1 & 1 Internet, Inc

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with being charged for the PHP Extended Support feature. Please understand that we can certainly sympathize with you, in knowing that this is an upsetting situation. Regarding the voicemail that...

I left you earlier today (1/4/17), the PHP 5.4 feature was originally included for free within your Starter Hosting package. At this time, due to its development having occurred back in 2008, it has been outdated, and is no longer supported by 1&1 Internet Inc. under your hosting package. As referenced within your complaint, you should have received an email notification prior to any invoice(s) being generated, informing you that if you did not upgrade your PHP version within your account, a quarterly bill in the amount of $21.57 would 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. Typically, messages are also submitted to the customer within their 1&1 Control Panel.   Our records indicate that when you called in and spoke to one of our Tech Team agents on 1/1/17, they had waived the $21.57 invoice associated with this feature, switched you to a current PHP version (7.0), and canceled the outdated PHP 5.4 Extended Support feature. This means that moving forward, you will no longer be billed or invoiced for the PHP Extended Support feature (5.4). Please note for your records, that we have been informed that the PHP 7.0 version will be supported free of charge within the PHP community until December of 2018.   That being said, in order to assist you, we are refunding the other 2 invoices (#[redacted], and #[redacted]) which had been charged for the PHP Extended Support, each in the amount of $21.57. Also, due to the inconvenience, we are refunding $40.00 of the recent 3 year hosting service renewal that occurred in June of 2016. Please allow 3-5 business days for a total refund of $83.14 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]), On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with this account. Regarding the voicemail that I left today (4/11/17), this account was already canceled on 4/5/17. You had received an email stating that...

the auto-renewal function had been turned back on, because the agent who processed the immediate cancellation needed the account active, in order to change the cancellation date that was set. In order to assist you, we are currently in the process of refunding the $59.88 charge. Please allow 3-5 business days for this refund to be received. 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

Dear [redacted] (Customer ID
# [redacted]),
I sincerely apologize for any
inconvenience associated with your account
Regarding this particular matter
and the voicemail that I left you today (12/12/16), this email confirms that
the unwanted MyWebsite Plus and
List Local packages have been canceled, and the
invoices in the amount of $119.88, and $have been waivedThe previous
agents that assisted you last week were able to reverse these invoices, before
they had been physically debited from your bank accountWe are investigating
just how these unwanted features had been added to your account, in order to
take any appropriate actions necessary, if they were in fact added without your
permission
Along with that, due to the
inconvenience caused, we are refunding both invoices that had been charged for
the first year of service for the Unlimited hosting package, along with your
domain registrationPlease allow 3-business days for this refund of $
to be processedThis means that the Unlimited hosting package will be covered
free of charge up until 10/22/17, and the domain name: wholeandheavenlyoven.com
will be covered up until 10/22/
Moving forward, there will be no further charges associated with
the canceled MyWebsite Plus and List Local packages
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

[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.

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] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with this account. Please understand that this unfortunate situation was not intentional.   Regarding the voicemail that I left you today (3/23/17), it seems there may have been a system error...

which caused the automated invoices to be generated, for any domain names that had already been set to “Off” under the auto-renewal function of your account. Along with that, due to a high number of cases being processed by the agents handling the bulk domain cancellation requests, there was a lapse in time between your request being received, and responded to. As referenced in my voicemail, please respond to the email that was sent out earlier this morning about the list of domains submitted for bulk cancellation, and let them know if you wish to have them canceled immediately, or at the end of their current registration. In the meantime, to assist further we are clearing the balance of $374.75, and once this balance has been removed, a credit of $100.00 will be issued to your account. This credit will be applied towards future invoices. Moving forward, 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]. 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

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]

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] [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

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

[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]), 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

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]), 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 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

This is horrible!It took then less than one minute to accept my payment of $11.88But, now that I am cancelling it's unfortunate that I now have to wait 5 days for my money.This really is a bad business practice, it's bad enough I had to wait on hold from 35-60 minutes for anyone to pick up.[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

[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]

[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 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