Network Solutions

Review: Called customer service to request refund for charges to my account that I did not authorize. I specifically did not select the services I was billed for and did not select auto-renew for any services.

Once I went to close my account, the transfer of my domain to another registrar was denied by Network Solutions and they billed my credit card for additional services.

I waited 10 days and promised refund was not received.

I called - again. I was promised a refund - again. I waited another week- and here we are - TA DA.Desired Settlement: Network Solutions has a 100% satisfaction guarantee within 30 days of purchase for accounts that have not been canceled.

As NS denied my transfer to another company BEFORE I CALLED to initially request a refund, I was still a customer of theirs, It is today within 30 days of original purchase (February 3, 2013), and I expect them to honor the promises made during previous phone calls and published on their website at: http://www.networksolutions.com/info/popup-30-day-guarantee.jsp

Refund for total of $95.96

Business

Response:

[redacted] filed a Complaint after services he did not intend to renew were renewed automatically. In his Complaint, [redacted] noted that he had been promised a refund, but had not yet received it.

We attempted to reach [redacted] by phone to discuss this matter; however, he was not available, so a voicemail message was left for him. A follow up email including direct contact information for a member of the Executive Support Office was sent. We remain willing to work with [redacted] and ask that he contact our office directly to do so.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: Network Solutions deleted my Web Hosting Plan by mistake and now would not refund what I have paid.

Have been a loyal customer for the past 10 years. Had never had problem until now. Here is the detailed incidents that led to my dispute with them. Netsol made so many mistakes on different levels that whenever I tried to resolve it, it only turns to a new bigger issue. Am only getting further away from resolutions.

1) Back in Dec 2012, I had a webhosting account that was due to expire on Jan 2013. On Dec 11, 2012, I renewed my webhosting for 5 yrs using my [redacted] acct ($558). The next day netsol charged for 3 yrs renewal on my [redacted] (which I DIDN'T authorize in the amount of $369)

2) Tried to resolve the unauthorized $369 charge unsuccessfully, so I disputed this charge with [redacted]. [redacted] credited me back my $369 (Apparently [redacted] also did not get a satisfactory explanation from Netsol)

3) After [redacted] reversed the $369 charge, I kept getting delinquent emails from network solutions when my account was in fact current (it was already renewed to 2018 with the 5 yr renewal) I have opened service tickets, but no resolutions.(note: I tried to resolve online because I am on extended stay overseas and would like to avoid high overseas call charges due to the well know long wait time with netsol)

4) Finally my account was suspended. My website and emails stopped working.I have small business to run, mind you. I need my emails!!

5) On March 6, 2013 I Called Netsol. They said that the issue was because the expiration date is set to be 2021 instead of 2018, thus the delinquent email notifications. So they will roll it back. It will take 1-2 bus days. (Btw, during this proccess they called me back at my overseas contact number for verification. Guy called me back immediately.)

6) On March 8, (2 days after ) Netsol DELETED my webhosting instead of rolling back the expiration to year 2018!!!! GO FIGURE!!!!

7) March 8, I called netsol again to resolve this issue. After 1 hour of overseas call with numerous "please hold" greetings, the steps that I have to go through are a Refund of $558 (takes 2 bus days), meanwhite I have to purchase a new hosting plan now and then restore the content. Guy tried to process the purchase with my [redacted] and failed (probably [redacted] blacklisted them already!). So was going to try using [redacted] account. It was already about 1.5 hours of overseas call, I decided to ask him to call me at my overseas number since it is still going to be a long call. he said will call me back in 1 minute. Waited for 10 minutes and no call from him. I checked the notes online on the service ticket, and he put down some bogus number and he said that when he tried to call me, he couldnt go through. Guy couldn't even call the correct number that was stated on my account!Number illiterate!!!??

8) Called netsol again, with the pingpong of several people who have to catch up with the notes on my account. Tried to get the guy with whom I was on the phone with for over an hour eearlier - of course they said that is not possible. Finally got a lady who seemed to 'understand' the problem. She put me on hold again for 10 minutes. I was getting aggravated, how many more hundereds of dollars do I need to incurr to deal with their incompetencies? So, the 2nd time she wanted to put me on hold, I asked if she would call me at the overseas number stated on my account. Luckily this time she called me within 1 minute. She informed me that she is going to request that the restoration fee for restoring the content of the hosting account be waived ( I have to pay a restoration fee for something that Netsol screwed up on???)

Even after all this, I was still willing to purchase a new hosting account. I told her to go ahead and continue with the purchase of the new hosting plan (guy earlier has processed the refund request but not the new purchase request). I said, please charge it to my [redacted] account. Then she asked me for my [redacted] password! Who in their right mind will give out their [redacted] password?! I told her, you dont need my [redacted] password to process the payment, my [redacted] ID is stored online! She then told me that she couldnt go through with my [redacted] payment. That was the last straw, I decided to not purchase the new hosting plan with Network solutions.

9) March 13 (3 business days after they said they will process my refund), I still do not see the refund back to my [redacted] account ($558). I called netsol again, person said will re-escalate the refund request again. Also told the person that I have already gone with another service provider. I just need my refund processed. She assured me that I will hear from Netsol within 1-2 business days via email when the refund is processed. I told her that I want to hear from Netsol regardless whether the refund has gone through or not. I do not want to have to keep calling them to check on their work. She assured me I will hear from Netsol in 1-2 business days.

9) March 15 (2 business days later), I still do not have my $558 refund back to my [redacted] account, or receive any emails from Netsol.Desired Settlement: Refund of $558 back to my [redacted] account (for the hosting account that was supposed to expire in year 2018, but they deleted by mistake)

Consumer

Response:

From: [redacted]

Date: Thu, Mar 21, 2013 at 12:47 PM

Subject: Complaint #[redacted] - is resolved

To: [redacted]

Hi there,

This is regarding complaint #[redacted]

I am unable to send a message in the online dispute resolution web site, thus sending this email to the generic Revdex.com email address.

Today, I received notification from Revdex.com that my complaint has been sent to the business for their response. About 15 minutes later, I received the refund from Network Solutions in the full amount of $558 to my [redacted] account.

Therefore, this issue is resolved. Thank you so much for your help.

Sincerely,

Review: I tried to do an inventory import and received an error that no update could be made on any inventory item. Our site relies on updates every hour. We contacted customer support and they were not able to give us a time of resolution. They indicated that they have been trying to solve the problem for three or four weeks and it has hit other companies randomly and we just got hit. We do not want to be charged for our normal service as of 6/5/14 6:00pm. If this is not resolved going into the busy weekend we could lose thousands of dollars.Desired Settlement: Do not charge us for the time down and be aware that this could involved further legal action if the situation is not resolved immediately.

Business

Response:

[redacted] filed a Complaint citing an issue with inventory imports related to eCommerce services. In the Complaint, **. [redacted] requested that the issue be addressed and that fees be waived for the period of time she was unable to import.We attempted to reach **. [redacted] by phone 6/20 to apologize for the difficulties and address her concerns; however, she was not available, so a voicemail message was left for her. Our review found that the technical issue that impacted **. [redacted]'s ability to import inventory was resolved 6/9. A follow up email including contact information for a member of the Executive Support Office was sent. We remain willing to work with **. [redacted] to address any outstanding issues and ask that she contact our office directly to do so.

Review: Network Solutions keeps on charging Productivity Bundle. for $2.99 per month.Desired Settlement: We have requested multiple times that we do not want Productivity Bundle on our account. Network Solutions keeps on adding this bundle on our email accounts and keeps on charging us $2.99 per month. I have called multiple times requesting to remove this bundle, and give me refund but it does not happen.

Business

Response:

[redacted] filed a complaint due to difficulties with unwanted add on services and requested a refund/cancellation.

A member of the Executive Support Office spoke with **. [redacted] on 7/16. Our records indicate all but one of the requested refunds had already been issued. As such we issued the remaining refund on 7/16. We also provided **. [redacted] with instruction on how to opt out of the unwanted add on services. **. [redacted] has been provided with our contact information and we ask that he contact us directly if he has any additional concerns related to this matter.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I also updated the business that their practice is incorrect. By default they have enabled a feature which is free for one month and has to be cancelled after one month. Problem is that we are not able to cancel that feature online, we have to call. In the past we also called, and our feature was not removed. My suggestion to the business was to let the customer select the future rather than business selecting the feature automatically.

While I have no barometer for this (it's my first time), it seems to me that these folks have taken advantage of the time they've been in business to learn as much as they can in order to better service their client base. As of right now, I'm impressed.

Review: I cancelled all services with this company at least twice so far and they are still debiting my account for a service that I did not ask for, have no idea what it was for in the first place, and cancelled in May and again in July. I have called their company many many times and no matter what time you call them, you are put on hold for longer than 30 min. I have tried in the AM, PM and even after midnight and same thing......."we are experiencing higher than normal call volume" You never get that if you are calling to buy something but if you have a question about a billing issue or a technical issue they are ALWAYS experiencing higher than normal call volume When I got an operator today and explained the situation and that I needed to talk to person to tell them to STOP taking my money, they put me on hold again and then disconnected me.Desired Settlement: I want this money all refunded and a guarantee that they will never go near my bank account again!

Business

Response:

[redacted] filed a complaint citing difficulties with billing and the cancellation of her services.

Review: The site claims to give you 1 domain, unlimited transfer data, and 300GB of storage space for .99 cents a month. Upon registering, they collect your credit card number and act like you are paying for your domain and service for 99 cents. It also has a seal on the site 30 day back guarantee.

After gaining access to the site, it says to use their website builder for free although it cost you $9.95 a month. After finding that out I also found that I have no domain.. although I paid for it. What happens when you go get your domain you paid for it makes you pay for a package $34.95 for a domain per year.

I also got double charged because the site does not confirm your payment.

Under the account and billing it says recurring 9.95 monthly.. and it didnt charge anything at this time. Although I bought a 99 cent service.Desired Settlement: I want my account deleted and my credit card off the site with no charges made.

plus my money back.

Business

Response:

[redacted] filed a complaint citing dissatisfaction with a promotional offer and pricing. [redacted] is requesting to have his credit card removed, account cancelled and a refund of $1.98.

A review of [redacted]’s account shows the issue has been resolved by Customer Service. A member of the Executive Support Office left a voice message for [redacted] on 7/31/14 and sent a follow up email was sent providing our direct contact information and advising the issue appeared to be resolved. We remain willing to speak to [redacted] and facilitate any additional assistance if needed. We ask that [redacted] contact our office directly if he has any additional concerns related to this matter.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They did help to cancel my account and take my credit card off the site. As long as I'm not bombarded by hidden charges we are good.

Review: they sent me advice 2 feb 2013 that my domain name ([redacted]) will be renewed without saying me the price and I didn't know that they scam people selling renewal at 37.99$;. everywhere else this is sold for 9.99-12.99. my domain expire may 23 so I asked for a refund but they say they have to talk to a supervisor and didn't get news about that. I sent many emails without resolving the case. so, I ask for your help. I don't want to call them because this is an internet company and should provide me email support.Desired Settlement: 37.99

Business

Response:

[redacted] filed a complaint regarding the renewal price for his domain name.

Review: Network Solutions frequently offers an unsolicited limited-time free service, that after the free time-period begins to bill for the unsolicited, unrequested, and unwanted service.Desired Settlement: The business practice of automatically renewing services and offering unsolicited services that are automatically billed for renewal are unethical and, I believe, illegal. Network Solution should stoop these practices

Business

Response:

[redacted] filed a complaint citing dissatisfaction with the process of adding free promotional services to the account that later renew monthly automatically for a fee.

Review: I cancelled my account with Network Solutions only to be charged for another year. When I called to inform them of the error they promised me to refund the money. They did not…. it was not until I filled a claim with [redacted] that the money was refunded.

A month later I am receiving threatening emails from Network Solutions that I owe them money for the account that was cancelled. As all accounts are paid in advance, and the account was cancelled well before (nearly 2 months) the new billing period, I was surprised to see an email from them telling me they were going to report me to a credit agency because I was refunded twice and owed them one payment back! I checked my [redacted] account to see if there was an additional refund given and there was not. I called Network Solutions to inform them of their error to which they tell me the error is mine??? And they would not help me resolve it with [redacted]. They could not give me proof by way of Transaction IDs (2) to show they refunded my account twice, they are sending me threatening emails, they tell me they will not contact [redacted] to resolve this even though when I contacted [redacted] they advised me that Network Solutions needed to contact them as the dispute is really between those two parities… I have no recourse but to file this complaint.Desired Settlement: To contact [redacted] directly to document there was only one refund given to me... to finally close my account as Paid... to stop the harassing emails!

Business

Response:

[redacted] filed a complaint citing a billing issue with her account. **. [redacted] stated that Network Solutions claimed to have refunded her twice via [redacted] and that she now owed a balance of $71.17 and if it was not paid, she would be reported to a credit agency.

Review: Network Solutions had charged my business [redacted] card $4.99 for 11-consectuive months without authorization for a product I did not order. When I contacted them they claim they had sent me an email which stated that they were giving me a "free" 30-day trial for some sort of email hosting. That if I didn't then cancel the product, that they would assume I wanted it and they would charge me the $4.99 per month. (I never received such an email. If I did I would have rejected their offer.) Since Network Solutions hosts my website, I at first thought the charge was in relationship to that hosting service. Frankly, I'm shocked that this normally reputable company would engage in this type of consumer fraud.Desired Settlement: Network Solutions should discontinue this fraudulent practice.

Business

Response:

[redacted] filed a complaint stating an unwanted promotional product was added to his account at no charge but then billed monthly for 11 months at $4.99.

Review: I used to belong to a non-profit organization that had a website. I was told to use Network Solutions to host our domain name. I did and paid for 5 years of there service via my personal [redacted] account. I am no longer a part of that organization. and recently was billed by Network Solutions for another 3 years of hosting the domain name. On March 8th 2013, Network Solutions withdrew $113.97 from my [redacted] account. When I contacted Network Solutions, I informed them that I was no longer a part of that organization and requested a refund and to be removed from that account. I was given the confirmation number : [redacted] and was told I would get a refund. This transaction caused me to incur $120 in additional bank fee's do to in-sufficient funds since my bank account was now over drawn. I had also been told that the account had been set up for automatic renewal, but I still never received any emails about them taking my money. On March 20 2013 I received a refund of $37.99 which I was informed was a 1 year subscription. I have since made several more calls with empty promises about receiving in 4-5 business days the remaining $75.98 that is still owed to me. I've probably made at least 6 phone calls to this company. My last conversation I was promised that I would have my refund by April 12 2013 and was told that no supervisors where available to speak with. As of 9 pm today no refund has been issued. I was also issued confirmation numbers: [redacted] and [redacted]. I do not know what else to do, I just want my money back.Desired Settlement: I would like at-least my $75.98 refunded to my [redacted] account that they withdrew it from and at-least $20 for the remaining amount of fees that the bank would not reverse.

Business

Response:

[redacted] filed a complaint citing the automatic renewal of a domain and difficulty in receiving a requested refund.

Review: hello

my name is [redacted] from www.[redacted].com located in [redacted] ny, we are online based store since 2008 our site has been hosted thru network solutions since we started our business.

last week I called in discussing with them the strategy of merging away my site from them to a new hosting company but of course they were NOT satisfied with it, so they decided to SHUT DOWN my site & business emails, I tried calling them but with no normal results until I raised my voice & they put back just part of the site but the SSL certificate was not put back until today.

so my site was shut down for 3 days making us lose thousands of dollars during the weekend & during the shopping season, my emails were NEVER retrieved at all,

I just don't know where to go from here, & when I spoke today with a supervisor & I mentioned that I will contact the Attorney Generals office or the Revdex.com he became extremely mad on me & told me that he will not speak to me anymore, so I have no choice but contacting your office.

please help me with this issue ASAP.

[redacted] ny [redacted]

###-###-####Desired Settlement: they hurt my business alot by shutting down the website & by shutting down our business email account so we lost alot of emails send from clients, I need money back from them for hurting us

Business

Response:

[redacted] filed a complaint claiming his ecommerce store was shut down without his consent, causing a negative impact and monetary loss to his business. [redacted] is requesting a refund in the amount of $843.

Review: [redacted] Law firm represents the Norwegian company [redacted], a Norwegian company selling clothes and accessories for outdoor use to customers all over the world. Our client owns the domain [redacted]. Network Solutions has not replied to several fax and e-mails sent on behalf of [redacted] from [redacted] Law firm. As of today, we have not received any reply from Network Solutions.

The former billing contact / primary contact of the domain registered by Network Solutions had left his position with our client, and it took some time before the directors of the company became aware that the registered data of the domain had not been changed. When the client became aware of this, the Marketing Director, [redacted], immediately took action, and contacted Network Solutions.

The domain was about to expire, and the domain owner represented by the Marketing Director was several times reassured over the phone by representatives of Network Solutions that everything would be sorted out - both changing of the registered data and renewal of the domain. The registered data of the domain were changed, and our client was told the domain had expired, but was offered by Network Solutions to renew/re-activate the domain by paying USD 299. Our client accepted this and provided credit card information over the phone. This was accepted by Network Solutions' representative. By now, our client was in good faith that everything was sorted out and in working order.

Recently our client became aware that the client's domain is now registered to a Japanese company or individual. Needless to say, our client was very surprised by this.

Without knowing exactly what has happened, it seems that Network Solutions had, either themselves, or through an affiliate or partner, put the domain [redacted] up for auction. The domain seems to have been sold to a third party after changing the registered data and agreeing to renew the domain for its rightful owner; the Norwegian company [redacted].Desired Settlement: Our client demands that Network Solutions rectify the situation, and return the domain to its rightful owner, [redacted].

Business

Response:

[redacted] filed a complaint stating they have not received a response from Network Solutions to their inquiries regarding domain [redacted]. Additionally, [redacted] states Network Solutions sold the domain to a third party after agreeing to renew it for their Client, [redacted].

Review: Unauthorized charges on our credit card, they refuse to issue refund.

On July 30, 2013 I contacted [redacted] to discuss web hosting. I purchased a plan that consists of hosting, domain registration, private registration and includes 1,000 email addresses.

I spoke with [redacted] at Network Solutions and on July 31, 2013 I spoke with Laurie and explained that I wanted to transfer my account to [redacted] and close my account with Network Solutions. Then I spoke with [redacted]. I was assured everything had been taken care of.

I was a caretaker and after dealing with a long family crisis and a death, in January I realized that there were charges from Network Solutions on my husband's credit card statements. In July they had started charging me $4.99 every month. On January 22, 2014, I called Network Solutions again. I spoke with [redacted], then [redacted] and then [redacted]. The mysterious charges that suddenly appeared on our credit card statement were for an email account that I knew nothing about. It was created July 31, 2013, the same day that I contacted Network Solutions about transferring my domain name and closing my account.

I explained to [redacted] that I did not create that email account and I certainly did not agree to pay $4.99 per month for an email account. There are plenty of free email services such as [redacted], [redacted], [redacted] and many others plus the fact that I can have up to 1,000 email addresses with my web site hosting plan with [redacted]. There is no logical reason why I would agree to pay Network Solutions for an email address that I clearly do not need. [redacted] said I would be refunded $29.94 and provided me with a claim number [redacted].

On January 27 I received an email from Network Solutions indicating that a refund of $4.99 had been issued. The following day I received two more emails, each indicating that refunds of $4.99 had been issued.

On January 31 I called Network Solutions again and spoke with [redacted] and then [redacted] in an effort to find out what happened to the other half of my refund. I was told it was denied because the charges were too old. I explained to [redacted] that I did not create that email account, there was absolutely no reason why I would since I got up to 1,000 email addresses with my hosting package and I did not authorize Network Solutions to charge me $4.99 per month for that email account. I explained that my failure to review the credit card statement in a timely manner dose not give Network Solutions the right to rip me off and keep my money.

He said he would process another credit for the other half of my money and I should hear something within a few days. He gave me a claim number, [redacted]. It is now February 20 and Network Solutions has not responded.Desired Settlement: The remaining balance of the charges they put on our credit card without authorization.

Business

Response:

[redacted] filed a complaint due to difficulties with a refund request.We attempted to reach [redacted] with the contact information

provided in the Complaint 3/12. The telephone

number provided on the Complaint was invalid, so a follow up email was sent

including contact information for a member of the Executive Support

Office. We remaining willing to work

with our Customer to address this matter and ask that [redacted] contact our office

directly to proceed.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:Response pasted below.

Regards,

[redacted] The emails received from Network Solutions on April 15 and

April 22 are pasted below. There are no verification numbers as stated in the

latest response from Network Solutions via the Revdex.com.

They have requested that I contact my financial institution

with the verification numbers they claim to have provided in an effort to

confirm the refund status. Unfortunately, I cannot do that. I don't have the

verification numbers, as you can see in the emails pasted below, they failed to

provide them. Also, my name is not on the credit card that they put the unauthorized

charges on therefore the account cannot be discussed with me.

I believe the closing date of the last credit card statement

we received was on the 9th of the month. So, it is reasonable to believe that were

are approximately 6 days away from the next closing date. If the credits are on

the statement we should be able to wrap this up soon.

Ok, I’m looking into this now for you.

Thanks!

*.

From: Me

Sent: Tuesday, April 22,

2014 7:23 PM

To: [redacted]

Subject: Re: Revdex.com Complaint

Review: I discontinued my renewal for a domain name from the company, and then unsubscribed from their emails, which would be sent 2-4 times per month. I then contacted their support to ask for my account to be removed and to stop the emails. They responded that they could not remove my account. I continue to receive emails from them for a service I do not want and a product I do not need.Desired Settlement: Remove my account and do not contact me in the future.

Business

Response:

[redacted] filed a complaint due to difficulties with unwanted marketing emails from Network Solutions.

We confirmed that [redacted]’s information was submitted for removal from marketing emails on 3/11. We attempted to reach [redacted] by phone to follow up on 3/11; however, he was not available, so a voicemail message was left for him. A follow up email including direct contact information for a member of the Executive Support Office was also sent. We ask that he contact our office directly if he has any additional questions or concerns related to this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Network Solutions was and is our Email provider to several of my clients, as well as web hosting. I have agreements for 1 year at a time. I am a Gold member to Network Solutions. They continue to have numeorous outages that they keep blaming on issues such as Server failures, network switch errors, Denial of Service Problems,Desired Settlement: Would like a credit of 6 months free service on all my accounts and 3 months credit. the 3 months refund for the problems and 6 months so if they want to retain my accounts as a customer to make sure that they have all their problems worked out.

Business

Response:

[redacted] filed a complaint due to difficulties with the performance of his email boxes and requested a refund and/or compensation.

We called and spoke to [redacted] on 6/19. As a Customer Service Gesture a one year term was applied to the affected email boxes free of charge. Contact information for a member of the Executive Support Office was provided and we ask that he contact our office directly in the event he has any additional concerns related to this matter.

Consumer

Response:

The discussion was that all my accounts would have 6 months added to them. She then said she would expand it to 1 year. Currently, only the one email account has been changed to expire in 1 year, the others still haven't had the 6 months added to their expiration dates including: [redacted]. Once these have been changed to expire later to JUNE 2014 or later, I will consider it resolved. Until the case is still unresolved.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

[redacted] filed a rejection to our response stating that some of the email box extensions had not been completed.

Review: The charged me for a service I didn't want. I called to cancel and they agreed to a refund but never provided it. I called again, they said I would get a refund and instead I got an additional charge of 63.98 so now a total of 241.37. They have had my money almost 2 months and cost me lots of time and frustration waiting through their "customer service" system.Desired Settlement: If I was this late on a payment I would be charged a late fee. I should get a late fee from them and reimbursement for my wasted time. I don't really expect to receive it, but people should know you can't get this company to turn off service or give a refund when they say they will.

Business

Response:

[redacted] filed a Complaint stating that she did not receive a refund that had been promised and was later charged a second time for services she did not intend to renew.

We spoke with [redacted] 3/6 to apologize for the difficulties and address her concerns. [redacted] confirmed that she had received a portion of the refund in the amount of $177.39 since her Complaint was initially filed, but had not yet received a refund for the remaining $63.98 of the total. The remaining refund totaling $63.98 was issued 3/6. Please note that the refund may take a maximum of 7-10 days to post to the credit card. A follow up email confirming the refund was sent. Direct contact information for a member of the Executive Support Office was provided in the event [redacted] has any additional questions or concerns related to this matter.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am disappointed that I was forced to make this complaint before I could get the issue resolved. The person who did finally handle it, however, was very professional.

Regards,

Review: The company continually bills for unwanted products and services monthly.Desired Settlement: Refund of $33.29 for $10.97 charges for 3 months.

Business

Response:

[redacted] filed a complaint citing unwanted services and

refund difficulties.

A member of the Executive Support Office reviewed [redacted]’s

account and confirmed the requested refunds and deletions were completed on

10/12/14. We attempted to reach [redacted]

by telephone on 10/20/14 but the number provided was not working. We sent a follow up email confirming the

refunds and providing direct contact information for our office. We ask that [redacted] contact us directly if

he has any additional questions or concerns related to this matter.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The services "paid for" (web site hosting) is not being delivered by the vendor. Yes, the refund was received but the monthly charges are for "web site hosting" of our domain www.consumercounseling.org. According to the staff at Network Solutions as of October 29, 2014 our website is housed on an old windows based server (k3,3k) and must be migrated to a new windows based server within Network Solutions. The problem appears to be an Engineering department issue within Network Solutions.However, I am paying monthly for services not being delivered by Network Solutions as evidenced by two (2) independent sources (attached). The non performance of Network Solutions is negatively affecting our revenue from Internet sources.

Regards,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The company has all my telephone numbers ###-###-#### and +** ###-###-#### (travel phone) and failed to call and honestly access THEIR problem with THEIR servers. The company indicates the problem with THEIR servers has been resolved which is a blatant lie! The company is either unable or unwilling to change my website to a fully functioning server.I am aware the company is in the process of migrating all their old account to a new windows server because their current [redacted] server does not function.Either refund my money since 1995 or move my website to the new windows based server currently being provided to all their new subscribers.

Regards,

Business

Response:

[redacted] filed a complaint citing difficulties with his website.

Review: I initially registered a domain and signed up for web hosting with Network Solutions and was charged a monthly fee that I had called to cancel prior to the due date. Network Solutions requires you to call each department/service you have individually to cancel your service- it is pretty ridiculous. Well, I called to cancel all of these services and they were supposed to refund my money. They sent me an invoice showing that they refunded my money; however, they sent it back through to a debit card that was no longer active. I have since changed banks. The next month, I noticed that they, again, charged my account so I called and told them I cancelled my services and provided reference numbers. They never explained what went wrong, but I had to go through the entire process all over again, speaking with each department to cancel my services. I tried to cancel 4 different times, with each individual department, and then finally on the 4th attempt, they stopped charging my account and sent me a refund--- just the latter refund, the first is still floating in space somewhere apparently. Now, since they charged my account when they should not have (and time, after time, after time) I got overdraft fees and extended overdraft fees, etc. charged to my bank account. Once Network Solutions finally sent me a refund for services, I called my bank to get the related fees reversed. My bank informed me that the only way they would refund the fees is if I got Network Solutions to fax in a letterhead stating that the fees were charged in error. I have called Network Solutions and requested this on so many occasions, I could not honestly state a number. I figured the issue here was the fact that every time you call the customer service number and select the billing issues department, you get a representative on the line who hardly speaks English. I kept getting someone in the Philippines. I told them I wanted to speak to someone from America, and they told me that they would have to put in a request and it would take 2 business days. (LOL. That is what they said every time I asked for them to fax in a letter to my bank too and never heard from a supervisor, so I didn't even waste my time submitting the request). Instead, I went on to the NetworkSolutions.com website as well as web.com (Network Solutons is a web.com company), and sent in a contact message explaining my issues and was notified via phone from an English speaking representative. They said that they would fax in the letterhead and this should happen within 2 business days. That was 2 months ago. I give up. I did not want to have to file a complaint with the Revdex.com, but this is ridiculous. Close to $200 in fees needs to be refunded to me by my bank and because Network Solutions charged my account after I repeatedly asked them to cancel my services with every dang department 4 different times, and because they have yet to stand by what they said they would do, I am out-of-pocket. It is a FAX, it literally takes 5 minutes. They really need to get on the ball.Desired Settlement: I want them to fax my bank RIGHT when they say they will do it and send me a CC of the facsimile transmittal. I also want them to give me a year of free domain/professional web hosting service (the best package with all the perks they have possible to include SEO, SSL, Private Registration, Social Networking, eCommerce, Advertising, Professional Email, Sub-domains- the whole shebang!!!!) for each month that I have been trying to get this resolved. And, since this has been going on now since March, 2014- that would be 6 years. There has been multiple occasions where I could have desperately used the $200 in fees that I was penalized for due to the aforementioned actions and broken promises of Network Solutions.com. Perhaps having to provide me with free services for a while, they will see how it feels to just throw money away and hopefully decide to change the ways in which they do business. This will also provide me with the opportunity to make back some of the money and the wasted hours of my valuable time that they have caused me. In 6 years, when my free services are up, I will have had an ample amount of time placing their need for my money on the back burner just like they did to me and will consider not taking my business elsewhere.

Business

Response:

[redacted] filed a complaint due to difficulties with billing and refunds concerning her Network Solutions Account. She’d requested a fax be sent to her bank in order to clarify charges/refunds.