Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/26/2024

  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.

  I have been with Network Solutions for 25 years. Last year I was trying to host a word press site and it took them over a month to work out a simple SSL certificate issue. Because of their poor response and poor customer service, I decided to transfer my domain names from network solutions to another provider. I called in on 4/25/2024 to get the authorization codes and was told that their "back office team" (the same ones that took over a month to resolve last year's issue) had to issue the codes and that it would take up to 3 business days. I spoke with a manager and relayed my concern, and she escalated the ticket (#E-66271) and contacted the back office team. She said she thought the codes would come in a day. So I called back on 4/26/2024 at 7:30 am Hawaii Standard Time and spoke with someone named ****. She said that there was an error on her panel and that it would take 3 days to resolve the ticket and that someone was working on it. I clarified that someone was probably "assigned" the ticket but not working on it. She said there was nothing she could do and that I just had to wait. When I told her this poor service was why I was leaving Network Solutions she said "That's ok, you already decided to leave." Frankly, I was shocked. When I asked to speak to a manager and that I was upset at her attitude, she there wasn't a manager around. When I pressed her to transfer to me to a manager, she admitted that there were managers available to speak with me. She then tried to tell me that it was my "destiny" not to be with Network Solutions. I said no, this was a customer service issue. She then tried to get me stay with Network Solutions at a lower cost, but I declined. After waiting on hold for ***** minutes, she offered to have a manager call me back, and I agreed. So far, I've not received a call. First, I think I need an apology for this CSR's behavior. Also, I'd like my codes ASAP, not in 1-2 months like last time, and I want assurance of that.

• Initial Complaint

  Date:06/07/2023

  Type:Product 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.

  Account # ******** Date of Transaction: 04/11/22 Amount $302.49 Services for Web Hosting 2 Domains, Website Migration from ******** to NetSol, Emails, 2 SSL Certificates, and Constant ********************** We purchased a package deal for web hosting services, we paid for Network Solutions to migrate our ******* website from ******** to Network Solutions. The website is still not working and they keep trying to charge additonal fee's to resolve the issue. There was nothing wrong with the website before they movd it from ********. This is our main corporate site which has never gone down and it was completely down for almost two months and now it is hardly working. Our emails were down for the same amount of time, and the ******** ******* Email Marketing does not work. They said it was a legacy service that they used to offer but does not offer anymore, yet it is on their website to sign up for service. To top it off the 2 factor identification does not work when sigining in, so I have been locked out of my account for the entire time that I have had the service. I have complained and tickets have been issued to disengage the 2 factor identification, yet nothing happens and every time you call back, they say the ticke has been cancelled. I have requested to speak to a supervisor multiple times to no avail, and I had to get their address throgh BBB. There is something wrong with this company, they are taking peoples money and not providing services unless you pay additional fees which were not disclosed before taking my money. I wish to cancel this service and I am seeking a full refund for the great amount of time I have lost, the embarassment of our corporate website being down, and the mental anguish of being on the phone multiple hours of the day trying to get help. I have made countless phone calls to this company, you can never speak to management, and they refuse to give their address. Is this an American company?