Complaints

This profile includes complaints for Network Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Network Solutions

  5335 Gate Pkwy Jacksonville, FL 32256-8080

• 

  Network Solutions

  Herndon, VA 20172

• 

  Network Solutions

  5163 NW 74th Ave Miami, FL 33166

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:01/03/2023

  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.

  THIS IS VERY TIME SENSITIVE. I have MS and have had several new health issues leading me to not get my ********* domain renewed on time. I had this happen another year I believe due to a MS relapse. I had been able to get my domain renewed in the past as it hadn't been resigned to anyone. I have been told I can get it back but it sounds like they are shinning me on just to email me later saying I can't get it back.
  
  Now that they have moved to a foreign call center, they seem like they are favoring ************** for some reason to take away my account. If so this isn't just an isolated issue even if it is the first you are hearing of it. I had several people tell me at Network Solutions they could get my domain back but it failed. While trying to work with Network Solutions one of the employees let the ************** connection slip. They wanted to get me to pay ************** even though my domain wasn't yet assigned to them. I didn't pursue it the but have called back on 12/22 and 12/23 with the intent to have them contact ************** to get a price for my domain if they would sell it back.
  
  I broke down and called Network Solutions back trying to get them to 'Contact' ************** to find out how much it would cost to by a domain name from ************** they don't yet own. Called on 12/22/22 and 12/23/22. These two times they said I could get it back as ************** didn't own it, nobody owned it as it hadn't been taken out of the backoffice system to be resold. I have been told multiples of prices it should cost for me to get back from $42.99, around $149 I think, and around $349 I think. Today it was about $149. I ha e said yes to all those prices.
  
  I don't mind talking to a foreign call center, but I am getting the feeling like they are shinning me on when talking to me as opposed to not knowing what they are doing. It is very frustrating. The re-obtaining your domain is very much a thing unless it was taken out and made available to others and is driving me nuts what they are doing with me and shinning me on.
  
  Thank you,
  *****

  Business Response

  Date: 01/11/2023

  Dear Better Business Bureau,  
  
  We have received the complaint for ***** ********, complaint #********. 
  
  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with several team members to better understand these issues and respond appropriately. After completing a full review of the account, we can confirm the following:? 
   
  We sent our client failure to renew notices on 10/28/2022, 11/12/202 notifying our client we could not renew their domain through the payment method on file. On 11/27/2022, we send our client an additional notice that the domain had been deactivated. Unfortunately, as this domain had expired, it was available for acquisition by 3rd parties, and the domain is currently under new ownership. 
   
  The domain is currently not for sale, but a back-order can be placed for the domain, for when it becomes available for registration again. This can be done by visiting: ********************************************************************************* 
   
  Additionally, through this page, a certified offer can be made on the domain, requesting the purchase of the domain from its new owner.
   
  In light of clarification to the response of the client, Network Solutions considers the matter closed and asks that the BBB will do the same. 

• Initial Complaint

  Date:12/13/2022

  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 hired Network Solutions to transfer my domain and web page for company to their service and added a new site. They transferred ********************* and all worked well for about a month. I ask upfront if they had the knowledge to handle a PHP database web page and they assured me they did The page worked for about a month and then All of a sudden before they finished making link repairs to the page so it would work as it should, there was some kind of server error and the SQL in my manager was deleted. I can no longer update the page, add new listings, remove old listings. It was a $4,000 web page and they have destroyed it. It sits there everyday and I am unable to use it for business because of the inability to update photos, listing, rentals, lands etc. The hosting department says they do not have the knowledge to fix the page. Well, if they can't fix their errors, then why are they in business. I find it very hard to believe that someone at Network Solutions does not have the expertise to repair what they messed up. It has cost me possibly thousands of dollars. To find another company to fix it will probably cost hundreds of dollars or possible an entirely new web site being built. They destroyed my property,

  Business Response

  Date: 12/22/2022

  Dear Better Business Bureau,  
  
  We have received the complaint for ****** ********, complaint #********. 
  
  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with several team members to better understand these issues and respond appropriately. After completing a full review of the account, we can confirm the following:? 
  
  Our client’s requested our assistance with transferring their website from their former host, to Network Solutions with the prerequisite our hosting can support both their PHP website and associated database, which was completed. 
   
  Unfortunately, our client’s website experienced an error sometime after this transfer. While Network Solutions can offer basic troubleshooting and has done so, as the website and database were created by a 3rd party, Network Solutions may not be able to fix the problem our client is encountering. Network Solutions has attempted to explain to our client that we are not responsible for maintaining their 3rd party code, as we are primarily a Do-It-Yourself host.  
   
  We have restored the client’s content as requested, however unfortunately, errors still remain within the customer’s website. This is not within Network Solutions ability to fix. We recommend our client utilize a backup of their website and database to restore their website to an earlier state. 
  
  In light of clarification to the response of the client, Network Solutions considers the matter closed and asks that the BBB will do the same. 

• Initial Complaint

  Date:12/12/2022

  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 been having various issues with email at Network Solutions. One issue is that Network Solutions is filtering emails and classifying emails as spam that are not spam. Because we use a POP3 account, which they allow, emails they classify as spam do not come into our computer email. Example of emails they are calling spam - emails from banks, credit cards, suppliers, possible customers. Every email that has been classified as spam is NOT spam. We have spent hours and multiple days on the phone with them for, almost, 9 weeks now. We have spoken with at least 10 support people. They give suggestions to fix that do not work, same suggestions repeatedly. They have "propagated" our domain many times claiming resolution, despite us telling them it never works. They will not let us speak to a original support person who has dealt with this already and they are not willing to transfer us to a higher level or to the backend (which is where the problem lies.) They keep telling us it is our problem with settings and filters, but we have tried their suggestions with zero results. It is a problem at NS. We also have emails that never reach us, which means there is filtering before the filters at NS, mostly with VadeSecure. It is impossible to get this issue fixed. It is a simple programming issue on the backend to whitelist our domain so we do not get any email put into spam. When a "specialist" finally responded to our case (2 weeks later) we were told to do the same as we have already been told, to go to setting and set filters. The filters do not work. Then when we pursue with "specialist" they tell us our case is closed. We have no recourse!!! It is impossible to get help needed and our business is suffering.

  Business Response

  Date: 11/27/2022

  We have received the complaint for ****** ******, complaint # *****969.
  

  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with our team members to understand these issues better and respond appropriately.
  

  Our Executive Response Department attempted to contact the client; however, they were unsuccessful. At this time, we can confirm the client is in contact with our support team to have the issue resolved. If the client needs any further assistance, we ask that they contact our customer service department and reference this case number: OEML-324473.
  

  We sincerely apologize for any frustration or confusion this may have caused and thank you for being a customer.
  

  Sincerely,
  

  New Fold Digital Executive Office
  

  
  

  Business Response

  Date: 12/08/2022

  Dear Better Business Bureau, 
  
  We have received the complaint for ****** ******, complaint # ****
  
  Please know that we apologize for any frustrations the client has experienced. We have reviewed the client’s response and have revisited their concerns. 
  
  We can confirm that we have made direct contact with the client to address their concerns raised in the complaint. At this time, our engineers have added a rule that should allow emails to be placed in the spam folder via POP. We ask that the client mark emails as "not spam" to prevent legit emails going into the spam folders. 
  
  Network Solutions strives to improve our services on behalf of our clients, and the email migration was done to improve security of our email services, and if the sender has invalid DNS records, such as the SPF record, or DKIM - DMARC is not set. It can cause the server to reject the message, because the system is unable to verify authenticity. Sort of like needing to sign for a package you receive via mail, if no one is able to sign or verify they are who they say they are, the shipping company won't leave the package.
  
  In light of this clarification to the response of the client, Web.com considers the matter closed and asks that the BBB will do the same. 
  
  

  Customer Answer

  Date: 12/12/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: 18414969

  
  
  

  I am rejecting this response because: the spam issue is not resolved.

  We have hired Network Solutions to receive and deliver ALL emails directly to our email client. Network Solutions offers POP accounts. We specifically require POP for our business and want ALL emails delivered to our email client.  Yet Network Solutions ONLY forwards emails they designate to go into our Inbox in their webmail, those are forwarded properly to our email client. However, they filter emails and designate  many emails to go into spam in their webmail and these are Never forwarded to our email client. This is not acceptable. We have been customers with Network Solutions for over 20 years and have had no issues with this until end of September beginning October. We are a business need all to receive ALL emails. For all these years, we have only used our email client to obtain and handle emails. Now we must daily  go into the Network Solutions web mail to check if anything is in their spam and then classify all the spam as "Not Spam". Then those spam will be transferred to the webmail inbox and eventually to our email client. This is double work for us, and not sustainable.
  

  We began contacting Network Solutions beginning of October 2022 and have continued nearly daily to reach out and ask for them to simply have ALL emails delivered to our email client and not to filter any emails as spam. We want them to set our account to operate as a proper POP account, as they say they provide. They have no business censoring our email. Some emails that are put into spam are from financial institutions - Banks, paypal etc. Some are from companies for which we are members. We have even had Amazon receipts and notices classified as spam and not delivered to our email client.

  Recently, because of our contact with BBB, a representative from New Fold (apparently owns or is part of Network Solutions) has tried to get engineers to fix this and to have them go to our account and mark "No Spam". He did try to accomplish this but with no success. WE continue to get same action as previous attempt since October 2 - propagation, contacting a specialist, wait 24-48 hours and see if what they did works, never worked.

  Specifically to the solutions offered in the reply to our complaint:

  We are told to mark emails as "not spam". This is not a solution, it is our problem. POP accounts should have ALL emails directed to the accounts email client. WE do not want to to go into Network Solutions daily and multiple times daily to see if we have spam. This will all be avoided if the backend would simply >>>>>

  We are told the the migration was done to improve security. We assume this refers to something they did sometime end September/early October. If this is so, then why do we continue to get phishing emails directly into our email client, but legitimate emails are held back and classified as spam. We can easily block and delete any phishing emails ourselves, but we cannot easily receive all legitimate emails. Plus, some days legitimate emails will be delivered to us and in same day the same sender will be put into spam -very inconsistent.

  We are told that if the sender has invalid DNS records or DKIM-DMARC is not set the server will reject the message. Again, we have had the same person send multiple emails in same day from same address and only part of emails arrived. The ones that did not arrive are lost in cyber space, as the sender did not receive a notification that they could not send to us. This is also random and is not explained by using an invalid DNS or marking DKIM-DMARC -since some emails arrive. 
  

   

   

   

   

  We have had other issues with Network Solutions as well and our first contact with them was October 2. Some other issues seem to work now, such as emails never even reaching the network solutions inbox or spam and the sender was never notified. Therefore, we were unaware of emails coming to us and the sender that we had received. This is not a workable situation for a business. This problems seems to have ended.
  

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:12/06/2022

  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.

  For over six months, I have tried to have Network Solutions unlock my domain so that I can transfer it. They required that I send a notarized version of a letter from the president of my organization, my divorce and marriage certificate, my drivers license and passport- which is absolutely crazy. They then said that they were processing it but then proceeded to lose all the documentation so I had to resubmit it. Then they lost it again.
  
  I told them I was not resubmitting it and that they had to release my domain. Last week, I called again after they charged my credit card for another year. They said that they would release it but I still had to pay.
  
  They still did not release it after I paid my webmaster to go thru the steps to transfer it.
  
  I have spent almost 50 hours on the phone with this company. They are a sham. My domain after all this has still not been transferred. I want it done immediately. I also want my time compensated financially and an apology.

  Business Response

  Date: 12/16/2022

  Response to Customer:
  

  We have received the complaint for ***** *********, complaint # *********
  

  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with our team members to understand these issues better and respond appropriately.
  

  Our support team attempted to contact the client; however, they were unsuccessful. Upon our research we see that the transfer key was sent out on 12/6/2022 and 12/9/2022 without any error. We ask that the client contacts our support team via phone to assist with transferring domain if still needed. If the client has any further questions, please contact our support team and reference this case number: *********.
  

  We sincerely apologize for any frustration or confusion this may have caused and thank you for being a customer.
  

  Sincerely,
  

  New Fold Digital Executive Office
  

  
  

• Initial Complaint

  Date:11/30/2022

  Type:Delivery 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 email address is through my domain name. I have my license to my domain name through Network Solutions. On November 14, my license expired. On November 15, we re-upped my license. Network Solutions has not delivered the license to my email provider, which is Office 365. As a result, my work email and my paralegals' email have been down for 2 weeks! We have spoken with Network Solutions every work day for 2 weeks, and they are unresponsive.

  Business Response

  Date: 12/01/2022

  Dear Better Business Bureau,  

  
  We have received the complaint for ******** *******, complaint #********. 

  
  Please know that we apologize for any frustrations the client has experienced. We have reviewed the client’s response and have revisited their concerns. 

  
  We can confirm coordinating with our engineers to activate the product successfully. We have since reached out to the client and confirmed their **** licensing issue is resolved. 

  
  In light of clarification to the response of the client, Web.com considers the matter closed and asks that the BBB will do the same. 

• Initial Complaint

  Date:11/29/2022

  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 to repeatedly call Network solutions to cancel billing on products I already canceled repeatedly before. I have had to call Network solutions repeatedly to cancel auto renew on products that I already cancelled auto renew on before several times. I have had to call Network solutions repeatedly because the representatives would not help me or hung up on me or refused to transfer me to a supervisor or transferred me to a random person instead of a supervisor, or because the automated phone message told me my call could not go through over and over again, or because the automated phone message system would not put me through but kept repeating the menu over and over again.

  Business Response

  Date: 12/07/2022

  We have received the complaint for * ********, complaint # ********.
  

  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with our team members to understand these issues better and respond appropriately.
  

  Our support team attempted to contact the client several times; however, they were unsuccessful. We ask that the client contacts our support team via phone to cancel the services as requested. If the client has any further questions, please contact our support team and reference this case number: *********.
  

  We sincerely apologize for any frustration or confusion this may have caused and thank you for being a customer.
  

  Sincerely,
  

  New Fold Digital Executive Office
  

  
  

  Customer Answer

  Date: 12/07/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because:  I have repeatedly explained to Network Solutions that I cannot hear well over the phone and they should email me with any question or comment.  I am never, NEVER wanting to call them again.
  

  
  
  

  Regards,

  
  

  * ********

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 12/16/2022

  We have received the complaint for * ********, complaint #********.
  
  We apologize for any frustrations our client has experienced regarding this complaint. 
  
  We can confirm none of our client’s products are currently set to automatically renew. We send our client’s notices of their products expiring, reminding them they do not have automatic renewal, as it is extremely critical in this day in age for products such as domain names, hosting, email to not be interrupted by lapse in payment, as this can be extremely business critical.  
  

  In light of clarification to the response of the client, Network Solutions considers the matter closed and asks that the BBB will do the same.
  

• Initial Complaint

  Date:11/28/2022

  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 found that I have been being charged $7.99 a month for over 2 years for nothing. I contacted your online chat service person and asked what and why I am being charged? They said it is for hosting services. I asked what domain name are you hosting for me, and got nothing, because there is nothing to host! I have no domain names with Network Solutions, so how could you be charging me for this service? I asked for a refund for this as you are not hosting anything and I was being charged for nothing. The representative told me that he would turn off the auto renewal so I would no longer be billed, and I said no, close the account. He said he can't do this and that I would need to contact your loyalty team during the week. He also told me that I am not able to turn off auto renewal, only he could. I asked for a copy of our chat communication, and he said he could not provide that. This is horrible service and very shady business practices. Please provide a refund and close this account immediately. Regards

  Business Response

  Date: 12/06/2022

  We have received the complaint for ****** *****, complaint # ********.

  Please know that we take customer dissatisfaction very seriously.
  As a result, we have reviewed this matter thoroughly with our team members to
  understand these issues better and respond appropriately.

  We can confirm that our support team has attempted to reach out to
  the client to work towards a resolution but they were unable to establish
  contact. Furthermore, the charge of $7.99 is for a DIY hosting package that was
  purchase on May 15, 2020, and our records indicate our support team disabled
  the autorenewal feature on November 26, 2022. Since we were unable to reached
  the client by phone, in order to authenticate the client to the account, we ask
  that they contact our support team, when available.

  We sincerely apologize for any frustration or confusion this may
  have caused. Should the client need additional assistance, please feel free to
  contact our support team.

  Sincerely,

  New Fold Digital Executive Office

• Initial Complaint

  Date:11/23/2022

  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.

  Hi,
  Cape Cod Modern House Trust is charged $3.71 on our credit card bill every month from them. I discovered we do not need this product. On July 28, 2022 I discontinued the service (after going through many "security" hoops). We continued to get charged. And we received a new notice to renew. I contacted them yesterday and was told they would send a verification code to my boss (whose email this account is associated with) and I could use that code to cancel. Today when I called with the code, they told me this would not work. I feel like it is a run-around, and people may just let a small charge like this ride. They will not cancel this, although I already DID cancel it.

  Business Response

  Date: 11/28/2022

  Dear Better Business Bureau,  

  
  We have received the complaint for ******* ****, complaint #********. 

  
  Please know that we apologize for any frustrations the client has experienced. We have reviewed the client’s response and have revisited their concerns. 

  
  With the complainant not being listed on the account, we can confirm they would not have the authorization to make any account changes as previously described by them. We have since contacted the primary account holder who met with the complainant and confirmed they would like to cancel the domain and the associated email address linked with the domain. We can confirm the cancelation has been processed successfully.  

  
  In light of clarification to the response of the client, Web.com considers the matter closed and asks that the BBB will do the same. 

• Initial Complaint

  Date:11/16/2022

  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 own the doman name for my company *************************. I have been with Network Solutions (NS) since 2021. I am in process of switching my website and the IT guys from that company assisted me with changing the nameservers to theirs. I reached out to NS after a few days since the site was still not up and active. The tech guy told me it was the other companies fault and they needed to address some things. After 5 days and still not active or functioning I reached out again and NS still would not assist with the problem (which was on their side). I ended up going with a new company -Go Daddy- and while it takes a few days to transfer NS is now using MY domain name to advertise trips to Hawaii etc. I did not authorize their use of my owned domain name. I would like a refund for three months of past service due to bullying behavior and using my owned domain name without authorization. This is horrible business practices. See screen shot uploaded and attached to this complaint.

  Business Response

  Date: 11/25/2022

  Dear Better Business Bureau,  
  
  We have received the complaint for ******** *****, complaint #********. 
  
  Please know that we apologize for any frustrations the client has experienced. We have reviewed the client’s response and have revisited their concerns. 
   
  We are sorry to hear our client experienced difficulties updating their nameservers. Our records indicate our client was able to successfully update their nameservers to their new host on 11/09. Once a nameserver is changed from Network Solutions to a new host, Network Solutions is unable to modify your domain’s records. This appears to have been the problem our client was experiencing. Updating the domain’s DNS records after this move, would be on our client’s new host for their nameservers. 
   
  Our client, still experiencing issues with their domain, reverted their nameservers back to Network Solutions, but did not modify the DNS records once they switched back to point to a website, thus displaying a generic under construction page.  
   
  We cannot provide a refund for this product in question, as the product in question is a domain name, and our client is paying for the use of this domain with the governing body of the internet, ICANN. As this domain has since been transferred to a different registrar, there is unfortunately nothing else we can do in this matter. We wish our client all the best in their future endeavors.  
  
  In light of clarification to the response of the client, Network Solutions considers the matter closed and asks that the BBB will do the same. 

  Customer Answer

  Date: 11/28/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because:  There was nothing wrong with the name servers. NWS makes it almost impossible to leave their company.  I lost weeks of time due to a lock on some part of the transfer process.  I had to transfer my domain to GoDaddy to get the nameservers working properly. 
  

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 12/06/2022

  Dear Better Business Bureau,
    
  We have received the complaint for ******** *****, complaint #********.
  
  Please know that we apologize for any frustrations the client has experienced. We have revisited our client’s concerns. 
   
  The cost that is paid for a domain name is for use of this domain name in the domain name registry. Unfortunately, as our client has transferred their domain name from our organization to another company, we cannot provide any compensation as a customer gesture. 
   
  We want to apologize for this experience and wish our client ******** all the best in future business endeavors. In light of clarification to the response of the client, Network Solutions considers the matter closed and asks that the BBB will do the same.

• Initial Complaint

  Date:11/11/2022

  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.

  Network Solutions has a HUGE responsibility to facilitate ownership and continuity of domain names. I have a client who purchased an established business from the widow of the previous owner. One of the most valuable parts of this purchase was the domain name, which was active for over 20 years. After FOUR MONTHS of waiting for Network Solutions to change the ownership of the domain, all of the status of that domain - because it has been down for months and months - is gone.
  
  My client has filled out Network Solutions' form multiple times and complied with ALL of their requests - they have provided a death certificate, all business purchase documentation, etc., and STILL nothing.
  
  If you value your business and it's digital footprint on the web and all that that entails, my advice is: DO NOT USE Network Solutions.
  
  As of this complaint, I am on hold for at least the 50th time after being on the phone with them for 2 hours this morning alone. This simple domain transfer is STILL not done.
  
  My client is preparing a lawsuit because Network Solutions has left him no choice.

  Business Response

  Date: 11/23/2022

  We have received the complaint for **** *********, BBB complaint ID ******** 
  . 
  Please know that we take customer dissatisfaction very seriously. As a result, we have reviewed this matter thoroughly with several team members to better understand these issues and respond appropriately. After completing a full review of the account, we can confirm the following:? 
  
  Unfortunately, the client did not provide a specific domain name for us to research the issue further, we have reached out to **** requesting the domain name or ticket number that he was previously working off of in order to investigate further. 

  
  In order to transfer a domain name from a deceased account holder the requestor may sometimes be asked to provide business or legal documentation showing they are entitled to inherit the account. If provided a ticket number we can investigate any of the documentation submitted mentioned by the complainant.  
  
   
   
  We sincerely apologize for any frustration or confusion this has caused.? 
  
  We wish ****. the best of luck in their future endeavors.?