Verio Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I also feel that this issue would not have been resolved if this complaint was not registered with the Revdex.comIt is my strong opinion that Verio is one the the worst web hosting companies on the internetVerio has an unsurpassed amount of negative reviews on the world wide webThis is due to extremely poor service and above all, extremely poor customer service and customer relations.Although my issue has been resolved, I do not intend to change the reviews that I posted on tens of *** *** websites across the internet.
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/06/26) */
The customer had originally purchased a hosting account with domain registrationWhen she cancelled the hosting account,the domain registration account remained openThe $that she was charged for was for the domain renewalSince she
chargedback the fee, we have cancelled her domain registration account and she will no longer be charged for any services
Complaint Response Date bumped because: Holiday

We have communicated with the customer and a credit of $has been requested and approvedAny greater credit requires executive approval, which is not available now due to the holiday
We are currently preparing a credit request of $for executive review when business opens Monday morningWe will notify customer once it has been reviewed

To whom it may concern, We respond to this complaint as followsAfter review of Mr***'s account we have found many contacts in regards to this e-mail issueWe were also able to find that Mr*** had also previously submitted a complaint to the Revdex.com for this same issue in August,
Through a search of public records, we have found the following MX records for the domain name ***. ***ALT1.ASPMX.L.***.COM.***ALT3.ASPMX.L.***.COM.***ASPMX.L.***.COM.***ALT4.ASPMX...⇄ mail exchange record (MX record) is a type of certified and verified resource that specifies a mail server responsible for accepting email messages on behalf of a recipient's domain, and a preference value used to prioritize mail delivery if multiple mail servers are availableCurrently, Mr***'s MX Record(s) for the domain *** are directed toward ***, meaning that the domain is currently set to run email through ***s servers, not oursAs Mr*** has been told through multiple e-mail contacts with our support staff, we do not have any e-mail accounts that had been set up for the domain ***, and the mail records are not pointed to our serversIf Mr*** would like to send mail through the Verio mail servers, then he will need to update his MX records, and create the necessary e-mail accounts on our platform. In closing, we would like to apologize for any confusion that Mr*** has experienced throughout this processWe encourage him to reach out to us if he would like assistance in updating his records should he decide.Regards, Verio Customer Relations

To Whom It May ConcernWe respond to this complaint as follows*** *** *** account has been closed and she has been refunded $for January and $for FebruaryWe have confirmed this was done as of February 19, 2016.Regards,Verio Compliance Team

To Whom it May Concern:We address this complain as follows.After review of *** complaint, it was quite concerning as we were not able to lcoate an accountAfter further research and looking up her DNS history for the domain '***', we were able to determine that she has
filed a complaint with the wrong company*** *** *** recently obtained the brand 'Verio' by purchasing it from *** ***We are currently in a migration phase, which means we are moving accounts from *** *** over to ***With the information that the complainant has provided, *** *** was able to confirm there is an account opened for Ms***.We attempted to contact the complainant multiple times through phone so we could conference the call with *** *** and help Ms*** speak with *** *** in order to shut down her accountAs the account has not been migrated to our end, we are not able to close it down for Ms***We would like to assist the complainant by getting them in touch with *** ***.If the complainant would like to get this issue resolved then we request for her to contact the Verio team that works on *** *** account.Regards,Customer Relations

Complaint: ***
I am rejecting this response because: We subscribed to use VERIO in and bought "*** to use as my "E" addressWe have this until 2020All was well until last year (August)when VERIO decided to make a change of some sort, I had no "E" service for about weeks (this you know about)This has now happened again I am unable to rec any "E" through "***"I have not changed any settings I do not know how to.IF WE use our heads and look at the facts till last year no problems, last year in August a problem, they said it was ***.Since then no problems until now, they have control over *** not ***, they do not answer any problems.This must be one of the worst companies in USA
Sincerely,
*** ***

To Whom it may concern,We respond to this complaint as follows. We have reviewed Mr*** ***'s complaint and unfortunately, we do not have any billing records for Mr***'s account as his account has not been migrated over to the *** platform. However, we did forward
the complaint to the legacy Verio billing team at *** *** and it appears Mr*** was contacted by a *** *** regarding this matterHowever, per Mr***, it appears Mr*** declined the help as Mr*** has chosen to resolve the issue with his financial institution, *** ***.While the legacy Verio team did try to resolve this dispute amicably, it appears Mr*** has chosen to work with his financial institution, to resolve the matterIf Mr*** decides to work with the legacy Verio billing team he can contact Mr*** *** at : *** ** ** any time.Sincerely,Verio Customer Relations

To whom it may concern,We respond as follows to this complaint. On August 24, *** *** *** was migrated from *** *** to our Verio PlaformWhen his content was moved to our platform, once he signed in he agreed to our terms of serviceThis being said, Verio is an ICANN
(short for “Internet Corporation for Assigned Names and Numbers”) accredited domain registrar and is therefore required to abide by ICANN’s rules, regulations and policies as well as the Registrar Accreditation Agreement (“RAA”) *** *** ***This accreditation allows Verio to sell domain namesAs part of the domain registration process and in accordance with ICANN policies, a Registered Name Holder (** ***) is required to submit, and update within seven (7) days of any change, complete and accurate information for his registrant contact detailsTo ensure this requirement is met, Verio sends out verification emails periodically, giving our customers fifteen (15) days to verify their registrant details are correctIf they fail to do so, their domains will go into a clienthold status, causing the domain name, website and emails attached to be suspended as well.On July 14th, we sent an email to ** ***, requesting he verify his domain name registrant detailsHe failed to verify this information since his registrant details were not up to date and he no longer had access to the email that was associated with the registrant contact informationOn July 29th, ** ***s domain was put onto client hold due to failure to verifyWe received the *** *** ID on August 9, requesting that we remove the client hold so his site and emails would become active once again, but due to high ticket volumes the customer did not receive a response until August 15, We informed the customer that before we can act as he dedicated agent he must update his contact informationPer ICANN's new policy update(called: Transfer Policy), to help prevent fraudulent transfers, when a registrant email is updated from an old address to a new address, a response is required from both emails to indicate the change of email address is approvedVerio is unable to submit the updated contact information to the registry until it receives approval from both email addressesFortunately, Verio is authorized to approve the email address change on the domain registrant's behalf (as a “Designated Agent”), provided that we obtain a valid government issued identification to verify that the customer is the owner of the DomainIf the customer does not have access to the old address, in order for us to be able to assist in acting as the designated agent in approving a registrant contact update, we must verify ownership by obtaining documents that match the exact name AND address as the domains current registrant information listed.In order for Verio to push through the changes and act as a designated agent, the customer (** ***) must first log into their account and update their registrant details, we informed ** *** to do so on August 15th, The following day, August 16, 2017, *** *** informed Verio support that he updated the needed information in his domain centralThat same day we acted as the dedicated agent and successfully updated his contact informationThis released the domain hold and the website then became live again. We have reached out to *** *** to address any additional concerns but have not heard backIf ** *** reaches out again with any issues, we will be happy to assist. Sincerely, Verio Customer Relations

Initial Business Response /* (1000, 6, 2015/09/03) */
We contacted the Card HolderWe did locate an account that was opened with our company with his credit cardWe have shut down the account and will block the IP address the account was initially set up by also
The card holder was
satisfied with our actions
Initial Consumer Rebuttal /* (2000, 8, 2015/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (2000, 10, 2015/09/08) */
After filing the complaint with the Revdex.com, Verio was vey responsiveIf the billing continues, I will reopen the complaintAt this point, I am satisfied

To Whom It May ConcernWe respond as follows to this compliantThe Legacy platform of Verio spoke with *** *** *** last week to help her with her email issueHowever, *** *** has already moved her mail elsewhere and we were not able to assist in *** ***'s requested settlement to "fix the
email problem immediately" as the email is no longer with Verio.The customer paid for website hosting which is non-refundableAs the issue is related to email and is included in the hosting at no additional cost we are unable to refund for the email services *** *** is claiming we are unable to fix.While we understand *** *** is frustrated, we did attempt to resolve the issue by contacting her to troubleshoot the matterHowever, *** *** did ask that we no longer contact her and she has moved her email to outside servers.At this time there is nothing more we can do to resolve the issue for *** ***.Regards,Verio Customer Relations

(The consumer indicated he/she DID NOT accept the response
from the business.)
It has been slow and not working for the better part of monthsThey should have identified the issue long agoI have called support at least times on this and spent over hours on the phoneI deserve $ 1,discount on my bill for the endless headaches, email not working and delaysI have been with Verio for years and spent about $ 20,with them

To Whom it May Concern,We respond to this complaint as followsMr*** *** contacted us on November 12, regarding his billingAs his account had just been recently migrated from Verio NTTA the billing had been processed by the legacy Verio team at NTTA which we did not have direct access
at that timeUpon receiving Mr***'s bank statement showing the charges made, his account was adjusted appropriately and he was notified via email. Our Verio Team Specialists have reached out to Mr*** via email providing him with information to address his concerns with his email and website contentAs a gesture of goodwill, we have renewed his hosting plan until 04/24/at no cost to him for the frustrations and inconveniences he experiencedWe have advised Mr*** to reply to our emails if he has any additional questions or concerns that he feels may have not been addressed clearly so we can assist him further in getting any outstanding issues resolved.Thank you,Verio Customer Relations

Verio has been in communication with the customer and has explained that the reason why his email was slow is because the main user password was not secure and was compromised. We suggested changing all passwords to prevent further issues.

To Whom it may concern.We respond to this complaint as follows. Mr. [redacted] contacted us on January 6,2017 regarding a charge to his credit card in the amount of $44.95. Mr.[redacted] requested that a refund be issued as he moved his hosting services to another provider back in November of 2016.The...

web advisor informed Mr. [redacted] that a refund would not be issued due to our billing policy stating that refunds are only issued if the customer cancels their subscription within 30 days of signup.  We have reviewed Mr. [redacted]'s account and contact history and can confirm that  there were no calls made to our web advisors to cancel the account prior to the contact made on January 6,2017. However, it appears Mr. [redacted] may have cancelled the account with the legacy Verio billing team at [redacted] in which the Verio team at Endurance was not notified. As of January 7,2016 , we have cancelled the hosting from Mr. [redacted]'s account per his request and have issued a full refund in the amount of $44.95 back to the credit card charged ending in [redacted]. We have also passed Mr. [redacted]'s feedback along to our executive management and engineering teams as we feel there is room for improvement on our end when it comes to migrations.Sincerely, Verio Customer Relations

Complaint: [redacted]
I am rejecting this response because:As I stated in my last email to you, I am not going to go back and forth with these people. It is very obvious to me that they have taken the easy way out by trying to coax me with incentives while I have no website   I am not interested in what else they have to say because they have not taken any responsibility for what happened. Again, I DON'T HAVE A WEBSITE IN TURN, I DON'T HAVE THE BUSINESS I USED TO HAVE BEFORE. This people continue to blame me claiming that millions of emails were sent and it was solely my responsibility to move the website to their platform. I am going to say this again as clear as possible I WANT MONETARY COMPENSATION, AND AFTER THAT NOTHING TO DO WITH VERIO EVER AGAIN.  FYI - I have to pay back the loan to the bank of the website. I hope you understand what has happened here.
Sincerely,
[redacted]

To Whom it May Concern,We respond to this complaint as follows. Upon receiving Ms. [redacted]'s rebuttal, we contacted her again by email on February 16, 2017 to address her frustrations and try to come to an amicable resolution. We have requested additional information from her regarding some of the information mentioned in her rebuttal such as the email she sent and the agent she spoke with as we were unable to locate any record of these contacts to investigate. In this email we advised Ms. [redacted] again of the numerous emails sent to her with instructions on how to update her nameservers and DNS as well as how to test her site to ensure everything had migrated and was functioning properly. Unfortunately, since we were made aware that there was issues with her website after the servers were shut down, by that time we no longer had access to the old servers to retrieve any content. We have worked with our Engineering Team who has exhausted all attempts to try and retrieve a copy of her database since being made aware of the issue. As a goodwill gesture for the inconvenience and frustrations Ms. [redacted] experienced, we have gone ahead and given her 3 years of hosting($898.20) at no cost to her along with a $100.00 account credit which can be used immediately towards any future renewals or purchases. We have attempted to resolve this matter with Ms. [redacted] amicably but have not received a reply from her since our email sent to her on February 16, 2017. If Ms. [redacted] still does not feel this issue is resolved or has further concerns she can contact us and we would be more than happy to assist her.  Thank you,Verio Customer Relations

To Whom it May Concern,We respond to this complaint as follows. Upon receiving this complaint and reviewing Ms. [redacted]'s account we were able to determine that the site was not live because the website's database was missing. Ms. [redacted]'s account was migrated from Verio's old platform on...

November 15, 2016 to the new Verio platform. A couple emails were sent to the admin email address on file for Ms. [redacted]'s account on November 15, 2016. The first email sent was prior to the account being fully migrated advising Ms. [redacted] that the old platform was scheduled to be taken offline November 28, 2016 and that if her account had not been migrated by then, her website, email and other services will be taken offline along with it, and her data will ultimately be deleted. On this same day another email was sent advising that her account migration was finished and information was provided explaining the new nameservers which her domain would need to be updated to for her new hosting account along with email settings. This email also provided links to test and review her site to ensure everything had migrated and functioned properly on the new platform. On November 30, 2016 an email was sent to Ms. [redacted] informing her that her domain was still pointing to the old Verio platform, for both her website and email. This email advised "Once an account has been successfully migrated to the new platform, it is deleted from the old platform, and we want to be sure that your website and email continue to work when that happens" and again provided the proper nameservers she needed to update for her domain as well as the correct IP address for her A record. Again on January 12, 2017 another email was sent to Ms. [redacted] informing her that her domain was still pointing to the old Verio platform. The message also informed her that the old platform was scheduled to be taken offline on January 16, 2017 and that if her domain(s) were receiving web traffic, mail, or other services, to please take appropriate action to point them to the new platform ASAP. Instructions were given in this message again on how to update her nameservers and to check her DNS zone file to make sure she pointed her A record and MX records to the new platform. Unfortunately, these updates to the domains nameservers and DNS were not performed and we were not notified of any issues with Ms. [redacted]'s website until January 26, 2017 which was 10 days after the old platform servers were shut down. Due to the servers being taken down we no longer have the access to their servers to retrieve back ups of any website files or databases. We have contacted Ms. [redacted] informing her of this and advising her to upload a copy of her database from her local desktop as we always strongly suggest that customers always keep and maintain their own copy of all content of their website on their local desktop( and/or on tape, CD, multiple floppy disks, another desktop, or elsewhere) to ensure the availability of the files. At this time Ms. [redacted] has not returned our attempts to get in contact with her but if she has further questions or concerns we would be more than happy to assist her. Thank you,Verio Customer Relations

Complaint: [redacted]
I am rejecting this response because:Contrary to their claims I have switched hosts and Verio is no longer hosting my site.  They are a terrible company with terrible customer service and I'd be a fool to stay with them.  
Sincerely,
[redacted]

To Whom it may concern, We respond to this complaint as follows. Mr. [redacted] contacted us on January 12,2017 regarding issues he was experiencing with this website "[redacted]".  A ticket was escalated to our technical tier  2  team for further...

trouble shooting and resolution. Our technical tier 2 team was able to replicate the error Mr. [redacted] was experiencing and was able to resolve the problem at hand. The team provided Mr. [redacted] with a test url ([redacted]) so that he could test the website to ensure that the site was functioning properly before updating his nameservers to point to the new Verio platform. At this time we can confirm that Mr. [redacted]s site is up and running as normal.   In closing, we have applied two months worth of hosting credit to Mr. [redacted]'s account due to the inconvenience. The credit is available on the account for use now and will automatically apply toward any existing renewals or new purchases. Scenarios like these are never ideal for our customers or us, but they go a very long way in helping us to determine where it is that we can make improvements. We have took Mr. [redacted]'s feedback in regards to his customer experience with us and have passed it along to our executive management and engineering teams as we feel we can make improvements when it comes to migrations.   Sincerely, Verio Customer Relations