1 & 1 Internet

[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 cancellation of the MyWebsite Hosting package Regarding this matter, for the security of our customers we do not cancel accounts/features via email This is done to ensure that a Non-Account Holder cannot maliciously cancel services that do not belong to themAlong with that, we have experienced some bugs in our phone system recently that may explain any potential issues you had experienced when attempting to call in I am sorry if it was not properly explained or notated in the beginning of setting up this Day Free Trial, that the $per month rate for this feature moving forward was a promotion offered by paying months in advanceI will bring this to the attention of our Quality Assurance Team, so that we can hopefully avoid any issues or confusion associated with this in the future That being said, in order to avoid any downtime associated with the domain name: kadadahseo.com, and to allow you to maintain/edit the current DNS settings, we have changed the date of your account cancellation You will not be billed for this, as we have already reversed the referenced invoice in the amount of $83.88, so that there is no payment due Since the domain does not expire until 7/23/15, we have set the cancellation date of this account to occur on 8/1/15, which will give you ample time to either transfer your domain name to another provider, or simply let it expire under this account Moving forward, you will no longer be billed or invoiced for any service or feature under this 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] I sincerely apologize for any inconvenience associated with your personal information having been compromised Regarding the conversation that we had today (9/2/16), this email confirms that the balance associated with this fraudulent account had been sent over to our Collections Team in errorThis should not have happened, as the account had been marked as fraudulent, and canceled, which means that any balance is considered as invalidFor your records, this has not, and will not affect your credit At this time, we are pulling and waiving the balance of $from our Collections Team, and you will not be contacted regarding this again 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

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with this order In regard to this particular matter, it seems that the attempted order had been held up by our Security Team due to the information provided under your first and last name1&Internet Increquires a valid name in which ownership for the domain name can then be placed under, however, we were only provided with the initials “ [redacted] *.” under your name information Due to this, the Security Team would have required additional verification from you so that the order could be successfully processed That being said, the attempted order has been canceledThe pending charge on your bank statement in the amount of $was only a Test Charge, to verify if the credit card information you provided was validThis pending charge will automatically drop off of your bank account, if it has not yet alreadySince this account was never activated, and no invoice had been generated, we have not been able to physically debit any payment from you Moving forward, you will not receive any invoices, since you have no active service with us 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, our records indicate that the unwanted MyWebsite Package has already been canceled, and a refund associated with this in the amount of $was processed on 2/15/You will be able to confirm this refund with your bank/financial institution In order to assist you further with this matter, I have issued an additional refund in the amount of $239.79, which will be processed to the credit card ending in “***” within 3-business daysOnce you have received this refund, all payments that you had made under Contract ID # [redacted] between February of to February of for a total amount of $291.75, will have been returned 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 this account Regarding the voicemail that I left you today (12/22/16), our records indicate that the renewal of the domain name: herzeleidmeister.com had occurred on 10/5/16, but the online cancellation request you made was not submitted until 10/24/Due to this, an invoice for the 2016-renewal of the domain had generated on 10/7/16, prior to your requestEven after the cancellation was activated on your side through an automated system email sent to you, the balance of $remained under the canceled account, as all balances need to be physically cleared by an agent over the phone, or via email that is sent in directly to our Billing or Cancellation Team In order to assist you further, we are pulling and waiving the account balance of $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 service under this canceled account Once more, we apologize for any inconvenience that had been caused here Thank you David M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Dear [redacted] ***, I 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 youWe were able to only find account associated with your name, however, the charges and case history do not seem to match up with the issue that you have described to usIn regard to the problem that you have brought to the attention of the Revdex.com, please provide us with an Account Number/Customer ID Number, invoice number, email address, or the [redacted] email address that has been getting debited for the referenced chargesOnce we have received that info, we can find the account in question, and begin to work on a resolution to this unfortunate situationPlease feel free to contact us further via email to: [email protected] if you need any additional assistanceWe 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, and the balance being sent to collections Please understand that we can certainly sympathize with you, in knowing that this is an upsetting situation, and apologize for any issue that may have occurred when you attempted to contact us Regarding the voicemail that I left earlier today (12/29/16), 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 of $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 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 account 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-daysUnfortunately, we do not have the ability to expedite this process, as it is ICANN policy that can cause this waiting time Per your request, we are waiving the most recent invoice (# [redacted] ) in the amount of $Aside from that, we have also issued free months of service to the hosting portions of your account that are still activeThis will provide you with plenty of time to transfer your domains without being charged for unwanted hosting feesShould you decide to keep the domain names registered here, we can assist you with downgrading the unwanted hosting packages once the balance of $is cleared off of your accountHowever, the system may still require the payment method to be updated at that time, but you wouldn’t have to worry about unwanted hosting charges due to the free units that I have applied Moving forward, please feel free to contact me for further assistance through the email address of: [email protected], and I will be more than happy to help you in any other way that I can 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 domain name: [redacted] .com As per your correspondence with my colleague Matthew of the Solutions Team, this domain has been completely restored to your accountWe have also applied a credit in order for this reactivation to be processed without any additional charge to youOnce the day waiting period has passed the initial date that it had been registered with 1&Internet Inc., you will be able to transfer your domain [redacted] .com to the provider of your choice We appreciate your patience and time spent working with us in order to resolve this matter for 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 */

[redacted] On behalf of 1&Internet, I would like to sincerely apologize for any inconvenience associated with your orderRegarding the voicemail that I left today (5/19/17), we 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 or email addressIn regard to the problem that you have brought to the attention of the Revdex.com, please send the account number or name that is listed as the account holder to [redacted] Once we have received that information, we can find the account in question, and we can begin to work on a resolution to this unfortunate situationWe apologize for any inconvenience that has been caused here [redacted] David M [redacted]

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your account Unfortunately, as previously indicated by members of our Domain Administration Team that handle these particular matters, the auto-renewal options for the domain names: [redacted] .com and [redacted] .com were turned off in prior to their physical renewal datesThe billing dates/invoices were associated with when the domains were transferred to us, transferred between accounts, or if you previously turned the renewal off and had it turned back onThe billing cycle for the domains was from October to October 2016, however, the domains were not up for renewal until NovemberDue to this, since the auto-renewal option had been turned off by you or someone with access to your account’s Control Panel, they were not able to be renewed for the following year and were cancelled when they reached their expiration dates To avoid these types of situations, we send out domain renewal/expiration notifications prior to their set dateIn this case, the latest notifications that had been sent to the contact email on file of: [redacted] @***.com were on 11/4/and 11/5/ These emails contained information regarding the upcoming expiration dates that were approaching later that month, and explained how to turn the automatic renewals back on in order to avoid their expirationsWith no changes then having been made, the domains in question expired, which led to someone else purchasing: [redacted] .com on 1/31/16, and the domain: [redacted] .com currently being available for purchase through any provider In order to assist you further, we are refunding you both $invoices that had been charged prior to the expirations in 2015, and are offering to provide free year of registration for [redacted] .com, along with any other domain name of your choice should you acceptPlease allow 3- business days for this refund to be received to the [redacted] account associated with: [redacted] @ [redacted] .*** Please feel free to contact us for further assistance via email at: [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] (Customer ID # [redacted] ), I sincerely apologize for the inconvenience associated with your accountPlease understand that this unfortunate situation was not intentionalRegarding the charges that you have referenced, as previously mentioned by other agents, when you request a new service such as a domain name, there is a test charge issued immediately, which is usually refunded through the bank or financial institution in question within 24-hoursThis test charge can be for the same amount, as the service in question costs, once the physical invoice has been generated, and attempts to debit your payment methodThe reason for this test charge is to: 1) inform our system there is a valid payment method being offered for a service that will 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, our billing system does not have the ability to physically debit, and retain, any charge from your payment method, unless a physical invoice has first been generated under your accountI sincerely apologize if you do not agree with this, however, this is how our billing system works, and we have to base this information off of what our records indicateAt this time, only invoices have been generated within your accountYou were first invoiced (# [redacted] ) on 8/9/in the amount of $for the domain name: [redacted] .in, and the payment was successfully processed on 8/11/The second invoice (# [redacted] ) then generated on 1/9/in the amount of $for the domain name: [redacted] .comEven though you had registered this domain on 12/15/16, invoices for domain registrations can generate within days or weeks of the physical registration date, depending on the accounting date that has been set, from when that Contract ID had been first activatedThis payment was never successfully processed, most likely due to the fact that you made sure to keep the balance empty, as you had informed us via email on 1/11/17, because you were under the impression that we had already debited the payment for this domain, and were attempting to charge you againDue to the payment of $not having been successfully debited within days of the physical invoice date, the domain: [redacted] .com was automatically canceled within our systemThat being said, I would like to move forward on a positive note, and focus on what we can do to resolve this matter for youDue to the inconvenience that has been caused, I am refunding the initial charge of $that is associated with invoice # [redacted] , so that the first year registration of the domain: [redacted] .in, is covered free of charge up until 8/8/Along with that, we will be reactivating the domain name: [redacted] .com, and will cover the next month registration free of chargeI am forwarding a case to our Domain Administration Team so that this action can be processed as soon as possibleYou will be contacted further once more information is available regarding the status of the reactivationMoving forward, if you 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

Dear [redacted] I sincerely apologize for any inconvenience associated with this account, and the balance being sent to collections 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 is turned off, or the domain/hosting is physically canceled by the customer Prior 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 required Our records indicate that the hosting package and domain name: [redacted] had renewed for another year on 6/18/16, however, we did not receive any contact from you until 8/3/when you emailed us stating that you did not wish to continue with this service and renewAlong with that, you mentioned that you had attempted to transfer the domain to another provider in advance and we would not release itAt that time, an agent advised you to contact our Cancellation Team for assistance to cancel any unwanted features, and they would have been able to assist in regard to the domain transfer as wellIf there had been an outstanding balance for an extended amount of time, then an attempted domain transfer may be initially blocked, however, once contacting us we would unblock the attempt as the domain name belongs to you the customer, not 1&Internet Inc In order to assist you, we are pulling and waiving the balance of $from our Collections TeamRadius will remove you from any list that they have, and this has not, and will not affect your credit That being said, there are no locks or restrictions on this account which would keep you from transferring the domain name away from 1&Internet Incat this timeTo transfer it, 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 [redacted] policy that can cause this waiting timeFor your records, listed below is the authorization code that you will also need in order to transfer your domain name [redacted] If you end up requiring additional assistance with transferring your domain away, please contact our Tech Team by phone at: ###-###-#### Moving forward, we will watch this account, so that once the domain name has been transferred away, any remaining service will be completely canceled, 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 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 That said, I previously received verbal and written assurance that the account was closed, only to receive threats to send the account to a collection agencyIf this behavior repeats itself, I will file another complaint with the Revdex.com and also file a complaint with the Nevada office of the AttyGen Regards, [redacted]

Dear [redacted] (Customer ID: [redacted] ), I sincerely apologize for any inconvenience associated with this account, and the balance being sent to our Collections TeamIn order to assist you with this matter, we are removing this account from collectionsFMA Alliance 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 $36.83, that you have with either FMA or 1&Internet IncRegarding notifications being sent to you about the issue that had occurred, our records indicate that all emails would have been sent to the address of: [redacted] Along with that email address, the phone number that was last provided under this account in which we could contact you was: ###-###-####, and it is not currently in serviceSince we are a web hosting provider, our main point of contact are emails and phone callsThe emails that we attempted to send were in regard to a declined payment that occurred on 4/21/Since the payment was left outstanding for an extended amount of time, the account was eventually canceled on 1/2/As a courtesy to help keep our customers from easily losing their domain(s), we renewed the domain name: [redacted] in your name for an additional year on 8/22/15, prior to the account cancellationDue to the cancellation having occurred, the domain name: [redacted] was not able to be registered in your name for another months on its renewal date of 8/22/The status of the domain at this time makes it so that it can only be reactivated by you, through 1&Internet Inc., since the domain had expired within our system recentlyIt is not up for public saleAt this time, the easiest way to reactivate the domain, would be to set up a brand new account, either online at 1and1.com, or over the phone with our Sales TeamOur Sales Team can be reached by phone at: ###-###-####, or via email to: [redacted] Once the new account has been activated, please feel free to contact me for further assistance via email at: [redacted] , and I would then be able to have the domain: [redacted] added free of charge for the next months to the account That being said, I will see if our Quality Assurance Team can find and monitor your call, in order to take the appropriate actions with any agents that may have been unprofessional towards you Once 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 Regarding the voicemail that I left you today (5/5/16), this email confirms that we have canceled your account, and are refunding you in the amount of $ Since the online cancellation that you had attempted was within days of the initial product order, we could have refunded this without a [redacted] dispute being filed if we had been contacted via email or by phonePlease allow 3-business days for this refund to be processed to the [redacted] account associated with the email address of: [redacted] 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 Mattis Customer Care 1&Internet Inchttp://www.1and1.com

Dear [redacted] ***, (Customer ID # [redacted] ), I sincerely apologize for any i***nvenience associated with your account According to our records, this account has been active since 8/22/Our domain renewal system has been the same, and has not changed during the length of time you have been a customerAt the inception of this account, you agreed to the General Terms and Conditions for activation of services with our company, located within was information pertaining to all domain names being set to automatic renewal, unless otherwise canceled, or by changing the Auto-Renewal feature to “Off” within the 1&Control Panel of your account, prior to the annual renewal dateAlong with that, 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 names that you are no longer interested in Per your request, I have compiled a comprehensive list of all services/features/domain renewals that currently have a balance dueThis list is in the format of a Microsoft Word document, and contains information such as the Contract ID number, Invoice number, date generated (for invoices), the balance owed (per contract), whether there is a late fee added within the balance given, whether the contract and balance in question are with our Collections Team, and the type of service and/or domain(s) associated with each contract as wellThis Word document has been emailed to the address on file of: [redacted] @***.com Regarding some of the other concerns mentioned, we do not sell any of your personal informationWe have had previous correspondence with you in which we explained that the Whois information listed within their database for all of the domain names registered under your name is set to publicWith this being the case, any person or company that takes a look at this worldwide database will see your information such as phone number, email address, mailing address, etcAs the domain owner, it is your responsibility to make the appropriate changes, such as changing the domain information to private, if you do not want it easily accessible onlineWe had previously advised you of how these changes could be made Also, all credit card information contained within your 1&account is safe and encryptedIf this was not the case, we would not be in businessUnfortunately, our billing system does not work with prepaid credit cards, as there is typically not a personal name associated with them, and they do not usually allow reoccurring payments, which is how our payments for services rendered are set up When it comes to account ownership, we do have business and personal account statusesAny account listed as a “Business” one because there is a company name associated with it, is just to dictate the level of assistance that we can provide for a non account holder, since there is more of a chance that multiple people would be using it, as opposed to a personal accountIn other words, it gives more permissionsHowever, if at any time there is an outstanding balance owed, that eventually gets handed to our Collections Team ( [redacted] or [redacted] ), it would be the responsibility of the physical person listed as the account holder to resolve the matterFor the record, any balance(s) handed to collections from us, is not reported to any Credit Reporting Agency, so your credit score would not be affected by the balanceAlong with that, every account has an email address listed which is used for any and all notifications that are sent outYou can change this email address at any time Currently, the email address on file is: [redacted] @***.com, which was mentioned above as wellDue to this, you are receiving our notifications to a personal email address, because you do not have a company/corporate based email address listed under the contact information within this account On the topic of your domain names, if at any time you wish to transfer them to another provider, you can do so regardless of the payment status on your account, as they are your domains, and we simply hold them for youIn order to do so, you would need the Auth Codes which our Tech Team can help provide you with (###-###-####), and you would initiate the transfer from the other provider/registrar of your choice That being said, we would like to help you with the overall balance of $2,018.99, which you will see under the Word document that I have sentAt this time, we are willing to reverse all invoices from August 2015, each in the amount of $14.99, which comes to a total of: $On top of that, we would also pull all balances from collections, and make them payable to 1&again, while waiving all late fees of $18.95, that are associated with those balances, which comes to a total of $Overall, we would waive $1,of your total balance of $2,018.99, giving you a new balance of $We feel that this offer is more than generous, and are trying to work with you since you are a long time customer Moving forward, aside from turning off the auto-renewal feature in your Control Panel for domain names you no longer want, we would suggest you contact the Cancellation Team, and immediately cancel any unwanted domains to avoid any further issuesThey can be reached by phone at: ###-###-#### 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 accountIn order to assist you with this matter, as you have requested, we are in the process of refunding you the $domain renewal charge, along with the $late feePlease allow 3-business days for a total refund in the amount of $to be received to the credit card ending in “***”Moving 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 hereThank youDavid M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Dear [redacted] I sincerely apologize for any inconvenience associated with the claims to active services Regarding this particular matter and the voicemail that I left you today (11/22/16), 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] ***, etc This email confirms that a case had already been sent to our Security Team to investigate this issue further, after we had received a Chargeback associated with the accountThe Security Team had deemed this account as fraudulent, and they issued an immediate cancellationAlong with that, we have already waived the balance of $114.99, and you will not be contacted regarding this againThat being said, we will not fight any dispute that is received from your bank or financial institution for the refund(s) they have provided to you Moving forward, there will be no further problems in reference to you being billed or invoiced by 1&Internet Inc., since this account has been canceled due to its fraudulent nature 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