1&1 Internet, Inc

Review: I had an account in good standing at 1&1 Internet, Inc. for many years. About two years ago, their customer service deteriorated. They are beyond arrogant and unhelpful to an extent that their business practices are just short of fraudulent. I come form the Government-regulated securities industry, and so I know both what fraud looks like and the practices that the government bars us from utilizing and 1&1 Internet, Inc. embraces them with zeal and a snotty attitude.

If this treatment of customers was backed by good service, while I still would detest them, I would at least say they were unlikable but good at what they do. However, the sheer incompetence of this organization is impacting my business, and after a morning spent on the phone trying to rectify an intolerable situation created out of 1&1 Internet's ineptness, I am left with only fury and a appreciation that I moved my business elsewhere.

A few years ago, I helped a friend establish his website (the name of the entity is Brauer Aerospace and Defense); at which time, for some inexplicable reason, someone at 1&1 Internet, Inc. changed my account to reflect the contact info for Brauer A&D. After multiple calls and written correspondence, 1&1 Internet, Inc. still has Brauer as the account owner. And they have terminated my account but not surrendered my property (i.e., domain names) for non payment. And although I see their point that I should not get my property if I have an unpaid bill, try as I might like, the USPS does not deliver mail to me with someone else's address and name on it. I have not received a bill in 18 months and after so many calls on my behalf to both correct the error and pay my bill, nothing happens.

This morning, I once again tried to pay my bill. I was met with rudeness, arrogance, and incompetence. And although I chose to record my call, suspiciously, the call reconnected to another individual before the solution was supposed to be delivered. It is my belief that the recording was shut off for the next representative to be completely rude and give me the cold shoulder. That representative told me his name was Michael and he was in Tech Support (not the area I called) - that call was at 10:30am EDT on July 8, 2014.

I have attempted to pay my bill, update my contact information and repair my account to which I have been met with lies and rudeness. I am no closer to resolving this issue after another two hours spent on this.Desired Settlement: I want a letter of an apology, I want my debt cleared since they do not seem to care if I pay or not, and my domain names transferred to [redacted].

Business

Response:

This is the most incompetent internet provider in the industry. They are taking our website down every few weeks for hours or days for no reason. Every time you call the support,these people from Asia are reading script and apologizing but have no solutions of answers to our problem.They put you on hold and never pickup again. We are a small business and the website is our source of income. Our employee depend on the business on those leads coming from our website. I've contacted Sebastian as well. No dice. I guess they just don't care. Please don't use this company for any of your internet needs. Our site atlantictileandgranite.com is down again for two days. Nobody knows why???

Review: I switched my account to a yearly billing account (from quarterly) on May 7th. On May 7th I was advised that I would be charged only .99 for the year of hosting and I would be refunded the $14.97 for the previous quarter of hosting (which was just billed on the 3rd of May). On May 8th I was charged 14.97 (which was to be refunded). On May 9th I was charged 71.88 (should have been only $.99). I called on May 9th and was advised that it was being updated and I would only be charged .99. A refund for 70.89 was being issued. On May 12th the refund was "issued" for 70.89 BUT NEVER posted to my account. On May 15th, the same account billed and charged my card for 56.91 AND 15.98. They say the 56.91 is the 71.88 (MINUS the 14.97) refund --- again I was only to be charged .99 to BEGIN with! They have no explanation of the $15.98. I sent then an email with the screenshots from my bank account showing these charges. I was advised on 5/15 that another refund for the 56.91 would be issued. When I called today May 16th, they have no record of any refund EXCEPT the 70.89 WHICH I AM BEING TOLD IS ANOTHER 3 DAYS!!!! At this point (TAKING OUT THE FACT THAT I ALREADY PAID the $.99 [71.88 CHARGED - 70.89 REFUND WHICH I STILL HAVEN'T RECEIVED} I AM STILL OWED ANOTHER 87.86 in REFUNDS (PENDING THE 70.89 goes through!) I process credit cards and refunds and know that it DOES NOT TAKE A WEEK TO CHARGE OR REFUND.Desired Settlement: I expect to see $158.75 REFUNDED onto my debit card that is on file with 1AND1 IMMEDIATELY.

Business

Response:

Dear [redacted] (Customer ID # [redacted]),I sincerely apologize for any inconvenience that has occurred here in regard to switching packages.The previous refund of $70.89 has since been processed and you should see this on your current method of payment. Our records show that the Billing Agent you spoke with today, 05/16/14, issued an additional refund of £7.47 on your account. However, in addition to this, we are issuing a further refund of $88.38. You should see these recent refunds on your current method of payment within fifteen (15) days. While it usually sooner, refunds can take up to fifteen (15) days to process. I hope that this helps alleviate some of the frustration that has been caused here.Once more, we apologize for any inconvenience that you have experienced.[redacted]Customer Care1&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:

The 70.89 that was issued on 5/12/2014 STILL as of 5/20/2014 has not been credited to my payment method on file. Additionally, I have not received credit memos (like I did for the 70.89) totally the $88 in addition I was to be receiving. Between 5/9 and 5/14 I had over $160 taken from my bank account on a $.99 authorization. I have been in contact with 1and1 since 5/9 and have YET to receive a SINGLE payment refunded. The complaint department and solutions are no better than their policies and procedures. It takes you 1 day to take money from my account and up to 10 to return it? I have issued refunds and been issued refunds within 24 - 48 hours. There is no reason that these credits should NOT be in my account. It has been 4 business days. Yes BUSINESS DAYS, and in one instant it has been 10 BUSINESS DAYS since I was told the credit had been issued.

Regards,

Business

Response:

Review: I bought hosting space on 1and1.com in January 2012. my subscription was automatically renewed in January 2013 for another year. in the recent past, I found that the service was not consistent, which affected my business.

I moved by business to another company. I called 1and1.com to request cancellation and refund of the money for the time I am not going to use their services ( I have paid till Jan 25th 2014)

The support person went ahead and cancelled the account but refused to credit my account for the time that is going to go unused. all internet hosting companies refund for unused time when cancelled.

because there is not going to be a refund, I had to reactivate the account ( I am not going to use it) which is a waste of money for me.

my 1and1 Contract ID: [redacted] Customer ID: [redacted]Desired Settlement: cancel m account and refund the money that is due.

Business

Response:

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 Unlimited package as of 07/03/2013.

We will deactivate all package features on this date.

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

1&1 Online Team Storage will be cancelled from our system as of 07/03/2013.

Invoice #[redacted] generated back on January 25, 2013 has also been refunded in full and the credit will post back to the payment method on file within 7 - 10 days.

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: This company has sent me a bill for services which they have not provided. I have no contract with them. They billed my [redacted].com for services which they did not provide. I disputed the billing with [redacted].com and WON the dispute and had my money refuned. I received a bill from them and did not pay them, as I dont have a contract with them and they are not providing me a service. They sent the bill to collections FOR SERVICES THEY ARE NOT PROVIDING.Desired Settlement: Cancel the bill and call off the collection agency.

Business

Response:

Review: I used their website to register a domain name. After registering, I began to get sales calls. On one particular call they offered me the 1 and 1 My Website package. The salesman offered a trial period and stated that it would be 19 dollars a month after the trial period and that I may cancel at any time.

Time went by and I never once used the service. I was hit with three months of 19 dollars a month, all at once and in advance ie. the next three months. The internet invoice I received claimed that I needed to call during regular business hours, all of which I was at work but I decided to try the number on my bank statement, after hours. After being on hold for about 45 minutes I was connected with a representative who explained to me that I was in a contract and could not cancel. She stated that if I did cancel, there would be an early termination fee, pro-rated towards the amount of time I had left in said contract. When I explained that I had never used the service and was not even trying to get any money back, I just wanted to stop further charges, she told me that their services were not based on usage and that if I did not pay I would be turned over to collections.

I explained that the salesman who called me, unsolicited, told me I could cancel anytime. The representative told me that she was limited on what she could do and either pay the termination fee or plan to be billed again.

I chose to terminate and was charged nearly the remainder of "contract" and sent an email explaining that all of my "services" would be stopped immediately, despite the fact I just paid for the next three months. Not that I was going to use them, but shady business none the less.

All in all, I was completely ripped off, given nothing, and threatened with collections.Desired Settlement: To make potential customer aware that they rip people off.

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 - This was already confirmed and processed by the Retention Agent that you spoke with via telephone on June 20, 2013. 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 have refunded Invoices #[redacted] and #[redacted] back to you and the credits will post back to the payment method on file within 7 - 10 days.

We apologize for any confusion caused throughout this process.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Review: I sent them a cancellation of my account, and got a confirmation email back on 2007-11-12. Customer ID: [redacted] Contract ID: [redacted] Reference number: [redacted]. This was for my 3-month $60 hosting package. Assuming all was taken care of I never logged back into 1&1, until I received a declined debit card notice 3 months later (expired card). I then had to go through the cancellation process again, for the same exact package I had already cancelled. To add insult to injury, they sent my bill to collections. I contacted them years later to resolve the issue but they claimed it was my fault for not cancelling. I never received any calls/emails/letters from either [redacted] or 1&1 about this going to collections before hand. This bill should of NEVER been issued pass my first cancellation request, and should of NEVER been sent to collections for an error they made. I was in great standing, never missing a payment for almost 2 years with this company. Is this how they treat their customers when they want to leave?Desired Settlement: I believe this must of been a mistake or glitch and would like my account removed from collections, as well as wiped clean of any outstanding balance that I have with either [redacted] or 1&1 Internet.

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. For your reference, this is outlined under Case ID [redacted].

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.

Review: This email address has used 1&1 for 10-15 years for email. However, when a promotional free 1 month website trial was attempted and subsequently canceled, all email accounts were also canceled or deleted (completely unassociated technically). This presents a serious legal matter if not restored, not only in terms of volume of emails but also because legal evidence and correspondence between customer and lawyers (unrelated to this company) were actively being exchanged until 5/3/2013.Desired Settlement: Restore all email access to email address including all prior emails.

Business

Response:

Dear [redacted],

Which e-mail address are you looking to have mail restored for? Did you re-create this e-mail address in the 1&1 Control Panel? Answers to these questions can be provided via the Revdex.com Portal, or to expedite a response, to my work address directly: [redacted].

Please note that your domain name is not registered nor hosted with 1&1 (This being the only domain in Contract [redacted]):

;; Received 486 bytes from [redacted] in 110 ms

Domain Name: [redacted]

Registrar: [redacted]

Whois Server: [redacted]

Referral URL: [redacted]

Name Server: [redacted]

Name Server: [redacted]

Name Server: [redacted]

Status: clientTransferProhibited

Updated Date: 12-mar-2013

Creation Date: 21-may-2000

Expiration Date: 21-may-2013

Again, if you can specify which e-mail address and make sure it exists within the 1&1 Control Panel, we will attempt to restore data if available. Back-up's are a service that we provide but do not guarantee.

We look forward to receiving the relevant information and assisting however possible. Thank you.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: I tried their service from an offer they ran for a domain name that I seldom used because it really wasn't the name I needed. I called months before the year was up, in order for the company to cancel the account, and they did.

But, according to 1&1 billing department due to a computer error I was still billed $10.99 about I month after I cancelled the acount, and I was billed $10.99 along with a $8.00 late fee.

Now I have [redacted] trying to get $18.99 from me, and 1&1 tells me they have nothing to do with it.Desired Settlement: I want you to get [redacted] off my back, because it wasn't my fault in the first place. A computer error on your side posted the bill after it was cancelled, and you went ahead and sent it to a collection agency, along with a late fee. Get them off my back!

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:

[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 had used 1and1.com for my company email as well as other hosting for close to 5 years. We have had service issues throughout the whole time which came with customer service issues also. Granted, it was my fault to stick with them in the first place.

Recently, because of acquisition, I have had to shut down all extraneous email services and 1and1.com is a huge security issue for the company that acquired my company to the point that they had been blocking 1and1.com thus I was unable to send emails to colleagues. Thus the poor customer service.

Because the service contract was ending (contracts were for 3 months starting on the 16th being billed on the 15th of every third month) I ended my contract on the 14th, thus terminating the contract. However 1and1.com proceeded to charge for another 3 months.Desired Settlement: Refund of 3 month contract that I did not contract as the service was terminated on the 14th and a new contract was not to start till the 16th of October.

Business

Response:

Review: I was recently contacted by a sales representative on the phone selling 1and1's "My Website" service. I clearly told the sales representative that I was not interested in the product as the webpage in question was a parked page that was not worked on. It's simply a placeholder for a URL. He continued to try and sell me the service. He asked for my email address that was associated with the account. It took a few tries to guess the correct one as I'm no longer able to check the address connected with the account due to a divorce. Any documentation sent regarding a cancellation period would have been sent to an invalid address.

I dispute that I wanted this service. I dispute that I was given a chance to even cancel this after being given a free trial that I did not want.

When asked for a copy of the transcript which the company says was reviewed to ensure that this was a valid transaction, they have refused to give on to me.Desired Settlement: I do not believe that this charge was valid. I ask that collection efforts cease immediately.

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

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 purchased service from 1&1 and shortly after canceled the service at the end of the summer. My business involved landscaping and I did not need there service past the summer. However, even though I canceled it they continued to bill me and when I emailed them and they denied me canceling the service. I sent an email back saying I did cancel the service and gave them my reason why I canceled. I did not hear back from them again after that and when I attempted to contact them by phone it put me on hold for 30+ minutes and I could never get through. Over the next year I received automated calls on my phone saying call this number but did not give any details,and I assumed it was someone trying to scam me. After awhile I got annoyed and called the number and found out 1&1 put a collection for me without even contacting me by phone or answering me back on email. I paid the collection after over an hour of talking with the agency who would not even listen to me. Now I got my credit report and it has dropped my score significantly despite an otherwise perfect credit history. I am contacting to get the collection removed from my credit score. I beleive I did not owe money in the first place and was not contacted appropriately by 1&1. I believe there was a glitch in there system or they made a mistake not accepting my cancelation.Thanks for you time,[redacted]Desired Settlement: I would like the collection removed from my credit report and the amount refunded if possible. My main concern is the removal of the collection on my credit report.Thanks

Business

Response:

Review: To whom it may concern

Re: !& 1 Internet Inc. [redacted]7

Re: Complaint

Dear Sir or Madam,

After repeated attempts to notify 1& 1 internet (Company) of my closing my company, I am now in receipt of a collection letter from [redacted] of which I have paid in full of 54.17 to [redacted]. After Repeated attempts to pay my bill on line and then by check, I was e-mailed that company does not accept checks. Then after 7 days I received a collection letter demanding full payment of 42.17 Plus an outrageous convenience fee of 12.00 to pay my bill. I have never been treated so badly in customer service in my 59 years. I would have though that company might have given me a call to say they would hand this over to a collection agency but no. I even called company to say I would like to pay my bill with a credit card. The person on the phone said she did not have a balance due and that I would have to contact [redacted] to pay my bill. I owed 25.00 to company. I want to complain about the way you handled my account. I rarely got any response from my website I paid dearly for. Now I am faced with the closure of my business because of your poor handling of my website. I have spent many hours with your service staff trying to get my website up and running. All and All I am not happy with the way my final bill was handled. It sucks big time.

Un-Happy Customer

###-###-#### [redacted]Desired Settlement: My final bill to 1&1 Internet was 25.00 of which I tried to pay by check but it was torn up. I would like 1&1 to refund the difference of their hasty actions to [redacted] of $29.17.

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 cannot trace any invoice or terms of agreement for using their service. They have continued billing my credit card without me knowing until I recieved a collections notice from their firm indicating my credit card has expired and I owe them money. I did not use their service nor did I sign up for any terms or contracts with them.Desired Settlement: I do not use this service so I don't understand why I have to pay for it. I archive all transactions and I cannot find anything indicating any authorization of month to month payments to this company. I want a full refund for all payments rendered and also would like collections noticed withdrawn and settled.

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.

Review: I have an account with 1and1.com and bought a few domains. During the purchase time their website says .99 cent domains all through checkout and login as a customer.

The final screen is entering your billing info, and that completes the transaction. At no times is any other charge other than .99 cents displayed as the price of the domain.

Then the next day I see they decided to charge me $14.99 for the domain and they did this on 3 domains on different days to me.

I was under the obvious impression that when you are choosing a domain and it displays .99 cents, and no where anywhere throughout any process of buying the domain is the "$14.99" price listed ... ANYWHERE... that the actual charge would .99 cents.

I was very wrong, and got very scammed.

Any current customer can prove this by going through the checkout process and just not submitting credit card info and you will see the charge of "14.99" is never displayed and the only charge you will see is the .99 throughout checkout.

see this [redacted] video for exactly what they are doing to scam people:

[redacted]Desired Settlement: refund me my money, an apology letter, and fix their website so they stop scamming other people by not listing what they are planning on charging their customers.

Business

Response:

Review: Last year My wife and I both purchased a domain each for a period of one year (Customer IDs: [redacted], and [redacted]) from 1&1.com and paid in full. Our credit card on file expired a few months ago but since we decided not to renew the domains this year, we did not provide a new credit card number to 1&1. I sent them an email telling that we do not want to renew the domain but they kept on insisting us contacting them even though there phone dept was open only 9-5 pm Monday through Friday, and there was always a long wait. I sent two more mails telling them to cancel the account. To our great dismay, after a couple of months we received notices from a collection agency to pay bills for services we *did not* avail! After spending an hour discussing with the agent of 1&1, who was rude and unappreciative, finally canceled the accounts but told that we still owed the money! This is extremely shocking that 1&1 is trying to force us to buy the domains against our wish, and if we did not, they even stooped to the level of calling in a collection agency! Why couldn't they just cancel the service in case they did not have payment for the next year! I believed 1&1 was a company with great ethics so this has been a great disappointment.Desired Settlement: 1&1 should immediately cancel all the charges against us and take the case back from the collection agency. They should also apologize for this forceful enrollment of the past customers.

Business

Response:

Dear [redacted],

We understand that your Customer ID's [redacted] and [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 these accounts are no longer needed.

In this, we are removing your accounts 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 these accounts and you will no longer be required to contact [redacted] or 1&1 regarding the accounts.

Finally, we wish to confirm that the accounts have 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 ordered a package of domains from 1and1.com. My order total was $30.98. They took $76.98 from my account. When I called they were unwilling to honor the package price that is advertised on their website. When I gave them my account information, it was for a payment of $30.98. How they can then take more than I agreed to pay is unbelievable. They basically stole money from my account. I asked for a refund and it has not been given. They are also holding on to the domains I need to purchase for my business and they have not released them. They agreed to refund and release on 10/17 and it is now 10/20.Desired Settlement: A full refund, a release of the domains I purchased and then cancelled so they can be purchased from another company, and I want them to not be allowed to lie and steal money from anyone else. This scam needs to be stopped.

Business

Response:

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

I sincerely apologize for any

inconvenience that has occurred with this canceled account.

In regard to the refund you have mentioned, the reason that

you have not received it at this time, is because you disputed the charge with

[redacted], while we were in the process of reversing the invoice, so that you

would be refunded in full. Essentially, the dispute stopped the refund that we

were in the process of issuing to you. At this time, we are letting go of the

dispute on our end, and you will receive the refund of $ 76.98 within 3-5

business days through [redacted].

Unfortunately, newly purchased domains cannot be transferred

from the company that they are registered with originally, to another provider until

after at least 60 days. This is not a 1&1 Internet policy, this is followed

and governed through the rules and regulations of ICANN, the over governing

power of all domains.

That being said, please allow me to explain the processes

and policies that ICANN has set in place in reference to the immediate cancellation

of domain names. Once a domain name has been completely canceled off of your

account, you have a 30 day window in which to reactivate it, should you decide

to keep it. This reactivation can only occur through the original registrar

(1&1 Internet). After this 30 day period, ICANN passes the canceled domain

off to an auction company called [redacted], to evaluate any potential

auctioning value they feel it may have. This process lasts 15 days, if it is

decided that money can be made from auctioning it off, it does not go back up

for public sale, if they do not want to auction it, then they put the domain

into a 30 day Redemption period. What this means, is that the original owner of

the said domain, can repurchase it with the prior company it was registered

with, over the course of the next 30 (sometimes 35) days. Only after this

process, if the original owner has not purchased it again, than the domain is

released once more for public sale.

As previously mentioned, this account has been canceled, however,

since domains are registered 1 year at a time, and they have not been set to an

“Immediate” cancellation, the domains are still in your name under this account

until they expire in October of 2015. In other words, at this time, if you were

to wait until they have hit the 60 day mark from when you registered them with

1&1 Internet, you would then be able to transfer them to another provider,

free of any restrictions associated with the ICANN rules and regulations.

However, if you were to set the domains to an “Immediate” cancellation, you

would have to wait even longer than the 60 day transfer of provider mark, to

order them through another company, and could risk losing them if ICANN decides

to auction any of those said domains.

There is no possible way for us or any other registrar to

override these ICANN processes and 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:

This doesn't address the scam on your website that says you can buy a package of domains for 29.99. That is what I ordered. My total was 31.98 and you guys charged me $76. I went to your website again to confirm this pricing for a very similar web address. This is a screen shot of the price.

Review: I was unable to log on to my webpage to cancel the service within 30 days. I was then billed 19.99 a month on a 12 month contract I never authorized. I have tried to cancel and they will not let me. I cannot use their site and it is not user friendly. It costs 19.99 a month and current contracts are 9.99 a month.Desired Settlement: I want the contract cancelled and a refund of monies paid for no service.

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 (12 month term) package as of 03/14/2013.

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 03/14/2013. The domain registration will not renew once it has reached the end of its current registration.

Invoice #[redacted] has also been canceled and the $59.97 credit 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

Review: Months ago I received a call from 1&1 internet telling me about an exchange account package that was available to try for free. I told the representative on the phone that I did not want to try this exchange account regardless of it's momentary free value. They told me I could cancel it anytime and I promptly forgot about it since I could not figure out how to navigate the site to cancel it. They've been billing me for months and until recently I was under the assumption it was for my website domain. My complaint is they are using unethical practices to get their customers onto contracts they don't want. I've been billed for a product I didn't want in the first place and told them I didn't want.Desired Settlement: I would ask for the money spent on this package to be refunded.

Business

Response:

Review: I paid for a trial run of a website and later cancelled it. I was told by their representative that the entire contract was cancelled and I would receive no more charges. The company instead automatically renewed by contract 12 months later and I have just received a debt collection notice. I had discontinued use of the email associated with the website at the time and therefore did not know of the renewal. No phone calls were received.Desired Settlement: I would like the charge removed and the debt collection cancelled. The amount being requested from me is $18.95, which is their original charge of $10.99 plus collection agency fees.

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