To Whom It May Concern,We respond as follows to this complaint.Hi [redacted],We are terribly sorry for the confusion this may have caused you. Our records indicate that no changes were made from our end regarding the sub-folders. Due to the small number of impacted customers, the agent was not aware of the bug we have been working on with [redacted]. Per the agent's notes, left on the account, after the conversation was over he had received the same error message and updated the notes. Additionally, as we informed you the last time, we do have a project going on right now with [redacted] on releasing a new version of the builder which should be going out by the end of this year. The builder would have the necessary improvements to the services that are provided directly through [redacted]. We would be more than happy to help you once that upgrade is launched and if you are willing to work with us. We have tried to communicate with you through ticket #[redacted], however we did not receive a response back from you, besides this rebuttal. For your troubles we offered you 6 months worth of hosting credit to your account for the inconvenience and refunded the [redacted] Site Builder charge that you requested to be refunded. The credit that we applied on your account is valued at 6 months of hosting or the payment you made to upgrade to the [redacted] Premium add-on. We do feel that, in light of the information above, this is an adequate form of compensation for the inconveniences you have faced. Thank you,iPage Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[I did hear from iPage regarding a refund, finally, even though phone calls back in January confirmed they'd been billing for more than one domain name. They were already aware I'd filed a dispute with [redacted] & had put a lock on that account. I informed them I was doing so. I got an email they'd tried to refund my credit card on file, which was listed as being already expired in my account. I asked them to issue a check, as they can't be trusted not to bill. I have not heard back regarding that & the issue isn't resolved until I receive my refund. I am attaching a confirmation of my original cancellation with iPage back in June, 2016. Please note, even after they had responded with the refund information (2/26/17) I got an email from them saying I owed them $364! ]
Regards,
[redacted]
To Whom It May ConcernWe respond as follows to this complaint. On March 7, 2015 Ms. [redacted] created an account with [redacted]. When creating the account she agreed to the terms of service which state "Additionally after the initial term, you acknowledge, agree and authorize us to automatically bill...
and/or charge on your credit card for successive or renewal periods."We sent Ms. [redacted] reminders on January 22, 2016 to the email on file regarding the renewal of the account on February 21, 2016.On February 21, 2016 Ms. [redacted] was charged $300.69 for her website hosting as her services were set to auto renewal and not scheduled to be cancelled. On February 21, 2016 Ms. [redacted] contacted us asking us to refund her the $300.69 and cancel the account which we did.The desired settlement the customer was requesting was issued the same day the Revdex.com dispute was submitted.Regards,[redacted] Customer Relations
As per this customer’s request we indeed issued a full refund of $20.14.
Please understand in doing so, this customer forfeits ownership of the domain
name. Unfortunately this is not a case where the customer receives a full
refund and gets to keep their domain. This customer may buy their domain back
from us if they choose. At that point,
once the domain has been registered for at least 60 days, the customer may
transfer the domain to the Registration Service Provider of their choosing.
Our Corporate Support Team had been working with this customer since June ofthis year to first address pricing concerns. Through support ticket [redacted],it appears this customer had made mention of pricing concerns as it relates toEcommerce packages. Our team as seen through attached “Exhibit A”,...
hadaddressed these concerns to the best of our ability. Unfortunately this appearsto be a case where the customer had not been elaborate with the details totheir concern; therefore there was some confusion from our end as to whatexactly the customer had been referring to. Our team did request additionaldetails from the customer; however we should note this customer had not been cooperativewith our staff, and simply continued to write into the support ticket with condescendingremarks towards our teams, versus focusing on supplying us with enough details tofully understand the customer’s issue. If this customer does still have pricingconcerns, we will be more than happy to address those, however the customerwould need to elaborate on the pricing discrepancies or concerns of which theyhave so that we can address the inquiries more appropriately. More recently, our senior support Technical Tier 2 team along with ourCorporate Support Team had both reached out to this customer to address theiremail concerns. Our technical team had already explained to this customer what washappening when sending from their [redacted].com email (which isactually sending from their [redacted] account). Now that our teams areaware of how this customer is sending or forwarding email, we do now “require”full email headers to be provided in order to diagnose this issue further. Thishas been brought to this customer’s attention on multiple occasions; howeverthis is another case where the customer is simply unwilling to cooperate withour staff. We are essentially unable to diagnose this issue further unless thecustomer does provide those much needed email headers for further assessment. Please see attached “Exhibit B”, which was an email sent to the customer onSeptember 15th from our Corporate Support Team requesting thecustomer’s cooperation as the customer continued to be abusive towards ourstaff. Unfortunately we are simply notin a position to provide compensation for loss of business, loss of potentialbusiness, or for other damages accrued during the potential downtime of thiscustomer’s email. We should also note that on September 14th, ourteam was able to receive an email at the forwarding email address with noissues. Since this customer continues to have issues with their email, it iscritical that we are provided these email headers.
To Whom it may concern.We respond to this complaint as follows.At this time we are reviewing Ms. [redacted]'s account to ensure we address all of her concerns provided in this complaint and will follow up with Ms. [redacted] once we have completed our...
To Whom It May Concern,We respond as follows to this complaint. Pursuant to [redacted]'s billing policies, we bill Domain Privacy automatically and separately from the domain renewal. It is essentially an add-on service and would need to be cancelled manually with a support representative. Our...
records indicate that we were not contacted to discontinue the automatic billing on this service. We understand the confusion, and have processed a full refund and cancellation for the two Domain Privacy renewals charged on 03/31/2015. We also confirm that the two domain renewal charges processed 03/06/2015 were refunded in full in March.Thank you,[redacted] Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. As requested in my original letter and complaint to your company, please send a refund check to the mailing address indicated in the letter. Thank you.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
The response inexcusable as the fault lays with the representative, which is in writing from the company. If the representative had explained that it was not acceptable to proceed in that manner, then I would have considered moving to one of the other affiliates that I work with. The lack of knowledge with procedure by the company's own representative is evidence that I was misled at the time of the live chat. The company instructed me to cancel the old account and open a new account to obtain the lower rate (per my live chat with [redacted] * on August 3, 2015, which transcript I have in hand). Therefore, the company is not acting in good faith.
Regards,
[redacted]
After reaching out to the customer, we believe the issue with the mail forwarding relates to the email address being used to test the forward. In this case, the customer is using his own [redacted] address to send out test emails, which is the same as the destination email address for the email forward....
When we tried to test the email forward using a different [redacted] account, the email was received by the customer without an issue. For the purposes of testing the mail forward going forward, we recommend using a different email address. We apologize for the inconvenience and hope the customer will continue to use our services. If the customer has any further issues, he is welcome to contact us again. Thank you.
We resolved this issue with customer via ticket [redacted]. We have processed the following refunds, also [redacted] will retain ownership of all three domains.[redacted] Renewal refund processed $17.49 (8/4/2015)[redacted] Renewal refund processed...
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].
This reply IN NO WAY addresses my concern -- EIG has fraudulently misrepresented its services, hiding behind almost 80 different brands. I am demanding a full refund of all services paid as I migrate all projects I am associated with to a new host company. It is FRAUD to cover-up service problems by dishonestly opening tickets and then, as I have demonstrated in a direct reply from their top tier support specialists, have a policy of immediately closing tickets without resolving them. The reply from ReadyHosting does not acknowledge nor address what appears to be criminal fraud -- systematically taking hosting fees for services that will not only not be delivered and then misleading consumers and EIG investors by prematurely and intentionally closing them for the sole-purpose of creating inaccurate and intentionally misleading metrics. I do not need, want, nor will I accept any "free" hosting or credit from Readyhosting as my original complaint specifically states that I am demanding a refund for services EIG will not provide, knows it will not provide, and tries to cover up by closing support tickets. I have done some research and can now demonstrate that EIG/Readyhosting regularly experiences system-wide, they know this, and they continue to intentionally misrepresent: [redacted] Any one customer does not represent a largests revenue stream, which appears to be why EIG believes it can bully and stonewall customers. I have been directly and repeatedly impacted by system-wide outages since EIG bought-out readyhosting. In each case, they LIE that this is a unique situation impacting my multiple accounts -- they even misrepresent that it is my fault -- they know they are lying about service outages. They know that their top tier will not or cannot resolve tickets. They know and have admitted to me that it is company policy to close tickets solely to hide their inability or refusal to provide services. I am in the process of moving all of the webs I "sold" as a "reseller" to readyhosting -- their intentional fraud has cost me hundreds of dollars. It is their company policy to defraud those using their services. It is their company policy to misrepresent revenue and cash flows (which is why a class action lawsuit for securities fraud is pending. There are allegations that EIG is merely a front to shuffle money between a brother-sister team. Nothing about this reply does anything to address the problems inherent in the EIG business model. More importantly -- this sham "offer" is just a shameless attempt to misdirect and continue mislead. I will have all of my hosted projects off ReadyHosting/EIG servers within 2 weeks. I demand a refund for the services that have been paid for since their last system-wide outage. I cannot even consider accepting this bogus "offer" as it: 1. Is a flagrant attempt to ignore the underlying problem -- the business model of EIG is based on CRIMINAL FRAUD. 2. The offer is an attempt to whitewash this fraud and abuse Revdex.com service to unwittingly co-op the resolution process to avoid addressing the rotton core of the financial shell-game that EIG is perpetrating on the internet community and investors. I will forward this to an attorney involved with current litigation against EIG for securities fraud.
Regards,
[redacted]
Response to Revdex.com complaint # [redacted]/ [redacted] This customer’s account was initially created on 11/3/2011. The account appeared to have come due for the renewal of web hosting service on 10/19/2014, however it does indeed appear that billing renewal for this account failed, and therefore the account had been deleted on 12/2/2014 due to non payment. We should emphasize that our main form of communication with customers in cases such as this is through email/written correspondences. It is for this reason that we encourage all customers to make sure current and valid email contact credentials are provided on file so that we may make contact if a situation should arise. Unfortunately we cannot guarantee a phone call to be made if billing/non payment issues have been discovered. For reference the following emails were sent to this customer as a courtesy to inform of the billing past due: 10/19/2014 9:33 AM Sent Message# id:322 title:Check Past Due #1 to [redacted].[redacted] 10/25/2014 9:28 AM Sent Message# id:323 title:Check Past Due #2 to [redacted].[redacted] 11/02/2014 9:33 AM Sent Message# id:325 title:Check Past Due #4 to [redacted].[redacted] With regards to this customer’s domains, since the account of which the domains had been associated with had been auto deleted, this customer would need to create a free domain parking account and allow us the opportunity to move the domains into that newly created account so that we can provide them with domain management access. Our records indicate this customer had contacted our chat support team on 12/2/2014, and was informed of this, however it does appear the customer had refused this option. With domain registrations and renewals, once a domain has been registered or renewed, this process cannot be reversed and therefore this particular product is non refundable. We would encourage this customer to review our full Terms of Service and Domain Registration Agreement located at: [redacted] Regrettably this customer is not eligible for a refund pursuant to this agreement.
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. I understand that by choosing to accept the business response that my complaint will be closed as resolved. To clarify, we do not dispute our account with EIG and its subsidiary domain.com. What we disputed was the $99.95 charge to our account for a service that we did not request. We were not notified by email, mail, or phone of a $99.95 charge on Dec. 26, 2014 for subscription dues of $99.95.Regardless, we checked our bank statement and verified that EIG removed the $99.95 charge. The company also contacted us via email to resolve the issue. We appreciate your assistance in resolving this issue.
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]
Our Corporate Support Team has reached out to address this customer’s
concerns further. It appeared their website project had taken much longer than
expected to complete, and we do sincerely apologize for this negative
experience. On 6/30/2014, this customer had established services with our...
company
and had purchased the below products/services:
1.
Ipage Essential Hosting plan- $60.42
2.
WP Essential Upgrade- $108
3.
Rapid SSL Certificate- $119.95
4.
Professional Service- $150
5.
Web Concierge Template Configuration- $399.95
Due to the negative customer experience on 10/3 we had issued a full refund
of $399.95 for the Web Concierge Template Configuration. As of today, we have
now processed a full refund for all of the above products/services, and will
the customer as much time as needed to transition their hosting service to an
alternative provider. Upon transition we will be cancelling this customer’s
account in full as requested by the customer.
This customer initially established their account on 9/24/2013, and had paid
$24 for a two year hosting plan. On 9/9/2014 this customer’s domain had
renewed, and was billed $15.99 for the renewal. Since the domain was on
Automatic Renewal, the domain had renewed in accordance with our Terms...
of
Service. Our records indicate that on 9/30/2014 a cancellation request was
submitted for the account to take effect on 10/1. Also on 10/1, a prorated
refund of $11.75 was issued back to the customer for the unused hosting service
remaining within their current hosting term.
As per this customer’s request, we have now issued a refund of $15.99 back
to the credit card on file for the domain service renewal. We have also processed
an immediate cancellation of the account. We apologize for any inconvenience or
confusion this experience may have caused.
It would appear the customer website was compromised due to an out-of-date installation of [redacted]. His account was suspended on March 10, 2015 to prevent further damage to the customer website or our server infrastructure. Unfortunately, there was a delay with notifying the customer about this...
issue. We apologize for this, normally we notify customers as soon as possible so that they can take action to get their account reactivated. We will be reviewing this particular incident with senior management to determine how we can improve our services and response time.Upon receipt of this complaint, our team scanned the customer's account for malware and it was determined that the account had over 400 infected files. Therefore we reached out to the customer to educate him about the situation and offered to provide him with SiteLock Fix that no charge for one year ($99 value). This product automatically scans the customer account and web site for infected files and attempts to fix them. After doing a final rescan on March 12, 2015, we are happy to report that there were no infected files present on the account and the account was reactivated.We recommend that the customer upgrades the version of PHP installed on his account and upgrades [redacted] to the latest version.
To whom it may concern,We respond as follows to this complaint. We have reached out to Mrs. [redacted] advising her that we have refunded the$48.46 to the [redacted] Credit Card on file ending in [redacted] and provided her with ARN number [redacted] to track her refund with her financial institution. However, Mrs [redacted] stated her bank does not have records of that card, so we asked she provide us with a letter from the bank letting us know the refund has not been processed in there system so we can further assist in issuing a refund. We did also confirm the account was cancelled on February 25th, 2017 and asked Mrs. [redacted] provide us with the emails she is receiving, stating she will be charged so we can locate if there are any additional accounts in our system and still awaiting response on this issue. Sincerely, iPage Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I am rejecting because the agent did say that it won't go up I even confirm it with her
Regards,
[redacted]
To Whom It May Concern,We respond as follows to this complaint.Hi [redacted],We are terribly sorry for the confusion this may have caused you. Our records indicate that no changes were made from our end regarding the sub-folders. Due to the small number of impacted customers, the agent was not aware of the bug we have been working on with [redacted]. Per the agent's notes, left on the account, after the conversation was over he had received the same error message and updated the notes. Additionally, as we informed you the last time, we do have a project going on right now with [redacted] on releasing a new version of the builder which should be going out by the end of this year. The builder would have the necessary improvements to the services that are provided directly through [redacted]. We would be more than happy to help you once that upgrade is launched and if you are willing to work with us. We have tried to communicate with you through ticket #[redacted], however we did not receive a response back from you, besides this rebuttal. For your troubles we offered you 6 months worth of hosting credit to your account for the inconvenience and refunded the [redacted] Site Builder charge that you requested to be refunded. The credit that we applied on your account is valued at 6 months of hosting or the payment you made to upgrade to the [redacted] Premium add-on. We do feel that, in light of the information above, this is an adequate form of compensation for the inconveniences you have faced. Thank you,iPage Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[I did hear from iPage regarding a refund, finally, even though phone calls back in January confirmed they'd been billing for more than one domain name. They were already aware I'd filed a dispute with [redacted] & had put a lock on that account. I informed them I was doing so. I got an email they'd tried to refund my credit card on file, which was listed as being already expired in my account. I asked them to issue a check, as they can't be trusted not to bill. I have not heard back regarding that & the issue isn't resolved until I receive my refund. I am attaching a confirmation of my original cancellation with iPage back in June, 2016. Please note, even after they had responded with the refund information (2/26/17) I got an email from them saying I owed them $364! ]
Regards,
[redacted]
To Whom It May ConcernWe respond as follows to this complaint. On March 7, 2015 Ms. [redacted] created an account with [redacted]. When creating the account she agreed to the terms of service which state "Additionally after the initial term, you acknowledge, agree and authorize us to automatically bill...
and/or charge on your credit card for successive or renewal periods."We sent Ms. [redacted] reminders on January 22, 2016 to the email on file regarding the renewal of the account on February 21, 2016.On February 21, 2016 Ms. [redacted] was charged $300.69 for her website hosting as her services were set to auto renewal and not scheduled to be cancelled. On February 21, 2016 Ms. [redacted] contacted us asking us to refund her the $300.69 and cancel the account which we did.The desired settlement the customer was requesting was issued the same day the Revdex.com dispute was submitted.Regards,[redacted] Customer Relations
As per this customer’s request we indeed issued a full refund of $20.14.
Please understand in doing so, this customer forfeits ownership of the domain
name. Unfortunately this is not a case where the customer receives a full
refund and gets to keep their domain. This customer may buy their domain back
from us if they choose. At that point,
once the domain has been registered for at least 60 days, the customer may
transfer the domain to the Registration Service Provider of their choosing.
Our Corporate Support Team had been working with this customer since June ofthis year to first address pricing concerns. Through support ticket [redacted],it appears this customer had made mention of pricing concerns as it relates toEcommerce packages. Our team as seen through attached “Exhibit A”,...
hadaddressed these concerns to the best of our ability. Unfortunately this appearsto be a case where the customer had not been elaborate with the details totheir concern; therefore there was some confusion from our end as to whatexactly the customer had been referring to. Our team did request additionaldetails from the customer; however we should note this customer had not been cooperativewith our staff, and simply continued to write into the support ticket with condescendingremarks towards our teams, versus focusing on supplying us with enough details tofully understand the customer’s issue. If this customer does still have pricingconcerns, we will be more than happy to address those, however the customerwould need to elaborate on the pricing discrepancies or concerns of which theyhave so that we can address the inquiries more appropriately. More recently, our senior support Technical Tier 2 team along with ourCorporate Support Team had both reached out to this customer to address theiremail concerns. Our technical team had already explained to this customer what washappening when sending from their [redacted].com email (which isactually sending from their [redacted] account). Now that our teams areaware of how this customer is sending or forwarding email, we do now “require”full email headers to be provided in order to diagnose this issue further. Thishas been brought to this customer’s attention on multiple occasions; howeverthis is another case where the customer is simply unwilling to cooperate withour staff. We are essentially unable to diagnose this issue further unless thecustomer does provide those much needed email headers for further assessment. Please see attached “Exhibit B”, which was an email sent to the customer onSeptember 15th from our Corporate Support Team requesting thecustomer’s cooperation as the customer continued to be abusive towards ourstaff. Unfortunately we are simply notin a position to provide compensation for loss of business, loss of potentialbusiness, or for other damages accrued during the potential downtime of thiscustomer’s email. We should also note that on September 14th, ourteam was able to receive an email at the forwarding email address with noissues. Since this customer continues to have issues with their email, it iscritical that we are provided these email headers.
To Whom it may concern.We respond to this complaint as follows.At this time we are reviewing Ms. [redacted]'s account to ensure we address all of her concerns provided in this complaint and will follow up with Ms. [redacted] once we have completed our...
review. Sincerely, Startlogic Customer Relations
To Whom It May Concern,We respond as follows to this complaint. Pursuant to [redacted]'s billing policies, we bill Domain Privacy automatically and separately from the domain renewal. It is essentially an add-on service and would need to be cancelled manually with a support representative. Our...
records indicate that we were not contacted to discontinue the automatic billing on this service. We understand the confusion, and have processed a full refund and cancellation for the two Domain Privacy renewals charged on 03/31/2015. We also confirm that the two domain renewal charges processed 03/06/2015 were refunded in full in March.Thank you,[redacted] Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. As requested in my original letter and complaint to your company, please send a refund check to the mailing address indicated in the letter. Thank you.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
The response inexcusable as the fault lays with the representative, which is in writing from the company. If the representative had explained that it was not acceptable to proceed in that manner, then I would have considered moving to one of the other affiliates that I work with. The lack of knowledge with procedure by the company's own representative is evidence that I was misled at the time of the live chat. The company instructed me to cancel the old account and open a new account to obtain the lower rate (per my live chat with [redacted] * on August 3, 2015, which transcript I have in hand). Therefore, the company is not acting in good faith.
Regards,
[redacted]
After reaching out to the customer, we believe the issue with the mail forwarding relates to the email address being used to test the forward. In this case, the customer is using his own [redacted] address to send out test emails, which is the same as the destination email address for the email forward....
When we tried to test the email forward using a different [redacted] account, the email was received by the customer without an issue. For the purposes of testing the mail forward going forward, we recommend using a different email address. We apologize for the inconvenience and hope the customer will continue to use our services. If the customer has any further issues, he is welcome to contact us again. Thank you.
We resolved this issue with customer via ticket [redacted]. We have processed the following refunds, also [redacted] will retain ownership of all three domains.[redacted] Renewal refund processed $17.49 (8/4/2015)[redacted] Renewal refund processed...
$17.49 (8/4/2015)[redacted] Renewal refund processed $11.86 (8/4/2015)Thank you!
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].
This reply IN NO WAY addresses my concern -- EIG has fraudulently misrepresented its services, hiding behind almost 80 different brands. I am demanding a full refund of all services paid as I migrate all projects I am associated with to a new host company. It is FRAUD to cover-up service problems by dishonestly opening tickets and then, as I have demonstrated in a direct reply from their top tier support specialists, have a policy of immediately closing tickets without resolving them. The reply from ReadyHosting does not acknowledge nor address what appears to be criminal fraud -- systematically taking hosting fees for services that will not only not be delivered and then misleading consumers and EIG investors by prematurely and intentionally closing them for the sole-purpose of creating inaccurate and intentionally misleading metrics. I do not need, want, nor will I accept any "free" hosting or credit from Readyhosting as my original complaint specifically states that I am demanding a refund for services EIG will not provide, knows it will not provide, and tries to cover up by closing support tickets. I have done some research and can now demonstrate that EIG/Readyhosting regularly experiences system-wide, they know this, and they continue to intentionally misrepresent: [redacted] Any one customer does not represent a largests revenue stream, which appears to be why EIG believes it can bully and stonewall customers. I have been directly and repeatedly impacted by system-wide outages since EIG bought-out readyhosting. In each case, they LIE that this is a unique situation impacting my multiple accounts -- they even misrepresent that it is my fault -- they know they are lying about service outages. They know that their top tier will not or cannot resolve tickets. They know and have admitted to me that it is company policy to close tickets solely to hide their inability or refusal to provide services. I am in the process of moving all of the webs I "sold" as a "reseller" to readyhosting -- their intentional fraud has cost me hundreds of dollars. It is their company policy to defraud those using their services. It is their company policy to misrepresent revenue and cash flows (which is why a class action lawsuit for securities fraud is pending. There are allegations that EIG is merely a front to shuffle money between a brother-sister team. Nothing about this reply does anything to address the problems inherent in the EIG business model. More importantly -- this sham "offer" is just a shameless attempt to misdirect and continue mislead. I will have all of my hosted projects off ReadyHosting/EIG servers within 2 weeks. I demand a refund for the services that have been paid for since their last system-wide outage. I cannot even consider accepting this bogus "offer" as it: 1. Is a flagrant attempt to ignore the underlying problem -- the business model of EIG is based on CRIMINAL FRAUD. 2. The offer is an attempt to whitewash this fraud and abuse Revdex.com service to unwittingly co-op the resolution process to avoid addressing the rotton core of the financial shell-game that EIG is perpetrating on the internet community and investors. I will forward this to an attorney involved with current litigation against EIG for securities fraud.
Regards,
[redacted]
Response to Revdex.com complaint # [redacted]/ [redacted] This customer’s account was initially created on 11/3/2011. The account appeared to have come due for the renewal of web hosting service on 10/19/2014, however it does indeed appear that billing renewal for this account failed, and therefore the account had been deleted on 12/2/2014 due to non payment. We should emphasize that our main form of communication with customers in cases such as this is through email/written correspondences. It is for this reason that we encourage all customers to make sure current and valid email contact credentials are provided on file so that we may make contact if a situation should arise. Unfortunately we cannot guarantee a phone call to be made if billing/non payment issues have been discovered. For reference the following emails were sent to this customer as a courtesy to inform of the billing past due: 10/19/2014 9:33 AM Sent Message# id:322 title:Check Past Due #1 to [redacted].[redacted] 10/25/2014 9:28 AM Sent Message# id:323 title:Check Past Due #2 to [redacted].[redacted] 11/02/2014 9:33 AM Sent Message# id:325 title:Check Past Due #4 to [redacted].[redacted] With regards to this customer’s domains, since the account of which the domains had been associated with had been auto deleted, this customer would need to create a free domain parking account and allow us the opportunity to move the domains into that newly created account so that we can provide them with domain management access. Our records indicate this customer had contacted our chat support team on 12/2/2014, and was informed of this, however it does appear the customer had refused this option. With domain registrations and renewals, once a domain has been registered or renewed, this process cannot be reversed and therefore this particular product is non refundable. We would encourage this customer to review our full Terms of Service and Domain Registration Agreement located at: [redacted] Regrettably this customer is not eligible for a refund pursuant to this agreement.
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. I understand that by choosing to accept the business response that my complaint will be closed as resolved. To clarify, we do not dispute our account with EIG and its subsidiary domain.com. What we disputed was the $99.95 charge to our account for a service that we did not request. We were not notified by email, mail, or phone of a $99.95 charge on Dec. 26, 2014 for subscription dues of $99.95.Regardless, we checked our bank statement and verified that EIG removed the $99.95 charge. The company also contacted us via email to resolve the issue. We appreciate your assistance in resolving this issue.
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]
Our Corporate Support Team has reached out to address this customer’s
concerns further. It appeared their website project had taken much longer than
expected to complete, and we do sincerely apologize for this negative
experience. On 6/30/2014, this customer had established services with our...
company
and had purchased the below products/services:
1.
Ipage Essential Hosting plan- $60.42
2.
WP Essential Upgrade- $108
3.
Rapid SSL Certificate- $119.95
4.
Professional Service- $150
5.
Web Concierge Template Configuration- $399.95
Due to the negative customer experience on 10/3 we had issued a full refund
of $399.95 for the Web Concierge Template Configuration. As of today, we have
now processed a full refund for all of the above products/services, and will
the customer as much time as needed to transition their hosting service to an
alternative provider. Upon transition we will be cancelling this customer’s
account in full as requested by the customer.
This customer initially established their account on 9/24/2013, and had paid
$24 for a two year hosting plan. On 9/9/2014 this customer’s domain had
renewed, and was billed $15.99 for the renewal. Since the domain was on
Automatic Renewal, the domain had renewed in accordance with our Terms...
of
Service. Our records indicate that on 9/30/2014 a cancellation request was
submitted for the account to take effect on 10/1. Also on 10/1, a prorated
refund of $11.75 was issued back to the customer for the unused hosting service
remaining within their current hosting term.
As per this customer’s request, we have now issued a refund of $15.99 back
to the credit card on file for the domain service renewal. We have also processed
an immediate cancellation of the account. We apologize for any inconvenience or
confusion this experience may have caused.
It would appear the customer website was compromised due to an out-of-date installation of [redacted]. His account was suspended on March 10, 2015 to prevent further damage to the customer website or our server infrastructure. Unfortunately, there was a delay with notifying the customer about this...
issue. We apologize for this, normally we notify customers as soon as possible so that they can take action to get their account reactivated. We will be reviewing this particular incident with senior management to determine how we can improve our services and response time.Upon receipt of this complaint, our team scanned the customer's account for malware and it was determined that the account had over 400 infected files. Therefore we reached out to the customer to educate him about the situation and offered to provide him with SiteLock Fix that no charge for one year ($99 value). This product automatically scans the customer account and web site for infected files and attempts to fix them. After doing a final rescan on March 12, 2015, we are happy to report that there were no infected files present on the account and the account was reactivated.We recommend that the customer upgrades the version of PHP installed on his account and upgrades [redacted] to the latest version.
To whom it may concern,We respond as follows to this complaint. We have reached out to Mrs. [redacted] advising her that we have refunded the$48.46 to the [redacted] Credit Card on file ending in [redacted] and provided her with ARN number [redacted] to track her refund with her financial institution. However, Mrs [redacted] stated her bank does not have records of that card, so we asked she provide us with a letter from the bank letting us know the refund has not been processed in there system so we can further assist in issuing a refund. We did also confirm the account was cancelled on February 25th, 2017 and asked Mrs. [redacted] provide us with the emails she is receiving, stating she will be charged so we can locate if there are any additional accounts in our system and still awaiting response on this issue. Sincerely, iPage Customer Relations
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I am rejecting because the agent did say that it won't go up I even confirm it with her
Regards,
[redacted]