Felix M.
Posted
Paid for a certificate I never received. No refund, no support, and they tried to renew my subscription.
This has been, without question, the worst customer service experience I have ever had with an online company. I paid DigiCert for a Common Mark Certificate for my business in Venezuela, and they NEVER issued the certificate, NEVER activated the service, and NEVER refunded my money. DigiCert requires customers to pay upfront before completing the validation process. I submitted all the corporate documentation they requested, but they were unable to verify my Venezuelan company's records with the local authorities. Instead of finding a solution or requesting alternative documentation, they rejected and cancelled my certificate order. Here is what makes this experience particularly unacceptable: DigiCert has a 30-day refund policy, yet its own validation process can take longer than that. In my experience, this creates an extremely unfair situation where customers pay for a certificate, wait for DigiCert to complete verification, and may find themselves outside the refund window before the company even decides whether it can provide the service. I spent HOURS on the phone trying to resolve this issue, being transferred from one department to another without anyone taking responsibility. I sent emails requesting either a full refund or assistance from a qualified validation specialist. My requests went unanswered. To make matters worse, someone from DigiCert actually contacted me trying to convince me to renew the annual subscription for a certificate they had NEVER issued in the first place! I explained the entire situation and tried repeatedly to reach that person afterward. They disappeared, never followed up, and never responded to my emails. How can a company try to renew a subscription for a service it never successfully delivered? I was willing to provide additional documentation, schedule video calls, and cooperate in any way necessary. I did everything I could to help them validate my company. DigiCert simply failed to provide a workable solution. I find their payment and refund policies deeply misleading in practice. Customers should not bear the financial consequences of DigiCert's inability to verify legitimate corporate documentation in certain countries. After paying, spending countless hours on calls, sending multiple emails, and receiving absolutely nothing in return, I genuinely feel scammed. My certificate was never issued. My money was never refunded. My emails were ignored. Yet DigiCert still wanted another year's subscription payment. I strongly advise businesses, especially those outside the United States, to think very carefully before paying DigiCert upfront. Make absolutely sure they can validate your company BEFORE handing over your money. DigiCert, if you are reading this, I am still waiting for either the certificate I paid for or a full refund. All I have received so far is wasted time, frustration, and a complete loss of trust in your company.