacted], and the customer accepted. We have emailed Walter a list of suggestions for keep his account/website secure.
To whom it may concern:We respond to the complaint as follows. The complainant stated that she renewed the domain on April 25, 2016 but it was still showing expired in Domain Central. An agent updated the back end information so their website would show that the domain information was renewed....
However, the domain was expired and once the domain fully expired, it was purchased by a third party on May 25, 2016.[redacted] contact us several times that week to try and obtain her domain name back into her account. Since the domain was purchased by a thrid party, she was unable to get access to the domain. As of right now, we have reached out to the new owner of the domain '[redacted].org' to try and purchase the domain back into her possession. We are awaiting a response from the new owner but we will remain in contact with [redacted] until we are able to get this issue resolved.Regards,Dotster Customer Relations
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]
We have reviewed Mr. [redacted]s recent support requests regarding the dedicated server and were not able to identify any issues that were not addressed in regards to that hosting package.For clarification our Support services are a courtesy service that we offer with the purchase of our hosting services and products and there is no additional charge for support.If Mr. [redacted] can provide clarification on what issues or concerns that have not been addressed we would be happy to review them. 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.
Greetings,We can certainly understand the desire to keep personal information secure, however we do maintain record of our customers interactions in the event of a possible audit. We must also point out that we have a strict privacy policy in regards to how we manage this information...
: https://asmallorange.com/legal/privacy/Although we do need to maintain record of our customers for possible legal purposes, due to this request, we have now disabled this billing account so it is no longer accessible.
We are in communication with the customer with Ticket [redacted]. Customer has been sent the authorization code for the domain name on 2015-11-03. We will assist the customer in his transition to his new host in any way we can.
We are unable to find an account for the customer. We've reached out to her via phone and email to gather more details about the account in question but have not heard back yet. Thank you!
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]
Customer inquiry: "1) Have someone with technical experience, who actually knows what they are talking about, thrououghly examine my site and verify what version of [redacted] I am using. Again, this link proves the version. [redacted] Admit your last claim was incorrect."Response by PowWeb: The customer is absolutely correct and we thank him for pointing this out. It's possible [redacted] is pointing to an older installation, or the customer did not use our automated tools to perform the upgrade. Nevertheless, the customer can update the version number reflected in [redacted] by logging into [redacted] and clicking the Advanced tab. From there, he can click "Update version" to manually upgrade the version listed in [redacted]. Please let us know if we can assist further with this.Customer inquiry: "2) Provide a detailed list (including paths) of any files you claim are malicious, along with the dates they were uploaded to your server and from what IP they were uploaded from."Response by PowWeb: We aren't aware of any malicious files currently on the account. We will run another malware scan and provide the results to the customer directly. Depending on the number of files on the account, malware scans can take a while but we'll let the customer know the results as soon as possible.Customer inquiry: "3) Explain why a company that has been hosting websites for almost 20 years has no security in place to guard against injection of malware. However, you claim this protection is available, at twice the cost of hosting a website. Explain how this is ethical. "Response by PowWeb: As explained previously, injection of malware can occur if the customer is running out of date software on the server. In this case, the customer was running version 3.9.8 prior to this incident. After the attack, the customer upgraded to the latest version of [redacted]. Now the customer will have protection against future malicious attacks. [redacted] is open source software and it's easy to find information about vulnerabilities in prior versions. Unfortunately, hackers use this information to their advantage and attack users who are running older versions of the software. Going forward, we recommend checking for [redacted] upgrades on a regular basis, and upgrading any themes or plugins as well. We also suggest running regular malware scans for additional protection. The quicker malware is identified the quicker the issue can be remedied and lessen the damage to the customer web site.
We could not find evidence of the customer calling in during March to update the account. Generally agents will leave "notes" on the account to describe what occurred during a call but we don't see any during the month of March. In addition, we don't show any attempts by an agent to update the...
contact information for the customer, which will also be logged in the system. We also tried to search our phone system based on his phone number to locate calls from the customer. The earliest contact from this year was related to setting up another account on our sister-brand, [redacted], and this contact occurred on 4/22/2015. As a gesture of goodwill, we have downgraded the account and issued a refund in the amount of $323.64 back to the customer as he requested in his complaint. We also asked the customer for his assistance with updating our account records with his correct contact information.Thank you!
To Whom It May Concern, We respond as follows to this complaint. Mr. [redacted] contacted us on May 5, 2016 and requested more information regarding the downtime of his site as well as a credit. He was contacted by a manager within 48 business hours. He did have further questions that required...
answers from several departments. Unfortunately, the follow up questions were not answered for 10 days. As they pertain to numerous questions involving the Terms of Service the answers did take longer to produce. However, we should have provided an update. We did however reach out to Mr. [redacted] on May 19, June 6 and June 8. On June 10, Mr. Fairborn wrote "Do I need to reply every time I get an update in order for this to remain in Management's view?" and then contacted the Revdex.com on June 10 regarding his concerns with our terms of service and business practices. We did have our Abuse/Security Manager contact Mr. [redacted] via email on June 13 and again on June 17. He also attempted to call the customer on June 17 and June 20 to find out if the information he provided resolved the issue. We have yet to hear back regarding this incident. We have also issued a credit on Mr. [redacted]'s account. At this point we are unsure if the issue is resolved and all of Mr. [redacted]'s questions have been answered. He does have a full line of communication with our Abuse/Security Manager should he have any further questions or concerns. Regards, [redacted] Customer Relations
To Whom It May Concern,We respond as follows to this complaint.Mr. [redacted] contacted us on December 23rd, 2015 and inquired about charges of $131.88 to his credit card for website services that renewed in October 2015. Mr.[redacted] requested a full refund of $131.88 on December 23rd, 2015 and the...
request was escalated to our billing team for further review. Our billing department informed Mr.[redacted] that hosting renewals are non refundable and the account has been set to not renew at the end of the paid term. Per our terms of service, customers acknowledge that services are set to renew automatically using the payment method on file and the auto renewal status can be disabled by requesting it in writing prior to the renewal date. Furthermore, we do not issue refunds for services rendered after thirty days of renewal. Prior to charging Mr. [redacted], we sent a renewal notice to the email address on file ([redacted]) alerting Mr. [redacted] that there would be an auto charge on October 26th, 2015 for the active hosting services to the credit card on file.Once we were alerted to Mr. [redacted] dispute with the Revdex.com, we reached out to Mr. [redacted] via email offering a prorated refund of $109.99 as a gesture of goodwill even though he was outside of the billing terms of service. At this time it appears Mr. [redacted] did not reply to our email and instead pursued to file a dispute with his credit card company for charge of $131.88. While we did try to resolve this dispute amicably, it appears Mr. [redacted] has chosen to work with his credit card company to resolve this matter. If Mr. [redacted] cancels the chargeback with his financial institution we will be more than happy to refund the prorated amount of $109.99 back to his credit card. Thank You,Startlogic Customer Relations
To Whom it may concern, We respond to this complaint as follows.At this time our registrar operations team is looking into this matter further to ensure all aspects are reviewed in this case and a amicable resolution is provided for Mr. [redacted]. We will be reaching out to the customer via ticket...
number [redacted] in regards to this matter. We ask that Mr. [redacted] please update ticket [redacted] should he have any additional questions or concerns regarding this case. Sincerely,iPage Customer Relations
To whom it may concern, We respond to this complaint as follows. Mr. [redacted] contacted our web advisors via chat on October 14,2016 and inquired about the renewal of his account. We can confirm that the advisor who assisted Mr. [redacted] renewed the hosting on Mr....
[redacted]'s account for one year at the discounted rate of $71.40 however, the advisor did not inform Mr. [redacted] that his domain name was scheduled for renewal on November 17,2016. Although, domain renewals are solely the customers responsibility to manage and maintain as stated in section eight (8) of our domain registration agreement located here : [redacted] we feel that the advisor should have done their due diligence and informed Mr. [redacted] of the upcoming domain renewal. As a gesture of goodwill, we have renewed Mr. [redacted]'s domain name ([redacted]) for one (1) year at no cost to him. The next renewal date will be on November 17,2017. Regards,iPage 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, Mr. [redacted] contacted us to have his account deleted on 08/05/2014. He was informed that his account was set to just delete after his hosting term ended. This was not the case. Mr. [redacted]’s account actually renewed for three years at the regular rate resulting in a...
$394.20 hosting charge and two $35 overdraft fees. Per Mr. [redacted]s request were able to process his refund of $394.20 on 1/28/2016. After this his request had to handed off to a higher tier to approve his request for a refund of the overdraft fees. On 2/5/2016 I was able to process his final request of $70 for his overdraft fees. Our stance on this issue is that we have processed all of the requests are within our scope of support, but are willing to work with Mr. [redacted] if he needs anything else. Regards, [redacted]Customer Relations
Our Corporate Support Team has reached out to this customer directly toaddress their refund request. In short, between 2/17/15 and 2/20/15 thiscustomer had multiple domain service renewals take place on their account. Thecustomer was billed $16.99 for each of these domain service renewals that...
hadtaken place during this time. Through our research of this situation, we wereunable to locate any phone or chat conversations this customer claimed to havemade with the request to not renew their domain registration services.Therefore we requested the customer to provide the chat transcript they madereference to in this complaint. The customer did provide us with a chattranscript the customer claimed to have taken place on 2/19. Please seeattached “Exhibit A” as reference. In review of the provided transcript, we were not able to locate thistranscript within our records, nor were we able to validate the chattranscript. With this being said, we were however able to locate a transcript dated 2/23between this customer and our support personnel inquiring about the recentdomain renewal service charges, and request to cancel and refund those charges.Please see attached "Exhibit B" for reference. As this customer was informedon 2/23 we would not be able to issue a refund for the domain service renewals.Simply put, once a domain has been registered or renewed, this process cannotbe reversed, and is non refundable. Therefore, once a domain does becomerenewed, this continues to be the customer’s property until the domain's nextexpiration. Regrettably, no refunds will be provided for the domain registrationservice. We would simply encourage this customer to log into their controlpanel, and make sure each domain is set to the "manual" renewalstatus. With regards to the "[redacted]" account, we would be gladto downgrade the account to a free domain parking account should this customer wishto no longer have hosting service. This will essentially still allow thecustomer to manage the domains through their next expiration. We also would beglad to cancel the account in full if the customer wishes to no longer maintainservice at Fatcow. Upon cancellation of the account, we would provide aprorated refund for the hosting service for the unused time remaining withinthe current term. We would strongly recommend for this customer to review our DomainRegistration Agreement located at http://www.fatcow.com/legal/legal_domain.bml.We should note that all customers agree to this agreement upon establishing anaccount on our platform.
To Whom It May Concern, We respond as follows to this complaint. On 2/5/2016 Mr. [redacted] called in because he had received an email from one of our agents referencing his account. This email was tailored for our FatCow customers, not our iPage customers. This was a mistake on our end. This...
email prompted Mr. [redacted] to investigate the issue as he is an iPage customer. During the phone call, the agent who answered, was not as forthcoming with the property of the account he was able to pull up with the information Mr. [redacted] provided as he should have been. Our agent was in fact referencing the iPage account that we have for Mr. [redacted], who was under the impression that he was calling FatCow for assistance. This led Mr. [redacted] to believe that a FatCow account existed with his information. Mr. [redacted] has requested that we delete this erroneous account and reverse any negative impacts it may have had on his hosting status and credit. Our stance on this issue is that we do not have a FatCow account for Mr. [redacted]. We do have an iPage account. There has been no negative impact on either party in regards to this situation. No charges for hosting have been placed in reference to the FatCow account because it does not exist. All of this could have been avoided if our agents were vigilant with the details of the information they were handling. We have relayed this information to Mr. [redacted] so he has it for his reference.
Better...
Business Bureau:
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:Endurance/[redacted] issued me a full refund quickly. I'm very happy they decided to do that as I believe that is the right thing for them to do. I'm appreciative to them.
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]
The customer received emails from us promoting [redacted] and the text of the email included the statement "the hackers are coming". This email arrived in his mailbox several days before his web site was hacked. We will pass along this feedback to our marketing team.We explained to the customer that...
[redacted] is common so it really is a matter of prevention. We informed the customer that [redacted] is our only automated solution, which is why it was recommended by our support. There are other options available to remove malware, including contacting an security expert or hiring a web master.The customer purchased the monthly [redacted] plan and his site was enabled on the day he filed this complaint (6/9/15). The customer realizes [redacted] is necessary and has decided to keep the service with no disputes. We acknowledge that our support team could have done a better job at addressing his concerns and escalating to a manager. We offered a $9.99 refund for the first month of [redacted], and the customer accepted. We have emailed Walter a list of suggestions for keep his account/website secure.
To whom it may concern:We respond to the complaint as follows. The complainant stated that she renewed the domain on April 25, 2016 but it was still showing expired in Domain Central. An agent updated the back end information so their website would show that the domain information was renewed....
However, the domain was expired and once the domain fully expired, it was purchased by a third party on May 25, 2016.[redacted] contact us several times that week to try and obtain her domain name back into her account. Since the domain was purchased by a thrid party, she was unable to get access to the domain. As of right now, we have reached out to the new owner of the domain '[redacted].org' to try and purchase the domain back into her possession. We are awaiting a response from the new owner but we will remain in contact with [redacted] until we are able to get this issue resolved.Regards,Dotster Customer Relations
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]
We have reviewed Mr. [redacted]s recent support requests regarding the dedicated server and were not able to identify any issues that were not addressed in regards to that hosting package.For clarification our Support services are a courtesy service that we offer with the purchase of our hosting services and products and there is no additional charge for support.If Mr. [redacted] can provide clarification on what issues or concerns that have not been addressed we would be happy to review them. 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.
Greetings,We can certainly understand the desire to keep personal information secure, however we do maintain record of our customers interactions in the event of a possible audit. We must also point out that we have a strict privacy policy in regards to how we manage this information...
: https://asmallorange.com/legal/privacy/Although we do need to maintain record of our customers for possible legal purposes, due to this request, we have now disabled this billing account so it is no longer accessible.
We are in communication with the customer with Ticket [redacted]. Customer has been sent the authorization code for the domain name on 2015-11-03. We will assist the customer in his transition to his new host in any way we can.
We are unable to find an account for the customer. We've reached out to her via phone and email to gather more details about the account in question but have not heard back yet. Thank you!
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]
Customer inquiry: "1) Have someone with technical experience, who actually knows what they are talking about, thrououghly examine my site and verify what version of [redacted] I am using. Again, this link proves the version. [redacted] Admit your last claim was incorrect."Response by PowWeb: The customer is absolutely correct and we thank him for pointing this out. It's possible [redacted] is pointing to an older installation, or the customer did not use our automated tools to perform the upgrade. Nevertheless, the customer can update the version number reflected in [redacted] by logging into [redacted] and clicking the Advanced tab. From there, he can click "Update version" to manually upgrade the version listed in [redacted]. Please let us know if we can assist further with this.Customer inquiry: "2) Provide a detailed list (including paths) of any files you claim are malicious, along with the dates they were uploaded to your server and from what IP they were uploaded from."Response by PowWeb: We aren't aware of any malicious files currently on the account. We will run another malware scan and provide the results to the customer directly. Depending on the number of files on the account, malware scans can take a while but we'll let the customer know the results as soon as possible.Customer inquiry: "3) Explain why a company that has been hosting websites for almost 20 years has no security in place to guard against injection of malware. However, you claim this protection is available, at twice the cost of hosting a website. Explain how this is ethical. "Response by PowWeb: As explained previously, injection of malware can occur if the customer is running out of date software on the server. In this case, the customer was running version 3.9.8 prior to this incident. After the attack, the customer upgraded to the latest version of [redacted]. Now the customer will have protection against future malicious attacks. [redacted] is open source software and it's easy to find information about vulnerabilities in prior versions. Unfortunately, hackers use this information to their advantage and attack users who are running older versions of the software. Going forward, we recommend checking for [redacted] upgrades on a regular basis, and upgrading any themes or plugins as well. We also suggest running regular malware scans for additional protection. The quicker malware is identified the quicker the issue can be remedied and lessen the damage to the customer web site.
We could not find evidence of the customer calling in during March to update the account. Generally agents will leave "notes" on the account to describe what occurred during a call but we don't see any during the month of March. In addition, we don't show any attempts by an agent to update the...
contact information for the customer, which will also be logged in the system. We also tried to search our phone system based on his phone number to locate calls from the customer. The earliest contact from this year was related to setting up another account on our sister-brand, [redacted], and this contact occurred on 4/22/2015. As a gesture of goodwill, we have downgraded the account and issued a refund in the amount of $323.64 back to the customer as he requested in his complaint. We also asked the customer for his assistance with updating our account records with his correct contact information.Thank you!
To Whom It May Concern, We respond as follows to this complaint. Mr. [redacted] contacted us on May 5, 2016 and requested more information regarding the downtime of his site as well as a credit. He was contacted by a manager within 48 business hours. He did have further questions that required...
answers from several departments. Unfortunately, the follow up questions were not answered for 10 days. As they pertain to numerous questions involving the Terms of Service the answers did take longer to produce. However, we should have provided an update. We did however reach out to Mr. [redacted] on May 19, June 6 and June 8. On June 10, Mr. Fairborn wrote "Do I need to reply every time I get an update in order for this to remain in Management's view?" and then contacted the Revdex.com on June 10 regarding his concerns with our terms of service and business practices. We did have our Abuse/Security Manager contact Mr. [redacted] via email on June 13 and again on June 17. He also attempted to call the customer on June 17 and June 20 to find out if the information he provided resolved the issue. We have yet to hear back regarding this incident. We have also issued a credit on Mr. [redacted]'s account. At this point we are unsure if the issue is resolved and all of Mr. [redacted]'s questions have been answered. He does have a full line of communication with our Abuse/Security Manager should he have any further questions or concerns. Regards, [redacted] Customer Relations
To Whom It May Concern,We respond as follows to this complaint.Mr. [redacted] contacted us on December 23rd, 2015 and inquired about charges of $131.88 to his credit card for website services that renewed in October 2015. Mr.[redacted] requested a full refund of $131.88 on December 23rd, 2015 and the...
request was escalated to our billing team for further review. Our billing department informed Mr.[redacted] that hosting renewals are non refundable and the account has been set to not renew at the end of the paid term. Per our terms of service, customers acknowledge that services are set to renew automatically using the payment method on file and the auto renewal status can be disabled by requesting it in writing prior to the renewal date. Furthermore, we do not issue refunds for services rendered after thirty days of renewal. Prior to charging Mr. [redacted], we sent a renewal notice to the email address on file ([redacted]) alerting Mr. [redacted] that there would be an auto charge on October 26th, 2015 for the active hosting services to the credit card on file.Once we were alerted to Mr. [redacted] dispute with the Revdex.com, we reached out to Mr. [redacted] via email offering a prorated refund of $109.99 as a gesture of goodwill even though he was outside of the billing terms of service. At this time it appears Mr. [redacted] did not reply to our email and instead pursued to file a dispute with his credit card company for charge of $131.88. While we did try to resolve this dispute amicably, it appears Mr. [redacted] has chosen to work with his credit card company to resolve this matter. If Mr. [redacted] cancels the chargeback with his financial institution we will be more than happy to refund the prorated amount of $109.99 back to his credit card. Thank You,Startlogic Customer Relations
To Whom it may concern, We respond to this complaint as follows.At this time our registrar operations team is looking into this matter further to ensure all aspects are reviewed in this case and a amicable resolution is provided for Mr. [redacted]. We will be reaching out to the customer via ticket...
number [redacted] in regards to this matter. We ask that Mr. [redacted] please update ticket [redacted] should he have any additional questions or concerns regarding this case. Sincerely,iPage Customer Relations