Name.com

Name.com finds that the customer emailed in with a request for assistance and called The issue was then resolved by a Name.com support agent over our web chat in accordance with our policies Name.com cannot find the Purchase Price amount on any transaction associated with this user As the domains have transferred to a new provider, Name.com is considering this matter closed The customer can follow up with our support team if additional assistance is needed in terms of transferring domains in, or out, of Name.com

Initial Business Response / [redacted] (1000, 5, 2015/09/18) */ Hello, [redacted] After review Name.com found all of the domains referenced by the Complainant were in the same accountThe account was closed and all the domains were set to 'clienthold' on 9/as we identified the customer as a bad actorOnce domains are set to 'clienthold' the DNS records are disabled and the domain cannot be used for email distrobution nor can it resolve to a websiteWe received complaints from the Complainant, domains are at Name.com and remain on 'clienthold'The remaining domains are registered another providerName.com responded as warranted to the Complainant and informed them that the domains in question were suspended due to fraudulent activitiesAs Name.com had previously taken action against the domains and the account in question, it is considering the matter resolvedWe are however happy to answer any other questions Attached is the sheet, let me know if you have any questions Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because:Unfortunately, they failed to state that they were trying to refund my old credit card from I did make them aware, the bank updates our credit card when they expire, which mine didHowever, they refused to refund the updated credit card as the old one they tried to refund was an expired credit card Sincerely, [redacted] ***

Hello,Provided below is a detailed explanation of our policies, changes that were made, and the timeline of communication and action taken by the customer regarding this Revdex.com complaint:The changes to our back order service have been made to adapt to the ever evolving domain marketplace Shifts within the nature of domain ownership and domain life-cycles have changed the effectiveness of back orders on domains without pending expiration dates To ensure that our customers are able to invest most effectively, we are only offering back orders on domains with pending expiration dates Name.com made changes to our Registration Agreement back in September that included the updates made to our [redacted] System/Backorder ServiceSection two of our Registration Agreement specifically states that changes may be made over time as necessary to this agreement, therefore we are compliant with making updates as neededWhen Name.com made these changes, we notified our customers by sending an email informing them that updates to our Registration Agreement had been madeAs well, after the updates were in effect, every customer had to read and agree to the new terms and conditions upon logging into their Name.com accountIn regards to the specific changes regarding the [redacted] System/Backorder Service, we emailed our customers on October 5th, explaining we had canceled the backorders placed by the customer, and offered a refund as [redacted] , our Name.com currencyIncluded in the email were instructions for the customer to opt in for account credit instead of the [redacted] The customer did follow the steps to opt in for account credit instead of [redacted] shortly after

Initial Business Response / [redacted] (1000, 6, 2015/11/10) */ Hello, We apologize for any inconvenience and confusion this matter might have causedName.com was awaiting confirmation that the data was backed up prior to deleting this service and providing a pro-rated refundThe case was still pending as we received no such confirmation We have however provided a full refund for this product and the email service [redacted] remain active until it expires next yearYou should see the funds returned to your original method of payment within the next hours Name.com is also happy to provide assistance with the transfer of the registered domain once it has been initiated with another ICANN accredited RegistrarPlease email [redacted] @name.com with a request to approve this transfer, once initiated, from the administrative email address we have on file Feel free to contact us with any other questions, we are happy to be of further assistance

Complaint: [redacted] I am rejecting this response because:Name.com DID mention that they will contact the client via the admin email.Name.com DID NOT mention that if the login ID = admin email, the clause would be voided Sincerely, [redacted] **

Complaint: [redacted] I am rejecting this response because: I was a long-term, loyal customer of Name.com and I consider myself a good, honest, businessman. The fact the name.com has returned my money, does not make me a satisfied customer and them a good business. Name.com terminated my account, without any warning or notice whatsoever, putting me and my businesses in an emergency state. Their actions and poor business practices, have caused great alarm and distress in my life (which took me 7 days to recover).The customer relationship between Name.com and myself is irreparable. Sincerely, [redacted]

Hello,Name.com's Security teams have allowed the provision of a backup of this customers hosting content Name.com has provided this content and has issued a refund in full to the customer Name.com believes it has acted in accordance with its policies and is considering this matter closed

Complaint: [redacted] I am rejecting this response because:I will await the refund, then post the results of my decision Sincerely, [redacted]

Complaint: ***
I am rejecting this response because:I only have .TV domain name with this businessICANN is not related to this product or service and they confirmed that they are requiring this new regulation.Name.com is fraudulently forcing me to relinquish all rights and access to my domainTill date, it refused to give email EPP codes, remove Whois privacy or unlock domain: All these three steps are required for me to transfer my domain to another business.Name.com did not inform me in advance that they are forcing this new regulation which will allow them to confiscate my domainIt is a lieIt decided to put this scheme in place without any advance notice
Sincerely,
*** ***

Hello , Name.com notes that the supporting verbiage in regards to Backorder refunds is included in our Registration Agreement. Name.com's review finds that its customer base was notified of the changes being made to our Domain Nabber System on 10/5/2016. Name.com has included a
link to our Registration Agreement, along with the supporting verbiage below for convenience: https://www.name.com/policies/registration-agreement Section (H-ii) If an unsuccessful attempt is made to acquire a domain name using our backorder/pre-registration service, a refund will be issued in the form of Account credit or, at our option, Bearglecoin (as defined below)While we understand the frustrations regarding this change, we find it was done in line with our policies. Name.com is happy to provide Account Credit in the amount in question. As the order was placed in 2014, we do not have the ability to provide a refund to the original payment method and apologize that we could not have been of further assistance in that regard The customer is welcome to reach out again to our Support team and arranged the refund of account credit in this matter. Best Regards,

Hello,Please note that Name.com takes complaints of this kind seriously and rigorously enforces its own own anti abuse policies Name.com has not received any notifications from the complainant, we have checked our submission form log files and the *** inbox If the
complainant believes the submission form at (https://www.name.com/abuse) is not functioning, we ask that they email *** directly with any bouncebacks / screenshots / information relevant to this complaint and we are happy to review Please also include the domains allegedly involved in activities that are in breach of our terms or service, including full headers, and we are happy to take action if warranted. Thank you,

Hello, Name.com's Security teams have allowed the provision of a backup of this customers hosting content Name.com has provided this content and has issued a refund in full to the customer Name.com believes it has acted in accordance with its policies and is considering this matter closed

Hello,Provided below is a detailed explanation of our policies, changes that were made, and the timeline of communication and action taken by the customer regarding this Revdex.com complaint:The changes to our backorder service have been made to adapt to the ever evolving domain marketplace. Shifts
within the nature of domain ownership and domain life-cycles have changed the effectiveness of backorders on domains without pending expiration dates. To ensure that our customers are able to invest most effectively, we are only offering backorders on domains with pending expiration dates. Name.com made changes to our Registration Agreement back in September that included the updates made to our Nabber System/Backorder ServiceSection two of our Registration Agreement specifically states that changes may be made over time as necessary to this agreement, therefore we are compliant with making updates as neededWhen Name.com made these changes, we notified our customers by sending an email informing them that updates to our Registration Agreement had been madeAs well, after the updates were in effect, every customer had to read and agree to the new terms and conditions upon logging into their Name.com account. In regards to the specific changes regarding the Nabber System/Backorder Service, Name.com emailed its customer base on October 5th, providing an outline of the changes and that cancellations would apply Name.com confirms the complainant received this email and that their backorders were canceled in line with our policies Included in the email were instructions for the customer to opt in for account credit instead of the Bearglecoin, Name.com's currencyThe customer did follow the steps to opt in for account credit instead of Bearglecoin shortly after. The customer emailed Name.com on October 30th, asking for the account credit in her Name.com account to be refunded back to a credit card, another credit card, and/or PayPalName.com Support corresponded through November 16th, with the customer explaining that we will not be able to refund the any of the aforementioned payment methods, and encourage them to use it towards a future purchase if they wished toEven before the updates to our Registration Agreement were made in September 2016, our agreement has always stated that we are not obligated to refund account credit back to the customer in a "cash" form by way of credit card, check, or PayPal. Based on the information provided above, Name.com has remained compliant based on our Registration Agreement, and the communication we provided to the customer. Thank you,

Hello, The customer utilized Name.com's Yearly Startup Hosting product exclusively for email purposes, then stated they would like to downgrade the hosting due to pricing concernsName.com offers a stand alone email product (Email Yearly), that only supports domains that are support on our
platformAt this time, Name.com does not support the domain extension in question (.AE), thus preventing the customer from having the ability to transfer the domain, and utilize Email YearlyMeaning that the customer will need to consult a third party email service providerName.com then extended the expiration date of the customers hosting by four additional days, allowing the customer to complete a full backup of any content they wished to keepAdditionally, our systems team had also confirmed that the domain name was not properly pointing to the Name.com hosting package, temporarily preventing the customer from being to access their inboxIt is the responsibility of the customer to ensure a domain is correctly directed to its respective hosting account, the customer had been informed that they will need to properly point the domain name to the hosting package in order successfully backup his content during the granted extension Name.com is happy to answer any other questions and clarify these points if necessary, in order to keep the conversation going, the customer can respond to the existing ticket for additional assistance. Thank you,

Name.com states the Terms and Conditions surrounding refund requests in which the customer agrees to before submitting their request through the refund portalThe customer sent their initial refund request from the Administrative email address associated with the account, meaning that another request or confirmation was not needed before processing the refundThe customer's request was submitted through the refund portal on 07/10/stating that they had renewed the wrong domain and would like for Name.com to cancel and refund the transactionThe customer's refund was processed accordingly, based their request and Name.com's Terms and Conditions outlined on the refund request portal Name.com does not believe there was an error in communication and the customers request was clear The customer stated they renewed the wrong domain and specifically requested assistance with the cancellation and refund for the transaction While we apologize for the confusion, Name.com believes it acted in accordance with its policies

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and although I find that this resolution to be unsatisfactory I am fairly sure that the company neither improve their customer service nor clarify the conflicting policies laid out on their site. They seem content to keep my money, having provided no service to me. I feel as if I am left with no further recourse here...correct me if I am wrong
Sincerely,
*** ***

Hello,Name.com offers for sale domain names that are registered to third parties (also known as aftermarket domain names) in a variety of top level domain names ("After Market Domain Name(s)"), *** is such a provider Name.com notes that this domain was listed for sale through
***.After review, Name.com finds that the seller let the domain name expire during the sale Another provider, ***, has since acquired the domain As the seller no longer owned the domain, the transaction was cancelled by *** Name.com received a response from *** confirming this recently. While these factors are outside of the control of Name.com, we apologize for the inconvenience and confusion A refund in full for the registration of the domain has been initiated at this time The funds for the domains registration should be returned to the original method of payment in the next few business days

Hello, The updates we have made to our Registration Agreement, designate Name.com as the "Designated Agent" under ICANN's new Transfer
PolicyOur customers have been made aware of these changes via an automatic notification when logging into their accountThe customer in question has not agreed, nor disagreed to the Registration Agreement notification, which is why it may seem as though they are unable to make changes. Name.com has verified that we have not put any holds on the domain, prevented the customer from changing the domains DNS records or initiating a transfer to another Registrar. Name.com is in the process of reaching back out to the customer to reiterate that if they would like to transfer the domain to a new provider, we are happy to assist

Initial Business Response /* (1000, 6, 2015/11/04) */
Hello,
After review Name.com finds that the required renewal notifications, along with several courtesy notifications, were sent to the email address on file outlining the situation involving this domains expirationAs the domain has been
acquired by another party Name.com is not in a position to transfer ownershipWe recommend following up with the current Registrant of record, as found in the Whois, and inquire as to if they would be willing to return the domainWe apologize that we could not have been of further assistance in this regard
Initial Consumer Rebuttal /* (3000, 8, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is invalid or contract and agreement
I am Unable to Redeem Domain Name in Redemption Grace Period of ICANN Expired Registration Recovery Policy
They are must offer a Redemption Grace Period ("RGP") of days immediately following the deletion of a registration, during which time the deleted registration may be restored at the request of the Registrant at Expiration by the registrar that deleted it
Final Consumer Response /* (4200, 12, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
invalid or contract and agreement
Final Business Response /* (4000, 14, 2015/11/13) */
Hello,
Name.com finds that the required renewal notifications, along with several courtesy notices, were sent to the customer outlining the situation and informing them of the upcoming renewalWe apologize for any inconvenience this might of caused however ensuring domains are promptly renewed is the sole responsibility of the Registrant of recordName.com is considering this matter closed