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:22/02/2024

  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.

  We are writing to express our concern about a recent change in *****'s email filtering practices. We have observed instances where legitimate emails are being completely blocked instead of being sent to the spam folder. This issue has impacted all ***** email users, including myself, my spouse, a friend, and some of my clients. Emails from trusted senders, such as *********@*************.com, Registered Investment Advisor newsletters, bank emails and newsletters, are being blocked entirely. This approach raises serious concerns: 1. Loss of important information: Users are missing critical emails due to this overly aggressive filtering. 2. User control **********: Users should have the autonomy to decide what constitutes spam, not the email provider. 3. Potential for missed opportunities: Blocking legitimate emails can hinder communication with important contacts. We believe the current practice of completely blocking suspected spam is unacceptable. We urge ***** to adopt a more user-centric approach, where all emails, including suspected spam, are delivered to the user's inbox or spam folder. We have identified an instance where a legitimate financial newsletter from *********@*************.com was blocked due to a bounced header, indicating suspected spam. However, this was not a case of malware. ******* ********* ***** ******* ******** **** ** ****** ********************************************************************************************************** ******* ***** ********************** ************ **************************** *************************************** We kindly request that you escalate this matter to your upper management for immediate review and implement necessary changes to ensure legitimate emails reach users. Blocking emails solely based on suspicion of spam undermines user trust and contradicts best practices for email management. Thank you for your prompt attention to this critical issue. Sincerely, **** ******

  Customer Answer

  Date: 21/03/2024

  I’ve heard from the company, and the matter has been resolved.

• Initial Complaint

  Date:29/06/2022

  Type:Billing 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.

  On June 10th 2022, I was double billed for a one year renewal of my domain and email service, with *****.com (a service of Tucows). The first payment was via ******, which ****** did not process completely (unable to verify account); and the second was through *****.com, with a credit card. When I learned of the double billing, today, when checking my bank account statement, I contacted *****.com (Tucows) by phone. I notified them of the billing error. Nicole P. of ***** Help Center told me that it was considered two renewals, one year each for a total of two years; and that they would not be refunding the erroneous, additional payment of $36.17. When I suggested that I would take it up with ******, I was told that if I did so and ****** did refund the payment, "Hover will repoint the domain, cancelling any hosting and email service, and remove the domain from your account." I told them **** * ********** **** ********** *** would look for another service provider. After ending the call, today, I received a follow up email from ***** (Tucows), with a reference #*******, summarizing our conversation.