1 & 1 Internet, Inc

Dear *** *** (Customer
ID
#***),
I sincerely apologize for any
inconvenience that has been caused here
Regarding your email matter, I have had my System
Administrators investigate this referenced issue furtherThey have informed
me, that the problem was associated with our SpamAssassin filtering. A bad
rule was accidentally put into place and then subsequently removedSince then,
all SPAM filtering should have returned to normal, as this was purely a
technical matter that caused issues for all *** *** customers
Moving forward, you should no longer be experiencing these problems
That being said, we are refunding your most recent invoicePlease
allow 3-business days for a refund of $to be processed to the
payment method on fileAlong with that, we have applied free months of
hosting to your accountThis means that the MyWebsite hosting portion of your
account will not be billed again until 1/27/
Once more, we apologize for any inconvenience that you have
experienced
David M***
Customer Care
1&Internet Inc
http://www

Dear *** *** (Customer ID #***), I sincerely apologize for any inconvenience associated with the cancellation of your account Our records indicate that the outstanding balance of $had been waived by the previous agent that you spoke with on 4/29/Along with that, in
order to avoid any other issues regarding payments of any kind, we have set an immediate cancellation on this account 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

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Thank you for your responseI appreciate you forwarding my complaint to Cory P***, however I doubt that will resolve the issueCory P*** is another admin on the website along with the other admin I have this issue with, *** ***I find it hard to believe he wasn't aware of what his other administrator was doing, especially when that admin wrote about it right on their webpage in a thread dedicated to what they did to meI understand you do not host the website, but you are the registrar, you must have some sort of power you could exercise over the website when they commit crimes, no? You can try forwarding the complaint to Cory P***, however I highly doubt the issue will be resolved, since now there website has started writing slanderous and defamatory comments about myself and Michael B***They stole an image of Michael B*** and created a card to be sold with a set of cards that their website is selling, meant to damage the reputation of Michael B***; an image they sent us with a description of Michael that is quite cruel and maliciousIn addition to the money that they have stolen, they are engaging in a lot more crimes, all of which myself and Michael B*** have evidence ofIf you can't help resolve this situation to get the website shut down, surely you can tell me who I could contact to achieve that solution based on the evidence I have
Thank you
*** ***
Regards,
*** ***

Dear *** *** (Customer ID # ***), I sincerely apologize for any inconvenience associated with your accountIn regard to our conversation today (7/21/16), this email confirms that the balance of $is being pulled and waived from *** ***, and that this has not, and will not,
affect your creditAlong with that, per your request this account has been canceledMoving forward you will no longer be billed or invoiced for any of these canceled servicesOnce more, we apologize for any inconvenience that has been caused hereThank youDavid M*** Customer Care 1&Internet Inchttp://www.1and1.com

*** *** *** *** ** * *** On behalf of 1&Internet, I would like to sincerely apologize for any inconvenience associated with your account Regarding the voicemail that I left today (5/15/17), this email confirms that we are refunding both April of invoices,
that were associated with the unwanted Unlimited hosting package, and a domain namePlease allow 3-business days for a total refund of $to be processed Along with that, per your request we are processing the cancellation of this account, so that moving forward, you are no longer billed or invoiced for any of these services Please contact us here in the Solutions Team if you require any additional assistanceWe can be reached by phone a** *** ** *** *** *** *** Once more, we apologize for any inconvenience that has been caused here Thank you David M***
*** ***
*** *** ***
***

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the charges in question and claims to active
services
In regard to our conversation, I can confirm that this
service has been canceled due to fraudulent activityAs discussed, through the
dispute that you have filed through your bank or financial institution, you
will receive refunds for all charges that were processedOur records indicate
that a total of $had been debited from your credit card
Moving forward, there will be no further problems in
reference to you being billed by 1&Internet Incsince this account has
been canceled due to fraudulent activity
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 ***, Although it took little longer but 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 account Regarding the voicemail that I left today (1/9/18), this email confirms that the auto-renewal function of this account was
turned off on 10/16/17, which was the same day that the new invoice had generated, since the hosting package under the account had renewed on the day prior (10/15/17) Honestly, I am not quite sure why any of our agents would have told you that there was a $cancellation fee, as we do not require a fee of any kind in order to process the cancellation of a service, and account that is no longer neededIn order to assist you with this unfortunate situation, we are pulling and waiving this balance of $from our Collections Team, so that this account will no longer have any outstanding payment dueRest assured that 1&under no circumstances ever reports collection efforts to any Credit Bureau, meaning that your credit score has not, and will not be affectedPlease disregard any further notification that you may receive about this balance, as it can take 3-business days for the removal of it to be completely processed Moving forward, we have processed the cancellation of this account, so 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

Dear *** *** (Customer ID # ***), I sincerely apologize for any inconvenience associated with your accountYou have had extensive case history here lately as you have been corresponding with our Social Media Team in order to receive assistance regarding this unfortunate situationAs
previously mentioned by my colleagues, if someone calls in and can verify enough of the account information, we will assist them as wellWe will not just assist someone without them confirming the proper account information, as they must be verified firstMany people have accounts in their name, but have their web developer call in to make changes since they do not know how to do it themselvesOur records indicate that the person you claim to have hacked your account, was able to verify the name, mailing address, email address, credit card information, etcWe did not give provide this information to them, as they had already obtained it, which allowed him by what we require, to receive assistance with changing the email address on fileI also see that you had referenced that your *** and *** accounts were also hackedThis makes it seem that someone may have gained access to a personal device of yours, which could have led to this situation as well depending on what kind of personal information became available to themAt this time, I see that my colleagues have assisted you with changing the email address on file back to your personal one, and that you were instructed to change the password under the account as wellAside from that, you can also set up what is called a Support PIN, that would be used to verify your account when calling inThis Support PIN can be anywhere between 4-numbers, and we could notate under your account to only provide phone assistance if that particular information was first confirmedThat being said, after investigating this further, I also found out that you had contacted our Legal Team yesterday (6/20/16) as well, requesting to have a copy of the recorded call from 5/14/sent to youMoving forward, they will be contacting you shortly and handling this case as they are the only ones within the company that have the ability and authority to manage customer requests regarding recorded calls being providedOnce 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 and cancellation of your accountRegarding the voicemail that I left, per your request, this email confirms that your account has been canceled, and that we are submitting a refund
in the amount of $to the *** account associated with the email address of: ***@***.comPlease allow 5-business days for this refund to be processedThat being said, moving forward you will no longer be billed or invoiced for this canceled serviceOnce 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 has been caused hereFor the records of this Revdex.com Complaint, please see below for a copy of the email that I had sent to you earlier today (1/27/17), regarding our attempt to resolve this caseDear ***
*** (Customer ID: ***), Thank you for contacting usI sincerely apologize for any inconvenience that has occurred herePer your request, I attempted to call you at 12:PST, and your voicemail was full, so I could not leave a messagePlease understand that this unfortunate situation was not intentional, and I will do everything that I can to assist, and have this matter resolved favorably for youWe do not have the ability to receive checks as a form of payment, or issue checks as a form of refund. I do not have a problem providing you with the desired refund in the amount of $782.38, however, it will have to be processed to the payment method on file, whether it is a credit card, or a *** account. When you respond to this email, please indicate if the refund can be provided to the credit card on file that ends in "***", or if you would like to receive the refund to a different payment method, that you then update within your accountRegarding the charges for the PHP features, you should have received email notifications prior to any invoice(s) being generated, informing you that if you did not upgrade your PHP version within your account, a quarterly bill would be charged for the upkeep of a feature that is no longer supported by our system within your hosting packages. We can resolve this issue, and avoid any further invoices associated with these outdated PHP features one of two ways. The first option, any contract under this account that you wish to have canceled, will also cancel the associated PHP feature that is contained within it. The second option, for any contracts within your 1&account that you may wish to retain, once specified, we can upgrade the outdated PHP feature(s) to a new one that is included for free, since it is still supportedListed below is a breakdown of all active contracts/packages within your account, and the domain names associated with them. Please look over this list, and reply to this email informing me of which contracts you would like to be canceled, and as referenced above, indicate if the refund of $can be processed to the credit card on fileContract ID #*** Beginner *** Hosting Package - ***.com Contract ID #*** Beginner *** Hosting Package - ***.com Contract ID #*** Beginner *** Hosting Package - ***.** Contract ID #*** Beginner *** Hosting Package - ***.org Contract ID #*** Beginner *** Hosting Package - ***.com, ***.com Contract ID #*** Beginner *** Hosting Package - fortbraggchurch.org Contract ID #*** Beginner *** Hosting Package - ***.com Contract ID #*** Beginner *** Hosting Package - ***.com Once you have responded with the information as requested above, I will be able to move forward with processing these actions, along with the refundIf you have any further questions please do not hesitate to contact usOnce more, we apologize for any inconvenience that has been caused hereThank youSincerely, David M*** Solutions Manager 1&Internet IncThank youDavid 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 Heidi Parsons (Customer ID
#
***),
I sincerely apologize for any
inconvenience that has been caused here
Regarding our domain renewals, when visiting our main
website (1and1.com) there is a “Domain Names” tab listed towards the top left
that directs you to where the information for all domains and prices areMost of the time, for new customers and/or new
domain contracts being added to an existing account, there will be a first year
promotional rate indicated in yellow to the right of the original price that is
crossed outIf looking to purchase a new domain, once you input the name and
go through the checkout process, you will be informed of whether or not you’re
eligible for the promotion, based on its parametersAs mentioned above, the
promotion may only be available for completely new account orders, if that is
the case, you are billed the standard domain rate for the extension being
ordered/renewed annuallyNow I understand that the difference between the
promotional and standard rates listed on the website could be detailed better
to avoid any confusion, and I apologize for thatI will be taking your
feedback through this complaint and using it as a reference point for the
higher ups, to explain that we need to make absolutely clear what you are going
to pay for a standard domain renewal on the websiteAlso, our first level
agents have been trained in assisting customers with the prices billed every
year for a standard domain renewal, so I will be investigating any reason as to
why you experienced an issue with receiving that information from them
That being said, we send out domain renewal notifications at
60, 45, and days prior to the renewal date(s), so that the customer has
ample time to transfer or cancel the domain name(s)This information, along
with declined payment information is always sent to the email address listed on
fileIn this case, the email provided was: ***When
a payment does decline, we give the customer a day grace period prior to the
account being locked, while continuing to send emails about the outstanding
balanceSince the domain names belong to the person that has registered them,
you can still transfer them to another provider while your account is locked
It may take a little longer since you cannot obtain the auth codes through the
Control Panel, but upon request, we will provide them to you
As much as I regret having heard about this unfortunate
situation, I appreciate your honest feedback which can be used to help improve
upon our service and overall practices
Once more, we apologize for any inconvenience that you have
experienced
David M***
Customer Care
1&Internet Inc
http://www

Dear *** *** (Customer ID # ***),
I sincerely apologize for any inconvenience
associated with the cancellation of this account
As per the email notification that I sent you yesterday
(5/5/15), in regard to this particular matter, we are clearing the due balance
of $that was associated with the disputed charge so that you are no
longer responsible for any payment being made to 1&Internet
That being said, we have also issued the immediate
cancellation of this account per your request.
Moving forward, you will no longer be invoiced for any services under
this account since it 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
#
***),
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, ***, *** ***, etc
After investigating this matter further, I can confirm that
the service has been canceled due to fraudulent activityAlong with that, we
are waiving the outstanding balance of $
Moving forward, there will be no further problems in
reference to you being billed by *** Internet since this account has been
canceled for fraudulent activity.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 your accountPlease forgive me for just responding to this issue through your Revdex.com Complaint today (6/9/16), as even though you had submitted it on 5/28/16, we just physically
received if from the Revdex.com yesterday (6/8/16)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 inThat being said, our records indicate that this matter had already been resolved, as the account has been canceled, and you were refunded in the amount of $on 6/2/Moving forward, you will no longer be billed or invoiced for any of these canceled servicesOnce 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 this accountRegarding the voicemail that I left you, the invoice in question had been generated because the domain names under the account were canceled, but the ***
hosting package which is a separate entity, remained activeIn order to assist you further, we have reversed the invoice in the amount of $71.88, so that if you are physically debited for the payment, you will be automatically refunded within 3-business daysAlong with that, for your records this account has been canceledMoving forward, you will no longer be billed or invoiced for these servicesOnce 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 this account Please understand that this unfortunate situation was not intentional, and we are going to do everything necessary to resolve it Regarding the
voicemail that I left you earlier today (1/10/17), the initial cancellation request that you had submitted was only for the domain name: ***Since domain names and hosting packages are separate entities, only the domain name was deactivated on 12/1/16, and the hosting package renewed for an additional months, which is why you received an invoice on 12/3/Afterwards, on 12/4/16, you submitted an additional cancellation request for the remaining hosting service under this contractEven though the cancellation request was being processed through our system, it did not automatically reverse the outstanding balance In order to assist you with this matter, this email confirms that this account has been completely canceled, and we are clearing the balance of $ Moving forward, you will no longer be billed or invoiced for any service under this canceled accountOnce more, we apologize for any inconvenience that has been caused here Thank you David M*** Customer Care 1&Internet Inchttp://www.1and1.com

To,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.I hope they don't create a problem during domain renewal
Regards,
*** ***

Dear *** *** (Customer ID # ***), I sincerely apologize for any inconvenience associated with your accountOur records indicate that my colleague Matt here in the Solutions Team had helped you resolve this matter between yesterday, and today (5/31/16)Per your conversation with him, I can
confirm that the domain names: ***.com, and ***.com have been restored within your account, and that we are also waiving the reactivation and renewal fees so that you are covered free of charge for those particular registrations up until 5/28/Aside from that, please feel free to contact us here in the Solutions Team if you require any additional assistanceOnce more, we apologize for any inconvenience that has been caused hereThank you for your time and patience regarding this caseDavid M*** Customer Care 1&Internet Inchttp://www.1and1.com