Rachel D.

After the death of our primary contact person, I tried to get in touch with Network Solutions to update the email on the (nonprofit business) account. The experience has taken more than 10 calls and emails over what is now a three month period (because everything is "wait 24-48 hours for a response"). I was told to fill out a Primary Email Change request, then I was told to submit a change of ownership form. I had to submit multiple personal and organizational documents (expected) but never told why so I would get a response back that the Tax form was too old (which made me think they were looking to prove the company was still operating) so I would submit something different from the list but be told that the address wasn't the same (mind you, we're a nonprofit so half of these are public documents anyway. I would call the Customer Service desk, and the chat feature online but they're all different departments and do not have a way to communicate with one another so every time I'd connect with someone we'd start at square one. We've been a customer for a while (over 15 years), there really should've been a better way to help us out in a time of need.