1 & 1 Internet, Inc

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the domain charges under your account
Regarding this matter, it is a standard practice for an
additional year to be billed and added onto the current registration of any
domain names that are transferred from a different account, or another provider
to 1&InternetI apologize if that was not properly explained or notated at
the beginning of initiating the transfers to usAlso, your invoice would
typically show the remaining time associated with the domain which had already
been paid to the previous registrar as a $charge, and then show you the
new charge for the additional year added to itIn this case, it seems that
there was an error in the way that the most recent invoice had been processed,
and the information that should have been displayed
I am very sorry if the service that you had received here or
from any of our agents was less than satisfactory, and I will bring this to the
attention of our Quality Assurance Team, so that we can hopefully avoid any
issues associated with this in the future
Due to this inconvenience, I am refunding both invoices that
you have been billed for under this accountPlease allow 3-business days for
a refund of $to be processed to the credit card ending in "[redacted]"
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M[redacted]
Customer Care
1&Internet Inc
http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with this account
In regard to our conversation this morning, this confirms that we have canceled
all of the extra features under this accountAt this time, only the Unlimited
Hosting package, and the domain name: [redacted].com have been left active
within your accountThe hosting service is billed at $per month, and the
annual registration of the domain name is included for free within your hosting
package
Due to the inconvenience that had been caused by this, we
are refunding all of the invoices which have been charged during the life of
this accountPlease allow 3-business days for a refund in the amount of
$to be processed to the [redacted] address of: [redacted].com
In order to assist you further with this matter, I have also
canceled both of the other accounts that were in your name and had not been
utilizedEach of these accounts had been charged a total of $each,
totaling in the amount of $between them
That being said, you will receive a total refund in the
amount of $between all of these accounts, within 3-business days
Once more, we apologize for any inconvenience that has been caused here
Thank you
David M[redacted]
Customer Care
1&Internet Inc
http://www

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with this account
In regard to the voicemail that I left, our records indicate that the unwanted MyWebsite
Package has already been canceled, and a refund associated with this in the
amount of $was processed on 2/15/You will be able to confirm this
refund with your bank/financial institution
In order to assist you further with this matter, I have
issued an additional refund in the amount of $239.79, which will be processed
to the credit card ending in "[redacted]" within 3-business daysOnce you have
received this refund, all payments that you had made under Contract ID #[redacted] between
February of to February of for a total amount of $291.75, will have
been returned to you
Once more, we apologize for any inconvenience that has been caused here
Thank you
David M[redacted]
Customer Care
1&Internet Inc
http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the cancellation of this account
The reason that you have been billed again is because the
initial cancellation that you had processed online in February and March of
was only for the extra Email Packages and some of the domain names
associated with the account. Due to this, the hosting package continued
to be active along with the remaining domain names
In order to assist you with this matter, we are waiving the
outstanding balance of $29.97, and have issued an immediate cancellation for
all services under your accountAlong with that, we are refunding the last
invoice that was successfully debited this past March in the amount of $Please allow 3-business days for this refund to be
processed to the credit card ending in "2002"
Moving forward, you will no longer be billed or invoiced,
since this account is no longer active
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M[redacted]
Customer Care
1&Internet Inc
http://www

[redacted]
On behalf of 1&1 Internet, please allow me to apologize for any confusion and/or inconvenience caused by reaching out to you regarding the billing for 1&1 services. As discussed over the phone, this was a system error which incorrectly...

billed you. For clarification, we have waived the balance and you will not be billed again in the future. Your account remains canceled, and I have removed your contact information so that we do not contact you moving forward unless specifically requested by you.Should you need to contact 1&1 for any reason, the Solutions Team can be contacted Mon-Fri, 8am-4pm EST at [redacted] Please feel free to ask for me by name and I would be happy to speak with you. I appreciate your patience and understanding in this matter. Thanks again for taking the time to speak with me and have a nice day.Best, Matthew P[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with your account
In regard to this matter, this account was set up with
different Basic Hosting packages on April 28th, and 29th
of Each one of those packages was paid for a year in advance, and included
a free annual domain name registrationThe domain names included were: [redacted].com,
[redacted].com, and [redacted].comAt the inception of this account, it was
also agreed to that unless first canceled, all services would renew for another
year at a time on the date that they were originally purchased
Later in the year on 11/24/14, the domain name: [redacted].net
was also purchased and placed under one of the referenced packages as a
separate charge for annual registration as well
That being said, your hosting packages renewed for another year
of service and new invoices were generated on April 30th, and May
1st The April 30th invoice was processed from your
PayPal account on 5/2/15, the same day that you then emailed in telling us not
to bill youWe had replied informing you to cancel online, or to contact our
Cancellation Team so that we could assist you with any unwanted services, as
for the security of our customers, we do not process account changes via email
Afterwards, the invoices from 5/1/declined payment, and you disputed the
payment of $for the 4/30/invoiceOur Cancellation Team also attempted
to call you due to the emails that were received, but the phone number on file does
not workDue to declined payments outstanding within our system for 30+ days,
and the Chargeback that was issued, all services under the account were locked
In order to assist you with this unfortunate situation, we are
clearing all open balances, and will drop the Chargeback in order for you to
have complete access to your domain names
At this time, if you wish to transfer any domains that you
still own to another provider, this is an action that you as the domain owner
would have to initiate from the domain registrar of your choice, while they are
still registered under your nameOnce the transfers have been completed, if
you do not wish to call our Cancellation Team (###-###-####), please send an
email to: [email protected], and we will
honor your request to cancel the hosting packages so that you are not invoiced again
in
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M[redacted]
Customer Care
1&Internet Inc
http://www

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the attempted charges in question and claims to
active services
In regard to this particular matter, what you are explaining
here sounds like fraudulent activity against you, in the way that your credit
card/personal information had been compromisedI have seen similar situations
such as this with our company, along with many others. Through the credit
card/personal information being obtained elsewhere by a hacker or whoever/however
it may have been, online orders and accounts are then placed with 1&1,
[redacted], etc
After investigating this matter further, I can confirm that
the service had been canceled due to fraudulent activity back on 10/14/
Along with that, we are waiving the outstanding balance of $from under
this account
Moving forward, there will be no further problems in
reference to you being billed by 1&Internet since this account has been
canceled for fraudulent activity
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M[redacted]
Customer Care
1&Internet Inc
http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has occurred with the invoice which had generated for the
domains: [redacted].com, and [redacted].net
Unfortunately, we are currently experiencing a "Billing Bug"
in our system, that is affecting a certain number of customers by generating
invoices for domain renewals after the domain(s) in question has already been
canceled or has expired
My records indicate that one of my colleagues within the
Cancellation Team has already reversed invoice #[redacted] ($29.98) in order to
clear the balance of $from under your account for these canceled domain
names
Moving forward, there will no longer be an outstanding
balance due for the canceled domain names: [redacted].com, and [redacted].net
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M[redacted]
Customer Care
1&Internet Inc
http://www

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with this account
In regard to the voicemail that I left, our records indicate that your online
cancellation attempt had not been activated in order to finalize the process
To assist you further with this matter, I have canceled this
unwanted account, and we are waiving the balance of $
Moving forward, you will no longer be billed or invoiced
under this canceled account
Once more, we apologize for any inconvenience that has been caused here
Thank you
David M[redacted]
Customer Care
1&Internet Inc
http://www

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with the cancellation of this account, and the balance being sent to collections.   Regarding this matter, all services ordered by our customers automatically renew unless physically...

canceled by the customer. Prior to the renewal, email notifications are sent out in order to give the customer ample time to cancel their service if it is no longer required. In order to assist you further, we are removing this account from collections. [redacted] Alliance will remove you from any list that they have, and this will not, and has not, affected your credit.  As well, we are wiping clean the outstanding balance that you have with either [redacted] or 1&1 Internet.  No more money will be owed on this account, and you will no longer be required to contact [redacted] or 1&1 Internet regarding this unfortunate situation. That being said, for your records, this account has been canceled. Moving forward, you will no longer be billed or invoiced for these services. Once more, we apologize for any inconvenience that has been caused here.  Thank you. David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I received a call yesterday from Dave however my domain name and email are not back in operational order, it still states to contact domcollect to buy the domain. Until this is resolved I will continue to file complaints everywhere I can. I provided my credit card number and all information requested, I have done my part, and been patient. I am quickly losing patience. I would like my website and email back online today. 
Regards,
[redacted]

[redacted] On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with your account.   Please note that when this account had been ordered back on 2/3/16, it was notated that all hosting services and domain names...

would automatically renew, unless the auto-renewal feature was turned off, or the domain/hosting was physically canceled by the customer, prior to its renewal date.  Preceding the renewal, email notifications are sent out in order to give the customer ample time to cancel their service if it is no longer required. Along with that, once the services have renewed, an invoice is also sent to inform you of the charge that will occur shortly.   [redacted], your [redacted] hosting package is a service that was set to renew annually every February 3rd, and therefore had already been automatically renewed for an additional 12 months, prior to your turning off the auto-renewal feature on 3/8/17. Due to this, unless you were to contact us and request an immediate cancellation, the services under this account would carry through to the expiration of their current 12 month cycles, which means the services would not expire/cancel until 2018. It is for this reason, that you had been charged in the amount of $15.17 for a domain renewal, on an invoice which generated on 4/6/17. The confirmation email that was sent to you regarding your auto-renewal feature having been turned off, states that the referenced features were set to be canceled at the end of their current cycles, in 2018.   1&1 cannot be held responsible for any fees applied by your bank or financial institution, for valid charges as you were invoiced for a service that was still active. Typically, these types of fees are usually waived or refunded by the bank or financial institution, if the original charge that caused those fees is refunded by the company that debited that said payment. In order to assist you, we are refunding that $15.17 payment, please allow 3-5 business days for that to be processed. During this time, we would suggest contacting the appropriate parties to see if the referenced fees can now be reversed or refunded.   That being said, since the applicable charge of $15.17 has been successfully processed, there was no outstanding balance sent to a Collection Agency. Rest assured that 1&1 under no circumstances ever reports collection efforts to any Credit Bureau, meaning that even if a balance under your account had been sent to collections, your credit score could not be affected.   1&1 has issued an immediate cancellation of this account per your request. You will no longer be billed or invoiced for any features under this canceled account. Once more, we apologize for any inconvenience that has been caused here.   Thank you.   David M[redacted]
[redacted]
[redacted]
[redacted]

[redacted] On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with being invoiced for a domain name, after the cancellation of the account was processed.   Regarding our conversation today (5/9/17), the domain...

name[redacted] had renewed on 3/22/17, the account was canceled on 4/6/17, and the invoice was then generated on 4/10/17. When you had contacted us on 4/12/17 to have the invoice reversed, the agent that you dealt with, did in fact submit the requested reversal within the system, but an error occurred, which led to the charge being processed.   In order to assist you with this unfortunate situation, we are clearing the $14.04 balance associated with the Chargeback, and refunding you a total amount of $41.09. Please allow 3-5 business days for this refund to be processed.   Moving forward, you will no longer be billed or invoiced again under this account, since all services have been canceled.       Please contact us here in the Solutions Team if you require any additional assistance. We can be reached by phone at: [redacted] Once more, we apologize for any inconvenience that has been caused here.   Thank you.   David M[redacted]
[redacted]
[redacted]
[redacted]

It's nice that they finally closed the account and refunded the last month's fee. However, it is very bad business to force a customer to make multiple phone calls (including waiting on hold, getting disconnected, etc.), and report the behavior to the Revdex.com, just to close an account. But it appears that this is the norm for 1&1. Everyone I spoke to seemed to think that this was business as usual, and none of them even apologized for the inconvenience - even after they broke promises to me. Only after I reported it to you did I receive any kind of apology. Which leads me to conclude that this is their normal practice, and they think the customer should just accept it.

[redacted] On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with your account.   Regarding the voicemail that I left today (5/16/17), this email confirms that this account had been canceled due to non-payment....

Our records indicate that no change was made to the services under your account, because you did not contact us via email, or by phone, from December 4th of 2015, to February 28th of 2017. Since you had not contacted us for over a year, we had no way of knowing that you wanted to remove the hosting portion of your account, and only keep the domain name. Prior to the contact that we received from you on 2/28/17, our [redacted] called and emailed you on 2/7/17, informing you of the upcoming cancellation for the domain name: [redacted]
After investigating this matter further, we have found that the last physical payment we had received under this account was on 9/12/16. Due to this, and not being aware of your wanting to have the hosting portion of your account removed, since we had not been contacted by you for over a year, we will not be able to refund a whole year of service to you. In order to assist you, we are willing to pull and waive all balances from our Collections Team for this account. Afterwards, if you update the payment method with us, we can set up a new package to reactivate the domain name: [redacted] free of charge, and will also refund the previous 6 payments that we had successfully debited. This would result in a total refund of $143.91.   I have sent additional information regarding this matter to your personal email address. Please contact us here in the Solutions Team if you require any additional assistance. We can be reached by phone at: [redacted] Once more, we apologize for any inconvenience that has been caused here. Thank you. David M[redacted]
[redacted]
[redacted]
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the cancellation and refund of this account
We see that you filed this Revdex.com Complaint on 11/24/15, however, we just received
it yesterday (12/3/15)
The case history under your account shows that this matter
had been handled by my colleagues on the Solutions TeamOur records indicate
that this account had been canceled on 11/25/15, and the refund of the only
invoice under this account was submitted that same dayPlease keep in mind,
that when we submit a refund, the bank or financial institution associated with
the credit card on file will not see it instantaneously, as the refund process
takes 3-business daysIn this case, the refund in the amount of $
physically left our side on 11/30/At that point, the availability of the
refund in question is based entirely upon the holding time/process that your
bank or financial institution has in place prior to making these funds
available within your account.
Regarding the billing of the service that had been initially
ordered, there was no unethical practice committedThe domain name and hosting
package that were activated had been ordered through an external IP address,
not with a Customer Service Representative on our Sales TeamThis means that
the services which were billed under your account had been selected and agreed
to by you, the customerAt the time your order was placed, there was a day
free trial, which you received as the account was activated on 10/17/15, and
your first invoice did not generate until 11/20/Along with that, you are
correct in stating that you agreed to the price of $per month being listed
for the MyWebsite Basic package, however, that was a promotion only offered to
you by accepting to sign up for a month planDue to that, the invoice you
received was billed for a total of $as it was for a month term in
advance, at $per monthBy visiting the 1&Internet website, you will
see that if you select the monthly billing option for that package, you will be
billed in the amount of $per month, and will not receive the $per
month promotionWhen checking out, it is notated what you have selected, the
amount due at the time of the order, (in your case $0.00), and the amount of
the first invoice that will be charged to the payment methodThis information
must be accepted in order to move on, and activate your order
I apologize if you feel that you had not been properly made
aware of what you were signing up for, as it is not our intention or desire to
deceive any new or existing customers
Aside from that, I have submitted a case internally within
our company to have you added to our Do Not Contact list to avoid any further
communication
That being said, for your records, this account has been
canceled, and your refund of $has been processedMoving forward, you
will no longer be billed or invoiced for any service
Once more, we apologize for any inconvenience that has been caused here
Thank you
David M[redacted]
Customer Care
1&Internet Inc
http://www

Dear [redacted] (Customer ID #
[redacted]),
I sincerely apologize for any
inconvenience that has been caused here
In regard to this particular matter, I see that a supervisor
within the MyWebsite Team has informed you that this issue has been escalated
to our System AdministratorsThey are working on finding a resolution to the
problem you are experiencing through your service as soon as possibleI have
also made sure to update the ticket that was submitted to our administrators,
so that they know this needs to be expedited if at all possible since you have
filed this complaintAs you have already been advised, our agents on the MyWebsite
Team will keep you updated on any new developments as they are made available
Due to this inconvenience, I am issuing free months of
hosting to your MyWebsite ContractWith those free months being applied on top
of the refund issued for invoice #[redacted], the hosting portion of Contract ID #[redacted] will be covered free of charge up until 4/12/
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M[redacted]
Customer Care
1&Internet Inc
http://www.1and1.com

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with this account. Please understand that this unfortunate situation was not intentional. I had attempted to call you, but the phone number on file is out of service. Regarding this particular...

matter, please note that when this account had been ordered, it was notated that all hosting services and domain names would automatically renew, unless the auto-renewal feature was turned off, or the domain/hosting was physically canceled by the customer. For your records, you will receive confirmation emails, referencing the actions that you have requested when the auto-renewal feature is turned off for domain names. Aside from that, this case should have been handled differently by the first agent that you had spoken with on 1/9/17. Our records indicate that you had contacted us on that day, to cancel the account, since you had received a declined payment notification, and it was still active. With the complete cancellation of the account being processed, they should have also cleared the balance of $32.34, that was associated with the unwanted service. I apologize that this was not handled correctly the first time, which led to additional payment notifications, and this complaint. Please note that we are in the process of no longer submitting outstanding balances to our Collections Team, and that any balances handed over to them, did not affect the associated customer’s credit score, as they do not report to any credit bureaus. If this complaint had not been filed, the balance would have eventually ended up being automatically cleared off of this canceled account. In order to assist you further, we are waiving the balance $32.34, and submitting cases to our Quality Assurance Team in order to pull and monitor the calls in question, and take any necessary steps to help avoid you, or any other customers from feeling that they had received any unsatisfactory assistance. We take this kind of customer feedback very seriously, and will take the appropriate disciplinary/training actions on our side. Moving forward, you will no longer be billed or invoiced again for these canceled services.    Once more, we apologize for any inconvenience that has been caused here. Thank you. David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

Problem: 1and 1 have sent me an invoice for a expired domainDesired Outcome: Invoice Date: 08/08/2016 Customer ID: [redacted] Contract: [redacted] Invoice: [redacted] I need the above invoice to be deleted.Translate