MDR (Painting the Town)

To Whom It May Concern,We respond as follows to this complaintOn November the customer requested a "proper" inovice to be emailed to himAll invoices are within the customers account and available to be printedWe do not auto email an invoiceOn November the customer requested all services be removed/cancelled and have a refund issuedOn November we did reach out to him to notify him of where to locate the invoice he requestedAs well, we asked if he could confirm he still wished to cancel.On November the customer asked for the account to be cancelled and for a full refundThat same day we replied stating we would issue a refund that day and close the accountThe refund was issued on November but can take 2-business days depending on the customer's financial institution.We do believe that this issue is resolved at this time.Thank you,eHost Customer Relations

I acceptHowever I want to point out that there were TWO tickets issued to make it look like technical support had responded in a timely manner of hours which they did not doThis act needs to be reviewed and the technical support needs improvementThank you 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 followsMr [redacted] contacted our support on January 09, with issues verifying some of his domains with ***Due to ***'s new transfer policy they require any registrant contact updates be approved by two emailsAs Mr [redacted] was unable to access the current registrant contact email address he was unable to verify the domainWe assisted him in verifying his ownership and updating the domains registrant email to allow him to receive and verify the message from ***We were experiencing a known issue of some of our customers being unable to manage their domains within their [redacted] control panelOn January 12, we called Mr [redacted] and left a voicemail providing him with direct contact informationAn email was sent to him on the same day to follow up on the voicemail left advising him that we have corrected the issue preventing him from being able to manage his domains within his control panelAt this time Mr [redacted] has not returned our attempts to get in contact with him but we have resolved the issues he was experiencing with his domainsThank you, [redacted] Customer Relations

It appears the refund of $was not applied to the customers [redacted] accountInstead 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/stating "We received your complaint and thank you for bringing this to our attentionThere was a delay with issuing the refund and we'd like to make this right for youSince 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 youLet 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 refundAs the customer is refusing to do this we did send a partial refund in response to the [redacted] disputeThe 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 $back to this customer.Thank you,Endurance International Group

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] As we have stated due to national security law enforcement standards and practices, we can not disclose these to a unauthorized, no-cleared, non-secured entityThey refuse to accept thatBut their example is one of charges that day alone 04-30-on [redacted] for with receipt numbers ***, and on 01/06/the remaining charges of with receipt numbers [redacted] on [redacted] *** Regards, [redacted]

To whom it may concern, We respond to this rebuttal as followsWe have looked into the ticket : [redacted] and it appears the domain pointers were not directing to the correct path on the back end and the permissions for the sites also needed to be reset which caused Mr [redacted] 's sites to not load properlyWe can confirm that our engineers were able to resolve the issue by correcting the permissions and the domains pointer path on the back end and all sites are now loading without any issueIn addition, when our technicians reply to a ticket inquiry the system will show the ticket as closed as a response has been sent to the customer However, when the customer replies to the ticket response the ticket will reopen in the systemCustomers can also have a ticket re-opened by our support teamWe have reached out to Mr [redacted] in a new ticket ( [redacted] ) to address his concerns in the Revdex.com complaint however, we have not received a response from the customerAs a gesture of goodwill we have issued a refund for charges that occurred on Mr [redacted] 's Reseller account four Resold accounts for the year of as no current charges have taken place on any of the accounts for the year of The refunds were processed to the credit cards charged and will appear on Mr [redacted] 's account within 5-daysIf there are any outstanding issues that Mr [redacted] is currently experiencing we ask that he reply to ticket ( [redacted] ) and we will be more than happy to helpSincerely,ReadyHosting Customer Relations

To whom it may concern,We respond to this complaint as follows. Upon review of Mr. [redacted] 's account, we have found some additional information on the ticket (ticket # [redacted] ) that we would like to relay. Currently, there aren't any server side issues with email client error. I was able to... configure your mailbox and send emails without any error. Since you are experiencing this issue with multiple email accounts, I suggest you contact your ISP and make sure they are not blocking any of the email client port numbers that you are using.Also, I checked the provided screenshot, the settings are fine however I could see that you are using 'Test account settings' to check the connection, as this option will not work in [redacted] . Please disable it and click the 'next' button to configure your mailbox and then check the email functionality.Please make sure you have temporarily disabled both antivirus software and firewall settings in your system and then check the performance as well. If the issue persists, please configure new mailbox profile in your email client and then check the performance.You may also provide us with the [redacted] results by referring below:-> Go to Start > Run and type 'cmd' in the text area and click 'OK'. Type ' [redacted] pop.ipage.com 110' without quotes at the DOS prompt. Repeat the same for: smtp.ipage.com 25 smtp.ipage.com 587 smtp.ipage.com 465In order for us to continue to assist further on this issue, we'd recommend Mr. [redacted] provide us with the [redacted] results by referring to the method provided above and responding to our ticket so that we can continue to work toward a resolution. We would like to apologize for any inconvenience this has caused, and we look forward to being able to resolve this issue with Mr. [redacted] . Regards,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] I have called several times, and I have been told someone has to call me back each time -and I have tried to comply with that A call back from your company mostly has never happened The last time I asked for help, I reported to a manager: If someone does not call me back this time, I will contact the Revdex.com The next day, NO ONE CALLED I am not backing down I said several times when I called previously, "I do not want my money back, I just want it fixed." Since this has not happened in MONTHS, now I am using the Revdex.com to communicate In the meantime, my mobile site is still not fixed and looks ridiculous (and yet clients are navigating it, and telling me daily "hey your website is messed up" -it is a daily reminder of your poor service) Again, this is what my customers have been viewing for months because you do NOT call back when you schedule the call backs It seems IMPOSSIBLE to get this website completed, or fixed Since it has gone on for so long, I want a refund My site is NOT acceptable 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] False, [redacted] stated that they do not allow transactions to go through on a credit card without someone not having that credit card numbernice try in trying to advert your thieving ways however...and failing to address the UDAAP violation and deceptive manner of your website and the lack of your business name and contact information on there other than an 800#/chat that fails to disclose your business entity for this purpose 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] If my account ( [redacted] ) was not part of the migration, why wasn't I informed? Basically, I lost access to my email and I wasn't even informed I also still can't believe a web hosting company cannot produce a backup of my email This poor level of service is unbelievable Since this was Verio's mistake, they should rectify it Also, I still don't know why you keep saying my user name is "***" If I visit [redacted] , it's someone else's website Regards, [redacted] **

To whom it may concern, We respond to this complaint as follows.Upon review of Ms [redacted] ***'s account it appears Ms [redacted] reapplied for the affiliate program on February 3,by resubmitting her Wtax formHowever, the application was denied due to an invalid address which resulted in Ms [redacted] being in eligible to earn commissions under the iPage affiliate programUp further review of Ms***'s account we can confirm Ms [redacted] resubmitted her Wtax form on April 11,and we are happy to say that her tax form has been approved and Ms [redacted] is now eligible to earn commissions for all qualified sales generated through her affiliate link.Our affiliate team has submitted a manual payment request to our finance team to have the commission payments paid out to Ms [redacted] for sales generated in the months of January to March Ms [redacted] can expect payable commissions to be processed no later than April 30,to her method of payment.Sincerely, iPage Customer Relations

To whom it may concern, We respond to this complaint as followsPrior to commission payments being processed all sales are reviewed for qualified commissionsWhen reviews are performed we use the guidelines set forth on the affiliate agreement ( [redacted] ) to determine eligibility of saleWe have reviwed Ms [redacted] 's account and can confirm a commission payment in the amount of $was processed on September 23,for the sale of " [redacted] "The payment was processed to Ms [redacted] 's [redacted] account , [redacted] and the transaction ID is [redacted] After further review it appears the time frame in which the sale of " [redacted] " (generated on October 19,2016) was potentially created has well past the day dispute policy offered to affiliates by iPage An affiliate has access to iPage real-time Affiliate Program statistics and activity and specifically agrees to file any tracking or commission disputes as well as any other disputes and discrepancies within days after the end of the month in which the sale or event that is disputed occurredDisputes filed after days of the date on which the Qualified Purchase occurred will not be accepted by iPage and Affiliate forfeits forever any rights to a potential claim.Sincerely, iPage Customer Relations

Our records indicate the customer signed up on 07/04/Both the hosting and domain registration automatically renewed in accordance with our Terms of ServiceThe customer can turn off autorenewal for hosting and domain registrations by contacting us or logging into their control panel before the renewal dateIn this case, we don’t show an attempt by the customer to cancel autorenewal for either services before the services were scheduled to renewSince the services were not canceled prior to renewal, the hosting plan renewed on 6/19/and the customer was charged $The domain automatically renewed on 06/21/and the customer was charged $The customer contacted us on 06/24/2015, after the services renewed and the charges were already processedWe already processed a full refund for the hosting renewal on 06/25/For reference, once a domain has been registered or renewed it is non-refundableThe domain was set in our system to ADRS (Automated Domain Renewal Service)This service allows for the customer's domain to be automatically renewed prior to expiration to avoid any service interruptionFor any domain that the customer has set to ADRS they will receive renewal notices via email prior to the domain being renewed days before expirationBelow is a log of the renewal notice that was sent to the customer before the renewal dateSince we advise the customer that their domain will be renewed via email, we cannot issue a refund for a domain that was renewed using [redacted] 06/14/6:AM remailer Sent Message# id: [redacted] title:Domain Renewal: Days to [redacted]

To whom it may concern,We respond as follows to this complaint.Our records show that Mr [redacted] created an account on 12/28/The account included a hosting package and add-onsA free domain registration was included in the hosting package, and a domain was registered for free during the signup processWhen going through the domain registration process, the hosting plan option is not automatically selected or included in the feesOne would have to manually select the hosting option to add it to the cartIn addition, the hosting plan, as well as add-ons, would display in the cart before the payment is processedMr [redacted] would have had to manually approve the purchase amount before the account was created with the selected services and the payment was processed for the charges in 2013.Mr [redacted] accepted our Terms of Service at this time, which permits us to store the given payment method on file for future renewalsFurther, the renewal policies listed in our contract and in our customer knowledgebase indicate that renewals are processed on an automatic basis unless otherwise requested by the customer days prior to a renewalWe also require our customers to check the billing section of their account (Billing Central) regularly as this will document all receipts and invoices, as well as our email notifications that indicate the customer will be charged automaticallyAny disputes, as documented at our Terms of Service, must be filed within days of the date of the chargeMr [redacted] dispute for the charges processed in and exceed this timeframe, but his request for the recent charges in December do fit within the day refund policy.As such, we have refunded Mr [redacted] the full amount of $for the charges processed in As a gesture of good faith we have also refunded the full renewal amount of $paid in However, in light of the information above, we will be unable to refund the amount paid in Regards, [redacted] Customer Relations

To whom it may concern, We respond to this complaint as followsMs[redacted] initiated a domain transfer to [redacted] .comMs[redacted] contacted our chat support on 3/5/18, inquiring about the status of the transferMs [redacted] was informed the transfer can take 5-days Ms [redacted] stated she followed the transfer instructions on our website, which details a transfer can take up to daysThe receiving registrar states on their website a domain transferred to them, can take 7-business days to completeWe apologize the chat support wasn't a satisfactory option for Ms ***, we do however offer tech support via phone on our contact us page as well as in our help center on [redacted] .comIn closing, we would like to apologize to Ms [redacted] for any confusion or inconvenience to her caused throughout this processIt takes up to days to complete a transfer from [redacted] but you have to factor in the time the receiving registrar needs to complete the acceptance of the domain transferRegards, [redacted] Customer Relations

To Whom It May Concern,We respond as follows to this complaintI would like to express our deepest apologies to you for any frustrations you have experiencedI can confirm that we have reviewed the matter, and have determined that the charge in question is the annual renewal of your active web hosting plan (The FatCow Plan) for your account with the username of [redacted] coThis account was created on November 17, and has been on auto renew sinceAdditionally, we have sent notifications regarding the renewal to the email address on file ( [redacted] @***.com)Our records show that you updated the payment information on November 17, to the credit card ending in '3738' to renew your domain name ( [redacted] .com) and this card has been the billing method on your account since thenPer our Terms of Service, it is the customer's responsibility to inform us that they no longer wish to continue services with usUnfortunately, we were not notified of this, which resulted in the hosting plan renewing automatically againAt this time, if you wish to cancel or downgrade your account to a domain parked account, which would give you the ability to manage your domain name, we would be more than happy to assist youOnce your account is downgraded or canceled we will proceed with the refund of the hosting renewal charge (131.88) that processedRegards,Fatcow 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] Thank you for responding However, there are few matters to mention: - Your technical support were testing the wrong email address initially- Your technical support team only said that the settings worked when they tested it on their end Did not provide proof that it worked (screenshot)- In your response here , you informed me to test "pop.ipage.com" I mentioned in my initial message that I do not use pop , but use IMAP No matter, I have tested both- Testing a secure port will not show any results when using [redacted] (as suggested to test port using [redacted] ) I have inserted the screenshot Your technical support team needs to learn how to test secure ports I have inserted screenshot to proof this- My ISP ( [redacted] Communications www[redacted] .com) has informed me that they are not blocking any port , and the issue is with my web host (iPage) as I suspectedTherefore, please figure out a solution by being technically adept and provide correct instructions for the correct email accountI look forward to a swift resolution to avoid moving my services to another host and looking into taking legal actions for the loss of time and possible emails / clients as result of this Regards, [redacted] Regards, [redacted]

To whom it may concern,The information the customer requested in her rebuttal response can be found on their websites contact [redacted] This provides the customer with a phone number and address to both locations as well as a contact formThe customer may also wish to contact their legal department for this type of complaintAll of the contact information can be found here: [redacted] In closing, we are not the hosting provider for the website listed in the customers complaint and have no access or control to the website filesThe customer will need to contact the web host to place her complaint Regards, 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] Please add your rejection comments below [That is a disingenuous responseThey know I initially misworded my request about the DNS request as it was immediately clarified by me and we exchanged a series of comments clarifying that very point (none of which they mention here)I asked for my DNS name servers to be redirected to take my websites offline (or for them to take whatever steps were required to get the websites offline) and not that they take down the entire systemI specifically emphacized that and reiterated the need to take the websites offline in several subsequent communicationsIt is SOP to take an infected website offline yet they refused to do soI have taken many hours of effort to remove the virus and malware from my site (some of which appeared on October) so I believe that the websites will be safe again very soon.I can go on but see no pointIf you want more information I am quite happy to share my entire email communications from and to themYou can then compare it to their reply to you.Either these people are being something less than honest in their response or they are incompetent and know nothing about computingI cannot believe the latter can be true of any webhost.So far they have twice undone my efforts to clean my website.I have heard no response to an ongoing conversations within my open tickets (plural) so saying that I can contact them seems wrongIn fact since this entire thing began and I submitted a trouble ticket on October the only interactions I've had with their tech support was less than a two day window beginning around 8AM the morning immediately after I lodged a complaint with Revdex.comIt is now the 27th and my site has been left online almost the entire period while running malware (despite repeated direct requests from me to take the sites offline until after the malware was removed - that particular failure is inexplicable for any webhost) The fact the original hacking occurred in late September means my sites have been spreading malicious scripts for a full month.I finally, as of today, almost have my websites cleaned of malwareI hope to complete that entirely within the coming day when the present malware and virus scan finishes 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 This is a completely watered down version of events and goes nowhere near the level of poor service, downright lies and ineptitude displayed by this companyI am glad to have no further dealings with themThey should be banned from conducting business as they are dishonest Regards, [redacted] ***