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.
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