1&1 Internet, Inc

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 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 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: the company is advertising an exchange server 2013 product which when I contacted sales has not been rolled out. the sales rep informed me that I could get an exchange 2007 mailbox and it would be rolled up to the 2013 when it became available. as per the sales rep I gave them 24 hours to set up the account. this never happend. I notified tech support and they said they had no ETA on when my mailbox would be setup. I then called sales and spoke to another agent and asked them about the 2013 roll out. they told me there was no ETA on when it was coming out. At this point I asked to be transferred to cancellations. I canceled the contract out and the rep from there said my issue was going to be excalalted to management about the sales rep giving out mis information. a couple days later I got an invoice for $9.99 for a service that was never setup or used. I had to call billing yet again to get a revesral of this.Desired Settlement: I have dealt with this company in the past for web hosting. I know they have better standards than this. All I want is an apology for time that I wasted trying to get this setup. as per the sales rep I gave them 24 hours to set up the account. this never happend. I notified tech support and they said they had no ETA on when my mailbox would be setup.

Business

Response:

Dear [redacted]

Our apologies for any inconvenience or confusion caused.

Due to unforeseen technical difficulties, there is a delay in the configuration of the newest version of [redacted]. We assure you that our developers are working to resolve the issue as soon as possible, and expect that this service will be fully available in 1&1 Control Panels no later than April 22nd, 2013.

I understand that you have since canceled the account and received a full refund for Invoice #[redacted] ($9.99), the only charge generated. This will be returned to you within 7 - 10 days.

I have passed your feedback along in regards to this and do again apologize for the unforeseen difficulties and delay.

Thank you for patience and understanding here.

Sincerely,

Customer Care

1and1 Internet Inc.

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 serv with this provider I called to cancell the lady ask why I need to cancell I told her she then told my to try a differant program that was easier I ask her if the would effect my contract she said NO I could still cancell before June so I did now they are charging me for a 2nd year saying by trying it I agreed to 1 more year if not cancelled in 30 days not at all what I was told so I did not agreee to that. They refuse to fix the issue after 5 emails I have been told TUFFDesired Settlement: I want them to do as they said and cancell my contract as june. I cancell it like I was told by the sales rep. I did not agree to any new acount and threy know it ,,,

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 05/10/2013.

We will deactivate all package features on this date.

Invoices #[redacted] and #[redacted] have both been refunded back to you and the credits 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,

Customer Care

1and1 Internet Inc.

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: I received an unsolicited call from 1&1 Internet Inc. I thought that I was signing up for a trial period with this company to help build an Internet website. As it turns out, I have never used any part of this service, not one megabyte of it. I called to cancel this service when my credit card was being charged $29.95 per month since June 2013. I called in September to inquire about the continuing charges. 1 & 1 Internet Inc. refused to credit back my card claiming that I verbally agreed to a 1 year contract. I do not remember that I was agreeing to a 1 year, non refundable commitment. Again, I have not ever used any part of their product or service. I have requested to 1&1 that they stop charging my credit card and refund all charges. They refuse. They also will not allow me to speak to a supervisor. The employee that spoke to me insisted that she forward my complaint to her supervisor. I will consider this claim resolved when I receive a full refund of past charges and no more charges are assessed to my card.Desired Settlement: I would like a refund of the charges to my account from June 2013-December 2013 at $29.95 per month for a total of $209.65 and any other future charges until this matter is settled.

Business

Response:

Review: This company is sending my mother (senior citizen) notices of outstanding balance for internet service. Be advised that my mother DOES NOT OWN A COMPUTER and if she did, she would not be getting services from a company in the state of Pennsylvania!!!!! We have made calls to this company regarding this situation, which they claim is identity fraud, however they refuse to provide the information regarding the opening of this so called account.Desired Settlement: Stop sending their bogus bills immediately !!!

Business

Response:

Dear [redacted],

We are more than happy to look into this matter for you, however, there was not

enough information provided for us to properly research and assist you. In

regard to the problem that you have brought to the attention of the Revdex.com, please

send the account number or name that is listed as the account holder in reply.

Once we have received that info, we can find the account in question, and this

unfortunate situation can be resolved.

We apologize for any inconvenience that has been caused

here.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Business

Response:

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

I sincerely apologize for any

inconvenience associated with the billing attempts and cancellation of this supposed,

and seemingly fraudulent account.

In regard to this particular matter, we are wiping clean the

outstanding balance of $14.99.

No more money will be owed on this account, and you will no

longer be held responsible for any future payments, as the immediate

cancellation of this account has also been processed.

Once more, we apologize for any inconvenience that has been

caused here.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], however, [redacted] is way off base on his wording. How dare him insinuate that my mother opened this account!

Review: I am being billed for a product I never ordered and have asked for evidence that I ordered the product and the company has not provided me with this.Desired Settlement: Refund any monies I have paid for the product.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

The SEO Spotlight is an upgrade from our SimpleSEO Service which is no longer being offered. If you had the SimpleSEO Service at the time of the upgrade being completed in August of 2012, it was automatically transferred over. An e-mail was sent to you in regards to this in May of 2012 and you automatically received a prorated refund reflecting the difference in pricing after the switch was officially completed on Invoice #[redacted], dated Aug 31, 2012 for $-14.99. Any minus on front of an amount signifies a credit.

Now understanding that you are no longer interested in maintaining the service, we can help you cancel it. Additionally, we can refund the related charges on Invoices #[redacted] and #[redacted]. The two $29.97 credits 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. In the future, if you would like to cancel any aspect of your account, you can visit our on-line cancellation site ([redacted] or call into our Cancellation Department at [redacted].

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

Sincerely,

Review: A telemarketer from 1 and 1 made promises that were incorrect. I signed up to have this company host my domain of two buisness of mine. I designed a web site that took over 20 hours to do, and it was deleted. I have to redisign it. After a week of work (20 plus hours) it was also deleted. I spent countless hours on hold every night for a month trying to resolve these problems. I spend over one month trying to work our the problems personally as well. I was over charged and then credited, craged and credited repeatedly.

Finally, when it was time to publish my site, it was impossible. I was give so many differnt steps. Everyone I spoke with, gave a differnt story.

This is my busy season, and I still dont have my web site up and my other one had to come down inorder for this one to be published. I have lost out on so much business it is crazy. I have spend well over a 100 hours dealing with this company and I have nothing to show. They promised my they would design my other web site. That has not happend yet.Desired Settlement: I would like my first year free for both of my web sites and upgrades at the lower rate. I would also like them to redo both my websites as I can not put on more second into this company. Plus compensation for lost buisness.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

The MyWebsite Package is a Do It Yourself Template - This is how it is advertised and listed on our website. In the event that you would like assistance with setting up your site, we have a Site Design Team that has actually attempted to contact you twice now - Once via e-mail on Mar 22, 2013 2:49 PM from address [redacted] and also via telephone on or around Mar 22, 2013 2:35 PM - They received the answering machine, there was no answer. If you would like assistance with the process, this team is the only one granted permission to make the changes on your behalf. I will copy the e-mail sent from the team below in the event that you would like to get in touch with them for assistance. Our Support Departments would only be able to walk you through the processes, allowing you to make the changes on your own.

While you decide how you would like to proceed, please accept three free months of service towards Contract [redacted] under Account [redacted]. This would prevent the next Basic Fee hosting charge by three months.

I hope this proves helpful, and thank you for your patience throughout these processes.

Sincerely,

Customer Care

1and1 Internet Inc.

--

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

This is [redacted] from the 1&1 Site Set Up Team; I was just unable to reach you, but I would like to offer our services in reconstructing your site. Please find our contact info below, and please do not hesitate to request any design changes you wish.

If you have any additional content (such as word documents, PDF files, or images) that you would like to send to the Site Setup team for incorporation into your site, please send them to [redacted]. If possible, could you please send us content in a single email, as it makes it easier for us to keep track of our customer's content that way? We ask that you only send multiple emails if your content is over the 100MB attachment size limit. Please include your customer ID number in any emails you send us.

In addition, here is the number for our Support Team; they are available 24 hours a day, 7 days a week, to help you with any other questions you may have.

24/7 Support number: [redacted]

Thanks again for being a 1&1 customer, and I hope you are enjoying your site!

Sincerely,

Site Set-Up Team

1&1 Internet Inc.

Review: Talked to [redacted]) today April 1st around 9:30am regarding a bill I have received stating that I owed $29.95. I explained I had called several times cancelling this website and have sent out an email in the past to cancelation and have been advised that this issue would be taken care of. I also explained that in January I had called back with my bank ([redacted]) and placed a fraud alert on your activity due to payments still coming out after it had been canceled. Once again we talked to the billing department and were advised that there would be no further payments coming out and that they would send an e-mail to complaints on my behalf (rep was really polite knowing that a bank manager was on the line with me). Today While I was talking to [redacted] she stated that according to your records there has only been two notations placed about my account, one was the call I placed on Dec 3rd, and another call in January where I was transferred to the billing department, but no notations from Billings or any calls before Dec 3rd. I asked to be transferred to billings again and talked to [redacted] and stated that she works for 1 and 1, but I would have to be transferred again to a department that handles strictly websites. [redacted] then transferred me to [redacted] around 9:45am. I explained to [redacted] the situation and after he asked me a few questions to verify who I was, was happy to talk to me until I mentioned that I went several months with no website even though I was still paying for it which is why I decided to cancel the service in the first place. I explained that a debit card expired and I had a late payment to my website, and I needed him to verify when my debit card was updated due to that being the time my website had no longer been active. The payment after that was taken out automatically and I paced several calls to reactivate my account with no luck. Unfortunately [redacted] even though he had verified who I was with several questions would not answer any questions about my billings issues so I don't have does dates stated on here. I am getting ready to purchase a house and can’t afford anything hitting my credit. I refuse to pay any further payments to your company especially when you could not uphold your side of the contract and keep my website up even though the account was current and I had placed several calls to reactivate it. I would hate to escalate this any further especially because when your services where working you had a great layout and I truly enjoyed it. I hope who ever reads this takes it as constructive criticism and work out these issues for your customers in the future. I have seen a lot of companies restructure and that might be what you need. Also not being able to talk directly to "Complaints" is a big inconvenience. I hope to receive a reply this time and have added my Customer ID to simplify the process.Desired Settlement: I want to be released from their "contract" and a refund for every month without their services.

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 $9.99 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 $9.99 rate which is billed at 3-month intervals.

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

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

As such, we have since removed you from your 1-year contractual obligation. We have set the contract to cancel with an immediate effect. In this, you will not be billed or invoiced for this service in the future. In addition, we are refunding the latest two invoices on file. One credit will clear the outstanding balance of $29.97 and the other will post back to the payment method on file within 7 - 10 days. Combined, this covers six free months of service, in addition to the 30-day free trial that took place at the very beginning of the sign up.

We apologize for any confusion caused throughout this process.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Review: An aggressive SEO consultant ordered a website setup in my name with 1 and 1 Internet. They never spoke with me neither was I privvy to the password until a few days ago to the related email account. I did not contract any services with this company. Yet the BILLED me and then turned it over to collections. They have now offered to cancel when I pay the collection agency all charges thru to date.Desired Settlement: Cancel the contract; I did not authorize it. Settle all charges with the collection agency.

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 nor collection agency [redacted] 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 cancelled my contract with 1 and 1 Internet on May 21, 2013. If I had continued the contract I would have been billed 14.97. But since I cancelled I was told I would not be billed any further. I became knowledgeable about 1and1 from my professor who required us to use this service in our internet web construction class. After the class ended, I cancelled my contract with 1and 1. After the cancellation I was billed anyway despite promises not to by 1and 1. They billed my Paypal account. When I found out they billed my Paypal account, I disputed the transaction upon which Paypal contacted 1and1 for their position on my dispute of their billing my Paypal account. After several days 1and1 responded to Paypal and credited me back the money they had took. I thought the case was closed. Yesterday I recieved emails from 1and1 demanding payments again. I want this stopped. I was told when I cancelled my account. No more payments would be billed or requested from me yet they continue to harass me. I want it stopped. I have never had a company with such horrible business ethics. They are now threatening to send my file to collection over 14.97. Something must be done about this company and their horrible business practices. They have admitted their mistakes in billing three times yet they will not cease from demanding additional payment.sDesired Settlement: I would like an apology and for them to stop their threats of collection, admit their mistakes and then never contact me again.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

Your account was successfully canceled as of May 21, 2013 and [redacted] in our Retention Department refunded Invoice #[redacted] for you. The service was renewed on May 20, 2013, which is why you were originally invoiced. After we issued the credit, you filed a dispute with PayPal who then re-deducted the amount from us. As such, you have received two credits of $1497 - One through 1&1 and one through PayPal. Because the money was taken from us twice, the amount is currently outstanding and required payment. In the hopes of assisting and closing the matter out in full, we will simply wipe the outstanding amount owed, essentially giving you two refunds for one charge. There is no further action required on your end nor payment owed to us. For your reference, this is outlined under Case ID [redacted]. Thank you.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I never renewed with 1and1 on May 20 or ever. I cancelled and never wanted to renew with them. I was charged 14.97 from 1and 1 on my Paypal and account. When I discovered this shady tatic, I disputed it and 1and1 refunded me the 14.97 because they were wrong. I want nothing to do with 1and1. I do not owe them anymore money. I will never give them my credit card information to charge my account without my permission as they did with my paypal. I want them to go and never contact me again. I will tell everyone I know about their unethical business practices.

Regards,

Review: email 1 and 1 billing department lead ([redacted]) February 7, 2013 to cancel my service.

1 and 1 email me that I have to log into my account to cancel it.

Follow their instruction immediately to do the cancellation.

1 and 1 charged me $29.97 in April 2013 ( I did not notice the charges until July 8, 2013)

1 and 1 charged me another $29.97 July 8, 2013.

I called 1 and 1 billing department July 8. 1 and 1 refund me the July charges and refuse to refund the April charges.Desired Settlement: Refund the April charges $29.97

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

When e-mailing in back in February 2013, you essentially asked how to downgrade the hosting on your package and directions for completing this were provided. That only canceled the hosting on your account, no additional features that were added, like domain names, [redacted], etc.

Now understanding that you were attempting to remove all services but the domain, we have issued an additional refund of Invoice #[redacted] for you. You've been refunded both Invoice #[redacted] and #[redacted] and the credits will post back to the payment method on file within 7 - 10 days.

The account has since been closed in full and there will be no further invoicing here. Sorry again for any confusion caused by this, and thank you for your patience throughout the process.

Sincerely,

Customer Care

1and1 Internet Inc.

Review: 1&1 has repeatedly sent me bills and now has turned over this account to [redacted]. I have called [redacted] to have the account placed in dispute status and, after just calling 1&1's customer service department, I've been instructed to email them at [email protected], which I have done. . I am not paying this bill for the following reasons:

* Nearly a year ago now, on all four separate occasions when1and1 site was experiencing technical difficulties!

* After the last of those messages, I decided to cancel the service but, again, I received messages that the site was experienceing technical difficulties and, when I tried to reach 1and1 by phone on two separate occasions, I was put on hold for over ten minutes--in fact, the latter was the case again today!Desired Settlement: 1&1 to adjust bill so that I do not owe them and to withdraw my account from [redacted]--I do not want this is dispute to hurt my credit.

Business

Response:

Dear [redacted],

Our apologies for any inconvenience or confusion caused here.

Account [redacted] was canceled on Jul 12, 2013 and renewed prior to that on Apr 30, 2013. The invoice then remained outstanding for 60+ days and was passed to collection agency [redacted].

As mentioned by our Complaints Department in Case ID [redacted], we have submitted a request to have the account removed from collections and the outstanding balance wiped in full. As such, there is no further action required on your end.

I hope that proves helpful, and again apologize for any inconvenience caused throughout the process.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: 1&1 disconnected our web site and emails after claiming payment was not received, even after receiving payment, will not turn our website and email back on for 5 days, and 10 days if we move to another company.Desired Settlement: Turn the websites and email back on, they can put us out of business shutting off our email for 5 days

Business

Response:

Dear [redacted],

Our apologies for any inconvenience or confusion caused here.

Please note that the account was passed to collection agency [redacted] after the balance had remained outstanding for 60+ days. Prior to this taking place, we had sent failed payment notifications to the e-mail address on file. These notices were sent on May 13, 2013, May 28, 2013, June 11, 2013, June 19, 2013, June 24, 2013, July 11, 2013, July 25, 2013. Additionally, the account was locked in the hopes of grasping your attention. The e-mail address on file is [redacted] and if this is linked directly to your account, it would become inaccessible when a financial lock is added. We advise that customers have an e-mail address not directly linked for this and other outage related reasons - Like a [redacted], etc. If the contact e-mail address needs to be updated, this can be accomplished by logging into the 1&1 Control Panel and clicking the "Address" link.

The account has since been unlocked and you should have full access to it again. Since the collection agency and 1&1 operate on two separate systems, it can take 2 - 4 days for payment to be cleared on our end. It is much more efficient to resolve an invoice with us prior to it generating.

As a courtesy now, we are going to refund the $18.95 late fee that was incurred and 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 this process.

Sincerely,

Customer Care

1&1 Internet Inc.

www.1and1.com

Review: Our credit card which had an automated debit from 1&1 Internet Inc. had expired. The company tried to charge the card and found that it was denied. We forgot about the automated debit on that card. 1&1 Internet Inc. sent us a bill stating our account was past due. We immediately mailed them a check for the past due payment and also cancelled our account with 1&1 Internet Inc. since we no longer used that service from them. 1&1 Internet Inc. then sent us a second notice telling us they turned us over to a collections agency. I looked up that check number and noticed they never cashed the check that I had sent over 4 weeks prior. We immediately paid the collections agency the amount and now our credit rating is bad. We just received an email from 1&1 Internet Inc. almost 4 weeks later telling us they do not accept checks for payment only credit cards and that is why they didn't cash our check. If they would have cashed the check or just called us when they received the check, we would not have had our account turned over to a collections agency. This is terrible customer service especially since our payment was on time.Desired Settlement: This is for future customer awareness but we also want our credit not damaged due to this situation being turner over to a collections agency unnecessarily.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

Your account, [redacted], was passed to collection agency [redacted] after payment had been outstanding for 60+ days, since April 2013. Unfortunately, we do not accept nor issue payments in the form of a check and that is outlined for our customers here: [redacted], as well as within our Terms & Conditions: [redacted]

The account was passed to collection agency [redacted] on July 2, 2013 and payment was cleared on July 18, 2013. Because this fell within the first 30-days, there will be no negative affecting on your credit score/history.

The account was canceled on May 31, 2013 and nothing further will generate in reference. As a courtesy, I will refund the latest two invoices on file and the $18.95 late fee incurred. The three credits will post back to a valid payment method within 7 - 10 days. As mentioned above, we do not accept nor issue checks, so a valid payment method would have to be on file in order to receive the funds. Our Billing Department can assist you with this via [redacted]. The charges were generated prior to the cancellation taking place and are technically valid, however we will extend you the requested courtesy. With the account canceled back in May, we can assure you that nothing further would generate and only a credit would be applied towards the method.

For your reference, all of the above is outlined under Case ID [redacted]. I hope this proves helpful and thank you for your patience throughout the process.

Sincerely,

Customer Care

1&1 Internet Inc.

www.1and1.com

Review: We have never heard of this company. They used the services of a collection agency to send us threatening collection letters. In addition, having been discharged from a bankruptcy, their method , even if it were legitimate, would be illegal.Desired Settlement: Stop contacting and threatening.

Business

Response:

Dear [redacted] and [redacted],

Our apologies for any confusion caused here.

According to our records, an account was set up on June 14, 2012 with domain [redacted] under it. E-mail address [redacted] is the one on file. The first invoice was paid for and when the domain was automatically renewed one year later on June 14, 2013, that invoice remained outstanding to the point of passing to collection agency NCO.

Now understanding that you are not interested in maintaining the service and may have forgotten it even existed, we will cancel the account and wipe the outstanding balance of $29.94. As such, there is no further action required on your end and for your reference, this is outlined under Case ID [redacted].

I hope that proves helpful. Thank you for reaching out.

Sincerely,

Customer Care

1&1 Internet Inc.

www.1and1.com

Review: 1&1 Internet Company sells domain name registrations online. I submitted my domain name, which was accepted, for a two year period for ~ $19.00. I saved a copy of the receipt on my computer. When I tried to log in with my domain name, it proceeded to a page that required me to submit a 4 digit number, of which was not on my receipt in it's original form. I sent the company multiple e-mails (a minimal of 12) to request access to my account, and not a single one was ever answered. I returned to the receipt for further guidance, and it had morphed into a 20 page bundle of nonsense: Numbers, letters, punctuation, etc. in no particular order, totally useless. Since 1&1 would not cooperate, I tried to get a refund through [redacted]. They ruled against me without asking any details of the problems I was experiencing. To top off this nightmare, I discovered I had been blacklisted throughout the internet by 1&1. I investigated exactly what this entails & learned that it is meant to scare off potential visitors to my website because my website had been hacked and it was a dangerous place to visit. This can only be meant to damage my future internet sales as I have no active website. Luckily I discovered 1&1's machinations early on as I was going to go through them to build my website. Due their complete lack of customer service, I have lost my domain name (the name of my company) for the next two years. Subsequently I had to change the name of my business including replacing hundreds of dollars of letterhead, business cards, etc. All emails sent to 1&1 were professional void of a single insult aimed at them. I simply wanted my domain name set free & the blacklisting removed. The damages I've incurred due to dealing with this company are severe. I have absolutely no idea why I've been treated with disdain by this company from day one. I admit I did not research their reputation, something I will require on all future online transactions & encourage everyone to practice to avoid unnecessary business headache.Desired Settlement: A refund would be great, but I am not expecting one from this company. Removing the unwarranted blacklisting & returning my domain name to me will satisfy me. Finally, a promise of no more interference in my personal & online sales activities is the ultimate demand. I would like this in writing, as I do not believe they will comply without the threat of legal action.

Business

Response:

Review: Ok, so for weeks I've been requesting the 3 domains I have/had hosted here to be transferred to my dreamhost account. I called in and they said all I have to do is set it to unlocked and then send the request from the other host and I'd be good and get an email. They failed to tell me that when there is a private registration it would go to the private email, which should have then been forwarded. However I never received any of those emails. So I called in AGAIN and they told me I should have gotten the emails, but I can set it to public and use my personal email there. So now everyone can see my info and again, I never got an email.... So I contact the other hosting company and said, are you sending my emails??? So while searching around to see why the [redacted] these things weren't transferring, I stumbled upon the info button that had some... which has the [redacted] codes in it.... and this took so [redacted] long, I got charged by 1and1 for hosting again... Reverse the recent charges issued today and refund for the last few months for wasting my wasting time. I'm forwarding this message to the Revdex.com as well. Thanks for [redacted] me off, have a nice day :)Desired Settlement: Complete refund of most recent charges (general hosting charges and charges for website registration) as well as a refund for at least 1 month for dragging out the transfer and closure process.

Business

Response:

Review: I had been a 1and1 customer for 3 years, I used their hosting mainly for uploading sample websites to show to potential customers. I purchased a number of domain names from 1and1. About 2 years ago I received 2 unauthorized charges to my account, I contacted customer support, they transferred my to 4 different departments and NOBODY helped me solve this problem. I let it go. Several months later I had 2 more unauthorized transactions this time more that $60 so I called in again. After playing phone tag for about an hour, I got screamed at by some it from security department claiming my system is compromised. My systems are extremely secure but I went ahead and reset my password wifi password and reset my 1and1 account password on a brand new computer thinking this guy might be right. 1 month later, another unauthorized charge. I called support, when they said they were going to transfer me, I did not wait because I don't have time to sit and listen to a bunch of monkeys Insulting me and my system. I asked if they log IP addresses for purchases and they said they don't. I can however guarantee that if they checked it out, they would find its either someone within the company or their servers are compromised. They started sending me threats that this was going to go to collection and I ignored because I was sick of the process. They owe me ~$80 but it's not the money issue here, I feel as if their compromised and have no one to blame but the customer.

P.S they shut down my account with all my purchased domains on it. Yes I paid for those seperatly.

Business

Response: