1 & 1 Internet, Inc

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with this account. According to our records, it seems that the agent who originally assisted you on 9/24/16 had canceled the feature that was invoiced in the amount of $14.97, but left the account...

active even though there were no billable features left. Along with that, in error they did not reverse the invoice in order to clear the balance. Once you had contacted us again on 10/4/16, the balance was in the process of being cleared, and the agent then issued the final cancellation of the account. Due to the invoice not having been reversed back on 9/24/16, this prompted another automatic notification to be sent regarding the outstanding balance. That being said, any balance that does get handed over to our Collections Team, is not reported to any Credit Bureaus, so this has not, and will not affect your credit score. This email confirms that there is no longer an outstanding balance associated with this canceled account. Moving forward, you will no longer be billed or invoiced for any of these canceled services. Once more, we apologize for any inconvenience that has been caused here. Thank you. David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

[redacted] On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with this fraudulent account.   As indicated by the previous response sent by my colleague [redacted] here in the Solutions Team, a physical, hard copy letter has been sent out to you. This letter references that we have pulled and waived this balance of $34.12 from collections, as it was submitted to them due to a system error. You should receive this physical letter shortly, as it has already been processed on our side.   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 occurred, and hope that this helps alleviate any frustration or anguish that had been caused here.   Thank you.   David M[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.  That said, I previously received verbal and written assurance that the account was closed, only to receive threats to send the account to a collection agency. If this behavior repeats itself, I will file another complaint  with the Revdex.com and also file a complaint with the Nevada office of the Atty. Gen.
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 (12/22/16), our records indicate that the renewal of the domain name: herzeleidmeister.com had occurred on 10/5/16, but the...

online cancellation request you made was not submitted until 10/24/16. Due to this, an invoice for the 2016-2017 renewal of the domain had generated on 10/7/16, prior to your request. Even after the cancellation was activated on your side through an automated system email sent to you, the balance of $14.99 remained under the canceled account, as all balances need to be physically cleared by an agent over the phone, or via email that is sent in directly to our Billing or Cancellation Team.   In order to assist you further, we are pulling and waiving the account balance of $33.94 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 service under this canceled account.   Once more, we apologize for any inconvenience that had been caused here.   Thank you.   David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]),   I sincerely apologize for any inconvenience associated with this account. Please understand that we will do everything possible to help resolve this unfortunate situation for you. Our records indicate that we are in the process of refunding...

the charge in the amount of $119.88, that was associated with the List Local feature that has been canceled. Unfortunately, the initial attempt to reverse the charge on 1/24/17, had failed within our system, which is why the charge has not been refunded yet. The refund process takes 3-5 business days, and we do not have the ability to expedite this. Due to the inconvenience, per your request, we are refunding an additional $60.00, on top of the $119.88 refund. You will either receive each one of these refunds individually, or as a lump sum refund in the amount of $179.88, to the credit card ending in “[redacted]”. Please contact us here in the Solutions Team via email to: [email protected], if you require any additional assistance. Once more, we apologize for any inconvenience that had 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 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 (4/3/17), we have deemed this account as fraudulent, issued an immediate cancellation, and are in the process of clearing the outstanding balance of $ 119.88. This email states for your records, that this has not, and will not affect your credit score. Moving forward, there will be no further charge attempts, or 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]), On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with the claims to active services. 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 our conversation yesterday (6/14/17), this email confirms that we have deemed this account as fraudulent, issued its immediate cancellation, and are in the process of pulling and clearing the outstanding balance of $46.91 from our Collections Team. This email states for your records, that this has not, and will not affect your credit score. As well, you will not be held responsible for anything associated with this fraudulent account. Moving forward, there will be no further charge attempts, or outstanding balances due, since 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 the inconvenience associated with your account. Please understand that this unfortunate situation was not intentional. Regarding the charges that you have referenced, as previously mentioned by other agents, when you request...

a new service such as a domain name, there is a test charge issued immediately, which is usually refunded through the bank or financial institution in question within 24-72 hours. This test charge can be for the same amount, as the service in question costs, once the physical invoice has been generated, and attempts to debit your payment method. The reason for this test charge is to: 1) inform our system there is a valid payment method being offered for a service that will be activated afterwards, or 2) so that if this is a fraudulent attempt by someone other than yourself, you will see it within your bank/credit card records so that it can be remedied quickly. However, as mentioned, our billing system does not have the ability to physically debit, and retain, any charge from your payment method, unless a physical invoice has first been generated under your account. I sincerely apologize if you do not agree with this, however, this is how our billing system works, and we have to base this information off of what our records indicate. At this time, only 2 invoices have been generated within your account. You were first invoiced (#[redacted]) on 8/9/16 in the amount of $0.99 for the domain name: [redacted].in, and the payment was successfully processed on 8/11/16. The second invoice (#[redacted]) then generated on 1/9/17 in the amount of $11.17 for the domain name: [redacted].com. Even though you had registered this domain on 12/15/16, invoices for domain registrations can generate within days or weeks of the physical registration date, depending on the accounting date that has been set, from when that Contract ID had been first activated. This payment was never successfully processed, most likely due to the fact that you made sure to keep the balance empty, as you had informed us via email on 1/11/17, because you were under the impression that we had already debited the payment for this domain, and were attempting to charge you again. Due to the payment of $11.17 not having been successfully debited within 15 days of the physical invoice date, the domain: [redacted].com was automatically canceled within our system. That being said, I would like to move forward on a positive note, and focus on what we can do to resolve this matter for you. Due to the inconvenience that has been caused, I am refunding the initial charge of $0.99 that is associated with invoice #[redacted], so that the first year registration of the domain: [redacted].in, is covered free of charge up until 8/8/17. Along with that, we will be reactivating the domain name: [redacted].com, and will cover the next 12 month registration free of charge. I am forwarding a case to our Domain Administration Team so that this action can be processed as soon as possible. You will be contacted further once more information is available regarding the status of the reactivation. Moving forward, if you 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

[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]