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: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. 

• Initial Complaint

  Date:03/29/2023

  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.

  We ordered domain hosting and email services from name.com 12/17/2019, order id ********. This is to reserve our domain names until ****. We ordered email services for 2 accounts on 4/16/2021, order ids ******* and ********. We extended the email services to last until **** on 4/17/2021 with order id ************ email started behaving oddly and completely stopped working 3/25/2023. We have opened service tickets with them. Ticket ******* - About odd behavior, which name.com acknowledged via automatic email response, then deleted so no record shows on their website. What happened here?Ticket ******* - About not getting any email from our either of our domains. We tested and updated the ticket for several days. There was no response from name.com. Then they closed the ticket without any response to me.Ticket ******* - Ticket asking them to call me and explain why they closed ticket *******.We still have no email at our domains. Name.com does not have a working contact phone number, their website's chat agent has been disabled, and we still have not received any email for 6 days. We'd prefer that our email works, but if it doesn't we would like a pro-rated refund of the money we paid for services through domain hosting in **** and email through **** if they can't resolve it soon and insure we haven't lost any email since it is their email server that is supposed to be managing it, The lack of any ability to contact name.com's support or any response besides just deleting or closing tickets is disturbing to me. On a side note, they did respond almost immediately to my TrustPilot review of their support a few days ago, saying they would love to resolve this with me. Ironically, it was right after that that they closed ticket ******* without any contact from them or a resolution, or even an explanation.

  Business Response

  Date: 03/30/2023

  Hello, thank you for forwarding on. We have received the customer's request and history of events. We have located the customer's support ticket and responded with details for next steps. We also provided a one-time courtesy full refund for the last renewal for this email product, but did not delete the product. We will continue to communicate with the customer over the support ticket and assist with any questions. 

  Customer Answer

  Date: 03/30/2023

   
  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.

  Thank you for your help.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/28/2023

  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.

  When I try to login to my name.com account, I receive errors, and the password reset does not work either. (This might be related to the fact that my account was hacked on 12/28/22, after which I changed my password. Although I did notify them on the same day that my account was hacked.) I contacted their support team by email on 03/12/23 (16 days ago) and was advised that they can't help me and I need to contact the abuse team. I emailed the abuse team and they responded after 4 days saying my account was closed and I need to contact the account recovery team. I emailed the account recovery team and they responded saying that my account is active and maybe I just forgot my username. I verified that my username is correct and told them that my username is correct and the abuse team told me to contact them. Then they told me that my issue is not support related and I should contact the abuse team!!!! I asked them to please stop sending me in circles and have not heard back from them since (2 days to date). This is a huge setback for me as I own multiple active domains through them, and an email I have connected to one of these domains has not been able to receive mail for over a month. All I ask is that someone take responsibility and help me access my account.

  Business Response

  Date: 03/29/2023

  Hello, thank you for forwarding on. We have reviewed the request and history of events. We reached out to the customer and were able to assist with getting them back into their account, they should be ***************** forward but we're happy to assist with any additional questions if they submit a support ticket. We are considering this request closed at this time. 

  Customer Answer

  Date: 03/30/2023

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

• Initial Complaint

  Date:03/27/2023

  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 have had my email accounts for my business along with my domains for the last 6 years, Over the past few months I have had constant issues with my email accounts. Emails disappear then reappear several days later. I get constant error messages, the system runs very slow. I contact them on several occasions regarding the issues. It takes them 5 days or more to respond to help tickets, they claim when they contact me that it is all resolved, Over the past weekend, on Saturday, March 25th at around 8pm all received and sent emails after 3/13/23 disappeared. When I checked them on Sunday, March 26 at noon they were all back only to disappear again at around 8pm. However they have not returned as of Monday 3/27 at 1:30PM and now I am not receiving emails. I contact live chat and was told there was nothing they could do to help that I had to send a help ticket. This company is costing me time and money and they need to get their system fixed. I just renewed my email accounts on 3/3/23 for $23.76 and they have not worked properly since before that.I feel this company needs to improve their customer service. I feel this company should issue me so form a refund as their product has not worked properly since the beginning of March.

  Business Response

  Date: 03/29/2023

  Hello, thank you for forwarding on. We have reviewed the customer's request and history of events. We have been responding to the customer's email requests and relaying the most recent information we are receiving from our email provider regarding the issues. We have issued a one-time courtesy for a full refund on the customer's most recent renewal order for a total of $39.57. We will continue to assist over email tickets with any future questions the customer may have. 

• Initial Complaint

  Date:03/27/2023

  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 service from Name.com and am having trouble accessing the product. They claim to have live chat support, but it does not work (I am unable to get their chatbot to connect me to a person. The button they say to click is not visible. I have faxed the company begging for assistance, sent several support tickets, but nothing. They do not have a phone number to contact, their number on BBB takes you to a recording about how great and easy their chat support is. I am unable to rectify the situation since they refuse to respond to requests.

  Business Response

  Date: 03/29/2023

  Hello, thank you for forwarding on. We have reviewed the customer's request and history of events. As of Monday, March 27th, 2023 the customer's request appears to be resolved. We received numerous email tickets and live chats from this customer that we communicated on to help resolve their email issues. At this time we are considering this request closed but will assist with any future questions over live chat or new submitted email tickets. 

• Initial Complaint

  Date:03/15/2023

  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.

  Name.com has cut off email service for my business email without warning. They have now completely shut down all customer service. They are providing numerous, different, and conflicting reasons for the pre-paid email service not working. I cannot receive any emails at all; I deal with contracts that are time sensitive. Name.com is also my domain register. After they made several untruthful statements in live chat and via email to me personal email address, I began investigating Name.com, which is now owned by Identity Digital. I learned that many people are experiencing similar problems with the services from Name.com/Identity Digital for, including legal problems and costs pertaining to domain names. I am deeply concerned that they have, or intend, on selling my domain name, as others have reported. I have screenshots of live chats and emails from Name.com evidencing several excuses for the shut down of my email. Other online complaints state that Name.com/Identity Digital purposely deny phone support in order to avoid accountability. This company has a different number to call if law enforcement is involved with the customers' issue; that number also denies the business customer access to a live person. I am a realtor and can be liable and sued for untimely presentation of contacts; name.com live chat representatives expressed no concern whatsoever. I am required to maintain digital records that come through the email that I have paid name com/Identity Digital to manage. The last excuse I received via my personal email is that they are undergoing mitigation and maintenance and that they cannot determine when my email will be accessible, but they previously told me ***** hours after changing their DNS settings according to their live chat directions. I have maintained and paid for my domain and email since 2016. My service is paid in full until 8/2023. I need to access confidential emails that have been sent since 3-13-23. ***************** is my private email

  Business Response

  Date: 03/17/2023

  Hello, thank you for forwarding this request. We have reviewed the customer's multiple ticket and chat requests and can confirm we have been responsive and in communication. Earlier this week we identified issues with the email product that required a unplanned maintenance to fix the issue. We believed the issue to be resolved, but are continuing to assist any customers who are still experiencing issues. We are currently reviewing this customer's email issues and will continue to be in communication over a ticket reply with updates. 

  Customer Answer

  Date: 03/18/2023

   
  Complaint: 19601942
  
  I am rejecting this response because:

  Name.com, known also as Identity Digital, has submitted a false statement to the BBB. This company has been nonresponsive. Name.com/Identity Digital has complaints circulating the Internet from others who have had the same experience and who reported online that the end result was that this company ultimately lost their domain. This company discontinued its live chat support, which is part of my pre-paid service. They blocked my IP address, I established live chat on a second device and a third session on a third device; all devices were blocked from live chat. After being completely blocked from customer support and becoming aware that ********************/Identity Digital disrupts pre-paid service and delays domain purchases in order to market and sell domains for amounts up to $2,500, I had a senior level software engineer examine the email and live chat responses from this registrar and access my email remotely. This registrar detailed in writing after I filed this complaint that my email may receive duplicate emails and old, expunged emails during this update; the software engineer advised that Name.com/Identity Digital was not providing factual information to me. The professional I selected to assist me took several hours to bring my email service to function. Name.com/Identity Digital advised me, in writing, that if I continued to communicate on my service ticket about the numerous problems with the email service, that they place my service ticket last in their queue. The conduct of this registrar  has affected my ability to perform my job and can place me at risk for being sued (I am a managing broker). I am transferring my domain due to the dishonesty and unethical conduct of Name.com/Identity Digital and because they create a liability for my company and a personal liability. I am deeply concerned that they will retaliate by delaying the transfer more than 24 hours or not transfer it at all; they do have ICANN complaints that others have detailed in online reviews. I am also owed a refund for the portion of my pre-paid service that I am unable to use; my Name.com service expires in August 2023. Please advise if you would like me to forward the emails from Name.com that confirm the details herein this response and that I received after I initiated this complaint. 
  
  Sincerely,

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

  Business Response

  Date: 03/22/2023

  Hello, thank you for forwarding on. We emailed the customer three separate times last Friday, and confirmed their email was working. We have not heard a response from the customer since then, therefore we considered the request closed. At this time the email should be working, but were happy to assist with anything further needed. We have acted in accordance with industry standards and will continue to assist the customer over ticket responses. 

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19601942
  
  I am rejecting this response because:

   

  Name.com repopulated thousands of emails that were expunged from my account going back as far as 2018. I hired an IT professional who used a thunderbird program to preserve important emails. Name.com sent me an email stating that I may receive "duplicate and old" emails, but they refused to correct this problem which rendered my account unable to receive any emails whatsoever. This email is not working due to Name.com fixing my account; it is working because I paid an expert to fix the account which took about 4 hours. As soon as I can be without service for the 24 hours that it will take to transfer my domain, I am switching domain/email hosting providers. Thus far, Name.com has lied in it's service ticket and live chat responses, lied in it's first BBB response, and lied in it's second response to this BBB complaint. Name.com blocked the ** address of three of my company devices from it's live chat customer support, effectively providing no support. The amount that I have paid Name.com for this year's domain/email hosting service expires in August 2023. I should be refunded for the number of days that I will not be using name.com and for which I have already re-paid. The new hosting company that I have paid for has indicated that name.com should release my domain within 24 hours, once I initiate this process. Based upon the outright dishonesty by name.com evidenced in their service ticket, live chat, and BBB responses, I am deeply concerned that this name.com, aka Identity Digital, will hold my domain hostage and continue to cause more problems. Once I transfer the domain, I will respond with the per diem amount that I should be refunded for the name.com service that I will not be able to use due to the problems that name.com has with it's email service rendering it unable to be used for excessive periods of time. I am seeking a refund and no interference from this company while I transfer my domain. Again, name.com left my email unusable and I hired a third party to remove years old, expunged emails that name.com repopulated into my account. 
  
  ***************************************

  Business Response

  Date: 03/28/2023

  Hello, thank you for forwarding on. We have reviewed the response and the case as a whole. We have been communicating updates and responding to the customer's request to the best of our known abilities with the status of the email issues.  We emailed the customer on March 17th but never heard a response, and even reached out a couple of times on the email ticket thread asking if anything else was needed, but continued to not receive an update from the customer's end. At this time we have expedited the transfer out of the domain, and have provided a one-time courtesy refund for the email product. At this time the customer should be set up to use services with a different provider at this time, but we are happy to assist with any further questions if the customer updates the email ticket thread we are in communication with them on. 

• Initial Complaint

  Date:02/23/2023

  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.

  Name.com implemented security controls somewhat recently, whereby a 2FA code is sent to an email or mobile number. The email and mobile number they have on file aren't something I can access.Because of this, having gone through their support channel, they refuse to update the account information to let me regain access, citing their inability to "validate" that I am the account owner.I have provided the following information and supplemental suggestions to allow for account owner verification - Photocopy of my passport - Proof of life photo of myself holding my passport - List of all transactions (dates, amounts, and ending 4 digits of cards used for the last three years of transactions)- The PayPal email address associated with PayPal transactions on the account - A list of domains on the account, including two that are literally my name - The account username - An email address I still control that was formerly the primary email address - Information on a support ticket from 2013 whereby I listed email addresses I could be contacted at that include my full name, at a previous employers domain - Offered to include DNS records for strings they provide me to prove domain control (common domain control proofing measures employed by companies)- Emailing me at the original email on the account My request to them has been to ensure my account information is brought up to compliance of their policies, but they cite the inability to validate who I am as the reason for refusing my request. Having been an account holder for nearly 10 years, I would expect customer service that's willing to be reasonable. Come Dec of this year I will lose access to my primary domain that I use for email, and have used for email for nearly 10 years because of their refusal.As is easy to imagine, this has the potential to be severely impacted should I not receive financial information, etc.My ask is simple: work with me, please. To date, they seem unwilling.

  Business Response

  Date: 02/24/2023

  Hello, thank you for forwarding on. We were able to come to a resolution with the customer today and are considering this case closed at this time. Per ICANN regulations, it is the domain's owner responsibility to keep account contacts up to date and ensure they are legitimate. Since the contact information on the account was not kept up to date or legitimate, the customer was unable to access their account using our automated flows, and we required more documentation in order to verify as the true owner to ensure we are remaining compliant with industry standards and online security. We have acted in accordance with industry standards, have been in communication with the customer, and advised the customer follow protocols to avoid this happening again.