Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/13/2025

  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.

  2/3/2025 I was notified my credit card payment of $49 for my website with Delta Media Group declined. I updated the card info on the site. I emailed DMG and received the following: We received your ticket (Re: UPDATE PAYMENT METHOD FOR DECLINED PAYMENT (DMG ID **********) and assigned ticket # ************* to this request.
  2/3/2025 I received an email from Ben W***** with screenshots showing my payment method had been updated. He wrote the following: Hello, thanks for sending this in. We are not actually allowed to enter payment information, but if you go to your profile -> privacy and billing -> edit payment info -> you should be able to update it yourself. I will say it looks like that card is already in there (pictured below) so assuming the card works, the payment should process.
  Main: **************
  Tech Support Direct: ************ 2/4/2025 I emailed DMG again because the payment had not been processed. I received the following response from Ben W*****: I am going to escalate this to our billing department to check on that. I will keep you updated.
  2/5/2025 Ben W***** wrote: Hello again, I heard back from our billing department. The card is being verified and it should run sometime this morning.
  2/7/2025 MY SITE WAS SHUT DOWN. I emailed asking why was the payment not processed.
  2/7/2025 Ben W***** wrote: As far as I can see on my side, the transaction was declined.
  Let me escalate this ticket to our billing department to see if there is any error. Account reactivated.
  2/10/2025 SITE DOWN. I emailed DMG and called my bank. DMG NEVER ran a payment.
  2/10/2025 Ben W***** wrote: Hello again,You are going to want to go in and triple check the card info on file, and make sure it is correct and the card is good. It looks like on 2/07, the process did try to run again, but the card was again declined.
  We've set up another timed deactivation. If you do not update the card info, and the process runs again, then it will be shut off again.
  2/13/2025 SITE DOWN

  Business Response

  Date: 02/18/2025

  ***** ****** was informed by our automated system 8 days prior to her renewal that her payment didn't go through. We sent her instructions on how to update her payment in our system and let her know that the charge would be ran that night. Our system runs every night and processes the credit card payments automatically. The transaction was ran on 2/2/25, 2/10/25 3 times and 2/13/25 all were declined. Each time Ms. ****** contacted our office we instructed her to verify the information she had entered into the system. Everything is automatically generated based on what the customer enters. We also suggested that she remove her payment information and reenter it. Also suggested to contact her credit card company to make sure there was not flags on her card. It looks like on 2/13/25 she entered a different form of payment and that was also declined. I have attached the attempts that have been declined.

  We would like this complaint removed from our record. This was the Agents responsibility to enter the proper information at no point was this our companies fault.

   

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I appreciate Delta Media Group’s response to my Better Business Bureau complaint. However, I must clarify that their response does not accurately reflect the facts of the situation. The company failed to process my credit card payment due to an internal issue on their end, not due to any error on my part.
  On February 18, 2025, after my website was deactivated again, I contacted their accounting department. A representative acknowledged that there was an internal issue with their payment processing, assured me that it had been resolved, and shortly thereafter, my payment successfully processed. This confirms that the issue was on Delta Media Group’s end.
  As a long-time customer who values their services, I expect the company to take responsibility for this mistake rather than shifting blame onto me. Their failure to properly process my payment resulted in the unnecessary deactivation of my account, which was both inconvenient and frustrating. I urge Delta Media Group to acknowledge their error and ensure better handling of such situations moving forward.
  I look forward to their response and a resolution that includes accountability for this matter.
  
  

  Regards,
  ***** ******

  Business Response

  Date: 03/04/2025

  The payment issue was resolved by entering another credit card. On numerous occasions we instructed to update the credit card information. We also suggested them to contact their card carrier to make sure there wasn't any issues. Our system is automatically configured to run the process for invoices and payments not manually. This appears to be a standard case of a declined payment that was resolved by using an alternative payment method. Payment declines can happen for various reasons (insufficient funds, security flags, expired card, etc.), and payment processors often don't share the specific reason with merchants for security and privacy reasons.

• Initial Complaint

  Date:09/05/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Delta Media requires in writing a 60 day notice to cancel your partnership and website service. They were notified on March 28, 2023 by myself, the owner. They still are charging our account and will not refund the last 3 months that they charged for a service they did not provide. The total owed is $159x3 months=$477. They contacted our office asking if we were ready to disconnect and was told the service had not been switched over, which they intentionally withheld information on our account for our new provider to be able to finalize our site. Which took several weeks. However, Delta was notified 60 days and continue to charge for a website they don't even have or service.

  Business Response

  Date: 10/19/2023

  The contract clearly states that a written 60 day notice of cancelation must be submitted.  ***** ******* stated in March 2023 that she wanted the site deactivated in May 2023. When Noel contacted ***** in May 2023 she stated that they did not want to cancel because their new site was not up yet. ***** said she would let us know they want their site with us deactivated. Therefore we continued to process the billing and payment was received. 

  When ******* contacted our office in September she was demanding a full refund for June, July and August. When Noel let her know there was no contact after May to advise when to deactivate the account. Noel refunded the September invoice and payment. However the prior invoices were still owed and payment was received. ******* did not like that and said "If we can't get our refund for June-August. I'll have to file a complaint with the AG and BBB."

  We do not think ***** is still with the company and that is why ******* is trying to blame us.

   

  Customer Answer

  Date: 10/19/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  ***** has been with my company for almost 8 years and is still with my company.  You asked for 60 day notification.  And that’s what you were given. All three months is owed.  You provided no service during that time and held my company website hostage by not cooperating so that we could take care of the transfer in a timely manner   Period   No one to blame but yourself   You were given written notice  period   

  
  Regards,
  
  
  
  ***** ******