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. As requested by Ipage, I have cancelled the complaint with [redacted] in order for them to process my remaining refund.
Regards,
[redacted]
I paid under the grace period, and I did not receive notification for the failure until I reviewed the account, I paid, they system faild, I have the receipt, the bank statement, the only failure its from the business, as a good will they must pay for their error.
Regards,
[redacted]
Revdex.com:First of all, this business is WAY off on my name. My name is [redacted], not "[redacted]". There is no excuse in the world for butchering my name to that extent.Secondly, I have reviewed the response submitted by the business in reference to complaint #[redacted]. My issue with this business has been resolved to my satisfaction. I would like to further recommend that this business do a thorough re-training of its "customer service" employees. This is the last time I will use [redacted]'s chat feature and/or 1-800 number. From this point forward, I will be contacting [redacted]'s social media account for any issues that may arise in the future. No one seems to care at all about customers in their "customer service" department.Outside of this issue, I've had no problems with [redacted] in the 13 years I have been utilizing their services. Their company may continue to host my current two websites.Please close out my complaint as "resolved".Sincerely,
Mr. [redacted] (not "[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.
First off I paid a total of $50.14 ($20.14 & $30) for 2 separate accounts with their services. They offer a 99.99% uptime guarantee and they have never been able to fulfill that guarantee. I had to contact them on many occasions due to their servers being down and that shut down my sites temporarily. I am sure they got tired of me opening support tickets asking them to fix the issues which is why this matter came to be.They shut all of my sites down and I did not have access to them since I would need to log into my sites to make the changes they wanted. They also locked me out of their "[redacted]" which has all of my database records so I had no way to get my files downloaded to my computer. They said I had malicious files on my websites and they were wrong, I called them and their tech support [redacted] 2 manager as they called him said that they were not malicious files but potential back doors to get into my websites. The definition of [redacted] is: "[redacted] refers to software programs designed to damage or do other unwanted actions on a computer system." (definition from techterms.com). Backdoors are NOT [redacted]. I told the manager this and he said they are still a threat even if they are not actual [redacted] or viruses. He said the potential is still there that they could be compromised one day. I could not understand exactly what his name was but he said something like "[redacted]", but I am not sure. I even had my site scanned by [redacted] (I enclosed s screenshot) which is a top website security and threat detection company. They found no threats of any kind. I told the [redacted] 2 manager this and he said that doesn't matter because their software detected some. He told me the only way to get access to my sites again was to buy their "[redacted]" security service which is about $90 per domain (i had 157 with them) or delete everything and lose all my data. I couldn't afford to pay them $90 per domain I had there, that would have been over $14,000. That is crazy. The software they used to scan and find the alleged infected files was "[redacted]", the same service they were trying to extort me into buying. That is a clash of interest. I have about 50 screenshots of all of the support tickets for both accounts and have proof of everything they were trying to do. Each time they contacted me or when I called on the phone they kept trying to force me to buy the "[redacted]" security service. I lost advertisers and advertising money because of their extortion attempt so I figure a complete refund of what I paid for both account is way beyond fair to them. I lost much more than that. They didn't give me any kind of warning or anything before they shut down my websites for fraudulent claims of [redacted]. I had the site check by other security services and they detected no [redacted] either. It was just their "[redacted]" scanner software which only detected what THEY called potential back doors and they detected that only because they wanted to strong arm me into paying for their "[redacted]" security service.All I wanted was access to my websites and all my data so I could retrieve it to my computer and get it off their system. They wouldn't let me have access to everything I needed until I either bought the "[redacted]" security service or deleted my data. I would have happily removed everything they falsely claimed was infected just so I wouldn't lose my data and all the money they cost me by wrongfully shutting my websites down.A complete refund of the $50.14 I paid is more than fair to them. I should be pushing for more because they wrongfully closed down my sites and cost me more than that. I am willing to let their extortion/strong arm tactics be a thing of the past but only if I get a complete refund. They could not hold up their end of the contract so I am entitled to a refund because they broke their agreement with the 99% uptime guarantee and they wrongfully shut my sites down costing me alot more than the amount they should refund me. If I was a lesser person I would pursue their extortion/strong arm tactics further but I just want this incident behind me.I only want what is somewhat fair to me. Trying to force me into buying an unwanted and unneeded service is just a bad way for them to do business!
Regards,
[redacted]
During a routine scan on our servers, malware was found in a number
of website files on the customer's account. Although the server is secure, more local infections can happen in a number of ways. The most
common ways are through insecure passwords or outdated website software. We recommend...
using strong passwords and such passwords should be kept confidential. The customer may even want to run a scan on their local machines for key-loggers that would
save passwords, or other viruses as a precautionary measure. Open source CRM's such as [redacted], themes, or plugins can be vulnerable to malware attacks. Access to the files is normally gained
through a vulnerability in the software (not FTP) and is used to inject malicious
code. Because our scans picked up malware that was found
mostly throughout theme and plugin folders, this indicates that the software installed on the account is out of date and this was the entry point for the hack.
Keeping the software updated can be crucial in preventing malware attacks because the
updates that the software developers release are intended to patch up
vulnerabilities found in older versions. Because this relates to the maintenance of the website coding and
operation, Powweb only takes part in securing the servers. The customer is ultimately responsible for keeping their software applications up to date to avoid malware attacks. We rely on experts like [redacted], who we believe are the most trusted
in the business, to be our malware removal solution. This is not
required by any means, but is highly recommended because it is
efficient. We promoted [redacted] prior to the infection because it can
happen to anyone and we want each of our customers to know their
options. Not only will [redacted] remove the current malware, but it can
prevent future malware with the right plan. You can opt to remove the
malware code from the files, replace the files with a clean backup, or
remove the files altogether. Although the customer received a suspension notice and we typically suspend as
soon as our scans pick up an infection, the account has remained
enabled. The suspension is simply our way of ensuring that the infection
does not spread or worsen while the issue is resolved. We are happy to go over the options for removing the malware with the customer. As a gesture of goodwill, we can offer the customer the [redacted] Prevent service for 50% of the normal price for 1 year.
This would bring the cost from $199.99 to $100. The customer can also hire a webmaster to remove the malware and update the software on the web site, or they can attempt to remove the malware on their own, and apply any necessary updates.
To whom it may concern,we respond to this complaint as follows.On August 11, 2016 Mr. [redacted](“Customer”) contacted us about not receiving 1 of the 2 domains he purchased. On his initial contact with us we investigated the issue and determined that the customer was charged the correct...
price($38.34) for purchasing 1 domain name for 5 years. Our internal, as well as external billing system showed the customer had purchased a single domain name for 5 years. However the customer remained adamant that on his computer screen he was shown that upon check out he would be receiving 2 domain names for the price of $38.34.On August 12, 2016 the customer provided screenshots of the receipt he received from us in his email. Being that screenshots are often modified to mislead us, we remained skeptical of the situation. After speaking with [redacted] on August 22, 2016 he was able to show me how to replicate this exact error. With [redacted]’s assistance we found a interface glitch on the front of our website. We were able to ‘break’ the checkout page to show incorrect products and pricing which explained the situation that [redacted] was experiencing.In order to apologize and thank the customer for showing us a major flaw in our site, we provided him with the domain he requested for 5 years free of charge. At the time of this writing I am happy to say that we have mended our relationship with [redacted].Sincerely,Netfirms Customer Relations
Our engineering team reviewed our available back ups and unfortunately we were unable to locate the email on the servers. In regards to someone accessing the customer's account, based on our records we do not seeing anyone accessing the account during the times when the customer had not...
reached out for assistance. The only times our team has accessed is when we have had a contact for support or questions.As a gesture of goodwill, we are refunding the recent charge for the 5GB upgrade ($24.95) so the customer will have this product for free for one year, as well as added a credit on the account of $30.
To Whom it May Concern,We respond to this complaint as follows. It appears that Mr. [redacted]'s issues have been resolved. We have reached out to Mr. [redacted] to confirm that all of the problems he was experiencing have been addressed but we have not heard back from him at this time. If Mr. [redacted]...
has any further issues or concerns that he feels have not been taken care of he can contact us and we would be more than happy to assist him. Thank you,FatCow Customer Relations
To clarify, The EnduranceInternational Group d/b/a Domain-inc serves nearly 4 million customers across21 plus countries globally. Email[redacted] is a service partner offering productsacross the various Endurance brands/hosting service providers. With regards to this customer’scomplaint, we were...
actually able to locate an account username “buybooksandmorecom”listed under this party’s email address as well as their first and last name.In a way of background, this account was initially created on 11/29/2014. TheEmail[redacted] subscription was set to renew on 12/26/2014 in the amount of $99.50.We must emphasize our records indicate this transaction had actually failed, wehave no proof of this transaction taking place on our platform as this customeris disputing within their complaint. On 1/5/2015 our Support Team hadsent this customer an email (see attached Exhibit A), informing that thetransaction had not taken place, additionally our team had made an offer toissue a full refund back to this customer if they can provide specific proofthat they were billed. Our Corporate Support Team has alsosent an email to this customer informing of the same offer. To prevent a futurebilling of this product we have taken the preventative action and have nowremoved this product off of the account and have cleared all past due flags. If this customer believes thisaccount had been created fraudulently, they will need to respond to our emailmaking mention of this so that we can process an immediate cancellation of servicefor this account.
To Whom it May Concern,We respond to this complaint as follows. We have received five DMCA complaints for the website(s) Mr. [redacted] was hosting on his StartLogic account. Due to the nature of the complaints we received and numerous violations of our Terms of Service, we will not be able to provide Mr. [redacted] with a backup of his website files as it contains copyrighted material nor will we be able to allow him to continue using our services.Our Terms of Service states the following in relation to this matter: "b. This Agreement may be terminated or cancelled;iii.by StartLogic in the event of nonpayment by User, by StartLogic, at any time, without notice, if, in StartLogic's sole and absolute discretion and/or judgment, User is in violation of any term or condition of this Agreement and related agreements, AUP, or User's use of the Services disrupts or, in StartLogic's sole and absolute discretion and/or judgment, could disrupt, StartLogic's business operations and/or"."5. User's Representations and Warranties.a. User hereby represents and warrants to StartLogic, and agrees that during the Initial Term and any Term thereafter User will ensure that:ii. User's use, publication and display of the User Content will not infringe any copyright, patent, trademark, trade secret or other proprietary or intellectual property right of any person, or constitute a defamation, invasion of privacy or violation of any right of publicity or any other right of any person, including, without limitation, any contractual, statutory or common law right or any "moral right" or similar right however denominated;""StartLogic's Acceptable Use Policy (AUP)4. Prohibited Uses. Users may not: ii. Utilize the Services to copy material from third parties (including text, graphics, music, videos or other copyrightable material) without proper authorization;iii. Utilize the Services to misappropriate or infringe the patents, copyrights, trademarks or other intellectual property rights of any third party;vi. Utilize the Services in any manner that violates applicable law.d. Remedies. If StartLogic learns of a violation of this AUP, StartLogic will respond to the applicable User and may, in StartLogic's sole discretion, take any or all of the following actions, with or without notice as it deems necessary or appropriate in accordance with the severity and duration of the violation: 5.Violations: i. Warning the User: and/orii. Suspending the offending User from the Services; and/or Terminating or cancelling, or disconnecting the offending User from, the Services; and/oriii. Imposing fees or charges on the offending User account in accordance with the applicable service contract; and/oriv. Removing the offending content; and/orv. Taking other action in accordance with this AUP, the applicable service contract or applicable law.""f. UPON TERMINATION OF THIS AGREEMENT FOR ANY CAUSE OR REASON WHATSOEVER, USER WEB SITE FILES AND USER CONTENT AND OTHER DATA IS DELETED UPON ACCOUNT TERMINATION. Accordingly, User should always maintain back-up copies of User's web site and other User content and data so User may use such copies host elsewhere after such termination."Please feel free to review our full Terms of Service[redacted]) should you have further questions. Thank you,StartLogic Customer Relations
To Whom it May Concern:We address this complaint as follows.[redacted] contacted Homestead on August 11, 2016 because she kept receiving charges from Homestead. The complainant had switched providers in July of 2015 but forgot to call Homestead to cancel the account. Per our Terms of Service, we may...
only offer a 3 month refund. The Web Advisor that [redacted] spoke with refunded four months of service as a courtesy.Regretfully, that is the max refund that Web Advisors are able to provide. As a courtesy to the complainant, we have gone ahead and refunded for the remaining 8 months in which the customer was not using our services. The amount of $95.92 was refunded to the card initially charged. If [redacted] has any questions or concerns, she may feel free to contact us anytime.Regards,Homestead 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Well the company is doing further harm and the answer to say they adequately addressed the issue is not acceptable at all.Since I have reported a complaint to the Revdex.com and again appealed the complaint as we did not receive the notice from Revdex.com just received the email case closed!!! I had to fight to get it re-opened…Since these issues now I have emails showing they were open and read yet no one from HSS opened or read them, this just started happening after I complained to the Revdex.com regarding my email account and isn’t it weird that I have emails showing read and open but not.. Like they are shifting through my mail… Isn’t this illegal and what can I do to stop them…First I thought they had someone attacking me since my email was down multiple times and they even admitted they caused the issue, but claim they were not malicious mistakes, now I get this…Should I bother since they will read this and either delete it or delete your response…Maybe now they can see I know what they are doing….I also double checked with Microsoft to assure if any other cause for file to show open if I didn’t open it and they said no someone opened it if it shows open when it is delivered….
Regards,
[redacted]
Greetings, We've since had a chance to review this situation and see that while there was an attempt to create an account in December, we had not yet received the [redacted] payment so the account did not finish creating. As such, at that point there was no package to cancel. We then found that a...
payment was successfully made in February which finalized the account creation. As requested, we have now canceled this package and fully refunded the payment which applied to the account. We understand there is a concern that we continued to attempt to charge the [redacted] account, however we cannot actually charge [redacted]. Instead, [redacted] is setup to send payments to us so the [redacted] subscription would need to be canceled within the customer's [redacted] account in order to prevent further sending of funds. If there are any remaining payments that have not yet been refunded, we have reached out to Ms. [redacted] to request the [redacted] transaction IDs to ensure that any and all payments have been refunded in full.
To whom it may concern, We respond to this rebuttal as follows. First, we would like to apologize for any confusion we may have caused in our previous response. We can confirm that [redacted]'s account was apart of the Verio migration however, the domain ([redacted]) was provided by [redacted] Verio and was owned by legacy verio ([redacted]) and could not be transferred over . As stated before, the legacy server was shut off on January 16,2017 and any access to the test URL ([redacted]) was lost. This is the reason as to why we unfortunately do not have a back up of [redacted]'s email. Customers generally register a real domain for website and email services in which they can transfer their domain between different providers. We recommend that [redacted] register a domain name on his account to prevent scenarios such as this from happening in the future. Sincerely,Verio Customer Relations
I did receive my money back for the complaint # [redacted] however they have not completely cancelled my account as I asked them to, I received an email on 7-15-2015 asking for a payment of $ 15.95 maybe they are having more computer issues and have not resolve this yet. I will be blunt I no longer wish to do business with this company. I will only accept there response once my account is completely cancelled which I have asked for and they stop trying to charge me.
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.
I have requested written confirmation from [redacted] bank and am awaiting their response. As per ipage's claim that they responded to each of my emails explaining the issue, that claim is false. I sent them multiple emails and all I ever received back was a generic "There is an issue; click this link to email our customer service" (with no explanation). When I clicked that link and again requested an explanation as to the problem, I only received the same generic response back with no explanation. And when we cleared the hold (associated with waiting for clarification on the charge), I'm sure [redacted] gave them ample notification they had cleared the payment. All of this was in response to ipage's attempt to charge me for a service I did not request nor want (submission to the [redacted] search engine, as if that has any value to anyone). I will forward [redacted]'s response to them again once I receive it.
Regards,
[redacted]
When a domain is due for renewal, the registrant is sent courtesy notifications either through our system or by the registrar regarding the upcoming renewal. Our records indicate that we sent reminder emails on the following dates and times: 2015-03-27...
08:31:40 to [redacted] (60 Days to renewal) 2015-04-26 08:47:00 to [redacted] (30 Days to renewal) 2015-05-21 08:40:56 to [redacted] (5 Days to renewal) 2015-05-26 08:42:12 to [redacted] (Domain Expired) At this point, we can confirm the domain is available for registration again. Therefore, the customer may register the domain with any domain registration service provider at the normal registration cost, but we suggest locking in the domain for multiple years. The customer can register the domain again at FatCow by going to the following link: http://www.fatcow.com/domains/
After a thorough review of thiscustomer’s account as well as their complaint we have determined that on December17th, our [redacted] had located a network disturbance isolatedto this particular customer’s account which had negatively impacted theperformance of our platform, effecting...
other customers hosting on the sameserver pool as this customer. After a thorough account scan it was determinedthe disturbance was caused by [redacted] injections embedded within thiscustomer’s website/site applications. Due to the negative impact this washaving on our platform we had no choice but to isolate this issue by suspendingthis customer’s account, in turn this re-stabilized our platform protectingother customers’ website performance. On December 17th, thiscustomer was provided written documentation of the [redacted] detected, and wasrequested to take action from their end to remedy the situation so that wecould once more enable the account. On December 19th, our CorporateSupport Team had been in contact with this customer to provide furtherexplanation and insight into this customer’s issue. We should note that ourteams had made multiple attempts through a series of correspondences with thiscustomer to rectify their issue. Unfortunately instead of accepting ourdiagnosis and means of resolution, this customer continued to place blame onour programmers for the [redacted] injections. In a way of background, there areactually many reasons for [redacted] showing up in cases such as this. As thiscustomer had previously mentioned, their website and scripts had been sittingidle for an extended period of time without being updated. This more thanlikely may have been the cause for [redacted] to have been injected into thiscustomer’s site. As an “Open-Source” hosting platform, it is ultimately the customer’sresponsibility to manage and maintain all aspects of their website, filemanagement, and website maintenance. We should emphasize that platform securityis indeed one of our main priorities, and certainly ensure platform security,durability, and reliability. We also would like to make mention that ourservers do have the necessary [redacted] in place to block intrusion. With thisbeing said, platform security is actually a duel responsibility between us andour customers as we must emphasize customer engagement is required if acustomer plans on setting up a database driven website, or script applicationbased site to prevent situations such as this from occurring. On December 22nd afollow up scan was completed for this customer’s site documenting the [redacted]had been removed. Upon this scan the customer’s website and account wasunsuspended, providing all system services back to this customer. Ultimately we need to emphasizethat no wrong doing from our end could be found as it related to thisparticular case. Our [redacted]Teams acted with the best interest ofprotecting the stability and security of the platform when this particularcustomer’s account had been suspended. This suspension was to prevent furthernegative impact on our platform. This customer’s website was not singled out, ratherthis was an unfortunate instance that could not have been prevented from ourend despite how this customer feels about this particular case. Our teams hadworked with this customer closely to address the situation and work towards aresolution. Once the situation was resolved, an immediate enabling of thewebsite took place. We should also point out that if this had been a defectwithin our platform, other customers on this same server pool would have been negativelyimpacted as well. Since there was no patter of other customers having this sameissue within the same serer pool, we have deemed this to be an isolated,account specific related issue versus an issue with the platform. Due to our findings we are unableto provide this customer the free hosting credits as requested to make up forthe suspension of their website. We kindly ask this customer to review our fullTerms of Service and Limitations of Liability.
To whom it may concern, We respond to this rebuttal as follows. We have looked into the ticket : [redacted] and it appears the domain pointers were not directing to the correct path on the back end and the permissions for the sites also needed to be reset which caused Mr. [redacted]'s sites to not load properly. We can confirm that our engineers were able to resolve the issue by correcting the permissions and the domains pointer path on the back end and all sites are now loading without any issue. In addition, when our technicians reply to a ticket inquiry the system will show the ticket as closed as a response has been sent to the customer. However, when the customer replies to the ticket response the ticket will reopen in the system. Customers can also have a ticket re-opened by our support team. We have reached out to Mr. [redacted] in a new ticket ( [redacted] ) to address his concerns in the Revdex.com complaint however, we have not received a response from the customer. As a gesture of goodwill we have issued a refund for charges that occurred on Mr. [redacted]'s Reseller account four Resold accounts for the year of 2016 as no current charges have taken place on any of the accounts for the year of 2017. The refunds were processed to the credit cards charged and will appear on Mr. [redacted]'s account within 5-7 days. If there are any outstanding issues that Mr. [redacted] is currently experiencing we ask that he reply to ticket ([redacted]) and we will be more than happy to help. Sincerely,ReadyHosting 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. As requested by Ipage, I have cancelled the complaint with [redacted] in order for them to process my remaining refund.
Regards,
[redacted]
I paid under the grace period, and I did not receive notification for the failure until I reviewed the account, I paid, they system faild, I have the receipt, the bank statement, the only failure its from the business, as a good will they must pay for their error.
Regards,
[redacted]
Revdex.com:First of all, this business is WAY off on my name. My name is [redacted], not "[redacted]". There is no excuse in the world for butchering my name to that extent.Secondly, I have reviewed the response submitted by the business in reference to complaint #[redacted]. My issue with this business has been resolved to my satisfaction. I would like to further recommend that this business do a thorough re-training of its "customer service" employees. This is the last time I will use [redacted]'s chat feature and/or 1-800 number. From this point forward, I will be contacting [redacted]'s social media account for any issues that may arise in the future. No one seems to care at all about customers in their "customer service" department.Outside of this issue, I've had no problems with [redacted] in the 13 years I have been utilizing their services. Their company may continue to host my current two websites.Please close out my complaint as "resolved".Sincerely,
Mr. [redacted] (not "[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.
First off I paid a total of $50.14 ($20.14 & $30) for 2 separate accounts with their services. They offer a 99.99% uptime guarantee and they have never been able to fulfill that guarantee. I had to contact them on many occasions due to their servers being down and that shut down my sites temporarily. I am sure they got tired of me opening support tickets asking them to fix the issues which is why this matter came to be.They shut all of my sites down and I did not have access to them since I would need to log into my sites to make the changes they wanted. They also locked me out of their "[redacted]" which has all of my database records so I had no way to get my files downloaded to my computer. They said I had malicious files on my websites and they were wrong, I called them and their tech support [redacted] 2 manager as they called him said that they were not malicious files but potential back doors to get into my websites. The definition of [redacted] is: "[redacted] refers to software programs designed to damage or do other unwanted actions on a computer system." (definition from techterms.com). Backdoors are NOT [redacted]. I told the manager this and he said they are still a threat even if they are not actual [redacted] or viruses. He said the potential is still there that they could be compromised one day. I could not understand exactly what his name was but he said something like "[redacted]", but I am not sure. I even had my site scanned by [redacted] (I enclosed s screenshot) which is a top website security and threat detection company. They found no threats of any kind. I told the [redacted] 2 manager this and he said that doesn't matter because their software detected some. He told me the only way to get access to my sites again was to buy their "[redacted]" security service which is about $90 per domain (i had 157 with them) or delete everything and lose all my data. I couldn't afford to pay them $90 per domain I had there, that would have been over $14,000. That is crazy. The software they used to scan and find the alleged infected files was "[redacted]", the same service they were trying to extort me into buying. That is a clash of interest. I have about 50 screenshots of all of the support tickets for both accounts and have proof of everything they were trying to do. Each time they contacted me or when I called on the phone they kept trying to force me to buy the "[redacted]" security service. I lost advertisers and advertising money because of their extortion attempt so I figure a complete refund of what I paid for both account is way beyond fair to them. I lost much more than that. They didn't give me any kind of warning or anything before they shut down my websites for fraudulent claims of [redacted]. I had the site check by other security services and they detected no [redacted] either. It was just their "[redacted]" scanner software which only detected what THEY called potential back doors and they detected that only because they wanted to strong arm me into paying for their "[redacted]" security service.All I wanted was access to my websites and all my data so I could retrieve it to my computer and get it off their system. They wouldn't let me have access to everything I needed until I either bought the "[redacted]" security service or deleted my data. I would have happily removed everything they falsely claimed was infected just so I wouldn't lose my data and all the money they cost me by wrongfully shutting my websites down.A complete refund of the $50.14 I paid is more than fair to them. I should be pushing for more because they wrongfully closed down my sites and cost me more than that. I am willing to let their extortion/strong arm tactics be a thing of the past but only if I get a complete refund. They could not hold up their end of the contract so I am entitled to a refund because they broke their agreement with the 99% uptime guarantee and they wrongfully shut my sites down costing me alot more than the amount they should refund me. If I was a lesser person I would pursue their extortion/strong arm tactics further but I just want this incident behind me.I only want what is somewhat fair to me. Trying to force me into buying an unwanted and unneeded service is just a bad way for them to do business!
Regards,
[redacted]
During a routine scan on our servers, malware was found in a number
of website files on the customer's account. Although the server is secure, more local infections can happen in a number of ways. The most
common ways are through insecure passwords or outdated website software. We recommend...
using strong passwords and such passwords should be kept confidential. The customer may even want to run a scan on their local machines for key-loggers that would
save passwords, or other viruses as a precautionary measure. Open source CRM's such as [redacted], themes, or plugins can be vulnerable to malware attacks. Access to the files is normally gained
through a vulnerability in the software (not FTP) and is used to inject malicious
code. Because our scans picked up malware that was found
mostly throughout theme and plugin folders, this indicates that the software installed on the account is out of date and this was the entry point for the hack.
Keeping the software updated can be crucial in preventing malware attacks because the
updates that the software developers release are intended to patch up
vulnerabilities found in older versions. Because this relates to the maintenance of the website coding and
operation, Powweb only takes part in securing the servers. The customer is ultimately responsible for keeping their software applications up to date to avoid malware attacks. We rely on experts like [redacted], who we believe are the most trusted
in the business, to be our malware removal solution. This is not
required by any means, but is highly recommended because it is
efficient. We promoted [redacted] prior to the infection because it can
happen to anyone and we want each of our customers to know their
options. Not only will [redacted] remove the current malware, but it can
prevent future malware with the right plan. You can opt to remove the
malware code from the files, replace the files with a clean backup, or
remove the files altogether. Although the customer received a suspension notice and we typically suspend as
soon as our scans pick up an infection, the account has remained
enabled. The suspension is simply our way of ensuring that the infection
does not spread or worsen while the issue is resolved. We are happy to go over the options for removing the malware with the customer. As a gesture of goodwill, we can offer the customer the [redacted] Prevent service for 50% of the normal price for 1 year.
This would bring the cost from $199.99 to $100. The customer can also hire a webmaster to remove the malware and update the software on the web site, or they can attempt to remove the malware on their own, and apply any necessary updates.
To whom it may concern,we respond to this complaint as follows.On August 11, 2016 Mr. [redacted](“Customer”) contacted us about not receiving 1 of the 2 domains he purchased. On his initial contact with us we investigated the issue and determined that the customer was charged the correct...
price($38.34) for purchasing 1 domain name for 5 years. Our internal, as well as external billing system showed the customer had purchased a single domain name for 5 years. However the customer remained adamant that on his computer screen he was shown that upon check out he would be receiving 2 domain names for the price of $38.34.On August 12, 2016 the customer provided screenshots of the receipt he received from us in his email. Being that screenshots are often modified to mislead us, we remained skeptical of the situation. After speaking with [redacted] on August 22, 2016 he was able to show me how to replicate this exact error. With [redacted]’s assistance we found a interface glitch on the front of our website. We were able to ‘break’ the checkout page to show incorrect products and pricing which explained the situation that [redacted] was experiencing.In order to apologize and thank the customer for showing us a major flaw in our site, we provided him with the domain he requested for 5 years free of charge. At the time of this writing I am happy to say that we have mended our relationship with [redacted].Sincerely,Netfirms Customer Relations
Our engineering team reviewed our available back ups and unfortunately we were unable to locate the email on the servers. In regards to someone accessing the customer's account, based on our records we do not seeing anyone accessing the account during the times when the customer had not...
reached out for assistance. The only times our team has accessed is when we have had a contact for support or questions.As a gesture of goodwill, we are refunding the recent charge for the 5GB upgrade ($24.95) so the customer will have this product for free for one year, as well as added a credit on the account of $30.
To Whom it May Concern,We respond to this complaint as follows. It appears that Mr. [redacted]'s issues have been resolved. We have reached out to Mr. [redacted] to confirm that all of the problems he was experiencing have been addressed but we have not heard back from him at this time. If Mr. [redacted]...
has any further issues or concerns that he feels have not been taken care of he can contact us and we would be more than happy to assist him. Thank you,FatCow Customer Relations
To clarify, The EnduranceInternational Group d/b/a Domain-inc serves nearly 4 million customers across21 plus countries globally. Email[redacted] is a service partner offering productsacross the various Endurance brands/hosting service providers. With regards to this customer’scomplaint, we were...
actually able to locate an account username “buybooksandmorecom”listed under this party’s email address as well as their first and last name.In a way of background, this account was initially created on 11/29/2014. TheEmail[redacted] subscription was set to renew on 12/26/2014 in the amount of $99.50.We must emphasize our records indicate this transaction had actually failed, wehave no proof of this transaction taking place on our platform as this customeris disputing within their complaint. On 1/5/2015 our Support Team hadsent this customer an email (see attached Exhibit A), informing that thetransaction had not taken place, additionally our team had made an offer toissue a full refund back to this customer if they can provide specific proofthat they were billed. Our Corporate Support Team has alsosent an email to this customer informing of the same offer. To prevent a futurebilling of this product we have taken the preventative action and have nowremoved this product off of the account and have cleared all past due flags. If this customer believes thisaccount had been created fraudulently, they will need to respond to our emailmaking mention of this so that we can process an immediate cancellation of servicefor this account.
To Whom it May Concern,We respond to this complaint as follows. We have received five DMCA complaints for the website(s) Mr. [redacted] was hosting on his StartLogic account. Due to the nature of the complaints we received and numerous violations of our Terms of Service, we will not be able to provide Mr. [redacted] with a backup of his website files as it contains copyrighted material nor will we be able to allow him to continue using our services.Our Terms of Service states the following in relation to this matter: "b. This Agreement may be terminated or cancelled;iii.by StartLogic in the event of nonpayment by User, by StartLogic, at any time, without notice, if, in StartLogic's sole and absolute discretion and/or judgment, User is in violation of any term or condition of this Agreement and related agreements, AUP, or User's use of the Services disrupts or, in StartLogic's sole and absolute discretion and/or judgment, could disrupt, StartLogic's business operations and/or"."5. User's Representations and Warranties.a. User hereby represents and warrants to StartLogic, and agrees that during the Initial Term and any Term thereafter User will ensure that:ii. User's use, publication and display of the User Content will not infringe any copyright, patent, trademark, trade secret or other proprietary or intellectual property right of any person, or constitute a defamation, invasion of privacy or violation of any right of publicity or any other right of any person, including, without limitation, any contractual, statutory or common law right or any "moral right" or similar right however denominated;""StartLogic's Acceptable Use Policy (AUP)4. Prohibited Uses. Users may not: ii. Utilize the Services to copy material from third parties (including text, graphics, music, videos or other copyrightable material) without proper authorization;iii. Utilize the Services to misappropriate or infringe the patents, copyrights, trademarks or other intellectual property rights of any third party;vi. Utilize the Services in any manner that violates applicable law.d. Remedies. If StartLogic learns of a violation of this AUP, StartLogic will respond to the applicable User and may, in StartLogic's sole discretion, take any or all of the following actions, with or without notice as it deems necessary or appropriate in accordance with the severity and duration of the violation: 5.Violations: i. Warning the User: and/orii. Suspending the offending User from the Services; and/or Terminating or cancelling, or disconnecting the offending User from, the Services; and/oriii. Imposing fees or charges on the offending User account in accordance with the applicable service contract; and/oriv. Removing the offending content; and/orv. Taking other action in accordance with this AUP, the applicable service contract or applicable law.""f. UPON TERMINATION OF THIS AGREEMENT FOR ANY CAUSE OR REASON WHATSOEVER, USER WEB SITE FILES AND USER CONTENT AND OTHER DATA IS DELETED UPON ACCOUNT TERMINATION. Accordingly, User should always maintain back-up copies of User's web site and other User content and data so User may use such copies host elsewhere after such termination."Please feel free to review our full Terms of Service[redacted]) should you have further questions. Thank you,StartLogic Customer Relations
To Whom it May Concern:We address this complaint as follows.[redacted] contacted Homestead on August 11, 2016 because she kept receiving charges from Homestead. The complainant had switched providers in July of 2015 but forgot to call Homestead to cancel the account. Per our Terms of Service, we may...
only offer a 3 month refund. The Web Advisor that [redacted] spoke with refunded four months of service as a courtesy.Regretfully, that is the max refund that Web Advisors are able to provide. As a courtesy to the complainant, we have gone ahead and refunded for the remaining 8 months in which the customer was not using our services. The amount of $95.92 was refunded to the card initially charged. If [redacted] has any questions or concerns, she may feel free to contact us anytime.Regards,Homestead 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Well the company is doing further harm and the answer to say they adequately addressed the issue is not acceptable at all.Since I have reported a complaint to the Revdex.com and again appealed the complaint as we did not receive the notice from Revdex.com just received the email case closed!!! I had to fight to get it re-opened…Since these issues now I have emails showing they were open and read yet no one from HSS opened or read them, this just started happening after I complained to the Revdex.com regarding my email account and isn’t it weird that I have emails showing read and open but not.. Like they are shifting through my mail… Isn’t this illegal and what can I do to stop them…First I thought they had someone attacking me since my email was down multiple times and they even admitted they caused the issue, but claim they were not malicious mistakes, now I get this…Should I bother since they will read this and either delete it or delete your response…Maybe now they can see I know what they are doing….I also double checked with Microsoft to assure if any other cause for file to show open if I didn’t open it and they said no someone opened it if it shows open when it is delivered….
Regards,
[redacted]
Greetings, We've since had a chance to review this situation and see that while there was an attempt to create an account in December, we had not yet received the [redacted] payment so the account did not finish creating. As such, at that point there was no package to cancel. We then found that a...
payment was successfully made in February which finalized the account creation. As requested, we have now canceled this package and fully refunded the payment which applied to the account. We understand there is a concern that we continued to attempt to charge the [redacted] account, however we cannot actually charge [redacted]. Instead, [redacted] is setup to send payments to us so the [redacted] subscription would need to be canceled within the customer's [redacted] account in order to prevent further sending of funds. If there are any remaining payments that have not yet been refunded, we have reached out to Ms. [redacted] to request the [redacted] transaction IDs to ensure that any and all payments have been refunded in full.
To whom it may concern, We respond to this rebuttal as follows. First, we would like to apologize for any confusion we may have caused in our previous response. We can confirm that [redacted]'s account was apart of the Verio migration however, the domain ([redacted]) was provided by [redacted] Verio and was owned by legacy verio ([redacted]) and could not be transferred over . As stated before, the legacy server was shut off on January 16,2017 and any access to the test URL ([redacted]) was lost. This is the reason as to why we unfortunately do not have a back up of [redacted]'s email. Customers generally register a real domain for website and email services in which they can transfer their domain between different providers. We recommend that [redacted] register a domain name on his account to prevent scenarios such as this from happening in the future. Sincerely,Verio Customer Relations
I did receive my money back for the complaint # [redacted] however they have not completely cancelled my account as I asked them to, I received an email on 7-15-2015 asking for a payment of $ 15.95 maybe they are having more computer issues and have not resolve this yet. I will be blunt I no longer wish to do business with this company. I will only accept there response once my account is completely cancelled which I have asked for and they stop trying to charge me.
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.
I have requested written confirmation from [redacted] bank and am awaiting their response. As per ipage's claim that they responded to each of my emails explaining the issue, that claim is false. I sent them multiple emails and all I ever received back was a generic "There is an issue; click this link to email our customer service" (with no explanation). When I clicked that link and again requested an explanation as to the problem, I only received the same generic response back with no explanation. And when we cleared the hold (associated with waiting for clarification on the charge), I'm sure [redacted] gave them ample notification they had cleared the payment. All of this was in response to ipage's attempt to charge me for a service I did not request nor want (submission to the [redacted] search engine, as if that has any value to anyone). I will forward [redacted]'s response to them again once I receive it.
Regards,
[redacted]
When a domain is due for renewal, the registrant is sent courtesy notifications either through our system or by the registrar regarding the upcoming renewal. Our records indicate that we sent reminder emails on the following dates and times: 2015-03-27...
08:31:40 to [redacted] (60 Days to renewal) 2015-04-26 08:47:00 to [redacted] (30 Days to renewal) 2015-05-21 08:40:56 to [redacted] (5 Days to renewal) 2015-05-26 08:42:12 to [redacted] (Domain Expired) At this point, we can confirm the domain is available for registration again. Therefore, the customer may register the domain with any domain registration service provider at the normal registration cost, but we suggest locking in the domain for multiple years. The customer can register the domain again at FatCow by going to the following link: http://www.fatcow.com/domains/
After a thorough review of thiscustomer’s account as well as their complaint we have determined that on December17th, our [redacted] had located a network disturbance isolatedto this particular customer’s account which had negatively impacted theperformance of our platform, effecting...
other customers hosting on the sameserver pool as this customer. After a thorough account scan it was determinedthe disturbance was caused by [redacted] injections embedded within thiscustomer’s website/site applications. Due to the negative impact this washaving on our platform we had no choice but to isolate this issue by suspendingthis customer’s account, in turn this re-stabilized our platform protectingother customers’ website performance. On December 17th, thiscustomer was provided written documentation of the [redacted] detected, and wasrequested to take action from their end to remedy the situation so that wecould once more enable the account. On December 19th, our CorporateSupport Team had been in contact with this customer to provide furtherexplanation and insight into this customer’s issue. We should note that ourteams had made multiple attempts through a series of correspondences with thiscustomer to rectify their issue. Unfortunately instead of accepting ourdiagnosis and means of resolution, this customer continued to place blame onour programmers for the [redacted] injections. In a way of background, there areactually many reasons for [redacted] showing up in cases such as this. As thiscustomer had previously mentioned, their website and scripts had been sittingidle for an extended period of time without being updated. This more thanlikely may have been the cause for [redacted] to have been injected into thiscustomer’s site. As an “Open-Source” hosting platform, it is ultimately the customer’sresponsibility to manage and maintain all aspects of their website, filemanagement, and website maintenance. We should emphasize that platform securityis indeed one of our main priorities, and certainly ensure platform security,durability, and reliability. We also would like to make mention that ourservers do have the necessary [redacted] in place to block intrusion. With thisbeing said, platform security is actually a duel responsibility between us andour customers as we must emphasize customer engagement is required if acustomer plans on setting up a database driven website, or script applicationbased site to prevent situations such as this from occurring. On December 22nd afollow up scan was completed for this customer’s site documenting the [redacted]had been removed. Upon this scan the customer’s website and account wasunsuspended, providing all system services back to this customer. Ultimately we need to emphasizethat no wrong doing from our end could be found as it related to thisparticular case. Our [redacted]Teams acted with the best interest ofprotecting the stability and security of the platform when this particularcustomer’s account had been suspended. This suspension was to prevent furthernegative impact on our platform. This customer’s website was not singled out, ratherthis was an unfortunate instance that could not have been prevented from ourend despite how this customer feels about this particular case. Our teams hadworked with this customer closely to address the situation and work towards aresolution. Once the situation was resolved, an immediate enabling of thewebsite took place. We should also point out that if this had been a defectwithin our platform, other customers on this same server pool would have been negativelyimpacted as well. Since there was no patter of other customers having this sameissue within the same serer pool, we have deemed this to be an isolated,account specific related issue versus an issue with the platform. Due to our findings we are unableto provide this customer the free hosting credits as requested to make up forthe suspension of their website. We kindly ask this customer to review our fullTerms of Service and Limitations of Liability.
To whom it may concern, We respond to this rebuttal as follows. We have looked into the ticket : [redacted] and it appears the domain pointers were not directing to the correct path on the back end and the permissions for the sites also needed to be reset which caused Mr. [redacted]'s sites to not load properly. We can confirm that our engineers were able to resolve the issue by correcting the permissions and the domains pointer path on the back end and all sites are now loading without any issue. In addition, when our technicians reply to a ticket inquiry the system will show the ticket as closed as a response has been sent to the customer. However, when the customer replies to the ticket response the ticket will reopen in the system. Customers can also have a ticket re-opened by our support team. We have reached out to Mr. [redacted] in a new ticket ( [redacted] ) to address his concerns in the Revdex.com complaint however, we have not received a response from the customer. As a gesture of goodwill we have issued a refund for charges that occurred on Mr. [redacted]'s Reseller account four Resold accounts for the year of 2016 as no current charges have taken place on any of the accounts for the year of 2017. The refunds were processed to the credit cards charged and will appear on Mr. [redacted]'s account within 5-7 days. If there are any outstanding issues that Mr. [redacted] is currently experiencing we ask that he reply to ticket ([redacted]) and we will be more than happy to help. Sincerely,ReadyHosting Customer Relations