GoDaddy.com

Dear Dispute Resolution Consultant, Thank you for bringing this matter to our attention. We have reviewed our customer's correspondence and would like to present the following. Upon purchase of services, our customer acknowledged and accepted the following...

agreements: • Universal Terms of Service Agreement• Domain Registration Agreement The latest version of these agreements may be found at:[redacted] Per our customer's account preferences, GoDaddy was instructed to automatically renew the email service in question and attempted to do so in a good-faith effort to honor its agreements with the customer; however, the customer's financial institution declined all payment requests.  GoDaddy also provided 20 days of live service at no cost and made multiple outreaches to the customer post service expiration. The service cancelled for non-payment after the 20 days of free service.  Upon repurchase of email service by the customer GoDaddy restored all emails available to the customer.   GoDaddy's pricing increased to meet current competitive market value. On two occasions calls were disconnected while speaking with our staff for reasons outside of our control. After the disconnects occurred our staff attempted to reach the customer including leaving voice mail.   Resolution: GoDaddy has upheld its agreements in good faith with the customer and we will not provide a refund for the services they have received.  The cancellation of their email plan was the result of failed payments and is outside of GoDaddy's control.  Again, account management is a customer responsibility. Thank you again for the opportunity to address the concerns presented by our valuable customer.Kindest regards,  [redacted]Office of the CEO - GoDaddy[redacted] Phone[redacted] Fax

Dear Dispute Resolution Consultant, Thank you for bringing this matter to our attention. We have reviewed our customer's correspondence and would like to present the following. Upon purchase of services, our customer acknowledged and accepted the following...

agreements: • Universal Terms of Service Agreement• Domain Registration Agreement The latest version of these agreements may be found at:[redacted] Our customer purchased three domain names during the time span of June, 2 to June 19, 2014. With each purchase, GoDaddy honored our limited-time, promotional offer that was active at the time for each purchase. Post final purchase (June 19), the customer requested a larger discount for that transaction. Our staff correctly informed the customer that they cannot issue a (larger) retroactive discount. We sincerely appreciate our customer's feedback about our staff's interaction and will ensure any training opportunities that do exist are addressed.  Resolution: GoDaddy has upheld its agreements in good faith with the customer, honored our terms of service and advertised rates.   As a one-time exception we credited the customer's account with $11.00 of in-store credit that they may apply towards a future purchase.  Thank you again for the opportunity to address the concerns presented by our valuable customer.Kindest regards,  [redacted]Office of the CEO - GoDaddy[redacted] Phone[redacted] Fax

Dear Dispute Resolution Consultant, Thank you for bringing this matter to our attention. We have reviewed the complainant's correspondence and the GoDaddy account in question to which we would like to present the following. This rebuttal is unrelated to the original issue and is an attempt by the complainant to reopen previously resolved Revdex.com Complaint IID# [redacted].  Our response to that rebuttal stated that the complaint's requests fall outside the scope of our Universal Terms of Service Agreement and are unrelated to our products and services. GoDaddy has made the decision to end our relationship with the complainant.  The complainant, in our determination, was abusive when interacting with our staff. As we have advised the complainant multiple times, we will be happy to assist the complainant in transferring their domain name to another registrar. We have unlocked their domain and emailed them the required EPP code (authorization code) needed for this process.  Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

It is not my wish for this confusion. But with that said, if legal proceedings are needed then that where this circus is going to end up. Have no doubts about it! All that I want is for GoDaddy.com to remove the threat of my domain name account lockout and to restore the proper ownership, control, and use of my purchased and registered domain name opportunity and for [redacted] to release the wrongful suspension of my web hosting account so that I can ensure the removal of my website content from their servers and properly close that account. The above negative actions against my account has greatly damaged my online business goals and investments and will not go unchecked.

Named Responding Interested Parties in this case of fraud and other violations are listed Below:

GoDaddy.com

Below is the initial registration of my domain name:

Domain Name: [redacted]

Registrar: [redacted]

Whois Server: [redacted]

Referral URL: [redacted]

Name Server: [redacted]

Status: [redacted] Updated Date: 26-aug-2013

Creation Date: 26-aug-2013

Expiration Date: 26-aug-2014

Below is a fabrication of the Domain name register and SSL protection rendered by [redacted] after my domain name transfer to GoDaddy.com. No domain name verification was sent to me for verification by [redacted] after my domain name registration with Network Solutions, Register.com or after my domain name transfer to GoDaddy.com.

The SSL certificate of [redacted] was issued by

[redacted]. . on 26 Jul 2012 and is valid till

26 Jul 2014. It was issued to [redacted]. in

Scottsdale, Arizona, United States.

Domain: [redacted]

Issued By: [redacted].

contact: [redacted]

phone: [redacted]0

billing: [redacted] for new Cert.

Created: 26 Jul 2012

Expiration: 26 Jul 2014

Company: [redacted].

Location: Scottsdale, Arizona, United States

The above did not exist until sometime after I registered my domain at [redacted], and then again at Register.com and then transferred to GoDaddy.com.

After trouble shooting the DS records, DNS, DNSKEY, DNSSEC problems with my URL, my assessment of what was happening is that my URL was being split/duplicated/copied, and then forwarded to a different server so that I could never retrieve/obtain/or review any of the data that was going to or coming from my URL. In essence I would be looking on one server domain name data, and the information data that I would be looking for would be located on a different server to which obviously I do not have access to..

URL Hijacking is what it's called.

I did nothing wrong!

I only asked questions in regards to receiving assistance for the proper setup of my domain name DNS, it's URL and it's account features not working as they should have within my GoDaddy.com domain name account and why I was not being allowed proper access to them. It only became a problem because I began to ask the right questions as to why my website and domain name URL DNS was not functioning correctly and what was needed to be done to fix it. That's when it became a problem at GoDaddy.com for them to assist me with my support questions, and that's when they started singing the song of suspending my domain name and website hosting accounts because of some false reason of abuse.

My purchased and registered domain name promotes a website that promotes an [redacted] that explains how to make money online using your eBay and PayPal accounts. My [redacted] and my website are not a scam, nor does it promote spam, or hacking, or any other of that BS you get from these scam artist online trying to take peoples money and gives them nothing in return. My site and [redacted] are very helpful and useful to that average human being looking for an alternate way to make some cash using the internet..., and maybe there are other opposing entities that doesn't like that I wish to make what I know available to the general public that enables them to capitalize on the basic knowledge of what's in my [redacted].

The purpose for moving my website hosting from GoDaddy.com to [redacted] was to trouble shoot where the problems was coming from in regards to control and access of the DNS, DS record, DNSKEY, and DNSSEC of my domain name. Once I began to demand proper access and support from GoDaddy.com for my DNSKEY, DNSSEC, and DS records to be setup and established properly, it became to be a problem, I was being made to look like the bad guy because I was asking for help about my GoDaddy.com domain name account and not having the proper access to it's features. ie. Modules for the zone files would not allow input for the DS record. The text field boxes where you would enter information to set the DS record, DNSKEY or the DNSSEC would be grayed out and would not allow any input of information to set the DS records correctly.

When I began to demand the proper access to my domain name I was made to look as if I was abusive, or that my site was a scam, spam, hacking, warez, or phishing site.., and none of which is true. After moving my site to [redacted] to further trouble shoot and get a better look at what was going on with my DNS of my domain name, GoDaddy accused my site/myself of being abusive and then had [redacted] suspend my website hosting account so that I could not retrieve my site content and close my account at [redacted] properly. Since this time GoDaddy.com has threaten to cancel my domain name hosting account. Demanding that I move my hosting account and transfer my domain name away from GoDaddy.com by the 31st of July. On that date my domain name hosting account(s) with GoDaddy.com LLC will be locked. ie. I would be locked out of my domain name hosting account(s) there at GoDaddy.com and not able to edit the DNS/zone files of my domain name.

When asking for help about this and then filing complaints about this with the Revdex.com, GoDaddy.com made it seem as if I was being abusive to their staff (which I was not) upon asking for assistance with setting up the DS record for my domain name. I was being told by the GoDaddy.com support staff that they did not support the features inside my GoDaddy.com account in regards to the DNSKEY, DNSSEC, DS records in which I was requesting assistance for setting up correctly. I would ask questions like, "why does this feature in my account not allow me access to it to change/fix/or edit it?"..., the reply I would get from the GoDaddy.com's support staff is either "we don't support that level of assistance with that particular account feature.", or if I would question "why do I not have access to my domain name verification of ownership features with [redacted]?", they would say.., " your domain name has already been verified so you do not need to verify it". Or I would ask "why when making the selection of using my domain name within my GoDaddy.com account, the fields to make use of it are grayed out?" or "Why are the fields for setting up the Delegation Signer Record are grayed out?" or, I would ask "why is it that I can enter some information in the fields for the DS record, but all others are grayed out and do not allow input of information?" Or "Why am I not receiving the correct data for the www version of my domain name URL with the DNS lookup tools?" The answer would be that "they do not provide support for it.".

They are trying to destroy my opportunity!

I will not allow that to happen!

I am will not allow them to get away with it..,

They will pay for what has been done here!

Please reopen and add this to my complaint file ID#[redacted] or submit this as a new complaint for your investigation.

Regards,

Dear Dispute Resolution Consultant,

Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.

As stated previously, the complainant created two separate GoDaddy accounts online, purchasing the same product in both accounts. Both accounts had separate and clearly distinctive individual login data.

 

Again, the complainant was not overbilled, as GoDaddy followed the complainant's instructions for automatic renewal in both accounts in a good faith effort to honor our agreements with the complainant. GoDaddy allows customers full access over the account to modify their renewal preferences at any time.

 

We have attempted to connect with the complainant multiple times in the hopes of listening to and understanding any additional details that may be related to this case. All of our outreach attempts have been unsuccessful.

 

As stated previously, we have refunded 3 months of the Website Builder service to the complainant totaling $29.97 as a onetime exception, returned to the original payment method for the transaction.

 

Thank you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.

Kindest Regards,

Office of the CEO - GoDaddy

Scottsdale, AZ 85260

###-###-#### Phone

###-###-#### Fax

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the customer. We have reviewed this matter and would like to present the following.Prior to their purchase of this domain name through the GoDaddy website, the...

customer agreed to the following:• Universal Terms of Service Agreement• Domain Name Registration AgreementThese agreements may be viewed at: [redacted]The customer was alerted on September 10, 2014 that an invalid WHOIS complaint had received for their domain name. At that time, a $20.00 Administrative Fee was applied to their account as specified in our Universal Terms of Service Agreement.The customer’s site was suspended on September 25 2014 as no response from the customer was received. The notice sent to the customer explicitly states the customer needs to make the appropriate corrections and to respond back before we can close the complaint.RESOLUTION:Go Daddy acted in good faith to uphold agreements with our customer. Our customer has updated their WHOIS information, the invalid WHOIS complaint has been resolved and the site is now resolving. Additionally, as a goodwill gesture the customer has been refunded the $20.00 administrative fee.EDUCATION:It is a customer’s responsibility to maintain accurate, up to date WHOIS information. Please visit the links below for more information on updating domain contact info and account information.Updating your domain name contact information - [redacted]Updating contact information for domains with privacy - [redacted]Managing your account information - [redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,

[redacted]Office of the CEO

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:• Universal Terms of Service• Domain Registration AgreementThe latest version of these agreements can be found at: [redacted]Since December 1, 2007 when our customer had registered a domain name, they have contacted our 24/7 Customer Care teams multiple times for assistance with their GoDaddy account and had been unable to substantially validate the associated account.Account management, is a customer responsibility.  Furthermore, GoDaddy takes its commitment to consumer protection very seriously.  Our customers choose their own Call-in PIN used for account validation and may change it at any time from within their account.  At no time has GoDaddy prevented our customer from account access and management.  GoDaddy also has not prevented our customer at any time from retrieving or resetting their account login information if deemed necessary.  RESOLUTION:GoDaddy has upheld its agreements with our customer and honored its terms of service.Our office has successfully connected with our customer via phone to discuss their concerns.  Per our customer’s account preferences, GoDaddy was instructed not to automatically renew their domain upon expiration and GoDaddy honored its agreements with the customer.  As such, our customer’s domain name had expired December 1, 2014.They have indicated they wish to transfer their expired domain name registration from GoDaddy to another registrar.  Our customer may transfer their domain name provided it completes transfer prior to entering into registry redemption.Our office has assisted our customer with unlocking their domain and have sent an Authorization Code via email to the administrative contact associated with the domain.  EDUCATION:Our customer may find the following GoDaddy support articles useful in managing their account and services:Retrieving Your Cr or Resetting Your Password –[redacted]Finding or Changing Your Call-in PIN –[redacted]Transferring Expired Domain Names–[redacted]What happens after domain names expire? [redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Regards,[redacted]Office of the CEO - GoDaddy[redacted]###-###-#### Phone###-###-#### Fax

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the...

following agreements upon conducting business with GoDaddy:· GoDaddy Universal Terms of Service· Domain Name RegistrationThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxWhen a customer registers a domain they have the option to list a business or organization as the registrant of the domain.  If they choose to do so we are required to confirm the validity of the business if a dispute should arise as the business or organization takes precedence over an individual listed on the domain registration.  Adding a business or organization is not required.Our Domain Services team has also done everything possible within our scope of support to assist the complainant with this matter. Account management and security are the complainant’s agreed responsibility.As the complainant has stated they do not have the documents requested for us to be able to confirm the ownership of the domain, we consider this to be a dispute between third parties in which we cannot become involved.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy takes its commitment to consumer protection very seriously. Furthermore GoDaddy does not arbitrarily change the ownership of accounts; account and domain management are a customer responsibility.EDUCATION:I???N, the Internet Corporation for Assigned Names and Numbers prohibits GoDaddy from becoming involved in domain disputes but we wanted to provide the complainant with the Uniform Domain Name Dispute Resolution Policy: https://www.godaddy.com/agreements/showdoc.aspx?pageid=UNIFORM_DOMAIN&isc=GD...⇄ also recommend the complainant review our Attorney Tips page and encourage them to reach out to their personal attorney for further advice.  https://www.godaddy.com/agreements/showdoc.aspx?pageid=CIVIL_SUBPOENA&isc=GD...⇄ we understand this dispute between the complainant and another party is frustrating and sincerely hope they can both come to an amicable agreement.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### FaxThis email message and any attachments hereto is intended for use only by the addressee(s) named herein. If you have received this email in error, please immediately notify the sender and permanently delete the original and any copy of this message and its attachments.

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...

business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxMarch 25. 2013 the complainant purchased a Standard Turbo SSL Certificate for a one year term during an online transaction. Per the complainant’s account preferences, GoDaddy was instructed to automatically renew the SSL Certificate in question on March 25, 2014 and again on March 25, 2015. GoDaddy did so in a Good Faith effort to honor its agreements with the complainant. After each renewal an email notification was sent to the complainant. GoDaddy sent renewal notices prior to the most recent expiration date of the SSL Certificate in question on:• December 27, 2014,• January 26, 2015After the most recent renewal of the SSL Certificate in question the complainant contacted our Customer Care Center to cancel it and request a refund. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. GoDaddy provides customers with full control over the automatic renewal feature at the time of purchase. Our customer’s may also, at any time, log into their account and modify this preference. GoDaddy honored its Refund Policy and previously provided the complainant with a refund for the most recent renewal of the SSL Certificate in question. In addition as a onetime exception to our Refund Policy we have provided the complainant with a refund for the renewal dated March 25, 2014. Please allow 5-7 days for this to reflect with their financial institution.EDUCATION:The complaint may find the following articles managing their GoDaddy account in the future: Canceling Products[redacted]Refund Policy[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have used Request for Change of Account / Email Update Form to no help.'on 12/30/14They have refused to help me.

Regards,

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns provided by the [redacted]plainant. We have reviewed this matter and would like to provide the following.GoDaddy is not the registrar of record for DomainsPricedRight.[redacted]. As such,...

GoDaddy is not the legal or business entity and has no association with domain names registered through DomainsPricedRight.[redacted].Any domains registered through the website DomainsPricedRight.[redacted] show the registrar of record as Wild West Domains, LLC. The [redacted]plainant may consider addressing this issue with the proper registrar listed in the public Whois Database.Thank you for the opportunity to bring clarity to this matter.Best regards,[redacted]Office of the CEO - [redacted]

Dear Dispute Resolution Consultant,Thank you for the opportunity to review the additional concerns presented by the complainant. In the initial complaint we were able to address each point provided within our response. As previously provided we would like to present the following:We appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Any modifications made to the nameservers on this account have been done through the complainant’s account.  Again, the complainant had made a modification to their domain settings by enabling domain forwarding.  This domain setting change updated the IP Address and nameservers associated with that domain. GoDaddy is unable to forward visitors to a domain name if we do not control of the nameservers. An offer was made to assist the complainant with updating the nameservers for the associated domain to their third-party.  However, the complainant did not have the nameserver information at the time required to make the update. They had the MX records but not the nameservers and our Customer Care team was unable to help them make the modification as we didn’t have the correct information needed.We also provided information regarding the complainant’s third party email services not working. The domain name worked as intended per the requests made by the complainant. GoDaddy cannot control the settings for third-party services. As such, GoDaddy is unable to accommodate the complainant’s request for a refund or compensation for potential lost revenue due to their third-party email not working or not being provided accurate nameservers to update.GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. Account management and settings are a customer responsibility. If the complainant has the nameservers needed for their third-party website, our 24/7 Customer Care can assist them in the steps needed to modify the nameservers. They may also find the following article helpful: Setting Nameservers for Your Domain Names: https://support.godaddy.com/help/article/664/setting-nameservers-for-your-domain...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant.[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260[redacted] Phone[redacted] Fax

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.We have reviewed this matter and would like to present the following.Upon purchase of the domain names in question, the customer...

acknowledged the following agreements:• Universal Terms of Service Agreement• Domain Registration AgreementThe latest version of these agreements and other legal agreements may be found at: https://www.godaddy.com/legal-agreements.aspxOn April 29, 2004 our customer registered the domain name in question for a one-year term.This was for the period ending April 29, 2005.On April 30, 2005 our customer manually renewed the domain name registration for a one-year term via an online transaction. This is for the period ending April 29, 2006.On May 5, 2006 our customer manually renewed the domain name registration for a two-year term via an online transaction. This is for the period ending April 29, 2008.From April 30, 2008 through May 1, 2014; per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question upon expiration for another one-year term and did so in a good faith effort to honor its agreements with the customer.On May 1, 2015; per our customer's account preferences, GoDaddy was instructed to automatically renew the domain in question and attempted to do so to honor its agreements with the customer however, the customer's financial institution declined payment.GoDaddy sent renewal notices prior to the expiration date on:· January 30, 2015· March 1, 2015· March 31, 2015· April 15, 2015· April 25, 2015GoDaddy also sent notices after the expiration date following each of three separate failed auto-renewal attempts. These notices informed the customer their expired domain was at risk of being canceled unless additional action was taken. Account management is a customer responsibility.GoDaddy sent these notices after the expiration date on· May 1, 2015· May 5, 2015· May 12, 2015GoDaddy provides our customers the ability to maintain multiple payment methods within an account.  Customers must associate their desired payment method(s) with the specific product or service. GoDaddy will not attempt to utilize a payment method without authorization.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.The domain name correctly followed the normal expiration life-cycle, was canceled due to non-payment, and has since been acquired by another party. GoDaddy is unable to return the domain name to our customer. They may wish to contact the current registrant directly and discuss any options for re-obtaining the domain name.EDUCATION:The customer may find the following GoDaddy support articles useful: What happens after domain names expire - https://support.godaddy.com/help/article/6700/what-happens-after-domain-names-ex...⇄ Payment Methods for Renewing Products - https://support.godaddy.com/help/article/5237/updating-payment-methods-for-renew...⇄ Designating an Alternate Payment Method - https://support.godaddy.com/help/article/724/designating-an-alternate-payment-me...⇄ you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. As previously stated; our Protected Registration service, which the complainant had opted to add to their domain registration, protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled or have automatic renewal disabled until the Protected Registration is canceled. Our office has connected with the complainant to clarify the service they had purchased and what information is required to cancel the Protected Registration Service.  As the complainant has stated they do not wish to provide a copy of their government-issued photo ID, GoDaddy will accept a notarized affidavit in lieu of their government-issued photo ID. This affidavit, which was sent to the complainant by our Domain Services team on July 20, 2015, will need to state the complainant’s name and that they are requesting that the protected registration service be cancelled on the domain name in question.  It is the complainant’s responsibility to submit the requested documentation. Once all of the requested documentation has been received and verified by our Domain Services team, the service may then be canceled.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:•    Universal Terms of Service Agreement•    Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn July 16, 2010, the complainant purchased two .EU domain names, each for a one year term via online transaction.  For .EU domain names, these domains expire on the last day of the month in which the domain was registered.  For example, if the complainant registered a .EU domain name for one year on July 16, 2010, it would have expired on July 31, 2011.  On July 27, 2011, the complainant manually renewed the .EU domains, each for a two year term.  This is for the registration term ending July 31, 2013.  On August 2, 2013, the complainant redeemed the .EU domain names from their expired status by purchasing a one year renewal of the domains’ registrations, and paying an additional redemption fee for each domain.  This is for the registration term ending July 31, 2014.  On August 4, 2014, the complainant again redeemed the .EU domain names from their expired status by purchasing a one year renewal of the domains’ registrations, and paying the additional redemption fee.  This is for the registration term ending July 31, 2015.Per GoDaddy’s Domain Name Registration agreement, which the complainant acknowledged and agreed to upon conducting business with GoDaddy, certain ccTLDs (Country Code Top Level Domains) such as .EU domains, must be renewed prior to the expiration date of the domain.  The renewal date of .EU domains depends on whether the domain names are set to auto-renew or manually renew.  There is no grace period for .EU domain names after expiration, as the domains must be redeemed for an additional fee.If our customers enable automatic renewal for their .EU domain name(s), GoDaddy first attempts auto-renewal 10 days prior to the domain name's expiration date. If the renewal attempt fails, we re-attempt renewal five days prior to the domain name's expiration date. If the second attempt fails, we make a final attempt on the domain name's expiration date.On July 21, 2015, per the complainant’s account preferences GoDaddy was instructed to automatically renew the .EU domains and attempted to do so in a good faith effort to honor its agreements with the complainant.  The complainant's financial institution declined payment(s).  GoDaddy proactively sent multiple notices pre- and post-expiration to the complainant.GoDaddy sent renewal notices prior to the expiration date on:•    May 2, 2015•    June 1, 2015•    July 1, 2015•    July 16, 2015GoDaddy also sent notices after the failed automatic renewal attempts on:•    July 21, 2015•    July 26, 2015•    July 31, 2015These notices informed the customer their expiring item(s) were at risk of being canceled unless additional action was taken. Account management is a customer responsibility.On July 31, 2015, the complainant’s agreed and purchased term of domain registrations ended.  Later that same day, the complainant contacted GoDaddy’s 24/7 Customer Care Center via online chat to renew the two .EU domain names.  As the registry update had occurred for these domains prior to the complainant’s contact with our support team, the domains again lapsed into a redemption status.  If a customer is manually renewing a .EU domain name, it is recommended to do so prior to its expiration date to avoid any additional associated redemption fees.The complainant was charged the cost of a one year renewal for each of the .EU domain names, and the respective redemption fees to recover the domains.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy is unable to provide the complainant with their requested refund. The complainant allowed their .EU domain name registrations to expire and lapse into a redemption status multiple times over the lifetime of their customer account due to non-renewal in a timely manner.  Account management and renewal of domains is solely a customer responsibility and the complainant agreed to this when they registered domains through GoDaddy.  While we make a best effort to partner in our customers’ successes, our customers must also be responsible for their actions or lack thereof.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,

[redacted]Office of the CEO - GoDaddy

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was not able to include the reason I rejected the response to my complaint.The reason a rejected it is that the response is absolutely false. There records have been either mistakenly deleted or deliberately altered. It is not logical to expect a company to keep records of my having bought a domaine name if they have stolen it and sold to someone else!!

Regards,

On Sat, Oct 3, 2015 at 8:04 AM, Olan Douglas Webb <[email protected]> wrote:
I was not able to include the reason I rejected the response to my complaint.
The reason a rejected it is that the response is absolutely false. There records have been either mistakenly deleted or deliberately altered. It is not logical to expect a company to keep records of my having bought a domaine name if they have stolen it and sold to someone else!!
On Sat, Oct 3, 2015 at 8:04 AM, Olan Douglas Webb <[email protected]> wrote:
I was not able to include the reason I rejected the response to my complaint.
The reason a rejected it is that the response is absolutely false. There records have been either mistakenly deleted or deliberately altered. It is not logical to expect a company to keep records of my having bought a domaine name if they have stolen it and sold to someone else!!

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:• Universal Terms of Service Agreement• Marketing Applications AgreementOn June 10, 2014 our customer purchased our Search Engine Visibility service for a one-year term via an online transaction.  This was for the period ending June 9, 2015.  Search Engine Visibility is an Internet-based search engine optimization and submission tool that assists users with optimizing their website.The domain name our customer configured this product for is not the [redacted] domain name specified in the complaint.On June 9, 2015; per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a good faith effort to honor its agreements with the customer. GoDaddy sent a renewal notice prior to the expiration date on May 31, 2015. This notice informed our customer their expiring item would be renewed in accordance with their account settings unless additional action was taken. GoDaddy provides customers with full control over the automatic renewal feature associated with their products.  Customers may, at any time, log into their account and modify this preference.  Account management is a customer responsibility.On June 24, 2015 GoDaddy was notified that our customer had disputed the aforementioned transaction through their issuing financial institution.  Resolution:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.  The product purchased by our customer performed as expected.  Contrary to our customer's statement, the automatic renewal preference for the service was not disabled prior to the renewal transaction.  The In-Store Credit within our customer’s account, in the amount of $19.78 has been returned to the original payment method utilized in their transaction.  GoDaddy will provide a refund for the latest Search Engine Visibility renewal transaction in accordance with our Refund Policy once the product has been canceled. Education:Our customer may find the following articles helpful:Managing Renewals for Products and Services - https://support.godaddy.com/help/article/725/managing-renewals-for-products-and-...⇄ Products-https://www.godaddy.com/help/canceling-products-7468Refund Policy – https://support.godaddy.com/help/article/8849/refund-policySearch Engine Visibility V1 FAQ-https://www.godaddy.com/help/search-engine-visibility-v1-faq-6541Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Regards,Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260

Dear Dispute Resolution Consultant,
Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer. We have reviewed this matter and would like to present the following.
We stand by our previous response. As advised, during the transfer purchase, our clients can opt to allow the domain name to continue to point at its existing hosting service provider, or can choose to allow the domain name to be redirected to GoDaddy’s parked nameservers. Our customer has been provided instructions multiple times on how to update their domain DNS settings. As such it is our customer’s responsibility to modify the domain DNS via online within their GoDaddy account. Should they need assistance they may reach out to our 24/7 customer care team at ###-###-####.
Thank you again for the opportunity to address and bring clarity to the concerns presented by the customer.
Kindest regards,
[redacted] Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260

Dear

Dispute Resolution Consultant,
Thank

you for the opportunity to address and bring clarity to the additional concerns

presented by our customer. We have reviewed this matter and would like to present

the following.
We

stand by our previous response. GoDaddy sent notices to our customer prior to

and after expiration. The notices are sent as a courtesy, and it is a

customer’s responsibility to ensure their products and services are renewed in

a timely fashion.
The domain name correctly followed the normal expiration

life cycle, and was canceled due to non-payment. Another party has since

acquired the domain. As such, we consider this matter to be resolved.Thank you again for the

opportunity to address and bring clarity to the concerns presented by the

customer.
Kindest

regards,
[redacted] Office of the CEO – GoDaddy[redacted] Scottsdale, AZ 85260

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant.We stand by our previous response.  The only payment made to GoDaddy for the hosting service in question was the initial purchase on November 18, 2014 for a one-year term. This hosting plan was purchased to replace another hosting plan of the same type the complainant had previously utilized and was canceled due to non-payment. Upon cancellation, the email credits provided at no cost with the previous hosting plan were subsequently canceled. This is the same scenario the complainant has recently experienced.On October 19, 2015 the complainant had renewed their domain name registration for an additional year.  However, the complainant chose not to renew the hosting plan at that time. Additionally, GoDaddy does not arbitrarily make unauthorized changes to customer accounts, including password changes. GoDaddy will assist customers with gaining access to an account when login information may not be known.On December 18, 2015 the complainant purchased a new hosting plan for a one-year term.  This is for the period ending December 18, 2016. We recommend the complainant make note of the expiration to avoid future product renewal problems; account management is a customer responsibility.The complainant may find the following article helpful:Resetting cPanel Email Passwords-https://my.godaddy.com/help/resetting-cpanel-email-passwords-9170Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260