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 this account In regard to the voicemail that I left, our records indicate that your online cancellation attempt had not been activated in order to finalize the process To assist you further with this matter, I have canceled this unwanted account, and we are waiving the balance of $ Moving forward, you will no longer be billed or invoiced 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 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] **

[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 Although I am still waiting for the charge to drop off 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: Despite what that email says, my account is still lockedI am happy with the solution proposed if it were to actually be implementedI just want to use the domain that I paid for, that is allIf they could separate that domain from the contract, I would be able to use it 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] ), I sincerely apologize for any inconvenience associated with your accountRegarding the voicemail that I left, unfortunately, I can confirm that a number of customers had recently experienced a “Billing Bug” in our systemIt was affecting customers by generating invoices for domain renewals even if the domain(s) in question had already been canceled, transferred to another provider, or had the renewal status set to “Off”That being said, we are actively working with our System Administrators to reach a resolution for this as soon as possible This email confirms that the balance of $is being completely waived, and that this has not, and will not, affect your creditMoving forward, since there is no outstanding balance due under this canceled account, you will not 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

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the attempted charges in question and claims to active services In regard to this particular matter, what you are explaining here sounds like fraudulent activity against you, in the way that your credit card/personal information had been compromisedI have seen similar situations such as this with our company, along with many others Through the credit card/personal information being obtained elsewhere by a hacker or whoever/however it may have been, online orders and accounts are then placed with 1&1, [redacted] , [redacted] ***, etc After investigating this matter further, I can confirm that the service had been canceled due to fraudulent activity back on 10/14/ Along with that, we are waiving the outstanding balance of $from under this account Moving forward, there will be no further problems in reference to you being billed by 1&Internet since this account has been canceled for fraudulent activity 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 occurred with the invoice which had generated for the domains: [redacted] .com, and [redacted] .net Unfortunately, we are currently experiencing a “Billing Bug” in our system, that is affecting a certain number of customers by generating invoices for domain renewals after the domain(s) in question has already been canceled or has expired My records indicate that one of my colleagues within the Cancellation Team has already reversed invoice # [redacted] ($29.98) in order to clear the balance of $from under your account for these canceled domain names Moving forward, there will no longer be an outstanding balance due for the canceled domain names: [redacted] .com, and [redacted] .net 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 accountAccording to our records, it seems that the agent who originally assisted you on 9/24/had canceled the feature that was invoiced in the amount of $14.97, but left the account active even though there were no billable features leftAlong with that, in error they did not reverse the invoice in order to clear the balanceOnce you had contacted us again on 10/4/16, the balance was in the process of being cleared, and the agent then issued the final cancellation of the accountDue to the invoice not having been reversed back on 9/24/16, this prompted another automatic notification to be sent regarding the outstanding balanceThat being said, any balance that does get handed over to our Collections Team, is not reported to any Credit Bureaus, so this has not, and will not affect your credit scoreThis email confirms that there is no longer an outstanding balance associated with this canceled accountMoving forward, you will no longer be billed or invoiced for any of these canceled servicesOnce more, we apologize for any inconvenience that has been caused hereThank youDavid M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with this accountPlease understand that we will do everything possible to help resolve this unfortunate situation for youOur records indicate that we are in the process of refunding the charge in the amount of $119.88, that was associated with the List Local feature that has been canceledUnfortunately, the initial attempt to reverse the charge on 1/24/17, had failed within our system, which is why the charge has not been refunded yetThe refund process takes 3-business days, and we do not have the ability to expedite thisDue to the inconvenience, per your request, we are refunding an additional $60.00, on top of the $refundYou will either receive each one of these refunds individually, or as a lump sum refund in the amount of $179.88, to the credit card ending in “***”Please contact us here in the Solutions Team via email to: [email protected], if you require any additional assistanceOnce more, we apologize for any inconvenience that had 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 attempted charges in question and claims to active services In regard to this particular matter, what you are explaining here sounds like fraudulent activity against you, in the way that your credit card/personal information had been compromisedI have seen similar situations such as this with our company, along with many others Through 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 After investigating this matter further, I can confirm that the service was set up in October of 2014, with a monthly invoice of $being chargedof these invoices were charged for a total amount of $119.88, with the bill from April having been declinedThat being said, we have processed the immediate cancellation of this accountNo more money will be owed on this account, and you will no longer be held responsible for any future payments, as we have cleared the balance of $Along with that we are refunding all of the invoices that had been charged for the total amount of $Please allow 3-business days for this refund to be processedMoving forward, there will be no further problems in reference to you having or owing anything with or to 1&Internet since this account has been canceled for fraudulent activity 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 the charges in question and claims to active services In regard to this particular matter, what you are explaining here sounds like fraudulent activity against you, in the way that your credit card/personal information had been 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] *** At this time, we cannot find an account associated with this email address, or your first and last nameIn order to assist you further, we would appreciate if you sent an email to: [redacted] , and reference the Customer ID Number that would be provided on the collection letter 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 that has been caused hereFor the records of this Revdex.com Complaint, please see below for a copy of the email that I had sent to you earlier today (12/6/16), regarding our attempt to resolve this case Dear [redacted] (Customer ID: [redacted] ), Thank you for contacting us I sincerely apologize for any inconvenience that has occurred here Regarding the voicemail that I left, the domain names: [redacted] , [redacted] .***, and [redacted] [redacted] were transferred over to the new contract (ID # [redacted] ) on 11/11/16, which is the same day they were set to expire, since you had deactivated the auto-renewal feature for both of these domains on 9/5/There is a day grace period that begins on the set expiration date (11/11/16), and this is to allow customers to reverse the expiration if they have decided to keep the domain(s) in questionThat being said, the renewal of these domains should have been processed with no issues, as they were accepted within the new contract when they were transferred over, which is why you were then invoiced for all under invoice # [redacted] As mentioned, I had our Domain Administration Team investigate this matter further, and they have determined that there was a system error which caused the domains: [redacted] .***, and [redacted] [redacted] to be deleted, and go into the Redemption Process at the end of the referenced grace periodFor some reason, even though they had been invoiced and successfully charged, the system did not physically extend the registration for another months, which caused this unfortunate situation to occurAt this time, they are currently looking into doing whatever they can to reactivate these domain names for you, without charging the $Redemption Fees Due to the inconvenience, I am also refunding invoice # [redacted] , in the amount of $62.51, so please allow 3-business days for this refund to be processed I will contact you further with any new information as it is made available to me If you have any further questions please do not hesitate to contact us Once more, I apologize for any inconvenience that has been caused by this Thank you Sincerely, David M [redacted] Solutions Manager 1&Internet Inc Thank you David M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Dear [redacted] (Customer ID # [redacted] ), On behalf of 1&Internet, I would like to sincerely apologize for any inconvenience associated with being invoiced for domain names you no longer requiredPlease note that when this account had been ordered, it was notated that all domain names would automatically renew, unless the auto-renewal feature was turned off, or the domain/hosting was 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 requiredAlong with that, once the services have renewed, an invoice is also sent to inform you of the charge that will occur shortlyThis is to make sure that the customer is aware of the services that are still activeIt also acts as a “red flag” if you will, for customers that may no longer wish to keep certain features/service, as they can then contact us to cancel, and either have the balance associated with the invoice cleared, or be refunded if the charge has already been debitedUnfortunately, any contract with an outstanding balance lasting for longer than days will be locked, along with all features that are associated with that same contractIn order to assist you with this unfortunate situation, we are pulling and waiving all balances that are with our Collections Team, so that this account will no longer have any outstanding payments dueFor your records, this has not, and will not affect your creditThis action will also unlock your account, allowing you to transfer your domain names to the provider of your choiceOnce you are finished with transferring your domains away to another provider, please contact us here in the Solutions Team so that we can issue an immediate cancellation of the account for youWe can be reached 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

[redacted] Hello, I have received a refund via facebook but cannot update my response to reflect thisComplaint ID: [redacted]

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your account As my colleagues here in the Solutions Team had previously informed you, the domain name: [redacted] .com was already reactivated onto this account back on 8/3/At this time, it is registered in your name up until 7/23/ That being said, nothing further needs to be completed on our end 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 */

[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 servicesPlease 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 our conversation yesterday (6/14/17), this email confirms that we have deemed this account as fraudulent, issued its immediate cancellation, and are in the process of pulling and clearing the outstanding balance of $from our Collections TeamThis email states for your records, that this has not, and will not affect your credit scoreAs well, you will not be held responsible for anything associated with this fraudulent accountMoving forward, there will be no further charge attempts, or outstanding balances due, since this account has been canceled due to its fraudulent nature Once more, we apologize for any inconvenience that has occurred, and hope that this helps alleviate any frustration or anguish that has been caused hereThank youDavid M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with being charged for the [redacted] Extended Support featurePlease understand that this unfortunate situation was not intentionalRegarding our conversation today (1/30/17), the [redacted] feature was originally included for free within your Beginner hosting packageAt this time, it is now outdated, and is no longer supported by 1&Internet Incunder your hosting packageThere should have been email notifications sent out prior to any invoice(s) being generated, informing you that if the [redacted] version within your account was not updated, a quarterly bill would then be charged for the upkeep of a feature that is no longer supported by our systemWe apologize for any potential oversight that has occurred hereIn order to assist you, we are refunding all invoices which had been charged for the [redacted] Extended Support featurePlease allow 3-business days for a total refund 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