1 & 1 Internet

Dear [redacted] (Customer ID: [redacted] ), I sincerely apologize for any inconvenience associated with your accountOur records indicate that our internal Accounting Team that processes the late fee refunds had not received and allocated the $refund to your account as quickly as they normally doUnfortunately, this has caused for your refund to take longer than the previously referenced time frameAt this time, the $refund is currently listed under your account, and we are in the process of physically submitting it back to the credit card ending in “5018”Your bank or financial institution will be able to confirm it having been received at some point this weekMoving forward, if you should require any further 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 here Thank you David M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Dear [redacted] (Customer ID # [redacted] ), On behalf of 1&Internet, I would like to sincerely apologize for any inconvenience associated with the claims to active services, and receiving a declined payment notificationPlease 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 up.Regarding our conversation today (4/19/17), we have deemed this account as fraudulent, issued the immediate cancellation, and are in the process of pulling and clearing the outstanding balance of $from our Collections TeamThis email states for your records, that this has not, and will not affect your credit scoreAs well, you will not be held responsible for anything associated with this fraudulent accountMoving forward, there will be no further charge attempts, or outstanding balances due, since 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 [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you very much for your help Regards, [redacted]

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your account Regarding the voicemail that I left, per your request this email confirms that all contracts under this account have been canceled, and moving forward, you will no longer be billed or invoiced for any of these canceled services Along with that, the outstanding balance of $is being waived from under the accountOnce more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your accountIn order to assist you with this unfortunate situation, I am refunding you the charge of $that had been processed, and per your request, we are in the process of downgrading both contracts within your account to a monthly billing cycle Please allow 3-business days for the refund to be processedYou will be contacted shortly once these change have been applied to your accountOnce more, we apologize for any inconvenience that has been caused hereThank youDavid M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Dear [redacted] (Customer ID # [redacted] ), On behalf of 1&Internet, I would like to sincerely apologize for any inconvenience associated with your attempted order When you first tried to set up the new account, you would have had a test charge in the amount of the first invoice that would be generatedThe 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 usually 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 That being said, our records indicate that our Security Team had email correspondence with you, and referenced that the account order could not be completely activated, due to not receiving a complete and valid addressThey also stated that it is part of our terms and conditions that you provide 1&Internet with full valid contact information, which includes the phone number, as you had submitted an invalid number as wellSince the account was never fully activated, no physical invoice had been generated, which means that we have not been able to debit your credit card, you only saw the test charge as referenced above Unfortunately, we do not have the ability to override this type of decision that is made on the side of our Security/Fraud TeamThe domain name in question would still show as available with other registrars, as the attempted order was never completely activatedAt this time, you can either order the domain name through another provider, or, you can attempt to process the order through 1&Internet again, with the requested information being providedAs a courtesy, if the order was successful, we would cover the first month registration free of charge for that domain name Moving 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: [redacted] Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the cancellation of this account The reason that you have been billed again is because the initial cancellation that you had processed online in February and March of was only for the extra Email Packages and some of the domain names associated with the account Due to this, the hosting package continued to be active along with the remaining domain names In order to assist you with this matter, we are waiving the outstanding balance of $29.97, and have issued an immediate cancellation for all services under your accountAlong with that, we are refunding the last invoice that was successfully debited this past March in the amount of $Please allow 3-business days for this refund to be processed to the credit card ending in “2002” 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 [redacted] Customer Care 1&Internet Inc http://www.1and1.com / [redacted] Style Definitions */

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the cancellation of this account, and the balance being sent to collections According to our records, this account had been canceled back on 7/21/There are no longer any active services In order to assist you with this matter, we are removing your account from collections [redacted] Canada will remove you from any list that they have, and this will not, and has not, affected your credit As well, we are wiping clean the outstanding balance that you have with either [redacted] or 1&Internet No more money will be owed on this account and you will no longer be required to contact [redacted] or 1&Internet regarding this unfortunate situation That being said, for your records, as stated this account had been canceledMoving forward, you will no longer be billed or invoiced for this service Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com / [redacted] Style Definitions */

[redacted] 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 (5/23/17), this email confirms that we did not attempt to physically charge you for any canceled/transferred domain names in March of If you look back on the invoices that you received in March, you will see that it’s notated that these are credits, which are associated with the cancellation of invoices you had received for domain names back in January, prior to their cancellation, or transfer to another provider1&never received the payments associated with these domain renewal invoices in January, so through an automated system reconciliation, the invoices were reversed in order to clear the balance from under this account Unfortunately, there was a system error that caused one of the invoice reversal attempts not to be processed, which led to an $late fee being applied to the associated balance of $This led to a total balance of $being handed over to our Collections TeamIn order to assist you with this unfortunate situation, we are pulling and waiving this balance from our Collections Team, so that this canceled account will no longer have any outstanding payment dueFor your records, this has not, and will not affect your creditPlease 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 Please contact us here in the Solutions Team if you require any additional assistanceWe can be reached by phone at: [redacted] , or via email to: [email protected] more, we apologize for any inconvenience that has been caused here Thank you David M [redacted]

Dear [redacted] I sincerely apologize for any inconvenience associated with the cancellation of this account Regarding your complaint, for the security of our customers we do not cancel accounts via email This is done to ensure that a Non-Account Holder cannot maliciously cancel services that do not belong to themYou had requested to cancel this account via email, and were advised that for these reasons, you could cancel online or call in to our Cancellation Team that is open from am to pm (EST), days a weekSince you had experienced issues when attempting to cancel online, but informed us that you would not be calling in, we offered you another form of cancellation which was filling out a cancellation formOnce again, this was for your security, and to confirm that the request to close the account was being submitted by the account holder, since you would not call in to verify a security question and cancel the account That being said, the previous information that I provided to you through this complaint was in fact correctYou had filed this complaint with the Revdex.com on 9/24/15, however, we did not physically receive this complaint information from the Revdex.com until 9/28/By that time, this account had already been canceled by a Cancellation Team supervisor on 9/25/15, with your refund of $having been processed back to the credit card ending in “***” on the same day that we were notified of this matter, 9/28/ At this time, there is nothing further that can be provided, since this account has been canceled, and the refund has been issued back to you Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com / [redacted] Style Definitions */

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your account On our side, we have not been informed of any issues concerning our incoming calls, so unfortunately, I am not quite sure why you experienced such a hard time getting through to a customer service representativeI 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 Per your request, we are waiving the overall balance of $34.93, which includes the $late feeAlong with that, I have canceled the domain name: [redacted] .com At this time, there are no locks or restrictions on your account which would keep you from transferring your domain names away, you just simply need to contact the provider in which you want to move them to, and initiate the transfers from their sideAfterwards, we will be able to release the domains via a transfer to that other registrarThe process of transferring a domain can last between 3-days, which is a process that we do not have the ability to expedite, as it is ICANN policy that can cause this waiting time For your records, listed below are the authorization codes that you will also need in order to transfer your domains [redacted] .com - authorization code: [redacted] = [redacted] .com - authorization code: [redacted] After these domain names have been transferred away, you will no longer be invoiced since you will not have any active services left within the account Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com / [redacted] Style Definitions */

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the claims to active servicesRegarding this particular matter and the voicemail that I left you today (11/2/16), what you are explaining here sounds like fraudulent activity against you, in the way that your credit card/personal information had been compromisedWe have seen similar situations such as this with our company, along with many othersThrough 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, [redacted] , [redacted] ***, etcAfter investigating this issue further, I found that the reason you personally had not been charged for these services under your name, is that someone else’s credit card is associated with the accountAt this time, we have deemed this account as fraudulent, and have issued an immediate cancellationAlong with that, we are waiving the balance of $and you will not be contacted regarding this againMoving forward, there will be no further problems in reference to you being billed or invoiced by 1&Internet Incsince this account has been canceled due to its fraudulent natureOnce more, we apologize for any inconvenience that has been caused hereThank youDavid M [redacted] 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 [redacted] , and find that this resolution is satisfactory to me Thank you Regards, [redacted] ***

Dear [redacted] (Customer ID # [redacted] , and # [redacted] ), 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 othersThrough 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, [redacted] , [redacted] ***, etc After investigating this matter further, it was found that these accounts were set up under your name (ID # [redacted] , and # [redacted] ) Our records indicate that under Customer ID # [redacted] you were physically charged in the amount of $0.99, however, the other invoices each in the amount of $had been declined, and eventually handed over to our Collections TeamDue to that, we are pulling and waiving this balance from collections, and this will not, and has not affected your credit We are issuing a refund for the $charge that had been debited from your credit cardIf the card ending in “***” is still active, you will receive this refund within 3-business days, if the card is no longer active, you will have to dispute the charge with your bank or financial institution Along with that, our records show that there was a charge in the amount of $physically debited from the same credit card under Customer ID # [redacted] We had received a Chargeback from your bank or financial institution regarding this, so you have already been refunded for that particular chargeThis Chargeback caught the attention of our Fraud Team, who has already canceled this account due to suspicious and fraudulent activity That being said, I have also canceled Customer ID # [redacted] , so that moving forward, you will no longer be billed or invoiced for any unwanted and fraudulent services Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com / [redacted] Style Definitions */

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with this account, and the balance being sent to collections According to our records, the last invoice associated with Contract ID # [redacted] , with the domain name: [redacted] .com, had generated on 11/22/A copy of this invoice was sent to the contact email address listed on file which is: [redacted] @***.comThe Auto-Renewal feature for this particular contract was not set to “Off”, until 12/14/15, which means it would have been set to expire at the end of that current month term on 11/21/No payment was processed, as the attempt to debit the credit card on file had declined, since the card was expiring at the end of that monthAfter multiple “declined payment” notifications were sent via email over the following months, the balance of $ 359.88, plus an $late fee, were eventually handed to our collections team at FMA Alliance In order to assist you with this matter, we are removing your account from collections [redacted] will remove you from any list that they have, and this has not, and will not, affect your credit As well, we are wiping clean the outstanding balance of $ 378.83, that you have with either FMA or 1&Internet Regarding Contract ID # [redacted] with the domain name: [redacted] .org, that you claim to have not ordered, our records show that it was added to this account on 4/12/On this date, a call was placed to us concerning an online issue with attempting to add the Unlimited Hosting package, and it was then added to this account by the agent handling that particular caseAs you can see by the above listed information, the balance that was sent to [redacted] is not associated with this contractThe Auto-Renewal feature for this contract was also set to “Off” on 12/14/ That being said, I have set an immediate cancellation for both of these contracts under your accountAs mentioned, the outstanding balance of $ is being pulled and waived from [redacted] Moving forward, you will no longer be billed or invoiced for any of these canceled services Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com / [redacted] Style Definitions */

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for the inconvenience that is being caused by this ongoing issueRegarding our last conversation that occurred on 3/1/17, as discussed, I have been awaiting confirmation from you, on whether you will, or will not accept the offer that I extended to you, on behalf of our upper management teamAs referenced, the best offer of compensation that they are able to offer would be a refund of $371.41, which is in addition to the refunds of $that I have already providedThis means that you would end up being refunded for all payments that were made under Contract ID # [redacted] (Online Store package), since the change of platform was done at the beginning of Along with the $371.41, they are willing to provide an additional refund of $1,If this offer is accepted, you would be receiving a refund in the amount of $1,371.41, which along with the previous refund of $649.87, would come to a total of $2,021.28, having been refunded to you over the course of this complaintIn order to move forward with this matter, please feel free to contact us here in the Solutions Team by phone at: ###-###-####, or via email to: [email protected] more, we apologize for any inconvenience that has been caused hereThank youDavid M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Dear [redacted] , (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the renewal of your domain name, and the balance being sent to collections Unfortunately at this time, our predominant method of contact is through email since we are a web hosting companyThat being said, you should have received a declined payment notice in the mail prior to it being handed to [redacted] , however, that letter would have been sent to the New York mailing address listed under this account According to our records, we had received a payment of $from [redacted] on 4/28/15, regardless of that, this will not, and has not affected your credit [redacted] does not report these cases to any Credit Agencies, so no negative marks against your name have been incurredDue to this inconvenience, we are refunding the total charge of $to the credit card ending in “4440”If this credit card does not have the ability to process this refund, please contact us by email at: [email protected] so that we can further assist you in making sure that you receive the refund in question That being said, for your records, this account has been canceled Moving forward, you will no longer be billed or invoiced for this service Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com / [redacted] Style Definitions */

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the claims to active services, and receiving a declined payment notificationPlease 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 (2/28/17), we have deemed this account as fraudulent, issued an immediate cancellation, and are in the process of clearing the outstanding balance of $ This email states for your records, that this has not, and will not affect your credit scoreMoving 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 [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your accountRegarding the email that my colleague Pat here in the Solutions Team sent you yesterday (7/17/16), this account has been canceled, and the balance of $has been waived 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 [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with this accountPlease understand that this unfortunate situation was not caused on purpose, and we are taking the appropriate steps to resolve itRegarding the voicemail that I left you today (2/14/17), when you had called in to confirm the cancellation of your account, our Cancellation Team was closed for the evening, so you spoke with our Tech TeamDue to our company policies, the Tech Team agents are not permitted to cancel an account that has been active for an extended amount of timeSince your VPS package (Contract ID # [redacted] ) has been active since April of 2012, the Cancellation Team would be required to confirm the deactivation of that serviceThat being said, the agent you spoke with should have offered to submit a call back case to the Cancellation Team for you, so that they could reach out to you, and process your requestAt the very least, they should have been able to provide you with a supervisor at the time of your callIt is for these reasons, that we are submitting a case to our Quality Assurance Team in order to pull and monitor the call in question, and take any necessary steps to help avoid you, or any other customers from feeling that they had received any unsatisfactory assistanceWe take this kind of customer feedback very seriously, and will take the appropriate disciplinary/training actions on our sideAside from that, per your request we are canceling your account, and in order to assist you further, we are refunding the last payment that had been processed in the amount of $Please allow 3-business days for this refund to be received Moving forward, 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 you David M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com