1 & 1 Internet, Inc

[redacted], On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with being charged for the PHP Extended Support feature. Please understand that this unfortunate situation was not intentional. The PHP 5.4 feature was...

originally included for free within your Starter hosting package. At this time, it is now outdated, and is no longer supported by 1&1 Internet Inc. under your hosting package. There should have been email notifications sent out prior to any invoice(s) being generated, informing you that if the PHP version within your account had not been updated, a quarterly bill would then be charged for the upkeep of a feature that is no longer supported by our system. We apologize for any potential oversight that had occurred here.   That being said, our records indicate that your referenced issue occurred last year, it was only associated with 1 invoice that had been charged in the amount of $21.57 back on 5/23/16, and the refund of $21.57 was then processed on 6/1/16.  This refund was submitted back to the same [redacted] account that the charge had been debited from, which was: [redacted].   In order to assist you further, we will issue an additional refund in the amount of $21.57 to the current payment method on file, which is the [redacted] of: [redacted]. Please allow 3-5 business days for a refund of $21.57 to be processed. You may receive an email from [redacted] asking you to accept this refund before it is physically processed.   Moving forward, if you require any additional assistance, please feel free to contact us here in the [redacted] via email to: [email protected]. Once more, we apologize for any inconvenience that has been caused here.   Thank you.   David M[redacted]

Dear [redacted], (Customer ID # [redacted],
[redacted], [redacted], [redacted],
and [redacted]),
I sincerely apologize for any inconvenience that has
occurred here
I have investigated the referenced issue regarding the
accounts having been terminated by our Fraud Team, and was provided with additional
informationAside from the accounts that you have referenced through this
complaint, you have attempted to order/activate many other accounts that were
flagged for suspicious/fraudulent activityReasons for this include the following:
-Differing payment details between multiple accounts
-Contact information such as email addresses based in China
provided for accounts with physical mailing addresses based in Canada
-Fake business names provided for accounts set up as "Business"
accounts
-P.O.I(Proof Of Identification) not submitted for previous
orders/accounts when instructed that the order would not be activated without
this documentation being provided by the customer
Due to the high volume of attempted orders that were
associated with the criteria listed above, the Fraud Team made the executive
decision to cancel any active accounts
That being said, in order to assist you, we will refund all
charges associated with the referenced accounts, to the payment method listed
on file for each oneListed below, you will see each of the domain names and
the Customer ID # they were associated with, how much you paid for the initial
month registration under the promotion offered at that time, and the [redacted]
which will receive the refundPlease allow 3-business days for the refund to
be processedAlong with that, you will see the Authorization Code for each
domain name, which you will need in order to transfer them to the company of
your choice
Customer ID # [redacted] - [redacted].com / [redacted].com - $ Authorization Code: [redacted]
Customer ID # [redacted]
- [redacted].com / [redacted].com
- $0.99 Authorization Code: [redacted]
Customer ID # [redacted] - [redacted].com / [redacted].com - $0.99 Authorization Code: [redacted]
Customer ID # [redacted] - [redacted].com / [redacted].com - $0.18 Authorization Code: [redacted]>
Customer ID # [redacted] - [redacted].com / [redacted].com - $0.18 Authorization Code: [redacted]
Once you are ready, simply contact the provider in which you
want to move them to, and initiate the transfers from their sideAfterwards,
we will be able to release the domains via a transfer to that other registrar
The process of transferring a domain can last between 3-days, which we do not
have the ability to expedite, as it is ICANN policy that can cause this waiting
timeIf you require additional assistance with transferring your domains away,
please contact our Tech Team by phone at: ###-###-####.Now that we have covered this particular matter, please
understand that we do not send out or sell any of our customer's personal
informationHowever, 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 was set to public registration, instead of private
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M[redacted]
Customer Care
1&Internet Inc
http://www

[redacted] On behalf of 1&1 Internet, 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 associated with your account.   Regarding our conversation today, in order to properly rebuild your website through our Website Building Consultants, you will need a MyWebsite Plus package to have the...

functionality that is required.  Since you prefer monthly billing, your invoice would be $19.99 per month for this feature, instead of the $8.99 per month that is currently being paid for the Unlimited package.  To assist you with this matter, we will apply a 35% lifetime discount to the MyWebsite Plus package, so that your monthly invoice will be generated in the amount of $12.99.  Once you have received your monthly invoice, please contact our Billing Team by phone at: ###-###-####, or via email to: [redacted], and ask them to apply the $4.00 credit associated with Case ID #[redacted], so that you only end up paying the original cost of $8.99 per month for your service.   Aside from that, we are also going to waive the standard $499.00 website set up fee, and provide the first 3 months of hosting for free.   Per your request, we will move forward with adding the MyWebsite Plus package to your account in order to begin rebuilding your website.   Thank you for your time and patience regarding this case.   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. 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

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with being charged for the [redacted] Extended Support feature. Please understand that this unfortunate situation was not intentional. Regarding our conversation today (1/30/17), the [redacted] 5.2 feature was...

originally included for free within your Beginner hosting package. At this time, it is now outdated, and is no longer supported by 1&1 Internet Inc. under your hosting package. There should have been email notifications sent out prior to any invoice(s) being generated, informing you that if the [redacted] version within your account was not updated, a quarterly bill would then be charged for the upkeep of a feature that is no longer supported by our system. We apologize for any potential oversight that has occurred here. In order to assist you, we are refunding all invoices which had been charged for the [redacted] Extended Support feature. Please allow 3-5 business days for a total refund of $111.33 to be processed to the credit card ending in “[redacted]”. Once more, we apologize for any inconvenience that has been caused here. Thank you. David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

Dear [redacted]Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with your account. In regard to our conversation today (6/8/16), this email confirms that the balance of $33.92 has been pulled and waived from [redacted], and that this has not, and will not, affect...

your credit. Per your request, we are removing the hosting functionality from your account, so that the only service active are the registrations of the domain names: [redacted].com, [redacted].com, [redacted].com, [redacted].com, and [redacted].com. These domain names will renew annually on the 13th of November, unless you no longer require them and request their cancellation prior to that date. At any time, please feel free to contact us here in the Solutions Team to: [email protected], and we will be more than happy to assist you with any features that you no longer wish to have. 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] [redacted] I sincerely apologize for any inconvenience associated with your account and the domain name: [redacted]   Regarding this matter, I see that you were contacted by one of my colleagues here in the Solutions Team earlier today (9/21/16)...

via social media. Unfortunately, just as they had referenced, this domain name is no longer active since it had been canceled back on 7/6/16.   Our records indicate that the domain: [redacted] had renewed on 7/2/16, and you then contacted us on 7/3/16 stating that you did not wish to renew the domain. An agent responded to you on 7/6/16 confirming that the cancellation of the domain had been processed, along with issuing a refund of $14.99 for the recent renewal. They also advised you to respond to that email within 24 hours if you changed your mind and wanted to revoke the cancellation. Since no further correspondence was received, the domain cancellation was finalized.   At this time, due to how long it has been since the domain was canceled, it cannot be reactivated or repurchased until it finishes going through the end of [redacted] Redemption Process. The domain will be available again shortly for purchase through any and all providers, and it is at that time that you would be able to regain access and ownership of it. Due to [redacted] rules and regulations, there is no way around this, and you will have to check the availability of the domain with the provider of your choice until it is confirmed that it can be purchased again. 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 the charge against your credit card.   Regarding this particular matter and our conversation from earlier today (1/5/17), I am truly sorry for the time spent in order to receive a new credit card from your financial...

institution, and then updating your online accounts. However, I was glad to hear that they have already reimbursed you the $29.99 charge.   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.   At this time, the account in question has been canceled due to its fraudulent nature. Moving forward, regardless of your previous credit card having been canceled, no further attempted charges will take place, since this fraudulent account has been terminated.   That being said, we are also forwarding a case to our Quality Assurance Team regarding how this case had been handled by the previous agent you dealt with.   Once more, we apologize for any inconvenience that has occurred, and hope that this helps alleviate any frustration or anguish that had 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. Regarding the voicemail that I left you today (2/21/17), our records indicate that the domain name: [redacted].com had been canceled, but the Unlimited hosting package,...

which is a separate entity had remained active, and caused you to be charged for another 12 month term. In order to assist you, we are processing the complete cancellation of this account, and are refunding both invoices which had been charged this year. Please allow 3-5 business days for a total refund of $91.33 to be received. Moving forward, you will no longer be billed or invoiced again for these canceled services.    Once more, we apologize for any inconvenience that has been caused here. Thank you. David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with this account. Please understand that this unfortunate situation was not caused on purpose, and we are taking the appropriate steps to resolve it. Regarding the voicemail that I left you today...

(2/14/17), when you had called in to confirm the cancellation of your account, our Cancellation Team was closed for the evening, so you spoke with our Tech Team. Due to our company policies, the Tech Team agents are not permitted to cancel an account that has been active for an extended amount of time. Since your VPS package (Contract ID # [redacted]) has been active since April of 2012, the Cancellation Team would be required to confirm the deactivation of that service. That being said, the agent you spoke with should have offered to submit a call back case to the Cancellation Team for you, so that they could reach out to you, and process your request. At the very least, they should have been able to provide you with a supervisor at the time of your call. It is for these reasons, that we are submitting a case to our Quality Assurance Team in order to pull and monitor the call in question, and take any necessary steps to help avoid you, or any other customers from feeling that they had received any unsatisfactory assistance. We take this kind of customer feedback very seriously, and will take the appropriate disciplinary/training actions on our side. Aside from that, per your request we are canceling your account, and in order to assist you further, we are refunding the last payment that had been processed in the amount of $58.99. Please allow 3-5 business days for this refund to be received.  Moving forward, you will no longer be billed or invoiced again 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

[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 the referenced domain order
Regarding this matter, it was previously brought to the attention of our Legal
Team when you had initially contacted our Board of DirectorsAfter conferring
with our Legal Team, I have been advised to inform you that they will continue
to handle your case, and contact you within the week to discuss what can or
cannot be offered under the circumstances of this unfortunate situation
At this time, there is nothing further that can be done here
within the Solutions Team, as the Legal Team is the highest form of customer
escalation for the amount of compensation you are looking to obtain
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
i[redacted]nvenience associated with your account
According to our records, this account has been active since 8/22/Our
domain renewal system has been the same, and has not changed during the length
of time you have been a customerAt the inception of this account, you agreed
to the General Terms and Conditions for activation of services with our company,
located within was information pertaining to all domain names being set to
automatic renewal, unless otherwise canceled, or by changing the Auto-Renewal
feature to "Off" within the 1&Control Panel of your account, prior to the
annual renewal dateAlong with that, we send domain renewal notifications at
60, 45, and days preceding the domain renewal(s), in order to provide you
with ample time to cancel, or turn off the auto-renewal, for any domain names
that you are no longer interested in
Per your request, I have compiled a comprehensive list of
all services/features/domain renewals that currently have a balance dueThis
list is in the format of a Microsoft Word document, and contains information
such as the Contract ID number, Invoice number, date generated (for invoices),
the balance owed (per contract), whether there is a late fee added within the
balance given, whether the contract and balance in question are with our
Collections Team, and the type of service and/or domain(s) associated with each
contract as wellThis Word document has been emailed to the address on file
of: [redacted].com
Regarding some of the other concerns mentioned, we do not
sell any of your personal informationWe have had previous correspondence with
you in which we explained that the Whois information listed within their
database for all of the domain names registered under your name is set to
publicWith this being the case, any person or company that takes a look at
this worldwide database will see your information such as phone number, email
address, mailing address, etcAs the domain owner, it is your responsibility
to make the appropriate changes, such as changing the domain information to
private, if you do not want it easily accessible onlineWe had previously advised
you of how these changes could be made
Also, all credit card information contained within your
1&account is safe and encryptedIf this was not the case, we would not
be in businessUnfortunately, our billing system does not work with prepaid credit
cards, as there is typically not a personal name associated with them, and they
do not usually allow reoccurring payments, which is how our payments for
services rendered are set up
When it comes to account ownership, we do have business and
personal account statusesAny account listed as a "Business" one because there
is a company name associated with it, is just to dictate the level of assistance
that we can provide for a non account holder, since there is more of a chance
that multiple people would be using it, as opposed to a personal accountIn
other words, it gives more permissionsHowever, if at any time there is an
outstanding balance owed, that eventually gets handed to our Collections Team
([redacted] or [redacted]), it would be the responsibility of the physical person
listed as the account holder to resolve the matterFor the record, any balance(s)
handed to collections from us, is not reported to any Credit Reporting Agency,
so your credit score would not be affected by the balanceAlong with that,
every account has an email address listed which is used for any and all
notifications that are sent outYou can change this email address at any time
Currently, the email address on file is: [redacted].com,
which was mentioned above as wellDue to this, you are receiving our
notifications to a personal email address, because you do not have a company/corporate
based email address listed under the contact information within this account
On the topic of your domain names, if at any time you wish
to transfer them to another provider, you can do so regardless of the payment
status on your account, as they are your domains, and we simply hold them for
youIn order to do so, you would need the Auth Codes which our Tech Team can
help provide you with (###-###-####), and you would initiate the transfer
from the other provider/registrar of your choice
That being said, we would like to help you with the overall
balance of $2,018.99, which you will see under the Word document that I have
sentAt this time, we are willing to reverse all invoices from August 2015,
each in the amount of $14.99, which comes to a total of: $On top of
that, we would also pull all balances from collections, and make them payable
to 1&again, while waiving all late fees of $18.95, that are associated
with those balances, which comes to a total of $Overall, we would waive
$1,of your total balance of $2,018.99, giving you a new balance of
$We feel that this offer is more than generous, and are trying to work
with you since you are a long time customer
Moving forward, aside from turning off the auto-renewal
feature in your Control Panel for domain names you no longer want, we would
suggest you contact the Cancellation Team, and immediately cancel any unwanted
domains to avoid any further issuesThey can be reached by phone at:
###-###-####
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] [redacted],
I sincerely apologize for any
inconvenience associated with this account
Regarding the voicemail that I left today (9/29/16), 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 Prior
to the renewal, email notifications are typically sent out in order to give the
customer ample time to cancel their service if it is no longer requiredHowever,
as I had mentioned, in your particular case there seems to have been an error,
as there are no records of these automatic notifications having been sent outDue
to this, you were not able to attempt a cancellation until after the service
had been renewed for another month term
That being said, if the payment of $had declined, and
the balance was eventually sent to our Collections Team, your credit score
would not have been affected, as they do not report the balances to any credit bureaus
In order to assist you, we have completely canceled this account, and are
refunding you the charge of $83.88.
Please allow 3-business days for this refund to be processed
Moving forward, you will no longer be billed or invoiced
again for these canceled services
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M[redacted]
Customer Care
1&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.  Although I am still waiting for the charge to drop off. 
Regards,
[redacted]

Dear [redacted] [redacted]
I sincerely apologize for any
inconvenience associated with the cancellation of this account
Regarding your complaint, for the security of our customers
we do not cancel accounts via email. This is done to ensure that a
Non-Account Holder cannot maliciously cancel services that do not belong to
them. You had requested to cancel this account via email, and were advised
that for these reasons, you could cancel online or call in to our Cancellation
Team that is open from am to pm (EST), days a weekSince you had
experienced issues when attempting to cancel online, but informed us that you
would not be calling in, we offered you another form of cancellation which was
filling out a cancellation formOnce again, this was for your security, and to
confirm that the request to close the account was being submitted by the
account holder, since you would not call in to verify a security question and
cancel the account
That being said, the previous information that I provided to
you through this complaint was in fact correctYou had filed this complaint
with the Revdex.com on 9/24/15, however, we did not physically receive this complaint
information from the Revdex.com until 9/28/By that time, this account had already
been canceled by a Cancellation Team supervisor on 9/25/15, with your refund of
$having been processed back to the credit card ending in "[redacted]" on the
same day that we were notified of this matter, 9/28/
At this time, there is nothing further that can be provided,
since this account has been canceled, and the refund has been issued back to
you
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M[redacted]
Customer Care
1&Internet Inc
http://www.1and1.com

Dear [redacted]
(Customer ID # [redacted]),
I sincerely
apologize for any inconvenience associated with the transfer of your domain to
another provider
Due to the
current status of the domain name: [redacted].info, even though it can be
transferred to another provider, the Auth Code is not showing up in your
Control PanelFor your records, the Auth Code is: [redacted]
As previously mentioned, The WHOIS database already shows the change of your contact email ([redacted]com), so you can take the Auth Code, initiate a transfer with GoDaddy, and the transfer request email will reach you at the correct email addressAt this time, the domain is already unlocked and ready for transfer
If you need any further assistance regarding transferring
this domain name away from 1&Internet, please contact us here in the
Solutions Team 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.1and1.com

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with your account. In an attempt to avoid these types of unfortunate situations, we typically send out renewal notifications via email prior to the physical renewal date having been reached. It...

is possible that depending on your email settings these notifications may have gone to your Spam folder, as I would not be able to explain why no emails would have been sent regarding this matter ahead of time. Per your request, this email confirms that your account has been completely canceled, and we are waiving the balance of $83.88. Moving forward, you will no longer be billed or invoiced for any of these canceled services. I have also contacted my internal Accounting Team to make sure that they do not pursue the disputed charge through [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

[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]