Complaint: ***
I am rejecting this response because: the losses are much higher than the amount offered and we will go ahead with a lawsuit
Regards,
*** ***
While we are unable to offer a full refund --- as the sites have been successfully hosted and maintained on Volusion’s servers ---we do understand that the situation could have been handled better and more efficiently, and a credit for one month’s hosting fee has been issued back to the customer. We apologize for the frustration caused by this issue
Complaint: ***
I am rejecting this response because:My last transaction with Volusion was on January 30TH. If they took days to process those two payments, that's not my fault. I closed my account with Volusion AND my merchant account on January 30th. I can possibly see charging me for those transactions - just the transaction fees - but the $monthly fee for February? NO WAY. Not acceptable
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The $SSL Certificate is the only thing that was made known to meI had no knowledge of the the Merchant Account - so I hope I make myself perfectly clear in that there is/was no confusion, just the outright lack of knowledge of the Merchant AccountIf I have stated more than times during our phone conversations that I can't afford the $fee, human decency would suggest that you either stop pushing this onto me because there are more fees attached to it or you can blatantly tell me that there is also a monthly obligation so that I can make a more informed decisionThe fees might be disclosed in the contract, but I signed and emailed this contract while on the phone with *** and she never read me the top of page two nor pointed my attention to it - she just told me where to initial and sign. I only signed up for the "$Special" because I was led to believe that this is the only way I can accept credit card payments - this is all I simply wanted; however, it was made evident afterwards that neither the SSL Certificate or a Merchant Account is necessary for this.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Volusion received and acknowledged our call canceling the serviceThey told us we would have to pay one year of the contractThey said nothing about a $cancellation fee or a confirmation e-mailWe never received any confirmation e-mailWe have paid six times the amount of the cancellation fee due to their failure to clearly communicateWe cancelled Volusion because of hidden feesWe have received no product or service from VolusionVolusion has not acted in good faith
Regards,
*** ***
The merchant account was closed in June, per the merchant's requestThe notices to which the merchant is referring are notices regarding charges which were incurred prior to the date of cancellation
After the merchant purchased a plan for our hosting service, we recommended applying for a merchant account so that the merchant could accept and process credit cards on the website. An application was emailed to the merchant; the application listed the fees and stated the terms and conditions
for the service. The merchant signed and submitted the application.Page two of the application lists the fees for the service and provides a link to the terms and conditions. By signing the application, the merchant agreed to have the fees assessed and to abide by our terms and conditions, which can be found by visiting ***. The three-year term and the $early termination fee are stated within the terms to which the merchant agreed. There are costs associated with setting up a merchant account. Examples of some of these costs include: running background and credit checks, configuring Authorize.net and Global Payments’ systems, and paying a setup fee to Authorize.net. Volusion currently requires a three-year term to recoverthose initial investment costs. If merchants choose to cancel before the three-year term has ended, the $early termination fee is assessed, as stated in the terms
Complaint: ***
I am rejecting this response because: it is not spam and volusion needs to contact rackspam to tell them that so I dont keep having issues instead they keep giving me the run aroundits absurd I need to be able to run my business
Regards,
*** ***
The merchant was approved for a Merchant Account on 06/27/2014. At that time, the merchant received an email from Volusion explaining that the merchant would be receiving another email, from Authorize.net, which would require the merchant to click on an activation link and provide personal and
business information. The email further directed the merchant to review a knowledge base article which would contain the steps for obtaining the API ID and Transaction Key from Authorize.net and also provide instructions for plugging them into the online store so that credit cards could be processedIt was advised within the email that test mode would need to be turned off within Authorize.net to process real transactions. The merchant called in to our Merchant Care team on 10/16/stating that there were issues with accepting credit cards. The representative advised that the steps previously given in the email had yet to be followed and the gateway credentials were not plugged into the store. The representative explainedhow to obtain the API ID and Transaction Key from Authorize.net and where to plug in the information. The merchant did not attempt to process a credit card until 12/29/2014, at which time another error message was received, stating that the credentials were invalidVolusion was not contacted at that time.The merchant attempted a credit card order again on 01/19/and received the same error message. The merchant called in to our Support department, and the Support representative advised that this error message indicates that the information which the merchant plugged into the store is incorrect and that the merchant would need to sign into Authorize.net and obtain the correct credentials, then copy and paste them in. The caller advised the Support representative that she preferred to cancelAs services were rendered and instructions were provided for plugging in the gateway credentials, we are unable to offer compensation
We are very sorry for any frustration or misunderstanding. Our records do indicate that there is a balance owed on the account. A member of our Billing Team will be reaching out to provide clarification as to the charges
We are very sorry to hear about this customer's negative experience. It is our intention to provide excellent service to all of our customers, and we are sorry that this customer's experience fell short of the standards we strive to upholdDue to the frustrations experienced, we refunded the
customer's hosting fee charges ($and $16.83) on 4/21/2015. The $charge pertained to a three-year Domain Name Registration feeBecause this domain name will be registered to the customer for a three-year term, we are unable to refund this charge. However, the customer may utilize the domain name with any web host; she may also transfer the domain to another domain registrar days after the purchase. If she has any questions about utilizing the domain with another web host, our Support Team would be happy to provide assistance with this process
Complaint: ***
I am rejecting this response because:I don't care what their reasoning is, they were a nightmare to deal with from the very start. I was forced to pay for my monthly plan for a WEEK before I was even able to use my website, because they took days to install the SSL on my site. So I paid for an additional days for nothing. So THAT was ok to take my money for days without me being able to use my site, but they won't reimburse me for the fee because THEY took extra days to process credit card payments in the following month after I cancelled? That doesn't seem fair to me! But I guess that's the Volusion ripoff way! I was told they wouldn't start the merchant application process or anything until I paid for a plan, so I only got weeks out of my month plan that I paid for. It was just a complete nightmare from the very beginning and still a month after I'm done with them. I will not ever say this is resolved through Revdex.com until they rectify this issue. And if they don't, then I guess they will keep an unresolved issue in the Revdex.com file
Regards,
*** ***
We sincerely apologize for any frustration caused by the bandwidth overage issue.
Regarding data transfer usage, merchants are provided with access to the stats area in my.volusion.com, so that they may have full visibility and control of bandwidth fluctuation
Our support team did an
analysis of this account by reviewing the merchant's stats page and found that the bandwidth overage stems from an IP address that was hitting the site repeatedly. There is, unfortunately, no way to prevent spammers or bots from visiting a public website, other than to attempt to avoid the issue in the future by blocking the IP address associated with the hits.
While Volusion's Terms and Conditions do provide a Service Level Warranty which guarantees network uptime, (*** *** **), we are not able to compensate for software features or legitimate bandwidth usageMerchants are provided with my.volusion.com and the stats area so that they are able to monitor bandwidth fluctuation. Additionally, our Technical Support Team is available 24/in order to assist with any questions regarding the stats area
Because the bandwidth usage was legitimate, we are unable to provide compensation for any overage charges
Complaint: ***
I am rejecting this response because:
this is incorrectwe are not sending spam and have had these email accts for yrs without an issue. it has been an EVERYDAY ISSUE. they need to tell Rackspace we are not sending spam! I cannot waste my time every day dealing with this nonsenseI need to be able to run my business! WORST CUSTOMER SERVICE, if u can even call it customer service, EVERRR!
Regards,
*** ***
Complaint: ***
I am rejecting this response because: During my lengthy initial conversation with Volusion, I was never informed that I needed to commit to additional payments for the use of credit card paymentsI was only told about the $monthly charge for becoming a customer of VolusionAfter signing up I was then told that the service Volusion was offering was useless unless I paid an additional $for credit card payments. This was never stated beforehandWhy would anyone sign up to use Volision's service at their advertised rate if it would never workIf I then said to cancel everything (immediately) there is a $termination feeThis too was never mentionedIt appears that Volusion's business plan is to get a customer to agree to their initial sign up and after that is paid, to tell them that what they just signed up for is not going to work unless they pay for extra servicesThey insist on getting their initial payment (and a credit card number) first and then the customer finds out it's a waste of money unless they agree to other paid services
Regards,
*** ***
Complaint: ***
I am rejecting this response because this is yet again a failure to resolve this issue
I believe that this issue may reach a timely resolution if Volusion's attention were diverted towards solving this matter rather than on producing barren responses elaborating reasons on why this issue cannot be fixed
To allow ample attention on the matter, we will relinquish the apology portion of our demands so that more time may be diverted towards assessing the more urgent matter at hand
Otherwise, our settlement demands still remain the same: repair the glitchHowever, since it has surpassed the time requested for this matter to be resolved within, we may demand a compensation for product defect
We thank you in advance for your cooperation on this case
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because: Your contract is purposefully misleading in order to deceive people. This is the definition of fraud. This type of non-disclosed information is fraud under conditions of coercion and fraud in the inducement, which voids the contract. Had this information not been hidden away in separate files I would not have signed up in the first place. Even cable services and lease agreements are upfront about their costs and term lengths.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
That is still unacceptable. We have not been given a working tool to block traffic from troublesome IP addresses. I have an open ticket from two years ago where we reported that your IP blocking mechanism is non-functional. Access to the stats is not useful for us if we can't take action based on that data. I'm attaching a PDF of the ticket referenced above.
Regards,
[redacted]
In order to apply for a merchant account, the merchant must sign and submit a contract. This merchant did accordingly sign and submit the contract. The terms stated in the contract to which the merchant agreed state that a written request is required to cancel the merchant account. For that reason we are unable to accept a verbal request to cancel the service. When the merchant called in and spoke to the Volusion representative, the merchant's email address was confirmed, and a message was sent to her via email as well as to her ticket area in MyVolusion. The merchant was advised on the phone that a response was required in order to process the cancellation. The merchant can find a copy of the message by signing into [redacted]
Complaint: [redacted]
I am rejecting this response because:I no longer have access to the support section of my account where the request was placed. I have no way to retrieve it. Volusion is charging me for services not rendered. This is theft.
Regards,
[redacted]
Complaint: ***
I am rejecting this response because: the losses are much higher than the amount offered and we will go ahead with a lawsuit
Regards,
*** ***
While we are unable to offer a full refund --- as the sites have been successfully hosted and maintained on Volusion’s servers ---we do understand that the situation could have been handled better and more efficiently, and a credit for one month’s hosting fee has been issued back to the customer. We apologize for the frustration caused by this issue
Complaint: ***
I am rejecting this response because:My last transaction with Volusion was on January 30TH. If they took days to process those two payments, that's not my fault. I closed my account with Volusion AND my merchant account on January 30th. I can possibly see charging me for those transactions - just the transaction fees - but the $monthly fee for February? NO WAY. Not acceptable
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The $SSL Certificate is the only thing that was made known to meI had no knowledge of the the Merchant Account - so I hope I make myself perfectly clear in that there is/was no confusion, just the outright lack of knowledge of the Merchant AccountIf I have stated more than times during our phone conversations that I can't afford the $fee, human decency would suggest that you either stop pushing this onto me because there are more fees attached to it or you can blatantly tell me that there is also a monthly obligation so that I can make a more informed decisionThe fees might be disclosed in the contract, but I signed and emailed this contract while on the phone with *** and she never read me the top of page two nor pointed my attention to it - she just told me where to initial and sign. I only signed up for the "$Special" because I was led to believe that this is the only way I can accept credit card payments - this is all I simply wanted; however, it was made evident afterwards that neither the SSL Certificate or a Merchant Account is necessary for this.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Volusion received and acknowledged our call canceling the serviceThey told us we would have to pay one year of the contractThey said nothing about a $cancellation fee or a confirmation e-mailWe never received any confirmation e-mailWe have paid six times the amount of the cancellation fee due to their failure to clearly communicateWe cancelled Volusion because of hidden feesWe have received no product or service from VolusionVolusion has not acted in good faith
Regards,
*** ***
The merchant account was closed in June, per the merchant's requestThe notices to which the merchant is referring are notices regarding charges which were incurred prior to the date of cancellation
After the merchant purchased a plan for our hosting service, we recommended applying for a merchant account so that the merchant could accept and process credit cards on the website. An application was emailed to the merchant; the application listed the fees and stated the terms and conditions
for the service. The merchant signed and submitted the application.Page two of the application lists the fees for the service and provides a link to the terms and conditions. By signing the application, the merchant agreed to have the fees assessed and to abide by our terms and conditions, which can be found by visiting ***. The three-year term and the $early termination fee are stated within the terms to which the merchant agreed. There are costs associated with setting up a merchant account. Examples of some of these costs include: running background and credit checks, configuring Authorize.net and Global Payments’ systems, and paying a setup fee to Authorize.net. Volusion currently requires a three-year term to recoverthose initial investment costs. If merchants choose to cancel before the three-year term has ended, the $early termination fee is assessed, as stated in the terms
Complaint: ***
I am rejecting this response because: it is not spam and volusion needs to contact rackspam to tell them that so I dont keep having issues instead they keep giving me the run aroundits absurd I need to be able to run my business
Regards,
*** ***
The merchant was approved for a Merchant Account on 06/27/2014. At that time, the merchant received an email from Volusion explaining that the merchant would be receiving another email, from Authorize.net, which would require the merchant to click on an activation link and provide personal and
business information. The email further directed the merchant to review a knowledge base article which would contain the steps for obtaining the API ID and Transaction Key from Authorize.net and also provide instructions for plugging them into the online store so that credit cards could be processedIt was advised within the email that test mode would need to be turned off within Authorize.net to process real transactions. The merchant called in to our Merchant Care team on 10/16/stating that there were issues with accepting credit cards. The representative advised that the steps previously given in the email had yet to be followed and the gateway credentials were not plugged into the store. The representative explainedhow to obtain the API ID and Transaction Key from Authorize.net and where to plug in the information. The merchant did not attempt to process a credit card until 12/29/2014, at which time another error message was received, stating that the credentials were invalidVolusion was not contacted at that time.The merchant attempted a credit card order again on 01/19/and received the same error message. The merchant called in to our Support department, and the Support representative advised that this error message indicates that the information which the merchant plugged into the store is incorrect and that the merchant would need to sign into Authorize.net and obtain the correct credentials, then copy and paste them in. The caller advised the Support representative that she preferred to cancelAs services were rendered and instructions were provided for plugging in the gateway credentials, we are unable to offer compensation
We are very sorry for any frustration or misunderstanding. Our records do indicate that there is a balance owed on the account. A member of our Billing Team will be reaching out to provide clarification as to the charges
We are very sorry to hear about this customer's negative experience. It is our intention to provide excellent service to all of our customers, and we are sorry that this customer's experience fell short of the standards we strive to upholdDue to the frustrations experienced, we refunded the
customer's hosting fee charges ($and $16.83) on 4/21/2015. The $charge pertained to a three-year Domain Name Registration feeBecause this domain name will be registered to the customer for a three-year term, we are unable to refund this charge. However, the customer may utilize the domain name with any web host; she may also transfer the domain to another domain registrar days after the purchase. If she has any questions about utilizing the domain with another web host, our Support Team would be happy to provide assistance with this process
Complaint: ***
I am rejecting this response because:I don't care what their reasoning is, they were a nightmare to deal with from the very start. I was forced to pay for my monthly plan for a WEEK before I was even able to use my website, because they took days to install the SSL on my site. So I paid for an additional days for nothing. So THAT was ok to take my money for days without me being able to use my site, but they won't reimburse me for the fee because THEY took extra days to process credit card payments in the following month after I cancelled? That doesn't seem fair to me! But I guess that's the Volusion ripoff way! I was told they wouldn't start the merchant application process or anything until I paid for a plan, so I only got weeks out of my month plan that I paid for. It was just a complete nightmare from the very beginning and still a month after I'm done with them. I will not ever say this is resolved through Revdex.com until they rectify this issue. And if they don't, then I guess they will keep an unresolved issue in the Revdex.com file
Regards,
*** ***
We sincerely apologize for any frustration caused by the bandwidth overage issue.
Regarding data transfer usage, merchants are provided with access to the stats area in my.volusion.com, so that they may have full visibility and control of bandwidth fluctuation
Our support team did an
analysis of this account by reviewing the merchant's stats page and found that the bandwidth overage stems from an IP address that was hitting the site repeatedly. There is, unfortunately, no way to prevent spammers or bots from visiting a public website, other than to attempt to avoid the issue in the future by blocking the IP address associated with the hits.
While Volusion's Terms and Conditions do provide a Service Level Warranty which guarantees network uptime, (*** *** **), we are not able to compensate for software features or legitimate bandwidth usageMerchants are provided with my.volusion.com and the stats area so that they are able to monitor bandwidth fluctuation. Additionally, our Technical Support Team is available 24/in order to assist with any questions regarding the stats area
Because the bandwidth usage was legitimate, we are unable to provide compensation for any overage charges
Complaint: ***
I am rejecting this response because:
this is incorrectwe are not sending spam and have had these email accts for yrs without an issue. it has been an EVERYDAY ISSUE. they need to tell Rackspace we are not sending spam! I cannot waste my time every day dealing with this nonsenseI need to be able to run my business! WORST CUSTOMER SERVICE, if u can even call it customer service, EVERRR!
Regards,
*** ***
Complaint: ***
I am rejecting this response because: During my lengthy initial conversation with Volusion, I was never informed that I needed to commit to additional payments for the use of credit card paymentsI was only told about the $monthly charge for becoming a customer of VolusionAfter signing up I was then told that the service Volusion was offering was useless unless I paid an additional $for credit card payments. This was never stated beforehandWhy would anyone sign up to use Volision's service at their advertised rate if it would never workIf I then said to cancel everything (immediately) there is a $termination feeThis too was never mentionedIt appears that Volusion's business plan is to get a customer to agree to their initial sign up and after that is paid, to tell them that what they just signed up for is not going to work unless they pay for extra servicesThey insist on getting their initial payment (and a credit card number) first and then the customer finds out it's a waste of money unless they agree to other paid services
Regards,
*** ***
Complaint: ***
I am rejecting this response because this is yet again a failure to resolve this issue
I believe that this issue may reach a timely resolution if Volusion's attention were diverted towards solving this matter rather than on producing barren responses elaborating reasons on why this issue cannot be fixed
To allow ample attention on the matter, we will relinquish the apology portion of our demands so that more time may be diverted towards assessing the more urgent matter at hand
Otherwise, our settlement demands still remain the same: repair the glitchHowever, since it has surpassed the time requested for this matter to be resolved within, we may demand a compensation for product defect
We thank you in advance for your cooperation on this case
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because: Your contract is purposefully misleading in order to deceive people. This is the definition of fraud. This type of non-disclosed information is fraud under conditions of coercion and fraud in the inducement, which voids the contract. Had this information not been hidden away in separate files I would not have signed up in the first place. Even cable services and lease agreements are upfront about their costs and term lengths.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
That is still unacceptable. We have not been given a working tool to block traffic from troublesome IP addresses. I have an open ticket from two years ago where we reported that your IP blocking mechanism is non-functional. Access to the stats is not useful for us if we can't take action based on that data. I'm attaching a PDF of the ticket referenced above.
Regards,
[redacted]
In order to apply for a merchant account, the merchant must sign and submit a contract. This merchant did accordingly sign and submit the contract. The terms stated in the contract to which the merchant agreed state that a written request is required to cancel the merchant account. For that reason we are unable to accept a verbal request to cancel the service. When the merchant called in and spoke to the Volusion representative, the merchant's email address was confirmed, and a message was sent to her via email as well as to her ticket area in MyVolusion. The merchant was advised on the phone that a response was required in order to process the cancellation. The merchant can find a copy of the message by signing into [redacted]
Complaint: [redacted]
I am rejecting this response because:I no longer have access to the support section of my account where the request was placed. I have no way to retrieve it. Volusion is charging me for services not rendered. This is theft.
Regards,
[redacted]