On 3/5/2026 I called into Network Solutions to update my payment information and to ensure continued operation of my small business website. I spoke to Tim Chapman. He sold me on a product that I did not understand it included 3 years of web hosting and 3 years of "website & marketing". It was a total sham. The web designer tools were nearly impossible to use and after several attempts at making this work I called back into Network Solutions on 3/11/2026 and talked to someone named Matt. Matt promised me that he would process a refund for the full $619.05 that I paid on 3/5/26 and that he was actually going to SAVE me money by removing the "website & marketing" (3 year term) and instead give me the Express 5 year term with "WordPress for Entrepreneurs" (also for 5 years). The new total for these services would be $601.19
He repeatedly told me that it would not be a problem to process the refund as soon as I purchased the new program. I agreed to this new deal and Matt then connected me with Cyrus from the "billing team". Cyrus then went over everything that Matt had already went over with me and confirmed the refund request and the charge that Matt had quoted me. After a short time Cyrus then said that he needed to escalate the refund request to the "finance team" since it was outside of the THREE DAY refund policy... something that had not been mentioned AT ALL until this point.
I was fairly certain that this was not going to be an issue since everyone through this point had been pretty helpful and this seemed to be a minor issue.
Unfortunately, that was not the case. The refund was never issued. I then called back to Network Solutions and spoke to Ron on 3/16/26 @ 1:24pm est after spending 31 minutes on the phone Ron's answer was to give me another reference code for my refund request and to tell me that my refund requestion was still "Pending Approval" He stated that he could "see the assigned person who is going to process this" He went on to say that this WAS the last step in the process and that the person that it was assigned to was on vacation and that he was still going to follow up and I should receive confirmation of my refund within 24 hours. Ron sounded like he had this under control. He then gave me that reference number and I went on living life expecting that the 5 people that were now involved with this situation would handle it and I would get my full refund.
So today, 4/6/2026 I checked my account and sure enough the refund was never processed. So I called back to the Customer Service line and spent another 44 minutes on the phone this time talking with "Lovely", yes that was her name. I begrudgingly went over everything that I have listed above with Lovely and she explained that my request for refund was denied and that they send me an email on 3/21/26 telling me that it was denied. An email that I could not located in my inbox, junk mail or spam folder. I repeatedly asked for proof of this email and Lovely said that she could not forward me a copy of this email. I then explained to her that I had FULL recordings of each and every one of the conversations with each person that I spoke to with Network Solutions including those with the people that assured me that I would get the refund for the $619.05. She said that she would "escalate" this situation to her supervisor and to the finance team and they would review their own recording and if ANYONE assured me that I would be getting a refund; then they would issue it. Well I welcome my refund but at this point Network Solutions has wasted nearly 3 hours of my time trying to get my money back for something that should have taken a couple clicks of a mouse. I will keep my website with them because they have $601.19 of my money that I authorized them to have AND they have $619.05 of money that they have stolen from me. at this point I believe that they also owe me around $450 for time spent to deal with something that should have never been an issue.
And in case your wondering... yes I really do have recorded conversations with each and every person I talked to with Network Solutions. I'm just glad they record them for "quality and training purposes" just like I do.
If I do get a response, I will update this post.
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