1&1 Internet, Inc

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: 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: 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 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: I have cancelled my website packages with this company starting on June 11, 2014. I am still getting invoices, turned over to collections and my accounts with them are still not closed. I talked to them last week November 6th to settle this problem. Yet I had to call them yet again today, November 10th because I received yet another invoice from this company, only to call them and get the same response. It's being processed. They are still trying to charge me and I want the charges reversed and my accounts closed with verification that they are indeed closed.Desired Settlement: I would like a letter from this company telling me that both my accounts are indeed closed and that I do not owe them any money. That they have indeed reversed any charges that they may have against me, as since my first email from them was on June 11, 2014 I do not owe them any money.

Business

Response:

Review: I have been a customer of 1and1 for four years. First of all, they canceled my domain [redacted] after nonpayment of $48 back in April even though I did not receive notice of nonpayment. I paid the $48 on the spot in April over the phone. And they deleted all my files from my blog after I paid. I decided in June that I wanted to transfer my domain to another provider after they deleted all my files, so I had to call and get an authorization code to do so. The sales rep told me I had to pay to make my domain/account active - something like $14.99. So I did that and then received an email that made it seem like I was good to go. This week I decided to finalize my domain transfer from 1and1 to [redacted]. I called on September 24th and was told I needed to fill out a domain redemption form. I filled that out and faxed it in. I am surprised that I was not told back in June that this was part of the process. They always fail to tell you the entire story of what is required to do certain things. I received an email this morning saying the following:

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

Thank you for contacting us.

The domain is no longer in the redemption period it will be available to the public on first come first serve basis in approximately 5 days.

You may receive a short survey within the next 24-48 hours. Please take a moment to complete it so that we may continue to improve our customer experience.

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

--

Sincerely,

Gregory

Transfers Department

1&1 Internet Inc.

WHAT DOES THIS EVEN MEAN!? They are making it available to the PUBLIC!? WHY!? Why the hell did I pay to active my account and fill out that form to prove the domain was mine to only be told in some BS email that now they are making the domain available to purchase to the public. ARE YOU KIDDING ME!?!?!?!?! Now my rep and I were on hold with their lame customer service department for 25 minutes. We called back and were transferred again to their customer (dis)service department and we wait on hold some more.

I want my domain and I want my blog files. Period.Desired Settlement: I want my domain back and I want my blog files. Period.

Business

Response:

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

I sincerely apologize for any

inconvenience that has occurred with the cancellation of the domain: [redacted]

Unfortunately, as previously mentioned, the contract in

question had been canceled due to a violation of our terms and conditions,

excessive non-payment. Whenever there is a declined payment, email

notifications are in fact sent out to inform the customer of the situation at

hand. In this case, the email address on file where these emails were sent was:

[email protected]. In regard to your statement that you did not receive

any notice of declined payment, it may be possible that certain email settings

you had intact sent these notifications into your Spam folder. However, aside

from the emails, you would have noticed an issue with your account far in

advance before any cancellation took place, as 30 days after the declined

payment, which was due back on 7/17/13, your account was locked. It remained

locked for the next 7 months, until the contract was canceled due to

non-payment on the date of 4/1/14. Through this cancellation, all of the

data/blogs/web space would have been deleted, and is no longer accessible.

Even though we did not receive that payment which was due in

July of 2013, we still automatically renewed this domain for another year until

7/17/2014, while actively attempting to make contact through the email address

listed under this account. Many other registrars, such as [redacted], cancel

domains shortly after any failed payment. Essentially, the service provided by

1&1 Internet for this domain over the last year was free of charge at the

time due to the payment not having been made.

That being said, even though the contract had been canceled

on 4/1/14, you still had until 7/17/14 in order to transfer it to another provider

as you had mentioned you would, since we had renewed it in your name until that

date. Our records indicate that you resolved the payment with us on 4/22/14.

Shortly afterwards (4/24/14), once you were informed that the data/blogs were

no longer available, you said that you would transfer the domain. You made no inquiry

in regard to the transfer/auth code for the domain until 5/15/14, at that time

you were informed that you needed to speak to the Tech Team to gain the

transfer/auth code. After that, our Tech Team was not contacted until 7/1/14,

in which it had been notated that you were not able to verify the account

password, but then told them you had already received the transfer/auth code. Between

4/22/14 when the payment was resolved, and 7/17/14, when the domain expired,

the transfer could have been simply processed, if only initiated by the other

registrar you wished to bring it to, at your request through them. Once the

domain expired, all actions, timeframe of Redemption, etc., are followed and

governed through the rules and regulations of ICANN. If the Redemption Form had

not been sent in during the proper ICANN regulated timeframe before being set

for release to public sale again, than there is nothing further we can do. It

is unfortunately out of our hands as we do not have the ability to override

their policies.

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

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: it is completely inaccurate what was stated. At no time during any of my conversations from April 2014 through July 2014 did any of the customer service reps tell me that I needed to fill out a redemption form. So if the process was so easy then why did no one tell me until September 23rd 2014? Your customer service process is TERRIBLE as is completely obvious if you look at the hundreds of other Revdex.com complaints against your company.

Review: 2 years ago I used the subject company to create a website. they were to provide the url and site maintenance. the initial cost was $9.99/cancel anytime with full refund. I canceled within an hour of ordering the service. the agent convinced me to use the service for the initial period and cancel later. I told her to process the cancellation after the promo period. she confirmed it was done. a year later, I was charged $29.98. I called the company and complained and requested a refund. they said they would research and get back to me. I again canceled the service from continuing. now they have again charged my bank card another $29.98.Desired Settlement: check for $59.96

Business

Response:

Review: I April 2007 I signed up for service from 1&1 internet. I actually read all 30 pages of their legalese before signing up and it never mentioned that I could not have database driven content. After signing up they send me information to this effect. After contacting their help desk and their legal department (at the suggestion of the help desk), I cancel my service. I knew that I paid for one year registration fees for two domains in addition to the hosting service. After the hosting service was cancelled, I tried having my new internet service provider transfer those domains to them. According to my new company, this was blocked. Having transferred dozens of domains successfully over the years, I'd never run into this. These were backup domains and never intended for live use and when they "blocked" the transfer I gave up on these guys. The entire way they run their business was suspect at best. Within a month of cancelling the service I'm getting constant email from these guys and opt out or unsubscribe. Even after unsubscribing, they continue to bombard me with email so I set up a rule that all of their email is deleted. Come to find out, they set the domains to auto-renew. I've registered domains with a half dozen other companies and none of them defaulted the domains to auto-renew. Evidently, they have been charging me annually for something I cannot use and cannot transfer. Then, to add insult to injury, when the credit card or bank account that they are charging is closed, they send my account to a collection service. I request that they cancel the debt collection, they refuse.Desired Settlement: I paid the debt collection service ([redacted]) this evening some $52.93 for what was a fraudulent $21.98 bill. At this point, I will not be satisfied until they refund my 2008, 2009, 2010, 2011, 2012 charges and my 2013 collection service fee. This was service that I could not use because of their undisclosed business rules and business practices. I do not have documentation on their annual charges for previous years, but will request that they refund my $21.98 x 5 ($109.90) and my $52.93 charges from this year for a total of $162.83. Please note that I am not requesting that they refund my charges from 2007. While I think it would be legitimate to claim these charges as well, I'm willing to assume that the first years fees were an acceptable charge (where their business practices not fraudulent).

Business

Response:

Dear [redacted],

We can confirm that collection agency [redacted] has since received payment and the outstanding balance has been cleared. The account was passed to [redacted] as it remained active and invoices were left outstanding for 60+ days. Please note that our charges would be based upon the availability of the service and not the actual usage, much like your cable television provider. 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.

In order to help here, I will process a cancellation of the account for you. Additionally, I will refund Invoice #[redacted], Invoice #[redacted] and the $18.95 late fee incurred. These credits will post back to the payment method on file within 7 - 10 days.

I hope this proves helpful and thank you for your patience throughout this process.

Sincerely,

Customer Care

1&1 Internet Inc.

www.1and1.com

--

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 Instant Domain 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.

- [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 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

Review: They are billing for services I have not signed up for.Desired Settlement: Cancel this bill. No late charges. Stop any contact. I have never done business with this company.

Business

Response:

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 MyWebsite - Plus Package package as of 07/11/2013.

We will deactivate all package features on this date.

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

gordonpegler.com: The auto-renew feature will be disabled for this domain as of 07/11/2013. The domain registration will then remain active until 07/11/2013, at which point the domain will expire.

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 simply wiping clean the outstanding balance for this account. You will no longer be required to contact 1&1 regarding this balance.

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

www.1and1.com

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: I cancelled my account on April 12, 2013 and even received a prorated refund to my credit card for the full payment I had made. I submitted all required paperwork. I was again billed $44.97 on my credit card on May 30, 2013. When I called 1 and 1 on May 31, 2013, I spoke with 2 low level folks, [redacted] and [redacted], and then [redacted], who said he was a manager. None would help and [redacted] even said that the bill was valid and would stand. I called my bank to alert them to the fraud that was occurring.

41 and 1 is a slimey group only interested in taking one's money. I want the amount charged me, $44.97, credited to my credit card.Desired Settlement: I want my credit card refunded.

Business

Response:

Review: The name on the credit card is [redacted], they were using [redacted]' card to pay for [redacted] web hosting. Since I am not [redacted] they will not release any information as to what the charges are for. It is over $2,000 of unauthorized charges to our card and they will not release any information to us.Desired Settlement: I would like a detailed explanation of all the charges that we processed on [redacted]s card for all of 2012. I would also like confirmation that [redacted] is no longer able to use the card for charges with their company again.

Business

Response:

Review: This headache gives me immense frustration which causes heavy stress and anxiety.Desired Settlement: They billed me for an annual subscriptions for 92 web domains. They set up an automatic renewal and now have billed me for something I dont have, I dont want, and never received. They also pushed part of the balance to a collections company called [redacted]. I have since canceled my account with them but they refuse to cancel out the balance they created. I need assistance resolving this. Thank you

Business

Response:

Review: Two domain's have been cancelled using 1AND1's very hard to use https://cancel.1and1.com .

Both request were filled out correctly, I believe, but hard to tell since the wording and design is very confusing.

First domain ended up not canceling at all (on June 26 2013), so I ended up reusing the domain for another project.

Second domain I did more research and found that 1AND1 does not list the correct cancellation date on their https://cancel.1and1.com webpage.

I have already been charged $14.99 (which they will not refund) for the domain [redacted] and it still lists it on my control panel, however its is locked on a PARKED PAGE and wont allow me to choose which host I want to use.Desired Settlement: I would like 1AND1 to release the domain [redacted] to my control since I have been charged for the services.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

In looking into the account, I see that cancellation for domain [redacted] was created on June 12, 2013 via our on-line cancellation site and set to officially take place on Aug 13, 2013 - A 60-day cancellation was opted for at that time. The domain was renewed on July 25, 2013 and that is why Invoice #[redacted] was generated. Now understanding that you were not interested in renewing the domain name and there was some confusion caused throughout the cancellation process, I will refund Invoice #[redacted] in full. The credit will post back to the payment method on file within 7 - 10 days.

I hope that proves helpful and thank you for your patience throughout the processes.

Sincerely,

Customer Care

1&1 Internet Inc.

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.

The business has followed through and refunded the purchased amount. I appreciate the second look into the situation.

Regards,

Review: I order a month subscription but only had this for approximately 5-7 days. I received a bill for over 110.00 even though my contract was for 21.00 a month. I followed the online instructions to cancel the transaction and was instructed that I had to call customer service. I called customer service and was told everything was canceled and deactivated. I received an email stating I owe 18.95 and was told it was completely deactivated is was something else I needed to do. I explain to them that I no longer had any sign on information for the site and I would appreciate it if they would just honor the online and telephone confirmation. I received a bill in the mail for 18.95 and now another for 60.94. The new bill have a threat stating I will owe 18.95 fee in addition to the 60.94 If they move to debt collections.

I have tried to explain to them that I do not owe them any money. To this day they never explained the 18.95 nor the 60.94Desired Settlement: My desired outcome is that they quit harassing me with emails and mail about owing them money when they clearly have every email I sent them including the cancellation email. I deserve to receive a 0.00 invoice because that is what I owe them.

Business

Response:

Dear [redacted],

Sorry for any confusion caused here.

The account was successfully canceled as of April 15, 2013 and there is no further action required there. When the package was switched days after ordering, any money back guarantee that would have applied was voided. This is outlined in your Control Panel throughout the switching process. An account would have to remain as-is in order to complete the promotion and take advantage of any guarantee that was confirmed during the original ordering process.

After canceling, you were automatically issued a prorated refund of $-101.08. Extra features, like domain names are nonrefundable and no credit was applied there as a result.

At current, a balance of $18.18 remains and that is why you have been receiving the failed payment notifications. You had already received a prorated refund and this remaining fee was deemed valid, which is why our Retention and Billing Departments advised you to make the final payment. I can waive it for you now as a courtesy, leaving nothing additional owed and no further action required on the account.

I hope this proves helpful and again apologize for any confusion caused throughout the process. Thank you for your patience, and for giving us the opportunity to assist.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: We registered a hosting plan package from 1and1.com. The package information on its main webpage said it includes 100 subdomains as well as 1 domain. However, after we purchased it and entered the admin control panel, we found although we could create subdomains, they were not possible to be used. 1and1.com locked the home directory. All 100 subdomains has to use the same directory with the base domain. The aim to use subdomains is to seperate them and use them individually. If we cannot seperate them to use, there's no meaning for subdomain, because all 100 subdomain equals to the same one domain.

After we saw this issue we contacted 1and1.com several times. However, 1and1 always replied in a similar style that it repeated the package could not change folder for subdomains, and suggested us to upgrade to higher hosting plan package. This is a bait & switch advertisement trick. In the package information 1and1.com doesn't mention anything about the limitation of the subdomains (which is actually non-functional). Instead, it put it remarkably that it provide 100 subdomains which the clients will natually assume they are functional.Desired Settlement: Either mention that the home directory is locked and subdomain may not functional if choose this package hosting plan on the package information/comparing pages in prominent place ; Or change the package policy to enable the home directory changing.

Business

Response:

Review: October 15,
Since the date of June 10, 2013, I submitted to and Internet, Inca cancellation services accounts for hosting and domains to be transfer to Host GatorThis company has ignored all my communications via telephone and by email, initial negotiation of services through many years agoThey insist that I owe to the company invoices of July, August, September, and October after the cancellation for a service I never use and they didn’t give me
Each time I called support department or billing department, supposedly never had records of all my calls and the service cancellation I the request for transfer all my domainsI made the request on June 10, to transfer all domains, but they kept without any reason one of my domains www.expressformsfl.comI was forced to register another domain with the new hosting Host Gator, but this company continues its harassment of send me Invoices by emails, after the request of cancellation, previous the cancellation, they withdrawn for my account the money that I owe the company at that time, after that they send me constantly invoices for services to be pay in advance and that money was even take out of my credit card without any authorization, on June up to September 18, for a service that didn't apply to me because was after the cancellation of the services; and by the way I don't maintain any services agreement with this company since this cancellation date
I send warnings to "Cease and Desist" but they continue their constant harassment to the present day with its insistence pending bills and threats to me with my credit reportOn August 8, I wrote in detailed a letter to the central offices of and Internet Inc., in Chesterbrook, Pennsylvania and so jar I've also been ignored, without any response
While I was their client everything was perfect and they withdraw all payments automatically, after the cancellation
the service they continue doing withdraws in my credit card without any authorization, and I was forced to cancel my cardThis is a daily harassment that I receive from and Internet Incby email sending me Invoices after Invoices and request for another number of credit cardsI'm sick and tire to be harassed at any time daily by my email address by this companyI include all documentation of communication with this company from the June 10, 2013, and a copy of the letter send by priority mail to they are Headquarters Offices on August 8, This persistence and act of bad faith by this company put me in a very high stress daily and getting worse with the Syndrome that I suffer of FibromyalgiaI request that this company and 1, Internet, Incstop this harassment against meI decide to write this complaint to your agency to receive help; protection, and immediate relief to this situation
Companies like this should be regulated and penalized for harassing customers who cancel service and they supposedly ignoring communication continue to gain money, net to mention the degree of distress they create in customers, who are people that can be affect the life and emotional stability like myself with the bad intentions actions by companies like and Internet, IncPlease Request an action of "Cease and Desist” legally again through its consumer protection agencies
Cordially,Desired Settlement: Please see attached
Business
Response:

Review: On 6/25/2013 the domain [redacted] was removed from 1and1.com. On 6/26/2013 1and1.com charged me $10.99 to renew [redacted]. Summary: 1and1.com charged me for a year on a domain that it no longer held.

Invoice Date: 06/28/2013

Customer ID: [redacted]

Contract ID : [redacted]

Invoice No. : [redacted]Desired Settlement: I have made 4+ contacts with 1and1.com customer service - they don't understand or don't care. Please just refund the $10.99.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here. As confirmed by our Billing Department, domain [redacted] was renewed on June 18, 2013 and later transferred to another registrar on June 25, 2013. Any cancellation/transfer would need to take place well prior to the renewal date to prevent the process and invoicing. In accordance with our Terms & Conditions, domain names are normally nonrefundable. The transferring process can take up to 5 days, so please ensure that all domains are successfully transferred prior to the renewal date in the future. You may want to begin the process 1 - 2 weeks prior to the actual renewal date to ensure its success.

Our Complaints Department already extended the courtesy of refunding the $10.99 charge on Invoice #[redacted] for you, and the credit will post back to the payment method on file within 7 - 10 days. Thanks for your patience here, and I hope to have better clarified what took place.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Consumer

Response:

I've been a customer with 1and1 for almost a decade, yet 1and1 made me fight it out for a $10.99 error that they made, and even after this complaint, they still blamed the problem on the me.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I look forward to telling others about their kindness.

Regards,

Review: I bought a domain name for 1and1.com. The domain name was [redacted]. I received a phone call shortly after with promises of setting up my website. They were supposed to change the colors of the website, ad additional pages, etc... None of this was done. They never provided me any assistance whatsoever regarding the website. Shortly after that I cancelled my webpage all together. then a couple months later I get emails about failed payments and threats to send me to collections. I contacted 1and1 and they tell me that I have to pay them because even though I cancelled my website, the service to set up my website was never cancelled. It is a complete scam. Thats along the same lines of me selling you a car and then offering service to your car like an oil change... but I never deliver the service, and you give me the car back then I try to collect payment for the oil change. It doesn't make sense and I refuse to pay. If you try to visit the site [redacted] you will see the site does not exist, so why should I be paying for the service for the next year or so?Desired Settlement: What I would like to happen is for 1and1 to void the bill. I want the account cancelled. I do not want to pay a cancellation fee or pay a bill for service I never received. They should completely remove the account. I would like for them to also refund any money I spent for the domain name or service attached to the domain name.

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 (http://cancel.1and1.com) 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 simply wiping clean the outstanding balance for this account. You will no longer be required to contact 1&1 regarding this balance.

We apologize for any confusion caused throughout this process.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Review: I have many accounts with 1and1 internet. A service that I tried to cancel back in 2005/2006 (I have a copy of the email stating I want to cancel said account) was never cancelled. THere are also items in invoices that I never ordered and continued to be bill for the original order along with services I never asked for or ordered.

They have sent me to collections for the following charges:

$78.89

$20.98

$18.95

I have many more accounts with them and spend A LOT of many every month, so I know how to pay bills, order services and cancel services when needed. They have made it IMPOSSIBLE to cancel the accounts in question.

I have tried to contact the billing and sales department, all not willing to help.Desired Settlement: Collections to be reversed and the charges to be wiped clean.

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.

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

--

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 Instant Domain package as of 08/28/2013.

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 08/28/2013. The domain registration will then remain active until 08/28/2013, at which point the domain will expire.

- [redacted]: The auto-renew feature will be disabled for this domain as of 08/28/2013. The domain registration will then remain active until 08/28/2013, at which point the domain will expire.

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