MDR (Painting the Town)

To Whom it may concern.We respond to this complaint as follows.Upon review of this complaint, we were able to locate a charge in the amount of $68.35 that occurred on February 5,2016 to Mr. [redacted]s credit card on file ending in [redacted]. Our records show that Mr. [redacted] cancelled his account with us in...

February of 2016 however, a refund was not processed. Unfortunately, we are unable to issue a refund to the credit card charged as our system does not allow us to process credit card refunds for charges that occurred more than sixty days ago. We are more than happy to issue a refund to Mr. [redacted] for the amount owed via check or [redacted] as a refund should have been processed at the time the account was cancelled.We have reached out  to Mr. [redacted] via phone to inform him of this but have been unsuccessful in reaching him. We will continue to reach out to Mr. [redacted] regarding this matter to ensure the matter gets resolved. Sincerely,[redacted] Customer Relations

To Whom it may concern,We respond to this complaint as follows. Mr. [redacted]  contacted us on January 5,2017 in regards to his website and email being down. Our technical team informed Mr. ** that URL he was using for both his site and email ([redacted] ) was a test URL that...

was provided by Legacy Verio with [redacted] which was intended to be used for testing purposes.Unfortunately, the URL ""[redacted]" would have not migrated over to the new platform as it was associated to the legacy server and not an actual registered domain name. Sincerely, Verio Customer Relations

To Whom it May Concern,We respond to this complaint as follows. Upon receiving this complaint and the additional follow up information with provided screenshots we were able to determine that Mr. [redacted] had created two accounts. One account was created on November 02, 2015 and the second account...

was setup on November 10, 2015. Mr. [redacted] canceled the first account on November 23, 2015 and was issued a refund in the amount of $16.99. The second account he purchased a quartly hosting plan which was renewed for a 1 year term on February 05, 2016. Mr. [redacted] contacted our support for assistance with information on how to transfer his domain name to iPage as well as uploading his website files to his new hosting account on multiple occasions. On December 27, 2016, Mr. [redacted] contacted our support in reference to an email he receive reminding him of his upcoming renewal for his account. He advised our support agent that the account should have been canceled and requested a refund for the renewal that took place on February 05, 2016. The agent he spoke with advised him that he could cancel the account for him but unfortunately we would not be able to refund as it was much outside of our 30 day refund policy. After speaking with Mr. [redacted] on January 05, 2017, it appears he did not realize he had two accounts and believed he had canceled everything on November 23, 2015. Although the renewal had taken place over ten months ago, as a courtesy we have gone ahead and issued Mr. [redacted] a refund in the amount of $23.88 back to his card. Both of his accounts are canceled and will not accrue any further charges. Thank you,iPage Customer RelationsTo Whom it May Concern,We respond to this complaint as follows. Upon receiving this complaint and the additional follow up information with provided screenshots we were able to determine that Mr. [redacted] had created two accounts. One account was created on November 02, 2015 and the second account was setup on November 10, 2015. Mr. [redacted] canceled the first account on November 23, 2015 and was issued a refund in the amount of $16.99. The second account he purchased a quartly hosting plan which was renewed for a 1 year term on February 05, 2016. Mr. [redacted] contacted our support for assistance with information on how to transfer his domain name to iPage as well as uploading his website files to his new hosting account on multiple occasions. On December 27, 2016, Mr. [redacted] contacted our support in reference to an email he receive reminding him of his upcoming renewal for his account. He advised our support agent that the account should have been canceled and requested a refund for the renewal that took place on February 05, 2016. The agent he spoke with advised him that he could cancel the account for him but unfortunately we would not be able to refund as it was much outside of our 30 day refund policy. After speaking with Mr. [redacted] on January 05, 2017, it appears he did not realize he had two accounts and believed he had canceled everything on November 23, 2015. Although the renewal had taken place over ten months ago, as a courtesy we have gone ahead and issued Mr. [redacted] a refund in the amount of $23.88 back to his card. Both of his accounts are canceled and will not accrue any further charges. Thank you,iPage Customer Relations

To Whom it May Concern, We respond to the complaint as follows. We want to to clarify information regarding the domain lock and [redacted] issue Mr. [redacted] is currently experiencing. [redacted] is an [redacted] (Internet Corporation for Assigned Names and Numbers) accredited domain registrar and is...

therefore required to abide by [redacted]’s rules, regulations and policies as well as the Registrar Accreditation Agreement (“RAA”) (available at: [redacted]). This accreditation allows [redacted] to sell domain names. By registering a domain through [redacted], Mr. [redacted] agreed to be bound by [redacted]’s Terms of Service and Domain Registration Agreement (available at [redacted]). Upon investigation into our records, on April 10th, 2018 Mr. [redacted] attempted to update the registrant email address for the domain, [redacted], from [redacted] to [redacted]. We can confirm that the domain contact information was updated, however, it appears Mr. [redacted] did not opt out of the [redacted] 60-day trade lock when approving the domain contact update. To provide more context, you generally cannot transfer a domain name to a new registrar within 60 days of making a change to your contact information if you do not opt out of the [redacted] 60-day trade lock. This rule is put in place for customers’ protection to prevent unauthorized transfers and not to inconvenience customers in any way. This being said, Mr. [redacted] is able to fully manage his domain name (such as updating DNS records and/or nameservers) from within his [redacted] account until the 60-day trade lock has expired. Please see the following link for more information on [redacted]’s trade policies ([redacted]). At this time, Mr. [redacted] currently has 52 days left until the trade lock expires for the domain [redacted]. Once this trade lock has expired, Mr. [redacted] will be able to transfer the domain to the provider of your choice. Regards, [redacted] Customer Relations Team

To Whom It May Concern, We respond as follows to this complaint. On Jan. 12th. 2016, Mrs. [redacted] reached out to our support staff to see if she could set her hosting account, domain, and products/addons to manual renew. This action would effectively let her account live out its life until the...

paid terms ended and the account would then be deleted. This interaction was set up through email. Our agents misunderstood what Mrs. [redacted] was requesting and left two products set to auto renew; Directory Listing, SiteLock and SubmitNet - Basic Submission. When these products came up for renewal they were charged to the card we had on file. The card was expired as Mrs. [redacted] was letting the account live out its term and did not need anything current on file. These three products then went into their past due stage which set her account to be suspended. We received Mrs. [redacted]’s Revdex.com complaint on Feb. 17th, 2016. In her complaint she states that after clear instruction we had left products on her account to renew and then had shut down her account when they went into a past due status. On Feb. 18th, Mrs. [redacted] was able to get in contact with our Billing Support team who was able to resolve her billing issue by canceling the offending products and lifting the suspension on her account. Per Mrs. [redacted] Revdex.com complaint, her request to rectify what had happened would be to have the billing mishap corrected and her website services restored. Since this resolution we have reached out to Mrs [redacted] to follow up on her customer service experience. She has stated that, although she was very frustrated by how the situation was handled, that her issue is resolved. Our stance on this issue is that we have left our offer for compensation open has we still wish to work with any lingering frustrations that Mrs. [redacted] is facing due to her customer service experience up to this point.

We reached out to Mr. [redacted] and offered a few months of service free of charge as well as a direct line of communication to a senior support manager in case he ever has urgent issues requiring more immediate attention.  Alternatively, if he was not interested in this offer, we could provide...

a full refund.

To Whom It May Concern,We respond as follows to this complaint.Ms. [redacted] contacted us on January 15th, 2016 and requested to cancel her account by replying to an email that was sent to the email address on file infomring Ms. [redacted] of an autorenewal for active domain services on her account. Our...

billing department informed Ms. [redacted] that there was a past due balance on the account of $407.19 and explained what the balance was for. Our billing team informed Ms. [redacted] that we would be able to cancel the account immediately per her request but we would first need her to verify the account in order to proceed with the cancellation. Ms. [redacted] never responded. We then contacted Ms. [redacted] via phone and were able to confirm that she did want to cancel the account immediately. We can confirm that Ms. [redacted] was not charged for the past due balance of $407.19 and the account has been canceled as of January 25th,2016. Thank You,Fatcow Customer Relations

To Whom it may Concern,In reviewing Mr. [redacted]’s complaint it was determined that the account was automatically canceled on 12/12/2017 due to non-payment.  On 12/30/2017, [redacted] withdrew $119.76 for the hosting plan as the payment method set via [redacted] for recurring subscription was not...

canceled.   On 1/3/2018 Mr. [redacted] contacted eHost that he was charged $119.76 after the account was canceled.  He was refunded the $119.76 as that was the payment paid to eHost..On 1/16/2018, Mr [redacted] contacted eHost to request that eHost refund him the $30.00 overdraft fee.  The eHost supervisor spoke to the customer that at the time of registration, Mr. [redacted] had set up his method of payment via [redacted] and that process creates a recurring subscription on the customer account. The supervisor also explained to Mr. [redacted] that if the subscription was not canceled with [redacted] when the account was canceled with eHost, the customer will be billed again by  [redacted] until Mr. [redacted] cancels with [redacted].  The eHost supervisor further explained to Mr. [redacted] that our system will not allow us to refund the overdraft fee as that was not a charge that was paid to eHost.  In good faith, eHost had fully refunded Mr. [redacted] $119.76 which was what he had paid and we cannot honor the overdraft fee of $30.00 because our system will not allow us to refund anything that is not paid to eHost.Yours faithfully,eHost Billing Support

To whom it may concern, We respond to this complaint as follows. We understand the concern for security when it comes to those documents. We'd like to remind Mr. [redacted] that we are a secure business, and our communication channels that we use such as our ticketing system are encrypted and secure. At this time we have been unable  to locate the charges in question in our system. In order to assist Mr.[redacted] any further we respectfully ask that  he provide us with the necessary documents in order to prove his purchase. As stated in our previous response we will need  proof a copy of a bank statement/statements outlining the charges. We unfortunately  have no adequate documentation from Mr.[redacted], or in our billing systems to prove the additional purchases exceeding the original purchase of $577.07. Sincerely, Bluehost Customer Relations.

To whom it may concern:We respond to the complaint as follows. The complainant stated that she renewed the domain on April 25, 2016 but it was still showing expired in Domain Central. An agent updated the back end information so their website would show that the domain information was renewed....

However, the domain was expired and once the domain fully expired, it was purchased by a third party on May 25, 2016.[redacted] contact us several times that week to try and obtain her domain name back into her account. Since the domain was purchased by a thrid party, she was unable to get access to the domain. As of right now, we have reached out to the new owner of the domain '[redacted].org' to try and purchase the domain back into her possession. We are awaiting a response from the new owner but we will remain in contact with [redacted] until we are able to get this issue resolved.Regards,Dotster Customer Relations

We are unable to find an account for the customer. We've reached out to her via phone and email to gather more details about the account in question but have not heard back yet. Thank you!

To Whom it may concern.We respond to this complaint as follows.During a routine site scan Ms. [redacted]'s website was detected to have Malware and as a result her website was temporarily suspended. Per our terms of service, if an account is found to have Malware (infected files), the account...

will be temporarily suspended until the web files are cleaned or removed from the server. This is done as a security measure to protect the viewers of the website as well as other customers websites who are on the same shared server. Unfortunately, our support team does not assist customers in cleaning web files that have been infected with viruses as cleaning site files is out of our scope of support. However, we do offer an additional feature called [redacted] in which customers can purchase at anytime by contacting our web advisors. [redacted] is  a security feature that will scan website files for viruses such as malware  and will clean the files on the customers behalf. As a gesture of goodwill, we have unsuspended Ms. [redacted]'s website and have applied one months worth of [redacted] to the account at no cost to her. At this time [redacted] has been enabled  Ms. [redacted]'s website and is in the processes of cleaning the site. Once the web files have been cleaned , Ms. [redacted] will receive a confirmation email informing her that the files are no longer infected. In closing, it appears Ms. [redacted]'s website was built using a third party application or custom code and not built using a builder offered by iPage. We recommend that Ms. [redacted] or a  web developer update any outdated code on the site as outdated code can make the site vulnerable to hackers and viruses. Sincerely, iPage Customer Relations

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].
The Shopping cart STILL DOES NOT WORK. I request that [redacted].of the Executive Response Team explain how they would use my shopping cart as it is displayed in the screen shot. I do not find this to be a solution to loading [redacted] as they had advertised. AS I SAID PREVIOUSLY, his needs to be worked on until users can COMPLETE A TRANSACTION!!! Now I have to pay ANOTHER $24.95 to keep my old host to use my old installation of the shopping cart until this is resolved. I REFUSE to close this case until I have a fully operational version of [redacted] and reparation of the money I have had to spend to have a functional shopping cart until they repair the one they offered. Now I require a total of $49.90 and will require that amount each month going forward that this is not FIXED!!!
Regards,
[redacted]

To Whom It May Concern,We respond as follows to this complaint.We were contacted by both [redacted] and [redacted] initially on July 30th, 2016 regarding the status of their domain name conceptphysio.com.  The domain name renewal was paid for, however it did not process immediately as...

the domain name was registered through one of our legacy registrar partners.  Because of this, the domain name renewal did not go through and continued to cause issues with both the customer’s email and website.This issue was escalated, however the main issue of the domain renewal was not dealt with until August 6th, 2016.  This caused extended issues and much frustration on [redacted]’s end.  We believe that we could have handled this situation in a much more effective fashion and as a courtesy to our customer, we have provided them with a year of hosting and a domain name transfer to move their domain name to a much more manageable platform.At this time, we can confirm that the issue has been resolved and the domain name, website and email are all functioning properly againThank you,iPage Customer Relations

Mr. [redacted], Thank you for bringing this matter to our attention. I would like to sincerely apologize for the experience you've had so far with our Support regarding your VPS Hosting. I have shared your experience with our team to ensure that we take this as an opportunity to better our service and provide the outstanding customer service we strive to achieve. It is always our goal to provide our customers with a one-call resolution; however, we recognize that this is not always the case in certain circumstances. Even so, the lack of communication you have received regarding your email issues is not our standard and I ensure you that I will work with our teams towards delivering that quality we endeavor. Regarding the previous Revdex.com #[redacted] and your inability to send emails, my team has been committed to troubleshooting the issue and fully resolving the problem that occurred. We were able to successfully send and receive mail from Webmail without any difficulties. As for the emails that have been showing as 'Frozen' in the queue, these emails were going to an address that is trying to deliver to the root of the server. These are emails that are system generated responses for the server; they are created and 'Sent' if, for example, a cron job is made or if the server is recording a status change: it has been rebooted, active, inactive, etc. Furthermore, all other emails are delivering as intended at the time of sending. Lastly, please accept my apology for the miscommunication you've received regarding your VPS hosting and the capability of your Webmail. I will arrange for our agents to have continued education on these subjects in order to avoid situations like this in the future. Along with ensuring further education and understanding of our system for our agents, we will also provide corrective action to the necessary agents with the goal of meeting our one-call resolution standard. Additionally, we would like to offer you a credit for two months of your current VPS hosting package, a value of a value of $71.98 as well as two months of G Suite for a bundle of thirty individual licenses, a value of $300.00. We would like to offer you this as both are suited for large enterprises and offer a customizable email and hosting environment.  If you would like me to give you a call at a time suitable to you, please let me know. Feel free also to respond to this email with any further concerns you may have. Kind regards,  [redacted]Customer Relations Team Endurance International Group

It appears the refund of $32.76 was not applied to the customers [redacted] account. Instead of contacting us to let us know he had not received a refund he issued a complaint to the Revdex.com and also issued a chargeback on [redacted] for the full $47.76.We sent an email to the customer on 10/30 stating "We...

received your complaint and thank you for bringing this to our attention. There was a delay with issuing the refund and we'd like to make this right for you. Since you've disputed the transaction with [redacted] and the funds have been held and reversed, we'll need you to reverse the dispute so we can refund the money to you. Let me know how you wish to proceed."The customer replied "Once my account accurately reflects the correct balance and only then willI resolve all disputes."As the customer did a chargeback we technically need him to cancel the dispute with [redacted] so we can issue the refund. As the customer is refusing to do this we did send a partial refund in response to the [redacted] dispute. The customer will need to login to his [redacted] and click on accept to accept the refund of $32.76.At this time we have done everything we can to get the amount of $32.76 back to this customer.Thank you,Endurance International Group

To Whom it May Concern,We respond to this complaint as follows. Ms. [redacted] contacted us on January 3rd, 2018, regarding her domain pointers not functioning as they should. After some troubleshooting, our support agent discovered that there was no active hosting package on the account. What...

this means is that Ms. [redacted] would normally have to pay for hosting to have the website up and running not just the domain name. While investigating we ran into an issue of Ms. [redacted] account getting deleted. As of right now, we are still investigating why this has happened to make sure it does not happen again. In light of this experience, we were able to restore the account and have notified Ms. [redacted] to the email address on file [redacted] on any additional steps to take to make sure she gains access to her account. Furthermore, we have taken the liberty of giving Ms. [redacted] a free year of hosting services due to this inconvenience and frustration that was caused. We would also like to take this time to apologize to Ms. [redacted] and thank her for bringing this to our attention so that we may better improve our services and customers experiences. Regards,iPage Customer Relations

We respond as follows to this complaint. Mr [redacted] signed up for our services on March 30th, 2016 for an annual plan with iPage. We did reach out to him via email ([redacted]) on February 13th, 2017 and on March 10th, 2017, to inform him of the auto renewal that would charge...

to his [redacted] on March 15th, 2017. He did contact us on March 15th, 2017 after these charges occurred inquiring about what the charges were for. At that time he put in the request to downgrade the account and receive a refund. Our representative did attempt at that time to refund the $155.40 however our system failed to process. At this time we have attempted once again to refund this amount back to his [redacted] but appear to be experiencing issues and we are working with [redacted] to resolve this and will be updating Mr [redacted] of any updates or developments. We have also attempted to contact Mr [redacted] in attempt to refund this amount onto a credit card to speed up the process and have yet to receive a reply.   We will continue to work towards a resolution and to get Mr [redacted] a refund.Sincerely,iPage Customer Relations

To Whom it may concern, We respond as follows to this complaint. Ms.[redacted] contacted our chat support team on December 12th, 2015 and asked that we cancel her account and  provide a refund of $366.63 that was charged to her credit card on file for services that were set to...

auto renew. Our support team then asked Ms. [redacted] for the reason as to why she was cancelling her subscription and offered a discounted rate to continue her services with iPage. However, Ms. [redacted] denied the offer and asked that we continue with cancelling the account and refunding her. Our support team then refunded the full amount of $366.63 back to the credit card charged and set the account to cancel on December 13th, 2015 per Ms. [redacted] request. We attempted to contact Ms. [redacted] on December 17th, 2015 as well as on December 18th, 2015 via email as well as phone to gather additional information as we were unable to locate an account in our system using the information provided in the Revdex.com complaint however, we were unsuccessful. We then phoned Ms. [redacted] on December 21st, 2015 and were able to get speak to her and confirmed that the refund was processed and her account was cancelled. Thank you,iPage.com Customer Relation

To Whom It May Concern,We respond as follows to this complaint.Mr.[redacted] contacted us on January 10th,2016 and inquired about a charge of $35.90 to his credit card for additional services that renewed on December 8th,2016. Our billing team was able to explain to Mr.[redacted] what each service was for...

in detail. On January 13th, 2016 we were alerted by Mr. [redacted]'s bank that the charges were disputed. Per iPage's billing policy, if a charge is disputed with the bank a suspension plus a chargeback fee is applied to the account. Additionally, pursuant to these policies, if a chargeback is reversed the customer must supply documentation from the bank confirming such actions were taken. Mr. [redacted] has been encouraged to do so each time he has contacted us for a resolution. However, we have not received such documentation. We are happy to work with Mr. [redacted] to help resolve these issues. We have attempted to reach Mr. [redacted] directly in order to expedite and simplify the chargeback resolution process. Mr. [redacted] is encouraged to respond to the email that our customer relations team sent directly with bank documents in order to move forward and resolve this matter. Sincerely,iPage Customer Relations