ComplaintsforYola
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Complaint Details
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Initial Complaint
02/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I had cancelled with this company over 3-4 years back. They without my authorization decided re charge my card and send me a renewal email without my authorization or consent or knowledge!!!every year!!!!! . They cannot do that. Plus to contact there department who deals with this impossible as nothing helpful is written on website. I had to dig out an email address to send an email. But only has auto reply same as was the came many years back. This highlights how unreliable this company is and how our card info maybe at risk with them. They MUST REFUND me for last 4 years ASAP. One upload is current email and other is after I cancelled 4 year back !!!Business response
03/07/2024
The user *****************, *******************, indeed cancelled their subscriptions in 2020 but on February 25, 2021 a yearly Bronze package has been purchased manually. Yola does not make manual payments for the users so re-purchasing of the subscription on February 25, 2021 has been made by the user. ********************** doesn't monitor the accounts of the users and they're responsible for manual payments made on their end. After the manual purchase auto-renewal has been enabled as per our Terms of Service so no unauthorized charges have been made.On February 25, 2024 the user reached out to us and was assisted as per their request. We've refunded the user two last auto-renewals made in 2023 and 2024 in the amounts of CAD ***** even though the payment made in 2023 is outside of our refund policy. Unfortunately, it's technically not possible from our side to refund payments made prior to 2023.Customer response
03/09/2024
Complaint: 21344065
I am rejecting this response because:This manual purchase is unknown to me.
Secondly auto renewal option should not be even in place, customer must opt IN. That is what is in the ******* Business Act also. Somehow making such unilateral contract amendments, renewals, and extensions without express consumer consent is against the law here. This company is in breach in my honest opinion.
Sincerely,
*****************Business response
03/12/2024
As per our logs the purchase which re-initiated auto-renewal has been made manually via the account of the customer *****************, ******************** on February 25, 2021. If ***************** didn't make the purchase this makes the charge fraudulent and we recommend them to consult with their bank for further actions because, as listed in our communication with ***************** and in our previous reply to the complaint, we're unable to issue the refunds for the payments made in 2021 and 2022 due to our technical setup. Auto-renewals made in 2023 and 2024 were refunded.
When ***************** created their account they've agreed to our Terms of Service (********************************************) by check-marking (opting in). Our Terms of Service (********************************************) provide all the information about the services we offer, rules of purchases and auto-renewals. Thus, ***************** consented to auto-renewal of the purchased subscriptions.Customer response
03/12/2024
Complaint: 21344065
I am rejecting this response because:
Sincerely,
*****************Initial Complaint
07/11/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Dear Sir or Madam, I have paid on June 13rd my annual renewal of my @advocaciahamilton.com.br domain with the ************* company based in ************* called Yola by boleto. I have sent they the slip of payment at the time. Yet so far I have had my domain blocked by that company. They do not reply to my messages anymore, they do not reply to my complaints any more and think they can get away with client's money without any kind of legal consequences. As you can see, I have attached to this message proof of what I have been saying: I have generated a BOLETO and have paid that BOLETO via Banco do Brasil and have sent the company a verifiable slips of payment. Yola must understand that they MUST comply with the laws of **************************** and respect all customers regardless of whether they like the customer or not. It is the company's duty once established in ******* to uphold the highest standards of integrity. The utter disregard Yola has shown to my customer's rights are despicable and deserve nothing but the intervention of the full force of law. Since last Monday my domain is not working, I mean, I do not receive and email in there. I cannot also send any emails from it. It is my professional email. I would urge you to contact this company immediately and force it to solve this matterBusiness response
07/12/2022
The payment customer made on June 13, 2022 was the renewal of Yola Bronze yearly hosting package. The domain name and mailbox need to be renewed separately which wasn't done. The domain name and mailbox expired and due to this the mailbox isn't operational.
According to our logs our last reply was sent to the customer on July 5, 2022. Customer uses their ********************** Mail mailbox as login email address from which a request has been submitted. As Yola Mail mailbox expired it's no longer operational so our reply wasn't delivered. We recommend the customer to change the ********************** account email address to a personal one in Profile section of their Yola account and contact us from their personal email address so we could assist them further.Customer response
07/14/2022
Complaint: 17549670First and foremost, I would like to thank the BBB for the extraordinary work is has been providing customers worldwide for so many decades, as some companies must be held to account for neglecting some of their customers' demands.
I am rejecting this response because I have changed my email to *********************** at the company's request, yesterday morning.Yet the company has not made any contact with me so far.
What I would like Yola to tell me is what should I still pay it, beyond the R$82,36 I have already paid it, in order to reclaim my domain.
So far they have been too vague as to how I will be able to do so.
Sincerely,
******************************* dos ******OAB/** 303.864
****************
******************************************** 1716
Jardim So *****, ******
08461-110
Business response
07/18/2022
As per our logs we've sent the customer a reply to ********************** on July 15, ************************************************************* progress.Customer response
07/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.Thanks!
Sincerely,
*****************************Initial Complaint
07/05/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
1. Date of Transaction: 24 May 2022 2. Amount paid: ****** 3. Yola is a website that allows you to build and publish a website to a Yola subdomain at no cost. Upgrades can be made to any of a wide range of paid packages with premium features to help you look more professional and reach a wider audience.4. What the nature of the dispute: On June 18, 2022, I contacted Yola customer support to close my account and refund my due to being over-charged ***** every month and the premium site isn't user friendly. I contacted the ********************** support team again on 25 June 2022.Whether or not the business has tired to resolve the problem: 30June 2022, Yola Support Team offer you a 40% refund off the recent charge of $****** so you can keep the Yola Gold annual subscription.Account: #******Business response
07/06/2022
The charge of $311.95 was auto-renewal of user's ********************** Gold yearly hosting package made on May 24, 2022. When making the initial purchase user agreed to our Terms of Service (https://www.yola.com/terms) and subscription auto-renewal which is provided along with our services to ensure that the subscriptions aren't interrupted and users' websites stay online.
Auto-renewal attempts of $19.95 were supposed to renew user's domain name but were declined.
As per our logs user reached out to us on June 29, 2022. No prior cancellation or refund requests were received from the user.
As per our Terms of Service (https://www.yola.com/terms) and refund policy (https://helpcenter.yola.com/hc/en-us/articles/360012219900-Yola-refund-policy) user's payment was outside of the refund period so we weren't able to issue the full refund. As a gesture of goodwill we've offered the user 40% partial refund off the ********************** Gold renewal with keeping the subscription active but user declined.
User's subscriptions were cancelled per her request on July 2, 2022 so no further charges will occur.Customer response
07/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to ********, and I accept their offer of 40% refund and reinstall my website.Sincerely, *******************Initial Complaint
05/10/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I just received a email, saying I had "12 undelivered emails"and when I click on the link, it takes me to "https://e-mail-account-update.yolasite.com" (see screenshot).First of all, I do **NOT** have a account on your site, secondly, I did **NOT** send any emails.You are to remove anything regarding any account that *** have been created with that email address, furthermore, you are to disclose when/where/how I was signed up for this in detail. And I do NOT want any further emails.By reading this email, you agree to the terms of $1000 per email received from your company, that will be paid within 24 hours via **** money order. The fee is for "removal and cleaning" of my email server.I treat harassment very seriously, and this is a form of harassment.I will accept NO other response than what is stated above.It is un-ethical, to send un-solicited emails.Business response
05/11/2022
We've checked the information in our system and can confirm that no account has been created with this customers information so they're not registered with us.
The website https://e-mail-account-update.yolasite.com/ has been created on our platform and used for scam so we've disabled it and it won't be further used.
As per our Terms of Service (https://www.yola.com/terms) Yola isn't responsible for the content of the websites created on our platform: 'As a provider of interactive services, Yola is not liable for any statements, representations or Content provided by its users or other third parties.'Customer response
05/11/2022
Complaint: 17187245
I am rejecting this response because:first of all, I just got ANOTHER message saying the same thing, secondly, why would you allow this SCAM to be created and use your site in the first place, do you not monitor you own systems?
i just checked the email I received, it STILL directs me to the scam site, so obviously you are lying, since the site has NOT been dis-abled.
https://webmail-update8.yolasite.com
says the same thing
i will ask you one last time before taking legal action against your company. CEASE SENDING THESE TYPES OF EMAILS TO ME. this is the LAST time I will ask "nicely"
Sincerely,
*************************Customer response
05/18/2022
Date Sent: 5/18/2022 1:47:41 PM
Complaint: 17215818
I am rejecting this response because:the company did not address the complaint fully, of why they ran a site, that was not legit in nature, and lured people to this fake site.
Sincerely,
*************************
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.