Wix.com, Inc.

I was still charged the 186 dollars and it was never "voided" it was deducted from my account and I demand a refund.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Hello, 
 
The customer has been in contact with Wix Online Support and was able to log back into his account. 
 
In order to contact Wix phone Support. THe customer needs to go to Wix.com/contact and schedule a call back. Please note, you are only able to schedule a callback...

during phone support hours (Mon-Thurs 6:00am-5:00pm PST). 
 
In order to contact Wix Online Support, the customer can email [redacted] 24/7 and this will automatically generate a ticket for him. 
 
Best regards, 
[redacted] | Wix Team

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. BUT I should not have had to go to this length to get it resolved. That is poor business on the part of WIX.comSincerely, [redacted]

Thank you for reaching out to us through the Revdex.com. You have several concerns, so I want to make sure I am covering them all. First, I would like to apologize for any inconvenience you've had so far in creating a site. In regards to your claim that you signed up for a 30 day free...

trial. Wix does not have a 30 day trial. Wix offers a 14 day money back guarantee for Premium Package purchases, and after the first 14 days we do not offer refunds. I am sorry that there was some sort of confusion regarding this guarantee. Our support section is available 24 hours a day, by clicking “Support” at the top of our website. You can also call our support line Monday - Friday 6am-5pm PST. ###-###-####. Our phone number is also available on the Revdex.com page where you added this claim. We apologize if you feel like there was a delay in our support response. Our support turnaround time is typically one business day. I looked through your correspondence with our support, and was unable to find any responses that took 3 days, like you mentioned in your claim. On your 5 tickets with our support team, we averaged a response time of 8 hours, with the longest wait being just under 24 hours and the shortest being 3 hours. I am sorry that you were having issues editing & saving the site. Much of the troubleshooting process in creating and maintaining a website relies on our support staff being able to recreate the issue or seeing the issue in real-time with your help. When you emailed our support team, about saving issues, we were not experiencing any system-wide saving issues at that time. We gathered that the issue was a local issue on your computer, so we asked that you provide us with more information about the issue and your computer system. We did not receive a response to our request. We then looked at your account, and could see your saves were being accepted. This ticket was closed due to no response. In your complaint, you mentioned that your Wix Store never worked. I can see that you did email us once about an issue with WixStores. We sent you troubleshooting steps and asked you for further information, but never received a response. Looking through your site, I can see that you did not use any of the WixStores elements on your site. You were using a “Buy Now” button, with code that you imported from Paypal. We can not troubleshoot third-party html code, but I apologize if Paypal’s code was not working. This is not a reflection of Wix Stores, since this is not related in any way to Wix. I was able to find the ticket in which you requested we delete everything in your account. We apologized and explained that there are several steps that you would need to go through in order to have your account deleted. These steps included canceling premium plans, deleting sites, and moving domains out of your account. We sent detailed steps to complete each of these processes. You refused to go through the steps and told us we had until 5pm that day to delete your account. We apologized once again and explained that this was not possible, while you have active billing in the account. We sent you the steps again, and asked if there was anything we could do to help you in the process. We never received another support request from you. We were unsure if you still wanted your account deleted, since you did not complete any of the steps we listed in the required steps to delete your account. If you are still wanting to delete you account, these steps are available at all times in our support section [redacted] or by searching “delete account” in our Help Center search field. I would like to confirm that I have refunded your card in the amount of $22.95 on 6/10/16. You will no longer be charged by Wix for your premium plan. Please allow up to 20 business days for the refund to appear on your credit card statement. If you would like help to further resolve this issue, there are still steps that must be completed before we can continue. I called you yesterday (June 8, 2016 - 2:53pm) at the phone number you provided the Revdex.com, but there was no answer. I left you a voicemail with information on how to proceed. If there is anything else we can do for you, or should you have any further questions or concerns, please don't hesitate to contact us. We thank you for your time and patience while investigating this matter. Sincerely, [redacted] Wix.com Quality Assurance ###-###-####

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. Sincerely, [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.  HOWEVER NO REFUND HAS BEEN PROCESSED AS OF YET I CHECKED IN WITH MY FIDUCIARY INSTITUTION AND THERE IS NOTHING PENDING FROM THE BUSINESS/vendor 
Sincerely,
[redacted]

Hello, 
 
In order to speak to a Wix representative, you are no longer able to call our toll free number and wait on hold. Wix has changed the way in which we offer phone support. This means, the customer must schedule a callback in order to speak with a representative. 
In order to schedule a callback, the customer must go to Wix.com/contact and follow the steps to schedule a call during our open phone support hours. Please note, you are unable to schedule a call until you reach step 3. 
Because the customer was having such difficulty getting in contact with support, we reached out to her on 4/5/17 to address the customers concerns. The phone representative [redacted] spoke with, also showed her how to correctly contact Wix Phone Support. 
 
Please let us know if we can further assist you. 
[redacted] | Wix Team

Complaint: [redacted]I am rejecting this response because:
Our domain is not hosted by [redacted].Sincerely,[redacted]

Hello,The customer initially purchased a Monthly VIP plan with Wix in November of 2016. In December of 2016, the customer purchased a second premium plan in her account. At the time of the second purchase, the original VIP plan was untouched. The customer had two subscriptions that were being duly...

charged on a month by month basis. Please note, if the customer intended to downgrade her premium plan from VIP to an Unlimited Wix Stores plan, she should have cancelled the VIP plan before unassigning it. The instructions are detailed in the article which I have added below. [redacted]. We understand that mistakes happen, as a courtesy, I have refunded 3 months of the VIP plan. Best regards, [redacted] | WIx Team

Hello, The user created a Wix account on 11/13/16 and upgraded to a premium plan on 11/27/16. On 12/6/16 the user created a second Wix account and purchased a premium plan on 12/9/16. At Wix, premium plans cannot be transferred from one Wix account to another. Therefore, the user had...

to purchase a premium plan in the second account she created. Please note, Wix users are able to create multiple sites within a Wix account and transfer a premium plan to different sites within the account. The user requested a cancellation for the premium plan (in the first Wix account she created) on 12/9/16. At the time of cancelling, she was within our 14 day trial period. Therefore, she was refunded automatically on 12/9/16. Please allow up to 20 days for the refund to be reflected in the account that was charged. Currently, the refund can be seen on the invoice for the purchase which is located under the Billing and Payments section of the Wix account where the charge occurred. I have included a link below in order to assist the user in locating her invoice. [redacted]
Best regards, Wix Team

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. Sincerely, [redacted]

Hello, 
 
We are sorry to hear that this customer is having difficulties. 
I tried to locate the relevant Wix account but was unable to do so with the information provided. 
In order to assist you in this matter, please reply with the email address used to log into the Wix...

account. Alternately, you can provide an invoice number (as it appears on your bank statement). This will help us locate the account and provide you with better assistance. 
We await your reply, 
[redacted] Wix Team

I WOULD LIKE TO CANCEL THE REQUEST TO INVESTIGATE WIX. MY MONEY WAS RETURNED.

Hello, 
 
I have issued a full refund in the amount of $14.95 for the domain renewal and have cancelled the domain subscription. 
Please note, because Wix registered the domain name on your behalf, you will be unable to purchase that domain name at Wix or with another registrar for...

the remainder of the registration period plus 80 days. 
 
Best regards, 
[redacted] | Wix Team

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. Sincerely, [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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: They have yet to explain how they got my credit card information in the first place.  I never signed up with them.  My account was with godaddy.com for that website and it was never close to the amount that they were charging my credit card.  When I contacted my credit card company to have the charges reversed this company somehow got a hold of my new credit card number.  Again I would like an explanation.  I have had to close out my account twice in the last month due to this company putting through unauthorized charges.  I sent this company an email and called them and left a message and received no response.  This has been not only an inconvenience to me but an expense to my credit card company who I am grateful to for being so accommodating.Sincerely,[redacted]

Initial Business Response /* (1000, 16, 2015/04/03) */
Hello Ms. [redacted],
I wanted to get in touch with you in order to provide a clear explanation of what happened, and also why we were unable to issue you a refund.
I took a look at your account and see that you originally upgraded...

during a 50% off sale, which is why your initial payment was $74.50. Our sales apply to the first year of service, therefore your package renewed at the full amount of $149 the following year.
We send a renewal reminder email to the Wix account email address 2 weeks prior to the renewal. I see that the Wix account email does not match the email provided in your Revdex.com claim, which may be why you did not receive it. We also include our phone number on the charge description, so that you can contact us if you feel that you should not have been charged or if you feel that the amount is incorrect so that we can rectify the situation.
After the renewal payment went through, you contacted your bank and had them issue a chargeback. When a chargeback is issued, you are essentially telling the bank that the charge is fraudulent. Whenever a chargeback is issued we are given the opportunity to dispute the chargeback. We disputed the chargeback and your bank sided in our favor stating that this was not a fraudulent charge.
When a chargeback is issued, we have to pay a penalty and also use resources to dispute the charge. Our terms of use state that we are unable to issue refunds once a chargeback has been issued, and our billing system will not allow us to refund a charge once a chargeback has been issued for it, in an effort to safeguard this policy, which is why we could not refund you.
That being said, you are welcome to re-upgrade your site at any time to bring it back up, and as a sign of good faith, we would be happy to offer you 50% off a new Yearly package. Please let me know if you are interested in this, as I would be happy to send you a coupon.
I hope you have a wonderful day.
Sincerely,
[redacted]
Wix Support Quality Assurance

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 $194.00 on Monday 12/19/16 by a support agent. 
Please allow up to 20 days for the refund to be reflected in the account. 
Best...

regards, 
Wix Team

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to refund my money. However, my accounts were affected as a result of my money being taken. This should not have happened when I cancelled in advance of the renewal. I would like a one month credit for the hassle, inconvenience, stress, disruption, and literal loss of sleep due to addressing this and my ability to pay other bills due.
Sincerely,
[redacted]