Atrocious response to a security breach on my account.
--- EDIT: Successful same day resolution by monitoring staff at Melbourne IT, to bad the call centre isnt this responsive. Increased rating form 1 star to 3 stars to account for this prompt response. --------
After spending the morning resetting a non-working password I logged into my dashboard to find another user who had either purposely used a fraudulent name or happens to have a strikingly similar name to my own, had gained access to my account and added themselves as the main account holder and secondary email contact.
This could ONLY ha...ppen by Melbourne IT service support staff incompetently letting them in or updating the account email to let them gain access to the account through a password reset. As I am not an active user of the service outside of domain renewal, every piece of correspondence for over 2 years had been going to a secondary (fraudulent) email address. It wasn't until I tried to log in that the issue was discovered. Upon reporting the issue and asking them to investigate the security breach their support responded with "I am glad to inform you that the issue on the name on our email notification has already been corrected". After then responding about the actual issue and giving supporting information they went quite for a week and then today I get "We are writing to you regarding your case number #XXXXX: Due to inactivity we are closing this case."
Absolutely terrible - avoid
I have had the unfortunate luck again to have to deal with Melbourne IT. 12 months later the same problems - the offshore call centre is the absolute worst to deal with. Its taken them 9 days to update and SSL certificate that should take 1-2 hrs. Communication and follow up is non existent. I have made 3 calls today and a total of 11 calls in 7 days to get this completed. The customer service is probably the worst I have seen in any dealings with any company. Completely disorganized, no lack of urgency and do not care about the task at hand. This should be zero stars. Ref ticket #04235563
Worst company to deal with
If I could have chose to review with NO STARS i would have!! Do not even think about joining them!! I have lodged a didspute with them and they refuse to answer my emails and discuss my concerns yet they keep trying to close the case!!!! Answer my questions!!!!!! You have the worst customer service I have ever come across!!
Similar experience, Support is non-existent and expect you to pay for their stuff ups.
They converted the website to Cpanel, transferred the emails.... now only 1 email works out of the three, no website ... and now No Cpanel.... Pooofff all gone. Relied on Melbourne IT for being in Australia, servers in Australia, and support in Australia now all changed and not getting much help. Has anyone else had similar failures with Melbourne IT ???
Awful leaving after 10 years of gradually worsening customer service......
Would leave a zero if I could. Migrated our services and websites they host from Cloud Hosting to C.Panel...lost our website, didn't correctly alter / update DNS records and as such I have no email or websites for three days!!! Ring up and find out they have only done part of the service alterations for the second time in three weeks....... will be looking for another provider for sure after this continuing lack of service......
They Lose Domain Names!
This company is the worst - They lose domains! - THEY HAVE ONE JOB!
This company is the worst. They lost my domain name and admitted that they lost it and after almost 12 months of trying they will not reply to any correspondence. They are totally incompetent and they literally have no support - None. If you have any business with the get out because they cannot continue with this rate of service. My guess is that they are trashing the company and will roll it into their other business Net Registry. It is astounding how bad they really are.
I have also been on touch with others that have lost their domain names because this company screwed up.
- Verified customer
Inertia is the only reason I'm still here
This site is relatively cheap, local and I'm used to the average service and clunky site.
Sheesh, they don't even answer the phone or have a facility to leave a message.
Inertia is the only reason I'm still here, several years and hundreds of dollars later
Poor hosting and even worse service
I have 2 x hosting accounts with MelbourneIT and I am finally tired of the terrible outdated hosting service and when you need support an email response seems to take a week, which makes it almost impossible to get anything resolved. My latest issue was that I realised the PHP version on my accounts has been EOL with no security updates for 18 months, when I enquired I was told that this could not be updated because the server I was on was about to be deprecated. This is poor to leave customers potentially exposed to security issues because you are planning on doing something one day. Anyway... This is the last straw and I am changing service immediately and I would not recommend these guys to anyone!
If I could give a zero rating I would. In my opinion I would stay away from Melbourne IT!
Melbourne IT is utterly useless in my opinion. I purchased an ssl certificate for two years duration, yet it expired after 12 months. I've been trying to have it reinstated, however there has been no positive action from them to correct his situation. I had a phone call from them two weeks ago where they advised they would correct this but no follow-up since. The ssl certificate expired over five months ago and my website is not secure - well done Melbourne IT! I've paid for a service that has not been delivered - the banks were hammered in the royal commission for this, so why does Melbourne IT get away with this type of non delivery when a fee has been paid?
Melbourne IT Suspended Email account
I am a customer of Melbourne IT for 15 years and was late 16 days with annual Payment $105 due to Covid 19 Complications .
Email account has been suspended !!!!
Trying to make payment unsuccessfully .
Melbounre IT is asking is to be patient and understanding with 10%- nil downgrade in customer support but has manage to down my essential email account well before 30 day cut off .
Well done Melbourne IT .
Disgraceful!!!...Do yourself a favour and look else if you are looking for a good technical service and intelligent customer support team who are competent. This is the final straw for me if a sub standard technical service , poor customer service and misleading billing renewals.
- Verified customer
Fraudulent conduct by Melbourne IT
I have 2 domain sites registered with Melbourne IT. Both site were renewed on auto renew and direct payment and well before the renewal dates and the respective tax invoices for payment then issued by Melbourne IT. I then received notification of the domains being unpaid for and about to expire. Due to COVID-19 I can`t talk direct to customer support. On three separate occasions I have sent explanations and copies of the tax invoices and the only response I receive from Melbourne IT are the domain sites have now expired. My Company has been with Melbourne IT for more than 10 years and it looks like I am going to the ACCC and looking for a new domain hosting company. Buyer beware!!!!
Mark Freeman, Director BTS
Worst hosting service
The incentive approach by Melbounre IT to suspend my account when 20 days late with annual payment without any consideration or empathy for people who are struggling when lost work during these difficult times is an example of Melbourne IT priorities . I have had a history of poor technical service and customer service so this is the final straw . Look elsewhere if you want good technical service and customer support .
There must be other options . Do your research!!!
No response, no service, are they even there?
Attempted to contact them through email to see if they would renew my ssl certificate when I got a reminder from rapidssl 22 days before expiry, no response. No way to open a ticket through my account so no record that they have received contact. Got hold of the live chat with 14 days to go and informed them that they were not responding to emails. They could not help but said they would email the sales team themselves. No reply. Emailed them again. No reply. Apparently phone line support has been removed. My certificate has now expired, customers are not using website. Still nothing from Melb it. Avoid like the plague.
Looks like I am not the only one
Last year I wanted to renew my website, and invited MelbourneIT to undertake this task, as they had done a good job on my previous site. My only perquisite was I wanted a similar layout to the previous site, which worked well for our visitors, and just wanted it to launch faster, and maybe include a few enhancements. A member of their sales team assured me this was possible, and promptly took full payment.
Following a initial consultation, a first draft was provided which looked nothing like my request, and was informed by the web designer tha...
Deceptive practices - Beware, no, actually, Avoid
Would go Zero stars if possible - Turned off Auto-renew for an unused domain name and then charged for 2 year renewal one month prior to the Due date on their own invoice. According to Melb IT you need 4 weeks to prepare to renew a domain....lol.... Seems auto-renew had managed to turn itself back on but we received email from 'Romina' placing blame back on ourselves. Yes, we had turned it off, at the start of Covid-19 we went through every provider to ensure we had no necessary expenses and the host of our business domain is the first place w...e went...... Interesting business model to continue charging after service not required, and refuse refund.........bordering on scam but probably not allowed to say that. Have used their model and emailed them with an opt out option of a chargeback, assume they are happy if they don't respond and have moved (another) our business domain to Go-Daddy. The business domain was due to renew in a month or so which makes it an interesting approach to refuse a refund for one product and directly lose another worth far more to them in the longer term. As a comparison my daughters cancelled some services that they were using, one with Adobe, and one with Canva and both of those refunded their last renewals. That is great customer service.....not like these scammers.
Our domain name is paid for annually but we have email hosting with them which is paid monthly. My credit card was compromised so I obtained a replacement. I forgot to change the details on their system. They suspended my website! The website is paid for, no invoice outstanding. Appalling Practice, appalling service. And I don't expect any replies, of, "I'm sending you a message, let's work on this". I have bombarded you with messages overnight - fix the issue, DON't let it happen again and fix your internal processes to save someone else the irritation of having to explain to you how you CAN NOT suspend one service for non payment of another!
Questions & Answers
I still haven't heard from them you told me that you were going to get to the bottom of my settlement and still nothing at all now I want 5000 and that's not even the tip of the iceberg that I've lost since this whole debacle happened?
Customer Advocacy ..Melbourne IT
I am sorry that you have had no response to your settlement request. Could you please tell m your domain name? I can then see what is holding the response up sand have this expedited.
On Wednesday, January 1, 2020, Netregistry Support <firstname.lastname@example.org> wrote:
Thanks for your patience over this period.
As we offered the AUD $2,000 I have requested for AUD $2,137.36 to be transferred to you. This is USD $1,500.
Once this request is approved, I will let you know and we can complete the transfer of funds and domain. The domain walk-ease.com is currently ready to transfer to your account.
The Melbourne IT Team
Is there any class action being organised against this company? How can they continue to operate with so many people so terribly upset and poorly treated?
Reading through the empty, vanilla responses from 'Customer Advocacy' it would appear no-one ever has anything positively resolved and it is all a waste of time and only re-opens the wounds.
What I would really like to know is what the relationship between Melbourne IT and Net Registry is. I have read various things... from MIT taking over NR to visa versa - so can anyone enlighten me on who owns who (and who should be getting sued)? I know MIT once had ethical practices, but obviously since aligning with NR those ethics are completely non-existent - so what is the reason?
Is there an intentional business strategy going on? Thoughts and facts much appreciated.
Not that I know of, but they are outright thieves. I have built a few webpages for my businesses over the years and initially maybe ten years ago they were ok but now they are totally dishonest.I still have some domains with them but seriously thinking may move to go daddy and drop them all together..forked out over 1k last year for a built by them webpage which has gone missing. Their IT call centre staff have no idea and seems like its all a scam now. They should be legally shut down.
Yes, I think I read that thread. I'm sorry that you and others are being treated this way. Why can't they just run an honest business? Are their products that poor that they can't make a profit by just doing good work?
I was interested in seeing whether there were ANY good reviews, and only found two.. both from the same time (about a year ago) and clearly written by a Melbourne IT employee (IMO as outsiders wouldn't use the terminology used). Apart from that, nothing. Wish I'd been aware there had been a change in management/ownership - I would never have trusted them.
I lost my domain name which I've had since 2005 I paid every year since then and have been with Melbourne it since 2011
I want to pay for it this last year and was told it no longer was mine I couldn't believe it I had a copy of the credit card receipt showing the payment made last year. For many many months of back-and-forth they finally admitted they made a mistake and we're very sorry to lose my domain name and they offered me some Alternatives I have built this website domain name and plan to use it as my retirement. Add insult to injury this company is at somehow got my domain name is offering it for sale at $56,000!
They're still trying to offer me alternative names and they also said that was probably want compensation exactly what I want he also said they were going to refund me my money that didn't happen what do I do now?
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