1 & 1 Internet, Inc

Dear [redacted] (Customer ID: [redacted]), I sincerely apologize for any inconvenience associated with your account. In order to assist you with this matter, as you have requested, we are in the process of refunding you the $0.99 domain renewal charge, along with the $18.95 late fee. Please allow...

3-5 business days for a total refund in the amount of $19.94 to be received to the credit card ending in “[redacted]”. 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 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

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

Billing or Collection IssuesBilling or Collection IssuesselectProblem: I was sent an email telling me that they had closed down my domain for which I use for my business website. I called them up to figure out the problem and get it resolved. I was told my account had been sent to a collections and...

they couldn't do anything until it was paid. I didn't even know it had gone to a collection agency because I had my account set up for auto draft renewal. First they sent me to the wrong collection agency. So after an hour of going back and forth between them and the collection agency to find my account they finally figured out that they had the wrong collection agency. Then after I paid the correct collection agency and called back 1and1 so I could reactivate my account and get my website working again, I was told that they couldn't do that and it would be 3 or 4 days. In the beginning I had asked what needed to be done to get this corrected right away and was told that they could get it fixed after I paid. After I was told it would take 3 or 4 days now I was a little baffled and told them that there has got to be someone there that could figure out how to get this done in this technological day and age so that customers aren't loosing business. I was told there was nothing they could do. So now I am left loosing thousands of dollars of business from my clients due to not being able to access our website because 1 and 1 can't resolve an issue which amounted to $14.99 on their endTranslateDesired Resolution / OutcomeDesired Resolution: Other (requires explanation)Other (requires explanation)selectDesired Outcome: The $18.95 additional fee that I paid refunded and my collection report corrected. Also they will give me the necessary code so that I can move my domain to a different company since they are unable to resolve minor problems for their customers.

Dear [redacted] (Customer ID # [redacted]), On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience that has been caused here. Please understand that this unfortunate situation was not caused intentionally.  Regarding our conversation yesterday (4/6/17), even...

though the feature in question had been canceled, our system automatically generated an invoice since the service was previously active. We are currently in the process of refunding the $59.88 charge to the [redacted] on file. Along with that, due to the inconvenience that had been caused, we are also refunding you the $11.88 charge for the hosting package that will remain active under your account. This means that your service will be covered, free of charge, up until 2/14/18. Please allow 3-5 business days for this refund to be received. If any additional assistance is required, please feel free to contact us here in the Solutions Team by phone at: [redacted], or via email to: [email protected]. Once more, we apologize for any inconvenience that has been caused here. Thank you. David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]),  On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with the claims to active services, and receiving a declined payment notification. 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. Regarding the voicemail that I left you today (4/11/17), our records indicate that when you spoke to our Security Team yesterday (4/10/17), they deemed this account as fraudulent, issued an immediate cancellation, and are in the process of clearing the outstanding balance of $ 9.99. Please disregard the previous declined payment notification that you had received, as it was sent out prior to this fraudulent account being identified, and canceled. Please note, that we have no knowledge or affiliation of, or with, the referenced company of: [redacted]., out of Niagara Falls, NY. It could be possible that the person who had obtained your personal information, had attempted to set up services in your name with them as well. Moving forward, there will be no further outstanding balances due, as this account has been canceled due to its fraudulent nature.   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
When you initiate a domain transfer to 1&Internet Inc
from another provider, there are certain steps that must first be taken before
the complete transfer has been finalizedFirst, you initiate the transfer from
our side under your new or existing account, because that is where you want to
move the domain(s) toOnce this has occurred, you have to acknowledge the
initiated transfer(s) from the registrar that currently has the domain(s) in
questionThe more time that passes without the transfer attempt being acknowledged
on their side, the longer it will take for the domain transfer(s) to be
processedAfter you have acknowledged the transfer(s), due to ICANN policy it
then typically takes 3-days for the transfer to be finalizedIt is for this
reason, that we suggest all domain owners process a domain transfer at least
weeks prior to their set expiration date, in order to avoid an expiration while
changing providers
Aside from that, you had set up a new account through
1&Internet Incon 1/28/16, with a month hosting package which we then
billed you for in the amount of $11.88, due to the $per month for the
first months promotion that you acceptedThis was not a charge for domain
names that were not yet within our possessionSince the domain names were with
another provider while you attempted to transfer them to 1&1, we would have
no physical ability to expedite the process of receiving them on our side, as
we were not yet the active registrar
That being said, our records now show that the domain names:
[redacted].com, and [redacted].net have been received and
are active under this account
Regarding the issue that you had experienced while trying to
contact our Support Team by phone, there are no problems that I am aware of
that would have caused you to have such a long wait time when calling inDue
to this inconvenience, I have added a credit of $to your account in order
to cover the first year promotional cost of your domain registrations free of
charge
If you need any additional assistance in reference to this
matter, please contact our Solutions Team via email at this address: [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

Dear [redacted] (Account Holder - [redacted]
I sincerely apologize for any
inconvenience associated with this account
You are correct, back in August of this year, free month
was issuedHowever, since responding to this Revdex.com Complaint I personally added
additional free months of service for the server, and emailed the account
holder on 10/19/informing him of thisContained within that email was information
regarding what date these free months would cover up until, along with the
overall value of the credits being appliedPlease advise him to check his
email in order to confirm this
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. 
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 (5/5/16), this email confirms that we have canceled your account, and are refunding you in the amount of $11.88.  Since the...

online cancellation that you had attempted was within 30 days of the initial product order, we could have refunded this without a [redacted] dispute being filed if we had been contacted via email or by phone. Please allow 3-5 business days for this refund to be processed to the [redacted] account associated with the email address of: [redacted] .   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 Mattis 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]...

[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 (12/13/16), 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.   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.   After investigating this issue further, we have found an account associated with your name, however, all other personal information is different than what you have provided through this complaint. Any physical notifications linked to outstanding balances that were sent out by mail, would go to the physical mailing address associated with the account in question, which is in a different state than your complaint provided address that is in Colorado.   That being said, as referenced in my voicemail, in order to make sure that the correct account is canceled due to fraudulent activity, I need additional information to assist you further. Any physical notifications that you may have received for an outstanding balance would reference the Customer/Account ID Number, and or Invoice Number(s), so that the account in question could be referenced when calling in or emailing us. Please feel free to contact me here in the Solutions Team by phone at: ###-###-#### (8am-4pm EST, Monday through Friday), or via email to: [redacted], so that I can go over any additional information that you can provide me with, in order to have this unfortunate situation resolved. For your records, any open balances that are handed over to our Collections Team do not show up under any credit reports, and do not negatively affect your credit score.   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

[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]), On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience that has been caused here. Please understand that this unfortunate situation was not caused intentionally. Regarding the voicemail that I left today...

(4/12/17), we are in the process of reactivating the domain names: [redacted].com, and [redacted].com, free of charge, and we have already moved the domain: [redacted].net into Contract ID #[redacted]. This contract was empty, but still active within your account, so it will also house the other 2 domains once they have been restored. I will be contacting you again once all 3 of these domains are under the same contract, to provide you with the Authorization Codes required to transfer them to another registrar. In reference to the domains in question being listed online for $500.00 each, this is an action that is processed by ICANN, during the expiration of a domain name, that they feel has selling potential. We have no control over this at 1&1 Internet, but usually have the ability to request that the domain is released from the sale/auction, and restored to the previous owner’s name, such as in your case. Along with that, we are refunding invoice #[redacted] ($15.17), in order to cover the registration cost of: [redacted].com through [redacted]. Please allow 3-5 business days for this refund to be received. If any additional assistance is required, 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

[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.  Please take care of this issue! I never got setup with a Virtual [redacted] Server, so I don't want to get charged for something I didn't ever have access to use. I'm not sure why you don't have records of my emails and calls (called and email a bunch of times), but I really appreciate you working with me to get this resolved.
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 domain names you no longer required. Please note that when this account had been ordered, it was notated that all 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 sent out in order to give the customer ample time to cancel their service if it is no longer required. Along with that, once the services have renewed, an invoice is also sent to inform you of the charge that will occur shortly. This is to make sure that the customer is aware of the services that are still active. It also acts as a “red flag” if you will, for customers that may no longer wish to keep certain features/service, as they can then contact us to cancel, and either have the balance associated with the invoice cleared, or be refunded if the charge has already been debited. Unfortunately, any contract with an outstanding balance lasting for longer than 30 days will be locked, along with all features that are associated with that same contract. 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. For your records, this has not, and will not affect your credit. This action will also unlock your account, allowing you to transfer your domain names to the provider of your choice. Once you are finished with transferring your domains away to another provider, please contact us here in the Solutions Team so that we can issue an immediate cancellation of the account for you. We can be reached 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] I sincerely apologize for any inconvenience associated with your personal information having been compromised.   Regarding the conversation that we had today (9/2/16), this email confirms that the balance associated with this fraudulent account had...

been sent over to our Collections Team in error. This should not have happened, as the account had been marked as fraudulent, and canceled, which means that any balance is considered as invalid. For your records, this has not, and will not affect your credit.   At this time, we are pulling and waiving the balance of $78.91 from our Collections Team, and you will not be contacted regarding this again.   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

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], and find that this resolution is completely satisfactory to me.  Thanks so much.
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with your account. Our records indicate that we have already released the additional refund of $20.00 from our side as of earlier today (6/22/16), to the bank or financial institution associated with the credit card that ends in "[redacted] ".  At this time, the return/availability of the refund in question is based entirely upon the holding time/process that your bank or financial institution has in place prior to making these funds available within 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