BigCommerce, Inc.

After communication via case *** it appears this issue was resolved on 11/28/

There are some details here that we believe need to be discussed so we can fully understand the sequence of events, however the interaction itself not handled with near the quality we strive for so you certainly have our apologies.A billing manager will be reaching out to discuss the rest of these
issues and get things resolved for you

You had an outstanding invoice and then cancelled your store, which gave you access to the end of your billing cycle, and provided reminders to backup any data first, linking to this article: *** This is the same information
outlined in the Terms of Service you agreed to upon signing up for the service: *** Please see section for backing up your data and section with regard to payments and cancellations.You then sent case #*** stating you wished us to close your account immediately, which we did. If you need access to your store, it must live and paid. You talked to our Account Services representative yesterday, 8/9/(as documented by case #***) and asked for the store to be opened for you to get your data, to which he granted an exception for a day and your store is currently live. We acted at your request and owe nothingYour store will be shut back down this evening

While we're sorry you were displeased with the service, we disagree with your characterization of the facts and, accordingly, the conclusions drawn from those mischaracterizationsSection and of the Terms of Service you agreed to (*** ) state clearly both how
to cancel your store (via self service or contact to our customer service) as well as the fact that you will continue to be billed until you validly terminate the service. Your first valid contact attempt was on 6/20/as noted in cases *** and ***, and in both cases you were unable to verify ownership of the account so we could not initially execute the cancellation. Another contact on 7/20/was made via case *** and again no verification took place. When our Account Services team was given proper verification, the account was cancelled. However, at this point your account was past due as your last invoice was 7/so indeed those automated past due messages were accurate. There is nothing to refund because you were not charged that invoice (hence it being past due). The account is closed and so the invoice is no longer active, and you should not receive any further notices. No charges were made to your card after your initial contact on 6/20/17. If you have further questions, you are welcome to reach out to our Account Services team

Complaint: ***
I am rejecting this response because: You are saying "It contains no record of an email header from 2014" but yes, it does(see attached) when I called in the man asked me for a case# and I told him there wasn't one on thereYes, The same type of e-mail was sent to me on the 22nd of this month and not until almost a week later was a second e-mail with a case# sentI assumed that since I received this e-mail and didn't know there was ever a second one I needed to see and keep, that I never got it and something went wrong in your systemI don't know what your system does but the fact that I am being called a liar is disturbing to say the least.When I cancel something, I expect not to be charged any longerI had no reason to try to log into my account to check if I was being billed when I knew I had canceled and didn't have an account to log in to. Regards,
*** ***

Complaint: ***
I am rejecting this response because:I'm attaching it again but I forwarded this over to your team before and it was responded to so you should have itI'm not sure what else you're looking forI've also CC'd myself to see if it comes through.
Regards,
*** ***

This person is having an extreme over reaction to an already-fixed clerical error. Their original refund was processed months ago, but there was a mistake in disabling the product that caused the chargeThe client contacted us on a holiday (Christmas Eve) and we acknowledged the mistake and
refunded almost immediately on Monday 12/28. The client simply needs to allow our support team to respond before calling names and making wild social media threats or accusations. The matter has already been closed and is a non-issue. This complaint is not remotely valid

Complaint: ***
I am rejecting this response because: WOW, I can't believe they are saying I called any of their staff a liar That is absolutely false!!!! If I did such thing and their phone calls are recorded, I ask that they provide such recording First of all, my FREE trial period was for days, 10/30/- 11/14/ I paid on 11/13/depending on their support team to resolve my issues I should have not been charged until after my free trial Attached are all communication between bigcommerce and myself If they refuse to refund my money, my next step is Smalls Claims Court
Regards,
*** ***

Complaint: ***
I am rejecting this response because: 5/*** Big commerce case # *** - should credit $79.00 5/spoke to **REF # *** = asking credits months x 15.00.5/- mel - #*** - over bill - ssl These are different casesI was told someone will call me back by MEL within hoursIm still waiting for the callI want thse over billed, bot credited, but credit back to my credit card. All this is being cause by a reprisal attact by philip on the billing teamI need someone NOT related to him , and my account continue to suffer from his abuse of power
Regards,
*** ***

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

Complaint: ***
I am rejecting this response because: I am still awaiting a response from *** concerning the email I sentThe resolution they proposed is suggesting that I absolve & indemnify them of all
misrepresentations prior to August It is a given that we should not have been charged an Enterprise solution from August to nowThere is no authorization for those charges.But we are seeking resolution on mispresentations and services not delivered but still charged from August to August
Regards,
*** ***

We do see a contact from you mentioning an issue with this customer and you were told to unsubscribeUnfortunately, we did not receive any follow up on that being ignored. We have reached out to the customer to work on the situation and will be happy to take action from here, as any SPAM or
similar activity can be considered a violation of our TOSIf it continues, please let us know

Complaint: ***
I am rejecting this response because:In the past week I have started receiving spam either initiated by you or *** that I had never received beforespam in one week, most not even caught by Yahoo's spam filtersBefore this I received only 2-a week besides from your client ***They were all fake Canadian pharmacy spam from Russia or China.As I said before, I NEVER SIGNED UP FOR ANYTHING FROM ***I stated this several times in my spam complaints and on the phoneYou never processed a single spam complaintYou are required to take action on spam complaints, not ignore them.Your stance that it's legal to spam as long there is an unsubscribe link is absurdYou don't notify the spammer that it's a good email addressThat's like saying it's legal to robocall someone on the do not call list as long as they are able to call and remove their numberIt's illegal to even make the call
Regards,
*** ***

That is correct. Your account is cancelled and you won't be charged again

Complaint: ***
As I initially requested, written response from the host company outlining the steps to resolution are required by DMCA legislationTwitter support has told me that this was not initially replied to, and instead was "routed to the wrong place" previouslyWhile I have verified with my host server that no responses have been received via email as stated, I understand that delivery erros may occur for whatever reasonsI ask that written notice be provided to an alternate address on a different serverYou may attempt to reply with written notice of this copyright issue resolution to an alternate email address of:
***
Thank you for your time in handling this appropriately
I am attaching an additional copy of the original notice for reference
Regards,
*** ***

While this remains an unfortunate situation for our client, it is still not something for which Bigcommerce is responsible, nor something we can resolve based on the client's request.The client signed off on the statement of work and acknowledged no redirect issues. It's unfortunate he did not see them, but that was his responsibility before signing off. He also agreed to our Terms of Service when signing up.It is important to note that there is still absolutely nothing to suggest that this was even the cause of any SEO dip. Looking at a web archive, the site was getting redirects (which are harmful to SEO) prior to ever moving to Bigcommerce (see homepage error from December 2014: *** )There could be any number of other factors contributing as well. For example, switching platforms/servers tends to come with a dip in ranking initially. The heavily customized theme they are using has heavy image and custom javascript being loaded on the client's site that slow it down (which can hinder rank), the client doesn't use a private SSL, they have little to no fresh content (i.eonly blog posts all year). The client mentions having over 10,pages indexed previously, but currently has less than 8,pages; removing over 2,page could have drastic impact on SEO. These are all things that contribute to ranking; there is no singular issue that can be blamed, and they come down to business decisions, not software issues.Additionally, Google has had algorithm updates since the migration - one in February, one in April, one in May, and one in July (***e ). One or all of them could have caused penalization or change in rank that is completely out of the control of Bigcommerce.The client has stated the desired resolution is "Reverse Billing, resolve issues, restore SEO Rankings." - We have already given an extremely generous credit and several free of charge services, despite no obligation to do so (as previously detailed) per our Terms of Service or Statement of Work. - There are infinitely too many variables to make "restoring" a possible resolution (not just for Bigcommerce, but for anybody). Once again, we don't know with any degree of certainty what caused their dip. We cannot manage their content, their advertising, their business practices, their competitive landscape, etc. They could make a few content changes tomorrow and have better ranking than ever, or make all the good changes for a year and see no results - there are just too many variables to know and there are no guarantees with SEO.- "Resolve issues" can certainly be done, assuming the issues in question are creating redirect (which seems to be what most of the dialogue has been around). We have self-help instructions on how to create 301s (*** ). We have 24xphone, chat, and email support that can help if the client has questions We have been extremely accommodating, but we are not a professional SEO service and we cannot manage an individual client's business. Information on addressing redirects is readily available and has not been used. The only resolution that the client has been interested in is free services or remuneration, and that's not something we can provide any more than we already have

Complaint: ***
I am rejecting this response because: The debit card you are forcing to debit our bank account is not longer a valid card, this card was canceled on or about March 22, 2016, your company has force charged $from our bank account without permission nor authorization The link you have provided, is a picture and not a website as you are stating on your response (http://i.imgur.com/9yPq8N7.png), this picture was created by another person on your FREE trial basis and had since been canceled multiple times, however, your company has refused to cancel the service from the beginning as it is doing right now. Forcing a debit/credit charge on a previous fixed authorization I believe is il***. We hereafter are requesting this service to be cancelled, a full refund be issued to our company immediately without further delay. *** ***, ***
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I expect an apology for mishandling of this account My account was verified as the representative walked me to reverification of the account by INSISTING I set a new password before he would give me any information A generic 'we are not responsible' is not sufficient Clearly you see that I have called regarding this same issue multiple times and there is an inherent problem with your account management software And BTW why would I need to verify my account if I HAVE NOT been a customer for nearly years?! You have no problem charging my account, taking notes on the account, the only problem seems to be a stopping payments after repeated and formal cancellations?! Resolution would indicate taking responsibility for your errors and fixing any system problems, not pretending your system issues are a customers fault Please forward this to a decision maker that can answer this issue appropriately I have dealt w this cancellation for over a year and at this point I would see a more appropriate apology and ownership of mistakes for me not escalate the situation further
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***A resolution is pending a phone discussion
Regards,
*** ***

This issue was already resolved through our Account Services team via case *** and a refund was provided