1&1 Internet, Inc

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has been caused here.
According to our records, the account in question is listed
under that of an account based in [redacted], Norway. Unfortunately, any Revdex.com
complaints that are filed, are in reference to, and for the assistance with a
US based service/company.
That being said, I was able to confirm that this account was
deactivated through our Cancellation Team earlier today, and with that they
also submitted a refund of the $14.99 charge that was recently debited from you.
The reason that this charge occurred, is because there had been 2 accounts
registered under your name, Account ID #[redacted] had been canceled, but this
account had remained active.
Moving forward, you will no longer be billed or invoiced for
any service, since there are no active accounts in your name.
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.
The payment of $33.94 that you said to have paid our Collections Team, would
have been associated with the 2015 renewal of the domain name: [redacted].com.
For the record, this has not, and will not, affect your credit score. When the
invoice was originally generated on 2/19/15 in the amount of $14.99, the
renewal date covered was 2/18/15 - 2/18/16. Even though this payment had
declined, and we contacted you multiple times via email to notify you of this,
to help keep you from losing your domain, we paid ICANN the registration fee in
your name, and covered you for the following year. Unfortunately, a late fee of
$18.95 was assessed to the overall balance because of how long it was past due,
along with having it renewed in your name without receiving payment. Since the
account was overdue for 6+ months, it was eventually canceled within our system
on 11/7/15. Due to this, the domain name was not able to renew on 2/18/16, as
it was located under a canceled account.
Due to the current status of the domain name: [redacted].com
being in the Redemption Period, there is no physical way to transfer it to
another provider, until it is first redeemed in your name through 1&1
Internet Inc. In order to do this, we must open a new contract under this
canceled account, for the domain to then be reactivated under. Due to the
billing issue that had occurred under this account before the cancellation took
place, we would need to update the payment method on file in order to
physically process the reactivation. I understand that you may be hesitant about
this, however, it is a system limitation that I cannot bypass. I can assure you
though, and it is now documented within this email, that we would not be
charging you for any service, as I will apply a credit to the new contract, if
it is opened, so that the 2016-2017 registration/reactivation fees are covered
free of charge. Once the domain name would be reactivated, you could then begin
the process of transferring it to the provider of your choice. That being said,
please understand that if you do not follow these instructions, the only way
for you to regain the domain name would be to wait for it to finish going
through the ICANN regulated Redemption Period which in total can last between 60-75
days.
At this time, we have not yet received the payment of $33.94
from our Collections Team, once we have, I will issue the refund to you as a
courtesy. However, in order for you to receive this refund, you must have a
current and valid payment method on file. Assuming that you provide an updated
payment method as needed anyway for the reactivation of the domain name, the
refund would be easily processed.
Regarding your request for all accounts in your name to be
identified, listed below is a history of the other accounts that you have had
here at 1&1 Internet Inc.
Customer ID #[redacted] - Canceled on 3/18/12
Contact email address on file: [redacted].com
Domain names that were associated with the account: [redacted].com,
[redacted].com, and [redacted].com
Customer ID #[redacted] - Canceled on 9/12/15 for non-payment.
Contact email address on file: [redacted].com - This was used to send email
notifications regarding payment issues.
Revdex.com Complaint (Revdex.com ID #[redacted]) filed under this account by
Dena Jones on 2/4/16. As a courtesy, we had pulled and waived a total balance
of $131.80 from collections. The domain name listed below was transferred to
[redacted] on 2/11/16.
Domain name that was associated with the account: [redacted].com
 Customer ID #[redacted] - Canceled on 6/14/13 for non-payment.
Contact email address on file: [redacted].com - This was used to send
email notifications regarding payment issues.
Domain name that was associated with the account: greatamericantour.org
Please feel free to contact me here in the Solutions Team by
phone at: ###-###-####, or via email at: [email protected],
so that I can assist you further.
 
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 email is to confirm that the 2 domain names in question from under Revdex.com Complaint ID #[redacted], have been successfully transferred from [redacted], and are currently active under [redacted]’s 1&1 account. As previously mentioned to him as well, we will watch this account, and either waive or refund the 2 $0.99 charges ($1.98), whichever comes first.
 
Thank you for your time, and have a great weekend.
 
 
[redacted]
Solutions Expert
Caretaker Team

Stay away. No, really. I had a domain with them and received a letter of a threat for collections since my credit card charge didn't go through.
The thing is this... I wasn't able to cancel my domain since their complex flow of cancelling a product doesn't work. The cancellation site shows "oops cannot display" etc...
I thought that I'll be fine since my credit card won't go through...But now I receive a collection letter.
Their cancellation site goes down.... and you pay for it...
Great....

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any inconvenience associated with the billing attempts of this seemingly fraudulent account.
 
In regard to this particular matter,...

we are completely waiving the outstanding balance of $ 116.85.  
No more money will be owed on this account, and you will no longer be held responsible for any future payments, as this account has been 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

Never have any business with 1&1.
I don't want to renew the website. But they told me they have renew the website with notice. And they send the my information to Collection company because they can not charge me without my credit card information.
Negative!!!

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the charges in question and claims to active
services.
In regard to our conversation, I can confirm that this
service has been canceled due to fraudulent activity. As discussed, through the
dispute that you have filed through your bank or financial institution, you
will receive refunds for all charges that were processed. Our records indicate
that a total of $57.13 had been debited from your credit card.
Moving forward, there will be no further problems in
reference to you being billed by 1&1 Internet Inc. since this account has
been canceled due to 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

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the date backup under your account.
 
I can assure you that 1&1 Internet Inc. as a company
would not and does not maliciously upload computer viruses into our customer
accounts. I see that one of my Technical Specialists, which I brought your
issue to, had contacted you earlier this morning. They have informed you of how
your backup can be obtained and that the backup offered is actually a courtesy
since as per our General Terms and Conditions, all back ups are held to be the
responsibility of the customer to maintain.
 
We have gone out of our way to investigate this matter for
you further, and provide a manner in which to receive the backup, that we do
not typically offer. If followed, all of the information submitted to you by
our Technical Specialist will give you the data that you are requesting.
 
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

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has occurred with your account and the domain:
[redacted].
Unfortunately, we here at 1&1 Internet Inc. do not
personally or physically have the ability to dictate when a domain does or does
not become available for public sale again. The company responsible for this is
ICANN. They are the over governing power of all domains, and we at 1&1,
along with [redacted], and all other domain name registrars
must abide by their rules and regulations.
The reason that you may have been given different dates as a
possible reference of when the domain in question would be available again, is
because we are going by a certain dated structure in which depending on what ICANN
decides to do, may or may not result in the available date referenced being
that of the domain going back up for public sale.
In regard to the cancellation of domain names, once a domain
name has been canceled off of your account, you have a 30 day window in which
to reactivate it, should you decide to keep it. After this 30 day period, ICANN
passes the canceled domain off to an auction company called Dom Collect, to
evaluate any potential auctioning value they feel it may have. This process
lasts 15 days, if it is decided that money can be made from auctioning it off,
it does not go back up for public sale, if they do not want to auction it, then
they put the domain into a 30 day Redemption period. What this means, is that
the original owner of the said domain, can repurchase it with the prior company
it was registered with, over the course of the next 30 (sometimes 35) days. Only
after this process, if the original owner has not purchased it again, than the
domain is released once more for public sale. 
That being said, in your case, you did not reactivate the
domain within the 30 days after which it had been canceled under your account,
and ICANN with Dom Collect decided to auction off the domain. Once again, we do
not have any control over this, and these typical guidelines/processes are
another reason why agents may have estimated the day when the domain would be
available for public purchase again, but they do not have the ability to know
if ICANN will or will not pull the domain away in order to auction it for a
much higher price than the normal registration fees. 
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 the cancellation of this account.
 
According to our records, you had last called us on 5/26/14,
after speaking to our Tech Team, you asked to speak with our Cancellation Team.
I can see that the agent then assisted by transferring your call to the Cancellation
Team, however, there are no other notes or actions listed under your account after
that. It seems that by error the call may have been dropped, which led to no
physical cancellation taking place. Due to this, the account remained active
and you were invoiced in the amount of $71.88 on 5/28/15.
 
I cannot explain why our phone number would not have been
listed under your bank/credit card statement, as in my experience, our Billing
Team phone number along with our mailing address is associated with all charges
on the statements. We also have contact information on our website’s homepage.
 
That being said, in order to assist you with this matter, we
are refunding the most recent payment of $71.88, and have issued an immediate
cancellation for all services under your account. Please allow 3-5 business
days for this refund to be processed.
 
Moving forward, you will no longer be billed or invoiced, and
your personal information is being deleted off of our system, 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
inconvenience that has been caused here.
I am sorry that our Technical Support agents were not able
to assist further with this matter, as your issue was related to a bug in our
system that could only be handled by our System Administrators working behind
the scenes. In regard to the email that I sent earlier to the address on file ([redacted]),
we have regained access into your account with the new password that I provided
to you. Once you have logged back into your account, you will be able to change
the password back to anything that you wish.
That being said, referencing my
email from yesterday, we have also issued 6 free months of hosting to your account,
which means that you are covered free of charge up until 3/23/16.
Once more, we apologize for any inconvenience that you have
experienced.
Thank you.
David M[redacted]
Customer Care
1&1 Internet Inc.
http://www.1and1.com

Dear [redacted],
I sincerely apologize for any
inconvenience that has been caused.
 
According to our records, the account in question is listed
under the ownership of [redacted], on a UK based account. Their issue has been
escalated to the proper team that handles these types of issues in the UK, for
the UK based accounts under 1&1 Internet Limited, not 1&1 Internet Inc.
(US).
 
Unfortunately, any Revdex.com complaints that are filed, are in
reference to, and for the assistance with a US based service/company. The UK equivalent
to a Revdex.com Complaint is to file a complaint with Trading Standards.
 
Due to this matter being filed against a UK based account
with 1&1 Internet Limited, there is nothing that we can offer through this
Revdex.com Complaint.
 
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

Complaint: [redacted]I am rejecting this response because: There was no response and no resolution. 1and1 did not contact me and made no changes and has made no response since informing me they forwarded the information to their technical department.Regards,[redacted]

[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:
Your company still refuses to email me my FTP files, I will not be downloading anything from your site. I now have 2 emails that state you uploaded a virus into my files.
On top of this, you refused my domain transfer. - I do not want to do business with you ever again and you are refusing my right to move my business.
I want my files emailed to me and I want my domain released immediately. I am still awaiting my refund and I will not accept anything until all the terms are met. I am really tired of being scammed by your company as no one has contacted me to ensure I get my files at all, they just keep loading viruses and then sending links telling me to download it myself.
I do not trust your company, the Revdex.com is an intermediary and they can deal with this issue.
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the accessibility of your server.
Regarding the correspondence that you and I have had since
10/2/15, we are experiencing an extremely rare case in which our Server Team
agents do not have the ability to access your databases or any backups as
well.  We have already investigated the
option of migrating all data to another server if possible, however, due to
this issue we have not been able to.  It
is for this reason that I have brought this problem to the attention of the
highest level of system administrators within the company, and are currently
still waiting for any new information they can provide.
As per the email that I sent to you earlier today, we are
looking to hopefully have a more concrete work around for this matter as of
tomorrow, in order to regain all access. 
If everything goes according to plan, we can follow through afterwards
with a permanent solution to the server problems that you have experienced
here. Once everything has been resolved, we will be more than happy to provide
you with 12 free months of any server you wish to have.
That being said, I will keep in contact with you regarding
any updates on this case, and you can continue to email me with any questions
or concerns 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] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has occurred with this account.
According to our records, the
Chargeback that was issued against us through your credit card provider, was ruled
to be in our favor. This most likely occurred because [redacted] recognized the
charge of $ 119.88 on 3/3/14 to be valid, since the account had not been
canceled, and did not even have an attempted cancellation until 3/24/14.
That being said, the [redacted]
in question is no longer associated with this account, as whoever is maintaining/has
online access to the account at this time, was able to revoke the cancellation
attempt that had been made on 3/24/14, and has since updated the payment method
to that of a [redacted] card.
In reviewing the documents and Change Of Ownership form
which you had submitted, we have found that there are areas in which certain account
information requested was missing, or incorrect. You also sent us an email thread
in which you spoke to a member of “[redacted]”, and requested that they contact
1&1 Internet to inform us to no longer bill you, and provide us with new
billing information, or agree to have the sites shut down. Within this thread, you
were informed by [redacted], the Property Manager of “[redacted]”, that he was contacted by another member, a [redacted]., and told that
1and1 Internet could not make those types of changes at the request of a Non
Account Holder, since this account is listed as a personal one, in your name: [redacted].
Unfortunately, as referenced and
agreed to at the inception of this account through our General Terms and
Conditions, the credit card on file under an active account, will be billed
upon the renewal date of services being rendered/allocated.
Listed below is the last correspondence
which had been sent from 1and1 Internet Inc. in regard to changing the
ownership of this account to that of “[redacted] Condominium Corporation [redacted]”.
If the directions listed within that email are not followed, for legal reasons,
we will not be able to change the ownership or cancel the account.
July 14, 2014
From: [email protected] To: [redacted]
                                        ...⇄ /> CC: [redacted]
Dear [redacted] (Customer ID:
[redacted]), 
Thank you for contacting us. The
Caretaker Team has since looked into your account and can confirm the
following:
Again - since you have no
information about the account we require *proof of ID*.  Passport, drivers license, etc. 
In order for us to change the
ownership details on the account we require proof that you are the account
holder.  Disputes between your previous
employer, web developer or similar are not handled by 1&1.  The customer who owns the account is
responsible for the billing on the account.
Thus, you need to provide us
*proof of ID* to verify you are the account holder since you can not verify the
account with any other details.  With
that information we can move the account into another person’s name.
Please call us with any questions
- [redacted]. 
Your forms for change of
ownership are not valid without proof of ID due to missing or incorrect data on
the form. 
The information included in your
last documents for chargeback(s) should be reviewed with your bank.  If they have not already informed you please
check the status of your dispute.  The
last 4 digits of the card in question are no longer the details on file.  Also, the account is currently on hold with a
billing lock due to your chargeback dispute. 
Please let us know if we can
further clarify the issue. 
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.
Please do not hesitate to contact
us if any other questions/concerns remain.
Sincerely,
Tristan C[redacted]
Solutions Expert
Caretaker Team
1&1 Internet Inc.
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.
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

Review: I had contacted 1&1 Customer Service letting them know that I am no longer in need of their services and need my account closed. The customer service at 1&1 has consistently ignored my emails and not bothered responding. I have recently received billing invoices from 1&1 for services I did not sign up for. The company once again ignored my emails and tried to charge my card after which I raised the issue with my credit card company.

The dispute was settled in my favor and my money refunded back to me yet 1&1 has continued to harass me since. Today I received a notice from 1&1 threatening to post the amount to collections. This amount is in no way related to any services I asked or used from 1&1.Desired Settlement: I want 1&1 to drop the amount and close my account. I have contacted 1&1 without any response to close my account and services yet I have been ignored and I demand an apology from the firm for abusive practices.

Business

Response:

Review: 1&1 has very bad practices for cancellation of accounts and threaten to send you to collections to "extort" renewal fees. They ask for your passwords on the phone ( very bad practice again) but for some magical reason cannot process credit cards over the phone!

I had to pay for stuff I did not need inspite of email requests - either their systems are so bad that they should not be an internet service provider or they do this on purpose.Desired Settlement: I would like a refund for the domains I had no intention of renewing. If they really want to improve, my tip would be, please get folks who know what's industry standard to develop your systems.

Consumer

Response:

Last name is [redacted]

Review: They charged me $10 for a domain they said cost $1.

They claim it was an error and will credit my account.

They have not credited my account.Desired Settlement: I would like the $9 credit they promised me.

Business

Response:

Dear [redacted],

Sorry for any confusion caused here.

The credit was indeed applied towards domain [redacted] as promised, to ensure you receive it for $0.99 as outlined in the promotion you took advantage of. The $9.00 credit left our system as of May 14, 2013 and will post back to the payment method on file within 7 - 10 days from that point. You should have since received the receipt for this - The minus in front of the amount signifies a credit.

Sorry again for any inconvenience or confusion caused by the billing bug and delay. Thank you for your patience while we looked into this for you.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: I signed up for a 3-month trial offer for a website I wanted to start. I then agreed to have the website for a year. After that year was up, 1and1.com continued to charge my credit card. I contacted them on this issue, and was told that my account "auto-renews" every year FOREVER unless and jump thru hoops to cancel. At which time they will possibly stop charging my credit card next year. I was also told if I cancel or challenge the charge with my credit card company, they will turn me over to their collection agency, and incur further fees on top of the monthy charge I dont want. They also said they will ruin my credit if I go that route. I believe 1amd1.com participates in very deceptive business practices by sneaking this little "auto-renew" billing function into their fine print, and it is not fair to the consumer. I paid you for my year of service, now cancel the damn account with no penalty!! I never used the service, I simply played around creating a website, never actually using it! Check the page views.Desired Settlement: Refund any charges past the first year of service. Cancel the account without penalty and without demanding further payment or turning me over to collections. I want nothing to do with 1and1.com ever ever ever ever again!!

Business

Response:

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

This e-mail serves as confirmation of the cancellation of your

1&1 MyWebsite - Basic Package (12 month term) package as of 08/07/2013.

We will deactivate all package features on this date.

The following domains/features are included in your package and will be cancelled:

- [redacted]: The auto-renew feature will be disabled for this domain as of 08/05/2013. The domain registration will then remain active until 08/07/2013, at which point the domain will expire.

We have also refunded Invoices #[redacted], [redacted], [redacted] and [redacted]. Combined, this covers twelve months of service. Please allow 7 - 10 days for the credits to post back to the payment method on file.

We thank you for your trust as a 1&1 customer and we look forward to welcoming you again as one of our customers.

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

http://1and1.com

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Although they have resolved MY issue, they need to address the underlying issue. If not for Revdex.com I'd be screwed.

Regards,