Complaints

This profile includes complaints for Network Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Network Solutions

  5335 Gate Pkwy Jacksonville, FL 32256-8080

• 

  Network Solutions

  5163 NW 74th Ave Miami, FL 33166

• 

  Network Solutions

  Herndon, VA 20172

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:04/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have been a customer of Network Solutions for nearly 20 years. Recently NS made changes in their e-mail services and our e-mails began going into spam folders. We reached out to NS 26 days ago and were promised a resolution within a day. It was not resolved. We have now reached out to customer service via live and online chat a number of times and have had two different case numbers assigned to our problem. Still no resolution. NS told us it has been "escalated". We have asked to speak directly to either tech support or back office (their description) and have been told they are unable to put us in contact with either one. Additionally we have asked to speak to a manager or supervisor and have been told that is not possible either. Each time we reached customer service it has been an off shore CSR and we have been told they cannot transfer us to the US. Today we were told yet again to give it another day. This is causing us to have to do extra work to ensure we are not missing important messages.

• Initial Complaint

  Date:03/20/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 3/14/23 I called to order a domain and website hosting, generally about $100. The salesman agreed to a deduction for domain (generally free) but kept me on the phone for nearly 2 hours. He agreed to meet "Blue Host" prices, but said he would have to do this in two steps, an order with a refund at the same time. I understood I was signing up to a total of about $100. for afterimageart.gallery for 5 years, and a simple hosting package (no cart, no online sales, build-it-yourself website) for 3 years. He charged my Paypal Account $571.73 which was ridiculous. He then on 3/15/23 (next day) charged me an additional $117.00 and again 3/15/23 charged me an additional $437.88, for a total of $1,126.61 instead of the $100. I had agreed to. I complained next day, and on 3/15/23 they refunded $49.95 an additional $183.24, and $218.09 for a total of $451.28. I spent hours calling Network Solutions, who repeatedly disconnected me or transferred me to various departments. ***** *****, wrote an e-mail stating he would call me at 3:00 my time, and "discuss options". He did not. I called again today, twice, trying to get a refund, but a man (who would not say his name) agreed to a full refund, but refused to confirm that with an e-mail. In the meantime, 4 overdraft fees were charged, for $92. in addition to hours on the phone and a visit to my Bank. He said it would be another 7 days for a refund. He told me to call them Monday. In the meantime I notified Paypal of the 3 small refunds and the two large unauthorized charges, but they closed for the weekend. I wish to register my domain with a DIFFERENT hosting company, and have a full refund of $1,126.61 plus the $92. in fees they incurred. They should also be fined for mis-use of my account, and that I did not have use of my funds for the intervening time.

  Business Response

  Date: 03/28/2023

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

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

  We can confirm that our customer service department was able to reach the client by phone to address their concerns raised in this complaint. At this time, we have provided the client with the refund requested and are in contact to ensure we have fully resolved their concerns. Please allow 3-5 business days for the refund to be received.
  

  We sincerely apologize for any frustration or confusion this may have caused. Should the client need further assistance, we would recommend the client reach out to support. 
  

  Sincerely,
  

  New Fold Digital Executive Office

• Initial Complaint

  Date:02/28/2023

  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.

  Network Solutions promised to transfer the website that was built for me to their hosting platform. They maintain that was successful. IT was not. The site they put up is not the site that was built. They claim that the theme of the built site was corrupted and they cannot fix it.
  
  If that is so, I should have been advised that there was a risk involved in moving my site to their hosting service. I was not. IF they cannot move the entireity of my built site, I want my money returned. I gave them money for both hosting andIT srvices. I want this all returned.
  
  Thankyou

  Business Response

  Date: 03/02/2023

  Dear Better Business Bureau,

  We have received the complaint for ***** ******, complaint # ********. 
  
  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with our team members to understand these issues better and respond appropriately. 
  
  We can confirm that our customer support team has cancelled the My Time Support service for the work on the web site transfer that they were not able to complete successfully, as well as the hosting services the client purchased. The client was also refunded $174 for the My Time Support service, and $119.52 for the Essential Hosting service on 03/02/2023 which should take 5-7 days to process. The client was notified about the cancel and refund on 03/02/2023 via email in our system under ticket # ********. 
  
  We sincerely apologize for any frustration or confusion this may have caused. 
  
  Sincerely, 
  
  New Fold Digital Executive Office 

• Initial Complaint

  Date:02/08/2023

  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.

  Date of the transaction: March 1, 2022.
  The Amount of Money that we paid business: $1,014.26.
  What the business committed to provide you: Email provider.
  What the nature of the dispute is: We go double charged on two separate credit cards (Accounts **** and a Visa Credit Card,) for a service that we never requested.
  Whether or not the business has tried to resolve the problem: No
  Account Order/ Tracking #: ********/ Invoice # *********

  Business Response

  Date: 02/15/2023

  Dear Better Business Bureau,
  
  We have received the complaint for ****** ****, complaint # ********. 
  
  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with our team members to understand these issues better and respond appropriately. 
  
  Our support team has investigated the charge in question for the total of $1,014.26 and they have found that this was the total of two separate orders. The first charge for $79.95 is from Order # ********** that was charged on 03/01/2022 and charged on a Visa card ending in **** in the clients account under account number ********. This was an auto renew charge for 5 domain names iongarde.info, iongarde.net, iongarde.com, ionguard.com, and ionguard.net. The second charge for $934.31 is from Order # ********** that was charged on 01/30/2023 and also charged to the same Visa card ending in ****, but on a different account that belongs to the client under account # ********. This order was an auto renew for 2 years for the domain name ************, a Professional Email Plus service for *********************, and a Premium Web Hosting service which is not not currently being used for web server space, but does have email accounts set up for the domains richcocpa.com, intelfiber.com, and iongarde.com. As it appears that some of the services are showing still in use, the client will need to reach out to our customer support team at ************** to be authenticated to the account if they wish to cancel the services and request a refund if applicable. 
  
  We sincerely apologize for any frustration or confusion this may have caused. 
  
  Sincerely, 
  
  New Fold Digital Executive Office 

• Initial Complaint

  Date:01/19/2023

  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 was previously a customer of BlueHost.com for domains and hosting services for several years. Due to their extremely poor function web hosting platform for business and non-existent customer service, I moved on to another company in the middle of last year.
  
  Knowing their extremely poor reputation across the entire United States with anyone who has ever had a website or domain, so many BBB complaints and 1 star reviews, I expected they would have a BBB rating of F (like other slimy businesses in this category of extremely poor and inept business practices). I was shocked the BBB has them at an "A." It's apparent that "Blue Host" is a paying member of the BBB and is paying for an "A" rating.
  
  I deleted all services with BlueHost.com/NetWork Solustion so they do not autobill or renew. In fact all my websites and domain registrations were removed from BlueHost and over to another company.
  
  After all these months a $179.88 credit charge appears from BlueHost on my credit card account. As typical all emails from BlueHost.com are "NOREPLY," there is NO "Contact Us" form on their website. If you call hold times can be an hour or longer to talk to someone in India or Phillipines who will take your info, make a ticket and never hear anything again from them.
  
  The BBB and other complaints is the only way to get a US person to pay attention to a customer.
  
  My info:
  I have old accounts under ID's
  **************************
  ***********************
  The last 4 of my credit card where these "UNAUTHORIZED" charges appear is: ****
  email address associated with one old account: *********************
  My name on billing credit card: **** **********
  
  Needless to say if there is any error caused by you or due to me being UNABLE to remove my credit card from the account you assigned me, now is the time to process the refund. Please ensure I'm never billed again.
  
  Refund the charge or expect a credit card dispute in 10 business days.

  Business Response

  Date: 01/27/2023

  Greetings, 
  
  We are sorry to hear about these concerns *** ********** raised.
  
  To assist with the requested refund we need to validate ownership of the account. Our team has attempted to call *** ********** serveral times and have only been in contact with them via email. We have been attempting to assist via email however, we need to speak on the phone to validate ownership of the account. We explained once ownership is validated we can continue with the cancellation of services and help process the requested refund. *** ********** informed us our emails are going to be blocked and we have not received any response to our requests to setup a call back so we can continue to assist with their concern. 
  
  We request *** ********** to please reply back to our emails to setup a call back to complete account validation so we can proceed with the requested refund. 

  Thank you.

• Initial Complaint

  Date:01/11/2023

  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.

  Network Solutions requested that we pay for services years in advance. We did what they requested. When their server was hacked in June of 2022, our online business was shut down. We requested that they secure the server with two step verification. They refused. We had no choice but to move our website to another hosting company. Our request for a refund our money was denied because not paid within the past 30 days. The continue to request services be paid a year before due. They refuse to turn off auto renew, and send email billing notices for services we have not used in months, and will never use again. This is billing fraud. I called customer service to request that that stop billing us. They hung up on us.

  Business Response

  Date: 01/13/2023

  Dear Better Business Bureau,  

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

  Please know that we apologize for any frustrations the client has experienced. 
   
  We apologize for any confusion; however, it is our obligation to notify our clients of upcoming product expiration to ensure no lapse in service. We can confirm our client has no products set to renew automatically within their account,  
   
  We have added two-factor authentication to ensure our client’s accounts are not compromised. 
   
  We offer various terms with the renewal of our services to best suit our client’s needs and is our client's choice to renew for the term specified. Automatic Renewal can be enabled or disabled through the account manager. Our refund policy states if a client did not wish to automatically renew the product, we give our client’s a 30-day window to request a refund in full. Requests for refunds would need to be made in that period.

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

• Initial Complaint

  Date:01/04/2023

  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 want all of my Network Solutions accounts to be closed and not auto-renewed. I also want them to remove all credit card and meta data information pertaining to me wiped from their site and servers.
  
  Timeline:
  On 12/29 I received an email from Network Solutions that my subscription for a domain name, web-forwarding and other services were going to auto-renew. I don't use any of these services anymore and I wanted to cancel everything. I went online today, but I couldn't opt out of the auto-renew. I also couldn't remove my stored, and expired credit card from my account.
  
  I proceeded to call the company twice today (1/3/23 @3:34pm & 4:11pm) *************, and spoke with multiple people in multiple departments overseas. I was given misinformation, transferred, misquoted, refused a manger and placed on extended hold times - all multiple times.
  
  During my conversation @3:34pm, I asked for my account to not be auto-renewed and a rep during my 3:34pm call confirmed he opted me out. However, he couldn't provide proof when I requested a formal email. Nor did he offer to get me help. There was no proof that I ever cancelled. This is when I asked for a manager. I was offered a call back, but there was no ETA that could be given, so I kept waiting. He transferred me, but never gave any details to the next rep - who was in a completely different department. Things didn't improve from there.
  
  I'm attaching three screenshots:
  1. The original email showing the products that will auto-renew.
  2. My account page showing the Auto-Renew options is blacked out so I can't choose that option.
  3. My account wallet showing no option to delete my card from their system.
  
  So I ask again from the business: I want all of my Network Solutions accounts to be closed and not auto-renewed. I also want them to remove all credit card, account, and meta data information pertaining to me wiped from their site and servers. And I want all of this confirmation in writing.
  Thank you.

  Business Response

  Date: 01/11/2023

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

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

  First, we would like to apologize for the inconvenience
  experienced during the client’s efforts to work with or reach customer support.
  We can confirm our support team attempted to reach out to confirm the client’s
  request or concern, and confirmed autorenewal has been disabled for all the
  client’s services. The products will remain active in the client’s account
  until the next renewal date, and they will naturally expire, unless the client
  decides to manually renew. Additionally, support has confirmed there is no
  billing information left on the account, or primary billing configured. Should
  the client reach out to support, please reference case number *********, and
  they would be happy to help.

  We sincerely apologize for any frustration or confusion this may
  have caused. Should the client need further assistance, we would recommend the
  client reach out to support.
  
  Sincerely,

  New
  Fold Digital Executive Office

• Initial Complaint

  Date:01/03/2023

  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.

  THIS IS VERY TIME SENSITIVE. I have MS and have had several new health issues leading me to not get my ********* domain renewed on time. I had this happen another year I believe due to a MS relapse. I had been able to get my domain renewed in the past as it hadn't been resigned to anyone. I have been told I can get it back but it sounds like they are shinning me on just to email me later saying I can't get it back.
  
  Now that they have moved to a foreign call center, they seem like they are favoring ************** for some reason to take away my account. If so this isn't just an isolated issue even if it is the first you are hearing of it. I had several people tell me at Network Solutions they could get my domain back but it failed. While trying to work with Network Solutions one of the employees let the ************** connection slip. They wanted to get me to pay ************** even though my domain wasn't yet assigned to them. I didn't pursue it the but have called back on 12/22 and 12/23 with the intent to have them contact ************** to get a price for my domain if they would sell it back.
  
  I broke down and called Network Solutions back trying to get them to 'Contact' ************** to find out how much it would cost to by a domain name from ************** they don't yet own. Called on 12/22/22 and 12/23/22. These two times they said I could get it back as ************** didn't own it, nobody owned it as it hadn't been taken out of the backoffice system to be resold. I have been told multiples of prices it should cost for me to get back from $42.99, around $149 I think, and around $349 I think. Today it was about $149. I ha e said yes to all those prices.
  
  I don't mind talking to a foreign call center, but I am getting the feeling like they are shinning me on when talking to me as opposed to not knowing what they are doing. It is very frustrating. The re-obtaining your domain is very much a thing unless it was taken out and made available to others and is driving me nuts what they are doing with me and shinning me on.
  
  Thank you,
  *****

  Business Response

  Date: 01/11/2023

  Dear Better Business Bureau,  
  
  We have received the complaint for ***** ********, complaint #********. 
  
  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with several team members to better understand these issues and respond appropriately. After completing a full review of the account, we can confirm the following:? 
   
  We sent our client failure to renew notices on 10/28/2022, 11/12/202 notifying our client we could not renew their domain through the payment method on file. On 11/27/2022, we send our client an additional notice that the domain had been deactivated. Unfortunately, as this domain had expired, it was available for acquisition by 3rd parties, and the domain is currently under new ownership. 
   
  The domain is currently not for sale, but a back-order can be placed for the domain, for when it becomes available for registration again. This can be done by visiting: ********************************************************************************* 
   
  Additionally, through this page, a certified offer can be made on the domain, requesting the purchase of the domain from its new owner.
   
  In light of clarification to the response of the client, Network Solutions considers the matter closed and asks that the BBB will do the same. 

• Initial Complaint

  Date:12/13/2022

  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.

  I hired Network Solutions to transfer my domain and web page for company to their service and added a new site. They transferred ********************* and all worked well for about a month. I ask upfront if they had the knowledge to handle a PHP database web page and they assured me they did The page worked for about a month and then All of a sudden before they finished making link repairs to the page so it would work as it should, there was some kind of server error and the SQL in my manager was deleted. I can no longer update the page, add new listings, remove old listings. It was a $4,000 web page and they have destroyed it. It sits there everyday and I am unable to use it for business because of the inability to update photos, listing, rentals, lands etc. The hosting department says they do not have the knowledge to fix the page. Well, if they can't fix their errors, then why are they in business. I find it very hard to believe that someone at Network Solutions does not have the expertise to repair what they messed up. It has cost me possibly thousands of dollars. To find another company to fix it will probably cost hundreds of dollars or possible an entirely new web site being built. They destroyed my property,

  Business Response

  Date: 12/22/2022

  Dear Better Business Bureau,  
  
  We have received the complaint for ****** ********, complaint #********. 
  
  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with several team members to better understand these issues and respond appropriately. After completing a full review of the account, we can confirm the following:? 
  
  Our client’s requested our assistance with transferring their website from their former host, to Network Solutions with the prerequisite our hosting can support both their PHP website and associated database, which was completed. 
   
  Unfortunately, our client’s website experienced an error sometime after this transfer. While Network Solutions can offer basic troubleshooting and has done so, as the website and database were created by a 3rd party, Network Solutions may not be able to fix the problem our client is encountering. Network Solutions has attempted to explain to our client that we are not responsible for maintaining their 3rd party code, as we are primarily a Do-It-Yourself host.  
   
  We have restored the client’s content as requested, however unfortunately, errors still remain within the customer’s website. This is not within Network Solutions ability to fix. We recommend our client utilize a backup of their website and database to restore their website to an earlier state. 
  
  In light of clarification to the response of the client, Network Solutions considers the matter closed and asks that the BBB will do the same. 

• Initial Complaint

  Date:12/12/2022

  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.

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: 18414969

  
  
  

  I am rejecting this response because: the spam issue is not resolved.

  We have hired Network Solutions to receive and deliver ALL emails directly to our email client. Network Solutions offers POP accounts. We specifically require POP for our business and want ALL emails delivered to our email client.  Yet Network Solutions ONLY forwards emails they designate to go into our Inbox in their webmail, those are forwarded properly to our email client. However, they filter emails and designate  many emails to go into spam in their webmail and these are Never forwarded to our email client. This is not acceptable. We have been customers with Network Solutions for over 20 years and have had no issues with this until end of September beginning October. We are a business need all to receive ALL emails. For all these years, we have only used our email client to obtain and handle emails. Now we must daily  go into the Network Solutions web mail to check if anything is in their spam and then classify all the spam as "Not Spam". Then those spam will be transferred to the webmail inbox and eventually to our email client. This is double work for us, and not sustainable.
  

  We began contacting Network Solutions beginning of October 2022 and have continued nearly daily to reach out and ask for them to simply have ALL emails delivered to our email client and not to filter any emails as spam. We want them to set our account to operate as a proper POP account, as they say they provide. They have no business censoring our email. Some emails that are put into spam are from financial institutions - Banks, paypal etc. Some are from companies for which we are members. We have even had Amazon receipts and notices classified as spam and not delivered to our email client.

  Recently, because of our contact with BBB, a representative from New Fold (apparently owns or is part of Network Solutions) has tried to get engineers to fix this and to have them go to our account and mark "No Spam". He did try to accomplish this but with no success. WE continue to get same action as previous attempt since October 2 - propagation, contacting a specialist, wait 24-48 hours and see if what they did works, never worked.

  Specifically to the solutions offered in the reply to our complaint:

  We are told to mark emails as "not spam". This is not a solution, it is our problem. POP accounts should have ALL emails directed to the accounts email client. WE do not want to to go into Network Solutions daily and multiple times daily to see if we have spam. This will all be avoided if the backend would simply >>>>>

  We are told the the migration was done to improve security. We assume this refers to something they did sometime end September/early October. If this is so, then why do we continue to get phishing emails directly into our email client, but legitimate emails are held back and classified as spam. We can easily block and delete any phishing emails ourselves, but we cannot easily receive all legitimate emails. Plus, some days legitimate emails will be delivered to us and in same day the same sender will be put into spam -very inconsistent.

  We are told that if the sender has invalid DNS records or DKIM-DMARC is not set the server will reject the message. Again, we have had the same person send multiple emails in same day from same address and only part of emails arrived. The ones that did not arrive are lost in cyber space, as the sender did not receive a notification that they could not send to us. This is also random and is not explained by using an invalid DNS or marking DKIM-DMARC -since some emails arrive. 
  

   

   

   

   

  We have had other issues with Network Solutions as well and our first contact with them was October 2. Some other issues seem to work now, such as emails never even reaching the network solutions inbox or spam and the sender was never notified. Therefore, we were unaware of emails coming to us and the sender that we had received. This is not a workable situation for a business. This problems seems to have ended.
  

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 11/27/2022

  We have received the complaint for ****** ******, complaint # *****969.
  

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

  Our Executive Response Department attempted to contact the client; however, they were unsuccessful. At this time, we can confirm the client is in contact with our support team to have the issue resolved. If the client needs any further assistance, we ask that they contact our customer service department and reference this case number: OEML-324473.
  

  We sincerely apologize for any frustration or confusion this may have caused and thank you for being a customer.
  

  Sincerely,
  

  New Fold Digital Executive Office
  

  
  

  Business Response

  Date: 12/08/2022

  Dear Better Business Bureau, 
  
  We have received the complaint for ****** ******, complaint # ****
  
  Please know that we apologize for any frustrations the client has experienced. We have reviewed the client’s response and have revisited their concerns. 
  
  We can confirm that we have made direct contact with the client to address their concerns raised in the complaint. At this time, our engineers have added a rule that should allow emails to be placed in the spam folder via POP. We ask that the client mark emails as "not spam" to prevent legit emails going into the spam folders. 
  
  Network Solutions strives to improve our services on behalf of our clients, and the email migration was done to improve security of our email services, and if the sender has invalid DNS records, such as the SPF record, or DKIM - DMARC is not set. It can cause the server to reject the message, because the system is unable to verify authenticity. Sort of like needing to sign for a package you receive via mail, if no one is able to sign or verify they are who they say they are, the shipping company won't leave the package.
  
  In light of this clarification to the response of the client, Web.com considers the matter closed and asks that the BBB will do the same. 
  
  

  Customer Answer

  Date: 12/12/2022

  We have been having various issues with email at Network Solutions. One issue is that Network Solutions is filtering emails and classifying emails as spam that are not spam. Because we use a POP3 account, which they allow, emails they classify as spam do not come into our computer email. Example of emails they are calling spam - emails from banks, credit cards, suppliers, possible customers. Every email that has been classified as spam is NOT spam. We have spent hours and multiple days on the phone with them for, almost, 9 weeks now. We have spoken with at least 10 support people. They give suggestions to fix that do not work, same suggestions repeatedly. They have "propagated" our domain many times claiming resolution, despite us telling them it never works. They will not let us speak to a original support person who has dealt with this already and they are not willing to transfer us to a higher level or to the backend (which is where the problem lies.) They keep telling us it is our problem with settings and filters, but we have tried their suggestions with zero results. It is a problem at NS. We also have emails that never reach us, which means there is filtering before the filters at NS, mostly with VadeSecure. It is impossible to get this issue fixed. It is a simple programming issue on the backend to whitelist our domain so we do not get any email put into spam. When a "specialist" finally responded to our case (2 weeks later) we were told to do the same as we have already been told, to go to setting and set filters. The filters do not work. Then when we pursue with "specialist" they tell us our case is closed. We have no recourse!!! It is impossible to get help needed and our business is suffering.