I WILL NEVER DEAL WITH NAMEJET AGAIN! Be careful you are not being billed twice !!

[buckshotdots]

Oh boy (trying to relax)... SO I have been dealing with this issue for 3 days and I am getting the run around-

-I got my Ccard statement last month
-there was a $200 charge put through twice (for 1 domain)
-I called my Ccard company and they said "oh yes, I see they put a charge through twice, I will take care of that".
-everything was good....

-2 days ago I tried to login to account to back order a domain
-said "account put on hold"
-enom account was put on hold as well.
-I called a customer service rep and they said I would have to email "risk management" which they provided me their email. It kept coming back as undelieverable.
-kept being told to "make a support ticket" from your account.
-could not make a ticket as my account is suspended.
-I begged for a phone number to speak to them directly and was told they can not call me and I can't call them.
- I finally got their correct email and told them how I was charged twice for a domain and I was being penalized for correcting their "mistake".

This is the response I received- no sorry about "our" mistake or anything..
-----------------
We have filed a request to dispute the charge but we are still charged charge back fees. Once the charge back form is returned you will be charged the $35 dispute fee as per our terms and agreements. Please return the attached form to resolve this matter.
-------------------

So let me get this straight-

I was double billed and charged $200 twice and because of their "error" I am getting billed $35 by their agreement. If I didn't notice this "error" I would be out $200.

I am livid for not being able to contact them directly PLUS for them being a bully and demanding I pay $35 for their mistake all while my accounts are suspended.

ANyone know someone at enom/namejet that I would be able to talk to and show them how insane this whole thing is (management if possible)? I would greatly appreciate it as I am getting nowhere. I dont even know if they have noticed they have still been payed and I just cancelled the double charge. I get blanket responses from "support" who do not acknowledge they made a mistake, just that somehow I am at fault.

I would love to hear what you would do or who/how you would contact them.

thanks in advance, Gary

 

[IAmAllanShore]

http://www.demandmedia.com/demand-media-executives.asp

-Allan :gl:

 

[hostingsearch]

Sorry to hear that.

I only pay them via Paypal.

 

[SkyMan]

The only good thing about NameJet is eNom. Hate to say it but Namejet blows.


Good luck!

 

[Name Trader]

Paul Stahura might be your best bet on the list Allan provided. He used to run eNom. He might know who the best person to contact is. No need to go into detail. Just explain the situation and ask who is the best person to contact.

According to ICANNwiki, he is still CEO of eNom, paul.stahura [at] enom.com

Enom Phone number is: 425.274.4500

You have my sympathies. I ran into their bureaucracy when someone stole a domain from me. They will obfuscate you to death.

I think it's extremely unreasonable of them to block you eNom account for a transaction at NameJet. But I guess that is because they are both running off the same user base.

It's incidents like this (I've had a few others, and I'm a top level ETP) that has taken the shine off eNom as a registrar for me. Although I still have many domains there. The number is diminishing. I don't think their prime interest is looking out for, or servicing their customers anymore. Mainly or partly because they have conflicts of interest with us.

 

[buckshotdots]

Thanks for your help, its very frustrating when "support" is sooo unhelpful. Will keep this post updated as to what happens.

gary-

 

[wikes82]

I missed enom club drop.. everything was so simple...

 

[PowerUp]

Sorry to hear that.

I only pay them via Paypal.

How do you pay via Paypal? I can only payl via my credit card.

To the original poster. If NJ insists on billing you the $35, if I am you, I'd forget about my old NJ a/c and reg a new a/c using another credit card.

 

[Pred]

i was thinking of joining namejet, i now definitely wont.

sorry to hear of your grief, hope u get it all sorted.

 

[DotWeekly]

I sent them an email about a domain that I had backordered but wasn't put in the auction Last Week and still have not heard back from them!!!

Just as good as NetSol.com as I sent them an email as well. Got an auto reply and said they got my email and how dedicated they are to CS and said I would get a reply in 3 DAYS! Well the 3rd day is Saturday, so I might hear back by Monday... which will be 5 Days!

The customer service in the domain industry is simply a JOKE! The best and exception is Godaddy! They are by far the best to deal with. Sedo has been improving and showing up here on NP's which is great! Hope to see more do this very soon.

 

[Dave_Z]

-I got my Ccard statement last month
-there was a $200 charge put through twice (for 1 domain)
-I called my Ccard company and they said "oh yes, I see they put a charge through twice, I will take care of that".
-everything was good.

Uh...did you try to resolve the issue with NameJet before you called your card
company? I read you did after you found out your account's on hold, but not
at the part I quoted above.

Generally speaking, providers consider chargebacks as fraud regardless of the
circumstances. Since they get hit the original fee plus a chargeback fee or so,
naturally they'll lock out an account they've lost money on.

Now before you start getting livid on me, let me reassure you I'm giving some
direction or so. I speak from having dealt with issues like this, and I've learned
various providers in different industries receive and handle this similarly.

One more thing: while it's understandable if you vent all your anger and go as
far as accusing them of scamming you, that can make things worse. Try to be
polite (tall order, I know), explain the issue, give as many specifics as possible
to them, and try to work with them to resolve this.

Good luck.

 

[hostingsearch]

I'm a ENOM reseller, so they deduct from my enom account balance and wil never charge my credit card directly. I add money to my enom account via Paypal.

If you created your account at NameJet, they will charge your credit card.

How do you pay via Paypal? I can only payl via my credit card.

To the original poster. If NJ insists on billing you the $35, if I am you, I'd forget about my old NJ a/c and reg a new a/c using another credit card.

 

[gingeman]

That's disgraceful Gary- send them an invoice for $35 for your time spent correcting their mistake.

The customer service in the domain industry is simply a JOKE! The best and exception is Godaddy! They are by far the best to deal with. Sedo has been improving and showing up here on NP's which is great! Hope to see more do this very soon.

Tell me about it- I have been having a run in with network solutions atm- tried to transfer two domains, but every time I unlocked them for transfer, they put them back on lock before the transfer could complete. Happened so many times I ended up having to renew the domains with them so I didn't lose them at $34.99 each (.coms!) All they ever respond with are 'stock answers' which show they haven't even read my complaint. Just another reason not to use them.

 

[hostingsearch]

The same thing happened to my enom domains too. Luckly the price wasn't $34.99, so I just renewed them. Enom don't have the same problem recently.

Tell me about it- I have been having a run in with network solutions atm- tried to transfer two domains, but every time I unlocked them for transfer, they put them back on lock before the transfer could complete. Happened so many times I ended up having to renew the domains with them so I didn't lose them at $34.99 each (.coms!) All they ever respond with are 'stock answers' which show they haven't even read my complaint. Just another reason not to use them.

 

[buckshotdots]

Uh...did you try to resolve the issue with NameJet before you called your card
company? I read you did after you found out your account's on hold, but not
at the part I quoted above.

Generally speaking, providers consider chargebacks as fraud regardless of the
circumstances. Since they get hit the original fee plus a chargeback fee or so,
naturally they'll lock out an account they've lost money on.

I really don't understand your post above. I am a very easy going guy and always take the "nice approach" as that obviously gets you further then yelling (but that doesn't keep me from being very angry about the situation). With that being said it was an error of a payment being put through twice. I called my CCard company and they verified that. They said they would fix immediately (sorry sir, this happens sometimes). I was happy MC realized this and took it off right away.

If they have lost any money its because their "system" made an "error" and charged me twice. Why should I pay for that? Maybe in retrospect I should maybe have sent them a note saying "hey you charged me twice but I my credit card company took off the extra payment but life gets busy sometimes. Regardless I am in the right for not wanting to be charged $400 for a $200 domain and taking morally right/legal steps to correct this.

anyways... I am taking the above advice and contacting Paul as I am not being listened to.

Update

They ignored what I told them in an email. They ignore how I want to talk with a manager or anyone on the phone, now I get this "form" sent to me saying if I want my domain to pay them (WHICH I ALREADY HAVE).

To: Whom It May Concern Date: January 31, 2008
From: Michael Hill
Manager, Risk Management
eNom Inc.


This letter is to authorize and guarantee NameJet dba Domain Name Registration for transactions associated with my credit card, first 4 digits being __0000___ and last 5 digits being __00000__. The charge of $220 on 11/2/2007 by NameJet was a valid and authorized transaction. I received service from NameJet and purchased the domain on that date from my login ID buckshotdots.



I understand in the event of a dispute processed by my credit card issuer or any type of processor, NameJet will reserve the right to suspend access to any and all accounts I have, and that all right, title, interest in, and use of any domain names and/or services connected shall be assumed by NameJet at their discretion. I also understand that in the event of the aforementioned, I will be responsible for any and all transaction amounts and fees associated with the dispute, prior to any account reactivation or domain access.

----------------------------

So as of right now all they see is a chargeback and do not care what I have to say. Maybe I should call my cc compnay today and cancel my other "real" charge as well. Maybe they will realize then?

who knows, getting very tedious....

g-

 

[smashfactory]

what happens when you call the phone number on the site?

ahh, forget it i saw what you said up there- can you call and demand to speak to a supervisor?

 

[TheBulldog]

Thanks for the reminder, I am going to go remove my credit card number from ENOM.

 

[DomainMayhem.com]

What a shame. Sorry to read the ordeal you've gone through with this whole situation. I will avoid Namejet as well.

 

[buckshotdots]

Its really weird. I called them several times and they say that you can only contact "risk mgmt" through email and not by phone. I have asked to speak to a manager but keep getting told the same thing. I have emailed "Paul" from above post and lets see if he can help. Here is the email...

Hello, I am having a very hard time correcting a problem with your company (namejet). I feel I am not being listened to and I do not know what else to do. Please be aware I am a easy going guy but this is getting out of hand. Its a real simple problem but somehow people are confused and not listening. I was wondering if you could help....

this is my problem-

1-I "won" a name at a namejet auction
2-my creditcard was charged twice for the one domain.
3- When I noticed this I contacted my CC company and they saw that this was an error and took care of it by deleting one of the two charges.
4-It is very hard dealing with your company. I can only contact "risk mgmt" by email and they are not listening to me. I would love to simply explain the situation by phone (as its somehow being missed in emails).
5- I can provide screenshots in a future email if you would like of my credit card bill. And I can also get my cc company to call and or verify this error.
6- I am being told that all I have to do is fill out a form that says "please re-auth my cancelled payment" and pay a $35 fee- which I do not want to do as you already have payment for my domain.

Its a very simple problem but somehow people can't/don't want to take the time to see this. I am in a tough spot as my accounts are suspended (both enom and namejet) and I have still payed $200 but my domain is locked.

Can you please put me through to someone who I can just talk to and explain this. If they can just look to see I won "1" domain but was charged "twice" and they still have payment for this domain.

Thanks for listening and I look forward to hearing from you,

Gary

 

[Name Trader]

Good luck, Gary.