Wix.com, Inc.

Hello,
The customer has been in contact with Wix customer support and her Mailbox Subscription was downgraded from to on 4/23/On 4/28/the customer will only pay for mailbox Subscription
Additionally, I have refunded $of the payment that was made in as
a courtesy.
In order to schedule a phone call with Wix, please go to *** and schedule a call on step Please note, Wix phone support is available Mon-Thurs 6:00am-5:00pm PST.
Best regards,
*** | Wix.com

Hello,
Wix support is available during our posted hours.
***
As posted, at times, our hours may change depending on call volume.
Please note that the previous two times that the customer scheduled a call, she did indeed receive said callOn March 1st, during the customers callback, the customer hung up or did not answerOn March 2nd during the customers callback, she answered and spoke to a representativeThe customer has not scheduled a call with Wix since.
I would like to point out that Wix has multiple methods of contacting supportEmailing *** automatically creates a ticket in our online support forum which is available hours a day.
In order to receive priority customer support, *** can upgrade her current premium plan (Combo) to a VIP planVIP customers receive priority support and are able to contact Wix directly without scheduling a call back.
Please let us know if we can further assist you
Best regards,
*** | Wix Team

They sent the remaining amount and we can consider this case closed
*** ***, ***

Business Response /* (-10, 13, 2014/10/10) */
Hello Revdex.com,
In regards to this claim, we have reached out to the customer via email and sent him a password reset link for his Wix account, instructions on how to reset his password, and our Support phone number and hours of operationPlease
note that the customer was able to successfully contact the Wix Call Center on 7/15/regarding his issuePlease find a copy of the email that was sent to the customer below
Email Sent to Customer:
Hello ***,
This email is in response to the claim that you opened with the Revdex.comFirst, I would like to apologize for the fact that you have been unable to log in to your Wix accountI have included a link below that will allow you to reset your Wix account password
Please click on the below link to reset your Wix account passwordPlease keep in mind that Wix account passwords must be between and characters and may contain English upper and/or lower case characters, numbers and the following special characters: _-!@#$%^&*
Click to Reset Wix Account Password
Also, in your claim you reported that you have been unable to find the Wix Support phone number, therefore I want to supply you with this information for future useYou are welcome to contact the Wix Support Call Center by calling X-XXX-XXX-XXXX between the hours of 6am - 5pm (PST), Monday-Friday
Again, we apologize for any inconvenience you may have hadPlease feel free to contact us if have any questions or concernsHave a wonderful day
Sincerely,
*** N
Wix Support Quality Assurance
Business Response /* (1000, 15, 2014/10/14) */
Hello Revdex.com,
In regards to this claim, we have reached out to the customer via email and sent him a password reset link for his Wix account, instructions on how to reset his password, and our Support phone number and hours of operationPlease note that the customer was able to successfully contact the Wix Call Center on 7/15/regarding his issuePlease find a copy of the email that was sent to the customer below
Email Sent to Customer:
Hello ***,
This email is in response to the claim that you opened with the Revdex.comFirst, I would like to apologize for the fact that you have been unable to log in to your Wix accountI have included a link below that will allow you to reset your Wix account password
Please click on the below link to reset your Wix account passwordPlease keep in mind that Wix account passwords must be between and characters and may contain English upper and/or lower case characters, numbers and the following special characters: _-!@#$%^&*
Click to Reset Wix Account Password
Also, in your claim you reported that you have been unable to find the Wix Support phone number, therefore I want to supply you with this information for future useYou are welcome to contact the Wix Support Call Center by calling X-XXX-XXX-XXXX between the hours of 6am - 5pm (PST), Monday-Friday
Again, we apologize for any inconvenience you may have hadPlease feel free to contact us if have any questions or concernsHave a wonderful day
Sincerely,
*** N
Wix Support Quality Assurance

Hello,
When a domain expires and 60-days have passed from the expiry date, the domain enters a a redemption period during which the domain can only be repurchased by paying a fee of $As a domain re-seller, Wix is unable to waive this fee under any circumstancesPlease see the
information which I have linked below.
***
The supervisor the user spoke offered to extend Wix services in order to compensate the user for the the redemption fee that we are unable to waive and for the misinformation that he was given.
Please note, all individuals can check the status of any domain name by going to *** or *** and searching for the domain nameThe user did not need to contact Wix to receive this information as it is publicly available to everyone.
The domain is no longer in a redemption periodCurrently, the status of the domain is "Pendingdelete" This means that the domain will soon be available for purchase for $(If purchased through WixPricing may vary if purchased elsewhere)A domain can be in "pendingdelete" status for 5-days before it becomes availablefor additional information, please see the link I have included below.
***
Best regards,
*** | Wix Team

Hello,
The charges in question are
associated with the website *** which is in a Wix account under the email address ***.
I understand that the customer does not wish to continue with the servicesThe charge of $(Invoice ***) has already been reversed via the bank/card issuer in the form of a chargeback (payment reversal).
I have refunded the charge in the amount of $(Invoice ***) as a courtesy, and removed *** details from the Wix account under the email *** to avoid future charges.
Please let us know if we can assist you further.
Best regards,
*** | Wix Team

Hello, The customer has been in contact with Wix Support where we informed him that the owner of a domain is called the "Registrant" and is submitted to the WhoIs registry when purchased.The registrant name listed for the domain *** is *** ***
Therefore, the domain was transferred to who Wix determined is the verified owner. We understand that the customer had payed for the domainAs a result, we issued the customer a refund for the domain service. Please let us know if we can further assist you. Best regards, *** | Wix Team

Hello,
We are happy to clarify.
The discount we can offer you is 50% off a new premium plan.
In order to receive this discount you can log into Wix.com and apply the promo code to
*** to an ecommerce premium plan which is valid until 1/8/17.
Best regards,
-Wix Team

Hello,
We reached out to the customer on 6/30/and offered a full refund on all payments made for the Third Party App Postific
Additionally, we offered a free month of Wix Services for the trouble the the customer went throughAt the time, the customer was unable to make
decision, therefore, we provided him with instructions on contacting Wix so that he can contact us directly when he is ready to make a decision.
Please let us know if we can assist you further.
Best regards,
*** | Wix Team

Hello,
The individual who filed the complaint was refunded in full ($149.00) on 2/4/17) via our online help center.
Please allow up to days for the refund to be reflected in the account that was charged.
Best regards,
*** | Wix Team

Initial Business Response /* (1000, 5, 2015/04/15) */
Hello Mr***,
First, I want to apologize for any inconvenience this issue has causedWhen transferring your domain registration away from Wix, the domain should be automatically unlocked when you request your transfer codeFor some
reason this did not occur when you requested your transfer codeIn the rare event that this occurs, we must manually unlock the domain nameAfter manually unlocking the domain name, it can take some time for this change to be reflected on the WhoIs database
I took a look at your correspondence with Wix online support, and see that one of our agents confirmed that she has manually unlocked the domain nameI checked your WhoIs records for gtwilkinsmusic.com, and see that the domain registration was successfully transferred to iPageThat being said, it appears that this issue has been resolved
Again, I apologize for inconvenience that this has caused you, and thank you for your patienceI hope you have a wonderful day
Sincerely,
*** ***
Wix Support Quality Assurance
Initial Consumer Rebuttal /* (2000, 7, 2015/04/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/04/15) */
Hello Mr***,
First, I would like to apologize for any confusion that may have occurred when purchasing a Premium Package in your Wix accountI would like to take a moment to explain how our billing system works
All Premium
Packages purchased through Wix are subscriptions, and therefore will automatically renew each month (for monthly packages) or each year (for yearly packages) unless cancelled prior to the renewal date (which can be done in your account at any time)This information is available on the page where you select the Premium Package you would like to purchase, prior to making the actual purchase
The check box you are referring to is to save your credit card information for future purchases, it is not for opting out of your auto-renewal billing cycleIf the box is checked, then your credit card information will be saved and will be on file for new purchases in the accountIf it is not checked, then you would have to re-enter your credit card information whenever you make a new purchase
That being said, if you would no longer like your Premium Package, we would be happy to walk you through cancelling and then refund you for the last charge that went through
I took a look in our system and was unable to locate a Wix account connected to the email address provided in your Revdex.com claimI do, however, see that you have provided a phone numberPlease provide me with a good time to contact you Monday-Friday 8am-5pm (PST), and I would be happy to give you a call so that I can walk you through cancelling and then issue you a refund
I look forward to hearing back from you, so that we can resolve this issueI hope you have a wonderful day
Sincerely,
*** ***
Wix Support Quality Assurance

Hello, >A Domain Subscription and a Premium Plan subscription are considered separate subscriptionsCancelling a premium plan will not cancel your domainThis information is publicly available via the support article here: ***
I can confirm that Wix does notify users of domain renewals prior to the chargeThis notification is sent to the email address on file for the account.
I understand you missed this emailAs a courtesy, we have cancelled the domain and issued a full refund.
Please allow up to days for the refund to be reflected in your account.
If you need further assistance, feel free to contact Wix support by following the instructions which I have linked below, for your convenience
***
Best,
Wix Team

Hello,
The customer has contacted Wix Support and we replied requesting documentation that matches the domain registration information in order to give this user access to the content.
Below is a copy of our most recent response.
"
Thank you for contacting Wix Support. The
site you are trying to access is currently in an account under the email: *** If you have access to this email account, you can reset your passwordIf you do not have access this email account, in order to grant you access to the content in question, we must verify your ownership by checking the "Registrant" for the associated domain.Domain Name(s): *** To verify that you are the owner of the domain(s) in question, please reply to this email with:A scan of a valid photo ID matching the "registrant name" (or "admin" if there is no "registrant" info) listed for your domainInclude the following if you are paying for any subscriptions in this Wix account:Name on the cardThe last digits of your credit card only (do not include the entire credit card number)Credit card typeCredit Card expiration dateNote: Your site(s) may experience downtime during this process.Read our Terms of Use to learn more about how Wix determines ownership.Once we receive your email and review the matter, we'll reply backKeep in mind, we reserve the right to determine account/ site/ domain ownership, and grant or deny access based on our reasonable judgment.Regards,**"
Until the customer replies with the required documentation, we are unable to give her access to the content in questionPer Wix Terms of Use, we must verify ownership before handing the account over
If the customer is unable to provide the required documentation, they are welcome to provide a duly issued Court Order which determines that they are the rightful owner of the content, and we would be happy to oblige.
Best Regards,
*** | Wix Team

Hello,
Were sorry to hear that you have decided to leave and would be happy to assist you with the transition.
I have cancelled your Wix premium plan on your behalf and issued you a prorated refund in the amount of $322.50.
I have not cancelled your
domain name as you indicated that you would like to continue to use itIn order to connect your domain to an external website, please follow the instructions which I have linked below, for your convenience.
***
Please let us know if we can further assist you.
Best regards,
*** | Wix Team

Hello,
In order to assist the customer in this matter we would need additional information.
*** provided an email address that is linked to a Wix account containing a Free Wix Website.
In order for us to locate the relevant account, please email *** or reply to his
complaint and provide the email address associated with your premium Wix website or the invoice number for the charge of $(as it appears on your bank statement).
Alternately, I would be happy to follow up with you directly with a phone-call during our support hours Mon-Thurs 6:00am-5:00pm PST.
We await your reply,
*** | Wix Team

Initial Business Response /* (1000, 5, 2015/04/15) */
Hello Mr***,
First, I want to apologize for any inconvenience this issue has causedWhen transferring your domain registration away from Wix, the domain should be automatically unlocked when you request your transfer codeFor
some reason this did not occur when you requested your transfer codeIn the rare event that this occurs, we must manually unlock the domain nameAfter manually unlocking the domain name, it can take some time for this change to be reflected on the WhoIs database
I took a look at your correspondence with Wix online support, and see that one of our agents confirmed that she has manually unlocked the domain nameI checked your WhoIs records for gtwilkinsmusic.com, and see that the domain registration was successfully transferred to iPageThat being said, it appears that this issue has been resolved
Again, I apologize for inconvenience that this has caused you, and thank you for your patienceI hope you have a wonderful day
Sincerely,
*** ***
Wix Support Quality Assurance
Initial Consumer Rebuttal /* (2000, 7, 2015/04/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hello,
Were happy to hear that the issue was resolved.
For additional information on how Wix determines ownership of content, please review Wix Terms of Use.
As a website building platform serving million users we do not provide any investigative, law enforcement or legal services, or take any other part in any disputes involving our users
In most cases involving a transfer of ownership, Wix is unable to intervene as the account should be handed over to the new owner directlyUnless, the new owner is able to provide the verification documents we require.
Please let us know if we can assist you further.
Best regards,
*** | Wix Team

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
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI do, however, hope that they will make their (human) customer support more readily accessible in the future
Sincerely,
*** ***