On October 31, a month before the domain and site were due to expire, iPowerweb renewed my website without my authorization for two years at $166. When I saw the charge on my credit card on December 5, I called immediately to ask why they had charged my account. After calling twice and waiting for over an hour and ten minutes the first time, and 20 minutes the second time, I was told I would receive a full refund. I was actually very irritated it took so long to get through, but pleased with the promise of a full refund. On December 22, I only received a credit of $126.80, and called back to try and get the remainder of the credit. The first time I waited twenty minutes, was told by the girl that answered (I didn't get her name) that it was a fee for registering the domain name. When I told her that I did not want the domain name she said she had to go and talk to her supervisor, she came back and said it was the initial setup fee. I told her that there should have been a set up fee two years ago when I first registered, but how could I be charged a setup fee when I didn't want the account "setup" again. She said she would talk to her supervisor again, then I was disconnected.
The second time I called, I waited another 15 minutes and I spoke to someone (Jose) who (after speaking with a supervisor) told me it was a non refundable set up fee (39.20). When I asked to speak to his supervisor he told me to hold on, then came back to the phone and told me that there was no supervisor there.
I called back to see if I could get the phone number for a corporate office and was told there wasn't one. I tried to email the president, but the email was returned as undeliverable. I filed a complaint with the BBB and contacted the credit card company to initiate a charge-back on the merchant account.
I am so ticked off that it didn't even make me feel better!
Jennifer
Portland, Maine
U.S.A.
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