Wix.com, Inc.

Initial Business Response /* (1000, 5, 2015/02/04) */
Dear Ms. [redacted],
First, I would like to apologize for the fact that your complaint was not answered in a timely manner. I have recently taken over the Wix Revdex.com account, and am following up on outstanding claims.
I...

took a look at your account and our call records, and see that you contacted Wix support on 3/5/14 and that we issued you a full refund of $149 for your Wix Premium Package as you requested in your claim.
In regards to the hosting we provide, this refers to website hosting. We provide website hosting for all sites that are built using the Wix system.
Please let us know if you have any questions or concerns. I hope you have a wonderful day.
Sincerely,
[redacted]
Wix Support Quality Assurance

Hello, 
 
Wix phone support is available Monday through Thursday, 6:00am to 5:00pm PST. In order to get in contact with Wix support, you must go to Wix.com/contact and navigate through the Wix Quick solutions application in order to schedule a call with Wix. Alternately, you can email...

[redacted] and this will automatically create a support ticket for you in our help center. 
 
Best regards,
[redacted] | Wix Team

Complaint: [redacted]I am rejecting this response because: As requested, I provided my ID and credit card number to verify that I had no connection to charge backs. WIX provided no feedback to refund or make my domain live. I have gone 30+ days without a website that I paid upfront for.Sincerely,[redacted]

Hello, 
 
We contacted the customer at the phone number provided but we were unable to make contact. 
The charge in question is for a mailbox subscription purchased in a Wix account under the email address  [redacted] and is associated with the domain...

name [redacted].
I understand you no longer wish to continue with this subscription. 
I have cancelled the mailbox subscription and issued you a refund in the amount of $4.95 for the payment made in the month of March. I have also removed your card from this specific Wix account to avoid further charges. 
 
Best Regards, 
[redacted] | Wix.com

Hello,
 
Thank you for reaching out and we apologize for the inconvenience that this has caused.
Our developers are urgently working on resolving this matter for you so that you can continue editing your site. 
As a courtesy, I have refunded the $97 dollars which you paid on 2/11/17...

and have left your premium plan active so that you may continue use it for the remainder of the registration period, free of charge. 
Please allow up to 20 days for the refund to be reflected in your account. 
Again, we thank you for your patience and understanding. 
 
Best regards, 
[redacted] | Wix Team

I will accept the help from the Revdex.com that you will give and I will pursue the other monetary claims after I see how this gets resolved.  For now, I would like to ensure that this company cannot keep getting access to my credit card information,

Hello, 
 
Thank you for following up. The invoice you are referring to [redacted], which was in the amount of $310 dollars, received a chargeback (reversal of payment) on 3/1/17. This cancelled both of the premium plans for which you were charged on the invoice. 
The cancellation of the premium plans was done in accordance with our Terms of Use section 5.5 which informs that Wix considers charge-backs a breach of payment. 
Under the same section in our Terms of Use, you will find that we reserve the right to dispute any chargeback/payment reversal, which is what happened in your case. 
I am sorry to inform you that we are unable to reinstate your services unless you re-purchase the premium plans. I have included a link below that contains a promo code and will allow you to purchase the premium plans at 50% off. 
[redacted]
Before repurchasing your premium plans, I encourage you to review Wix Terms of Use which I have linked below, for your convenience. 
[redacted]
 
Best Regards, 
[redacted] | Wix Team

Hello, [redacted] has been in contact with our online support team.He was issued a full refund for his mailbox services on 3/6/17. This is in addition to the premium plan services which were already refunded on 2/22/17.Per our conversations with [redacted], we will not be refunding him the $14.95 for the...

domain name as he is going to hold on to the name and potentially transfer it to a different registrar. Best regards, [redacted] | Wix Team

Complaint: [redacted]I am rejecting this response because:I have emailed and called and there is no live help. They just send you to an automated response team that hangs up and tells you to submit a ticket, which I've done several times. They've continued to charge me for services I can not use because they will not call me to resolve the domain issue so I can utilize my new domain. I have numerous emails from them that so day the exact same thing they sent you, none of which help and they never call back and I've yet to speak to a live person. Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and only find that this proposed resolution is satisfactory to me.To date they have only refunded ($230.57) of the promised amount.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: According to our bank the charges relating to this is as follows; Wix charge $310 2/21/17
                                        ...⇄ Provisional Bank Credit $310 2/23/2017                                   �...⇄ Wix Return $310 2/24/17
                                        ...⇄ Provisional Bank Reversal $310 3/30/2017
Our bank reversed the credit on 3/30/2017.. I didnt receive a notification from wix until friday May 12 2017 regarding a charge that was reversed and credited back to wix.
At this point Wix has refused to acknowledge their mistake and have stated that  "I NEED" to pay $610 to clear this matter when this is clearly not the case.
Sincerely,[redacted]

Hello, 
The customer has been in contact with Wix Support. 
We last contacted the customer on March 11, 2017 and we have not received a reply. 
If the customer would no longer like to continue with his Wix website, we would be happy to cancel his premium services and issue a full...

refund. Please note, upon doing this, the website will be disconnected from the domain name. The customer is not able to transfer his domain to an external provider until 60 days have passed. However, the customer is able to connect his domain from Wix to an external website by following the instructions which I have added below. 
[redacted]
Please let us know how you would like to proceed. 
Best regards, 
[redacted] | Wix Team

Hello, Thank you for replying. We are sorry to hear you have rejected our response. Please note, in our previous response we wrote, "At Wix we take charge-backs very seriously. When a Charge-back is performed the user forfeits their right to the service, and the service will not be reinstated until the user repurchases the service, even if the user loses the dispute. This is in accordance with Wix terms of Use section 5.5, WHich I have linked below, for your convenience. [redacted]This means, per our Terms of Use, you forfeited your premium plan when you issued a chargeback/dispute,  as this is considered a breach of your payment obligations. The premium plan, was therefore fully cancelled. Upon losing the dispute, the funds were returned to Wix, however, your premium services were not restored and will not be restored unless you purchase a new premium plan. I invite you once again to read our Terms of Use, where the process you are currently undergoing is outlined in detail. I would also like to point out that Wix reserves the right to Block an account and charge an additional fee in order to gain access to an account that has issued a chargeback. In your case this has not been done as we understand that accidents happen and this has only occurred once. We are happy to offer you the new service at a discounted price, as a courtesy. Please contact support by following the instructions I have linked below. [redacted] Best, 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]

Initial Business Response /* (1000, 5, 2015/11/18) */
Contact Name and Title: [redacted] Manager
Contact Phone: X-XXX-XXXX-XXX
Contact Email: [redacted].com
Hi [redacted],
Thank you for reaching out to us through the Revdex.com. First, I would like to apologize for any...

inconvenience you've had so far in creating a site on [redacted].
We understand from this Revdex.com ticket as well as through our [redacted] forum that you've had difficulty with errors using the editing platform. Though you have made mention of freezing and trouble saving, we will need more information to accurately diagnose the errors you are seeing. Much of the troubleshooting process in creating and maintaining a website relies on being able to recreate the issue (our technical staff experiencing the same issues when they view your site) or seeing the issue in real-time with your help. So far, we have been unable to recreate the issues you are seeing. However the errors you are describing are the type of critical performance issues that we take seriously and would like to assist with as soon as possible.
We have looked into your [redacted] history to see if there is any information that we can use to help in resolving these issues, but have found that unfortunately there are no phone or online [redacted] tickets submitted to our staff before you contacted us for a refund.
We have already attempted to contact you at the phone number provided, and have left a voicemail detailing how best to get in contact from here. Our hope is to take time to potentially resolve the issues you are experiencing. If you are still interested in cancelling, we will be able to walk you through this process as well.
Please confirm for us the best time and phone number to contact you at, and we can arrange to call you to directly. Note that our call center is open from 6am to 5pm PST, Monday through Friday. We look forward to hearing from you.
Regards,
[redacted]