MDR (Painting the Town)

To Whom it May Concern,We respond to this complaint as follows. Ms. [redacted] had a ticket put into our Ownership Department queue requesting access to the domain name 1stscout.com on January, 3rd, 2018. After reviewing the issue and the documents sent in by Ms. [redacted] we are unable to grant...

access to the domain name as the information on the documents do not match the information we have on file. Ms. [redacted] has been notified on five different emails the acceptable documents we can use to complete this ownership process going to the email address [redacted]. At this time we are unable to move forward in this process until we gain one of these documents matching the information already on file making sure that the documents being sent in are clear in English and visible to read.> Business License > Certificate of Incorporation > DBA / Fictitious Name documentation > IRS 501(C)3 "Determined Letter" (non profit organization) We do apologize for the inconvenience and frustration this is causing but we do have a responsibility as a web host and registrar to protect the integrity of any account and domain name that requests are made to gain access to, and as a result, we must be sure that the individual who is requesting this access is entitled, by ensuring that we receive the proper documentation. Regards,iPage Customer Relations

To Whom it may concern, We respond to this complaint as follows.At this time our registrar operations team is looking into this matter further to ensure all aspects are reviewed in this case and a amicable resolution is provided for Mr. [redacted]. We will be reaching out to the customer via ticket...

number [redacted] in regards to this matter. We ask that Mr. [redacted] please update ticket [redacted] should he have any additional questions or concerns regarding this case.  Sincerely,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]

To whom it may concern, We respond to this complaint as follows. Ms. [redacted] has been contacted by our support team on multiple occasions to offer assistance and advice in regards to her multiple filed complaints. Upon review of [redacted] we have found that the website is secured...

by the purchased [redacted] Certificate, even displaying the padlock in the lefthand corner to indicate it is secure. We were unable to find any subdomains on the account to investigate any possible outstanding security issues. In conclusion we'd like to apologize to Ms. [redacted] for any confusion or frustration created by this situation. This incident, and her feedback will be valuable in addressing areas of improvement, and will assist us in improving our customer experience going forward. We would also like to thank Ms. [redacted] for her patience and understanding throughout this process, and we look forward to Ms. [redacted] in the future. Sincerely, Bluehost Customer Relations

To whom it may concern, We respond to this rebuttal as follows. First, we would like to apologize for any confusion we may have caused in our previous response. We can confirm that [redacted]'s account was apart of the Verio migration however, the domain ([redacted])   was provided by [redacted] Verio and was owned by legacy verio ([redacted]) and could not be transferred over . As stated before, the legacy server was shut off on January 16,2017 and  any access to the test URL ([redacted]) was lost.  This is the reason as to why we unfortunately do not have a back up of [redacted]'s email. Customers generally register a real domain for website and email services in which they can transfer their domain between different providers. We recommend that [redacted] register a domain name on his account to prevent scenarios such as this from happening in the future. Sincerely,Verio Customer Relations

To Whom it May Concern,We respond to this rebuttal as follows. Mr. [redacted]s website [redacted] is currently up and running with the SSL certificate active and is now showing the secure https status within the website URL. We understand the importance of having an SSL certificate on your website and apologize for the inconvenience and frustration this has caused. The issue that we have come across was due to [redacted] having an encoding error on their end as stated before. We found out about this on December 25th, 2017, this was discovered after reaching out to [redacted] to check the status of the original SSL certificate for the website after troubleshooting was done on our end. Which at that point is when we were required to process a new SSL certificate as the original one was revoked due to the encoding error. As soon as this was discovered by our end we notified Mr. [redacted] that same day via email to the email addresses [redacted] and [redacted] so that we could get the process started to initiate a new SSL certificate. This was not an ideal situation but was necessary in order to get the secure https to show up on the website [redacted]. As stated before we are unable to compensate Mr. [redacted] the requested amount as this issue was a result of a third party. We would like to apologize to Mr. [redacted] about his experience with our support staff and we are taking this feedback and are taking this opportunity to provide additional training to our support team and managers so that we may better serve our customers in the future. We look forward to working with Mr. [redacted] in the future.Regards,iPage Customer Relations

To Whom it May Concern,We respond to this complaint as follows. Upon receiving Mr. [redacted]'s rebuttal we reached out to him again to address his feedback and were able to come to an amicable resolution. Thank you,FatCow Customer Relations

To whom it may concern, We respond to this complaint as follows. Mr. [redacted] contacted us on August 20, 2017,  in regards to an unknown charge to his credit card in the amounts of $6784.23 and $12,834.24.  The agent who assisted Mr. [redacted] advised Him to contact our...

billing department via email in regards to the charge(s) in question as he was unable to locate the charge in the system.We have reviewed Mr. [redacted]'s account and were unable to locate any contacts to our billing team in the month of August 2017 in regards to this matter.We were then contacted by Mr.[redacted] again on November 20, 2017, in regards to this matter in which a ticket was created to our advanced billing team on behalf of Mr. [redacted] for the purpose of locating the charge in question. We have contacted Mr. [redacted] via email in regards to this matter and have requested additional information such as a username, e-mail address, bank/credit card statement to better assist in locating the charge and resolving the issue. We can confirm Mr. [redacted] provided us with a [redacted] Inquiry Letter, which we have attached, however, we still have not been able to locate the charge(s) in our system.To better assist Mr. [redacted] , we respectfully ask that he provides us with an actual bank or credit card statement showing the charge(s) in question along with the date(s) the charges occurred and the last four digits of the credit card charged as this information will help us locate the charge(s) . In conclusion, we have been unable to locate any additional purchases of hosting outside the initial purchase of the account which is listed below.Date charged: 4/30/2015 Amount: $ 577.07Service: Pro Web Hosting account. Bluehost Customer Relations.

We can confirm the credit card on file was refunded $41.05 but it can take 7-10 business days to post to customer's credit card statement.  As mentioned before, the customer does have control of his domain through the Arvixe Billing Portal. If the customer is having issues getting access to his domain still, he can let us know and we will assist him further but he should try to access the domain through the Billing Portal. Lastly, [redacted] will contact the customer again tomorrow to ensure we've covered everything.

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. 
The response inexcusable as the fault lays with the representative, which is in writing from the company. If the representative had explained that it was not acceptable to proceed in that manner, then I would have considered moving to one of the other affiliates that I work with. The lack of knowledge with procedure by the company's own representative is evidence that I was misled at the time of the live chat. The company instructed me to cancel the old account and open a new account to obtain the lower rate (per my live chat with [redacted] * on August 3, 2015, which transcript I have in hand). Therefore, the company is not acting in good faith.
Regards,
[redacted]

To whom it may concern, We respond as follows to this complaint.  Mrs. [redacted]  iPage account was flagged on April 11th, 2017 for having malware within her site files. Per our terms of service, when a customer's site is flagged for having malware or infected files our...

security team will suspend the account to protect Mrs. [redacted] website visitors and other iPage customers who are on the same shared hosting platform. We can confirm our security team notified Mrs [redacted] via email of the infected file and suspension of her account and also provided options for removing the malware. Upon further review of Mrs. [redacted] it appears she did not take the necessary steps to resolve the issue, so her account remained suspended.  Mrs. [redacted] contacted us again on May 3rd regarding the suspension on her account. Our security team re-scanned her site and notified her that there were still infected files on her shared hosting. The team then referred her to our partners at [redacted], a company who specialized in malware removal and website security, for assistance in removing the malware from her site files. It appears Mrs. [redacted] purchased [redacted] directly from our partners between May 8th, 2017 and June 6th, 2017. However it appears the malware did still remain on her account so it remained suspended. At this point in time we have been notified that [redacted] did a one time clean and the malware has been removed and the site un-suspended. We have also reached out to the customer advising her of this.  We have also offered Mrs [redacted] credit for a free year of webhosting ($84) as a gesture of goodwill and advised if she is seeking any compensation for the products purchased through [redacted] she would need to contact them, as they are a third party. We have not gotten a reply from Mrs [redacted] yet, but will continue to work with her regarding this issue.  Sincerely, iPage Customer Relations

To Whom It May Concern, We respond as follows to this complaint. Mr. [redacted] contacted us on May 5, 2016 and requested more information regarding the downtime of his site as well as a credit. He was contacted by a manager within 48 business hours. He did have further questions that required...

answers from several departments. Unfortunately, the follow up questions were not answered for 10 days. As they pertain to numerous questions involving the Terms of Service the answers did take longer to produce. However, we should have provided an update. We did however reach out to Mr. [redacted] on May 19, June 6 and June 8. On June 10, Mr. Fairborn wrote "Do I need to reply every time I get an update in order for this to remain in Management's view?" and then contacted the Revdex.com on June 10 regarding his concerns with our terms of service and business practices. We did have our Abuse/Security Manager contact Mr. [redacted] via email on June 13 and again on June 17. He also attempted to call the customer on June 17 and June 20 to find out if the information he provided resolved the issue. We have yet to hear back regarding this incident. We have also issued a credit on Mr. [redacted]'s account. At this point we are unsure if the issue is resolved and all of Mr. [redacted]'s questions have been answered. He does have a full line of communication with our Abuse/Security Manager should he have any further questions or concerns. Regards, [redacted] 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 email they want me to reply to doesn't work it returns an error message, I've contacted the Revdex.com stating so after the business tacted me directly outside of this complaint & was unable to reply to them. I feel like they just want to make it look like they're trying to resolve the issue, but obviously aren't because they emailed me twice from the same email but the second email told me to disregard the first email even thought they were from the same sender.]
Regards,
[redacted]

To whom it may concern, We respond to this complaint as follows. Mr. [redacted] began the ownership process to retrieve the account associated to domain [redacted] on August 20th, 2017. Mr. [redacted] sent in copies of his photo ID. A bank statement indicating charges for the account, and a...

copy of his signup email for the JustHost account. Though Mr. [redacted] was very diligent in providing all the information he could in the email, the account is not registered in the name of an individual, but a business entity. So we are unable to allow Mr. [redacted] access to the account at this time. However, with the bank statement Mr.[redacted] provided we were able to at least remove the current payment method on file, so no additional charges will come from the account after January 13th, 2018. We'd like to take this opportunity to first apologize to Mr. [redacted] for the inconvenience, and for any frustrations caused by our Ownership process. We have these measures in place for the purpose of securing our customer's information and property, but we also understand that sometimes these systems intended to help can cause frustration for those it shouldn't. If Mr. [redacted] is able to provide any of the following information, we may have better luck with being able to give him access to his account once more. These documents are as follows: - Articles of Incorporation- copy of Business Liscense- Utility Bill for the business- A Government Issued ID or Utility bill reflecting the original address on the account. We will be attempting to contact Mr. [redacted] via ticket ID [redacted] once more so that he may be able to send us any of the following documents should he choose. In closing we'd also like to thank Mr. [redacted] for his patience throughout this process, and we look forward to assisting him with getting access to his account once more. Sincerely, JustHost 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]. 
 My website was shutdown by Bluehost due to their process error. My sub-domain is unsecured due the error of Bluehost shutting down my website. I have paid an annual fee to have my website up and running continuously. My SSL fee was paid to Bluehost for a secure website with the Subdomain. I would like the technical team to get sub-domain secure for customers. I am looking for lost revenue as a result of my main and sub domain being shut down by Bluehost.
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]. Please add your rejection comments below. 
Well the company is doing further harm and the answer to say they adequately addressed the issue is not acceptable at all.Since I have reported a complaint to the Revdex.com and again appealed the complaint as we did not receive the notice from Revdex.com just received the email case closed!!! I had to fight to get it re-opened…Since these issues now I have emails showing they were open and read yet no one from HSS opened or read them, this just started happening after I complained to the Revdex.com regarding my email account and isn’t it weird that I have emails showing read and open but not.. Like they are shifting through my mail… Isn’t this illegal and what can I do to stop them…First I thought they had someone attacking me since my email was down multiple times and they even admitted they caused the issue, but claim they were not malicious mistakes, now I get this…Should I bother since they will read this and either delete it or delete your response…Maybe now they can see I know what they are doing….I also double checked with Microsoft to assure if any other cause for file to show open if I didn’t open it and they said no someone opened it if it shows open when it is delivered….
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]. Please add your rejection comments below. 
Regards,
[redacted]

I paid under the grace period, and I did not receive notification for the failure until I reviewed the account, I paid, they system faild, I have the receipt, the bank statement, the only failure its from the business, as a good will they must pay for their error.
Regards,
[redacted]

Thank you. I look forward to the reply from the company and hope I will receive a phone call incase I have any questions. [redacted] is the best number to reach me at. Thank you!
Regards,
[redacted]

During a routine scan on our servers, malware was found in a number
of website files on the customer's account. Although the server is secure, more local infections can happen in a number of ways. The most
common ways are through insecure passwords or outdated website software. We recommend...

using strong passwords and such passwords should be kept confidential. The customer may even want to run a scan on their local machines for key-loggers that would
save passwords, or other viruses as a precautionary measure. Open source CRM's such as [redacted], themes, or plugins can be vulnerable to malware attacks. Access to the files is normally gained
through a vulnerability in the software (not FTP) and is used to inject malicious
code. Because our scans picked up malware that was found
mostly throughout theme and plugin folders, this indicates that the software installed on the account is out of date and this was the entry point for the hack.
Keeping the software updated can be crucial in preventing malware attacks because the
updates that the software developers release are intended to patch up
vulnerabilities found in older versions. Because this relates to the maintenance of the website coding and
operation, Powweb only takes part in securing the servers. The customer is ultimately responsible for keeping their software applications up to date to avoid malware attacks. We rely on experts like [redacted], who we believe are the most trusted
in the business, to be our malware removal solution. This is not
required by any means, but is highly recommended because it is
efficient. We promoted [redacted] prior to the infection because it can
happen to anyone and we want each of our customers to know their
options. Not only will [redacted] remove the current malware, but it can
prevent future malware with the right plan. You can opt to remove the
malware code from the files, replace the files with a clean backup, or
remove the files altogether. Although the customer received a suspension notice and we typically suspend as
soon as our scans pick up an infection, the account has remained
enabled. The suspension is simply our way of ensuring that the infection
does not spread or worsen while the issue is resolved. We are happy to go over the options for removing the malware with the customer. As a gesture of goodwill, we can offer the customer the [redacted] Prevent service for 50% of the normal price for 1 year.
This would bring the cost from $199.99 to $100. The customer can also hire a webmaster to remove the malware and update the software on the web site, or they can attempt to remove the malware on their own, and apply any necessary updates.