General Complaint

TCP-03406

9

Issue Types

Selected Issue Types:

Billed for Goods/Services Not Requested or Received

Consumer Information

Consumer Business Name:

Digital Marketing Advisors

Contact Person First Name:

Zachary

Contact Person Last Name:

Urbina

Consumer Address:

200 S Barrington Ave Unit 491451

Los Angeles, California 90049

Respondent Information

Business/Service Provider’s Name:

WP Engine

Contact Person First Name:

Jason

Contact Person Last Name:

Garza

Business/Service Provider’s Website (URL):

https:/ /wpengine.com

Business/Service Provider’s Emai

l Address:

jason.garza@wpengine.com

Business/Service Provider’s Address:

504 Lavaca St Ste 1000

Austin, Texas 78701

Business/Service Provider’s Phone Num

ber:

https://consumerprotection.texasattorneygeneral.gov/consumercomplaintportal/s/flow/TCP

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Complaint

Submission

Main 1/4_

_3/18/26, 10:39 PM 877-973-6446

TCP-034069 – Complaint Submission

Complaint Details

Date of Transaction or Incident:

August 1, 2025

Have you contacted the business in relation to this issue?

Yes

Date Business Contacted:

August 13, 2025

Did the business respond?:

No

No

Did you sign a contract?:

Have you made a payment in relation to this issue?:

Yes

Date of first payment:

January 1, 2019

Date of last payment:

August 1, 2025

What was the total dollar amount paid?:

50,400

How was the good or service purchased?:

Online purchase

What method was used to make the payment?:

Credit Card

Have you filed a credit card dispute in relation to this complaint?:

No

Have you retained an attorney in relation to this issue?:

No

Have you filed a lawsuit regarding this issue?:

No

Have you contacted another federal, state, or local law enforcement agency in relation to this issue?:

No

Complaint Description

Briefly describe your complaint:

I am writing to file a formal consumer complaint against WP Engine, Inc., a web hosting company headquartered in Austin, Texas. I have been a customer of WP Engine for more than seven years and recently discovered that the company had been systematically overbilling me for a period of approximately four years.

Upon investigating my account history, I found that WP Engine had repeatedly upgraded my hosting tier without adequate justification, apparently using minor, temporary fluctuations in website traffic as a pretext to move me to more expensive service plans. These upgrades were not necessary for the normal and sustained operation of my websites, and I was never

https://consumerprotection.texasattorneygeneral.gov/consumercomplaintportal/s/flow/TCP

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Complaint

Submission

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_3/18/26, 10:39 PM TCP-034069 – Complaint Submission

clearly notified that such upgrades were being made or why. I believe this practice was driven by sales staff acting in bad faith, and I suspect it may not be limited to my account alone.

When I confronted representatives of WP Engine with evidence of this overbilling, the company agreed to issue a refund of more than $9,000, covering a portion of the excessive charges billed over the past four years. While I am grateful that the company acknowledged the problem and issued a partial refund, I am deeply concerned that:

1. The overbilling went undetected for four years, suggesting a lack of transparency in WP Engine’s billing practices.

2. The refund was only provided after I personally identified and challenged the charges — it was not proactively offered.

3. Other long-term WP Engine customers are likely to be subject to the same practices without their knowledge.

I believe WP Engine’s conduct constitutes deceptive trade practices under the Texas Deceptive Trade Practices-Consumer

Protection Act (DTPA), specifically the use of misleading billing practices to extract higher fees from customers than the services rendered would warrant.

I respectfully request that the Office of the Attorney General investigate this matter and determine whether WP Engine,

Inc. has engaged in a broader pattern of deceptive billing affecting other customers. I am prepared to provide supporting documentation, including billing records, correspondence with WP Engine representatives, and confirmation of the $9,000 refund.

Thank you for your attention to this matter.

Briefly tell us the desired resolution to your complaint. Include monetary compensation if appl

icab

le:

Full refund and investigation into the company. WP Engine hosts tens of thousands of websites, on an automatic rebill

basis. It is reasonable to presume that this overbilling issue is much more widespread than just our account.

Fi

les Uploaded:

WP-engine-fraud-1.jpg

Acknowledgement & Signature

I understand that the Attorney General

opinions:

true

is not my personal attorney and is prohibited by law from

giving

me legal advice or

I understand that this complaint and the information I have provided are records open to the pub

l

ic under Texas law:

true

The statements in my complaint are true and accurate to the best of my knowledge:

true

Signature:

Zachary C. Urbina

Success! You have successfully filed your complaint with the Office of the Texas Attorney General. You will receive an automated email containing your complaint number. Please keep this email for your records and be sure to check your spam folders if you do not see it in your inbox.