1 & 1 Internet

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the cancellation of this account As a company, we do offer the ability to cancel an account online, however, the reason that you had been asked to call into our Cancellation Team to cancel this account, was to be refunded under our Day Money Back Guarantee Our system does not automatically issue this particular refund when canceling online Aside from that, unfortunately, I cannot explain why you would have had any issues with calling in, as we have not experienced any problems with our phone systems That being said, in regard to the complaint you made to our Board of Directors which was received yesterday, my colleague Matthew has already reached out to youHe informed you that we are issuing your refund of $11.88, which will take 3-business days to be processed, and as a security precaution, asked you to confirm the cancellation of this accountSince you have also filed this complaint through the Revdex.com, I have set an immediate cancellation on this account Moving forward, you will no longer be billed or invoiced, since this account is no longer active Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com /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 */

This is horrible!It took then less than one minute to accept my payment of $11.88But, now that I am cancelling it's unfortunate that I now have to wait days for my money.This really is a bad business practice, it's bad enough I had to wait on hold from 35-minutes for anyone to pick up[redacted]

Dear [redacted] ***, On behalf of 1&Internet, I would like to sincerely apologize for any inconvenience that has occurred hereWe 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 you, as we were not able to find an account associated with your name (there are none under “ [redacted] ***”, and over accounts listed as “ [redacted] ***”) or email addressIn regard to the problem that you have brought to the attention of the Revdex.com, please send the account/customer ID number, or the original [redacted] name that was registered to [email protected] we have received that information, we can find the account in question, and begin to work on a resolution to this unfortunate situationOnce again, we apologize for any inconvenience that has been causedThank 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 meThank you for the explanationI wish the person I had talked to on twitter would have explained the test charge to me, if I would have known that it was just a test I wouldnt have filed this complaint Regards, [redacted]

Dear [redacted] (Customer ID: [redacted] ), I sincerely apologize for any inconvenience associated with your account Regarding the email and voicemail that you received from me on 5/11/16, we can confirm that as of 5/10/16, our System Administrators had restored all the emails in question to a folder named "Restored" within your email account, free of charge Please feel free to verify that you have seen this, and received the emails that you required Along with that, due to this inconvenience I have applied a credit to your account that will cover the 2017-domain registration for: torringtontagsale.com, without any additional payment being made Moving forward, if you should require any further assistance, please feel free to contact us here in the Solutions Team, via email to: [redacted] , or by phone to: ###-###-#### 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 this account, and the balance being sent to collections Unfortunately, there seems to have been an error in our system regarding the free hosting credits that I had previously appliedDue to this, an invoice had generated, the payment declined, and the balance was handed to our Collections Team which locked your account In order to assist you with this matter, we are pulling and waiving the balance of $from our Collections TeamAt this time, your account is once again active Since this error had occurred and interrupted free time that I had attempted to give you, once again, I am issuing free months of hosting to your Business package (Contract ID # [redacted] ), so that this time, the hosting portion of your account will be covered free of charge up until 2/9/Please note, that these free months only cover the monthly hosting charges which are billed every months, in the amount of $per monthAny extra features, or annual domain name renewal fees are not included within the free hosting credits I will watch this account to make sure that the hosting credits are properly applied through the system this time Moving forward, after the free time that has been issued is up, this hosting package can be downgraded with our Retention Team in order to lower the monthly paymentsThey can be reached by phone at: ###-###-#### Please feel free to contact us here in the Solutions Team by phone at: ###-###-####, or via email at: [email protected] should you require any additional assistance 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 that has been caused here Our records indicate that the domain name: mowedev.com had previously gone down because the DNS was not properly configured originally, as the C-Name was not pointed to the correct sub-domainI can confirm that the domain name: mowedev.com is resolving to your web hosting provider correctly at this timeAlong with that, we can see that since you had last contacted us on 4/28/and addressed this matter, there has been no further interruption or downtime Due to the inconvenience caused, we are refunding both invoices that have been generated under your accountPlease allow 3-business days for a refund of $to be processed to the payment method on fileMoving forward, if you require any additional assistance regarding your domain name, please contact our US based Domain Administration Team via email to: [redacted] Once more, we apologize for any inconvenience that you have experienced 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 regard to our conversation today (6/8/16), this email confirms that the balance of $has been pulled and waived from [redacted] , and that this has not, and will not, affect your creditPer your request, we are removing the hosting functionality from your account, so that the only service active are the registrations of the domain names: [redacted] .com, [redacted] .com, [redacted] .com, [redacted] .com, and [redacted] .comThese domain names will renew annually on the 13th of November, unless you no longer require them and request their cancellation prior to that dateAt any time, please feel free to contact us here in the Solutions Team to: [email protected], and we will be more than happy to assist you with any features that you no longer wish to haveOnce 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] , I sincerely apologize for any inconvenience associated with the claims to active services, and receiving a collections letterRegarding this particular matter and the voicemail that I left today (1/18/17), 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] ***, etcPlease 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 upAfter investigating this issue further, we have not been able to find any account in your name, that is currently active with a balance due to collectionsOn the collections notification that you received, there would have been a Customer or Account ID Number provided, which would reference the account in questionPlease contact us here in the Solutions Team by phone at: 844-501-2631, or via email to: [email protected], and reference the listed Customer or Account ID Number, so that we can properly assist you with resolving this matterAs I had mentioned in my voicemail, this has not, and will not affect your credit score, as our Collections Team does not report this information to any credit bureausOnce more, we apologize for any inconvenience that has occurred, and hope that we can help 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 this account Listed below is a copy of the email that I had sent to you on 2/25/regarding this matter Dear [redacted] (Customer ID: [redacted] ), Thank you for contacting us In regard to the voicemail that I left, this email confirms that the domain name: [redacted] .com is now active within your account To transfer the domain, you will just simply need to contact the provider in which you want to move it to, and initiate the transfer from their sideOnce this has started, we will be able to release the domain 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 authorization code that you will also need in order to transfer your domain [redacted] .com - authorization code: [redacted] If you have any further questions please do not hesitate to contact us Thank you Sincerely, David M [redacted] Solutions Manager 1&Internet Inc At this time, all requests that had been made have been successfully processedThe domain name is active, the authorization code required for transfer has been provided, so the domain can now be moved to the provider of your choice, you just need to initiate the transfer from their side Along with that, due to the credit we had applied to this account, the domain name was registered in your name, free of charge, up until 2/24/ That being said, since we are not the physical providers of the hosting associated with this domain name which would allow for the website to be viewed online, and provide the sending and receiving of emails, there is nothing further left to be processed on the side of 1&Internet Inc 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 The payment of $that you said to have paid our Collections Team, would have been associated with the renewal of the domain name: [redacted] .com For the record, this has not, and will not, affect your credit scoreWhen the invoice was originally generated on 2/19/in the amount of $14.99, the renewal date covered was 2/18/- 2/18/Even though this payment had declined, and we contacted you multiple times via email to notify you of this, to help keep you from losing your domain, we paid ICANN the registration fee in your name, and covered you for the following yearUnfortunately, a late fee of $was assessed to the overall balance because of how long it was past due, along with having it renewed in your name without receiving paymentSince the account was overdue for 6+ months, it was eventually canceled within our system on 11/7/Due to this, the domain name was not able to renew on 2/18/16, as it was located under a canceled account Due to the current status of the domain name: [redacted] .com being in the Redemption Period, there is no physical way to transfer it to another provider, until it is first redeemed in your name through 1& Internet IncIn order to do this, we must open a new contract under this canceled account, for the domain to then be reactivated underDue to the billing issue that had occurred under this account before the cancellation took place, we would need to update the payment method on file in order to physically process the reactivationI understand that you may be hesitant about this, however, it is a system limitation that I cannot bypassI can assure you though, and it is now documented within this email, that we would not be charging you for any service, as I will apply a credit to the new contract, if it is opened, so that the 2016-registration/reactivation fees are covered free of chargeOnce the domain name would be reactivated, you could then begin the process of transferring it to the provider of your choiceThat being said, please understand that if you do not follow these instructions, the only way for you to regain the domain name would be to wait for it to finish going through the ICANN regulated Redemption Period which in total can last between 60- days At this time, we have not yet received the payment of $ from our Collections Team, once we have, I will issue the refund to you as a courtesyHowever, in order for you to receive this refund, you must have a current and valid payment method on fileAssuming that you provide an updated payment method as needed anyway for the reactivation of the domain name, the refund would be easily processed Regarding your request for all accounts in your name to be identified, listed below is a history of the other accounts that you have had here at 1&Internet Inc Customer ID # [redacted] - Canceled on 3/18/ Contact email address on file: [redacted] @ [redacted] .com Domain names that were associated with the account: [redacted] .com, [redacted] .com, and [redacted] .com Customer ID # [redacted] - Canceled on 9/12/for non-payment Contact email address on file: ***@***.com - This was used to send email notifications regarding payment issues Revdex.com Complaint (Revdex.com ID # [redacted] ) filed under this account by Dena Jones on 2/4/As a courtesy, we had pulled and waived a total balance of $from collectionsThe domain name listed below was transferred to [redacted] on 2/11/ Domain name that was associated with the account: [redacted] .com Customer ID # [redacted] - Canceled on 6/14/for non-payment Contact email address on file: [redacted] @***.com - This was used to send email notifications regarding payment issues Domain name that was associated with the account: greatamericantour.org Please feel free to contact me here in the Solutions Team by phone at: ###-###-####, or via email at: [email protected], so that I can assist you further 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 In order to assist you with this unfortunate situation, we are pulling and waiving the overall balance of $from our Collections TeamThis means that there are no longer any locks on your account that will keep you from transferring the domain namesAlong with that, I have added free months of service under this account in order to give you ample time to back up any files you may have, and successfully transfer your domain names to another providerThis means that everything will covered free of charge up until 7/21/Afterwards, the cancellation of any remaining features will be processed To transfer the domains, you will just simply need to contact the provider in which you want to move them to, and initiate the transfers from their sideOnce this has started, 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] .org - authorization code: [redacted] .com - authorization code: [redacted] I am not quite sure what number(s) you had attempted to contact us through, and I am not aware of any phone issues having occurred, however, if you end up requiring additional assistance with transferring your domains away, please contact our Tech Team by phone at: ###-###-#### That being said, due to the referenced phone issues that you had experienced, I am submitting a case to have one of our Technical Agents contact you regarding any further support 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.1and1.com / [redacted] Style Definitions */

Dear [redacted] *Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your accountPlease understand that this unfortunate situation was not caused intentionallyRegarding our conversation today (4/4/17), the domain names had remained active under your account, per your request, from when I initially handled this complaint in June of Referenced within my response to you back then, was that we had removed the hosting portion of your service, and left only the domains, which would renew annually on the 13th of November, unless you canceled them prior to that dateSince the domain names were still active, they renewed on 11/13/16, and you were then physically charged in the amount of $on 12/14/Our records indicate that you submitted an online cancellation for these domain names on 2/3/17, prior to the Chargeback of $being received on our side on 2/8/Due to the cancellation attempt having occurred after the renewal of the domains, 1&Internet reapplied the previous balance, after the Chargeback had been fully processedAs discussed, this balance was not handed over to our Collections Team, but if it had been, your credit score would not have been affected, as they do not report these balances to any credit bureausIn order to assist you, per your request, I have issued the immediate cancellation of this account, and we are clearing the $balance associated with the ChargebackMoving forward, you will no longer be billed or invoiced for any services under this canceled accountIf 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 [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I decided to reactivate the domain name and use itPlease close the complaint Regards, [redacted]

[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: [redacted] I am rejecting this response because: Thank you for the response and the courtesy I do have another concern in that 1andrepresentatives are not speaking to one another ("The left hand is not communicating with the right hand" so to speak)I received a letter response from another 1andrepresentative that effectively contradicts the communication we have had with the Revdex.com.Please see attached letter dated 4-29- This letter is dated day after your response via the Revdex.com Regards, [redacted]

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the transfer of your domain to another provider At this time, the domain name: [redacted] .info is active, and the Whois contact information has been changed so that any domain transfer information/authorization will be sent to the email address of: [redacted] @ [redacted] comWe have also applied a credit to your account so that you are not charged for an additional registration fee prior to the transfer taking place That being said, there are no locks or restrictions on your account which would keep you from transferring your domain name away, you just simply need to contact the provider in which you want to move it to, and initiate the transfer from their sideAfterwards, we will be able to release the domain via a transfer to that other registrar 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 */

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 meIn fact 1andappears to have gone above and beyond, and I appreciate being compensated for my time after being hung up on Regards, [redacted]

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with this account For the records associated with this complaint, listed below is a copy of the email that I had sent to you on 2/17/regarding this matter Dear [redacted] (Customer ID: [redacted] ), Thank you for contacting usThe Caretaker Team has since looked into your account and can confirm the following: I sincerely apologize that you have been given conflicting information from multiple agents that you have dealt with Personally, I want to do anything I can to assist you with this matter, and I can assure you that I am providing accurate information to you, as I have been with this company for over years, and handle all Revdex.com Complaints, along with escalated cases Listed below you will see the records for all invoices and transactions that have been physically processed through the [redacted] of: [redacted] @***.com, during the life of this account, (Customer ID # [redacted] ), and also Customer ID # [redacted] Customer ID # [redacted] - domain name: [redacted] .com Invoice # [redacted] - 1/30/- $- Processed successfully through [redacted] on 2/3/ Invoice # [redacted] - 1/29/- $- Payment attempt declined through [redacted] Invoice # [redacted] - 2/2/- $-- This was a credit invoice that cleared the balance of $associated with the prior declined payment attempt As indicated by the above records, you had only paid $ for this account while it was activeA refund cannot be issued against a payment that was never physically processedTherefore, the credit invoice cleared the outstanding balance Customer ID # [redacted] - domain name: [redacted] .com Invoice # [redacted] - 1/30/- $- Processed successfully through [redacted] on 2/3/ Invoice # [redacted] - 1/29/- $- Processed successfully through [redacted] on 2/1/ As indicated by the above records, both of the invoices generated under this account were paid for However, on 2/2/16, we received a payment dispute from [redacted] for the charge of $that was processed on 2/1/ With that dispute having been filed, [redacted] should have refunded you the $charge Regardless of whether they refunded you or not since that is between you and [redacted] , in order to assist you further, I will issue a refund in the amount of $to the [redacted] of: [redacted] @***.com Please allow 3- business days for this refund to be processed That being said, 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 in Please keep that in mind as the domain name: [redacted] .com is still active under Customer ID # [redacted] If you would like to cancel this domain/account as well, please respond to this email confirming that request If you want it to remain active, no further action is required at this time, and you will receive the referenced domain renewal notifications once it gets closer to its renewal date of 1/28/ Please do not hesitate to contact us if any other questions/concerns remain Once more, we apologize for any inconvenience that has been caused here Thank you Sincerely, David M [redacted] Solutions Expert Caretaker Team 1&Internet Inc As previously stated, we have acknowledged that a payment in the amount of $was in fact debited on 2/1/16, however, it was for the renewal of the domain name: [redacted] .com, under Customer ID # [redacted] , which is still activeThis payment was not processed for the domain renewal of: [redacted] .com We are already in the process of refunding you for that $charge that you disputed through [redacted] , as a courtesyDue to this, there is nothing further that can be provided at this time 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] , I sincerely apologize for any inconvenience associated with this account. Regarding the voicemail that I left today (9/29/16), please note that when this account had been ordered, it was notated that all hosting services and... domain names would automatically renew, unless the auto-renewal feature was turned off, or the domain/hosting was physically canceled by the customer. Prior to the renewal, email notifications are typically sent out in order to give the customer ample time to cancel their service if it is no longer required. However, as I had mentioned, in your particular case there seems to have been an error, as there are no records of these automatic notifications having been sent out. Due to this, you were not able to attempt a cancellation until after the service had been renewed for another 12 month term. That being said, if the payment of $83.88 had declined, and the balance was eventually sent to our Collections Team, your credit score would not have been affected, as they do not report the balances to any credit bureaus. In order to assist you, we have completely canceled this account, and are refunding you the charge of $83.88. Please allow 3-5 business days for this refund to be processed. Moving forward, you will no longer be billed or invoiced again for these canceled services. Once more, we apologize for any inconvenience that has been caused here. Thank you. David M [redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com Normal 0 false false false EN-US X-NONE X-NONE / [redacted] Style Definitions */