Complaint: [redacted]
I am rejecting this response because:1) I spoke to Volusion representative in June 2013. The representative assured me that the cancellation was complete and there was no need to send in any written request. We trusted the Volusion representative. 2) Volusion stopped providing any service to the website [redacted] since Feb 2014. To the minimum, it should not charge for a service it didn't and could not have provided.
Volusion deliberately charged us thousands of dollars for services it did not provide simply because they had our bank account number. It's obviously fraudulent. They may be doing this to many other trusting customers.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The contract was a bait-and-switch technique. I didn't receive full information from the sales representative. The cancellation terms are linked to in the contract, they aren't actually IN the contract (it's not stated in Terms and Termination as you say, it's only alluded to). It is obviously written this way to take advantage of people. If it was upfront information, this wouldn't have been a problem. It is deceitful, and Volusion claims they aren't responsible. This is bad business, and Volusion should not be part of the Revdex.com.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The message sent to us was 2 seconds long and did not contain any information/conversation.
Regards,
[redacted]
We apologize for the frustration that cancelling the Volusion hosting account has caused this customer. In reviewing the account, I see that the customer originally sent his request via ticket/email to cancel his account on 2/5/2016. We replied to the customer on 2/8/2016 with an offer...
to stay with Volusion if interested as well as with instructions for submitting the cancellation through the secure online cancellation portal. Volusion’s terms and conditions state that all cancellations must be submitted through the online portal via the link we provided otherwise the account will remain active and the customer will be billed for it. The customer replied again saying they were not interested in taking the offer to stay with Volusion and asked again to cancel his account. We replied again on 2/9/2016 explaining that they would need to log in and submit the cancellation through the online cancellation portal, which they did not complete, so the account remained open. On 4/6/2016, nearly 2 months later, the customer sent in another ticket/email saying that we should have cancelled the account, to which our response was with the cancellation instructions once more. To date, the customer still has not submitted cancellation for his Volusion hosting account through the online portal. We will need the customer to submit his online cancellation at [redacted] to successfully cancel his account with Volusion. Again, we apologize for any frustration or inconvenience this has caused.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. If there are any problems with my refund, I will reopen this letter. Thank you.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: the note they claim they sent me wasn't sent. There is no name addressed to me! Below is a copy of the ssl that was purchased last year and it doesn't include the "Fraud Score"! I ask them to send me proof that they claimed they sent me last year addressing me about taking monies from my account. A company shouldn't take money out of a clients account without their permission. Volutions won't send proof because it doesn't exist!
Complaint: [redacted]
I am rejecting this response because:This is totally unacceptable.To be simple, I want the result, I want you claimedfunction/features work. From Volusion’s answer, they are saying they don’t care the product/serviceswork or not, but they must take money. I want to ask Volusion the question, when you claim yourfunction/features to potential customers, do you mean “we just provide theproduct and take your money, it is not our responsibility if they don’t work”.Volusion didn’t answer my question up to two weeks, theycouldn’t solve the problem finally, they suggest me to use third party service,this is unacceptable either. Regarding merchant service.First I never received any notices Volusion said on12/17/14, 01/19/15, 01/28/15, etc. If Volusion really cares about theircustomers, the contact should not be limited by mail, I can be contacted byother ways, email, phone. Second, on Feb 2015, I asked my bank help me to take allthose invalid chargeback back, but no result until today. Can I believe thosechargeback by Volusion/[redacted] be paid back even I received those noticelike Volusion said. Third, even contract mentioned “……”, that’s not meanVolusion and its partner don’t need provide service, as I said there is 0.1%chargeback rate in other places, but in Voluison, it is 50%, the so big difference,because other merchant service providers give merchants dispute opportunityfirst, they won’t take merchant money without notifying them review relatedtransactions. We all know that consuming promotes economy development,consumer benefits are highly protected in our country. Voluison is not going to compensate me, this means they arenot going to improve their product, more other consumers would be damaged.They are not responsible for all stakeholders, this istotally unacceptable.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: There are NO charges due prior to my cancellation. I owe nothing to this company! I want this situation resolved to my satisfaction.
Ther
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Volusion has been in contact with Rackspace about this issue. It is possible that the merchant may not be aware of the reason certain emails are being marked as spam. That is why the Volusion reps recommended the steps given in our previous response.Here is the information Rackspace provided regarding the issue's cause: -This account has been used to send content that recipients have indicated they consider spam. Possible explanations for this include: - This user sent spam - This user sent content which includes fragments from other emails that recipients considered spam - The user's computer has been infected with malware that is sending spam - The password for this account has been compromised and it is being used to send spamAgain, we recommend the merchant try the steps suggested in our previous response in order to remedy the issue.
To address the issue of payment processing, the Merchant can refer to their Volusion payment processing application. In this application received via email the Merchant will find that they entered into an agreement with Volusion and Global Payments. Page 2 of the application lists all of the fees for the credit card processing services, as well as, the link to the terms and conditions. The Merchant signed the application beneath the following statement: “By your signature below on behalf of Merchant, you certify that all information provided in this Merchant Application is true and accurate and you authorize Global Direct, and Global Direct on Member's behalf, to initiate debit entries to Merchant's checking account(s) in accordance with the Card Services Terms and Conditions.” (See attached document) The Merchant can visit our terms and conditions at any time at http://www.volusion.com/legal/merchant-services. If the Merchant needs a copy of their agreement, we’re happy to send it via email as well.With regard to the SSL certificate it's important to note that it is a requirement when using Volusion payment processing and that information is stated on the webpage for the Volusion payments services via the FAQ section:"Do I need an SSL in order to be approved for a merchant account with Volusion Payments?Yes. All websites using Volusion Credit Card Processing are required to have a SSL certificate with a minimum 128-bit encryption for all credit card information." (https://www.volusion.com/ecommerce-credit-card-processing)As the customer has paid for the SSL, we are happy to send them the certificate so that they can take it to use with another hosting platform.
Complaint: [redacted]
I am rejecting this response because:Up until our contact with them requesting cancellation we would receive an e-mail invoice each month. After my husband spoke to them regarding cancellation of all services those e-mails stopped coming, and yet they apparently kept charging our credit card, at that point without our knowledge or permission. I consider that an extremely shady business practice, bordering on an illegal business practice.
Regards,
[redacted]
We do apologize for the continued frustration; however, because access to the stats area is available to customers at all times, we are not able to compensate for data usage overages, regardless of the source of the IP address utilizing the bandwidth.
I am rejecting this response because:: This is not accurate information from Volusion. I advise them to listen to the conversation between the Volusion rep, my sister and I prior to the Dec. 14 email. We did exactly what the rep told us to do and the was to be no more action on our part to rectify the situation. I will talk to our bank about rejecting the credit card charged for the merchant account and try to capture our other payments. We used Volusion to have expert help and make our website an easier and efficient procesd, and they have only cost us money, time and frstration.
Regards,#
[redacted]
The customer's response does not reflect the truth of our decision-making in this case. We reserve the right to waive aspects of our Terms of Service, and as we have publicly stated here, we are willing to issue a full refund if the customer properly cancels service (in order to cancel the service without the customer following the prescribed protocol, we would have to waive the aspect of our Terms of Service that states we will not do so). If the customer continues to refuse to follow our instructions, we are willing to allow him to formally refuse our right to further bill the card on file (a stipulation of our agreement) by contacting [email protected] to verify the authenticity of the request. In that case, we would need him to provide:1. The card type2. Full cardholder name3. The last 4 digits of the card4. The amount and date of the most recent chargeIf authenticated properly, would leave the account active until the end of the current billing cycle, after which point we would cancel it for nonpayment due to lack of an approved payment method for the subsequent billing cycle. We would also be willing to honor our refund offer in this scenario.
First and foremost, we apologize for any negative experience. In reviewing the customer’s calls with our Sales Department on 2/11/15, we were unable to find that any inaccurate information was provided in terms of the service Volusion provides. During the initial call, the customer stated that she...
was testing both Volusion and a competitor's service. She mentioned that the competitor's service allowed her to view changes live through their free trial, whereas Volusion would not allow the store to go live until the service was purchased. The Volusion salesperson verified that this was correct, because the demo is simply a trial of how the software works and is not meant for live use.The customer explained that she was looking to upload about 100 products at this time and so only needed the basic package. When the sales representative mentioned pricing, the customer reiterated that she had already researched Volusion’s plans and would only need the basic Mini package at this time. She stated that at this point she would not need any of the additional features that the larger plans include, as she was only trying to see if Volusion would work for her business. The remainder of the call dealt with SEO optimization, marketing factors, payment processing, and the cancellation policy. It is important to note that the Mini plan does not come with phone support. As stated on our pricing page, this plan includes Technical Support via online chatand/or ticket. The customer submitted a ticket on 04/21/15 requesting cancellation. Cancellation instructions were sent to the customer on the same day, and we received the customer’s online cancellation form later that day. It appears that the customer did sign up for a payment processing account. This is the service Volusion offers which allows merchants to be able to accept credit card payments directly through the website; it is a separate service. During the initial sales call, the representative did mention our payment processing service as well as the fact that we offer SSL certificates for $89.00. The customer declined the offer at that time, stating that she would continue using Paypal. Please note that when a customer applies for a payment processing account, an SSL will be required for account approval. PCI compliance standards require that websites processing credit cards have an SSL. Ultimately, however, it is up to each customer to decide whether they wish to use our payment processing service or a third party service. The customer purchased an SSL on 2/2015 and was given a discount which reduced the fee by $30.00. We can confirm that the customer opted to purchase a domain name after purchasing the hosting plan. Per ICANN regulations, we are unable to release the domain name for 60 days from the date of purchase. This is not a Volusion policy but one we must follow in order to be able to offer domain name registrations. Again, we truly apologize for any frustration or negative experience this customer encountered. Although cancellations typically take effect with the end of the current cycle, we have proceeded to refund the most recent charge and have canceled the hosting service. We also reached out to our payment processing department on behalf of the customer, letting them know that the customer wishes to cancel. The payment processing team will reply to the customer shortly with further information regarding cancellation.
We provided instructions on both the website the merchant visited to cancel the hosting service, as well as, in an email to him how to cancel all additional services. We’re sorry if these instructions were confusing, however, our merchants can contact us via phone, email, or ticket with any questions to get clarification on how to cancel each service. Since this merchant signed a contract and did not follow the instructions provided to cancel the payment processing service, we’re unable to offer any type of compensation or waiver or fees.
Since Volusion is an eCommerce company, our terms and conditions are listed on our website so that merchants can access them online at any time. While the merchant may be frustrated that the full terms and conditions aren’t included within the application she signed, it still provides the necessary information to make an educated decision on whether or not to proceed with signing. The application is a legally binding contract just like any other services people may apply for and are required to sign (ex., cable services, lease agreement, etc.). If the merchant was unhappy with the information provided, then signature shouldn’t have been given agreeing to the service and terms and conditions.
The customer did follow the correct procedure in reporting his issue, and the response he received did provide accurate information regarding the next steps that will be taken by the company in reviewing the issue. As previously stated, issues are prioritized based on a number of factors, including number of occurrences, number of customers experiencing the issue, and the resources available to address the issue. Because of this, it is not possible to give an ETA for resolution of this issue.
Complaint: [redacted]
I am rejecting this response because: I am aware that the SSL certificate is necessary for the payment processing. I was aware of this when I bought it....that is the reason I got it. however I was never told about the payments coming out of my account. I asked about all fees.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:1) I spoke to Volusion representative in June 2013. The representative assured me that the cancellation was complete and there was no need to send in any written request. We trusted the Volusion representative. 2) Volusion stopped providing any service to the website [redacted] since Feb 2014. To the minimum, it should not charge for a service it didn't and could not have provided.
Volusion deliberately charged us thousands of dollars for services it did not provide simply because they had our bank account number. It's obviously fraudulent. They may be doing this to many other trusting customers.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The contract was a bait-and-switch technique. I didn't receive full information from the sales representative. The cancellation terms are linked to in the contract, they aren't actually IN the contract (it's not stated in Terms and Termination as you say, it's only alluded to). It is obviously written this way to take advantage of people. If it was upfront information, this wouldn't have been a problem. It is deceitful, and Volusion claims they aren't responsible. This is bad business, and Volusion should not be part of the Revdex.com.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The message sent to us was 2 seconds long and did not contain any information/conversation.
Regards,
[redacted]
We apologize for the frustration that cancelling the Volusion hosting account has caused this customer. In reviewing the account, I see that the customer originally sent his request via ticket/email to cancel his account on 2/5/2016. We replied to the customer on 2/8/2016 with an offer...
to stay with Volusion if interested as well as with instructions for submitting the cancellation through the secure online cancellation portal. Volusion’s terms and conditions state that all cancellations must be submitted through the online portal via the link we provided otherwise the account will remain active and the customer will be billed for it. The customer replied again saying they were not interested in taking the offer to stay with Volusion and asked again to cancel his account. We replied again on 2/9/2016 explaining that they would need to log in and submit the cancellation through the online cancellation portal, which they did not complete, so the account remained open. On 4/6/2016, nearly 2 months later, the customer sent in another ticket/email saying that we should have cancelled the account, to which our response was with the cancellation instructions once more. To date, the customer still has not submitted cancellation for his Volusion hosting account through the online portal. We will need the customer to submit his online cancellation at [redacted] to successfully cancel his account with Volusion. Again, we apologize for any frustration or inconvenience this has caused.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. If there are any problems with my refund, I will reopen this letter. Thank you.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: the note they claim they sent me wasn't sent. There is no name addressed to me! Below is a copy of the ssl that was purchased last year and it doesn't include the "Fraud Score"! I ask them to send me proof that they claimed they sent me last year addressing me about taking monies from my account. A company shouldn't take money out of a clients account without their permission. Volutions won't send proof because it doesn't exist!
Complaint: [redacted]
I am rejecting this response because:This is totally unacceptable.To be simple, I want the result, I want you claimedfunction/features work. From Volusion’s answer, they are saying they don’t care the product/serviceswork or not, but they must take money. I want to ask Volusion the question, when you claim yourfunction/features to potential customers, do you mean “we just provide theproduct and take your money, it is not our responsibility if they don’t work”.Volusion didn’t answer my question up to two weeks, theycouldn’t solve the problem finally, they suggest me to use third party service,this is unacceptable either. Regarding merchant service.First I never received any notices Volusion said on12/17/14, 01/19/15, 01/28/15, etc. If Volusion really cares about theircustomers, the contact should not be limited by mail, I can be contacted byother ways, email, phone. Second, on Feb 2015, I asked my bank help me to take allthose invalid chargeback back, but no result until today. Can I believe thosechargeback by Volusion/[redacted] be paid back even I received those noticelike Volusion said. Third, even contract mentioned “……”, that’s not meanVolusion and its partner don’t need provide service, as I said there is 0.1%chargeback rate in other places, but in Voluison, it is 50%, the so big difference,because other merchant service providers give merchants dispute opportunityfirst, they won’t take merchant money without notifying them review relatedtransactions. We all know that consuming promotes economy development,consumer benefits are highly protected in our country. Voluison is not going to compensate me, this means they arenot going to improve their product, more other consumers would be damaged.They are not responsible for all stakeholders, this istotally unacceptable.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: There are NO charges due prior to my cancellation. I owe nothing to this company! I want this situation resolved to my satisfaction.
Ther
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Volusion has been in contact with Rackspace about this issue. It is possible that the merchant may not be aware of the reason certain emails are being marked as spam. That is why the Volusion reps recommended the steps given in our previous response.Here is the information Rackspace provided regarding the issue's cause: -This account has been used to send content that recipients have indicated they consider spam. Possible explanations for this include: - This user sent spam - This user sent content which includes fragments from other emails that recipients considered spam - The user's computer has been infected with malware that is sending spam - The password for this account has been compromised and it is being used to send spamAgain, we recommend the merchant try the steps suggested in our previous response in order to remedy the issue.
To address the issue of payment processing, the Merchant can refer to their Volusion payment processing application. In this application received via email the Merchant will find that they entered into an agreement with Volusion and Global Payments. Page 2 of the application lists all of the fees for the credit card processing services, as well as, the link to the terms and conditions. The Merchant signed the application beneath the following statement: “By your signature below on behalf of Merchant, you certify that all information provided in this Merchant Application is true and accurate and you authorize Global Direct, and Global Direct on Member's behalf, to initiate debit entries to Merchant's checking account(s) in accordance with the Card Services Terms and Conditions.” (See attached document) The Merchant can visit our terms and conditions at any time at http://www.volusion.com/legal/merchant-services. If the Merchant needs a copy of their agreement, we’re happy to send it via email as well.With regard to the SSL certificate it's important to note that it is a requirement when using Volusion payment processing and that information is stated on the webpage for the Volusion payments services via the FAQ section:"Do I need an SSL in order to be approved for a merchant account with Volusion Payments?Yes. All websites using Volusion Credit Card Processing are required to have a SSL certificate with a minimum 128-bit encryption for all credit card information." (https://www.volusion.com/ecommerce-credit-card-processing)As the customer has paid for the SSL, we are happy to send them the certificate so that they can take it to use with another hosting platform.
Complaint: [redacted]
I am rejecting this response because:Up until our contact with them requesting cancellation we would receive an e-mail invoice each month. After my husband spoke to them regarding cancellation of all services those e-mails stopped coming, and yet they apparently kept charging our credit card, at that point without our knowledge or permission. I consider that an extremely shady business practice, bordering on an illegal business practice.
Regards,
[redacted]
We do apologize for the continued frustration; however, because access to the stats area is available to customers at all times, we are not able to compensate for data usage overages, regardless of the source of the IP address utilizing the bandwidth.
I am rejecting this response because:: This is not accurate information from Volusion. I advise them to listen to the conversation between the Volusion rep, my sister and I prior to the Dec. 14 email. We did exactly what the rep told us to do and the was to be no more action on our part to rectify the situation. I will talk to our bank about rejecting the credit card charged for the merchant account and try to capture our other payments. We used Volusion to have expert help and make our website an easier and efficient procesd, and they have only cost us money, time and frstration.
Regards,#
[redacted]
The customer's response does not reflect the truth of our decision-making in this case. We reserve the right to waive aspects of our Terms of Service, and as we have publicly stated here, we are willing to issue a full refund if the customer properly cancels service (in order to cancel the service without the customer following the prescribed protocol, we would have to waive the aspect of our Terms of Service that states we will not do so). If the customer continues to refuse to follow our instructions, we are willing to allow him to formally refuse our right to further bill the card on file (a stipulation of our agreement) by contacting [email protected] to verify the authenticity of the request. In that case, we would need him to provide:1. The card type2. Full cardholder name3. The last 4 digits of the card4. The amount and date of the most recent chargeIf authenticated properly, would leave the account active until the end of the current billing cycle, after which point we would cancel it for nonpayment due to lack of an approved payment method for the subsequent billing cycle. We would also be willing to honor our refund offer in this scenario.
First and foremost, we apologize for any negative experience. In reviewing the customer’s calls with our Sales Department on 2/11/15, we were unable to find that any inaccurate information was provided in terms of the service Volusion provides. During the initial call, the customer stated that she...
was testing both Volusion and a competitor's service. She mentioned that the competitor's service allowed her to view changes live through their free trial, whereas Volusion would not allow the store to go live until the service was purchased. The Volusion salesperson verified that this was correct, because the demo is simply a trial of how the software works and is not meant for live use.The customer explained that she was looking to upload about 100 products at this time and so only needed the basic package. When the sales representative mentioned pricing, the customer reiterated that she had already researched Volusion’s plans and would only need the basic Mini package at this time. She stated that at this point she would not need any of the additional features that the larger plans include, as she was only trying to see if Volusion would work for her business. The remainder of the call dealt with SEO optimization, marketing factors, payment processing, and the cancellation policy. It is important to note that the Mini plan does not come with phone support. As stated on our pricing page, this plan includes Technical Support via online chatand/or ticket. The customer submitted a ticket on 04/21/15 requesting cancellation. Cancellation instructions were sent to the customer on the same day, and we received the customer’s online cancellation form later that day. It appears that the customer did sign up for a payment processing account. This is the service Volusion offers which allows merchants to be able to accept credit card payments directly through the website; it is a separate service. During the initial sales call, the representative did mention our payment processing service as well as the fact that we offer SSL certificates for $89.00. The customer declined the offer at that time, stating that she would continue using Paypal. Please note that when a customer applies for a payment processing account, an SSL will be required for account approval. PCI compliance standards require that websites processing credit cards have an SSL. Ultimately, however, it is up to each customer to decide whether they wish to use our payment processing service or a third party service. The customer purchased an SSL on 2/2015 and was given a discount which reduced the fee by $30.00. We can confirm that the customer opted to purchase a domain name after purchasing the hosting plan. Per ICANN regulations, we are unable to release the domain name for 60 days from the date of purchase. This is not a Volusion policy but one we must follow in order to be able to offer domain name registrations. Again, we truly apologize for any frustration or negative experience this customer encountered. Although cancellations typically take effect with the end of the current cycle, we have proceeded to refund the most recent charge and have canceled the hosting service. We also reached out to our payment processing department on behalf of the customer, letting them know that the customer wishes to cancel. The payment processing team will reply to the customer shortly with further information regarding cancellation.
We provided instructions on both the website the merchant visited to cancel the hosting service, as well as, in an email to him how to cancel all additional services. We’re sorry if these instructions were confusing, however, our merchants can contact us via phone, email, or ticket with any questions to get clarification on how to cancel each service. Since this merchant signed a contract and did not follow the instructions provided to cancel the payment processing service, we’re unable to offer any type of compensation or waiver or fees.
Since Volusion is an eCommerce company, our terms and conditions are listed on our website so that merchants can access them online at any time. While the merchant may be frustrated that the full terms and conditions aren’t included within the application she signed, it still provides the necessary information to make an educated decision on whether or not to proceed with signing. The application is a legally binding contract just like any other services people may apply for and are required to sign (ex., cable services, lease agreement, etc.). If the merchant was unhappy with the information provided, then signature shouldn’t have been given agreeing to the service and terms and conditions.
The customer did follow the correct procedure in reporting his issue, and the response he received did provide accurate information regarding the next steps that will be taken by the company in reviewing the issue. As previously stated, issues are prioritized based on a number of factors, including number of occurrences, number of customers experiencing the issue, and the resources available to address the issue. Because of this, it is not possible to give an ETA for resolution of this issue.
Complaint: [redacted]
I am rejecting this response because: I am aware that the SSL certificate is necessary for the payment processing. I was aware of this when I bought it....that is the reason I got it. however I was never told about the payments coming out of my account. I asked about all fees.
Regards,
[redacted]