Complaints

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is a fraud! I created a membership with them on Saturday and called them Sunday to cancel because their website was glitching. They were closed. on 03/23 which was 4 days after i made the purchase of the product they tell me I can't cancel my 1 year agreement because guess what? i called them 1 day late. this is ridiculous. and this company is a fraud!!

  Business response

  04/01/2022

  We have received the complaint for ******* *******, BBB complaint ID. ********
  .
  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with several team members to better understand these issues and respond appropriately. After completing a full review of the account we can confirm the following: 
  
  We have reviewed the account and provided a full refund of $80.70 with regards to services purchased by ******* on 3/19/2022. It may take up to 7 days for the transactions to complete to the clients financial institution, however they have begun processing on our side.
  
  
  
  At this time, we believe this matter to be closed. We sincerely apologize for any frustration or confusion this has caused and wish ******* the best of luck in their future endeavors. 
  

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been asking web.com to stop my monthly payments for 5 months! The cancelation button doesn't work on their website and their customer support is closed during their "open hours". I have tried everything and they will not cancel the monthly payments. I have not used this website for 5 months and have chatted in their chatroom asking for the customer support person to cancel my monthly payments and they just leave the conversation.

  Business response

  03/18/2022

  Dear Better Business Bureau,
  

  We have received the complaint for ******** *******, complaint #********.

  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with several team members to understand these issues better and respond appropriately.
  

  We have had our support teams attempt to reach out to the customer several times to facilitate the cancellation of *** account but were unable to make contact. Our support staff has left voicemails and sent emails to the primary email address we have on file asking for a response to this complaint. We continue to be ready and able to assist the customer in *** cancellation, we merely require that the customer reaches back out to our support teams. From ***e the customer can eit*** respond to the emails sent to *** primary account email or reach out to phone support at ************.
  

  We sincerely apologize for any frustration or confusion this may have caused.
  

  We wish ******** the best in *** future business endeavors.
  

  Sincerely,
  Web.com Executive Office

• Initial Complaint

  03/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been trying to cancel my services for over a month (before my trial ended) I have lost service to my phone so was unable to call in. I had looked online and followed the directions to cancel my services, however the way I was advised as per online instructions, did not work, it would not let me send any information, I had tried to contact someone via online chat, however they kept stating I had to call in, which advised I was unable to as I do not have service on my phones. I had received an email stating to update my payment method in order to pay my bill (which I have been trying to cancel off the whole time), which the way it was stated payment would only go out now when a new payment method was made, also to note even trying to respond via their incoming email, kept coming back as it was a no reply email address. I had made a payment on my credit card before being able to contact them to cancel, when I noticed they had already taken payment out, upon contacting them over phone today they stated they will cancel the service, but cannot issue a refund, when even at the beginning I tried their way with no luck, could not do it via online, only phone, which again, I had no access to until now. Not too mention no where around the website does it even state how much was to be charged. All I am requesting is my $19.00 or whatever the amount charged was refunded.

  Business response

  03/11/2022

  Dear Better Business Bureau,
  
  We have received the complaint for *****, complaint #********.
  
  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with several team members to understand these issues better and respond appropriately.
  
  Support has attempted to contact the customer to determine what services were cancelled and to identify the fees associated with this cancellation, so that we may refund them. We are unable to determine what product or services had been deleted recently, and thus we are uncertain as to what amount should be refunded. After several phone attempts on 3/8/2022 and 3/9/2022 our support team was unable to contact the customer as they were not given a voicemail option. Support had emailed the customer at the primary ***** email address we have on file asking for a better contact phone number. Once the customer can contact our support team, we can move forward with the cancelation and refund.
  
  We sincerely apologize for any frustration or confusion this may have caused.
  
  We wish ***** the best in their future business endeavors.
  
  Sincerely,
  Web.com Executive Office

  Customer response

  04/26/2022

  From: ***** ***** <*************************>
  Sent: Tuesday, April 26, 2022 1:14 PM
  To: Info <*****************>
  Subject: Complaint #********

   

  Hello

   

  I had made a complaint back in March regarding Web.com not issuing a refund, I was in the midst of getting in contact with them and the case was closed?

   

  They had contacted me via email to call in discuss and issue a refund, as I did not a have working phone at the time to call them. I had stated I did not have a working phone, so I was unable to call in and contact and to talk via email; however, they kept saying to call in. I was able to phone in and the first 2 attempts no one had any idea what I was talking about, then sent an additional email, again stating to call in, called in last week again and they stated once again no refund could be issued. I am getting the run around on this, Its a headache for zero reason.

   

  I am not sure where or how to proceed if this is closed, however there was nothing resolved as they are refusing and no one seems to know what is going on, yet being told different stories

  Business response

  05/02/2022

  Dear Better Business Bureau,
  

  We have received the complaint for, complaint #********.
  

  Please know that we apologize for any frustrations the client has experienced. We have reviewed the client’s response and have revisited their concerns.
  

  We have identified that the order **********, placed on 3/1/2022 was for $15.00 which included website ********* and a website ******* ****. Both products were deleted as of 4/9/2022 and coincide with the same order number. We have had our Finance team refund this amount as of 5/2/2022 and should reflect in the client’s bank account between 7-10 business days. Currently, the only active product in the client’s account is the domain name ************************** which is set to expire as of 12/31/2022. We can confirm that the domain is not set to auto-renew, so should the client not wish to renew they can merely let it expire naturally. The client can also reference the claim ID ******* for the refund.
  

  In light of this clarification to the response of the client, Web.com considers the matter closed and asks that the BBB will do the same.

  
  

  Customer response

  05/03/2022

  [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.]

  Better Business Bureau:

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

  Regards,

  ***** *****

   

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the services and didn’t realize there was a $10 reoccurring monthly fee, in fact, I am positive I did not sign up for any reoccurring fees… then when I tried to cancel my “subscription” it took me all day getting on the chat, then it told me to call the number, then when I called the number it would tell me I would have to go online which would direct me to chat and it was a circular scam that makes the consumer lose patience I just give up. Then I had to just cancel my whole debit card that I used from my bank in frustration. This business is definitely a scam.

  Business response

  03/11/2022

  We have received the complaint for ***** ***, complaint # ********.

  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with our team members to understand these issues better and respond appropriately.

  We can confirm that our support team was able to reach out to the client to address their concerns. At this time, we have disabled the auto-renew for the client’s hosting package and she will no longer be charged the $10 monthly fee.
  

  We sincerely apologize for any frustration or confusion this may have caused. If you have any questions, feel free to contact us directly or chat with our Technical Support team at ************** (************** outside the US).

  Sincerely,

  New Fold Digital Executive Office

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I suddenly had an issue with my domain not working on my ********* site and was told I needed a *** certificate so I tried to purchase a few but none would work with my ************ domain so I had to get a *** certificate from ********, then it required a special email address so I had to purchase that and then new ********** and then I needed a new website because nothing was working and because I was getting the absolute worst customer and technical support from ************ and because I was desperate to get my website operational I bought these products in hope they would work together. But they did not. and they still do not and after hours....literally hours of sitting on hold, being hung up on, transferred around, laughed at, treated like I do not know what is going on etc, I am now resorting to good 'ol ***** BBB to help me resolve this conflict. I am trying to transfer my domain from ************ if only I could get ahold of someone and not be on hold for nearly 2 hours before I just hung up. For whatever reason they are requiring me to call- essentially making it so I cannot transfer my domain. Further, I called to get my money back from products I purchased within 24 hours and could not use - still getting the run around. They do not have a email address. That should have been a red flag - a business that sells email addresses that does not offer an email address for customer inquiries. I WANT MY MONEY AND MY DOMAIN BACK. **** why is everyone acting like such ***** all the time. Note this- I will not just sit back and let you. Not on my money. I uploaded their format of the billing history to make my refund easier.

  Business response

  03/04/2022

  We have received the complaint for ****** ******, complaint # ********.
  
  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with our team members to understand these issues better and respond appropriately.
  
  We can confirm that our support team has made direct contact with the client to ensure their concerns were addressed. The client advised all services are functioning, which support has also confirmed the client’s *** and ********* website are connected and working as intended. The client did not request assistance to transfer their domain name during their communications with support, however, they can unlock the domain and then request the transfer authorization code from within their account control panel. Additionally, we are unable to see any files uploaded via the BBB response regarding billing, and the client did not advise of the services they would like refunded or canceled during their communications with support. We would be happy to assist further, should the client need further assistance.
  
  We sincerely apologize for any frustration or confusion this customer experience may have caused and would recommend the client reach out to support when they are available.
  
  Sincerely,
  
  *** **** ******* ********* ******

  Customer response

  03/07/2022

  [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]

   Complaint: ********

  I am rejecting this response because:

  That is not the conversation I had with **** *****.  Now I do want to transfer my domain out and I will.  I WANT A REFUND ON THE PRODUCTS YOU COULD NOT HELP ME GET TO WORK WHEN NEEDED.  I want a refund on the hosting, website, and *** certificate.  You are lucky I am not quantifying all of the time it took from that entire weekend being treated like **** by your IT people.  Your IT people are unprofessional and need better training.  They were unable to assist and each time they would transfer me around and have me on hold for 30 minutes or an hour - at one point it was over an hour.  They played games where they would transfer the call and then disconnect after a long period of time.  Do you know how incredibly irritating that is when I have paid for a service I am trying to get help with and cannot?  This is all documented because **** ***** documented it so read your notes and then refund my money.  I do not want to spend another second on this.  

   

  Regards,

  ****** ******

  Business response

  03/16/2022

  We have received the complaint for ****** ******, complaint # ********.
  
  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with our team members to understand these issues better and respond appropriately.
  
  First, we would like to extend our apologies for the customer service the client experienced. Secondly, per the client’s request, we have issued a refund for the following services, totaling ****. Please allow five to seven business days for this refund to reflect on the pri**** billing.
  
  Invoice # ******** (***) - $**
  Invoice # ******** (Online Store) - $*
  Invoice # ******** (Hosting) - $*
  Invoice # ******** (Email) - $**
  
  Additionally, we can confirm the client’s domain name is now with Go ***** after the client completed a domain transfer. Should the client need further assistance, we would be happy to assist further.
  
  We sincerely apologize for any frustration or confusion this customer experience may have caused and our support teams would be happy to help address any further concerns.
  
  Sincerely,
  
  *** **** ******* ********* ******

  Customer response

  03/16/2022

  [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.]

  Better Business Bureau:  

  Dear BBB and ************,

   

  I appreciate that you heard my complaints and refunded my money for services that were purchased but ultimately not used or needed afterall.  I am not sure what changed after so many years having my domain hosted with ******** but I feel as though the unsatisfactory tech support (except **** *****) was a contributing factor for my move to another provider.  Unfortunately I had enough by the time I was transferred to **** *****.  But thank you again and I will remain neutral in my assessment of your organization.  

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

  Regards,

  ****** ******

   

• Initial Complaint

  02/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  2/22/22 I was billed for 37.99 on my credit card. I cancelled my subscription early in 2021. I call back and had them remove me from their auto renewal in September 2021. I got charged this February 2022 and they again said my account was still in the auto renewal. I asked to have my account deactivated/deleted/removed from their system and I got no response. I log into my account and they don't allow me to remove my credit card or deactivate my own account.

  Business response

  02/25/2022

  We have received the complaint for ******* *****, BBB complaint ID. ********
  .
  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with several team members to better understand these issues and respond appropriately. After completing a full review of the account we can confirm the following: 
  
  On 2/25/2022 We can confirm that the customer has been refunded the cited 37.99, and the account has been deactivated. We also have removed the payment information from the account to prevent any future charges.
  
  
  
  At this time, we believe this matter to be closed, and we sincerely apologize for any frustration or confusion this has caused. 
  
  We wish ****** the best of luck in their future endeavors. 

  Customer response

  03/01/2022

  [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.]

  Better Business Bureau:

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

  Regards,

  ******* ******

   

• Initial Complaint

  02/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ************ is the domain name provider for ********************. The latter was acquired two years ago by ********* *** *****. The owners of the domain account are no longer with the company. I'm the new ********** ************** for *** and need to gain access to this account to manage and react to threats. I've been trying this unsuccessfully with ************ since April, 2021. Despite daily and weekly support contact across teams and companies (************ and its sister organization, ******* *********), ************ has placed this ******** / ******* ********* Ticket #: ********** in a cyclical pattern of telling *** we need the prior *** employee approval to assume ownership of the domain. I've been unable to get a response, escalate, or try to avoid this path of resolution. Yet, *** / I are good enough to take money from to continue to pay for the services and right to retain ownership of the *** domain. I can't transfer the domain to ******* ********* either because we won't have access to the *** domain account to approve. At this point, I'm better to let the annual *** domain expire, let it become publicly available, and reacquire it as *** under ******* *********. I'm at a loss and merely want to access the *** domain account we pay and own under ***. ************ has ended support conversations (email and phone) for months now. Please help. Thank you.

  Business response

  02/25/2022

  We have received the complaint for *** ********, complaint # ******** .

  
  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with our team members to understand these issues better and respond appropriately.

  We can confirm that our support team has made direct contact with the client to work to resolve his domain concerns. Additionally, our support team has given the client a direct line of communication if he has any further questions.

  We sincerely apologize for any frustration or confusion this may have caused. Should the client need additional assistance, please feel free to contact our support team.

  Sincerely,
  

  *** **** ******* ********* ******

  Customer response

  03/02/2022

  [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.]

  Better Business Bureau:

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

  Regards,

  *** ********

   

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ************ attached charges to my account that I did not authorize. I've asked to cancel my account and they keep transferring me to a different department but each department says they can't cancel my account. I've called multiple times but I keep getting transferred to a department that says they can't help me. Their website doesn't allow canalizations and I can't get to the "right" department. I would like to cancel my account and all domain names. I would like a refund for $*.99 x * months = $17.97

  Business response

  02/24/2022

  Dear Better Business Bureau,
  

  We have received the complaint for ****** ******, complaint #********.
  

  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with several team members to understand these issues better and respond appropriately.
  

  We have made numerous attempts to contact the customer via phone and email regarding their desire to cancel their account and receive a refund. Despite these attempts, we have been unable to contact the customer. For further assistance canceling their account and receiving a refund, the customer can reach our Loyalty team at **************. When using this number, the customer can choose option *, and then option * to reach the Loyalty Team directly. For reference of this matter, the customer can use the case #**********.
  

  We sincerely apologize for any frustration or confusion this may have caused.
  

  We wish ****** the best in his future business endeavors.
  

  Sincerely,
  Web.com Executive Office

  Customer response

  02/25/2022

  [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]
  

   Complaint: ********

  I am rejecting this response because:

  They have not made multiple attempts to contact me.  I received two phone calls on Feb 16 at 10:20am & 11:24am while I was at work.  The voice mail left said that there was no way of me returning their call.  I have not received any emails regarding this matter.  However, I did receive SEVEN emails on Feb 2* to confirm my email address.  LOL, SEVEN EMAILS!!!  The phone number they listed in their response, **************, did not help me cancel my account.  I called that number twice on Feb 1*th and both times I was told I would be transferred to a department that could cancel my account.  Both times I was transferred to someone who said they couldn't cancel my account.  One of the times they transferred me again but the phone just hung up.  The second time I was transferred I was sent to a voice mail that said their offices were closed.  I spent 2 hours calling that number and other phone numbers until their offices were closed without ever finding someone who could cancel my account.  I will no attempt to call one last time to try to cancel my account.  This is absurd!

  Regards,

  ****** ******

  Business response

  03/03/2022

  Dear Better Business Bureau,

  
  We have received the complaint for ****** ******, complaint #********.

  
  Please know that we apologize for any frustrations the client has experienced. We have reviewed the client’s response and have revisited their concerns.

  
  While our support team does not have a direct number, they have made several attempts to call the client during business hours, as we too only have staff during that time. The phone prompts provided in the previous response will direct the client to our Loyalty team who can process the cancelation and refund. We have also sent follow up emails to the primary email on file, the same that is linked to this BBB complaint. As we are not showing any email bounce backs, we encourage the client to check their span folder for our correspondence. While support is ready and able to assist the client in their attempts to cancel and receive a refund, we must first contact and authenticate them to their account. From here, if the client is unwilling to call into support, they can open a support ticket directly from their account manager. All support tickets go directly to our support teams and because the client logged in with their credentials, the ticket is preemptively authenticated.

  
  In light of this clarification to the response of the client, Web.com considers the matter closed and asks that the BBB will do the same.

  Customer response

  03/07/2022

  [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]

   Complaint: ********

  I am rejecting this response because:

  I would like to keep this complaint open as I am now receiving 7 emails every few days, asking me to confirm my email address with ************.  I consider this spamming and possible retaliation as I was told my account with the company has been successfully canceled prior to these emails.

  In regards to my experience canceling my account, the phone number and numerical code you provided was not able to cancel my account.  I was then transferred to someone who could.  It took about an hour and half to finally reach someone who said they could cancel my account.  Yet, I'm still receiving multiple spam emails.

  In regards to emails sent to me regarding this matter, I have checked my spam folder and there are no emails.  I have received two phone calls that I documented on my last response.  That's it.

  If BBB considers this case closed and I still received these spam emails, I will open another complaint.

  PLEASE REMOVE ME FROM YOUR EMIAL LIST!

  Lastly, I think it's cute you think you are in control of this situation and consider this complaint closed.  I think BBB is the one who will make that decision and I will be the one who opens a new complaint if you keep email spamming me.

  Regards,

  ****** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩