Bulkregister.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. My business was down because my websites did not work all the time I had this issue and I, of course, moved my domains to another registrar.These people now stating that everything is written in their knowledge base. It is written about 5 days to transfer domain now, whey they explain in the response that up to 7 days it takes. My 3 domain names were moving / transferring 8 EIGHT days. Of course now they are at another registrar. It would be wise to wait another month until these people go down to earth to respond. Support tickets take around 3 business days to respond, we are not talking about Revdex.com.
Sincerely, [redacted]

We credited a full refund to the associated order on 02/15/2017, and relayed the information to the complainant that the refund will be provided.  The credit was applied to credit card that was charged at the time of the order.  The time for the credit to appear on the bank statement may vary depending on the issuing bank.  However, we can confirm that at this time the refund has already been issued.  Please check with your credit card issuer to confirm that the credit has been applied back to your account.

The original request to transfer the domain name was received on 10/25/2016.  Because the request to transfer the domain came from an unverified source, it required a valid ID to be submitted for verification.  Our verification team did not receive a verifiable ID from the customer until 10/28, at which time it was approved, and the transfer information sent to the Registered Name Holder.  The entire process was completed within 3 days from initial contact.

We have researched this matter and located the following domains reported by [redacted]...

[redacted]While the majority of these domains are not registered with Enom, we can confirm that the following Enom registered domains have been suspended:[redacted]Enom takes domain abuse reports very seriously, and as such we have multiple points of contact for reporting abuse. A web form is available at: http://www.enom.com/help/abusepolicy.aspx and we can be contacted via email at [email protected] or [email protected]. Please do note that unless we need additional information, you may not always receive a response to your abuse report.When reporting spam or any other abuse you will want to ensure that the service provider you are contacting is in fact the administrator of the reported IP address or registrar of the reported domain. You can look up the administrator or most IP addresses and registrars for most domains at: https://who.is/Please do not hesitate to contact us directly if we can be of any further assistance with this issue.Regards, Enom5808 Lake Washington BlvdSuite 300Kirkland, WA 98033

Hello,Thank you for contacting us.  In order to research your inquiry in further depth, please provide the following information - the first six and last four digits of the credit card charged as well as the dates and amounts charged.  Please email [redacted]@enom.com with this...

information and reference this Revdex.com case number #[redacted].Regards,Risk ManagementeNom.com

Your request ([redacted]) has been received and is being reviewed by our Tier 2 support staff.

Hello,
 
Thank you for your inquiry.  ICANN policy indicates that an opt out may be presented but is not required.  For security purposes, the lock will remain in place for 60 days after which you may transfer the domain name to another registrar of your choice.
Regards,
Legal...

Department
Enom

Complaint: [redacted]I am rejecting this response because: am sending the ticket reference number here; it is [redacted]Sincerely,[redacted]

There appears to be confusion of the terms by client.  A change or update a domain's DNS may take 24-48 hours to complete, which is a physical limitation regarding the propagation of changes to the DNS settings on a domain name.  DNS changes refer to the settings on a domain name that...

tells a domain where to go in order to retreive the hosted contents of their website.  Changes to the settings may take up to 24 to 48 hours to propagate to the entire Internet.  Directions and details on this can be found here:
[redacted]
[redacted]
This is not the same as a domain name transfer.
What the client appears to be wanting to do however is to Transfer their domain registration from one Registrar to another Registrar.  Domain Transfers can take up to 7 days to complete.  As outlined in the following support article on our website:
[redacted]
It should also be noted that the domain names provided in the complaint are no longer registered with Enom, and Enom no longer administers the DNS settings for either of the domain names.  If the complainant is having issues with DNS propagation with either of these domain names, it is recommended that they contact their current DNS provider for support.

We have researched this matter and located the following domains reported by [redacted]
[redacted].net – This domain has been suspended by our reseller partner.
[redacted].co – This domain is not registered with eNom, and as such we cannot take action on this domain.
[redacted].net –...

This domain is currently under investigation. If you continue to receive unwanted email from this domain, please make us aware of this.
eNom takes domain abuse reports very seriously, and as such we have multiple points of contact for reporting abuse. A web form is available at: http://www.enom.com/help/abusepolicy.aspx and we can be contacted via email at [email protected] or [email protected].
Please do not hesitate to contact us directly if we can be of any further assistance with this issue.
Regards,
eNom
[redacted]
Kirkland, WA  98033

Our security measures are in place to ensure the protection of our customers.  To avoid such difficulties such as this we always ask our customers to keep their information up to date, and to ensure that the information provided to us are accurate.
We apologize for any difficulty that the complainant feels, but as the account has now been flagged for security failure, it is our responsibility to fulfill our obligations to the security agreement when the account holder opted into the extra layer of security, which states in the case a lockout occurs:
If there is a person's name on the account, attach an uncropped color copy of government-issued photo ID that matches the name on the account. This can be a passport, country ID card, or driver's license, for example.
If there is only a business name on the account, attach a copy of the Business License or Articles of Incorporation, along with a color copy of government-issued photo ID that matches a director or principal listed on that document.
Due to a recent rise in sophisticated Social Engineering attempts encountered by Enom, we request the documents above to properly valid account ownership. We thank you for your extra efforts to validate your account.

The account in question is currently locked due to numerous failed attempts to login.  In order to validate the user and remove the lock, our support team requests that a Valid ID matching the account holder in order to verify ownership. 
However, the ID provided by the complainant was...

only 320x240 pixels in size.  This resolution is far to low to be properly validated.  Due to the high number of Social Engineering and Fraudulent attempts that use this method to disguise fake, or edited images of IDs, eNom's Support agent's has made repeated request for a higher resolution scan of the ID.  
Once we receive a valid match ID whose resolution is high enough to be verified, we will be glad to assist in accessing the account.  
One way to determine if an image is of good resolution is to take the image and zoom in closely to any text on the image.  A high resolution image should not contain any large pixels, and the text should be fully legible at the level of zoom.

After further investigation, it was found that the issue reported, was confirmed as resolved on 08/18, and reported the customer as resolved.  However, customer continued to report that the issue was not resolved on their end.  All functions to the service was confirmed to be functional as tested by our developers and support team.
In researching further, we have found that the complainant attempting to test, or use our email service in a way that is not supported, which is sending an email from an address that it was being forwarded to.  This has the potential to create an infinite forwarding loop between two email addresses, and is not allowed.  We have informed the customer of this, and provided a thorough explanation, which we have not received any follow up to indicate any further issues.

The customer provided the necessary information for verification on 08/04/2016, at which time our support team provided the domain owner with the Transfer Authorization code, or EPP key and unlocked the domain name for transfer.  This gave full control of the domain name to customer as they are able to transfer the domain into an account, or registrar of their choice.
The issue was confirmed resolved by the customer on 08/04/2016 on ticket: [redacted]

I can confirm we reached you directly and spoke via the telephone on Apr 27 05:52 pm

The client attempted gain access to an account where they were unable to pass the 2 factor authentication placed on the account by the owner.  We therefore requested identifying documents to be submitted.  The documents submitted were not verifiable due to various issues with resolution,...

cropping, and saturation.  We asked again for verifiable documents which were provided as of 06/29.  
We have found that the complainant was also attempting to access the wrong account and have since provided access to the correct account.  The issue is considered resolved at this time.

Hello, we have received this complaint, and apologize for the client's experience in regards to this issue.  The experience described is certainly out of the ordinary for our customer service team.  Though we are experiencing higher than normal volume during the holiday season, the...

response and answer provided to the client is not an acceptable answer.  We will review this issue and ensure proper training is provided to the responding agent.
It appears that at the time, the client reached out Technical Support department, who were not able to accurately answer the question.   The answer provided should not have been given.  We have forwarded this request to the appropriate department to be reach out and provide the client with the appropriate answer.

We have received the complaint.  However, our system shows that free trials of the service were purchased, and activated immediately. However, as the Free Trial Period was expiring, our attempt to renew the service failed as there were insufficient funds in the customer's account to fully...

cover cost of the renewal.  Therefore the renewal failed.  A second attempt also failed as there were still insufficient funds.  We show that a third attempt was successful on 10/14, where the customer's account was refilled with sufficient balance to cover the cost of the renewals.It should be noted that the Billing Cycle date cannot be adjusted in our system.  However after the service has been renewed, the option is available to the user to change the billing cycle from a Monthly Billing to an Annual Billing, which was conveyed in our support ticket.

Complaint: [redacted]I am rejecting this response because:
 
I never registered any .NET domain as you stated. I only had a single .COM domain with you. In addition, you are forcing customers to buy additional domains for your "bundle" discount. You do this with the obvious intention of continual charges for a .reviews domain that will never be used. I never clicked on the verify link that you sent me for the .REVIEWS domain. My next summary of account email didn't show that domain listed either. Therefore, it was never accepted by me and you are charging me a year later for something that was never agreed to.
 
If you don't care to refund me the amount with a reasonable explanation, I will expect a full refund and you will help me transfer my domain to a host that will act in an honorable way.Sincerely,[redacted]

Thank you for contacting us, and we apologize for any inconvenience.We have researched this issue, and have located a number of reports from [redacted]@yahoo.com in regards to the following domains:[redacted]...

[redacted]In an attempt to resolve this matter, we are working with our reseller partners to prevent further abuse. It does not appear that we have received any additional complaints from [redacted]@yahoo.com or other individuals for any of the aforementioned domains, and as such we are under the impression that this issue has been resolved. If this is not the case, please make us aware of this by contacting us at [redacted]@enom.com.Thank you again for contacting us.Regards, ------------------------------eNom.com------------------------------[redacted]Ki...⇄ WA 98033