BBB Formal Complaint: Namecheap’s Failure to Resolve Unauthorized Domain Deletion

Posted Date: Dec 22, 2025
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Complaint Description:

I am filing this complaint against Namecheap, Inc. for breach of contract, gross negligence, and the catastrophic failure to safeguard a business asset.

For nearly 15 years, I have been a loyal customer, managing a portfolio of approximately 600 domains.

On June 11, 2025, I discovered Namecheap facilitated the unauthorized deletion of my domain, malaysia.build, which was an active, paid asset with auto-renewal enabled and nearly five months until expiry. This deletion was executed without the industry-standard EPP authorization code and without any prior notice.

This domain was the foundational asset for a real estate platform developed over nine years. Its loss represents catastrophic business disruption. For 359+ days (to date), Namecheap has engaged in a complete policy of non-response, failing its basic duty of care.

Addressing Namecheap’s Anticipated Defense:

I anticipate Namecheap will cite a “Limitation of Liability” clause to limit responsibility to a registration fee. This defense is invalid because:

  1. This is not a minor service dispute but a catastrophic failure resulting in the permanent loss of property due to a total breakdown of the security protocols I paid for.

  2. Such a clause does not absolve a registrar of responsibility for deleting assets without authorization or bypassing EPP verification.

  3. Namecheap’s 194-day (to date) failure to act constitutes gross negligence, which under Arizona law can supersede standard contractual limitations.

Furthermore, under applicable Arizona consumer protection principles and general contract law, limitation of liability clauses are commonly found unenforceable where a company’s conduct rises to the level of gross negligence or willful misconduct, as alleged here.

Pattern of Institutional Failure & Lack of Good Faith:

My exhaustive efforts to resolve this directly with Namecheap have been met with systematic obstruction and bad faith. For over 359 days (to date), Namecheap has refused to provide a substantive explanation or remedy (premature closure without resolution), deflecting responsibility to upstream providers and registries. This deflection is a tactic to evade accountability, as my contractual relationship and payment were exclusively with Namecheap as the registrar of record.

Namecheap’s failure is further evidenced by the complete dead end I reached with the industry’s own oversight body, ICANN (Case #01448650), which has left my formal complaint unresolved for 164+ days (to date). The fact that even ICANN cannot compel Namecheap to provide answers or a resolution demonstrates the profound severity of Namecheap’s neglect and their exploitation of a broken system to avoid their core duty to a long-term customer.

Evidence of Loss & Documentation:

The full timeline, with all email trails, video evidence, and technical breakdowns, is publicly documented:

Desired Resolution:

I seek a mediated resolution to achieve the following:

  1. Immediate restoration of the domain malaysia.build to my account.

  2. A formal written apology from the Executive Office.

  3. Fair financial compensation for FULL business disruption and the unauthorized loss of a high-value business asset.

Namecheap has ignored 15 years of loyalty and a catastrophic failure of service. I have already filed a formal complaint with the Federal Trade Commission (FTC) and am now seeking mediation through the BBB before escalating to the Arizona Attorney General’s Consumer Protection Division.

Sincerely,

WONG TAI CHIEW
Malaysian Citizen
+60 19-828 0131
[email protected]

DividerSupplemental Information

New Statement 1: BBB Rating Context (D- Rating)

Better Business Bureau Rating Context

Namecheap, Inc. currently holds a D- rating with the Better Business Bureau (BBB). This rating reflects a documented pattern of unresolved complaints and a failure to engage meaningfully with consumers who raise serious service and accountability issues.

The BBB rating is not based on isolated incidents, but on repeated failures to respond, resolve, or remediate complaints, including cases involving significant consumer harm. My experience aligns precisely with this pattern: prolonged non-response, premature ticket closure without resolution, and refusal to address documented security failures.

In this context, Namecheap’s handling of my complaint is not anomalous—it is consistent with a broader, publicly documented pattern of conduct that has already resulted in the company’s lowest possible BBB rating.

Supporting documentation:

• Consolidated findings:

https://loss.co/the-complete-catalogue-of-namecheaps-bad-faith/

• Chronological correspondence record:

https://loss.co/a-catalogue-of-namecheaps-systematic-evasion-and-unanswered-challenges/

New Statement 2: Multi-Regulator & Government Confirmation Context

Regulatory and Governmental Escalation Context

This matter is no longer confined to a private dispute between a customer and a registrar. It has entered the domain of multi-jurisdictional regulatory scrutiny.

  1. Arizona Attorney General (AAG)
    My consumer complaint has been formally received and logged by the Arizona Attorney General’s Office (CIC# 25-020223). This confirms the matter meets the threshold for review under Arizona consumer protection standards

Reference:
https://loss.co/aag/

  1. Federal Trade Commission (FTC)
    My report has been formally entered into the FTC’s Consumer Sentinel Network (Report #195289817), making it accessible to federal, state, and local law enforcement agencies nationwide.

Reference:
https://loss.co/ftc/

  1. Governmental Confirmation Regarding “malaysia.build”
    Malaysia’s official government advisory bodies (via GAC/MCMC channels) have confirmed that “malaysia.build should never have been registered in the first place”, and that the responsibility for this failure lies within ICANN-governed systems—not with the registrant.

Reference:
https://loss.co/malaysia-gac-response/

Despite these developments, Namecheap has continued a posture of silence and non-engagement, even after acknowledging foreseeable financial harm in writing. This refusal to respond persists while the company undergoes a publicly reported $1.5 billion ownership transition, raising serious concerns about governance, accountability, and consumer protection during periods of corporate restructuring.

The evidence is cataloged here. The structural solution is THE WONG CLAUSE, and it is being institutionalized.


Disclaimer: This website reflects the author’s personal account and opinions regarding the loss of access to the domain *malaysia.build*. The information presented is based on direct experience, contemporaneous records, and a good-faith belief in its accuracy at the time of publication. Mentions of companies, registrars, registries, or other organizations are included only to factually describe events and circumstances relevant to this case. These references are provided solely to factually describe documented events and communications. They should not be read as allegations of misconduct, negligence, or liability of any individual, company, or organization. The content is provided solely for informational and documentary purposes. It does not constitute legal, financial, or professional advice, and should not be relied upon as a definitive statement of fact or legal conclusion.

Corrections Policy: If any party believes that information contained on this website is inaccurate, incomplete, or misleading, they are invited to contact the author at [email protected]. All requests will be reviewed promptly and in good faith. Verified corrections, clarifications, or updates will be published transparently.

Right of Reply: Any registrar, registry, upstream provider, or organization referenced in this website is welcome to submit a written response. Such responses will be published in full, unedited, to ensure fairness and balance.

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