Network Solutions ripoff Herndon Virginia
Network Solutions' customer service is appalling to say the least. In fact, they have a web site that really should be closely examined for programming errors. On top of this, NS' customer service attitude lacks the quality of taking ownership for the problem and executing a expedient solution.
My problem starts with a change in Visa debit cards. Over a month ago I had to ask my bank to replace my check debit (VISA) card. They did. Granted, I must go through and changed every vendor the old number is on.
Still, I was past due in getting my monthly subscriber fee into NS. I corrected the VISA numbers and then corrected my mailing address.
I then approved a monthly subscriber fee of $11.95 per month, the plan I was on before the billing issue arose. After concluding my online business with NS, I went into my bank account to verify the amount charged. I noted "$119.95", which is not what I approved.
I called NS customer service. I was on hold for 30 minutes to get this corrected. "Michelle" finally came on and said she would call me at home to verify issuance of a variance credit of $108 (119.95-11.95). She called back a second time to verify my credit card number. I appreciated her wanting to be accurate, even though a late night phone call left me very irritated.
She promised me a full credit of $119.95 would appear on my bank statement today, 10/13/05. It has not. She proceeded to program a monthly charge of $11.95, which is fine. The fact the credit is not appearing or pending in my checking account is a breach of their customer service promise by Michelle. She failed to tell me the refund would take 7-14 business days.
I went to look at the account Thursday morning and my bank has assessed $155 ($31 x 5) in NSF charges. They told me (800-480-2265) the NSFs are due to Network Solutions posting of that $119.95 charge. Now I am very mad at your company.
I called customer service at NS this morning and "Eric 012" told me NS is not responsible for this problem. A tenet of good customer service is taking ownership of a problem. In fact, he did everything possible to blow me off and tell me I was a liar.
If this is the way Network Solutions wants to do business with private website domains, one begins to wonder how big corporations feel about their corporate culture. I am out a net of $108 ($119.95 incorrect charge less $11.95 corrected charge). Also, $155 in NSF charges that Huntington Banks says are definitely related to the $119.95 charge on my account.
I faxed "Eric 012" my documentation. I seriously doubt he really cares about my problem and he will probably blow me off. Meanwhile, all Network Solutions has to do is call 800-480-2265 and instruct Huntington Banks to release the $119.95 charge on my account, and I also get $124 in NSF fees reimbursed to me. They did not want to do this because they felt that their job description does not encompass making such calls for customers.
I doubt whether Network Solutions really understand how this feels to me. Eric's attitude seems to be a reflection of NS corporation manifesto in raking in windfall profits at the expense of those who want to create their own websites.
To be wiser in all of this I am seeking web hosting on a localized level in Columbus.
John
Columbus, Ohio
U.S.A.
4 Updates & Rebuttals
John
Drums,Pennsylvania,
U.S.A.
Check Your Account
#5UPDATE Employee
Wed, January 10, 2007
John,
I am in tech support at NetSol, and first thing I suggest is to check your hosting account! The reason is, all sales done by reps awards them points towards pay bonuses, and a renewal is a scant 5 points which isnt much seeing how your weekly points goal in tech support is most weeks 2200 points.
So what reps do is cancel your current hosting account and purchase you a new one at a full years price which is a much large bonus sale. Then when off the phone they transfer all your files to the new account.
Also there policy is a free domain or renewal with a 1 year agreement which your 119 was. The Standard Hosting Package I believe, so even if you are asking for a charge back make sure that since they charged you for a year your domain was renewed for free with the year purchase.
As for reimbursement I can tell you that you will get the refunded difference but they will at all cost deny any additional bank charges. This is because you used a Debit Card not a Credit Card which carries no consumer protections like a credit card does.
Hope some of this helped. Good Luck
John
Drums,Pennsylvania,
U.S.A.
Check Your Account
#5UPDATE Employee
Wed, January 10, 2007
John,
I am in tech support at NetSol, and first thing I suggest is to check your hosting account! The reason is, all sales done by reps awards them points towards pay bonuses, and a renewal is a scant 5 points which isnt much seeing how your weekly points goal in tech support is most weeks 2200 points.
So what reps do is cancel your current hosting account and purchase you a new one at a full years price which is a much large bonus sale. Then when off the phone they transfer all your files to the new account.
Also there policy is a free domain or renewal with a 1 year agreement which your 119 was. The Standard Hosting Package I believe, so even if you are asking for a charge back make sure that since they charged you for a year your domain was renewed for free with the year purchase.
As for reimbursement I can tell you that you will get the refunded difference but they will at all cost deny any additional bank charges. This is because you used a Debit Card not a Credit Card which carries no consumer protections like a credit card does.
Hope some of this helped. Good Luck
John
Drums,Pennsylvania,
U.S.A.
Check Your Account
#5UPDATE Employee
Wed, January 10, 2007
John,
I am in tech support at NetSol, and first thing I suggest is to check your hosting account! The reason is, all sales done by reps awards them points towards pay bonuses, and a renewal is a scant 5 points which isnt much seeing how your weekly points goal in tech support is most weeks 2200 points.
So what reps do is cancel your current hosting account and purchase you a new one at a full years price which is a much large bonus sale. Then when off the phone they transfer all your files to the new account.
Also there policy is a free domain or renewal with a 1 year agreement which your 119 was. The Standard Hosting Package I believe, so even if you are asking for a charge back make sure that since they charged you for a year your domain was renewed for free with the year purchase.
As for reimbursement I can tell you that you will get the refunded difference but they will at all cost deny any additional bank charges. This is because you used a Debit Card not a Credit Card which carries no consumer protections like a credit card does.
Hope some of this helped. Good Luck
John
Drums,Pennsylvania,
U.S.A.
Check Your Account
#5UPDATE Employee
Wed, January 10, 2007
John,
I am in tech support at NetSol, and first thing I suggest is to check your hosting account! The reason is, all sales done by reps awards them points towards pay bonuses, and a renewal is a scant 5 points which isnt much seeing how your weekly points goal in tech support is most weeks 2200 points.
So what reps do is cancel your current hosting account and purchase you a new one at a full years price which is a much large bonus sale. Then when off the phone they transfer all your files to the new account.
Also there policy is a free domain or renewal with a 1 year agreement which your 119 was. The Standard Hosting Package I believe, so even if you are asking for a charge back make sure that since they charged you for a year your domain was renewed for free with the year purchase.
As for reimbursement I can tell you that you will get the refunded difference but they will at all cost deny any additional bank charges. This is because you used a Debit Card not a Credit Card which carries no consumer protections like a credit card does.
Hope some of this helped. Good Luck