1 & 1 Internet, Inc

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with this account. Please understand that this unfortunate situation was not intentional, as we inform all customers that our services automatically renew by default. Our records indicate that you...

had not contacted us by phone or via email prior to filing this complaint. 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 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 that the account is still active. It also acts as a “red flag” if you will, for customers that may no longer wish to keep their 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.   Regarding the charge for the [redacted] 5.5 version, emails we sent to you on 10/12/16, and 12/15/16 informing you that if you did not upgrade the [redacted] 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 within the hosting package that you had. In order to assist you, since you no longer require our services, we are canceling your account, as well as refunding the charge of $135.79 that was recently debited. Please allow 3-5 business days for the refund to be processed to the credit card ending in “[redacted]”. Moving forward, you will no longer be billed or invoiced 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

Now keep in mind I have been a customer for 12 years at 1and1. I filed a complaint over a month ([redacted]) ago and 1and1.com has not fulfilled their promise after several emails, phone calls etc. The promise made by the executive David Mattis was not communicated to 1and1.com customer service reprsentatives. .1and1.com told me my domains were working, they worked for a week them stopped working. when I called customer service I'm told that I need a hosting packing or could chose another host. I was told if I chose 1and1.com as a host my site would be back up the same day. Yet, it if want to use a different host my domains are inactive. Wait, inactive, then why did they work for a week. Then I called back and was told they were active. Then I call again and I am asked to pay to reactivate. below is my previous complaint and promise that was never resolved. This was the complaint filed over a month ago "to start I have been a customer of 1and1 for almost 12 years. My complaint is not that of a fly by frustrated person, but a person who has been with the company for sometime to be dismissed with such ease. My website stopped working and after calling 1and1.com I was told that the domains had expired. Now I updated my information over the last 5 years and 1and1 isn't the most reliable on that end. At any rate, I was not contact by 1and1 in regards to the situation. I called and was told that I need to pay $70.73 to restore my domains/website. I paid the fee and was told that it would take 24hrs to restore. The next day, I go to the domain and it reads that the domain can be purchased by calling another number. I call 1and1.com once again and was told that it will be restored within 2hrs. The next day (Wednesday), I see the domain is still for sale online, I call 1and1.com and I am told that I have to pay more money to get back my domain names $16 each or so for a year. Then I'm told I have to pay more money if I want my email through 1and1.com back. Now I wasn't told this in the previous phone calls, but I pay to restore the domains that I have had for over 12yrs even though I paid $70 three days prior. Again, I was told it would take 2hrs. The next day, I still see the domain for sale after I have paid a little over $100. I call 1and1.com and i'm told it is a priority and it will take 2 hrs. The next day.... you get the point? i'm told again wait 2hrs. The next day (Saturday) I call in the morning and i'm told wait a few hours. I call saturday afternoon and finally speak with a manager that promises 2 hrs the domain will be restored. I receive a registrant email for one of the domains but not for the second domain. I'm informed to wait for the second email. Sunday the company is closed, Monday, not email. Tuesday i'm told the email is sent, Wednesday still not email. Wednesday afternoon i'm told the email will happen in.....2hrs. The tough part is that my company is a non-profit company. our website and live streaming services reach several states in the U.S. and countries around the world. In addition to being misinformed by just about everyone that I spoke with at 1and1.com, and being dismissed as a customer for over a decade, I have lost revenue by the website being down for over a week, returning to my donors with inaccurate information. This seems to be a serious issue for 1and1. Then, 1and1.com has an interesting policy. After being a tenured customer with a horrible experience, if my domains are restored I would have to wait another 60 days of bad customer services and broken promises to switch my domain names to another place. I could get a new domain name, but understand my donors and support have been at these sites for over 10 years." Here is the response that is not fully fulfilled. Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with this account. I am very sorry if the service that you had received from any of our agents was less than satisfactory, and if you were provided with misinformation. I will bring this 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. Our records indicate that you have been corresponding with my colleagues here in the Solutions Team, and that they have been able to get the domain names: [redacted].org, and [redacted].com reactivated for you within this account. That being said, it is ICANN policy that holds customers to a 60 day wait before transferring a domain to another provider only after having purchased a brand new domain name, or transferring a domain to a different registrar. With your domains having been reactivated from a Redemption Period, you would be free to transfer them away to another provider at any time should you decide to do so. In order to assist you further, I am refunding you the most recent payment that had been made in the amount of $70.73, and I have also applied an additional refund of $100.00 due to the inconvenience that you have experienced. Please allow 3-5 business days for a total refund in the amount of $170.73 to be processed to the credit card ending in “4527”. 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.comTranslateDesired Resolution / OutcomeDesired Resolution: Finish the JobFinish the JobselectDesired Outcome: 1and1.com's neglect has cost me lots of money. 1and1.com should make sure the domains are activated , current and working. Whatever 1and1.com did for the domains to work for a week or so they should do again. If 1and1.com is the only group that can host the domains despite what they stated from ICANN, 1and1.com should host the domains for free to get the site back up since they have neglected the issue for almost 2months. 1and1.com should also not hold the host package under contract leaving us with the option to transfer our domains, website and hosting to another place if this neglect in customer service and web service continues. The executive office should be made aware. it is very deceiving to receive emails from "executive" leaders when in all actuality its a generated email. The average hold time for customer service is over an Hour. Since the issue has endured for over a month the issue should be expedited and resolved .

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with your account. Please note that when this account had been set up, it was notated that all domain names ordered by our customers automatically renew, unless the auto-renewal feature is...

turned off, or the domain is 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. Our records indicate that the domain name: [redacted].com had renewed on 7/7/16, however, the cancellation was not processed until 7/26/16. Due to this, an invoice had generated, and a balance was outstanding.                                                                                                        That being said, in order to assist you with this unfortunate situation, we are waiving the balance of $14.99. Moving forward, you will no longer be billed or invoiced for this canceled service. Once more, we apologize for any inconvenience that has been caused here. Thank you. David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with the unwanted contact that you have received. Unfortunately, we cannot control if you had originally registered your domain name publicly, prior to activating the private registration within your 1&1 Control Panel. With that being the case, we would not have had the ability to keep your personal information from being available online through the WhoIs database, that is regulated by ICANN, until the transition to private registration was made, and the WhoIs database was changed to private, as per the ICANN rules and regulations. You have the ability to contact ICANN, and file a complaint against this 3rd party since your domain name is currently listed as private, and they are still sharing your personal information. Please see the link below for ICANN’s contact information: https://forms.icann.org/en/contact Aside from that, you did not pay 1&1 Internet Inc. extra money to have your domain name registered privately, as we offer free private registration to all of our customers. The only payment that you have made to us was in the amount of $1.17, which was for the 12 month registration of the domain name: [redacted].com. Regarding the credit invoice of $1.17 that you received, as previously referenced in my initial response through this complaint, I issued you a refund of that invoice, along with an additional $25.00 refund, due to the inconvenience that has been caused, by an issue that is uncontrollable from our side. Please allow 3-5 business days from the date of 1/25/17, for both refunds to be received. 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], I sincerely apologize for any inconvenience associated with this matter. Regarding the voicemail that I left, initially, I was not able to find any account associated with your first and last name, or the email address of: [redacted]@[redacted].com. That being said, I still have not been able to find any account, because no account has been set up/activated under your name. Due to the nature of your case, I was able to obtain copies of your previously sent emails from our Billing Team, as they kept them on file to investigate your unfortunate situation further. I can explain what has occurred here, and assure you, that there is no fraudulent activity taking place. Looking over your emails, the reason that you had been called by 2 different names during your email correspondence was due to Customer Service Agent errors. With the way that our internal email workpools operate, the system expects an account to be linked to incoming emails, by syncing the account with the email address associated with it, from the email that we receive. When we receive an email that cannot be linked to a physical account, the agent must customize their response, as the system will automatically fill in the outgoing customer name, as the one that was associated with the previous case that had been processed. In other words, the agents that sent you emails calling you different names, had finished their previous case, and then responded to your email that has no physical account association, without first removing the name of the previous account holder, and addressing you by your name. I sincerely apologize for that, as this error on the agent’s behalf has caused for more confusion and misunderstanding to have taken place here. Our records indicate that the referenced domain name: [redacted].com has not been registered in your name, or anyone else’s at this time. Please reference the website: [redacted].sc to check the registration records of this domain, and see that it is still currently available for purchase. In reference to the screenshots of the charges that you had sent in, when you first tried to set up the new account, you may have had a test charge in the amount of $1.00 that makes sure your credit card can process/accepts reoccurring payments, along with a test charge in the amount of the first invoice that would be generated ($1.17). The reason that you would have seen that, is because anytime a credit card is entered into our system, the test charge is applied to: 1) inform our system there is a valid payment method being offered for any service that may in fact be activated and charged afterwards, or 2) so that if this is a fraudulent attempt by someone other than yourself, you see it within your bank/credit card records so that it can be remedied quickly. However, as mentioned, this initial charge of $1.00 and $1.17, would have only been test attempts, and will are returned to the credit card in question within 24-72 hours, unless your bank or financial institution has a different policy on their holding/test charge reversal times. This action occurs even if there is an error in the ordering process. You had described that the page locked up on you saying something went wrong with the card, but the card information had still been submitted, and the system had anticipated a domain name purchase in the amount of $1.17 as referenced. At this time, as I have mentioned, there is no active account/service registered with 1&1 Internet Inc. in your name, and the domain: [redacted].com is still available for purchase through any provider. Please check with your bank/financial institution to confirm that the test charges have been reversed. 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

[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]
 Complaint: [redacted]
I am rejecting this response because:
Statements are false and only cancelled since Revdex.com complaint was lodged- The company is making it hard for people to cancel and receive a refund.l
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with this account.   Regarding this particular matter and the voicemail that I left today (1/4/17), please allow me to properly explain what had occurred here.   There is a new ICANN...

security policy, in which new domain activations, or domains that have had a recent change made to them must have a “Reg-C Verification” confirmed. This is a process when a notification is sent to the email address associated with the domain(s) that has had the recent changes made, and the owner must confirm that they own the domain(s), and have received the email. If this notification is not confirmed by the owner within a certain timeframe, ICANN will lock the domain(s). Our records indicate that this account with the domain name: [redacted] had been ordered on 10/18/16. That same day, you received an email which informed you that your email address must be confirmed, and that if it was not confirmed within 14 days, due to ICANN regulations, the domain name would be disabled. Shortly after, you confirmed your email address that was associated with the order, and your domain was successfully registered.   Afterwards, on 10/25/16, there was an update associated with the domain, whether it was setting its DNS, editing the contact info, or any other number of things. Due to this, you received an email stating that you had to once again confirm the email address associated with the domain name of: [redacted]. In this particular email, it was stated that ICANN was providing you with 7 days to confirm, or the domain would be disabled. On 11/1/16, 2 notifications were sent as final reminders to follow through with the required process in order to avoid the domain being disabled. Unfortunately, this confirmation was not made, and on 11/2/16, 1&1 Internet Inc. was required by ICANN to take down the domain.   The case history under your account shows no attempted email or phone call contact made to us, during the period of time that your domain was disabled. Our Customer Care agents would have been more than happy to assist you with this unfortunate matter, if it had been brought to their attention.   As of yesterday (1/3/17), the domain: [redacted] is once again active. If we process your cancellation request, your domain could be subject to a 60-75 day deletion/Redemption Period process, before being able to be registered through another provider. Due to this, if you no longer wish to have this domain registered with 1&1, I would suggest transferring the domain away to another provider.   To transfer it, you will just simply need to contact the provider in which you want to move it to, and initiate the transfer from their side. Once this has started, we will be able to release the domain via a transfer to that other registrar. The process of transferring a domain can last between 3-5 days, which is a process that we do not have the ability to expedite, as it is ICANN policy that can cause this waiting time. Please note, that any emails or other information associated with the domain will need to be backed up on your side so that they remain available to you after any transfer takes place.   For your records, listed below is the authorization code that you will also need in order to transfer your domain name.   [redacted] - authorization code: [redacted]   If you end up requiring additional assistance with transferring your domain away, please contact our Tech Team by phone at: ###-###-####.   That being said, we are also refunding the initial charge of $1.17 that was for the 2016-2017 registration. Please allow 3-5 business days for this refund to be processed.   Please feel free to contact us here in the Solutions Team for further assistance 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

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: Till now no money credited to my account. They had promise the money will be credited in 3-5 business days, till now nothing happened.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 satisfactory to me. 
Regards,
[redacted]

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.  They were quick to respond and provided me some light to the matter. I have yet to find out the culprit who made this purchase and since 1and1 provided me the name of the domain, I now have two people under my suspicions list. 
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 satisfactory to me.  It seems the company in question had an "error". As I stated in the original complaint, however, we must see how things proceed from here.
Regards,
[redacted]

Dear [redacted], (Customer
ID #
[redacted]),
I sincerely apologize for any
inconvenience associated with the domain name: [redacted].com
As per your correspondence with my colleague Matthew of the Solutions Team, this
domain has been completely restored to your accountWe have also applied a
credit in order for this reactivation to be processed without any additional
charge to youOnce the day waiting period has passed the initial date that
it had been registered with 1&Internet Inc., you will be able to transfer
your domain [redacted].com to the provider of your choice
We appreciate your patience and time spent working with us
in order to resolve this matter for 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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for the explanation. I wish the person I had talked to on twitter would have explained the test charge to me, if I would have known that it was just a test I wouldnt have filed this complaint.
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]), On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with your account.   Regarding our conversation today (10/24/17), this email confirms that the agent you dealt with on 10/22/17 had processed the...

cancellation of this account, per your request, and has submitted a refund in the amount of $15.17.  We are currently processing the refund, so please allow 3-5 business days for it to be received.   Moving forward, you will no longer be billed or invoiced for any service under this canceled account.   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

[redacted] On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with your order. Regarding the voicemail that I left today (5/19/17), we are more than happy to look into this matter for you, however, there was not enough information provided...

for us to properly research and assist you, as we were not able to find an account associated with your name or email address. In regard to the problem that you have brought to the attention of the Revdex.com, please send the account number or name that is listed as the account holder to [redacted] Once we have received that information, we can find the account in question, and we can begin to work on a resolution to this unfortunate situation. We apologize for any inconvenience that has been caused here.
[redacted]
David M[redacted]
[redacted]
[redacted]
[redacted]

[redacted]
 [redacted]
I am rejecting this response because:even after my cancellation was accepted by these people they still proceeded to bill my account so to their response I call bs.Thank You
[redacted]
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[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 cancellation of this account, and the balance
being sent to collections
Regarding this matter, 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.
In order to assist you with this issue, we are canceling all
services, and removing this account from collections[redacted] 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 of $
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
Moving forward, you will no longer be billed or invoiced for
any services, since this account has been completely canceled
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] (Customer ID # [redacted]),
I sincerely apologize for any inconvenience associated with
your account
Per your request, we have unlocked your account so that you
have full access to the domain names and anything associated with them
Along with that, we are waiving any said balance associated
with the Chargebacks that had been issued, and refunding the previous
invoices, each in the amount of $Please allow 3-business days for a
total refund in the amount of $to be processed to the credit card ending
in "6589"
That being said, should you decide to transfer your domain
names away, there are no locks or restrictions on your account which would keep
you from doing soTo transfer them, you will just simply need to contact the
provider in which you want to move them to, and initiate the transfers from
their sideOnce this has started, we will be able to release the domains via a
transfer to that other registrarThe process of transferring a domain can last
between 3-days, which is a process that we do not have the ability to
expedite, as it is ICANN policy that can cause this waiting timePlease note,
that any emails or other information associated with the domains will need to
be backed up on your side so that they remain available to you after any
transfers take place
For your records, listed below are the authorization codes that you will
also need in order to transfer your domains
webmatecreative.com - authorization
code: [redacted]
luxuryissue.com - authorization code:
[redacted]
theautoissue.com - authorization
code: [redacted]
If you end up requiring additional assistance with
transferring your domains away, please contact our Tech Team 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

To the Revdex.com: Please remove the domains names included in the business response. I made it a point to not include the names on my original complaint and I would prefer to keep their names private. I don't think adding their names to the public record of this complaint is appropriate or necessary. The business could have responded that my two domains in question have been restored, without adding the names. Thank you.And here is my response for the record:It is true that my two domains were restored on May 30, 2016 after being unavailable since May 27, 2016. And it is true that 1and1 waived the domain renewal fee for both domains. They also promised that they are reviewing their process to prevent such problems in the future. I am thankful that my domains are back online, but very disappointed that the whole problem happened in the first place and that it took them 4 days to resolve it. Thank you.