1 & 1 Internet, Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***I appreciate the refunding of the money I have lost due to these unauthorised transactionsI'll mark this as resolved once I've received the refund, because my experience with your refund process has been one of the worst everI'll not be doing business with you again
I am rejecting this response because:
Regards,
*** *** ***

Additional Complaints When using the web site builder it adds an extra white line to your "logo" or backgroundI did attempt to resolve, but the Support Team kept deny there was a problemWhen you view your web site "logo" in any IE browser, the web site shows an extra white lineThis is case
***Again, this was never resolved and they tried to keep saying it was my computer and only my computer web browserI tested and this was in fact showing on the external IE web browserThey team never fixed the problem.TranslateDesired Resolution / OutcomeDesired Resolution: RefundRefundselectDesired Outcome: I want a full refund, which was billed for a yearAnd I never agreed to the terms for year in a full paymentThis is a lieThe web ad stated days free trial and after that "per month." & lied to me about submitting a credit on 11/24/I spoke to a bank representative and they "never" submitted any single credit in the amount of They incorrectly billed me twice this year for an entire year without my consentI made a "big mistake" by trusting this company againThe agreement was days free than “per month” after thatThat is the written agreement from their very own web site, which they did not legally followI am also writing this complaint to inform the publicWarning: I am informing the public of the misuse of credit card information and personal data by these companiesThey incorrectly billed me twice this year for an entire year without my consentMy privacy has been violatedI am getting numerous calls and emails from people all over the world trying to do business with mePlease pass this alongAll I tried to do is set up a required academic portfolio with web hostingDo not trust any of these companies below! *** *** * * ** *** * * ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** ***TranslateDesired Resolution / OutcomeDesired Resolution: RefundRefundselectDesired Outcome: I want this company held accountable for its unethical billing practicesThey still owe me from last weekThey stated they gave me creditTHIS IS A TOTAL LIEAs of 11/30/at 10:30am there has been "still" NO CREDIT AUTHORIZED BY THIS COMPANY TO MY ACCOUNTand Customer ID: *** WEB: ***.com *** ***Translate

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 youRegarding the voicemail that I left you today (2/2/17), we 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 actions on our sideLooking into this account, the domain name: ***.com had been canceled due to non-paymentAn invoice in the amount of $had been generated on 10/15/16, which was for the month renewal of the domain, as well as your Unlimited hosting packageWhen a domain name’s renewal payment is not received within days of its invoice date, it is automatically canceled within our systemMultiple emails were sent out regarding this matter prior to the cancellation of the domainThat being said, the hosting packages do not cancel through this same process, so the hosting package remained under your locked account, after the domain was canceledOur records indicate that you resolved the outstanding balance with our Collections Team, and that we physically received the payment on 1/23/While this payment had originally covered the 2016-domain registration, since the domain name was canceled and is available for sale again, it is standard protocol that a new domain registration fee is required in order to reactivate the domain in question. In order to assist you, we will refund your payment of $to the credit card on file ending in “***”, so please allow 3-business days for this refund to be receivedWe would also like to offer the reactivation of the domain name: ***.com to you, free of charge for the first monthsPlease contact us here in the Solutions Team via email to: [email protected], and let us know if you need to change the payment method to receive the refund, if you would like us to move forward with reactivating the domain for you, or if you just want us to cancel the account after you have received the refundOnce 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 the inconvenience associated with your account Please understand that this unfortunate situation was not intentionalWe are constantly working to improve the quality of our service so we greatly appreciate your
feedbackThis information that you have provided is being submitted to our System Administrators in order to help facilitate changes that will make our features and services more user friendlyIn reference to our “Click” policy, you will see by visiting our 1&Principles located here: https://www.1and1.com/1and1principles-hosting?__*** , that the “Click” refers to the upgrading or downgrading of your accountThere is not a “Click” policy associated with the cancellation of the accountRegarding account cancellations, within these 1&Principles you will see “Trial”, which mentions a Day Money back Guarantee, should you decide to cancel, simply by calling in and speaking with Customer CareOur records indicate that you had in fact attempted an online cancellation, however, the VPS are set to a month contract by default, which is why you would need to call in to cancel and receive your refundI apologize if you had any issues when attempting to cancel, but there would be no reason for you to send in an authorization form to cancel an account, unless you were not able to verify the account details with our agents over the phone when requesting a cancellationThat being said, the email address that you referenced through this Revdex.com Complaint (***@***.com) is not the same as the one you had provided as the contact email when this account was set upFor the security of our customers, and to help avoid any malicious activities by Non-Account Holders, I will be contacting you via the email address that is listed under your 1&accountPlease respond to my email, confirm that you wish to have this service canceled, and I will be more than happy to assist you furtherI will also provide you with refund information within that emailMoving 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 your account Our records indicate that this account has since been canceled, and a refund in the amount of $was processed yesterday (5/18/16). You will be able to confirm
with your bank or financial institution that this refund has been received Moving forward, you will no longer be billed or invoiced for this canceled serviceOnce more, we apologize for any inconvenience that has been caused here Thank you David M*** Customer Care 1&Internet Inchttp://www.1and1.com

Dear *** *** (Customer ID #
***),
I sincerely apologize for any inconvenience associated with
your account
Unfortunately, some banks/financial institutions do not
allow for prepaid credit cards to be used for services that have an
auto-renewal service/feature associated with themDue to that, our system is
not able to process payments for these services when they are being renewed
Regarding the auto-renewal of domain names, please see the
information listed below from ICANN under this link: ***,
which states that dependent upon the policies of the registrar in question,
there is the option/ability to have domain registrations set up for auto
renewal
"Registrars have to provide each new registrant with
notice of the Registrar’s deletion and auto-renewal policiesIf the Registrar’s
deletion policy changes during the time of the registration agreement, the
Registrar has to make efforts to inform the registrants of those policy
changesDetails of the deletion and auto-renewal policies have to be displayed
on any website the Registrar operates for domain name registration and renewal,
and the Registrar should also state on those sites any fee that will be charged
for the recovery of a domain name during the Redemption Grace Period (the
day period of time during which the name is in "Pending Delete"
status with the Registry)”
When this account was first set up, it would have been
stated at the time of the checkout that our domain name services are set to be
automatically renewedWithin the Control Panel of your account, you have the
option to turn off the auto-renewal function, in order to avoid any unwanted
renewalsAlong 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
In order to assist your further, we are waiving the renewal
balance of $14.99, and unlocking this accountMoving forward, you will no
longer be responsible for resolving this payment
To transfer your domain, you will just simply need to
contact the provider in which you want to move it to, and initiate the transfer
from their sideOnce this has started, we will be able to release the domain
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 is the authorization code that you will also
need in order to transfer your domain
*** * *** *** ***
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www

Dear *** *** (Account Holder: *** ***/Customer
ID # ***),
I sincerely apologize for any
inconvenience associated with this account
I am very sorry if the service that you had received from
our Collections Team or 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
Due to this inconvenience, I am refunding both the charge of
$71.88, and the late fee of $that had been paid to *** ***Please
allow 3-business days for a total refund of $to be processed to the
credit card ending in “***”
Along with that, we have also applied free months of
hosting to Contract ID #***This means that your Basic Hosting
package, will now be covered free of charge up until 5/16/I hope that this
helps to alleviate some of the frustration which you had experienced
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 attempted 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 compromisedI 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, ***, *** ***, etcAfter investigating this matter further, there is no record of any contact by phone or via email regarding this accountThis unfortunate situation could have been easily handled prior to the Revdex.com Complaint being filed if we had been contactedIn order to assist you, we are waiving the balance of $29.98, so that no declined payments are sent to our Collections TeamMoving forward, there will be no further problems in reference to you being billed by 1&Internet since this account has been canceled due to fraudulent activityOnce 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 your account
Our records indicate that the
domain name: ***.net had physically renewed on 2/1/16, which was the
same day that you had requested the cancellation of this domainWhen a domain
name renews, the invoice can be generated anytime within a couple of days to a
month later, depending on the account date that is set up for the contract that
the renewal falls underDue to this, you received an invoice on 2/25/for a
domain name you had canceled on the same day as its renewal had occurredRegarding
the domain: ***.net, that had renewed on 1/18/16, but was not canceled
until 2/22/It seems that the refund we attempted to provide to you as a
courtesy for that domain, ended up clearing the balance associated with: ***.net
To avoid these types of situations, 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
In order to assist you further, we are refunding you the
$charge that was associated with the domain: ***.netPease allow
3-business days for this refund to be processed to your *** account of: ***@***.com
Along with that, there is no physical lock under your account,
everything is currently active
Once more, we apologize for any inconvenience that has been caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with this account
Per your request, we are refunding you in the amount of $Please allow
3-business days for this refund to be processed to the credit card ending in “***”
Also, we are waiving the balance of $that is associated with the canceled
features
Moving forward, you will no longer be billed or invoiced for
any service under this canceled account, and will not receive any further
notifications from us
Once more, we apologize for any inconvenience that has been caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www

Dear *** *** *** ** * ***, I sincerely apologize for any inconvenience associated with your accountPlease understand that this unfortunate situation was not intentional, and we are doing everything necessary to resolve itThis email confirms that the Additional Virus Scanner
features which you had been previously invoiced for, were already canceled, so moving forward you will no longer be charged for them. Our records indicate that my colleague Tim here in the Solutions Team, had already unlocked your account, so that everything is currently active, and fully accessibleAlong with that, we are currently in the process of clearing all balances under this account, and will drop the Chargeback Dispute from our sideIn order to assist you further with this matter, I have also applied free months of hosting under your Unlimited hosting packageThis means that the hosting portion of your account will not be invoiced again until 10/14/Moving forward, if you require any additional assistance, please feel free to contact us here in the Solutions Team via email to: ***Once more, we apologize for any inconvenience that has been caused here. Thank youDavid M*** Customer Care 1&Internet Inc***

Dear *** *** (Customer ID # ***), I sincerely apologize for any inconvenience associated with your accountThis confirms that we have now reversed invoice #*** in the amount of $If this payment is physically debited from your ***, it will be automatically refunded without any further action being required from your sideThe refunds typically take 3-business days to be processedOnce more, we apologize for any inconvenience that has been caused hereThank youDavid M*** Customer Care 1&Internet Inchttp://www.1and1.com

*** THANK YOU ALL VERY VERY MUCH FOR YOUR ASSISTANCE ***VERY MUCH APPRECIATED
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,
*** *** ***

[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, as soon as I successfully transfer a domain name to another site, I will be satisfied with the resolution
Regards,
*** ***

From: Date: Tue, May 24, at 7:AMSubject: Successful Resolution of Complaint #***To: ***Thank you for your help with complaint ID ***The business 1&Internet has met my desired outcome.*** ***

[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 your account
The credit of $that I previously applied to your
account in order for you to receive a refund, is still listed as pending, and
for some reason has not attempted to process to the *** account of: ***@***.comI will be
manually resubmitting this refund, so that you receive it within the next 3-
business daysAlong with that, I’ll personally watch your account to make sure
that there are no other issues associated with this unfortunate matter
Once more, we apologize for any inconvenience that has been caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with your account
In the event of disputed payments, whether or not they are
waived, the processing time to unlock an account can sometimes take a little
longer than normalAt this time, I have personally looked into your account,
and have found that everything is completely activeYou have full access to
all features and services associated with your domain names, and there are no domain
transfer locks in place
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www

Dear *** *** (Customer ID # ***), I sincerely apologize for any inconvenience associated with this accountRegarding the voicemail that I left you today (2/13/17), our records indicate that you had emailed us on 12/25/16, requesting the cancellation of this account, since you had received
a renewal invoiceOne of our agents replied to your email, asking you to call in to cancel, as for the security of the customer, we do not typically process cancellations via emailIt is for this reason that the outstanding balance remained under this account, causing you to receive declined payment notificationsAt this time, the balance of $has not been handed over to our Collections Team, and there is no $late feeFor the record, even if the balance had been sent to our Collections Team, your credit score would not have been affected, as they do not report this information to any credit bureausIn order to assist you, per your request we are processing the cancellation of this account, and are clearing the $balanceMoving forward, you will no longer be billed or invoiced again for these canceled services Once more, we apologize for any inconvenience that has been caused hereThank youDavid M*** Customer Care 1&Internet Inchttp://www.1and1.com