Domain.com LLC

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

To whom it may concern:To address this issue, we were in contact with *** via emailOn May 2, 2016, *** reached out to one of our support members asking to not charge her card until a later dateFortunately, the agent responded with step by step instructions that she needed to follow to ensure
her account will not charge*** then responded with a 'thank you'.On May 5, 2016, *** got back in touch with us very upset that she charged and stating that she did not have enough funds in her accountShe then threatened to go to the Revdex.com and file a complaintOn May 5, 2016, we responded stating that we will refund the overdraft fee as a courtesy for the inconvenience.We had issued the refund for $for the hosting plan that renewedMs*** was then upset that we did not refund the overdraft feeThe ticket was then escalated to a higher billing team for review and we offered a refund of another $for the overdraft feeThe complainant was not satisfied with this answer and demanded over $for an overdraft fee. *** provided us with screenshots from her online baking institution and Per the statements, she was charged an Overdraft fee of $as well as a Bounce Items Charge for $on May 6th due to the charge from Domain.com on May 5thDomain.com is not responsible for the second overdraft fee or bounce item charges on May 9th that were caused by your purchase from ***Domain.com does not typically provide refunds or credits of overdraft feesHowever, as a gesture of goodwill an additional refund of $has been issued to her Paypal accountThis is of course on top of the $we refunded you for the original purchase.If the customer has any additional concerns, she can feel free to contact us or our phone support.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 me.
Thanks very much for the service you provide
Sincerely,
*** ***

To whom it may concern, We respond to this complaint as followsWe would like to take this opportunity to reiterate some information to Mr***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.*** lost all access to his previous hosting account as the account was deleted after the cancellationOnce again we will contact Mr*** 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*** 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*** to reference for our contact is Ticket ID ***.In conclusion we would again like to apologize to Mr*** for any frustrations or delays in resolution, and we look forward to being able to assist him further.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, *** ***

Complaint: ***I am rejecting this response because:I sent the requested information (California Driver's License, California DMV Change of Address and Veteran's Affairs ID) and Transaction History covering 12/18/thru 01/17/I was not aware of these additional charges and pleased to hear the DOMAIN.COM caught themI do not know who EIG*DOMAIN.COM is, nor have I sought their services, nor that of DOMAIN.COM. Email with the required information was sent 01/16/at 18:PST to [email protected] (See attachment DOMANIN fot COM DISPUTE *** J *** I did not make, nor authorize any of these transactions. Sincerely,*** ***

To Whom it May Concern,We respond to this complaint as followsIn reviewing MsChristina C*** 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

To Whom It May Concern,We respond as follows to this complaint:On February 20, 2018, Mr. [redacted] contacted the Revdex.com to inquire about his experience with renewing the domain name "trackerzapper.io". We have worked with our domains team to provide a resolution for this, and have...

explained to Mr. [redacted] the current renewal process involving .io domain names as well as stated that we will honor Mr. [redacted]'s request to have the fee waived. In addition, because we feel this was not explained correctly to Mr. [redacted] we will be compensating the fee for the renewal for this domain name.Thank you for bringing this to our attention,Domain.com Customer Relations

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 60 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, 2017-10-17 ⇄ /> Sincerely,
[redacted]

To whom it may concern, We respond to this complaint as follows. Mr. [redacted] contacted in regards to his hosting account so that he may be able to transfer his domain names. Currently Mr. [redacted]'s hosting account with us has been canceled, as per his request. As a result of the cancelation,...

Mr. [redacted] lost access to his former hosting account where he would have been able to go through the domain transfer. We have reached out to Mr. [redacted] via a ticket so that we may be able to assist with creating a new domain hosting account so that he may be able to transfer his domains. In this ticket we will be requesting a form of validation before we are able to proceed with the domain account creation for Mr. [redacted]. We will be requesting an answer to either his security question, or for him to provide the last four of his credit card number, whichever is more convenient for Mr. [redacted].In closing we would like to apologize to Mr. [redacted] for any confusion or frustration caused by this process. We would also like to thank him for his patience and co-operation throughout this process, and we eagerly look forward to assisting him with his domain transfers. Regards, Domain.com Customer Relations

To Whom it May Concern,We respond to this complaint as follows. In reviewing Mr. Terry H[redacted]’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 expiration. To further explain, per...

our terms of service, every account is automatically set to auto renew to help avoid disconnection or loss of domain registration. Our customers are able to update this setting inside of their Domain Central. Their billing central also has a section to show upcoming payments. They can view upcoming payments for the next current year, next year, or all upcoming payments that are scheduled on the account. The upcoming payments section provides the customer with the product/service name, date and amount that will be charged. Email notifications were sent to [redacted], the email address on file, on February 3rd, 2018 and February 28th, 2018, informing Mr. H[redacted] of the upcoming domain automatic renewal. An 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-refundable. Due to the unique nature of domain name registration, there is no way to cancel ownership once registered, therefore are non-refundable. Our terms of service, domain registration agreement, section 4-a states:“Payment of fees as a condition to domain registration. As 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 registration. All 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 term. It 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 account. We refunded the domain name [redacted]website, totaling $24.99 that will be sent back to the payment method originally charged. It may take 3 to 5 business day for this amount to reflect to the account depending on the financial institution. Regards,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 me.
Sincerely,
Terry H[redacted]

To Whom it May Concern,We respond to this complaint as follows. Ms. [redacted] contacted us on November 3rd, 2017, in regards to a charge in the amount of $21.98 to her PayPal on file for the renewal of the services listed below. Upon looking further into the account it appears that Ms....

[redacted] was sent renewal notifications regarding these services prior to the prior to the billing process going through. Notifications for the renewals were sent out on the following days 10/4, 10/8, 10/29, and 11/2 of this year informing Ms. [redacted] of the upcoming renewals. In addition, we can confirm that the Domain Privacy features' have been canceled and the domain names listed below have all been unlocked and the authorization codes have been sent to the admin email address currently listed for the domains per the customers' request.Billing Summary:Domain Privacy: $10.99*2 = $21.98 Domain List:crescentcitystrngth.comnolakidfit.comnolakidstrength.comnolafitkids.comcres...⇄ closing, our Domains Escalations Team has gone ahead and sent the authorization codes to Ms. [redacted] via the email address on file as per her request. Also, we would be happy to refund the total amount of $21.98 back to the PayPal on file but we are unable to do so at this time since there is an active dispute with PayPal which prevents us from processing any and all future orders as long as it is active. In order to process the refund, we will need Ms. [redacted] to contact PayPal directly and have the dispute removed. Once the PayPal dispute has been canceled we will be able to process the refund. We would like to sincerely apologize to Ms. [redacted] for any confusion and inconvenience this matter may have caused her an thank her for allowing us the opportunity to make things right. Sincerely,Domain.com Customer Relations

Complaint: [redacted]I am rejecting this response because: Saying you sent an EMail and actually talking to me are two different things. I received many Emails from them over the course of the year trying to sell me additional services etc. I did not read this EMail they sent or know of its content. I was never informed or was it made known to me that this service was on an automatic renewal system. I do not control how they purchase the goods and services they sold to me. That is their problem! It a cost of doing business.Last time I checked I was the customer not a bound slave! This practice is fraudulent!Sincerely,[redacted]

To whom it may concern,We respond as follows to this complaint. Mr [redacted] reached out to us on July 4th, in regards to his site being down. Domain.com's tech team looked into this issue and Mr [redacted]'s site was down due to a migration done on the shared windows server his site was on. We...

did reach out to him again on July 4th, 2017 letting him know his site had been fixed and the site was live once again. Domain.com periodically does updates to our servers, as technology evolves, to ensure our customers safety as well as performance of sites hosted with us. Mr [redacted] contacted us again on July 10th, 2017 in regards to his outgoing emails being stuck in his outbox and not sending out to his customers. At this time he demanded that we let him know how long the emails had been stuck in his outbox and that we fix his issue. We advised Mr [redacted] that his email issue was caused by a third party client he was using and that our servers were experiencing no issues, he contacted us again in regards to this issue on July 15th, 2017 and we advised him yet again that it would have been caused by his third party client, however we asked him to provide our team with a screenshot so we can work with him to resolve the issue and get his emails sending out again. However, Mr [redacted] never responded to our support team with the requested screenshots to additionally support his issue. We have yet to hear back from Mr [redacted] in regards to his email issue, however we will be happy to assist him if he does reach back out. Sincerely, Domain.com Customer Relations

To whom it may concern:[redacted] asked for instructions to cancel. We provided these instructions on the same day however, she didn't follow the instructions and never submitted the cancel request. She needed to click a red button on the bottom of the screen to save the changes made. She also didn't cancel with an agent.She was charged, she alerted us and we reversed the charge immediately. As a courtesy, we refunded her the overdraft fee which is outside our policy. We will not pay for overdraft fees for other companies she chose to do business with after she was first alerted to an overdraft fee.Regards,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 me.
Sincerely,
[redacted]

To Whom It May Concern,
We respond as follows to this complaint.
Mr. [redacted] contacted us on December 2nd, 2015 to commission Doman.com for a web design project. Mr. [redacted] was sold a design package by one of our sales agent’s Chad L. Mr. [redacted] was led to believe that this package...

would sufficiently cover his needs. The package that was sold was for $249 per month. After the transaction was processed Mr. [redacted] was transferred to a design lead Named Alice. At this point Alice informed the customer that the package he in fact purchased was not satisfactory and he would need to upgrade. Alice also stepped outside of her design role and made negative comments regarding the sales team. The mentioned upgrade, which Mr. [redacted] purchased, was for $400. At this point the design project had been initiated. During the project, our team informed Mr. [redacted] that the package he was currently working with does not include drop down functionality and that he would have to upgrade yet again. Mr. [redacted] then decided to reach out to the original sales agent to voice his concerns. Chad L. was able to apologize for the mistake, but stated that there was nothing he could do to rectify the situation. After this the sales agent went dark, not responding to Mr. [redacted]’s emails or phonecalls. At this point the costs to Mr. [redacted] exceeded $600 still with no resolution or product. On december 13th Mr. [redacted] submitted his complaint to the Revdex.com for investigation. On the 14th our management team convened via email to decide what they could do to resolve the issue. After speaking to Mr. [redacted] they were able to work out a resolution in which they refunded what was paid and that they would move forward with the design he originally commissioned. As of the 21st of december, appropriate action has been taken in regards to the agents involved and Mr. [redacted] has been refunded and provided the originally commissioned design.

We have processed full refunds for the following products on 08/14/2015:Domain Privacy - $10.99 Domain Renewal - $29.99Additionally, we have taken ownership of the domain [redacted] and canceled the account.

This customer signed up for a Free Domain Services on 5/14/2014 and has registered some domains with us. On 7/23/2015, the customer upgraded one of his included mailboxes to Google Apps for Work. This 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 account. The customer contacted us for assistance on 7/26/2015 and our support technician added a TXT record to his domain record which should've resolved the reported issue. All of the tickets on the account are closed now so we believe the technical issues have been resolved. We've reached out to the customer to verify the issues are resolved but have not heard back.