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:12/31/2023

  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.

  Name.com controls the registration of a large number of domain owners. Multiple complaints have been made to name.com about a domain that it has control of - onionquest.com - that is responsible for a large number of spam emails and phishing attempts, which are illegal. Copies of many of these emails have been submitted to name.com, but they refuse to take action (by suspending the domain). Other domains registrars have taken action, so it is known that name.com has the ability, but refuses to. At this point, it can only be assumed that name.com is complicit in the illegal activity.

  Business Response

  Date: 01/03/2024

  Hello, thank you for forwarding on. We have reviewed the details of this request and history of events. After review, we could not locate any abuse reports connected to this requestors name. However, there were other reports regarding the domain name, which we have taken action on. Our Abuse Team responds to requests submitted through our abuse form at ****************************************, which is what needs to be used moving forward if future requests arise. Additionally, while we are the registrar for this domain, we are not the hosting provider and therefore do not manage the content. We recommend the requestor reaches out to the web hosting provider and/or email service provider for this domain name to submit a report to them as well. We have emailed the requester an update of this information and will continue to assist over the ticket form email. We have acted in accordance with industry standards and are considering this request closed. 

  Customer Answer

  Date: 01/04/2024

   
  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:11/27/2023

  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.

  I have an account of ********************** for about ten years;I have the correct user password, but the system did not let me access it.It wants me to verify the phone or the email, but I have changed both and can not access them now.I provided the correct information and credit card to the customer team.They just repeat their policy and support nothing.I still need to pay for the products on name.com even though I can not access the account. Sounds wired.

  Business Response

  Date: 11/30/2023

  Hello, thank you for forwarding on. We have reviewed the request and history of events. Per ICANN regulations, it is the account and domain owner's responsibility to keep their contact information up to date in order to access their account and for us to verify them as the legitimate owner. The contact information was unusable and left little for us to verify the requestor by making it difficult for us to assist as we take account security very seriously. We did respond to all ticket replies and placed outbound courtesy phone calls in attempt to call the requestor. Since the filing of this BBB complaint, the requestor was able to login to their account, however their contact information still needs updating to avoid this happening again. We have sent a new email advising steps they need to take and will continue to assist over email. We have acted in accordance with industry standards and are considering this request closed. 

• Initial Complaint

  Date:11/16/2023

  Type:Sales and Advertising 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.

  I was out of the country for my aunts 60th birthday and I didn't get the renewal notice since I had a bad signal. I put in a ticket to refund and that I am unemployed and do not get unemployment so that money was payment for my bills.my aunt paid for my vacation with *****. I Can not afford a ***** taken out of my account. I asked if a manager can call me. They refuse to give me a refund. I need that money and they can close all my accounts if they need to. Thank you

  Business Response

  Date: 11/17/2023

  Hello, thank you for forwarding on this request. We have reviewed the request and history of events. The customer had automatic renewal enabled on their domains in their account, and the settings included automatically renewing in advance before the domains expired. Our system automatically sent an email to the customer before the order went through as a courtesy notification. We do not offer refunds on domain renewals, but have provided a partial refund as a one time courtesy to the customer. We detailed this in a response to the customer over email, and have placed a phone call to the customer, as requested, but left a voicemail when the customer did not respond. The automatic renewal settings are still enabled in the customer's account, so they will need to login to adjust these settings if they do not intend to keep certain domains. For security reasons, we cannot do this for them. We are considering this request closed, but will continue to monitor for a response and assist over the existing email ticket thread we have with the customer. We have acted in accordance with industry standards. 

  Customer Answer

  Date: 11/17/2023

   
  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. they met me part way and refunded me $300.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/23/2023

  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.

  My company has been a customer for 7+ years. Recently my payment method used to pay for this service was compromised and I had to switch cards. Name.com immediately suspended my service, which has resulted in not having access to my business email for the past ******************* orders. I have contacted their support department multiple times to renew my account and change my payment method however they are sending my password and account reset to the email I do not have access too. I have asked repeatedly to have a representative contact me by phone or to my personal email and they are not grasping that the email associated with this account is the one I do not have access to and the phone number that is associated with the account is no longer in service. This situation could be handled simply by picking up the phone and speaking with me for 10 minutes however their commitment to customer service ends with a live chat service that does not function. They have no option to call customer support to address this issue.

  Business Response

  Date: 10/24/2023

  Hello, thank you for forwarding on. We spoke to the customer on the phone this morning and got them squared away with their requests. We also sent a follow-up email with additional information for future requests on their account. We are considering this request closed but are happy to assist with any future questions over the ticket email. We have acted in accordance with industry standards. 

• Initial Complaint

  Date:09/16/2023

  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.

  Im paid through November 2023 for Titan email through Name.com, however they are blocking my emails from coming through and I cant get a response from them.They say there is a live chat but it does not work.Filling out a ticket gets no response.There is no customer service phone number that leads to a person that can help.This is hurting my business. I need the email service Im paying for.

  Business Response

  Date: 09/19/2023

  Hello and thank you for forwarding along. We have received multiple support ticket emails from this customer over the past week and have responded to all requests. The domain expired and therefore the connection with the email product severed. The customer was advised to login to renew the domain and ensure the proper DNS records were in place. We did not receive any new responses from the customer on the email tickets and therefore considered them closed. We also placed an outbound phone call and left a voicemail, and sent a new email ticket to the customer today. At this time, it appears they were able to resolve the issue in their Name.com account, but we are happy to assist with any questions on the email ticket. We are considering this request closed at this time and have acted in accordance with industry standards. 

  Customer Answer

  Date: 09/19/2023

  The company did not resolve my issue, they made me purchase another year of the domain so that I could retrieve my emails through Titan, which Im already paying for through November.

  Im considering the case closed but only because they were able to get more money out of me to be able to access the email Im already paying for. 

• Initial Complaint

  Date:08/03/2023

  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 been unable to reach anyone at name.com. I pay for email service from them and I have tried to login and am unable to do so. I visited the support page to reset the password, followed the steps and still was not able to log in.I've contacted support several times but it appears as though they do not read my email. They just send canned responses. I've tried to chat with them but the chat feature is either unavailable or not working.There is no phone number to reach them so I'm exhausted from all of my attempts. I'd like to be able to log in check my email and retrieve important emails from this account and simply get a refund and cancel the service as its difficult to use them in running my real estate business if I can't get into my email to retrieve time sensative documents.

  Business Response

  Date: 08/03/2023

  Hello, thank you for forwarding on. We have reviewed the customer's request and history of events. The customer submitted two different tickets that we responded to, but we didn't receive a response from the customer to our last replies so we considered the requests closed. We have live chat available during our available online hours. We sent a new email ticket to the customer today, per their request, and included more details regarding their email issue including how to reset their password from within their account, and where they can manage their email content moving forward. The customer opted into an email migration from an old email product to a new one, so they will need to use the email product moving forward. We have responded to the customer's previous requests and will monitor for a response and continue to assist on the email ticket we submitted today. We have acted in accordance with industry standards. 

• Initial Complaint

  Date:08/02/2023

  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.

  I purchased a service from name.com in March 2023 that service no longer served the needs for my company and I requested to cancel it. I have requested to cancel the service now ************************************************************************************************************************************************************************ for a service that I do not use that I have requested to be canceled and they keep telling me that there is no auto draft for this service. They then told me although I purchase my service through them to call the company ****** and when I cook google ****** say we dont have support you have to then go back to name.com so Im being given the runaround for a measly $65 that is being charged a month but if I canceled your services in March I should not have been charged for ***** May June, July

  Business Response

  Date: 08/03/2023

  Hello, thank you for forwarding on. We reviewed the customer's request, account, and history of events. As we stated in our communication with the customer, there is no transaction in their Name.com account that is for a ************** around March as they indicated, and there is no transaction in their account around that time with the amount they stated. We advised the customer will need to reach out to ****** directly to find more details regarding this transaction and request a refund directly through them. We provided instructions on how the customer can review order statements in their Name.com account to review and confirm what we are seeing. We are unable to refund an order that was placed outside of us. Today we emailed the customer information regarding their request, their account, and recent activity to clarify any confusion. We will monitor for a response. 

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20412490
  
  I am rejecting this response because:
  First my complaint was initially that I have requested for this service to be cancel. I initially asked in March and then again on August 1,2023. When I asked via chat on August 1,2024 the person said didnt you put in a ticket You need to wait for a response from the ticket and they disconnected the chat. The very next day I received an email from name.com in regards to not giving me a refund. I had not initially asked for a refund. I ask for the service to be canceled. All they were concerned about was providing me a refund which I explained to them several times. My concern is that I want the subscription canceled and I am unable to do it on my end. It is telling me to go back to my reseller.

  Secondly, the reason I then ask for a refund is because I then went to my bank statement that day, and noticed that they had charged me again for the service as of August 2 when my initial claim to cancel again was August 1 thats why I asked for a refund. I was dental that my subscription is not auto renewal and that I can cancel it after the term my problem is is that I am being charged each month for the service that I am not using and I wanted it cancel.

  still to this very moment, the service remain active which is a problem because I am being charged $63 and some change each month I called ****** they said they cannot do anything because name.com is the reseller and everything has to go through them

  As you will see in the picture proof that I have provided I have been charge each month by ******. I also show you my initial conversation from the ticket from August 1. Ill show you the submission that they sent me today showing you what services that I have with name.com and I also show you proof from ****** website where it tells me to go to my reseller for subscription pricing and changes. I want this service canceled I want it removed so that I am not constantly being charge each month and ****** is telling me they cannot do anything about it and name.com is not taking ownership for it. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/03/2023

  Hello, as previously stated, we sent an outbound email ticket to the customer this morning with details regarding their request. We have not received a response on the email ticket, and advise the customer to review and respond on the email ticket as it contains more details regarding their request. To reiterate once more, the charge the customer is seeing on their bank statement does not match any charges that is coming from the products in their Name.com account, therefore the charge is outside of Name.com. They will need to contact ****** to find out more details regarding the charges they are seeing on their bank statements. We will continue to monitor the email ticket for a response from the customer and assist with any additional questions. We have acted in accordance with industry standards.

  Customer Answer

  Date: 08/07/2023

   
  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 have been in communication with Name.con and they provided additional information to supply to ****** to obtain some one to research further, and we found they were charging me for another product/service that I was not rendered. And I am now able to obtain a refund for the month of fees that were taken from me. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/01/2023

  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.

  we have utilized name.com since early 2012/13 and everything was very good/up until 2019 during and after covid we have lost several business clients due to non performance of name.com no web page or email address beginning in 2020 shortly after covid hit it was virtually impossible to reach out to them at csr number and they would be days weeks or months repairing tickets.Imy acct was hacked through no fault of my own.when I tried to renew my acct beginning in feb 2022 I No support on line and when i logged on to name.com portal to log in and pay said domain not found.I have lost no telling how much client services Broadcast and photography since then and no email services.I should be given 1 year free web page as good faith and support for the types of domains i had.

  Business Response

  Date: 08/02/2023

  Hello, thank you for forwarding on. Based on the limited information provided, we were unable to locate any recent attempts to contact us through the appropriate channels we provide for customer requests--we do not see any live chat attempts, nor any recent submitted tickets. Today we called the phone number, provided here in the request, and left a voicemail advising how the customer can contact us through live chat and/or submitting a ticket. We also created a ticket for them and emailed them, provided here in the request, asking for more information regarding their account so we can assist further. We will monitor for a response and assist over the ticket when we receive their reply with more information. 

  Customer Answer

  Date: 08/09/2023

  This item has not fully been resolved

  Customer Answer

  Date: 08/11/2023

  This isnt resolved the intial complaint was answered by *******. The web hosting for ***************************** has gone un resolved at this time.

  Thank you ********************************

  Business Response

  Date: 08/22/2023

  Hello, thank you for forwarding the details along. The customer's original request was about accessing their Name.com account. We were able to verify them and confirmed they were able to login to their account. Their new request is regarding a web hosting service that was previously in their Name.com account but expired. When the product was not renewed, it was removed from the account. Due to the nature of shared servers, we are unable to maintain content for an extended period of time, therefore the content is unretrievable. Our system did send automatic notifications to the customer advising of the upcoming product's expiration earlier this year. It is the customer's responsibility to keep their account contact information up to date to receive these notifications. We explained this several times over multiple ticket emails with the customer, as well as multiple ways to contact us through live chat or email tickets. We have not received a reply from the customer therefore we closed the ticket. At this time we have explained what occurred and provided the customer with options moving forward so we are considering this request closed but are happy to assist with new questions if the customer contacts us through our appropriate channels. We have acted in accordance with industry standards. 

  Customer Answer

  Date: 09/02/2023

  This item and complaint hasnt been resolved with the web hosting platform thank you

• Initial Complaint

  Date:03/30/2023

  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.

  I have a pre-paid, managed email service from Name.com, known also as Identity Digital. This company has shut down my pre-paid email service. I hired an IT professional who explained that some of the explanations provided by namecom weren't possible; the person I hired did bring the email service back to functioning. The email was working for a few days. I did file a BBB complaint and I have declined two resolutions submitted to BBB by namecom because they were not resolutions and namecom's reports to the BBB were false. I just sent another service ticket to namecom because my email service stopped once again during the week of 3/20/23. Namecom restored the service; however, all communication regarding the open company that I have with BBB are wiped out of my namecom email. I do not have any email records in my inbox or sent folders to or from the BBB about my recently filed complaint. I am resubmitting my complaint against name.com/Identity Digital, per the instructions of BBB phone support, under a new email address. 1) I have not been able to use my pre-paid email service 3/10/23. 2) My 3/13)23 customer support requests resulted in numerous, conflicting, and false reasons that my email service was not useable. 3) I hired outside help to examine my account and get it operational again. 4) name.com/Identity Digital shut my email service down after I had it fixed on 3/24/23. 5) name.com/Identity Digital restored functionally on my email account on 3/29/23; however, all of the emails from 3/13 to 3/24 are missing in all email folders, which include all BBB correspondence from my initial complaint. I have not accepted any resolution presented through BBB. I have transferred my domain, but I still have 6 months of unused, pre-paid email service from name.com/Identity Digital since this issue began. My service expires on August 20, 2023. I want a refund for my unused service and name.com/Identity Digital tamperswith customers' accounts, per other BBB complaints,

  Business Response

  Date: 03/30/2023

  Hello, thank you for forwarding on. We have reviewed the request and history of events. We responded a couple of days ago, on Tuesday, to this customer's support ticket stating we issued a full refund for their email product and confirmed the domain fully transferred away. After speaking to the customer over the phone, they confirmed they saw the refund but had missed the email response on Tuesday. We are considering this request closed at this time, but will assist with any further questions that are submitted on the support ticket thread. 

• Initial Complaint

  Date:03/29/2023

  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.

  A couple of weeks ago, I have been having problems accessing my email hosted by name.com. I have been unable to do live chat or get an email response from the company. My wife's email works fine. It appears that the email server was hacked or hit with denial of service. Name.com email used to be my primary email. No more. I give this company a grade F rating for not being able to fix the service for a couple of weeks. I suspect I'm not the only one with email issues. They have closed the live chat feature and request people send email detailing the problems. You cannot get a response if the email server doesn't work. Please fix the issue.

  Business Response

  Date: 03/30/2023

  Hello, thank you for forwarding on. We have reviewed this request and history of events. We received the customer's support ticket and responded this past Tuesday with details on next steps. It appears the customer submitted the ticket from the email address that is experiencing issues, so they may have not seen our response. We will resend the same response today to the email address the customer has included here when filing the BBB for them to receive more information. We will continue to communicate with the customer through the ticket.