1 & 1 Internet, Inc

Dear [redacted] (Customer ID #
[redacted]),
I sincerely apologize for any inconvenience associated with
your account
Per your request, we are pulling and waiving the overall
balance of $from our Collections TeamUnfortunately, even though the
domain name: [redacted].com had been paid for in the amount of $on 8/3/15,
the outstanding balance associated with the domains: [redacted].com, [redacted].com,
and [redacted].com, from an invoice dated 10/29/locked all domains within
Contract ID #[redacted]This is an automated process within
our system, that locks any and all features associated with any contract under
an account that has an outstanding balance lasting longer than days
Regarding this balance being cleared, please allow 2-
business days for the billing flag to be removed from your accountAfterwards,
there will be no locks or restrictions on your account which would keep you
from transferring your domain names away, you will just simply need to contact
the provider in which you want to move them to, and initiate the transfers from
their sideSince all domain registrars are competitors of one another, we
cannot assist you with finding or selecting a new domain providerAs you are
the sole owner of these domains, this decision would rest entirely with youOnce
the transfers have started, we will be able to release the domains via a
transfer to that other registrarThe act of transferring a domain can last
between 3-days, which is a process that we do not have the ability to
expedite, as it is ICANN policy that can cause this waiting time
For your records, listed below are the authorization codes that you will
also need in order to transfer your domains
[redacted].com - authorization code: [redacted].com - authorization
code: [redacted].com - authorization code: [redacted].com - authorization code:
:[redacted].com - authorization code: [redacted]
Any additional assistance with transferring your domain
names away, before or after the billing lock is lifted, can be handled through
our Tech TeamThey can be contacted by phone at: ###-###-####
When transferring your domains away to another provider, 1&
Internet Incis not responsible for any fees that are required for the
registration to be movedHowever, the new registrar will honor the remaining
time that you have under each individual domainIn your case, the domain: [redacted].com
is still registered in your name up until 7/28/16, so any charge by the new registrar
would occur sooner than later, as they would then add an additional year in
your name up until 7/28/This essentially means that you are not being
charged any extra, as you would be charged for that same 2016-registration
if you were to keep the domain name with usIn this particular case, since we are
waiving the balance associated with the registrations of: [redacted].com, [redacted].com,
and [redacted].com, you have them in your name and covered free of charge up
until 10/16/Aside from those domains, [redacted].com is currently covered until
9/18/
That being said, I deeply regret that you were not able to
utilize our Cloud Server, as these types of services are not always sufficient,
depending upon the needs of the customer using it
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M[redacted]
Customer Care
1&Internet Inc
http://www

[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]
Hello [redacted],Thank you for the response and your attempt to resolve the issue, but 1and1 does it again; credits and rejects the refund. The main issue may be with when you bill, it is a mystery. 1and1 may send invoices, but they don't list an official date of billing, which causes issues. They also stop the ability to cancel a domain for several days before and after the billing period, so when I get the invoice saying its within several days of billing I cannot cancel.That is beside the point; the main issue is having a credit that was applied for a canceled domain taken for another domain that a sister company of 1and1 is currently selling on another site. A credit was applied to my account (I have the invoice and screenshots) but never sent to my [redacted] account and now shows "Debit failed" for some reason that is not disclosed on the 1and1 website. I hope 1and1 is willing to resolve this issue, I am in serious doubt.
Regards,
[redacted]

Dear [redacted] (Customer ID #
[redacted]),
I sincerely apologize for any inconvenience associated with
the transfer of your domain to another provider
As one of my Solutions Team colleagues had explained, the
domain name: castleofgames.com had been charged for $because it had
renewed on 4/29/15, while still being actively registered to you through
1&InternetWe send email notifications at 60, 45, and days prior to
any and all domain renewals in order to give our customers ample time in which
to cancel or transfer domains to another provider
Our records indicate that the transfer of this domain has
not been initiated through or by any other registrar, which is why [redacted]
is still registered under this 1&Internet account
There are no locks or restrictions on your account which
would keep you from transferring your domain name away, you just simply need to
contact the provider in which you want to move it to, and initiate the transfer
from their sideAfterwards, we will be able to release the domain via a
transfer to that other registrarThe process of transferring a domain can last
between 3-daysUnfortunately, we do not have the ability to expedite this
process, as it is [redacted] policy that can cause this waiting time
That being said, we are refunding you the most recent charge
of $Please allow 3-business days for this to be processedAlso, we
will not pursue or dispute any Chargeback that is received from your bank or
financial institution
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 your account. Please understand that this unfortunate situation was not intentional, and we are doing everything necessary to resolve it. Regarding the voicemail that I left you earlier today...

(1/27/17), this email confirms that the Virus Scanner feature had already been canceled, and the immediate cancellation of the unwanted List Local feature has been processed. The balance of $119.88 associated with the List Local feature is being waived, and at this time, your domain name: [redacted].com along with everything else under your account is active, and fully accessible. In order to assist you further with this matter, I have also applied 6 free months of hosting under your Unlimited hosting package. This means that the hosting portion of your account will be covered up until 5/4/18 without any additional charges. Please note, that you will still be invoiced for the annual renewal of the domains: [redacted].com, and [redacted].com. Moving forward, if you require any additional assistance, please feel free to contact us here in the Solutions Team by phone at: ###-###-####, or via email to: [email protected]. 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

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with the claims to active services. Regarding this particular matter and the voicemail that I left you today (11/3/16), what you are explaining here sounds like fraudulent activity against you, in...

the way that your credit card/personal information had been compromised. We 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], [redacted], etc. After investigating this issue further, we have deemed this account as fraudulent, and have issued an immediate cancellation. Along with that, we are waiving the balance of $44.97, and you will not be contacted regarding this again. Moving forward, there will be no further problems in reference to you being billed or invoiced by 1&1 Internet Inc. since this account has been canceled due to its fraudulent nature. 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

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with your account. Regarding the voicemail that I left you today (6/10/16), this confirms that your domain name: [redacted].net has been reactivated, and is currently accessible within the Control...

Panel of your 1&1 account. Due to the inconvenience, the $40.00 Redemption Fee has been waived, as well as the 2016-2017 registration fee. This means that the domain name is currently registered in your name, free of charge up until 5/10/17. 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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:
1and1 lies to me,  I registered my domain privately from 1and1 and paid for privacy but 1and1 OR 1and1 employee sold customer information to the 3rd party, and 3rd party.I can give only 1 solution/favor to 1and1 that do register new domain for me [redacted].com as a private registration for 5 years, no cost to me, you will pay for it.I already spend over $3000 on marketing which I will need to spend again. [redacted].com wiill not use untill its expired. that's what is cheap resolved option ($64)  which I gave to 1and1, other wise I knows which door need to be knock to resolve this solution. new domain [redacted] email to me; [redacted].org Dear [redacted], Thank you for submitting a Whois Format complaint concerning the domain name [redacted].com. [redacted] has reviewed and closed your complaint because: - The registry operator's Whois output was in the required format at the time the complaint was received. - [redacted] does not have contractual authority to address any customer-service related matters that fall outside of the Registrar Accreditation Agreement (RAA). Complaints about a registrar's performance that cannot be resolved with a registrar may be addressed by private-sector agencies involved in addressing customer complaints (e.g., the Revdex.com at http://www.Revdex.com.org/  or the International Consumer Protection and Enforcement Network http://www.icpen.org/ ). If you believe your complaint concerns an illegal matter, please contact the appropriate law enforcement agency (which will vary depending on jurisdiction) or you may consult an attorney for legal advice. Jan 18to me  .com must be register as a private on my name.  read 
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]), On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience that has been caused here. Please understand that this unfortunate situation was not caused intentionally. Our records indicate that per your request, this second...

account was already canceled on 4/8/17. Currently, we are in the process of having the balance of $51.82 completely pulled and waived from our Collections Team. Please disregard any physical notification that you may receive about this balance being owed to our Collections Team, as it usually takes 2-3 business days for the balances to be cleared off of their side. That being said, you will no longer be billed or invoiced again for these canceled services.    Moving forward, if you require any additional assistance, please feel free to contact us here in the Solutions Team via email to: [email protected]. 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

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with your account. Unfortunately, I can confirm that a number of customers have recently experienced a “Billing Bug” in our system. It is affecting customers by generating invoices for domain...

renewals even if the domain(s) in question had already been canceled, transferred to another provider, or had the renewal status set to “Off”. In order to assist you, we have reversed invoice # [redacted], in the amount of $74.95. If this payment is physically debited from your [redacted], it will be automatically refunded without any further action being required from your side.  The refunds typically take 3-5 business days to be processed. That being said, we are actively working with our System Administrators to reach a resolution for this as soon as possible.  Please feel free to contact us via email to: [email protected], should you experience this issue again, and we will be more than happy to help you further. 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:On May 9, 2016, I was charged by 1and1.com in the amount of $19.94 and I was PROMISED by Nino (Case #[redacted]), that I would receive a refund for the late fee!  I was told that Nino HAD to charge my credit card the late fee BUT she said I would get a refund once she puts the request in!1and1.com responded to my complaint and said they would issue me a refund and on May 12, 2016, I received a refund for $0.99.  THAT IS THE ONLY REFUND I HAVE RECEIVED!!!I am requesting 1and1.com to fulfill their promise to refund me!  Please refund the remainder $18.95
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),  On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with the claims to active services. Please understand that we can certainly sympathize with you, in knowing that this is an upsetting, and...

unfortunate situation. We as a company are also hurt and inconvenienced by fraudulent accounts being set up, as our main focus is to provide excellent customer service and products to those customers that trust us with their domains and websites. It is for this reason that we are constantly striving to update our verification processes, in order to stop fraudulent charges and accounts before they happen, or are set up. Regarding the voicemail that I left you today (5/3/17), this email confirms that per your request, this account has been canceled, and the balance of $6.99 is being cleared off of the account. This has not, and will not affect your credit score. Moving forward, you will no longer be billed or invoiced again under this account, as all services have been canceled.    Once more, we apologize for any inconvenience that has occurred, and hope that this helps alleviate any frustration or anguish that has been caused here. Thank you. David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

Dear [redacted] (Customer ID: [redacted]),   On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience that has been caused here.   Regarding the voicemail that I left today (1/19/18), there was an error within our billing system that kept the previously referenced refund of $93.93 from being successfully processed back to your payment method.   This refund will be submitted back to the same [redacted] account that the charges had been debited from, which was: [redacted]. Please allow 3-5 business days for this refund to be received. I will personally watch this account to make sure that the refund processes correctly this time.   Moving forward, if you require any additional assistance, please feel free to contact us here in the Solutions Team via email to: [redacted].   Once more, we apologize for any inconvenience that has been caused here.   Thank you.   Sincerely, David M[redacted] Solutions Manager 1&1 Internet Inc.

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with the cancellation of this account, and the disputed charges. Regarding our conversation from earlier today (1/18/17), this email confirms that we are clearing the outstanding balance of $251.75...

that is associated with the disputed charges of $221.78, and $29.97. In order to assist you with this matter, since you have only received the refund of $221.78 so far, I will issue the additional refund of $29.97, once the balance has been cleared from under this account. As referenced, I will follow up with you regarding the refund once it has been processed. Moving forward, you will no longer be billed or invoiced for any service under this canceled account. 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

Dear [redacted] (Customer ID # [redacted]),  I sincerely apologize for any inconvenience associated with the claims to active services, and receiving a declined payment notification. Please understand that we can certainly sympathize with you, in knowing that this is an upsetting, and...

unfortunate situation. We as a company are also hurt and inconvenienced by fraudulent accounts being set up, as our main focus is to provide excellent customer service and products to those customers that trust us with their domains and websites. It is for this reason that we are constantly striving to update our verification processes, in order to stop fraudulent charges and accounts before they happen, or are set up. Regarding the voicemail that I left you today (4/5/17), we have deemed this account as fraudulent, issued an immediate cancellation, and are in the process of clearing the outstanding balance of $ 19.99. This email states for your records, that this has not, and will not affect your credit score. Moving forward, there will be no further charge attempts, or outstanding balances due, as this account has been canceled due to its fraudulent nature.   Once more, we apologize for any inconvenience that has occurred, and hope that this helps alleviate any frustration or anguish that has been caused here. Thank you. David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

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 your account. Regarding our conversation from earlier today (7/15/16), the refund of $44.97 has not yet been processed because we had to first clear the balance of $794.47 from under the account. Now that this balance has been cleared, we are issuing the referenced refund in the amount of $44.97. From this point forward, please allow 3-5 business days for the refund to be received. Moving forward, you will no longer be billed or invoiced for any of 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

Dear [redacted], We are more than happy to look into this matter for you, however, there was not enough information provided for us to properly research and assist you. In regard to the problem that you have brought to the attention of the Revdex.com, please send the account number or name that is...

listed as the account holder in reply. Once we have received that info, we can find the account in question, and we can begin to work on a resolution to this unfortunate situation. 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

Dear [redacted] (Customer ID:
[redacted]),
I sincerely apologize for any inconvenience associated with
this account, and the balance being sent to collections
In order to assist you with this matter, we are removing your account from
collections[redacted] will remove you from any list that they have, and
this has not, and will not, affect your credit. As well, we are wiping
clean the outstanding balance of $71.33, that you have with either [redacted] or
1&Internet Inc
Regarding
notifications being sent to you about the issue that had occurred, our records
indicate that multiple emails were sent to the address of: [redacted].comThese were sent in
August and September of 2014, advising you to update your expired credit card
information so that the payment for the upcoming invoice would be properly processed
After the declined payment attempt for the invoice that generated on 9/25/14,
you should have received notifications that informed you of the declined
attemptDepending on your email settings, you may have missed notifications if
they were filtered into your Spam Folderdays after the declined attempt,
the account was locked, and then the balance was later handed over to our
Collections Team on 12/2/Even though your account was locked, and the
payment was due to our Collections Team, we still renewed your domain names for
an additional year in 2015, free of chargeThis was done in order to keep you
from easily losing your domainsDue to the outstanding balance, the account
was then canceled on 6/25/
Unfortunately, [redacted].com and [redacted].com,
were not able to renew under this canceled account here in At this
time, due to the current status of the domain names being in the Redemption
Period, there is no physical way to transfer them to another provider, until
they are first redeemed in your name through 1&Internet IncIn order to
do this, we must open a new contract under this canceled account, for the
domains to then be reactivated under. Due to the billing issue that had
occurred under this account before the cancellation took place, we would
need to update the payment method on file in order to physically process the
reactivation. I understand that you may be hesitant about this, however,
it is a system limitation that I cannot bypassI can assure you though, and it
is now documented within this email, that we would not be charging you for any
of these services, as I will apply a credit to the new contract, if it is
opened, so that the 2016-registration/reactivation fees are covered free
of charge. Once the domain names would be reactivated, you could then
begin the process of transferring them to the provider of your choiceThat
being said, please understand that if you do not follow these instructions, the
only way for you to regain the domain names would be to wait for them to finish
going through the ICANN regulated Redemption Period which in total can last
between 60-days
Please feel free to contact me for further assistance via
email at: [email protected]
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M[redacted]
Customer Care
1&Internet Inc
http://www

[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 the inconvenience that is being caused by this ongoing issue. Regarding our last conversation that occurred on 3/1/17, as discussed, I have been awaiting confirmation from you, on whether you will, or will not accept the offer that I extended to you, on behalf of our upper management team. As referenced, the best offer of compensation that they are able to offer would be a refund of $371.41, which is in addition to the refunds of $649.87 that I have already provided. This means that you would end up being refunded for all payments that were made under Contract ID #[redacted] (Online Store package), since the change of platform was done at the beginning of 2015. Along with the $371.41, they are willing to provide an additional refund of $1,000.00. If this offer is accepted, you would be receiving a refund in the amount of $1,371.41, which along with the previous refund of $649.87, would come to a total of $2,021.28, having been refunded to you over the course of this complaint. In order to move forward with this matter, please feel free to contact us here in the Solutions Team by phone at: ###-###-####, or via email to: [email protected]. 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