1 & 1 Internet, Inc

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] [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 claims to active services. Regarding this particular matter and the voicemail that I left you today (11/2/16), what you are explaining here sounds like fraudulent activity against you, in...

the way that your credit card/personal information had been compromised. We have seen similar situations such as this with our company, along with many others. Through the credit card/personal information being obtained elsewhere by a hacker or whoever/however it may have been, online orders and accounts are then placed with 1&1, [redacted], [redacted], etc. After investigating this issue further, I found that the reason you personally had not been charged for these services under your name, is that someone else’s credit card is associated with the account. At this time, we have deemed this account as fraudulent, and have issued an immediate cancellation. Along with that, we are waiving the balance of $20.92 and you will not be contacted regarding this again. Moving forward, there will be no further problems in reference to you being billed or invoiced by 1&1 Internet Inc. since this account has been canceled due to its fraudulent nature. Once more, we apologize for any inconvenience that has been caused here. Thank you. David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

Dear [redacted] [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]

[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]
You are 100% incorrect.  This incompetence even at the highest level of billing support is just not tolerated by me.Invoice ID:  Undisclosed - Will provide if needed. Here is the information of the charge that went through.Date:        Feb 1, 2016Time:        01:17:18 CSTStatus:        Completed  Item amount:        $14.99 USDSales Tax:        $0.00 USDShipping:        $0.00 USDHandling:        $0.00 USDQuantity:        1There you go.. proof of the transaction. I also have every call recorded and all transaction information and will continue to pursue this, even if it's only 14.99. It's the principal of the matter.
 Complaint: [redacted]
I am rejecting this response because: the business response was 100% false, and not even remotely regarding the claim that I made.

[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 but only IF I receive some type of documentation proving that they are actually leaving these fees. I need some type of documentation for my files to ensure that this will not happen again.  
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with your account. Regarding the email that my colleague Pat here in the Solutions Team sent you yesterday (7/17/16), this account has been canceled, and the balance of $133.85 has been waived. ...

Moving forward, you will no longer be billed or invoiced for any of these canceled services. Once more, we apologize for any inconvenience that has been caused here. Thank you. David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

Dear [redacted] (Customer
ID #
[redacted]),
I sincerely apologize for any
inconvenience associated with the cancellation of this account, and the balance
being sent to collections
According to our records, this account had been canceled back on 7/21/There
are no longer any active services
In order to assist you with this matter, we are removing
your account from collections[redacted] Canada will remove you from any list that
they have, and this will not, and has not, affected your credit. As well,
we are wiping clean the outstanding balance that you have with either [redacted] or
1&Internet. No more money will be owed on this account and you will
no longer be required to contact [redacted] or 1&Internet regarding this
unfortunate situation
That being said, for your records, as stated this account had
been canceledMoving 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

Revdex.com:
Home
I
will accept the offered resolution from 1and1, with certain stipulations &
conditions1) I
refute 1andirrational excuses for the way I was treated and the true issues
surrounding their policies and proceduresThey should refrain from
misrepresenting for PR purpose
a)
Their accounting team does not handle wire transfers exclusively. The agents I had spoken with were able
to communicate with the accounting division and managers while I was asked to
hold. The only factor that
deterred a swift resolve with customer service was the managers and accountant
dismissal of my concern and refusal to investigate the wire transfer.
POOR COMMUNICATION, INTERNALLY & EXTERNALLY AND
LACK OF CARE FOR CUSTOMERS IS THE PROBLEMOnce the payment/wire was physically
"received", even if it takes 2-weeks for my actual account to be credited, 1AND
KNOWS THE PAYMENT WAS RECEIVED AND IS ENROUTE TO BE POSTED TO MY ACCOUNTThat information should be privy to their agents
1ANDshould be absolutely ashamed to be publicly
stating that in 2016, an era of ecommerce and technology, it could take them
weeks or more to process a basic wire transfer1andis in the business of
helping people get "online" i.eget with the times
while they are lagging???
Unacceptable. The extortionist
measures taken are rather very lowI am upset that I had to go through all
this, to prove I paid my bill
ACCEPTANCE:
I
accept the credit for the $unwarranted hosting fee, along with the
additional $credit to the basic windows hosting package to offset until
1andrectify the problem i.ePLEASE STOP BILLING ME FOR A HOSTING SERVICE
THAT I DO NOT HAVEEmailing [email protected] is futile, so I will
make my cancellation request here1andPlease cancel the hosting that is
connected with [redacted].com and all the connected domainsI do NOT wish to
cancel any of the domains, just the hostingI will also accept the additional credit
of $between Contract ID # [redacted] and Contract ID # [redacted], which
will be used towards future domain renewals, with the understanding that this
credit is separate and apart from the payment that I wired
My
Sincere thanks to Revdex.com for mediating
and thanks to 1andin the end for
acknowledging my payment and that they've put me through undue stress and is
willing to give me some credits as a small token of compensation
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] [redacted]
I sincerely apologize for any
inconvenience associated with your account
Our records indicate that the referenced List
Local features
have been completely canceled and removed from the account, all website services
have been unlocked, and the remaining refund in the amount of $had been
processed back on 9/2/
Moving forward, anything associated with the dispute has
been fully dropped from our side, so no ongoing issues will be experienced
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

From: [redacted]Date: Tue, Dec 15, 2015 at 9:45 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[redacted]>Update on the complain: The business has...

issued a refund for my domain fees and has also finally reestablished my access to my web domains. It appears that me telling them of my complaint to the Revdex.com is what was needed to get them to finally resolve this issue. Thank you for the work that you do. So far no disciplinary action against the agents who lied and misrepresented but I doubt they would inform me of that anyway. Thanks,[redacted].

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with this account, and the balance being sent to collections.   Please understand that we can certainly sympathize with you, in knowing that this is an upsetting situation, and apologize for any...

issue that may have occurred when you attempted to contact us.   Regarding the voicemail that I left earlier today (12/29/16), this email confirms that per your request, your entire account has been canceled. In order to assist you further, we are pulling and waiving the account balance of $102.83 from our Collections Team. You are being removed from any list that they have, and this has not, and will not affect your credit score, as they do not report to any credit bureaus.   Moving forward, you will no longer be billed or invoiced for any services under this canceled account.   Once more, we apologize for any inconvenience that has been caused here.   Thank you.   David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]), On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with being invoiced for another 12 month hosting term. Regarding the voicemail that I left today (4/18/17), our records indicate that the domain name:...

[redacted].com was set to “Off” under the auto-renewal feature, however, the Unlimited hosting package, which is a separate entity had remained active, and caused you to be invoiced for another 12 month term. The case history shows that you spoke with our Cancellation Team on 4/16/17, and that per your request, the account was canceled, and the balance of $83.88 was completely cleared, as we never successfully debited that payment. Moving forward, you will no longer be billed or invoiced again under this account, as all services have been canceled. Once more, we apologize for any inconvenience that has 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].   I have responded to the request for more information as of today July 21st at 3:00pm.  The terms are acceptable if the memory issue can be explained satisfactory to me. 
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 (11/30/16), 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 been caused here. I attempted to call you and leave a voicemail regarding this unfortunate situation, however, I was cut off. Please allow me to explain what has happened, and what we are doing to resolve this matter for you. The previous hosting package that you had, included 1 free domain registration on an annual basis, for the lifetime of that particular contract. At this time, all new hosting packages only include 1 domain registration for the first 12 months, and afterwards the domain in question is then charged annually for its renewal. This information is available within the ordering section of our website at 1and1.com. I apologize if this information was not properly provided to you, and we have forward a case to our Quality Assurance Team to reaffirm this process with our Customer Service Agents for future reference. Currently, we are experiencing a system bug that caused you to be billed for another 12 months of the domain name: bestestimate.com, when you were invoiced for the 36 month term under your new Unlimited Hosting package. Please note, that the annual renewal date of this domain is in fact 12/25/16, as it had been originally created on 12/25/1999, and would not change unless it is canceled, and then purchased again at a later date. This renewal date can also be found within the WhoIs database that is provided by ICANN.  Associated with that system bug, is also an issue which shows the Unlimited package as being under a 12 month term within the Product Line of your invoice, however, you will notice that the Basic Fee shown indicates that the charge of $143.64 ($3.99 per month promotion) does in fact cover the 36 month time frame of 11/21/2016 - 11/21/2019. I can assure you, that you would not be subject to another invoice for your hosting package until 11/21/19.  That being said, our records indicate that you had been charged in the amount of $154.81 on 11/25/16, which was for the 36 month hosting ($143.64), and the domain name error ($11.17). The $11.17 charge was then refunded from our side on 11/28/16. Due to the inconvenience that has occurred here, we are refunding you the additional charge of $143.64, and applying credits to your account to cover the annual domain renewal through 2019. This means that your current hosting package will be covered free of charge up until 11/21/19, and the domain registration will be covered up until 12/25/19.  Please allow 3-5 business days for this refund to be received. It is my sincerest hope, that the actions being taken here today, help alleviate any frustration and anguish that may have been caused by this. If you have any further questions please do not hesitate to contact us. Once more, we apologize for any inconvenience that has been caused here. 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 that has been caused here
In regard to the voicemail that I left, if you ever run into
an issue such as this again, our Tech Team is always available to assist. They can be reached by phone at:
###-###-####
After investigating this matter, it was found that the domain
name did not resolve correctly since: [redacted].com was attempting to
redirect to the sub domain: www.[redacted].comThis caused a redirect loop,
and an error in connecting every time that you tried to bring up the website
The sub domain has since been deleted, and the domain: [redacted].com
redirects properly now without timing out or receiving an error message
That being said, 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 fileThis means that the Unlimited
hosting portion of your account will not be billed again until 8/5/
If there is any additional
assistance that you require through this complaint, please contact me via email
at: [email protected]
Once more, we apologize for any inconvenience that you have
experienced
David M[redacted]
Customer Care
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 your account. 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 its renewal date.  Preceding the renewal, email notifications are sent out in order to give the customer ample time to cancel their service if it is no longer required. In order to assist you with this unfortunate situation, we are pulling and waiving all balances that are with our Collections Team, so that this account will no longer have any outstanding payments due. Rest assured that 1&1 under no circumstances ever reports collection efforts to any Credit Bureau, meaning that when a balance under your account is sent to our Collections Team, your credit score is not affected. 1&1 has issued an immediate cancellation of this account per your request. You will no longer be billed or invoiced for any service under this canceled account. Once more, we apologize for any inconvenience that has been caused here. Thank you. David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

Dear [redacted] (Customer ID #[redacted]), I sincerely apologize for any inconvenience associated with this account, and the balance being sent to collections.   Our records indicate that this account had been set up on 3/10/16, and was then physically charged on 3/16/16 in the amount of $19.98,...

which would have been for the initial set up, plus first month of service under the Virtual Private Server that you ordered. Without contacting us, you then disputed the $19.98 charge, on that same day (3/16/16). Due to this, you did not have access to the VPS, as your account was immediately locked down. By disputing this charge, you would have been refunded by PayPal, as the initial payment was taken away from us. This then caused the balance of $19.98 to remain under the account, and eventually incur an $18.95 late fee.   That being said, we have no record of being contacted by you under this account via email or over the phone until yesterday (9/6/16). During your conversation with an agent, they had informed you that the account had been canceled due to lack of payment, since the first payment had been disputed, and sat unresolved for an extended amount of time.   In order to assist you, we are pulling and waiving the balance of $38.93 from our Collections Team. [redacted] will remove you from any list that they have, and this has not, and will not affect your credit.   Moving forward, you will no longer be contacted regarding making any further payment under this canceled account.   Once more, we apologize for any inconvenience that has been caused here.   Thank you.   David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

Dear [redacted]Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with your account. Please understand that this unfortunate situation was not caused intentionally. Regarding our conversation today (4/4/17), the domain names had remained active under your account, per your request, from when I initially handled this complaint in June of 2016. Referenced within my response to you back then, was that we had removed the hosting portion of your service, and left only the domains, which would renew annually on the 13th of November, unless you canceled them prior to that date. Since the domain names were still active, they renewed on 11/13/16, and you were then physically charged in the amount of $75.85 on 12/14/16. Our records indicate that you submitted an online cancellation for these 5 domain names on 2/3/17, prior to the Chargeback of $75.85 being received on our side on 2/8/17. Due to the cancellation attempt having occurred after the renewal of the domains, 1&1 Internet reapplied the previous balance, after the Chargeback had been fully processed. As discussed, this balance was not handed over to our Collections Team, but if it had been, your credit score would not have been affected, as they do not report these balances to any credit bureaus. In order to assist you, per your request, I have issued the immediate cancellation of this account, and we are clearing the $75.85 balance associated with the Chargeback. Moving forward, you will no longer be billed or invoiced for any services under this canceled account. If you should require any additional assistance, please feel free to contact us here in the Solutions Team via email to: [email protected]. Once more, we apologize for any inconvenience that has been caused here. Thank you. David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com