ComplaintsforGoDaddy.com LLC

• Initial Complaint

  10/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've had a domain account with GoDaddy for years, and have used the associated email using POP3 and SMTP to access and send messages directly to/from their server. This was included with the fee for their domain. Now they've changed to a different online email platform - ********* 360 - and they want me to pay an additional amount for it despite the fact that I won't use the product. Today receiving my email isn't working. The agent in chat keeps telling me over and over that they changed platforms so I have to pay more. This is clearly a downgrade in a service I'm already paying for, done without my consent. They have refused my request for a refund of the time remaining on the domain which I already paid for.

  

  Business response

  10/30/2021

  Thank you for the opportunity to address our customer's concerns.
  
  Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal/agreements.
  
  On June 6, 2009, our customer purchased the domain name in question for a 5-year term via online transaction, this plan included a Free Workspace Email plan. Our customer subsequently renewed this plan most recently on June 7, 2019, for a 5-year term.
  
  GoDaddy is in the process of retiring Free Workspace Email plans and migrating customers to our ********* 365 Email Essentials Basic (M365) email plans.  Our approach to this included allotting a free trial of M365 email and sufficient time for our customers to either convert to a paid email plan, or to download and backup any necessary emails and locate a potential alternative service provider. GoDaddy also ensured that our customer care team was prepared to help our customers make the right decisions for their needs.
  
  On July 17, 2021, we emailed a thirty-day notification of our intent to migrate their Workspace Email plans to M365.
  
  On August 18, 2021, their Workspace Email plans were migrated to M365.
  
  RESOLUTION:
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  While we empathize with our customer's frustration regarding the end of life (EOL) of the free Workspace Email plans, companies must sometimes make difficult decisions in deciding to cease providing a particular product or service.  This can be due to technological changes or the feasibility of maintaining the product in the future.
  
  As a goodwill gesture we have provided an additional three months of M365.  In addition, we have issued a refund of the time remaining on their domain.
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
  Kindest regards,
  
  *************************
  Office of the *** GoDaddy

  Customer response

  10/30/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and assuming the refund goes through will accept it very reluctantly.

  Most of GoDaddy's response is irrelevant. The facts are that I paid in advance for 5 years of a service including a domain and email, and after 2 years they decided to stop providing part of that service unless I bought an additional product, and that they refused to give me a refund for the remaining 3 years. (By the way, in their warning emails they gave NO option to go to another provider and get a refund.) The fact that they reversed themselves so quickly shows that they know they're in the wrong, despite their pretense that they're doing me a favor by doing what they should have done in the first place. What about the unknown number of people who are also not getting what they paid for but don't realize it or don't have the knowledge or ability to complain loudly in the right places?

  That said, GoDaddy has resolved my issue, although without an apology or any compensation for my time, stress, and effort in arguing with them and having to do a last-minute switch to a new email provider.

  Regards,
  
  *********************************
  
   

  
  

• Initial Complaint

  10/24/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I upgraded to a new web hosting plan on 9/7/2021. During the chat with the agent, I asked if I would get the specs currently advertised on the website, and if not, I would be happy to back up my sites and purchase a new plan. The agent assured me that he could honored the specs currently listed on the website. At the end of our chat, the new server had launched, but the specs were not correct. He then assured me that it may take up to 72 hours for the server to update. This never occurred. I wrote in to Chat support 2 additional times in September and October and was promised that it would be taken care of with X amount of time. It never happened. All of my websites went down for nearly 3 hours on the evening of 10/23/2021. I wrote in to chat support to ask why and also to follow up on the server specs not being correct. Eventually the sites came back up, but I was informed since I upgraded that I was not entitled to the advertised server specs. I informed the agent that I had previously been told it would be honored. The agent stopped responding and after 3 minutes I close the chat and saved the chat record. At any point in time, I would have been happy to back up my sites, request a refund, and purchase a new plan, but this is just silly at this point. I have dozens of domains with godaddy and hosted dozens of sites and have been customer for over 15 years. I am ready to leave the godaddy family.

  

  Business response

  10/29/2021

  Thank you for the opportunity to address our customer's concerns.
  
  Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal/agreements.
  
  On September 7, 2021, our customer contacted our support center to inquire about upgrading their existing hosting plan from shared cPanel Ultimate to Launch Business Hosting. Our ************* Guide assisted our customer with their upgrade.
  
  Between September 8 and October 23, 2021, our customer contacted our support center several times inquiring about the status of the upgrade as they were not seeing the resource tier increasing to their expectations.
  
  RESOLUTION:
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  This office has since been in contact with our customer regarding their concerns and upon review, has found our customer was part of a small subset of customers included in a product offering test. We have since added the appropriate product tier to our customers account in an effort to help resolve their concerns to their satisfaction.
  
  Regarding our service levels, we apologize for any inconvenience our customer has experienced and will ensure their interactions with our support staff are shared with our ************* Managers in an effort to identify improvement opportunities. GoDaddy strives to over the best service levels in the industry.
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
  
  Kindest Regards,
  
  ***************************
  Office of the ***** GoDaddy
  

  Customer response

  11/06/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  10/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a small business owner and I paid Goddady.com $5000 (12/17/2019) almost 2 years ago to build my company website. Its been a vicious process trying to complete this task as I still have nothing to show for and have lost time and money as most of the products on the site have become obsolete. I expected them to take leadership in organizing my products on a professional e-commerce platform but I found that the service tickets average 3 to 5 months and when completed and reviewing, its not correct or something else was changed in the site so they would have to start a new ticket to repair the fixes they caused. After a couple of months we would move on to the next step to repeat the "go back and fix things" process again.. Every time I call I have to talk and explain everything all over again to someone new and never seem to get anywhere. Today I am in the same situation and at this point the website is not even close to going live and don't want to wait any longer. I now know I hired the wrong company for this task. I asked for my money back and NO Response from them!! Please help me!!

  

  Business response

  10/28/2021

  Thank you for the opportunity to address our customer's concerns.

  
  Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal/agreements.

  
  On December 20, 2019, our customer purchased **********************'s Premium ************************ for a one-year term. This service enlists GoDaddy's ************** Services (WDS) team to create a custom website (for a one-time fee), utilizing GoDaddy's Managed WordPress hosting. Customers must submit information, including images and text for the website, to our ************** Services team before the site can be built.

  
  Between December 7, 2020, and October 25, 2021, our ************** Services team attempted to work with our customer to the best of their ability and to attempt to satisfy our customer's design needs. As a goodwill gesture, our ************** Services team had previously extended our customer's website hosting for a two-year term and their ************************** for a one-year term, both at no charge.

  
  RESOLUTION:

  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.

  
  Our ************** Services team has connected with our customer directly to discuss and address their recent concerns. They have canceled the ************** Service and ****************** and issued the customer a full refund per their request.
  We appreciate our customer's business.

  
  Thank you again for the opportunity to address the concerns presented by our customer.

  
  Kindest regards,
  ***********.
  Office of the *** GoDaddy

  Customer response

  10/30/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved in regard to the money I paid Godaddy. I am still considering discussing lost wages due to the time waiting for Godaddy to finish my site. Will discus this with my attorney. 
  
  Regards,
  
  Lenny (***) *****
  
   
  

• Initial Complaint

  10/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My business established a merchant account in May 2021, with GoDaddy Payment System, to allow my business to conduct online sales and receive payments electronically. I ran a test purchase on July 2nd, to ensure the system was working properly to sell and receive payments. I received my first online order on July 14th, in the amount of $800, for the purchase of an Apple iPhone XS **** Prior to shipping the phone to the customer, I confirmed with ********************** that the payment was received and cleared. GoDaddy indicated via email that the payment was good. I then proceeded with shipping the item and sending the tracking information to GoDaddy, as required. On July 23rd, I executed two in-store sales, which totaled $499.50. One customer paid a monthly phone **** and another customer bought a phone and paid for one month of service. Both customers received the products and services for which they paid, but I did not receive my commission payments. One week later, GoDaddy went into my account and charged me a service charge, which is the percentage that is usually taken from the customer payments. The following week, ********************** emailed me that due to a violation of GoDaddy Payment risk policy, they had terminated my account as a payment merchant and therefore I was no longer able to process payments or access my account. The email stated that they would be refunding transactions made to my customers. GoDaddy failed to communicate a reason for account closure. No information was provided regarding the claimed violation of the GoDaddy Payment Risk Policy, the action that resulted in the claimed violation, or the date the suspected violation occurred. I have called GoDaddy multiple times, and they have indicated that they cannot provide me with any information. This is my business; I provided the services and products my customers paid for, but I did not receive my payments. This abrupt account closure cost me approximately $1,300, which is s

  Customer response

  10/29/2021

  I am writing regarding my complaint ID # ********, submitted on 10/22/2021.  The business (GoDaddy.com) response is not acceptable and does not satisfy the crux of my complaint.  The response they provided to me previously, and the response they provided now to the BBB, fails to explain why my account was closed.  

  
  

  GoDaddy's response included the following:

  "Our customers transactions were flagged for review by our Verification Team, and an email was sent to the address on file requesting verification with proper, legible credentials".  
  

  
  

  I am unclear regarding the above response.  GoDaddy contacted me on July 15th asking me to provide tracking information and a resale certificate.  I provided those items as requested on July 15th.  I then asked GoDaddy if the customers payment was cleared on their end and they told me yes.  As a result, I proceeded with shipping the item to the customer, as I was instructed to do.  I did not hear anything further from GoDaddy until July 29th, when they notified me that my account had been closed and funds were returned to the customers.  In addition, GoDaddy went into my account and took their service fee, while meanwhile providing no service.  The additional information requested was for one customer, but funds were returned to three customers.  The account closure date of August 30th, that GoDaddy provided below, is incorrect.   

  
  

  I can provide copies of my previous correspondence with GoDaddy, if you would like that for review.  I was never notified that my account had been flagged by the verification team or notified that verification with legible credentials was being requested.  Further, what is even intended by that statement; verification of what and legible credentials for what?  I responded to every email I received, with all the information they requested and I was instructed by GoDaddy to proceed with shipping them item.    

  
  

  In closing, this complaint remains unresolved.  Businesses should be advised NOT to utilize GoDaddy for merchant accounts, as it seems they can take businesses money with little reason or explanation.  Any help the BBB can provide would be appreciated.  

  
  

  Thank you,

  ******

  

  Business response

  10/29/2021

  Thank you for the opportunity to address our customer's concerns.
  
  Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal/agreements.
  
  On June 17, 2021, our customer set up ********************** Payments for use in their online store. GoDaddy Payments is GoDaddys built-in payment gateway which allows our customers to take secure, online debit and credit card payments through their website.
  
  GoDaddy takes customer security and our commitment to preventing fraud seriously.  Our customers transactions were flagged for review by our Verification Team, and an email was sent to the address on file requesting verification with proper, legible credentials.
  
  On August 30, 2021, our customer was informed their ********************** Payments account was closed by our Risk team for violations of our Terms of Service.
  
  RESOLUTION:
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  While we empathize with our customers frustration, GoDaddy has a responsibility to ensure the safety and security of both buyers and sellers using our platforms. This is especially true when GoDaddy Payments is being utilized.
  
  We appreciate our customers understanding and their business.
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
  Kindest regards,
  
  *************************
  Office of the *** GoDaddy

  

  Business response

  11/03/2021

  Thank you for the opportunity to address our customers additional concerns.
  
  Between July 14 and July 28, 2021, our Verification Team communicated multiple times with our customer requesting they provide proper and legible credentials to verify the transactions in question.  When our customer failed to provide the requested credentials their account was closed.
  
  We stand by our original response.  While we empathize with our customers frustration, GoDaddy has a responsibility to ensure the safety and security of both buyers and sellers using our platforms. This is especially true when GoDaddy Payments is being utilized.
  
  Thank you again for the opportunity to address the additional concerns presented by our customer.
  
  Kindest regards,
  
  *************************
  Office of the *** GoDaddy

  Customer response

  11/09/2021

  I am writing regarding my complaint ID # 16047716, submitted on 10/22/2021. 

  
  

  The business (GoDaddy.com) response continues to be unacceptable.  As stated previously, I spoke with GoDaddy on July 15th, and provided the information as requested.  I did not communicate with GoDaddy multiple times between the 14th and 28th of July, as they indicated.  We corresponded on the 15th, I provided the information/documents they requested, and the next time I heard from Go daddy was July 29th, when I was notified my account was closed.  

  
  

  I provided all information as requested by GoDaddy, and therefore my account should not have been closed and my money taken.  Further, if I failed to provide requested credentials, as GoDaddy claims, I should have been notified of such and provided an explanation of what I failed to provide, prior to my account closure.  It remains unknown as to what I failed to provide, which in turn makes the account closure highly questionable.  

  
  

  Documentation of my correspondance with GoDaddy is attached for reference.  Please contact me if you have any questions.  

  
  

  In closing, GoDaddy just did as they wished, without proper communication or documentation of such, at my expense.  This signifies very poor business operations, which should be of great concern to the BBB.  If this is how they do business with all their customers, businesses should be advised not to utilize GoDaddy for merchant accounts, as the business stands to lose money.

  
  

  Thank you,

  ******

• Initial Complaint

  10/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Godaddy charged me on a domain name that I canceled a long time ago, I also deleted my card information a long time ago, but Godaddy still charged me using the card that I used before. I don't know how they did that, do they keep the customer's card information even though after the customer deletes the card? That's SCARY. I have called them a million times and emailed their verification office a million times but they still HAVE NOT GIVEN ME A REFUND!! they even emailed back saying the charge was for that domain, which does not even exist. I don't understand how they can be so confident of charging me for something that does not even exist!

  

  Business response

  10/25/2021

  Thank you for the opportunity to address our customer's concerns.

  
  Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal/agreements.

  
  On September 29, 2010, our customer registered the domain in question for a 2-year term.
  Since the domain registration, our customer has maintained the renewal of the domain with the help of our support staff as well as automatic renewal.

  
  On September 30, 2021, per our customers account preferences, GoDaddy automatically renewed the services in question. GoDaddy sends renewal notices prior to the expiration including 30 days and 5 days informing our customer the expired items would renew in accordance with their account settings unless additional action is taken.

  
  On October 20, 2021, A chargeback was initiated on the product in question. This chargeback withdrew payments made to GoDaddy and the products were suspended from the account.

  
  RESOLUTION:

  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.

  
  We have recently been in contact with our customer to discuss their concerns. While we empathize with our customer, the pending chargeback has removed the funds from our control. As a result, we are unable to provide a refund and our customer will need to work with their financial institution to resolve the chargeback.

  
  Thank you again for the opportunity to address the concerns presented by our customer.

  
  Kindest regards,

  
  *****************************
  Office of the ***** GoDaddy

• Initial Complaint

  10/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Installed ********* Authenticator App to use 2-step security. However, upon contacting the company they refuse to help and are asking for more and more information beyond the basics proof of identification such as a business license to assist me in gaining access to my account. I've provided these people with what they need. And as I explained to each customer service rep, you do not have to own a business to buy a domain name.I have reached constantly for a resolution to dissolve my dealings with GoDaddy and to gain access in order to close the account and not be charged for renewals. I cannot access the account to cancel the renewals because they won't take my ID as sufficient causing emotional distress and anguish. I feel forced to do business with a company I have no interest in. They tried to state it's the law to provide a business license. They've also stated there's no way to talk to a live person about this and basically that the fate of my account is up to a group. Refused to let me speak to a supervisor.I want to access my account to transfer some of my domains out, disable renewals, and dissolve the account.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My account was hacked. I lost a lot of my domains. eventually that was reversed but I am not able to access my account. I have a domain name that expired during this process and I will lose it if this is not resolved asap. I have been working on this for weeks and am just getting a run around. I have been a client for over 20 years and this experience with fraud and their lack of support is awful. Something needs to be done as I am at risk of losing precious digital assets.

  

  Business response

  10/28/2021

  Thank you for the opportunity to address the complainant's concerns.

  From the information provided, the complainant does not appear to be a GoDaddy customer.

  The complainant has been in contact with GoDaddy's Account Recovery team, attempting to gain access to an account which they are not the account owner. The required documentation has not been received to allow account access.

  RESOLUTION:

  At this time, information has been requested from the complainant which will allow the domain names specified in their request to be moved to a GoDaddy account they control. If they do not have a GoDaddy account, they were instructed to create one, then respond to our Account recovery team with the requested information.

  While we empathize with the complainant, we ask they continue working with GoDaddy's Account Recovery team and provide the requested information to resolve this matter.

  Thank you again for the opportunity to address the concerns presented by the complainant.

  Kindest regards,

  Mat T.
  Office of the ***** GoDaddy

  Customer response

  10/28/2021

  I am a godaddy client and my account was established in **** when I was an employee for the company.  This is exactly what I am talking about, their customer service is pathetic.  My identity was stolen by my son who changed the email address and phone number and I have been working for over 2 months to retrieve it.

   

  The email address for the account was *******************************.  and the is customer # ******* Call in pin ****

   

  Please help me resolve this as my domains are not up and I cannot access my cpanel.  Also Homehelpact.com expired and I spent over $250,000 developing that site.  I need resolution and this to be corrected.  At least someone could call me at 

  ************.

   

  Thanks

   

  *****

  

  Business response

  11/02/2021

  Thank you for the opportunity to address the complainants additional concerns.

  It appears the complainant was able to regain access to the account in question.

  To help prevent unwanted use of their GoDaddy account in the future, we encourage the complainant to enable additional security features such as 2-step authentication.
  https://www.godaddy.com/help/enable-2-step-verification-7502

  Thank you again for the opportunity to address the additional concerns presented by the complainant.

  Kindest regards,

  Mat T.
  Office of the *** GoDaddy

  Customer response

  11/05/2021

  I was finally given access through my sons attorney, yet there are 7 domain names that are not there,  they have been stolen and I am having an impossible time having the illegal transfers reversed.  All of my sites are down as well and I need everything restored as before the theft which occurred on August 18,2021.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My GoDaddy ************* (called Office 365) was prepaid for 3 years on April 16, 2021 for $1,042.56. Account ********* On Sept 27 2021 my email was hacked and was shut down. After calling GoDaddy Daily, they were never able to get my account back up and running. On Oct 4, 2021 I called [email protected] who told me that because of my service issue, I can cancel the account, and then ask for a refund for a prorated amount. I have engaged an IT company and paid to migrate my service. Today I cancelled the Go Daddy account and talked to Supervisor **************** who told me no matter what I was told, I could not get a refund. *******@godaddy.com. After listening to the on-hold music for hours on end (it is ragtime music) and explained the fact that my email was completely down for over a week he said "sorry nothing we can do". Please use this as a formal request to get back $868.80 the prorated amount of service credit refund.

  

  Business response

  10/22/2021

  Thank you for the opportunity to address our customer's concerns.

  
  Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal/agreements .

  
  On April 16, 2021, per our customers account preferences, two ********* 365 (M365) Email plans with the backup add-on auto-renewed for a three-year term. On June 18, 2021, a third M365 Email plan auto-renewed for a one-year term.

  
  On September 27, 2021, our customer contacted our *********** stating their email was compromised. Our agent walked them through updating their email passwords and adding the Advanced Email Security (***) add-on.

  
  On October 4, 2021, our customer contacted our *********************** to cancel the *** add-on and the M365 email that renewed on June 18, 2021. They were provided a full refund on both.

  
  On October 20, 2021, our customer contacted our *********** and spoke with a supervisor. They were properly informed that per GoDaddy's Refund Policy, viewable at https://www.godaddy.com/legal/agreements/refund-policy, their products were not eligible for refunds.

  
  As a one-time exception to our Refund Policy and goodwill gesture, the supervisor issued refunds for the unused time remaining on the two M365 emails and backup add-ons.

  
  RESOLUTION:

  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.

  
  We empathize with our customer. As a goodwill gesture, they have been provided prorated refunds for their M365 products. In the future, all refunds must abide by our Refund Policy.

   

  Thank you again for the opportunity to address the concerns presented by our customer.

  
  Kindest regards,
  Jenn H.
  Office of the *** GoDaddy

  Customer response

  10/25/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********************************
  
   
  

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am on the ***** of ********* for ******************, **** ******************, *** is a 501(c)3 non-profit organization that raises money to promote aviation education activities for youth in *******. Our main fund-raising event is an air show/fly-in that we hold annually in February at the ************************* in *******, **. We communicate with participants/volunteers/vendors mainly through or website, ***********.org. GoDaddy.com LLC hosts our website.Our webmaster, ***************************, passed away in July. He gave the password to our new webmaster, ***************************, but had "two-level" authentication activated. When he logs on, it sends a code to Rob's old phone number which is no longer active. We have contacted GoDaddy customer service numerous times with no results. They demanded a death certificate for *************************** which we are unable to retain and cannot locate his family. We are losing revenue from vendors because we have no access to our own website.

  

  Business response

  10/26/2021

  Thank you for the opportunity to address the complainants concerns.

  
  From the information provided, the complainant does not appear to be a GoDaddy customer.

  
  The complainant's organization has been in contact with GoDaddy's Account Recovery team, attempting to gain access to an account which they are not the account owner. The required documentation has not been received to allow account access.

  
  RESOLUTION:

  
  At this time, information has been requested from the complainant's organization which will allow the domain name in question to be moved to a GoDaddy account they control. If they do not have a GoDaddy account, they were instructed to create one, then respond to our Account recovery team with the requested information.

  
  While we empathize with the complainant and their organization, we ask they continue working with GoDaddy's Account Recovery team and provide the requested information to resolve this matter.

  
  
  Kindest regards,
  
  ***********.
  Office of the ***** GoDaddy

• Initial Complaint

  10/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  GoDaddy has set up blocks on their website to prevent me from changing my contact information, payment information or autorenew on domains that I own. GoDaddy has made it very challenging to try and make changes to domains that I own. Now, I have 4 domains scheduled to autorenew with my credit card and I cannot stop the autorenew. I no longer want these domains, but due to GoDaddy's policies and procedures, I am unable to change the autorenew settings or even my contact information. This has happened on numerous occasions. The GoDaddy website is designed to s**** over their customers, making it almost impossible to change settings for their products. Instead, GoDaddy just keeps charging fees for products that people no longer want. This has happened multiple times over multiple years with GoDaddy.

  

  Business response

  10/25/2021

  Thank you for the opportunity to address our customer's concerns.

  
  Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal/agreements.

  
  On July 20, 2016, our customer contacted our *********************** regarding their renewals and opted to upgrade several of their domains to include Protected Registration, now referred to as Full Domain Privacy and Protection.

  
  Full Domain Privacy and Protection is a premium, add-on service which provides proxy contact details in a domain's WHOIS information and also protects against the cancellation, expiration, or transfer of a domain. Domains that have this service cannot be canceled or transferred until Full Domain Privacy and Protection is downgraded. The steps to downgrade this service are found at: https://www.godaddy.com/help/downgrade-my-domain-protection-plan-1292.

  
  On October 19, 2021, our customer contacted our support center regarding their upcoming renewals and turning off auto-renew on their domains. Our customer was correctly informed they need to set up Two-Step Verification (2SV) on their account which provides an additional layer of security. 2SV requires an account holder to provide a numeric code received via text message along with their normal verification information to access the account. 72 hours after enabling this service, our customer would be eligible to remove Full Domain Privacy and Protection and turn off auto-renew.

  
  RESOLUTION:

  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.

  
  Our customer has successfully removed Full Domain Privacy and Protection from their domains.

  
  We encourage our customer to review and manage their account settings to prevent further unwanted renewals.

  
  Thank you again for the opportunity to address the concerns presented by our customer.

  
  Kindest Regards,
  ***********.
  Office of the *** GoDaddy

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩