Domain.com LLC

To whom it may concern, We respond to this complaint as followsWe would like to take this opportunity to reiterate some information to Mr [redacted] We can see that as of January 27th, that a request was put in to cancel his account, at which point his billing information was cleared from our system and his account cancellation was processedDue to the cancellation, Mr[redacted] lost all access to his previous hosting account as the account was deleted after the cancellationOnce again we will contact Mr [redacted] via a ticket in order to validate the cancelled account so that we may assist him in creating a domain only accountOnce this is completed Mr [redacted] will be able to use this account to transfer his domains to a new registrar as previously mentionedJust to inform we will be requesting validation in the form of the answer to his security question, or the last four of his credit card number on fileThe ticket ID for Mr [redacted] to reference for our contact is Ticket ID [redacted] .In conclusion we would again like to apologize to Mr [redacted] for any frustrations or delays in resolution, and we look forward to being able to assist him further.Regards, Domain.com Customer Relations

To Whom it May Concern,We respond to this complaint as follows.Ms [redacted] registered a new domain name with Domain Privacy on April 1, and used an MLH coupon she had received from a hackathonThis coupon is valid for a year registration of one .com, .net or .org domain name with year of Domain Privacy for freeWhen Ms [redacted] registered her new domain name she ended up being charged $This same day she contacted one of our Web Advisors regarding this charge and a ticket was escalated to our Billing Specialist Team to issue a refundThis refund request was approved and issued on April 1, and she was notified of this refund through an email sent to her admin email address on fileUnfortunately, Ms [redacted] was initially charged when using the MLH coupon due to choosing PayPal as her payment methodIt is advised on the coupon not to use PayPal as it can cause errors such as this one.Coupon shows the following note after 'TO REDEEM COUPON CODE:'Note: We suggest that you do not use PayPal as your payment method.Due to PayPal restrictions, your account may be flagged and your domainregistration may be put on holdWe strongly encourage you to use a creditcard for billingTo prevent any unwanted renewal fees next year, please setyour domain renewal terms to “Manual” through your Control PanelIf youneed assistance, our Support Team can help complete this process at anytime within the next year.On April 4, we attempted to call Ms [redacted] to discuss this with her but unfortunately we reached her voicemailThe voicemail was followed up with an email advising Ms [redacted] of the reason that she was charged as well as that a refund had already been issued to herIn this email she was also provided with the PayPal Transaction ID's for the refunds issued so she may be able to track the refunds if neededWe not received any replies from Ms [redacted] at this time to confirm that she feels this matter is resolvedIf Ms [redacted] has any further issues or concerns that she feels have not been addressed she can contact us and we would be more than happy to assist herThank you,Domain.com Customer Relations

To Whom It May Concern, We respond as follows to this complaint Mr [redacted] contacted us on November 23, though his support console in regards to his website being inaccessibleWe responded letting him know that we were dealing with an open issue and that the would be notified the second it was resolvedPer our records we can see that Mr [redacted] has created two more threads in his support console, all informing him, periodically, of the work that has taken placeOn the 19th of january our agents sent communication informing our customer that they were able to apply a fix to the our systemMr [redacted] responded on the 20th stating that he would like a report of what fix was being applied and to speak to a tech agent directly Per Mr [redacted] request, he would like his site up and a billing adjustmentWe have been in contact with Mr [redacted] in regards to what compensation will best fit his needsAs of today, 2/11/2016, our Engineering team is still working on getting Mr [redacted] site back up and functionalWe have relayed this information over to Mr [redacted] as it may alter the compensation we were prepared to offerOur stance with this case is that we are still willing to work with Mr [redacted] towards a resolution, we just need to find the best possible solution as his initial request may take some time to accomplish Regards, Joseph FDomain.com Customer Relations

To whom it may concern, We respond to this complaint as followsMr [redacted] contacted in regards to the automatic renewal of a domain name on his accountAs per our terms of service money-back Guarantee Refunds only apply to basic hosting services and do not apply to domain registration fees, setup fees, or any fees for additional ServicesHowver as a show of good will to Mr [redacted] we have refunded him for the domain registration fee referenced in his complaintIn closing we would like to take the opportunity to apologize to Mr [redacted] for any inconvenience he experienced throughout this processWe would also like to thank Mr [redacted] for his patience while we adressed these concernsWe look forward to the opportunity to assist Mr [redacted] further in the future, and encourage him to contact us should he need any additional assistanceRegards, Domain.com Customer Relations

Revdex.com:I have reviewed the response made by the business and am not satisfied with the resolution they offer because it in no way addresses the problemHowever, I don't believe there is any reason to further communicate with them about this Sincerely, [redacted]

To whom it may concern, We respond as follows to this complaint First off we would like to apologize for any and all frustrations we, as a business, have caused you as a customerWe consider customers our biggest resource and therefore our top priorityLooking deep into the issue itself it seems that there was an issue with a coupon code that did not produce the desired price for your domain purchaseWe apologize greatly for this and are working hard to make sure this does not happen againIt also looks like we had some trouble in trying to refund you the disputed amount due a charge back placed on your Paypal accountAs a customer you have every right to dispute payments, as a business we do have regulations and policies set in place that we must abide by when it comes to these actionsThey are designed to protect all parties involved, but in special circumstances, your included, they may do more harm then goodWe apologize greatly for this and would like to thank you for your cooperationWe were able to refund you the disputed amount of to your pay pal accountPlease let us know if you have any more questions or if there is anything else we can do for you Regards Domain.com Customer Relations

We have processed full refunds for the following products on 08/14/2015:Domain Privacy - $Domain Renewal - $29.99Additionally, we have taken ownership of the domain [redacted] and canceled the account

Complaint: [redacted] I am rejecting this response because: My issue has nothing to do with web hosting serviceIt is specifically related to the following:Google app for works they are reselling which has defects in the offeringTechnical support competency: They took more than week to fix it before product could be usedDaily commitment by domain.com support: Everyday they used to promise that issues will be fixed in 2-hoursAnd it took almost 8-days to fix.Based on their product delivery and commitment I have to commit to my clientsIt has affected my credibility and SLAsClient has refused to pay me because my vendor domain.com has a problemI have to accept my client's decisionHow about domain.com? As the know and agree that there is lapses and defects in overall product offering including support why cant they just own it and pay me compensation.Sincerely, [redacted]

To whom it may concern, On 1/6/we received a complaint from [redacted] regarding her Domain renewalMrs [redacted] reached out to regarding the fact that a domain she had explicitly to be cancelled renewed and charged her accountThis occurred on 1/6/Since this occurrence customer has been receiving correspondence regarding an amount still owed by herWhen customer originally decided to delete account and dispute domain charge, our support team could not verify her into the questioned accountPer our policies we could not provide assistance to her issue as we would be making unauthorized changes to the account SInce we received the complaint made through the Revdex.com on 1/6/we have made numerous attempts to contact the customer to get more information on her account so we can work towards a resolutionOn 1/8/We sent out this message: Joseph F [redacted] @endurance.com> Jan (days ago) Hello, My name is Joseph, I am the customer relations agent who will be taking over your caseI would love to get the ball rolling on the best possible solution for you, but I just need a little more informationCan you provide us with the domain that is in question? If you do not have the domain we would need the username for the account or the email address associated with the accountPlease get back to us with the requested information so we can begin our investigation into a resolution Regards, Joseph F Customer Relations After receiving no response we tried reaching out to the phone number the customer had left on file for the complaint, but they left an incomplete canadian phone number: [redacted] After googling the area codes for Ontario, Canada we were able to call three different numbers, two of which were inactiveThe third number had a voice mailbox set up, but in the recording there was no indication that this was the correct number, still we were able to leave a voicemail requesting more information on the account/issue to work towards a resolution We are more than willing to work with the customer to resolve the complaint we just need more information so we can locate the account in question to start our resolution processCustomers request was to cease all communication from our company, this request can be granted, we just need the domain name or account user name to begin Regards, Joseph F Domain.com Customer Relations

To whom it May Concern:We address this complaint as follows.We have reached out to Mr [redacted] to discuss the reason for this complaintiPage nor Domain.com performs outbound sales calls unless requested by the customerAfter reviewing the complaints domain name, it would be appear that they do not have Domain Privacy enabled so their information is PublicWe informed [redacted] that it may have been a phishing/scam attempt but it was not our companyIf Mr [redacted] has any additional questions, that may feel free to reach out to us at anytime.Regards,iPage Customer Relations

The customer created a new account to register another domain with usThe account was signed up on 2/18/and the customer paid $via [redacted] for a year .co registrationHowever, the domain [redacted] .co was not registered for the customer Instead, a .co domain credit was left on the account so the customer could register a .co domain at a later timeIt was not until July 25, that we received a contact from the customer, stating that there was an issue with the domain registrationIn the meantime, the domain name [redacted] .co was registered on May 16, by a third partyIf the customer still wants ownership of the domain, he may want to try contacting the new domain owner and see if they are willing to sell it.We will ensure the customer receives a refund for the $charged to his [redacted] accountAs a gesture of goodwill, we will also add a total of $worth of credit to his account for any new domain registration

Complaint: [redacted] I am rejecting this response because: In the email that I received: Hello Ms [redacted] ,My name is Reo and I am a part of the Domain.com Compliance teamWe have received your Revdex.com complaint in regards to the experience you have had with your recent attempt to cancel your domain name services with us and I wanted to reach out to you and address your concerns I thoroughly reviewed your account, and see that on October 11, you registered the domain name "***sbooknook.com" for yearsIn response to the mention of our day money back guarantee, this applies to our hosting services As per our Terms of Service, domain names are non-refundableIf you have any questions regarding our Terms of Service please see the link below.https://www1.domain.com/legal/legal_domain.bmlI would also like to address the solicitation you have experiencedUpon further review, I see that your domain name "***sbooknook.com" does not have Domain Privacy ProtectionWhen a domain name is registered with any registrar, the contact information provided is placed in a public databaseThis is an ICANN(short for “Internet Corporation for Assigned Names and Numbers”) policyTo provide some context, Domain.com is an ICANN (short for “Internet Corporation for Assigned Names and Numbers”) accredited domain registrar and is therefore required to abide by ICANN’s rules, regulations and policies as well as the Registrar Accreditation Agreement (“RAA”) (available at: https://www.icann.org/resources/pages/approved-with-specs-2013-09-17-en) This accreditation allows Domain.com to sell domain namesWe understand that it can be very stressful to have your contact information public, therefore we offer Domain Privacy Protection as an optional service that can be enabled at any time through your accountThe calls, text messages and emails you are receiving are likely due to your information being visible in a public database.As stated above, per our Terms of Service, domain names are non-refundable, and therefore I cannot proceed with a refund for this productHowever, if you do not wish to continue using this domain name, you can set it to expire once the year term is up, and of course you do have the ability to manage the domain name with us going forward if you wish to continue using the domain.Please do not hesitate to respond to this email if you have any further questions or concerns.Regards,Reo O.Domain.com Compliance TeamIt is stated, "...with your recent attempt to cancel your domain name services with us." as well as, "However, if you do not wish to continue using this domain name, you can set it to expire once the year term is up, and of course you do have the ability to manage the domain name with us going forward if you wish to continue using the domain." which all makes it sound as if the account is not cancelled/deleted I have clearly stated via phone, via the original complaint and presently that services with Domain.com are not desired and the account and the domain are to be terminated I want to make sure that it is crystal clear that this account and domain are to be fully terminated and in no way should I need to do anything further now or in the future to avoid anything having to do with this account through Domain.com.As of 10/19/I was refunded in the amount of $via the dispute through my financial institution Therefore, I no longer seek a refund So the only items left to reconcile this dispute is the full termination of this account and its domain, as well as a written statement stating that there is no reason for I, Mrs [redacted] , to have to contact anyone or do anything now or at any time in the future to avoid future charges or contact from Domain.com and/or any subsidiaries of Domain.com Until my terms listed above are met, this dispute will continue, so I am looking forward to a smooth and satisfactory resolution on this matter Thank you for your time Sincerely, Mrs [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and while I find the business's policy of automatically renewing privacy services for domains no longer registered (as mentioned by the business) with the business strange, unconventional, and shady, I do find that this resolution is satisfactory to meThe business should take it under consideration that many of their competitors, several of whom I have used in the past, do not automatically charge for privacy services on transferred-out domains and cancel such services at the time of transfer Thank you very much for your assistance Sincerely, [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 Sincerely, Terry H***

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 meSincerely, [redacted] ***

To Whom it May Concern,We respond to this complaint as followsIn reviewing MrTerry H***’s account, our records indicate that the customer was notified twice via email, informing that the domain name renewal would be charged fifteen (15) days prior to domain expirationTo further explain, per our terms of service, every account is automatically set to auto renew to help avoid disconnection or loss of domain registrationOur customers are able to update this setting inside of their Domain CentralTheir billing central also has a section to show upcoming paymentsThey can view upcoming payments for the next current year, next year, or all upcoming payments that are scheduled on the accountThe upcoming payments section provides the customer with the product/service name, date and amount that will be chargedEmail notifications were sent to [redacted] , the email address on file, on February 3rd, and February 28th, 2018, informing MrH [redacted] of the upcoming domain automatic renewalAn email confirming the payment was sent on March 6th, 2018, and the customer reached out requesting a refund for the domain renewal on March 12th, where they were informed that domain name registrations are non-refundableDue to the unique nature of domain name registration, there is no way to cancel ownership once registered, therefore are non-refundableOur terms of service, domain registration agreement, section 4-a states:“Payment of fees as a condition to domain registrationAs consideration for the domain registration service provided by Domain.com, you agree to pay Domain.com, prior to the effectiveness of the desired domain registration, all registration and other applicable fees as indicated via the payment method selected at the time of registrationAll fees are non-refundable, in whole or in part, even if your domain registration is suspended, cancelled or transferred prior to the end of your then-current registration termIt is the responsibility of the listed registrant for the domain name to maintain records appropriate to document and prove the initial domain name registration date.” In closing, as a one time courtesy, and gesture of good will, we have refunded the renewal charge and canceled the accountWe refunded the domain name [redacted] website, totaling $that will be sent back to the payment method originally chargedIt may take to business day for this amount to reflect to the account depending on the financial institutionRegards,Domain.com Customer Relations

This customer signed up for a Free Domain Services on 5/14/and has registered some domains with usOn 7/23/2015, the customer upgraded one of his included mailboxes to Google Apps for WorkThis solution is designed for our hosting customers, and some manual work was needed to get this working for a customer with a Free Domain Services accountThe customer contacted us for assistance on 7/26/and our support technician added a TXT record to his domain record which should've resolved the reported issueAll of the tickets on the account are closed now so we believe the technical issues have been resolvedWe've reached out to the customer to verify the issues are resolved but have not heard back

To Whom It May Concern, We respond as follows to this complaint Mr [redacted] contacted us on November 23, though his support console in regards to his website being inaccessibleWe responded letting him know that we were dealing with an open issue and that the would be notified the second it was resolvedPer our records we can see that Mr [redacted] has created two more threads in his support console, all informing him, periodically, of the work that has taken placeOn the 19th of january our agents sent communication informing our customer that they were able to apply a fix to the our systemMr [redacted] responded on the 20th stating that he would like a report of what fix was being applied and to speak to a tech agent directly Per Mr [redacted] request, he would like his site up and a billing adjustmentAs of today 1/21/we have been unable to confirm if the customer has been assisted as the phone number on his account is invalidThe account we were able to locate with the information the customer has provided does not contain a domainThe only point of contact that seems to be viable is the email address he has provided in his complaint, this email address matched what we have on file for the account we foundWe have sent communication requesting more information to assist Mr [redacted] with any other requestsOur stance on the issue is that we are still willing to work with the customer through his grievances with his best interests in mind Regards, Joseph F Domain.com Customer Relations

To Whom it May Concern,We respond to this complaint as followsIn reviewing MsChristina C [redacted] account, she did disable the hosting auto renew setting, however she never had services with usWhen she created the account in March 2017, she created a Domain Parking AccountThis is essentially a domain.com account that only had domain and does not have hostingTherefore, when she selected the “Do not renew my hosting” option in her account, that did not trigger any changes to the account because there weren’t any scheduled renewals for a hosting planAll of the information provided in screenshot screenshot 3, pertains to downgrading to a domain parking account (which was the type of plan she was on) or not renewing the hosting services (which she did not have).To further explain, per our terms of service (section 11- C/ Disabling automatic renewal option for domain names or other aproducts.), the renewal settings for domains should be managed through the domain central.In closing, as a one time courtesy we have refunded the renewal charges and canceled the accountWe cancelled and refunded domain names ($11.99/ea) totaling $that will be sent back to the card originally chargedIt may take to business day for this amount to reflect to the credit card depending on the bank institution.Regards,Domain.com Customer Relations

The hosting plan associated with this account autorenewed on 8/6/in accordance with our Terms of ServiceThe customer initiated a dispute with [redacted] on the transaction and the funds were returned back to the customerWe are updating our records to reflect the reversal and will downgrade the account to a free Domain Holding Account