1 & 1 Internet, Inc

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with this account
Our records indicate that the unwanted Business Mailbox has already been
canceled, and a refund associated with this in the amount of $was issued
on 12/4/Please confirm this refund with your bank/financial institutionYou
would have been made aware of this action taking place, however, unfortunately
the agent that processed the cancellation and refund did not contact you via
emailI apologize for this miscommunication
In order to assist you further with this matter, I have
issued free months of hosting to your Business packageSince this service is
currently paid for until 2/3/16, this means that the hosting portion of your
account will now be covered free of charge up until 8/3/
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 unwanted contact that you have receivedPlease understand that this unfortunate matter was not caused intentionally, as 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 ICANN’s WhoIS records, if your domain contact information had been set to public registration, instead of private, when it was first registeredRegarding the voicemail that I left you today (4/5/17), after looking over your account, I see that the most recently registered domain name is: ***.com, and that it’s currently set to public registrationIn order to assist you, I have changed it to private registration, which should help to reduce, and eventually eliminate the unwanted contact that you are receivingDue to the inconvenience caused here, we have also added a credit to your account, which will cover the first year of domain registration for: ***.com, free of chargeOnce 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

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 which you have
experienced
Unfortunately, since this is an issue that is related to web
content which is not hosted/provided through our company, there is nothing
further that I would be able to do in order to assist you
The best course of action that I can suggest moving forward,
would be to contact our Legal Team to see if they can advise you on what other options
may be availableThey can be reached via email 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 *** * ***, 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 youIn regard to the problem that you have brought to the attention of the Revdex.com, please send the account number or name that is
listed as the account holder in replyOnce 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 that has occurred with this account having been locked, due to
being billed for an unwanted service
At this time, we have set an immediate “Contract Unlock” request
within the system , and your account is back up and runningI have checked
your website: ***.com, and it is currently active online
Our records indicate that the unwanted feature has already
been canceled, so moving forward, you will not be billed or invoiced for that service
again
In order to
assist you further, I am refunding both invoices that have been charged, invoice
#*** ($1.17), and invoice #*** ($19.99)Please
allow 3-business days for a total refund of $to be processed to the
credit card ending in “***”
Along with that, due to this unfortunate
situation, I have also issued a credit of $on the account, that would
cover your 2016-domain registration
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www

[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 Please take out my address, email and cr before my response is public.
Regards,
*** ***

Dear *** *** *** (Customer ID # ***), I sincerely apologize for any inconvenience associated with your account At this time, if you have not already, please double check with your bank or financial institution to confirm if your refund of $has been receivedIf for some reason it has not been processed, please send a copy of your billing statement to: ***, so that I can reapply the refund to your account in order to make sure that it has been properly taken care of for youOnce 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 as Answered]
Complaint: ***
I am rejecting this response because: I am still receiving emails that my bills is overdueThey have yet to fix it
Regards,
*** ***

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the cancellation of this account
Regarding the cancellation of features/service, it is
possible to cancel only the domain names, and not the hosting package(s)This
is an option as domain names and the physical hosting packages are two separate
entities, as they have their own unique functions and capabilitiesFor
instance, some people only have hosting through our company in order to maintain
their website and manage emails with us, while they have the domain name(s)
associated with that hosting registered with another providerThis also gives
customers the ability to cancel some of their domains or other services no
longer needed, and keep what they are still interested inOnce you have issued
any kind of online cancellation, the email confirmation that you receive has
generic wording due to how many different cancellation variations are possible,
since you may be canceling certain domains/features, or the entire account
However, aside from the wording, the notification still specifically lists which
features and or services are associated with that requested cancellation, or
transfer if a Change of Provider is selected for the domain(s)
In this particular case, it seems that the domain names
listed under your account had been selected and referenced within your email
confirmation, but the hosting package was not part of the action processed
onlineI apologize for any misunderstanding possibly caused by the online
cancellation process, or if you feel that you were mislead by the contents of
the confirmation email, as that was certainly not our intention
That being said, I see that some of my colleagues within the
Solutions Team have already reached out to you regarding the requested resolution
for this accountIt has been confirmed that all services listed under your
name have been canceled, and we are also in the process of refunding the
charges associated with this unfortunate circumstance, dating back to March of
this yearPlease allow 3-business days for this refund of $to be
issued to the *** payment method linked to: ***
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

[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.]Dear *** ***, I appreciate the fact that you've reached out to me regarding this issue I will contact you via telephone to speak to you regarding the resolution.*** ***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 that has occurred here with your account
In regard to the conversation we had on Monday, August 31st
2015, domains and hosting packages are separate entitiesDue to this, the
hosting package remained active under your account after you transferred the
domain name to another provider, which led to a new invoice having been generated
As you and I had discussed, we have issued the immediate
cancellation of this account, and are waiving the balance of $Moving forward,
you will no longer be billed or invoiced for these services, since the account has
been deactivated
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www

[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 that has been caused here Regarding this particular matter, within our Solutions Team here, we do not have the ability to remove content from the hosting package of a customer if the request has been made by a Non Account
Holder In order to receive additional assistance regarding this unfortunate situation, and see what your options are, you would need to contact our Legal TeamThey would have the ability to assist you with a case such as thisThey can be contacted 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

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the cancellation of this account
According to our records, you had last called us on 5/26/14,
after speaking to our Tech Team, you asked to speak with our Cancellation Team
I can see that the agent then assisted by transferring your call to the Cancellation
Team, however, there are no other notes or actions listed under your account after
thatIt seems that by error the call may have been dropped, which led to no
physical cancellation taking placeDue to this, the account remained active
and you were invoiced in the amount of $on 5/28/
I cannot explain why our phone number would not have been
listed under your bank/credit card statement, as in my experience, our Billing
Team phone number along with our mailing address is associated with all charges
on the statementsWe also have contact information on our website’s homepage
That being said, in order to assist you with this matter, we
are refunding the most recent payment of $71.88, and have issued an immediate
cancellation for all services under your accountPlease allow 3-business
days for this refund to be processed
Moving forward, you will no longer be billed or invoiced, and
your personal information is being deleted off of our system, 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

Dear *** * ***, I sincerely apologize for any inconvenience associated with this issueIn 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, ***, *** ***, etcThe IP Address that you have referenced may have been used by the individual that has gained access to your personal information, and is associated with their particular service that is provided by 1&Internet IncAt this time, there is no record of any contact made to us via the email address that you have provided (***@***.com), so I apologize that I cannot find that correspondence, and that no one would have responded to any previous emails that you had sentIn order to investigate this matter further, I would recommend contacting either our Billing or Security/Fraud TeamThe Billing Team can be reached by phone at: ###-###-####, or via email to: [email protected], and would be able to run a trace against your credit card within our database to find which account(s) has debited funds associated with that cardHowever, due to the nature of this situation, I feel that your best course of action would be to contact the Security/Fraud Team by phone at: ###-###-####, or via email to: [email protected] would be able to assist further with any fraudulent activity that you are experiencing.Once 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 caused here
In regard to the voicemail that I left, there unfortunately is
no option available to change the billing date/billing cycle for your hosting
package, as it correlates to the date of inception for the account
According to our records, this account was set up in April
of 2008, and the hosting portion of this account has billed in month increments
every April and October sinceEmail notifications are sent out prior to the
attempted charge of serviceIn your case, the email address that we have on
file is: ***
Referencing your most recent invoice (#***), an email was sent to
you on 4/20/stating that we would be charging you for the next months of
service, the attempted charge declined on 4/22/15, at which time another email
was sent stating that the payment had not processedWe have since been able to
process the payment from the contact you made with our Billing Department
yesterday (5/6/15)
That being said, in order to assist you with this further, I
will refund this most recent charge of $52.38, which means that you will be
covered free of charge up until 10/20/Please allow 3-business days for
this refund to be completed and returned to you
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www

Dear Matthew S*** (Customer ID # ***), I sincerely apologize for any inconvenience associated with the claims to active services, and the charge against your credit cardPlease 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 upMy records indicate that my colleague Patrick, here in the Solutions Team, had spoken with you yesterday (2/7/17) regarding this matterAs referenced during your call, he informed you that our Security Team has already deemed this account as fraudulent, issued an immediate cancellation, and is in the process of removing all of your personal informationIt is also notated that you have disputed the payment of $23.51, in order to receive a full refund of this fraudulent charge through your bank or financial institutionThat being said, after investigating this issue further, I have found some information that you may find helpfulThis account has not been active for months, it was activated on 1/29/17, and at that time, you would have had a test charge in the amount of the first invoice that would be generated ($23.51)The reason that you would have seen that, is because anytime a credit card is entered into our system, the test charge is applied to: 1) inform our system there is a valid payment method being offered for any service that may in fact be activated and charged afterwards, or 2) so that if this is a fraudulent attempt by someone other than yourself, you see it within your bank/credit card records so that it can be remedied quicklyHowever, as mentioned, this initial charge, would have only been a test attempt, and is typically returned to the credit card in question within 24-hours, unless your bank or financial institution has a different policy on their holding/test charge reversal times. After the test charge had been processed, an invoice in the amount of $was then generated on 1/31/17, which led to your credit card being physically debited for $on 2/2/Moving forward, there will be no further charge attempts to your credit card, 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

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience that had occurred with this account
Our records indicate that there
had been some questions/requests about changing the ownership of this account at
certain points while it had been activeHowever, most of these references were
made by Non Account HoldersThere were many occasions in which our agents sent
the person communicating with them via phone or email the link to the Change of
Ownership form, without us having received the filled out form with appropriate
documentation afterwards
In reviewing the documents and Change Of Ownership forms
that were eventually submitted while the account was still active, and after it
was canceled, we had found that there were areas in which certain account
information requested was missing, incorrect, or not completely visiblePlease
understand, that for these types of requests, there are certain processes which
must be followed, not just for legal reasons, but also for the security of our
customersWe need to have safeguards in place to protect against a possible
Non Account Holder attempting a malicious action against a customer/accountAll
other account information with the exception of the Account Holder’s name can
be simply changed within active accounts by logging in with the password and
Customer ID numberIf the password is forgotten or misplaced, a password reset
can be sent to the email address listed under the account
Regarding providing access to this account and continuing to
move forward with changing the ownership if given the proper documentation, we
would be unable to do so at this time, since the account was canceled back on
1/12/due to excessive non-paymentThe last owed invoice for service under
this account was generated on 4/4/Even though this payment had not been
processed, as a courtesy, we still renewed the registration of the domain name:
***.org for another year on 9/25/14, up until 9/25/Any time that an
account has an outstanding balance for 8+ months, it is automatically set to
terminate within our system
As of 3/17/15, the previous outstanding balance had been
resolved, but as notated, it occurred after the cancellation, so we do not have
the ability to reactivate any web space/files which existed during the life of
this account
That being said, in order to move forward with keeping the ownership
and registration of the domain: ***.org, you will need to either
transfer it to a new 1&account with details for the new owner, or
initiate a transfer of the domain from another provider of your choicePlease
make sure to initiate any transfer at least days prior to the
renewal/expiration date of 9/25/For your records, here is the Auth Code of
the domain: *** If assistance
is required in regard to transferring the domain name, please contact our Tech Team
by phone at: ###-###-####
Once more, we apologize for any inconvenience that has been
caused by this unfortunate situation
Thank you
David M***
Customer Care
1&Internet Inc
http://www

Dear *** *** (Customer ID #***), I sincerely apologize for any inconvenience associated with the cancellation of your accountRegarding the voicemail that I left, our records indicate that one of the agents you dealt with recently had processed the requested cancellation, and submitted
the refund in the amount of $Earlier today this refund was released to your *** account, so at this time, the return/availability of the refund in question is based entirely upon the holding time/process that *** may have in place prior to making these funds available within your account. That being said, 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