ComplaintsforWix.com, Inc.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today (April 12th 2024) I received an email saying that my plan was going from $19.9 USD a month to $43 USD a month on December 5th 2024. I checked my billing on Wix's website and saw that Wix was actually planning to change my plan to this new amount starting next month (May 12th 2024). Wix routinely makes slight changes to their existing plans and for customers who are on auto-renewal, this means being transferred into "new" more expensive plans each year. In the past couple of years I have received last minute notifications of changes made to my plan (as little as a week before the billing date). This year, it seems that on top of being moved into an overpriced premium plan - the notification of the plan change was also deceptive.

  

  Business response

  04/19/2024

  Hello and thanks for reaching out. We see that you have since been in touch with our colleagues via ticket 1125623183, for assistance with changing your plan. 
  Please see our colleague ****'s latest email for further information regarding this matter. Thank you. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a website through Wix for my small business. On Sunday, March 24, I was informed by a customer that she was not able to access the content she was paying for. I contacted *** the next day and they said they found a glitch. Initially, they said they would escalate and get right on it since I have paying customers who cannot access the content they are paying for. After a week, I was told they would need up to 30 days. As you can imagine, shutting a small business down for over a month does not work. I have already lost paying customers, not to mention the time I have spent with others trying to find my own work-arounds so as not to lose their business, too.I have been assigned a case manager - **** - who refuses to speak to me and listen to any of the suggestions I have on things that could've already been done to allow my business to be operational again. Every time I call customer service, they say I am only allowed to speak to **** via email but **** will not respond to my emails. She said she had initiated a refund for the site since I am still paying for a broken site, but she will not send any confirmation of this and said I need to wait 14 days to receive it.So far, they have not fixed the issue. They will not let me speak to anyone about the issue. The last email I received, over 24 hours ago, stated **** thought the team had given me a work around. No one from the company will speak with me. I have emailed her three times since then and received no response. I have requested numerous phone calls and even though I have in writing that she is happy to speak on the phone, she recently wrote to me that she will not be calling **** paid for a 3 year subscription with Wix on May 15, 2022. I don't know how a company can shut down a small business, refuse to speak to their customer (as I have paid Wix), and just get away with it, but that is what is currently happening.

  

  Business response

  04/19/2024

  Hello ****, and thanks for reaching out. We have followed up on this matter for you and can see that our colleague **** has since reached out to you and provided additional information regarding your ongoing case. 
  We see she last reached out on April 18th with a list of requested resources. If you have any further queries regarding this matter, please reach out to her so she can assist you further. Thank you. 

  Customer response

  04/19/2024

   
  Complaint: 21562805
  
  I am rejecting this response because: the only reason **** responded was because I had to reach out to a higher up on Linked In. These were the efforts I had to go through to illicit a response.
  

  I have also been told (in writing) I would have a refund for the full premium plan amount 7-14 days from April 3. It is beyond the deadline and I have no refund. 
  
  Sincerely,
  
  *******************

  

  Business response

  04/24/2024

  Hello ****. Please note that in complex cases like this our colleagues cannot respond immediately, but they are working to provide updates as quickly as possible. 
  With regard to your refund, our colleague **** is awaiting your transaction ID. As soon as she has received it, she will share it with you via email so you can track it.
  We appreciate you continued patience at this time. 

  

  Business response

  04/24/2024

  Hello ****. Please note that in complex cases like this our colleagues cannot respond immediately, but they are working to provide updates as quickly as possible. 
  With regard to your refund, our colleague **** is awaiting your transaction ID. As soon as she has received it, she will share it with you via email so you can track it.
  We appreciate your continued patience at this time. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Message: I received a message on the website that I needed to renew the registration and that the card was not correct. But I put the card number, and $348 dollars was deducted from my bank account without my authorization. I spent the afternoon trying to get in touch with wix and nothing. When I entered the wix account again to try to contact you, I saw that the number of the card I was the same one I had put a year ago. In other words, I received the message thinking it was going to be discounted monthly and they cashed me in full without authorization and there was nothing wrong with the card. In other words, I want my refund. I sent an email to support and it was returned, i.e. a platform that has no means of contact to solve problems

  

  Business response

  04/17/2024

  Hi there, were sorry to hear this. In this case, we would recommend to reach out to our Billing team. They will be able to access your account and view your invoices.
  While the tea does not have a direct email address, you can reach them here >> **********************. Please ensure you are logged into your account when accessing this link.
  A member of our team will reach out to you ASAP.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 5th, Wix renewed my Business Plan for ******. I was unaware that it was even renewing as the date of which I started the plan was 4/19/2023. So I figured I had time to cancel and was hoping for an email to remind me of the auto-renewal. Unfortunately, I did not read the small print in my initial welcome email that mentioned "April 5th 2024" being my renewal date. It's there. but no less misleading as I did get a 1 year subscription. And according to their Terms of Service under section 6.3 Subscription Auto-Renewals, paragraph one, "Services will automatically renew upon the end of the applicable subscription period, for a renewal period EQUAL in time to the original subscription period..." But in paragraph 2 in the same section it says, "...Wix will attempt to automatically charge you applicable Frees using the Stored Card, within up to two weeks before such renewal period commences..." So it says it will only renew on the same amount of time you had your first subscription, but also that it will take your money two weeks beforehand. How am I supposed to accurately plan to cancel something if their terms say 2 different things? Another thing the small print in the email did say was that I would be informed before the money would be taken. I never was. And according to their terms of service in the paragraph 2 that I mentioned above, "If your ********************* is subject to a yearly or multiple-year subscription period, Wix will endeavor to provide you a notice prior to the renewal of such ************ at least thirty (30) days in advance of the renewal date."I never had the opportunity to cancel within the terms. Instead, I was mislead to believe I had more time when I didn't as the double talk language in their terms is unclear. I deserve a refund for my cancellation, even though they say they don't give them for renewals, as I would have done it within terms if I was informed correctly. Which I wasn't.

  

  Business response

  04/17/2024

  Hello and thanks for reaching out. If you have not done so already, we recommend contacting our billing department regarding this recent charge. The team will be happy to assist you in cancelling your subscriptions and filing a refund request for this unwanted renewal, if you'd like to reach out here >> **********************

  Customer response

  04/19/2024

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My AMEX card is repeatedly being charged by WIX for service that I don't recognize and I don't receive. I have tried to contact WIX by phone to learn the basis for charges unsuccessfully, no response) and attempted to cancel any potential bogus account that they may have for me online. The website indicates that I do not have an account, but nonetheless I have received numerous large AMEX charges over the past year. Most recently, my AMEX account was charged on April 2: $235.15 - $235.15 (Will appear on your Apr 5 statement as WIX.COM*1109118737 ************ NY)and on April 4: $24.85 $24.85 (Will appear on your Apr 5 statement as WIX.COM*1109118717 ************ NY)These are only the most recent charges - many more over the past year. I have tried to cancel, but never successful and continually frustrated. Can you help to resolve this matter and have this billing stop? Thanks so much for your assistance.

  

  Business response

  04/17/2024

  Hello and thanks for reaching out. From what you are describing, you may have created a second Wix account where these charges are originating from. 
  In this case, please follow these steps.
  1. Go to our contact page here >> **********************
  2. Select "I can't sign in", followed by "I don't have an account yet"
  3. Select the option "I Have an unknown charge"
  This will allow you to submit a ticket directly to our billing team regarding the charges you have received.  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My 501(c)(3) has been using Wix as a payment processor for months. When I added tap-to-pay, they suddenly stopped all payouts. I'm annoyed that first, I had to notice the issue and then I had to call customer support to find out why. They didn't even send an email. The reason given was that the address on my *** SS-4 differs from the Wix address. We are a small town. We do not have mail service to our homes. Surely this is not an uncommon situation. Wix does not allow a PO box. However, the *** demands you use a legal MAILING address. The *** address is my charity's legal PO Box. Customer support informed me that a SS-4 is the only document they will accept but they won't accept a PO box. Seriously, could this get any stupider? BTW, we're a 501(c)(3). All ***'s and legal addresses are searchable on the *** website for charities! They can go verify it themselves. A) Why is this suddenly a problem after all this time? B) Why does Wix think they're a higher authority than the US ***?I filed a ticket *********. They say it's been escalated.... however, there's so many negative complaints similar to mine that I expect my ticket to be ignored and for this to drag on for months if not dealt with immediately.

  

  Business response

  04/19/2024

  Hello and thank you for reaching out. We have followed up on this ticker and can see that our compliance team is actively working on resolving your case. 
  While we cannot provide an exact timeframe for a resolution, we have requested that they get back to you with an update as soon as possible. 
  We appreciate your continued patience. 

  Customer response

  04/19/2024

   
  Complaint: 21548672
  
  I am rejecting this response because:

  I was contacted by 7 customer support people, each one escalating the issue but haven't been contacted since April 12, 7 days ago. I don't want to close this complaint until they respond. They say they're manually reviewing.

  I uploaded Articles of Incorporation, evidence of good standing, bank account, all showing both the ** box and the physical address. The *** accepts and advises that a business in an area without mail service use their ** box. 

  I have at this point switched to SquareUp because Wix customer support is taking too long and doesn't seem acquainted with doing business in rural U.S. areas. I would not recommend Wix payment processing to anyone at this point.

  Sincerely,
  
  ********************************

  

  Business response

  04/24/2024

  Hello again. We understand your frustration, but unfortunately this compliance process can take several days to complete. 
  We comply with authorities, regulators, payment processors, and financial partners to create a transparent environment to help prevent any illegal activities or activities prohibited by our payment processor or other financial partners from being conducted. As clarified by our colleague, they have updated the address on file for your account and will communicate any further updates to you via email. 

  Customer response

  04/24/2024

   
  Complaint: 21548672
  
  I am rejecting this response because:

  issue was never resolved. Wix states it takes several days but its been weeks. 
  
  Sincerely,
  
  ********************************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  WIX made at least 2 unauthorized debit card transactions; One, for $324 on 4/4/24 and One, for $47.70, on 3/30/24. The account with WIX was canceled years ago (2019) but they are still withdrawing from the debit card account. It is impossible to call them directly by any telephone number available. When you try to contact them the want you to give them personal information including credit card information requiring a payment of $1 just to talk to a person. I do not think it is wise to trust them with any personal, debit or credit card information.

  

  Business response

  04/11/2024

  Hello and thanks for reaching out. 
  We have looked into this further for you and can see that these charges are for a Business premium plan, and a domain name subscription. 
  Both of these subscriptions are still active and have not been cancelled by you. 
  If you'd like to cancel them, please follow these steps >> ***********************************************************************************************************.
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Extremely poor performance.

  

  Business response

  04/11/2024

  Hello *******. Thank you for reaching out. 
  If you'd like to contact our billing department, they would be more than happy to address your concerns regarding your Wix premium subscriptions charges, as well as any other concerns you may have regarding your account. 
  It is completely free to contact our team, and you can reach the team here >> **********************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a website years ago for yoga services, but havent used it since the pandemic hit. They not only charged me for the domain the last two years but also for a premium plan of $408 each year! I did not spot the charge last year, but saw it today withdrawn from my account. The number the bank gave me for their business is no longer in service, and a phone number that they have listed online is someones personal number (wrong number). Very disappointed in how they upgraded without my approval, and how they are not reachable to discuss the dispute.

  

  Business response

  04/11/2024

  Hello, and thanks for reaching out about this. 
  Please note that our premium subscriptions are set to auto-renew by default in order to prevent interrupted service.
  If you'd like assistance in cancelling these services and requesting a potential refund, please contact our billing team here >> **********************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a website from Wix and after getting all of my documents approved I started taking payments. *** then asked me for the same documents multiple times over a month period and every time I get told someone will review it and they will contact me. The practice of approving payment accounts and then freezing them is something that I have now found out is standard practice at Wix and one person I spoke to did not get their money for over months. I attempted to refund my customers money and they want to charge me over 300 dollars in service fees to return the money. Every one of the charges has been approved by my customers banks and I even sent them signed invoices for the charges.

  

  Business response

  04/11/2024

  Hello and thanks for bringing this to our attention, We have followed up on this case for you and are happy to report that your Wix Payments account is now active.
  Please see our colleague ****'s email to you via ticket 1020810808 for more information. 

*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. ↩