Anderson Vision Center

Complaint: [redacted]
I am rejecting this response because: I still do not have the ability to manage the accounts for my domain names and did not receive sufficient explanation for the security breach. I did spend a significant amount of time working with [redacted] and I appreciate her time, due diligence and professionalism during our interactions.I ask that all reviewing the case understand how frustrated I am that this happened in the first place and as a result I was required to fax and email on multiple occasions copies of my driver's license and water bill per [redacted]s policy in order to identify myself as the registrant of both domain names.[redacted]s is not providing me access to manage my domain names at the present time, though changes were made to the accounts after the identification process over the phone. I was told after the holidays were over I would be able to login to the domain name management interface however no exact date or time was specified. Until that time I cannot see for myself how both accounts are configured, though for the moment hosts within both domains are properly resolving.Secondly, the initial security breach which occurred on 11/26/2014 where the [redacted]s management interface for my domain names was obviously compromised and purchases for [redacted]s were made within the domain name management interface which allowed parties unknown to hijack both of my registered domain names. I need to know how this occurred, how it can be prevented in the future and what information was leaked to the unauthorized person(s) which gained access to both accounts. I would ask that this case not be closed until I have access to manage both accounts and a sufficient explanation of the security breach which allows unauthorized persons access to manage both accounts starting on 11/26/2014 and any personal information exposure associated with my accounts and the recovery process, e.g. the faxes and emails of scans of my driver's license, water bill... when and how are they disposed of, who has potential for access to view that personal information.
Regards,
[redacted]

Dear Revdex.com,We have received the complaint for [redacted], Complaint # [redacted].We have reviewed the client's account issue and have terminated the services as requested as well as refunded the client in the amount of $32.95.  We have emailed a copy of the cancellation...

confirmation to the client and a copy of the invoice showing the refund.Thank you,[redacted]web.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear Revdex.com,We have received the complaint for [redacted], complaint # [redacted].We have reviewed the client's account concerns and have set her account to terminate. We have also requested for the client to be refunded. The client only made one payment of $114.95 and we are...

returning the funds back to the same card that is on file. Please be aware, it may take 5-7 business days for the funds to be reflected within the client's account.Thank you,[redacted]Web.com

Complaint: [redacted]
I am rejecting this response because:The original payment (1 year + 2nd year protection) was never charged back, to which [redacted] agrees. This should legally provide the customer with two full years of domain ownership - regardless if the domain is renewed or not! In fact we are still within the those first 2 years. Indeed the 2nd payment (renewal + 3rd year protection) was charged back because of ambiguous description on cc statement. Hence domain was not renewed and only year 3 is when you may revoke ownership, because two full years are still covered by the first payment of one year registration plus another year of domain expiration protection.Here is a quote of the [redacted] webpage advertising the [redacted] service which has no exclusion of any sort:[redacted] secures your domain for 1 year if you are unable to renew it on time.Secures your domains for 1 year if you are unable to renew it on timeProtects you from credit card expiration, failed billing or incorrect contact information
WHAT GOOD IS AN EXPIRATION PROTECTION SERVICE WHEN IT ONLY WORKS AS LONG AS THE DOMAIN DOES NOT EXPIRE?Regards,
[redacted]

Dear Revdex.com,I have researched the domains Mr. [redacted] is referencing.  The domain he used to own, [redacted], is available for purchase at any registrar.  He is welcome to purchase it from [redacted] as they have it listed for $3,369.00.  This is a premium domain and will have a high purchase price.[redacted], the second referenced domain, is registered with [redacted] and owned by [redacted] since 05/27/13, not [redacted].  As with any domain, he is able to make an offer to the current owner for purchase.I would like to reiterate that we have no policy to purchase domain names for the customer's protection.  I recommend that Mr. [redacted] purchase the domain names he desires at the time of inquiry to avoid losing it to another purchaser.We kindly ask that the Revdex.com consider this complaint closed.Thank you[redacted]

I accept Web.com response to this issue, but due to the unreasonable delay and misleading language indicating an earlier resolution wish was a lie. Also, due to a breach of Web.com agreement, I lost donations. Please do not communicate to Web.com until it fulfills this current promise.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear Revdex.com, [redacted] filed a complaint with your office requesting a refund in the amount of $299.85 as well as his website to be restored to its original status. A review of the account and phone calls in question, shows there was misinterpreted communication which caused the claim to be denied....

At this point, the issue has been rectified. The customer has been fully refunded in the amount of $299.85. This refund will be fully processed within 1-2 business days. Also, the website mentioned has been returned to its original state. As a result of meeting this customer's requests to their satisfaction, we respectfully request that the Revdex.com consider this matter closed. [redacted] Web.com

Dear Revdex.com,We appreciate you bringing our attention to this matter. We've investigated this complaint, and have found that we have appropriately communicated our stance on this issue, which I will reiterate below.We understand the concern, however Web.com is simply the Registrar for this domain....

 The website itself is hosted elsewhere and Web.com did not create nor do we exercise any control over the content found on the website that you find objectionable.   We would recommend that you address this issue directly with the owner of the website or to the web-hosting provider.Under the rules governing Registrars, Web.com can only take action with respect to a particular domain registration pursuant to (i) a request from the current domain name registrant; (ii) the terms of the Uniform Domain Name Dispute Resolution Policy (“UDRP”) issued by the Internet Corporation for Assigned Names and Numbers (“ICANN”), the international regulatory body that oversees the administration of domain names; or (iii) an order from a court or arbitral tribunal of competent jurisdiction.If you are considering taking recourse against the party responsible for posting such content, you may find ICANN’s dispute resolution procedures detailed in the link below to be informative.[redacted]Please note that under the U.S. Communications and Decency Act, an Internet Service Provider or Web host is immune from liability for the content posted on a website by a customer and therefore, neither Web.com nor its affiliates would be a party to any potential court, arbitral or regulatory proceedings. We appreciate this matter being closed as resolved.[redacted], a Web.com service[redacted] [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. A credit is visible on my credit card statement from the merchant.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I recently learned that I had a mobile website when I was told to request that the same modifications that are made to my website be applied to the mobile website as well.  Prior to such time, I did not realize that if I want my website to appear on mobile devices, then I had to have an additional (3rd) service.  The service that I sought from Web.com was to consist of a website fee of $114/mo. and an eCommerce fee of $55/mo.  During the course of this dispute via Revdex.com, after submitting a Revdex.com complaint, I was told by Ms. [redacted] that there was to be an additional $30/mo. fee for the mobile website going forward.  In my previous rejection correspondence, I referenced a total of $30 that I was charged on 8/5/15 towards the mobile website, which Web.com intended to apply monthly for the remainder of the service.  Again, I learned this information during the course of this Revdex.com dispute.The only upcharges that had been presented to me was by a man from their [redacted] Department who called weekly to sell a [redacted] service for an additional $300/mo.   A lady called weekly from their [redacted] Department as well, offering a [redacted] service for an additional $195/mo.  I declined repeatedly and expressed to them that I was not pleased with the service that was being rendered thus far and had no desire to add their upcharges.Any reader of my initial complaint to the Revdex.com would find that the myriad of problems with Web.com that I have experienced since the website went live, did not primarily lie with the mobile website.  I find it highly unfortunate that the responses from Ms. [redacted] via Revdex.com trivialize and grossly misrepresent the nature of my complaint and what is being discussed via direct, recorded telephone conversations with her.  During our conversation on 8/25/15, Ms. [redacted] told me that they were not finding any records of any of my issues prior to 3 months ago.  I offered to provide names of representatives that were supposedly addressing my issues from the beginning of service in January of this year.  For example, I had names of reps from their Retention Department from as early as the first month of service.  Ms. [redacted]' response to me was, "Oh, I didn't know you had names."  Web.com's position is that they have no records or documentation of my issues, which began the initial month of service and compounded throughout my website ($114.95) and eCommerce ($55).  My position from the time of submitting my Revdex.com complaint was to receive full reimbursement.  The first I learned of a 3-month reimbursement option was upon reading Ms. [redacted]' response on 8/13/15 via the Revdex.com.  Furthermore, her response outlined several months of free service which I supposedly received.  My records (confirmed with my credit card company) reflect that I have incurred the following charges to date: $114.95 (Jan. 1); $55 (Jan. 26); $114.95 (Jan. 29); $27.50 (discount - Feb. 23); $55 (Apr. 20); $55 (May 18); $114.95 (May 21); $55 (Jun. 15); $114.95 (Jun. 18); $55 (Jul. 13); $114.95 (Jul. 16); & $30 (Aug. 5).Ms. [redacted], who has presented herself as merely a messenger, continues to present contingencies upon which a full
refund would be based.  Whenever we surpass the hurdle, she presents another
factor.  I have asked on numerous occasions to speak with someone who may
further address the matter.  She says that there is no one else with whom to
speak.  Furthermore, she has stated that the [redacted] has been reviewing my
situation; however, I am not allowed to directly speak with the [redacted].   On 8/27/15,
I asked that I be contacted by her superior. Again, she said that there was no
one else for me to speak to regarding the matter.  After a rather lengthy
exchange between her and myself, she eventually said, "I'll have someone
call you."  She abruptly hung up the phone while I was in the midst of
asking when I would be contacted.  Subsequently, the same day, she later followed up with an email restating the 3-month offer.  The email stated that I had until 8/31/15 to accept or decline the offer, or forfeit the reimbursement of any funds. On 8/20/15, it was brought to my attention that my credit card
numbers(2) had been compromised by Web.com on 8/13/15.  According to the Web.com correspondence,
there were approximately 93,000 customers whose credit cards had been exposed.  This would be a good place to reiterate the fact that the very nature of my
complaint initially stemmed from the fact that Web.com has listed with the
major Internet search engines a photo of my personal residence, a map to my
home; and furthermore, a link to access directions to my private home.  In the interim of this dispute, Web.com customers, including myself, had our
credit cards exposed to possible identify theft.On 8/28/15, my credit card company attempted to contact Web.com with me on the line.  My creditor's representative was placed on hold twice for 7 minutes each on 2 calls that were place back to back.  We were not able to speak with a Web.com representative.  On the third attempt, we were able to reach a Web.com rep after a lengthy hold of 15+ minutes.  We were transferred to various departments twice, which entailed 2 more extended hold times.  Ultimately, we were unable to have our concerns addressed.Later on 8/28/15, I was contacted by the superior of Ms. [redacted], Mr. [redacted].  He said that he did not understand why I would be seeking a full refund when I had received discounts throughout the year.   I expressed that in addition to providing poor service, compromising my personal security, violating my private financial information, I have incurred promotional costs for links directing customers to a website that was oftentimes unavailable.  Also, I have printed materials advertising the Web.com [redacted] number which they will retain after my service ends.  Mr. [redacted] said that he would review my recorded phone calls and contact me on August 31, 2015 with a response to my request for a full refund of all funds paid to Web.com. In conclusion, I believe that the general public at large needs to be aware of how Web.com conducts business.  It is for this reason that I was prompted to report to the [redacted].  In addition, I have been in contact with the [redacted] of the [redacted] office to submit a report of my experience as well.  
Regards,
[redacted]

Dear Revdex.com,   We have thoroughly reviewed Mr. [redacted]’s concerns. As previously stated, the former [redacted] of the domain, [redacted], was notified via email on multiple occasions in advance of this domain’s expiration date. When a domain expires, the Registrar pays for the cost of renewing the domain name in advance to allow the customer extra time to renew.   It is not ever recommended that customers wait until after a domain expires to then try to repurchase it. Please note that the customer’s exclusive rights to their registered domain name are relinquished upon the domain’s expiration date. In order to ensure ownerhip, renewing the domain prior to expiration would have been the best course of action.   As this customer was properly notified of pending expiration and deletion several times, we ask that the Revdex.com consider this matter closed.   We apologize for any frustrations or confusions Mr. [redacted] may have experienced, and we wish him the best in future business endeavors.     [redacted] Web.com

Dear Revdex.com, We have received the above complaint from your office, filed by a client who purchased [redacted]/Marketing) service for their business. Due to circumstances outside of our control, a portion of the client's funds were unable to be used as originally intended. After the client's...

request to apply and transfer additional campaign funds to a new business location, in consideration of the already existing campaign issues, Web.com determined that funds could not be transferred without the risk of potentially adding to the underlying issues, and having a negative impact. To protect the client and Web.com from further account confusion, Web.com denied the request to apply these funds to another location. At the point of determination, a claim request was sent to leadership to seek approval for a refund of the remaining campaign funds to be issued. Approval was obtained and a refund in the amount of $11,465.45 was issued on 6/23/2017.As a result of Web.com meeting and/or exceeding the client's expectations related to the refund request, we kindly request the Revdex.com consider this matter closed.  Best regards, [redacted]Web.com

Dear Revdex.com,
 
We have reviewed the complaint for
[redacted], Complaint# [redacted].
 
We have reached out to the customer
via email and phone regarding his account access. We have explained to him the
reason why his accounts were placed on a lock status,...

we also explained the
process and completed a security verification. We have also updated and made
changes to both of his domain accounts, [redacted] and [redacted] per his request. We
have also explained to him that he will receive full access to both his
accounts once the heightened security is lifted. Based on the actions taken to assist
the customer, we ask that the Revdex.com consider this matter
closed.
 
 
[redacted]
[redacted]
Web.com

Dear Revdex.com, We sincerely apologize for the frustration Mr. [redacted] experienced.  The client’s contract ended for his Annual Custom Website and the client chose to take the physical website files to a different host as is allowable for this product after a 1 year term....

 The client was provided two site copies, which upon review were complete site copies with no missing or corrupted files.  In doing so the client is given the option to pay to have our team complete the transfer or to do it himself.  The client elected to move the site on his own to a 3rd party host so there would be very little Web.com or [redacted] could do to assist with that migration.  Unfortunately, the new 3rd party host was unable to host the website (this is per the client and for an unknown reason).  The client then chose to purchase a hosting environment with [redacted] to migrate his website to.  Unfortunately the client was unable to fully migrate his website correctly which caused errors and formatting problems on the new host.  The client called in several times for assistance to which the teams at Web.com and [redacted] worked together to fix the website as a courtesy to the customer.  The teams were successful in correcting the errors and the website now resolves correctly. The client has received $849.65 in discounts and waived billing; furthermore the client was not charged the typical $174 fee for assisting with the website migration.  Unfortunately due to the large amount of money refunded and to the client already we would not be able to extend further refunds as he has already received a “major portion” of his total expenditures.  We do regret the experience Mr. [redacted] had, however, he was provided with a working website and [redacted]eting, was extended many discounts and refunds, and lastly did not elect for a paid transfer service to avoid any errors with the transfer.  Thank you, [redacted], Web.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  It's unfortunate I had to spend so many hours correcting their mistake.
Regards,
[redacted]

Dear Revdex.com,We have received the complaint for [redacted], complaint # [redacted]Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with several team members to better understand these issues and respond...

appropriately. After completing a full review of the account it was confirmed that the client purchased a one year domain renewal for [redacted]  for $37.00 and domain Perfect Privacy one year renewal for $23.40 on 3/5/2018. If the client would like to cancel the renewal of the domain our company can assist with canceling the domain and perfect privacy renewal and providing the client with a full refund. However, if the domain renewal is canceled the domain will become available for purchase to the public. The client can make direct contact with our company to cancel the service and provide a refund.Thank You,         [redacted]Web.com

Dear Revdex.com,We have received the complaint for [redacted], complaint #[redacted].We have reviewed the client's billing concerns and can confirm that we have issued a refund in the amount of $218.81 in the form of a check for the registration of the domain name [redacted] as well as the email boxes associated with it. Please note that it may take 7-10 business days for the check to reach the address provided. As far as the marketing emails are concerned, we have worked with our support teams to ensure that your email address is removed from our database. We apologize for any frustration this may have caused.Thank you,[redacted]Web.com

When I spoke to a gentlemen last week, he informed me that You (web.com) were in charge of sending me an email with instructions on how to take over  the domain name which never occured, I want my domain name back. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
 
Regards,
 
[redacted]