Domain.com LLC

Complaint: [redacted]I am rejecting this response because:  
I did everything required, repeatedly.  I clicked on the red button, repeatedly.  I have provided proof of the fact that no matter how many times I went out and did as the instructions given were completed completely, the account defaulted back to the "auto-renew" option.
It was Domain.com’s Rep that gave the instructions how to not renew.  They could have simply done it themselves, but instead told me how.  Domain.com is again, flat-out lying so they don’t have to repay the money they owe due to their unauthorized charge which put my account into overdraw status.  Yes, I did spend my own money with another company, AFTER I went out to my account and followed the instructions to NOT renew my account.  How was I supposed to know they would charge my account after I communicated to the Rep that I did NOT want to renew.  If their customer service was any good, they would have set my account to not renew right then and there.  This is their mistake and I will not be satisfied until ALL the money they cost me, is refund. 
The fix is in.  I changed my account, but it defaulted back to auto-renew, they charged me and the say it is “policy” not to refund…is that even legal?  I provided proof that, look at it.
My PayPal card was charged on 5/4/2016, they refunded the initial charge of $45 on 5/7/2016.  If they had refunded it as soon as I notified them, instead of arguing with me, the overdraft charges could have been avoided altogether.  It is all documented, read it yourselves.The ONLY response I will accept is a total refund of the money that Domain.com owes me.Sincerely,[redacted]

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. As of today 1/21/2016 we have been unable to confirm if the customer has been assisted as the phone number on his account is invalid. The account we were able to locate with the information the customer has provided does not contain a domain. The 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 found. We have sent communication requesting more information to assist Mr. [redacted] with any other requests. Our 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

The hosting plan associated with this account autorenewed on 8/6/2015 in accordance with our Terms of Service. The customer initiated a dispute with [redacted] on the transaction and the funds were returned back to the customer. We are updating our records to reflect the reversal and will downgrade...

the account to a free Domain Holding Account.

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 customer. We consider customers our biggest resource and therefore our top priority. Looking 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 purchase. We apologize greatly for this and are working hard to make sure this does not happen again. It also looks like we had some trouble in trying to refund you the disputed amount due a charge back placed on your Paypal account. As 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 actions. They are designed to protect all parties involved, but in special circumstances, your included, they may do more harm then good. We apologize greatly for this and would like to thank you for your cooperation. We were able to refund you the disputed amount of 29.19 to your pay pal account. Please 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

Customer attempted to register 17 domains on 4/20/15 but only 10 domains were registered.  There are no records of the missing 7 domains and our engineering team will be looking into why this happened. We manually  registered 5 domains that were not registered during the initial purchase....

However 2 of the domains that were missing were already registered to other parties. We have refunded the transactions for the 2 domains that we registered to other parties and sent the customer an email stating we can offer privacy for her 15 domains, a value of $8.99 per domain, which is equivalent to $134.85. We apologize for the inconvenience caused by this issue and hope that our offer our free domain privacy will resolve this complaint.

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 me. The 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]

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] 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 reasons. First, 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 purchased. Specifically since the email indicated that [redacted] could “expect to have complete ownership of your new domain name within 24 to 48 hours,” [redacted] had no reason to believe the purchase was not completed. Secondly, the email received by [redacted] on 07/20/2015 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 process. You can expect to have complete ownership of your new domain name within 24 to 48 hours. You can check the status of your domain purchase at any time by visiting DomainCentral: http://www.domain.com/controlpanel/domaincentral/3.0/index.bml ...⇄ 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 ...⇄ 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 2 At no point prior to [redacted] contacting Domain.com on September 3, 2015 (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, 2015. 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 detriment. Accordingly, 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 name. The total requested refunded expenses as a result of Domain’s actions total $2500. Thank you in advance for your attention and response. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: The business provided incorrect information. Their response claims that they were not able to register the domain because someone else had already registered it. As the attachment shows, I purchased domains, including [redacted].com on April 20, 2015. The domain [redacted].com was registered by someone else on May 21, 1015. That domain was available when I purchased it and only due to Domain.com's negligence in registering the domain was the domain no longer available.  Sincerely,[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[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, [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, [redacted]

To Whom it [redacted] Concern,We respond to this complaint as follows. Ms . [redacted]'s domain was placed on "Client Hold" due to ICANN's new transfer policy.  When ICANN sends the registrant a verification email, they require that the registrant verify their domain within 15 days otherwise they will...

place the domain on hold which results in the domain being temporarily down. Due to ICANN's new policy update(called: Transfer Policy) in an effort to maintain valid records and avert fraudulent activity, ICANN requires that the registrant verifies the information (new and old) before it can be updated at the registry. In order to do this the registrant must approve 2 emails.  If the registrant updates  the email address both addresses must approve any changes. If the email address did not change, the registrant will receive both emails to the same address to approve. Both parties (new and old email addresses) must approve the changes before we (Domain.com)  can submit the new record to the registry. If the registrant does not have access to the previous email address to approve the changes we must be able to provide ICANN verification of the customers ownership in order to act as the designated agent and make any forced updates to the new email address with the registry.You can find this information regarding ICANN's new policy updates in the links below.Domain Registration Agreementhttps://www.domain.com/legal/legal_domain.bmlSection 10. Change of Registrant Of DomainsTransfer Policy Implementation Update https://www.icann.org/news/announcement-2-2015-09-24-enWe can confirm that our ownership team was able to verify Ms. [redacted] as the owner of the domain and assisted Ms. [redacted] in updating the domain's contact information on April 25,2017. The domain was then taken off client hold and the website was back up and running. We apologize for any frustration and inconvenience Ms. [redacted] experienced regarding this matter and hope that Ms. [redacted] does understand that we must abide by ICANN"s policies and regulations.Sincerely,Domain.com Customer Relations