Hi all,
I'm writing to report a bad experience with Gandi. I'm trying to figure out why - any help would be appreciated.
The story:
I signed up by volunteering my real identity (name, address, phone) and paid with paypal, connecting to their website with a VPN.
About 5 minutes after my transaction cleared, I got an automated email from the "support" address:
Please kindly note that your order XXXXXXX has been rejected.
Please note that no transaction has been registered. The amount of the transaction will be refunded by your bank within a couple of days. Don't hesitate to contact your bank for further details regarding this refund.
If you would like to proceed with another order, we require a copy of a valid ID (passport, drivers' license, national ID card) of the registrant/owner of your User Account.
You may send these documents to us in PDF or JPG format by replying to this email.
I replied with a very respectful and reasonable question:
May I ask - why has this transaction been cancelled? I'm curious as to whether this was Gandi's decision or another party's.
It's unusual that an image of ID is required for transactions like this. Why are such stringent measures now in place for me specifically?
Gandi's response, this time from their "abuse" address (!) :
We remind you that by agreeing to Gandi's contract, you committed your contacts and yourself to always provide full, accurate and reliable identification information.
My response:
I am aware of the obligation to provide accurate contact info, and I have done so by manually entering my contact info into your site.
You have not answered my original question, however - why is it required that I send you sensitive ID photos to verify?
[...]
I would be willing to send over a different form of less sensitive non-photo ID, such as an electricity bill from the local power company with my name and address on it.
Your past two messages have not been helpful. I would appreciate a more straightforward answer to why I am being selectively targeted with this photo ID verification requirement.
Gandi "abuse":
We remind you that according to Gandi's General Service Conditions, you have agreed that Gandi can proceed with verification of your contact information.
"Gandi General Terms and Conditions of Domain Name Registration" ( https://www.gandi.net/contracts/ ) clearly provides as follows:
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We reserve the right of proceeding with verifications of Your contact information, and You commit to providing, at any time and within the deadlines provided, whether for completing an order and/or during the term of the Contract, any proof of ID and/or street address (driver's license, passport, certificate of incorporation, etc.) or of Your capacity to engage in, use, or pay for Our services.
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My response:
Yes - but why is Gandi asking me specifically for this extra verification?
And then no response for some time now :/
Is this to be expected as a result of using a VPN? Paypal? I find it hard to imagine...
I almost feel harassed by their labelling of this issue as "abuse". Their arbitrary use of such onerous, anti-privacy verification and fine-print sliminess is just very disappointing.
Off to try out another service. Perhaps this time one based in the US? Somehow I feel like Gandi's hostile stance could be a result of some kind of EU legal requirement or something?
This has been bothering me, I would appreciate anyone's advice / take.