Web Hosting Talk : Web Hosting Main Forums : Domain Names : Namecheap Have Failed To Reply To Me !

[phoenixit]

Hi,

This is my experience of Namecheap.com so far as a new customer of theirs.

I received an email as follows concerning my account with which I have registered several domains over the last few days.


Hello,

Our Fraud Prevention team has temporarily locked your account they would like to confirm recent transactions with you. Please provide us with a valid phone number where we may reach you and please specify a time you will be available to avoid having the domains disabled.


Regards,
Namecheap.com



I have provided them with my valid phone number contact details as instructed and I sent this to them by email, using their online contact form at their website and by also leaving a message on their 'Fraud Department' telephone voice mail system (I found the number in this forum as I couldn't find it on their website!).

My company takes the the issue of fraud very seriously and I expect Namecheap.com to contact me to resolve issues of this nature very promptly.

However, they have not come back to me at all !

I'm a new customer and expect better service from them on something as important as this.

From previous threads in this forum it is quite clear that they do not respond to their customers in a prompt fashion and it appears they get better customer service by posting their complaint in this forum.

I know 'enetwork' (aka Richard) from Namecheap.com posts in this forum as so I would appreciate if he would contact me so I can resolve the problems with my account. I'm available all day todayif he would be so kind to reply to me.

Many thanks

A frustrated new customer

[enetwork]

Originally Posted by phoenixit

Hi,

This is my experience of Namecheap.com so far as a new customer of theirs.

I received an email as follows concerning my account with which I have registered several domains over the last few days.


Hello,

Our Fraud Prevention team has temporarily locked your account they would like to confirm recent transactions with you. Please provide us with a valid phone number where we may reach you and please specify a time you will be available to avoid having the domains disabled.


Regards,
Namecheap.com



I have provided them with my valid phone number contact details as instructed and I sent this to them by email, using their online contact form at their website and by also leaving a message on their 'Fraud Department' telephone voice mail system (I found the number in this forum as I couldn't find it on their website!).

My company takes the the issue of fraud very seriously and I expect Namecheap.com to contact me to resolve issues of this nature very promptly.

However, they have not come back to me at all !

I'm a new customer and expect better service from them on something as important as this.

From previous threads in this forum it is quite clear that they do not respond to their customers in a prompt fashion and it appears they get better customer service by posting their complaint in this forum.

I know 'enetwork' (aka Richard) from Namecheap.com posts in this forum as so I would appreciate if he would contact me so I can resolve the problems with my account. I'm available all day todayif he would be so kind to reply to me.

Many thanks

A frustrated new customer

I see by the post above that they did reply to your email.

They will give you a call sometime today to confirm the account. Sometimes it takes a few hours and depending on what part of the world you are in, there are time differences that need to be considered. Your patience is appreciated.

EDIT: I spoke to the Fraud department and they said they originally called you yesterday to confirm the account but could not get through to anyone.

[phoenixit]

Hi Richard,

Michael has now contacted me by telephone and is checking my account. However, I appear to have lost the telephone connection with him.

I would appreciate if you could ask him to call me back again once he's taken a look at my account.

Many thanks for your assistance it is very much appreciated.

[enetwork]

I'll let them know for you.

[phoenixit]

Hi All,

Namecheap.com have now resolved the issue with my account and I would like to thank them for their quick response to my post.

I'm now a happy new customer. :-)

[entnet]

hi,

I m glad they replied you and have this matter solved, I had the same, but did not get any response yet since they sent me the following email on Dec 18:

" Hello,

Your account(s) have been temporarily locked by our fraud prevention team, they would like to confirm recent transactions with you. Please provide us with a valid phone number where we may reach you at to confirm and to avoid having the transactions cancelled and domains deleted.

Regards,
Michael K.
namecheap . com
"

I replied with my tel # 10 minutes after I received their email, till then they did not call me, I live in Jordan, and in my 2nd email on DEc 20 to them offered that they give me their support tel and I will call

nothing!

I sent a 3rd email on Dec 22

"Hi,

My account is still frozen and I still do not know why, I have replied your email instantly and sent you a tel number to call me as you requested, its unprofessional to keep me waiting while my domain is freezed, and I need access to my account!

Imad"

Nothing either !

They drove me really mad, and I used their site form and sent a 4th email! I noticed they replied to this post faster, so i m posting, hope they would unfreeze my account so I can transfer my domains to some other service that has respect to its customers and their business.. please recommend me a good one if you know.. thanks in advance ,, and for namecheap if they read here.. unfreeze my domain, or call me, or let me call you !! just do not keep my biz frozen!!!

[FreshFroot]

Well I trust namecheap and never had a problem with them ever. I usually get fast support but even if I need to wait I don't mind since I know in the end they will take care of the problem. I have never really had major problems usually small questions and even then I get a pretty good responce.

Somewhere you don't want to go is registerfly, where they ended up double charging me and locking my account and domain after I sent a chargeback for the extra charge.

[entnet]

I got a reply from NC yesterday:

Hello,

Thank you for your information. We will call you following business day. I have gone ahead and unlocked the account so you may login now and access your domains.

Regards,
Michael K.
NameCheap.com


it took a week but I m glad they replied finally, was too worried they would delete the 102 domains I have there, and there were no response to indicate that they have received my emails to them.. an auto responder saying it may take up to 7 days to get a reply from us would let me feel more comfortable..

else than this sudden lock and the slow support, I did not have anything bad there, won't recommend anybody to use or not to use their services, just its important to mention that I got a reply and my account was unlocked.

[differentK]

Hi Guys,

Its concerns the same issue. Based on this good forum posts, how good, cheap, reliable you named NameCheap.com is I choose to deal with them (my fault!).

I got 30 or so domains yesterday from NameCheep, today I received the following email:

“Hello,

Your account has been temporarily locked by our Fraud Prevention Team. They would like to verify recent transactions with you directly. Please provide a valid phone number where we may reach you to confirm.

Regards,
Michael K.”


First of all, I provided my valid work phone number when I’ve opened account with them, now I’m not at work.

I also did reply (one hour after I receive the above email) with my phone number (where I’m now) and told them that they need to call me during an hour, because after I’m going to rest – nobody call.

I’m pretty sure their problem is that I have a billing address on one Caribbean island and now spend couple of month on another one (where I surprisingly using my computer). It’s obvious that I left with NameCheap my work telephone from my main residence country (where I have my billing address), but nobody called there, because I would now.

I can understand that their “fraud department” should react when they see that total payment more than 1k, IP and billing address country didn’t mach, etc.

However what I won’t understand:

1. Why NameCheep.com didn’t contact me first by email and ask for the telephone number to reach me and ONLY after (not before !!!!) speaking to me or was not able to reach me on the telephone (provided as an answer to email) to take an action such as “freezing”, “locking”, “blocking” or whatever another nonsense word they use for their actions?

2. Why NameCheap.com “fraud department” allowed me to pay with my card for the domains when my billing address wasn’t corresponding with my IP?

3. Why they make me nervous about my domains by freezing my account, when it is not good for my health to get nervous (and as longer they keep me nervous as more damage it can bring to my health and someone will need to pay for this!)?

4. Why when they write to me saying: “Please provide a valid phone number where we may reach you to confirm”, when I already provided my valid telephone number (if I’m not able to answer it right now, it doesn’t mean it’s not valid)?

5. Why they didn’t ask me when is convenient time for me to receive “fraud department”call, what I expected to be ready for their call any time? What if I like to rest during the day or have an important business meeting? Suddenly I have to start explaining someone by the phone that I’m not a fraudster, because this is convenient time for them to call me?

Concerning my question #2, day before that I purchased around thirty .co.uk domains and I tried with three registrars in UK purchase and my card was initially declined and ALL of them provided me with a phone number to call and results were as follows:

a) 123-reg.co.uk– I called and wait around 15 minutes to speak to human and gave up. Usually 123-reg good registrar, but not when you need their support (can take up to 2 days);

b) Ukreg.co.uk I called first they transfer me from sales to support and back and after promised to call me back in 15 minutes – never did, so support is not as horrible as at 123-reg.co.uk, because in 1 minute I spoke to human. So I give up on them.

c) Third was daily.co.uk – same issue you card declined for a security reasons. Please call. I called on third ring human answer the phone, I explained him the problem, he sad yes it’s because billing and IP address didn’t much and fix the problem right away. In 5 minutes I got around 30 domains and I may use some of their hosting options in the future. So they got a really happy customer (after all) and I’m not hesitate to recommend them to anybody, their prices for uk domains are also very good (maybe the cheapest one, I didn’t really compare), plus you may choose “whois opt out” for UK domains.


Now back to the issue with NameCheep. Well, for now their customer service looks more than horrible. No telephone support, “blocking” account without contacting you first, taking your money without problem, etc.

Probably in NameCheep point of view a “good new customer” should be never leaving his country of residence, provide his telephone of his current location on their first request, wait and be ready for NamesCheap call anytime and get nervous for a week or so, send couple more emails and keep quiet, but I have no 7 days to west and for sure I will not be quiet and I will not hesitate to send my legal team if necessary.

Another nonsense is a NamesCheap WhoisGuard (Free With New Registrations) - all domains I purchased supposed to have one year free whoisguard, however my domains whois is showing my address and email to everybody and I’m not able to change it because NameCheap “fraud team” blocked my access.

But NamesCheep have a chance to prove that they improve their service since 2005 and it’s not longer takes 7 days and three emails to them plus posts on this respectable forum to get some action.

I would also appreciate to hear from “enetwork” and others who represents NameCheap.com on this forum about strange “business approach” called “first we take your money anyhow and say everything is Ok” and after if NameCheap.com wants, they “suddenly block you access” and slowly deal with the situation. Nice and very steady approach!

I remember it was a favorite behavior of PayPal, but after they lost court case, made some settlements, were forced to provide telephone to contact, plus very informative website paypalsucks.com a provided some help for consumers also, I checked namecheapsucks.com is busy, but namecheap-sucks.com and similar are available to go.

I think solving my problem, plus clarifying the “business approach” moment will tell a lot of people how to deal (or Not to deal) with mamecheap.com in the future.

And I can remain not happy, but still a customer and to have customers is NameCheap.com goal isn’t it?

I’m really frustrated and unhappy new customer of NameCheap.com.

Thanks.

[FreshFroot]

Well if you REALLY have issues with NC, just leave... That's the best answer for issues with anything.. just leave and move on to another. I'm also leaving namecheap, because I found much cheaper prices, though I haven't had a major issue with them.

[differentK]

Thanks for the comments. I think, first I need to reblock my account and after depending on how they deal with this issue - I will decide. Which registrar do you recommend FreshFroot?

[FreshFroot]

Well I have a reseller account I can give you if you want? The rates are MUCH lower than namecheaps and you have direct control over your domains. Also, transfers will be cheaper than normal rates registration rates. Send me a PM if interested.

I'm not saying namecheap is a bad provider, I just found having control over my domains a bit more and getting lower rates benefits me more.

[steventay]

which reseller account?

[enetwork]

Originally Posted by differentK

Thanks for the comments. I think, first I need to reblock my account and after depending on how they deal with this issue - I will decide. Which registrar do you recommend FreshFroot?

DifferentK I spoke with our fraud department and was advised they attempted to call you before they placed your account on hold. They will attempt to do so again soon.

[differentK]

Here is my update:

I spoke with Michael from namecheap.com and he unlocked my account. Well… now everything looks normal and I will stay with namecheap.com, he assured me that from now on will be no problem.

Thanks for this forum.