ComplaintsforTMDHosting

• Initial Complaint

  04/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  4/16/2023 I tried to purchase a starting pack that is worth $87 but due to a promo, the site charged me for $47. I was trying to pay and it kept on giving me an error. In the customer information, It should have told me that it will be treated as billing information too because it auto filled my city as "Chula Vista" which is where I live but in my debit card information it was San Diego. I mistakenly tried multiple times and at the 3rd or 4th time, I put San Diego and it went through. After the transaction, it gave me a notice that my IP is now banned. Tried to call customer service but they where all busy. I could not send a Ticket because my account is considered banned. Now I don't know if I will be charged for the domain that I purchased successfully but wont be able to use it since I am currently banned from the site.

  Business response

  05/03/2023

  Hello ****,
  
  We are sorry to hear that you have had this experience and we would like to apologize for any inconvenience caused by this situation.
  
  It seems that the number of orders and payment attempts triggered our verification systems, which is why your IP address was blocked.
  
  We can assure you that we have not received payment for the services on our end.
  
  In case you would like to create an account with us, we will be happy to hear from you so we can assist you.
  
  Our Customer Service team is available 24/7 and is available via the LiveChat on our website: ***************************
  The chat is located in the bottom right of the screen.
  
  Alternatively, you can reach us at [email protected] and reach our sales team over the phone at 1-888-771-5990
  We also have a contact form on our website, which you can review here* ***************************************
  
  Regards,
  The TMDHosting ?eam.

• Initial Complaint

  08/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Refusal to assist with a supposed hacker resulting in damage to my business and loss of clients while my multiple websites remained blocked and no one will respond to my requests for assistance with any real help. This is the second time this has happened and I requested for my cpanel credentials to be reset to protect my account. They refused to do it and have now locked me out of my cpanel and keep demanding for me to remove files but won't allow access to my account while refusing to respond to requests for an entire day now two days while my personal website and multiple client websites are down of which I have already lost a client who saw this. This is my only job and source of income and now I am completely shut down as a web designer and cannot finish client website or take any new customers or projects and they are also sending me a invoice for another month in the middle of this.

  Business response

  10/12/2021

  Business Response /* (1000, 8, 2021/09/15) */ Hello *****, We are sorry to hear you have reached this conclusion. We have reviewed the reported case and I see that we have provided you with assistance for all of your requests thus far. This being said, due to the nature of your case, it was being handled entirely by our System Administrators. Please note that the cases that are being reviewed by our System Administrators require more time to be processed due to their complexity and from what I see, your case has been handled in a professional manner and our colleagues have also replied to your updates regularly. As per the discussion you had with our System Administrators, the issue was the hacking and exploitation of your websites, which lead to the server being used for sending malicious requests. On our end, we have made sure that our servers are fully secured and no intrusion can be done on server level. However, in your case, most of the websites were using quite outdated versions, which as mentioned by our colleagues leads to such issues. Outdated applications or their plugins and themes are customer responsibility as we can not force you to upgrade them. The same goes for passwords - we can only give recommendations but we can not enforce the use of strong passwords. With this being said, we have made sure to inform you about the necessary actions that you had to take on your end in order to have this matter fully resolved. We have also provided you with 48 hours prior to suspending the service, so you may review and resolve the issue without experiencing any downtime. Having said this, from what I see our System Administrators have provided you with access to the service, so that you may remove the infected files and there has been no further update from you since August 30th. In case you still need our assistance or are experiencing any issues, please feel free to update your ticket. Our colleagues will gladly look into your case further. We are sorry to hear that the outcome of this case was you losing a client and can assure you that this was never our intention. As aforementioned, on our end we make sure that our servers and the data of the customers are fully secured, however, there could always be security exploits caused by the usage of various applications, outdated plugins or external sources. Lastly, I would only like to say that our company is a reputable hosting provider for more than 13 years and as a highly customer-oriented company, our biggest priority and main goal is to satisfy all our customers' requirements and address their concerns. Thus, if you need any further help with this case, we would be happy to address your concerns further. Best regards, The TMDHosting Team Consumer Response /* (2000, 15, 2021/09/29) */ They got in touch with me and reopened my cpanel so I could fix the issues at hand and have been very helpful in resolving the issues. Thank you for your assistance.

• Initial Complaint

  08/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  TMD Hosting has horrible support. They provide a lot of wrong answers to basic server questions. I hired TMD Hosting to move 43 add on domains to individual Cpanels. I paid them in advance. This was August 14th, 2021. They told me they had finished and many of the sites were still down. Many of the sites they did not move the database from the add-on domain account, only migrating the website, no database. I asked the bout this and here is their reply: We are glad to inform you that we have successfully managed to resolve the matter. As for the database of the website, it is still located in the cPanel account "winsteadmedia". Unfortunately, we would not be able to move the database as there is no such tool that would allow us to do so. It appears that the Conversion tool has skipped some databases and they are still located in the account "winsteadmedia". Nevertheless, as long as the account is not deleted, the websites will continue to operate

  Business response

  09/02/2021

  Business Response /* (1000, 5, 2021/08/17) */ Dear********, We are truly sorry to find out that you are left with this impression after an interaction with our Technical team. First of all, we would like to apologize for the inconvenience that has been caused. We have checked the entire discussion and can understand where your frustration is coming from. Indeed, from a customer service standpoint, some of the responses in the ticket do not live up to our high-quality standards and we would like to serve you our most sincere apologies for that. We would like to assure you that we have always been and will be a customer-oriented Company and our primary goal is to make our clients happy. From what we see, your case has already been escalated to a Technical Support Manager in order to assist you every step of the way in resolving this situation. I can assure you that you will receive the needed assistance and there will be no other situation in which you will feel disappointed with the service. Best regards, The TMDHosting Team

• Initial Complaint

  08/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  FRIDAY, AUGUST 6TH, 2021 (14:35) Refund for invoice #****** On this day I asked the refund and I received a message from TMD and Blue Pay saying that was fail to refund , so I asked to add another card number I even changed all my details address and card number , but TMD keep saying that they already tried with the new details and they don't work!!! Every time TMD tries to pay I received a message from Blue pay and there shows my details , guess what ? They are still using the old details , they never tried with the new address details from Switzerland, so I want to have my full refund and they are avoiding to pay it. So I want to received an email message as as received from the other time from BLUE PAY that show the attempting to refund me with the details that are in the system ( details already given to TMD but never used). Before I update with a new address and new card number on the system I even asked them to get refunded by*******, I had no answer.

  Business response

  08/20/2021

  Consumer Response /* (2000, 5, 2021/08/16) */ *********************************** 12:22 PM (4 hours ago) to me Hello, Thank you very much for your help, but as soon as I told them ( on the ticket) that I've made the complaint the support immediately resolved, well they wrote a bunch of letters but they have resolved , incredible how easy that was ! I was right I gave them so many times my new details , I wrote and explain that I spoke we my bank but that kept saying to me to go and speak again instead of using the new details, but anyway thank you , I believe that all is done. Best regards

*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. ↩