1 & 1 Internet, Inc

Dear
*** *** (Customer ID # ***),
I sincerely apologize for any inconvenience
that has occurred with the invoice which had generated for the domain: ***.com
Unfortunately,
after investigating this further, I can confirm that there are still domain
names listed as “On” within the auto-renewal settingsThe first of these is:
***.com, which we have now canceled per your request, along with
waiving the $balance associated with invoice #***That being said, the other
domain names are: ***.com, and ***.net, which are set to renew on 6/24/if the renewal
settings have not yet been set to “Off”
Moving
forward, you will want to make the appropriate changes to the status of the
above listed domains if you do not wish to retain them
Once
more, we apologize for any inconvenience that has been caused here
Thank
you
David
M***
Customer
Care
1&Internet Inc
http://www.1and1.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the billing attempts and lack of customer service
that you had received
In regard to the voicemail that I left, this confirms that the
account in question has been canceled, and we are waiving the balance of $
($+ $late fee) from under this account
As a company, we do not accept or issue checks as a form of
payment or refund issuedYour check will not be processed, and as a security
measure, it will be shredded so that your banking information is not
compromisedAlso, paper statements are not typically sent to our customers, unless an outstanding balance has been due for an extended amount of timeAt that point, the paper notification simply serves as a reminder for the initial emailed invoice, and balances of $or lower are not handed to a Collections Team
That being said, I am very sorry if the service that you had
received from any of our agents was less than satisfactory, and 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
Along with that, per your request, I have had you added to our Do Not Contact
list
Moving forward, you will not be billed or invoiced, since
this account is no longer active
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M***
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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the cancellation of your account
In regard to the voicemail that I
left, I have processed the immediate
cancellation of this service
Our records indicate that you had submitted an online cancellation
on 3/21/16, however, the option to have the domain name and account canceled
days later was selectedWhen an online cancellation is processed, the customer
must select between an immediate cancellation, or a cancellation that occurs
30, 60, or days after the date from which the request had been submitted.
Aside from that, as I had mentioned, the refund of $for
the domain name: ***.com was already refunded back to the *** account
associated with: info@***.com
on 4/6/
Moving forward, you will no longer be billed or invoiced
under this canceled account
Once more, we apologize for any inconvenience that has been caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www.1and1.com

Dear *** *** (Customer ID # ***), I sincerely apologize for any inconvenience associated with this accountPlease understand that we will do everything possible to help resolve this unfortunate situation for youWe are submitting a case to our Quality Assurance Team in order
to pull and monitor the call in question, and take any necessary steps to help avoid you, or any other customers from feeling that they had received any unsatisfactory assistanceWe take this kind of customer feedback very seriously, and will take the appropriate disciplinary actions on our sideIn order to assist you, per your request we are canceling this account, and refunding your payment of $to the credit card on file ending in “***”Please allow 3-business days for this refund to be processedMoving forward, you will no longer be billed or invoiced for this canceled servicePlease contact us here in the Solutions Team via email to: [email protected], should you require any additional assistanceOnce more, we apologize for any inconvenience that had been caused hereThank youDavid M*** Customer Care 1&Internet Inchttp://www.1and1.com

Dear *** *** (Customer ID # ***), I sincerely apologize for any inconvenience that has occurred hereUnfortunately, when an account is terminated by our Security Team due to suspicion of fraud, for security reasons, they typically will not provide details on their fraud detection
methodsDue to their high level of safety regarding these particular cases, there is only limited information that has been provided to us here in the Solutions Team, that can be shared with youRegarding the termination of this account, an abuse ticket was generated on 3/8/17, around PM ESTThis was days after the initial order had been activatedThe cause of the abuse ticket was due to email feedback reports that had been received from ***These reports stated that an email from the user ‘webspace’ had sent multiple emails to an invalid mailbox at ***However, *** redacts email addresses on their feedback reportsAs the account was terminated for suspicion of fraud, we cannot check the logs to provide the email address or the script name, since the logs have been deletedIn many cases, it is a very common fraud trend when an account that is this new, receives an abuse complaint so quicklyAfter the termination of this account occurred on 3/9/17, one final invoice had generated on 3/15/17, which was for a feature that had originally been active at the inception of the accountHowever, the balance associated with the invoice was cleared off of the account shortly after, since it had been terminated for suspicion of fraudThis account had generated invoices in total, none of which were physically debited from the payment method provided, and the associated balances were completely waivedWe apologize that you had not been sent a final notification referencing the fraud termination having been processed, or that one of the agents you had previously spoken with did not advise you of thisThe Security Team requests handling these types of situations themselves, and will not always communicate back to an address that they believe to be associated with the kind of activity that has been mentioned aboveThat being said, our records show that the Security Team agent that spoke to you over the phone did offer to set up a new account for you, and that you were not interestedAs a sign of good faith, should you decide that you would like to set up a new account, we would be willing to offer the first month of service, free of chargeMoving forward, if you require any additional assistance, please feel free to contact us here in the Solutions Team via email to: [email protected] more, we apologize for any inconvenience that has been caused hereThank youDavid M*** Customer Care 1&Internet Inchttp://www.1and1.com

Dear *** *** (Customer ID # ***), I sincerely apologize for the inconvenience associated with your account Please understand that this unfortunate situation was not intentional, as your order had been delayed due to a system bug, that has since been resolvedRegarding the
charge of $that you have referenced, we have not been able to physically debit you for the first year payment, as no invoice has generated yet, since the account was just activated earlier this morningWhen you first tried to set up the new account, you would have had a test charge in the amount of the first invoice that would be generatedThe 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 quicklyHowever, as mentioned, this initial charge of $11.88, would have only been a test attempt, and is usually returned to the credit card in question within 24-hours, unless your bank or financial institution has a different policy on their holding/test charge reversal times. I apologize if there was any miscommunication from our Social Media Support, as they would not have been able to issue a refund, on a charge that we have not physically receivedOur records indicate that the confirmation emails with your account information were sent out to you this morning, since the order has been successfully processedIn order to assist you further, I have applied a credit of $to this account, so that you would receive the first year of service free of charge, should you decide to keep the account activeMoving forward, if you require any additional assistance, or wish to process the cancellation of this account, please feel free to contact us here in the Solutions Team via email to: [email protected] more, we apologize for any inconvenience that has been caused hereThank youDavid M*** Customer Care 1&Internet Inchttp://www.1and1.com

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with this account
In regard to the voicemail that I left, checking your ***
records associated with the email: ***@***.com,
you will see that we were not able to process the charge of $that was
generated under invoice #***This invoice was for the
month renewal of the domain name: ***.comWhen you
canceled this account, the agent assisting you reversed that invoice, no refund
of $would have been issued since we were not able to physically debit
your *** for that amount under this particular accountUnfortunately, the
agents that you previously dealt with did not investigate this matter properly,
to inform you that the invoice reversal was simply clearing the outstanding
balance since you had canceled the accountI am very sorry that this miscommunication
had occurred, and 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
That being said, we had processed a payment in the amount of
$on 2/1/for the renewal of the domain name: ***.com, under
Customer ID #***At this time, that account is still active, however,
you would have been refunded for that $charge through *** since you
had disputed itIf you wish to cancel this account or require any further
assistance, please feel free to contact us here in the Solutions Team by phone
at: ###-###-####, or via email at: [email protected]
Once more, we apologize for any inconvenience that has been caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www

The account number is ***, and the "Phone Pin" is ***
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to meThank you very much
Regards,
***

Dear *** *** (Customer
ID #
***),
I sincerely apologize for any
inconvenience associated with the cancellation of this account, and the balance
being sent to collections
In regard to the voicemail that I left you, there was an outstanding balance
from an invoice that had generated on 2/5/15, prior to the cancellation of the
domain names which were processed on 2/23/At the time of the cancellation,
the agent which assisted you should have cleared the remaining balance since
the invoice was less than days old
Due to this error, we are removing this account from
collections*** *** 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 *** or 1&
Internet. No more money will be owed on this account, and you will no
longer be required to contact *** or 1&Internet regarding this
unfortunate situation
That being said, for your records, this account has been canceled
Moving forward, you will no longer be billed or invoiced for these services
Once more, we apologize for any inconvenience that has been caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www.1and1.com

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the billing attempts of this fraudulent account
set up under your name
In regard to a conversation you had with one of our Billing Team
agents on 8/26/15, the outstanding balance under this account is being waivedWhen
an account is flagged as Fraudulent, there is a certain process that we must go
through which sometimes causes for the balance listed to remain in our system
slightly longer than usualHowever, we would not send it to collections in the
meantime with it having been determined as being a fraudulent account
That being said, no more money will be owed on this account, as
the balance will be completely cleared, and the cancellation of this account was
also processed so that there is no longer anything active under your name
As much as I regret your personal and credit card information
having been compromised, I am glad that I have been able to assist you with
resolving this unfortunate situation
Once more, we apologize for any inconvenience that has been caused
here
Thank you
David M***
Customer Care
1&Internet Inc
http://www.1and1.com

Dear *** *** *** ** * *** I sincerely apologize for any inconvenience associated with this account Regarding our conversation today (11/17/16), the previous agent who handled the cancellation of your account, did not properly reverse the invoice associated with the
domain name, in order to waive the outstanding balanceThis was done in error, which caused you to receive declined payment notifications for a service that had been canceled In order to assist you with this, we are waiving the balance of $40.17, and moving forward, 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*** Customer Care 1&Internet Inchttp://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 ***, and find that this resolution is satisfactory to me. Regards, *** ***

Dear *** *** (Customer ID # ***), On behalf of 1&Internet, I would like to sincerely apologize for any inconvenience associated with your accountRegarding the voicemail that I left today (5/1/17), this email confirms that we are refunding both the November and December of
invoices, that are associated with the now canceled Cloud Server (Contract ID # ***)Please allow 3-business days for a total refund of $to be processedAlong with that, I have applied free months of service to the basic fee portion of your active Cloud Server (Contract ID # ***)This means that the Basic Fee will be covered free of charge up until 8/26/17. Please contact us here in the Solutions Team if you require any additional assistanceWe can be reached by phone at: ###-###-####, or via email to: [email protected] more, we apologize for any inconvenience that has been caused hereThank youDavid M*** Customer Care 1&Internet Inchttp://www.1and1.com

Dear *** *** (Customer ID # ***), I sincerely apologize for any inconvenience that was caused, and for what you had experienced from our Customer Service AgentsPlease understand that we take this kind of customer feedback very seriously, and we are taking the appropriate
steps to resolve itRegarding the voicemail that I left you today (3/15/17), I see that you spoke to a supervisor within the MyWebsite Team earlier this morningOur records indicate that we are already in the process of refunding both charges that had been debited ($and $119.88), so please allow 3-business days for a total refund of $to be receivedAlong with that, the domain name: ***.com has been moved into a new Instant Domain package, with a credit applied to cover the re-registration of it, and the MyWebsite Premium package is currently being canceledThat being said, we are submitting a case to our Quality Assurance Team in order to pull and monitor the calls in question, and take any necessary steps to help avoid you, or any other customers from feeling that they had received any unsatisfactory assistanceAs referenced above, this kind of customer feedback is taken very seriously here, and we will take the appropriate disciplinary/training actions on our sideMoving forward, if you require any additional assistance, please feel free to contact us here in the Solutions Team via email to: [email protected] more, we apologize for any inconvenience that has been caused hereThank youDavid M*** Customer Care 1&Internet Inchttp://www.1and1.com

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the cancellation of your account
For the record of this complaint,
this unfortunate issue has already been
resolved, and listed below is a copy of the email that I had sent you on
4/8/
……………………………………………………………………�...⇄ /> Dear *** *** (Customer ID: ***),
Thank you for contacting us
I sincerely apologize for any inconvenience associated with
your account
When an account is first activated, it is notated that all
services are set to auto-renewal, but you do have the option to turn this
setting off within your Control Panel.
Along with that, we send domain renewal notifications at 60, 45, and
days preceding the domain renewal(s), in order to provide you with ample time
to cancel, or turn off the auto-renewal, for any domain name(s) that you are no
longer interested in.
Regarding the attempt to cancel online without updating your
credit card information, we could have assisted further if you had called in or
emailed to inform us of your decision to cancel the account, and the balance
would have been waived
That being said, this email confirms that per your request,
we have canceled this account, and reversed invoice #*** in the amount of
$14.99. If your credit card is debited
since you had updated it prior to this action taking place, you will be automatically
refunded without any further action being required from your side
Moving forward, you will no longer be billed or invoiced for
this canceled service
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***
Solutions Manager
1&Internet Inc
……………………………………………………………………�...⇄ /> As referenced above, our records indicate that the $
invoice associated with invoice #*** was not physically debited since it
was reversed, and so that balance under this canceled account was completely
cleared off
Once more, we apologize for any inconvenience that has been caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www.1and1.com

Dear *** ***,
I sincerely apologize for any inconvenience which you have
experienced
Due to the nature of this situation, I have had this matter
investigated by our Legal TeamListed below is the information that they have
advised me of sending to the Revdex.com through this complaint……………………………………………………………�...⇄ /> 1&Internet Incis the registrar of the domain name
***, however, we are not hosting the website (this means we have
absolutely no control over the website content)Since this domain name is
privately registered, the contact information defaults to 1&1, which is how
Ms*** obtained our contact informationMs*** is disputing a
purchase she made through a website, which again, is not hosted with 1&
1&is not responsible for, and has no control over our customers’
businesses and/or their productsWe are more than happy to reach out to Mr
Cory P*** (the owner of the domain: ***) and will do soMs***
will be told that as a courtesy, we will forward her complaint to the customer
and request that he contacts her directly for a resolutionWe do understand Ms
***’s frustration, however, Ms*** did not do business with 1&
but rather with a private third partyIt appears Ms*** has already taken
the proper steps with *** that are needed to dispute her purchase and
accordingly, 1&Internet Inccan be of no further assistance in this
matterDue to not having a business relationship with Ms***, we cannot
offer her any compensation for a third party’s failure to fulfill their online
order
……………………………………………………………………�...⇄ /> If you have any further questions related to this
unfortunate incident, please feel free to contact our Legal Team via email at: ***
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www.1and1.com