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Major Problems Renewing my Domain
And I don't have much of a clue about the procedure
HeNeverDies




msg:688882
 9:21 pm on Oct 28, 2003 (gmt 0)

I'm having *major* problems renewing a Domain name currently registered through Lycos.
The Domain expired over a week ago and for the last two weeks Lycos have been unable to process my payment method, and have said that it will take a indeterminate amount of time to find out why the payment isn't going through (I know it's not a problem at my end, I used the previous issue of the card *with them*).

According to their original 'domain about to expire' email I only have *a couple more days* to get the domain renewed.
As they are incredibly slow the renewal period looks like it will run out before they solve the problem.

They have told me that after the two weeks they will hold the domain for another couple of month (during which I will *not* be able to renew it) before releasing it.

Can they just let it run out, while not processing my payment, and then hold it without me being able to renew it, only to release it to the general public?
Surely I have more of a right over the Domain *I* registered than that?

Is their any way I can get at the domain that *I* paid for? Or is all the power with them?

Thanks a bundle to anyone who replies, I really am completely in the dark with all this stuff.

 

Mardi_Gras




msg:688883
 9:33 pm on Oct 28, 2003 (gmt 0)

for the last two weeks Lycos have been unable to process my payment method

How about a different payment method? Borrow a card from a friend? Send a certified check?

<<added>>Welcome to WebmasterWorld! After you get this resolved, find a new registrar..<</added>>

[edited by: Mardi_Gras at 9:41 pm (utc) on Oct. 28, 2003]

HeNeverDies




msg:688884
 9:40 pm on Oct 28, 2003 (gmt 0)

Thanks for the reply Mardi.

They've said this to me, but quite frankly that is not an option.
I wouldn't ask for a friends credit card number, just as I would't wish for someone to ask for mine. I feel uneasy about using my number half the time, and am certainly not going to be responsible for anyone elses card.

The frustrating thing is that it is absurd the problem they are creating for payment.
- I've used the previous issue of this card with them, even up until last month.
- The reasons they gave me for likely card blacklisting (Old Card, Insufficient Funds, Stolen Card) so blatantly don't apply it isn't even funny.

Loki99




msg:688885
 9:53 pm on Oct 28, 2003 (gmt 0)

“Can they just let it run out, while not processing my payment”

YES

“and then hold it without me being able to renew it, only to release it to the general public?”

YES. And then walk away with no concern for you.

They probably don’t have any interest in not letting you re-register. The situation is more a matter of incompetence at your registrar.

If you don’t handle it – don’t count on them to handle it.

Get on the phone – talk to whoever you have to. And go down their throat until you get your domain re-registered.

HeNeverDies




msg:688886
 10:03 pm on Oct 28, 2003 (gmt 0)

Thanks Loki, that is exactly what I've been trying to do.

I've spoken to three different people since Saturday, two of the conversations were over half an hour, all the while me questioning/requesting/cajoling. A couple of the conversations have moved into the 'totally frustrated and "if this isn't resolved I will make an official complaint"' stage. But it hasn't gotten me anywhere.
Their incompetence is almost impenetrable, especially as *I* don't know that much about what can and cannot be done (this is all new to me).

If I knew where I stood, and what power I had, I might be able to do more than I have been, but I just don't know where I stand.

I only wish to renew the domain so I can move it to a Host that has a clue. This will be without a doubt the last time I *ever* have anything to do with Lycos.

Mardi_Gras




msg:688887
 10:08 pm on Oct 28, 2003 (gmt 0)

Is this a money site or a hobby site? If it is a money site I would sit down at the computer with a friend and his credit card and get this done. Or send a certified check next day delivery to a person at Lycos - not an address.

Worry about what a lousy experience you had later - get the site renewed today - even if you are not happy doing what it takes to renew it.

If it is a hobby site, maybe you can afford to let it go. If not, the advice above still holds.

Loki99




msg:688888
 10:30 pm on Oct 28, 2003 (gmt 0)

This is a really good read.

[info.lycos.com...]

Pay attention to who they used as your registrar.

Also count how many times they say
"Limitation of Liability"

richlowe




msg:688889
 10:42 pm on Oct 28, 2003 (gmt 0)

I've run into the issue where a card cannot be used under certain conditions where the credit card company has been hit by fraud from other cards. They might blacklist cards from, say, the domician republic because there's a lot of fraud there. I've had trouble especially using cards on canadian web sites for some reason.

In this case, the ONLY solution is to use a different card.

It seems to me, to be perfectly frank, that Lycos is not at fault here. It may very well be your credit card company. Lycos is simply trying to approve the card and it's being rejected. They do not, and legally cannot, know more than that.

I would make the same advice as an earlier poster - use a different card. If it's important to you, borrow a friends.

Richard

HeNeverDies




msg:688890
 11:15 pm on Oct 28, 2003 (gmt 0)

Thanks for the replies guys.

As for your points Rich let me state:
1. I live in England, so it hardly looks like it can be geographically based blacklisting. It's a UK card being used on a UK site.
2. This EXACT card has been used by Lycos for the last YEAR. The only difference is this is the latest ISSUE of the same card. They took money out as recently as a month ago with the old cards details.
3. To be more specific it is not a CREDIT card I am attempting to use, it is a DEBIT card. So the money cannot be taken out if it isn't there (which it is).

"It seems to me, to be perfectly frank, that Lycos is not at fault here. It may very well be your credit card company. Lycos is simply trying to approve the card and it's being rejected."

I totally disagree with you saying it's not their fault. They have been using the card, it worked fine last month.

"They do not, and legally cannot, know more than that."

This is also untrue. The card has been blacklisted, they are in the process of finding out why, so they blatantly can know more than that. The problem is that they are taking weeks to find out why it isn't working.
You can't really say Lycos isn't at fault. Some of the responses I have had from them have been nothing short of disgraceful. I have emailed a number of times and each response that comes back says something different from the previous one.
The first person I spoke to on the phone didn't have a clue what she was talking about.

The site is essentially a hobby site, but it has a number of "staff", and while I gather no income from it I, and others, have put an awful lot of time into building it up.

But still the "use friends credit card" is a path I really have no desire to go down.

Mardi_Gras




msg:688891
 11:23 pm on Oct 28, 2003 (gmt 0)

But still the "use friends credit card" is a path I really have no desire to go down.

You have to do what it is required. If your card is being rejected, it is being rejected. You seem to be focused on getting Lycos to accept your card - I think we have all politely suggested you focus instead on getting your domain renewed. You can't make Lycos do what you want - you can get your domain renewed, though. They (and some of us) have offered options to do that.

Good luck, whatever path you take :)

BlueSky




msg:688892
 11:53 pm on Oct 28, 2003 (gmt 0)

If this is a debit card and not a credit card, why haven't YOU gone to the issuer and found out why this payment keeps getting rejected. Usually, debit cards go thru with no problem unless you don't have sufficient money in the account at the time of the transaction. I agree Lycos is pretty bad, but it's not their responsibility to go find out why a customer's card keeps getting rejected. If they're trying even at a snail's pace, they're going above and beyond. Most usually just say your card has been rejected give me another one or a different form of payment.

You said the old card worked and the new one doesn't. Did you activate the new card? Do you have sufficient funds in the account? If not, then fix them and ask Lycos to try again. If the answer is yes to both, then give your issuer a call to find out what the problem is. If it cannot be resolved quickly, then cool off and use a different route like others have suggested already.

Speeeedy




msg:688893
 5:23 am on Oct 30, 2003 (gmt 0)

What a nightmare! I went through something similar.
I learned a valuable lesson: NEVER deal with companies too big to know how to operate in an organized and reliable manner.

I switched all my clients to another hoster, personable, great rates, hassle free. Can't go wrong.

Best of luck getting everything back together!

--Jim---

[edited by: heini at 1:07 am (utc) on Nov. 1, 2003]
[edit reason] lets keep it general, thanks! [/edit]

HeNeverDies




msg:688894
 7:15 pm on Oct 31, 2003 (gmt 0)

You're right Jim, I've learned the same lesson re:dealing with companies *too* large.

FWIW I finally managed to get the problem sorted today.

The card WASN'T the problem, as the bank verified (I knew it had been used on other sites). The problem was Lycos' payment system cannot deal with a new issue of a card that is currently in the system. I was later told it was a known problem.

I finally got to speak to the fourth person today who was going to sort it and contact me. Thankfully this guy actually did and the problem was resolved.
So thank god I still have my domain.

The one thing I will say is I wouldn't touch Lycos if they were the last hosts on earth now...

Speeeedy




msg:688895
 10:54 pm on Oct 31, 2003 (gmt 0)

Right on! Glad you got them back on track. :)

Are you going to stay with them?

--Jim---

HeNeverDies




msg:688896
 12:50 am on Nov 1, 2003 (gmt 0)

Hell no!
I remember when reading that Lycos weren't all that when I started the website, and now I know why.

Another hoster, in the UK, offered a better deal and their customer service so far has been excellent.

[edited by: heini at 1:08 am (utc) on Nov. 1, 2003]
[edit reason] lets keep it general, glad you resolved this [/edit]

rfgdxm1




msg:688897
 1:33 am on Nov 1, 2003 (gmt 0)

>They've said this to me, but quite frankly that is not an option.
I wouldn't ask for a friends credit card number, just as I would't wish for someone to ask for mine. I feel uneasy about using my number half the time, and am certainly not going to be responsible for anyone elses card.

Solution: give your friend the URL to pay the domain name fee, and cash to pay the fee. Have *them* do it. That way you won't know the card number.

HeNeverDies




msg:688898
 1:41 am on Nov 1, 2003 (gmt 0)

No need now. It's sorted.

It only took Lycos two weeks to sort out the problem they were having processing my card, which works fine everywhere else.

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