1&1 Internet, Inc

Review: 1and1.com internet webhosting seems to be inferior in the provision of their product. It seems to have constant issues loading anymore or being a timely product. There are many times currently when I have tried to access features on given days and they are not working properly. I have been blamed at times that it was my internet service provider or computer that was the problem when it was not. I have also talked to tech people and they claim that things are working fine on their end, which when they check, they find is not the case. I need the service. I do not want to switch because it is costly to do so. Even when they do maintenance, they do not do it with warning and they do not do it in a timely manner. I went with 1and1 because it was cheaper than other services and for awhile, the quality seemed better. Now, I question their quality and integrity. I have sought legal advice, my lawyer has advised me to file through here before seeking a lawsuit.Desired Settlement: I want a refund for the last month on my products. I want to continue the service if they can promise in writing that they will notify when maintenance is being done and that outside of maintenance, their products are fully accessible without interruption on a 24/7 basis. I use their products to do business and it does not help when their products fail.

Business

Response:

Review: 1&1 internet is trying to bill in (in 2014) for services I haven't used since 2007. I received a letter from a collection agency for charges in 2014 but have not used their services at all in 7 years (when I used it I obviously paid all the bills on time). I have been using [redacted] for all my server hosting needs. The charge isn't for a large amount but it's ridiculous that they are trying to extract money in such a way.Desired Settlement: Cancel the charge and don't try to pull things like this for anyone else

Business

Response:

Review: I purchased a site and a domain form 1and1 over 3 years ago in witch I conduct all of my businesses. I have over 17 employees using this service, and we are constantly sending and receiving emails. On November 10th 2014, around 1 pm, one of my employees informed me that she could not received any emails. When I checked, they accidently transfer my domain to a different account. I called them and, instead of correcting thy error, they put all their focus on trying to tell me what had happen. I spent 3 plus hours in the phone with them telling me what happened, and hanged up the phone on me 4 times, and this is not the first time they have done that either. There are by far the worse company that I have ever had to do business with.

I currently have a website with 1and1 for the past 3 years. Last week, I called them and purchased a new site which they supposed to built for me. After the site was completed, they were supposed to send it to me to verify, and if everything was OK, I would approve it and they would launch it for. In any case, they were not supposed to touch my current site. However, at midnight on November 9th 2014, without my knowledge, they forwarded my domain from my current site to the new site they created that looks like something a 4 years kid has been playing with while in a bad mood. Because of that my entire files were gone, and I was not able to send or receive email for over 36 hours. My entire office was shutdown in one of the busiest days which is a Monday. I called them numerous times, and they did not show much concern, and it is now Tuesday and I still cannot function. When you call them, no body listing and they tell you whatever, regardless of the consequences. They just do not care at all. This is the very worse company to deal with at any level.Desired Settlement: A Letter.

Business

Response:

A truly disingenuous and frustrating company when trying to end or cancel your contract. They deliberately attempt to extend the time period through contact games to get to the next billing cycle and I am unable to speak with a human being.

Review: First off, I'd like to complain about how rude their customer service department is. The women I spoke with, by the name of [redacted] was rude, unsatisfactory, and very aggressive to me.

Secondly, I was transferred 3 times to 3 different customer reps. I've requested to speak to a supervisor several times and no one would let me speak to one.

Thirdly, a customer rep told me that the supervisor didn't want to get on the phone because there was nothing [redacted] could do about my concern.

Lastly, the reason for my call was that I was charged for a whole year again for my domains when I cancelled all of them in January 2013.

I purchased domains in March 2012 and cancelled it in January 2013. They re-billed me again for the New Year of 2013 for $50.55. I called and was treated poorly.Desired Settlement: I would like to receive a refund of $50.55 which was initially the nature of my call.

Business

Response:

Dear [redacted],

I would like to start off by first apologizing for the customer service experience that you have described. I can assure you that what you have described is not tolerated nor encouraged here at 1and1 and I will be passing your concerns along to our Quality Assurance Department for further review. This department reviews both call and e-mail exchanges between customer and staff and applies any additional training/discipline that they deem necessary.

In looking into your account, I see that cancellation of domains was created on Jan 24, 2013 and set to "soft expire". The date selected at that time was Apr 24, 2013 and the domains were renewed in between the two dates in March 2013. Now understanding that you were not interested in maintaining/renewing the domains and the wrong cancellation selection may have accidentally been marked upon creating cancellation, we can refund both Invoices #[redacted] and #[redacted] for you. Please allow 7 - 10 days for the funds to be returned to you.

I hope this proves helpful and thank you for both your feedback and patience here.

Sincerely,

Customer Care

1and1 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.

I will wait for my refund within the next week. If I

have not received it I will follow up accordingly.

Review: I have a contract with 1and1.com (Customer # [redacted], Account [redacted]). This account is paid through December 18. I contacted 1and1 customer support on November 1 and informed them I would not be renewing my account on December 18. I clearly stated I wanted to continue using it until then because I needed to back up some files. The customer service rep agreed. A couple weeks later I went to back up my files and discovered I could not get into my account nor was my web site working at all. I contacted 1and1 customer support on November 17 and they said "The reason why you cannot connect to your FTP account using your domain, because when your account was canceled". I asked why this happened and explained the above request. I also requested my account be restored because my contract was still in force and paid for. 1and1 replied "Please be informed that your contract is in termination process.". Again I asked them to restore the account through the contract date and I also asked them to extend the contract for the 2 weeks I lost for them closing my account when it was already paid for. I got no reply. I emailed them again a few days later and and asked for the account to be restored or a refund. I told them if they did not resolve my request, I would contact the Revdex.com. After several days, still no reply. So I am contacting you.Desired Settlement: As I requested originally from 1and1, I need my web site account restored so I can back up my files and I request the contract be extended from 12/18 to the number of days it has been down since 11/1. If they refuse to do this, I request a full refund of the contract price ($25) plus $500 in damages for deleting all of my files while my contract is in force. I had a lot of valuable information on my web site and trusted 1and1 to take care of it.

Business

Response:

Review: I purchased 1&1.com internet web hosting and found after I tried to use them that they do not have the products that I needed for my business. I emailed and requested cancellation as well as requested cancellation via phone. This was approximately a year to a year and a half ago. I thought that all was taken care of and am now receiving invoices from them stating that they are going to turn my account over to collections should I not pay $119.88. They invoiced me via email as well requesting I update my credit card online as it is expired. I do not and have not wanted this service from the first time I tried to use it and finding out that it did not have a catagory for the business I own and therefore is useless to me. I responded to the emails stating that I wanted this cancelled. That I had informed me long ago to cancel my account and that I wanted it cancelled back to the date of original cancellation request. They replied that they cannot cancel by email. I called in today after receiving a second notice of past due account. I was told there was no record of me calling in previously and that the only thing that could be done was to have it cancelled today at a prorated amount. They were no even willing to go back to the cancellation request via email date.Desired Settlement: I want them to cancel the account in full, quit threatening to turn me over to collections, and quit contacting me.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

I have reviewed the account and see that you originally requested cancellation via e-mail on Feb 1, 2012 2:57 PM. For protective security reasons, we do not accept cancellation requests via e-mail and always direct customers to our on-line cancellation site ([redacted]) or to call into our Cancellation Department ([redacted]). This was explained to you in reply by one of the agents in our Cancellation Department - He sent an e-mail indicating this on Feb 9, 2012 10:10 AM.

Beyond that, we did not hear from you again for another year, via e-mail again on Feb 28, 2013 4:08 PM. It was explained in reply on Mar 1, 2013 12:07:16 AM that there had been no attempts of cancellation via our on-line site, nor had our Cancellation Department heard from you via telephone. We cannot simply cancel via an e-mail request, as it would allow for hackers or compromising parties with access to the e-mail on file way too much access to an account that does not belong to them. These protocols are in place to protect the account holder, and 1and1 legally.

Since then, your account has been set to cancel as of today, March 14, 2013. It was renewed prior to that on January 31, 2013. As a courtesy, I will cancel the $119.88 invoice for you. 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

Review: I have experienced multiple issues with this company. First, I made a small mistake on billing by not remembering to update credit card information and they apparently attempted to contact me to resolve it (Even though they had my number, all they did was send me mail that looked like their usual spam), and instead of simply cancelling my service, they renewed it and sent a collections agency after me. Apparently that is their policy, but it's silly. This however is not the only issue.

After being put off by their billing practices, I decided to switch to a new registrar for my domain name. I did everything as requested and was told it would not take very long. I called the next day and they told me the transfer was underway, and that there was nothing I could do. I called the next day (two days later), and they told me that I needed to give additional permission for the transfer to be escalated (???) and that it would take another day to complete. The next day I called again, and they said it would completed within the day. One more day passed and I called again, and they told me now that it would be a FULL TWO DAYS later. This is where I am now, and there is simply nothing I can do. I spoke with a supervisor who told me that their system is configured to take as long as possible under ICANN regulations for outgoing transfers. (My original transfer TO them took a single day)

Throughout this whole time I spoke with many people who were both rude and lacked knowledge on the matter. I have no faith that it'll be resolved when they say it will, because all of the previous estimates have been false. I have no faith in their company, and barring any real affirmative action on their part, will not be doing business with them again as soon as this transfer is complete, whenever that may be.Desired Settlement: It's very late in my case, and I will no longer be able to make up for the losses I have experienced. I would like to hear that they make a change to the way outgoing transfers work, and stop resorting to collections agencies when people make billing errors. I know that they DID make an attempt to contact me, but it was not a significant one, and it would've been much more effective to simply cancel my service, as that would've put up all the red flags I needed. Payment would not have been an issue, as it was fairly cheap and I have the means. Unless ALL of these practices are changed, I would not consider this matter to be resolved.

Business

Response:

Dear [redacted]

Our apologies for any confusion caused here.

Unfortunately, your account was terminated due to excessive nonpayment which is a breach of contract. The balance on your account had remained unpaid since Apr 7, 2012. We sent failed payment notifications to the e-mail address on file and locked the account in the hopes of grasping your attention. As an internet company, e-mail is our preferred method of contact. Additionally, collection agency [redacted] was calling the telephone number that we have on file, and if you would've tried to access domain [redacted] from the end of April 2012 moving on, you would've also noticed the financial lock in place.

In checking om domain [redacted] it is set to officially release to [redacted] on March 16, 2013, which is five days beyond the date initiated - March 11, 2013. This is standard practice and an explanation of it can be found here: [redacted]

I can certainly pass your concerns and feedback along in regards to the transferring process and our billing protocols. We always welcome and appreciate customers engaging us with feedback on any of their experiences.

I do again apologize for any inconvenience or confusion caused here, and thank you for reaching out to us.

Thank you.

Sincerely,

Customer Care

1and1 Internet Inc.

Review: On March 5, 2013, I initiated a transfer of domain name from 1&1 to [redacted]. I received an authorization code on March 5, 2013. At that time, 1&1 locked my account & I was unable to retrieve my email. However, the transfer did not go thru. My new domain host, [redacted], indicated that 1&1 was not responding to the transfer request. I called several times to no avail. I initiated several emails requesting the transfer be made. 1&1 responded with requests for identification, because I gave them an alternate email, since I could not receive email at my address d[redacted]. This is my business email & I have been shut out of my account for almost a month. I called 1&1 again today: I was transferred three times, all to offshore locations. The "technical support" was nonexistent! Dealing with this company has been an exercise in frustration as well as extremely costly. I am a real estate agent & my business email is how I communicate with my clients. Imagine being unable to retrieve client inquiries, leads, etc. I have lost time & untold revenue.Desired Settlement: I want a written apology as well as a written assurance that my account has been cancelled & transferred to my desired domain host, [redacted]. I want reimbursement for fees paid thru Nov 2013.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

I have consulted with the head of our Transfers Department for you and she has confirmed the following: The transfer of domain [redacted] was started March 05, 2013 and stopped for lock, domain was then unlocked. The transfer was restarted on March 26, 2013 and we acked it on March 31, 2013. The domain is no longer with us, the process took 5 days as it should.

[redacted]. is the registrar that requested the domain from us both times. [redacted] may be a re-seller for [redacted], though that's not information that we have access to and you may wish to reconfirm with the company that now has your domain. I can provide its Whois information below:

Domain Name: [redacted]

Registrar: [redacted]

Whois Server: [redacted]

Referral URL: [redacted]

Name Server: [redacted]

Name Server: [redacted]

Status: clientTransferProhibited

Updated Date: 01-apr-2013

Creation Date: 15-nov-2005

Expiration Date: 15-nov-2014

The domain was successfully transferred away from 1and1 and to the company that requested the transfer. Your account with 1and1 was also successfully canceled on March 05, 2013 and you have not received an invoice since #[redacted] dated Jul 5, 2012. With the account now canceled, there will be no additional invoicing on our end here. We would again suggest reaching out to [redacted]. for clarity on the domain residing with them now. It is no longer registered with 1and1, so our abilities to assist in regards to it would be limited.

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

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: 1&1 Internet Inc. sales contacted my by phone earlier this year trying to sell additional services to my account. I instructed the sales person that I was not interested and that I did not want or would not use the service. I even told her not to charge anything to my credit card account that was not part of my existing contract. After thirty days a charge for $59.97 appeared on my credit card statement. I disputed the charge and 1&1 Internet Inc. issued a credit. About a month later I was notified that my email service was being locked because I had filed a dispute. I was provided a form that I had to fill out stating that the dispute was not valid and then they would unlock the email account. I did this and they re-billed the original charge. I contacted them about removing this second charge and after numerous email exchanges and phone calls they said I had to contact the credit card company to get it corrected. I called the credit card company and they removed the charge and said everything would be ok. I asked if this would cause 1&1 Internet Inc. to lock my email account again and they responded that it would not. Today I got the email from 1&1 Internet Inc. that my email account was being locked because of the disputed amount. I contacted 1&1 Internet Inc. billing and was told that I had to send the charge back authorization form to them again. That I had to fax it and could not email it. Since I do not have access to a fax this causes additional hardship on my, the customer, to fix their mistake. They are unwilling to correct the problem they caused and have created hours of work and frustration for me. All I want is to be able to use my email account that is part of my internet domain that I purchase from them. Their customer service is horrendous and no-one in their billing and customer service seems to be able to fix it. I am paying for my domain name and the email service and they have locked me out of it because of a problem they created. I am being denied something that I have paid for.Desired Settlement: Provide the service that I am paying for and unlock my email service.

Business

Response:

Dear [redacted],

Our apologies for any inconvenience or confusion caused here. I can confirm that the account was unlocked on May 29, 2013 after we received the chargeback form - Thank you for sending this in. With the lock removed, you should be able to access the account without issue again. Contract [redacted] - The MyBusiness Site Plus Package was canceled and its only invoice was refunded. In light of any confusion caused throughout this process, I have also issued two free months of service towards the contract that still remains active - [redacted] - The Beginner Package Linux. This will delay its next Basic Fee hosting charge for it by two months.

If any concerns remain or issues arise in the future, please feel free to contact my work address which I always have access to - [redacted]. Chargebacks cause account lockings that we cannot remove until a form is filled out sent in. We would rather resolve matters prior to them escalating to that point and are happy to help however possible. I am a supervisor within the Complaints Department and would be happy to be of assistance if ever needed.

Thanks for your patience and cooperation throughout this process.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: They keep claiming I owe money for a domain that was never renewed. I cancelled the domain, yet they still say I owe money and are threatening me with collection action.Desired Settlement: To cancel invoice #[redacted] and to confirm that there is no balance due.

Business

Response:

Dear [redacted],

Sorry for any confusion caused here.

In looking into the account, I see that it was canceled on June 10, 2013 and the domain was renewed prior to that on May 19, 2013, having caused the invoice to generate. We first heard from you via e-mail on Jun 4, 2013 noting the following: I don't want to renew this domain or service. -- The cancellation would have needed to be completed prior to the renewal date by visiting our on-line cancellation site or calling into our Cancellation Department. For protective security reasons, we do not cancel via e-mail requests. Additionally, I see that a domain renewal reminder was sent to the e-mail on file on March 31, 2013, which would have allowed plenty of time here.

Now understanding that you did not wish to renew the service and continue utilizing the domain name, we have assisted with closing the account down in full and also refunding Invoice #[redacted]. The refund applied towards and cleared the balance and there is no further action required on your end as a result.

I hope this better clarifies, and thank you for your patience throughout these processes.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: I signed up my business for a website domain. I paid the agreed amount which is $9.99. I started getting bills for a services that I did not sign up for. I also got collection agency letters. I contacted the company via phone and email many times. I can provide the emails if you request them. The company stated that I got a 30 day free trail of "my website" advertising services. If we did not cancel these services within the first 30 days we were going to be billed for the next 12 months for this service. I communicated via email asking for proof that I agreed to this over the phone or on the internet. They stated they cannot release that information because these records "are strictly for internal training and Quality Assurance purposes." I informed them that I will NOT pay for this service which I never wanted, never used, and never signed up for. They cannot provide me with the needed proof, hence I am contacting you to help resolve this issue.Desired Settlement: I want my account to be credited $59.97 (the recent bill) plus any other charges they added due to the involvement of a collection agency. I want the so called contract that I signed up for to be null and void. I do not want to be billed by this company for any services that I did not request.

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: Your records indicate that you have received over 700 billing complaints about 1&1, and that they have failed to resolve this systemic issue. Add my complaint to the pile.

I signed up for a 1-year Internet domain name registration with 1&1. Despite my refusal to enable "auto-renew," and my cancellation of the service, they billed me for another year anyway. When I refused to pay, they referred the supposed "debt" to a collections agency, in violation of the Fair Debt Collection Practices Act among other statutes.

The total amount in dispute is under $50, not worth my time to fight, but this was such an egregious offense I have to stand up for principle.Desired Settlement: The 1&1 account number is "[redacted]" and the collection agency, [redacted], has an account number [redacted].

I would like to see both charges, for $20.98 and $18.95, removed. I would also like to know what if any reports have been made to credit agencies, and would like to see any such reports corrected.

Thanks for your assistance.

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. Since the account is being removed from collections, there will be no negative impact on your credit score. For your reference, this is outlined under Case ID [redacted].

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Review: June 17th 2013 I found myself on the phone with a high pressure but very nice salesman named [redacted] from [redacted] SC. I understood his organisation would build me a website; copying & pasting a good number of pictures & accurate information from my current site ([redacted]) to a site they would build for me at [redacted] I think is is what it was going to be?) for like $19.99 or ??; a few weeks into it or maybe a month later I checked on it & they had done nothing but put my name on a template with erroniuse information about my business.

Then they proceeded to bill me for the service they claimed to have provided; I responded to their emails saying I was unsatisfied with their service & denied payment on their fraudulent invoice.

8/20/2013 They sent me a letter in the mail stating they are charging a late fee & turning it over to a debt collection agency.Desired Settlement: Just drop the fraudulent invoice out of their system & stop emailing, sending me letters or calling me.

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 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.

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.

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

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

www.1and1.com

Review: I have contacted this company to reset my username/password, numerous times daily for over week. I can not get anyone to do this. The account is in my name, my email, etc. My business is suffering because I cannot access my webpage. None of the customer service reps in the in Manila, Philippines can seen to help me. I am exhausted trying to get this resolved. They keep telling me it's been sent to the transfer department, but there is no way to contact the transfer department to check the status of this. Why can't this business give me what belongs to me? I paid for this service, I did my part. This company is very difficult to deal with, between language barriers (as they are not located in the United States) and the script they are reading from. I have spent MANY hours on the phone to no avail.Desired Settlement: I would like what is mine, my password and username.

Business

Response:

Review: 1&1 was supposed to renew my domain that I had "auto renew" option set.

Instead, they renewed a domain that I had "NO auto renew" set.

They said they were going to fix the problem.

THey have issued a refund on the domain I didnt want.

But the domain I want is still down.

The domain [redacted] was placed in cancelation. on the 21st and today the matter is still not resolved.

In fact they have take control of the domain and have place their own ADs on to the site. (STUPID!!!!!!!!!)Desired Settlement: They need to put myy domain back in order.

They need to have he option to buy the domain for multiple years.

They need to renew on renew day and not canel a domain before its time is up.

They should not place a domain in question online to recieve income from ADs.

I am so very UPSET. This is NOT the first time they have done this to me.

Business

Response:

Review: 1&1 charged our business bank account $19.99 - four times on 1/24/14 and also $119.96 on 1/24/14.. They also charged us $19.99 on 1/27/14... I have no knowledge and nor does my husband of contracting with this company for any type of advertising.. When he contacted them he was told that we had 7 open accounts with them and that we were in default on our payments, but now we were caught up. So if we did sign up for these 7 accounts and actually gave them permission to charge our account how much ever, how ever often why was it in default to begin with?? If they were given permission to charge our account why wasn't it charged on the due date of our billing cycle?? Maybe because neither of us even authorized these 7 accounts or billing arrangements?? I'm just trying to grasp how 7 accounts were opened for our business without our knowledge? With us having no account information on these 7 accounts?? Without any paperwork or emails what so ever??? Without any notification that our "so called" accounts were even in default?? And if we set up "7" entire accounts how in the world would we not have some type of knowledge of how to even look up these 7 different advertising accounts that we supposedly have?? I would like the information to look up these 7 accounts so that I can see exactly what we were charged for, I would like to see who authorized this advertising contract for these 7 accounts with 1&1, I would even like to see the account number or any information of these 7 accounts since I have absolutely nothing on them, and I would like a refund of every dollar they have taken out of our account unauthorized... Thank youDesired Settlement: I would like a refund of every dollar 1&1 has taken out of our account.

Business

Response:

Review: Letter posted to 1&1 below:

I feel genuinely robbed by your company. I cancelled my account over a year and half ago but recently found out that not only was my account not cancelled, but that it was some how upgraded to a full year contract - as opposed to the 6 initial month service (after trial period) for which I actually contracted. I do not care if this was a clerical error of some kind - because of your company's staff incompetence, I have had my money essentially stolen. I own my part in not canceling within the 30 day trial period (I think I finally made the call on day 31 or 32). During that call I asked to see if there was anything that could be done to at least prevent the installment fee for the second half of the six month period; I was told that there was not, that I would be responsible to pay for all six months of service. Fine. Obviously, it's not the answer I would have preferred, but at least I was assured that the account was officially cancelled and that no further charges would be made beyond the six months. Again - ok, fine - I understood that I would have to "eat" the bill for six months of service, but to have been charged beyond that is ludicrous. Further, because I have suffered a severe illness that made it so I have had to rely on others to watch my e-mail and credit statements for the last year and a half, I was unable to catch the issue myself until just this month - which means that in total I have paid over $500 for a service that was used for less than a week! If one was to look into the technical logs recording service access, it would become absolutely clear that services "contracted" were only used for a very few days. Additionally, it is poor business not to send a receipt for charges made; an invoice is simply not sufficient. To the credit of the very nice man with whom I spoke most recently, I was ensured that 1&1 would not contest charges I have disputed with [redacted] for billing on 1/10/14 and 10/10/13, that still leaves 5 billing cycles (beyond the first six months) for which I have wrongly been held accountable - a total of $299.85! These days I have a fair amount of time on my hands as I am still in rehabilitation from aforementioned health problems, and I will surely be spending some of that "free" time finding every venue and organization through which I can express my disgust (dissatisfied is simply not strong enough a word) with your company. I hope that sharing my experience will prevent others from making the same mistake that I did in choosing 1&1.Desired Settlement: At least $299.85 should be credited to my [redacted] for the five billing cycles referenced above - which do not include the first six months of "service". I would also like additional confirmation that 10/10/13 and 1/10/14 disputes made through [redacted] shall not be contested and that those credits (in process) shall hold true.

Business

Response:

Review: The account is locked despite the fact the billing information has been changed.Desired Settlement: The account needs to be unlocked immediately. The last time this happened, the account stayed locked for two weeks despite the fact the correct information was entered.

Business

Response:

Review: I purchased hosting service from this company approximately a year and a half ago. After fulfilling my one year commitment, I decided to cancel service and received hosting from another company. 1and1.com continued to bill my credit card after I spoke to a customer service rep who confirmed the cancellation. After several promises of a refund, I had to dispute the transaction with my bank to receive the funds back. 1and1.com continued to lie and claim they were still providing services to me. After providing the bank with several email documentations from 1and1.com which proves that my services were cancelled, [redacted] awarded my funds back into my bank account. As of today, I am still receiving threatening emails demanding payment for services the do not provide. The company is threatening to add additional charges to the false charges they are already billing me for, and threatening to report to collection agency.Desired Settlement: I want the company to correct the billing issue they are reporting, and to LEAVE me ALONE. I have no interest in ever doing business with such a dishonest company.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

You originally filed a chargeback in the amount of $119.88 on Dec 26, 2012. That charge pertained to Invoice #[redacted], generated on 11/15/2012, prior to you later downgrading the account on 11/18/2012. You were issued a prorated refund of $-110.49 on Dec 04, 2012 to reflect the difference in pricing after the downgrade took place. Still, after that, you filed a chargeback for the full amount. 1and1 won the chargeback, in that your credit card company sided with us and returned the funds.

Outstanding right now is the difference in the original charge that generated and the prorated credit that was issued = $9.39. I will clear out this charge for you, and that specific balance will be removed within the next 24 hours.

I see that you have since filed another chargeback in the amount of $119.88 - You have double disputed that amount. When a chargeback is filed, there are very specific protocols that we must follow. To move forward here, the following form would need to be filled out and sent in: [redacted] .. I would also suggest further discussing the matter with your credit card company. You are disputing a full $119.88 when you had already received $110.49 back from it. I am clearing out the difference of $9.39 now, but with the chargeback in place, funds are going to shift back and forth again. Additionally, please keep in mind that after disputing this the first time, your credit card company sided with us. Please fill out this form, sign it and fax it to [redacted].

As mentioned, there are protocols that must be followed here and we are unable to override them for you. If you would like verbal explanation of the billing and the next step of this process, please contact our Billing Department via [redacted]. I can put a note on the account requesting that you're transferred to a supervisor when calling in.

I hope that better clarifies, and thank you for your patience throughout these processes.

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: The response contains false incorrect information.

I do appreciate you clearing out the balance. However, as I stated before, I was being charged for a service that did not exist. The day that I cancelled my hosting services with your company, everything was deleted. All hosting information as well as all emails associated with all of my domains. All of my domains were transferred to another company. To say that I was being charged for email services when I no longer had any domains with your company is confusing.

As far as the charge back with my bank. I originally filed the charge back because your billing department never followed through with the refund that was promised. I gave weeks for this to take place and it never happened. My bank only sided with your company because someone from your company LIED and said that they were still providing hosting services to me. The bank forwarded me all of the documents that were provided and gave me the opportunity to DISPUTE it. I immediately faxed the bank 18 PAGES OF EMAILS FROM YOUR COMPANY THAT PROVED THAT I CANCELLED SERVICES ON 11/16/2012 AND HOW YOUR COMPANY ACKNOWLEDGED IT, AND ALSO SENT EMAILS PROMISING THE REFUNDS. Once this was faxed, my bank reversed the decision and has sided with me within 24 hours. I DID NOT FILE 2 CHARGE BACK CLAIMS. I had no need to, once I provided accurate documentation proving my side. My bank has also verified that this is closed. I have all of the documentation proving this.

In closing, again, I appreciate you clearing the balance. I am really in disbelief that I had to go through all of this to resovle this issue. None of this would have even taken place if your company would have acted with integrity and honesty instead of lying and giving false promises.

Regards,

Business

Response:

Dear [redacted],

Our apologies for the continued confusion.

In reviewing your account, you contacted our Technical Support Department on or around Nov 16, 2012 4:17 PM inquiring about downgrading the package - We assisted with this and the switch was accepted by our system on Nov 18, 2012 12:38 PM. Next, we received a chargeback on Dec 26, 2012 for Invoice #[redacted], generated on Nov 15, 2012. You called in after receiving the invoice, wanting to cancel the hosting on your account. Refunds were confirmed by the Complaints Department via e-mail on Nov 29, 2012 8:44 AM. You were issued $110.49 in total - This was the prorated credit processed after the switch took place - It represented the difference in pricing for the old package versus the new. All compensation can take up to two weeks to fully process.

You received a prorated refund from the invoice and still proceeded to dispute the full amount. After doing so, your credit card company reviewed your claim and sided with us. You have again disputed this same amount and unfortunately, we see no reason why the credit card company would not again agree with and see the transactions that took place on.

You were charged $119.88 for the 1&1 Business Package, downgraded to the Instant Mail Package and received a prorated refund of $110.49. You would not be owed another $119.88 on top of that. I have assisted with clearing out the $9.39 difference that was owed, but would be unable to further assist with the new chargeback on file. Following protocol, that would need to be resolved with our Billing Department and your credit card company. I have notated the account to please escalate to a supervisor within the Billing Department should you wish to call in and receive verbal explanation of the process.

I have assisted in every possible at this point by reiterating the billing circumstances and clearing out the $9.39 balance. The current chargeback that has been re-filed is still pending and will need to be worked out on your end to ensure the case is closed out properly. I can confirm that your 1and1 account is canceled and no new invoices will generate as a result.

Sorry again for any inconvenience or confusion caused throughout these processes, and thank you for understanding my abilities to assist 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]. I am satisfied with the credit to my account. However I am dissatisfied with the continual lies from this company. I am now unsure if they are dishonest or just that unorganized. Either way I am happy to no longer be associated with this company.

Regards,