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:10/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cannot log into my ****** email and I have contacted them at least 10 times to help me. I assume that I have been hacked and I need help from them. Please help

  Business Response

  Date: 10/18/2023

  ****** support confirmed that the user submitted a support ticket this morning at 6:13am regarding access to their account. We reviewed the account and its settings and found that the account was not hacked or compromised in any way. We replied to the users support ticket at 9:05am with instructions to reset their password and if they had further questions they can immediately come to the Reagan.com Live Chat for assistance from a live agent. We will await confirmation that they've reset their password and logged into the account.

• Initial Complaint

  Date:08/23/2023

  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.

  My email was hacked. Now I can't get into my email nor will my answer to the secret question be accepted. I need help. I actually sent in a request to cancel this email because no one is getting back to me. This is the 6th or 7th time I've reached out. DO NOT send and email. I can't get in to see it!

  Business Response

  Date: 08/23/2023

  Reagan.com called the user and informed them that due to the repeated spam violations that the account had been disabled.  Customer support explained the hazards of clicking on spam emails and updated the users profile with their current alternate email address and gave them instructions for live chat for immediate assistance.  Support also updated the verification questions for security purposes and the client thanked us for contacting them to regain access to their ****** account.  

• Initial Complaint

  Date:08/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My email account was hijacked because of extremely poor security on the part of the provider. Multiple attempts to contact the provider to resolve this issue were ignored.

  Business Response

  Date: 08/22/2023

  Reagan.com customer support received an email from the user on 8/21/23 at ******* cst regarding the inability to access their respective email account  Customer support responded at ****** on 8/**/23 to this inquiry via email and the user's alternate email address.  On 8/22/23, as we reviewed the BBB complaint we also responded at 10:07am to the @protonmail.com address that the user submitted for the complaint.  The user was given instructions to reset their password and given steps to chat with a live agent for immediate assistance at ****** Live Chat at www.reagan.com if their attempt to reset their password was unsuccessful.

   

   

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20496841
  
  I am rejecting this response because:

  The first hijacking of my account occurred on August 17th and Fortify/Reagan.com was alerted of this.  They took several days to respond due to insufficient customer support and did little to nothing to prevent further improper access to my account and my private information and remain negligent in putting in proper safeguards as multiple additional unauthorized access episodes have taken place.

  In addition, they have entered my email folders and deleted emails without my permission.

  I did not and have not received the service I paid for and believe significant personal harm will occur due to Fortify's negligence.

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

  Business Response

  Date: 08/28/2023

  Reagan.com support communicated with the client further regarding the continued disabling of their account and suggested a rename of the current Email Address as the current account had been corrupted.  This would allow the user to retain their inbox contents and receive emails from the old account and resolve the constant disabling issue.  We have renamed the account and given the user instructions to reset the password as well as reset their respective security question and answer should they decide to do so in the future.  The email transcript will remain open until the user has logged in and confirmed that everything is functional and any email clients/mobile devices are configured.

• Initial Complaint

  Date:06/13/2023

  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.

  On or about 5/30/2023 my ******@reagan.com email password was deactivated. I went to reagan.com and chatted with Massinmo (or similar). I was given instructions to reset my password but i wanted to know how/why this happened in the first place - no answer was given. The instructions failed several times and then it occured to me that I had been getting renewal reminders, and then realized they needed my new cc, so I clicked a link on a reminder email, completed the form with my cc and submitted it. All good, right? Well, after this, I able to reset my password. A few days ago, my ******@reagan.com email, again, had password failure. We are expecting our first grandchild any day now and she's been wanting out early, so this was not a priority until yesterday. Yesterday, I went to **************** and chatted with ******* who told me I had not paid and therefore my email account was forever closed (paraphrased). I explained the above. Was told they never got my cc info. I was furious and asked "who, then, has my cc info, and what did they do with it?". I can tell you, bbb, I am not that special and there is no way i am the only one this has happened to. Reagan.com has mishandled my CC info, mishandled my email account - i trusted them with my personal email. I was told by ******* that my email is erased, gone, cannot be recovered. ******* is most unprofessional. I asked to be connected with management, and he told me a supervisor named *** would call me. I reconfirmed this morning and again ******* said she was not in, yet, and would call me. Now, i am chatting with ********************* and he tells me NO PHONE contact. ok, so now we know that **************** is a joke, probably on the way OUT but that is no reason to lose my cc info and trash my email. Please help. I am willing to submit such info to government regulatory agenices.

  Business Response

  Date: 06/13/2023

  ************************* entered Reagan.com live chat on June 13, 2023 to discuss her email account, *****************.  The user stated that they were awaiting a call from a Manager. We informed the user that ********************** utilizes live chat as its primary source of communication with its customers so that we are able to keep a transcript of the conversations with our users so we can reference them in case there are any issues.  **************** stated that she was unable to log into her account at which time, our agent informed her that the account ***************** had expired.  The account included a three (3) year subscription which started on April 24, 2020 and concluded on April 24, 2023.  The agent informed **************** that each ****** account receives email notifications over 30 days prior to the start of the renewal ******. Reagan.com users are also given a thirty day grace ****** from the expiration date to renew their account.  During this grace ******, the account remains open and fully functional.  After the conclusion of the grace ******, the account is electronically disabled. Once an account is disabled, the user has an additional 14 days to renew their account before the account is removed from our servers.   ******************** account was disabled on May 25, 2023 and removed on June 8, 2023. 

  **************** stated that she made a renewal payment prior to the expiration of her account.  The accounting department confirmed that the last payment made on the account was April 24, 2020. (see attachment for subscription ******)  She was never charged a renewal fee at any time.  Reagan.com utilizes HTTPS security protocol and at no time was **************** charged for her Reagan.com account other than April 24, 2020 and June 13, 2023.  The agent informed **************** that she would be able to repurchase her account and her prior emails and data were still intact.  The agent gave her a link to repurchase immediately and waited until the purchase was confirmed in our system.   The agent also walked **************** through the log in process at which time she regained access to her Reagan.com account. The chat concluded at that time.

• Initial Complaint

  Date:05/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a ****** customer for many years and, until lately, the service was great. However, about two months ago I lost an entire weeks worth of emails. No one could tell me why nor could they restore them. Recently my password did not work. This has happened before and I just reset my password. However, this time it did not accept my secret answer so I could not get into the system. I have sent five or six support requests but have not received a single response. I wont use chat since, when I tried to use it on the previous problem they could not help and just signed off.

  Business Response

  Date: 05/26/2023

  Reagan.com has reviewed the client's account and called the user at the phone number provided within the complaint.  The user was not available so we left instructions to reset their account password and they have the ability to reset their account customer information as well.  We also provided an email address if they have further questions and we offered live chat which is available from Monday through Friday, 8:00AM to 8:00PM CST and also available on Saturday and Sunday from 9:00AM to 4:00PM CST.

• Initial Complaint

  Date:05/10/2023

  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 get numerous spams every day and that is one of the reasons I joined reagan.com and I can't find a phone number to contact them and their chat line has never worked every time I have tried it.

  Business Response

  Date: 05/11/2023

  Reagan.com responded to ************** via his Reagan.com email address and his alternate email address on file which were the only forms of communication.   We reviewed his account and adjusted his spam filter settings to prevent future occurrences of spam going to his inbox.   We also informed ************** of our live chat availability which is Monday through Friday, 8:00AM to 8:00PM CST and also available on Saturday and Sunday from 9:00AM to 4:00PM CST.  We instructed him to use an alternate browser such as Chrome, Firefox or Opera as it is possible there is a setting in his current browser which is preventing him from viewing the Chat Support option on our homepage.  ************** was also given our phone number where he was instructed that he can leave a message with his name and ****** email address so that we can respond to his inquiry via email.  
  

• Initial Complaint

  Date:02/20/2023

  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.

  One day all of the inbox emails were moved to trash and my app on my phone quit working. I sent a note to support explaining and hOne day all of the inbox emails were moved to trash and my app on my phone quit working. I sent a note to support explaining and have never got an answer or correction to put emails back. I have sent more requests with no responses exeot one i finally found where it said problem solved but it is not. I was told to use on line chat several times located in lower left corner but there is no such thing. There is an icon labeled help that only brings up a box to fill in to send a message that after sending says someone will get back to you but does no one does. Then the trash file was apparently dumped after i specifically sent a message that I didnt want that to happen. Now when i go to support page it appears it is stating i have box problems and the previous notes I found once are gone. This process has been so convoluted I cannot remember all the things i have sent and tried to get this resolved.

  Business Response

  Date: 02/21/2023

  I replied to the user at their respective ********************** email address.  I noted that there are over **** emails in the trash folder and ****** emails in the recover deleted email folder and submitted the steps to access that folder and move the emails back to the inbox should the user decide to proceed.  The user stated that they were not able to view the live chat option and I suggest multiple browser options as this is an indication that the browser that is in use is preventing the live chat from appearing.  I will await the user to respond so that I can walk them through the setup on their mobile device.

• 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.

  Yesterday I tried to log into my email account and it didn't like any of my information. I have been a customer for several years and this happened before. And I have tried to get tech support ever since. No response, terrible customer service. I need this repaired for business reasons.

  Business Response

  Date: 12/05/2022

  The client, ******************************* interacted with the Reagan.com support team on November 29, 2022 via email and was given instructions to log into her ****** account and regain full access to the account.  Her initial issue of inability to log into her account has been solved as of that day.