Complaintsfor101Domain Inc

• Initial Complaint

  02/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company was complict in stealing 20 of my domain names.

  

  Business response

  02/09/2023

  To Whom It May **************************** confirm receipt of the BBB Complaint filed by *******************, complaint ID#: ********. While we understand ****************** frustration, this matter is regarding a bulk domain transfer where ************** had a number of domains with one registrar and was in the process of transferring them into his 101domain account, when ************** failed to respond to our multiple communications that detailed specific instructions and actions required on his behalf to complete the transfers. ***** had passed with no response and ************** was then notified the domains were about to expire at the losing registrar. Our team did not hear from ************** until after his domains had expired at the losing registrar and became unavailable due to their registration by another party. Our team was unable to complete ****************** domain transfer requests as action was needed between ************** and the other registrar. As the gaining registrar, we were unable to intervene and prevent the domain expirations at the other registrar. When ************** realized the domain names could no longer be transferred, ************** proceeded to become belligerent to our employees and we have since terminated our business relationship with ************** as his behavior constituted a violation of our Terms and Conditions. He has been instructed multiple times to transfer his domain names to an alternate registrar as we do not tolerate abuse or harassment towards any of our staff, under any circumstances. We have provided ************** with all auth codes to the domains he currently has with us in his account and hope to conclude this matter as soon as possible. 
  
  
  Respectfully,

  
  101Domain Inc.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Apr 24th 2021, 4 domains were purchased with 101domain trustee service for a period of 2 years We paid a total of USD $873.92 for this.One year later, we logged into our 101domain account, all these domains disappeared. We wrote to their support and all they said was paperwork was not submitted so the domains were cancelled. We were not issued a refund.This is absolutely ridiculous! I have never work with such a irresponsible domain registrar!!I demand that 101domains either Issue us a refund for $873.92 or restore the domains we already paid for.

  

  Business response

  10/31/2022

  Hi,

  We apologize for your experience. We sent many email reminders of what was needed in order to keep your domains active. The domains were cancelled because no action was taken. However to make things right and show our appreciation for choosing us as your domain registrar we have issued a full refund of $873.92 on October 19, 2022. We hope your experience with us improves moving forward.

  Best regards,

  101domain

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In mid-2021, I purchased a domain from 101Domain for 1 year at a price of ******. This month, the domain was automatically renewed at an increased rate of ****** without my consent a month PRIOR to when the original subscription was slated to end. I contacted support to request a refund 2 days after the charge was incurred, with plenty of time before the original subscription year ended.101Domain claims that I had selected auto-renew at some point, I vehemently deny this, as I was upfront with 101Domain support at the time of purchase that this was intended to be a short-term project. If this was selected, it was done by default or at the behest of 101domain support.101Domain justifies the auto-renewal by claiming that I was notified of the upcoming charge. I was able to find 2 emails from prior months sitting in my spam folder from 101Domain that my subscription was set to auto-renew. I was not contacted by phone, or by mail, despite 101Domain having my phone number and home address.I have tried every medium of contacting customer support, and was told by a customer service rep immediately upon calling that I was wasting my time in attempting to receive a refund.

  

  Business response

  07/11/2022

  Hi ******, we understand your frustration but hope that you can understand why we are not able to give you a refund for your domain name renewal. We would like to address a few of your concerns. 
  
  Domain renewals are always a higher price than registrations. You can find pricing for registrations, renewals, and transfers on our website on our domain product pages or our price list page.
  
  We offer the auto-renew feature as a courtesy to our clients because we work with many international domain registries that all have different policies and the last thing we want is for our clients to experience downtime or have to pay a redemption fee because they forgot to renew in time.
  
  When a domain is purchased, auto-renewal is enabled. This is a common practice for many subscription-based services. We have it recorded in our system that you did not turn auto-renew off until April 5, 2022, after the domain had already been renewed.
  
  Our terms of service state that we will collect renewal payments for all domains with auto-renew enabled, 60 days prior to the domains expiration date. Our auto-renew builds a cushion of time into the renewal process to ensure that should anything go wrong (eg: billing failure due to an expired card, a problem with the Registry, etc.) there is still time to resolve the situation before the domain expires. 
  
  We sent email reminders to you on February 1, 2022 and March 1, 2022, stating your auto-renew status On and the following: 
  
  "If your domain is set to auto-renew, your credit card on file will be charged 60 days prior to expiration. Your payment is non-refundable after the renewal has been processed."
  
  The .GG Registry has a strict no grace ****** policy for renewal payments, meaning they will not refund if payment has been made. We have hundreds of thousands of clients and although we would love to personally call or mail our clients about renewals, as stated in our terms of service it is the responsibility of our clients to monitor and update auto-renew settings for their domains.
  
  We apologize for the misunderstanding but can assure you that your domain name will not auto-renew upon the next cycle now that you have turned auto-renew off.
  

• Initial Complaint

  08/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  For nearly 5 years I had a domain name SERIES.BY, invested a lot of money including to create the website and several renewals.After paying for the renewal corresponding for 2021 and BEFORE THE EXPIRATION DATE, The payment accepted by 101domain. (See attached)Soon after I found my domain was in auction, stolen by 101domain The business should return my domain name SERIES.BY Or pay $ ****usd estimated value of the domain name., plus expenses

  

  Business response

  02/07/2022

  Hi ******,
  
  
  Our system began sending email notifications about this domain expiring beginning May 1, 2021, which stated, "Please remember the renewal is late if not paid prior to 00:00:01 UTC on the date of expiration, which may cause additional fees." Subsequent emails were sent June 1, July 1, July 26, August 1, August 18, and August 24. Additionally, your account representative ******* reached out on August 6, with a personalized email informing you of your upcoming domains that were expiring, along with the expiration dates.
  
  
  The payment was made for the domain on August 24, 2021 at 18:00 UTC which is 18 hours after the domain expired. Our domain specialist informed you via support ticket that your domain renewal was paid late and therefore was placed in "quarantine" status and queued for auction immediately after expiration per the .BY registry policy. Domains that are not purchased at auction become available to register to the public.
  
  
  This is not 101domain's policy, nor do we have control over the action by the registry. The .BY registration policy can be found in the following link, with emphasis on "Chapter 9. Section 57." https://cctld.by/en/documents/instruction-on-the-procedure-of-registration-of-domain/
  
  
  You were given the option to apply your renewal payment towards an account credit or have it refunded back to the original payment method.
  
  
  Our domain specialist monitored your domain name and because it was not purchased during auction, we were able to re-register it for you once it was deleted by the registry and available to the public again.
  
  
  Your domain name is active in your account and under your ownership with a next renewal date of September 16, 2022. We recommend using our auto-renew feature in your account to ensure nothing splits through the cracks again.
  
  
  Best regards,
  101domain
  
  

  Customer response

  02/12/2022

  
  Better Business Bureau:
  
  The domain was recovered
  
  ***************************
  
   
  

*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. ↩