Complaints
Customer Complaints Summary
- 665 total complaints in the last 3 years.
- 179 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/25/2025
Type:Product IssuesStatus: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.
We operate Restoring the Broken Ministries, a Georgia-registered ****************************** (Certificate of Incorporation, Control #********). Wix Payments requested verification; we submitted all items multiple times (owner ID, nonprofit registration, business description, proof of services). On Sept 22, 2025, Wix confirmed forwarding our nonprofit certificate to compliance. Funds remain on hold with no concrete release date despite verification complete in the dashboard and repeated follow-ups. This delay impairs our ability to serve families in crisis and is unreasonable given complete documentation has been supplied repeatedly. We seek immediate release of withheld funds and written confirmation of verified status.Desired Resolution: Immediate release of all withheld funds and confirmation of verified status; written explanation of any future requirements.Attachments:GA Certificate of Incorporation (Control #********)Email confirmations (incl. Sept 22)Proof of services Owner IDCustomer Answer
Date: 10/02/2025
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 and the matter has been resolved.
Sincerely,
***** *******
Initial Complaint
Date:09/10/2025
Type:Sales and Advertising IssuesStatus: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.
Today, September 10, 2025 I have been charged for a renewal of Pemium Plan on a website that has been dormant for all intents and purposes for the past year. Cash Recovery is now closed and I am not sure if it will reopen. I did not give my consent to the renewal although that seems to be set "on" automatically. I did not see any of the supposed emails sent to me regarding the renewal. Wix failed to provide adequate notice and opportunity to cancel before charging me. This constitutes unfair business practice and is prohibited deceptive and unfair billing. Wix refused to refund the money for a subscription which is not going to start until September 24th. Wix refused to refund for an UNUSED service. That is a breach of good faith and fair dealing. Retaining funds for a product or service that provides zero value to the consumer is unjust enrichment. Wix must refund the money. I contacted Wix customer service today, immediately after the charge hit my account and explained the situation. Wix refused to provide relief siting internal policy. Company policy does not override legal consumer rights. I am requesting BBBs assistance in securing a full refund of $348.Business Response
Date: 09/19/2025
Hello and thanks for reaching out. We see that our colleague ***** has been in touch via ticket ********* to confirm the submission of your refund request.
Please see their latest email for more information.Customer Answer
Date: 09/19/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Thank you for this response. Yes I did receive an email from ***** on September 11th. I am quoting below the exact language.
"Although your case is outside of our refund policy, I can confirm that it has successfully been submitted to our system on 11/09/25 as an exception considering the circumstances. You should be notified via email once its approved. It may take up to 45 business days. "
The email clearly states that ***** did submit my case which is fine. But it also states that I have to wait up to 45 days to know whether it has been approved and whether WiX will issue the refund. This is not acceptable. Either tell me right now that the refund has been approved or we continue to have a dispute. The language of the email does not resolve my case as it does not clearly state that I will be refunded the money.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ***********
Initial Complaint
Date:09/05/2025
Type:Product IssuesStatus: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.
Wix has been holding a Wix payment payout in the amount of over $8000 for well over a week now. My customer paid an invoice on August 27 and now it is September 5. Not only have I submitted ALL of the documents they have requested in order to comply with their verification process, but I keep getting asked to provide additional, frankly, intrusive and arbitrary information, like a selfie of yourself holding your government-issued ID. I mean what?! That is a bizarre and ridiculous request. I have two tickets open currently as of August 31; one escalation to a supervisor ticket, which has gone unanswered, and one for the compliance team, supposedly flagged as a priority. I have received no resolution regarding either nor anytime timeframe on when my payout is expected to be released. I also have transcripts of every chat log with each customer service *** to back up my claims.This is negatively impacting my business and preventing me from continuing operations. This needs to be resolved immediately so that I can continue to conduct my business professionally and appropriately, and without financial worry. Also, I'd like to note that Wix took their 3.7% processing fee out of my customer's total payment already (totaling over $300!). So they took their percentage of money from my customer, but they will still not disperse my payout to me. Totally unacceptable. The funds on hold need to be released immediately. That is the resolution I am needing.Business Response
Date: 09/18/2025
Hi there. We see that our colleagues have been in touch via ticket ********* and confirmed the release of your pending payouts. Please see their latest email for more information. Thank you.Initial Complaint
Date:09/05/2025
Type:Service or Repair IssuesStatus: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 disputing this charge from the website hosting company Wix. I have been with Wix for many (10) years and on August 13th 2025 they charged my card $840 for my renewal. They did not send an email or any other notification that this was going to be charged, that it was due, or a receipt. In the past I have only paid $261.05 or less for a two year plan.When I spoke with the company last Wednesday they told me that they raised the prices and added some services. I have been using Wix since 2015 for my site hosting and have never paid this large amount for any of my 5 websites. In fact, if I was aware that it was this costly I would have never opted to renew or began an account with them in the first place. I am completely shocked. They offer a 14 day cancelation policy but for some reason my type of account is not eligible, per the technician I spoke with Wednesday. I am asking that this charge be reversed and credited back to my account permanently. I would also like my card removed from their portal however they do not allow me to do so. I no longer trust this company and am making efforts to move my 5 websites to another company. It is unethical to not disclose price increases this large. I have no contract with them agreeing to pay this amount.Business Response
Date: 09/18/2025
Hello. Please provide your Wix account name and support ticket number so we can follow up on this for you.Initial Complaint
Date:09/04/2025
Type:Service or Repair IssuesStatus: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.
Initiating on 31 Aug/1 sept there was intermittent downtime with our website. We attempted to "republish" per the help guidelines. We then had a complete crash of the page and reached out to the domain host which stated this was an issue with Wix as it was appropriately set up on their end. The process to reach wix has been exhausting and a waste of time to date. It appears that there is an issue with DNS propagation, however it is unclear specifically what is causing that. While there is a currently quantifiable loss in revenue, we are seeking for wix to actually have someone help us fix this issue. I have attached screenshots of conversations where the ** bot caused a failure to submit a ticket, where an alleged live agent was not in any way grasping the issue, and we are now multiple days into this with no way to really resolve or even know what the issue is. It is affecting our entire business operation now leading into $1000s of dollars lost in revenue.Business Response
Date: 09/18/2025
Hi there and thanks for bringing this to our attention. We can see that the domain in question is currently online. Are you still experiencing this issue?Initial Complaint
Date:09/03/2025
Type:Product IssuesStatus: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.
I have reached out to WIX customer service regarding a premium branded app renewal. I've chatted in with a *** who told me I needed to work with a specialist who only does email and I cannot reach via phone. I reached out the day of the renewal and two days before the charge posted. I've cancelled the subscription and requested a refund. This is also within the refund policy as confirmed by a *** via chat. I was then told it was not in the refund timeline by this specialist over email. I'm frustrated because there's nobody I can talk to on the phone. The charge is WAY more than we can afford/was unprofitable to us and we've had issues with our bank because of this. I'd like the refund posted ASAP. I've had nothing but a horrible experience with customer service. I feel they are just pushing me around in circles until I give up. I can attach any and all correspondence. This is all within their refund policy.Business Response
Date: 09/17/2025
Hello and thanks for reaching out. We have located your support ticket (*********) and can see that our colleagues have assisted in providing a refund for this subscription as a courtesy.
If you have any further questions regarding this, please follow up directly with our colleague via the existing email thread.Customer Answer
Date: 09/17/2025
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 and the matter has been resolved.
Sincerely,
***** *********
Initial Complaint
Date:08/28/2025
Type:Sales and Advertising IssuesStatus: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.
August 7th 2025 they charged me for a subscription I do not use and had cancelled on the same date! $525.00. I cancelled the subscription due to them having lots of scams and not helping with maintaining the website I had created via their website. They have informed me that I would have to complete a form for a refund process to be reviewed and that this review takes up to 45 days! Thats not the only problem that specific department is only reachable via email. No one can tell me via phone or email the exact status of the refund or even if these people have seen my form! They took money away from my account without warning. I want my money back and they need to shut down that company.Business Response
Date: 09/08/2025
Hello and thanks for reaching out. Unfortunately, as clarified by our colleagues, this refund review process cannot be expedited any further.
However, the team will notify you directly via email once they have an update. At this time, there is nothing further we can do regarding this matter.Initial Complaint
Date:08/27/2025
Type:Product IssuesStatus: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 signed up for a premium yearly plan with Wix last year when I had lost my job and was looking to find a new job in my field. Now, a year later, I have had to completely switch career paths and revert back to working a minimum wage job to make ends meet. I no longer need this website for my portfolio and to be honest had completely forgotten I made it in the first place. I received one singular email from Wix letting me know about the renewal which I unfortunately missed. I requested a refund for the 348 dollars that they charged me for the renewal but they are telling me I need to wait 45 days to hear a response from the team and then even longer to actually process the refund. I spoke with two customer service agents and the second more advanced one told me that the refund reviews team is completely separate from customer service so there is nothing they can do about it. For a charge this large, there should be a way to bypass that 45 day waiting period. An individual like myself cannot afford to loose such a large chunk of money.Business Response
Date: 09/08/2025
Hello and thanks for reaching out. While we understand your frustration, as clarified by our colleagues, this refund review process cannot be expedited.
You will receive an update by October 20th at the very latest.Customer Answer
Date: 09/08/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
I need a further explanation as to why this process cannot be expedited.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ******
Initial Complaint
Date:08/26/2025
Type:Service or Repair IssuesStatus: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 received notice from the company on June 6, 2025 that my Premium website was up for auto renew. That same day I went into the app to cancel my account in its entirety. I received an email directly after requesting my account be deleted of all its data that somebody would be in touch and it could take 24+ hours. I never heard a word from the company and on July 22 my account was charged $750 for the auto renewal and when I contacted Wix they claim that their terms of use state that I had to log into my account and cancel autorenewal so refunds were off the table. I clicked cancel my account on June 2, 2025. It shouldnt be a two step process, they claim somebody named Georgia emailed me on June 22nd asking for my ****** info. What that information has to do with my account being deleted is beyond me. I have still received no resolution from Wix. ****** received a dispute from me on August 4th and on August 19th updated that the case was resolved in my favor, however they claim its the responsibility of my financial institution to recover the money which the financial institution denies. Bottom line is Wix has blantantly stole money from me for this service. Wix also cancelled my subscription due to a chargeback so I have been charged $756 for a service I am not even receiving? A company this prominent and basically virtual to not have proper customer service structure built into their company is cause for review and should be categorized as fraudulent.Business Response
Date: 09/08/2025
Hello and thanks for reaching out.
We have reviewed your past correspondence with our colleagues and would like to clarify this matter further for you.
With regard to our colleague Georgia's email sent on June 20th requesting your ****** information, this was requested to verify the billing information of your account in order for the team to proceed in closing your account.
The reasoning for this was also outlined in the email she sent you on June 20th via ticket thread **********. Unfortunately, however, you did not reply with this information, so the team could not proceed in closing the account.
You then spoke with several of our colleagues via ticket ********** regarding a requested refund, and filed a chargeback for the recent subscription renewal.
At this time our colleagues are awaiting an update on the status of the chargeback as it still appears as pending our end. We have requested for the team to get in touch shortly to provide the current status of the matter, however.Initial Complaint
Date:08/21/2025
Type:Service or Repair IssuesStatus: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 been charged $25.98 every month for the last 10 months by a company called Wix.com. I do not owned or currently own an account with that company. I have veryfied the information through their automated system, several of their customer service *** contacted me yesterday and I validaded the fact that I have never issued any of their services; furthermore, they denied any access information for the account I pressumetly own and pay for. They ask for personal information and credit card info on each encaunter either by phone or email. I do have all the proof through the communication by email and screenshot of their website validating that no account is under my name. I have contacted the credit card institution to block and stop the payments for this merchant which also denied to cancel any active subcription.Business Response
Date: 08/29/2025
Hello and thanks for reaching out. We see that our colleagues have requested specific information regarding the charges you have received, but you have not provided this information.
Please provide this requested information so they can continue to assist you regarding this matter. Thank you.
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