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1 & 1 Internet, Inc

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1 & 1 Internet, Inc Reviews (429)

Dear *** *** (Account Holder: ***
*** -
Customer ID # ***),
I sincerely apologize for any inconvenience associated with this
account
In order to assist you with this unfortunate situation, we
are pulling and waiving the overall balance of $from our Collections
Teams*** *** and *** *** will remove you from any list that they
have, and this will not, and has not, affected the credit of the Account Holder
No more money will be owed on this account, and you will no longer be required
to contact ***, ***, or 1&Internet regarding this matter
To transfer the domain(s), you will just simply need to
contact the provider in which you want to move them to, and initiate the
transfer(s) from their sideOnce this has started, we will be able to release
the domain(s) via a transfer to that other registrarThe process of
transferring a domain can last between 3-days, which is a process that we do
not have the ability to expedite, as it is ICANN policy that can cause this
waiting time
For your records, listed below is the only domain name left under this
canceled account, along with the authorization code that you will need in order
to transfer this domain
***.com - authorization
code: *** (Expires on 9/17/16)
Moving forward, you will no longer be responsible for any
payments under this canceled account
If you need any additional assistance in reference to this case,
or information on any domain names that had been previously registered within
this account, please contact our Solutions Team via email at this address: [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 associated with this account Regarding the voicemail that I left you today (3/22/17), this email confirms that per your request, we are canceling this account, and pulling and waiving the balance of
$from our Collections TeamPlease note, that any balances previously handed over to them, do not affect your credit score, as they do not report to any credit bureausAs mentioned within my voicemail, please disregard any physical notification that you may receive about this balance being owed to our Collections Team, as it usually takes 2-business days for the balances to be cleared off of their sideMoving forward, if you require any additional assistance, please feel free to contact us here in the Solutions Team by phone at: ###-###-####, or via email to: [email protected] being said, 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

** *** ***
I have received your response through the Revdex.com *** * *** as such I have reopened your case with 1&I attempted to reach you by phone, however I was unable to reach youIf you prefer to contact me by phone, I am usually available Mon-Fri 8am-4pm EST at I would also be happy to reach out to you again if there is a time that is more convenient for youI can also be contacted by email at ***After reviewing your account, I found that, in addition to the $charge that was recently refunded, a $charge was processed back in March for the annual renewal of your *** *** *** and $was processed in February for the annual renewal of your *** *** *** ***To clarify, at the time payment processed, the charges were valid because the account was active and not yet been canceledWe found that the Auto-Renewal of your account was turned off after these charges already occurred, essentially making sure that they would not renew again next year in Feb/March of 2018.Understanding that your goal was to cancel services immediately, as you did not intend to renew and pay for these services this year, we are extending an additional courtesyNormally, canceling a service within a contract term offers a prorated refund, however, as a courtesy for any inconvenience, I am having both charges reversed in full for $and $respectfullyIn total, a refund for $will be provided in addition to the $already receivedAssuming the payment method on file is still valid, this refund should post to your credit card within business days. In summary, your 1&services are canceled in full, no new charges will apply, and we will be sure you receive the aforementioned refund in fullI hope this information and gesture adequately address your concernsAgain, our apologies for any inconvenience, and we appreciate your patience in this matterIf you have any questions or concerns please do not hesitate to contact us and we would be happy to help.Best,Matthew P***
*** ***
*** *** ***

To whom it may concern,Regarding complaint number # ***, I have reached out to *** *** by phone as requested, however I was unable to contact him directlyI left a voice mail with my information and informed him that the issue with his domain (***.**) has been resolvedWe
have also recently updated his domain's IP address so that it is linked to his website, which is currently up and running onlineAs a courtesy in light of issue and inconvenience experienced, we have provided the first two years of registration free of charge Since the first two yearly registration fees were already paid, we have reversed these charges and a *** *** should receive his refund within the next ten daysAll pertinent details were provided in an email to *** *** at the email address on file for his accountShould he have any further questions or concerns he is encouraged to reach back out to us and we would be happy to help.Thank you,Matthew P***Solutions Manager, 1&Internet*** [email protected] 8AM-4PM EST

Dear *** *** (Customer ID # ***), On behalf of 1&Internet, I would like to sincerely apologize for any inconvenience associated with a delay in receiving your refundPlease understand that this unfortunate situation was not caused intentionallyRegarding our conversation today
(4/6/17), the initial refund attempt did not process, as it cleared out a balance associated with another invoice that had recently generatedUpon the second attempt, it seems that the refund did not process due to a system errorOur records indicate that the $refund is now set to be successfully processed, however, due to the inconvenience caused, we are going to refund you in the amount of $Please allow 3-business days for this refund to be receivedIf you should require any additional assistance, please feel free to contact us here in the Solutions Team via email to: [email protected] more, we apologize for any inconvenience that has been caused hereThank youDavid M*** Customer Care 1&Internet Inchttp://www.1and1.com

*** *** *** *** ** * *** 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 (5/19/17), this email confirms that this account was already canceled per your
request Our records indicate that there had been an online cancellation attempt at one point under this account, however, the confirmation link sent to your email in order to confirm and process the cancellation, was never activatedThis is a security precaution in place to make sure that your account cannot be canceled online by a Non-Account HolderDue to this, the account remained activeAlong with that, we did not receive any contact via email or by phone, from July 25th of 2012, to January 3rd of Since we had not been contacted during this time frame, we were not able to assist you further with the cancellation of your account After investigating this matter further, we have found that the last physical payment we had received under this account was on 8/31/Due to this, and not having been contacted by you for an extended amount of time, we would not be able to refund years of service to youIn order to assist you, we are willing to pull and waive all balances from our Collections Team for this accountAfterwards, we will then refund the previous months of payments that were successfully debited between August of 2015, to August of This would result in a total refund of $Please allow 3-business days for this refund to be processed Please contact us here in the Solutions Team if you require any additional assistanceWe can be reached by phone *** *** ** *** *** *** *** Once more, we apologize for any inconvenience that has been caused here Thank you David M***
*** ***
*** *** ***
***

[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:Irrespective of that fact that 1andcaused my website to go down for week and the cost of endless international support costs, they still owe me $Not a big amount, but a nightmare company to deal with
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear *** *** (Customer ID # ***), I sincerely apologize for any inconvenience that has occurred here, and please understand that this unfortunate situation was not intentionally causedRegarding our conversation today (3/22/17), this email confirms that we are issuing the immediate
cancellation of this account with the domain name: ***.com, along with clearing the balance of $Our records indicate that the online cancellation which had been submitted on 1/27/17, was set to occur on 4/27/17, which caused another invoice to be generated for the renewal of the domain on 2/28/Unfortunately, the email that you had sent to our Billing Team on 3/17/was automatically marked, and closed as Spam, due to a system errorIt is for this reason that we were not able to resolve this matter prior to this complaint being filedMoving forward, if you require any additional assistance, please feel free to contact us here in the Solutions Team by phone at: ###-###-####, or via email to: [email protected] being said, you will no longer be billed or invoiced again for this canceled service. Once more, we apologize for any inconvenience that has been caused hereThank youDavid M*** Customer Care 1&Internet Inchttp://www.1and1.com

Dear *** ** (Account Holder - *** *** ** * ***
I sincerely apologize for any
inconvenience associated with this account
Regarding this matter, we have contacted the account holder
and provided compensation for the referenced issue
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 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 (1/24/17), our Security Team has already deemed this account as fraudulent, issued an immediate cancellation, and is 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 natureOnce 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 *** ***,
I sincerely apologize for any inconvenience that has
occurred here.
Our records indicate that the WhoIS information associated
with the domain names: ***.com, ***.com, and ***.com
were updated earlier this morningAt this time, these domains are now
registered in your name with ***
If you require additional assistance regarding any other
domains, 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 *** *** (Customer ID # ***), I sincerely apologize for any inconvenience associated with your account. Regarding our conversations last week, we are actively attempting to resolve your technical matters as discussed, and per your request, one of our 3rd Level Support Specialists
had called and spoke with you earlier today (7/20/16)They have informed me that they are waiting on additional information from you in order to reproduce one of the errors that you are experiencingThis message also confirms that we have issued free months of hosting while this issue is being investigated further. Afterwards, as you and I had discussed, once you are ready to move forward with upgrading to the Unlimited Plus hosting package, we will discount your yearly billing plan by 50%, which means that you will be paying less than your current billing rateI hope that this helps alleviate some of the frustration that has been caused here, as we continue to work with you to reach an acceptable resolutionOnce 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 accessibility of your server
Regarding the correspondence that you and I have had since
10/2/15, we are experiencing an extremely rare case in which our Server Team
agents do not have the ability to access your databases or any backups as
well. We have already investigated the
option of migrating all data to another server if possible, however, due to
this issue we have not been able to. It
is for this reason that I have brought this problem to the attention of the
highest level of system administrators within the company, and are currently
still waiting for any new information they can provide
As per the email that I sent to you earlier today, we are
looking to hopefully have a more concrete work around for this matter as of
tomorrow, in order to regain all access.
If everything goes according to plan, we can follow through afterwards
with a permanent solution to the server problems that you have experienced
hereOnce everything has been resolved, we will be more than happy to provide
you with free months of any server you wish to have
That being said, I will keep in contact with you regarding
any updates on this case, and 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 *** ***, I sincerely apologize for any inconvenience associated with this particular matter Unfortunately, there are many sites hosted online through many different providers in which this kind of information is available to the publicAt this time, the customer in question has
not violated any of our Terms and Conditions, so here in the Solutions Team, we would not have the ability to just remove this information from under the websiteIn order to receive additional assistance with having your personal information removed from the website: ***.com, please contact our Legal TeamThey can be reached via email to: [email protected], and if you tell them that you are submitting a complaint against this customer in order to have your personal information removed, they will be able to assist further by contacting them on your behalfOnce 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 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 *** *** *** ***, etc
After investigating this matter further, I can confirm that
the service has been canceled due to fraudulent activityIn order to assist
you with this matter, we are removing your account from collections*** *** will remove you from any list that they have, and this will not, and
has not, affected your credit
Moving forward, there will be no further problems in
reference to you being billed by 1&Internet since this account has been
canceled due to fraudulent 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

[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:the domain is STILL not transferrable to ***.com.whichever way this is solved technically: it is 1andwho messed up all the processnormally domain transfers are easy.now I am spending hours and hours trying to transfer the domainon one side godaddy tells me that I need the AUTHORIZATION CODE from 1and1...all else is set up, I know how to do this!on the 1NDDOMAIN CONTROL PANEL IT SAYSDomainDetails ***.info***: /. Expires in months (08/25/2015) Domain DetailsDestination: ***Target: /.Type: Additional domainStatus: Cancellation is in progress.DNS Settings1&name serversDisplay All RecordsDomain SettingsThe current domain status does not allow the modification of the settings.the problem is that it STILL shows up as tomas@***.info - which doesn't help as 1andstill bounces emails to that addressso I never receive the authorization code.so you (1and1) need to do provide me with an authorization code.(in principle 1and destroyed the simple process and after one month and a million emails it is still in the same statusand this ONLY because 1andas a default holds domains of it's customers ransom for as long as possible ( a complaint to Revdex.com should NOT be necessary)
Regards,
*** ***

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has occurred with the invoice which had generated for your
domain order
Unfortunately, we are currently experiencing a "Billing Bug"
in our system, that is affecting a certain number of new domain orders to
customers, by not applying the correct promotional rate to the invoice that
generates for the domain order placedOur System Administrators are working on
having this matter resolved as soon as possible
My records indicate that one of my colleagues here in the
Solutions Team has already reached out to you regarding this issueFor the
records of this complaint, listed below is one of the comprehensive emails sent
to you by them, regarding your options to keep the domain name at this time or
to cancel the account
Dear [redacted] (Customer ID: [redacted]),
Thank you for contacting us
I apologize for any inconvenience caused in this
matter. It appears there was an error with the initial invoice and
the regular registration rate was applied for
[redacted].com. I have issued a refund for the $charge in full
Please allow 3-days for the refund to post to your payment
method. It should not take that long to receive the
refund but if you do not receive it within that time please
advise in reply
If you do not wish to retain [redacted].com we can, with your
permission in reply, set the entire account and the
domain to cancel immediately. You would have the
option to maintain the domain for days from the initial
registration date, 10/30/15, then transfer it to a new
registrar to maintain ownership of the domain.
However if you would prefer immediate cancellation please
advise in reply and we will proceed with the
immediate cancellation of your account
Thank you for your patience in this matter and again I
apologize for any inconvenience caused
If you have any further questions please do not hesitate to
contact us
Sincerely,
John K[redacted]
Solutions Manager
1&Internet Inc
That being said, your refund of $had been processed
back to your credit card on 11/20/
After researching all previous correspondence, I see that
you had informed my colleague that you would be waiting until the initial
day ICANN regulated domain registration period has passed on 12/30/15, in order
to transfer the domain: [redacted].com to another providerPlease contact us via
email to: [email protected] at that time, so
that we can make sure there is no longer a domain transfer lock on the account,
and provide you with your domain authorization code (also available within your
Control Panel), so you can move it to a new registrarOnce the domain transfer
is complete, we will immediately cancel this account, and all information
associated with it
Moving forward, there will be no other invoices generated
during this waiting period, as this domain is the only billable feature, and is
currently covered free of charge up until 10/30/
Once more, we apologize for any inconvenience that has been
caused here, and are working very hard to resolve this matter
Thank you
David M[redacted]
Customer Care
1&Internet Inc
http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has occurred with the invoice which had generated for your
domain order
Unfortunately, we are currently experiencing a "Billing Bug"
in our system, that is affecting a certain number of new domain orders to
customers, by not applying the correct promotional rate to the invoice that
generates for the domain order placedOur System Administrators are working on
having this matter resolved as soon as possibleDue to this inconvenience, we
have cleared the balance of $so that your first year of registration is
covered free of charge
My records indicate that one of my colleagues here within
our Domain Administration Team has already reached out to you regarding this
issueFor the records of this complaint, the domain name: [redacted].com
has already been successfully restored into your accountThat being said,
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 ICANN's WhoIS records, if
your domain contact information was set to public registration, instead of
privateThis matter can be easily resolved by changing the domain contact
information within the Control Panel of your account, or with the assistance of
our Tech Team agents over the phone per your request
Regarding the transfer of this domain, there is an initial
day ICANN regulated domain registration period that needs to pass before any
transfer to another provider can be processedIn this case, the first
available date that you could initiate the domain transfer would be on 12/30/
Once we have reached this date, please contact us via email to: [redacted]@1and1.com, so that we can make sure
there is no longer a domain transfer lock on the account, and provide you with
your domain authorization code (also available within your Control Panel), so
you can move it to a new registrarOnce the domain transfer is complete, per
your request we will immediately cancel this account
Moving forward, there will be no other invoices generated
during this waiting period, as this domain is the only billable feature, and is
currently covered free of charge up until 10/31/
With that matter having been covered, I also apologize for any
lack of contact while trying to reach Sebastian G[redacted]He is in fact the Head
of Customer Service, however, the email that you received was an automated one,
and any responses to them go into a general work pool that are then handled by specialized
agentsHe unfortunately does not have any direct contact information which is
availableSince you had not received a timely response, 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, for any and all customers
Once more, we apologize for any inconvenience that has been
caused here
Thank you.
David M[redacted]
Customer Care
1&Internet Inc
http://www

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the billing under this account
When making a payment via wire transfer, regardless of being provided with the
transaction number, it can take 2-weeks for the payment to be physically
received by our Accounting Team, and then allocated to the account associated
with itTypically, wire transfers are only a last resort for payment, as our
billing system is set up for debits against credit/debit cards or [redacted] accounts
The wire transfer option is available if those other forms of payment are not
an option, however, it is not generally accepted as a permanent payment method
due to how long it takes to be processed in full
Currently, your services have been restored, as the previous
balance of $is being marked as having been resolvedAt this time, you
have complete access to all domain names under your account
That being said, we can assist you with canceling any
unwanted featuresRegarding the Basic Windows hosting package that is still
active within your account, it contains the following domain names:
[redacted].biz, [redacted].co, [redacted].com, [redacted].info,
[redacted].net, and [redacted].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 them
Regarding our billing cycle and processes, 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 inOur
records indicate that since the inception of this account on 1/28/12, we have
waived and or refunded you for invoices, all of which equals a total of
$This total is more than the amount of money we have actually received
for payments during the life of this account
Moving forward, any domain names that renew and are invoiced
without having first been canceled or having the auto-renewal feature turned
off, will be considered as valid chargesHowever, as a courtesy, we will
process a refund or waive a balance associated with any domain names that are
canceled up to days after their physical renewal date
Please feel free to contact me here in the Solutions Team
via email at: [email protected], so that I
can provide you with any additional assistance that you may require
Once more, we apologize for any inconvenience that has been caused here
Thank you
David M[redacted]
Customer Care
1&Internet Inc
http://www

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Address: 701 Lee Road, Suite 300, Chesterbrook, Pennsylvania, United States, 19087-5612

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