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I am dealing with the same guy(s), under another name: http://www.webbusiness.biz - same owners (AimHigh Inc, (Dr.) Vincent S Hamm et al), same crappy service!
Mine is also a case of a domain that I acquired via Snapnames and am now trying to transfer out. But I'm experiencing the same unresponsiveness, same spiel, etc. ... I have already reported them to ICANN (for what it's worth) and will do whatever it (legally) takes to get the domain transferred out.
IMHO these crappy "registrars" do not have a right of existence - just because they paid the fee to ICANN does not entitle them to domain hijacking, bad/no service, overpriced renewals, etc. And, for this very reason, I have stopped using Snapnames too.
It is an issue with SNAP using shitty 3rd rate registrars to dump your names into.
I have lost a few names this way as well. They used to use countless directi resellers.
Snap names is the culprit here as they more than likely get a kickback or fee from each participant to be used.
No way should they be dumping names into a reseller account of anyone.
It is perhaps a matter of pennies difference from using a legitimate registrar.