1&1 Internet, Inc

Review: I received a sales call form 1and1.com in July of 2013. I did not approve them to sign me up for their mywebsite hosting service (if I did it was a very deceptive phone call and very misleading representation on their part) .

After sending two emails to request proof of the recorded call in which I actually approved the service, I finally called them personally. I spoke to their representative on November 1, 2013 at 10 a.m. and he said I had a one year agreement approved via email confirmation. 1and1.com stated it was a recorded call approval at first, now they say it was an email. (which one is it, an email or recording) I asked the representative at 1and1 to produce the proof. As expected, he could not.

Finally, after the representative put me on hold, he said they would give me an early termination fee of $82 dollars. I have already paid $59.97 for the unapproved service for a total of$141.97. I told the representative to charge the $82 to my credit card to terminate the agreement early. He did, and sent me a confirmation. I also told him I would be witting a letter to the President of the company to complain about the companies deceptive sales practices.Desired Settlement: December 1, 2013

Business

Response:

Review: They cancelled our domain and marked it deleted after not "being able to reach us" via email... We called the day they did this.. They made no attempts at contacting us by phone. They emailed an email address that was no longer active and 5 years old. Were they not getting bounce-backs? Why wouldn't they contact by phone before deleting a high-traffic domain? According to them, because "they don't have an outbound call center." Well, all their competitors do and this issue would not have occurred had we went a different route. The agent that was supposed to transfer to [redacted] "The Manager" but would redirect to a faulty voice-mail and hang up instead. Very unprofessional experience all around.Desired Settlement: Make the site live immediately.

Business

Response:

Review: My business [redacted] closed and filed bankruptcy in August 2012. I didnt realize that 1&1 Internet Inc was still trying to bill me for internet charges. In March of 2013 I received a collection notice from [redacted] stating that my balance was turned over to them for collection. I called 1&1 Internet and asked why they did this without contacting me. They said they had at the email on file as well as the phone numbers on file. I explained to them about the business closing down as well as the bankruptcy which includes shutting down business phones as well as email addresses. I asked why they didnt send a bill to the billing address and they didnt have an answer. I was told by [redacted] in customer service that they would refund $18.95 late fee as a courtesy. First I would have to contact [redacted] pay the late fee first then contact 1&1 Internet back and they would refund the $18.95. I called on April 23, 2013 and told them I payed the late fee. [redacted] said she put in for me to receive the credit and would be refunded to the payment method on file. I was told by email to allow up to 15 days for the refund to be returned by [redacted], and I was told by [redacted] it could take up to 1 to 2 weeks. I was told by [redacted] in customer Service on May 8, 2013 that they did the refund. It is now MAY 21, 2013 and I STILL HAVENT RECEIVED my credit!!Desired Settlement: I want a refund of $18.95 as stated in an email by 1&1 Internet Inc to the credit card on file

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here. I had our 2nd Level Billing Department look into the matter for you and there were two late fees incurred and two credits issued as a result. One credit applied towards and cleared a balance for you. The other credit was posted back to the payment method on file (The [redacted] Card with an expiration date of 08/2015) on April 25, 2013. Please further confirm this with your credit card provider. The credits were issued for you as a courtesy. There being two late fees seems to have caused some confusion with an explanation of which one applied where. The credit is showing as having successfully posted on our end. If after speaking with [redacted], you're still concerned with the credit not having yet deposited, you do have the option of sending a credit card billing statement to our Billing Department for a more extensive review. You can send that to my personal work address, [redacted] and I will have it escalated for you. Again, our system is showing that the credit was successfully processed and posted back to you on April 25, 2013. We would need documentation from you stating otherwise to continue looking into the matter for you.

I hope that better clarifies, and thank you for your patience throughout this process.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Consumer

Response:

I wish to close the complaint as my bank has stated that the amount will be deposited at the end of the week

Regards,

Review: I purchased this company's services for my domain about 1 year ago and I decided to switch to another company in November. They are now charging me for a full year of services even though I have already cancelled my account. I never knew I had to pay any amount until AFTER I transferred my domain. My account was current with no amount owed. The company's site had me being auto-billed every 12 months and I never agreed to this and checked on this to make sure. They also claim they tell customers to transfer their domain before their new billing plan begins and I did not see this disclaimer or information anywhere on their site or when I checked their domain procedures.Desired Settlement: I want them to cancel the billing or refund any money I paid immediately.

Business

Response:

Review: I tried to get just a internet domain trough that company and unfortunately I click the wrong button and I accept something that is not clearly mark with non cancellation policy. They start charging my for services that I don't need, I don't want and I did not ask for.

Right now they are treated to send me to collection for something that I don't even ask for. Is not acceptable to pay a service that I don't use, I don't want and I don't ask for.

I hope you can help me.Desired Settlement: Just cancellation of the service. I think that I already pay enough for my mistake if any.

Business

Response:

Dear [redacted] (Customer ID # [redacted]),

I sincerely apologize for any

inconvenience associated with the billing and cancellation of your account.

In regard to this particular matter, we are clearing the due

balance of $59.97 from under this account so that you are no longer responsible

for any payment being made to 1&1 Internet.

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.

Customer Care

1&1 Internet Inc.

http://www.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.

Review: For the past 2 years I have tried to cancel my domain with this sad excuse of a company. EVERY SINGLE other website registrar I have dealt with, if I didn't want my domain renewed, I didn't pay for it and it expired. This company automatically renews the domain (without my authorization) and then sends me a bill along with a letter stating they are sending me to a creditor if I don't pay it. I never agreed to any terms stating this. My control panel listed auto renew as off. These charges are bogus and unethical. I do not want the domain and feel that the $15 registration fee is your responsibility since I did not authorize it's renewal. I should also ad, you send me a bill 1 month AFTER you renewed it. You never once said that my domain was coming up for renewal to give me a chance to cancel it.Desired Settlement: I want this domain expired. I DO NOT WANT IT ANY MORE. I want the $15 invoice voided, and I DO NOT want to be sent to collections for a service/item I did not request.

Business

Response:

Review: I purchased an online store package from 1and1.com a few weeks ago. I've been trying to upload information to get the store activated and call the 800 technical help line from time to time with questions. I am on hold from 30 min-1 hour every time... I also get techs/reps that transfer me around and when I reach "the department" I'm told I am supposed to talk to,,,the Reps don't know anything and tell me to hold on they are transferring me again for another 30+ minute hold!!!!! Your self service tutorials, help section, customer service/technical service and step by step DIY site is horrible!!!Desired Settlement: refund the money I paid for this basic store your customer service and tech support is horrible!!!!!! I am losing time and money with

Business

Response:

Review: I purchased a 12 month domain name near the end of 2012 and I was to pay $8.99 in advance for the domain name. So far I have found charges of over $125.00 on my credit card going back to a charge of over $ 68.00. on Dec. 6th 2012. I have emailed and asked for my purchase order only to be given the run around. They told me to call the cancellation dept. I called them even though I never had anything to cancel. they told me it was recordered so I asked for the audio file and was told they would review my complaint and get back to me by email. I asked for a call and was told they do not do things that way. I asked for a supeervisor and was told they were busy. I asked for the address of the company and was tole to find it on my own! I have disputed this with my credit card but since one charge is over 60 days I may not get credit. I am very angry that a company can keep my credit card info on file and use it without something in writing!

sincerely

[redacted]Desired Settlement: I want a full refund for both charges and I want this company to be prosecuted for fraud!!!!

Business

Response:

Dear [redacted],

We understand that you were unhappy with the contract terms that revolved around Contract [redacted] under Account [redacted].

We will offer our customers this MyWebsite service at a special rate of $19.99 per month. We do not immediately pressure customers into any 1-year contractual agreements until we feel the customers have had an opportunity to try the service first-hand. This is why we offer the 30-day free trial before any minimum contract terms (MCT) or special offers are initiated.

At any point and time, customers trying this service for free can cancel it through the online cancellation website ([redacted]) with their Customer ID and password. That would remove any obligation of service and is outlined at the point of sale. After the 30-day period has concluded, customers will roll into the $19.99 rate which is billed at 3-month intervals.

This is what happened here. When you spoke with our customer service agents, they were outlining the 1-year agreement that was entered into beyond the free trial period.

However, for whatever reason, we understand that this service is no longer needed or used and we do not wish to invoice customers for an unwanted service.

As such, we have since removed you from your 1-year contractual obligation. We have set the contract to cancel with an immediate effect. In this, you will not be billed or invoiced for this service in the future. In addition, we are refunding both $59.97 invoices pertaining to this service and the credits will post back to the payment method on file within two weeks.

We apologize for any confusion caused throughout this process.

Thank you.

Review: Company billed for services which were not contractually agreed to but instead were derived from an indefinitely perpetual auto-renewal policy. All services requested were paid for in-full. After original contract expired, 1&1 unilaterally created a new contract which I did not agree to and continues collection efforts in spite of giving them multiple notices that such unethical charges($30) will not be paid.Desired Settlement: Removal of collection claim and notice of wrongful claim sent to all three credit reporting agencies.

Business

Response:

Dear [redacted],

We would be happy to take a closer look into your concerns, however the number of the account in question was not provided for us. Our system also does not recognize the e-mail address you've listed. Please provide the account number or e-mail address on file and we'd be happy to pull your information within our system and investigate the case. You can send this in reply through the Revdex.com Portal or to my personal work address - [redacted]. I look forward to receiving this information and further assisting.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: I have used 1 and 1 Internet as a provider for my domain name for my business for a few years now. Last week I noticed that my website was down and I could not pull it up. I called 1 and 1 and the nightmare began. For the past week I have received many different stories about why my site is down and what I can do to rectify it. I have emailed them the information requested, when that didn't work I called back and then they said it was a billing issue, I spoke to the billing dept. and they stated my account was not paid for last year or this year, I stated that was odd as I just received a renewal notice in my email for 2013, if my account was not paid last year why would they be offering to renew it for this year, and why was I never notified by mail, phone or in any matter of this non-payment. The bill is $9.99 for the year, I have been in business for 23 years, I certainly would correct a bill of $10. Although I did not agree with them that this payment was not made, my website not being up and running at this time of year is a detriment to my business, so I offered to pay them whatever they were "stating" was not paid, I even offered to pay them five years in advance for their service if they would just get my website up and running again. I asked them to explain to me how they kept my website open for a year without payment and why they had just sent me a notice of automatic renewal if the account was in arrears. They had no answer, I was transferred continually, told a different story every time I transferred so I asked them to give me an authorization code so that I could transfer my web domain name to another company. They stated I had to email the transfer department, so I did, I still did not receive a code. I called again, was transferred around again, and now they are telling me that not only will they not give me an authorization code, but I will have to wait a year for the name to go back out to the public and then try to get it back as they renewed my account and then terminated it, it is not available for a year. I am beyond frustrated, I have never seen such bad business practice in my life. I have been in business many years and have never dealt with a thing like this. I called another company to try and get my domain name and they stated my domain name was cancelled on the date that 1 and 1 stated it was renewed and someone from another country now owns rights to this account?? The new company stated to me that it appears to them that an error was made at 1 and 1 internet and they terminated my account allowing someone else to buy it and now have fabricated this billing story to cover themselves because they lost our domain name. They are not willing to accept a payment from us, they are not willing to give us an authorization code to release the name back to us so that we can take it somewhere else. I offered to make the "supposed" missing payment of $9.99 plus any fees incurred and to pay 5 years in advance for their service and they just keep telling me they can't help me. My domain name is now lost to me, after years of use which has a very negative impact on my business and creates a great deal of work for me to start all over again. I would appreciate it if someone could look into this for me. Thank you.Desired Settlement: I want my domain name back or an authorization code so that I can transfer my domain name to another company.

Business

Response:

Dear [redacted],

We would be happy to take a closer look into your concerns, however the number of the account/domain in question was not provided for us. Our system also does not recognize the e-mail address you've listed. Please provide the account number or e-mail address on file and we'd be happy to pull your information within our system and investigate the case. Thank you.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: I was hosting my websites with 1and1.com. A few months ago, they stopped supporting my server package with the software necisary for me to login to the server and manage my information. I was very frustrated and they said they would not help and it was my problem. This is not the reason for my complaint.

I had to pay a specialized programmer so that he could access the server through the backend, which allowed us to copy all of our information and move it to a new server with a new business. I had no options but to continue using there service and I was forced to use my money because they stopped my software from working.

I also had to pay this expensive programmer to migrate all of information on to the new server. Again, this is not the problem. Once we finally got all of our information backed up and off of the un-supported server, I contacted 1and1 and canceled the account. Through out the past 6 months the server has not been working very well. The server has constantly been going down. Again this pisses me off, but not the reason for the complaint.

About a week later, I recieved a bill for $1500.00. They automatically ran my credit card. I called them and told them they are not authorized. This is my complaint. I should not have gotten a bill, I should have gotten a pro-rated refund since I did not use a full months service. I prepay for my hosting. My hosting is supposed to cost: $59.99. They are blaming me and stating that I used a lot of bandwidth. That is not true.

I also would like to point out that they currently offer FREE unlimited bandwith on their website for the same service that I currently use, except they are charging me for apparent usage, that I did not use. They are re-fusing to give me a refund, they are blaming me, yet they are the ones that stopped supporting the software which prevented me from using a different service int he first place. They did not even give me a warning they were going to stop supporting the server, they did not care. Now they are billing me for something that I did not use, and currently offer for free and is clearly written on the website.Desired Settlement: Even though, I've had lots of problems because of this company. They've caused me lots of hassles. They have cost me $1,000's in out of pocket costs to fix the problem.

I had already moved along and am happy with my new provider. All I want is a refund for the Bill they are claiming against me.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

Your concerns with the traffic overage fee from Invoice #[redacted] were escalated to our Server Department for further review. After conducting an investigation, the team noted that the overage was valid and the allotted traffic was exceeded from during the time period of Apr 16, 2013 through May 13, 2013. We provide all customers with tools and applications within the 1&1 Control Panel that would prevent such an overage from occurring. We offer an “Expense Tracker” that can show you how much traffic that you’ve used so far within your month. As well, the “Expense Notifier” has the ability to stop incoming / outgoing traffic once your limit has been reached. These are just some of the tools that are at every customer’s disposal to prevent traffic overages from happening.

Please note that it would be your responsibility to monitor the data traffic on your dedicated server. You are the server's administrator. We do not monitor the security settings that you have applied on your dedicated server. Although, we do provide you with an assortment of online tools available to your within your 1&1 Control Panel, as mentioned.

What I will do as a courtesy is refund half of the overage fee as a courtesy. I have processed a credit in the amount of $740.00 and it will post back to the payment method on file within 7 - 10 days. Unfortunately, we cannot refund the amount in full as it was deemed valid and we did support the large amount of traffic during that time. The account has since been canceled and there is no further action required from you there.

I hope this proves helpful, and thank you for understanding our ability to assist here.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: I have cancelled my services with this company as of August 25th using their website's cancellation process. I received a confirmation email from the company saying the cancellation had been processed. Yet the company continued to bill and extract the same fees from my bank account for two months. Email to customer service led to form emails and a refusal to correct the issue. My bank had to call the company to have the fees reversed and they promised to fix the problem. The company is now billing me yet again for another month. I am fed up with their refusal to let me leave their service and their abuse of my willingness to previously permit them to auto-debit the monthly service charge.Desired Settlement: Stop billing me for services I have cancelled 3 months ago, and do not ever use my bank account information to extract charges without a customer's permission again. Fix your inept customer service. It's unethical to make it so difficult and time consuming for someone to end a simple service like web hosting.

Business

Response:

Review: I purchased a 1and1.com Instant Mail Package for 12 months term vide product ID [redacted] and my cr is [redacted]. While purchasing the product, I read online that I could cancel anytime within 30 days and also read that online cancellation is possible by logging into cancel.1and1.com , selecting the package and cancelling the service.

On purchasing the service, I realize that external domains cannot be forwarded to the mail service (as advised by the hosting department via email of 1and1.com),. I request that the service be cancelled for full refund and I was advised to go to cancel.1and1.com and cancel the service. When I logged in and found that the service cannot be cancelled online, I sent an email to [email protected] and [email protected] who asked me to contact the hosting department, who asked me to contact the cancellation department. Eventually, they told me that I should call the cancellation department and refused to provide any email for the cancellation department.

In the past also, when I have contacted support to cancel the service, they make you run around and advise that they are in a separate department and dont handle cancellations. I believe that the tedious process of cancellation is to discourage the customers from cancelling the services and want to lodge a strong protest against the company practice.Desired Settlement: I am seeking a full refund and that the company fix the problems due to which one department keeps throwing customers from one desk to another and provide incomplete information. I also want the company to advertise that cancellation cannot be done online so that customers know it upfront.

Business

Response:

Dear [redacted] (Customer ID # [redacted]),

I sincerely apologize for any

inconvenience associated with the cancellation of the new Instant Mail package

you ordered.

In regard to this matter, cancellations can in fact be

carried out online, for features/packages that are not currently under a set

contract term. Since you agreed to the 1 year promotional rate of $11.88 for

this new Instant Mail package, it was put into a 1 year contract. Under the 30

Day Money Back Guarantee, this 1 year contract needs to be canceled with a

member of our Cancellation Team, since an online attempt will set it for the

end of your 1 year contract. If you had spoke to our Cancellation Team, they

would have easily canceled this feature, and refunded you the charge under the

30 Day Money Back Guarantee. I apologize for any inconvenience that you may

have experienced along the way, but unfortunately, I cannot take back any

incorrect information which may have previously been given to you.

For your records, we have now

canceled the Instant Mail package in question, Contract ID #[redacted], and are

refunding invoice #[redacted]. Please allow 3-5 business days for this refund

of $11.88 to be processed back to your [redacted] account.

That being said, we have a department for each and every

kind of inquiry that a customer may have for their account. The Billing Department

does not handle Technical Issues, nor would they handle Cancellation Issues,

because they are the Billing Department. If you need to cancel a feature over

the phone, the Cancellation Team is here to assist with that. We are not alone

in this process, as many different companies have a dedicated team for each

specific need that the customer may have.

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

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: They are not releasing the domain name I own per the ICANN guidelines. ICANN states they have 5 calendar days to release my domain. We are on our 6th day and it still has not been releasedDesired Settlement: I want my DOMAIN NOW! I also want a refund for the last 3 months. I have been a loyal customer for over 3+ years and this is how they treat you if you want to move to a better hosting service. Nothing but roadblocks and excuses. If I could rate their service it would be a 1 out of 10. You only get to speak with FOREIGN tech support people. I pay in US dollars, by a company that is based in the USA, that pays taxes in the USA and Hosts my website in the USA. However they force you to deal with people that can barely speak English.

Business

Response:

Review: I reserved a website domain for 1&1 Internet in March of 2012. The term was for one year. On January 25th I recevied an email reminder that my domain would would be subject for renewal in March 2013, unless I opted not to. I did not want to renew the domain, so I logged into my account and configured it NOT to renew when the term expired. As the deadline approached, I double checked that everything was configured correctly and it was; "Auto-Renew" was turned OFF. Once the dealine passed, I then received a bill for the next term saying that my domain had automatically renewed. I have communicated to 1&1 Billing service that there was a mistake on their part, but they continue to insist that I pay the renewal.,Desired Settlement: Revocation of the charges for the renewal of the domain.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

In looking into your account, cancellation for domain [redacted] was created on March 19, 2013 and set to take place as of March 16, 2014. The cancellation was set for a future date and it still remains active now as a result. Additionally, the domain was renewed on March 17, 2013, two days prior to you even attempting cancellation. A domain renewal reminder was e-mailed to you on Jan 25, 2013 6:13:39 PM notifying you of this upcoming process.

Now understanding that you were not interested in renewing the domain with us, I will process an account cancellation now and also cancel out Invoice #[redacted] with the domain reflected on it. The credit will be returned to the payment method on file with us within the next 15 days; if the balance has not been yet paid, the refund will credit against the outstanding balance.

Our apologies for any delay or frustration you may have experienced in resolving this matter. Thank you for using 1and1 Internet.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

----

Dear [redacted],

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

1&1 Instant Domain package as of 05/09/2013.

We will deactivate all package features on this date.

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:

The business disavows their predatory business practices and my explicitly chosing not to renew the domain prior to billing me. Nonetheless I find the result of the complaint to be satisfactory, if only financially.

Regards,

Review: In February of 2013, I received an email from 1&1 that they were unable to process the renewal for the website in my daughter's name, [redacted]. I replied to them that we were canceling the service and that they were unable to process the card payment because we had changed banks. I received a follow up email from the company stating that they could not process cancellation through email and that I would have to follow the link within the email to cancel the service. I did this, and was THEN instructed that they could not process a cancellation without me calling. I called, numerous times, and was placed on extensive holds with no one ever picking up the call. I again emailed the company that I wanted the account cancelled, reiterating the fact that the account they were trying to bill no longer existed. They responded that it would be taken care of. Within a week, they were trying to bill the account again, and I received another email stating that they were unsuccessful. This has continued for three months until today I received a collection letter in the mail that they turned the account over. I have made numerous good faith efforts with numerous contacts with the company to cancel the services.Desired Settlement: I simply want them to actually close the account and inform the collection company that they reported in error, since I attempted to close the account 3 months ago and numerous times since.

Business

Response:

Dear [redacted],

We understand that your Customer ID [redacted] was passed to [redacted], the collection agency that we use.

We had done all that we could to contact you regarding this matter. We sent numerous e-mail reminders to the e-mail address on file and placed a financial lock on the account, freezing it in the hopes of grasping your attention.

Unfortunately, non-payment is not a form of cancellation. The service will perpetually renew unless proactively cancelled. More than an industry standard, this is a very important convenience for our existing and prospective customers. Customers cannot be forced to contact us every time they need a service renewal. This would cause unwanted website downtime, loss of resources, and an assortment of other issues for a large majority of our customers.

However, for whatever reason, we understand that this account is no longer needed.

In this, we are removing your account from collections. [redacted] will remove you from any list that they have. As well, we are wiping clean any outstanding balance that you have with either [redacted] or 1&1 Internet. No more money will be owed on this account and you will no longer be required to contact [redacted] or 1&1 regarding this account.

Finally, we wish to confirm that this account has since been cancelled. You will not be any further billed or invoiced for this service in the future.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, assuming that they are actually doing what they said they were going to do. I received two separate emails from them shortly after you contacted them. One stated that they cancelled the account and would notify [redacted] that it was resolved, the test is as follows:

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

1&1 Home Linux package as of 05/10/2013.

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 05/10/2013. The domain registration will not renew once it has reached the end of its current registration.

The remaining balance of your customer account will be credited to your credit card.

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

However, shortly after receiving this email, I also received the following email, which is the same thing that has been happening for months. They tell me that the problem will be taken care of and then they do not cancel the account. In their response to you, they stated that they contacted me numerous times for payment, when in fact I contacted them numerous times for cancellation. The body of the second message that I received shortly after the confirmation that they were cancelling is:

Thank you for contacting us.

If you would like to close out your contract or domains immediately, please visit our cancellation site at http://cancel.1and1.com There you will login using your customer ID and password and be able to access your account and discontinue or review your domains, packages and additional features.

If you do not want your domain name to renew in the future, you can discontinue the renewal by turning it off in your Control Panel.

Log into your account, choose 'Domains'.

Click in the checkbox next to your domain and then choose the AutoRenewal button up above and select 'No'.

That will stop the Auto-renewal process. Or, you can cancel it effective today using our cancel site; http://cancel.1and1.com Otherwise, once the domain renews, the registration good for another year. There are no refunds for renewed domains.

If you have any questions, please do not hesitate to contact us.

Sincerely,

Customer Advocate Team

1&1 Internet Inc.

http://1and1.com

The first message was received at 11:25am, while the second was received at 11:33am. I am perfectly fine with their response to you as long as they actually cancel the account and stop trying to bill and collect money for an account that I closed BEFORE the cycle renewed.

Thank you,

Review: I signed up for 2 domains back in March and May of 2012. I used the domains for maybe a month each. Little did I know they were set to auto-renew and they are now trying to charge me for $21 for the auto-renewed domains i'm not even using. They do not make this clear upfront but instead put it in their tiny fine-print. They are also trying to charge me $0.99 per domain (not much, but that isn't the point) when the advertising clearly said "FREE For first year". Also, they charge you, and if there aren't enough funds on the current payment method (the case with me) they still try to collect the money and now are threatening to send me to collections for merely $21. I don't need any bad marks on my credit which is the only reason I am fighting this.Desired Settlement: All charges voided. I do not owe anything, and I do not want to be contacted by them ever again.

Business

Response:

Customer ID: [redacted]

Contract ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 Instant Domain packages as of 05/18/2013.

We will deactivate all package features on this date.

Additionally, we are clearing the $21.96 balance and no further action is required from you there.

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.

Regards,

Review: Was contacted on 4/30/14 about a special 30 day promotional offer that if it was canceled within 30 days, I would not be charged. I checked the business [redacted] account on 5/10/14 to make sure there was sufficient funds in the account to pay another transaction and discovered that on 5/5/14, 1&1 Internet had charged $59.88 to my [redacted] account and they set up an automatic payment. I did not authorize any [redacted] transactions and the only transaction that I have made with them was for the website domain and it has been paid from 4/27/14 to 4/27/15 and the total was $0.99 because of a special offer, otherwise it would of been $14.99 for the entire year.Desired Settlement: A complaint has already been filed with [redacted] regarding the unauthorized charge on my account ([redacted] complaint # [redacted]) filed on 5/10/14 and would like the $59.88 refunded directly to my [redacted] account and no further unauthorized transactions are to be made to that account. For any future charges, the company needs to send me an invoice directly and I will send them a ONE TIME [redacted] payment.

Business

Response:

Dear [redacted] (Customer ID # [redacted]),I sincerely apologize for any inconvenience associated with the billing and cancellation of your MyWebsite package. The MyWebsite packages offer a 30 Day Money Back Guarantee, which provides a refund in the event this service is cancelled during the first 30 days. The terms of this offer are available on our website prior to placing your order. We have also included them below for your reference.As your MyWebsite package was cancelled during the required time frame, we certainly would issue a refund in accordance with our 30 Day Money Back Guarantee; however, we are waiting on the results of your [redacted] dispute to ensure you aren’t refunded twice. As soon we receive an update from [redacted] we will proceed accordingly. Along with the above, we wish to confirm for your records, as previously stated, that your MyWebsite package has been cancelled. You will no longer be invoiced for this service in the future.Once more, we apologize for any inconvenience that has been caused here.Thank you.[redacted]Customer Care1&1 Internet Inc.http://www.1and1.com1&1 MyWebsite: Special discounted prices for 1 year prepaid termThe following annual prepayment discounts apply to 1&1 MyWebsite packages. The annual discount is valid for new packages only. MyWebsite packages receive a 30 day money back guarantee. Customer can cancel their package within the first 30 days from date of purchase to receive a full refund. Fees must be prepaid for the entire term and are non-refundable after 30 days from purchase. 1. 1&1 MyWebsite Lite:$0.99/month for 12 months prepaid in advance with a 12 month minimum contract term. Monthly & renewal price is $6.99/month. This offer is available starting March 7, 2014.2. 1&1 MyWebsite Basic:$0.99/month for 12 months prepaid in advance with a 12 month minimum contract term. Monthly & renewal price is $9.99/month. This offer is available starting April 10, 2014.3. 1&1 MyWebsite Plus:$4.99/month for 12 months prepaid in advance with a 12 month minimum contract term. Monthly & renewal price is $19.99/month. This offer is available starting April 10, 2014.4. 1&1 MyWebsite Premium:$9.99/month for 12 months in prepaid in advance with a 12 month minimum contract term. Monthly & renewal price is $29.99/month. This offer is available starting April 10, 2014.

Business

Response:

In regard to Complaint ID #[redacted], we are issuing a full refund of the $59.88 charge, as per our 30 Day Money Back Guarantee that is associated with the MyWebsite Package. This refund will be processed to the [redacted] email on file under the account which is: [email protected]. The customer will receive the [redacted] email referencing this in the next day or 2.

Thank you, and have a great day.

Solutions Expert

Caretaker Team

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.

Regards,

Review: Company will not take payment from me that I have offered 3 times.

Please pass this on to [redacted]. I am expecting a call from a member of management at [redacted] mobile. This number is only for management use only.

I have been a customer of 1and1 for numerous years and have been thrilled with your service and customer service until this month. I am utterly disgusted with the service and how ineffective your organization has been.

If I do not gets call from management on Friday to resolve this issue, I will be filing complaints with the Revdex.com, the attorney general and if this is reported to any bureaus, I will be seeking a civil suit as well as reporting your release of personal information to federal agencies.

So what happened:

1- in 2007, I had a business with partners.

2- in December of 2008, the business was dissolved. One partner kept the website. I called one and one and they supposedly transferred ownership to him. They did input his [redacted] information for billing purposes.

3- never heard anything about this account since then, thinking it was transferred.

4- jump ahead until until march of 2013, when my ex wife complains about me getting mail at her house.

5- you sent a delinquency notice to her. How did you get that address? If you look, I have 2 other accounts with 10 or so hosting packages with you. Letter dated 3/4/2013.

6- I try to log I and can't.

7- I call 3/13, find out the account is still active. After talking to [redacted], [redacted] and [redacted] Offer to pay and cancel the account. [redacted] cancelled the account. Case ref [redacted] but will not take my payment. We can't take your payment. You need to do it online. I explain, it isn't my account and I can't get in. She states it is my account still and ownership wasn't transferred. I ask how do I pay this since she can not. / will not take my payment. No one wants my money to settle a debt I am disputing. I am told to go online to pay. I can't since the email account is inactive and I do not have the password. Go online and fill out the account change request to change your email then you can call us and we can reset your password and then you can pay online.

8- I fill out the form, email it in. It is processed. I still cannot log in. I call again. This time on 3/14. You need my Id since I don't know the last 4 of someone else's credit card who has been paying the account for the last 3 years. The credit card on file for a business partner expire [redacted] 1/2013.

9- I do as requested and scan in my Id.

10- can finally log in. I change the payment to my Paypal account to pay you. Can't make a payment.

11- I call again on 4/2, I explain this all over again to channel. She says she will process the payment and then refund back the $18.95 since this was not sent to collections. She states I will get an email when processed.

12- 4/4. No email. I check my Paypal account, no payment and now this email sending me to collections.

I am thoroughly disgusted. I have tried for a month to pay you money that I do not feel I should owe.

So please let me pay you this unwarranted money. I will not pay this collection costs.

I am respectfully asking for a call from someone in management who can resolve this...[redacted]Desired Settlement: I would like this bill and the collection charge to written off. At the minimum, the collection charge to be written off and for them to take my payment.

I also want an apology for sending delinquency notices to my ex wife.

Business

Response:

Dear [redacted],

We understand that your Customer ID [redacted] was passed to [redacted], the collection agency that we use.

We had done all that we could to contact you regarding this matter. We sent numerous e-mail reminders to the e-mail address on file and placed a financial lock on the account, freezing it in the hopes of grasping your attention.

Unfortunately, non-payment is not a form of cancellation. The service will perpetually renew unless proactively cancelled. More than an industry standard, this is a very important convenience for our existing and prospective customers. Customers cannot be forced to contact us every time they need a service renewal. This would cause unwanted website downtime, loss of resources, and an assortment of other issues for a large majority of our customers.

However, for whatever reason, we understand that this account is no longer needed.

In this, we are removing your account from collections. [redacted] will remove you from any list that they have. As well, we are wiping clean any outstanding balance that you have with either [redacted] or 1&1 Internet. No more money will be owed on this account and you will no longer be required to contact [redacted] or 1&1 regarding this account.

Finally, we wish to confirm that this account has since been cancelled. You will not be any further billed or invoiced for this service in the future.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Review: This company is refusing to cancel my month to month contract, and when asked to cancel, threatened me with collection. They have only 1 cancellation phone line that requires half an hour wait, and it reaches to a very rude customer representative.Desired Settlement: I want to cancel the account.

Business

Response:

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 Dedicated Server DC M package as of 04/24/2013.

We will deactivate all package features on this date.

The latest invoice, #[redacted], has been refunded as well and will post back to the payment method on file within two weeks.

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,

Customer Care

1&1 Internet Inc.

http://1and1.com

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Regards,

I am charged again for my credit card. Apparently my account was not cancelled.