MDR (Painting the Town)

To whom it may concern, We respond to this complaint as follows. Mr. [redacted] contacted our web advisors via chat on October 14,2016 and inquired about the renewal of his account.  We can confirm that the advisor  who assisted Mr. [redacted] renewed the hosting on Mr....

[redacted]'s account for one year at the discounted rate of $71.40 however, the advisor did not inform Mr. [redacted] that his domain name was scheduled for renewal on November 17,2016. Although,  domain renewals are solely the customers responsibility to manage and maintain as stated in section eight (8) of our domain registration agreement located here : [redacted] we feel that the advisor should have done their due diligence and informed Mr. [redacted] of the upcoming domain renewal. As a gesture of goodwill, we have renewed Mr. [redacted]'s domain name ([redacted]) for one (1) year at no cost to him. The next renewal date will be on November 17,2017. Regards,iPage Customer Relations

We have issued refunds as follows and will cancel the customer's account:$3.99 for iPage Essential Web Hosting Plan$12.95 for Site Backups and Restore service$ 9.99 for Domain Privacy service$16.99 for .org registration fee for one yearIn addition, we will retain ownership of the following...

domains:mylifeismycanvas.commylifeismycanvas.org

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Yes, they rebuilt it and I rejected because it wasn't completed and after 5 months of frustration I told them to stop.  I will not accept your token $150.  There was never a written contract provided by The design services team stating their services were non refundable.  I hired another copy  and don't need or want their services.
Regards,
[redacted]

To Whom it May Concern,We respond to the complaint as follows. Mr. [redacted] contacted us on December 6th, 2017 regarding his domain purchase and hosting plan pricing that we offer to our new customers. We would like to apologize for any confusion our billing has caused and would like to take the time...

to answer Mr. [redacted] questions. After looking into Mr. [redacted] account we see that he has been refunded a total amount of $20.87 back to his credit card that he originally purchased the domain name with. As with our pricing structure, we offer reduced introductory rates for new customers as seen when you go to our page link listed below. This page shows the monthly cost pricing along with what the different packages come with. When you get to the check out page it requests that you pay annually as we do not offer month to month payments until after the first year with us is over. We would like to also mention that on the first page originally showing our introductory pricing we do offer a link showing the normal rates in which a customer can click on to view what rates would normally be located at the bottom of the page. We have included that link for that page below as well. [redacted]
[redacted]
We would like to apologize for any confusion our pricing may have caused and are saddened that Mr. [redacted] did not have a good customer experience. We would like to thank Mr. [redacted] for his feedback as it is valuable so that we may take this information to better improve our customers' experiences in the future.Regards,BlueHost Customer Relations

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

To Whom it may concern,We respond to this rebuttal as follows.We have performed a thorough review of Ms. [redacted] account as well as her contact history and as stated in our initial response we have been able unable to locate any contacts made to our support team by Ms. [redacted] in 2015 requesting a cancellation. In addition, we can confirm that the credit card ending in [redacted] was the credit card charged toward the renewal services. Generally, credit card companies or bank institutions will allow a reoccurring charge to go through on an a credit card that has expired or canceled as long as the bank account that the credit is associated to the credit card is still active and open. We would like to apologize to Ms. [redacted] for any inconvenience this matter may have caused her and would like to thank Ms. [redacted] for providing us with her feedback in regards to her customer experience with us. Feedback from current customers or previous is always appreciated as we are always looking for ways to improve our servicesSincerely,iPage Customer Relations

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
[In regards to the business response, I did open an account, however, after numerous phone calls and being transferred to different departments  and on the phone for more than 1 1/2 hrs in order to resolve set up conflicts, I asked for a complete refund. This account was not active no more than 2 hrs. I was told in an email from a representative that I would get a complete refund, and a complete refund was not given. I paid a total of $80.54 and was only refunded a $12.00 in one transaction on 12.21.17, and then $57.75 in another transaction on 12.22.18. I have entered a copy of the email in this response. I would not have chosen a full refund if I had been treated in a professional manner when I called in for help and none of the representatives were knowledgeable in helping me with the setup, transferring me from department to department, which ultimately led to my wanting a full refund. All I want is my money in complete so that I may move past this.]
Regards,
[redacted]

Good Morning, Unfortunately the information in the last rejection is not accurate. The domain registration was purchased in conjunction with the hosting services and was registered prior to the request for a refund on the SiteLock service. The domain will remain owned by Mr. [redacted] for 1 year and he can transfer it away after 60 days of registration, however we do not provide free domain registration services if the domain is to be kept. If he does not wish to keep the domain registration, we would be glad to refund the $15.00. http://ehost.com=============================*Prices valid for initial term only and automatically renew at the regular rate. If you register a free domain with us and choose to cancel your account, you will be charged a $15 domain fee if you'd like to keep your domain.=============================

To Whom It May Concern,We respond as follows to this complaint.Mr. [redacted] contacted us on April 24,2016 to cancel his subscription with [redacted] and requested a refund of $476.13. Our billing team processed the cancellation and refunded the full amount of $476.13 back to Mr. [redacted]'s method...

of payment that was charged, on April 24,2016.  The refund shows to have been completed on our end in which we have provided Mr. [redacted] with the transaction numbers as confirmation to provide to his financial institution to confirm the refund has been processed. Sincerely,[redacted] Customer Relations

To Whom it may concern,We respond to this complaint as follow.We have reviewed Mr. [redacted]'s account and can confirm that the credit card on file was charged a total amount of $194.39 for a 1 year automatic renewal of the IPowerPro Hosting Plan($179.40) and Domain Privacy($14.99). On 07/14/2017 we can...

confirm that Mr. [redacted] contacted our support team regarding this charge and was issued the following refunds. Refunds: 07/14/2017 - Domain Privacy - 1 Year : $14.99 07/14/2017 - IPowerPro Hosting Plan (pro-rated partial - $77.72 Total = $92.71 The representative who assisted Mr. [redacted] offered a discounted rate for the hosting plan renewal in the amount of $95.40 as opposed to the $179.40 standard renewal rate that was charged. However, it appears  that the agent refunded a pro-rated difference in the amount of $77.72 as opposed to the full difference of $84.00 when switching the renewal offers. Upon further review of Mr. [redacted]'s account , it appears he contacted our support team again on July 14,2017 and asked that his account be downgraded to a domain parked account. Mr [redacted] also requested a full refund for the recent charge that occurred. Regretfully, it appears that there was an issue with our merchant system when trying to refund the remaining $95.40 therefore, the representative who assisted Mr. [redacted]  escalated a ticket to our billing specialists. We are happy to say that we have been able to successfully issue the remaining amount for a full refund back to Mr. [redacted] in the amount of $101.68 as of July 20,2017. Please note, it can typically take up to 5-7 days for your bank to release the funds into Mr. [redacted]'s account.Refunds: 07/14/2017 - Domain Privacy - 1 Year : $14.99 07/14/2017 - IPowerPro Hosting Plan (pro-rated partial) - $77.72 07/20/2017 - IPowerPro Hosting Plan (full remaining) - $101.68 Total = $194.39 We would like to thank Mr. [redacted] for sharing his feedback with us in regards to his recent customer experience with our support staff. We have taken the necessary internal action; as well as provided  coaching and training for both our management and support teams as we feel we could have done a better job at assisting Mr. [redacted] with this matter. Sincerely,iPower Customer Relations

To whom it may concern, We respond to this complaint as follows. After review of Ms. [redacted]'s complaint we have been able to review the previous interactions shared in regards to this issue. We would like to advise Ms. [redacted] that the EPP code that she had provided to the billing department...

is still valid. It is not necessary for Ms. [redacted] to send in any additional ownership documentation as a valid EPP code is proof of ownership for the domain. Ms. [redacted]'s domain is also unlocked and ready for them to initiate the transfer at their leisure. We have also created a ticket in order for Ms. [redacted] to validate their account with us before we are able to proceed with the cancellation. If they could please respond to our e-mail (ticket ID: [redacted]) providing the last 4 characters to their account password as well as restating the desire to cancel their account, we will be able to process it for them right away. In closing, we would like to apologize for any inconvenience or frustration this has caused Ms. [redacted]. We understand that this has been a long process for Ms. [redacted] and we'd like to thank them for their patience throughout this process. Should Ms. [redacted] need any additional assistance or have any further questions we encourage them to reach out to us. It is never our intention to create an unsavory experience for our customers, and we hope for the chance to provide a better experience in the future. Regards, JustHost Customer Relations

Customer inquiry: "1) Have someone with technical experience, who actually knows what they are talking about, thrououghly examine my site and verify what version of [redacted] I am using. Again, this link proves the version. [redacted] Admit your last claim was incorrect."Response by PowWeb: The customer is absolutely correct and we thank him for pointing this out. It's possible [redacted] is pointing to an older installation, or the customer did not use our automated tools to perform the upgrade. Nevertheless, the customer can update the version number reflected in [redacted] by logging into [redacted] and clicking the Advanced tab. From there, he can click "Update version" to manually upgrade the version listed in [redacted]. Please let us know if we can assist further with this.Customer inquiry: "2) Provide a detailed list (including paths) of any files you claim are malicious, along with the dates they were uploaded to your server and from what IP they were uploaded from."Response by PowWeb: We aren't aware of any malicious files currently on the account. We will run another malware scan and provide the results to the customer directly. Depending on the number of files on the account, malware scans can take a while but we'll let the customer know the results as soon as possible.Customer inquiry: "3) Explain why a company that has been hosting websites for almost 20 years has no security in place to guard against injection of malware. However, you claim this protection is available, at twice the cost of hosting a website. Explain how this is ethical. "Response by PowWeb: As explained previously, injection of malware can occur if the customer is running out of date software on the server. In this case, the customer was running version 3.9.8 prior to this incident. After the attack, the customer upgraded to the latest version of [redacted]. Now the customer will have protection against future malicious attacks. [redacted] is open source software and it's easy to find information about vulnerabilities in prior versions. Unfortunately, hackers use this information to their advantage and attack users who are running older versions of the software. Going forward, we recommend checking for [redacted] upgrades on a regular basis, and upgrading any themes or plugins as well. We also suggest running regular malware scans for additional protection. The quicker malware is identified the quicker the issue can be remedied and lessen the damage to the customer web site.

To whom it may concern:We respond as follows to this complaint. We notice that the customer created an account in 2011 and has renewed on an annual basis since this time. When a customer creates an account with iPage, they must agree to the Terms of Service, which indicates that services will renew...

on an automatic basis to the payment method stored on file. Pursuant to this policy, if the customer wishes to discontinue services they must contact us with this request. There is a 15-day window for requesting a refund on service renewals, which [redacted] has exceeded. As a courtesy we will offer a full refund of $155.40 with cancellation of the account. We have reached out directly to [redacted] in order to verify the account for security and process these changes. Regards,iPage Customer Relations

To whom it may concern,We respond to this complaint as follows.Prior to commission payments being processed all sales are reviewed for qualified commissions. When reviews are performed we use the guidelines set forth on the affiliate agreement to determine eligibility of a sale. It appears the sale...

of "[redacted]" generated in February 2017 was deemed as unqualified for commission due to the lack of account activity. For sales to qualify for payable commissions we require moderate growth from the referred customer's account.If the sales lacks appearance of growth within 30 days of signup then commissions are either held for further review or forfeited. Per the Affiliate Agreement, iPage reserves the right to withhold initial Commissions Fees for Affiliates who are new to the Affiliate program, or who have commissions that are potentially fraudulent as determined by iPage in its sole discretion, to determine the legitimacy and cancellation rates of Referred Customers.[redacted]However, as a gesture of goodwill we submitted a manual payment request on July 5th, 2017 to have the sale of '[redacted]' paid out to Mr [redacted]. We can confirm that payable commissions were paid out on August 3rd 2017 to Mr [redacted]'s payment method on file. Sincerely,iPage Customer Relations

To Whom it May Concern,We respond to this complaint as follows. Mr. [redacted] contacted our support on December 04, 2016 to change his hosting plan to not renew in the next term. Due to an error with our billing system, his hosting plan renewed on January 19, 2017. On January 24, 2017, Mr....

[redacted] contacted our support team regarding this charge and was issued an immediate refund that day. Unfortunately, the refund was issued to an account that had been closed and his bank had trouble tracking the refund issued which incidentally caused his bank to mistakenly issue a chargeback. When a chargeback is issued for a hosting plan, our system automatically suspends the account pending a resolution. Mr. [redacted]'s bank was able to track down the refund and move it into his active account but unfortunately, they still issued the chargeback which in turn suspended his account. On March 02, 2017 after reviewing Mr. [redacted]'s account we immediately removed the suspension from his account and spoke with him by phone. We have provided Mr. [redacted]'s feedback and experience with our Developers as we are working to revamp and improve our billing system to provider a better customer experience. In addition we have also provided the proper training to both our management and support teams regarding proper communication with our customers to try and prevent our customers from having a non pleasant customer experience. Mr. [redacted] followed up with us by phone on March 06, 2017 to advise us that his bank has now reversed the chargeback and considers this matter resolved. Thank you,StartLogic Customer Relations

Greetings,We can certainly understand the desire to keep personal information secure, however we do maintain record of our customers interactions in the event of a possible audit. We must also point out that we have a strict privacy policy in regards to how we manage this information...

: https://asmallorange.com/legal/privacy/Although we do need to maintain record of our customers for possible legal purposes, due to this request, we have now disabled this billing account so it is no longer accessible.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. Once I have received the refund, I will consider the case as resolved, with appreciation to the Revdex.com.  I would recommend that the business adopt charging practices that better protects the consumer, and protects the consumer's level of trust in the business.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
Revdex.com, this company is committing fraud every day. I had cancelled and back in 2015 after my account was done and closed they had fraudulently charged me one other time.  I reported this claim to my bank [redacted] I had to have my card that they are referencing here in this email ending #[redacted] cancelled and a different card issued.  I had no other contact therein with this company and they illegally hacked me and obtained my new card number only since this past August 2017 charging $20.00, $155.00; $37.00 and some other charges they attempted to charge that my bank denied.. these are all fraudulent charges!  I had to file another fraud claim with my credit card with [redacted] as I had again attempted to contact this iPage and have numerous contact attempts via phone, chat and email and faxed over my bank statement and they keep insisting that they couldn't locate the charges!!@ then asking for more personal information like the first 4 and the last 4 of my credit card number then after complaining about the $20.00 charge then these other charges of the $155.00 and the $37.00 etc popped up! on card # ending #[redacted]... They have NEVER had this card number on file as I hadn't had any other business with them.. even according to their own statement attached they had card #[redacted] which was the first card initially I had that they kept illegally charging after cancellation that they of course don't recall, (like this email screenshot attached they can't locate the charge either initially for $20.00 & kept having me do a song and dance and give them info after I called and chatted then had to email/etc.) & somehow I don't know how through the [redacted] breech or how but hacked my account and stole my credit card number and I'm sure have done to many other victims that don't regularly monitor their records.  I only got a response once I filed a dispute here which even on their website they do not provide their full business name or address to mask their identity to avoid such complaints! They need to be put out of business and stopped from this illegal act of UDAAP violations and preying & stealing accounts.
Regards,
[redacted]