Domain.com LLC

To Whom It May Concern, We respond as follows to this complaint Mr [redacted] contacted us on August 1st, stating that we had cancelled the hosting plan as he had specified Unfortunately, we had also cancelled the domain name privacy and currently his registrant contact information was listed publicly Our Web Advisor Team immediately corrected the issue and escalated this situation for review Domain name registration requires the registrant (customer) to include valid contact information when registering any domain name It is also the customer’s right to have the ability to enable domain name privacy to protect this information from third parties and other telemarketing organizations Domain name privacy is a service that can be purchased and applied to any active domain name that is permitted through the registry to utilize the domain name privacy service We can see how Mr [redacted] would be very frustrated receiving contact from third parties after having paid for the privacy service As a courtesy, we have offered to enable free domain name privacy on MrHughes’ account to prevent this from ever occurring again and allow for privacy to be enabled on any current or future domain name At the time of writing this, we have not heard back from Mr [redacted] regarding this matter, however we are confident that this will resolve the issue that he has been experiencing Thank you,Domain.com Customer Relations

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 have reached out to Mr [redacted] and attempted to resolve the issueWe complied with their request and issued a refund for $In addition to their request, we have set their account to cancel to ensure that future charges will not be a problemThe complainant can feel free to reach out to us any time since they have our direct number.Regards,Domain.com Customer Relations

Complaint: [redacted] I am rejecting this response because: Please be advised that the below message was received on today and does not accurately reflect the response by [redacted] to the Domain.com complaint The response by Domain.com was read on yesterday (12/9/15) and a response by [redacted] was in process (see the Final Response attached) Please re-open the complaint and add the attached response to the Revdex.com Domain.com Compliant file as the response by [redacted] confirming that Domain.com response was unaccep [redacted] to the consumer Please update the BB records and reply to this email accordingly Sincerely, [redacted] *** [redacted] *** Phone: [redacted] Email: [redacted] ________________________________________________________________ Re: ID # [redacted] - Domain.com LLC Dear Revdex.com: The response of Domain.com is unacceptable to resolve this dispute for a number of reasonsFirst, the email referenced in the response is attached hereto and would in no way reasonably lead [redacted] to believe that the domain name was not purchasedSpecifically since the email indicated that [redacted] could “expect to have complete ownership of your new domain name within to hours,” [redacted] had no reason to believe the purchase was not completedSecondly, the email received by [redacted] on 07/20/read in full: Dear [redacted] , Congratulations on your new Premium Domain Name! Unlike standard domain names, Premium Domain Names, are treated as a "Domain Transfer" and therefore take longer to processYou can expect to have complete ownership of your new domain name within to hoursYou can check the status of your domain purchase at any time by visiting DomainCentral: http://www.domain.com/controlpanel/domaincentral/3.0/index.bml Please note: Your domain name will be enrolled in our Automated Domain Renewal Service (ADRS)Once you have complete ownership, you can opt out of the automated renewal process via DomainCentral: http://www.domain.com/controlpanel/domaincentral/3.0/index.bml If you have questions regarding your new domain, please submit a request directly to our ticketing system via your Support Console: http://www.domain.com/controlpanel/sconsole Wishing you continued success, The Domain.com Team ID # [redacted] Domain.com Page At no point prior to [redacted] contacting Domain.com on September 3, (nearly two months later) did Domain.com contact [redacted] or [redacted] to advise that “complete ownership” of the purchased domain name was NOT obtained on or before July 23, Based on the attached email correspondence from Domain.com and the Service and Registration Agreements in place in June 5, 2015, [redacted] proceeded to use the domain name purchased to the company’s financial detrimentAccordingly, the response provided by Domain.com does not provide an accep [redacted] resolution of this matter [redacted] further states that Domain.com misrepresented its services and caused [redacted] to incur monetary expenses for website redevelopment work and other business resources (business cards, contacts, office signage, etc.) that were unusable and void as a result of the misrepresentation and unethical business dealings of Domain.com in this matter [redacted] is requesting a refund of the expenses that were caused due to the Domain.com’s extreme delay and misrepresentation of the ownership of the domain nameThe total requested refunded expenses as a result of Domain’s actions total $Thank you in advance for your attention and responseSincerely, [redacted] *** [redacted] *** [redacted] ***

Complaint: [redacted] I am rejecting this response because: The problem is quite simple On August 18th, I received an email from them stating that "one of your domain names" is set to expire in days I was further told that I may be automatically renewed ANd if that happenes, I will of course be wrongly charged The domain names they provided to me are these [see below] If indeed, these domains were cancelled by them a long time ago, then why is it not reflected in their email of August 18th? The name due for renewal is:Domain Name, Expiry Datemideastinvestigator.com, 2017-10-17mideastinvestigator.org, 2017-10- Sincerely, [redacted] ***

Customer attempted to register domains on 4/20/but only domains were registered There are no records of the missing domains and our engineering team will be looking into why this happenedWe manually registered domains that were not registered during the initial purchase However of the domains that were missing were already registered to other partiesWe have refunded the transactions for the domains that we registered to other parties and sent the customer an email stating we can offer privacy for her domains, a value of $per domain, which is equivalent to $We apologize for the inconvenience caused by this issue and hope that our offer our free domain privacy will resolve this complaint

That you for the opportunity to address this complaint.The customer websites were suspended due a charge back we received on 04/07/for the Instant Website service.As for the situation regarding Weebly Drag and Drop Builder, the basic version of Weebly is included with most hosting plans at no
chargeBut the customer does have the option to upgrade to the Premium version from within their Control Panel, a pmessage will appear which would inform the customer of the $119.88/year chargeAccording to our records, the customer purchased this product on 5/29/Since the charge occurred last year, only a pro-rated refund was provided for the service at time of cancellationAs a gesture of goodwill, we have added a full year of Domain.com Basic Hosting Plan and a full year of Weebly Premium Drag and Drop Builder at no expense to the customerSince hosting was added back, the websites are propagating back to our hosting name servers and websites should be live

Complaint: ***I am rejecting this response because: I replied to their e-mail where they had charged my credit card without my authorization I have a copy and will provide it as soon as I am able I contacted them and spoke to several individuals regarding the charge and was never informed until after the charge was processed I only signed up the web for year and never authorized for any additional time as, I was a start up business and didn't know how it would work out I closed the business in October I will not pay for a web site or services which I no longer utilize My site was closed on the evening I spoke to them and therefore all charges should be credited Why pay for a site that is not in service?!!! Sincerely,*** ***

Revdex.com:This comes on the heels of complaining about ***.comThe spam from them suddenly stopped and I started receiving a plethera of spam from DOMAIN.NET, who is not accredited with Revdex.com.I mistakenly made this complaint without noticing it was .NET not .COM, because you have almost the exact same address as ***.comThe registrar for Domain.net has suddenly been changed and listed as ***.com I have spoken to ***.com, and all spam has suddenly stopped.I do not know (but highly suspect) this is all originating from the same source.For now, I will drop the caseIf you are involved, however, which again is suspect as you are all in the same area, I suggest you cease and desist your spam attack against me, as my next step would be to take offending party to court.The main party it seems is located in Santa Monica, CaliforniaI am located in California as well, and will proceed, along with notifying several of my colleagues in the media, about the pending law suit, and make this public via social media and press.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because:
I would like Domain.com to publicly discuss all of the problematic issues I mentioned and what they plan to do about itPlease also note the problem
with the bulk edit tool is now over two weeks old and still has no fixMany other customers are suffering because of their practices, so I would like
them to address all of the issues that I mentioned publically and I would like potential customers to know the current situation so Domain.com will deal
with all of the problems that plague it and its sister companies (*** *** *** ***). I'm copy/pasting below my response to Domain.com in our e-mail exchange after they reached out to me because of this Revdex.com complaint
* * *
Hi ***Thanks for reaching outThis matter with the bulk edit which is nowpending fix for over two weeks is just the tip of the iceberg as I'll elaborate later in this e-mailRegarding the bulk edit- I tried dozens of times in the last couple of weeks and the bulk edit tool never workedOnly yesterday, the 21st of June, I managed to actually see a domain in the next screen after clicking on 'modify selected domains'When I tried to add a few domains to bulk edit them- it didn't work and the system only let me add one.
I have many domains with many registrars *** *** *** *** to name a few)I have never encountered a registrar with so many buiproblems in the way it operates and an ever-ending string of errors on top of thatIn fact, in all of them I may have encountered only a problem or two in the years I've been with them and those too- were always solved quickly and efficientlySince the day I joined Domain.com there's always something new to deal withI've wasted an incredible amount of time and energy having to address dozens of issues and errors and trying to explain things to your tech support teamSince you guys outsource to India, many times your reps simply don't understand what's being told to them, answer in bad English or simply copy/paste automatic answersI also provided detailed feedback using your feedback tool a few times but nothing ever changes
In my complaint to Revdex.com I didn't have enough space to elaborate on *** problems (for example, your lsystem many times sends to error or blank screens)I detailed the most important issues in my complaint:
It's mind boggling that you don't allow transfers of individual domains without having to use the bulk edit tool
You have no regard to clients' security if your reps continuously ask me to ask another member (a stranger I'm selling domains to) for the answer to his security question in order to be able to transfer domains
A terrible checkout process that takes forever when there are multiple itemsThe automatic assignment of two years per domain causes the cart updates to be extremely longOnce it took me around an hour to register a few dozen domains
Occasional errors during the checkout process, such as invisible credits being credited to the account instead of actually registering the domains, so the process needs to be reportedThese credits don't appear anywhereHow are users supposed to know that they domains weren't registered? Or how many credits they have? Also, sometimes the checkout screens change and there are additional errorsIt can be a nightmare
It's impossible to simply sign up to Domain.com without having to use your supportNo sign up link anywhereEvery transaction with a new client is always an ordealI have to send them to the chat and then pray that there won't be a problemSometimes your reps give people a link to sign up and then they have to provide credit card details even though they're not making a purchaseThen there are "security problems" many times or "suspicious fraudulent activity" as your reps refer to itWhich always ends up in nothing besides a big waste of timeLet people sign up easilyBy themselvesWithout having to give a payment methodAny regular registrar lets people sign up without all these problems
Problems with payments because of security problems that only you seem to haveFor example, my *** was blocked at *** or *** without any reason
I'll settle for these even though I can continue all day with problems and errors I encounteredMany people I've encountered or deal with either used Domain.com in the past and don't want to use you again because of all of the problems you have or heard about Domain.com and don't want to use you to begin withI lost clients because of the way you're operatedPeople simply refused to deal with you because they knew they're gonna have a headache
So if you guys really want to improve, please start with these matters and also hire as many native English speakers for the chat and support as you canPlease look at the ticket for the pushing domain issue that I started in JuneRead my dialogue with your repsAre they even reading what I'm writing? They asked me or times to give them the answer to the secret question of the other user instead of dealing with the real problem- the bulk edit toolI wrote in my original message that the other user doesn't want to give me the answer (and why should he? Giving it to me endangers his account's safety because to him I'm a stranger)
I hope you will take this e-mail seriously, discuss these matters with whoever needs to be consulted and help Domain.com become a registrar that has a sensible infrastructure like all the other big registrarsA registrar that tries to help customers and not waste their timeA registrar that tries to avoid problems before they even arise instead of creating *** and *** problems for customersJust so you'd know, I'm a member of ***, the biggest domaining forum on the net, and there are dozens upon dozens upon dozens upon dozens of people complaining about Domain.com and the sister companies that use the same infrastructure (*** *** *** ***)I'm not a random person who's having issuesI'm voicing these issues on behalf of a lot of your customers or potential customers who currently prefer to avoid you
Thanks for your time and attention and I hope to see an improvement soon across the board,
***
p.sJust to clarify- in article 1, I'm referring to the ability to push individual domains without having to use the bulk edit tool- something that you currently don't have and every
other registrar offersHow am I supposed to push domains when the tool isn't working for two weeks?
p.sI also forgot about the fact that domains that get transferred to other registrars remain in the account for some reasonSo every time I transfer a domain to another registrar
I have to contact your chat to delete it for meSuch a waste of timeYour system treats the domains as "listings" that can be added or removed instead of simply treating them
like domainsThey get transferred- they're supposed to be gone, not stay in the accountIn any other registrar the domains get deleted automatically when they leave the account
So please look into that as well
* * *
Sincerely,*** ***

To Whom it May Concern,We respond to this rebuttal as followsAfter looking into this issue we have discovered that Mr***'s credit card has been used on an account that was set up fraudulentlyIn light of this information, we will be refunding Mr*** the charges he has occurredWe have gone ahead and suspended the account for further investigation and will remove Mr***s credit card information once we have processed the refund.We would like to take this time to apologize and thank Mr*** for bringing this to our attention so we were able to explain ourselves and get this resolved. Regards,Domain.com Customer Relations

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

To Whom It May ConcernWe respond as follows to this complaint.The domain name ***.com was for sale via a third party who was using our platform to sell the domainOn June 5, Ms*** attempted to purchase the domain name *** and domain privacy for $1357.99. On
July 20, an email titled "Premium Domain Name Welcome Message"The e-mail stated as follows: "Unlike standard domain names, Premium Domain Names, are treated as a "Domain Transfer" and therefore take longer to process...""...You can check the status of your domain purchase at any time by visiting DomainCentral". This email was sent to confirm the purchase of the premium domain credit on June 5, 2015, but to clarify the domain name was not under Ms***'s ownership, as it takes a longer process. Once it was determined in September that the domain name was not going to be released by the owner we issued a refund of $for the domain and domain privacyIn this case the initial owner detracted the domain name from being available for sale and that is why it was not transferred over to Ms***. We understand that the current process we have in place is not the most customer friendly and we are limited in our ablity to notify our customers in a timely manner as we are not in control of the domain name.We also understand that Ms*** chose to move forward with marketing a business with the domain name ***.comHowever, per our emails we did indicate the domain name had not been moved into Ms***'s ownershipFurthermore, our terms of service do indicate our limitation of liability.We do understand that this is an unfortunate situation and may not be the outcome you desire but we have refunded the full purchase price of $1357.99.Regards,Domain.com Customer Relations

Complaint: ***I am rejecting this response because:
Today is 12th day but still not received any amount still waiting for that and as mentioned they fixed the search option for domain ..I don't think so , today I again search "com.info" it is still showing domain is available please check attached screen shot why you are making fool to people to showing fake search I searched so many premium registered domain but showing available in your site I don't know why you not fixing the issue You are running an E-commerce website and this type of silly mistake really bad well it is good way to earning ..
Sincerely,*** ***

To Whom it May Concern,We respond to this complaint as followsMr./Ms*** reached out to us on December 31st, regarding unauthorized charges on to there credit card. Upon further research into the account, we have found that the credit card on file has been on the account since
January 8th, 2017, and has been used since thenWe have responded to Mr./Ms*** via there email address d***@outlook.com asking for a bank statement highlighting the charges made along with a government-issued photo ID to be sent to usWe ask for these documents so that we can verify the customer and the charges that were placedAfter which we will be able to work with Mr./Ms*** in resolving this issue. We would like to take this time to apologize to Mr./Ms*** for the inconvenience and frustration this situation has caused and are glad that they have brought this issue to our attention so that we may work together to get this resolved. Regards,Domain.com Customer Relations

To Whom it may concernWe respond as follows to this complaint.Mr*** *** contacted us on the 28th of August, to register the domain name com.info He was charged for the domain name and it was placed into a pending status The reason behind this is that the domain name was
already registered since to a different registrant and our system improperly displayed that the domain name was available for registration This was corrected within the next hours and the customer was refunded in full for the purchase they had made We have reached out to the customer to discuss the situaton further both via phone and email We have not been able to directly contact the customer but we have let them know that we are available to discuss any feedback they would like to provide us and offer any additional assistance that they may require.Thank you,Domain.com Customer Relations

To whom it may concern,We attempted to call *** *** via the phone number provided in the complaint on May 10th, but there was no answerWe left her a voicemail message informing her that we will be following up with an email messageWe sent an email message to *** on
May 10, and provided her with a direct number to call back*** replied to the the email we sent that same dayWe responded to her email requesting proper verification of the account via a security question she createdShe replied back to the email on May 10, and stated that she will call back to answer the security question over the phoneWe waited for her call back but she did not call back as previously statedWe attempted to call her back on Monday May 16th, but there was no answerWe sent an email advising that we would follow up with her on May 17th, We called back *** on May 17th, and spoke with her and assured her that she will not be billed in the futureCustomer can contact us with any further questions.Regards,Domain.com Support

To Whom It May Concern,We respond as follows to this complaint.Mr*** *** contacted us on June 6,regarding an intermittent issue he has been experiencing with our "Modify Selected Domains" tool from within his accountOur technical team was able to replicate the issue and filed a bug report
with our engineering team for further trouble shootingAs of right now our engineering team is actively working to resolve the issue as soon as possible however, there is no ETA as to when the issue will be permanently fixedOnce we receive confirmation from our engineering team that the issue has been fixed we will notify Mr*** of the resolution In addition, we have reviewed Mr***'s account and contact history with us and have determined where it is that we could make improvements to our system to ensure quality products and service to our customersWe have notated Mr.***'s feedback as well as shared his comments with our executive management and engineering teamsWe understand that this issue can be frustrating to deal with so as gesture of goodwill we have applied three months worth of hosting credit to his account due to the inconvenience. Sincerely,Domain.com Customer Relations

It does not appear Ms*** is a customer of Domain.comRather, it appears she is complaining about the activity of a Domain.com customer(s)In order to investigate the issue further, we recommend that Ms*** file an abuse report at the following URL:
http://www.domain.com/legal/report_spam_and_abuse.bmlWe will need the complete text of the spam email, including full email headers to trace the origin of the spam message.Thank you!

To Whom It May Concern, We respond as follows to this complaint.Mr*** *** updated his domain renewal status from automatic renewal to manual renewal on 05/04/Then on 06/12/his hosting plan automatically renewed for $190.80, which is a separate service from his domainWe
received a chargeback from his bank for this charge on 07/09/Mr*** *** contacted our chat support on 08/03/inquiring about why the renewal was made because he had canceled the accountHe requested the account to keep his domain and was advised of the chargeback on the account and that there will not be any continued charges on the accountThe account was downgraded to a free domain parking account to allow him continued access to his domain. On 08/15/2016, Mr*** *** made a three way call with Capitol One to our support line regarding the hosting renewal charge of $stating the account should have been canceled prior to the chargeA ticket was created at that time to our billing team to further investigate the account to see if there had been a previous request to cancel the accountMr*** *** was advised via email on 08/15/2016, that we had not received a request to cancel the account prior to the renewal date and that a chargeback had been received for this renewal so we would be unable to process any refunds at this time. On 09/24/we were notified that the chargeback dispute had been won in our favorWe received noticed a Revdex.com complaint had been filed on 09/28/by Mr*** ***We issued a refund of $back to Mr*** ***'s card on 10/03/and sent an email notifying him of this refundIf Mr*** *** has any other questions or concerns he can feel free to reach out to us. Thank you,iPage Customer Relations