Complain About Wix - learn how to file a complaint

Trying to find a direct line to Wix is a challenge, as they push everyone towards their online system. Here are the official channels and what to expect.

Getting a response can feel like a lottery. Here’s a realistic breakdown.

• Use Specific Keywords: Start your support ticket with terms like "Billing Dispute" or "Domain Renewal Issue" to get routed faster.
• Request a Callback Early: Get in the queue during off-peak hours, like early morning on a Tuesday or Wednesday.
• Have Info Ready: Prepare your account email, the name of the site you're having issues with, and any relevant invoice numbers.

If Wix support is giving you the runaround, it's time to escalate. Don't just give up.

Better Business Bureau (BBB)

If you're in the US, filing a complaint with the BBB is surprisingly effective. Wix is an accredited business and they generally respond to complaints filed there to protect their rating. The process is public, which gives them an incentive to resolve your issue. Filing is free, but be prepared to wait. It can take a few weeks for the whole process to play out.

Credit Card Chargeback

For billing issues, this is your strongest move. If you were charged incorrectly or for a service you cancelled, contact your credit card company or bank and initiate a chargeback. Explain the situation and provide any evidence you have (like cancellation confirmation emails). This directly reverses the payment. Companies hate chargebacks, so it often gets their immediate attention.

Subject: Formal Complaint Regarding Unresolved Billing Issue on Account [[Your Email Address]]

To Whom It May Concern,

I am writing again to resolve an issue with my account. Despite contacting support on [[Date of first contact]], my problem with an incorrect charge remains unsolved, and frankly, the amount of time I've had to spend on this is becoming incredibly frustrating.

On [[Date of charge]], my card was charged [[$Amount]] for [[Description of service, e.g., 'a Premium Plan renewal']] that I had already cancelled. I have attached a screenshot of the cancellation confirmation for your reference.

To resolve this, I require a full refund of [[$Amount]] to be processed immediately. I also need written confirmation that my subscription has been fully terminated and no further charges will be made.

Please be aware that if I do not receive a satisfactory response and confirmation of my refund within 48 hours, my next step will be to file a chargeback with my credit card provider and submit a formal complaint to the Better Business Bureau.

Thank you for your prompt attention to this matter.

[[Your Name]]

Here are a few extra tips that users have found helpful.

• Ask for a Supervisor Immediately: If the first-level support agent isn't helping, don't waste time. Politely but firmly ask to have your case escalated to a manager or a senior support specialist.
• Use the Word 'Cancel' in the Subject: When submitting a ticket, using direct language like "Urgent Cancellation and Refund Request" can get it routed to the right team faster than a vague subject line.
• Reference Their Own Policies: One user on a forum mentioned they finally got a refund after quoting a specific line from Wix's own refund policy back to the support agent in the chat. It shows you've done your homework.

Tired of navigating Wix's support maze just to get a callback scheduled? Sound familiar? It's a common headache. Users on the BBB forums constantly talk about the endless back-and-forth and the frustration of feeling ignored. Pine AI was built for this exact situation. We handle the persistent follow-ups and tedious communication on your behalf. No more waiting by the phone or refreshing your email for a reply that might never come. Let us manage the complaint process so you can get back to your life. No joke.