We apologize for any confusionThe hosting plan and the payment processing service are two separate services and, as such, do have different cancellation policiesThere is no cancellation fee for cancelling a hosting plan; however there is a $fee for cancelling the payment processing service, if the service is canceled prior to the end of the three-year term (The three-year term applies only to the payment processing service, not the hosting service) The payment processing cancellation policy and fee are stated in the contract which the customer signed during the application process The hosting plan cancellation was the only policy discussed with the sales representative initially, as the customer originally stated that she would use Paypal instead of credit card processing servicesThe sales representative verified that Paypal would be an option, as the software does integrate with PaypalMany customers use basic Paypal services, and for this an SSL is not necessaryUpgraded Paypal services or a payment processing account may require an SSL, but ultimately each customer would need to assess on an individual basis how he or she would like to take payment and choose the option that best fits his or her needs In order to go live, a registered domain name is required.Regarding the SSL, as it has been installed we cannot refund the fee; however, the customer is welcome to take the SSL with her for use with another hosting provider
In order to apply for a merchant account, the merchant must sign and submit a contract This merchant did accordingly sign and submit the contractThe terms stated in the contract to which the merchant agreed state that a written request is required to cancel the merchant accountFor that reason we are unable to accept a verbal request to cancel the service When the merchant called in and spoke to the Volusion representative, the merchant's email address was confirmed, and a message was sent to her via email as well as to her ticket area in MyVolusion The merchant was advised on the phone that a response was required in order to process the cancellation The merchant can find a copy of the message by signing into [redacted]
We sincerely apologize for any frustration caused by our transfer processIn reviewing the chat logs and tickets on the account, it was noted that the customer did receive assistance with getting the DNS propagated, but we definitely understand the stress involved while waiting for it to complete Unfortunately, the system is not able to be manually adjusted to propagate faster, so we were unable to speed the process The customer has requested cancellation and was provided a refund of the first month’s hosting fee ($10)The original order included a discount of $off of the standard $price for the Premium planThe SSL ($89), which was successfully installed, cannot be refunded, as it is not part of the first month’s hosting fee, and the work was completed for installationHowever, the customer is welcome to take the SSL certificate to use on another hosting platformWe are currently working with our IT team to have the file forwarded Due to the frustration with the DNS propagation, we have refunded the full price of the inbound domain name transfer ($19.75)Per ICANN policy, a domain name registration cannot be transferred from one registrar to another for days from the date of registrationThe customer will be able to transfer out the registration beginning on 11/30/ Information on achieving this can be found at : http://support.volusion.com/article/transferring-domains-myvolusioncom Again, we apologize for any frustration caused by the transfer processWe wish this customer the very best in all his future business endeavors
Volusion has been in contact with Rackspace about this issue It is possible that the merchant may not be aware of the reason certain emails are being marked as spamThat is why the Volusion reps recommended the steps given in our previous response.Here is the information Rackspace provided regarding the issue's cause: -This account has been used to send content that recipients have indicated they consider spamPossible explanations for this include: - This user sent spam - This user sent content which includes fragments from other emails that recipients considered spam - The user's computer has been infected with malware that is sending spam - The password for this account has been compromised and it is being used to send spamAgain, we recommend the merchant try the steps suggested in our previous response in order to remedy the issue
We apologize for any frustration caused by the delay in response to the customer's ticketWe strive to reply to all tickets in a timely manner, and we apologize that this ticket was not handled expediently.We have investigated the situation regarding downtime on usa.arcitor.com and can confirm that the issue was resolved on 1/30/ If the customer decides to cancel his service due to these issues, we are able to offer a credit of the last two month’s hosting feesWe deeply regret the frustration this has caused
We apologize for failing to mention that the $fee was waived The fee was waived after the original Revdex.com response was sent, but we can verify that the fee was waived
Complaint: [redacted] I am rejecting this response because:Most of what was said is completely false There was nothing discussed regarding a cancellation policy whatsoever In fact, Volusion states there is no cancellation fee right on their own siteSecond, I did in fact say I was testing out the site but wanted to insure customers could use the site FULLY with the mini plan INCLUDING payment through PaypalI made it very very clear in that first phone call I did not want to spend a lot of money initially until I knew this was right for me I was assured repeatedly that this was all I needed and could upgrade the plan at a later date if I chose toIt was AFTER I purchased the plan that I was called and told I could NOT fully use the site without buying an SSL I was absolutely strong-armed into that.Then I was told I had to have a domain name in order to fully utilize the site I paid for both At no time whatsoever was I told my domain name would be held hostage for any period of timeIn fact, from the first moment I called, it was made clear I was testing this companyThey know this is true since they just told you that was exactly what I was doing when I first signed up Obviously it would have given me pause if I HAD been told I could not move my domain name for two months!!While I apparently am prohibited from calling for support from this company, they had no problem making numerous calls to me for yet more 'add-on' features or products to try to sell to me I did send MANY emails to several different people asking questions and requesting a response, and only after I contacted the Revdex.com did I get ANY response at all.Finally, after I contacted the Revdex.com, I suddenly get an email from them to 'expect a $cancellation charge' apparently from the SSL that I never wanted, used, asked for, and was assured by Volusion I did NOT NEED.I am amending this complaint to include the reversal of this 'cancellation fee', and again state I want a refund of the SSL certificate As far as I am concerned, Volusion was wrong in first telling me I did not need it, then only after signing onto the plan, telling me I had no choice but to have it Therefore Volusion can cover the cost of the SSL and the so-called 'cancellation fee' I am contacting my bank as well to let them know of the fraudulent charge of $that may try to come through Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:I was lied to about the necessity of needing to have an SSL Continuing to say I wanted it does not make it true If this has been 'installed' it can get UNINSTALLED ASAP I don't need to 'take it with me' because the other, legitimate, company, provides it for me As I found that almost every other legitimate company does as well So it needs to be uninstalled and refunded since I did not need it, was pressured into buying it by being told I had 'no choice', and do not need it in the future.An email they sent me stated that they would be waiving this so-called $cancellation fee, but there is no reference to this in this complaint answers I would like to have this documented here as well I do have the email regarding this so if that charge is actually made anyway, I will be adding an additional fraud charge Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: This response made no effort/attempt to resolve this matterThus we are rejecting this response because it does not solve our initial problem Volusion stated that the offending email was a non-specific/pre-fabricated/template/non-genuine(/etc) responseThis simply makes matters even worseThis sort of insincere treatment of a customer's case is simply inappropriate I do not accept the response made by Volusion, because this response is not an attempt to resolve this complaint Our demands remain the same Regards, [redacted] ***
It is possible that the merchant may be confusing two separate services she purchased through Volusion. She purchased a hosting plan from our website. The hosting service provides merchants with the ability to build and run an online store. Merchants can choose from several different plans when purchasing the month-to-month hosting service. Merchants may view our plans and purchase one at any time by visiting [redacted] . The hosting service which the merchant purchased gives the ability to build and run an online store. It does not include any advertising or marketing services. While Volusion offers pay-per-click and search engine optimization services for an extra fee, our merchants are not required to purchase them. Merchants may choose to do their own marketing, or they may hire Volusion or a third party to provide that service. In order to accept credit cards, merchants must set up a merchant account. The merchant account can be set up through Volusion or through a third party. Volusion suggested applying for the Volusion merchant account so that there would only be one company to contact for support. An application was emailed to the merchant. The merchant signed and submitted the application, thereby agreeing to all of the fees listed on Page Two. Additionally, the contract specifies that our payment processor, Global Payments, will debit the fees. By signing the application, the merchant agreed to all of the terms and conditions listed at [redacted] . As the merchant signed the merchant account application, agreeing to have the fees debited and to the three-year term, we are unable to offer any type of compensation.
We apologize for the erroneous charges that occurred after the cancellation request on 10/28/ As the debit in November was for services rendered inOctober, the refund amount will total $for the months of November and December Please allow a few business days for the credit to postThank you for bringing the issue to our attention
After conferring with Rackspace support, we learned that the customer's emails are being flagged as spam. It is against the Rackspace Acceptable Use Policy to send emails that have been marked as spam. The [email protected] mailbox was marked as spam and has been disabled multiple times.... Every time this occurs, we send the administrator of this mailbox a message explaining the situation, along with steps to take to prevent the spam from continuing. The list of our suggestions has included: -Run an anti-virus and malware scan on any computer used to access the inbox -Change the password to the my.volusion.com account-Change the password to her email inbox -Add an SPF record to the site’s DNS settings to prevent spoofing In summary, the customer's emails have been marked as spam, and we are adhering to Rackspace’s Acceptable Use Policy when we disable the inbox for spamming. The administrator of the website has been advised that she does not have to use Rackspace’s email hosting for her emailing purposes, but she has not (as of today) switched to a different provider.
Complaint: [redacted] You continue to say that the usage was 'legitimate' but have YOU looked at the stats? The IP address that was flooding our site for this two month period (66.85.148.170) had over 3.8 million page views in just one billing cycle. To put that in perspective for you, that is 128,726 pageviews per day, 5,363 pageviews per hour, and 89.4 pageviews per minute FOR THE ENTIRE MONTH. There is no way that this is 'legitimate' traffic. If you can't grasp the impossibility of these statistics, please escalate this to someone who can. Regards, [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 meIf there are any problems with my refund, I will reopen this letterThank you Regards, [redacted]
When prospective customers visit the Volusion website, they are able to click the "Try It Free" button and provide minimal information such as name and email address (no credit card information is requested when signing up for a Free Trial), which will then allow them to try out the limited version
of our software for daysIf, instead, they click on "Pricing" and then select a service plan and agree to the fees, they are requested to enter credit card details and review and agree to the Terms and ConditionsAs a plan was selected and the terms of service were agreed to, the order was processed, and the online store was set up with the full version of the Volusion software. Please note, the hosting plans, which can be found by visiting ***, are not advertised as including a merchant account with the hosting service. If merchants wish to process credit cards, a merchant account is required. Merchants can apply for the merchant account through Volusion or through another provider, as long as the payment gateway the merchant chooses is on our list of compatible gateways. If the merchant chooses to apply for the merchant account through Volusion, a contract is forwarded for the merchant to fill out, review, and sign, acknowledging and agreeing to the fees and Terms and Conditions. As a paid hosting plan was selected instead of the 14-Day Free Trial, and as the contract for the merchant services was signed, we are unable to provide compensation or waive any of the standard fees
Complaint: ***
I am rejecting this response because: I originally contacted Volusion because it was implied that it was a low cost way of setting up a successful online websiteAfter speaking to an associate who told me that there was a monthly planI originally purchased the comprehensive merchant plan at the beginning to set up the set and then I was advised to downgradeWhen I posted some listed I wanted to site to be able to operate and was told I had to pay for authorized net to accept credit cards. I was not told this before agreeing to the initial charge. I understood that a percentage of my sales would go to authorize net but I never had any sales and yet they charged the global paymentsI was never informed that there would be a monthly charge for using the site and Global Payments’ system even if there were no salesThe addition of the Global Payments charge basically doubled the feeWhen I called to complain that my site wasn’t visible, I was told, “Of course you can’t be seenYou have to pay for the advertising option.” This should have been clearly explained as wellThis is a “bait and switch" tactic that is at the very least unethical.There is also the issue of the $charge to terminate. Perhaps these charges were buried deep within the “small print” acceptance linkAny reputable company would be sure to make sure a potential customer was aware of this during the initial conversation with an associateI saw online that the Revdex.com has received many complaints and it is always pertaining that early termination fee which is not discussed at the beginning and the hidden subsequent charges I wish I had seen that earlier and I would not have signed upThere is also a tactic to threaten people about collection agencies and the credit score, it is clearly stated in the complaintsThese are bad practicesI was bombarded by phone calls to sign up for advertizement or design of the websiteI could see it was not genuine after a few conversations with the sales associatesThey wanted the money and of course could not guarantee any saleThe site was completely dormant with no activity whatsoeverA big disappointment
Regards,
*** ***
After further review it has been decided that a full refund will be provided for the paid templateA credit of $has been issued back to the card from which it was debitedThe credit will post to the bank records within 3-business daysWe truly apologize for any negative experience and
wish this customer the best of luck
In reviewing this merchant’s account, we are able to confirm that the merchant placed his online store on the "On Hold" plan. When a merchant chooses to place his website On Hold, Volusion stores the data from the website on our servers for $9.95/mo. The merchant has access to
update the maintenance message that his customers will see, but he is unable to work on the store.
When the merchant visited *** to place his store On Hold, he was required to agree to the terms given. The following was advised in those terms:
"Please note that Volusion Merchant Services, Live Chat Premium, Fast Traffic, and SEO/SEM services cannot be placed on holdTo terminate billing for these services, each must be canceled / suspended as its terms of service stipulateFailure to cancel services related to this order may result in continuation of related billingNo refunds will be granted in the event of failure to properly cancel additional services."
As we did not receive a written request to cancel the merchant account until 11/04/2014, the merchant account remained open per the merchant services agreement and was therefore charged for the resources utilized. While we are unable to offer a refund of the monthly fees, the $early termination fee is being waived as a one-time courtesy
If the merchant would like to cancel his hosting service rather than keep it On Hold, he will need to visit http://my.volusion.com/customercare.aspx, log in with his myVolusion credentials, and click on the link “Thanks for the offer, but I’d like to cancel my store completely”. He will then need to follow the prompts and fill out the required fields to cancel the hosting service
Complaint: ***
I am rejecting this response because: When we called to cancel, we DID NOT receive the e-mailIt may have been sent but we did not get itIt is reasonable to expect that if we didn't respond, the e-mail should have been re-sent, or we should have received a phone call
Regards,
*** ***
We apologize for any confusionThe hosting plan and the payment processing service are two separate services and, as such, do have different cancellation policiesThere is no cancellation fee for cancelling a hosting plan; however there is a $fee for cancelling the payment processing service, if the service is canceled prior to the end of the three-year term (The three-year term applies only to the payment processing service, not the hosting service) The payment processing cancellation policy and fee are stated in the contract which the customer signed during the application process The hosting plan cancellation was the only policy discussed with the sales representative initially, as the customer originally stated that she would use Paypal instead of credit card processing servicesThe sales representative verified that Paypal would be an option, as the software does integrate with PaypalMany customers use basic Paypal services, and for this an SSL is not necessaryUpgraded Paypal services or a payment processing account may require an SSL, but ultimately each customer would need to assess on an individual basis how he or she would like to take payment and choose the option that best fits his or her needs In order to go live, a registered domain name is required.Regarding the SSL, as it has been installed we cannot refund the fee; however, the customer is welcome to take the SSL with her for use with another hosting provider
In order to apply for a merchant account, the merchant must sign and submit a contract This merchant did accordingly sign and submit the contractThe terms stated in the contract to which the merchant agreed state that a written request is required to cancel the merchant accountFor that reason we are unable to accept a verbal request to cancel the service When the merchant called in and spoke to the Volusion representative, the merchant's email address was confirmed, and a message was sent to her via email as well as to her ticket area in MyVolusion The merchant was advised on the phone that a response was required in order to process the cancellation The merchant can find a copy of the message by signing into [redacted]
We sincerely apologize for any frustration caused by our transfer processIn reviewing the chat logs and tickets on the account, it was noted that the customer did receive assistance with getting the DNS propagated, but we definitely understand the stress involved while waiting for it to complete Unfortunately, the system is not able to be manually adjusted to propagate faster, so we were unable to speed the process The customer has requested cancellation and was provided a refund of the first month’s hosting fee ($10)The original order included a discount of $off of the standard $price for the Premium planThe SSL ($89), which was successfully installed, cannot be refunded, as it is not part of the first month’s hosting fee, and the work was completed for installationHowever, the customer is welcome to take the SSL certificate to use on another hosting platformWe are currently working with our IT team to have the file forwarded Due to the frustration with the DNS propagation, we have refunded the full price of the inbound domain name transfer ($19.75)Per ICANN policy, a domain name registration cannot be transferred from one registrar to another for days from the date of registrationThe customer will be able to transfer out the registration beginning on 11/30/ Information on achieving this can be found at : http://support.volusion.com/article/transferring-domains-myvolusioncom Again, we apologize for any frustration caused by the transfer processWe wish this customer the very best in all his future business endeavors
Volusion has been in contact with Rackspace about this issue It is possible that the merchant may not be aware of the reason certain emails are being marked as spamThat is why the Volusion reps recommended the steps given in our previous response.Here is the information Rackspace provided regarding the issue's cause: -This account has been used to send content that recipients have indicated they consider spamPossible explanations for this include: - This user sent spam - This user sent content which includes fragments from other emails that recipients considered spam - The user's computer has been infected with malware that is sending spam - The password for this account has been compromised and it is being used to send spamAgain, we recommend the merchant try the steps suggested in our previous response in order to remedy the issue
Complaint: [redacted] I am rejecting this response because:The amount offered doesn't cover a fraction of what we lost! Regards, [redacted]
We apologize for any frustration caused by the delay in response to the customer's ticketWe strive to reply to all tickets in a timely manner, and we apologize that this ticket was not handled expediently.We have investigated the situation regarding downtime on usa.arcitor.com and can confirm that the issue was resolved on 1/30/ If the customer decides to cancel his service due to these issues, we are able to offer a credit of the last two month’s hosting feesWe deeply regret the frustration this has caused
We apologize for failing to mention that the $fee was waived The fee was waived after the original Revdex.com response was sent, but we can verify that the fee was waived
Complaint: [redacted] I am rejecting this response because:Most of what was said is completely false There was nothing discussed regarding a cancellation policy whatsoever In fact, Volusion states there is no cancellation fee right on their own siteSecond, I did in fact say I was testing out the site but wanted to insure customers could use the site FULLY with the mini plan INCLUDING payment through PaypalI made it very very clear in that first phone call I did not want to spend a lot of money initially until I knew this was right for me I was assured repeatedly that this was all I needed and could upgrade the plan at a later date if I chose toIt was AFTER I purchased the plan that I was called and told I could NOT fully use the site without buying an SSL I was absolutely strong-armed into that.Then I was told I had to have a domain name in order to fully utilize the site I paid for both At no time whatsoever was I told my domain name would be held hostage for any period of timeIn fact, from the first moment I called, it was made clear I was testing this companyThey know this is true since they just told you that was exactly what I was doing when I first signed up Obviously it would have given me pause if I HAD been told I could not move my domain name for two months!!While I apparently am prohibited from calling for support from this company, they had no problem making numerous calls to me for yet more 'add-on' features or products to try to sell to me I did send MANY emails to several different people asking questions and requesting a response, and only after I contacted the Revdex.com did I get ANY response at all.Finally, after I contacted the Revdex.com, I suddenly get an email from them to 'expect a $cancellation charge' apparently from the SSL that I never wanted, used, asked for, and was assured by Volusion I did NOT NEED.I am amending this complaint to include the reversal of this 'cancellation fee', and again state I want a refund of the SSL certificate As far as I am concerned, Volusion was wrong in first telling me I did not need it, then only after signing onto the plan, telling me I had no choice but to have it Therefore Volusion can cover the cost of the SSL and the so-called 'cancellation fee' I am contacting my bank as well to let them know of the fraudulent charge of $that may try to come through Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:I was lied to about the necessity of needing to have an SSL Continuing to say I wanted it does not make it true If this has been 'installed' it can get UNINSTALLED ASAP I don't need to 'take it with me' because the other, legitimate, company, provides it for me As I found that almost every other legitimate company does as well So it needs to be uninstalled and refunded since I did not need it, was pressured into buying it by being told I had 'no choice', and do not need it in the future.An email they sent me stated that they would be waiving this so-called $cancellation fee, but there is no reference to this in this complaint answers I would like to have this documented here as well I do have the email regarding this so if that charge is actually made anyway, I will be adding an additional fraud charge Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: This response made no effort/attempt to resolve this matterThus we are rejecting this response because it does not solve our initial problem Volusion stated that the offending email was a non-specific/pre-fabricated/template/non-genuine(/etc) responseThis simply makes matters even worseThis sort of insincere treatment of a customer's case is simply inappropriate I do not accept the response made by Volusion, because this response is not an attempt to resolve this complaint Our demands remain the same Regards, [redacted] ***
It is possible that the merchant may be confusing two separate services she purchased through Volusion. She purchased a hosting plan from our website. The hosting service provides merchants with the ability to build and run an online store. Merchants can choose from several different plans when purchasing the month-to-month hosting service. Merchants may view our plans and purchase one at any time by visiting [redacted] . The hosting service which the merchant purchased gives the ability to build and run an online store. It does not include any advertising or marketing services. While Volusion offers pay-per-click and search engine optimization services for an extra fee, our merchants are not required to purchase them. Merchants may choose to do their own marketing, or they may hire Volusion or a third party to provide that service. In order to accept credit cards, merchants must set up a merchant account. The merchant account can be set up through Volusion or through a third party. Volusion suggested applying for the Volusion merchant account so that there would only be one company to contact for support. An application was emailed to the merchant. The merchant signed and submitted the application, thereby agreeing to all of the fees listed on Page Two. Additionally, the contract specifies that our payment processor, Global Payments, will debit the fees. By signing the application, the merchant agreed to all of the terms and conditions listed at [redacted] . As the merchant signed the merchant account application, agreeing to have the fees debited and to the three-year term, we are unable to offer any type of compensation.
We apologize for the erroneous charges that occurred after the cancellation request on 10/28/ As the debit in November was for services rendered inOctober, the refund amount will total $for the months of November and December Please allow a few business days for the credit to postThank you for bringing the issue to our attention
After conferring with Rackspace support, we learned that the customer's emails are being flagged as spam. It is against the Rackspace Acceptable Use Policy to send emails that have been marked as spam. The [email protected] mailbox was marked as spam and has been disabled multiple times.... Every time this occurs, we send the administrator of this mailbox a message explaining the situation, along with steps to take to prevent the spam from continuing. The list of our suggestions has included: -Run an anti-virus and malware scan on any computer used to access the inbox -Change the password to the my.volusion.com account-Change the password to her email inbox -Add an SPF record to the site’s DNS settings to prevent spoofing In summary, the customer's emails have been marked as spam, and we are adhering to Rackspace’s Acceptable Use Policy when we disable the inbox for spamming. The administrator of the website has been advised that she does not have to use Rackspace’s email hosting for her emailing purposes, but she has not (as of today) switched to a different provider.
Complaint: [redacted] You continue to say that the usage was 'legitimate' but have YOU looked at the stats? The IP address that was flooding our site for this two month period (66.85.148.170) had over 3.8 million page views in just one billing cycle. To put that in perspective for you, that is 128,726 pageviews per day, 5,363 pageviews per hour, and 89.4 pageviews per minute FOR THE ENTIRE MONTH. There is no way that this is 'legitimate' traffic. If you can't grasp the impossibility of these statistics, please escalate this to someone who can. Regards, [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 meIf there are any problems with my refund, I will reopen this letterThank you Regards, [redacted]
When prospective customers visit the Volusion website, they are able to click the "Try It Free" button and provide minimal information such as name and email address (no credit card information is requested when signing up for a Free Trial), which will then allow them to try out the limited version
of our software for daysIf, instead, they click on "Pricing" and then select a service plan and agree to the fees, they are requested to enter credit card details and review and agree to the Terms and ConditionsAs a plan was selected and the terms of service were agreed to, the order was processed, and the online store was set up with the full version of the Volusion software. Please note, the hosting plans, which can be found by visiting ***, are not advertised as including a merchant account with the hosting service. If merchants wish to process credit cards, a merchant account is required. Merchants can apply for the merchant account through Volusion or through another provider, as long as the payment gateway the merchant chooses is on our list of compatible gateways. If the merchant chooses to apply for the merchant account through Volusion, a contract is forwarded for the merchant to fill out, review, and sign, acknowledging and agreeing to the fees and Terms and Conditions. As a paid hosting plan was selected instead of the 14-Day Free Trial, and as the contract for the merchant services was signed, we are unable to provide compensation or waive any of the standard fees
Complaint: ***
I am rejecting this response because: I originally contacted Volusion because it was implied that it was a low cost way of setting up a successful online websiteAfter speaking to an associate who told me that there was a monthly planI originally purchased the comprehensive merchant plan at the beginning to set up the set and then I was advised to downgradeWhen I posted some listed I wanted to site to be able to operate and was told I had to pay for authorized net to accept credit cards. I was not told this before agreeing to the initial charge. I understood that a percentage of my sales would go to authorize net but I never had any sales and yet they charged the global paymentsI was never informed that there would be a monthly charge for using the site and Global Payments’ system even if there were no salesThe addition of the Global Payments charge basically doubled the feeWhen I called to complain that my site wasn’t visible, I was told, “Of course you can’t be seenYou have to pay for the advertising option.” This should have been clearly explained as wellThis is a “bait and switch" tactic that is at the very least unethical.There is also the issue of the $charge to terminate. Perhaps these charges were buried deep within the “small print” acceptance linkAny reputable company would be sure to make sure a potential customer was aware of this during the initial conversation with an associateI saw online that the Revdex.com has received many complaints and it is always pertaining that early termination fee which is not discussed at the beginning and the hidden subsequent charges I wish I had seen that earlier and I would not have signed upThere is also a tactic to threaten people about collection agencies and the credit score, it is clearly stated in the complaintsThese are bad practicesI was bombarded by phone calls to sign up for advertizement or design of the websiteI could see it was not genuine after a few conversations with the sales associatesThey wanted the money and of course could not guarantee any saleThe site was completely dormant with no activity whatsoeverA big disappointment
Regards,
*** ***
After further review it has been decided that a full refund will be provided for the paid templateA credit of $has been issued back to the card from which it was debitedThe credit will post to the bank records within 3-business daysWe truly apologize for any negative experience and
wish this customer the best of luck
In reviewing this merchant’s account, we are able to confirm that the merchant placed his online store on the "On Hold" plan. When a merchant chooses to place his website On Hold, Volusion stores the data from the website on our servers for $9.95/mo. The merchant has access to
update the maintenance message that his customers will see, but he is unable to work on the store.
When the merchant visited *** to place his store On Hold, he was required to agree to the terms given. The following was advised in those terms:
"Please note that Volusion Merchant Services, Live Chat Premium, Fast Traffic, and SEO/SEM services cannot be placed on holdTo terminate billing for these services, each must be canceled / suspended as its terms of service stipulateFailure to cancel services related to this order may result in continuation of related billingNo refunds will be granted in the event of failure to properly cancel additional services."
As we did not receive a written request to cancel the merchant account until 11/04/2014, the merchant account remained open per the merchant services agreement and was therefore charged for the resources utilized. While we are unable to offer a refund of the monthly fees, the $early termination fee is being waived as a one-time courtesy
If the merchant would like to cancel his hosting service rather than keep it On Hold, he will need to visit http://my.volusion.com/customercare.aspx, log in with his myVolusion credentials, and click on the link “Thanks for the offer, but I’d like to cancel my store completely”. He will then need to follow the prompts and fill out the required fields to cancel the hosting service
Complaint: ***
I am rejecting this response because: When we called to cancel, we DID NOT receive the e-mailIt may have been sent but we did not get itIt is reasonable to expect that if we didn't respond, the e-mail should have been re-sent, or we should have received a phone call
Regards,
*** ***