Complaints

The 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:09/03/2024

  Type:Product Issues
  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 am writing to bring to your attention that last year I fully paid for the transfer of the domain ********, which belongs to one of my clients, to Name. Following this, I received an email from ****** requesting the renewal of the ******** domain. Given that I had already paid the renewal fee to Name, I assumed that this email was sent by mistake or as part of an automated system. Nevertheless, for reassurance, I contacted Name.coms support team and raised my concern. According to the official response from **** at Name, they confirmed that the domain was renewed and no further action was needed.Despite this, the domain was suddenly deleted, and the site has been offline for one year.After numerous discussions, Name.com has refused to accept responsibility for this issue, and my client has suffered significant direct and indirect damages, including:- More than a year of the website being offline and the loss of its ranking on ******** Costs incurred for SEO and advertising to rebuild the site's ranking;- Loss of customers and business opportunities.Furthermore, my own reputation has been damaged as a result.Unfortunately, despite numerous efforts, I have not received any response acknowledging their fault, while all the information clearly shows that neither I nor ****** have been negligent in this matter.Therefore, I kindly request that you, as the competent authority, review and verify the attached documents that provide evidence of the gross error by Name. If confirmed, I request that my complaint against Name.com be registered and pursued.Considering the good track record of Name.com in the past, and given that this negligence has caused considerable direct and indirect losses to me and my client, I propose a settlement agreement without the need for a lengthy and costly legal process. I am seeking a total compensation amount of $19,000 If you are inclined to settle with the proposed amount, please respond within 2 weeks.Thank you

  Business Response

  Date: 09/16/2024

  Hello, thank you for outlining the issue you are facing. We would suggest reviewing the correspondence on your recent ticket regarding this matter for additional information. We are considering this matter closed and have acted in accordance with industry standards.

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22231193
  
  I am rejecting this response because:
  

  Dear Name.com legal team,
  
  With all due respect, unfortunately, your statement is not accurate.
  
  Throughout our several weeks of communication, I have asked a few simple and clear questions, none of which have been answered adequately.
  
  I had fully paid for the renewal of the domain, yet the domain for my client was not updated as promised.
  
  Please kindly respond to the following straightforward questions:
  
  1. Is my claim regarding the payment for the domain renewal, along with the confirmation of payment from Name.com, inaccurate or unfounded?
  
  2. Has ****** been negligent in this process, or is it Name.com that accepted the renewal fee but failed to renew the domain, resulting in my clients website being offline for more than a year?
  
  I would greatly appreciate clear and honest answers to these questions, as the matter has caused significant harm to my client and myself. If this situation is not rectified, I will be left with no option but to pursue further actions to recover the damages incurred.
  
  Thank you for your attention to this matter. I look forward to your prompt response.
  

  
  Sincerely,
  
  ***** ******** I ********

  Business Response

  Date: 09/26/2024

  We would suggest reviewing the correspondence on your recent ticket regarding this matter for additional information. We are considering this matter closed and have acted in accordance with industry standards.

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22231193
  

  **Subject: Official Complaint Follow-up and Request for Immediate Resolution**
  
  Dear ******************* am writing to express my deep concern and dissatisfaction with how the issue regarding my domain transfer has been handled. Despite submitting multiple tickets and making numerous efforts to resolve the issue, the domain [********] was mistakenly deleted by [Name.com], and the company has not provided any satisfactory explanation or solution.
  
  The lack of responsibility and transparency from your side has caused significant damage, not only to my business but also to my client, who owns over fifty websites. Naturally, due to his busy schedule and the trust he had in me, he assumed that this domain was actively promoting products on ******, just like his other domains. This issue has persisted for over a year, resulting in substantial financial and reputational losses.
  
  I would like to emphasize the following points:
  
  1. The domain transfer was completed, and all related fees were paid in accordance with industry standards.
  2. I did not receive any warning or notice from [Name.com].
  3. After contacting your support, I was assured that there was no issue, which turned out to be completely inaccurate.
  4. Despite escalating the issue, [Name.com] has refused to take responsibility.
  
  Since the domain has been renewed, I am now only seeking compensation for the financial and reputational damages caused by this issue. I expect to receive a response with a clear plan for compensation within 48 hours. If I do not receive a satisfactory resolution, I will pursue the actions mentioned above.
  
  I hope this matter will be addressed with the seriousness it requires, and swift action will be taken.
  
  Sincerely,  
  ***** ********* ********
  
  **Complaint ID: **********
  

  Business Response

  Date: 10/03/2024

  At this time, we would suggest reviewing the correspondence on your recent ticket regarding this matter for additional information. Should you have any additional concerns, we would suggest directing those to the contact mentioned within our previous responses. We are considering this matter closed and have acted in accordance with industry standards.

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22231193
  
  

  Hello, 
  Thank you for your response. Unfortunately, I didnt fully understand your message. Could you please clarify if the provided documents are not sufficient to indicate name.com's negligence, or if my request was closed due to name.com's lack of response?
  
  As you can see, they have neither rejected my documents nor provided any justification for their own error. They have simply stated that it has been closed!
  
  Since name.com has not yet provided a clear response and the issue remains unresolved, I kindly ask you to review the matter again. If any additional documents are needed, I am more than willing to provide them.
  
  Additionally, I plan to soon publish all the relevant information and documents on my LinkedIn page, and I will send you the link once it's available.
  
  I also sent this email to name.com support team 4-5 days ago but given an unknown reply...
  
  Thank you for your cooperation.
  

  **Final Attempt for Amicable Resolution**
  
  Dear ******************* hope this message finds you well.
  
  Regrettably, due to the negligence of name.com in failing to renew the ******** domain, my clients website has been down for a full year. Despite numerous efforts to reach an amicable resolution, both through your support tickets and a complaint with the BBB, no satisfactory result has been achieved.
  
  As a final attempt for a peaceful settlement, I am offering you the opportunity to resolve this issue by paying $25,000 in compensation for the one-year loss.
  
  If this is not acceptable, I will be forced to take further action, which will include sharing the situation publicly on my LinkedIn profile and with my network of contacts. As you are fully aware, name.com is solely responsible for this problem, and what makes matters worse is the blatant disregard for customer rights and the attempt to evade accountability.
  
  Since this has been a significant affront to me, I give you my word that after this email, I will not consider any further settlement offers except through a final legal ruling. I have done everything within my power over the past months, yet instead of addressing my lost rights, you have chosen to stand by your at-fault employee.
  
  Should you be interested in resolving this issue amicably, please respond within the next 24 hours.
  
  Best regards, 
  ***** ********* ********
  
  
  **Title:** 
  ?? Serious Warning: Avoid Using Name.com for Domain Registrations
  
  **Post Body:**
  
  Hello, 
  I would like to share my personal experience with **Name.com** regarding their handling of domain registrations, which caused a significant loss for my business.
  
  More than a year ago, I transferred a domain with the extension .at  to Name.com for one of my clients. This client had ***** websites that managed for SEO purposes. Despite making the payment for the domain renewal (as shown in the screenshot below), the domain was **never renewed** by Name.com, leading to the website being down for **over a year**.
  
  I contacted Name.com multiple times through their support ticket system and even escalated the issue to ****************************, but I received no proper response or resolution.
  
  In short:
  
  1. I paid for the domain renewal, but Name.com failed to renew it with **********.
  2. Name.com provided **false information** in response to my ticket, claiming the renewal was successful.
  3. The domain expired, and my client's website remained offline for over a year, causing severe financial losses.
  
  ### My Request:
  I am still open to a **mutual agreement** if Name.com compensates me for the damage caused ($25,000). If I do not receive a response within 24 hours, I will be forced to take the next steps:
  
  1. **Publicly share my experience** on ******** and with my network of business contacts.
  2. Pursue **legal action** to claim compensation for the damage caused by Name.coms negligence.
  
  ### What You Should Know:
  
  Name.com may have a longstanding reputation in the industry, but this experience has shown that **customer rights are not their priority**. They ignored my case, failed to acknowledge their mistake, and refused to provide a fair resolution.
  
  **Why take the risk** when there are many other companies in the market that value their customers?
  
  If you are considering using Name.com for domain registration, **think twice**.
  
  For full details and evidence, including screenshots of my payment and support tickets, visit my blog: [Link to your blog]
  
  Sincerely,
  
  ***** ******** I ********

  Business Response

  Date: 10/09/2024

  Thank you for outlining this additional information. We have responded to your previous and recent tickets with a more appropriate contact to field your questions and issues, which we would recommend reviewing at this time. However, should you have any new support related requests, we would be happy to assist you with those via ticket.

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22231193
  
  I am rejecting this response because:
  

  Dear bbb Manager,
  
  As you can see, name.com has been evasive in responding to my request for clarification, showing a lack of regard for customer rights. I have shared the issue on LinkedIn as well
  *************************************************************************************************************
  
  , and you can also find more details on my website: ********************************
  
  Please bring this matter to attention on the name.com page in bbb so that more people are aware that if there is a mistake by the employees of name.com, the customers are held responsible, and requests for clarification are met with disrespect and irresponsibility.
  
  Finally, I would appreciate it if you could review my documents and the response from name.com and share your thoughts.
  
  Thank you and best regards,  
  

  Sincerely,
  
  ***** ******** I ********

  Business Response

  Date: 10/18/2024

  Hello,

   

  We have provided several options for the customer in our ******************** responses and have a customer support ticket where we are in communication with them. However, the customer continues to respond on the ********************, and we will not be responding any further, as we have already provided a solution multiple times, but we will continue to monitor the customer support ticket to communicate with the customer. 

   

  Regards,

  --

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

  Customer Support Lead, Business Outsourcing Solutions

  

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22231193
  
  I am rejecting this response because:
  

   

  Final Request for Action Regarding Complaint Against Name.com
  
  Hello,
  
  I recently submitted a complaint regarding the performance of Name.com, and I have now received a response from the company which I find completely misleading and inaccurate. All of their explanations were overly long and convoluted, seemingly designed to distract from the real issue. In the latest ticket I submitted, I also received a vague and meaningless response, which I have attached.
  
  Based on my experience and the responses Ive received, I believe that Name.com is not being truthful about the situation, and their replies do not reflect the reality of the problem. I kindly request that BBB take the final steps or necessary action in this matter. I no longer need to receive false responses from Name.com.
  
  Best regards,
  
  ***** ******** I ********

• Initial Complaint

  Date:08/05/2024

  Type:Order Issues
  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.

  This bogus company supports multiple websites that they are the domain owner of. They filed gopway1.com in January 2024. This organization continues to send unauthorized text messages and make unauthorized calls to individuals' personal phones with total disregard for the national no call registry using false identities and most likely spoofed numbers. They refuse to acknowledge stop and provide a link to gopway1.com in their text messages. This company is an accomplice to the activity since they own the domain. They need to tell their partners that they are going to face legal action if they fail to cease and desist.

  Business Response

  Date: 08/13/2024

  Thank you for detailing the issue you are experiencing. The domain name mentioned is with us as the registrar, however, we are not the registrant (owner). If there are additional concerns regarding any alleged illegal or infringing activity related to the domain name, we encourage you to submit a request to our Abuse Team here: ****************************************. Depending on the alleged activity, you may also consider reaching out to the abuse contact for the web hosting provider or email service provider as they may be able to take more appropriate action. If you are still experiencing issues, you can follow up via your previous abuse form with any supporting documentation for further review. At this time, we are considering this case closed and have acted within accordance of industry standards. 

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22095205
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 08/16/2024

  Their response was lackadaisical as expected. This business has been licensed and relicensed for years and I'm afraid with most likely very little scrutiny if any. They apparently operate several dubious websites all listing their address and phone as the website contact. Apparently these bogus political sites like gopway1.com and others only list their website owner as Name.com ***. 

   

  Domain Listing:

   

  Domain Name: GOPWAY1.COM

  Registry Domain ID: **********_DOMAIN_COM-VRSN

  Registrar WHOIS Server: whois.name.com

  Registrar URL: *********************************

  Updated Date: 2024-01-19T14:25:44Z

  Creation Date: 2024-01-19T14:25:43Z

  Registry Expiry Date: 2025-01-19T14:25:43Z

  Registrar: Name.com, Inc.

  Registrar IANA ID: 625

  Registrar Abuse Contact Email: **************

  Registrar Abuse Contact Phone: **********

   

  There is no owner of the website named yet they identify themselves on text messages created on rented internet phone lines as ***********************, ***************************, *******************, etc. as if someone is truly that gullible. I believe it's iunethical and potentially illegal for them to impersonate someone who they are not. They are successfully making themselves fools rather than assisting their cause. I want to communicate with the actual owner of gopway1.com, the person who funds all of these little monkeys on these phones leased from resellers like Telnyx, Bandwidth.com and Commio to named a few. They also need to realize that "STOP" means stop or I'll *** you for harassment and using private property of individuals that being their airtime minutes. The *** and FCC both require them to have their bottom feeders refer to the national no call registry BEFORE making random phone calls. They could lose their communication license and internet privileges if found to be in violation of federal statutes. That includes spoofing numbers. They apparently are unaware that they automatically give their location once they access an IP address to make that text or call that is only going to get blocked. If Name.com, *** can't handle the scum bags that the register websites for then they need to give the owner's name up so they can be dealt with via the people they're harassing or with law enforcement if need be. No one is above the law. I have also filed complaints with the Colorado AG office and the ***.

  Sincerely, 

  D. Kesterson 

• Initial Complaint

  Date:08/01/2024

  Type:Billing Issues
  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 am the victim of identity theft I was working with name.com because I couldnt get into my account because someone had used my account. During the ***************************** allowed another person to take over my domain

  Business Response

  Date: 08/13/2024

  Hello, thank you for outlining the issue you are facing. We take account security seriously and require a certain level of verification before allowing access to an account. If a domain name remains expired, it will reach a point where the domain can be registered by a new registrant. Unfortunately, it appears this is what happened in this case. If you are needing additional assistance, we suggest following up through your latest support ticket. We have acted in accordance with industry standards and are considering this matter closed. 

• Initial Complaint

  Date:07/10/2024

  Type:Product Issues
  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.

  Beginning on July 8, 2024 at approximately 9:16 PM EDT, I began being bombarded with spam from a company called OpenWeb whose website ICANN Whois information states is hosted by Name.com. I thought I had successfully blocked this openweb.com domain on February 24, 2024 after having tried several times to unsubscribe from their bombarding emails. How they are now able to bypass a block filter after more than 4 months is something I demand to know.Furthermore, they have followed me around the Internet and attempted to further harass me for which I have sent them multiple emails asking them to ************** any contact with me. I have attempted to resolve this through OpenWeb, but they deliberately do not respond to emails and they refuse to provide any other form of contact.Also, it is my duty to inform you that the non-US entity OpenWeb is engaging in this activity as an attempt to meddle in the 2024 US election. As I am a 70% disabled veteran, I take great umbrage to a foreign company attempting to overthrow my country.As Name.com is the registrar and web host for Name.com, I will give Name.com 48 hours from filing of this complaint to shut down openweb.com and bring this madness to an end. Failure to shut down openweb.com will result in my taking the next step by seeking criminal legal action against Name.com through the US ************************ and US ********** of ******* for criminal harassment. I am sure they make take further action as they deem appropriate once they find out what OpenWeb is doing. I strongly encourage you settle this at the lowest level and stay out of my life. Any contact of me by openweb.com, in any fashion, whether it's email or content moderation, from 00:01 hours, Saturday July 13, 2024 will result in this complaint being filed as unmet and immediate action being taken to stop it through legal action via US authorities.

  Business Response

  Date: 07/12/2024

  Hello, thank you for providing a summary of the issue you are facing. We suggest continuing to correspond on the Abuse ticket you have submitted. We do see, however, that we are not the web hosting or email service provider for this domain. You may also consider reaching out to those providers to report any alleged abuse, if you are not certain of how to find the web hosting provider, online tools such as *************************** may be helpful. 

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21972340
  
  I am rejecting this response because after 6 days they have failed to even respond to the Abuse ticket they mention here. All I keep getting is just more spam of canned responses saying my ticket has been updated whenever I try to contact through that Abuse ticket they mention here in this response. They've failed to even acknowledge that I have a complaint. I shall now try other means by which to compel them to respond and for their **************** to cease & desist with their continued spamming of me up to hundreds of times per day.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  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.

  On Saturday, June 22, 2024, I was sent a renewal email for my domain name from name.com. I have not used the domain name in over a year, so I decided to cancel it and my account. However, I found that when I went to login, I could not remember the password that I had used to create the account 3 years ago. On the 24th, I tried to login with what I thought was the password, and since it was incorrect, opted for the "forgot password" route. The reset your password email was sent to my account and when I clicked on it, I received a message that said ""It looks like you've set up your account to only allow changes from certain IP addresses, and your current IP address isn't one of them. You'll have to request a password reset from a trusted IP address to change your password." I started a support ticket and requested assistance because my IP address is controlled by my internet service provider, so I don't know how to get it back to whatever they were using 3 years ago. Customer Support was only available via email and chat, and they refused to allow me access to my account unless I sent them a copy of my photo ** to verify that I was the owner of the account. I refused as that is not a safe thing to do with all of the ** theft. One ** rep suggested I respond to the original renewal email and explain my need, but when I did that the email kicked back as undeliverable, so I tried another support ticket with a screenshot of the original email. The chat and email support people just kept talking in circles refusing to do anything unless I sent them a photo **. All I want them to do is to close the account and let the domain name expire, and then delete all of my info from their system. It would be wonderful if they also canceled the charge of $22.16, but that's not a huge deal, I just don't want this to keep happening. Their phone number is just a recording, and the ** chat and email said they no longer offer live phone support. The support tickets were #******* & *******.

  Business Response

  Date: 07/12/2024

  Hello, thank you for providing a detailed account of the issue you are facing. We have followed up via support ticket outlining a proposed solution to this matter. We are happy to assist with any further issues via your ticket. At this time, we have acted in accordance with industry standards and are considering this matter closed. 

  Customer Answer

  Date: 07/15/2024

   
  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

  Date:06/27/2024

  Type:Service or Repair Issues
  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.

  We moved our domain names over to this registrar because our previous one was causing us serious issues and we needed an urgent solution. After spending money to move three of our important domains over we discovered that Name.com does not offer wildcard/catchall email support which is a very basic feature that every single registrar offers in 2024. I have used tons in my life and I have never seen the lack of such a common, simple and well established offering. To make matters worse, Name.com has locked our domain names to their service for the next 60 days and is claiming that this is an "ICANN mandate". This is a complete and utter lie as this was always a guideline suggested by ICANN over ten years ago. I confirmed this with a ten minute phone call to ICANN support who told me that it is simply a guideline to prevent fraud and there is no requirement in place by ICANN to lock a domain to a registrar after a transfer. The representative told me they get this same call constantly and that generally registrars will remove the lock if you escalate to a higher level of support. After doing this Name.com is still refusing to remove the lock and will soon begin causing us losses in the thousands of dollars per day as a result. If Name.com still decides to hold our domains hostage for no reason after this complaint our next step will be legal action.

  Business Response

  Date: 07/01/2024

  Hello, we have reviewed the provided information as well as the previous communication regarding this issue. After review, we have communicated our policies and decision regarding this matter through the tickets raised by the customer. Should the customer have any other inquiries, we encourage them to reach out through their ticket for assistance. We have acted in accordance with industry standard policy and are considering this request closed at this time.

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21913778
  
  I am rejecting this response because:
  
  It is absolutely unnecessary for you to hold our domain hostage. You claim you are acting in standard industry practice - what is standard industry practice is to provide access to catchall/wildcard email routing. First your team claimed that this was an ICANN requirement, a complete falsehood that's actually written on your website. After providing communication from ICANN stating that this is not a regulatory requirement and only a suggestion that can be removed at your discretion, your team simply declined to remove the lock citing security policies, causing further headache for every party involved. Your refusal to work with us on a such a simple issue even when you provide a subpar service is genuinely confusing. Never in my life have I encountered such awful customer service that acts against the interests of their customers and their own company. It would have been so much less of a headache for everyone involved if you had just requested documentation to confirm there was no fraud involved and then removed the lock but instead you are causing us significant financial damages and wasting your employees time.

  Business Response

  Date: 07/12/2024

  Thank you for following up; we have responded to your last request.  While we consider the inquiry closed, Name.com is happy to help you with any other support-related issues. Feel free to reach out if you have any other questions.
  

• Initial Complaint

  Date:04/24/2024

  Type:Order Issues
  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.

  The website keeps renewing a yearly subscription and charging me for it with no chance for refund. I have disabled the renewel twice now. I do not want this product and they keep charging me for it. I want my information taken off of their website and I am not able to do it. They also keep charging me for additional products that I am not buying. I believe they are hacking my account and making changes so that they can keep charging me for something that I never agreed to buy.

  Business Response

  Date: 05/23/2024

  Hello. We have reviewed the history of events and communication. The customer filed a refund request on April 24, ********************* their Name.com account. We responded to their request through the Support Ticket the next day on April 25th with additional information. In our request, we asked the customer to respond confirming if they would like to proceed. We never received a response, and do not see any other Support Tickets issued. Therefore, we closed the case without issuing a refund. Today we attempted to call the phone number on their Name.com account several times, but the number would not connect. We followed up with an email today with instructions on updating their information, and clarified the events with their refund request last month. We will continue to assist the customer over the email Support Ticket if they have any additional questions. We have acted in accordance with industry standard policy and are considering this request closed. 

• Initial Complaint

  Date:04/22/2024

  Type:Product Issues
  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 had the domain name healthindepth.com registered with Name.com for many years.The domain name expired and I wish to renew it yesterday April 20, 2024 When I tried to log in to renew the domain, it accepted my User Name and Password, but even though it was the same computer as I used before to sign in, I got a message that they needed to confirm it was me and they would email me a code to sign in. The code never arrived so I could not log in. I checked the spam folder.When I contacted support they told me since my domain expired their system would not send codes out. My email address was not related to the expired domain. They then showed me a long list of things I had to do to verify it was me. Including and I am not kidding a Proof of Life Picture with me holding my ID, a notarized statement, etc. It was beyond ridiculous.I chatted with support he told me that the codes were emailed and I must not be checking the right email address. I showed him a screenshot of the renewal notice for the domain I got from name.com at that email, and then asked him how come I was not getting the codes. He then told me he didn't say the codes were sent out. I told him you just did and I have a screenshot.I then asked him why could he not send me manually a code to the registrant email. He said we can't talk verification on chat.I told him you know it's me, I have the id, password, and email related to the account, you can verify it's me so I can renew my domain name. He told me we have to go through the whole procedure to change the registrant email. I just proved with the screenshot of the renewal notice that I have that email and it works. I asked to send email manually. Again was told they could not discuss it on chat. I had asked for a manager to respond and I was told they would do so in a day but they never did.I am going to lose this valuable domain name because their system does not send me the codes and their unreasonable intransigence.

  Business Response

  Date: 05/02/2024

  Hello,

  Thank you for forwarding the details of this matter for review. After review, this issue has been resolved through a support ticket that was submitted and the customer has been able to complete the desired actions within the request. Should additional assistance be required, we encourage the customer to respond to their existing ticket. We have acted in accordance with industry standards and are considering this request closed.
  

• Initial Complaint

  Date:04/11/2024

  Type:Billing Issues
  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.

  Order ID is **************** : singlesevent.com **** $15.99 Wed, Apr 12, 2023, 11:11AM I cant access my account I have provided all information required to access my account but ********************** still wont allow me to access my account because of the 2 step verification process. The information I provided now is the same information I provided a year ago and it was sufficient for them to allow me access to my account. Now I do not know why it is not sufficient now?Last I have access this account twice in the past with the 2 step step on it but before but now they wont give me access. I have been complaining for 2 years that, I do not want the 2 step verification process on my account and for them to remove it. I was told to remove it but I don't know how to do it. Now I just want to close my account.

  Customer Answer

  Date: 04/11/2024

  Can you cancel the complaint I just filed? It has been resolved
  
  

• Initial Complaint

  Date:02/28/2024

  Type:Product Issues
  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 was double charged for a single service - domain and web hosting. I contacted name.com through live chat and the response was that "it's no big deal, it's not that much money." I found that response to be unacceptable. They said that the deadline to ask for a refund was February 21, 2024 which also happened to be the date I was in the live chat. She said the system wouldn't let her do a refund and to submit a ticket. Upon submitting a ticket the response was that the grace ****** had ended - and I reminded them that I had made the request by the deadline. The response was "the only way to offer a refund is if we delete your domain." Repeated attempts to engage support has been met with the same absurd response. The live chat no longer works so the only way to engage anyone is to submit a ticket. A vicious circle of nonsense. What a SCAM.

  Business Response

  Date: 02/29/2024

  Hello, thank you for forwarding on. We were able to locate the support requests related to this matter and have placed a courtesy call to the phone number on file with the name.com account, allowing us to sort out the details and clear up any confusion. Based on this call and communication through their support ticket, we are considering this matter resolved. We are certainly happy to further assist through the support ticket should any additional concerns arise. We have acted in accordance with industry standards and are considering this case closed.