1 & 1 Internet

Dear [redacted] , I sincerely apologize for any inconvenience associated with this matterRegarding the voicemail that I left, initially, I was not able to find any account associated with your first and last name, or the email address of: [redacted] @ [redacted] .comThat being said, I still have not been able to find any account, because no account has been set up/activated under your nameDue to the nature of your case, I was able to obtain copies of your previously sent emails from our Billing Team, as they kept them on file to investigate your unfortunate situation furtherI can explain what has occurred here, and assure you, that there is no fraudulent activity taking placeLooking over your emails, the reason that you had been called by different names during your email correspondence was due to Customer Service Agent errorsWith the way that our internal email workpools operate, the system expects an account to be linked to incoming emails, by syncing the account with the email address associated with it, from the email that we receiveWhen we receive an email that cannot be linked to a physical account, the agent must customize their response, as the system will automatically fill in the outgoing customer name, as the one that was associated with the previous case that had been processedIn other words, the agents that sent you emails calling you different names, had finished their previous case, and then responded to your email that has no physical account association, without first removing the name of the previous account holder, and addressing you by your nameI sincerely apologize for that, as this error on the agent’s behalf has caused for more confusion and misunderstanding to have taken place hereOur records indicate that the referenced domain name: [redacted] .com has not been registered in your name, or anyone else’s at this timePlease reference the website: ***.sc to check the registration records of this domain, and see that it is still currently available for purchaseIn reference to the screenshots of the charges that you had sent in, when you first tried to set up the new account, you may have had a test charge in the amount of $that makes sure your credit card can process/accepts reoccurring payments, along with a test charge in the amount of the first invoice that would be generated ($1.17)The reason that you would have seen that, is because anytime a credit card is entered into our system, the test charge is applied to: 1) inform our system there is a valid payment method being offered for any service that may in fact be activated and charged afterwards, or 2) so that if this is a fraudulent attempt by someone other than yourself, you see it within your bank/credit card records so that it can be remedied quicklyHowever, as mentioned, this initial charge of $and $1.17, would have only been test attempts, and will are 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 timesThis action occurs even if there is an error in the ordering processYou had described that the page locked up on you saying something went wrong with the card, but the card information had still been submitted, and the system had anticipated a domain name purchase in the amount of $as referencedAt this time, as I have mentioned, there is no active account/service registered with 1&Internet Incin your name, and the domain: [redacted] .com is still available for purchase through any providerPlease check with your bank/financial institution to confirm that the test charges have been reversedOnce more, we apologize for any inconvenience that has been caused here Thank youDavid M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

From: [redacted] Date: Tue, Dec 15, at 9:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: " [redacted] >Update on the complain: The business has issued a refund for my domain fees and has also finally reestablished my access to my web domainsIt appears that me telling them of my complaint to the Revdex.com is what was needed to get them to finally resolve this issueThank you for the work that you doSo far no disciplinary action against the agents who lied and misrepresented but I doubt they would inform me of that anywayThanks, [redacted]

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with this accountI am very sorry if the service that you had received from any of our agents was less than satisfactory, and if you were provided with misinformationI 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 customersOur records indicate that you have been corresponding with my colleagues here in the Solutions Team, and that they have been able to get the domain names: [redacted] .org, and [redacted] .com reactivated for you within this accountThat being said, 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 soIn order to assist you further, I am refunding you the most recent payment that had been made in the amount of $70.73, and I have also applied an additional refund of $due to the inconvenience that you have experiencedPlease allow 3-business days for a total refund in the amount of $to be processed to the credit card ending in “***”Once 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 Regards, [redacted]

Dear [redacted] (Customer ID # [redacted] ),I sincerely apologize for any inconvenience associated with the billing attempts of this seemingly fraudulent accountIn regard to this particular matter, we are completely waiving the outstanding balance of $ No more money will be owed on this account, and you will no longer be held responsible for any future payments, as this account has been canceled Once more, we apologize for any inconvenience that has been caused hereThank youDavid M***Customer Care1&Internet Inc.http://www.1and1.com

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the cancellation of this account In order to assist you with this matter, per your request this account has been completely canceled, and we are refunding you in the amount of $Please allow 3-business days for this refund to be received through the [redacted] account associated with the email address of: [redacted] That being said, for your records, this account has been canceled Moving 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 */

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience that has been caused here. For the records of this BBB Complaint, please see below for a copy of the email that I had sent to you on 12/9/16, prior to this complaint being physically received on our side... from the BBB. . Dear [redacted] (Customer ID: [redacted] ), Thank you for contacting us. I sincerely apologize for any inconvenience that has occurred here. Regarding our conversation today, I am refunding the last 6 invoices that have been generated under this account. Please allow 3-5 business days for a refund in the amount of $299.94 to be processed. Along with that, our records indicate that you are set to be invoiced for another month of service tomorrow (12/10/16), so I have also added a credit of $49.99 to cover the December of 2016 to January of 2017 invoice free of charge. If you have any further questions please do not hesitate to contact us. Thank you. Sincerely, David M [redacted] Solutions Manager 1&1 Internet Inc. . That being said, my records indicate that the agent I had contact you regarding the issues associated with your Online Store package, has submitted a case to our System Administrators, in order to see if any of the discussed changes you had talked about can be processed. Once this matter has been thoroughly investigated, you will be contacted further with any additional information that is made available to us. 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

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for the inconvenience associated with any billing attempt against your credit card Regarding our conversation from earlier this morning (4/12/16), when you first attempted to set up the account, there would have been a $test charge, which is usually refunded through the bank or financial institution in question within 24-hoursThe reason for this being that 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 afterwards, or 2) so that if this is a fraudulent attempt by someone other than yourself, you will see it within your bank/credit card records so that it can be remedied quicklyHowever, as mentioned, this initial $charge, was only a test attempt, and should have been returned to the associated credit card within 24-hours During this process, we never physically received any funds, as we only have the ability to debit a payment method for service once it has been activated, and an invoice has generated That being said, the reason that the domain name you tried to order was never activated had been due to our Security Team blocking it, since the name on the credit card was different than yours which you provided as the listed account holder Per your request, this notification confirms that no service is being rendered, and moving forward the information that you had provided is being cleared off of our servers since the initial order attempt was flagged by our Security Team 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 / [redacted] Style Definitions */

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your accountPlease note that when this account had been set up, it was notated that all domain names ordered by our customers automatically renew, unless the auto-renewal feature is turned off, or the domain is 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 requiredOur records indicate that the domain name: [redacted] .com had renewed on 7/7/16, however, the cancellation was not processed until 7/26/Due to this, an invoice had generated, and a balance was outstanding That being said, in order to assist you with this unfortunate situation, we are waiving the balance of $Moving forward, you will no longer be billed or invoiced for this canceled serviceOnce 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 account Regarding our conversation today (3/8/17), our records indicate that the payment of $had been physically debited from your payment method on 3/7/17, because the invoice had generated, and already began attempting to process the payment on 3/5/I am very sorry about any misinformation that may have been provided to you by a previous agent, regarding the pending paymentIn order to assist you, we are currently in the process of refunding the $charge, as well as refunding an additional $35.00, to cover any overdraft fee that you may have incurred through this payment having been debitedPlease allow 3-business days for a total refund of $to be receivedMoving forward, you will no longer be billed or invoiced again under this account, as all services have been canceled Once 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 charges in question and claims to active servicesRegarding this particular matter and the voicemail that I left you today (10/5/16), 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] ***, etcIn order to assist you, we are waiving the balance of $20.94, so that no declined payments are sent to our Collections TeamMoving forward, there will be no further problems in reference to you being billed or invoiced by 1&Internet since this account has been canceled due to its fraudulent activityOnce more, we apologize for any inconvenience that has been caused here Thank 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 For the records associated with this complaint, listed below is a copy of the email that I had sent to you on 2/19/regarding this matter Dear [redacted] (Customer ID: [redacted] ), Thank you for contacting us I sincerely apologize for any inconvenience that has occurred here In regard to the voicemail I left, this email confirms that we have pulled and waived the balance due from collections You will no longer be required to make this payment in order to reactivate the domain names: [redacted] .com and [redacted] .com However, due to the current status of the domain names being in the Redemption Period, there is no physical way to transfer them to another provider, until they are first redeemed in your name through 1&Internet Inc In order to do this, we must open a new contract under this canceled account, for the domains to then be reactivated under Due 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 reactivation I understand that you may be hesitant about this, however, it is a system limitation that I cannot bypass I can assure you though, and it is now documented within this email, that we would not be charging you for any of these services, 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 charge Once the domain names would be reactivated, you could then begin the process of transferring them to the provider of your choice Please feel free to contact me for further assistance so that we can get this matter resolved as soon as possible I can be reached via email at: [email protected], or over the phone at this number: ###-###-#### Once more, we apologize for any inconvenience that has been caused here Thank you Sincerely, David M [redacted] Solutions Manager 1&Internet Inc After having received an email response from you in reference to the above email, and my follow up to that, you and I are currently corresponding to make sure that everything is processed correctlyPlease continue to contact me so that I can resolve this matter for you as soon as possible 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 In regard to the voicemail that I left earlier today (2/3/16), this confirms that the domain name: [redacted] .com has already been reactivated for you, and it is currently up and runningOne of the previous agents that you dealt with has added another year of registration to your domain covering you free of charge up until 11/1/However, due to this unfortunate situation, I am also adding an additional credit to your account which will now cover your domain registration, at no cost to you, up until 11/1/ Along with that, for your records, there are no other features/services listed under your account that will lead to further invoices being generated 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 Regarding the conversation that we had earlier today (12/20/16), this email confirms that per your request, your entire account has been canceledIn order to assist you further, we are pulling and waiving the account balance from our Collections TeamYou are being removed from any list that they have, and this has not, and will not affect your credit score, as they do not report to any credit bureaus Moving forward, you will no longer be billed or invoiced for any services under this canceled account Once more, we apologize for any inconvenience that has been caused here Thank youDavid M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Revdex.com: Home pt pt / [redacted] Style Definitions */ I will accept the offered resolution from 1and1, with certain stipulations & conditions1) I refute 1andirrational excuses for the way I was treated and the true issues surrounding their policies and proceduresThey should refrain from misrepresenting for PR purpose a) Their accounting team does not handle wire transfers exclusively The agents I had spoken with were able to communicate with the accounting division and managers while I was asked to hold The only factor that deterred a swift resolve with customer service was the managers and accountant dismissal of my concern and refusal to investigate the wire transfer POOR COMMUNICATION, INTERNALLY & EXTERNALLY AND LACK OF CARE FOR CUSTOMERS IS THE PROBLEMOnce the payment/wire was physically “received”, even if it takes 2-weeks for my actual account to be credited, 1AND KNOWS THE PAYMENT WAS RECEIVED AND IS ENROUTE TO BE POSTED TO MY ACCOUNTThat information should be privy to their agents 1ANDshould be absolutely ashamed to be publicly stating that in 2016, an era of ecommerce and technology, it could take them weeks or more to process a basic wire transfer1andis in the business of helping people get “online” i.eget with the times while they are lagging??? Unacceptable The extortionist measures taken are rather very lowI am upset that I had to go through all this, to prove I paid my bill ACCEPTANCE: I accept the credit for the $unwarranted hosting fee, along with the additional $credit to the basic windows hosting package to offset until 1andrectify the problem i.ePLEASE STOP BILLING ME FOR A HOSTING SERVICE THAT I DO NOT HAVEEmailing [email protected] is futile, so I will make my cancellation request here1andPlease cancel the hosting that is connected with [redacted] .com and all the connected domainsI do NOT wish to cancel any of the domains, just the hostingI will also accept the additional credit of $between Contract ID # [redacted] and Contract ID # [redacted] , which will be used towards future domain renewals, with the understanding that this credit is separate and apart from the payment that I wired My Sincere thanks to Revdex.com for mediating and thanks to 1andin the end for acknowledging my payment and that they’ve put me through undue stress and is willing to give me some credits as a small token of compensation 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] I sincerely apologize for any inconvenience associated with your account. Our records indicate that the referenced List... Local features have been completely canceled and removed from the account, all website services have been unlocked, and the remaining refund in the amount of $179.97 had been processed back on 9/2/16. Moving forward, anything associated with the dispute has been fully dropped from our side, so no ongoing issues will be experienced. 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 */

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with this account In regard to our conversation this morning, this confirms that we have canceled all of the extra features under this accountAt this time, only the Unlimited Hosting package, and the domain name: [redacted] .com have been left active within your accountThe hosting service is billed at $per month, and the annual registration of the domain name is included for free within your hosting package Due to the inconvenience that had been caused by this, we are refunding all of the invoices which have been charged during the life of this accountPlease allow 3-business days for a refund in the amount of $to be processed to the [redacted] address of: [redacted] @***.com In order to assist you further with this matter, I have also canceled both of the other accounts that were in your name and had not been utilizedEach of these accounts had been charged a total of $each, totaling in the amount of $between them That being said, you will receive a total refund in the amount of $between all of these accounts, within 3-business days 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 */

Now keep in mind I have been a customer for years at 1andI filed a complaint over a month ( [redacted] ) ago and 1and1.com has not fulfilled their promise after several emails, phone calls etcThe promise made by the executive David Mattis was not communicated to 1and1.com customer service reprsentatives.1and1.com told me my domains were working, they worked for a week them stopped workingwhen I called customer service I'm told that I need a hosting packing or could chose another hostI was told if I chose 1and1.com as a host my site would be back up the same dayYet, it if want to use a different host my domains are inactiveWait, inactive, then why did they work for a weekThen I called back and was told they were activeThen I call again and I am asked to pay to reactivatebelow is my previous complaint and promise that was never resolvedThis was the complaint filed over a month ago "to start I have been a customer of 1andfor almost yearsMy complaint is not that of a fly by frustrated person, but a person who has been with the company for sometime to be dismissed with such easeMy website stopped working and after calling 1and1.com I was told that the domains had expiredNow I updated my information over the last years and 1andisn't the most reliable on that endAt any rate, I was not contact by 1andin regards to the situationI called and was told that I need to pay $to restore my domains/websiteI paid the fee and was told that it would take 24hrs to restoreThe next day, I go to the domain and it reads that the domain can be purchased by calling another numberI call 1and1.com once again and was told that it will be restored within 2hrsThe next day (Wednesday), I see the domain is still for sale online, I call 1and1.com and I am told that I have to pay more money to get back my domain names $each or so for a yearThen I'm told I have to pay more money if I want my email through 1and1.com backNow I wasn't told this in the previous phone calls, but I pay to restore the domains that I have had for over 12yrs even though I paid $three days priorAgain, I was told it would take 2hrsThe next day, I still see the domain for sale after I have paid a little over $I call 1and1.com and i'm told it is a priority and it will take hrsThe next dayyou get the point? i'm told again wait 2hrsThe next day (Saturday) I call in the morning and i'm told wait a few hoursI call saturday afternoon and finally speak with a manager that promises hrs the domain will be restoredI receive a registrant email for one of the domains but not for the second domainI'm informed to wait for the second emailSunday the company is closed, Monday, not emailTuesday i'm told the email is sent, Wednesday still not emailWednesday afternoon i'm told the email will happen in.....2hrsThe tough part is that my company is a non-profit companyour website and live streaming services reach several states in the U.Sand countries around the worldIn addition to being misinformed by just about everyone that I spoke with at 1and1.com, and being dismissed as a customer for over a decade, I have lost revenue by the website being down for over a week, returning to my donors with inaccurate informationThis seems to be a serious issue for 1andThen, 1and1.com has an interesting policyAfter being a tenured customer with a horrible experience, if my domains are restored I would have to wait another days of bad customer services and broken promises to switch my domain names to another placeI could get a new domain name, but understand my donors and support have been at these sites for over years." Here is the response that is not fully fulfilledDear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with this accountI am very sorry if the service that you had received from any of our agents was less than satisfactory, and if you were provided with misinformationI 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 customersOur records indicate that you have been corresponding with my colleagues here in the Solutions Team, and that they have been able to get the domain names: [redacted] .org, and [redacted] .com reactivated for you within this accountThat being said, 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 soIn order to assist you further, I am refunding you the most recent payment that had been made in the amount of $70.73, and I have also applied an additional refund of $due to the inconvenience that you have experiencedPlease allow 3-business days for a total refund in the amount of $to be processed to the credit card ending in “4527”Once more, we apologize for any inconvenience that has been caused hereThank youDavid M [redacted] Customer Care 1&Internet Inchttp://www.1and1.comTranslateDesired Resolution / OutcomeDesired Resolution: Finish the JobFinish the JobselectDesired Outcome: 1and1.com's neglect has cost me lots of money1and1.com should make sure the domains are activated , current and workingWhatever 1and1.com did for the domains to work for a week or so they should do againIf 1and1.com is the only group that can host the domains despite what they stated from ICANN, 1and1.com should host the domains for free to get the site back up since they have neglected the issue for almost 2months1and1.com should also not hold the host package under contract leaving us with the option to transfer our domains, website and hosting to another place if this neglect in customer service and web service continuesThe executive office should be made awareit is very deceiving to receive emails from "executive" leaders when in all actuality its a generated emailThe average hold time for customer service is over an HourSince the issue has endured for over a month the issue should be expedited and resolved

[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 on 5/17/17, prior to this complaint being received from the Revdex.com on 5/18/17, I confirmed with you that this account had been canceled, and we were in the process of pulling and waiving the balance of $from our Collections TeamIn reference to our conversation today (5/19/17), the previous credits that were applied to the account, reduced the overall balance that was due, prior to that balance being handed to our Collections TeamFor your records, this has not, and will not affect your credit score Moving forward, you will no longer be billed or invoiced again under this account, since all services have been canceledOnce more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] *

Dear [redacted] (Customer ID # [redacted] ), On behalf of 1&Internet, I would like to sincerely apologize for any inconvenience associated with your account Regarding our conversation today (10/24/17), this email confirms that the agent you dealt with on 10/22/had processed the cancellation of this account, per your request, and has submitted a refund in the amount of $ We are currently processing the refund, so please allow 3-business days for it to be received Moving forward, you will no longer be billed or invoiced for any service under this canceled account 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