1&1 Internet, Inc

Someone fraudulently used my credit card to obtain services with 1&When I called the company to let them know they would not let me speak with a supervisor or managerGade M*** told me they could not look up the account and I should call my bank for a refundI told him I called the bank prior to calling 1&and he said he could not look up the transaction because I did not have the account number of the party who used my credit card numberIt's disheartening to see that criminals have more privacy than law abiding citizens

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the transfer of domains to another provider
Our Case History under this account indicates that the last
time you had been billed for the Home Hosting package was back on 8/24/13, and
you would not be billed again until 2/24/In order to make sure that you are
not billed for hosting again, prior to an account cancellation, even though the
transfers should be resolved well before that date, I have added a free month
of service that would delay the February invoice attempt
That being said, I have forward this case to one of our
Technical/Domain Specialists, to investigate this matter for you further, and
provide a manner in which we can help you finalize the transfer of the domains:
***, and ***, to another
provider
I can assure you, that we will be able to handle this for
you in an appropriate manner, and the specialist will be in contact with you in
the next 24-hours.
Once more, I apologize for any
inconvenience that has been caused here
Thank you
*** ***
Customer Care
1&Internet Inc
http://www.1and1.com

Dear *** *** (Customer ID # ***),
I sincerely apologize for any inconvenience
that has occurred with the domain in question
I am not quite sure why there would have been any issue with
receiving the emails in question, which would have been sent to you regarding
the declined payment attempts initiallyIt may be possible that certain
changes or upgrades that were made at some point filtered the incoming payment
reminders as Spam, causing you not to see themPlease understand, this is not
an excuse, I am only trying to express reason behind what typically works and
occurs, not having worked in this particular situationFor that, I can only
apologizeIn that same regard, when an account is sent to collections, they
are responsible for sending out the physical lettersThat is a part of their
process, not ours, and I am not quite sure why this would have failed you as
well, since you have stated that the mailing address associated with the
account in question is validAs far as contacting customers via phone, back in
August of 2013, outbound calls for declined payments were something that we did
not offer, I am sure that you will be happy to know, that as of earlier this
year, we have implemented a system to make outbound calls to our customers
This is being done as an attempt to better our customer service, and avoid these
types of problems.
That being said, I am deeply sorry that you did not have the
best experience with our Tech Team agents while trying to reactivate the
domainWhen it comes to domain reactivation in a circumstance such as yours
had been, we have behind the scenes administrators that handle and process
these cases, due to the time it takes, and the severity of the situationDue
to that, it can make agents seem completely helpless at times.
As a sign of good faith, due to some potentially poor
practices at the time leading to this issue, I would like to offer free
months of hosting, should you at any time decide to set up a hosting package
under your account, (ID # ***)Aside from that, moving forward, if you
ever have any matter occur in which you want to explore the quickest and most
direct way possible to resolve it, please feel free to contact myself, or one
of my colleagues here in the Solutions DepartmentOur phone number is:
###-###-####
Once more, we apologize for any inconvenience that has been
caused here
David M***
Customer Care
1&Internet Inc
http://www.1and1.com

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the cancellation of this account
Regarding this matter, for the security of our customers we
do not cancel accounts via email. This is done to ensure that a
Non-Account Holder cannot maliciously cancel services that do not belong to
them.
As per the correspondence that you had with members of my
Cancellation Team, you emailed in a cancellation request on 3/11/15, and you
were informed yesterday on the 12th that someone would call you
“within a week” to process the cancellationAn agent then emailed you at 11:
AM (EST) on the 12th stating that they weren’t able to reach you by
phone, and asked for you to call back the Cancellation TeamOnce again, I
apologize if this was an inconvenience, but it is strictly in order to
safeguard our customersWe would have reached out to you again if we had been
informed of a time and date that worked better for you
That being said, we have issued the immediate cancellation
of this account, and waived the balance due
Moving forward, you will no longer be billed or invoiced for
any service, since this account is no longer active
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www.1and1.com

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience that has occurred with your attempt to activate this new account
There are many reasons why a customer may be required to provide
some type/form of Proof of Identification prior to an account becoming
activatedSometimes a personal name that we are given seems as if it may not
be real, and as per ICANN policy, in order to register the domain/s being
requested, it must be proven that the registration is linked to an actual
person, for the protection and rights associated with the Intellectual Property
rules and regulationsIn other cases, certain information given to us does not
seem to be completely accurate, and our Security Team requires P.O.Idue to
that, in order to make sure that a valid account is being set up
Unfortunately, in this particular situation, our Security
Team found records that do not match the information which you have provided thus
farAccording to their analysis, the company name of “*** *** ***”, which you are trying to associate with us under a “Business” account,
does not have any record/business registration found with the PA Secretary of State,
as you have provided a PA based mailing address with thisAlong with that, the
phone number provided is an “number”, (1-877), not that of a personal
contact, and the email address provided (***),
shows a WHOIS record under the domain name being that of a “Personal” name from
someone in Texas, it is not registered as a “Corporate” name based in PA
Due to the above mentioned reasons, our Security/Fraud Team
will not activate the account, without receiving a form of Government issued
Photo ID, along with the Articles of Incorporation, Business Registration
Documents, or Tax Documents associated with the referenced business nameThat
being said, no one outside of the Security Team would have the ability to
override their decision, as they are solely responsible for activating new
accounts
Once more, we apologize for any inconvenience that has been
caused here
David M***
Customer Care
1&Internet Inc
http://www.1and1.com

Dear *** ***, (Account Holder: *** *** - Customer
ID # ***),
I sincerely apologize for any inconvenience associated with
this account
At the inception of this account, the account holder *** *** agreed to our General Terms and Conditions which inform the customer
that we are not responsible for providing compensation for downtime that
results from any issue that is caused either by ourselves or the customerThe
refund of $that we have issued was given as a good faith gesture, for an
issue that occurred from DNS settings that the customer attempted to enter,
which did not have an A record entry, and is why the websites in question did
not resolve properly at the timeAt your request, as was discussed with my
Domain Specialist Matt last week, changes were able to made that now allow for
your Name Servers to be set up as you had wanted, and everything is up and
running at this timeDue to this, there is nothing further that can be offered
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www.1and1.com

There are multiple issues with 1andWeb HostingI am filling this complaint on behalf of our company
- Hosting Service - 1andadvertise up time 99.9% however 1andhosting is down more than hours in a month
- 1andcustomer services asked us to upgrade the hosting package, our downtime didn't get better but they start charging us for email spam and virus filter which was free for all our email in the previous package
- 1andcustomer service takes days to respond if there is an issueThey are unethical and drop the call if you complain and no one return to follow up

I was your loyal customer since when I got my web degreeOver the years your serive was good but too many times I had to uncheck many auto renew boxes for things I did not want or ask for and was charged forI didn't always get notified by email because your bills usually got sent to spam but I paid them anywayRecently you sent me bills I guess to my email however it is the same email that you locked me out of so how was I supposed to know I had a billYou sent me to collectionsNo bill sent to my home address don't say it too expensive to mail since you can send me junk mailI paid your dollars but I will never do business with you again and I am extremely upset that this is how you treat a long time customerAlso you might have noticed that one of the websites was for my daughter who died at in DecemberTo resolve this I am requesting that you remove all information you have on me and not to contact me ever againTurn of any auto renew boxes I have left on since I can't access my control panelDelete or remove any webname or webspaces I have with your companyCancel, delete, close out my account whatever you call itIf you sent anything to my credit report I would appreciate it if you would delete the entryThank you for your attention to this matter sincerely Jeff g***
Customer I'd ***

I have called theses guy times to cancel my services along with attempting 10+ times to cancel online and they will not cancel my servicesThe most recent time I contacted them via phone was days ago, they again said my services would be canceled and sent me yet another email to that effect and now today I have yet another invoiceEvery time I have talked to these guys I have told them repeatedly they no longer have permission to attempt to charge any of my accounts and they continue to do soThis is a total scam and I need them to stop

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***The $charge was reversed, so I have no further cause of actionI do, however, reject the explicit claims made by 1&internet, that "they have no control over the process"I routinely see a preliminary charge of $in my account (from Amazon, from gas stations, etc.) I have never seen a $test charge from any organizationThe magnitude of the charge is within the organizations controlFurther, usually with online purchases such as web-hosting, domain registration, etcI receive no charge until I complete the purchase -- no test charge at allI am dismayed by the practices of & internet, but in light of the charge reversal, I have nothing further
Regards,
*** ***

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the billing attempts of this fraudulent account
set up under your name
In regard to a conversation you had with one of our Billing Team
agents on 8/26/15, the outstanding balance under this account is being waivedWhen
an account is flagged as Fraudulent, there is a certain process that we must go
through which sometimes causes for the balance listed to remain in our system
slightly longer than usualHowever, we would not send it to collections in the
meantime with it having been determined as being a fraudulent account
That being said, no more money will be owed on this account, as
the balance will be completely cleared, and the cancellation of this account was
also processed so that there is no longer anything active under your name
As much as I regret your personal and credit card information
having been compromised, I am glad that I have been able to assist you with
resolving this unfortunate situation
Once more, we apologize for any inconvenience that has been caused
here
Thank you
David M***
Customer Care
1&Internet Inc
http://www.1and1.com

Dear *** ***, (Customer ID # ***),
I sincerely apologize for any
inconvenience caused here
In regard to the issue that you had experienced, I see that Joseph Q***,
the Director of our Solutions Team had reached out to you, and discussed
everything that you referenced with your accountIt is also notated that the problem
at hand has been resolved, and things are working properly at this time
Due to the inconvenience associated with this, we have
issued an additional free months of hosting to your MyWebsite Basic Package,
Contract ID # ***Moving forward, if you have any additional problems,
please feel free to contact us here in the Solutions Team either by phone at:
###-###-####, or by email at: [email protected]
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www.1and1.com

Dear *** *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the billing under this account
We are very sorry that the billing structure had not been properly explained, and
per your request, we are refunding all of the invoices which have been
charged under this account, which comes to a total of $ Please allow
3-business days for this refund to be processed to the credit card ending in “***”
To assist you further with this matter, I have canceled the
unwanted packages, Contract ID #***,
and #***At this time, the only remaining package left under your account
is Contract ID #***, with the domain name: ***.com
Moving forward, at some point before the end of your free
services lasting until 2/22/17, you will have to contact our MyWebsite Team in
order to change to a monthly billing structure, as we do not have the ability
to make that change for you within this departmentThey can be reached by
phone at: ###-###-####If you instead wish to cancel this contract as well
(Contract ID #***), than please
contact me via email to: [email protected],
and I will cancel this service too
Once more, we apologize for any inconvenience that has been caused here
Thank you
David M***
Customer Care
1&Internet Inc.http://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 ***, and find that this resolution is satisfactory to me Thank you for your help in having this account cancelled and debt removed from my name.
Regards,
*** ***

Dear *** *** *** *** *** *** * *** ** * ***
I sincerely apologize for any inconvenience associated with
this account
As
per your previous conversations with my Technical Specialist M***, we have
confirmed with you that the referenced email issues have been addressed and
resolved at this time
Along
with that, we have refunded the most recent invoice in the amount of $14.99,
and issued free months of hosting to the Home Package
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www.1and1.com

Billing or Collection IssuesBilling or Collection IssuesselectProblem: I was sent an email telling me that they had closed down my domain for which I use for my business websiteI called them up to figure out the problem and get it resolvedI
was told my account had been sent to a collections and they couldn't do anything until it was paidI didn't even know it had gone to a collection agency because I had my account set up for auto draft renewalFirst they sent me to the wrong collection agencySo after an hour of going back and forth between them and the collection agency to find my account they finally figured out that they had the wrong collection agencyThen after I paid the correct collection agency and called back 1andso I could reactivate my account and get my website working again, I was told that they couldn't do that and it would be or daysIn the beginning I had asked what needed to be done to get this corrected right away and was told that they could get it fixed after I paidAfter I was told it would take or days now I was a little baffled and told them that there has got to be someone there that could figure out how to get this done in this technological day and age so that customers aren't loosing businessI was told there was nothing they could doSo now I am left loosing thousands of dollars of business from my clients due to not being able to access our website because and can't resolve an issue which amounted to $on their endTranslateDesired Resolution / OutcomeDesired Resolution: Other (requires explanation)Other (requires explanation)selectDesired Outcome: The $additional fee that I paid refunded and my collection report correctedAlso they will give me the necessary code so that I can move my domain to a different company since they are unable to resolve minor problems for their customers

This company has a scam going on where when you create an email address with their service if you are not paying attention there is a little check box that allows them to bill you 5$ per email addressI did not realize this and recieved a very high billI was told this would be correctedThis was months agoSince then My services that I have PAID for keep getting shut offI have customers domains I use this service forThey keep shutting my customers down as wellTHis is costing me money and potentially businessI am looking into getting a lawyer and I suggest if anyone else deals with this they should do the same thing
I call these people once a week to have my services turned back onThis is unacceptableThere was also another billing issue with a few domains I orderedI finally told them to cancel the domainsI was told this was complete and I would not be chargedI am sick of this company the last person I spoke to was axel first level *** ***He refused to f

Dear *** ***-*** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the billing and cancellation of your account
In regard to this particular matter, we are completely
waiving the outstanding balance of $
Along with that, we wish to confirm that this account has
since been cancelled. You will no longer be billed or invoiced for this
service in the future
Once more, we apologize for any inconvenience that has been
caused here
Thank you
*** ***
Customer Care
1&Internet Inc
http://www.1and1.com

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the billing attempts of this supposed account
In regard to this particular matter, we are wiping clean the
outstanding balance of $
No more money will be owed on this account at this time, and
you will no longer be held responsible for any future payments, as the
immediate cancellation of this account has also been processed
Once more, we apologize for any inconvenience that has been
caused here
Thank you
*** ***
Customer Care
1&Internet Inc
http://www.1and1.com

Dear S*** *** (Customer ID # ***),
I sincerely apologize for any inconvenience associated with
being contacted by 1&Internet
When a customer is added to the “Do Not Contact” list, it
can sometimes take a couple of business days to be processed
In order to assist you with this matter, I have issued an
escalated case with high priority, to add your email and phone number(s) to our
“Do Not Contact” list as soon as possibleThat being said, moving forward you
will no longer be contacted by 1&Internet.
Once more, we apologize for any inconvenience that has been
caused here
Thank you.
David M***
Customer Care
1&Internet Inc.http://www.1and1.com