1&1 Internet, Inc

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 name. 1&1 Internet Inc. requires 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 canceled. The
pending charge on your bank statement in the amount of $1.17 was only a Test
Charge, to verify if the credit card information you provided was valid. This
pending charge will automatically drop off of your bank account, if it has not
yet already. Since 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&1 Internet Inc.
http://www.1and1.com

This is company is a joke. I purchase dozens of domain names every year and these folks are the absolute worst hosting company I've ever done business with. I responded to one of their 99 cent "domain sale" promotions and reserved a domain. The checkout process was just like any other and after I provided payment information, I was taken to the typical checkout completed screen. Thinking my domain name was secured, bought and paid for, I checked it off my list. 2 days letter I get an email from them saying that I had to supply personal documents for identification purposes. I then checked on W[redacted] to see if my domain had indeed been reserved. It had not been. Fortunately, nobody else had grabbed it out from under me in those 48 hours and I was able to secure it with one of my other regular hosting companies. This is a fraudulent business practice that exposes business owners to incalculable loss. Registration of a valuable domain name is a serious business and in this particular case, the name could have easily been poached by someone else during the 48 hours I was exposed. No other major hosting company requires additional personal ID documents prior to registering a domain. If they did--they'd be out of business. In any event, 1 & 1 had a DUTY to disclose this at the time of registration. Failure to do so is a blatant fraudulent practice. This kind of behavior is both unprofessional and illegal.

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that had occurred with this account.
Our records indicate that there
had been some questions/requests about changing the ownership of this account at
certain points while it had been active. However, most of these references were
made by Non Account Holders. There were many occasions in which our agents sent
the person communicating with them via phone or email the link to the Change of
Ownership form, without us having received the filled out form with appropriate
documentation afterwards.
In reviewing the documents and Change Of Ownership forms
that were eventually submitted while the account was still active, and after it
was canceled, we had found that there were areas in which certain account
information requested was missing, incorrect, or not completely visible. Please
understand, that for these types of requests, there are certain processes which
must be followed, not just for legal reasons, but also for the security of our
customers. We need to have safeguards in place to protect against a possible
Non Account Holder attempting a malicious action against a customer/account. All
other account information with the exception of the Account Holder’s name can
be simply changed within active accounts by logging in with the password and
Customer ID number. If the password is forgotten or misplaced, a password reset
can be sent to the email address listed under the account.
Regarding providing access to this account and continuing to
move forward with changing the ownership if given the proper documentation, we
would be unable to do so at this time, since the account was canceled back on
1/12/15 due to excessive non-payment. The last owed invoice for service under
this account was generated on 4/4/14. Even though this payment had not been
processed, as a courtesy, we still renewed the registration of the domain name:
[redacted].org for another year on 9/25/14, up until 9/25/15. Any time that an
account has an outstanding balance for 8+ months, it is automatically set to
terminate within our system.
As of 3/17/15, the previous outstanding balance had been
resolved, but as notated, it occurred after the cancellation, so we do not have
the ability to reactivate any web space/files which existed during the life of
this account.
That being said, in order to move forward with keeping the ownership
and registration of the domain: [redacted].org, you will need to either
transfer it to a new 1&1 account with details for the new owner, or
initiate a transfer of the domain from another provider of your choice. Please
make sure to initiate any transfer at least 5 days prior to the
renewal/expiration date of 9/25/15. For your records, here is the Auth Code of
the domain: [redacted] . If assistance
is required in regard to transferring the domain name, please contact our Tech Team
by phone at: ###-###-####.
Once more, we apologize for any inconvenience that has been
caused by this unfortunate situation.
Thank you.
David M[redacted]
Customer Care
1&1 Internet Inc.
http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any inconvenience associated with
being contacted by 1&1 Internet.
As referenced back in January of this year when you filed a
Revdex.com Complaint initially in order to have this account canceled, we just want to
confirm that there are no active services in your name.
Sometimes promotional emails are sent automatically through
our system to customers that no longer have an active account with us. In order
to assist you with this matter, we are in the process of putting you on our “Do
Not Contact” list, and purging your email address from our database, so that
you do not receive any future notices from us in error again.
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] [redacted]
 
I sincerely apologize for any inconvenience associated with
the transfer of your domain to another provider.
 
In regard to the voicemail that I left you, our records
indicate that the transfer of the domain: [redacted] had been
initiated, and is already in the process of being transferred to your new
provider. At this time, your domain transfer will be completed within 24-48
hours, and the change of registrar information will then be reflected within
the WhoIs records once the move has been finalized.
 
Unfortunately, we do not have the ability to expedite this
process, as this is [redacted] policy that causes a domain transfer to take at least
5 days in order to be finished.
 
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 any
inconvenience associated with the billing and cancellation of your domain: [redacted].
 
In regard to our automatic renewal feature, this information
had been mentioned and was agreed to at the inception of this account. Aside
from that, emails are sent out at 60, 45, and 30 days prior to any and all
domain renewals in order to give you ample time to process a cancellation if
certain domains are no longer required.
 
In regard to this particular matter, we are removing your
account from collections.  [redacted] will remove you from any list
that they have.  As well, we are wiping clean the outstanding balance of $
33.94 that you have with either [redacted] or 1&1 Internet.  No more money
will be owed on this account and you will no longer be required to contact [redacted]
or 1&1 regarding this account.
 
Finally, 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.
 
[redacted]
Customer Care
1&1 Internet Inc.
http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with your account.
In regard to the voicemail that I left, I can confirm that
your account is currently active.  You
have complete access to all features and services within your Control Panel at
this time.
As it is outside of our scope of support, if you require
further assistance with your MyWebsite Plus hosting package, you will need to
contact the MyWebsite Team by phone at: ###-###-####, or via email to:
[email protected].
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]
I sincerely apologize again for
this inconvenience.
 
Please understand that this Test Charge system is not
something that we have any control over, especially if it is being generated by
your bank or financial institution to protect you against fraud in the case
that someone else obtains your banking information. The reason that these Test
Charges are generated, as mentioned, sometimes by your bank, is because your
card information was being “entered,” even if not completely processed, into a
computer system and a company that charges for services which are not tangible
items. You don’t physically receive the item at your doorstep. I can assure
you, that the $6.00 will be refunded, and once again, this is simply a security
precaution due to the services rendered by 1&1 Internet as a company.
 
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

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.  Thank you.
Regards,
[redacted]

Dear [redacted], (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience caused here.
In regard to the issue that you had experienced, I see that our
Retention Team has added a Windows Unlimited Hosting package to this account, and
provided 12 months of service free of charge, in order to get everything back
up and running. It is notated that your website is working properly at this
time due to the changes that have been applied to the account.
Due to the inconvenience associated with this, we are also
refunding all of your 2014 invoices, which comes to a total amount of $196.40. Please
allow 3-5 business days for this refund to be processed to your [redacted] account.
Moving forward, if you have any additional problems, please
feel free to contact us here in the Solutions Team either by phone at:
###-###-####, or email at: [email protected]
.
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 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 $11.88.  Since the online cancellation that you had attempted was within 30 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 phone. Please allow 3-5 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 service. Once more, we apologize for any inconvenience that has been caused here.   Thank you.   David Mattis Customer Care 1&1 Internet Inc.http://www.1and1.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:One I cannot ger back into that domain and no where does it say I am going to be charged for some bt service I didn't sign up for
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with your domain transfer.
Our records indicate that the domain name: micro-prop-shop.com is now currently
registered with the company [redacted] Due to that, there is
nothing further that can be done from our side since you have already processed
the transfer to a new registrar.
If you need any further assistance, please contact me via
email to the address of: [email protected] .
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

Since they transferred all tech support to overseas – Philippines to be more specific, the service has been a fiasco!
My website stopped working – the server is no properly reporting the HTTP codes upon requests, not to mention that HTACCESS coding support is ludicrous…
I have spoken with L1, L2, and they have even escalated to Administrators (which is only accessible internally by emails), but the problems still unsolved and they simply don’t care at all... Once they put you on hold, forget about it, after over 1h waiting the line just get disconnected and don't expect any call back!
If you only use the hosting for basic website pages (HTML/CSS only) and email, it may be a suitable service, but anything beyond that, do yourself a favor and find another Service Provider because 1and1 is DEFINITELY NOT for you.

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the billing attempts and cancellation of this supposed,
and seemingly fraudulent account.
 
In regard to this particular matter, we are wiping clean the
outstanding balance of $14.99.
 
No more money will be owed on this account, 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.
 
[redacted]
Customer Care
1&1 Internet Inc.
http://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 side. Afterwards, we will be able to release
the domains via a transfer to that other registrar. The process of transferring
a domain can last between 3-5 days. Unfortunately, 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 $52.38. Aside from that, we have
also issued 12 free months of service to the hosting portions of your account
that are still active. This will provide you with plenty of time to transfer
your domains without being charged for unwanted hosting fees. Should you decide
to keep the domain names registered here, we can assist you with downgrading
the unwanted hosting packages once the balance of $52.38 is cleared off of your
account. However, 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&1 Internet Inc.
http://www.1and1.com

Dear [redacted] (Customer ID #[redacted]), I sincerely apologize for any inconvenience associated with the cancellation of your account.   Our records indicate that the outstanding balance of $23.88 had...

been waived by the previous agent that you spoke with on 4/29/16. Along with that, in order to avoid any other issues regarding payments of any kind, we have set an immediate cancellation on this account.   Moving forward, you will no longer be billed or invoiced for this canceled service. 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],
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. In
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 in reply.
Once we have received that info, we can find the account in question, and we
can begin to work on a resolution to this unfortunate situation.
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] (Account Holder: [redacted] -
Customer ID # [redacted]),
I sincerely apologize for any inconvenience associated with this
account.
In order to assist you with this unfortunate situation, we
are pulling and waiving the overall balance of $131.80 from our Collections
Teams. [redacted] and [redacted] will remove you from any list that they
have, and this will not, and has not, affected the credit of the Account Holder.
No more money will be owed on this account, and you will no longer be required
to contact [redacted], [redacted], or 1&1 Internet regarding this matter.
To transfer the domain(s), you will just simply need to
contact the provider in which you want to move them to, and initiate the
transfer(s) from their side. Once this has started, we will be able to release
the domain(s) via a transfer to that other registrar. The process of
transferring a domain can last between 3-5 days, which is a process that we do
not have the ability to expedite, as it is ICANN policy that can cause this
waiting time.
For your records, listed below is the only domain name left under this
canceled account, along with the authorization code that you will need in order
to transfer this domain.
[redacted].com - authorization
code: [redacted] (Expires on 9/17/16)
Moving forward, you will no longer be responsible for any
payments under this canceled account.
If you need any additional assistance in reference to this case,
or information on any domain names that had been previously registered within
this account, please contact our Solutions Team via email at this address: [email protected].
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

[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. This is what I have been saying for more then a month, I said I don't wish to continue unless I can pay per month not per year since I am low on money.
But I don't understand why there was any claim of a outstanding payment from your end if I said I don't wish to continue as soon as trial was over, you would think the support team would remove any charge right away since I told them as soon as it was over I don't wish to continue. The delay was due to me having trouble closing and cancel webpackage and forward domain somewhere else. Anyway this resolution what you mentioned should be fine. But I also don't understand why does the entire account have to be terminated if I did not purchase the web plan, and did not authorize any payment since I did not ask to continue. But your resolution is fine that I finish the term I paid for for my domain along with a little extra time as you mentioned. I would prefer account not be terminated though.
Regards,
[redacted]