1 & 1 Internet

Dear [redacted] , I sincerely apologize for any inconvenience associated with your personal information having been compromised Regarding the conversation that we had today (9/27/16), this email confirms that the charge you received in the amount of $is in the process of being refundedPlease allow 3-business days for this refund to be receivedAfter investigating this account further, it has been marked as fraudulent, and canceled, which means that no further invoices will be generated 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 hereThank you David M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

To the Revdex.com: Please remove the domains names included in the business responseI made it a point to not include the names on my original complaint and I would prefer to keep their names privateI don't think adding their names to the public record of this complaint is appropriate or necessaryThe business could have responded that my two domains in question have been restored, without adding the namesThank you.And here is my response for the record:It is true that my two domains were restored on May 30, after being unavailable since May 27, And it is true that 1andwaived the domain renewal fee for both domainsThey also promised that they are reviewing their process to prevent such problems in the futureI am thankful that my domains are back online, but very disappointed that the whole problem happened in the first place and that it took them days to resolve itThank you

[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 Regards, [redacted] ***

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your account In regard to this matter, this account was set up with different Basic Hosting packages on April 28th, and 29th of Each one of those packages was paid for a year in advance, and included a free annual domain name registrationThe domain names included were: [redacted] .com, [redacted] .com, and [redacted] .comAt the inception of this account, it was also agreed to that unless first canceled, all services would renew for another year at a time on the date that they were originally purchased Later in the year on 11/24/14, the domain name: [redacted] .net was also purchased and placed under one of the referenced packages as a separate charge for annual registration as well That being said, your hosting packages renewed for another year of service and new invoices were generated on April 30th, and May 1st The April 30th invoice was processed from your PayPal account on 5/2/15, the same day that you then emailed in telling us not to bill youWe had replied informing you to cancel online, or to contact our Cancellation Team so that we could assist you with any unwanted services, as for the security of our customers, we do not process account changes via email Afterwards, the invoices from 5/1/declined payment, and you disputed the payment of $for the 4/30/invoiceOur Cancellation Team also attempted to call you due to the emails that were received, but the phone number on file does not workDue to declined payments outstanding within our system for 30+ days, and the Chargeback that was issued, all services under the account were locked In order to assist you with this unfortunate situation, we are clearing all open balances, and will drop the Chargeback in order for you to have complete access to your domain names At this time, if you wish to transfer any domains that you still own to another provider, this is an action that you as the domain owner would have to initiate from the domain registrar of your choice, while they are still registered under your nameOnce the transfers have been completed, if you do not wish to call our Cancellation Team (###-###-####), please send an email to: [email protected], and we will honor your request to cancel the hosting packages so that you are not invoiced again in 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 */

I was a customer ( [redacted] ) of 1andfor many years and they were great in the beginningThen last year I noticed issues with their billing and an additional chargeI called them up to have things taken care and refund me where possibleThey said they would take care of it, but didn'tI called again and again getting the same promises but nothing being done other than continually charging meThey would say they did not have record of the previous call and so onLast month I sent a complaint to Revdex.com and 1andresponded and promised to refund a portion of my requestI agreed in compromiseI have NOT received any refund nor any type of communication from this businessIt seems that the same practice of promising to the customer and not delivering continues.TranslateDesired Resolution / OutcomeDesired Resolution: RefundRefundselectDesired Outcome: 1andneeds to have once again exemplary customer service and refund me the total amount requested explained in the FIRST Revdex.com complaint

[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 Regards, [redacted]

[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 I would also like to mention, being a business person myself, I would never allow someone to start an account with two different billing addresses, under two different parties Crooked, and a very reckless business practiceAfter Regards, [redacted] ***

[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 Regards, [redacted] ***

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 upRegarding the voicemail that I left you today (4/11/17), our records indicate that when you spoke to our Security Team yesterday (4/10/17), they deemed this account as fraudulent, issued an immediate cancellation, and are in the process of clearing the outstanding balance of $ Please disregard the previous declined payment notification that you had received, as it was sent out prior to this fraudulent account being identified, and canceledPlease note, that we have no knowledge or affiliation of, or with, the referenced company of: [redacted] ***., out of Niagara Falls, NYIt could be possible that the person who had obtained your personal information, had attempted to set up services in your name with them as wellMoving forward, there will be no further 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 the cancellation of this account, and the balance being sent to collections In regard to the voicemail that I left you, all services ordered by our customers automatically renew unless physically canceled by the customerPrior to the renewal, email notifications are sent out in order to give the customer ample time to cancel their service if it is no longer requiredRegardless of any expired or inactive payment method being listed on file, you will be invoiced for renewal of services if the account is still active In order to assist you further, we are removing this account from collections [redacted] 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, this account has been canceledMoving forward, you will no longer be billed or invoiced for these 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 */

[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 Regards, [redacted]

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your accountRegarding the voicemail that I left, unfortunately, I can confirm that a number of customers have recently experienced a “Billing Bug” in our systemIt is affecting customers by generating invoices for newly registered domain names at the full cost, instead of applying the correct promotional rateThat being said, we are actively working with our System Administrators to reach a resolution for this as soon as possible In reference to the physical notification that you received stating there was still an outstanding balance under the account, it was sent in errorWhen a charge has been disputed, and we are waiving the balance, it takes longer within our system to completely clear the balance, due to the backend paperwork that needs to be processedIt is for this reason, that a notification stating there was a balance due had been sent, as we were still in the process of clearing the balance, when the outbound mailing team processed that letter which had generated within our systemMoving forward, as previously confirmed, there is no outstanding balance due under this canceled account, and you will never receive any further notices from 1&Internet Incregarding this unfortunate situationOnce more, we apologize for any inconvenience that has been caused hereThank youDavid M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

[redacted] [redacted] I am rejecting this response because:even after my cancellation was accepted by these people they still proceeded to bill my account so to their response I call bs.Thank You [redacted]

[redacted] On behalf of 1&Internet, I would like to sincerely apologize for any inconvenience associated with your account Regarding our conversation yesterday (6/28/17), this confirms that we have canceled your account, along with clearing the outstanding balance Moving forward, you will no longer be billed or invoiced for this canceled serviceOnce 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 I am very sorry for the way that this particular case has been handledPlease understand that my previous correspondence to you was not a “generated email” When I last reached out to you, the domains were up and running, before you ran into additional issuesUnfortunately, the other issues you later experienced had not been brought to my attention until now Please allow me to properly explain how this all started, as it seems that it was not accurately described to you by previous agents that you had dealt with The domain names: [redacted] .org, and [redacted] .com typically renewed every year on June 17thDue to an invoice from 1/2/that had been declined and was not resolved, the overall account was canceled due to lack of payment on 9/5/Even though we had not received that January of payment, as a courtesy to help you avoid losing the domain names easily, we had renewed them for another year on 6/17/15, prior to the cancellation of the accountAny websites and or emails that you may have had associated with these domains through another provider would have continued to work, even though the 1& account had been canceled, because the domains were still registered under your name up until 6/17/Unfortunately, once the domains came up for renewal on 6/17/16, they expired instead, as they do not have the ability to physically renew while sitting under a canceled accountOnce this expiration occurred, you would have lost all connectivity associated with themPlease note, that upcoming renewal information would have been sent to the email address on file at 60, 45, and days prior to the renewal dateAlong with that, all previous payment notifications would have also been sent to the email on fileWe are not able to determine whether the email address on file is current or outdated, as it is the contact method that has been provided by the customer, and it is their responsibility to keep it up to date so that these important notifications are received Regarding the payment of $70.73, I apologize for what had been explained to you, as you were given some inaccurate informationThat initial payment of $to our Collections Team was to simply rectify the balance of $that had been due back on 1/2/15, along with an $late feeOnce that payment was resolved, you then had the ability to reactivate your domain names that were no longer activeSince the domains had expired, you would be required to pay for the next year of their registration once they were reactivatedThe “.com” registration cost is $15.17, and the “.org” is $Once again, I apologize that you were not properly informed of thisAny other services aside from just the domain registrations would incur additional fees as well That being said, once the domains were reactivated, they went down again shortly due to a new ICANN security policy, in which domains that have had a recent change made to them must have a “Reg C Verification” confirmedThis is a process when a notification is sent to the email address associated with the domain(s) that has had the recent changes made, and the owner must confirm that they own the domain(s), and have received the emailIf this notification is not confirmed by the owner within a certain timeframe, ICANN will lock the domain(s)Some of our customers were experiencing a system bug which kept the domains from processing the “Reg C Verification” immediately, so a slight downtime was caused due to thisIn your particular case, the domains had been reactivated and worked again, but were then locked and went down because of the system bug Our records indicate that the domain names: [redacted] .org, and [redacted] .com are currently active within your account, and are pointed to the website: [redacted] .churchAs previously referenced, it is ICANN policy that holds customers to a day wait before transferring a domain to another provider only after having purchased a brand new domain name, or transferring a domain to a different registrarWith your domains having been reactivated from a Redemption Period, you would be free to transfer them away to another provider at any time should you decide to do soI see that our Domain Administration Team reached out to you yesterday (8/16/16), and provided you with the authorization codes so that you are able to initiate the domain transfer from the registrar of your choice Along with that, the refund of $that I had promised to you when this complaint was first filed, had been successfully processed to the credit card on file as of 7/14/ 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 domain transfer Our records indicate that the domain name: micro-prop-shop.com is now currently registered with the company [redacted] Due to that, there is nothing further that can be done from our side since you have already processed the transfer to a new registrar If you need any further assistance, please contact me via email to the address of: [email protected] 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] , On behalf of 1&Internet, I would like to sincerely apologize for any inconvenience associated with your account Regarding the voicemail that I left you today (6/16/17), the previous agent that assisted you did not factor in the amount of a credit that was already applied to the invoiceTherefore, leading to you receiving less than the $credit you were supposed to get, which would have reduced the invoice balance to $ In order to assist you, we are refunding the charge of $Please allow 3-business days for this refund to be processedAlong with that, I have also applied a credit to your account, which will cover the 2018-registration of the domain name: [redacted] free of chargeThis means that once all is said and done, you will have received the first years of this domain registration for free Moving forward, if you require any additional assistance, please feel free to contact us here in the Solutions Team by phone at: [redacted] , or via email to: [redacted] Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] ***1&Internet Inc [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] You are 100% incorrect This incompetence even at the highest level of billing support is just not tolerated by me.Invoice ID: Undisclosed - Will provide if neededHere is the information of the charge that went through.Date: Feb 1, 2016Time: 01:17:CSTStatus: Completed Item amount: $USDSales Tax: $USDShipping: $USDHandling: $USDQuantity: 1There you goproof of the transactionI also have every call recorded and all transaction information and will continue to pursue this, even if it's only It's the principal of the matter Complaint: [redacted] I am rejecting this response because: the business response was 100% false, and not even remotely regarding the claim that I made

[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 completely satisfactory to me Thanks so much Regards, [redacted]

Dear [redacted] I sincerely apologize for any inconvenience associated with the cancellation of this account In regard to the voicemail that I left, I can confirm that per your request, this account has been canceledIt seems that a system bug caused some customers to experience issues with processing online cancellations, and our Outbound Retention Team had seen a higher than volume of cases which caused for you to not receive a call within the typical timeframe expectedAside from that, unfortunately I am not quite sure why you were not able to speak with one of our agents over the phone when calling inAgain, I sincerely apologize that this was the case, and can understand any frustration caused by this That being said, due to this inconvenience, I have issued a refund of your most recent invoice from 8/16/Please allow 3-business days for this refund of $to be issued to the [redacted] payment method linked to: [redacted] 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 */