Paul De Sousa

Just a little back storyon this.

I am trying to move some domains from 1 registrar to another and one of them failed because it had been less than 60 days after another transfer (which is against their policies) but it was on the cusp and has since passed the 60 day mark but the transfer is still in limbo.

Normally transfers can take anything between 1 hour to 48 and sometimes 72 hours, but thats seriously something wrong when it takes that long. This trnafser however has been in transit for 8 days now.

I am trying to get someone to resolve it and this is my last conversation with them.

19:08 Please wait, an operator will be with you shortly.
19:09 There are currently 15 chat request(s) before you in the chat queue.
19:09 Your request is important to us. Please wait, an operator will be with you shortly.
19:09 You are now chatting with Nataly H. – Domains Support
19:09 Nataly H.: Hello, you’ve contacted Live Support! How can I help you today?
19:13 Paul: hello
19:13 Paul: sorry to make yu wait
19:13 Nataly H.: Hello
19:13 Paul: I need the transfer of *******.*** cancelled
19:13 Paul: it failed and needs to be restarted
19:14 Paul: I have gone back to heart and rthey cannot do anything about it
19:14 Nataly H.: please let me check
19:14 Paul: and I got a mail from you guys telling them to nack it
19:14 Paul: but the transfer is showing your side as being pending
19:14 Paul: I will be back in 10 minutes
19:15 Nataly H.: Please specify was the transfer rejected by your current registrar?
19:18 Paul: no, it was in the 60 day limit that has since passed and the transfer needs to be started again, they did not reject it, they approved it but it never went through
19:21 Nataly H.: The transfer status from our end is pending. Unfortunately we can not cancel it at this stage. Please contact your current registrar in order to release your domain or reject the transfer
19:39 Paul: they have rejected it
19:39 Paul: and they cannot release it
19:39 Paul: because they have already accepted it
19:39 Paul: to be released
19:40 Nataly H.: In this case you will need to wait once the transfer is cancelled automatically at our end
19:40 Nataly H.: After that you will get a refund to your account funds
19:40 Paul: how long does that take?
19:41 Nataly H.: and you will be able to restart your transfer
19:41 Paul: this has been more than a week
19:41 Paul: someone restarted it for me the other night
19:41 Paul: why cant you ?
19:41 Nataly H.: it can take up to 5 days once the transfer is rejected
19:41 Nataly H.: Unfortunately we have no such option
19:41 Paul: when was the transfer rejected by Icann?
19:42 Nataly H.: I mean from the moment the transfer was rejected by your current registrar
19:43 Paul: it was rejected by Icann
19:44 Nataly H.: Unfortunately I can not provide you with this date, we have no such records
19:48 Paul: well someone found it out
19:48 Paul: why cant you ?
19:49 Paul: youre a registrar, you have the ability to have information on domains that no one else can access, and you do not have access to ICann data? I need this escalataed to your manager please
19:49 Paul: transfer me to your boss. not the team leader, not your shift leader, The boss, the guy that runs your company
19:50 Paul: get me him
19:50 Paul: I want to speak to him
19:50 Paul: not you
19:50 Paul: I will wait.
19:50 Paul: and dont cut me off or tell me to come back later
19:50 Paul: I am waiting right here
19:50 Nataly H.: In case you wish to speak to our manager please submit a ticket
19:51 Nataly H.: Unfortunately our manager is not available via chat
19:51 Paul: I do not want to send another ticket, I will wait
19:51 Paul: right
19:51 Paul: here
19:51 Paul: Im not going anywhere
19:52 Nataly H.: do you already have a ticket withus?
19:52 Paul: yes
19:52 Nataly H.: may i know ticket id?
19:52 Paul: NDE-563-18348
19:53 Paul: so you have been speaking to me for half an hour, and have had my details up there through the domain name and you have not noticed that there already is a ticket open in this regard?
19:54 Paul: unreal.
19:56 Nataly H.: In case your transfer was rejected by your current registrar he ticket with our upstream provider will be updated. Once we receive an answer from them you will be informed via your ticket
19:56 Paul: No, YOU need to pick up the phone and phone them
19:57 Paul: and say
19:57 Paul: we are trying to acceot a transfer in but there is a problem with it
19:57 Paul: please recitify
19:57 Paul: please do not make me explain to you how to do your job
19:57 Paul: so dont try to think
19:57 Paul: go and find me someone who knows something
19:58 Paul: if you have to think it means you do not know, so find me someone who doesnt think, they just do because they know how to do their jobs
19:58 Paul: I am your client
19:58 Paul: you are my provider
19:59 Paul: so as my provider I am telling you that I wan trying to bring you more business by bringing my domain to you.
19:59 Paul: at this point you should be very greatful of my business
19:59 Nataly H.: the ticket was updated. Once we receive a reply we will update you. Unfortunately we have no other way to contact our upstream provider. Hope you understand
19:59 Paul: and then jump quick to help me as fast as you can because you appreciate the business ofthe little man
20:00 Paul: if theres an “upstream provider” emergency, and the internet is falling down who do you phone?
20:01 Paul: what you should do is find the phone number of the upstream provider whose name you do not know and CALL THEM
20:01 Paul: who is your upstream provider and I will call them
20:01 Paul: give me a name and a number
20:01 Nataly H.: Paul, please understand that the only way to cancel your transfer is to contact our upstream provider. We have contacted them and are waiting for their reply. The transfer was rejected not from our end. And currently we have no option to cancel it immediately
20:01 Paul: or just a name I will search for them on the internet using google because I can
20:01 Nataly H.: our upstream provider is ENOM
20:03 Paul: i found the number on their site
20:03 Paul: 425.274.4500
20:03 Paul: call them
20:03 Paul: phone them up and tell them theres a problem
20:03 Nataly H.: They have been already notified about the issue via ticket
20:05 Paul: have you sent another ticket? or an update request?
20:05 Paul: have you marked the ticket as urgent?
20:06 Paul: have you updated the ticket?
20:06 Nataly H.: The ticket was updated
20:06 Paul: “Client very irate! please help!”
20:06 Paul: try tell em that!
20:07 Nataly H.: Paul, they were notified about your issue. Please allow the time for them to check and reply to us
20:07 Paul: time? how much more time? it has been 7 days
20:07 Paul: 7 days do you understand?
20:07 Paul: 1 week?
20:08 Paul: why must I wait?
20:08 Paul: I will wait right here till its fixed
20:08 Nataly H.: The transfer was initially rejected by your current registrar, not from our end.
20:08 Nataly H.: The request was sent to Enom to fix the issue
20:08 Paul: the transfer was started on your end, cancel it
20:09 Nataly H.: It can take time to investigate it and reply to us
20:09 Nataly H.: As I have said we have no option to cancel the transfer in this status
20:10 Nataly H.: Thje first time we contacted them the tranfer was not cancelled
20:12 Paul: wheres your manager?
20:12 Nataly H.: our manager is available via ticket system only
20:13 Paul: then update the ticket
20:13 Paul: and send it to him
20:13 Paul: he has my email address
20:13 Nataly H.: I will assign your ticket to our manager
20:14 Paul: see was that so hard?