123-reg multiple charging

[mibut]

Recieved email from 123-reg, invoice and paypal for payment this morning for renewal of a.com.
Thought i had had this the other day so checked and yes i had, different invoice number and paypal but same domain.
Checked my paypal and see yet another payment, so check emails and yes already paid before aagin.
So, billed and paid 10th,14th and 15th for same domain for 2 years.
Take another look at past invoices and find that i had already paid for 2 years last year, so domain is not even due for renewal.

£79.14 taken from paypal account for no reason.

Decide to cancel all 123 paypal payments and see that for this one
Bill Term Initiated Date 15 May 2012
Total Billed Amount £335.30 GBP

What the Feck is going on at 123.

 

[Bailey]

It's getting very messy overthere at 123. It's hard to fathom given their profile and amount of business.
We do seem to have a 123 adminstrator on board at Acorn, hopefully he will offer some help. personally I've given up on refunds I've been offered but not received. They are for relatively smaller amounts

 

[fresh79]

Ouch - I hope you get your money back, makes you wonder, If this very nearly happened to a domainer, imagine how much it happens to average joe who is not sure of the difference between hosting,email,website,domain and would happily pay each time just to keep things running smoothly.

Hopefully Nerys or RWinslow will come on here and clear up the mess.

On a side note: Anyone know how to remove old names from a 123 reg account? I did a mass tag change a few months ago and removed all my banking stuff, but the names are still showing and they still want me to pay!! even tho they are renewed with daily now!

 

[mibut]

If/when i do get a refund i will be out of pocket as it will be to paypal account rather than credit card. My card month ends today.

 

[stellar73]

Fresh79 - to remove names just open a support ticket and simply ask them to remove them. This is the one aspect of their support I've not had a problem with as anytime I've asked it to be done its been done quickly.

 

[rwinslow]

On a side note: Anyone know how to remove old names from a 123 reg account? I did a mass tag change a few months ago and removed all my banking stuff, but the names are still showing and they still want me to pay!! even tho they are renewed with daily now!

Let me know your username and I can have our dev team run through your account and refresh the domain status. This is done on a recurring basis for all domains in our portfolio, about 3M, so takes time to cycle through, I think similar to painting the fourth bridge.

On a side note, we do not process all EPP updates in full yet, but that is soon to happen, so clean up of tag transfers away etc should be a lot cleaner moving forward.

For now, let me know your username, [email protected], will clean it up.

Thanks, Richard.

 

[rwinslow]

If/when i do get a refund i will be out of pocket as it will be to paypal account rather than credit card. My card month ends today.

Hi there, sorry for not having replied earlier, I do not get much time to be part of the community within the forums, so please always feel free to email me, [email protected], and I will hopefully pick this up sooner than the forums.

For refunds there are two options, I can refund back to a bank card (credit / debit) or to the PayPal accounts, just need details.

Regarding the multiple invoices, let me know either the domain names or invoice numbers with duplicate payments and I will check them out.

Any duplicate payments will always be refunded. It is becoming rarer and rarer as we do new fixes and changes to processes, however there are still bugs we need to keep ironed out.

Sorry for the inconvenience that this has caused.

Richard.

 

[mibut]

This was sorted yesterday using the live chat facility, ticket too slow a response.
After more checking, realised the domain actually did not need renewing until 2014.
So took several hours of me checking and on live chat to finally sort and all you get is a sorry for the inconvenience caused. Followed with a survey asking if i would recommend 123.
Customer relations just does not seem to exist with this company.

 

[rwinslow]

This was sorted yesterday using the live chat facility, ticket too slow a response.
After more checking, realised the domain actually did not need renewing until 2014.
So took several hours of me checking and on live chat to finally sort and all you get is a sorry for the inconvenience caused. Followed with a survey asking if i would recommend 123.
Customer relations just does not seem to exist with this company.

It is getting better! I am here, so that is one area. On the other side, every feedback that is negatively rated from live chat is looked at by a support quality agent, where we can do more for a customer or have not done as we should, they will ensure the right answer is given as well as follow up on training etc.

Regarding ticket support, our average first response time to a 123-reg ticket now is about 30 minutes, we aim within the hour. A more complex ticket though can go back and forward several times.

The chat is also there to help with instant problems and resolutions, though the guys are first line, so do have to escalate some tasks. Chat runs almost every day from 9am to 5pm, we do turn it off when very busy on chats, but that is happening less and less as we build the team up.

Hoping that all of this together will help things.

 

[newguy]

UK2 charged me twice once until I pointed out it out to them. Annoying. 123-reg do seem to be problem-central at the moment though. Lots of unhappy customers there if this forum is anything to go by.

 

[sdetheridge]

This has been happening to me. I mass-retagged all of my .uk domains on my personal and work accounts to DAILY after losing confidence in 123 after it took them a month to sort out a problem with an invoice. (Invoice different than amount charged, no good when trying to file expenses!)

They've since started charging me every once every 5 days for one of my "expired" .uk domains (I renewed with Daily after moving, they don't have this domain on their tag) so I've deleted my paypal agreement and opened a dispute. (I've opened a ticket too, but previous experience suggests I may as well just stick my message in a bottle and throw it in the sea)

Unfortunately, I also have a credit card on file. There's a button to remove it, but when I click it, it says I have to call a premium rate number to remove a payment method from my account. Very dodgy!

 

[rwinslow]

repeating domain name

Hi there, let me know your username and the domain name in question, I will take care of the invoices for you as well as remove payment details.

Email is easier for me, [email protected], though if you reply as a DM in the forum I will pick it up, just not as fast.

Thanks, Richard.

 

[sdetheridge]

Can confirm that rwinslow managed to sort this problem out for me. Could do with more like him in the support dept.

It does appear that for now there's a bug where domains will stay in your account when you change IPS tag, and another that means they get renewed at what 123-reg thinks is their expiry date. (Wild guess that this happens repeatedly because it can't tell that it successfully renewed them?)

If you do move any 123-reg domains to another tag, it's probably worth opening a ticket to get them removed from your account as well.