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1&1 Internet, Inc Reviews (1210)

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 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

In January I had downgraded my hosting 1&contract #*** from L to M plan
The M plan cost advertised at the moment of sign was $9.99/month
In February and March I've been charged twice this amount (invoices *** and ***)
My e-mails about the issue remained unanswered, a phone support couldn't resolve the problem
I have disputed overcharged amount with my credit credit card bank and got half of the paid invoices back
Then I received from 1¬ification about outstanding payments and replied them with documents that support my actions
They didn't respond in any way but instead without warnings shut down the server my business based on

I cancelled my service in I received a cancellation email a few days laterToday I get a call from a collection agency saying I owe over $to 1andI was on prepaid service and I paid for months usage and then cancelled at the end of monthsSome how they are trying to Bill me for months more, even though I cancelled my serviceI have not received any emails or mail stating that I owe any money

I have never heard of this company beforeI live in the Philippines and I don't know why am I charged for a service I did not even sign up in the first placeThis company is a webhosting provider and it is funny because I don't even have a website nor do I make any transactions onlineI called them to find out the history of this transaction and for me to know who placed the order, but they would ask me of my entire debit card details

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

[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.
Regards,
*** ***

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

I received a letter informing me of their merge with another company since I was a current customer, but I am notTherefore, I looked them up on Revdex.com to make sure they are legitimate and am hoping this was in error and not some fraudulent matterI am posting in case any others get the same response as they should know who their customer database consists ofNot bashing, just concerned and hope to help others

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

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]You are 100% incorrect. This incompetence even at the highest level of billing support is just not tolerated by me.Invoice ID: Undisclosed - Will provide if neededHere is the information of the charge that went through.Date: Feb 1, 2016Time: 01:17:CSTStatus: Completed Item amount: $USDSales Tax: $USDShipping: $USDHandling: $USDQuantity: 1There you goproof of the transactionI also have every call recorded and all transaction information and will continue to pursue this, even if it's only It's the principal of the matter
Complaint: ***
I am rejecting this response because: the business response was 100% false, and not even remotely regarding the claim that I made

------- Forwarded message ----------From:
"">Revdex.com of Metro Washington DCDate: Thu, Nov 13, at 9:AMSubject: Fwd: Complaint #***.To: *** ***
---------- Forwarded message ----------
From:
Date: Wed, Nov 12, at 7:PM
Subject: Complaint #***
To: [email protected]
Hello,
Since having filed the complaint below, I have connected with the company, 1&Internet, Incand the company has determined that the account in question was wrongly generated by someone assuming my identity1&is pursuing the incident further with their fraud department and have excused me of any negligence to payConsequently, I perceive the case to be closed with no further incident on my part.
While I have looked on your website, I could not find an area to which I am able to address this new information outside of responding back to this emailHopefully this email is sufficient to conclude the issue of my complaint and we can close the case
Thank you
*** ***

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

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,
*** ***

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

[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,
*** ***

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

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

[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.
Regards,
*** ***

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Description: Internet - Web Hosting, Internet Services

Address: 701 Lee Road, Suite 300, Chesterbrook, Pennsylvania, United States, 19087

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