1 & 1 Internet, Inc

I was a customer ([redacted]) of 1and1 for many years and they were great in the beginning. Then last year I noticed issues with their billing and an additional charge. I called them up to have things taken care and refund me where possible. They said they would take care of it, but didn't. I called again and again getting the same promises but nothing being done other than continually charging me. They would say they did not have record of the previous call and so on. Last month I sent a complaint to Revdex.com and 1and1 responded and promised to refund a portion of my request. I agreed in compromise. I have NOT received any refund nor any type of communication from this business. It seems that the same practice of promising to the customer and not delivering continues.TranslateDesired Resolution / OutcomeDesired Resolution: RefundRefundselectDesired Outcome: 1and1 needs to have once again exemplary customer service and refund me the total amount requested explained in the FIRST Revdex.com complaint.

Dear
[redacted] (Customer ID # [redacted]),
I sincerely apologize for any inconvenience
associated with this account
I am very sorry for the way that this particular case has been handledPlease
understand that my previous correspondence to you was not a "generated email"
When I last reached out to you, the domains were up and running, before you ran
into additional issuesUnfortunately, the other issues you later experienced
had not been brought to my attention until now
Please
allow me to properly explain how this all started, as it seems that it was not accurately
described to you by previous agents that you had dealt with.
The
domain names: [redacted].org, and [redacted].com typically
renewed every year on June 17thDue to an invoice from 1/2/that
had been declined and was not resolved, the overall account was canceled due to
lack of payment on 9/5/Even though we had not received that January of
payment, as a courtesy to help you avoid losing the domain names easily, we had
renewed them for another year on 6/17/15, prior to the cancellation of the
accountAny websites and or emails that you may have had associated with these
domains through another provider would have continued to work, even though the 1&
account had been canceled, because the domains were still registered under your
name up until 6/17/Unfortunately, once the domains came up for renewal on
6/17/16, they expired instead, as they do not have the ability to physically
renew while sitting under a canceled accountOnce this expiration occurred,
you would have lost all connectivity associated with themPlease note, that upcoming
renewal information would have been sent to the email address on file at 60,
45, and days prior to the renewal dateAlong with that, all previous
payment notifications would have also been sent to the email on fileWe are not
able to determine whether the email address on file is current or outdated, as
it is the contact method that has been provided by the customer, and it is
their responsibility to keep it up to date so that these important notifications
are received
Regarding
the payment of $70.73, I apologize for what had been explained to you, as you
were given some inaccurate informationThat initial payment of $to our
Collections Team was to simply rectify the balance of $that had been due back on 1/2/15, along
with an $late feeOnce that payment was resolved, you then had the
ability to reactivate your domain names that were no longer activeSince the
domains had expired, you would be required to pay for the next year of their
registration once they were reactivatedThe ".com" registration cost is
$15.17, and the ".org" is $Once again, I apologize that you were not
properly informed of thisAny other services aside from just the domain registrations
would incur additional fees as well
That being said, once the domains
were reactivated, they went down again shortly due to a new ICANN security policy,
in which domains that have had a recent change made to them must have a "Reg C
Verification" confirmedThis is a process when a notification is sent to the
email address associated with the domain(s) that has had the recent changes
made, and the owner must confirm that they own the domain(s), and have received
the emailIf this notification is not confirmed by the owner within a certain
timeframe, ICANN will lock the domain(s)Some of our customers were
experiencing a system bug which kept the domains from processing the "Reg C
Verification" immediately, so a slight downtime was caused due to thisIn your
particular case, the domains had been reactivated and worked again, but were
then locked and went down because of the system bug
Our
records indicate that the domain names: [redacted].org, and
[redacted].com are currently active within your account, and are pointed
to the website: [redacted].churchAs previously referenced, it is ICANN
policy that holds customers to a day wait before transferring a domain to
another provider only after having purchased a brand new domain name, or
transferring a domain to a different registrarWith your domains having been
reactivated from a Redemption Period, you would be free to transfer them away
to another provider at any time should you decide to do soI see that our
Domain Administration Team reached out to you yesterday (8/16/16), and provided
you with the authorization codes so that you are able to initiate the domain
transfer from the registrar of your choice
Along
with that, the refund of $that I had promised to you when this complaint
was first filed, had been successfully processed to the credit card on file as
of 7/14/
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.   Regarding the voicemail that I left you today (5/17/16), this email confirms that your account had already been canceled on 4/20/16, however, the invoice in the amount of...

$14.99 was generated on 4/15/16. In order to assist you further with this, we are waiving the $14.99 balance.   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

[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 (5/23/17), this email confirms that we did not attempt to physically charge...

you for any canceled/transferred domain names in March of 2017. If you look back on the invoices that you received in March, you will see that it’s notated that these are credits, which are associated with the cancellation of invoices you had received for domain names back in January, prior to their cancellation, or transfer to another provider. 1&1 never received the payments associated with these domain renewal invoices in January, so through an automated system reconciliation, the invoices were reversed in order to clear the balance from under this account.   Unfortunately, there was a system error that caused one of the invoice reversal attempts not to be processed, which led to an $18.95 late fee being applied to the associated balance of $15.17. This led to a total balance of $34.12 being handed over to our Collections Team. In order to assist you with this unfortunate situation, we are pulling and waiving this balance from our Collections Team, so that this canceled account will no longer have any outstanding payment due. For your records, this has not, and will not affect your credit. Please disregard any further notification that you may receive about this balance, as it can take 3-5 business days for the removal of it to be completely processed.   Please contact us here in the Solutions Team if you require any additional assistance. 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]
[redacted]
[redacted]

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with your account. When we are clearing a balance of a certain amount, such as yours for $299.80, it can sometimes take anywhere between 24-72 hours in order for everything to be fully processed through the system. Please disregard any automatic email notifications/letters that you may have received, as we are currently working on waiving this balance. Moving forward, you will not have an outstanding debt in the amount of $299.80 under this account, and associated with Contract ID #[redacted] that has been canceled. 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

the way this was handled is down right criminal and I will continue to pursue this matter until I have been fairly compensated or you have been fairly chastised, I will continue to rate and review your company and products anywhere I have the chance.  i will make sure that your theft doesn't go unnoticed.I have received the funds that you had tried to steal from me, I have also made it clear to my bank to never process another payment to you.  i will pursue legal actions if I receive a notice from collections, like others you have pulled this same theft to.
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with the unwanted contact that you have received. 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, if your domain contact information had been set to public registration, instead of private, when it was first registered. We do not have the ability to see when a domain name’s registration is changed between public, and private, but as referenced by some of the previous agents that have contacted you, currently, your domain settings for: [redacted].com are set to private. After viewing the website: https://www.[redacted].com/, I was able to find the following information as listed below, under one of their other pages: https://www.[redacted].com/[redacted]/ . “Making a domain private with your registrar does not insure the registrant information will not be available elsewhere on the Internet. This is especially the case when privacy is initiated after registration. For more information, please refer to the terms of service of the registrar with whom your domain is registered. The Daily Whois website is a database of whois snapshots taken the day of registration. This public information is made available in accordance with ICANN policies. However, if you would like to have whois information on a specific domain removed from this website, please visit: https://www.[redacted].com/privacy “ It seems that they may have obtained your personal information on the day of the domain registration, if the domain was in fact registered as public, prior to making the transition over to private, which is done through your 1&1 Control Panel. Even though your domain is currently registered as private, this particular website may not have updated their records, which would explain why your personal information is available through that particular 3rd party, to which we have no control over. Another reason they may not have updated that information to be listed as private yet, is to cause you to pay the $11.00 charge that they reference within this link: https://www.[redacted].com/privacy/, in order to remove your personal information from their website. Once again, since this is a 3rd party, we have no control or authority over this unfortunate matter. In order to resolve this, you have 2 options, you can either contact ICANN, and file a complaint against this 3rd party since your domain name is currently listed as private, and they are still sharing your personal information, or you can make the one time payment of $11.00 to them, using the funds that we provide to you, as explained below. Please see the link below for ICANN’s contact information: https://[redacted]org/en/contact Due to the inconvenience caused here, we are refunding you the only invoice that has been generated under this account in the amount of $1.17, along with an additional refund of $25.00. This refund is yours to do what you wish, however, if you are not successful having the information removed by contacting ICANN, feel free to use this refund to cover the $11.00 charge that the 3rd party is requesting to remove your information. 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]), I sincerely apologize for any inconvenience associated with your account. Our records indicate that our internal Accounting Team that processes the late fee refunds had not received and allocated the $18.95 refund to your account as quickly as they normally do. Unfortunately, this has caused for your refund to take longer than the previously referenced time frame. At this time, the $18.95 refund is currently listed under your account, and we are in the process of physically submitting it back to the credit card ending in “5018”. Your bank or financial institution will be able to confirm it having been received at some point this week. Moving forward, if you should require any further 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 that has been caused here.   Our records indicate that the domain name: mowedev.com had previously gone down because the DNS was not properly configured originally, as the C-Name was not pointed to...

the correct sub-domain. I can confirm that the domain name: mowedev.com is resolving to your web hosting provider correctly at this time. Along with that, we can see that since you had last contacted us on 4/28/16 and addressed this matter, there has been no further interruption or downtime.   Due to the inconvenience caused, we are refunding both invoices that have been generated under your account. Please allow 3-5 business days for a refund of $7.14 to be processed to the payment method on file. Moving forward, if you require any additional assistance regarding your domain name, please contact our US based Domain Administration Team via email to: [redacted].   Once more, we apologize for any inconvenience that you have experienced.   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], I sincerely apologize for any inconvenience associated with your personal information having been compromised.   Regarding the conversation that we had today (9/27/16), this email confirms that the charge you received in the amount of $34.22 is...

in the process of being refunded. Please allow 3-5 business days for this refund to be received. After investigating this account further, it has been marked as fraudulent, and canceled, which means that no further invoices will be generated.   If you require any additional assistance, please feel free to contact us here in the Solutions Team by phone at: ###-###-####, or via email to: [redacted].   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, 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 newly registered domain names at the full cost, instead of applying the correct promotional rate. That being said, we are actively working with our System Administrators to reach a resolution for this as soon as possible.  In reference to the physical notification that you received stating there was still an outstanding balance under the account, it was sent in error. When a charge has been disputed, and we are waiving the balance, it takes longer within our system to completely clear the balance, due to the backend paperwork that needs to be processed. It is for this reason, that a notification stating there was a balance due had been sent, as we were still in the process of clearing the balance, when the outbound mailing team processed that letter which had generated within our system. Moving forward, as previously confirmed, there is no outstanding balance due under this canceled account, and you will never receive any further notices from 1&1 Internet Inc. regarding this unfortunate situation. 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, 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”. That being said, we are actively working with our System Administrators to reach a resolution for this as soon as possible.  This email confirms that the balance of $40.17 is being completely waived, and that this has not, and will not, affect your credit. Moving forward, since there is no outstanding balance due under this canceled account, you will not receive any further notices from 1&1 Internet Inc. regarding this unfortunate situation. 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, thank you. 
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience that has been caused here. For the records of this Revdex.com Complaint, please see below for a copy of the email that I had sent to you earlier today (12/6/16), regarding our attempt to resolve this case. ...

……………………………………………………………………�...⇄   Dear [redacted] (Customer ID: [redacted]),   Thank you for contacting us.   I sincerely apologize for any inconvenience that has occurred here.   Regarding the voicemail that I left, the domain names: [redacted], [redacted], and [redacted] were transferred over to the new contract (ID #[redacted]) on 11/11/16, which is the same day they were set to expire, since you had deactivated the auto-renewal feature for both of these domains on 9/5/16. There is a 10 day grace period that begins on the set expiration date (11/11/16), and this is to allow customers to reverse the expiration if they have decided to keep the domain(s) in question. That being said, the renewal of these 3 domains should have been processed with no issues, as they were accepted within the new contract when they were transferred over, which is why you were then invoiced for all 3 under invoice #[redacted].    As mentioned, I had our Domain Administration Team investigate this matter further, and they have determined that there was a system error which caused the domains: [redacted], and [redacted] to be deleted, and go into the Redemption Process at the end of the referenced grace period. For some reason, even though they had been invoiced and successfully charged, the system did not physically extend the registration for another 12 months, which caused this unfortunate situation to occur. At this time, they are currently looking into doing whatever they can to reactivate these 2 domain names for you, without charging the $40.00 Redemption Fees.   Due to the inconvenience, I am also refunding invoice #[redacted], in the amount of $62.51, so please allow 3-5 business days for this refund to be processed.   I will contact you further with any new information as it is made available to me.   If you have any further questions please do not hesitate to contact us.   Once more, I apologize for any inconvenience that has been caused by this.   Thank you.   Sincerely, David M[redacted] Solutions Manager 1&1 Internet Inc.   ……………………………………………………………………�...⇄   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 yesterday (11/9/16), 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], 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 $44.85, and you will not be contacted regarding this again. That being said, we will not fight any dispute that is received from your bank or financial institution for the refund they have provided to you. 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 Care1&1 Internet Inc. http://www.1and1.com

[redacted] On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with your account.   Regarding our conversation today (5/24/17), this email confirms that there was a 30 day free trial associated with the...

referenced Cloud Server. Our records indicate that it was activated on 3/5/17, you then called in and canceled it on 4/5/17. At that time, there was no invoice associated with the Cloud Server, as it had just reached the end of the 30 day free trial. Unfortunately, 5 days later an invoice for this service generated within the system since it had been canceled at the end of the free trial. This invoice would have been sent to the email address on file, but depending on your settings, it may have ended up in your Spam folder.   In order to assist you, we are pulling and waiving the balance of $101.30 from our Collections Team, so that this canceled contract will no longer have any outstanding payment due. For your records, this has not, and will not affect your credit.   Along with that, we are refunding the initial payment of $1.17 that was made for the 12 month registration of your domain name. This means that your domain will be covered free of charge up until 3/2/18. Please allow 3-5 business days for this refund to be processed.   If you require any additional assistance, please contact us here in the [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 that has been caused here. Regarding our conversation today (12/1/16), this email confirms that we are in the process of redeeming the domain name: [redacted]. Per your request, you will only be...

charged the annual renewal rate of $14.99 (+$0.18 ICANN Fee), and will not be held responsible for the $40.00 Redemption Fee.   We understand how frustrating a case such as this can be, since the information that had been initially provided to you was incorrect, which led to you being told that you would have to pay the additional $40.00 fee, after the $14.99 (+$0.18 ICANN Fee) renewal fee had been agreed to. Due to what had occurred, I will bring this matter 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.   As discussed earlier, the domain redemption process typically takes up to 24 hours, and you will be contacted by our Domain Administration Team once it has been reactivated under your 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. I have confirmed that the funds have been posted to my account. 
Regards,
[redacted]