Domain.com LLC

To Whom it may concern,We respond to this complaint as follows. Mr*** *** contacted us on June 16,in regards to transferring his domain name: *** to another providerIt appears Mr*** was unable to transfer the domain as the domain status showed to be
lockedWe can confirm that a ticket was escalated to our registrar team to have the domain unlocked so that Mr*** could transfer the domain to the provider of his choice. Upon further review of Mr***'s account , we can confirm that the transfer request was initiated on June 20,and the domain now shows to have been transferred to the new provider: *** *** You can confirm this by conducting a whois lookup (ex. ***) We would like to apologize to Mr*** for any frustration he experienced with his transfer requestWe are devoted to helping improve our service, so Mr***'s feedback in regards to this experience is greatly appreciated and will be heard. Sincerely,iPage 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 me, contingent on their ability to actually renew the now expired domain
Sincerely,
*** ***

To whom it may concern,
We respond to this complaint as follows
On December 12,Ms*** *** renewed multiple domain names from within her Domain.com account including the domain " *** " Ms*** was charged $toward the renewal of the domain "***"
however, the domain renewal for *** failedA email was sent to the admin email on file "***" notifying Ms*** of the failed renewal.
Ms*** then contacted our support team regarding the renewal of "***" and a ticket was escalated to our registrar team for further investigationOur registrar teamed informed Ms*** that the renewal failed due to the domain being a "Premium" domain name and informed Ms*** that the renewal cost for the premium domain would be $and not the standard $33.99.
It appears there was a glitch in our system that allowed Ms*** to renew the premium domain at the standard renewal rate $and the not the premium price of $We have informed our engineering team of the bug in our system regarding premium domains renewalsAt this time our engineering team is working diligently along with our development team to resolve the bug in our system to ensure that this situation does not happen to any other Domain.com customer who attempt to renew a premium domain from within their account.
As of now, Ms*** has paid the premium renewal fee to renew the domain name "***" and we can confirm the domain has been renewed for one year and is currently active on the account.
Sincerely,
Domain.com Customer Relations

At this time we have a issued a $refund for the Hosting serviceAs for the domain refund, we are unable to provide refunds for domain renewals once they have been chargedWe see that notifications were sent to customer stating that the domain was going to be renewedSince there was no contact
from the customer until after it renewed, we can't provide a refund for the domain renewals

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 charge was corrected within the next hours following the purchase and the customer was refunded in full for the purchase they had made We have also notified our development team of this situation to make the necessary changes which will prevent this in the future We have reached out to the customer to discuss the situation further both via phone and email multiple times during the original complaint as well as the rebuttal We have not been able to directly contact the customer through the provided phone number, but we have let them know via email that we are available to discuss any feedback they would like to provide us and offer any additional assistance that they may require Beyond this, we cannot take any further action regarding this complaint until we are able to successfully reach this customer.Thank you,Domain.com Customer Relations

Complaint: ***I understand that the domain is no longer availableIf it was, I would purchase itThe payment process is the final step in purchasing a domain at Domain.comIt is the fault of Domain.com that this domain was not registered with my account and instead left open as I completed all steps required on my part (including the payment)It is now opened by a stathat is unwilling to sell itThe value of loss is much greater than $compensation to register another Domain"Brandable" domain names are extremely valuable and limited in quantity. My request previously stated remains justly the same - This mistake has cost our business hundreds now and much more in lost opportunity considering the value this name has with our branding. I do not want a refundI request that Domain.com honorably cover the immediate costs ($300) that this has caused to our businessOur business can prove the source of these costs upon request.Sincerely,*** ***

Complaint: ***I am rejecting this response because: they have selectively choose to reply on the last ticket onlythey have not mentioned the real pain, time and poor quality of support they providedI raised the ticket on July and few other times after thaton July when they repeat the same reply I put my foot downOnly when I told them about the complaint to Revdex.com they took it seriouslyIn order to prove that product delivery and offering has defect I made another purchase following their live instructionsthey could not deliver it the same day as well and another support ticket was created for this alsoOnly next day the product could be deliveredThey dont mention or highlight the time it would take to deliover the productif they have any manual configuration to be done they must highlight it and pop up to the customer whilst making purchaseThis is very indifferent and arrogant attitude demonstrated by businessSecondly they mention that I am using free serviceNothing is freeI have purchased all the domainsAnd these services were part of the purchaseAs I mentioned I did make second purchasein order to make purchase and upgrade they tell us to create an email account in their systemSo its part of their system and thats how they deliver the producthow can they blame customer like thisThis is really really bad.I will further escalate it if they are replying like this.Regards,*** ***Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Regarding complaint #*** , still communicating with the business to come up with a feasible resolution
I will update you once the problem has been resolved
Thanks,
*** * ***

We have successfully processed a refund of $and explained to the customer why the transfer did not go through

To Whom It May Concern,
We respond as follows to this complaint
Mr*** *** contacted us on September 3, and inquired about three pending renewal charges for the additional feature Domain Privacy on his accountOur web advisor team informed Mr*** of what the pending
charges were for and cancelled the Domain privacy feature from Mr*** ***'s account per Mr***'s request.
It appears Mr*** inquired about a refund for the privacy charges that occurred in October and December of and our billing team informed Mr*** that a refund would not be issued as Mr*** was outside of the refund windowPer our billing policy, we can issue a refund for charges that occurred within days of a cancellation request.
Upon review of Mr***'s domain names '*** *** * *** ***'' we can confirm that Mr*** transferred his domains to another provider, Google. We have reviewed Mr***'s contact history with us and can confirm that there was no contact made to our web advisor team by Mr*** to cancel the account after the transfer of the domain names to Google was completeWhen a customer transfers their domain name to another provider it is the customers responsibility to contact our web advisor team via online chat or phone to cancel their account to prevent renewal charges from occurring as our system does not track domain transfers away from Domain.com.
However, due to the fact that Mr*** no longer uses nor needs our services we have cancelled the account along with the additional Domain Privacy features and issued a full refund in the amount of $back to Mr***'s credit card charged ending in as of September 9,The refund will appear on Mr***'s account within the next 5-days.
Sincerely,
Domain.com Customer Relations

To Whom it may concern,We respond to this complaint as followsAt this time we have reached out to Mr. *** via ticket (15495787 ) and have addressed his concernsWe ask that Mr. *** continue to reply to the ticket with any questions or concerns he may have regarding this experience and we will be more than happy to address them as well assist with any outstanding issues. Sincerely,Domain.com Customer Relations

To Whom It May Concern,
We respond as follows to this complaint
Mr*** *** contacted us on October 2, and inquired about a charge to his credit in the amount of $Our billing team informed Mr*** that the charge was for the renewal of his two domain names '
*** and ***'Mr*** asked that the charges be refunded as he no longer needs nor uses the domain names however, our billing team informed Mr*** that a refund would not be issued as domain renewals are non - refundable.
Prior to charging Mr***'s credit card, we can confirm renewal notifications were sent on September 2,and September 27,to the admin email on file , ***.com, informing Mr*** that the domain names would auto renew and the credit card on file would be chargedWe have reviewed Mr***'s contact history and can confirm Mr*** never called our web advisors nor did he login to his account to set the domain names in question to a manual renewal to stop the automatic renewalPer our Terms of Service, domains that are set to renew automatically are non refundable as there is no way to reverse a domain renewal
However, as a gesture of goodwill and due to the fact that Mr*** no longer uses nor needs the domain names we have refunded a total amount of $back to Mr***'s credit card ending in *** as of October 7,The refund will reflect on Mr***'s account within 5-days
Sincerely,
Domain.com Customer Relations

To clarify, customers on our Free Domain Services plan are not paying for web hosting servicesThey are paying for new domain registrations and renewals for existing domainsIt does appear customers on our Free Domain Services plan can upgrade to Google Apps for Work, since our Free Domain Services plan includes one free POP MailboxHowever, Google Apps for Work has been designed specifically for customers who are on a paid hosting planWe will look into ways to prevent future issues like this and apologize for the inconvenience caused by this issue

To Whom it May Concern, We respond to this complaint as follows** *** ** *** had a domain name that was set to renew on 1/8/The domain renewal was processed in our system and the customer was billed for the renewalUpon further review, the domain name wholestory.io was not actually
extended for another year through the registration systemA ticket was opened on 1/9/to have have our registrar team correct the issue with the domain renewal and ensure that it was placed back into ** *** ** ***'s accountUpon receiving this Revdex.com compliant and reviewing ** ***'s account and open ticket, we were able to determine that our registration team resolved the issue with the wholestory.io renewal and that it was placed back into his accountWe spoke directly with *** *** a couple of times since the compliant was filed on 1/He has confirmed that that domain name is back in his account and visible from his domain centralWe have also issued a refund for the domain renewal in the amount of $as a courtesy for the inconvenience in this situationWe are currently just waiting on the WHOis information to be updated in the registrar database so we can issue the customer an EPP code to start the transfer of the domain name to another registrar. We would like to sincerely apologize to *** *** for any confusion and inconvenience this matter may have caused him and would like to thank him for allowing us the opportunity to make things right.Sincerely, Domain.com Customer Relations

Complaint: ***I am rejecting this response because: As I have stated from the beginning, Domain.com's unauthorized charge caused my bank account to go into overdraft status So, not only was I charged overdraft fees for that, I was charged for a purchase I had made prior to Domain.com's unauthorized renewal fee that was responsible for putting my account into negative status
The *** charge that Domain.com is obsessed with is very simple Domain.com's unauthorized charge put my account into negative status, therefore, when this order that I placed with *** on May 2nd, to buy flowers for my Mother for Mother's Day, cleared my bank on May 9th, Domain.com's unauthorized charge had already overdrawn my accountDomain.com is responsible for the additional bounce fees
I tried to get Domain.com to fix this immediately If they had heeded my advice and refunded the unauthorized charge, there would not have been any more fees However, they decided to argue with me at every point, even insulting me numerous times They claim they refunded the initial charge as an act of "good will" That’s a joke. First, I should not have been charged to begin with, and then I should not have had to write repeatedly asking for that refund I was told the overdraft would be repaid, and then I was told they do not refund overdraft charges This is obviously a company-wide communication problem I have been fighting these folks since May 5th Any ethical company would rectify their mistakes immediately I, as the victim, should not have to beg for Domain.com to correct their mistake
I have attached the entire Support Ticket (copied and pasted from my account), with all the conversations between myself and the various Reps. I also attached the same bank account screenprint that I sent Domain.com, which clearly shows all the charges incurred because of Domain.com’s unauthorized charge
Sincerely,*** ***

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, *** ***

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 Concern,We respond as follows to this complaintMr*** *** contacted us on October 24, requesting to cancel his domain and receive a refundHe was advised at that time, since he set the domain on automatic renewal, unfortunately the domain had already renewed on October
23, and that we have a non-refundable policy on domain renewalsMr*** was also advised that he had been sent notices via email reminding him of the upcoming renewal on September 23,and October 18, We were contacted by Mr*** on October 25, multiple times, by phone and chat support requesting again for a refund for the domain renewalHe was advised again of our policy and the notices we provided prior to the renewal taking place. Upon receiving this complaint, we attempted to call Mr*** on October 25,leaving a message with his voicemailWe followed the call up with an email apologizing for the frustration he experienced with a detailed explaination of what happened and our policy for domain renewalsAs a one time courtesy we have processed a refund in the amount on $back to Mr***. Thank you,iPage Customer Relations

To whom it may concern, We respond to this complaint as followsMr*** 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*** we have refunded him for the domain registration fee referenced in his complaint. In closing we would like to take the opportunity to apologize to Mr*** for any inconvenience he experienced throughout this processWe would also like to thank Mr*** for his patience while we adressed these concernsWe look forward to the opportunity to assist Mr*** further in the future, and encourage him to contact us should he need any additional assistance. Regards, Domain.com Customer Relations

To Whom It May Concern,We respond as follows to this complaint.We would like to thank Mr*** *** for bringing this matter to our attention and we apologize for any frustration this experience has caused him At this time our engineers have not been able to replicate the issue
however, the team has filed a bug report and are currently testing the domain registration functionality to ensure that no domain's show available to purchase that are already owned by someone else. We can confirm that Mr*** has cancelled his account as Of August 6,and was issued a refund in the amount of $for the services listed belowWe have also issued an additional refund in the amount of $which was charged to Mr*** for the registration of the domain (***)The refund was processed to the credit card charged ending in *** and will appear on his account within the next 5-days. Services Refunded on 8/6/2017:Website Backup Basic - $11.24Positive SSL - $14.99Domain.com Basic Hosting Plan - $17.91Domain Privacy - $6.74Positive SSL - $14.99SiteLock - $14.96Service Refunded on 8/16/17:.com register - year - $Again , we would like to thank Mr*** for taking the time to bring this matter to our attention and have shared his comments with our executive management and engineering teams.Sincerely,Domain.com customer Relations