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dancingqueendc · 2 years ago

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Note that 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.

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Initial Complaint

12/13/2022

Complaint Type:

Problems with Product/Service

Status:

AnsweredMore info

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

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

12/06/2022

Complaint Type:

Billing/Collection Issues

Status:

AnsweredMore info

For over six months, I have tried to have Network Solutions unlock my domain so that I can transfer it. They required that I send a notarized version of a letter from the president of my organization, my divorce and marriage certificate, my drivers license and passport- which is absolutely crazy. They then said that they were processing it but then proceeded to lose all the documentation so I had to resubmit it. Then they lost it again. I told them I was not resubmitting it and that they had to release my domain. Last week, I called again after they charged my credit card for another year. They said that they would release it but I still had to pay. They still did not release it after I paid my webmaster to go thru the steps to transfer it. I have spent almost 50 hours on the phone with this company. They are a sham. My domain after all this has still not been transferred. I want it done immediately. I also want my time compensated financially and an apology.

Business response

12/16/2022

Response to Customer:

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 attempted to contact the client; however, they were unsuccessful. Upon our research we see that the transfer key was sent out on 12/6/2022 and 12/9/2022 without any error. We ask that the client contacts our support team via phone to assist with transferring domain if still needed. If the client has any further questions, please contact our support team and reference this case number: *********.

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

Initial Complaint

11/30/2022

Complaint Type:

Delivery Issues

Status:

AnsweredMore info

My email address is through my domain name. I have my license to my domain name through Network Solutions. On November 14, my license expired. On November 15, we re-upped my license. Network Solutions has not delivered the license to my email provider, which is Office 365. As a result, my work email and my paralegals' email have been down for 2 weeks! We have spoken with Network Solutions every work day for 2 weeks, and they are unresponsive.

Business response

12/01/2022

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 coordinating with our engineers to activate the product successfully. We have since reached out to the client and confirmed their **** licensing issue is resolved.

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

Initial Complaint

11/29/2022

Complaint Type:

Problems with Product/Service

Status:

AnsweredMore info

I have had to repeatedly call Network solutions to cancel billing on products I already canceled repeatedly before. I have had to call Network solutions repeatedly to cancel auto renew on products that I already cancelled auto renew on before several times. I have had to call Network solutions repeatedly because the representatives would not help me or hung up on me or refused to transfer me to a supervisor or transferred me to a random person instead of a supervisor, or because the automated phone message told me my call could not go through over and over again, or because the automated phone message system would not put me through but kept repeating the menu over and over again.

Business response

12/07/2022

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

Our support team attempted to contact the client several times; however, they were unsuccessful. We ask that the client contacts our support team via phone to cancel the services as requested. If the client has any further questions, please contact our support team and reference this case number: *********.

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

Customer response

12/07/2022

[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: ********

I am rejecting this response because: I have repeatedly explained to Network Solutions that I cannot hear well over the phone and they should email me with any question or comment. I am never, NEVER wanting to call them again.

Regards,

* ********

Business response

12/16/2022

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

We apologize for any frustrations our client has experienced regarding this complaint.

We can confirm none of our client’s products are currently set to automatically renew. We send our client’s notices of their products expiring, reminding them they do not have automatic renewal, as it is extremely critical in this day in age for products such as domain names, hosting, email to not be interrupted by lapse in payment, as this can be extremely business critical.

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

11/28/2022

Complaint Type:

Problems with Product/Service

Status:

AnsweredMore info

I found that I have been being charged $7.99 a month for over 2 years for nothing. I contacted your online chat service person and asked what and why I am being charged? They said it is for hosting services. I asked what domain name are you hosting for me, and got nothing, because there is nothing to host! I have no domain names with Network Solutions, so how could you be charging me for this service? I asked for a refund for this as you are not hosting anything and I was being charged for nothing. The representative told me that he would turn off the auto renewal so I would no longer be billed, and I said no, close the account. He said he can't do this and that I would need to contact your loyalty team during the week. He also told me that I am not able to turn off auto renewal, only he could. I asked for a copy of our chat communication, and he said he could not provide that. This is horrible service and very shady business practices. Please provide a refund and close this account immediately. Regards

Business response

12/06/2022

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

We can confirm that our support team has attempted to reach out to the client to work towards a resolution but they were unable to establish contact. Furthermore, the charge of $7.99 is for a DIY hosting package that was purchase on May 15, 2020, and our records indicate our support team disabled the autorenewal feature on November 26, 2022. Since we were unable to reached the client by phone, in order to authenticate the client to the account, we ask that they contact our support team, when available.

We sincerely apologize for any frustration or confusion this may have caused. Should the client need additional assistance, please feel free to contact our support team.

Sincerely,

New Fold Digital Executive Office

Initial Complaint

11/23/2022

Complaint Type:

Problems with Product/Service

Status:

AnsweredMore info

Hi, Cape Cod Modern House Trust is charged $3.71 on our credit card bill every month from them. I discovered we do not need this product. On July 28, 2022 I discontinued the service (after going through many "security" hoops). We continued to get charged. And we received a new notice to renew. I contacted them yesterday and was told they would send a verification code to my boss (whose email this account is associated with) and I could use that code to cancel. Today when I called with the code, they told me this would not work. I feel like it is a run-around, and people may just let a small charge like this ride. They will not cancel this, although I already DID cancel it.

Business response

11/28/2022

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.

With the complainant not being listed on the account, we can confirm they would not have the authorization to make any account changes as previously described by them. We have since contacted the primary account holder who met with the complainant and confirmed they would like to cancel the domain and the associated email address linked with the domain. We can confirm the cancelation has been processed successfully.

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

Initial Complaint

11/16/2022

Complaint Type:

Problems with Product/Service

Status:

AnsweredMore info

I own the doman name for my company *************************. I have been with Network Solutions (NS) since 2021. I am in process of switching my website and the IT guys from that company assisted me with changing the nameservers to theirs. I reached out to NS after a few days since the site was still not up and active. The tech guy told me it was the other companies fault and they needed to address some things. After 5 days and still not active or functioning I reached out again and NS still would not assist with the problem (which was on their side). I ended up going with a new company -Go Daddy- and while it takes a few days to transfer NS is now using MY domain name to advertise trips to Hawaii etc. I did not authorize their use of my owned domain name. I would like a refund for three months of past service due to bullying behavior and using my owned domain name without authorization. This is horrible business practices. See screen shot uploaded and attached to this complaint.

Business response

11/25/2022

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 are sorry to hear our client experienced difficulties updating their nameservers. Our records indicate our client was able to successfully update their nameservers to their new host on 11/09. Once a nameserver is changed from Network Solutions to a new host, Network Solutions is unable to modify your domain’s records. This appears to have been the problem our client was experiencing. Updating the domain’s DNS records after this move, would be on our client’s new host for their nameservers.

Our client, still experiencing issues with their domain, reverted their nameservers back to Network Solutions, but did not modify the DNS records once they switched back to point to a website, thus displaying a generic under construction page.

We cannot provide a refund for this product in question, as the product in question is a domain name, and our client is paying for the use of this domain with the governing body of the internet, ICANN. As this domain has since been transferred to a different registrar, there is unfortunately nothing else we can do in this matter. We wish our client all the best in their future endeavors.

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.

Customer response

11/28/2022

[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: ********

I am rejecting this response because: There was nothing wrong with the name servers. NWS makes it almost impossible to leave their company. I lost weeks of time due to a lock on some part of the transfer process. I had to transfer my domain to GoDaddy to get the nameservers working properly.

Regards,

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

Business response

12/06/2022

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 revisited our client’s concerns.

The cost that is paid for a domain name is for use of this domain name in the domain name registry. Unfortunately, as our client has transferred their domain name from our organization to another company, we cannot provide any compensation as a customer gesture.

We want to apologize for this experience and wish our client ******** all the best in future business endeavors. 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

10/17/2022

Complaint Type:

Problems with Product/Service

Status:

AnsweredMore info

A little over a year ago, i found out i was being sent overseas. I got online, contacted Network Solutions and was assured by this company that i was having my payments put on hold while i was away. 13 months later, i come home and start checking up on things only to find out i've been charged 49$ a month, every month. Nothing was put on hold like i was told it would be. I understand the no refund policy for auto renew, but this is different. This was the companies mistake, not mine. They charged me after i contacted them and had them stop it. THEY told me they stopped it, but charged me for months (12 months of zero activity on the account)

Business response

10/20/2022

Dear Better Business Bureau,

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

We have refunded a total of $544.83 for the 11 months that the client was charged for regarding services they did not want to keep. We have sent a notification of the refunds to the client in our ticketing system via email in ID OEML-287744. Please allow 5-7 business days for this to show up as a credit on the credit card that was charged.

Sincerely,

New Fold Digital Executive Office

Initial Complaint

10/17/2022

Complaint Type:

Problems with Product/Service

Status:

AnsweredMore info

When I requested information from Customer Service Chat to transfer a domain from Network Solutions to GoDaddy for hosting, the Customer Service rep did not want to help me. He continued to be combative and ask why was I leaving. When I insisted on their help he became consistently arrogant so I phoned in and asked for help. Their rep was even worse, did not want to help me transfer my domain from his company to another one. He was angry and uncooperative but with the help of a GoDaddy rep on my other line, we got it done. After we waited the 7-10 days for the domain to land at GoDaddy hosting, I then proceeded to begin the process of migrating my email service over to the new account but needed help from customer service whereas when I spoke to them the man was wicked, told me they deleted it, why should they keep it, it does them no good to have it if it belongs to the domain. I reminded him that I did not request deletion of my corporate email system along with its' files and he sounded like the devil when he said, oh well. GoDaddy got on phone with me to call back and they requested from NS that they restore backup data file, they said 24-48 hours, I called back, no one has any info, I'm refused a manager and they won't record new reference numbers or escalations to help me retrieve my email. I've filed a report with the US Justice Dept but still need my email data for my company.

Business response

10/24/2022

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

Our support team investigated the matter and escalated a case to our back-office team to work on email recovery. We can confirm that on October 18, 2022, the client’s emails and folder were restored. Additionally, our support agents attempted to reach the client by phone but were unsuccessful and followed up via email. We would like to make the client aware that our support teams had to reset their email password in order to properly troubleshoot and they can reset their email password or manage their services through their account control panel, including billing and renewals.

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

10/11/2022

Complaint Type:

Billing/Collection Issues

Status:

AnsweredMore info

In August, and then again today, Oct. 11, 2022, NETWORK SOLUTIONS internally changed my account to auto-pay, and charged my account with things I did not recognize. In August, the charges included my website, which is not due to be renewed until December. I got a refund for there fraudulent charges, and triple checked I was not on autopay for my website or anything else. At 12:01 am today, I was charged for another three years, out of the blue, which they will also be refunding. This has caused a problem for me as I reported this as Fraud and causing my debit card to be closed, another opened. They also created a "a*****.online" and put it on my account and set up autopay for that as well? I will transfer my business from them in December, after over 20 years with them, because someone, or the entire business is engaged in fraudulent activity.

Business response

10/21/2022

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

Our support team attempted to contact the client; however, they were unsuccessful. We ask that the client contact our customer service department via phone so we can assist with canceling any services the client no longer needs.

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

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Customer Complaints Summary

Business's Response Rate:

100

188 total complaints in the last 3 years.

97 complaints closed in the last 12 months.

Contact Information

5335 Gate Pkwy

Jacksonville, FL 32256-8080

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(904) 680-6600

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BBB Rating & Accreditation

A+

BBB rating

Accredited Since: 11/3/2005

Years in Business: 19

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