Complaints

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

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  Volusion, LLC

  1835 Kramer Ln Ste A100 Austin, TX 78758-4289

  
• 

  Volusion, LLC

  6504 Bridgepoint Parkway Suite 125 Austin, TX 78730

  

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:05/12/2025

  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.

  Zero customer service. They do not care about your site or any problems you may be having. I've been trying to edit the *** code on my website for probably a year now to no avail. Every time I try to save a change, the code reverts back to the original code. I've reached out to Volusion MULTIPLE times and they always have the same scripted responses saying they're "working on it" or they "have no updates". They have done absolutely NOTHING to help. The Style Editor hasn't worked in years so I can't make any edits on my site regarding the layout, text, style, theme, etc. I've asked for a refund for services that are supposed to be included with my monthly payment yet never work. Of course, they continue to say they'll get back to me with any updates. There are never any updates, customer service is useless (and the agents can be very rude) and features that are paid for don't even work. I've been putting up with them for 12 years and I'm finally at my wits end. I'm now looking for *************** looking back at emails, I've been attempting to get help since December of 2023. I believe it's been going on longer but my emails don't go back any further. I want half of my monthly payment refunded to my account for the unavailable Style Editor feature and for the trouble Volusion has caused me by not providing a resolution to my problem.

  Business Response

  Date: 05/13/2025

  Hello,

  Thank you for reporting this to Volusion. We understand your frustration with the Style Editor not working and apologize for the inconvenience.

  The Style Editor is a legacy feature with limited capabilities and is currently under review, which may lead to its deprecation. In the meantime, we recommend two effective alternatives:

  a. File Editor for best results, use this feature in Chrome and utilize the hard refresh after saving- which will be Ctrl+F5 on the page for PC, Command+Shift+R on Mac.
  This feature, allows full customization using HTML, CSS, and JavaScript directly from your admin dashboard.

  b. Site Designer Our free, upgraded tool that offers a drag-and-drop interface, custom CSS options, and the ability to design in a sandbox mode before publishing.

  As a valued customer, we have provided a refund of $185.12 (the cost of 2 monthly payments) for the inconvenience. Please let us know if youd like help enabling Site Designer or using the File Editor.

  Best regards,
  Volusion

• Initial Complaint

  Date:03/03/2025

  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.

  Volusion LLC. charged my credit card without authoriztion from 2018 to 2022. They only refunded 2 months of billing.They refuse to tell me how they got my credit card number. They have many other complaints/reviews that reveal the same scams!!!!!!!!

  Business Response

  Date: 03/03/2025

  In reviewing our account records, we show that an order was placed for an account with ********************** on October 18, 2018. This order was placed online by someone with ********* credit card number. The service that we provide is e-commerce (shopping cart) software to run an online store, and it's billed on a monthly basis.  We do not monitor stores for usage, so as long as someone's account is open, they are billed monthly for the fees.
  
  In some cases, it's possible that the credit card used is used fraudulently if the card number was compromised at some point and someone else had the card number to use.  That may be what occurred in this case, since ******* did reach out to us in July of 2022 inquiring why their card was being charged as they did not recall purchasing our services years before in 2018.  We responded letting ******* know that we refunded the last 3 charges for $29 and that there would be no further charges since ******* advised that it was not something she signed up for.  This refund was done as a courtesy to her, but we were not able to refund anything further since we did provide service.
  
  While we do understand how frustrating it is to have your card used fraudulently, it is something that we would have needed to be notified about as soon as the charges started occurring, so that we could have rectified the situation right away.  Either that, or ******* could have reached out to her bank when the charges started to advise that the payments were not legitimate so that a fraud chargeback could have been initiated and charges stopped.  
  
  We are not able to refund any further fees in this situation and we suggest reaching out to the bank where the card was issued to see if anything further can be done.  We apologize for any frustration this may cause.

  Customer Answer

  Date: 04/16/2025

  Complaint: 23013839
  
  I am rejecting this response because:Volusion has not given me the name of the company that used my credit and was unauthorized!!!!  When did this service actually stop?!!! Volusion must supply me with this information.
  
  Regards,
  
  ******* ******

  Business Response

  Date: 04/16/2025

  When a credit card is used fraudulently, like it appears to have happened here, the person doing this has the credit card information and enters it into our payment system at the point of purchase.  If the payment is authorized by the card issuing bank, then the account is set up in our system.  That is what took place here.  We do not know who initiated the charge since it was done fraudulently, but I have provided the attached screenshot that shows the information we were given at the point of purchase.  This is the only information we have available.

  As stated in my previous response, when something like this happens, it is in the best interest of the actual cardholder to notify their bank of any fraudulent purchases as soon as they begin so as to rectify the situation as soon as possible.

  I am sorry that this occurred and that your credit card was used fraudulently, but we have no control over who places orders for our services online.  It is the responsibility of the credit card holder to notify their bank or the institution charging the card immediately so that the issue can be resolved quickly.  Since no one advised us until 2022, we weren't able to stop the charges until then, which we did immediately, and we even refunded 3 months as a courtesy to you.

  Unfortunately, there is nothing further we can do in this scenario, but hopefully the information in the attached screenshot of the information we were given when the account was set up will be useful to you. 

  Customer Answer

  Date: 04/23/2025

  Complaint: 23013839
  
  I am rejecting this response because: I am asking that more information be provided.  How long was the web design service used from Volusion during the time I was charged?  Show me what service they were involved with during the years from 10/20/18 to 12/2022.  If the service as not used, then show me the dates.   The money should all be refunded. I expect a quick response and attention to this complaint.   I also have reviewed the many other complaints on the BBB site from people that did not sign up for this service AND WERE CHARGED!!!!!!!!! These are repeat BAD BUSINESS PRACTICES.  The BBB should downgrade Volusion's rating.!!!!!!
     
  Regards, 
  
  ******* ******

• Initial Complaint

  Date:01/07/2025

  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.

  Volusion disconnected my payment gateway provider with no notice to me and on top of it, when a customer of mine had an issue using a credit card, I contacted Volusion back in October and they said everything was fine and that the customer must have a bad credit card. Turns out that was untrue--they should have told me I had to update the payment gateway. I have lost $500+ in revenue, have paid Volusion $124 and in return they did not provide a service but instead made choices that have destroyed my ***utation with 5 customers. Nobody will help. I was told someone would call me today and nobody has called. My business is hanging in the lurch. I am so upset. I do not understand why Volusion is doing this. I have been a customer of theirs for several decades. I want a full refund of the $31/month I paid for 4 months with ZERO services (unbeknownst to me despite my contacting them back in October when the issue first happened which is all documented). I am attaching a screenshot their *** shared with me today (an unhelpful chat ***) and documentation of lost sales to good customers.

  Business Response

  Date: 01/07/2025

  Hello *********,
  
  Thank you for reaching out with this information we appreciate you bringing this to our attention. Upon further investigation, I was able to find that you spoke with our Customer Support Staff yesterday (1/6/2025). All the information you shared with our staff as well as the emails, have been noted under your case. Our team member also has submitted the compensation request which is currently under review. Please be on the look out for a response from our Billing team regarding your compensation status. Additionally, our Payments team will be reaching out to assist you in connecting the Volusion Payments through ******.
  
  We do apologize for the situation we find ourselves in today and hope to rectify the situation as quickly as possible. Thank you for your patience, please be on the look out to hear from Volusion's Billing Team and Payments Team regarding your current pending issues.
  
  - Best, Volusion Support.

  Customer Answer

  Date: 01/08/2025

  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.  

  Volusion did call and resolve the issue.  I am still very disappointed it happened to begin with.  I lost $500+ in business and the trust of customers (a few existing and two new customers that will probably never return).  I work very hard to have a small business and it was not right for Volusion to disconnect the payment gateway without reasonable warning with a clear action item.  I hope they refund me the $31 I paid them over the last 4 months for a non-functioning website that only served to harm my business.  I pay for a website to conduct and grow business, not destroy it.   I am sure Volusion will refund the $124 and force me to accept the $500 loss which is why I will be moving to another company for website hosting when I relaunch my line with new packaging.  Volusion has not been consistently good (some great people there but many others who are not helpful).  I cannot accept Volusion setbacks to my business anymore (which seem to happen every few years, causing major disruptions).
  
  Regards,
  
  ********* Komeshian

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair 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.

  Will not provide support to resolve an ongoing "reset password" issue. I am locked out of my own Volusion account that I pay a monthly service fee of $31 for (and have paid for over a decade). This company does not provide service. They continue to ignore my requests helps and I am unable to log into my account to conduct business, they know this, and are doing nothing. Their systems prompts me to follow a process to reset my password and doesn't work--this has gone on for years which causes me to have to stop my hard work, contact Volusion Support, and ask for a special way to accomplish this. Usually it takes a day but now it's taking several days with no help in sight. This is unacceptable so I am asking that they refund me for ***** or adjust my bill for the time I am unable to conduct business on the website I pay for which is only fair. This is ridiculous.

  Business Response

  Date: 04/26/2024

  Hi, 
  
  Thank you for reaching out to us.
  
  We sincerely apologize for the inconvenience caused by the password reset issue and for our delay in responding to your emails with assistance.
  
  Upon review, I see that one of our team members attempted to contact you yesterday (4/25/2024) to address the concerns raised here. Regrettably, we were unable to contact, but I can confirm that they forwarded information regarding your request to the email address: ************************.
  
  After careful consideration, we have decided to waive your hosting fee for May 2024 as a one-time courtesy.
  Regarding the password reset issue, we are actively working on significant improvements to prevent similar occurrences in the future.
  
  However, should you encounter another password-related situation, please don't hesitate to reach out to **, and we will waive any associated phone call fees. Ways to connect: ******************************************
  
  - Best regards,
  
  Volusion Support

  Customer Answer

  Date: 04/29/2024

  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.  I don't really think it's a good response but I am willing to let this go.  Overall, I was locked out of my account for several days and nobody helped.  It's not okay to say "well someone tried to contact you..." Yes, someone FINALLY tried to contact me after I resolved the issue myself (and after being locked out of my account for several days).  I don't know what is going on at Volusion but you have to fix your password reset glitch once and for all--this happens every time I have to reset my password and usually I can get help to do so on the same day...now it's several days.  
  
  Regards,
  
  ****************************

• Initial Complaint

  Date:04/12/2024

  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.

  Last year, my Hot Tub *********************** acquired another company with two active volusion websites. One site, established around 2012, generated $1.5 million in 2013, while the second site, built in 2014, made $212,000. Combined, they reached $1.3 million in total sales in 2014. By 2023, sales dropped to $361,000 total both sites. The decline in sales over the years was due in my opinion to newer competitors like Big Commerce offering superior technology compared to outdated platform Volusion. Unable to modernize the Volusion sites after attempts to do so, I migrated the main site to Big Commerce. After moving, I tried to downgrade my ****** a month Volusion plan to ***** , but they insisted on a higher rate based on previous sales which is now zero. I planned to keep the site but make it more specialized since much of the information was already there and we needed the site to remain there until we could get information off of it for our new store. Eventually, I managed to reduce the plan for the smaller site from ****** to *****. However, post-reduction, the site experienced technical issues, which Volusion claimed were due to something we have done. We have not altered any files on the site we have only done what we have been doing for almost a years now and that is updating pictures and information to try to make the site better and well more. Their ************ is saying we need to pay for repairs and we did nothing to damage it. The responsibility of Volusion as with any other platform is to keep the site running and maintain the database. I believe they have sabotaged this site because I have complained about the way I have been treated and downgraded the plans. In Big Commerce nor Volusion is it not even possible to damage files as that is a function of the site not the user. We have never had any issue like this unless the downgrade. The downgrade took place n ****** and now the site is not working correctly.. Coincidence? I think not!!

  Business Response

  Date: 04/22/2024

  Hello *****,
  
  Your thoroughness in this report is greatly appreciated. Upon further investigation, it was discovered that you reached out to Support on April 11th, 2024. During this interaction, you received assistance from multiple agents, as well as your assigned Client Success Manager. This resulted in the team issuing a ********* Restore ticket, with a specified SLA timeframe of 1-2 Business days. Fortunately, the team successfully addressed the ticket on the following day, April 12th, 2024, restoring data/access to the products table to its intended functionality. Subsequently, the case was considered resolved, and you were informed via email at *********************** referencing case number: 00837095.
  
  We regret any inconvenience caused by the inability to access the products table during those two days. Upon notification of the issue, we mobilized multiple agents and coordinated efforts across various departments to swiftly restore your data and access. It's important to note that there was no malicious intent associated with your site downgrade. We are dedicated to providing exceptional customer experiences through a responsive and friendly service team. We believe our handling of this situation reflects that commitment.
  
  With that being said, if you are experiencing any active issues please reach out to our support team and we will be glad to further assist you. ******************************************
  
  
  -Best,
  Volusion Support

  Customer Answer

  Date: 04/22/2024

  Complaint: 21565139
  
  I am rejecting this response because: While one issue has been addressed, another remains unresolved. The matter concerns my migrated store on Big Commerce. I intended to retain the store and explore alternative options while remaining a customer. Specifically, I sought to downgrade to the $79.99 option, akin to my other store, as future sales prospects are limited unless I reopen under a different name. Initially, I planned to transfer the store to spapumpwarehouse.com for this purpose. However, my interaction with the representative, *****************************, was disappointing. She insisted I pay $750.00 monthly until August, citing a contract which I later found to be non-existent. Following my clarification, she apologized and offered a downgrade to $299.99 or $150.00 per month for data only, both of which are unreasonable given the significant expenses I incurred migrating to a superior platform due to Volusion's poor quality. Consequently, sales on the store dwindled from $1.5 million to $300,000. I wish to remain a customer but find these options financially burdensome. The disparity in pricing compared to starting a new store at $79.99 per month is unjust, considering my previous sales. I request the $79.99 per month option.
  Regards,
  
  *********************************

  Business Response

  Date: 04/24/2024

  Hello *****,
  
  Thank you for your response. The store in question, spapumpwarehouse.com, does have an active contract on file that was signed in 2020 by a previous person, *******************. It was never determined that the contract was nonexistent.  However, ******* did advise that she was able to work with the billing manager and her supervisor and make an exception, and said that you would be able to downgrade your plan.
  
  When it comes to our plans and the way they're structured, we base eligibility of these plans on the previous 12 month rolling *** (gross merchandise volume - or the sum of all transactions) that has been processed on the store.  This is the same across the board for all of our customers.  Because of this, and the fact that the Volusion store for spapumpwarehouse.com has a *** that is within the threshold for our Business plan ($100K to $400K 12 month ***), that is why you were told that you could only fit in to the Business plan, which is $299/month, or $150 if you were going to ************* plan.
  
  If you were to open a new store, you are correct that you would be able to sign up for the Professional ($79/month) plan, as it would not have a 12 month transaction history so it would fit within the threshold of the Professional plan's limitations.  But because the spapumpwarehouse.com Volusion store has a *** history for the last 12 months that is in the Business threshold, it must be on a plan that it will fit in to. Our pricing page (******************************************) goes over these plan limitations as well and it mentions that it is based on a 12 month trailing basis.
  
  I am very sorry for any frustration, but the most we can downgrade your plan to due to the *** on the store is our Business level plan. For now, the plan has been changed to Business ($299/month), but if you wish for it to be on the ************* plan at $150/month, please email our ****************** at ********************************** and they can make that change for you.
  
  - Thank you,
  
  Volusion Team

  Customer Answer

  Date: 04/26/2024

  Complaint: 21565139
  
  I'm declining this response because: *********************** company has gone out of business. The contract you're referring to was signed by ******************* two years ago in 2020, not by me. In this context, the word "contract" carries negative connotations. It baffles me when large companies like yours resort to using contracts to compel payment for subpar services. The logical approach would be to provide such exceptional service that customers wouldn't dream of leaving.
  I've observed the poor ratings your company has received on the BBB and online, suggesting that your focus should be on improving your platform rather than attempting to exploit individuals who are trying to salvage something from a failing website. I never entered into any contract with your company, nor do I intend to. Platforms like Big Commerce thrive without contracts because their quality speaks for itself.
  As part of my business, I create videos, and I intend to create one to warn other e-commerce professionals about your company's predatory practices. It's ludicrous that you insist on charging me $299.99 per month for a website that generates no revenue, instead of accepting $79.99 and allowing me time to rebuild it. Frankly, I doubt the site can be salvaged given its antiquated features, such as the ability to upload only one picture at a time.
  Despite the site's shortcomings, we still require some of the information it hosts, which has been there for 12 years. You've profited from this site for over a decade, far exceeding any reasonable compensation. To reiterate: Volusion's practice of holding individuals hostage, even after profiting from their services for years, is unacceptable. My advice to others: steer clear of Volusion run, don't walk, away from them!
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:03/11/2024

  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.

  They have forced me off of Stripe as my payment gateway/processor to use their "volusion payments" gateway a service I did not want to sign up for or wish to use, it was a forced conversion issue. Despite that I have submitted at least 3 times to them through their website as well as on the phone my business and personal information they are requiring to set up this service and have spent HOURS with them on the phone on an issue that should not be an issue. They accepting my money for orders on my website, and will not send me the funds. They are now holding THOUSANDS of dollars away from my business account FOR OVER TWO WEEKS and falsely claiming it's because I have not provided my EIN/SSN even though I have, multiple times provided it to them!

  Business Response

  Date: 04/04/2024

  Hi *********************,
  
  We appreciate your outreach to Volusion.
  We sincerely apologize for the delay in getting back to you.
  
  I have gathered additional information about your account related to otakufuel.com. The account was approved on March 11, 2024, and payouts have been set to automatic/daily from that date onwards. Our team last communicated with you on March 12th, 2024 regarding payouts, as confirmed by case number: ********. Based on our records, our Volusion Payments team has addressed this matter. 
  
  If you have any further questions or concerns, please don't hesitate to contact us, and we'll be happy to assist you further: ******************************************
  
  -Best,
  Volusion Support

• Initial Complaint

  Date:08/28/2023

  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.

  I have had this company as my small business's web hosting platform for 5 yrs. At the end of Dec 2022 I had to close my walk-in store to take care of my parent's health issues. I placed my business account on hold as my financial advisor directed me to do. I continued to pay Volusions monthly fee of $85 even though I was not open....and had no revenue coming in. At the end of May I re opened my online presence and had a customer order on June 8th. I promptly shipped the items and waited but noticed that I did not receive the funds. I checked with Volusion and they advised they needed a letter stating my account was in good standing because they had placed a hold on it. I explained that I had placed it, but they still wanted a letter. I contacted the bank and got the letter sent via email that day. Another week went by and I heard nothing, so I called again. Now they were telling me that the letter was not good because it had not used the wording " account was frozen" by customer. Now they wanted me to use a new payment platform called stripe, and once I applied for that, they would wire my money to my account. I told them I was not comfortable with this and did not wish to do so, please just reopen my account so that I could receive my funds. At this point I had gotten two more orders. This money was also held by Volusion. I finally applied for Stripe because they said I would receive the funds they owed me via a bank wire to my original account. Now they are saying that I have liens against myself and my business. I contacted the Atty general office, and there were three from years ago that were taken care of back then. They sent me the letters stating so which I forwarded to Volusion.... but now Volusion is telling me there must be others although I have checked all avenues, and this is incorrect - but the bottom line is- this has NOTHING to do with them sending me the money from my business. They have no right to withhold my money when there is a perfectly good account attached to my business. I want the money that they owe me put into my account- and not by a check that will take 9 weeks as they stated to me. They are trying to force me into signing up for a payment platform that I do not want, by using my money as leverage. This practice should not be allowed. This process has now gone on almost 12 weeks now. I have been more than patient. This company should not be allowed to do business like this.

  Business Response

  Date: 08/28/2023

  Hi there,
  
  Im sorry youve had a frustrating experience. I see we explained to you that your bank rejected the debit attempt for the February fee for the Volusion Payments account since you werent receiving deposits. We sent an email on 7/18/2023 explaining the reason code your bank gave for the rejection was Account Frozen. This return reason code means that the bank account we were trying to collect from was frozen because of the ****************************** Institution, or by some sort of legal action against the account holder.  In order to be compliant with Nachas rules, Global Payments is not allowed to submit any type of *** to your bank account unless we receive a bank letter signed by a bank representative that confirms why the debit was returned, that the bank account is no longer frozen, and what was done to resolve it.  
  
  We received the bank letter you sent on 7/28/2023 backdated March 20, 2023, that did not meet the requirements that we outlined in our email. Since you were unable to obtain a current bank letter with our specified requirements, we provided you with the option to apply for a new Volusion Payments account powered by Stripe since our new service has the technology to check the bank account that has the *** issue. When you set up the new account, you provided a different business name and bank account than whats on the current account, so the checks to the existing bank account werent completed.  In addition, our underwriting team found three tax liens against your business and one tax lien against yourself.  We asked you to send documentation that shows all four tax liens were paid/resolved to confirm the state wont require Volusion to send your funds to them to resolve a balance. We provided you with the filing numbers, as well as the case numbers for each lien to give to the county clerk's office and we received documentation that three of the four were resolved.  Since both the consumer report and the county clerks public database search on their website list a fourth lien against you, we still require documentation that one was paid.
  
  The funds from your sales are being held in a reserve account.  Per paragraph 15 of our **** Services Terms and Conditions listed at *********************************************************, the funds can be held up to the expiration of any potentially applicable chargebacks. ****holders generally have up to 120 days to initiate a chargeback, however, we will complete a review 30 days from the date of the last transaction and update you by email.  When we determine the date to release the funds, they will be released by check if you havent provided us with the required up-to-date signed bank letter.

  Customer Answer

  Date: 08/29/2023

  Complaint: 20527097
  
  I am rejecting this response because:
  The business is not telling the whole story- my account that I had put a hold on sent a letter as they requested with the current date and the language they said they wanted. It was ignored.

  The attorney generals office was contacted and those three were the only liens that were on the business and my account and they were old/ handled . The attorney generals office sent letters stating the same. There are no other liens. ( this should have no bearing on my account that is set up and had always been used anyway )

  The funds were never held before - I always received my customers payments within a day or two. This is the businesses way of trying to legitimize what they are doing , which is just plain wrong. 

  Mailing a check that will take 9weeks they told me  is not appropriate or acceptable. Especially after I have already been waiting 12 weeks and they said they would wire transfer it " if I applied for stripe" which I did under protest. 

  
  Regards,
  
  *********************

  Customer Answer

  Date: 08/29/2023

  Complaint: 20527097
  
  I am rejecting this response because:
  

  
  The business is not telling the whole story- my account that I had put a hold on sent a letter as they requested with the current date and the language they said they wanted. It was ignored.

  The attorney generals office was contacted and those three were the only liens that were on the business and my account and they were old/ handled . The attorney generals office sent letters stating the same. There are no other liens. ( this should have no bearing on my account that is set up and had always been used anyway )

  The funds were never held before - I always received my customers payments within a day or two. This is the businesses way of trying to legitimize what they are doing , which is just plain wrong. 

  Mailing a check that will take 9weeks they told me  is not appropriate or acceptable. Especially after I have already been waiting 12 weeks and they said they would wire transfer it " if I applied for stripe" which I did under protest. 

  
  Regards,
  
  *********************

  
  Regards,
  
  *********************

  Business Response

  Date: 08/29/2023

  Im sorry we didnt provide precise details in our initial response.  We received the bank letter you sent on 7/28/2023 dated March 20, 2023.  We were unable to accept the letter you sent not only because it was backdated four months prior to being sent, but also because the reason code R16 (Account Frozen) is generally not used when a merchant requests debit attempts be returned.  This reason code is generally used when the ****************************** Institution freezes the bank account due to suspicion of fraud or by demand of the ****** of ******* Assets Control of the US Department of the Treasury.  We can accept a signed bank letter that is current, dated 8/29/2023 or later, and includes more details on why R16 was the return code and confirmation that all debits and deposits initiated by Global Payments will clear moving forward.  This letter needs to include the last four digits of your bank account number, the bank representative's typed name and title, their signature, and the date.  ******** letter needs to be on official letterhead and include the bank branchs address and phone number.  
  
  The reports that we obtained while underwriting your new account list three state tax liens against your business and one state tax lien against yourself.  We received the documents you sent for the three state tax liens against your business confirming they were paid/resolved.  The lien that we havent received documentation for is filing number 1763943.  We found the case number for the state tax lien against you at *****************************, which is a public website.  The case number is 2021 SL 02398.  Please contact the Common Pleas Clerk of Courts for Clermont County at ************ to obtain more information and request proof the lien has been paid/resolved and is no longer owed.
  
  I understand its frustrating for your funds to be held.  Since we are required to comply with Nachas rules, we are unable to submit an ACH to the bank account at this time and funds will continue to be held per the terms and conditions you agreed to.  Please see the first paragraph for the bank letter requirements if you wish to have funds released by ACH to the current bank account instead of a check when we have determined its safe to do so.  We can send you information and instructions through a secure message if you prefer to change the bank account on file, just email ****************************** with a request to change the bank account.   
  
  

  Customer Answer

  Date: 08/29/2023

  Complaint: 20527097
  
  I am rejecting this response because:
  This company knows exactly what they are doing, and I really  wish I had read the complaints with the BBB before I had signed up with them. 

  You state that I sent the wrong letter date- what you fail to include in your narrative is that the very same day I was told an older later would not suffice, I contacted the bank and had sent you a new one with that days date on it. I was then told after waiting another week that now the wording on the letter was not acceptable and instead of letting me know so that I could tell the bank and get it re written- i was advised I would now HAVE to switch to stripe. I was not given a choice as you make it sound- I was  told this was the only option. I explained I did not want to switch. I was told again that I had to. There are many recorded phone calls I am sure where I expressed displeasure in being forced to switch. I was told my money could not be released to me until I did. This is not how a business should behave. 

  I have never had funds held in the past . Ever. 

  You also fail to mention that I not only sent the letter stating what you wanted with a correct date once but also a second  time . This was never acknowledged as I was  told I had to switch to stripe. How you force a customer to go with another payment platform for their website that they have explicitly said they don't want, and then hold their revenue as hostage until they comply, is beyond me. I am sadly not alone- I read many other companies had the same complaint ( unfortunately after I myself now did ) so I can  only hope that BBB does look into that. 

  You also said I applied to stripe with another bank account and name . I have my other bank account because you would not accept the original one, why would I give you the same one you were refusing to use? As far as having a different business name, you know that isn't true. My business name is - Puzzle Pieces - A Sensory Sensation . Always has been. I dba - Puzzle Pieces to shorten it, but that doesn't change the name. 

  My request is the same as it has always been. Put the original bank account that you know is in good standing - the letter from my bank manager had all of the information you requested already - And put my money that my customers paid in good faith to my business 12 weeks ago into my account. I am paying taxes on funds I have  not even received. It's ridiculous. 

  I hope by reading this it saves at least one other business from being mistreated and bullied. 

   

  
  Regards,
  
  *********************

• Initial Complaint

  Date:06/23/2023

  Type:Customer Service 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.

  Customers can order on our online store - I do not get any details on their order - their credit card gets charged and I cannot write up an order as Volusion is not sending the order confirmation to me - this has been going on for days now.- I have called SEVERAL times and emailed support - trouble tickets are sent and NO ONE CALLS me to resolve. You cannot get a single person on the phone. I have been locked out of my website for 3 days. There are many reviews online with the same issues. After 40 years in business this is the worst customer service Ive ever experienced. Whoever heard of no live human to answer service problems.

  Business Response

  Date: 07/03/2023

  Hi there, 
  
  Thank you for reaching out. We are sorry for the inconvenience you have experienced when attempting to get in touch with us and hope to clear up this situation. 
  
  I've reviewed your message and found that on June 23rd you were able to speak with one of our customer support specialists to address the issues occurring with your site and get you logged in.
  From that conversation, you were successfully logged into your site by the end of that contact. I'm glad that was able to be accomplished. 
  Additionally, I've reached out to our Support Team to have them follow up regarding the case: ******** to address any follow up questions about DNS and see what else could be done to help prevent these issues in the future. 
  
  
  Lastly, as a reminder when reaching out to Support here are those steps: 
  call: ************** 
  Click 2 - existing Volusion customer
  Insert your customer support pin: ******* excluding any leading zeros and hit the pound key. 
  
  This Link breaks down different plan levels and support needs: 
  ***********************************************
  
  
  With that being said, please be on the look out for our call and if we miss connecting with you an email will be sent from ********************************** 
  
  
  - Best, 
  Volusion Technical Support

• Initial Complaint

  Date:12/14/2022

  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.

  This company stole money from me. I dont even know who they are but somehow they have access to my bank account and charged under ******************. The phone system is a joke. No one ever answers and it just redirects you with automation.

  Business Response

  Date: 12/29/2022

  Hello *****, 
  
  
  Volusion has been notified that there are fraudulent charges to credit cards and bank statements that use Volusion's main phone number in the charge description field for the fraudulent transaction. Please be aware that there has been no security incident within the Volusion platform. Volusion is not affiliated with these charges. The transaction description field is not always validated by credit card gateways, and we believe that the malicious actor making these fraudulent charges has included false description information to delay being tracked down.
  
  
  We recommend contacting your credit card issuer and/or bank directly to dispute any such transactions as they can follow the transaction identifiers back to the card processing gateway responsible for the fraudulent charge.
  
  
  - Best, 
  Volusion Support 

• Initial Complaint

  Date:09/01/2022

  Type:Customer Service 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 are trying to cancel our subscription since 2 months. the chat support does not work nor they pick up the phone. they are scamming customers. i am getting charged monthly non stop. please help.their website: www.volusion.com sustomer support number that does not work and keeps you in endless loop is: **************

  Business Response

  Date: 09/02/2022

  Hello there, 
  
  
  Thank you for reaching out. We are sorry for the inconvenience you have experienced attempting to get in touch with us and hope to clear up any confusion. 
  
  
  I've reviewed and reached out to our internal department and they will be reaching out to address and resolve your needs. 
  
  
  For additional insight when calling into the phone line: 
  call: ************** 
  Click 2 - existing Volusion customer
  Insert your customer support pin excluding any leading zeros and hit the pound key. 
  
  
  This Link breaks down different plan levels and support needs: 
  https://www.volusion.com/contact/
  
  
  With that being said, please be on the look out for our call or an email sent from ********************************** 
  
  
  - Best, 
  Volusion Technical Support

  Customer Answer

  Date: 09/02/2022

  Complaint: 17812928
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

   

  Hi.

  The phone number and email contact don't work.  It keeps you transferred to automated response.  There is no way to cancel the subscription unless you call them and they don't pick up. This is a serious scam. Please investigate.  Call the number and you will see how it is designed to scam.

  Business Response

  Date: 09/06/2022

  Hello there, 
  
  
  Thank you for reaching out. We take feedback very seriously and do recognize that the system does require steps and information like your Support Pin to have on hand. We also have plan limitations, for a breakdown please review this link: https://www.volusion.com/contact/
  
  
  With that being said, I've looked into your situation and found that you were able to connect with our Volusion team and they were able to assist you fully and take care of all your needs on September 2nd, 2022. 
  
  
  Once again, we do apologize for the inconvenience you experienced and wish you the best in your future ecommerce endeavors.