[redacted] filed a complaint due to difficulties with updating contact information on his Account A member of the [redacted] left a voice message for Mr [redacted] on 8/and sent an email We spoke with Mr [redacted] on 8/and were able to help him update his Account contact information We ask that Mr [redacted] contact our office directly if he has any additional questions or concerns related to this matter
Complaint: [redacted] I am rejecting this response because: See Below: From: [redacted] *** [redacted] Date: Mon, Aug 18, at 4:PM Subject: BBC Complaint # [redacted] To: [redacted] Dear [redacted] ***, Please see my response to [redacted] when I tried to return their phone call to meI have tried several times to return their phone callI even had a friend call with me on way to try to resolve my issue, but with no success after spending minutes on the phone with them Thank you for your assistance [redacted] [redacted] ---------- Forwarded message ---------- From: [redacted] *** [redacted] > Date: Wed, Aug 6, at 4:PM Subject: Re: [redacted] To: [redacted] Dear ***, I am sorry that I missed your phone call todayI tried to return ***'s phone call yesterdayShe identified herself as a supervisorA customer service representative named [redacted] answered the call at the number I was givenHe said he couldn't transfer me to her because he did not know who she wasHe also refused to transfer me to a supervisor even when I explained my situation to himI was told that "None were available." [redacted] refused to give me your corporate phone number so that I could lodge a complaint in regards to the ridiculous amount of time wasted on your representatives not knowing how to assist me in filling out a form in order to take over my deceased father's accountIt has now been over hours and weeks that I have spent with all of your representatives, not to mention the numerous phone calls, at least 8-He said to leave a comment on your website He insisted on trying to help me even when I explained that I am done speaking with customer service representatives and I now needed a supervisorAfter explaining my situation AGAIN to him, he said he couldn't do anything to help me and had to transfer me to the fax support team, which was over a minute wait after wasting minutes on the phone with him I would appreciate it if your supervisors will call me after 1pm PSTI am rarely available earlierI am not going to call your generic phone number again just to be tied up on the phone with someone who cannot help me and who will waste my timeI need a supervisor's direct line I also do not appreciate having my time wasted by a customer service representative who refuses to immediately transfer me to a supervisor and instead transfers me to a department that takes over minutes to get a hold of yet another representative, not a supervisor and who tries to stonewall me from complaining to corporate I have filed a complaint with the [redacted] as well as the [redacted] regarding this issue Sincerely, [redacted] On Wed, Aug 6, at 11:AM, [redacted] [redacted] > wrote: Dear [redacted] [redacted] , Thank you for contacting [redacted] Customer Service DepartmentWe are committed to creating the best Customer experience possibleOne of the first ways we can demonstrate our commitment to this goal is to quickly and efficiently handle your recent request Please be advised that I have tried calling you at [redacted] to further assist you on the fax documents you have submitted for the domain transfer of [redacted] , but I was not able to reach you For immediate assistance, please do not hesitate to contact Customer Support using the telephone number provided below and refer to Service Request [redacted] You may also directly e-mail me with your alternate phone number that I can reach you at [redacted] I apologize for any inconvenience this may have caused you We hope this update has been helpfulHowever, if you have any additional questions, please don't hesitate to contact our Customer Service Department As a [redacted] Customer, you are entitled to unlimited access, day or night, to technically skilled Customer service representatives who are dedicated to delivering any level of support you may needTo reach us, call [redacted] If you are calling from outside the U.Sor Canada, please call [redacted] Sincerely, [redacted] , a Web.com Company http:// [redacted] US/Can: [redacted] International: [redacted]
[redacted] *** filed a Complaint citing unauthorized charges to his credit card In the Complaint, Mr [redacted] reported charges totaling $ We attempted to reach Mr [redacted] by phone 7/31; however, he was not available, so a voicemail message was left for him A follow up email including contact information for a member of the [redacted] was also sent We are willing to work with Mr [redacted] to address this matter and ask that he contact our office directly to proceed
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , I would like to thank the Revdex.com of a [redacted] personally for mediating my complaint [redacted] of Web.com contacted me by email and I replied to her with a message reiterating the details of my complaint with the Revdex.comMs [redacted] had stated in her email that she would look further into the matter, and was true to her wordWithin two days I received confirmation from Web.com that my money was to be fully refundedI am quite certain this resolution would not have occurred without your interventionI am hopeful that Web.com will rethink their purchase procedures and become a more honest and transparent internet presence When I filed my complaint, I had no hope of getting a refundMy goal was to express my frustration and outrage at a company that appears to be operating on the fringes of what might be considered ethicalMore and more I see web sites that use tactics like pop up windows and rerouting with the intention of misleading customers into situations where credit card information can be used to charge a "subscription" rateIf it is a small amount of money, and the monthly transaction description is vague enough, the company can get by with this borderline fraud for many monthsI have looked back at my computer transactions from the time period involved with my complaint, and have reason to believe that during a purchase from [redacted] of a ten-dollar domain name, I was unknowingly rerouted to Web.com before I was allowed to complete the transactionAt some point during the purchase process I was signed into a monthly contract for web servicesI do not understand how it happenedMy guess is that [redacted] and Web.com are not separate entities, but are owned by the same umbrella company, and that I was intentionally rerouted to Web.com without my consentI am sure Web.com could easily point out that all I had to do was read thirty pages of legalese written in fine print to thoroughly understand the nature of my commitmentIn other words, in a legal setting, the company could prove they acted within the law, and that all the information regarding my purchase was available to me....if only I had clicked the tiny little X in the obscure-looking pop up window or picked up a magnifying glass Would the Revdex.com be willing to take the lead in an effort to bring transparency to e-commerce? To lobby for stricter rules or self-regulation for web businesses? Simply requiring that all American-based e-commerce companies follow the same check-out procedure would, for the most part, eliminate a web commerce company's ability to act fraudulently These three steps could be added to any online e-commerce check-out procedure: Step 1--require that a printable window dedicated to a final invoice page be provided to the online customer detailing/describing his or her purchase including taxes, shipping, contact numbers, company name, address, telephone, email address along with the company's cancellation, refund and return policyIn "subscription" cases, where the purchase allows the vendor to access a customer's bank account on a multiple occasions, require that the terms of the transaction be stated clearly in a condensed contract version written in layman's (not legal) language(Require that a link to any multiple page legal contracts or "terms of agreement" that may affect the customer be provided should the customer choose to read or print out said contracts or agreements.) Step 2--require a "Next" button on the Step window that takes the consumer directly to a second and separate printable window that recaps important details of the pending purchase and makes clear that, at that point in the check-out process, the customer has a choice to either continue or discontinue the transaction by clicking YES OR NOA YES click directs the customer to a message that the transaction is complete and their credit card will be charged for the agreed upon amountA NO click brings up a message that the transaction has been cancelled and the customer's credit card will not be charged Step 3--require an email receipt be sent to the customer immediately upon purchase of the product or service that (for a third and final time) describes details of the purchase and or terms of the subscription (to include information about how the charges will appear on his or her bank statement) and offering a link to cancellation, return, or refund policies These simple practices are already used by most reputable e-commerce companiesA requirement that all American-based e-commerce companies comply by following a precisely-defined "check-out" policy would certainly not be a hardship, and would eliminate the use of the suspiciously confusing rerouting techniques many e-commerce companies use to further access a customer's credit card without the customer's knowledge or complianceCompanies that follow these transparency procedures could be identified in some way that customers recognize and trustThe same way the Revdex.com symbol invokes trust in brick and mortar businesses, it could have an even greater impact on the e-commerce communityPerhaps the Revdex.com logo with a direct link to the relevant Revdex.com headquarters could be used as a "badge" for e-commerce web sites that follow Revdex.com e-commerce proceduresSuch a "badge" would benefit customers by assuring that the web company uses transparent purchase practicesIt would also benefit the e-commerce company by attracting consumers to a web site they feel they can trustIn many communities, e-commerce businesses like YOWL and others use consumer reviews to achieve the same purposeHowever, consumer reviews are easily misinterpreted and/or and can often unfairly damage a business' or personal reputation Hopefully, the e-commerce community will someday work together to create an atmosphere of honesty and transparency that will outweigh the negatives and distrust caused by blatantly fraudulent web sitesEvery internet user likes to think that he or she knows the way around a computer and would never be tricked into buying a product or service they didn't wantBut the truth is that no matter how computer-savvy we think we are, we are always hundreds of steps behind the most current internet technologyWhat angers me most about non-transparent e-commerce sites like Web.com is that there are many honest stacompanies that will not succeed because of the negative impact a few unethical companies have had on the marketplace Again, thank you for your time and attention to my complaintI have a new-found trust (and respect) for the hard work of the Revdex.com Sincerely, [redacted] [redacted]
[redacted] filed a complaint due to difficulties with a hosting package A member of the [redacted] attempted to reach Ms [redacted] on 9/via telephone and email, a voicemail message was leftMs [redacted] responded via email to advise that she would be in touch with our officeWe will be working directly Ms [redacted] to resolve this issue
[redacted] filed a complaint due to difficulties with billing and had requested a refund A member of the [redacted] attempted to reach Ms [redacted] on 8/via telephone and email Ms [redacted] responded via email and we were able to confirm the requested refund had been issued on 8/ Ms [redacted] has been provided with direct contact information to our office and we ask that she contact us directly if she has any additional concerns related to this matter
[redacted] filed a Complaint when she was charged after cancellation In her Complaint, Ms [redacted] noted that she cancelled services in November 2013, but was still being charged Ms [redacted] requested that cancellation be completed along with a refund totaling $ We attempted to reach Ms [redacted] by phone and email 9/2; however, she was not available, so a voicemail message was left for her A follow up email including contact information for a member of the [redacted] was sent We remain willing to work with Ms [redacted] to address this matter and ask that she contact our office directly to proceed
[redacted] filed a complaint due to difficulties with updating contact information on his Account A member of the [redacted] left a voice message for Mr [redacted] on 8/and sent an email We spoke with Mr [redacted] on 8/and were able to help him update his Account contact information We ask that Mr [redacted] contact our office directly if he has any additional questions or concerns related to this matter
Complaint: [redacted] I am rejecting this response because: See Below: From: [redacted] *** [redacted] Date: Mon, Aug 18, at 4:PM Subject: BBC Complaint # [redacted] To: [redacted] Dear [redacted] ***, Please see my response to [redacted] when I tried to return their phone call to meI have tried several times to return their phone callI even had a friend call with me on way to try to resolve my issue, but with no success after spending minutes on the phone with them Thank you for your assistance [redacted] [redacted] ---------- Forwarded message ---------- From: [redacted] *** [redacted] > Date: Wed, Aug 6, at 4:PM Subject: Re: [redacted] To: [redacted] Dear ***, I am sorry that I missed your phone call todayI tried to return ***'s phone call yesterdayShe identified herself as a supervisorA customer service representative named [redacted] answered the call at the number I was givenHe said he couldn't transfer me to her because he did not know who she wasHe also refused to transfer me to a supervisor even when I explained my situation to himI was told that "None were available." [redacted] refused to give me your corporate phone number so that I could lodge a complaint in regards to the ridiculous amount of time wasted on your representatives not knowing how to assist me in filling out a form in order to take over my deceased father's accountIt has now been over hours and weeks that I have spent with all of your representatives, not to mention the numerous phone calls, at least 8-He said to leave a comment on your website He insisted on trying to help me even when I explained that I am done speaking with customer service representatives and I now needed a supervisorAfter explaining my situation AGAIN to him, he said he couldn't do anything to help me and had to transfer me to the fax support team, which was over a minute wait after wasting minutes on the phone with him I would appreciate it if your supervisors will call me after 1pm PSTI am rarely available earlierI am not going to call your generic phone number again just to be tied up on the phone with someone who cannot help me and who will waste my timeI need a supervisor's direct line I also do not appreciate having my time wasted by a customer service representative who refuses to immediately transfer me to a supervisor and instead transfers me to a department that takes over minutes to get a hold of yet another representative, not a supervisor and who tries to stonewall me from complaining to corporate I have filed a complaint with the [redacted] as well as the [redacted] regarding this issue Sincerely, [redacted] On Wed, Aug 6, at 11:AM, [redacted] [redacted] > wrote: Dear [redacted] [redacted] , Thank you for contacting [redacted] Customer Service DepartmentWe are committed to creating the best Customer experience possibleOne of the first ways we can demonstrate our commitment to this goal is to quickly and efficiently handle your recent request Please be advised that I have tried calling you at [redacted] to further assist you on the fax documents you have submitted for the domain transfer of [redacted] , but I was not able to reach you For immediate assistance, please do not hesitate to contact Customer Support using the telephone number provided below and refer to Service Request [redacted] You may also directly e-mail me with your alternate phone number that I can reach you at [redacted] I apologize for any inconvenience this may have caused you We hope this update has been helpfulHowever, if you have any additional questions, please don't hesitate to contact our Customer Service Department As a [redacted] Customer, you are entitled to unlimited access, day or night, to technically skilled Customer service representatives who are dedicated to delivering any level of support you may needTo reach us, call [redacted] If you are calling from outside the U.Sor Canada, please call [redacted] Sincerely, [redacted] , a Web.com Company http:// [redacted] US/Can: [redacted] International: [redacted]
[redacted] *** filed a Complaint citing unauthorized charges to his credit card In the Complaint, Mr [redacted] reported charges totaling $ We attempted to reach Mr [redacted] by phone 7/31; however, he was not available, so a voicemail message was left for him A follow up email including contact information for a member of the [redacted] was also sent We are willing to work with Mr [redacted] to address this matter and ask that he contact our office directly to proceed
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , I would like to thank the Revdex.com of a [redacted] personally for mediating my complaint [redacted] of Web.com contacted me by email and I replied to her with a message reiterating the details of my complaint with the Revdex.comMs [redacted] had stated in her email that she would look further into the matter, and was true to her wordWithin two days I received confirmation from Web.com that my money was to be fully refundedI am quite certain this resolution would not have occurred without your interventionI am hopeful that Web.com will rethink their purchase procedures and become a more honest and transparent internet presence When I filed my complaint, I had no hope of getting a refundMy goal was to express my frustration and outrage at a company that appears to be operating on the fringes of what might be considered ethicalMore and more I see web sites that use tactics like pop up windows and rerouting with the intention of misleading customers into situations where credit card information can be used to charge a "subscription" rateIf it is a small amount of money, and the monthly transaction description is vague enough, the company can get by with this borderline fraud for many monthsI have looked back at my computer transactions from the time period involved with my complaint, and have reason to believe that during a purchase from [redacted] of a ten-dollar domain name, I was unknowingly rerouted to Web.com before I was allowed to complete the transactionAt some point during the purchase process I was signed into a monthly contract for web servicesI do not understand how it happenedMy guess is that [redacted] and Web.com are not separate entities, but are owned by the same umbrella company, and that I was intentionally rerouted to Web.com without my consentI am sure Web.com could easily point out that all I had to do was read thirty pages of legalese written in fine print to thoroughly understand the nature of my commitmentIn other words, in a legal setting, the company could prove they acted within the law, and that all the information regarding my purchase was available to me....if only I had clicked the tiny little X in the obscure-looking pop up window or picked up a magnifying glass Would the Revdex.com be willing to take the lead in an effort to bring transparency to e-commerce? To lobby for stricter rules or self-regulation for web businesses? Simply requiring that all American-based e-commerce companies follow the same check-out procedure would, for the most part, eliminate a web commerce company's ability to act fraudulently These three steps could be added to any online e-commerce check-out procedure: Step 1--require that a printable window dedicated to a final invoice page be provided to the online customer detailing/describing his or her purchase including taxes, shipping, contact numbers, company name, address, telephone, email address along with the company's cancellation, refund and return policyIn "subscription" cases, where the purchase allows the vendor to access a customer's bank account on a multiple occasions, require that the terms of the transaction be stated clearly in a condensed contract version written in layman's (not legal) language(Require that a link to any multiple page legal contracts or "terms of agreement" that may affect the customer be provided should the customer choose to read or print out said contracts or agreements.) Step 2--require a "Next" button on the Step window that takes the consumer directly to a second and separate printable window that recaps important details of the pending purchase and makes clear that, at that point in the check-out process, the customer has a choice to either continue or discontinue the transaction by clicking YES OR NOA YES click directs the customer to a message that the transaction is complete and their credit card will be charged for the agreed upon amountA NO click brings up a message that the transaction has been cancelled and the customer's credit card will not be charged Step 3--require an email receipt be sent to the customer immediately upon purchase of the product or service that (for a third and final time) describes details of the purchase and or terms of the subscription (to include information about how the charges will appear on his or her bank statement) and offering a link to cancellation, return, or refund policies These simple practices are already used by most reputable e-commerce companiesA requirement that all American-based e-commerce companies comply by following a precisely-defined "check-out" policy would certainly not be a hardship, and would eliminate the use of the suspiciously confusing rerouting techniques many e-commerce companies use to further access a customer's credit card without the customer's knowledge or complianceCompanies that follow these transparency procedures could be identified in some way that customers recognize and trustThe same way the Revdex.com symbol invokes trust in brick and mortar businesses, it could have an even greater impact on the e-commerce communityPerhaps the Revdex.com logo with a direct link to the relevant Revdex.com headquarters could be used as a "badge" for e-commerce web sites that follow Revdex.com e-commerce proceduresSuch a "badge" would benefit customers by assuring that the web company uses transparent purchase practicesIt would also benefit the e-commerce company by attracting consumers to a web site they feel they can trustIn many communities, e-commerce businesses like YOWL and others use consumer reviews to achieve the same purposeHowever, consumer reviews are easily misinterpreted and/or and can often unfairly damage a business' or personal reputation Hopefully, the e-commerce community will someday work together to create an atmosphere of honesty and transparency that will outweigh the negatives and distrust caused by blatantly fraudulent web sitesEvery internet user likes to think that he or she knows the way around a computer and would never be tricked into buying a product or service they didn't wantBut the truth is that no matter how computer-savvy we think we are, we are always hundreds of steps behind the most current internet technologyWhat angers me most about non-transparent e-commerce sites like Web.com is that there are many honest stacompanies that will not succeed because of the negative impact a few unethical companies have had on the marketplace Again, thank you for your time and attention to my complaintI have a new-found trust (and respect) for the hard work of the Revdex.com Sincerely, [redacted] [redacted]
[redacted] filed a complaint due to difficulties with a hosting package A member of the [redacted] attempted to reach Ms [redacted] on 9/via telephone and email, a voicemail message was leftMs [redacted] responded via email to advise that she would be in touch with our officeWe will be working directly Ms [redacted] to resolve this issue
[redacted] filed a complaint due to difficulties with billing and had requested a refund A member of the [redacted] attempted to reach Ms [redacted] on 8/via telephone and email Ms [redacted] responded via email and we were able to confirm the requested refund had been issued on 8/ Ms [redacted] has been provided with direct contact information to our office and we ask that she contact us directly if she has any additional concerns related to this matter
[redacted] filed a Complaint when she was charged after cancellation In her Complaint, Ms [redacted] noted that she cancelled services in November 2013, but was still being charged Ms [redacted] requested that cancellation be completed along with a refund totaling $ We attempted to reach Ms [redacted] by phone and email 9/2; however, she was not available, so a voicemail message was left for her A follow up email including contact information for a member of the [redacted] was sent We remain willing to work with Ms [redacted] to address this matter and ask that she contact our office directly to proceed