1 & 1 Internet, Inc

Dear *** *** (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 the voicemail that I left, and the follow up email I sent, the domain name: *** had been
renewed back on 2/7/16, but was not physically canceled until 3/30/16, which is why there was an outstanding balance associated with it. This email confirms that in order to assist you, we are in the process of pulling and waiving this balance from our Collections Team, as referenced to you by our Billing Team earlier todayRadius will remove you from any list that they have, and this has not, and will not affect your credit. Moving forward, you will no longer be billed or invoiced for this domain That being said, our records indicate that the domain name *** is still active under this account, however, it is set to be canceled on 10/5/16. Before we process the cancellation of this account, please confirm with us that this domain name can be terminated immediately, and all services will be deactivated for you Please feel free to contact me for additional assistance via 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

Business charged my credit card for an account that I attempted to cancelI disputed the charge with my credit card companyTheir response to my dispute was insufficientMy credit card company agreed with my dispute and reversed the chargeNow the company is sending me harassing demands for payment, including threatening to refer to a collections agency and add additional feesI have had a terrible experience with this companyI spoke to customer service about this many months ago and thought my account had been closedI followed proper channelsTheir customer service practices are unacceptable.TranslateDesired Resolution / OutcomeDesired Resolution: Billing AdjustmentBilling AdjustmentselectDesired Outcome: I want 1&to discontinue collections attemptsI have excellent credit and their threat to damage my credit is unacceptableI do not want any further communication from this company

[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 the cancellation of this account
In regard to the voicemail that I left you earlier, our
records indicate that the domain name: neighborhoodpreserve.org, along with the
account have been canceled, and the balance of $has already been waivedAny
letter received the day after cancellation about the balance possibly being
handed to our Collections Team can be disregarded, as it was sent prior to the
cancellation and balance being cleared
Moving forward, you will no longer be billed or invoiced,
since this account is no longer active
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.
Regards, *** ***

Dear *** *** *** ** * *** I sincerely apologize for any inconvenience associated with this account Regarding our conversation today (9/9/16), this email confirms that we have waived the balance of $for the unwanted hosting packageAlong with that, we are in the
process of refunding the $charge associated with the hosting feature that was accidentally ordered last year when the domain names were registeredPlease allow 3-business days for this refund to be received Per your request, we are going to downgrade your account to an Instant Domain package, so that the only active features are the domains: ***, and ***, which were reactivated earlier this morning after having been canceledOnce this action has been processed, I will contact you again to confirm it Moving forward, after these changes have been made, you will no longer be invoiced for the unwanted hosting package, as only the domain names will be registered within the 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 the cancellation of your account
In regard to the voicemail that I left, I have processed the immediate
cancellation of this service
To assist you further with this matter, I am refunding both
of your invoicesThis means that you will receive a total refund in the
amount of $47.95, within 3-business days to the credit card ending in “***”
Moving forward, you will no longer be billed or invoiced
under this canceled 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

Dear *** *** (Customer ID #
***),
I sincerely apologize for any
inconvenience that has been caused here
I have had the opportunity to listen to the phone call in
particular regarding the change made with the MyWebsite Hosting package under
this accountListed below is what I have found through our investigation
The agent involved in this case, Latrice, provided full
disclosure regarding the pricing and actions taken on the accountHe offered
two optionsThe first was monthly billing at $per month, and the second
was a promotional deal paid months upfront for $per month for a total of
$He explained that the current invoice is for a higher rate because it
is a month payment that would save $per month due to the promotion
from accepting year of service upfrontHe also stated there would be a
prorated refund for the invoice that had been billed before this in the amount
of $if the package was switchedIt was made clear that
you wanted to switch to $per month for $per year and authorized
the agent to proceedAfterwards, you received a prorated refund in the amount
of $417.62, and were then billed correctly for the new amount of $as agreed to
Prior to this particular matter, in March of you had signed
up for upfront billing (months) as well due to the promotion offered at that
timeIt renewed at the rate here on 3/27/15, which is why you were
invoiced for $Email notifications were sent to the address on file: ***@***.com, before the
auto-renewal occurred in order to give ample time should you have chose to
change the length and or terms of your current hosting package under the
account
That being said, we would still like to offer you something
due to this adverse situation, and have waived the balance of $that was
outstanding for the next year of your servicesWith these free months being applied, your
hosting package is now covered free of charge up until 4/28/Along with
that, we are also issuing a refund of $as a sign of good faith to cover
any overdraft fee(s) that you may have incurredPlease allow 3-business days
for this refund to be processed
Moving forward, at some point before the end of your free
services lasting until 4/28/16, 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: ###-###-####
Once more, we apologize for any inconvenience that has been
caused here
David M***
Customer Care
1&Internet Inc
http://www.1and1.com

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the accessibility of your server
We just received this rejection notification yesterday
(10/22/15), but I know that since the time this rejection was filed after I had
sent my initial response (10/8/15), you and I have worked together in order to
reach a resolutionThe following information listed is for the records kept
and handled by the Revdex.com
I had consulted my System Administrators and worked with
them in order to regain server accessibility, so that you once again had access
to all of your data, which you have confirmed with meI offered you free
months of service for any server of your choice, which you accepted, and as per
our most recent correspondence on 10/15/15, you ordered a new Cloud Server, and
I informed you of the free credits which I have applied to your account for
that particular contract
That being said, there is no outstanding issue at this time
that requires further resolution
Moving forward, you can continue to email me with any
questions or concerns 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

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience that has occurred with the invoice which had generated for the
domain: thesimplemachine.com
Unfortunately, we are currently experiencing a “Billing Bug”
in our system, that is affecting a certain number of customers by generating
invoices for domain renewals after the domain(s) in question has already been
canceled or transferred to another provider
My records indicate that one of my colleagues within the Billing
Team has already reversed invoice #2***($14.99), in order to process a refund regarding
this matterPlease allow 3-business days for this refund to be received
Moving forward, you will no longer be billed or invoiced for
any service since this account has been completely 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 claims to active services, and receiving a declined payment letterPlease understand that we can certainly sympathize with you, in knowing that this is an upsetting, and unfortunate
situationWe 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 websitesIt 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 upRegarding this particular matter and the voicemail that I left today (2/24/17), we have deemed this account as fraudulent, issued an immediate cancellation, and are in the process of clearing the outstanding balance of $ 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 hereThank 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. The reply here from & is very professionalI would like to extend my thanks for their attention on this matterI can say that they have not only met my expectations of a business, but they have exceeded themCaring about the customer is a good thing, and they are showing that here
Regards,
*** ***

Dear *** *** (Customer ID # ***), I sincerely apologize for any inconvenience associated with this account According to our records, automated emails had been sent to you on 6/1/16, 7/11/16, and 8/2/regarding the upcoming change and billing of the Website Builder Extended
Support featureThese emails were to inform you that the current version of the Website Builder that you had used for your website no longer met the latest technological standards and security requirementsFor that reason, it was replaced with the new generation of the 1&Website Builder which offers the latest technology to create a modern and flexible websiteIt was stated in these emails that in order to avoid being billed for the Extended Support feature starting on 8/12/16, you needed to switch over to the new generationDue to the switch not having been made until after the deadline of 8/12/16, you were then invoiced based upon the time frame in which the Extended Support feature had been activeThat being said, we can confirm that your online account cancellation was processed on 9/29/Aside from that, while investigating this matter, I found that the emails you had sent to our Billing Team on 9/26/16, and 10/6/were somehow marked as Spam within our system, which caused them to be automatically closedDue to this, none of our agents ever received them, which caused your issue to go unresolved until you filed this complaintFor that, I truly apologize, as we would have easily waived the balance of $if the case had been processed by one of our Billing Team agentsIn order to assist you further, we are waiving the balance of $2.23, and moving forward you will no longer be billed or invoiced for any services under this canceled accountOnce more, we apologize for any inconvenience that has been caused here. Thank 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
Regarding the payments made via wire transfer, our Accounting Team handles
these matters exclusively at our headquarters, and unfortunately, are not available
to customers via phone or emailFor this reason, the agents you had spoke with
would not have been able to contact *** *** or *** to follow up on
any payment made through themDue to how many times a week the Accounting Team
physically processes the wire transfers, and then allocate them to the
appropriate account, it can take about 2-weeks for all of these actions to be
completed within our system, and made available to the Customer Service agents
Please note, that I am not saying it took 2-weeks for any payment that you
wired to be physically “received”, I am stating that it could have taken 2-
weeks for everything to have been “finalized”, and updated under your account within
our systemIt is reasons such as these, that as previously listed, we do not
accept wire transfers as a form of regular/permanent payment method
In reference to the recent invoice that you received in the
amount of $5.99, as I had offered in my last correspondence, I can assist you
with canceling any unwanted featuresCurrently, the Basic Windows hosting
package is still active within your account, and contains the following domain
names: ***.biz, ***.co, ***.com, ***.info,
***.net, and ***.orgPlease contact me via email to: [email protected], and I will cancel this
hosting package and these domains if they are no longer required, or, per your
request, we can cancel the hosting and keep the domains active under that
contract if you wish to keep themIn the meantime, I have cleared that $
balance for you, and have also added a credit of $to that Basic Windows
package (Contract ID # ***)This means that you have until 6/7/16,
to inform me of the above listed actions that you would like to process under
this particular contract, in order to make sure that you are not invoiced again
for the monthly hostingPlease understand that I am doing this to help, in
order to make sure that any features you may still want under this contract are
not accidentally canceled before being confirmed
Due to the inconvenience you have experienced, aside from
the previous balance having been resolved via wire transfer, I have applied a
total credit of $between Contract
ID # *** and Contract ID # ***, which will be used towards
future domain renewals
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.
Regards,
*** ***

Dear *** *** (Customer ID: ***), I sincerely apologize for any inconvenience associated with your account Our records indicate that one of my colleagues named Christine, located within the Outbound Retention Team, had been communicating with you to reach an agreement and
resolution regarding this matterUnfortunately, once a package has been upgraded, we do not have the ability to revert it back to an older packageI see that Christine had applied a credit of $to your account, in order for you to purchase a new SSL Certificate, and cover the first months free of chargeIt seems that you had accepted this initial offer, but after experiencing further issues with the SSL set up, you contacted our Cancellation Team, requested to set the account to be canceled on 7/1/16, and informed us that you will be transferring your domain names to another providerI apologize that we were not able to provide you with the service you requested, and retain you as a customer That being said, aside from the domain transfer information that had been sent to you, listed below are the authorization codes that you will need in order to transfer the domain names away from 1&Internet Inc *** - *** *** - *** *** - *** At this time, we are currently in the middle of processing a refund for the most recent invoice in the amount of $Along with that, due to the inconvenience caused, I am also refunding the other invoices that you have paid here in Those invoices come out to an additional $This means that you will receive a total refund of $within 3-business days, to the credit card ending in “***” 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.Our records indicate that one of my colleagues Damien, located within our 2nd Level Billing Team, had reached out to you earlier this morning (5/31/16), and was able to reach an agreement
and resolution for you regarding this matterAt this time, he has stated that your account is completely active, and that we will waive the $Chargeback Form fee for you upon receiving the requested information.Moving forward, if you require any additional assistance, please feel free to contact me here in the Solutions Team, either by phone at: ###-###-####, or via email to: [email protected] more, we apologize for any inconvenience that has been caused here.Thank you.David M*** Customer Care 1&Internet Inchttp://www.1and1.com

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
*** *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
***
*** ***

Dear *** *** (Customer ID: ***), I sincerely apologize for any inconvenience associated with your account Our records indicate that one of my colleagues named Tim, here in the Solutions Team had reached out to you on 5/6/16, and you both came to an agreement and resolution
for you regarding this matterAt this time, he has added a credit of $to the account, in order for you to purchase a new SSL Certificate, and the domain names *** and ***, free of charge Moving forward, if you require any additional assistance, please feel free to contact us here in the Solutions Team with the contact information that Tim has provided 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 receiving past due notificationsIn regard to the voicemail that I left you earlier today (8/12/16), this email confirms that the 3rd party company which sends out the physical notifications for
past due balances, had erroneously sent you one in reference to this accountThey are backdated on some of their records, which caused them to send out information that is not accurate given the current status of this accountFor your records, there is no outstanding balance due under this canceled accountMoving forward, there are no further actions that will be required on your sideOnce more, we apologize for any inconvenience that has been caused hereThank youDavid M*** Customer Care 1&Internet Inchttp://www.1and1.com