Complaints
This profile includes complaints for GoDaddy.com LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,690 total complaints in the last 3 years.
- 717 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:01/31/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Subject: Urgent Complaint Regarding Hosting and Support Issues Dear GoDaddy Support,I hope this message finds you well. I am writing to express my extreme dissatisfaction with the recent experiences I have had with your hosting services and customer support.Firstly, I purchased hosting from GoDaddy and was promised a free domain. However, I did not receive the free domain, and when I contacted customer support, I was informed that I should have contacted them before making the purchase to ensure both the domain and hosting were in the cart together. This requirement seems counterintuitive, especially when offering a free domain why would one need to include it in the cart if it's meant to be free?Secondly, I encountered an *** issue on one of my websites. Instead of resolving the problem on that specific site, the customer support representative propagated the issue to all my websites. Despite their efforts, I lost my unlimited space plan in the process. The situation worsened when they insisted I change my plan entirely because they were unable to revert the changes. This led to client complaints as they couldn't access their sites.Furthermore, the *** issue persists, causing significant disruptions. The customer support team suggested waiting until the next day to address the problem, leaving me in a difficult situation with frustrated clients unable to access their websites.Most concerning is the push towards a ********* 365 subscription due to alleged issues with ****** emails. I've been informed that ****** emails are considered "garbage" and a security risk. This not only disparages your own services but also feels like an attempt to force an unnecessary subscription on me.Despite my desperate situation, the customer support staff has refused to connect me with a supervisor or provide assistance from another team member. This lack of support and resolution is causing immense frustration and concern.*********,*************************** *********************************
Business Response
Date: 02/05/2024
Thank you for the opportunity to address our customer's concerns.
Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at ***************************************************.
On October 20, 2022, our customer purchased Web Hosting Ultimate Linux CPanel for one year and it has been renewed monthly since October 2023.
On January 30, ****, our customer contacted our Care team via chat to configure a domain name to their hosting. Our Care Staff assisted our customer with their concerns.
On January 30, ********************************************************************************************************************************** order to have an SSL on every site that is attached to their hosting plan. Our Care Staff assisted our customer with their concerns.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
We appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our ************* Managers in an effort to identify improvement opportunities.GoDaddy strives to offer the best service levels in the industry and are dedicated to getting better.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
****** E
Office of the ***** GoDaddyCustomer Answer
Date: 02/05/2024
Dear ****** E,
I hope this finds you well. I appreciate your prompt response and the attention you've given to my concerns. However, I would like to clarify a few points regarding the recent service interaction.
Firstly, I want to emphasize that my concerns are not related to services provided directly to me as an individual. I manage multiple accounts that were purchased and created by my clients, for whom I develop websites. The recent downgrade in the hosting plan was not a decision I made independently but was initiated by your Care Staff during a chat session on January 30, 2024.
During that conversation, it was communicated to me that the "upgrade" was necessary to implement SSL on every site attached to my hosting plan. I have chat logs that demonstrate this, which contradicts the information provided in your response.
It is crucial to address the miscommunication and ensure that the staff handling such matters are adequately trained. I also encountered instances of unpoliteness and a lack of escalation to a supervisor, even when faced with issues that remained unresolved after waiting for extended periods.
I understand the importance of upholding agreements and terms of service. My intention is not to challenge those but to highlight a discrepancy in the information provided during my interactions with your team.
I have records of the ordeal on my WhatsApp logs and am willing to share them for a more accurate understanding of the situation. I trust that GoDaddy is committed to continuous improvement and providing the best service levels in the industry.
Thank you for your attention to this matter. I believe that addressing these concerns will contribute to an enhanced customer experience.
Best regards,
Business Response
Date: 02/08/2024
Thank you for the opportunity to address our customers additional concerns.
We appreciate our customers additional feedback and will ensure that their concerns are fully reviewed by our ************* Managers in an effort to identify improvement opportunities.
Thank you again for the opportunity to address the additional concerns presented by our customer.
Kindest regards,
****** E
Office of the *** GoDaddyCustomer Answer
Date: 02/15/2024
Better Business Bureau:
After assessing the business's response regarding complaint ID ********, I am reassured by the acknowledgment of the escalation and trust that appropriate measures will be taken to prevent similar incidents affecting other customers in the future. I await the implementation of these actions and, upon their completion, will regard this complaint as resolved.
Best regards,
*************************** *********************************
Initial Complaint
Date:01/31/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Go daddy has no tech support available problems with advanced email protection given wrong info on hold for 2 hrs for supervisor no chat available text wont helpBusiness Response
Date: 02/02/2024
Thank you for the opportunity to address our customer's concerns.
Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at ***************************************************.
On January 17, 2024, our customer called **********************'s Care Team. Unfortunately, they experienced a longer-than-expected hold time due to higher-than-average call volume.
On January 30, 2024, our customer used our Chat platform to address their concerns. However, our team could not complete this interaction when their chat went idle.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
We appreciate our customer's candid feedback about our service levels and the hold time they experienced. We have reviewed these concerns and are working to address them. In addition, we offer 24/7 Customer Support via chat to alleviate wait times. They can find instructions at this link: **************************************************.
Thank you again for the opportunity to address the concerns presented by our customer, as our goal is to assist each customer as quickly as possible and offer the best service levels in the industry.
Kindest regards,
******
Office of the ***** GoDaddyCustomer Answer
Date: 02/03/2024
I AM UNABLE TO GET TECH SUPPORT FOR MY PROBLEM.
ALL I AM ASKING IS THAT ONE PHONE CALL FROM A TECH SUPPORT MANAGER TO ME WHERE WE CAN ADDRESS
Business Response
Date: 02/05/2024
Thank you for the opportunity to address our customers additional concerns.
We stand by our previous response.
Our records indicate our customer has been in contact with a supervisor and refused their assistance.
Furthermore, we offer 24/7 Customer Support via chat and phone to alleviate wait times. They can find instructions at this link: ********************************************************; ******************** Representatives are standing by to assist them with their technical concerns.
Thank you again for the opportunity to address the additional concerns presented by our customer.
Kindest regards,
******
Office of the *** GoDaddyCustomer Answer
Date: 02/06/2024
ITS VERY SIMPLE I REQUESTED A TELEPHONE APPTWITH AN ACTUAL TECH SUPPORT MANAER
AS I STATED. PHONE REPS ARE NOT TRAINED GAVE BAD INFO LEAVE YOU ON HOLD
WHICH PART OF THIS HAS BEEN ADDRESSED? I AM REPORTING IT TO BBB FOR THIS REASONS
I DONT NEED THE 800 NUMBER AGAIN. DO THE ***** FORCE THEM TO CALL ME. I DONT THINK THAT IS UNREASONABLE!!! MANY COMPLAINTS ONLINE AGAINST THE COMPANY
YOU SHOULD SUPPORT CONSUMER. OTHERWISE WHY DID I BOTHER TO FILE????
Initial Complaint
Date:01/30/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I started my self employment business in January 2018 ****** Baby Nurse and in 2022 I added & Sleep Consultant LLC to my business. But today I found out that GoDaddy is selling my domain and I have NEVER EVER dealt with that company in any way shape or form. I have tried reaching a live person to solve the problem but could not reach anyone Please Help me stop this from going any further please. The phone number they have is ************Business Response
Date: 02/02/2024
Thank you for the opportunity to address the concerns presented.
The domain name in question is not currently listed for sale through GoDaddy. The screenshot the complainant has shared via this complaint is of a GoDaddy Parked Domain page. These pages exist when domain names have been registered with GoDaddy, but do not currently have a website associated with them.
This office has since been in contact with the complainant and understands their concerns have been resolved.
Thank you again for the opportunity to address the presented concerns.
Kindest regards,
******
Office of the ***** GoDaddyCustomer Answer
Date: 02/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************
Initial Complaint
Date:01/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I renewed my two domain names: ********************* and ************************ it cost $59.76 for 1 year. I gave them a credit card over the phone. I also had to send a picture of my driver's lic. They will not reset my password to make the accounts available to me because they want me to take a "selfie" holding my driver's lic up beside my face. Below is the email they sent me.Thank you for your request, however we have recently assisted you in regaining access to this account. If this request wasn't opened in error, please provide the following two things The reason you need our assistance again so soon We require an image of you holding your photo ID. It is important that you take the photo using the same ID you previously submitted. Please take a "selfie" with your photo ID next to your face. Note- we do not need to see your whole body, or anything below your face, but we do need to be able to read the photo ID clearly. Do not cover any of the following information on the *** the person pictured, name, signature, and expiration date. These should all be clearly identifiable.Thank you for your patience and we appreciate your cooperation."With Regards,Account Recovery Team This is a most unprofessional business transaction. My driver's lic and credit card is proof of who I am. And I have been a customer for more than 10 years.They refuse to reset my account so that I can access my emails which I have not been able to retrieve since 1/19/2024. The emails contain important information that I need.I have called for the last 4 days trying to resolve the situation they refuse unless I send a "selfie"I am 80 years old this is not something I know how to do other than on an iPhone.Please advise if you can help me.Sincerely,***********************Business Response
Date: 02/02/2024
Thank you for the opportunity to address our customer's concerns.
Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at ***************************************************.
GoDaddy takes account security very seriously and we have a vetted process in place to aid our customers who may lose access to an account or domain name registration. The process in question can be viewed at the link below.
Regain access to my domain or my GoDaddy account:
**********************************************************************************************************
On January 27, ****, our customer created a request to regain access to their account, and a ticket was created with our Account Recovery Team (ART).
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
On February 2, ****, ART completed our customer's request and they were notified of the resolution via email.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
*****************
Office of the ***** GoDaddyInitial Complaint
Date:01/28/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been using godaddy for a few years now for e mail. The enhanced e mail protection I ordered does not work and has been removed. I can never get anyone to help with white labeling. This is a service all e mail providers have, but them. I am not getting emails due to the quarantine. I can not move forward with my business and make changes for my CRM and other subscriptions because they are real estate related and godaddy will not connect me with ********* and has no solutions. I have a local carrier that can fix it but I can not even get an supervisor on the phone every. ** is a supervisor there that was supposed to be helping me. he ask me to e mail him and he would l ensure that it would be fixed and get ********* to get a hold of me. I emailed last week and am not getting a response. I just need out. Right now I am on hold and have been for over 30 minutes waiting on a supervisor. Very normal for this company. I can not run my business and this is costing me money. I can not access any of my emails I have paid for to repurpose them as they have them restricted for use unless I upgrade to advanced e mail, yet advanced e mail protections does not work. I need someone higher up that can actually address my problems and help me transfer out.Business Response
Date: 02/01/2024
Thank you for the opportunity to address our customer's concerns.
Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at ***************************************************.
Our customer is utilizing both ********* ********** Email Essentials and Email Plus plans that were purchased with GoDaddy.com in 2021. These plans have auto-renewed in accordance with our customers account settings since then.
On November 9, 2022, our customer added encryption and security to their M365 email plans known as Proofpoint Advanced Email Security (AES).
Starting on January 3, ****, our customer contacted our Care Staff multiple times for assistance with their M365 and AES plan integration. It was determined that our customer needed permissions that are not granted through their M365 license. Our Care Staff advised that they would arrange for someone from ********* reach out directly to our customer for further assistance. That call was not made.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
We empathize with our customers experience and arranged for a member of our Care Staff to connect with our customer to address their concerns and reach an amicable resolution.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
Mat T.
Office of the ***** GoDaddyInitial Complaint
Date:01/28/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a domain two years ago with GoDaddy and canceled it about a year ago. I am receiving emails stating it will auto renew on 2/2/24. I have reached out to customer service via chat, however, they are not helpful. My account does not show any active domains (BECAUSE I ALREADY CANCELED THIS) so I cannot make any changes myself. This has happened with two other domains I had through them where they continued charging me after the service had already been canceled. This needs to STOP. commonspelling.shop has been cancelled and I should NOT continue to be billed for eternity so Go Daddy can keep stealing from customers through unscrupulous business practices.Business Response
Date: 01/29/2024
Thank you for the opportunity to address our customer's concerns.
Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at ***************************************************.
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
Our efforts to connect with our customer have been successful. We will remain available to work with them in an attempt to resolve their concerns.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
*****************
Office of the ***** GoDaddyCustomer Answer
Date: 01/29/2024
Business refuses to cancel product despite being asked in writing multiple times to do so.Business Response
Date: 01/31/2024
Thank you for the opportunity to address our customer's additional concerns.
On February 1, 2022, our customer registered a domain name for a one-year term via an online transaction. The registration included Full Domain Privacy and Protection (****), a premium add-on service providing proxy contact details in a domain's WHOIS, and protection against the cancelation, expiration, or transfer of a domain name. Domains with this add-on can only be canceled or transferred once downgraded.
Downgrade ****: ********************************************************************************
On January 28, 2024, our customer contacted our *********** via SMS chat to request the domain be canceled. During this interaction, our staff correctly informed them they were logged into the wrong account and would need to log in to the appropriate account to downgrade the **** and cancel the domain. Account management is a customer responsibility.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
As our customer's domain has yet to be renewed, we encourage them to log in to the correct account, downgrade their ****, and delete the domain.
Delete Products in My Account: ***********************************************************************************************
If our customer's domain renews, and our customer is still within the refund policy, we encourage them to downgrade their **** and delete the products from their account.
Refund Policy: **********************************************************************;
Once downgraded and deleted, they can email us at *********************************************** to request a refund.
Thank you again for the opportunity to address the additional concerns presented by our customer.
Kindest regards,
****
Office of the *** GoDaddyCustomer Answer
Date: 02/01/2024
as I explained to the business, this domain is not listed in my account and therefore I cannot do anything with it. They remain unwilling to assistInitial Complaint
Date:01/26/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted customer service via chat (I have the transcript) to downgrade my ********* email. Instead of downgrading, Go Daddy created a new email subscription and left the old one so I would have TWO subscriptions.I contacted customer service and after a long chat the agent basically offered to turn of auto renew on the old plan but described it as an "additional service" even though the plan was a downgrade, not a new plan.This borders on fraud and the way the agent handled this is very deceptive. I would like the money I just paid for my old plan to be refunded.Business Response
Date: 02/01/2024
Thank you for the opportunity to address our customers concerns.
Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at ***************************************************.
On December 13, 2016, our customer purchased a ********* 365 Online Business Essentials plan for a one-month term via a phone transaction. This plan has been regularly renewed in one-month increments, most recently on January 13, ****.
On January 25, ****, our customer contacted our *********** inquiring about downgrading their email service to a lower tier. To assist them with the downgrade, the desired lower email tier was added to their account for a one-year term. A migration was then internally initiated to complete the downgrade process. Our customer was informed the process could take up to 24 hours to complete.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
We appreciate our customers candid feedback about our service levels and apologize for any misunderstanding or inconvenience caused during their interactions with our Care staff. We will ensure the interactions are reviewed by our ************* Managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service in our industry.
This office has since refunded the January 13, ****, renewal in question as a gesture of goodwill. Our customer should allow between five to seven days for the funds to reflect with their financial institution.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
******
Office of the ***** GoDaddyCustomer Answer
Date: 02/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*****************
Initial Complaint
Date:01/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 12/24/2023 I received a renewal of web services of $83.88 that would be charged on our credit card on file on 1/3/2024 On 1/3/2024 we instead received a credit card receipt of $119.88 We immediately called the company and got no assistance from customer service on this dispute so we asked for a supervisor call back which never came so we contacted our credit card company to dispute the $36 dollars we did not authorize or approve.On 1/25/2024 we received a charge back notice from the company and demand for payment in full or our services would be canceled.We spent an hour on the phone tonight and all we got was the runaround from customer service and asked to speak to a supervisor twice and as of the time of this complaint we not been able to speak to one!Business Response
Date: 01/31/2024
Thank you for the opportunity to address our customer's concerns.
Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at ***************************************************.On January 3, 2023, per our customer's account preferences, ********************** automatically renewed their Email and Hosting plan for a one-year term in good faith to honor our agreements with them.However, GoDaddy experienced technical difficulties which caused a billing discrepancy in our customer's subscription pricing.
A chargeback was initiated on the products in question on January 25, 2024. This chargeback withdrew payments made to GoDaddy and the products in question were suspended?from the account.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
We empathize with our customer and understand their billing frustration.
Our office connected with our customer to discuss the status of the open chargeback. Our office will continue to work with them toward an amicable resolution pending the chargeback resolution.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
Ivette
Office of the ***** GoDaddyCustomer Answer
Date: 02/01/2024
We are still awaiting the resolution with **** as per the company the dispute of an overcharge can not
be withdrawn by the company.
once we get our $36 back we will accept the company's resolution
Business Response
Date: 02/02/2024
Thank you for the opportunity to address our customers additional concerns.
We stand by our previous response.
Our office connected with our customer to discuss the status of the open chargeback. Our office will continue to work with them toward an amicable resolution pending the chargeback resolution.
Thank you again for the opportunity to address the additional concerns presented by our customer.
Kindest regards,
******
Office of the *** GoDaddyCustomer Answer
Date: 02/05/2024
Until the **** dispute is resolved this matter can not be closedInitial Complaint
Date:01/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of transaction was 01/23/2024 I provided a service with a few other contractors. It was a day consult service. Payment was due upon receipt. Go daddy payment platform was having difficulties so my customer had to split payment into two payments. Go daddy flagged payment requested additional information. That information was provided invoice, contract, bank statements, ein. All for my funds from customer to be released. They also reached out to my customer to ask if they authorized purchase my customer of course responded yes. They still have yet to release funds. I am unable to reach anyone over the phone they refer to email and keep asking the most information I have ever heard of yet I still provide it.Business Response
Date: 01/26/2024
Thank you for the opportunity to address our customer's concerns.
Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at ***************************************************.
On October 17, 2023, our customer set up ********************** Payments in their account. ********************** Payments is our built-in payment gateway which allows our customers to take secure, online debit and credit card payments through their website or in person.
GoDaddy takes customer security and our commitment to preventing fraud seriously.?Our customers transaction was flagged for review by our Verification Team and payouts were disabled on January 23, ****. As a result, our customer was informed that ********************** Payments would not be able to provide services to them due to risk factors.
Reasons why GoDaddy Payments may close an account, are discussed in the following GoDaddy Help article: *****************************************************************************************************.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
While we empathize with our customers frustration, GoDaddy has a responsibility to ensure the safety and security of both merchants and customers using our platforms. This is especially true when GoDaddy Payments is being utilized.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
******
Office of the ***** GoDaddyInitial Complaint
Date:01/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Help desk ticket number: ATS281549 User Account number: ********* I reopened my domain account with ********************** on December 7th, 2023, paying what I thought was an annual subscription. On January 17, **** in the afternoon, my email associated with the domain stopped working ************************* After much investigation, I learned it was due to an annual renewal that needed to occur, which surprised me, but I went online to complete the renewal. I upgraded the renewal as well to increase email storage at the time. I expected my email to work after that, but it didn't, so called the GoDaddy help desk. The employee backed out my renewal and reprocessed a new one somehow deleting my email account. Since the 17th, I have been calling twice daily to be told that my issue has been sent to a high level team to resolve and will be resolved within 24 hours. It has now been a week and I don't have access to my email. I am in the midst of a job search and have provided this email to contacts. This is causing me to lose income.I have paid this company $141.77, and frankly have invested way more than that following up with them to no avail. I understand mistakes happen, but at this point, after a week, they should resolved the email and account issue and reimburse me fees paid to compensate for the trouble.Business Response
Date: 01/29/2024
Thank you for the opportunity to address our customer's concerns.
Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at ***************************************************.
On December 17, 2023, our customer manually renewed their domain name registration for a 3 year term via an online interaction. This renewal did not include their Office 365 email plan, which was due for renewal on January 7, ****.
Per our customers account preferences, autorenewal was disabled on their email plan, and as a result, the email plan was not renewed on January 7.
On January 19, ****, the email plan was suspended due to non-payment, and our customer contacted our Care team for assistance.
Our Care team sold them a new email plan which included email security. Later that same day, our customer decided to cancel the plan with security and was sold a cheaper plan without security.
Due to unforeseen technical issues, our customers email address failed to properly setup, and an internal support ticket was opened.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
On January 25, ****, our customer was notified that the email address was setup and fully functional.
While the vast majority of tickets are resolved within 72 hours, this case took longer than usual to diagnose and resolve. We appreciate our customers patience and understanding and will remain available to assist with any unresolved email concerns.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
*****************
Office of the ***** GoDaddy
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