1&1 Internet, Inc

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with your account.
Our records indicate that the
domain name: [redacted].net had physically renewed on 2/1/16, which was the
same day that you had requested the cancellation of this domain. When a domain
name renews, the invoice can be generated anytime within a couple of days to a
month later, depending on the account date that is set up for the contract that
the renewal falls under. Due to this, you received an invoice on 2/25/16 for a
domain name you had canceled on the same day as its renewal had occurred. Regarding
the domain: [redacted].net, that had renewed on 1/18/16, but was not canceled
until 2/22/16. It seems that the refund we attempted to provide to you as a
courtesy for that domain, ended up clearing the balance associated with: [redacted].net.
To avoid these types of situations, we send domain renewal notifications at 60,
45, and 30 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 name(s) that
you are no longer interested in.
In order to assist you further, we are refunding you the
$14.99 charge that was associated with the domain: [redacted].net. Pease allow
3-5 business days for this refund to be processed to your [redacted] account of: [redacted].com.
Along with that, there is no physical lock under your account,
everything is currently active.
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

First year is cheap, but without you realizing (small print) you'll sign up for a continious service with a much much higher fee. Cancelling proces is made overly complex and collection is rough.
Selling people products without them realizing it. And then going after them for money. I think that is NOT a fair way of doing business.
Would definitely not recomment this company to people I like.

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any inconvenience associated with
your account, and the domain name: [redacted].com.
Our records indicate that my colleague John in the Solutions
Team, has already contacted you regarding the billing of invoices, and to inform
you that were are clearing the entire balance due at this time under your
account. Also, there is currently a refund of $16.38 that is being processed,
and will be added to the refund of $33.94 that is being issued for the most
recent payment that had been debited on 2/21/16. Please allow 3-5 business days
to receive a total refund in the amount of $50.32 to the credit card ending in
“[redacted]”.
At this time, I see that we had successfully reactivated the
domain name: [redacted].com on 2/23/16 to Contract ID #[redacted].
Afterwards, you then transferred the domain away from us, as it is now
currently registered with [redacted] Inc. 
That being said, per your request, we have removed the
positive review that you had submitted for the Testimonial Section of the
1&1 Blog under our website.
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

[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:
the domain is STILL not transferrable to [redacted].com.
whichever way this is solved technically: it is 1and1 who messed up all the process. normally domain transfers are easy.
now I am spending hours and hours trying to transfer the domain. on one side godaddy tells me that I need the AUTHORIZATION CODE from 1and1...
all else is set up, I know how to do this!
on the 1ND1 DOMAIN CONTROL PANEL IT SAYS
Domain
Details
 
 [redacted].info
[redacted]: /.
 
Expires in 11 months (08/25/2015)
 
Domain Details
Destination: [redacted]
Target: /.
Type: Additional domain
Status: Cancellation is in progress.
DNS Settings
1&1 name servers
Display All Records
Domain SettingsThe current domain status does not allow the modification of the settings.
the problem is that it STILL shows up as tomas@[redacted].info - which doesn't help as 1and1 still bounces emails to that address... so I never receive the authorization code.
so  you (1and1) need to do provide me with an authorization code.
(in principle 1and 1 destroyed the simple process and after one month and a million emails it is still in the same status. and this ONLY because 1and1 as a default holds domains of it's customers ransom for as long as possible ( a complaint to Revdex.com should NOT be necessary)
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with redirecting your domain name under this account.
In regard to this particular matter, we are refunding you
the last invoice (#[redacted] - 11/13/13) which you were charged for in the
amount of $119.88, along with the $18.95 late fee, totaling in the amount of
$138.83. Please allow 3-7 business days for this refund to be processed, we
apologize that we do not have the ability to expedite this process. That being
said, the system charged you for the outstanding balance that was due, since
you had updated the payment information within your account on 1/20/14. Even if
you simply entered the same credit card information, once it is saved again,
the system sees that as a new form of payment on file which will automatically
initiate a reprocessing of any current balance listed. Since we are refunding
you the charge that overdrew your bank account, if you contact your bank and
inform them that the charge was processed by error on our side, they should
then also clear/refund any overdraft fees associated with that particular charge
which is being refunded.
Aside from that, unfortunately, we are not able to change or
assist with technical issues through the Revdex.com Complaints, as that is not the
scope of support that is offered through these resolutions. As per your Case
History, we see that a case has been forward in regard to looking for any data
backup that is available. However, in order to attempt to resolve this backup
issue once and for all, I have personally handed this matter to some of our
internal technical/backup specialists, to further investigate the issue, and
reach out to you with what they have found. They will be in contact with you
shortly.
Once more, I apologize for any
inconvenience that has been caused here.
Thank you.
[redacted]
Customer Care
1&1 Internet Inc.
http://www.1and1.com

I have been a customer of 1&1 for 15 years now *I don't know why they say they've only been in biz for 13 years bc I definitely used them in 2002) and my experience has always been a very positive one. My website has never gone down, my mail has never stopped being forwarded and their customer service is amazing. Always pick up phone quickly (no annoying elevator music !) and no being passed around to 10 people before you get someone who knows how to help. I always hesitate to call b/c I think it is going to take so long (as most computer-related calls do) but I'm always pleasantly surprised. I would highly recommend them. Lisa

Dear [redacted]
I sincerely apologize for the
inconvenience associated with any billing attempts against your credit card.
 
In regard to this particular matter, when you first tried to
setup the account, you may have had a $6.00 test charge, which would be
refunded within 24 hours. The reason that you may have seen that, is because
anytime a credit card is entered into our system, the test charge is applied
to: 1) inform our system there is a valid payment method being offered for any
service that may in fact be activated afterwards, or 2) so that if this is a
fraudulent attempt by someone other than yourself, you see it within your
bank/credit card records so that it can be remedied quickly. However, as
mentioned, this initial $6.00 charge, was only a test attempt, and will be
returned to the credit card in question within 24 hours.
 
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 while it was active.
In regard to this
matter, my Domain Specialist has unlocked the domains: [redacted],
and [redacted]. At this time you can initiate the transfer of
domains to your registrar of choice.
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[redacted]
Customer Care
1&1 Internet
Inc.
http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any i[redacted]nvenience
associated with the billing attempts of this supposed account. 
According to our records, the Police Report that our
Security Team had previously requested from you has been received.  
In order to assist you with this, we are removing your
account from collections. [redacted] will remove you from any list that they
have, and this will not, and has not, affected your credit.  As well, we
are wiping clean the outstanding balance of $ 108.86, 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 Internet regarding
this unfortunate situation.
That being said, for your records, 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 this account.
For the records associated with this complaint, listed below
is a copy of the email that a colleague of mine in the Billing Team had sent to
you on 2/26/16 regarding this matter.
……………………………………………………………………�...⇄ /> Dear [redacted] (Cust: [redacted]),
Thank you for contacting us.
I have searched your full name, address linked to this account,
email address linked to this account, as well as the phone number on file for
the account and the domain name that was in this account and have found no
results linking a charge directly to you. Please call in to our Billing
Department at the phone number listed below to address these charges further.
Alternatively, you are able to schedule a call back:
 http://help.1and1.com/callback-service
 You can use this link to schedule the best time and phone
number for us to effectively reach out to you and provide a resolution. If you
are unable to access the link for any reason, just provide for us the best time
and phone number to reach out to you and we can set up a call back on your
behalf.
 By filling out the call back request form, you are
consenting to a 1&1 agent calling you at the number you provide on the
form. This call will be made by an autodialer.
 You may receive a short survey within the next 24-48 hours.
Please take a moment to complete it so that we may continue to improve our
customer experience.
 If you have any further questions do not hesitate to reply
to this e-mail or contact us during office hours by phone at ###-###-####
from 9am-5pm EST, Monday through Friday.
 --
Sincerely
Dylan L.
Billing Department
1&1 Internet Inc.
……………………………………………………………………�...⇄ /> Unfortunately, we cannot issue a refund at this time since
we are not able to find where the charge of $19.95 had been processed. This account
had been canceled back on 12/19/12, so the credit card information has been
long since deleted.
In order to find this charge and be refunded, we would
either need to search our system with the number of the credit card, or you
would need to dispute the charge in question. Disputing this through your bank
or financial institution would cause you to be refunded, and then we could link
it to the account that was charged, since the payment would be deducted from
the account that it was originally processed through.
Please feel free to contact me for further assistance so
that we can get this matter resolved as soon as possible.  I can be
reached via email at: [email protected], or
over the phone at this number: ###-###-####.
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 domain renewals/cancellation, and the balance
from your credit card dispute having been sent to collections.
 
As per our conversation yesterday, this matter had occurred
from a credit card dispute being issued, after a full refund was processed to
you, for the cancellation of the 2 domains in question. Also, as you and I had discussed,
we have pulled and waived the balance of $48.93 ($29.98+$18.95 Late Fee) from
NCO, and we can confirm that this matter will in no way, affect your credit
score.  Furthermore, [redacted] has also made
sure to drop the dispute that was referenced to you previously with them. There
will no longer be any outstanding balance due under this canceled account with
1&1 Internet Inc., or [redacted].
 
Again, for your knowledge and records, your credit score
will not be damaged or affected from this case.
 
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],
I sincerely apologize for...

any
inconvenience associated with this account.
 
Regarding the voicemail that I left today (9/29/16), 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 was turned
off, or the domain/hosting was physically canceled by the customer.  Prior
to the renewal, email notifications are typically sent out in order to give the
customer ample time to cancel their service if it is no longer required. However,
as I had mentioned, in your particular case there seems to have been an error,
as there are no records of these automatic notifications having been sent out. Due
to this, you were not able to attempt a cancellation until after the service
had been renewed for another 12 month term.
 
That being said, if the payment of $83.88 had declined, and
the balance was eventually sent to our Collections Team, your credit score
would not have been affected, as they do not report the balances to any credit bureaus.
In order to assist you, we have completely canceled this account, and are
refunding you the charge of $83.88. 
Please allow 3-5 business days for this refund to be processed.
 
Moving forward, you will no longer be billed or invoiced
again for these canceled services.   
 
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.  I do, however, believe this and ALL companies should stop the process of "automatically renewing" free trial services. Several attempts of contact should be made to a consumer asking them if they would like to continue the product/service and if they agree to an automatic monthly billing.
Regards,
[redacted]

Dear [redacted] I sincerely apologize for any inconvenience associated with this account.   Regarding our conversation today (9/9/16), this email confirms that we have waived the...

balance of $149.86 for the unwanted hosting package. Along with that, we are in the process of refunding the $58.89 charge associated with the hosting feature that was accidentally ordered last year when the domain names were registered. Please allow 3-5 business days for this refund to be received.   Per your request, we are going to downgrade your account to an Instant Domain package, so that the only active features are the domains: [redacted], and [redacted], which were reactivated earlier this morning after having been canceled. Once this action has been processed, I will contact you again to confirm it.   Moving forward, after these changes have been made, you will no longer be invoiced for the unwanted hosting package, as only the 2 domain names will be registered within the account.   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
i[redacted]nvenience associated with your account.
According to our records, this account has been active since 8/22/07. Our
domain renewal system has been the same, and has not changed during the length
of time you have been a customer. At 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&1 Control Panel of your account, prior to the
annual renewal date. Along with that, we send domain renewal notifications at
60, 45, and 30 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 due. This
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 well. This 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 information. We 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
public. With 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, etc. As 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 online. We had previously advised
you of how these changes could be made.
Also, all credit card information contained within your
1&1 account is safe and encrypted. If this was not the case, we would not
be in business. Unfortunately, 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 statuses. Any 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 account. In
other words, it gives more permissions. However, 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 matter. For 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 balance. Along with that,
every account has an email address listed which is used for any and all
notifications that are sent out. You can change this email address at any time.
Currently, the email address on file is: [redacted].com,
which was mentioned above as well. Due 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
you. In 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
sent. At this time, we are willing to reverse all 25 invoices from August 2015,
each in the amount of $14.99, which comes to a total of: $374.75. On top of
that, we would also pull all balances from collections, and make them payable
to 1&1 again, while waiving all 42 late fees of $18.95, that are associated
with those balances, which comes to a total of $795.90. Overall, we would waive
$1,170.65 of your total balance of $2,018.99, giving you a new balance of
$848.34. 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 issues. They 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&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 the Mailxchange features under your account.
As per our conversation this morning, we have canceled both
of the Mailxchange features, have waived the outstanding balance associated
with them, and are also refunding you in the amount of $29.97, which had been
billed for the other 3 invoices that generated for this particular product.
Moving forward, you will no longer be billed or invoiced for
anything other than your 2 domain names: [redacted], and [redacted].
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 the MyWebsite Feature, and balance being sent to
collections. 
In order to assist you with this, we are removing this
account from collections. [redacted] will remove you from any list that they
have, and this will not, and has not, affected your credit.  As well, we are
wiping clean the outstanding balance of $ 57.92 ($38.97+$18.95 Late Fee) 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
Internet regarding this unfortunate situation.
That being said, for your records, as referenced, this
account has been canceled and is not active. Moving forward, 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 the cancellation of your account.
According to our records, at your request the account in
question was canceled yesterday, (12/4/14) with our Cancellation Team. They
have also waived the balance of $ 179.88 that was due from the November 2014
invoice.
In order to assist you further, I am issuing you a refund of
$ 95.88 which was the cost of the invoice you paid in November of 2013. You
will receive this refund to your [redacted] account ([redacted]@[redacted].com)
within 3-5 business days.
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[redacted]
Customer Care
1&1 Internet Inc.
http://www.1and1.com

Dear [redacted] I sincerely apologize for any inconvenience associated with your account and the domain name: [redacted]   Regarding this matter, I see that you were...

contacted by one of my colleagues here in the Solutions Team earlier today (9/21/16) via social media. Unfortunately, just as they had referenced, this domain name is no longer active since it had been canceled back on 7/6/16.   Our records indicate that the domain: [redacted] had renewed on 7/2/16, and you then contacted us on 7/3/16 stating that you did not wish to renew the domain. An agent responded to you on 7/6/16 confirming that the cancellation of the domain had been processed, along with issuing a refund of $14.99 for the recent renewal. They also advised you to respond to that email within 24 hours if you changed your mind and wanted to revoke the cancellation. Since no further correspondence was received, the domain cancellation was finalized.   At this time, due to how long it has been since the domain was canceled, it cannot be reactivated or repurchased until it finishes going through the end of [redacted] Redemption Process. The domain will be available again shortly for purchase through any and all providers, and it is at that time that you would be able to regain access and ownership of it. Due to [redacted] rules and regulations, there is no way around this, and you will have to check the availability of the domain with the provider of your choice until it is confirmed that it can be purchased 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] (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 compromised. I 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 had been canceled due to fraudulent activity back on 10/14/15.
Along with that, we are waiving the outstanding balance of $14.99 from under
this account.
Moving forward, there will be no further problems in
reference to you being billed by 1&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&1 Internet Inc.
http://www.1and1.com