Verio Inc.

Initial Business Response /* (1000, 10, 2015/04/15) */
As per our cancellation policy, this customer did not cancel within the 10 days renewal period which wouldn't entitled them for a refund. After reviewing their account, Verio has decided to process a refund in good faith for the amount of...

$382.43. We have been in communication with the customer and have notified them of the refund.
Initial Consumer Rebuttal /* (3000, 12, 2015/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they did refund me and they are wrong in the fact that I did not cancel. it is always this way with verio, there service and billing are the same literally and they always miss inform us. they are just a mess. we appreciate the refund, but wouldn't it have been easier to say to a 10 year long customer we were wrong. that's why we are no longer with them. We are so happy we left. there company is horrible!
Final Business Response /* (4000, 14, 2015/05/05) */
We communicated with the customer on 3/23/2015 that as per Verio's refund policy, customers must notify Verio before or within ten days of the Renewal Date INVOICE DATE of their contract if they wish to cancel an account. Cancellation requests prior to or with in the 10 days grace period will result in a full refund for the web hosting charges if the account was renewed. Verio does not offer prorated refunds for cancellation requests submitted after ten days of the renewal date.
Customer's invoice date for the renewal of the 2 servers was March 1, 2015. The first time they contacted us to request the cancellation and the refund was on March 23, 2015 which is more than the 10 days allowed.
Due to the tenure of the customer with Verio, we went ahead and offered him a good faith full refund of $382.43, which has been applied already to their account.
For more details regarding the refund policy, please see the link below:
http://supportcenter.verio.com/KB/questions.php?questionid=651

To Whom it may concern, We respond to this complaint as follows. We have reviewed Mr. [redacted]'s website and can confirm that his website is currently being hosted with Verio Endurance as the domains DNS records point to our server.  We have reviewed Mr. [redacted]'s website and can confirm that the site is functioning without any errors. At this time we have reached out to Mr. [redacted] to confirm that there are no outstanding technical issues on his account and currently waiting to hear back from the customer. As a goodwill gesture we have refunded Mr. [redacted] for charges that occurred in the past three months by Verio Endurance. The refund was issued to Mr. [redacted]'s credit card charged ending in [redacted] and will appear on Mr. [redacted]'s account within the next 5-7 days. We have also applied an additional three months worth of hosting credit to Mr. [redacted]'s account. The credit is available for use now and will apply toward new purchases or existing renewals.Sincerely,Verio Customer Relations

Complaint: [redacted]
I am rejecting this response because:1)   The original documentation was made in 2006 when my "agent" arranged & paid for the web name [redacted] until 2020. can we all remember exactly what happened 11 years previously, ie the contact "E" mail address was discontinued the company ceased tradingI was using [redacted] as my business contact address, with a back up of [redacted]2)   My address in UK & telephone number were the same, as listed in VERIO documents, & have been for over 30 years3)   VERIO profess to being a good business company with high ethics, a) they do not answer "E" mails, b) they do not respond to phone calls made to the number, I was making 3 or 4 calls a day, c)  Most of the staff have a don't care attitude, d) the staff do not have access to people higher up the chain, can not speak to them, have to send "E" that then are not answered back to them to help the customer4) it took many days of "E" & phone calls to be "LUCKY" to find a person who did care this time was as they stated 9th to the 15 August5) This is an unprofessional company, there are many complaints published, they should be embarrased [redacted]
Sincerely,
[redacted]