Complaints

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  WordPress.com

  60 29th St PMB 343 San Francisco, CA 94110-4929

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  WordPress.com

  132 Hawthorne Street San Francisco, CA 94107

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:02/22/2024

  Type:Customer Service 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.

  The transaction with Wordpress has been ongoing for the past two days, 2-21-24 - 2-22-24.I have a subscription for the Creator package for sofiecouch.com at $300/year This particular package commits to provide customer support with this package.Unfortunately, I am unable to follow the wordpress suggestions for cancelling a recurring subscription package because I am locked out unable to log into my wordpress site via any means described in their help forums. There is no customer support for anyone unable to log in to their wordpress site. Nor can I cancel my subscription without first logging in.I have been unable to contact the business.

  Business Response

  Date: 02/23/2024

  Hi there - For help regaining access to your account please submit an Account Recovery request here: ***********************************************************. We'll be happy to help!

  Customer Answer

  Date: 02/23/2024

  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:02/15/2024

  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.

  On 2/6/2024, I established a blog website using WordPress.com as the host. I chose their free plan as I only needed a landing page for my new nonprofit project. I made the website (*************************************************************************). Then I paid for a domain, savemawildlife.org, for the year for $12. Things got busy this past week so at some point I got logged out of the ** Admin page for the site. Today I tried to login and could not. I KNOW my username and password, but it's not asking me for the password, just the email. I submitted my email associated with the account, and got a notice saying they sent a link to my email. But...they didn't. I have done this 20 times in the past hour. I am getting no emails from ** (and I checked Spam and all my other folders). See screenshots with timestamps. It's basically got me locked out of my account with a broken program. And here's the kicker: there's no tech support. Because I am on a free plan, they will not offer me Live Chat. They have no phone #. The one form you can fill out to recover your website, it won't let me submit, because it's asking for info (like "authentification code" that I wasn't sent. Additionally, the domain I bought never transitioned. While typing in "savemawildlife.org" and clicking on it in the browser, takes people to the website, the *** itself then reverts to the clunky, long*************************************************************************. I am paying for the *** to read "savemawildlife.org." When I checked in my Admin page last week it said it was still transitioning and would fully transition in a few hours. It's been nine days. So here I am out $12, for a domain ** isn't even fully giving me, and I can't even access the website, and I can't use that domain elsewhere because it's purchased there. I want ** to remedy this ASAP--fully transition the domain, give me access to my page, fix this email issue they are having....OR I want my money back and for them to scrap the page.

  Business Response

  Date: 02/21/2024

  Greetings.

  I'm sorry to hear of the issues in your account. I would be happy to help out.

  First, when using the Free plan, you have two support options. 1. Contact us through the forums, ************************************** 2. Send an email directly to our support at *******************************. We provide support over email for the Free plan.

  Second, a paid plan is required to use a custom domain as primary on a site. Any paid plan will work. Free plans can have a domain connected, but they can't have the domain as primary. Please see this support document for domain requirements: **************************************************************************************.

  At this time we do not offer live telephone support for any site plan.

  If you would care to contact us at ******************************** we are more than happy to assist with this issue. As far as the domain, it can be used for any site, including externally hosted sites.
  

   

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21298959
  
  I am rejecting this response because:

  I connected with WordPress last week via ******** where they initially seemed open to helping me sort out my issue. However, they clearly weren't listening to the problem. I am LOCKED OUT of my website. It does not prompt me for a password no matter what I do and will not email me a new login link (though the system keeps indicating it did). Despite that I explained this multiple times to WP, they continued to tell me to "reset my password" and refused to listen when I explained the system doesn't let me put in a password to reset. I even took videos of my screen to show how what they were suggesting didn't work or wasn't applicable to the issue. They finally sort of gave up and told me to follow up with with the WordPress support email they also sent you. But I emailed that address and so far have received NO RESPONSE. I have repeatedly asked WP for a refund and to let that domain go so I can buy it somewhere else. The timing of this has put me in a bad position. I launched a nonprofit and had a huge event and presentation this weekend where I was supposed to direct people to that website, which I had intended to have linked up to a fundraising profile. But I couldn't do that since I was locked out of the website altogether and that opportunity was missed despite my best/persistent efforts to work with WP and get them to help me. As for the domain, I have had websites for 20 years. I have never heard of buying a domain and the website still reverts to the old ***. I purchased a domain via WP about 7 years ago and the domain was what I purchased in an otherwise free account. If WP changed its policies since then, then it should be made very clear before purchase. What I purchased simply said I could own the domain "savemawildlife.org" and even indicated it would "fully revert" to the *** in a few hours. This seems like false advertising to me. But the main point is the domain is moot anyway. I paid for a domain on a site I've been locked out of for over a week now at a critical time and that their tech people have shown 0 interest or ability to remedy, which I anticipate would be a repeated occurrence if I stayed with them. I am also very concerned that they refused to even acknowledge my repeated requests for a refund since their tech glitches are keeping me locked out of my own website. At this point, I have also filed a fraud charge with my bank over the charge and to recover it. But I'd still like WP to let that domain go so I can purchase it elsewhere with a system that actually won't lock me out. I am attaching screenshots of most of my ******* dialogue with WP. I also have the email I sent them I can forward upon request (it looks like it won't let me add another attached). You can see my screen share videos and the problem at: 

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

  &

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

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

  Business Response

  Date: 03/09/2024

  > I connected with WordPress last week via ******** where they initially
  seemed open to helping me sort out my issue. However, they clearly
  weren't listening to the problem. I am LOCKED OUT of my website.

  We are unable to provide support through ******** If you would, please contact us through email at ******************************** we will gladly provide support for your account.

  Please understand if you have lost access to your account, we are very strict in following security protocols. We must confirm account ownership before providing access. We have very specific steps, that can take some communication. We will need help from you in this matter.
  

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 21298959
  
  I am rejecting this response because:

  They did offer me support on ******* (as Better Business Bureau can plainly see from all the screenshots I provided). AND I already followed up at that support email they sent me on ******* after all their recommendations failed or weren't applicable. They finally issued me a refund though because of the way they do business I have lost a domain name I needed. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/18/2024

  Hi there,

  I reviewed your support history and account details and I can see you've been issued a late refund (as an exception outside of the refund window) for your domain purchase. If you still would like to regain access to your WordPress.com account, please send a message to ******************************* and we'll be happy to help you. We recommend you email us there directly as account recovery involves sharing sensitive information that is best handled in direct, private messages, and should note be done through public channels of communication like this.

  Best,

• Initial Complaint

  Date:02/09/2024

  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.

  I purchased a business plan from WordPress in September 2023 for $331. In December or January they "converted" it to a Creator plan and changed fundamental features that I used. I am asking for a pro-rated refund of the remainder of my 2 year subscription because it is now fundamentally a different product. I have tried to no avail to obtain a refund via chat (they refuse because the purchase was in September), but they have changed the product I purchased without my consent. I could have purchased any other product in September but went with WordPress because of specific features. They have changed those in the middle of the stream, misrepresenting what they are actually offering.I am including the original receipt which has the original plan name. Wordpress has changed the name of the purchased plan in my list of purchased items which seems very dishonest.

  Business Response

  Date: 02/14/2024

  In December WordPress.com did rename our plans. However, this was a change in name only, and no features were changed. We are not able to offer a refund outside of our refund window, but will be happy to help you use your plan through our normal support channels.

  All the best!

• Initial Complaint

  Date:02/07/2024

  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.

  They have been charging my account $19 every February for over 4 years and no amount of attempts to stop charging me for someone else's account has worked. They changed their name from WordPress to Automattic Inc. and bypassed the security settings in place to stop the charges. A refund would be great. Either way I want the charges to stop and they reply to emails with a bot telling me to simply log in. Too many years of this.

  Business Response

  Date: 02/14/2024

  Hi there,

  We do not have record of an account under this email, but will reach out to you directly to get more information to track down what this charge is for and cancel it if you wish. 

  Cheers!

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21261620
  
  I am rejecting this response because:
  
  How would I have an email address to associate with an account if I dont even have an account? Im being charged for someone elses account I dont have access to.

  Now I have two people from there reaching out to me too, telling me contradictory information. 
  

  I believe this business is a huge scam and this has been troubling to deal with year after year. They say they can refund $19 but none of the rest. 
  

  Why does **** respond to my email asking for all the details I just sent them? Because its a bot. Very frustrating and feels illegal.

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

  Business Response

  Date: 02/20/2024

  Hi there,

  
  Please reach out to us at ******************************* with your transaction ID from your bank statement. For more information on how to retrieve this transaction ID please check the following guide: **************************************************************************************************
  
  Best,
  

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21261620
  
  I am rejecting this response because:

  I have already provided that to them and was told it was being sorted.

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

  Business Response

  Date: 03/07/2024

  Greetings. There is no link or reference to another conversation in this matter. I am unable to find the Transaction ID that was sent. Can you please provide that through this ticket?
  
  The transaction ID is ten characters (numerals, letters) found on the bank statement, next to something like: WORDPRESS or WPCHRG.COM. More Information ? *********************************************************************************

• Initial Complaint

  Date:02/07/2024

  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 have a wordpress account and need to communicate with a human customer service agent because I have not been able to solve the issue on my own or with the many BOT responses they send to my questions. The customer service sends me emails in the middle of the night when no reasonable human would be awake. I am paying for this service and they make it IMPOSSIBLE to use it. I am considering filing a lawsuit.

  Business Response

  Date: 02/23/2024

  Hi there - You can contact our support via *******************************************. If you receive a bot/AI reply you can still continue to talk to us. We look forward to helping you soon. 

• Initial Complaint

  Date:02/02/2024

  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.

  Just looking for actual support. ******** shares from EVERY other website have an image when I share them. Shares from my website do not show unless I edit the page, delete, and re-add the image to the post and then save.Two agents tried to tell me this is some sort of widespread issue with ********, but there's ZERO reports of anything like that online and shares work from every where else.There's a code issue somewhere (I use the block editor) and your reps don't seem to want to put in the work to find the problem.

  Business Response

  Date: 02/05/2024

  Hi there, we have replied to your latest support inquiry in the WordPress.com support forum from Feb. 2, regarding the issue you're experiencing with the sharing image on Facebook:
  

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

  If you have further questions about the technical issue you're running into, please feel free to reply in the forum and we'll be glad to continue assisting there.
  

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21239800
  
  I am rejecting this response because:

  Pointing to a question thats gone unanswered and unacknowledged by ******** in their forums by their staff isnt really an acknowledgment of a problem. Youre just kinda pointing at a few people having issues without context, ticket numbers, or anything to actually show theres a systemic problem within ********.

  It actually seems like theres a problem with Jetpack.

  One of your reps even referenced that they saw an error in the formatting when they ran the tool on a specific image, though thats one of the people who just stopped talking when I continued to press on this issue.

  Since its just a few users on the forum link, and WordPress hosts 810 million websites, its a fair guess that these folks are just more WordPress users having WordPress problems.

  If I edit the post after its gone live. Delete the image and remove it from my media store. Then re-upload the exact same image. This fixes the image share and things look fine on ********. That doesnt sound like a ******** problem to me since nothing changes but the image on WordPress.
  I told this to a rep and it was ignored.

  Theres a problem with Jetpack that WordPress seems reluctant, or even adamant not to acknowledge

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

  Business Response

  Date: 02/14/2024

  Hi there,

  As shared in our replies on the forums, this appears to be an issue with ******** interpreting the data we send them and the data is being set as expected. I would recommend connecting with ********'s support for further troubleshooting as we do not have access to their tools to determine why this is happening. If further help is needed, please reach out through wordpress.com/help. 

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21239800
  
  I am rejecting this response because Wordpress has provided no actual proof that ******** has a problem. A forum post with two people mentioning issues in a ******** tech forum is not confirmation that ******** has an issue. Wordpress is what, 40% of the websites out there in this format? There's bound to be a few people posting on ******** about it, especially with the glaring lack of support Wordpress customers apparently get for issues like this.

  ********'s debug tool has indicated its found errors with Wordpresses metadata as formatted. Sometimes when I delete the photo from Wordpress, then upload the exact same image, then I can share the post to ******** with the image. 

  This issue is clearly in the lane of Wordpress support and needs to be addressed as a paying customer to **********************. Heck, even replying to messages from your customers on the forum would be preferable to this back and forth where you don't seem to want to actually look into the problem.

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

• Initial Complaint

  Date:01/10/2024

  Type:Customer Service 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.

  Ive had a blog through WordPress.com since August 2020.It can be found at: Epileptaste.com I took a couple months off this summer from posting a blog but, when I tried to log in, I received a message that I needed to get the Jetpack app in order to post blogs.But now the Jetpack isnt functional.So I went back on my PC to log in and have found that I am unable to do so as there is now no record of my email address.My domain does exist but my blog site Brain Wars via epileptaste.com on my domain does not populate. My content is gone. And this blog which Ive actively used for over 3 years is now, according to my Wordpress, not only empty of content but there is a little tag below it saying Coming Soon.Wordpress is famously bad at providing customer support. But they charged me/I paid $115 on 10-01-2023 to keep my domain which should maintain my blogs within it.Receipt ID: ******** Transaction ID: ***************** And my blog is now empty and inaccurate and inaccessible to **** can still access it via my iPhone JetPack. But this app too has become non functional (ie it wont update or post new blog entries).

  Customer Answer

  Date: 01/11/2024

  Hello this has been resolved! Thank you SO MUCH for your help!!!!!!!!!!!!!!!

• Initial Complaint

  Date:01/05/2024

  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.

  *********************************** Believe someone has access to my wifi signal. If not data may be breached through a bug that causes unsecure hacking probabilities. I don't pay for a paid subscription so idk if your encryption level keeps my data secure enough on public Wi-Fi and I do believe someone has accessed my account and attempted to sabotage my work while using the app by causing me to think it was a bug causing skipping, slow loading, and page jumping and scrolling without me touching the screen. Never had this problem although I do think I may have a cyber stalker. Please let me know if any devices have accessed my account at approximately 7:45pm est - 8:18pm est January 5, ****. ********************* Main concern, WordPress wants to charge me for extra security as I may be a target of cyber extortion and harassment and WordPress is not secure enough for basic users to build a website with sufficient online security built in. Causing major time loss in my business which also cost me money and possible private information to be leaked.

  Business Response

  Date: 01/16/2024

  Hi ******, 

  WordPress.com offers Two Factor authentication free of charge, which can be enabled to increase your security: 

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

  Best,

  WordPress.com

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21106222
  
  I am rejecting this response because:

  Recent news and activity that I've witnessed personally has me believing that I have also been compromised. 

   

  
  *****************************************************************************;
  
  
  I recently reported some activity that made me believe that my website was being hacked and possibly allowed for someone to remotely access my device. Another incident I believe saw multiple pages on my website be altered in ways that makes it difficult for me to restore or revert back to it's original design. Is there anything else going on that would be useful for me to know during my website building stage?
  
  I would like to speak directly to a person who can shed more light into the current situation that has multiple accounts compromised. This may also be occuring outside of the "infected plugin" mentioned in the article, in which I've copied and pasted into this message above.

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

• Initial Complaint

  Date:12/23/2023

  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 am the administrator for 2 sites on WordPress. One is a starter site which includes a domain for free for one year and associated with one card. The other is a premium site that belongs to my boss ,also associated with a domain included for 1 year and associated with another card when the upgrade was added last year. The problem is that W.P. charged my card for $96.00 and then several days later charged my card again for $19.00 . They did not charge the card for my boss which was used to upgrade. Now I just received a email that told me that they are going to charge MY card again next month for $114.00, and I have spent untold hours ,unable to talk to anyone except AI which does not address all the problems associated. Also When I do follow the prompts to see my payments which they took out of the wrong credit card with out permission my site shows that no payment history is recorded. I want help to correct the billing. Thank you P.D

  Business Response

  Date: 01/13/2024

  Dear ******!
  
  Thank you for voicing your concern here.
  
  For context, I want to reassure you that we reviewed your case and replied via email and issued a full refund. 
  
  Refunds usually take about **** business days to appear on your statement. You will receive it on the same payment method you used for your purchase. Sometimes the refund could be shown as the original purchase being canceled. In that case, you should check the bank/card statement for the date of purchase. You can view the refund details here: ***************************************************
  
  The reason your card was charged instead of your boss's one was because their card expired more than a year ago and your personal card was flagged as the backup on described here **********************************************************************
  
  Going forward, having someone else's card added to your WordPress.com account is not recommended indeed. If you want someone else to be billed for the domain or paid WordPress.com plan, you can transfer those upgrades to their own account with the guides we provided to you via email exchange.
  
  I hope this resolves your situation, but if there is anything else we can help with, please reach out at ************************************
  
  Thank you.

• Initial Complaint

  Date:12/11/2023

  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.

  Wordpress incorrectly closed my account that housed my domain, which has caused my domain to go into auction status, despite paying for this not to happen.They have since sent my domain to auction to try and get more money for it than I can offer. I communicated I was using the domain on Shopify and Chia set me up to scam me out of money for the domain, instead of allowing it to be purchased elsewhere.I've had to reach out since 11/26/23 with no resolution. I've resorted to contacting the company via ******* (X) because per the chat, they received my messages but are refusing to reply. I want my domain name released and money back NOW.

  Business Response

  Date: 12/17/2023

  Hi there,
  
  The domain houseofplantmedicine.com has been restored to the customer's account.

  The customer is free to point this domain to another web host or use it however they wish.

  Please let us know if we can do anything else from this end.

  Cheers,