Wix.com, Inc.

Complaint: ***I am rejecting this response because:we followed all their links and tried contacting
them during their business hours and following what
they said to do, and site still isn't working but if we spend
more money to upgrade,then it will miraculously workSincerely,*** ***

Hello,
Thank you for reaching out and we are happy to clarify.
The customer was charged for a premium plan renewal as well as for the domain on 5/23/On 6/14/17, Wix received a charge-back (reversal of payment) for both services on 6/14/The customer contacted Wix on
7/12/upon losing the dispute that she opened with her bank/card issuer.
Per Wix terms of Use, Wix reserves the right to dispute any chargeback received and we reserve the right to disable services that incur a chargebackPlease note, the website was live and active until he premium plan was disabled on 6/14/We are not able to refund the customer as she issued a chargeback through her bankWe always encourage our customers to contact Wix in the event that they receive a charge for a service they no longer wantOr, they can fill out the form located in our help center (linked below) to request a refund without contacting support.
***
We have reviewed the call with the customer and apologize for her experience with WixWe will review this matter internally with the relevant partiesThe information that was given to the customer, however, was correctFor more information on Wix procedures regarding chargebacks, please review Wix Terms of Use which I have linked below, for your convenience.
***
Please let us know if we can further assist you.
Best regards,
*** | Wix Team

Hello,
The customer scheduled a phone-call to Wix Phone Support on Thursday March 2nd and she was contacted within the hour.All of the users concerns were addressed at that time.
The customer was contacted again on March 3rd, and she confirmed that she no longer needed
assistance.
Best regards,
*** | Wix Team

Hello,
The customer has been in contact with Wix customer support and was refunded $on 8/29/Please allow up to days for the refund to be reflected in the relevant account.
I can confirm that the customer no longer has active subscriptions under the
email ***
Please let us know if we can assist you further.
Best regards,
*** * Wix Team

Initial Business Response /* (1000, 5, 2015/04/17) */
Hello Ms***,
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 had one of our tech agents unlock your domain nameI checked your WhoIs records for associazionemudita.com, and see that it no longer has a status of "clientTransferProhibited", meaning that you should be able to transfer your domain registration away from Wix without any issue
Again, I apologize for any inconvenience that this has caused you, and thank you for your patiencePlease let me know if you have any issues with the transfer, so that we can help resolve them ASAPI hope you have a wonderful day
Sincerely,
*** ***
Wix Support Quality Assurance

Hello Sir, My name is *** from Wix.com Quality AssuranceI received your complaint from the Revdex.com and would like to apologize for any trouble you may have experienced, and help to resolve the issueIn your complaint you mentioned that Wix's VIP Premium Plan is not available in China, but only in
the US and CanadaThis is correctThe main reason is because the VIP plan comes with a North American toll-free numberWix determines user locations based on IP addresses, meaning you would only have the option to upgrade to the VIP Premium Plan if your network is within the US or CanadaOn 11-5-you purchased the VIP Wix Music Premium Plan from an IP address traced back to *** ***, which is why you had the option to purchase this particular planIf you are outside of the US or Canada you can still enjoy all the benefits of the VIP plan except for the toll-free phone numberClick here for more information about claiming your VIP vouchersIf you'd like to cancel or downgrade to another plan we can assist you with a prorated refundPlease cancel your premium plan and reply to this email if you'd like a refund, or would like to downgrade to another premium planClick here to learn how to cancel your premium planPlease let me know how you'd like to proceed and I will be happy to assist as early as Monday morning, June 6th, Thank you and have a great weekend-*** Wix Quality Assurance

Initial Business Response /* (1000, 5, 2015/10/16) */
Contact Name and Title: *** *** Manager
Contact Phone: X-XXX-XXXX-XXX
Contact Email: ***@***.com
Hi ***,
Thank you reaching out to us with your concernsWe'd like to address each of these concerns separately and also
give you some insight into the development process and what you can expected from *** in the future
First, we are happy to hear that you are having success with using the third party application PureChatCurrently, *** has over apps available in the *** App Market, which are available for use by all 70+ million of our usersFor any third party that is submitting an app to the App Market, our team reviews the app submission to make sure that it adheres to our product, technical, marketing, and premium (payment) policiesIf an app has not met the qualifications necessary to be made available to our users, we hope that they are able to make the changes necessary to become integrated with our platform
As you already know, if there is functionality that you are looking for that is not provided by either *** or the third parties via our App Market, you will always have the ability to embed a URL or HTML code through our iframe widgetThe current version of this widget has a character limit that cannot be increasedI am happy to inform you however that we are working towards an alternative that is not bound bound by such limitsWe cannot give an exact release date, but feel it is important that you know the coding tools you are requesting are already in our roadmap
Please feel free to submit any number of feature requests through our *** forumThough it does take time for a feature to evolve from a request to it being available to all users, we greatly appreciated any feedback or suggestions along the wayWe constantly alter and improve our features, even before release, by taking into consideration your feedback and use cases
For any immediate *** needs, you can always contact us at ***@***.com or reach us by calling 1-*** Our online *** is available 24/and our phone *** is available Monday through Friday, from 6am to 5pm PST
Regards,
***

Hello,
The individual who filed the
complaint contacted Wix support on Monday 12/19/16.
She was issued a full refund in the amount of $on Monday 12/19/by a support agent.
Please allow up to days for the refund to be reflected in the account.
Best regards,
Wix Team

Stay far away from this web host!! This company is an unprofessional as it getsI have been a loyal customer of their's going on years and have never been late or missed a paymentI have had patience with all of their screw ups until nowI am enrolled in auto pay monthly and I received an email this afternoon stating that a $payment for my company's email address had not gone throughI immediately called my credit card company but they assured me that there was no issues with the cardKnowing tha WIX has done this to me multiple times in the past, and each time they figured out their error (for whatever reason) on their own by the end of the day, I didn't worry about itWithin less than an hour of receiving that email from WIX, I had clients (which are brides as I am a wedding planner) calling me hysterical because they said their emails weren't going throughSo within minutes of me receiving the payment issue email from WIX, they completely shut down my account! I immediately called WIX, who refused to take any responsibility for this being their fault as they continued to argue with me telling me my credit card was declinedThen they realized that the card hadn't beeb declined at allApparently the credit card number in their system was wrongI thought How can that be since Ive been enrolled in autopay for years and no credit card information has changedThen a manager got on the phone and said that this was in no way their fault since the card was declinedOkay, so we are back to that lie I guessLies upon lies upon lies and absolutely no accountabilityTurns out, WIX ERASED MY CREDIT CARD NUMBER FROM MY ACCOUNT ON THEIR ENDSO, MORAL OF THE STORY, BEING A LOYAL CUSTOMER MEANS ABSOLUTELY NOTHING TO THEM AND THEY WILL SHUT DOWN YOUR EMAIL AND TAKE DOWB YOUR BUSINESS FOR A $SCREW UP ON THEIR END! AND THE MOST DISGUSTING PART, THEY SHUT IT ALL DOWN WITHIN MINUTES OF SENDING ME THE PAYMENT ISSUE EMAIL AND I COULDN'T EVEN GET A SIMPLE APOLOGYThey shut my business down for over hours and I will now be cleaning up their mess on my company's reputation for weeks or longerSTAY AWAY IF YOU CARE ABOUT YOUR COMPANYS REPUTATION!

Complaint: ***
I am rejecting this response because:I have more than one website hosted with Wix and while *** *** WAS a *** *omain, I transferred it to wix earlier this yearBeyond that - *** is also being restricted from me and I need ALL domains that were under that account released as wellThis includes *** To recap, this is not simply about The LIH Consulting domain - this is about EVERY DOMAIN attached to my accountIncluding, but not limited to, *** *** and any other domain that has been associated with that account ***
Sincerely,
*** ***

Revdex.com:It is obvious that Wix does not take any accountability for the issues expressed If they thoroughly read my complaint, they would have found that I did everything I was suppose to do and still had issues Nevertheless, I did finally speak with a representative several days later So, this issue can be closed Thank you. Sincerely, *** ***

Hello,
We are happy to clarifyAll Wix premium plans are subscription based services, therefore, when purchasing a premium plan you are authorizing future paymentsPlease note, you are able to turn off auto renew from within your Wix account at any point in time prior to the subscription's
renewalI have provided a link to the information below.
***
I understand that you did not turn off auto renew and would like to cancel your subscription and be refundedIn order to request a refund, please submit your request via the article which I have linked belowMake sure that you are logged into the relevant account when requesting your refund.
***
If you would like us to cancel the plan on your behalf, please provide us with the invoice number as it appears on your statementCurrently, we are not able to take action with the information that you have provided as e are unable to locate the relevant account.
Best regards,
*** | Wix Team

Hello,
The customer requested a refund using our automatic refund toolThe refund was issued on 1/21/Please allow up to days for the refund to be reflected in the account that was charged.
Best,
Wix Team

Hello, The customer received a reply from our Account Access Team on May 31st, I have included a copy of the reply below. "Hi there,Thank you for your emailWe have verified part of the credit card information please provide us with the expiration date for the credit card on
file and please supply us with a valid photo ID that matches the registrants name on the domain. Unfortunately as this domain is set to private we are unable to disclose who the domain registrants name isAs soon as we have verified these criteria we will be able to proceed with your account access case. We look forward to hearing from you. so we can resolve this issue as soon as possible"At Wix, domain ownership is determined by the domain registration information which is provided when the domain is registeredThe customer has not provided information that matches the domain registration informationIn order to move forward, please reply to the email that was sent with the correct informationIf the customer is unable to provide the correct documentation, we will provide alternate options depending on the situation. Please let us know if we can further assist you. Best regards, *** | Wix Team

Hello,
Were sorry to hear that the customer has rejected our response.
In order to contact Wix, the customer can call *** during the hours our call center is open (Mon-Thurs 6:00am-5:00pm PST)The customer will receive a text with a link to our Interactive Mobile Help CenterAs she navigates through the help center she will she Will see buttons to have us contact her directly.
Currently, the customer has a previously existing Combo premium planWix does not offer discounts on premium plan renewals.
Periodically, Wix has sales for 50% off a premium planThese sales apply to the purchase of a new Unlimited Premium Plan or a a new Ecommerce Premium PlanThese sales do not apply to the purchase of a new Combo Premium Plan, which is what the user has.
Unfortunately, we are unable to offer the user 50% off her existing Combo Premium PlanThe customer can contact our support center and we would be happy to cancel her combo premium plan and issue a prorated refundWe can then offer her a 50% off discount on an Unlimited or Ecommerce premium plan as a one time courtesyPlease note, in the event that the user accepts the 50% off on a higher plan, the Premium Plan will renew at full price next year.
Best regards,
*** | Wix Team

Initial Business Response /* (1000, 5, 2015/04/17) */
Hello Ms***,
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 had one of our tech agents unlock your domain nameI checked your WhoIs records for associazionemudita.com, and see that it no longer has a status of "clientTransferProhibited", meaning that you should be able to transfer your domain registration away from Wix without any issue
Again, I apologize for any inconvenience that this has caused you, and thank you for your patiencePlease let me know if you have any issues with the transfer, so that we can help resolve them ASAPI hope you have a wonderful day
Sincerely,
*** ***
Wix Support Quality Assurance

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,
*** ***

Complaint: ***I am rejecting this response because:Sincerely,** ***

Complaint: ***I am rejecting this response because: I had been in contact with Wix.com which is where I set up my website. They outright denied any affiliation with this company and/or supplying my credit card information. I will consider this closed as long as no other charges under any circumstances be charged to any of my charge accounts. I do not want them attempting to find out any information and I think as a goodwill gesture they should be contacting *** *** and reimbursing them for all the cards and shipping as a result of their actions.Sincerely,*** ***

Hello, The domain *** is not a Wix domainThis domain is located at *** *** *** The domain is currently pointing to Wix Name Servers from *** In order to accomplish the transfer, the user can go to *** and point to a non Wix website or transfer
from *** to another 3rd party platform. Best regards, *** | Wix Team