1 & 1 Internet, Inc

[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 our conversation today (3/8/17), our records indicate that the payment of $99.05 had been physically debited from your payment method on 3/7/17, because the...

invoice had generated, and already began attempting to process the payment on 3/5/17. I am very sorry about any misinformation that may have been provided to you by a previous agent, regarding the pending payment. In order to assist you, we are currently in the process of refunding the $99.05 charge, as well as refunding an additional $35.00, to cover any overdraft fee that you may have incurred through this payment having been debited. Please allow 3-5 business days for a total refund of $134.05 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 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 “[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I decided to reactivate the domain name and use it. Please close the complaint.
Regards,
[redacted]

Dear [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 (11/22/16), 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], etc.   This email confirms that a case had already been sent to our Security Team to investigate this issue further, after we had received a Chargeback associated with the account. The Security Team had deemed this account as fraudulent, and they issued an immediate cancellation. Along with that, we have already waived the balance of $114.99, and you will not be contacted regarding this again. That being said, we will not fight any dispute that is received from your bank or financial institution for the refund(s) they have provided to you.   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 the billing and cancellation of your account.   Per your request, this email confirms that the domain name: pretentiousboardgames.com has been canceled, and that we are submitting a refund...

in the amount of $14.99 to the credit card ending in “1017”. Please allow 3-5 business days for this refund to be processed.   Regarding the process of 1&1 Internet Inc. paying ICANN directly for the customer to maintain registration of their domain name(s), this information is correct. The customer does not deal directly with ICANN, and due to the registration fees charged by ICANN, a very high percentage of the domain renewal costs are paid exclusively to them on your behalf. As a web hosting provider and domain registrar, our money is not made through the registrations of domain names, which is the same case for any other company in our field, our money is made through the web hosting, email services, and server packages that are purchased and utilized by our customers. I greatly apologize if that was not properly explained by the previous agent that you had spoken with.   That being said, 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], I sincerely apologize for any inconvenience associated with the charges in question and claims to active services.   In regard to this particular matter, 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].   At this time, we cannot find an account associated with this email address, or your first and last name. In order to assist you further, we would appreciate if you sent an email to: [redacted], and reference the Customer ID Number that would be provided on the collection letter.   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. 
Thank you very much for your help.
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience that has been caused here. For the records of this Revdex.com Complaint, please see below for a copy of the email that I had sent to you on 12/9/16, prior to this complaint being physically received on our side...

from the Revdex.com. ……………………………………………………………………�...⇄ Dear [redacted] (Customer ID: [redacted]), Thank you for contacting us. I sincerely apologize for any inconvenience that has occurred here. Regarding our conversation today, I am refunding the last 6 invoices that have been generated under this account.  Please allow 3-5 business days for a refund in the amount of $299.94 to be processed. Along with that, our records indicate that you are set to be invoiced for another month of service tomorrow (12/10/16), so I have also added a credit of $49.99 to cover the December of 2016 to January of 2017 invoice free of charge. If you have any further questions please do not hesitate to contact us. Thank you. Sincerely, David M[redacted] Solutions Manager 1&1 Internet Inc. ……………………………………………………………………�...⇄ That being said, my records indicate that the agent I had contact you regarding the issues associated with your Online Store package, has submitted a case to our System Administrators, in order to see if any of the discussed changes you had talked about can be processed. Once this matter has been thoroughly investigated, you will be contacted further with any additional information that is made available to us. 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 account.   Regarding the voicemail that I left on 5/17/17, prior to this complaint being received from the Revdex.com on...

5/18/17, I confirmed with you that this account had been canceled, and we were in the process of pulling and waiving the balance of $102.83 from our Collections Team. In reference to our conversation today (5/19/17), the previous credits that were applied to the account, reduced the overall balance that was due, prior to that balance being handed to our Collections Team. For your records, this has not, and will not affect your credit score.   Moving forward, you will no longer be billed or invoiced again under this account, since all services have been canceled. Once more, we apologize for any inconvenience that has been caused here.   Thank you.   David M[redacted]
[redacted]
[redacted]
[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]

[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.
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with this account, and the balance being sent to collections.   Regarding the conversation that we had earlier today (12/20/16), 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 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], I sincerely apologize for any inconvenience associated with the claims to active services, and receiving a collections letter. Regarding this particular matter and the voicemail that I left today (1/18/17), 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 not been able to find any account in your name, that is currently active with a balance due to collections. On the collections notification that you received, there would have been a Customer or Account ID Number provided, which would reference the account in question. Please contact us here in the Solutions Team by phone at: 844-501-2631, or via email to: [email protected], and reference the listed Customer or Account ID Number, so that we can properly assist you with resolving this matter. As I had mentioned in my voicemail, this has not, and will not affect your credit score, as our Collections Team does not report this information to any credit bureaus. Once more, we apologize for any inconvenience that has occurred, and hope that we can help 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 this account, and the balance being sent to
collections
Unfortunately, there seems to have been an error in our system regarding the
free hosting credits that I had previously appliedDue to this, an invoice had
generated, the payment declined, and the balance was handed to our Collections
Team which locked your account
In order to assist you with this matter, we are pulling and
waiving the balance of $from our Collections TeamAt this time, your
account is once again active
Since this error had occurred and interrupted free time that
I had attempted to give you, once again, I am issuing free months of hosting
to your Business package (Contract ID #[redacted]), so that this time, the hosting
portion of your account will be covered free of charge up until 2/9/Please note,
that these free months only cover the monthly hosting charges which are billed
every months, in the amount of $per monthAny extra features, or
annual domain name renewal fees are not included within the free hosting
credits
I will watch this account to make sure that the hosting
credits are properly applied through the system this time
Moving forward, after the free time that has been issued is up, this hosting
package can be downgraded with our Retention Team in order to lower the monthly
paymentsThey can be reached by phone at: ###-###-####
Please feel free to contact us here in the Solutions Team by
phone at: ###-###-####, or via email at: [email protected]
should you require any additional assistance
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]), On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with your attempted order.   When 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 generated. 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 would have only been a test attempt, and is usually 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.   That being said, our records indicate that our Security Team had email correspondence with you, and referenced that the account order could not be completely activated, due to not receiving a complete and valid address. They also stated that it is part of our terms and conditions that you provide 1&1 Internet with full valid contact information, which includes the phone number, as you had submitted an invalid number as well. Since the account was never fully activated, no physical invoice had been generated, which means that we have not been able to debit your credit card, you only saw the test charge as referenced above.   Unfortunately, we do not have the ability to override this type of decision that is made on the side of our Security/Fraud Team. The domain name in question would still show as available with other registrars, as the attempted order was never completely activated. At this time, you can either order the domain name through another provider, or, you can attempt to process the order through 1&1 Internet again, with the requested information being provided. As a courtesy, if the order was successful, we would cover the first 12 month registration free of charge for that 1 domain name.   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: [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]),
I sincerely apologize for any inconvenience associated with
your account
On our side, we have not been informed of any issues concerning
our incoming calls, so unfortunately, I am not quite sure why you experienced
such a hard time getting through to a customer service representativeI 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
Per your request, we are waiving the overall balance of
$34.93, which includes the $late feeAlong with that, I have canceled
the domain name: [redacted].com
At this time, there are no locks or restrictions on your
account which would keep you from transferring your domain names away, you just
simply need to contact the provider in which you want to move them to, and
initiate the transfers from their sideAfterwards, 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 time
For your records, listed below are
the authorization codes that you will also need in order to transfer your
domains
[redacted].com - authorization
code: [redacted].com - authorization
code: [redacted]
After these domain names have been transferred away, you
will no longer be invoiced since you will not have any active services left
within the account
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] [redacted] I sincerely apologize for any inconvenience associated with this account, and the balance being sent to collections.   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 is turned off, or the domain/hosting 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 hosting package and domain name: [redacted] had renewed for another year on 6/18/16, however, we did not receive any contact from you until 8/3/16 when you emailed us stating that you did not wish to continue with this service and renew. Along with that, you mentioned that you had attempted to transfer the domain to another provider in advance and we would not release it. At that time, an agent advised you to contact our Cancellation Team for assistance to cancel any unwanted features, and they would have been able to assist in regard to the domain transfer as well. If there had been an outstanding balance for an extended amount of time, then an attempted domain transfer may be initially blocked, however, once contacting us we would unblock the attempt as the domain name belongs to you the customer, not 1&1 Internet Inc.   In order to assist you, we are pulling and waiving the balance of $90.83 from our Collections Team. Radius will remove you from any list that they have, and this has not, and will not affect your credit.   That being said, there are no locks or restrictions on this account which would keep you from transferring the domain name away from 1&1 Internet Inc. at this time. 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 [redacted] policy that can cause this waiting time. For your records, listed below is the authorization code that you will also need in order to transfer your domain name.   [redacted] [redacted]
  If you end up requiring additional assistance with transferring your domain away, please contact our Tech Team by phone at: ###-###-####.   Moving forward, we will watch this account, so that once the domain name has been transferred away, any remaining service will be completely canceled, so that you are not invoiced again in 2017.   Once more, we apologize for any inconvenience that has been caused here.   Thank you.   David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the cancellation of this account, and the balance
being sent to collections
In regard to the voicemail that I left you, all services ordered by our
customers automatically renew unless physically canceled by the customerPrior
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 requiredRegardless of
any expired or inactive payment method being listed on file, you will be
invoiced for renewal of services if the account is still active
In order to assist you further, we are 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 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, this account has been
canceledMoving 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[redacted]
Customer Care
1&Internet Inc
http://www

I am still awaiting the 1.17 that is still not back on my account. Then, I will try again to register my domain name. I believe that with all this confusion and CSR mistakes with the different names, that 1.17 fee should be waived and I should be able to register the domain name for free. Also, the 24-72 hours when did this time begin? Last week or today? So, I'll keep checking my account for those funds.[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]