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 ***, and find that this resolution is satisfactory to me Thanks!
Regards,
*** ***

Dear *** *** (Customer ID # ***), I sincerely apologize for any inconvenience associated with this accountPlease understand that this unfortunate situation was not intentional, as we inform all customers that our services automatically renew by defaultRegarding the voicemail
that I left today (1/19/17), 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 requiredAlong with that, once the services have renewed, an invoice is also sent to inform you of the charge that will occur shortlyThis is to make sure that the customer is aware that the account is still activeIt 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 debitedOur records indicate that the hosting and domain services under this account had renewed on 4/25/16, but the physical cancellation of the account did not occur until you contacted us on 12/6/16, and requested this actionDue to the service continuing to be active for that long after the renewal had occurred, you received a pro-rated refund in the amount of $once the cancellation was processedIn order to assist you further, we are refunding the difference of $51.96, since you had only been refunded for $of the original $chargePlease allow 3-business days for the refund of $to be processed to the credit card ending in “***”Moving 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

Dear *** *** *** ** * ***
I sincerely apologize for any
inconvenience associated with the cancellation of this account
Regarding your complaint, 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.
As a company, we do offer the ability to cancel an account
online, however, the reason that you had been asked to call into our
Cancellation Team to cancel this account, was to be refunded under our Day
Money Back GuaranteeOur system does not automatically issue this particular
refund (or waive invoice balances) when canceling onlineAside from that, 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
That being said, according to our records this account was
canceled by a Cancellation Team supervisor on 9/25/15, and you were issued a
full refund in the amount of $on 9/28/
Moving forward, you will no longer be billed or invoiced,
since this account has been canceled
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 # ***), On behalf of 1&Internet, I would like to sincerely apologize for any inconvenience associated with your account Our records indicate that my colleague Tim, here in the Solutions Team, had reached out to you via email, and addressed your
billing concerns back on 3/15/For the records of this complaint, that email is listed below ……………………………………………………………………�...⇄ Dear *** *** (Customer ID: ***), Thank you for contacting us My apologiesWe can certainly communicate through emailThe *** *** *** was free for the first year and would renew in JulyYou have not been invoiced for this ***. If you are not utilizing this feature, please reply and confirm cancellation and I would be happy to remove it to ensure you are not billed for this featureAll packages now come with free *** certificateAny old or unused *** databases should be deleted to avoid any unwanted invoicingCustomers manage their own accounts so we would not know what databases are being used In regards to the ***, as a courtesy we have researched this account and have reversed all *** extended support invoicesYou will receive a refund for all *** extended support charges within 3-daysWe send out emails letting our customers know when the *** settings become out of date, we provide a how to guide of updating to the free versionUnfortunately if the customer does not wish to switch the *** for whatever reason they will be invoiced for the extended supportI will address your concerns to our Product Managers for consideration in future updates to the serviceIf there is anything further we can assist you with, or any further feedback you would like to provide, please do not hesitate to replyWe truly appreciate your feedback and we thank you for your patience in this matterIf you have any further questions please do not hesitate to contact usSincerely, Timothy B*** Solutions Manager 1&Internet Inc…………………………………………………………………�...⇄ That being said, I see that yesterday (5/3/17), and today (5/4/17), Matt in the Solutions Team had been in contact with you regarding the current status of the account, and your requests to cancel all servicesMy records show that per your request, Matt has already confirmed with you that this account has been canceled, and we are in the process of issuing a refund in the amount of $Please allow 3-business days for this refund to be processedMoving forward, you will no longer be billed or invoiced again under this account, since all services have been canceled 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 associated with the billing under this account
We are very sorry that the billing structure had not been properly explained, and
per your request, we are refunding all of the invoices which have been
charged under this account, which comes to a total of $ Please allow
3-business days for this refund to be processed to the credit card ending in “***”
To assist you further with this matter, I have canceled the
unwanted packages, Contract ID #***,
and #***At this time, the only remaining package left under your account
is Contract ID #***, with the domain name: ***.com
Moving forward, at some point before the end of your free
services lasting until 2/22/17, you will have to contact our MyWebsite Team in
order to change to a monthly billing structure, as we do not have the ability
to make that change for you within this departmentThey can be reached by
phone at: ###-###-####If you instead wish to cancel this contract as well
(Contract ID #***), than please
contact me via email to: [email protected],
and I will cancel this service too
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 regard to the voicemail that I left, I can confirm that
your account is currently active. You
have complete access to all features and services within your Control Panel at
this time
As it is outside of our scope of support, if you require
further assistance with your MyWebsite Plus hosting package, you will need to
contact the MyWebsite Team by phone at: ###-###-####, or via email to:
[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

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 unwanted contact that you have received
Please understand that we do not send out or sell any of our
customer’s personal informationHowever, it is possible for information such
as email addresses and phone numbers to be seen publicly under *** ***
records, as your domain contact information had been set to public
registration, instead of privateThis matter can be easily resolved by
changing the domain contact information within the Control Panel of any active
accountTypically, we would have made the change for you already since you
filed this complaint, however, we are currently experiencing a bug in our
systemThis bug is not allowing for the change between Public and Private
Registration as seen through the WhoIs records, and our System Administrators
are working on this in order to resolve the problem as soon as possible
Once this bug issue has been fixed, we will set your domain
contact information to private, so that you can avoid further unwanted contact
by 3rd parties
Aside from that, I have issued an escalated case with high
priority, to add your email and phone number to our “Do Not Contact” list
Please allow 24-hours for this request to be processedThat being said,
moving forward you will no longer be contacted by 1&Internet for anything
other than domain renewal/invoice information
Due to the inconvenience you have experienced, we have also
added a credit to your account which will cover the first months of domain
registration through our company free of charge
You will be contacted further once the above listed domain
privacy issue has been resolved
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 Mathew N*** (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 our automatic renewal feature, emails are sent
out at 60, 45, and days prior to any and all domain renewals in order to
give you ample time to process a cancellation if certain or all domains are no
longer requiredEvery company operates differently, and this is done as a safety
measure for our customers, so that they do not easily lose a domain name over a
single declined payment attempt
In order to assist you with this matter, 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 of $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
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***
Customer Care
1&Internet Inc
http://www.1and1.com

Dear *** * ***, I sincerely apologize for any inconvenience associated with the charge in question and claims to active servicesIn 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, ***, *** ***, etc. 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 youWhoever has obtained your credit card information, is using it under an account that does not have your name associated with it, which is why we cannot find the account in question. We would be able to trace the charge that was made in our system by searching our database with the credit card number which was compromised, or, you can simply dispute the charge in question with your bank or financial institutionAfter receiving the refund via the dispute, I would recommend canceling the credit card, as there is no telling if they may try to use your credit card again with us, or any other companyIf you would like you to trace the credit card number in order to find the account that it was charged under, please first contact us here in the Solutions Team via email to: [email protected], and we can arrange a call back with you for further assistanceIf the charge is traced and the account is found, we can then hand that information over to our Security (Fraud) Team so that they can investigate this matter furtherOnce we have received that information, we can find the account in question, and we can begin to work on a resolution to this unfortunate situationWe 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 accountIt had been previously explained to you with your prior Revdex.com
Complaint filed under Customer ID #***, that the domain name: ***.com
would expire on 7/23/15, however, the account itself would be canceled out on 8/1/
Please see the response listed below which provided you with that information
back on 6/24/…………………………………………………………………...⇄ *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the cancellation of the MyWebsite Hosting
package
Regarding this matter, for the security of our customers we
do not cancel accounts/features via email. This is done to ensure that a
Non-Account Holder cannot maliciously cancel services that do not belong to
them. Along with that, we have experienced some bugs in our phone system
recently that may explain any potential issues you had experienced when
attempting to call in
I am sorry if it was not properly explained or notated in
the beginning of setting up this Day Free Trial, that the $per month
rate for this feature moving forward was a promotion offered by paying
months in advanceI will bring this to the attention of our Quality Assurance
Team, so that we can hopefully avoid any issues or confusion associated with
this in the future
That being said, in order to avoid any downtime associated
with the domain name: ***.com, and to allow you to maintain/edit the
current DNS settings, we have changed the date of your account cancellation
You will not be billed for this, as we have already reversed the referenced
invoice in the amount of $83.88, so that there is no payment dueSince the domain does not expire
until 7/23/15, we have set the cancellation date of this account to occur on
8/1/15, which will give you ample time to either transfer your domain name to
another provider, or simply let it expire under this account
Moving forward, you will no longer be billed or invoiced for
any service or feature under this 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
……………………………………………………………………�...⇄ /> That being said, in order to assist you further with this
matter, if you wish to keep the domain name: ***.com, I would be more than happy
to renew it under your name for another year within Customer ID #***,
free of chargePlease contact us via the email: [email protected] in order to confirm if you
want the domain name to be reactivated through this offer
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: ***), On behalf of 1&Internet, I would like to sincerely apologize for any inconvenience associated with being charged for the PHP Extended Support featurePlease understand that this unfortunate situation was not intentional The PHP
feature was originally included for free within your US Unlimited Plus LX hosting packageAt this time, it is now outdated, and is no longer supported by 1&Internet Incunder your hosting packageThere should have been email notifications sent out prior to any invoice(s) being generated, informing you that if the PHP version within your account had not been updated, a quarterly bill would then be charged for the upkeep of a feature that is no longer supported by our systemWe apologize for any potential oversight that had occurred hereIt has been since canceled That being said, our records indicate that your referenced issue occurred in October, it was associated with invoice that had been charged in the amount of $back on Oct 18, 2017, and the refund of $was then posted to the newest invoice due on the accountInstead of invoicing you $for the Unlimited Plus you were charged $9.25. You were charged more times for PHP in this accountAs a courtesy, we are going to refund you for both of those invoicesAs a measure of good faith, I am also going to issue a refund of the latest invoice of $These refunds come to a total of $93.93, and will be submitted back to the same *** account that the charge had been debited from, which was: ***Please allow 3-business days for this refund to be received Also, I wanted to personally let you know that we are submitting those calls to our Quality Assurance team for further possible training, so we greatly appreciate your feedback 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 you Sincerely, Timothy B*** Solutions Manager 1&Internet Inc

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the cancellation of this account
In regard to our conversation earlier today (12/7/15), this email confirms that
I have issued the immediate cancellation of this account, and will be refunding
all invoices that had been billed while the service was activePlease allow
3-business days for this refund in the amount of $to be processed
As discussed, I had found that your account remained active due
to an error made by one of our Cancellation Team representativesI will bring
this to the attention of their supervisor, in order to avoid these types of
mistakes for other customers as well
That being said, 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***
Customer Care
1&Internet Inc
http://www

Dear *** *** (Customer ID: ***), I sincerely apologize for any inconvenience associated with your account Please forgive me for just responding to this issue through your Revdex.com Complaint today (5/11/16), as even though you had submitted it on 4/24/16, we just physically
received if from the Revdex.com yesterday (5/10/16) Our records indicate that my colleague Pat here in the Solutions Team has been assisting you with this over the past weeksI can confirm that the matter has been resolved, as we have received your Chargeback Form, and everything under your account is currently activeAside from the refund of invoice #2***that Pat had processed for you, due to this inconvenience, I have also applied a $credit to Contract ID #***This credit will be used for upcoming domain renewals within that particular package Moving forward, if you should require any further assistance, please feel free to contact us here in the Solutions Team, either by email as you have been doing (***), or by phone at: ###-###-#### Once 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
Per your request, we are pulling and waiving the overall
balance of $from our Collections TeamAlong with that, I have set this
account to be canceled on 1/31/I have done this to make sure that you have
ample time to retrieve any data within this account that you may wish to have
and use moving forward with another providerSince I am having the balance
cleared for service that already renewed, you will not have to worry about receiving
any other invoice prior to the set cancellation date
Please allow 2-business days for the billing flag to be removed
from your accountAfterwards, there will be no locks or restrictions on your
account which would keep you from transferring your domain names away, 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 *** 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
*** * *** *** ***
*** * *** *** ***
*** * *** *** ***
*** * *** *** ***
*** * *** *** ***
*** * *** *** ***
*** * *** *** ***
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***
Customer Care
1&Internet Inc
http://www

Dear *** *** *** ** * *** I sincerely apologize for any inconvenience associated with your account Regarding the issues that you had when contacting us over the phone, unfortunately, we are currently working with a new phone system, and have been experiencing some bugs
which our System Administrators are working on having resolved as soon as possible Our records indicate that you had spoken with my colleague Patrick in the Solutions Team, and that he has since had the outstanding balance of $pulled and waived from our Collections Team Aside from that, I see that the domain name: *** is currently redirecting to the website of: follmanassociates.com as you had requestedIn reference to any emails associated with either of these domain names, there are no email services provided to you under this account, so you would have to contact your email provider regarding any possible email issues that you may be experiencing Moving forward, should you require any additional assistance, please feel free to contact us here in the Solutions Team by email to: *** Once 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 that has been caused here
After investigating this matter, I have found that everything
from our Tech Team’s side works, and the assistance they provided was beyond the
scope of support, as they installed the wordpress application for you. This
was done in order to make sure that the installation was successful, which it
wasThey were also able to confirm that everything from the customer side
works as well, such as connecting to the server through FTPThe errors you had
referenced with our Tech Team seem to be associated with your developer, whom you
said we cannot contact due to the time zone they are located inWe offered a
work around to this issue which was to point the domain name back to the root
directory, however, you declined this optionIf you do not want us to resolve
this issue by making the change that was suggested, then we are unable to
troubleshoot your problem any further without help from you and your developer
We have explained that your developer may be running into issues by using wrong
credentials, having his IP blocked or possibly having a firewall/antivirus in their
computer which prevents his FTP from connecting to the serverOnce again, this
is something that the developer would have knowledge of, or access to since the
error is occurring on their side, not yoursIf our Tech Team was able to
contact him, this matter could be troubleshot properly, and with that
everything would be resolved for you
That being said, due to the inconvenience on the phone, we
would still like to offer you somethingWe are refunding all invoices which
have been generated under your account, and have issued free months of
hosting to both of the Unlimited Hosting packagesWith those free months being
applied, the hosting portion of Contract ID # *** is now covered free of
charge up until 1/9/17, and the hosting portion of Contract ID # *** is covered up until 11/11/
Please allow 3-business days for the refund of $to be processed to the
credit card on file
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

[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. Although the account owner *** still didn't receive the email in his yahoo inbox (the inbox registered with 1and1), I can see the next billing date is 01/23/2016, which is months after nowSo I am satisfy with the compensationI guess the email piece is their technical issue which it is ok for meThanks
Regards,
*** **

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the cancellation of this account
Regarding the voicemail that I left you earlier today (1/4/17), the agent that
you had spoken with on 12/31/16, should have forward
a call back case for you
to the Cancellation Team, since they were not available at the timeIf this
had been done, you would have received a call back within hours so that the
requested cancellation could be processed, and the most recent invoice would
have then been cleared, or refunded
In order to assist you with this unfortunate situation, per
your request I have canceled this account, and we are refunding the most recent
invoice (#202015839544) in the amount of $within 3-
business days
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***
Customer Care
1&Internet Inc
http://www.1and1.com

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the cancellation of this account, and the balance
being sent to our Collections Team
In regard to the voicemail that I left, I can confirm as you had stated that
this account has been canceledMoving forward, you will no longer be billed or
invoiced for this canceled service
That being said, per your request there is nothing I would
rather do to help you here, than refund you for the total amount of $
However, this task has become slightly more difficult since the credit card on
file is no longer activeIf this complaint was filed, and you did not pay *** ***, I could have simply pulled and waived the balance from them for youSince
you have paid *** *** and request a refund, I would need you to provide a
current credit card in order for me to process the refund directly to you
Please understand that I realize this may not be the answer you are looking for,
involving giving us new credit card information, however, this is a system
restriction, and I have no way around it as we do not accept or process/issue checks
I can assure you, that if we speak over the phone, and you
provide a current credit card for this refund to be issued to, there will be no
other charges or activity associated with 1&Internet Incon that card, once
you have received the refund
Please feel free to contact me here in the Solutions Team by
phone at: ###-###-####, or via email at: [email protected],
so that I can assist you further
Once more, we apologize for any inconvenience that has been caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www