The whole incident illustrated:
1. How poor at communication your team is.
2. How broken your backend systems are
Your system clearly showed a domain as available for registration, so I attempted to do so. For over 24 hours it sat in processing - despite having successfully billed my credit card. I reached out trying to get clarification, and got no response.
The registration then was canceled, but without any explanation or contact from you. Not knowing why, I simply registered again. This second registration was then canceled. I finally was able to get in contact with someone, but they seemed more concerned with explaining why this happened than empathizing with how poor of a customer experience this is.
I understand that you cannot sell a domain that is not available. I get that. But, what I do NOT get is why your system seems to not have any idea what domains are available or not. This leaves me with zero confidence that even something as simple as renewing my existing domains will not fail for inexplicable reasons.
What I also don't understand is why your support staff is unable to communicate in both a timely and effective fashion. A canceled registration should have been accompanied by an explanation. In this case I already had an open support ticket with you for 24 hours by this point - you could have responded to that? Then, when I finally was able to get a customer "service" person on a chat, he seemed to not realize just how horrible of a user experience this whole system was. I do not have these problems with other registrars that I use, and I've owned MANY domain names over the past two decades - so it's not like I'm inexperienced in registering domains.
I will be transferring my domains away from you over the next 12 months in direct response to this CSR’s poor communication skills.