1&1 Internet, Inc

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 I had sent to you on 2/17/16 regarding this matter.
……………………………………………………………………�...⇄ /> Dear [redacted] (Customer ID: [redacted]),
Thank you for contacting us. The Caretaker Team has since
looked into your account and can confirm the following:
I sincerely apologize that you have been given conflicting
information from multiple agents that you have dealt with.
Personally, I want to do anything I can to assist you with
this matter, and I can assure you that I am providing accurate information to
you, as I have been with this company for over 5 years, and handle all Revdex.com
Complaints, along with escalated cases.
Listed below you will see the records for all invoices and
transactions that have been physically processed through the [redacted] of:
[redacted].com, during the life of this account, (Customer ID
#[redacted]), and also Customer ID #[redacted].
Customer ID #[redacted] - domain name: [redacted].com
Invoice #[redacted] - 1/30/15 - $0.99 - Processed
successfully through [redacted] on 2/3/15.
Invoice #[redacted] - 1/29/16 - $14.99 - Payment attempt
declined through [redacted].
Invoice #[redacted] - 2/2/16 - $-14.99 - This was a credit
invoice that cleared the balance of $14.99 associated with the prior declined
payment attempt.
As indicated by the above records, you had only paid $0.99
for this account while it was active. A refund cannot be issued against a
payment that was never physically processed. Therefore, the credit invoice
cleared the outstanding balance.
Customer ID #[redacted] - domain name:
[redacted].com 
Invoice #[redacted] - 1/30/15 - $0.99 - Processed
successfully through [redacted] on 2/3/15.
Invoice #[redacted] - 1/29/16 - $14.99 - Processed
successfully through [redacted] on 2/1/16.
As indicated by the above records, both of the invoices
generated under this account were paid for. 
However, on 2/2/16, we received a payment dispute from [redacted] for the
charge of $14.99 that was processed on 2/1/16. 
With that dispute having been filed, [redacted] should have refunded you the
$14.99 charge.  Regardless of whether
they refunded you or not since that is between you and [redacted], in order to assist
you further, I will issue a refund in the amount of $14.99 to the [redacted] of:
[redacted].com.  Please allow 3-5
business days for this refund to be processed.
That being said, 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.  Please
keep that in mind as the domain name: [redacted].com is still active under
Customer ID #[redacted].  If you would
like to cancel this domain/account as well, please respond to this email
confirming that request.  If you want it
to remain active, no further action is required at this time, and you will
receive the referenced domain renewal notifications once it gets closer to its
renewal date of 1/28/17.
Please do not hesitate to contact us if any other
questions/concerns remain.
Once more, we apologize for any inconvenience that has been
caused here.
Thank you.
Sincerely,
David M[redacted]
Solutions Expert
Caretaker Team
1&1 Internet Inc.
……………………………………………………………………�...⇄ /> As previously stated, we have acknowledged that a payment in
the amount of $14.99 was in fact debited on 2/1/16, however, it was for the
renewal of the domain name: [redacted].com, under Customer ID #[redacted],
which is still active. This payment was not processed for the domain renewal
of: [redacted].com.
We are already in the process of refunding you for that
$14.99 charge that you disputed through [redacted], as a courtesy. Due to this,
there is nothing further that can be provided at this time.
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.  The problem arose, not because of a failure of notification. I knew the domain expiration was coming up. The confusion arose because, for this domain, I was invoiced more than a month after the renewal where my last two transfers all were invoiced prior to the renewal. This led me to the incorrect conclusion that I would be invoiced prior to the domain expiration and renewal. Invoicing after the fact is an unusual practice in my experience.
Regards,
[redacted]

Dear [redacted] (Customer
ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the cancellation of this account, and the balance
being sent to collections.
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. 
In order to assist you with this issue, we are canceling all
services, and 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 $ 114.83
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.
Moving forward, you will no longer be billed or invoiced for
any services, since this account has been completely canceled.
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, and the balance being sent to collections.   Our records indicate that...

this account had been set up on 3/10/16, and was then physically charged on 3/16/16 in the amount of $19.98, which would have been for the initial set up, plus first month of service under the Virtual Private Server that you ordered. Without contacting us, you then disputed the $19.98 charge, on that same day (3/16/16). Due to this, you did not have access to the VPS, as your account was immediately locked down. By disputing this charge, you would have been refunded by PayPal, as the initial payment was taken away from us. This then caused the balance of $19.98 to remain under the account, and eventually incur an $18.95 late fee.   That being said, we have no record of being contacted by you under this account via email or over the phone until yesterday (9/6/16). During your conversation with an agent, they had informed you that the account had been canceled due to lack of payment, since the first payment had been disputed, and sat unresolved for an extended amount of time.   In order to assist you, we are pulling and waiving the balance of $38.93 from our Collections Team. [redacted] will remove you from any list that they have, and this has not, and will not affect your credit.   Moving forward, you will no longer be contacted regarding making any further payment under this canceled 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
inconvenience associated with the cancellation of your account.
According to our records, at your request the account in
question was canceled yesterday, (11/3/14). 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 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 compromised. We 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].   At this time, we cannot find an account associated with this email address, or your first and last name. In 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&1 Internet Inc.http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any inconvenience associated with
your account.
In order to assist you with this unfortunate situation, we
are pulling and waiving the overall balance of $36.93 from our Collections
Team. This means that there are no longer any locks on your account that will
keep you from transferring the domain names. Along with that, I have added 6
free months of service under this account in order to give you ample time to
back up any files you may have, and successfully transfer your domain names to
another provider. This means that everything will covered free of charge up
until 7/21/16. Afterwards, the cancellation of any remaining features will be
processed.
To transfer the domains, you will just simply need to
contact the provider in which you want to move them to, and initiate the
transfers from their side. Once this has started, 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, 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 are the authorization codes that you will
also need in order to transfer your domains.
[redacted].com - authorization
code: [redacted].org -
authorization code: [redacted]
[redacted].com - authorization
code: [redacted]
I am not quite sure what number(s) you had attempted to
contact us through, and I am not aware of any phone issues having occurred,
however, if you end up requiring additional assistance with transferring your
domains away, please contact our Tech Team by phone at: ###-###-####.
That being said, due to the referenced phone issues that you
had experienced, I am submitting a case to have one of our Technical Agents
contact you regarding any further support that you may require.
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 of this account.
 
In regard to this particular matter, the cancellation date
set for this account fell on the first day, of the new billing cycle. We are waiving
the 1 day outstanding balance of $ 0.48.
 
Along with that, we wish to confirm for your records, as
previously stated, that this account has 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.
 
David M[redacted]
Customer Care
1&1 Internet Inc.
http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience caused here.
According to our records, as you had mentioned, this account
was in fact canceled back in October of 2013. There is no outstanding balance
owed under this account, so there is no reason that you should be receiving failed
payment notifications associated with this canceled account.
That being said, this is the only account that I was able to
find under your name or email address. In order to assist you further, please
provide the Customer ID number that is listed in any letter or emails that you
are receiving about outstanding balances, so that we can research this and have
the situation taken care of properly.
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 that has occurred with the invoice which had generated for your
domain order.
Unfortunately, we are currently experiencing a “Billing Bug”
in our system, that is affecting a certain number of new domain orders to
customers, by not applying the correct promotional rate to the invoice that
generates for the domain order placed. Our System Administrators are working on
having this matter resolved as soon as possible. Due to this inconvenience, we
have cleared the balance of $15.17 so that your first year of registration is
covered free of charge.
My records indicate that one of my colleagues here within
our Domain Administration Team has already reached out to you regarding this
issue. For the records of this complaint, the domain name: [redacted].com
has already been successfully restored into your account. That being said,
please understand that we do not send out or sell any of our customer’s
personal information. However, it is possible for information such as email
addresses and phone numbers to be seen publicly under ICANN’s WhoIS records, if
your domain contact information was set to public registration, instead of
private. This matter can be easily resolved by changing the domain contact
information within the Control Panel of your account, or with the assistance of
our Tech Team agents over the phone per your request.
Regarding the transfer of this domain, there is an initial
60 day ICANN regulated domain registration period that needs to pass before any
transfer to another provider can be processed. In this case, the first
available date that you could initiate the domain transfer would be on 12/30/15.
Once we have reached this date, please contact us via email to: [redacted]@1and1.com, so that we can make sure
there is no longer a domain transfer lock on the account, and provide you with
your domain authorization code (also available within your Control Panel), so
you can move it to a new registrar. Once the domain transfer is complete, per
your request we will immediately cancel this account.
Moving forward, there will be no other invoices generated
during this waiting period, as this domain is the only billable feature, and is
currently covered free of charge up until 10/31/16.
With that matter having been covered, I also apologize for any
lack of contact while trying to reach Sebastian G[redacted]. He is in fact the Head
of Customer Service, however, the email that you received was an automated one,
and any responses to them go into a general work pool that are then handled by specialized
agents. He unfortunately does not have any direct contact information which is
available. Since you had not received a timely response, I will bring this to
the attention of our Quality Assurance Team, so that we can hopefully avoid any
issues associated with this in the future, for any and all customers.
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 transfer of your domains to another provider.
In regard to the voicemail and email that you received from me last week, we have refunded you in the amount of $113.58 (6 months service) earlier this morning. Your bank/financial institution now has those funds, if you do not yet see the refund available within your account, it is because it has to go through any possible holding time that your bank/financial institution has in place.
Aside from that, now that the domains: [redacted].com, and [redacted].com show as being registered with [redacted],Inc. ([redacted]), we have gone ahead with processing your requested cancellation of this account.
Moving forward, you will no longer be billed or invoiced 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

Dear [redacted], (Account Holder: [redacted] - Customer
ID # [redacted]),
 
I sincerely apologize for any inconvenience associated with
this account.
 
In regard to your conversations with my Domain Specialist
Matt, it was confirmed that the issue regarding the name server(s) in question has
been resolved. Everything is working properly at this time, and the domains are
resolving to their correct locations.
 
That being said, we are issuing you a refund in the amount
of $500.00 due to the inconvenience associated with this matter. Please allow
3-5 business days for this refund to be processed to the credit card on file.
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.  
Please remove website domain name and any personal names reflected in 1and1.com response.
Regards,
[redacted]

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 very much for your help.
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has occurred here with the domain: [redacted].
As this particular matter is that
of a domain dispute/transfer nature, I will forward the information contained
within your complaint, to my Domain Specialist, in order to investigate the
referenced issue further.
They will be in contact with you shortly, to inform you of
any updates which lead to a possible resolution in regard to this case.
Once more, we apologize for any inconvenience that has been
caused here.
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
your account.
 
Per your request, we are pulling and waiving the overall
balance of $231.77 from our Collections Team. Along with that, I have set this
account to be canceled on 1/31/16. I have done this to make sure that you have
ample time to retrieve any data within this account that you may wish to have
and use moving forward with another provider. Since I am having the balance
cleared for service that already renewed, you will not have to worry about receiving
any other invoice prior to the set cancellation date.
 
Please allow 2-3 business days for the billing flag to be removed
from your account. Afterwards, there will be no locks or restrictions on your
account which would keep you from transferring your domain names away, you will
just simply need to contact the provider in which you want to move them to, and
initiate the transfers from their side. Once this has started, 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, which is a process that we do
not have the ability to expedite, as it is [redacted] policy that can cause this
waiting time.
For your records, listed below are the authorization codes that you will
also need in order to transfer your domains.
 
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
 
If you end up requiring additional assistance with
transferring your domains away, please contact our Tech Team 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 your account.
In regard to this matter, this account was set up with 3
different Basic Hosting packages on April 28th, and 29th
of 2014. Each one of those packages was paid for a year in advance, and included
a free annual domain name registration. The domain names included were: [redacted].com,
[redacted].com, and [redacted].com. At the inception of this account, it was
also agreed to that unless first canceled, all services would renew for another
year at a time on the date that they were originally purchased.
Later in the year on 11/24/14, the domain name: [redacted].net
was also purchased and placed under one of the referenced packages as a
separate charge for annual registration as well.
That being said, your hosting packages renewed for another year
of service and 3 new invoices were generated on April 30th, and May
1st 2015. The April 30th invoice was processed from your
PayPal account on 5/2/15, the same day that you then emailed in telling us not
to bill you. We had replied informing you to cancel online, or to contact our
Cancellation Team so that we could assist you with any unwanted services, as
for the security of our customers, we do not process account changes via email.
Afterwards, the 2 invoices from 5/1/15 declined payment, and you disputed the
payment of $71.88 for the 4/30/15 invoice. Our Cancellation Team also attempted
to call you due to the emails that were received, but the phone number on file does
not work. Due to declined payments outstanding within our system for 30+ days,
and the Chargeback that was issued, all services under the account were locked.
In order to assist you with this unfortunate situation, we are
clearing all open balances, and will drop the Chargeback in order for you to
have complete access to your domain names.
At this time, if you wish to transfer any domains that you
still own to another provider, this is an action that you as the domain owner
would have to initiate from the domain registrar of your choice, while they are
still registered under your name. Once the transfers have been completed, if
you do not wish to call our Cancellation Team (###-###-####), please send an
email to: [email protected], and we will
honor your request to cancel the hosting packages so that you are not invoiced again
in 2016.
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 the billing and cancellation of your account.
 
In regard to this particular matter, we are completely
waiving the outstanding balance of $ 74.96.
 
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.
 
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 your account.
Aside from the domain transfer that has already been processed, I have issued a
refund of $34.96, which is the total payment that had been received while this
account was active. Please allow 3-5 business days for this refund to be
received to the credit card ending in “[redacted]”.
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

We signed up for hosting and Wordpress on 1and1.com. As soon as we did, we realized they have horrible customer service (on hold forever, untrained people in different countries who don't know what they are doing). So we waited the 60 days we needed before switching to another company. Since switching, 1and1 Internet has repeatedly tried to charge the account for the services we cancelled - REPEATEDLY. We have called them 5 times to cancel the service and were told that it was done, but they keep trying to charge the credit card on the account (Lisa D[redacted]). They are HORRIBLE - this has been going on month after month for over 6 months!