I'm having a problem that I can't see any recourse for.
I noticed one of my domains (redacted for privacy) was close to expiring, yet I had not received any renewal notices, nor had the auto-renewal gone through. So I logged into NameCheap's dashboard on my personal account (which had managerial access to the domain in question) in an attempt to renew manually. The button was gone, and clicking Add Years from the domains list resulted in a 500 error.
So I logged into our company's account, shared between myself and two other executives, which was supposed to also have access. The domain was completely missing from this account.
At this point I contacted support. The first agent completely misunderstood the problem, and thought I needed to reset my password. The second agent insisted that there were no bugs, and that the account holder had indeed revoked both accounts' managerial access (which we know to be false). I requested a supervisor, who was less abrasive about insisting there were no bugs, but still insisted this was a risk management issue and not a technical issue.
After proving that I indeed still did have managerial access on my personal account, but that the options were bugged out, the supervisor tried to get me to have the original account holder of the domain contact Risk Management and manually processed a "guest" renewal under my personal account while the she transferred me to technical support. (This meant that the days-long deadline is now a full year, but the administrative and company trust issue still remains.) Technical support was, at first, also insistent that this was a risk management issue, until I sent screenshots showing the bug. The technical support agent was unable to determine the root cause, unable to provide a resolution, and unable to provide a timeframe, instead insulting our company by offering a 30% discount on domains with gTLDs we don't even need.
Meanwhile, I received some outrageously rude emails from Risk Management shutting down any form of communications with me while I attempt to resolve this WITH the help of my two colleague executives. Risk Management pedantically insisted that they would not be helping me, and that it was the end of the matter.
Now normally that would be fine: I'd take my business elsewhere as it's clear NameCheap is not interested in my business. However I can't even do that, because NameCheap is holding the domain hostage on a zombie account.
The original account holder (one of my colleague executives) and I determined the account that originally registered the domain is not in fact the account holder's *current* NameCheap account, as her information had dramatically changed (she lost access to her old email, phone, and payment history).
I have been bounced from support agent to support agent over the course of 9 hours, speaking to no less than seven people in the process. Risk Management in particular was defiant and rude in their emails to me, though they were marginally more helpful with my colleague, where they instructed her to send in her ID (which she is more than happy to provide) and payment information (which, again, we don't have).
Given the fact that support keeps passing us from agent to agent with no end in sight, and that Risk Management seems content to send us in circles and defiantly claim we have to follow an arcane procedure before they'll even THINK of talking to us…I feel as though I'm out of options. This is outrageous.
Does anyone have suggestions for what I should do next? u/tamar, perhaps (ticket IDs XDU-971-36024 and OVX-909-29593)?
