GoDaddy is alleged to have transferred a domain name without authorization from it’s longtime registrant, transferring the domain name without the proper authorization and the required documentation. The victim spent nearly ten hours with customer service only to receive the response that there is nothing GoDaddy could do to fix the problem.
Domain Transfer Happened On A Saturday
Interestingly, the rogue domain transfer happened on a Saturday, which could be an important detail because some domain registrars outsource their customer service on the weekends and I have heard of other occasions where mistakes have occurred due to less quality control. I know of a case where high-value domain names worth six to seven figures were stolen on a weekend where an attacker was able to manipulate the weekend customer service into changing the email address of the account, enabling the thief to transfer away all of the one and two-word domains to another account.
What happened with this specific domain was not a case of robbery but something worse. A weekend customer service person made a mistake processing a legitimate domain name change by another GoDaddy customer, and instead of initiating the change on the correct domain they transferred the victim’s domain instead.
Compounding the error, GoDaddy’s weekend customer service failed to follow their own protocol for preventing unauthorized transfers, thereby allowing the domain to be transferred to someone else.
32 Calls And Nearly 10 Hours Of Phone Calls
The process of getting GoDaddy to reverse it’s mistake was a bureaucratic nightmare. They placed thirty-two phone calls and spent 9.6 hours on the phone talking to GoDaddy’s customer service.
“Lee called GoDaddy on Sunday. They confirmed the domain was no longer in his account but could not say where it went due to privacy concerns. They told him to email [email protected]. He did but did not receive any type of response when emailing that address. Of course Lee didn’t really feel like this was the appropriate level of urgency for this issue. He asked for a supervisor who was even less helpful. Lee was not happy. He may have said some hurtful things to GoDaddy’s support personnel during this call. That first call lasted 2 hours, 33 minutes, and 14 seconds.
On Monday morning, Lee and a coworker started working in earnest on this issue because there was still no update from GoDaddy. Calling in yielded a different agent who told Lee to email [email protected] instead. By Tuesday the address had changed again to [email protected]. The instructions shifted by the day. It seemed like every GoDaddy tech support person had a slightly different recommendation.”
Compounding the error was that every time the victim called GoDaddy the call generated a new case number with none of the case numbers tied to any of the previous ones.
GoDaddy’s Response
After four days of trying to get through to someone at GoDaddy to get the problem…
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