1&1 Internet, Inc

Dear [redacted] (Customer ID
#[redacted]),
I sincerely apologize for any
inconvenience that has been caused here.
Regarding your email matter, I have had my System
Administrators investigate this referenced issue further. They have informed
me, that the problem was associated with our SpamAssassin filtering. A bad
rule was accidentally put into place and then subsequently removed. Since then,
all SPAM filtering should have returned to normal, as this was purely a
technical matter that caused issues for all [redacted] customers.
Moving forward, you should no longer be experiencing these problems.
That being said, we are refunding your most recent invoice. Please
allow 3-5 business days for a refund of $39.98 to be processed to the
payment method on file. Along with that, we have applied 6 free months of
hosting to your account. This means that the MyWebsite hosting portion of your
account will not be billed again until 1/27/16.
Once more, we apologize for any inconvenience that you have
experienced.
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, and the 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 $ 33.94 ($14.99+$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, this account has been
canceled. 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],
I sincerely apologize for any inconvenience which you have
experienced.
Unfortunately, since this is an issue that is related to web
content which is not hosted/provided through our company, there is nothing
further that I would be able to do in order to assist you.
 
The best course of action that I can suggest moving forward,
would be to contact our Legal Team to see if they can advise you on what other options
may be available. They can be reached via email at: [redacted] .
 
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.
As per our conversation, in order to assist you with this,
at your request the account in question has been canceled, and the balance of
$14.99 is being waived. Moving forward, you will no longer be billed or
invoiced for this service, since the 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
inconvenience associated with the cancellation of your account.
In order to assist you with this,
at your request the account in question has been canceled. Aside from that, we
are refunding you the 2013, and 2014 renewal charges that totaled in the amount
of $59.96. Please allow 3-7 business days for this refund to be processed to
your credit card. 
Moving forward, you will no longer be billed or invoiced for
this service, since the 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 inconvenience associated with your account.   At this time, if you have not already, please double check with your bank or financial institution to confirm if your refund of $98.87 has been received. If for some reason it has not been processed, please send a copy of your billing statement to: [redacted], so that I can reapply the refund to your account in order to make sure that it has been properly taken care of for you. 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 1&1
[redacted] Account feature.
In regard to this particular matter, we are canceling the 1&1
[redacted] Account feature, so that moving forward, you will no longer
be billed for it. During the time in which it had been activated, you were
billed in the amount of $9.99, 8 times, totaling in the amount of $79.92. We
are refunding you the $79.92, and along with that, due to this inconvenience, I
am refunding you the most recent 12 month 1&1 Unlimited Package invoice
that was billed on 8/09/14 in the amount of $95.88. This means that you will
receive a total refund in the amount of $175.80. Please allow 3-7 business days
for this refund to be processed.
That being said, I will also submit an internal complaint in
order to investigate this matter further, so that moving forward, we can look
to avoid this type of action being processed by one of our agents.
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] (Account Holder: [redacted]/Customer
ID # [redacted]),
I sincerely apologize for any
inconvenience associated with this account.
I am very sorry if the service that you had received from
our Collections Team or from any of our agents was less than satisfactory, and
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.
Due to this inconvenience, I am refunding both the charge of
$71.88, and the late fee of $18.95 that had been paid to [redacted]. Please
allow 3-5 business days for a total refund of $90.83 to be processed to the
credit card ending in “[redacted]”.
Along with that, we have also applied 12 free months of
hosting to Contract ID #[redacted]. This means that your Basic Hosting
package, will now be covered free of charge up until 5/16/17. I hope that this
helps to alleviate some of the frustration which you had experienced.
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.
When you initiate a domain transfer to 1&1 Internet Inc.
from another provider, there are certain steps that must first be taken before
the complete transfer has been finalized. First, you initiate the transfer from
our side under your new or existing account, because that is where you want to
move the domain(s) to. Once this has occurred, you have to acknowledge the
initiated transfer(s) from the registrar that currently has the domain(s) in
question. The more time that passes without the transfer attempt being acknowledged
on their side, the longer it will take for the domain transfer(s) to be
processed. After you have acknowledged the transfer(s), due to ICANN policy it
then typically takes 3-5 days for the transfer to be finalized. It is for this
reason, that we suggest all domain owners process a domain transfer at least 2
weeks prior to their set expiration date, in order to avoid an expiration while
changing providers.
Aside from that, you had set up a new account through
1&1 Internet Inc. on 1/28/16, with a 12 month hosting package which we then
billed you for in the amount of $11.88, due to the $0.99 per month for the
first 12 months promotion that you accepted. This was not a charge for domain
names that were not yet within our possession. Since the domain names were with
another provider while you attempted to transfer them to 1&1, we would have
no physical ability to expedite the process of receiving them on our side, as
we were not yet the active registrar.
That being said, our records now show that the domain names:
[redacted].com, and [redacted].net have been received and
are active under this account.
Regarding the issue that you had experienced while trying to
contact our Support Team by phone, there are no problems that I am aware of
that would have caused you to have such a long wait time when calling in. Due
to this inconvenience, I have added a credit of $18.34 to your account in order
to cover the first year promotional cost of your domain registrations free of
charge.
If you need any additional assistance in reference to this
matter, 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

Dear [redacted],
We are more than happy to look into this matter for you, however, there was no
account number or domain name 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,
the one account that I found under your name, does not match the current issue,
or the dates referenced in which you contacted 1&1 Internet Inc.
 
Please send these in reply so that we can definitely take a
closer look into what is taking place after receiving the necessary information
from you. 
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 which you have
experienced.
Due to the nature of this situation, I have had this matter
investigated by our Legal Team. Listed below is the information that they have
advised me of sending to the Revdex.com through this complaint.
……………………………………………………………………�...⇄ /> 1&1 Internet Inc. is the registrar of the domain name
[redacted], however, we are not hosting the website (this means we have
absolutely no control over the website content). Since this domain name is
privately registered, the contact information defaults to 1&1, which is how
Ms. [redacted] obtained our contact information. Ms. [redacted] is disputing a
purchase she made through a website, which again, is not hosted with 1&1.
1&1 is not responsible for, and has no control over our customers’
businesses and/or their products. We are more than happy to reach out to Mr.
Cory P[redacted] (the owner of the domain: [redacted]) and will do so. Ms. [redacted]
will be told that as a courtesy, we will forward her complaint to the customer
and request that he contacts her directly for a resolution. We do understand Ms.
[redacted]’s frustration, however, Ms. [redacted] did not do business with 1&1
but rather with a private third party. It appears Ms. [redacted] has already taken
the proper steps with [redacted] that are needed to dispute her purchase and
accordingly, 1&1 Internet Inc. can be of no further assistance in this
matter. Due to not having a business relationship with Ms. [redacted], we cannot
offer her any compensation for a third party’s failure to fulfill their online
order.
 
……………………………………………………………………�...⇄ />  
If you have any further questions related to this
unfortunate incident, please feel free to contact our Legal Team via email at: [redacted] .
 
 
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 domain to another provider.
 
As one of my Solutions Team colleagues had explained, the
domain name: castleofgames.com had been charged for $14.99 because it had
renewed on 4/29/15, while still being actively registered to you through
1&1 Internet. We send email notifications at 60, 45, and 30 days prior to
any and all domain renewals in order to give our customers ample time in which
to cancel or transfer domains to another provider.
 
Our records indicate that the transfer of this domain has
not been initiated through or by any other registrar, which is why [redacted]
is still registered under this 1&1 Internet account.
 
There are no locks or restrictions on your account which
would keep you from transferring your domain name away, you just simply need to
contact the provider in which you want to move it to, and initiate the transfer
from their side. Afterwards, we will be able to release the domain 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 [redacted] policy that can cause this waiting time.
 
That being said, we are refunding you the most recent charge
of $14.99. Please allow 3-5 business days for this to be processed. Also, we
will not pursue or dispute any Chargeback that is received from your bank or
financial institution.
 
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.
At this time, the domains: [redacted], [redacted], and [redacted]
are nearing the end of a common Redemption Period, which is a process that
occurs prior to being released for public sale, when domains are canceled or
have expired. This process is regulated by ICANN, and the Whois information
that you have referenced is associated with the customer having a grace period
in which to reactivate the canceled/expired domains with the company that they
were last registered to, prior to a person having the ability to register the
domains in question again with a different provider. Due to the grace period in
question having passed, our domain specialist has confirmed that these domains
will be available once again for purchase through any registrar within 3-5
days.
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

At this time, everything has been fixed and changed appropriately, so that the Whois format of the current registrar for the domain: [redacted], can be read/accepted on our side. We sincerely apologize for this inconvenience, and the time spent waiting.
 
The domain transfer request can be placed to the current registrar again at this time.
 
Please follow the instructions listed below in order to initiate the transfer again:
 
1.       Login to 1&1 Control Panel
2.       Go to Domain Center
3.       New – Order a domain.
4.       Type domain excluding TLD.
5.       Follow the transfer processed accordingly.
 
Also, you can contact us at: [redacted], if you have any additional questions or need other assistance, and our Technical Specialist can personally help you the rest of the way.
 
Once more, we apologize for any inconvenience that has been caused here, and hope that this helps.
 
Thank you.
 
 
[redacted]
Solutions Expert
Caretaker Team
1&1 Internet, Inc | 701 Lee Road, Suite 300 | Chesterbrook, PA 19087 | USA
Tel: ###-###-#### | Fax: ###-###-####
Email: [redacted] Web:  www.1and1.com

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the cancellation and billing of this account.
While investigating this matter, I found that one of my
colleagues within the Solutions Team had already reached out to you on 11/24/15
to confirm that the domain name: [redacted].com, along with the account has
been canceled, and the balance of $14.99 has been completely waived.
For the record, any customer balance that is sent to our
Collections Team does not get reported against their credit score. It simply remains
there in order to be resolved at a later point should the customer decide to
keep or set up new services through our company.
Moving forward, you will no longer be billed or invoiced,
since this account is not active anymore.
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, and the balance
being sent to collections.
According to our records, I see that our Solutions Team has canceled this
account for you, along with having the balance pulled and waived from
collections, and that you are satisfied with this resolution. I am glad that we
were able to clear this matter up for you.
Moving forward, you will no longer be billed or invoiced for
any service under this canceled account.
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] - Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the cancellation of this account.
 
In regard to this particular matter, the cancellation date which
had been processed previously, was only for the domain name: [redacted] which was listed under the account.  The
actual web hosting feature had not been canceled. Domain Names and Web Hosting
packages are 2 separate entities, which is why some people have 1 feature, and
not the other.
 
That being said, in order to assist you, we wish to confirm
that this account, at your request, has since been cancelled.  The
outstanding balance of $29.97 has been waived, and you will no longer be billed
or invoiced for this service or any other 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.
On our side, we have not been informed of any issues concerning
our incoming calls, so unfortunately, I am not quite sure why you experienced
such a hard time getting through to a customer service representative. 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.
Per your request, we are waiving the overall balance of
$34.93, which includes the $18.95 late fee. Along with that, I have canceled
the domain name: [redacted].com.
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, 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]=
[redacted].com - authorization
code: [redacted]
After these domain names have been transferred away, you
will no longer be invoiced since you will not have any active services left
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

[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 for the time being. 1and1 has stated that they have implemented a phone dialing system for further notification when this sort of thing happens again, so I can only hope my experience in future will be better. To 1and1: There was no spam filtering issue on my end that I was aware of (I have received other e-mails from you), so I'll keep a wary eye on this in the future. Thank you for your prompt responses on these messages. I wish you the best of success as you refine your customer experience.
[redacted]

There was no technical resolution. He explained to me that the service was limited to 50GB; he says that technical support should have increased the storage space manually. They didn't and had no procedure in place to do it. IMO he lied that they had this capability because multiple times multiple employees refuses to do it.
My service was cut off from functioning multiple days because it didn't even appear to increase or extend capacity as the terms of service said automatically forcing me to delete large amount of data just to be able to get my forums and other web apps working again which failed because the databases were locked as a result of quota limit.
Triston did not offer me any change or fix for it or any compensation. I don't think the issue is resolved.
Since the issue arose somehow despite not being at the limit I was before the quota increased from 100GB to 118GB. It may have been done specially for me but I wasn't informed of it. I also noticed that technical literature in the TOS may be outdated because they don't appear to truly limit service to 50GB but 100GB due to upgrades that happened sometime ago.
[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. 
Regards,
[redacted]