1 & 1 Internet, Inc

[redacted] On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with your billing concerns, and the domain in question having been canceled.   Unfortunately, our billing system does not work very well with pre-paid...

debit cards, as sometimes the charge is processed, and other times it is not, just as you had encountered. A lot of times this is associated with our system being set up to receive reoccurring automatic withdrawals for the provided services. This is a process that we do not have any control over within the Customer Service departments.   Our records indicate that you have already been contacted by some of my colleagues here in the Solutions Team, in order to resolve this unfortunate situation. I see that they have confirmed with you, that the domain name: ubbneveragain.com has been completely restored under your account, free of charge.   That being said, per your request we have canceled the [redacted] feature that you are not utilizing. Looking back into the history of your account, there had been 6 attempted payments of $21.57 for that feature, 3 of them were previously reversed, which cleared the associated balance, and the other 3 had been successfully processed. In order to assist you with this, we are refunding the 3 charges that had been received. Please allow 3-5 business days for a refund of $64.71 to be processed.       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]

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with this account. Please understand that this unfortunate situation was not intentional. Regarding the voicemail that I left you today (2/14/17), 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. Typically, our system sends out automated email notifications at 60, 45, and 30 days prior to all domain renewals, so that the customer has ample time to cancel any unwanted feature(s). Unfortunately, after researching your account, we were able to find that there was a system error which caused the automated emails not to be sent out. Due to this, you were then invoiced for a service that you no longer wanted, and the balance was eventually handed to our Collections Team. Please note, that any balances handed over to them, do not affect your credit score, as they do not report to any credit bureaus. In order to assist you further, we are pulling and waiving the balance of $34.12 from our Collections Team, along with processing the cancellation of this account. 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

[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]

[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: Despite what that email says, my account is still locked. I am happy with the solution proposed if it were to actually be implemented. I just want to use the domain that I paid for, that is all. If they could separate that domain from the contract, I would be able to use it.
Regards,
[redacted]

Dear [redacted] (Customer ID
#[redacted]),
I sincerely apologize for any
inconvenience that has been caused here
In regard to the contact made to you by my colleagues here
in the Solutions Team, we have confirmed that the domain name: [redacted].com is
resolving to your web hosting provider correctly at this time
Due to any inconvenience caused, we are refunding your
initial invoicePlease allow 3-business days for a refund of $to be
processed to the payment method on fileAlong with that, we have added a
credit of $to your account so that your domain registration is covered
free of charge in After this is said and done, you will have received the
first years of this particular domain registration at no cost to you
Once more, we apologize for any inconvenience that you have
experienced
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 your account. Regarding the email that my colleague John here in the Solutions Team sent you earlier today (7/25/16), this account has been canceled, and the balance of $83.88 is being waived. ...

Moving forward, you will no longer be billed or invoiced for any of these canceled services, and your personal information is currently being deleted, which also explains why you no longer had access to the 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]), On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with downtime for your websites and emails, resulting from the cancellation of your domain names. My colleague Patrick here in the Solutions Team...

has been assisting you with this matter for the last couple of days. As he has discussed with you, we are currently in the process of transferring close to 30 domain names, from the canceled account (Customer ID # [redacted]), over into this active one (Customer ID #[redacted]). I see that you both were able to come to an agreement, regarding only charging you for half the cost of the transfer fees, that are associated with moving the domains between accounts. Patrick will continue to be in contact with you for any updates in the progress of these actions being completed. If any additional assistance is required, please feel free to contact us here in the Solutions Team by phone at: [redacted], 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 your account. Regarding the voicemail that I left, per your request, I have issued the cancellation of this account. Along with that, we are refunding you the most recent June invoice in the...

amount of $24.99. Please allow 3-5 business days for this refund to be processed to the credit card ending in “[redacted]”. That being said, there are no locks or restrictions on this account which would keep you from transferring the domain [redacted] away from 1&1 Internet Inc. To transfer it, you will just simply need to contact the provider in which you want to move it to, and initiate the transfer from their side. Once this has started, we will be able to release the domain via a transfer to that other registrar. The process of transferring a domain can last between 3-5 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. Please note, that any emails or other information associated with the domains will need to be backed up on your side so that they remain available to you after any transfers take place.For your records, listed below is the authorization code that you will also need in order to transfer your domain [redacted].com - authorization code: [redacted] If you end up requiring additional assistance with transferring your domain away, please contact our Tech Team by phone at: ###-###-####. 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 notification from our Collections Team. 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 (3/24/17), we have deemed this account as fraudulent, issued an immediate cancellation, and are in the process of clearing the outstanding balance of $ 102.83. 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

[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 your account. Unfortunately, I can confirm that a number of customers had recently experienced a “Billing Bug” in our system. It was 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”. Our records indicate that one of the previous agents you had dealt with has canceled the domain names in question, along with Contract ID #[redacted] per your request. Aside from that, we are already in the process of reversing invoice #[redacted] in the amount of $299.80, in order to clear that outstanding balance, as we had never physically debited that payment from you. That being said, moving forward the only active features left under your account are the domain names: [redacted].com, [redacted].com, and [redacted].com. They are set to renew on 10/7/16. 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

[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.  Unfortunately, it took, as promised, 7-10 days for them to get back money it took them an instant to take away that they had no right to take in the first place.  While I accept this response, I will move my business away from this terrible company and will advise everyone I know to avoid them.  They have earned every single 1-star rating they have on the web.  With the large number of dissatisfied people who have rejected their responses, I have no idea how they keep an "A" rating on the Revdex.com website. 
Regards,
[redacted]

Dear [redacted],
I sincerely apologize for any
inconvenience associated with the claims to active services
Regarding this particular matter
and the voicemail that I left today (12/20/16), what you are explaining here
sounds like fraudulent activity against
you, in the way that your credit
card/personal information had been compromisedWe 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
Please understand that we can certainly sympathize with you,
in knowing that this is an upsetting, and unfortunate situationWe 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 websitesIt 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
After investigating this issue further, we have not been
able to find any account associated with your name, or the name of Joseph
Wilburn, the street address, or the email address that was providedThis means
that whoever has obtained your credit card information is using it within an
account under their name, or someone else's
Unfortunately, due to this, the only way that we would be
able to find the account associated with the referenced charge of $152.17, is
by searching our database with the number of the credit card that received the
unauthorized chargeBy doing so, we would be able to track down the charge,
and find the account in question
If you would like to have us investigate this matter
further, please contact us here in the Solutions Team by phone at:
###-###-####, or via email to: [redacted]
Once more, we apologize for any
inconvenience that has occurred, and hope that we can help alleviate any
frustration or anguish that had been caused here
Thank you
David M[redacted]
Customer Care
1&Internet Inc
http://www.1and1.com

[redacted]
[redacted]
[redacted]
[redacted]Hello, I have received a refund via facebook but cannot update my response to reflect this. Complaint ID: [redacted]

[redacted] On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with your account.   Unfortunately, when a transfer takes place, the domain completely leaves our system, and is managed at the new provider where...

the domain is registered. If a customer prefers to utilize our services (hosting package) after transferring away, the domain must then be added back into our system as a DNS point (external domain), in order to use 1&1's hosting in conjunction with the domain registration at your new provider. I apologize if this is an action which does not typically take place through other providers, or if the explanation of what would occur was not properly described you, prior to the requested domain transfer being processed.     Our records indicate that the website associated with the domain name: [redacted] is currently back up and running, and the forwarding email addresses have been recreated.      Along with that, the information regarding this unfortunate situation that you have provided through this complaint, is being submitted to our System Administrators in order to help facilitate changes that will help make our features and services more user friendly.   That being said, due to the inconvenience that you have experienced, we have applied 12 free months of hosting to your account. This means that you will not be invoiced for the hosting portion of your account again until 11/27/18, since it had already been paid up until 11/27/17. 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]

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with your account.   In order to assist you with this unfortunate situation, we have unlocked your account.  This means that the domain names: [redacted].com, [redacted].net,...

and [redacted].org are active, and back up and running. Along with that, per your request we have canceled the domain names: [redacted].org, and [redacted].org, and are dropping the Chargeback from our side. You will no longer be required to send in the Chargeback Form, and pay the disputed balance of $59.96. That being said, moving forward you will only be invoiced for the annual renewals of the domains: [redacted].com, [redacted].net, and [redacted].org. 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 billing of your account. Regarding the voicemail that I left, the ownership of this account had never been changed to that of another person, which is why you received the notifications. Per...

your request, we have canceled this account which included the domain names: [redacted].[redacted], and [redacted].[redacted], and we are waiving the balance of $29.98. That being said, moving forward you will no longer be billed or invoiced for this canceled service. 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 billing and cancellation of your account.   Regarding the voicemail that I left, per your request, this email confirms that your account has been canceled, and that we are submitting a...

refund in the amount of $83.88 to the credit card ending in “[redacted]”. Please allow 3-5 business days for this refund to be processed.   That being said, moving forward you will no longer be billed or invoiced for this canceled service. 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.   In order to assist you with this unfortunate situation, per your request, I have set this account to be canceled immediately. Due to the inconvenience that has occurred, I...

am refunding you the one invoice that had been charged while this account had been active. Please allow 3-5 business days for a refund in the amount of $11.88 to be processed.   That being said, please understand that we do not send out or sell any of our customer’s personal information. However, it is possible for information such as email addresses and phone numbers to be seen publicly under ICANN’s WhoIS records, as your domain contact information for: english-in-action.com had been set to public registration, instead of private. Prior to the cancellation that I processed for this account, I changed your domain contact information to private registration, in an attempt to avoid any further unwanted contact.   Moving forward, you will no longer be billed or invoiced for this canceled service.   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], I sincerely apologize for any inconvenience associated with your credit card having been compromised. Regarding the voicemail that I left, when a new account is first set up, there is a test charge either in the amount of $1.00, or the amount of the first invoice that would...

be generated for the services that have been requested. Anytime a credit card is entered into our system, the test charge is applied to: 1) inform our system there is a valid payment method being offered for any service that may in fact be activated and charged afterwards, or 2) so that if this is a fraudulent attempt by someone other than yourself, you see it within your bank/credit card records so that it can be remedied quickly. However, regardless of if this test charge is or is not noticed, we still cannot stop everyone, all of the time, from setting up an account if they have enough information in order to do so. It is very unfortunate, but it happens on a daily basis with many companies that offer services online. Along with that, I will see if our Quality Assurance Team can find and monitor your call, in order to take the appropriate actions with any agents that may have been unprofessional towards you. 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] 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