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:07/10/2024

  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.

  Beginning on July 8, 2024 at approximately 9:16 PM EDT, I began being bombarded with spam from a company called OpenWeb whose website ICANN Whois information states is hosted by Name.com. I thought I had successfully blocked this openweb.com domain on February 24, 2024 after having tried several times to unsubscribe from their bombarding emails. How they are now able to bypass a block filter after more than 4 months is something I demand to know.Furthermore, they have followed me around the Internet and attempted to further harass me for which I have sent them multiple emails asking them to ************** any contact with me. I have attempted to resolve this through OpenWeb, but they deliberately do not respond to emails and they refuse to provide any other form of contact.Also, it is my duty to inform you that the non-US entity OpenWeb is engaging in this activity as an attempt to meddle in the 2024 US election. As I am a 70% disabled veteran, I take great umbrage to a foreign company attempting to overthrow my country.As Name.com is the registrar and web host for Name.com, I will give Name.com 48 hours from filing of this complaint to shut down openweb.com and bring this madness to an end. Failure to shut down openweb.com will result in my taking the next step by seeking criminal legal action against Name.com through the US ************************ and US ********** of ******* for criminal harassment. I am sure they make take further action as they deem appropriate once they find out what OpenWeb is doing. I strongly encourage you settle this at the lowest level and stay out of my life. Any contact of me by openweb.com, in any fashion, whether it's email or content moderation, from 00:01 hours, Saturday July 13, 2024 will result in this complaint being filed as unmet and immediate action being taken to stop it through legal action via US authorities.

  Business Response

  Date: 07/12/2024

  Hello, thank you for providing a summary of the issue you are facing. We suggest continuing to correspond on the Abuse ticket you have submitted. We do see, however, that we are not the web hosting or email service provider for this domain. You may also consider reaching out to those providers to report any alleged abuse, if you are not certain of how to find the web hosting provider, online tools such as *************************** may be helpful. 

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21972340
  
  I am rejecting this response because after 6 days they have failed to even respond to the Abuse ticket they mention here. All I keep getting is just more spam of canned responses saying my ticket has been updated whenever I try to contact through that Abuse ticket they mention here in this response. They've failed to even acknowledge that I have a complaint. I shall now try other means by which to compel them to respond and for their **************** to cease & desist with their continued spamming of me up to hundreds of times per day.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/01/2024

  Type:Product 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.

  On Saturday, June 22, 2024, I was sent a renewal email for my domain name from name.com. I have not used the domain name in over a year, so I decided to cancel it and my account. However, I found that when I went to login, I could not remember the password that I had used to create the account 3 years ago. On the 24th, I tried to login with what I thought was the password, and since it was incorrect, opted for the "forgot password" route. The reset your password email was sent to my account and when I clicked on it, I received a message that said ""It looks like you've set up your account to only allow changes from certain IP addresses, and your current IP address isn't one of them. You'll have to request a password reset from a trusted IP address to change your password." I started a support ticket and requested assistance because my IP address is controlled by my internet service provider, so I don't know how to get it back to whatever they were using 3 years ago. Customer Support was only available via email and chat, and they refused to allow me access to my account unless I sent them a copy of my photo ** to verify that I was the owner of the account. I refused as that is not a safe thing to do with all of the ** theft. One ** rep suggested I respond to the original renewal email and explain my need, but when I did that the email kicked back as undeliverable, so I tried another support ticket with a screenshot of the original email. The chat and email support people just kept talking in circles refusing to do anything unless I sent them a photo **. All I want them to do is to close the account and let the domain name expire, and then delete all of my info from their system. It would be wonderful if they also canceled the charge of $22.16, but that's not a huge deal, I just don't want this to keep happening. Their phone number is just a recording, and the ** chat and email said they no longer offer live phone support. The support tickets were #******* & *******.

  Business Response

  Date: 07/12/2024

  Hello, thank you for providing a detailed account of the issue you are facing. We have followed up via support ticket outlining a proposed solution to this matter. We are happy to assist with any further issues via your ticket. At this time, we have acted in accordance with industry standards and are considering this matter closed. 

  Customer Answer

  Date: 07/15/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/27/2024

  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.

  We moved our domain names over to this registrar because our previous one was causing us serious issues and we needed an urgent solution. After spending money to move three of our important domains over we discovered that Name.com does not offer wildcard/catchall email support which is a very basic feature that every single registrar offers in 2024. I have used tons in my life and I have never seen the lack of such a common, simple and well established offering. To make matters worse, Name.com has locked our domain names to their service for the next 60 days and is claiming that this is an "ICANN mandate". This is a complete and utter lie as this was always a guideline suggested by ICANN over ten years ago. I confirmed this with a ten minute phone call to ICANN support who told me that it is simply a guideline to prevent fraud and there is no requirement in place by ICANN to lock a domain to a registrar after a transfer. The representative told me they get this same call constantly and that generally registrars will remove the lock if you escalate to a higher level of support. After doing this Name.com is still refusing to remove the lock and will soon begin causing us losses in the thousands of dollars per day as a result. If Name.com still decides to hold our domains hostage for no reason after this complaint our next step will be legal action.

  Business Response

  Date: 07/01/2024

  Hello, we have reviewed the provided information as well as the previous communication regarding this issue. After review, we have communicated our policies and decision regarding this matter through the tickets raised by the customer. Should the customer have any other inquiries, we encourage them to reach out through their ticket for assistance. We have acted in accordance with industry standard policy and are considering this request closed at this time.

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21913778
  
  I am rejecting this response because:
  
  It is absolutely unnecessary for you to hold our domain hostage. You claim you are acting in standard industry practice - what is standard industry practice is to provide access to catchall/wildcard email routing. First your team claimed that this was an ICANN requirement, a complete falsehood that's actually written on your website. After providing communication from ICANN stating that this is not a regulatory requirement and only a suggestion that can be removed at your discretion, your team simply declined to remove the lock citing security policies, causing further headache for every party involved. Your refusal to work with us on a such a simple issue even when you provide a subpar service is genuinely confusing. Never in my life have I encountered such awful customer service that acts against the interests of their customers and their own company. It would have been so much less of a headache for everyone involved if you had just requested documentation to confirm there was no fraud involved and then removed the lock but instead you are causing us significant financial damages and wasting your employees time.

  Business Response

  Date: 07/12/2024

  Thank you for following up; we have responded to your last request.  While we consider the inquiry closed, Name.com is happy to help you with any other support-related issues. Feel free to reach out if you have any other questions.
  

• Initial Complaint

  Date:04/24/2024

  Type:Order 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.

  The website keeps renewing a yearly subscription and charging me for it with no chance for refund. I have disabled the renewel twice now. I do not want this product and they keep charging me for it. I want my information taken off of their website and I am not able to do it. They also keep charging me for additional products that I am not buying. I believe they are hacking my account and making changes so that they can keep charging me for something that I never agreed to buy.

  Business Response

  Date: 05/23/2024

  Hello. We have reviewed the history of events and communication. The customer filed a refund request on April 24, ********************* their Name.com account. We responded to their request through the Support Ticket the next day on April 25th with additional information. In our request, we asked the customer to respond confirming if they would like to proceed. We never received a response, and do not see any other Support Tickets issued. Therefore, we closed the case without issuing a refund. Today we attempted to call the phone number on their Name.com account several times, but the number would not connect. We followed up with an email today with instructions on updating their information, and clarified the events with their refund request last month. We will continue to assist the customer over the email Support Ticket if they have any additional questions. We have acted in accordance with industry standard policy and are considering this request closed. 

• Initial Complaint

  Date:04/22/2024

  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.

  I have had the domain name healthindepth.com registered with Name.com for many years.The domain name expired and I wish to renew it yesterday April 20, 2024 When I tried to log in to renew the domain, it accepted my User Name and Password, but even though it was the same computer as I used before to sign in, I got a message that they needed to confirm it was me and they would email me a code to sign in. The code never arrived so I could not log in. I checked the spam folder.When I contacted support they told me since my domain expired their system would not send codes out. My email address was not related to the expired domain. They then showed me a long list of things I had to do to verify it was me. Including and I am not kidding a Proof of Life Picture with me holding my ID, a notarized statement, etc. It was beyond ridiculous.I chatted with support he told me that the codes were emailed and I must not be checking the right email address. I showed him a screenshot of the renewal notice for the domain I got from name.com at that email, and then asked him how come I was not getting the codes. He then told me he didn't say the codes were sent out. I told him you just did and I have a screenshot.I then asked him why could he not send me manually a code to the registrant email. He said we can't talk verification on chat.I told him you know it's me, I have the id, password, and email related to the account, you can verify it's me so I can renew my domain name. He told me we have to go through the whole procedure to change the registrant email. I just proved with the screenshot of the renewal notice that I have that email and it works. I asked to send email manually. Again was told they could not discuss it on chat. I had asked for a manager to respond and I was told they would do so in a day but they never did.I am going to lose this valuable domain name because their system does not send me the codes and their unreasonable intransigence.

  Business Response

  Date: 05/02/2024

  Hello,

  Thank you for forwarding the details of this matter for review. After review, this issue has been resolved through a support ticket that was submitted and the customer has been able to complete the desired actions within the request. Should additional assistance be required, we encourage the customer to respond to their existing ticket. We have acted in accordance with industry standards and are considering this request closed.
  

• Initial Complaint

  Date:04/11/2024

  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.

  Order ID is **************** : singlesevent.com **** $15.99 Wed, Apr 12, 2023, 11:11AM I cant access my account I have provided all information required to access my account but ********************** still wont allow me to access my account because of the 2 step verification process. The information I provided now is the same information I provided a year ago and it was sufficient for them to allow me access to my account. Now I do not know why it is not sufficient now?Last I have access this account twice in the past with the 2 step step on it but before but now they wont give me access. I have been complaining for 2 years that, I do not want the 2 step verification process on my account and for them to remove it. I was told to remove it but I don't know how to do it. Now I just want to close my account.

  Customer Answer

  Date: 04/11/2024

  Can you cancel the complaint I just filed? It has been resolved
  
  

• Initial Complaint

  Date:02/28/2024

  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.

  I was double charged for a single service - domain and web hosting. I contacted name.com through live chat and the response was that "it's no big deal, it's not that much money." I found that response to be unacceptable. They said that the deadline to ask for a refund was February 21, 2024 which also happened to be the date I was in the live chat. She said the system wouldn't let her do a refund and to submit a ticket. Upon submitting a ticket the response was that the grace ****** had ended - and I reminded them that I had made the request by the deadline. The response was "the only way to offer a refund is if we delete your domain." Repeated attempts to engage support has been met with the same absurd response. The live chat no longer works so the only way to engage anyone is to submit a ticket. A vicious circle of nonsense. What a SCAM.

  Business Response

  Date: 02/29/2024

  Hello, thank you for forwarding on. We were able to locate the support requests related to this matter and have placed a courtesy call to the phone number on file with the name.com account, allowing us to sort out the details and clear up any confusion. Based on this call and communication through their support ticket, we are considering this matter resolved. We are certainly happy to further assist through the support ticket should any additional concerns arise. We have acted in accordance with industry standards and are considering this case closed. 

• Initial Complaint

  Date:02/23/2024

  Type:Sales and Advertising 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.

  Sold email and domains that I had no access to when access was given to me I was charged for an account that I closed with the help the name.com support team to rebrand my company email and domain. Name.com reopened a old account charge me a yearly fee which the charge was made two weeks before the yearly fee was due, and that the account was transition to the new account November 2, 2023 (yes documented) I have documented all emails support communication and have received no response to my questions or refund request on a closed account. The other issue November 1, 2 2023 i paid for a email address, domain and ****** space I have been denied access which been told the account doesn't exist which i have sent clear documentation of the purchase and emails. I have spent three weeks trying to communicate with someone to resolve these issues and been unsuccessful. very disappointing.

  Business Response

  Date: 02/26/2024

  Hello, thank you for forwarding on the details of the issue you are facing. We have reviewed the provided information and were able to locate related support requests. Unfortunately, it appears there was confusion caused by the verbiage used and some of the requests may have been submitted using an email that was not currently functioning or accessible, resulting in missed communication from our support agents. However, we were able to consolidate the information from the requests and an agent reached out through email as well as placed a courtesy call to the customer via the phone number on file for the name.com account. At this time, it appears that the confusion around this matter has been cleared up and the issue resolved. If this is not the case, we are more than happy to continue to assist the customer through their recent support ticket via email. We have acted in accordance with industry standards and are considering this case closed. 

• Initial Complaint

  Date:02/20/2024

  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.

  I registered my email domain with name. com. My IT support left and I was locked out of my account I have tried for over a month to get access to my domain name which needs urgent attention. I verified my identiy and spoke to a representative, They did not follow up after I explained that I was still unable to access my domain. My emails are being bounced and my business is being damaged and they have ***** it impossible to contact a human being to resolve my issue. I am dealing with automated chatbots.

  Business Response

  Date: 02/21/2024

  Hello, thank you for outlining and forwarding on the issue you are facing. We have reviewed the request in its entirety and were able to locate your support request. Account access and security issues are taken very seriously, and as such, our responses can outline and request information in a manner that *** seem automated. We have responded to the latest request with some additional information regarding the issue that has been mentioned and will continue to assist via email. We have acted in accordance with industry standards and are considering this request closed.

• Initial Complaint

  Date:01/12/2024

  Type:Sales and Advertising 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.

  Hi, this complaint is about selling ethics as it pertains to inflated renewal costing of .news domains, far more than is historically understood by Name.com for domains spiritual.news and miracle.news costing U$125 each purchased on December 17, 2023. Both were absent of showing the $250 renewal cost in the final check out page. As an existing .news domain owner through Name.com, I know my prior .news domain of spiritualsafety.news (currently in my cart) having a renewal rate of $37.99. My agreement to purchase of the more expensive $125 .news domains (spiritual.news / miracle.news) was understood to be only a one time higher cost for the domains themselves. And certainly not applied to the renewals. Never have I see such a thing in all my years of buying domains since the year **** where you buy a domain on special (at a premium), and then the non-sale price is applied to the yearly domain renewal. I've attached screenshots from Name.com's checkout page so you can see screenshots of my shopping cart there for yourselves. Each of the files is self titled to give a contrast. The resolution I'm seeking is for Name.com to change the renewal cost on those $125 domains to the regular $37.99 renewal instead of a prohibitive U$250. Also to protect consumers by providing proper information before purchase by displaying the domain renewal cost on the "page of agreement" (the checkout page) before payment. These domains of $125 will cost $2,500 over 10 years vs. $379.90. This is a cost huge difference for my self funded non profit work. It was a shock and I feel deceived by the absence of information where it matters; the final check out page. Thank you very much for assisting. They offer a live chat at this url: **************************************************

  Business Response

  Date: 01/12/2024

  Hello, thank you for forwarding on. After review, the domains the customer has purchased are registry premium domain names, which have a higher registration and renewal cost. The renewal cost is shown in the domain search along with the registration cost and are both displayed next to the Add To Cart button so customers can see these costs before deciding to purchase. Renewal pricing is not be displayed in the cart as well as that cost is not a part of the current transaction. We have emailed the customer additional information about their domain names and options for renewing/managing them moving forward, and will continue to communicate with them over email. We have acted in accordance with industry standards and are considering this request closed.

  Customer Answer

  Date: 01/13/2024

   
  Complaint: 21129919
  
  I am rejecting this response because:

  1. I have no familiarity of the renewal pricing being present on the search page when I bought the domains (spiritual.news / miracle.news).  Name.com appears to have added this amendment to their site AFTER I first complained to them; thus making a remedy by deceitful to now point to say it was there when I purchased.  I was kind in using the word "suspecting" in an email to them on 1/12/2024.  As a past software and GUI design manager, these small changes catch my attention.  The italics format of the renewal domain pricing they point to (now on their site), trends far away from their standard site font format, it's added as an after thought and breaks with their nice GUI to read, a format I'm used to seeing for perhaps a decade or more, thus very noticed by me and was not detected by me when I bought the domains with high renewal.   I saw this new italic "renewal" for the first time when checking back to their site before making this BBB complaint.  I made Name.com aware of this in an email on Friday, January 12th at 4:19pm and they only forcefully closed their need to speak about it in this reply through BBB.  My problem solving of this before reaching out to BBB included asking for accountability, including for the source of the new pricing model (who sanctioned this) and to provide the .news domain administrator contacts...yet Name.com felt no need to reply to this.
  

  2. When I asked Name.com to include the new tiered pricing in the shopping cart as a remedy to clearer communication in the place it especially mattered (the shopping cart page), they replied by email on 1/12/2024 to say "Unfortunately, it is not currently possible to display the renewal price for the domain in the cart, as it is not part of the current transaction." which is patently incorrect - for by the attached screenshot you can see Name.com already includes a suggested up-sell for a domain PRIVACY which takes up nearly 3x the space of the domain above, and with a delete icon next to it so that a person can opt out.  That screenshot of using ************ as an example is attached.   Other domain sellers such as HOVER (see screenshot) use very good language to bring a buying caution with a STAR graphic to inform this domain renewal costing is ABOVE the past norms, by how they language it... "TIERED" pricing applies.
  

  Name.com is doing as little as possible to rectify this, thus taking Name.com out of the trusted domain seller category and into the broker capitalists category; lowering communication standards to increase profits.

  Thank you,

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

  
  

  
  

   

  
  Sincerely,
  
  *********************