Domain.com LLC

We apologize for the confusion. It's very possible the domain [redacted].com was available at the time when the customer tried to initially register it. However, by the time we were notified about the issue, a third party had already registered the domain. If the customer has a trademark registration, she might be able to file a formal dispute to obtain ownership of the domain. Please refer to ICANN’s Uniform Domain-Name Dispute-Resolution Policy ("UDRP"), a copy of which is available at https://www.icann.org/resources/pages/help/dndr/udrp-en. The other option is to contact the new owner of the domain and see if they are willing to sell it. If the new owner of the domain hasn't invested resources in the domain yet, they might be willing to part ways with it. Please note none of this information is legal advice, but just a few suggestions if the customer still wants to pursue the registration of [redacted].com.

To Whom It May Concern,
We respond as follows to this complaint.
Mr. [redacted] contacted us on November 23, 2015 though his support console in regards to his website being inaccessible. We responded letting him know that we were dealing with an open issue and that the would be notified the second it was resolved. Per 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 place. On the 19th of january our agents sent communication informing our customer that they were able to apply a fix to the our system. Mr. [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 adjustment. We have been in contact with Mr. [redacted] in regards to what compensation will best fit his needs. As of today, 2/11/2016, our Engineering team is still working on getting Mr. [redacted] site back up and functional. We have relayed this information over to Mr. [redacted] as it may alter the compensation we were prepared to offer. Our 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 F. 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, 2017 and used an MLH coupon she had received from a hackathon. This coupon is valid for a 1 year registration of one .com, .net or .org domain name with 1 year...

of Domain Privacy for free. When Ms. [redacted] registered her new domain name she ended up being charged $23.98. 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 refund. This refund request was approved and issued on April 1, 2017 and she was notified of this refund through an email sent to her admin email address on file. Unfortunately, Ms. [redacted] was initially charged when using the MLH coupon due to choosing PayPal as her payment method. It 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 hold. We strongly encourage you to use a creditcard for billing. To prevent any unwanted renewal fees next year, please setyour domain renewal terms to “Manual” through your Control Panel. If youneed assistance, our Support Team can help complete this process at anytime within the next year.On April 4, 2017 we attempted to call Ms. [redacted] to discuss this with her but unfortunately we reached her voicemail. The 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 her. In 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 needed. We not received any replies from Ms. [redacted] at this time to confirm that she feels this matter is resolved. If 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 her. Thank you,Domain.com Customer Relations

We have reviewed the matter, and have determined that the domains automatically renewed on July 31, 2015 because the domains were enrolled in our Automated Domain Renewal Service (ADRS) service. While all newly registered domains are signed up with ADRS by default, participation is optional and can...

be terminated at any time. The customer was notified about the automatic renewals on July 31, 2015 but he did not contact us about the issue until September 16, 2015. Unfortunately, domain renewals are not refundable because we pay a fee to the registrar to renew the domains and the fee is typically nonrefundable. The domains are now set to manual renewal so they will not automatically renew next year.

The customer created a new account to register another domain with us. The account was signed up on 2/18/2015 and the customer paid $9.99 via [redacted] for a 1 year .co registration. However, 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 time. It was not until July 25, 2015 that we received a contact from the customer, stating that there was an issue with the domain registration. In the meantime, the domain name [redacted].co was registered on May 16, 2015 by a third party. If 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 $9.99 charged to his [redacted] account. As a gesture of goodwill, we will also add a total of $16.99 worth of credit to his account for any new domain registration.

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]

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 problem. However, I don't believe there is any reason to further communicate with them about this.  Sincerely, [redacted]

To Whom it May Concern:We have reached out to Mr. [redacted] and attempted to resolve the issue. We complied with their request and issued a refund for $58.95. In addition to their request, we have set their account to cancel to ensure that future charges will not be a problem. The complainant can feel...

free to reach out to us any time since they have our direct number.Regards,Domain.com Customer Relations

To Whom it may Concern:We address this complaint as follows: [redacted] created her Domain.com account back in July of 2014 for which she registered her two domains with us. We contacted [redacted] multiple times via email to state there was a renewal coming up. Unfortunately, we did not hear back from [redacted]...

until after the domains already renewed.After seeing their complaint, we have tried calling them multiple times. After the many attempts to get in contact with them, we were unsuccessful. The complainant has our direct number and when they are ready to receive their refund, they may reach out to us. We are more than happy to issue a refund but we need to verify their account first.Regards,Domain.com Customer Relations

To Whom it May Concern:We have reached out to the complainant and attempted to address the issue. After calling [redacted], he stated that we have resolved the issue and no further action is deemed necessary. Customer can contact us anytime for assistance.Regards,Alexander C.iPage 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 complaint. iPage nor Domain.com performs outbound sales calls unless requested by the customer. After reviewing the complaints domain name, it would be appear that they do not...

have Domain Privacy enabled so their information is Public. We informed [redacted] that it may have been a phishing/scam attempt but it was not our company. If Mr. [redacted] has any additional questions, that may feel free to reach out to us at anytime.Regards,iPage Customer Relations

Revdex.com:
This issue has been resolved. I was contacted by the company this morning and the person that called was very professional and polite and completely addressed my concerns. 
 Sincerely, [redacted]

To whom it may concern,
On 1/6/16 we received a complaint from [redacted] regarding her Domain renewal. Mrs. [redacted] reached out to regarding the fact that a domain she had explicitly to be cancelled renewed and charged her account. This occurred on 1/6/2014. Since this occurrence customer...

has been receiving correspondence regarding an amount still owed by her. When customer originally decided to delete account and dispute domain charge, our support team could not verify her into the questioned account. Per 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 1/6/16 we have made numerous attempts to contact the customer to get more information on her account so we can work towards a resolution. On 1/8/16 We sent out this message:
Joseph F[redacted]@endurance.com>
Jan 8 (4 days ago)
Hello,
My name is Joseph, I am the customer relations agent who will be taking over your case. I would love to get the ball rolling on the best possible solution for you, but I just need a little more information. Can 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 account. Please 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 inactive. The 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 process. Customers 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

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]

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 team. We 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, 2017 you registered the domain name "[redacted]sbooknook.com" for 2 years. In response to the mention of our 30 day money back guarantee, this applies to our hosting services.  As per our Terms of Service, domain names are non-refundable. If 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 experienced. Upon further review, I see that your domain name "[redacted]sbooknook.com" does not have Domain Privacy Protection. When a domain name is registered with any registrar, the contact information provided is placed in a public database. This is an ICANN(short for “Internet Corporation for Assigned Names and Numbers”) policy. To 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 names. We 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 account. The 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 product. However, if you do not wish to continue using this domain name, you can set it to expire once the 2 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 2 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 10/19/2017 I was refunded in the amount of $14.98 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]

To Whom It May Concern,
We respond as follows to this complaint.
Mr. [redacted] contacted us originally on November 21st, 2016 to establish a Domain.com account.  Mr. [redacted] set up a hosting account on our Windows platform.  This was one of two accounts created for this...

customer.  Mr. [redacted] was attempting to connect both accounts together to utilize the hosting service on the newer account.
Mr. [redacted] contacted us on the the 28th of November to consolidate their two separate accounts and our Web Advisor Team assist them in this process.  We were contacted again on the 30th when Mr. [redacted] reached out to our team to find out if they would be able to remotely connect to the ms SQL server.  We informed him that this is not possible with our shared windows service.
On December 5th, 2016, we were contacted by Mr. [redacted] who was having issues viewing his website which was previously active.  Our support team assisted multiple times and worked with our Technical Specialists to resolve the issues that Mr. [redacted] was experiencing.  Unfortunately, the problem appeared to persist throughout these multiple contacts.
Mr. [redacted] contacted us again the following day to see if they could acquire credit for the downtime that they were experiencing.  At this time, our Web Advisor Team provided them with around 3 months of hosting credit.
Since Mr. [redacted] was not satisfied, we have decided to honor his request.  As a courtesy, we have provided Mr. [redacted] with a full year of hosting credit.  This credit can be applied to his future renewal or any new purchases he chooses to make with his Domain.com account.
We have also reached out to Mr. [redacted] for feedback and to see if we can assist him further with the persisting problem.
Thank you,Domain.com Customer Relations

Complaint: [redacted]I am rejecting this response because: My issue has nothing to do with web hosting service. It is specifically related to the following:1. Google app for works they are reselling which has defects in the offering.2. Technical support competency: They took more than 1 week to fix it before product could be used3. Daily False commitment by domain.com support: Everyday they used to promise that issues will be fixed in 2-4 hours. And it took almost 8-9 days to fix.Based on their product delivery and commitment I have to commit to my clients. It has affected my credibility and SLAs. Client has refused to pay me because my vendor domain.com has a problem. I have to accept my client's decision. How 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,We respond as follows to this complaint:On October 13, 2017, Ms. [redacted] contacted the Revdex.com to inquire about her experience requesting a refund for her domain name registration. After reviewing the account we found that on October 11, 2017 Ms. [redacted] was...

charged $14.98 to register her domain name "[redacted]sbooknook.com". We explained to Ms. [redacted] that as per our Terms of Service, All fees are non-refundable, in whole or in part, even if the domain registration is suspended, cancelled or transferred prior to the end of the then-current registration term.Additionally, we have assured Ms. [redacted] that we do not sell our customers information, and as per ICANN's (short for “Internet Corporation for Assigned Names and Numbers”) policies, the contact information provided when registering is placed in a public database, as per ICANN's Policy. We provided information about available services to help with this.  Going forward, we will not be issuing the requested refund.We have provided Ms. [redacted] with an open line of communication. Should she have any questions or concerns, we have asked that she respond to the ticket [redacted].Thank you again for bringing this matter to our attention. Regards,Domain.com Customer Relations

To Whom It May Concern,We respond as follows to this complaint:Ms. [redacted] requested that her account and domain name be terminated. We explained to Ms. [redacted] that Per our Terms of Service and Registration Agreement, it is our policy that domain name registrations and renewals are non-refundable. The reason for this policy is due to the fact once a domain name is registered or renewed we are unable to "return" that registration term from the registry. Additionally, we explained to Ms. [redacted] why keeping her free account open would be beneficial to her as it will allow access to the domain name "[redacted]sbooknook.com". We can confirm that the domain name "[redacted]sbooknook.com" has been set to manually renew and we have confirmed this with Ms. [redacted] as well.Thank you again for bringing this matter to our attention.Regards,Domain.com Customer Relations

To Whom It May Concern,
We respond as follows to this complaint.
Mr. [redacted] contacted us on August 1st, 2016 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 Mr. Hughes’ 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