Complain about a product or service

Network Solutions

Ruben of Jackson NJ writes (4/15/02):
In January 2002, I requested a transfer of registrar from NetWork Solutions to GoDaddy. After numerous e-mails confirming the request, my transfer went through. On April 3, I received an e-mail DEACTIVATION NOTICE from NetWork Solutions. I confirmed the same day that my domain was registered with GoDaddy as of January 24, and ignored the notice.

On April 5th, GoDaddy received a transfer request back to NetWork Solutions. I never initiated any request, nor did I authorize any transfer. I am outraged that NetWork Solutions has transferred my domain name back to them and that since I ignored the DEACTIVATION NOTICE, my domain name has expired. Ostensibly, I am OUT OF BUSINESS!

GoDaddy is unable to offer any help pending further investigation. They advised me to renew with NetWork Solutions. Therefore, I was forced to renew my account with Network Solution in order to resume my internet based business. It is my understanding that this practice is pervasive on the part of NetWork Solutions.

It appears that my company is out of business. My investors may perceive that my company is distressed.

Julia of Sonora CA (3/19/02):
I registrated a domain name with registrars.com in Jan. 2000. I was informed during the year they were bought up by Verisign and the name would be transfered to Verisign. In Dec. 2000 I called Verisign to see about renewal for 2001. I was told to renew with registrars.com and the name would be transfered.

In Jan 2002 I renewed with registrars.com. In Feb. I called to get the name switched to a new server that would be hosting my web site. I was told as soon as the transfer happened, and it was in process, they would do it. I went ahead and ordered flyers (5000), business cards, stationary and paid all fees to set up web site. March 2002 came and is almost over, I've sent out over 2000 flyers, passed out over 1000 business cards and can't get my name transfered to my new server. People can't get to my site, because I can't get the name transfered.

Everyday I call Verisign and everyday they tell me something different. Yesterday 3/18/02 they told me it was being deleted from the system that day and to back order it from snapnames.com. I had to pay another $69 to grab it once it was deleted, but it didn't happen. I called again today and they told me it was still in the transfer process from registrars.com. I am losing business right and left, am told by Verisign they really can't seem to find it in the transfer and registrars.com is no longer in business so there is no one to talk to there.

My domain name is paid for 2x's over and lost in cyber space and Verisign can't seem to do anything about it. I am losing money, under extreme stress over this, can't sleep and don't know where to turn.

Jan of Kansas City (1/27/02):
I attempted to transfer my domain name from Network Solutions to a less expensive registrar. My domain name was due to expire on January 26, 2002 and I made my request to transfer through the new registrar on January 5, 2002. On January 9, 2002, the new registrar informed me that Network Solutions had an invalid email address listed for my domain name and that I should contact Network Solutions.com.

I did so first by going online to the Network Solutions website. I could not access the account for this domain name as I had forgotten my password. I then called Network Solutions (hereinafter referred to as NSI.) The woman with whom I spoke (no name) told me that I needed to send a fax and gave me the specifics for doing so. I sent the fax, outlining the problem, requesting a change of password and a change of email address. I received no response.

I emailed NSI many times after that. Responses received were all the same, telling me to either call them or log onto the NSI website to change my account info. Since I had already called, I knew this to be futile. Since I did not have a password, I could not access the account online. I again sent a fax to NSI on January 19, 2002, again with no response from same.

Today, January 27, 2002, after all efforts to do otherwise proved to be futile, I decided to renew my domain name through NSI, in order to protect my interest (thinking that I would then transfer the name to the company that I wanted as my new registrar.) When I attempted to renew, I discovered that I also had to renew a website that I had purchased with the original purchase of the domain name. I could not merely renew the domain name. (I could, if I went online and changed my account info, telling NSI that I did not want to renew the website, but with no password ... ad infinitum ...)

I also realized that in order to renew, I had to agree to the "terms of service" which in part provided that "I could not transfer my domain name to a new server for a period of 60 days." I did sign this (under duress, of course) in order to effect this transfer and protect my domain name rights.

When I placed the transfer request with the new registrar, I paid the transfer fee. There is no refund of the fee if the transfer is not completed due to a problem with the original registrar. The fee was not a great amount, but having to renew through NSI and having to pay for a website that I did not want meant that I paid over 7 times what it would have cost me through the new registrar. I am prepared to file a lawsuit, pro se, if necessary.

John of Brooklyn (1/10/02)
I bought a domain a year ago and don't plan to renew. I asked another registrar to transfer the domain name, but Network Solutions denied my request becase the account wasn't paid (renewed). I called NS about releasing my domain, and was told that it will automatically be released in a short time. I've been waiting almost 3 months now.

Two days ago, NS disabled my domain, effectively shutting down my business (servers, emails, web, etc.). Although they disabled the domain, they still won't release it so that I can renew somewhere else. I've spoken to several NS representatives who tell me that there's nothing that can be done and that it's their "system" that makes these decisions. My demand is simple, either release my domain, or activate until the system decides to release it.

George of San Jose CA writes (11/01/01):
I purchased a web address and forwarding from Verisign and it doesn’t work. I have called, emailed and tried every way I can to get this corrected. I ran some marketing with this new address based on their statements that within 48 hrs my new address would forward to my old address.

Several hundreds down the drain. I think there is false advertisement and I think Verisign should credit my account for my costs of $406.00 plus several hours of my time and lost revenues. I am filing a small claims action and will continue to file complaints to every agency and action line, BBB, consumers affairs etc.

All the facts are documented by letters and receipts sent from Verisign. They know how to take money and should be held accountable for their poor service and false claims.

"M" of Santa Monica (6/8/01):
Domain names are registered for a period of a year or more. The registration payment for the following period is due on the anniversary date. Basically the domain name has a "paid status" until the next anniversary date. Network solutions refuses to release any domain and to process the transfer to a different registrar [An entity that registers domain names in the DNS on behalf of registrants (i.e., domain name holders)], if you request the transfer after sixty days BEFORE the anniversary date.

It's like having to pay your car registration for the next year before selling your car, even if you sell it 30 days before the anniversary payment due date. This practice is abusive and represents a clear violation of the domain name holders right to transfer registers and violates contractual agreements with their registrants.

The damages generated to the public are at a rate of $25.01 per domain name. Other registrars charge $9.99 for what Network Solutions charges $35.00. Same services rendered. By forcing you to pay the registration that is not due until the aniversary date, before releasing the domain name and authorizing the transfer to a different registrar Network Solutions is abusing their consumers.

My damages so far are $750.03 dollars as I can't move 30 domains to a $9.99 a year service, I also lost 4 domain names in an ocean of excuses and misleading information. One of the domains I lost was Adulthotline.com, now a porn site! operated by somebody else. I'm unable to calculate a monetary value for this loss, but I operated adulthotline.com for four years, building its traffic.

David of High Point, NC, writes:
On 3/27/99 I sent NSI a check for 70.00 to register the domain name "youmeweus.com." The check was paid on 4/3/99 by my bank. Yet the domain name continues to show available for purchase. I have written numerous letters and emails to NSI and provided a photocopy of the cashed check to substantiate my ownership.

Norman of Yorba Linda, CA, writes:
We have been trying to change the billing and administration contact email address that they have on file for our client and we are very, very frustrated. We have faxed to Network Solutions Registration Services three times and received different responses each time. We have sent the material they have asked for each time, and each time they ask for something else.

The client has owned this domain for over two years, and recently renewed it. We faxed that invoice to meet the bill with the address that they have on file for this account, his driver's license, signed letters generated from their "fax letter section" with my clients letterhead signed and dated. In the last attempt we faxed two letters (with company letterhead), one requesting a modification to his personal information, and the second asking to modify the registration record.

Both of them clearly referenced the domain name and tracking number per their request, but in the last response they replied "The authorization letter did not reference a NIC-tracking number and/or a domain name." Both letters in fact did reference a domain name and a tracking number. They have no phone number that "customers" can call, so how does someone get hold of them? I don't know what to do. I don't mean to be unduly sarcastic, but do I tell him that he basically paid for a domain name that he can't use? That's basically the result so far. I've spent 2 days trying to resolve this, and my client is not generating any business from his website since Network Solutions refuses to allow us to make the necessary changes on a domain name that he owns.

Randall of Keller, TX, writes:
This started as a simple mistake that continues to snowball. Here's part of my letter to NSI: "Late last year (1999) I decided to setup a business domain through Sprint's business services. Note that I already had been using them for my dial-up connection and personal web page.

Part of the process meant registering my domain name, for which Earthlink recommended NSI. I had heard and read some pretty scary things about NSI's poor service record, but decided to give Earthlink the benefit of the doubt (a mistake on my part in hindsight). When I registered my domain on your site, I entered my current physical address (this is key) as my business address, as one would reasonably expect [note: at this time I did not know NSI had my old home address in their database, related to my email address.

After registering, I was informed by Earthlink that NSI would send me a bill for $70 for registration to my home address. I had already known of this, and planned to pay by check. Not long after registering igeon, I received an email from NSI regarding paying online via credit card. As I would be paying by check, I disregarded that email. Note: after that I received NO further communications from NSI-- email, physical bill, warnings or otherwise (again, that is key). I just assumed it would take a while for me to receive the bill.

However, a few weeks ago customers informed me they could not access my site. I had noticed the same thing but attributed it to server problems at the location I was accessing the site from. I contacted Earthlink, where I was informed that NSI had put a HOLD on my account. I asked why; they said for non-payment. When I explained that I had received NO bill, the Earthlink rep was surprised, and said I should have gotten not only a bill but also TWO warnings before the domain was deactivated. When I said I'd never got a warning, he suggested contacting NSI.

There began a series of fruitless attempts to explain the situation to you folks. Not ONE of my phone calls has been answered, despite my camping out on the phone for 20 minutes or more at times. Most of my emails have received nothing more than automatic replies, and the ones that DID garner a human reply demonstrated that no one I have contacted is reading the emails. If you look at the example I am faxing, that fact should become obvious. I have stated NUMEROUS times that I never got a bill at all, nor any warnings, and that my domain needs to be reactivated, my address corrected and a CORRECT bill sent to my address. At the very least, email warnings should have been sent along with snailmail warnings. I can't understand why that did not occur. Do you have any explanation?

As far as I can tell, somehow my old address was retained in your records, and you billed to that address instead of the one I used during registration. At that time I was unaware you even HAD my address in your system! Regardless, the current address entered during registration was the PROPER one to use for billing, not a place I lived at almost 2 years ago! That's just common sense!

Jesse of Oxnard, CA, writes:
I am being billed $70 by Network Solutions for a service that I never requested from them. I filled out a FREE domain registration form at easyspace.com because of an ad I received in an e-mail that stated they would register one domain name for free. I filled out the form and read the terms of agreement and nowhere did it state that I would have to pay any amount of money to any company or that I would have to deal with Network Solutions.

I've tried several times to contact either company by e-mail only to get the same generic response over and over. I tried many times to contact network solutions by telephone always incurring long distance charges and I finally reached them today. They acknowledged that the advertisment was misleading and the fact that I never intended on using their service and the fact that I never agreed to ant commitments with Network Solutions, yet they still showed no desire to resolve this problem in good faith.

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