eNom, Incorporated

Review: Enom represents a web site called [redacted] who runs wordpress. I am a victim of identity theft and [redacted] continues to display my information that has effected not only myself, but the rest of my family. They need to remove the information ASAP. I have contacted them NUMEROUS times ([redacted] and enom) and they both fail to respond I have filled out enoms abuse form and they also fail to respond.Desired Settlement: enom REPRESENTS THIS COMPANY AND ATTEMPTS TO state they are not responsible for assisting anyone with issues because they don't run the site. [redacted] NEEDS TO REMOVE MY INFO FROM [redacted] THAT WAS FRAUDULENTLY USED TO REPRESENT ME Guess what. Not acceptable. In a whois SEARCH THEY ARE THE MAIN CONTACT info because [redacted] ATTEMPTS TO REMAIN ANONYMOUS BECAUSE OF THE NEFARIOUS ACTIVITIES THEY CARRY OUT.

Consumer

Response:

I need to change the content of my complaint. I listed the inccorect web site enom hosts. The following is my edited complaint:

Review: My name & info has been used to open [redacted] without any of my authorization. I did NOT author this site! A package came in the mail sent from a [redacted] from CA yet a return address of [redacted] that boasted he created this to set me up & will blame me for the content.

Proof it's not mine!

1. The A Records for this site are listed here: [redacted] As you're aware an A Record is created by the hostmaster. Yet u will NOTICE 14 of these sites are registered to [redacted] ex. [redacted] name & info has been used to open [redacted] without any of my authorization. I did NOT author this site! A package came in the mail sent from a [redacted] from CA yet a return address of [redacted] that boasted he created this to set me up & will blame me for the content.

Proof it's not mine!

1. The A Records for this site are listed here: [redacted] As you're aware an A Record is created by the hostmaster. Yet u will NOTICE 14 of these sites are registered to [redacted] ex. [redacted] etc... Others that in archives he's the main author such as [redacted] while others according to slander & stalking WIPO cases PROVE[redacted] of [redacted] also owns [redacted] (.com), [redacted] (.com)... etc which are ALSO UNDER THIS SAME A RECORD! Not to mention this backs up to Name-Services via Colo & that too he has a very close association as he opened LIKE domains 4 years ago near my ip yet only a letter off that he also used the SAME & used to extort me with! He's slanders me using many of UR sites including helped him has sass me ex. Name-Services & yet he can do as he wishes! I've reported him to you with no help no reply. He stated he's the owner to [redacted] AKA the [redacted] or big in this organization & stated you also are. He said he'd harm me if I talked & is part of the mafia. He's NOT right in his head & is the type to author such content much less set others up. Please review the WIPO cases under [redacted] & [redacted] as he faked registrations & DID THIS WITH [redacted] & I'm kindly asking u to promptly remove it & NOT ALLOW THIS delusional dangerous man back to repeat his net violations further.Desired Settlement: Remove [redacted] & investigate to the TRUE SOURCE IS! [redacted] of [redacted] & [redacted] is also confirmed as his.

Do NOT ALLOW this man to continue to stalk, harass, lie, make up FAKE WEBSITES, etc... leave me alone!

Business

Response:

Initial Business Response /* (1000, 5, 2014/11/10) */

Hello,

Thank you very much for your notification. After researching the domain, we have found that eNom, Inc. only provides domain name registration for this customer. We are not the webhost, internet service provider, or administrator for [redacted] Given that we are not the webhost for the domain, the material identified in your notification does not reside on eNom's computer servers. Accordingly, we do not have the technical ability to remove or disable specific items of objectionable content.

Again, due to the limited technical sphere in which eNom operates, we do not believe that we are the correct party to contact regarding this matter. In this instance, we suggest that you contact the party operating the website or the party hosting the website to have this matter properly resolved. A "ping" of the website you indicated often reveals the IP number of the party which probably hosts this website. You may then use http://arin.net or another similar tool to identify this party.

If you go to our whois lookup screen at http://www.enom.com/whois and enter the domain name, it will return with the registered owner information. Contact them directly for any questions you may have about this domain.

Regards,

Legal Department

eNom / Bulk Register

www.enom.com

email [redacted]@eNom.com

legal fax X-XXX-XXX-XXXX

Initial Consumer Rebuttal /* (3000, 9, 2014/11/10) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I don't not accept this! That's my point! You being the register needs to address the issue that J [redacted] is using your services & has been for yours to harm, harass, extort, stalk, victimize many... among many other crimes! Several WIPO cases prove [redacted] uses aliases on registrations to harm others. He's used the names of [redacted], even under[redacted] actual name proves he does these crimes against other net uses! I'm not asking you to remove the content! I am asking you to register the domain to whom it belongs! [redacted] You have fill access to this knowledge as you would have his billing info. And let's say he's using an aliase for that too. The [redacted] proves it's his. Among 3 other ways! I'm asking you to protect the consumer! That's it!

I can not contact the host! Not hostmast! As that's HIM! He's been on the net doing this since the early 1990's! He knows what's he's doing! Plus he owns his own serves! I assure you my complains fall on deaf ears!

It's not my fault the system doesn't cross check who's registering a domain! Therefore I shouldn't have to be responsible proving it's not mine! That's your job! He's a confirmed criminal! Not me. Just bc it's totally legal to register any domain to any name to any land & spoof IPs. Doesn't mean you can brush off such hostmaster a that extort, slander, harrass, stalk & other to us innocent. This means you can very well bump up the records, the billing, info, servers, accounts... & verify it's [redacted] of [redacted] etc...

He escapes the internal revenues reservice I.R.S. Due to this! As many others do. Not right nor just! Don't support this criminal further! Thank you

Final Consumer Response /* (4200, 13, 2014/11/18) */

(The consumer indicated he/she DID NOT accept the response from the business.)

Your response is highly suspect as you would KNOW who the real register is & you do.

[redacted] stated your company and he are very close & why he uses mainly you to register his domains as you're in crime together. He stated this, not I. Your response does make me wonder. Yet can't say anything [redacted] does or says is actually valid. This mans ex friend & consumer advocate states he owns phone tapping equipment... So yeah... no exactly a stellar person to TRUST. However again, you aren't doing your jobs. Period. You are protecting a criminal & basically allowing this crook to use my personal information as his without recourse. This in itself seems criminal!

In any event he's changed the registration out if my name proving it's not mine. Law enforcement I reported this matter to plus for identity theft.

As a note the ip [redacted] uses for this site that he claims I contacted him with goes to a very specific man who confirms I have no association & [redacted] prob hacked &/or spoofed. Yet stated it's off bc he was hacked. Again [redacted] is very dangerous & u supporting such criminals shouldn't be allowed. UR well aware who's paying u for registrations & I shouldn't have to get a court order to get each & every site corrected! I'm innocent plus no one has the time money nor energy to track down all these criminals that can hide behind a poorly run registration system in which us totaly legal to open any doman to any person to any address and it land made up or otherwise! Plus spoof. Whatever & u help by hiring these criminals & yet we wonder why child [redacted] & illegal gambling & the like are so ramped on the net?! Well that's bc u enable this & u know it! There is no check & balance plus these criminals aren't accountable therefor not paying the IRS like the rest of us! Again this needs changed your poor system is lacking any common sense as u too must not be honorable. Period.

Final Business Response /* (4000, 16, 2014/11/25) */

Hello,

If you go to the website you will see that the registrant has failed to validate the whois information and the website has been suspended until the information is validated.

Regards,

Legal Department

eNom / Bulk Register

www.enom.com

email [redacted]@eNom.com

legal fax X-XXX-XXX-XXXX

Review: I have an account [redacted] which was hacked.

I reported the issue to eNom and they toldme to email account help. I received a reply requested certain documents which I provided, then I heard nothing back from them. Every time I call, I'm told to email... they have not replied to any inquires regarding this issuesDesired Settlement: I require the account [redacted] be UNLOCKED and eNom to release full control over all domain name, SSL certs and all products listed in the account.

Business

Response:

Initial Business Response /* (1000, 6, 2013/11/04) */

Our records indicate that we released full control of the account back to [redacted] on 10/30/2013. We had received the information required to verify the account that morning. We then reviewed and released the account back to him by the afternoon that same day. He acknowledged receipt of this through the support ticket he had opened with us.

Review: I use there web hosting and have 8 domain with them they charged me money for reseller page account since I have bin using the services all ways I have problem with them now I would like to go with some one us there reseller web sit down many time and some time visible to me butt not to other people there business is scam they use big company name on parking page they are not trusted people so I have ask them your services not good so refund my money the $379 I have in account and refund the amount you have charged me for reseller page witch is $365 I have talk to them many time on the phone they don't corporate I have send them email they reply back we not going to refund the money. please remove this company from Revdex.com they are doing scam and crime online. please do so ThanksDesired Settlement: I need my reseller page money witch I paid and the cash I have in my account and please remove this company from Revdex.com they are doing scam and crime online. Thanks

Business

Response:

Business' Initial Response /* (1000, 5, 2013/06/04) */

Hello [redacted],

Thank you for contacting us regarding this matter. We will be happy to work with you and refund any services that you may be unsatisfied with.

We have tried contacting you by phone using the number listed on your account with us. We were unable to get a hold of you, and the details provided here are a little unclear as to what you are requesting a refund for. We will need some more information in order to proceed. However, for your security, we request that you submit a support ticket from within your account regarding this request.

Please be sure to provide "Revdex.com CASE#: XXXXXXXX" in the subject of the support ticket so we can have this escalated to the appropriate teams for processing.

Once we have received your request, we will be happy to cancel and refund any service you are not satisfied with.

We look forward to hearing from you so that we can resolve this matter.

Sincerely,

Technical Support

__________________________________

My Support Hours: 6:30am - 3:30pm Monday thru Friday (Pacific Time)

Out of the office Saturday and Sunday

Consumer's Final Response /* (4200, 17, 2013/06/27) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I have submit ticket third time and have mention correct amount to be refunded the amount you have process that is not correct amount please look in you ticket system to find the correct amount and information and I have left you a message couple time your phone goes to answering every time I call so you can cal me if you don't understand feel free to call me at number at from my contact information.

Business' Final Response /* (-10, 21, 2013/07/12) */

We will be sending a check for $14.00 next week (7/15) to your sub-account contact address.

To finalize the resolution to this complaint: we have refunded the order for unused services, and both account balances. The total amount refunded to the credit card is $379.24. This is for the unused Instant Reseller purchase - $100 and the account balance - $279.24. Your sub-account balance of $14.00 will be refunded through a check. I have updated the customer's ticket, ending in XXXXXX, one more time to close this out.

Review: I have had purchased a domain name re-registration repeatedly for the last several years. As the registrant, I controlled my domain, [redacted].com, through a re-seller, whose website resided at [redacted].com, which is no longer accessible. I need control of my domain to point in the correct direction, as it terminates to a "page cannot be found" message." Because the [redacted].com website is no longer accessible, I have been emailing the re-seller and have contacted the registrar,enom, without result. My repeated attempts have either been ignored or rebutted. There is no reason that I, as the legitimate and rightful registrant of the domain name should not have control.

Desired Settlement: I need access and control of my domain name[redacted].com. I want to demonstrate to the registrar that I am, in fact, the same person who registered the domain, who has the authority to control the domain. They have rebutted my attempts, claiming possible fraud. My personal information, with the exception of the phone number, are the same as that of the registrant information in the whois listing.

Business

Response:

Initial Business Response /* (1000, 5, 2015/01/23) */

As part of the verification process, we will be needing the verify the contact information used to register the domain name, as well as a government Issued Photo ID that matches the Registrant as part of our security requirement. We will be reaching out the complainant to verify the Registrant of the domain name, and assist with the unlocking and transfer of the domain name.

Initial Consumer Rebuttal /* (2000, 7, 2015/02/02) */

(The consumer indicated he/she ACCEPTED the response from the business.)

The issue has since been resolved. The company was very responsive once Revdex.com became involved.

Review: I was a customer of [redacted] for 3 years where they hosted my domain name www.[redacted].com. I paid them each and every month for their services. They closed their business as of Feb. 1 2015 and they transferred my domain name to enom. But I received a reply from [redacted] telling me that my domain name would be automatically registered before it expired on Jan. 28, 2015. They told me that since it was transferred to enom I would have to renew the domain name with them so I contacted them on Jan. 27, 2015 asking them about getting them to host my domain name. But when I was told that their registration fee for registering my name with them was $40 dollars I told them I would not have them host my domain name. So I asked them about transferring my domain name registration to another company and I have not received any solution to my problem. I have been on hold for a total of 4 hours trying to deal with this issue but each and every person tells me that it is not their dept that can help me so they transfer me to another phone line and I am left holding again for 45+ minutes until I get tired and I hang up the phone because I do not know when they will answer my call and I have other things to do (like go to work). So I have also sent numerous tickets ([redacted]) explaining my problem to many different people like ( [redacted].) but nobody seems able to help! They are all very friendly but as I talk to them I get aggrivated because they all seem incapable of solving my problems and they just want to keep me on the phone instead of finding a solution to this situation. Now I have added to my existing ticket [redacted] but nobody has replied to my requests for the past 3 days! This is crazy because my website is down and they will not allow me to transfer the name to another company with better service! Can you help me in this situation?Desired Settlement: I want my domain name transferred to another company so I do not have to deal with this company anymore! That's all! Oh and it can be assumed that I will not pay them any money for this aggravation that I have had to endure!

Business

Response:

The tickets referenced shows that we were not able to verify the complainants ownership of the domains and account referenced. Therefore additional information was requested to complete this verification. This validation was completed on 02/05/15, and reply was sent back to the complainant providing a resolution to the request. Full access to the account and domain names have been made available to the complainant of our latest response. This will allow the owner of the domain name to fully transfer or manage the domain name.

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)Enom has not allowed me to transfer the domain name of my business to another company. I have talked to many people at enom and I keep getting the run around about this problem. All the support people do is hang up the phone line when talk to them about my problem and I am tired of them telling me lies which do not solve my problem! When I call them (I have called them more than 15 times over the past 3 weeks) to complain about their lack of service and the fact that every time that I call next person tells me that they cannot help but another dept can help so they transfer me to another dept yet now they tell me that they have done what they can and I need to contact another company to finalize the transfer. But when I talk to the other company [redacted] they tell me that they cannot finish the transfer because enom has not allowed the transfer to take place so I am in the same situation which is (I CANNOT OPERATE MY BUSINESS WITH MY WEBSITE !!!!!!!!) The company ENOM does not care about helping people with their domain name registration after the person wants to change the registrar from ENOM! I DO NOT WANT MY DOMAIN NAME REGISTERED THROUGH ENOM!!!!!!!!!!! I will not work with this company due to their lack of interest in solving my problem!!!!!!!

Business

Response:

A review of the of the complaint shows that the domain has already been transferred to [redacted], and that all steps were already taken to facilitate the transfer of the domain name per the domain registrant's request. From a review of the issue, we show that the complainant was provided with proper instructions to transfer the domain name as requested, and facilitated the transfer per the Domain Transfer process to [redacted]. The domain name currently resides with [redacted], which appears to be the provider the complainant wishes to transfer the domain name to.

Consumer

Response:

Review: [redacted]I am rejecting this response because: I asked that the name be transferred to another registrar not to somebody that is a re-seller for Enom and who will send money to enom by registering my domain name downstream from Enom.Enom does not deserve any money from me because of their lack of getting my problem solved in a timely manner. It took them more than 1 month to do what should have been done the first day that I asked them to transfer the registration to another company that is not a re-seller of Enom. What about the 1 month that my website was down due to enom playing games with me and not allowing me to register my domain name during the month of February? I need something to compensate me for the delay and aggravation for my problems the workers of Enom caused me!Sincerely,[redacted]

Review: The site [redacted].com offers a 7-day trial to their services, or so is the expectation set, for $1.00 USD. Thinking it was worth looking at, I payed the dollar to try out their employment services. However, after the $1.00 USD was withdrawn from my [redacted] account and I received my login credentials, I was given a message upon login that I will NOT have access to the features until the 7-day trial is over.Desired Settlement: I have requested a refund for the $1.00 USD. However, I wish for them to:

A) Place notifications that potential "trial" members will clearly see, notifying the potential member that they will actually NOT be able to access premium features and/or services. This notification needs to be BEFORE the potential "trial" member PAYS for the trial period in order to access these features and/or services rather than AFTER; which is the current situation. This notification needs to be prominent and NOT HIDDEN within fine print, loopholes, etc.

B) That the website owner of [redacted].com make their company information accessible to the public via the website [redacted].com and any other websites in which ENOM, INC. own and/or are associated with and/or websites in which they draw direct revenue from. This information needs to be readily available and easily accessible (via a dedicated page listing all company information relative to contacting them directly; their headquarters' physical address, contact information, and any President, CEO, etc. information). This information should be prominently displayed.

C) That all endorsements (such as Revdex.com) be removed from all ENOM, INC. owned and/or associated websites and/or websites in which they draw direct revenue from until such endorsements are made publicly available (such as linking the various website icons, buttons, images, and/or badges to their Revdex.com, etc. profile).

Business

Response:

Initial Business Response /* (1000, 5, 2014/12/29) */

Hello,

It appears that you may have a financial dispute with a registrant of a domain name registered with eNom.

eNom adds no value as an intermediary in such disputes, neither are we typically in a position to adequately investigate such claims and pass judgment on the relative merits involved.

In cases such as this, we would advise you to contact your financial institution and/or the state or federal authorities applicable to you with regards to your specific issue.

Regards,

eNom.com / Bulkregister.com

Kirkland, WA 98033

Review: Domain was registered by us after the loss of our domain [redacted].com due to the dishonest activities of our previous UK-based registrar and subsequent cybersquatting on that domain. Domain was registered defensively against our own Canadian-European trademark. Two domains were then registered with [redacted].: [redacted].org and [redacted].net. Domains were renewed regularly until [redacted] transferred them to Enom without our prior knowledge or consent. Enom Inc. transfered management of the domains to[redacted] where the only Control Panel existed for us to manage our own domain. Enom did not provide registrant with updated and accurate information as to how the domain could be managed.

On or about the 1st of January 2014 we managed to found out how we would manage our domain again after a query to [redacted] support. Upon logging in to the [redacted] site and control panel, numerous errors were experienced in their system: domain name was set to expiry 2013-12-31 when a transfer button was pushed the first time (real expiry was October 2014), subsequent requests for authcode from the service were met with "errors", attempts to change name servers to the new registrar ([redacted] Germany) were met with still more "errors".

Finally, auth codes were provided by India-based support team and entered at winning registrar which successfully validated them. This however did not result in the transfer and confirmation messages were not provided by Enom for the transfer despite numerous requests via the winning registrar's control panel.

Finally, registrar was informed yesterday of a pending [redacted]/Revdex.com complaint, but only cancelled the transfer request and registrant was unable as of today to even visit the website [redacted] which has been plagued by numerous technical problems, many of which are written about extensively on the Internet by other dissatisfied registrants.

Registrar was provided with notice of [redacted] and Revdex.com complaint lodgements today by e-mail to [redacted]@enom.com.Desired Settlement: Completion of the transfer immediately and at Enoms oen expense, transfer to account "[redacted]" at [redacted] Germany ([redacted].net).

Explanation as to how and why they took over our domain from [redacted] and failed to provide us with any information regarding the transfer and where we could manage the domain. The the Revdex.com note that other complaints are found around the Internet of Enom Inc business practices in violation of [redacted] rules such as making it exceedingly difficult ot transfer away domains or discontinue use of their services.

Business

Response:

Initial Business Response /* (1000, 5, 2014/01/15) */

Hello [redacted],

Thank you for contacting eNom regarding the management of domains, [redacted].org and [redacted].net.

eNom makes it possible for individuals and organizations to buy and sell Internet domains and services. Our partners rely on eNom technology to conduct or complement their business objectives.

Our records indicate these domains are currently managed by www.[redacted]. As the domains were registered through [redacted], we suggest that you contact the domain provider for account information and domain assistance as you do not have a direct account with us. They prefer to work directly with their clients and will be happy to assist you further.

If you have any questions regarding these domains, please contact [redacted] for additional assistance. We have provided their contact information below.

www.[redacted]

X-XXX-XXX-XXXX

We hope this helps in better understanding how to manage these domains.

Best regards,

Technical Support

__________________________________

My Support Hours: 6:30 AM - 3:30 PM (Pacific Time), Monday - Friday

Out of the office Saturday and Sunday

Final Consumer Response /* (2000, 12, 2014/01/24) */

Dear Sirs:

This is to inform you that the ordered transfer of the domain

[redacted].NET /[redacted].ORG

has been successfully completed today 2014-01-23.

The Technology and Security Division of The [redacted]

Corporation therefore considers all matters pertaining to

this domain to be RESOLVED.

Thank you.

Final Business Response /* (4000, 9, 2014/01/23) */

Hello [redacted],

I have attempted to call you at the phone number listed on your account based on the transfer cancellation email you have received. However, it appears the phone number only allows the option to leave a message. I will be happy to explain the cancellation email you have received. Your transfer order was canceled as no action was taken for 7 days. It is likely you initiated the process, but did not submit the order.

Our records indicate all information necessary to facilitate a domain transfer was provided on January 20, 2014 around 12:55 PM Pacific Time.

If you have any questions regarding the transfer process, please call us at +X-XXX-XXX-XXXX or reach us through our online Help Center: www.enom.com/help. Our support team is available 24 hours a day, 7 days a week to help at your convenience.

Best regards,

Technical Support

__________________________________

My Support Hours: 6:30am - 3:30pm Monday thru Friday (Pacific Time)

Out of the office Saturday and Sunday

Review: I am a webcam model who hosts a live webcam show on [redacted] user policy for anyone webcaming or watching the models [redacted] specifically states that I own my profile, my picstures and my videos and are not allowed to be sold, shown nor advertised without my permission. After some investigating I discovered that your company enom has sold the domain name [redacted].com. This page has been investigated and sued over 1700 times in the last two months. I tried contacting the owner of [redacted], he hid his real address and phone number behind anonymous I.P. addresses bouncing all over panama. I contacted your company and the individual whom I spoke was quite rude, inconsiderate and would not let me file a complaint nor talk to the complaint department. Here is the enom owned and sold domain name that has stolen and used my likness for personal monetary gains without my persmission. http://www.[redacted]s.com/modelSearch/[redacted]/page/1Here is my [redacted] pagehttps://[redacted].com/[redacted]/And here is the way the client who rented this site violated copyright laws. Legal DisclaimerAny UNAUTHORIZED use of my profile, video, pictures, or audio in any form or in a forum now or in the future is NOT permissible without my expressed written consent. Any act to promote or gain profit in any manner (e.g. either monetarily or socially) from the use of my profile, video, pictures, or audio in any form from my profiles is a violation of my privacy and subject to legal action.BY WATCHING THIS:You acknowledge and agree that you shall not post, upload, publish, transmit, or make available in any way content from this space including images and recordings from streamed live video or available for download. This is intended as, and presented as a one time, live, one view presentation only.PENALTIES OF COPYRIGHT INFRINGEMENT:By reproducing or redistributing the work of a copyright holder without permission, you may be in direct violationDesired Settlement: I want my videos taken down immediately and I would like to be compensated for the money enm and [redacted]s has madeThis is an informational page showing how much money [redacted]s has made by illegally using copyrighted material http://[redacted].com/[redacted]s.com traffic and earningsPurchase/Sale Value: $63,605 USDDaily Revenue: $174 USDMonthly Revenue: $5,303 USDYearly Revenue: $63,595 USDDaily Unique Visitors: 47,735

Business

Response:

Hello, Thank you very much for your notification. After researching the domain, we have found that eNom, Inc. only provides domain name registration for this customer. We are not the webhost, internet service provider, or administrator for [redacted]s.com. Given that we are not the webhost for the domain, the allegedly infringing material identified in your notification does not reside on eNom’s computer servers. Accordingly, we do not have the technical ability to remove or disable specific items of objectionable content.Again, due to the limited technical sphere in which eNom operates, we do not believe that we are the correct party to contact regarding this matter. In this instance, we suggest that you contact theparty operating the website or the party hosting the website to have this matter properly resolved. A "ping" of the website you indicated often reveals the IP number of the party which probably hosts this website. You may then use http://arin.net or another similar tool to identify this party.eNom does not provide the [redacted] privacy service. Please visit www.[redacted].com for more information.Regards,LegalDepartmenteNom / Bulk Register www.enom.com[redacted]@eNom.comlegal fax [redacted]

Review: My domain name cost $12.95 per year for more than 10 years. The latest renewal debited my card for $39.95 and I was unaware of the increase. I called customer service the same day to cancel and ask for a refund and cancel the domain name and was informed that the CS agent had no idea why, and a refund was impossible.

Product_Or_Service: Domain name

Order_Number: XXXXXXXXXDesired Settlement: DesiredSettlementID: Refund

Cancel the account and credit my debit card $39.95.

Business

Response:

Initial Business Response /* (1000, 5, 2015/01/26) */

The domain name associated with the order number referenced was only moved into direct registration with eNom within the past year. The annual renewal price of $39.95 has been the standard renewal and registration price for all domain names registered at eNom for the past 3 years. Our records show that this domain was only moved to eNom in mid 2014, therefore this would be the first time this domain renewed through us.

In addition to this, settings on the domain directed us to automatically renew the domain 30 days before its expiration.

At this time as the domain name has already been renewed, we are no longer able to cancel the renewal. Though we will be glad to assist with this when we can, this is an industry standard, a Registrar is unable to request any domain renewal refunds once a renewal is completed.

This is also clarified in our Terms of Service: http://www.enomcentral.com/terms/agreement.aspx

Initial Consumer Rebuttal /* (3000, 7, 2015/01/29) */

(The consumer indicated he/she DID NOT accept the response from the business.)

Was not informed of price. Could not cancel for refund before the actual renewal date.

Final Business Response /* (4000, 9, 2015/02/09) */

The pricing of the domain name registrations and renewals are view-able any time through our website at eNom.com. This pricing list is available to the public as well as account holders:

http://www.enomcentral.com/pricing.aspx

The setting on the domain name to disable the domain renewal can be changed anytime through the customer account. In addition to this, we have support articles available through our website, we also have 24/7 technical support that can assist with such questions.

Final Consumer Response /* (4200, 11, 2015/02/12) */

(The consumer indicated he/she DID NOT accept the response from the business.)

No resolution was offered.

Review: Remove my email address from their files.Desired Settlement: I do not want any further contact from this company or affiliates.

Business

Response:

Initial Business Response /* (1000, 5, 2015/01/14) */

Based on the information provided, we do not appear to have any records of previous correspondence from [redacted]@yahoo.com in regards to domain abuse/spam activity. Please understand that if we do not receive notice of alleged abusive activity, we may not be aware of its occurrence. eNom takes domain abuse reports very seriously, and as such we have multiple points of contact for reporting abuse. A web form is available at: http://www.enom.com/help/abusepolicy.aspx and we can be contacted via email at [redacted]@enom.com or [redacted]@enom.com.

Please note that when reporting spam we will need the entire email with full headers to be able to investigate the matter fully.

Please do not hesitate to contact us directly if we can be of any further assistance with this issue.

Regards,

eNom

Kirkland, WA XXXXX

Review: About 3 years ago I paid for a years domain hosting and domain name. I decided not to renew and using the website deselected auto renew. But when the year came to an end I got an email saying my domain was being renewed. I followed the process in the help guide to cancel this online only to find yes, auto-renew was not selected. So I phoned in and asked to cancel. Which is a long distance call and they put you on hold for at least a half hour each time. They promised it was cancelled. They then renewed the domain and charged me anyways. I called back again (expensive) and asked to cancel. If I remember correctly they did refund the money, and they assured me it was cancelled. But here's the kicker. Two years later and they have charged my card AGAIN. I can't get a hold of anyone on the phone to fix this. I can't sign into my account because I did not keep sign-in info for a service I thought was cancelled two years ago. It also has me wondering if I was charged last year and didn't notice. This is theft.Desired Settlement: I want a refund and for them to remove my financial information to prevent future charges. Aside from that ANSWER YOUR PHONE and consider a chat interface or international number so people don't pay an arm and a leg to get your mistakes fixed.

Business

Response:

We are sorry to hear of the experience you've described. However, our domain name and Hosting services all have an optional auto-billing setting. These settings must be set to disable if we wish to prevent the service from renewing. These settings can be disabled via the settings in the account. We show that the Auto-Renew setting was not disabled on these domains or hosting account. At this time, we has requested an agent reach out to you and assist you in removing your billing information on the account, and to prevent further renewals from occurring.

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)I don't even think the business read the complaint. I got an email telling me to log into my account, turn-off auto renew and erase my credit card info. If you read my complaint it clearly says that I did turn-off auto renew and double checked. It also says I cancelled twice by phone and was told this issue was resolved. So I took the proper steps to cancel this service. It also clearly says in the complaint that I no longer can log into my account as I didn't keep my account info YEARS after I was told by their customer service my account was cancelled. When I saw the new charge I emailed them, with no response. I tried calling, which is long distance. I was put on hold, transferred, then put on hold. After 15 of being on hold I hung up, worried about racking up long distance charges. At this point I reported the unauthorized charge to the Revdex.com. I provided the Revdex.com with my current email and phone number, perhaps I am wrong but I believe they pass that info along with the complaint so the business can try to resolve the issue. However when I received the unhelpful email response from enom they had tried to phone me on a number which no longer exists, which shows me again they are not paying attention. I responded to their email explaining the situation again, but have not had a response back. I have had to phone the bank and explain this merchant is making unauthorized charges and change my credit card so they cannot do this again. I still want my money back. On principle I take offence to a company reaching into your pocket after promising the service is cancelled and then making zero effort to return the money when caught.

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)I am willing to take responsibility where it is due, however the situation is not as described by the business. Whether I missed a setting online no longer the issue, as I phoned twice clearly expressing my desire to cancel everything. Everything includes both the hosting and site name. I expressed that I didn't want to pay for enoms services, and that I wanted to stop charges to my card. At this point I ask "Is everything cancelled, is everything taken care of?" And I was told "Yes, it's all taken care of, there will be no more charges". I was not told to take any more steps. I understand refunds may not be in your policy, but I ask you to commit to standing by what you have promised your customer.

Business

Response:

We have escalated this request, and a can extend a refund for the cost of the domain renewal, however, the domain name will be immediately deleted as part of the refund process. If the complainant wishes to proceed, please reach out to our Technical Support team to process the delete and refund request. For security reasons, this cannot be handled via this complaint. The domain has been noted to permit a refund and delete exception.

Review: I was double charged on my credit card for internet web pages. I had contacted my web company and notified them that I was going to change companies, and the new company did get it changed over then in 2 months I saw the charges on my credit card where Enom had charged for renewal of 4 more years, and this was not authorized and when my new company tried to get access to my web page was blocked by Enom. I had faxed them on 2 occasions and sent the back up document because I disputed the second billing and they have not done anything to resolve this as of yet. I need to have this resolved so that my new web designer can move forward.Desired Settlement: I request that my site be unblocked so that I can proceed with my web updates.

Business

Response:

Initial Business Response /* (1000, 5, 2014/03/26) */

Hello,

In regard to the complaint, we had received a notice of fraudulent credit card use in the complainant's account stating that a chargeback would be filed to reclaim the funds used in the account with us. We locked the account due to the reported fraud by the card holder.

I have researched and the chargeback was never received. In regards to the complaint we received via the Revdex.com site, outside of the original notice from our technical support reporting the fraud we have not received any emails to our department (email [redacted]@enom.com) from the complainant.

Since no dispute of the funds was received and the customer obviously wishes to use the account we have removed the hold.

We hope this resolves the issue.

Regards

Risk Management

Risk Management, eNom

eNom

Kirkland, WA 98033

Review: On February 5, 2014, I registered an account with Enom.Com for a 30-day free trial of the TRUSTe Privacy Policy and Seal. However, the policy and seal went under review through TRUSTe until March 5, 2014. During the review period, Enom.com requested additional information regarding my company site for the policy and seal; for which I responded the same day.

On March 4, 2014, I submitted a request to Enom.Com to extend my free trial as the trial period was set to expire on March 7, 2014 and the policy and seal were still under review.

On March 5, 2014, the TRUSTe policy and seal review was complete and I installed them to my Company website. On March 7, 2014, Enom.Com deactivated the policy and seal due to an expired free trial service. At the time, I only received the TRUSTe policy and seal services for two days of the free trial, the other 28 days were spent under review by Enom.Com and TRUSTe.

On March 11, 2014, I received a response that my request was escalated to the Senior Technical Support Staff. The policy and seal remained expired. On March 14, 2014, Enom.com provided the following response:

Hello [redacted],

Thank you for your patience.

I have received an update from our senior technical support staff.

We are sorry that we are unable to update or extend the free trial services.

I submitted a request to review this decision again, but was denied by Enom.Com. My privacy policy and seal are still expired and I did not receive the 30-day free trial as advertised by Enom.Com on their website. Please assist.Desired Settlement: I would like to settle this complaint by receiving the full 30-day free trial of the TRUSTe Policy and Seal as advertised on the Enom.Com website.

Business

Response:

Initial Business Response /* (1000, 6, 2014/03/20) */

Hello [redacted],

Thank you for contacting eNom regarding this matter. We will be happy to help.

Based on our previous phone conversation and support ticket, we would like to offer you a discounted rate for the TRUSTe Privacy Policy and Seal. Please continue working with us through our ticket for resolution.

We regret any inconvenience this may have caused you.

Sincerely,

Technical Support

__________________________________

My Support Hours: 6:30am - 3:30pm Monday thru Friday (Pacific Time)

Out of the office Saturday and Sunday

Review: I called Enom's technical support department to try and resolve an issue I was having with one of the web site hosting accounts I have been having repeated problems with over the past couple of years. I did not get the name of the CSR that I spoke with in the technical support department, but the conversation I had with the gentleman was far less than acceptable. During the course of the conversation I explained to him that I have had a similar problem to what I was currently experiencing multiple times over the course of the past couple of years. I told the CSR that I was using a CMS and it seemed to be some connection issues, the CSR tried to tell me that CMS can be very resource intensive with all of the plugins loaded into it so that is probably why I was having issues, I told him that I had just the CMS installed with 1 plugin enabled so that was probably not the case. He looked up a previous ticket that was submitted on this account and went on to state that Enom does not guarantee uptime for their services, but yet on their website under the hosting menu it states "Reliable infrastructure Our platform keeps your website online" (taken from http://www.enom.com/wsg/linux.aspx?). The CSR then went on to mention that if I needed reliable service I should consider getting a dedicated server somewhere else. I asked to speak with a supervisor realizing that I was getting nowhere with this CSR and it was clear by his attitude that he had no real interest in resolving the issue I was having with Enom's services. The CSR told me he did not have a supervisor that I could be transferred to, I told him that I would wait and I know there is a supervisor that I could be transferred to because I have had to speak with a supervisor before when I had gotten a CSR in Enom's call center that, for whatever reason, seemed less than enthused to help me with the issue I was having with one of Enom's services. After the second request to speak with a supervisor, the CSR just hung up on me.

I have been a customer with Enom for over 10 years. Over this time I have trusted Enom not only with my business needs but my customer's business needs as well. I have noticed a horrendous down turn over the past 4 years when it comes to Enom's technical and customer support when there are issues with their services that they provide. One issue I had with one of my customer's accounts went on for the better part of a week before it was resolved. What once was a support staff that was almost over eager to resolve any issue you were having, even willing to go that extra step that they really didn't have to do has now become a very lack luster response team that might help you if they feel up to it. Every business has its ups and downs, I have been running my business ([redacted]) for over 20 years now, with employees, but it seems over the past 4 years Enom's down is just going further and further.

I have also worked in a call center environment for over 3 years and know that in the industry it is never acceptable to simply hang up on a customer unless they become verbally abusive. There is always a supervisor that an upset or irate customer can be transferred to and it is never, ever, ever acceptable to promote an attitude of 'if you don't like it go somewhere else then. I am at my wits end with Enom's technical support team now and am seriously considering taking all of my business to some other company that has at least some interest in keeping my business.Desired Settlement: At this point I do not know if there even is a possible resolution, I was told point blank by Enom's employee to go somewhere else with my business, but feel that if this is an acceptable practice on Enom's part, other business owners need to be made aware of how Enom treats their customer base before deciding to do business with Enom.

Business

Response:

Initial Business Response /* (1000, 5, 2015/01/23) */

We are sorry to hear about the frustrations expressed by the consumer. We will be glad to look into this further. Our Team of technical support agents are tasked with providing the answer that will most effectively assist our clients, even if it means that solution is not with us here at eNom. We will be glad to review this issue again will reach out to see if we are able to assist in any other way.

Initial Consumer Rebuttal /* (3000, 7, 2015/01/26) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I attempted to contact eNom via their support ticket system for this issue since eNom's phone support ended in an extremely dissatisfying and unpleasant experience. I was contacted by one of their tech's that essentially told me that it is best if I call them when the problem is happening (even though I did and was treated horribly, blamed for causing the problem and told to take my business somewhere else) so they can troubleshoot the issue better. I was also asked to provide evidence of the problem with screenshots, dates and times and then in a much more polite tone told I might have to take my business elsewhere again. I have done this previously for this same account, I have spent hours previously troubleshooting eNom's technical issues on my own time using my own resources with this same account and turning all of the information over to them for an extremely similar issue, yet the issue is never resolved in a long term fashion, only temporarily. I see no reason that I should have to do the troubleshooting on eNom's behalf to narrow down the possible problems with their equipment and services.

I have now been contacted by a third technician from eNom (apparently after they received this complaint even though I made the second tech aware that there is a complaint pending against eNom regarding this matter) that actually seems genuine in his stating that he wants to resolve the issue. At this time, since my hosting lease is at its expiration, I believe I will take the previous two techs advice and find another company to fulfill my hosting needs since it has taken almost 7 days and a complaint being filed with the Revdex.com to get to a tech within eNom that has a genuine interest in attempting to find a fix for whatever is causing such latency on this server instead of taking a 'like it or leave' attitude towards a customer's problems with their paid services.

I will say, however, that eNom's support for their domain names is still very efficient, most issues are resolved extremely fast (many times within an hour or two), I just wish I could say the same about their web hosting.

I have been with eNom for over 10 years and have been working in this industry for just over 20 years and have never had such a string of poor support as I have with eNom's web hosting, especially relating to this account.

Final Business Response /* (4000, 9, 2015/01/27) */

We apologize for the experience with our support, and are investigating this matter to ensure all calls and support requests are handled in the appropriate manner. Our goal is still to provide the solution will fit best for you. Sometimes the limitation of the hardware or network prevents us from being the ideal solution. We apologize if this was conveyed to you in a manner that you feel was unacceptable, and we will provide additional training as needed.

If there is anything else that we can do to assist you in addressing this matter further, please let us know.

Final Consumer Response /* (4200, 11, 2015/01/30) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I have decided to wash my hands of eNom and its products/services. I have been doing business with this company for over 10 years and have found the lack of providing support to their customers on service issues with their hosting products over the past 3 years to be just an overall lack of really caring. This time it took filing a report with the Revdex.com and almost a week of wading through under trained and uncaring CSR's to finally get in touch with a person that showed any actual desire to look into the reoccurring problem I have been experiencing with this same account for close to 3 years now. I am a small company and am sure that my little bit of business going to one of eNom's competitors will not make any difference for eNom, but I think that this complete lack of respect for a customer as well as lack of service should really be documented for the business sector in case any other business has problems with eNom's lack of support or may be thinking about using eNom's web hosting services to fulfill their businesses needs.

Review: Enom have a systemic customer service issue and aside from my specific complaint - I would like attention paid to improving overall quality of customer service.

Apart from the specific issue below - enom do not respond to tickets for hours, and more often then not - only after a phone call to find out why the ticket has not been dealt with.

Specifically my complaint is that enom do not have automated procedures in their plesk hosting environment to provision SSL. This in and of itself is not an issue - the issue comes from enom's slow and unresponsive support taking (so far) over 24 hours to not install / enable SSL on two hosting slots.

Ref: XXXXXX-XXXXXXDesired Settlement: Enom are to have all the staff involved in causing this loss to us personally write a letter of apology. Their managers must sign off on the individual letters - so as to understand the impact their lack of attention to customer service has.

Enom are to instigate a policy that all staff are trained, and are able to manage the hosting platform 24/7 in its entirety.

Enom are to remove any and all statements on their "on hold" music telling users that they should use the online ticketing system for a faster response - this is deceptive and misleading.

Enom are to credit 10 years of hosting on our current plan to the account for the unnecessary delays and inconvenience caused.

Business

Response:

Initial Business Response /* (1000, 5, 2014/06/06) */

Hello [redacted],

Thank you for contacting us regarding this matter.

We apologize for any delay in the response and resolution to your issue. Our sales team has been in communication with you and are happy to provide 10 years of hosting free of charge. For the hosting, please continue working with our sales team for assistance. We are reviewing our support policies to improve our response times.

We are grateful for your feedback and bringing this to our attention.

Best regards,

Technical Support

__________________________________

My Support Hours: 6:30am - 3:30pm Monday thru Friday (Pacific Time)

Out of the office Saturday and Sunday

Review: I am receiving HUNDREDS of SPAM emails daily. When I did a WHOIS lookup, it appears that ALL of the various domains are registerd by ENOM.

I need ENOM's help in stopping this SPAM violation ASAP.

THANKS Desired Settlement: Cancel accounts used for sending SPAM!

Business

Response:

Initial Business Response /* (1000, 5, 2013/09/25) */

We have attempted to resolve this issue, however, the reporting party has not provided us with sufficient evidence to locate the offending domain(s) or investigate the reported activity.

Generally, before we can take action on an abuse report we will require some sort of evidence that substantiates the reported abuse. Depending on the form of abuse being reported, evidence can take different forms. Examples of useful evidence include, but are not limited to spam or other email with full headers, web/server logs, and web links to the reported content. In almost all cases we need to know what specific domain the complaint is referring to.

eNom takes domain abuse reports very seriously, and as such we have multiple points of contact for reporting abuse. A web form is available at: http://www.enom.com/help/abusepolicy.aspx and we can be contacted via email at [redacted]@enom.com or [redacted]@enom.com.

To better resolve issues of this nature, we encourage the reporting party to please contact us directly so we may obtain the information necessary to take appropriate action.

Regards,

eNom

Demand Media

[redacted]

[redacted]

Kirkland, WA 98033

Final Consumer Response /* (4200, 40, 2013/12/19) */

(The consumer indicated he/she DID NOT accept the response from the business.)

Enom has a pattern of denial that they hide behind. They know very well that both they and their reseller, [redacted] sell LOTS OF DOMAINS to SPAMMERS. They "hide" by saying what they say above...they don't have the ability to monitor. However, when present with multiple reports of SPAMMING...they pass it off as "not their problem". SO...ENOM's attitude actually makes it possible for SPAMMERS to continue.

Why no recent complaints from me? Because it was a complete waste of time to fill out the reports on ENOM or [redacted] actually allowed a known SPAMMER to subscribe to an "anonymous" service which prevents the person receiving SPAM from seeing the registered name/address of the SPAMMER.

If ENOM, and their reseller [redacted] really wanted to do something...they could. But it appears obvious that what they really want is to benefit from selling more domain names. I am still getting SPAM from sites that were registered by ENOM. Since a SPAMMER can open a new site every day...the SPAMMER...and ENOM...benefit.

Final Business Response /* (4000, 38, 2013/12/11) */

As previously indicated, eNom has received notice from our reseller partner that this issue has been resolved. This, in addition to the lack of further complaints, leads us to believe this matter has in fact been resolved. Additionally, please understand that eNom does not provide email services for any of the domains reported, and as such we do not have the ability to monitor any outbound mail traffic to confirm (or deny) the existence of spamming activity. As such enforcement of our terms of service is a complaint driven process, and if we do not receive such complaints we may not be aware of an issue.

Regards,

eNom

Demand Media

[redacted]

[redacted]

Kirkland, WA 98033

Review: We have created a ticket trough our secure login on the website to whitelist our server IP and got no reply for 24 hours. I have personally called them twice stayed on hold for almost 30 min and when their representative pick up ([redacted] I explained the issue clearly and he started to accuse me of doing things wrongly while I was taking the exact steps for multiple time. When I explained that our business is down for the past 24 hours for that issue and we need it to be fix ASAP his reply was that he won't do anything ato speed that process up. I asked him to transfer me to his supervisor and he said there is no supervisor or manager available at the time. I asked him respectfully to transfer me to another agent he totally ignored me. I asked him if they have a department that I can complain about his attitude and the way he talks, he said that Enom has no department for complaining against their employee. Funny thing that he said he would bring my complain to his supervisor later when his supervisor is available. When I told him that I would report this publicly on Revdex.com he thanked me and hang-up. GOOD JOB ENOM, YOU GOT THE BEST CUSTOMER SERVICE FOR YOUR RESELLERS. THIS IS A SHAME THAT THEY DON'T EVEN HAVE SUPERVISOR ON CALL.Desired Settlement: I wish I could speak with a manager or some one with the authority to not accuse me of being dumb and not know how to work with their website after 3 years being their reseller.

Business

Response:

Initial Business Response /* (1000, 5, 2013/11/05) */

Hello [redacted],

Thank you for contacting us regarding this matter. We appreciate the opportunity to speak with you over the phone and come to a resolution.

If you have any questions as all, please feel free to contact us again. We are here to help 24 hours a day, 7 days a week for your convenience.

Sincerely,

Technical Support

__________________________________

My Support Hours: 6:30am - 3:30pm Monday thru Friday (Pacific Time)

Out of the office Saturday and Sunday

Review: This company has several registered domains all of which are spamming my inbox. The only problem is that there are multiple domains and it seems that the domain changes per spam occurrence.Desired Settlement: Any emails originating from registered domains I would like to have stopped immediately

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/04) */

We have located two previous spam complaints from [redacted]@cutrercorp.com, and we have confirmed the reported domains have been suspended by our reseller in accordance with their terms of service.

eNom takes domain abuse reports very seriously, and as such we have multiple points of contact for reporting abuse. A web form is available at: http://www.enom.com/help/abusepolicy.aspx and we can be contacted via email at [redacted]@enom.com or [redacted]@enom.com.

Please do not hesitate to contact us directly if we can be of any further assistance with this issue.

Regards,

eNom

Demand Media

[redacted]

[redacted]

Kirkland, WA XXXXX

Final Consumer Response /* (2000, 7, 2013/10/08) */

(The consumer indicated he/she ACCEPTED the response from the business.)

Although I did receive more spam today from another domain registered through enom, the company has been cooperative with me. If domains keep spamming me though, I may retract this statement.

Review: eNom does not care for long-term customers. I have been with them since day one. My credit card expired and can't get into my account. I have been on the phone 7 times, sent in 6 tickets, waited on hold for 3 hours, talked to rude reps and now they aren't responding anymore. What a bad company. My site is down, my emails are down, I have a business and now I am losing money left and right. Desired Settlement: For eNom to grant access to my site so that I can transfer away from their poor service.

Business

Response:

Initial Business Response /* (1000, 5, 2014/12/09) */

We will be glad to look into what transpired, and address the customer's concerns regarding our services. However, not enough details are provided to allow us to address the concern. If the complainant could provide a domain name, or login ID we will be better able to conduct the necessary inquiry.