I need some help with serious GoDaddy/Afternic issue!

[indiegrind]

I'm extremely pissed off right now.

Yesterday morning I randomly got an email that a domain I own was canceled from my GoDaddy account.

This happens sometimes when a domain is sold through afternic. Domain is just moved from my account and I get that email, then get the afternic domain sold email a few hours later. This time, a day later I never got a sold email. The domain was not due to expire and I didn't see anything in my afternic account.

Today I call my GoDaddy account rep, she looks into it. And finds out my domain sold apparently through afternic.

She reaches out to someone,don't know who, but eventually find out that someone else listed the domain in afternic for $295 dollars and it sold, and was moved out of my GoDaddy account via fast transfer.

This was a domain I wouldn't have sold for less than high 4 figures. Anyway, they let someone sell it who didn't even own it and took it out of my account, and I imagine preparing to pay the other person.

I was on the phone for about an hour trying to get to the bottom of this and get it resolved.

My GoDaddy rep comes back and tells me I need to contact afternic. So I do. On the phone and back and forth on hold about another 45 minutes. Then after talking to the afternic legal department, afternic rep came back with someone from legal on the line and told me I need to go back to GoDaddy, because afternic isn't the registrar and have them escalate the situation.

I bought the domain at GoDaddy expiring auction in September. Never even listed it through afternic myself. Afternic sold it through someone's listing who wasn't the owner and GoDaddy took it out of my account.


Now I can't get it resolved and being sent around in a circle to get my domain that was taken.

Who do I need to talk to to get this resolved. I do not have time nor should I need to get runaround about this!


Already had an extremely frustrating day at my main job, then had to spend a couple of hours on this and got nowhere and sent in a complete circle.

 

[Ategy]

Hello all. I just got an automated godaddy email that the domain has been transfered to my account. I did not hear from anyone else directly yet, but it is back in my GoDaddy account.

I still want some answers. And particularly if GoDaddy is going to keep the majority of my business, I will need a new account rep assigned.

lol .. I'm sure we'll see a post from @Joe Styler or @Paul Nicks shortly and that one of them got involved. As mentioned, their service is good on that case by case level where you have an issue.

But again .. that does not get to the actual root of this specific problem .. nor to the overarching flawed corporate-culture at GoDaddy which is the ultimate challenge that needs to be addressed.

 

[indiegrind]

Here's our response to your request.


Discussion Notes
Support Staff Response
Dear Roderick,

At this time we wanted to provide you with an update that we have canceled any transaction regarding depositcrypto.com and have fully restored the domain to your account. Please take this time to ensure all of your domains and listings are properly opted in with your Premier Service Representative and let us know if you have any questions. Thank you for your patience and we apologize for any inconvenience.

Regards,
Jason
Aftermarket Support.

 

[indiegrind]

Mr Styler reached out to me with a very sincere personal apology for my experience, both the incident and my customer service experience and response of my account rep.

He has assured me that they will be working making sure that this does not happen again to me or any other customers.

 

[bmugford]

Mr Styler reached out to me with a very sincere personal apology for my experience, both the incident and my customer service experience and response of my account rep.

He has assured me that they will be working making sure that this does not happen again to me or any other customers.

I am glad Joe was able to help.

My question is what actually happened here? Why was the domain fast transferred when you did not list it?

Brad

 

[Abdillahi Abdillahi]

I am glad Joe was able to help.

My question is what actually happened here? Why was the domain fast transferred when you did not list it?

Brad

I think GD should not keep the members here in the dark about what happened which I believe is the following.

If I have a name listed in my account and already fast trasfer opted in and I sell to a domainer or drop it, it still remains. This is what I believe happened here. The domain was previously approved for fast transfer by previous owner and the system as usual could not know that domain changed hands. That is the only explanation here and that is why they cancelled the sale.

 

[krishmk]

Happy to hear that you got your domain back.

This is a larger problem that applies to every domainer who use GoDaddy/Afternic platform.

Do they have any system in place to deactivate fast transfer as soon as a domain ownership changes?
In some Registrars like Dynadot we can disable fast transfer within the domain management page - similar option needs to be introduced in GoDaddy.

 

[Abdillahi Abdillahi]

Happy to hear that you got your domain back.

This is a larger problem that applies to every domainer who use GoDaddy/Afternic platform.

Do they have any system in place to deactivate fast transfer as soon as a domain ownership changes?
In some Registrars like Dynadot we can disable fast transfer within the domain management page - similar option needs to be introduced in GoDaddy.

I believe Namecheap does the same too and even when 10 or less days left to expiration, they disable the fast transfer.

 

[DNGear]

Its again listed by someone?

 

[Sutruk]

In some Registrars like Dynadot we can disable fast transfer within the domain management page - similar option needs to be introduced in GoDaddy.

This is a basic feature that should be obvious and mandatory for every registrar.
It should be mandatory at least to show what domains on your registrar account are opted for fast transfer, if any. And also the option to opt out.

 

[Joe Styler]

I have already personally apologized to @indiegrind. This whole experience did not live up to the high bar we hold for customer service and support. While the approval process we have in place technically worked, it leaves a lot to be desired. Due to the confusion caused by our process, we were able to unwind the sale and get the domain back to him. At no point was there a security breach in our system, all sales that happen via Afternic’s fast transfer network can only occur once the domain owner approves the listing email from their registrar of record.
We looked at the process top to bottom. We conducted a thorough investigation into how the process works and are working on a solution to prevent this from happening again. There are times when systems or processes break and when that happens we will always seek to do the right thing by our customers.

 

[Abdillahi Abdillahi]

I have already personally apologized to @indiegrind. This whole experience did not live up to the high bar we hold for customer service and support. While the approval process we have in place technically worked, it leaves a lot to be desired. Due to the confusion caused by our process, we were able to unwind the sale and get the domain back to him. At no point was there a security breach in our system, all sales that happen via Afternic’s fast transfer network can only occur once the domain owner approves the listing email from their registrar of record.
We looked at the process top to bottom. We conducted a thorough investigation into how the process works and are working on a solution to prevent this from happening again. There are times when systems or processes break and when that happens we will always seek to do the right thing by our customers.

Thanks for replying Joe. It is an issue that needs to be fixed urgently actually otherwise you would keep seeing such posts and issues.

 

[indiegrind]

I have already personally apologized to @indiegrind. This whole experience did not live up to the high bar we hold for customer service and support. While the approval process we have in place technically worked, it leaves a lot to be desired. Due to the confusion caused by our process, we were able to unwind the sale and get the domain back to him. At no point was there a security breach in our system, all sales that happen via Afternic’s fast transfer network can only occur once the domain owner approves the listing email from their registrar of record.
We looked at the process top to bottom. We conducted a thorough investigation into how the process works and are working on a solution to prevent this from happening again. There are times when systems or processes break and when that happens we will always seek to do the right thing by our customers.

Joe, the drama continues. I still did not add this domain to my account, but it apparently was moved over with the same BIN and sold again.

Dear _,

Congratulations, pending financial verification depositcrypto.com has sold through the Afternic network.

This is a courtesy notification. As the domain owner, you will receive a detailed email outlining the steps needed to transfer this domain to the buyer.

If you no longer own this domain and did not update your Afternic portfolio, please call us immediately as we will be forced to void the sale.

As always, personalized assistance is only a call away: +1.781.839.7990

Best Regards,
Afternic Transaction Assurance

 

[indiegrind]

Its again listed by someone?

Show attachment 156714

Ugh, I still didn't list it, but it was obviously moved to my account now.

 

[Abdillahi Abdillahi]

Joe, the drama continues. I still did not add this domain to my account, but it apparently was moved over with the same BIN and sold again.

Dear _,

Congratulations, pending financial verification depositcrypto.com has sold through the Afternic network.

This is a courtesy notification. As the domain owner, you will receive a detailed email outlining the steps needed to transfer this domain to the buyer.

If you no longer own this domain and did not update your Afternic portfolio, please call us immediately as we will be forced to void the sale.

As always, personalized assistance is only a call away: +1.781.839.7990

Best Regards,
Afternic Transaction Assurance

Is it again moved from your GD account?

 

[indiegrind]

Not as of now, but I am extremely tied up at work and can't keep disrupting my day with this to call afternic.

 

[bmugford]

Joe, the drama continues. I still did not add this domain to my account, but it apparently was moved over with the same BIN and sold again.

Dear _,

Congratulations, pending financial verification depositcrypto.com has sold through the Afternic network.

This is a courtesy notification. As the domain owner, you will receive a detailed email outlining the steps needed to transfer this domain to the buyer.

If you no longer own this domain and did not update your Afternic portfolio, please call us immediately as we will be forced to void the sale.

As always, personalized assistance is only a call away: +1.781.839.7990

Best Regards,
Afternic Transaction Assurance

Umm...

 

[Sutruk]

I have already personally apologized to @indiegrind. This whole experience did not live up to the high bar we hold for customer service and support. While the approval process we have in place technically worked, it leaves a lot to be desired. Due to the confusion caused by our process, we were able to unwind the sale and get the domain back to him. At no point was there a security breach in our system, all sales that happen via Afternic’s fast transfer network can only occur once the domain owner approves the listing email from their registrar of record.
We looked at the process top to bottom. We conducted a thorough investigation into how the process works and are working on a solution to prevent this from happening again. There are times when systems or processes break and when that happens we will always seek to do the right thing by our customers.

Thanks Joe. Please let me tell you some ideas that could improve the Afternic experience:

1. At afternic, make two options for:

Option A. Place a BIN without Fast Transfer. In this case, domain owner will NOT receive the Fast Transfer opt in email request.

Option B. Place a BIN FOR Fast Transfer. In this case, yes, domain owner will receive the Fast Transfer opt in email request.

2. At Godaddy, make a Tab where says: "Domains opted-in for Fast Transfer"
And there the domain owner will see the list of his domains opted-in for Fast tranfer, if any.
And if any, also make an option to opt-out.

You must make the most clearly possible, for domain owners at Godaddy, to know what domains are opted-in for Fast Tranfer or not.

3. To prevent what seems has happened here (someone applying for Fast Transfer. Afternc sending the email approval to the currently owner (not the one applying for Fast Tranfer). And the owner, wrongly clicking on the email.
Well, to prevent this situation, send the Afternic Username on that email, in big bold letters, so the currently domain owner at least knows if he is who requested the Fast Transfer, or it is someone else.

These are just a few points that I think can improve the Godaddy and Afternic experience, so it's a creative feedback, not a negative one!

Thanks!

 

[indiegrind]

This would be comical if it wasn't so damn frustrating. Another email.

Hello Roderick,



Congrats again on your sale! I'll be handling this transaction moving forward. Please login to your Afternic.com account and under the 'My Domain Sales' header, click directly on this domain to see the information needed to push this GoDaddy.com account registered domain to us. We can then start the ownership transfer and once that transfer has completed, we will proactively deliver your payment.


The transfer process is time sensitive so please provide this info as soon as possible. Let me know if you have any questions or issues with the information and/or push.




Thank you,

Steven B

Afternic Transaction Assurance

 

[indiegrind]

My reply

Steven, I did not list this domain, or set that price. I have been dealing with this domain since last Wednesday when it was moved and fast transfered out of my GoDaddy account and it was not even listed in my afternic account.

I finally got the domain put back in my GoDaddy account yesterday afternoon, but apparently afternic also moved the listing to my afternic account with the same buy now price without my knowledge. And someone obviously hit buy now again.


I am copying Mr Styler as he knows he history and I have had significant communications and problems with this situation for the last week.

 

[Abdillahi Abdillahi]

This would be comical if it wasn't so damn frustrating. Another email.

Hello Roderick,



Congrats again on your sale! I'll be handling this transaction moving forward. Please login to your Afternic.com account and under the 'My Domain Sales' header, click directly on this domain to see the information needed to push this GoDaddy.com account registered domain to us. We can then start the ownership transfer and once that transfer has completed, we will proactively deliver your payment.


The transfer process is time sensitive so please provide this info as soon as possible. Let me know if you have any questions or issues with the information and/or push.




Thank you,

Steven B

Afternic Transaction Assurance

On the bright side, they did not move it by themselves. Either way, this is not looking good.