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

  5163 NW 74th Ave Miami, FL 33166

• 

  Network Solutions

  Herndon, VA 20172

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:10/17/2022

  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.

  A little over a year ago, i found out i was being sent overseas.
  
  I got online, contacted Network Solutions and was assured by this company that i was having my payments put on hold while i was away.
  
  13 months later, i come home and start checking up on things only to find out i've been charged 49$ a month, every month. Nothing was put on hold like i was told it would be.
  
  I understand the no refund policy for auto renew, but this is different. This was the companies mistake, not mine. They charged me after i contacted them and had them stop it. THEY told me they stopped it, but charged me for months (12 months of zero activity on the account)

  Business Response

  Date: 10/20/2022

  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 our team members to understand these issues better and respond appropriately.

  We have refunded a total of $544.83 for the 11 months that the client was charged for regarding services they did not want to keep. We have sent a notification of the refunds to the client in our ticketing system via email in ID OEML-287744. Please allow 5-7 business days for this to show up as a credit on the credit card that was charged.

  Sincerely,

  New Fold Digital Executive Office 

• Initial Complaint

  Date:10/17/2022

  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.

  When I requested information from Customer Service Chat to transfer a domain from Network Solutions to GoDaddy for hosting, the Customer Service rep did not want to help me. He continued to be combative and ask why was I leaving. When I insisted on their help he became consistently arrogant so I phoned in and asked for help. Their rep was even worse, did not want to help me transfer my domain from his company to another one. He was angry and uncooperative but with the help of a GoDaddy rep on my other line, we got it done. After we waited the 7-10 days for the domain to land at GoDaddy hosting, I then proceeded to begin the process of migrating my email service over to the new account but needed help from customer service whereas when I spoke to them the man was wicked, told me they deleted it, why should they keep it, it does them no good to have it if it belongs to the domain. I reminded him that I did not request deletion of my corporate email system along with its' files and he sounded like the devil when he said, oh well. GoDaddy got on phone with me to call back and they requested from NS that they restore backup data file, they said 24-48 hours, I called back, no one has any info, I'm refused a manager and they won't record new reference numbers or escalations to help me retrieve my email. I've filed a report with the US Justice Dept but still need my email data for my company.

  Business Response

  Date: 10/24/2022

  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 investigated the matter and escalated a case to our
  back-office team to work on email recovery. We can confirm that on October 18,
  2022, the client’s emails and folder were restored. Additionally, our support
  agents attempted to reach the client by phone but were unsuccessful and
  followed up via email. We would like to make the client aware that our support
  teams had to reset their email password in order to properly troubleshoot and
  they can reset their email password or manage their services through their
  account control panel, including billing and renewals.

  We sincerely apologize for any frustration or confusion this may
  have caused. Should the client need further assistance, we would recommend the
  client reach out to support.
  
  Sincerely,

  New
  Fold Digital Executive Office

• Initial Complaint

  Date:10/11/2022

  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.

  In August, and then again today, Oct. 11, 2022, NETWORK SOLUTIONS internally changed my account to auto-pay, and charged my account with things I did not recognize. In August, the charges included my website, which is not due to be renewed until December. I got a refund for there fraudulent charges, and triple checked I was not on autopay for my website or anything else. At 12:01 am today, I was charged for another three years, out of the blue, which they will also be refunding. This has caused a problem for me as I reported this as Fraud and causing my debit card to be closed, another opened. They also created a "a*****.online" and put it on my account and set up autopay for that as well? I will transfer my business from them in December, after over 20 years with them, because someone, or the entire business is engaged in fraudulent activity.

  Business Response

  Date: 10/21/2022

  
  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; however, they were unsuccessful. We ask that the client contact our customer service department via phone so we can assist with canceling any services the client no longer needs.
  

  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:09/28/2022

  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 been ripped off frequently by a couple of the apps provided by this developer. I have made multiple attempts to contact them for which I do have proof. A couple of times they have responded and that was it, and never got back to me again. All they said was they would look into it. I am a disabled vet on a limited income and spending money on something that rips me off makes life become painful for me. It is depressing to know that the developer of this apps refuses to have any kind of dialog with me. I let a lot of the losses go because it is too much trouble to try to get a hold of the develop for the problem rather than just forget about it. But this last issue was to big to let go. On VideoPoker.Com's ********* **** on a $3 bet in the bonus round, I hit 8 out of 10 and then the game froze. This is happened to me many times, but when the game freezes in the bonus rounds you lose everything going into the bonus round and in the bonus round.
  I have almost all this developers apps on all my devices. Unfortunately, they have the best graphics and when things are going well they're going well. However, for those unexpected times when things do not go well they are not there for you.
  Due to the many problems I have had with these apps is probably the reason they won't get back to me. They just don't wanna be bothered with me.
  I have a fire tablet and an iPhone give it to me by the veterans administration and also I have a Samsung phone that was my own prior to that. I have these apps and all the devices, and then you're not functioning the same on each device. On the apple device I used to have no problems. On the Samsung device, they are occasional problems but they seem to work themselves out if you just have the patience to wait. On the fire device when it freezes it's a wrap. I have lost minor winnings on the Samsung but I did not bother with it because it was trivial to me. And all the time you would take to get anything done would that be worth my time

  Business Response

  Date: 10/21/2022

   

  Hello BBB,

   

  We have received the complaint for ***** *********, complaint # ********. We are responding to your recent complaint regarding the website Videopoker.com.

   

  We understand that you have expressed issues associated with the above referenced website; however, neither Network Solutions nor its subsidiary registrar brands are the registrant of the domain name, nor providing hosting services for the website. Network Solutions is simply the registrar of record, providing domain name registration services.

   

  Based on available public information, the website is currently hosted by Rackspace.com.

   

  As the domain name Videopoker.com is privately registered by the Registrant, we've forwarded this complaint to them directly. Please know we cannot provide any additional information or release contact information for the Registrant.

   

  Network Solutions will act with respect to domain name registration pursuant to the following:

   

  A request from the current domain name registrant.

   

  The terms of the Uniform Domain Name Dispute Resolution Policy (UDRP) issued by Internet Corporation for Assigned Names and Numbers (ICANN), the regulator body that oversees the administration of domain names; or

   

  An order from a court of arbitral tribunal of competent jurisdiction.

   

  If you have a dispute regarding your trademark(s) being used within the domain itself, please refer to ICANN's Uniform Domain-Name Dispute-Resolution Policy (“UDRP”) for information about your options: *******************************************************

   

  Please note that under the U.S. Communications and Decency Act, an internet service provider or web host is immune from liability for the content posted on a website by a customer, and therefore, neither (Brand) nor its affiliates would be a party to any potential court, arbitral or regulator proceedings.

   

  We sincerely apologize for any frustration or confusion this may have caused.

   

  Sincerely,

   

  New Fold Digital Executive Office

   

  Thank you,

   

  ****** ****** Executive Response Specialist, Customer Experience

  
  

• Initial Complaint

  Date:09/23/2022

  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.

  I have tried repeatedly to cancel services that were reserved for a business potential that ended up never being used at all. I even got a new credit card account number and cancelled my old one due to unauthorized charges. This morning I received an email thanking me for my payment of $73.98! I have no idea how my new credit card number was even located, but I have not authorized these charges. I previously both called and emailed and after much effort was told my services would no longer be charged. Buyer beware! Horrible company to work with. They even charged me a reinstatement fee! I DID NOT authorize!

  Business Response

  Date: 09/29/2022

  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; however, they were unsuccessful. After further research, we can confirm the client emailed our support team on 05/26/2022 to cancel her account. However, due to our terms of service, we require clients inside the United States to contact our support team by phone to cancel services. There were no further interactions before the renewal date causing the services to be renewed. At this time, due to the client being outside of our refund policy we can not provide a refund. We ask that the client contacts our support team via phone to cancel her 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: 10/03/2022

  
  

  [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 spoke with someone since the email about canceling the services.  I also did not authorize any new charges that were applied to my new account number, which was never shared with this business.  I do not recall the name of the individual I spoke with, the English was extremely broken and obviously there was a miscommunication as to what the next steps were.  I am requesting a refund before this escalated further, refund to be dated back to the date this was requested.  Thank you. 

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 10/12/2022

  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 Finance team cancelled the services that were charged and processed a refund of $73.98 as a courtesy. Support has tried to contact the client by phone to inform of the refund that was granted but has been unsuccessful reaching the client at their listed number. An email has been sent out to the client in regard to the refund that was processed, which should take around 5-7 days to reflect on their account. Reference refund claim id: *******
  

  Sincerely,
  

  New Fold Digital Executive Office
  

  
  

• Initial Complaint

  Date:08/31/2022

  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 updated their software in July and since this time, I have experienced a lot of ongoing issues with my email account that is hosted by Network Solutions. I have called in several times and always speak with a different person and each person tells me that they have fixed the issues and this is all good within 4 hours - but it never is!!!! I am using their webmail.
  Since all of the issues began, over a month ago, I no longer forward my webmail to my Outlook because they said this was not going to work anymore. But yet, even though they tried to push the blame onto Outlook, they still are not able to fix the problem that they created.
  ALL of my emails go into the SPAM folder and I have to go this folder and mark them "Not Spam" each time. It does not care if I get the same email 20 times in one day and I have marked each one Not Spam, the next email will still go into SPAM.
  Now after the last call 4 days ago I am getting error messages when I try to email people from my Outlook account using the vermontdisplay.com email address. THIS Is a new problem based on what ***** 'so called FIXED' 4 days ago.
  I am not sure what to do. I have my website and webmail with this company that does not seem to stand up to their own issues and errors which add hours and hours to my daily workload.
  In addition to asking for someone to truly fix the issues that Network Solutions has created, I would like some type of compensation for paying for services that truly are not being provided.

  Business Response

  Date: 09/08/2022

  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 our team members to understand these issues better and respond appropriately. 
  
  Our support team verified that there were incorrect DNS records which could cause potential issues with email delivery and removed them. We notified the client to monitor the email over the next 24 hours to see if there were any improvements with email delivery, but we did not have any feedback. We have tried to contact the client multiple times but have had no response. 
  
  Sincerely, 
  
  New Fold Digital Executive Office

  Customer Answer

  Date: 09/20/2022

  
  

  [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 tried to use this code on my account for renewing the domain and private registration for one year. I could not redeem the offer code. The message said "I don't have permission to use this coupon".

  It sounds nice that they agree to offer some type of compensation for the hours of work their company error created, but it was only an offer, an offer that I could not apply. There was no indication on the email that I needed to do anything special to apply this offer, just to use the coupon code they provided. 

  This is not acceptable. 

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 09/22/2022

  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 our team members to understand these issues better and respond appropriately. 
  
  We can confirm that our support team has renewed the client's domain vermontdisplay.com for free for 1 year in Order ID **********, and also extended the expiration date on the private registration service so that both expire on 04/13/2024. We have sent a notification of the renewal via email through our system in ticket # ***********. 
  
  Sincerely, 
  
  New Fold Digital Executive Office

• Initial Complaint

  Date:08/24/2022

  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.

  On 8/24/22 at midnight our website and email all went offline because Network Solutions suspended our domain with not warning or real reason. When reaching out to support we were directed to a chat function or a phone number that was staffed by individuals based out of the united states who told us that we received a verification email (which we hadn't - we received one in 2021 which had been dealt with). This created hours of our entire team not receiving emails and our website being down. The response was it will take 1-2 Business days despite it being their fault.

  Business Response

  Date: 08/29/2022

  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.  

  At this time, we can confirm the domain empowerschools.org is currently active and the website is resolving as secure.

  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.