1 & 1 Internet, Inc

Dear [redacted] (Customer
ID # [redacted]),
I sincerely apologize for any
inconvenience associated with this account
Listed below is a copy of the email that I had sent to you
on 2/25/regarding this matter
Dear [redacted] (Customer ID: [redacted]),
Thank you for contacting us
In regard to the voicemail that I left, this email confirms
that the domain name: [redacted].com is now active within your account
To transfer the domain, you will just simply need to contact
the provider in which you want to move it to, and initiate the transfer from
their sideOnce this has started, we will be able to release the domain via a
transfer to that other registrarThe process 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 is the authorization code
that you will also need in order to transfer your domain
[redacted].com - authorization code: [redacted]
If you have any further questions please do not hesitate to
contact us
Thank you
Sincerely,
David M[redacted]
Solutions Manager
1&Internet Inc
At this time, all requests that had been made have been
successfully processedThe domain name is active, the authorization code
required for transfer has been provided, so the domain can now be moved to the
provider of your choice, you just need to initiate the transfer from their
side
Along with that, due to the credit we had applied to this
account, the domain name was registered in your name, free of charge, up until 2/24/
That being said, since we are not the physical providers of
the hosting associated with this domain name which would allow for the website
to be viewed online, and provide the sending and receiving of emails, there is
nothing further left to be processed on the side of 1&Internet Inc
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], 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

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

Dear [redacted] (Account
Holder: [redacted] / Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the domain name: [redacted].com
As per the email notification sent to you by our Domain Administration Team on
8/17/15, this domain has been completely restored to your account under
Contract ID # [redacted]We have also applied a credit in order for this
reactivation to be processed without any additional charge to you, and are
refunding the initial $invoicePlease allow 3-business days for this
refund to be received
That being said, unfortunately, we here at 1&Internet
Incdo not personally or physically have the ability to dictate when a domain
does or does not become available for public sale againThe company
responsible for this is ICANNThey are the over governing power of all
domains, and we at 1&1, along with GoDaddy, Network Solutions, and all
other domain name registrars must abide by their rules and regulations
Regarding ICANN policies for transferring a newly ordered
domain to another provider, the owner of said domain must wait at least
daysOnce the day waiting period has passed the initial date that it had
been registered with that provider (1&Internet Inc- 7/28/15), you will
be able to transfer your domain: [redacted].com to the provider of your
choice
Referencing the cancellation of domain names and the ICANN
policy associated with it, here is what would happen if you processed an immediate
cancellationOnce a domain name has been canceled off of your account, you
have a day window in which to reactivate it, should you decide to keep it
After this day period, ICANN passes the canceled domain off to an auction
company called Dom Collect, to evaluate any potential auctioning value they
feel it may haveThis process lasts days, if it is decided that money can
be made from auctioning it off, it does not go back up for public sale, if they
do not want to auction it, then they put the domain into a day Redemption
periodWhat this means, is that the original owner of the domain, can
repurchase it with the prior company it was registered with, over the course of
the next (sometimes 35) daysOnly after this process, if the original owner
has not purchased it again, than the domain is released once more for public
sale
Due to these ICANN rules and regulations, not only would you
experience significant downtime if you decided to process an immediate
cancellation, but you would also run the risk of possibly not seeing the domain
name go back up for public sale
At this time, your domain name is safe and functional under
your name, and we appreciate your patience and time spent working with us in
order to resolve this matter for 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

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with your account, and the charges that had been processed.   Our records indicate that an agent you spoke with earlier today (12/28/16) has already reversed invoice #[redacted], in the...

amount of $239.88. In order to assist you further, I am also reversing invoice # [redacted] in the amount of $164.22, and invoice #[redacted] (from November of 2015), in the amount of $119.88. We are issuing this total refund amount of $523.98, which is more than the amount that you requested, due to the inconvenience that has occurred here. Please allow 3-5 business days for this refund to be processed, as we do not have the ability to issue the refund any faster than that.   That being said, I see that the unwanted List Local feature (Contract ID # [redacted]) has been canceled, but that our agents in the Cancellation Team had left the unwanted Online Unlimited hosting package (Contract ID # [redacted]) active in order to make sure that you back up, and recreate any necessary emails, prior to the cancellation of that particular contract. Once you are finished with any required back ups, please contact us here in the Solutions Team via email to: [redacted], and request that we process the immediate cancellation of the Online Unlimited package. Once the referenced cancellation has been done, the only active package under your account that will be invoiced is the Mail Basic package (Contract ID #[redacted]), which houses the domain names: [redacted], and [redacted].   Once more, we apologize for any inconvenience that has been caused here, and hope that this helps to alleviate any frustration that has been caused.   Thank you.   David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

From: [redacted] <[redacted]>Date: Wed, Jun 29, 2016 at 6:24 PMSubject: Adding to my ComplaintTo: [redacted]Dear Sir or Madam: Yesterday, I filed a complaint against 1and1 Internet, Inc.  Yesterday, I also canceled the automatic renewal on the acccount.  Today, they sent me this email: Customer ID: [redacted]Package ID: [redacted]Dear [redacted]We're happy that you've decided to continue enjoying your 1&1 WebHosting package. This e-mail confirms the automatic renewal of your 1&1Web Hosting package with the above-mentioned package ID.Your Hosting package will automatically be renewed on your next renewaldate for the current billing term.Please note: We will continue to use the payment and contact data youhave specified for your package. Please check if these are correct andupdate the data if necessary. To do so, simply log in to your 1&1Control Panel at https://admin.1and1.com. You will find your data under"User Settings" > "Payment settings" and "User Settings" > "Address". Thankyou for your cooperation.We wish you lots of success as you continue using 1&1's products andservices.Yours sincerely,The Web Hosting Team1&1 Internet Inc.[redacted] I can't believe the nerve of these people!  This is the most unethical company I've ever done business with.  I wish to add this incident to my complaint.  Please tell me how to do it. Thank you, [redacted]  ID [redacted]

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with your account. Our records indicate that this unfortunate situation has been handled by one of my colleagues within the Solutions Team. At this time, the referenced [redacted] Basic features have...

been completely canceled and removed from the account, and the refund in the amount of $142.56 was processed back to your bank account earlier this morning. The return/availability of the refund in question is based entirely upon the holding time/process that your bank has in place prior to making these funds available within your account. Aside from that refund, we are also in the process of refunding the last 12 month hosting invoice that had generated back on 1/1/16. You will receive this additional refund shortly, as it was submitted only 1 day after the initial refund. This means that the hosting portion of your account will be covered free of charge up until 12/31/16. That being said, I also apologize for any miscommunication that occurred when referencing the time frame in which credit/refund invoices are applied to an account.  When an agent sets an invoice reversal within the system, a credit/refund invoice will typically be automatically generated and emailed to the customer within a few hours. This is simply a confirmation of the actions that will begin processing under your account. However, if the reversal of the invoice is to clear a balance, it can take 24-48 for the account to show that there is no longer a balance, and if it is to issue a refund, the refund process will begin that night, but usually takes 3-5 business days in order to be completed, so that the money is back in your account.                                                                                                     Moving forward, should you require any additional assistance, please feel free to contact us here in the Solutions Team by 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, and the domain name: [redacted].com
Our records indicate that my colleague John in the Solutions
Team, has already contacted you regarding the billing of invoices, and to inform
you that were are clearing the entire balance due at this time under your
accountAlso, there is currently a refund of $that is being processed,
and will be added to the refund of $that is being issued for the most
recent payment that had been debited on 2/21/Please allow 3-business days
to receive a total refund in the amount of $to the credit card ending in
"[redacted]"
At this time, I see that we had successfully reactivated the
domain name: [redacted].com on 2/23/to Contract ID #[redacted]
Afterwards, you then transferred the domain away from us, as it is now
currently registered with [redacted] Inc.
That being said, per your request, we have removed the
positive review that you had submitted for the Testimonial Section of the
1&Blog under our website
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], I sincerely apologize for any inconvenience associated with the emails addressing an account that you have no affiliation with. In regard to the correspondence that you have had with my colleagues here in the Solutions Team, you will no longer be receiving any notifications...

regarding the account in question. For the record, by informing us of the issue in the first place, we were able to speak with Mike L[redacted] whose phone number was correct, and confirm with him and his bank that he recently had fraudulent activity against his credit card. Due to this, we have been able to assist you and Mr. L[redacted], in order to put a stop to this fraudulent account. Once more, we apologize for any inconvenience that has been caused here. Thank you for your time and patience regarding this matter. 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. 
[redacted]
[redacted]

[redacted] I sincerely apologize for any inconvenience associated with the attempted charges in question and claims to active services.   Regarding this particular matter and the voicemail that I left you today (10/19/16), 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].   After looking over the Case History from earlier today, I see that after you had contacted us our Security Team deemed this account as being fraudulent, and has issued an immediate cancellation. Along with that, we are pulling and waiving the balance of $39.89 from our Collections Team, and you will not be contacted regarding this again. For your records, this has not, and will not affect your credit.   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 the renewal of your domain name, and the balance
being sent to collections
Unfortunately at this time, our predominant method of contact is through email
since we are a web hosting companyThat being said, you should have received a
declined payment notice in the mail prior to it being handed to [redacted],
however, that letter would have been sent to the New York mailing address listed
under this account
According to our records, we had received a payment of
$from [redacted] on 4/28/15, regardless of that, this will not, and has
not affected your credit[redacted] does not report these cases to any
Credit Agencies, so no negative marks against your name have been incurredDue
to this inconvenience, we are refunding the total charge of $to the
credit card ending in "4440"If this credit card does not have the ability to process
this refund, please contact us by email at: [email protected]
so that we can further assist you in making sure that you receive the refund in
question
That being said, for your records, this account has been canceled
Moving forward, you will no longer be billed or invoiced for this 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

[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: Thank you for the response and the courtesy.  I do have another concern in that 1and1 representatives are not speaking to one another.  ("The left hand is not communicating with the right hand" so to speak)I received a letter response from another 1and1 representative that effectively contradicts the communication we have had with the Revdex.com.Please see attached letter dated 4-29-2016.  This letter is dated 1 day after your response via the Revdex.com.
Regards,
[redacted]

Dear [redacted] (Customer ID: [redacted]),   I sincerely apologize for any inconvenience associated with your account.   Regarding the email and voicemail that you received from me on 5/11/16, we can confirm that as of 5/10/16, our System Administrators had restored all the emails in...

question to a folder named "Restored" within your email account, free of charge.  Please feel free to verify that you have seen this, and received the emails that you required.   Along with that, due to this inconvenience I have applied a credit to your account that will cover the 2017-2018 domain registration for: torringtontagsale.com, without any additional payment being made.   Moving forward, if you should require any further assistance, please feel free to contact us here in the Solutions Team, via email to: [redacted], or by phone to: ###-###-####.   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]

Dear [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 you today (6/16/17), the previous agent that assisted you did not factor in the amount of a...

credit that was already applied to the invoice. Therefore, leading to you receiving less than the $10.00 credit you were supposed to get, which would have reduced the invoice balance to $1.17.   In order to assist you, we are refunding the charge of $3.81. Please allow 3-5 business days for this refund to be processed. Along with that, I have also applied a credit to your account, which will cover the 2018-2019 registration of the domain name: [redacted] free of charge. This means that once all is said and done, you will have received the first 2 years of this domain registration for free.   Moving forward, if you require any additional assistance, please feel free to contact us here in the Solutions Team by phone at: [redacted], or via email to: [redacted]. Once more, we apologize for any inconvenience that has been caused here.   Thank you.   David M[redacted]1&1 Internet Inc. [redacted]

Dear [redacted] (Customer ID # [redacted]), On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with this account. We are very sorry if the service that you had received from any of our agents was less than satisfactory, and if you were provided with...

misinformation. 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, for any and all customers. Regarding the voicemail that I left you today (4/27/17), our records indicate that the invoice in the amount of $26.34, for the 2 year registration of the domain name: [redacted].com, has been reversed and cleared, prior to being debited from your payment method. The reason that the invoice did not generate within a day or two of this domain being ordered, is due to when the first domain ([redacted].com) had been ordered under this account back in August of 2016. Our system is set up to provide one billing/invoicing day per month, under each contract within the account. In other words, if the new domain had been ordered under this account within a new contract, you would have been invoiced almost immediately, as that new contract would not already have a predetermined billing/invoicing date for the month. Again, we apologize for any inconvenience caused by this. At this time, since the invoice for the domain: [redacted].com has been cleared, it is currently registered in your name, free of charge up until 4/17/19. Along with that, I have added a credit to this account, that would cover the 2017-2018 registration of the domain: [redacted].com free of charge, up until 8/25/18. This of course would only work, if you decide to keep this account active through 1&1 Internet. If you instead decide to follow through with the referenced cancellation of this account, you would have to transfer your domains to another provider in order to utilize them, and avoid losing them. Anytime that a domain name is canceled immediately, can lead to a 30-45 day ICANN regulated process, that can end in your domains possibly going up for auction, or eventually being purchased by someone else if they went back up for public sale. Along with that, it is ICANN policy that holds customers to a 60 day wait, before transferring a newly registered domain to another provider. Essentially, you can either keep your domains here free of charge, up until the date outlined above, or, you can transfer them away to another provider, however, you would have to wait until 6/16/17 to transfer the domain: [redacted].com, due to the 60 Day ICANN policy. Please contact us here in the Solutions Team to inform us if you want to keep the account active, or follow through with an immediate cancellation. We can be reached 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.   Please understand, that our intentions are to do everything that we can in order to properly assist, and resolve this case for you.   Our records indicate...

that my colleague Tim, here in the Solutions Team, had reached out to you yesterday (12/14/16), as well as today (12/15/16), in an attempt to speak with you so that this unfortunate matter can be resolved. He was not able to contact you, so he left 2 voicemails, and also sent a follow up email. Due to certain functions that are active under your account for the domain names: shockingusa.com, and poweredbysolarenergy.com, that are associated with the unwanted Website Builder Extended Support features, it is imperative that we speak with you prior to issuing these requested feature cancellations. Whether you are or are not aware of it, the websites associated with both of these domain names will be shut down if we process an immediate cancellation of the Website Builder Extended Support features. If you are not interested in the websites associated with the domains, then simply confirm with us that you wish to have the unwanted features canceled, and to only keep the annual registration of both domain names. If you are no longer interested in any of the referenced services, please confirm that you wish for us to cancel the entire account, and we can do that for you as well. Please feel free to contact us here in the Solutions Team by phone at: ###-###-####, or via email to: [redacted], so that we can move forward with your desired request.   Aside from that, as previously mentioned to you through correspondence by Tim here in the Solutions Team, we have already pulled and waived the balances from collections that were associated with the Website Builder Extended Support features. Any balance that is handed over to our Collections Team, does not get reported to any credit bureau, so your credit score would not be negatively affected by this.   That being said, our records indicate that we had only physically debited your [redacted] account for 2 Website Builder Extended Support feature charges, each in the amount of $5.87, and while in the process of refunding those charges in August of this year, you issued a Chargeback. Even though the refunds did eventually process, as a sign of good faith due to the inconvenience caused here, I am issuing you a refund in the amount of $20.00. Please allow 3-5 business days for this refund to be processed to the [redacted] account of: [redacted].                                         ...⇄ Moving forward, please contact us here in the Solutions Team so that we can provide further assistance, and resolve this issue for you. 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. This is what I have been saying for more then a month, I said I don't wish to continue unless I can pay per month not per year since I am low on money.But I don't understand why there was any claim of a outstanding payment from your end if I said I don't wish to continue as soon as trial was over, you would think the support team would remove any charge right away since I told them as soon as it was over I don't wish to continue. The delay was due to me having trouble closing and cancel webpackage and forward domain somewhere else. Anyway this resolution what you mentioned should be fine. But I also don't understand why does the entire account have to be terminated if I did not purchase the web plan, and did not authorize any payment since I did not ask to continue. But your resolution is fine that I finish the term I paid for for my domain along with a little extra time as you mentioned. I would prefer account not be terminated though.
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with your account. Regarding our conversation from earlier today (7/7/16), this confirms that we are waiving the overall balance due, processing the refund of $44.97, and per your request, we are...

also canceling all domain names under this account. Please allow 3-5 business days for this 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