Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ Hello Mr [redacted] , 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, [redacted] Wix Support Quality Assurance
Hello, The charge in question came from a second Wix account under the email [redacted] The charge was a yearly renewal for the premium plan associated with the website [redacted] I understand that you do not want to continue with the service I have cancelled the premium plan and issued you a refund in the amount of $ Please note, you have additional services in this account which remain active including domains and mailbox subscriptionIn order to cancel these services, please log into Wix using the previously provided email and cancel the subscriptions using the instructions which I have linked below [redacted] Best regards, [redacted] | Wix Team
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 accountAlternately, 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
Hello [redacted] , I'd like to reply to your response and clarify how we can help you get your site back up and running As mentioned in our prior response, you have two options for reconnecting your website to your domain You can access your existing account by paying the accrued chargeback fees due to multiple chargebacks done in your accountYes the chargebacks were not done by you directly, but by the cardholder paying for separate subscriptions in the same accountHowever, regardless of who actually issues the chargebacks within the Wix account, it is still a breach of our Terms of Use to do so, and we reserve the right to block the account until fees are paid OR We can go through the Account Access process to move your site and domain into another Wix account and avoid the chargeback feesThis process involves verifying ownership of the domainWix will need to receive a scan of a valid photo ID matching the "registrant name" listed for your domain on [redacted] well as additional information about your credit card previously explained, which we have not received Your website remains disconnected from your domain because we have not received a reply from you as to which action you'd like to pursue If you'd like to choose the second option we can offer a prorated 7-month refund in the amount of $from the time your site went down due to the chargebacks on June 20thA new premium plan would then be needed to be purchased in the new account to reconnect your domain Please reply to this email thread [redacted] let us know which option you would like to pursuePlease also include the requested scanned documents so we can proceed with option or Sincerely, [redacted] Wix.com Quality Assurance
Hello, The customer has been in contact with Wix online support We worked with the customer and provided her a discount code in order for her to upgrade to the necessary plan at a discounted price Please let us know if we can assist further 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 meBUT I should not have had to go to this length to get it resolvedThat is poor business on the part of WIX.comSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: We followed their instructions and called them during their business hours sent a request for a phone call at [redacted] that says sorry page isn't available Their instructions that [redacted] sent on how to fix online ordering my son followed and it and it still didn't fix the problem They make no attempt other then to ask you to pay more money for upgrade to a site that doesn't work Sent from my [redacted] Sincerely, [redacted]
Complaint: [redacted] I am not satisfied and will showing computer recorded video next weekI will call attorney Monday 6/19/and I watch [redacted] ***The Wix software has flaws and I mean business because the platforms have glitches I am rejecting this response because:Sincerely, [redacted] ***
Hello, The customer was able to schedule a phone-call with Wix on 7/18/and received support from one of our agents In order to contact Wix phone support the customer would need to go to [redacted] and schedule a call on step Please note, you are only able to schedule a call during our call centers' hours of operation which are Mon-Thurs 6:00am to 5:00pm PST Wix online support is available 24/via our help centerThe easiest way to open a ticket is to email [redacted] and this will automatically generate a ticket for the customer in our help centerWe ask that you please contact Wix online support from the email address linked to your Wix account so that we are better equipped to assist you Please let us know if you have any further questions Best regards, [redacted] | Wix Team
Complaint: [redacted] I am rejecting this response because: I am aware of the list of things they told me I could doHowever, they sent me the wrong listThe business changed ownership, and I needed to know what I needed to provide for proof of ownershipI asked several times, and never got a responseI got it fixed, on my own, with no help from wix.com whatsoeverSincerely, [redacted]
Hello, by the time they got back to me it was whole days later and someone had called me alreadyMy problem was how long it took them to get back to meIt was impossible to contact them so I was forced to have to waitI received assistance and no longer need to correspond with them
Hello, The customer had a premium plan with Wix for which he issued a chargeback (payment reversal) Upon receiving the chargeback, the customers plan was cancelled The plan will not be reinstated as a chargeback is considered a breach of payment This is in accordance with Wix Terms of Use section In order to have his website reinstated, the customer purchased a second premium plan which is unrelated to the plan he issued a chargeback onThis was a new purchase, of a new premium plan, which was necessary to reinstate the site This information is publicly available at the support article which I have added below [redacted] Best regards, [redacted] | Wix.com
Complaint: [redacted] I am rejecting this response because: We contacted several times your customer service They ignored our request to give us the name of the host We purchased the domain via Wix Internet shows that [redacted] is the host in fact THEY ARE NOT THE HOST We need you to provide us with the host name and contact, be able to login to access the back door to be be able to point the domain towards the website on [redacted] .Sincerely, [redacted]
Hello, The subscription in question is associated with a Wix account under the username [redacted] This subscription was purchased in and was never cancelled within the accountThe customer contacted support and was provided with the correct instructions to request a review for a recent paymentShe was also provided with the email address that needed to be used to log into the account in order to request the reviewBelow I have attached the information that was provided to the customer when she contacted Wix online support [redacted] Please note, the account where the charge occurred has also previously held the sites " [redacted] " and " [redacted] ." I understand that the customer does not remember having this account and does not wish to continue paying for the premium planTherefore, I have cancelled the premium plan and issued a full refund Please allow up to days for the refund to be reflected in the account that was charged Best regards, [redacted] | Wix Team
Initial Business Response / [redacted] (1000, 20, 2014/11/25) */ 9/19/ Hello Mr***, First, we would like to apologize for the fact that you have not been able to contact us, that you have had an issue with your site, and have been unable to access our support pagesWe take support very seriously here at Wix, and want to ensure that you are able to contact us whenever you require assistance or have any questions That being said, we would like to contact you in order to discuss any issues you are having with your site, to make sure you are able to access our support pages, to provide you with our contact information so that you are able to contact our support team without issue going forward, and to discuss compensation for the trouble you have been having with your site and reaching our support team Our call center phone number is X-XXX-XXX-XXXX, and our hours of operation are 6am-5pm (PST), Monday-FridayYou are also welcome to email us at [redacted] @wix.com If you would please supply us with the best contact number and time to reach you during our business hours, we would love to contact you so that we can rectify this situationWe look forward to speaking to you soon Sincerely, Wix Support Quality Assurance
Hello, Thank you for notifying us about this matter I do not see that the service was previously cancelled inside of your Wix accountPlease note, although you no longer have access to the email, you are able to log in to the account using the email and your password In order to simplify this process for you, I have cancelled the service on your behalf and issued you a refund in the amount of $(invoice [redacted] ) for the most recent chargeMoving forward, you will no longer receive charges from the Wix account linked to your expired school email Best regards, -Wix Team
Hello, Thank you for clarifying and I apologize for the confusion We were able to locate your account and migrate your site to the New Wix Editor Previously, you were unable to migrate your site due to the fact that you were still using the old eCommerce platformTherefore, in order to migrate your site, you had to migrate your store first [redacted] Please note, prior to migrating your site we made a copy in your account of your old site using the old storeThis copy was saved in your account as " [redacted] ." Please let us know if we can further assist you Best regards, [redacted] | Wix Team
Hello, Thanks for contacting WixWe are sorry to hear you are having issues with your recent upgrade to eCommerceUnfortunately, we are unable to locate an account with the information you have provided to the Revdex.comIn order for us to assist you further, we will need the email address you use to login to your Wix accountOnce we know which account is yours, we will be able to investigate your upgrade issue furtherIf you would like to work with us directly on this, please contact us @ ###-###-#### Monday-Friday 6am-5pm PSTIf you prefer email correspondence, you can email us anytime: [redacted] We hope to hear from you soonSincerely, - [redacted] Wix.com Quality Assurance ###-###-####
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,
Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ Hello Mr [redacted] , 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, [redacted] Wix Support Quality Assurance
Hello, The charge in question came from a second Wix account under the email [redacted] The charge was a yearly renewal for the premium plan associated with the website [redacted] I understand that you do not want to continue with the service I have cancelled the premium plan and issued you a refund in the amount of $ Please note, you have additional services in this account which remain active including domains and mailbox subscriptionIn order to cancel these services, please log into Wix using the previously provided email and cancel the subscriptions using the instructions which I have linked below [redacted] Best regards, [redacted] | Wix Team
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 accountAlternately, 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
Hello [redacted] , I'd like to reply to your response and clarify how we can help you get your site back up and running As mentioned in our prior response, you have two options for reconnecting your website to your domain You can access your existing account by paying the accrued chargeback fees due to multiple chargebacks done in your accountYes the chargebacks were not done by you directly, but by the cardholder paying for separate subscriptions in the same accountHowever, regardless of who actually issues the chargebacks within the Wix account, it is still a breach of our Terms of Use to do so, and we reserve the right to block the account until fees are paid OR We can go through the Account Access process to move your site and domain into another Wix account and avoid the chargeback feesThis process involves verifying ownership of the domainWix will need to receive a scan of a valid photo ID matching the "registrant name" listed for your domain on [redacted] well as additional information about your credit card previously explained, which we have not received Your website remains disconnected from your domain because we have not received a reply from you as to which action you'd like to pursue If you'd like to choose the second option we can offer a prorated 7-month refund in the amount of $from the time your site went down due to the chargebacks on June 20thA new premium plan would then be needed to be purchased in the new account to reconnect your domain Please reply to this email thread [redacted] let us know which option you would like to pursuePlease also include the requested scanned documents so we can proceed with option or Sincerely, [redacted] Wix.com Quality Assurance
Hello, The customer has been in contact with Wix online support We worked with the customer and provided her a discount code in order for her to upgrade to the necessary plan at a discounted price Please let us know if we can assist further 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 meBUT I should not have had to go to this length to get it resolvedThat is poor business on the part of WIX.comSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: We followed their instructions and called them during their business hours sent a request for a phone call at [redacted] that says sorry page isn't available Their instructions that [redacted] sent on how to fix online ordering my son followed and it and it still didn't fix the problem They make no attempt other then to ask you to pay more money for upgrade to a site that doesn't work Sent from my [redacted] Sincerely, [redacted]
I WOULD LIKE TO CANCEL THE REQUEST TO INVESTIGATE WIXMY MONEY WAS RETURNED
Complaint: [redacted] I am not satisfied and will showing computer recorded video next weekI will call attorney Monday 6/19/and I watch [redacted] ***The Wix software has flaws and I mean business because the platforms have glitches I am rejecting this response because:Sincerely, [redacted] ***
Hello, The customer was able to schedule a phone-call with Wix on 7/18/and received support from one of our agents In order to contact Wix phone support the customer would need to go to [redacted] and schedule a call on step Please note, you are only able to schedule a call during our call centers' hours of operation which are Mon-Thurs 6:00am to 5:00pm PST Wix online support is available 24/via our help centerThe easiest way to open a ticket is to email [redacted] and this will automatically generate a ticket for the customer in our help centerWe ask that you please contact Wix online support from the email address linked to your Wix account so that we are better equipped to assist you Please let us know if you have any further questions Best regards, [redacted] | Wix Team
Complaint: [redacted] I am rejecting this response because: I am aware of the list of things they told me I could doHowever, they sent me the wrong listThe business changed ownership, and I needed to know what I needed to provide for proof of ownershipI asked several times, and never got a responseI got it fixed, on my own, with no help from wix.com whatsoeverSincerely, [redacted]
Hello, by the time they got back to me it was whole days later and someone had called me alreadyMy problem was how long it took them to get back to meIt was impossible to contact them so I was forced to have to waitI received assistance and no longer need to correspond with them
Hello, The customer had a premium plan with Wix for which he issued a chargeback (payment reversal) Upon receiving the chargeback, the customers plan was cancelled The plan will not be reinstated as a chargeback is considered a breach of payment This is in accordance with Wix Terms of Use section In order to have his website reinstated, the customer purchased a second premium plan which is unrelated to the plan he issued a chargeback onThis was a new purchase, of a new premium plan, which was necessary to reinstate the site This information is publicly available at the support article which I have added below [redacted] Best regards, [redacted] | Wix.com
Complaint: [redacted] I am rejecting this response because: We contacted several times your customer service They ignored our request to give us the name of the host We purchased the domain via Wix Internet shows that [redacted] is the host in fact THEY ARE NOT THE HOST We need you to provide us with the host name and contact, be able to login to access the back door to be be able to point the domain towards the website on [redacted] .Sincerely, [redacted]
Hello, The subscription in question is associated with a Wix account under the username [redacted] This subscription was purchased in and was never cancelled within the accountThe customer contacted support and was provided with the correct instructions to request a review for a recent paymentShe was also provided with the email address that needed to be used to log into the account in order to request the reviewBelow I have attached the information that was provided to the customer when she contacted Wix online support [redacted] Please note, the account where the charge occurred has also previously held the sites " [redacted] " and " [redacted] ." I understand that the customer does not remember having this account and does not wish to continue paying for the premium planTherefore, I have cancelled the premium plan and issued a full refund Please allow up to days for the refund to be reflected in the account that was charged Best regards, [redacted] | Wix Team
Initial Business Response / [redacted] (1000, 20, 2014/11/25) */ 9/19/ Hello Mr***, First, we would like to apologize for the fact that you have not been able to contact us, that you have had an issue with your site, and have been unable to access our support pagesWe take support very seriously here at Wix, and want to ensure that you are able to contact us whenever you require assistance or have any questions That being said, we would like to contact you in order to discuss any issues you are having with your site, to make sure you are able to access our support pages, to provide you with our contact information so that you are able to contact our support team without issue going forward, and to discuss compensation for the trouble you have been having with your site and reaching our support team Our call center phone number is X-XXX-XXX-XXXX, and our hours of operation are 6am-5pm (PST), Monday-FridayYou are also welcome to email us at [redacted] @wix.com If you would please supply us with the best contact number and time to reach you during our business hours, we would love to contact you so that we can rectify this situationWe look forward to speaking to you soon Sincerely, Wix Support Quality Assurance
Hello, Thank you for notifying us about this matter I do not see that the service was previously cancelled inside of your Wix accountPlease note, although you no longer have access to the email, you are able to log in to the account using the email and your password In order to simplify this process for you, I have cancelled the service on your behalf and issued you a refund in the amount of $(invoice [redacted] ) for the most recent chargeMoving forward, you will no longer receive charges from the Wix account linked to your expired school email Best regards, -Wix Team
Hello, Thank you for clarifying and I apologize for the confusion We were able to locate your account and migrate your site to the New Wix Editor Previously, you were unable to migrate your site due to the fact that you were still using the old eCommerce platformTherefore, in order to migrate your site, you had to migrate your store first [redacted] Please note, prior to migrating your site we made a copy in your account of your old site using the old storeThis copy was saved in your account as " [redacted] ." Please let us know if we can further assist you Best regards, [redacted] | Wix Team
Hello, Thanks for contacting WixWe are sorry to hear you are having issues with your recent upgrade to eCommerceUnfortunately, we are unable to locate an account with the information you have provided to the Revdex.comIn order for us to assist you further, we will need the email address you use to login to your Wix accountOnce we know which account is yours, we will be able to investigate your upgrade issue furtherIf you would like to work with us directly on this, please contact us @ ###-###-#### Monday-Friday 6am-5pm PSTIf you prefer email correspondence, you can email us anytime: [redacted] We hope to hear from you soonSincerely, - [redacted] Wix.com Quality Assurance ###-###-####
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,