ComplaintsforWordPress.com

• Initial Complaint

  03/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have reached out numerous times for you guys to fix my site & one of your reps says they are creating a case ID number. When i reach out to follow up the next rep says there are no notes. None of your templates work. Your system wont send me an email to confirm account & i was told you guys can do it manually but it is still not updated. You guys are starting to look like a scam. This is beyond ridiculous.

  Business response

  03/11/2024

  Hi there,

  WordPress.com does not show an account connected to your email. Additional, the domain in the attached screenshots is hosted with Bluehost, not WordPress.com. We therefore do not host this and do not have access to help, but if you'd like to move to WordPress.com just let us know and we will reach out!

• Initial Complaint

  03/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged $115 dollars for a domain on March 1st. I did purchase this domain two years ago but haven't logged in since. Unfortunately the email I created for this account (I believe it was **************************** is no longer active with ******* I've tried finding a way to contact Wordpress to cancel this domain to no avail. Once again, I did it originally, but I need help closing this account and getting my money back. Wordpress does everything they can to prevent you from talking to a real person. The transaction number is 23QDVPA7EV.

  Business response

  03/11/2024

  We have canceled and refunded this renewal as requested. Cheers!

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged for two domains and I have only one (humanfactual.com). I have only one listed and 1 plan listed for my charges even in my account. I have an image snapshot of my account bill but ********************** charged me twice for a single domain. I paid ***** for 1 year for 1 domain name.

  Business response

  02/23/2024

  Hi there - The $12 charge was for connecting an additional domain. However, this was canceled and refunded on Feb. 12 and the domain humanfactual.com and its plan are the only upgrades remaining on the account. All the best!

  Customer response

  02/23/2024

   
  Complaint: 21333228
  
  I am rejecting this response because I did not receive a ***** credit of any kind.
  
  Sincerely,
  
  **** ***** *****

  Business response

  03/05/2024

  Hey again! The document you shared shows 2 purchases with iStockPhoto, not WordPress.com. Can you verify that there are 2 $12 charges from WordPress.com on your statement? Our payment records show that this was returned on Feb 12, and it was processed as a reversal, not a refund, which means that the issuing bank was able to process the return request before the charge ever settled, so you should just see only one entry for WordPress.com on your statement, not 2 and then a refund.

  Customer response

  03/07/2024

   
  Complaint: 21333228
  
  I am rejecting this response because people are manipulating the truth of the bank staement and unethically lying.

  I will not go to the consumer affairs and file the complaint and call my bank. I will make sure all my future business and clients

  do not use WordPress or any business associated to this organization. It goes to show you that the BBB has no power over big entitites.

  I read all kinds of unethical practices going on by WordPress, and I guess based on my experience of being double billed for 12.OO for a domain,

  goes to show the truth of this matter. So WordPress is going to lose many new customers and my business because they do not want to refund me

  12.00. This is not about the money, but it is about Power and Control over doing what a business thinks they can do. I will

  go to other resources now to point out with the true facts that I was unethically dobule billed and BBB refuses to stand up to a big entity. 

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

• Initial Complaint

  02/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The transaction with Wordpress has been ongoing for the past two days, 2-21-24 - 2-22-24.I have a subscription for the Creator package for sofiecouch.com at $300/year This particular package commits to provide customer support with this package.Unfortunately, I am unable to follow the wordpress suggestions for cancelling a recurring subscription package because I am locked out unable to log into my wordpress site via any means described in their help forums. There is no customer support for anyone unable to log in to their wordpress site. Nor can I cancel my subscription without first logging in.I have been unable to contact the business.

  Business response

  02/23/2024

  Hi there - For help regaining access to your account please submit an Account Recovery request here: ***********************************************************. We'll be happy to help!

  Customer response

  02/23/2024

  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

  02/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 2/6/2024, I established a blog website using WordPress.com as the host. I chose their free plan as I only needed a landing page for my new nonprofit project. I made the website (*************************************************************************). Then I paid for a domain, savemawildlife.org, for the year for $12. Things got busy this past week so at some point I got logged out of the ** Admin page for the site. Today I tried to login and could not. I KNOW my username and password, but it's not asking me for the password, just the email. I submitted my email associated with the account, and got a notice saying they sent a link to my email. But...they didn't. I have done this 20 times in the past hour. I am getting no emails from ** (and I checked Spam and all my other folders). See screenshots with timestamps. It's basically got me locked out of my account with a broken program. And here's the kicker: there's no tech support. Because I am on a free plan, they will not offer me Live Chat. They have no phone #. The one form you can fill out to recover your website, it won't let me submit, because it's asking for info (like "authentification code" that I wasn't sent. Additionally, the domain I bought never transitioned. While typing in "savemawildlife.org" and clicking on it in the browser, takes people to the website, the *** itself then reverts to the clunky, long*************************************************************************. I am paying for the *** to read "savemawildlife.org." When I checked in my Admin page last week it said it was still transitioning and would fully transition in a few hours. It's been nine days. So here I am out $12, for a domain ** isn't even fully giving me, and I can't even access the website, and I can't use that domain elsewhere because it's purchased there. I want ** to remedy this ASAP--fully transition the domain, give me access to my page, fix this email issue they are having....OR I want my money back and for them to scrap the page.

  Business response

  02/21/2024

  Greetings.

  I'm sorry to hear of the issues in your account. I would be happy to help out.

  First, when using the Free plan, you have two support options. 1. Contact us through the forums, ************************************** 2. Send an email directly to our support at *******************************. We provide support over email for the Free plan.

  Second, a paid plan is required to use a custom domain as primary on a site. Any paid plan will work. Free plans can have a domain connected, but they can't have the domain as primary. Please see this support document for domain requirements: **************************************************************************************.

  At this time we do not offer live telephone support for any site plan.

  If you would care to contact us at ******************************** we are more than happy to assist with this issue. As far as the domain, it can be used for any site, including externally hosted sites.
  

   

  Customer response

  02/21/2024

   
  Complaint: 21298959
  
  I am rejecting this response because:

  I connected with WordPress last week via ******** where they initially seemed open to helping me sort out my issue. However, they clearly weren't listening to the problem. I am LOCKED OUT of my website. It does not prompt me for a password no matter what I do and will not email me a new login link (though the system keeps indicating it did). Despite that I explained this multiple times to WP, they continued to tell me to "reset my password" and refused to listen when I explained the system doesn't let me put in a password to reset. I even took videos of my screen to show how what they were suggesting didn't work or wasn't applicable to the issue. They finally sort of gave up and told me to follow up with with the WordPress support email they also sent you. But I emailed that address and so far have received NO RESPONSE. I have repeatedly asked WP for a refund and to let that domain go so I can buy it somewhere else. The timing of this has put me in a bad position. I launched a nonprofit and had a huge event and presentation this weekend where I was supposed to direct people to that website, which I had intended to have linked up to a fundraising profile. But I couldn't do that since I was locked out of the website altogether and that opportunity was missed despite my best/persistent efforts to work with WP and get them to help me. As for the domain, I have had websites for 20 years. I have never heard of buying a domain and the website still reverts to the old ***. I purchased a domain via WP about 7 years ago and the domain was what I purchased in an otherwise free account. If WP changed its policies since then, then it should be made very clear before purchase. What I purchased simply said I could own the domain "savemawildlife.org" and even indicated it would "fully revert" to the *** in a few hours. This seems like false advertising to me. But the main point is the domain is moot anyway. I paid for a domain on a site I've been locked out of for over a week now at a critical time and that their tech people have shown 0 interest or ability to remedy, which I anticipate would be a repeated occurrence if I stayed with them. I am also very concerned that they refused to even acknowledge my repeated requests for a refund since their tech glitches are keeping me locked out of my own website. At this point, I have also filed a fraud charge with my bank over the charge and to recover it. But I'd still like WP to let that domain go so I can purchase it elsewhere with a system that actually won't lock me out. I am attaching screenshots of most of my ******* dialogue with WP. I also have the email I sent them I can forward upon request (it looks like it won't let me add another attached). You can see my screen share videos and the problem at: 

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

  &

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

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

  Business response

  03/09/2024

  > I connected with WordPress last week via ******** where they initially
  seemed open to helping me sort out my issue. However, they clearly
  weren't listening to the problem. I am LOCKED OUT of my website.

  We are unable to provide support through ******** If you would, please contact us through email at ******************************** we will gladly provide support for your account.

  Please understand if you have lost access to your account, we are very strict in following security protocols. We must confirm account ownership before providing access. We have very specific steps, that can take some communication. We will need help from you in this matter.
  

  Customer response

  03/09/2024

   
  Complaint: 21298959
  
  I am rejecting this response because:

  They did offer me support on ******* (as Better Business Bureau can plainly see from all the screenshots I provided). AND I already followed up at that support email they sent me on ******* after all their recommendations failed or weren't applicable. They finally issued me a refund though because of the way they do business I have lost a domain name I needed. 
  
  Sincerely,
  
  ***********************

  Business response

  03/18/2024

  Hi there,

  I reviewed your support history and account details and I can see you've been issued a late refund (as an exception outside of the refund window) for your domain purchase. If you still would like to regain access to your WordPress.com account, please send a message to ******************************* and we'll be happy to help you. We recommend you email us there directly as account recovery involves sharing sensitive information that is best handled in direct, private messages, and should note be done through public channels of communication like this.

  Best,

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a business plan from WordPress in September 2023 for $331. In December or January they "converted" it to a Creator plan and changed fundamental features that I used. I am asking for a pro-rated refund of the remainder of my 2 year subscription because it is now fundamentally a different product. I have tried to no avail to obtain a refund via chat (they refuse because the purchase was in September), but they have changed the product I purchased without my consent. I could have purchased any other product in September but went with WordPress because of specific features. They have changed those in the middle of the stream, misrepresenting what they are actually offering.I am including the original receipt which has the original plan name. Wordpress has changed the name of the purchased plan in my list of purchased items which seems very dishonest.

  Business response

  02/14/2024

  In December WordPress.com did rename our plans. However, this was a change in name only, and no features were changed. We are not able to offer a refund outside of our refund window, but will be happy to help you use your plan through our normal support channels.

  All the best!

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They have been charging my account $19 every February for over 4 years and no amount of attempts to stop charging me for someone else's account has worked. They changed their name from WordPress to Automattic Inc. and bypassed the security settings in place to stop the charges. A refund would be great. Either way I want the charges to stop and they reply to emails with a bot telling me to simply log in. Too many years of this.

  Business response

  02/14/2024

  Hi there,

  We do not have record of an account under this email, but will reach out to you directly to get more information to track down what this charge is for and cancel it if you wish. 

  Cheers!

  Customer response

  02/14/2024

   
  Complaint: 21261620
  
  I am rejecting this response because:
  
  How would I have an email address to associate with an account if I dont even have an account? Im being charged for someone elses account I dont have access to.

  Now I have two people from there reaching out to me too, telling me contradictory information. 
  

  I believe this business is a huge scam and this has been troubling to deal with year after year. They say they can refund $19 but none of the rest. 
  

  Why does **** respond to my email asking for all the details I just sent them? Because its a bot. Very frustrating and feels illegal.

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

  Business response

  02/20/2024

  Hi there,

  
  Please reach out to us at ******************************* with your transaction ID from your bank statement. For more information on how to retrieve this transaction ID please check the following guide: **************************************************************************************************
  
  Best,
  

  Customer response

  02/22/2024

   
  Complaint: 21261620
  
  I am rejecting this response because:

  I have already provided that to them and was told it was being sorted.

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

  Business response

  03/07/2024

  Greetings. There is no link or reference to another conversation in this matter. I am unable to find the Transaction ID that was sent. Can you please provide that through this ticket?
  
  The transaction ID is ten characters (numerals, letters) found on the bank statement, next to something like: WORDPRESS or WPCHRG.COM. More Information ? *********************************************************************************

• Initial Complaint

  02/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a wordpress account and need to communicate with a human customer service agent because I have not been able to solve the issue on my own or with the many BOT responses they send to my questions. The customer service sends me emails in the middle of the night when no reasonable human would be awake. I am paying for this service and they make it IMPOSSIBLE to use it. I am considering filing a lawsuit.

  Business response

  02/23/2024

  Hi there - You can contact our support via *******************************************. If you receive a bot/AI reply you can still continue to talk to us. We look forward to helping you soon. 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Just looking for actual support. ******** shares from EVERY other website have an image when I share them. Shares from my website do not show unless I edit the page, delete, and re-add the image to the post and then save.Two agents tried to tell me this is some sort of widespread issue with ********, but there's ZERO reports of anything like that online and shares work from every where else.There's a code issue somewhere (I use the block editor) and your reps don't seem to want to put in the work to find the problem.

  Business response

  02/05/2024

  Hi there, we have replied to your latest support inquiry in the WordPress.com support forum from Feb. 2, regarding the issue you're experiencing with the sharing image on Facebook:
  

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

  If you have further questions about the technical issue you're running into, please feel free to reply in the forum and we'll be glad to continue assisting there.
  

  Customer response

  02/06/2024

   
  Complaint: 21239800
  
  I am rejecting this response because:

  Pointing to a question thats gone unanswered and unacknowledged by ******** in their forums by their staff isnt really an acknowledgment of a problem. Youre just kinda pointing at a few people having issues without context, ticket numbers, or anything to actually show theres a systemic problem within ********.

  It actually seems like theres a problem with Jetpack.

  One of your reps even referenced that they saw an error in the formatting when they ran the tool on a specific image, though thats one of the people who just stopped talking when I continued to press on this issue.

  Since its just a few users on the forum link, and WordPress hosts 810 million websites, its a fair guess that these folks are just more WordPress users having WordPress problems.

  If I edit the post after its gone live. Delete the image and remove it from my media store. Then re-upload the exact same image. This fixes the image share and things look fine on ********. That doesnt sound like a ******** problem to me since nothing changes but the image on WordPress.
  I told this to a rep and it was ignored.

  Theres a problem with Jetpack that WordPress seems reluctant, or even adamant not to acknowledge

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

  Business response

  02/14/2024

  Hi there,

  As shared in our replies on the forums, this appears to be an issue with ******** interpreting the data we send them and the data is being set as expected. I would recommend connecting with ********'s support for further troubleshooting as we do not have access to their tools to determine why this is happening. If further help is needed, please reach out through wordpress.com/help. 

  Customer response

  02/14/2024

   
  Complaint: 21239800
  
  I am rejecting this response because Wordpress has provided no actual proof that ******** has a problem. A forum post with two people mentioning issues in a ******** tech forum is not confirmation that ******** has an issue. Wordpress is what, 40% of the websites out there in this format? There's bound to be a few people posting on ******** about it, especially with the glaring lack of support Wordpress customers apparently get for issues like this.

  ********'s debug tool has indicated its found errors with Wordpresses metadata as formatted. Sometimes when I delete the photo from Wordpress, then upload the exact same image, then I can share the post to ******** with the image. 

  This issue is clearly in the lane of Wordpress support and needs to be addressed as a paying customer to **********************. Heck, even replying to messages from your customers on the forum would be preferable to this back and forth where you don't seem to want to actually look into the problem.

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

• Initial Complaint

  01/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Ive had a blog through WordPress.com since August 2020.It can be found at: Epileptaste.com I took a couple months off this summer from posting a blog but, when I tried to log in, I received a message that I needed to get the Jetpack app in order to post blogs.But now the Jetpack isnt functional.So I went back on my PC to log in and have found that I am unable to do so as there is now no record of my email address.My domain does exist but my blog site Brain Wars via epileptaste.com on my domain does not populate. My content is gone. And this blog which Ive actively used for over 3 years is now, according to my Wordpress, not only empty of content but there is a little tag below it saying Coming Soon.Wordpress is famously bad at providing customer support. But they charged me/I paid $115 on 10-01-2023 to keep my domain which should maintain my blogs within it.Receipt ID: ******** Transaction ID: ***************** And my blog is now empty and inaccurate and inaccessible to **** can still access it via my iPhone JetPack. But this app too has become non functional (ie it wont update or post new blog entries).

  Customer response

  01/11/2024

  Hello this has been resolved! Thank you SO MUCH for your help!!!!!!!!!!!!!!!

*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. ↩