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: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,
  
  *********************

• 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.