1&1 Internet, Inc

Review: I attempted to renew my website with this company. After an hour of their site refusing to let me, I contacted their company. 20 minutes on hold, to be ran in circles, the tech support refused to help me and asked me for passwords to my accout. I escalated to a supervisor, another 30 minutes to get the supervisor. Whom said he would unlock my account and I would not be charged and I could get my files and authorization code to transfer my Domain. Just as my file becomes unlocked, I get an email that all of the sudden there is a virus in my files, which could have only have came from them and their set up does not allow me to do anything but get the authorization code.

I have been trying to get my files emailed to me, but they refuse to. I do not feel safe downloading them from their site as I do not trust that they did not put a virus in them, but I need them back and have all week. On top of this, they ran a hold on my account and over drafted me for the hold, cleared the hold, a day later actually ran the charge and doubled my over draft fees and now my bank cannot refund them becuase they pushed the charge.

They have mulitple emails from me, requesting the files and saying not to charge my account as I do not want services from them.Desired Settlement: I want the $140 in over draft fees and $138.83 for their services I requested to be canceld & my FTP Files - Clean of any viruses - Emailed to me.

Business

Response:

Review: I have canceled service with this company over the interent and on the phone several times since early 2013. They continue to send me bills and are threatening putting my account to collection. When you want to try and speak directly with a representative, they are not available.Desired Settlement: I want them to stop billing me and to retract current charges since I cancelled the service prior to the latest charges.

Business

Response:

Review: I cancelled my account with 1&1 Internet in October of 2012 via their online cancellation process, selecting "Cancel as Soon as Possible". However, I was billed again after that. I contacted 1&1 Internet via their customer support number and was told that I did not select "Cancel as Soon as Possible" - I did but that is fine. I then cancelled all services with them while on the phone on 6/11/13. Today, 6/14/13 I find that they have charged my debit card again for $20.97. This company is at best dishonest in their business practices and in my opinion predatory. Below are transaction and cancellation confirmation email.

Account MM CHECKING XXXXX0243

Original Description WWW.1AND1.COM TEL[redacted]PA

Merchant Type Services - Computer Network/Information

Trans. Type DEBIT CARD PURCHASE

Posted Date Jun 13, 2013

Date: Tuesday, June 11, 2013 9:19 AM

From: [email protected]

To: [redacted]

Subject: [redacted] - 1&1 Internet Support

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

Thank you for contacting us.

This is to confirm the cancellation of the account per your request .

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

--

Sincerely,

Renu

Customer Relations

1&1 Internet Inc.

Copyright © 2013 Road Runner HoldCo. LLC | Advertise with Us | Web Privacy Policy | Privacy Policy | Sign Up for Road Runner

Amount ($20.97)

Auth. Date Jun 11, 2013Desired Settlement: This company needs to change their cancellation system so that people who cancel their service are really cancelled. I unfortunately checked them out after the fact and found hundereds of complaints about the exact same billing/cancellation practices that I experienced.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

Your account was originally registered on Jun 8, 2012 under a one-year minimum contract term due to a promotion you took advantage of when originally signing up. The account was under minimum contract until Jun 6, 2013 and could have been canceled at that time. To cancel, customers can visit our on-line cancellation site (http://cancel.1and1.com) or call into our Cancellation Department, as you did. Customers looking to cancel within contract can take advantage of an early termination fee that would allow for an immediate cancellation for only half of what it would cost if the account would remain active through the duration of the contract.

Your account has since been closed as of Jun 11, 2013 with the assistance of our Retention Department. Since remaining active beyond Jun 6, 2013, it renewed for another term, which is why you were invoiced #[redacted]. 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.

I can again confirm that your account has been closed and will not renew any further. Additionally, I will refund the latest invoice in full for you as a courtesy. Please allow 7 - 10 days for the $20.97 credit to post back to the payment method on file.

I hope that better clarifies and thank you for your feedback on our cancellation processes. I would like to pass it along to our Developing Team, as well.

Thank you.

Sincerely,

Complaints Department

1and1 Internet Inc.

www.1and1.com

Review: My ordeal started with a telephone call from a webhosting company1and1 sales representative. I am having quite some difficulty cancelling this new account with 1and1 whose service I have used for several years. The timely e-mail below clearly stated my intention to cancel contract [redacted] several days prior to the end of a thirty day trial period. I thought it was sufficient notification. I also gave my reason. I suggested that they check the logs to confirm I had not done any action to manage or utilize the account or design a page. This should have triggered some action by service/account personnel at 1and1 to process my cancellation. But it appears no one at the company acted.

Several days later a charge for the new account appeared on my credit card. When I sent another e-mail about the erroneous charge and again asked that the website contract be cancelled, I was told two other steps were necessary to validate my cancellation. And because I had not met the additional cancellation requirements, their automated electronic system locked-in the contract for a year. Now all of 1and1 responses to my requests claim an inability or unwillingness to do anything about my request because it was such an outstanding offer. Is this legal? Could you please help resolve this matter?

Thank you.

>>>>>>>>>>>>>>>>>>>>...⇄ <<<<<<<<<<<<<<<<<<<<...⇄ />
From: [redacted] To: [email protected] Sent 11-19-2012 10:03 PM

Please cancel MyWebsite 30 day trial. I believe the contract ID is [redacted]. I have not had time to take advantage of your offer.

Thank you. [redacted]

Cr: [redacted]

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. The first cancellation attempt via our on-line site took place on 2012-12-05 04:42AM, this was outside of the 30-day free trial period that began on Oct 25, 2012. Please note that following protective security, we do not cancel accounts via an e-mail request - You would need to visit the on-line site or call into our Cancellation Department.

However, for whatever reason at this time, 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 Invoices #[redacted] and #[redacted] back to you and the $119.94 credit will post back to the payment method on file within two weeks.

We apologize for any confusion caused throughout this process.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Review: I received an invoice on Dec 24, 2012 for 10.99 to renew an internet domain. I sent an email on Jan 11, 2013 stating I wanted to close this account. On Jan 19, 2013, I received an email back with instructions on how to cancel my account. On Jan 20, 2013, I cancelled this account and received a confirmation email that the account was cancelled.

On Jan 25, 2013, I received an email reminding me to pay my balance within 7 days to avoid any 'downtime of your package.' The email also stated:

If we do not receive full payment in 7 days, our system will automatically lock your account, as is in accordance with our terms and conditions. If your package is or does become locked, it will take up to 1 business day to reactivate it once the matter is resolved. Unfortunately, if the balance continues to go unpaid for an extended period of time, the debt will have to be transferred to a debt collection agency and the account terminated. This results in an additional fee of $18.95, which is added to the outstanding balance when transferred to the collection agency. We thank you in advance for your prompt attention to this matter, so that your account does not become negatively affected.

I sent an email to 1and1 on Jan 28 stating that I had cancelled the account on Jan 20, 2013 and asked if I still needed to pay the 10.99 for the account I had cancelled.

I received back an email explaining how to cancel my domain, which I already done on Jan 20, 2013. The email did not answer the question as to whether I needed to pay the 10.99 for the cancelled account.

My next contact regarding this account was a note from [redacted] Systems (a collection agency) requesting a current balance due of 18.95. This balance was added to the 10.99 due and a $12 'convenience fee.' The day after receiving this letter, I called 1and1 customer service and spoke to [redacted] to inquire as to why my account had gone to collection and was told that I had 'cancelled it too late' to not be responsible for the 10.99 for renewal. Had I received an email answer to my request on Jan 28, 2013 and been told that I still owed the 10.99 because I had cancelled too late, I would have paid it at that point. However I did receive any answer except for the aforementioned instructions as to how to cancel my already cancelled account and to pay the balance within an unspecified 'extended period of time.

I have just paid this total of $41.94 to the collection agency.Desired Settlement: I would like the $41.94 I just paid to the [redacted] Systems company refunded, please. I would have paid the 10.99 for the account I cancelled on Jan 20, 2013 if I had received a response to the Jan 28, 2013 wherein I requested an answer to whether or not the balance was due. I did not receive an emailed response indicating it was indeed due and so did not pay. I thought the matter was resolved.

I would also like any negative impact to my credit rating because of the collection activity removed, as I think my actions were reasonable and prudent.

Thank you,

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.

Review: This company sent my account to collections, despite the fact that I had cancelled my service with them more than a month prior. They are demanding payment for services that HAVE NOT been rendered, regarding a cancelled account, and refuse to correct the issue, despite repeated emails to the company.

In addition, I would argue that this company practices extremely unethical billing practices, forcing consumers to log into a completely different website in order to terminate accounts, causing much confusion and thus illegally extending their billing cycle into another year's worth of unwanted, unauthorized service agreements, even after emails were exchanged noting that I wished to terminate my service with 1&1. This should be rectified immediately.Desired Settlement: Although I do not wish to pay this company ANY money, due to its highly unethical business practices (as noted above, I was illegally forced into extending the contract by one month into a new year's billing cycle, despite emails indicating I wished to cancel service), I will settle for pro-rating the payment for this terminated service to the ONE MONTH "used" in 2012. As I no longer have access to the domain name, upon cancellation of my contract with the company, I believe this is the only fair response. The pro-rated payment would be 91¢ ($10.99/year divided by 12 to achieve a one-month payment) - and not a penny more.

Business

Response:

Dear [redacted],

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

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

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

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

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

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

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Thank you very much for your assistance regarding this case. It seems receiving an official Revdex.com complaint is the only way this company will listen to its customers' concerns or take action to solve their problems, which is disappointing, but I certainly appreciate your help in closing this file.

Sincerely,

Review: Where to even begin. I purchased hosting and a domain through 1&1. What a mistake. I tried to build a [redacted] site through their app center and for some reason was not able to upload been the smallest of photos. For four days they gave me the run around about the issue with why I cannot upload a single photo. They left me on hold for an hour on that call as well. I called today and now they're claiming I have to purchase more space in order to upload a photo, even if its smaller than a 1mb. When I asked to speak with a supervisor I was told he is "on call". When I asked the support operator if that meant he was on call or if the wasn't there at all and he was at home, the guy literally said "Whatever man" and hung up the phone. In order to cancel my account, I actually have to request their permission to get it cancelled. I am simply noticing a good amount of shady practices and what some would consider extortion.Desired Settlement: All I want is to simply be able to see if I am able to upload a photo to that [redacted] theme. Plain and simple.

Business

Response:

Review: This case regards my domain name which was registered with 1&1. Background follows.

On the morning of Monday, February 25th, 2013 (Taiwan time) / the evening of Sunday, February 24, 2013 U.S. time, I discovered that my web site was down. Because I recently had not been actively using the site, I could not know how long it had been down. It took 3 days of phone conversations and emails for me to find out that my account had been terminated. Until that time, none of the very well-intended, helpful techs and agents could figure out the root problem, because they themselves did not have access to that information.

In retrospect, I see that there were mainly two sources of accidental confusion. First, I didn't know that holding 2 domains meant that I had 2 account numbers. Accordingly, I thought that the 1and1 email notices that my credit card would soon be billed, if I took no action to stop it, referred to my active domain. I replied that I wanted the payment to proceed. In fact these notices were for my inactive, alternate domain with the same name, except with hyphens (xxxxxx-xx-xxxxx.com). I didn't realize that these were assigned to two separate accounts, and unbeknownst to me, my active domain had already been terminated!

Secondly, in retrospect I can guess that the reason that the payment request was not accepted by my [redacted] was perhaps due to a slight discrepancy in billing addresses. 1and1 had on record that I lived in "XXXX Qu, XXXXX City, Taiwan." I had already changed the "Qu" to its English equivalent "District". Sometimes (but not necessarily always) such a small detail will cause a payment request to be rejected by the bank. I have since updated this detail in my 1and1 account information – at least for the remaining domain account that I still have access to.

My interpretation of the following section from ICANN's FAQ's page leads me to believe that,

because I tried to get my domain redeemed within the 30 following its termination, I must be given the opportunity to have it restored it to me. (See following quote.)

[redacted]faqs

[MY DOMAIN NAME HAS JUST EXPIRED. CAN MY REGISTRAR REQUIRE ME TO PAY FOR A RENEWAL BEFORE I CAN TRANSFER TO A NEW REGISTRAR?

NO. YOUR NEW REGISTRAR OF CHOICE CAN INITIATE A TRANSFER REQUEST ON AN EXPIRED DOMAIN NAME ONCE THEY RECEIVE THE REQUIRED AUTHORIZATION FROM YOU. EXPIRATION OR NONRENEWAL OF A DOMAIN NAME IS NOT A VALID REASON FOR DENIAL OF A TRANSFER REQUEST.

NOTE THAT IF THE REGISTRAR HAS ALREADY BEGUN THE DELETION PROCESS ON THE DOMAIN NAME AND ITS STATUS SHOWS IT TO BE WITHIN A 30-DAY REDEMPTION GRACE PERIOD, THE NAME MUST BE RESTORED BY YOUR CURRENT REGISTRAR BEFORE IT CAN BE TRANSFERRED.]

However, when I finally found out from 1&1 Billing Dept. that my account had been terminated and that I was black-listed as a customer, I would after to wait for 65 days from the date of termination to re-purchase my domain. That would place the date at about 04/13/2013. In the meantime, 1&1 has put my domain up for sale on its sister company's ([redacted]'S) website: [redacted]

Furthermore, in my most recent conversation with the Billing Dept yesterday, 03/11/2013, I was told that 1&1 has a policy of adding extra days to the redemption period of a terminated domain when they put it up for sale on their own sister company's website, thus rendering my domain unavailable to me until 04/30/2013! If this isn't simply a self-serving company policy, then I do not know what it is!Desired Settlement: Even though I think that 1&1's policy of assigning separate account numbers to two domains owned by the same customer greatly contributed this unfortunate situation, I am willing to pay a reasonable penalty to get my domain back as soon as possible. My site has been down for more than two weeks, and I cannot correct this problem unless I spend more money for technical help to move files to another domain or rebuild my site. I just want to get my domain name (which I personally created) returned to me as its proper owner so that I can get my site up and running again. This unexpected ordeal has caused me a loss of time and money.

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,

Review: In July of 2013 I contracted for 1 year of service for a domain name $10.00. I needed a website for a few months to provide details in support of a fundraising effort I was involved in. I did not need this service beyond the required and selected 1 year service. I did not request recurring billing nor was I was made aware in any reasonable fashion that 1&1 set up recurring billing for the service. The confirmation email I received said 1&1 offers automatic renewal, nothing saying I was on it and nothing saying I had to explicitly cancel or else I would be billed the following year. Since I had a previous experience with a company setting up recurring billing on [redacted], I checked my [redacted] account and deleted the recurring billing set up by 1&1.

When I received warning about upcoming renewal of the service, it did not state I would be billed unless I cancelled anything. It says I should set up auto-renewal to ensure I do not lose my domain. It also indicates I may lose my domain if my billing info is not current - nothing about billing me anyways and trying to force me to pay after the fact. So I treated it like any other renewal notice I have received - if I wanted to renew, I needed to act and if I did not want to renew, I could ignore the email. When I got a notice saying I owed money and to update my billing details, I contacted 1&1 and explained I did not want the service, need the service and never agreed to have it set up on recurring billing. They told me to go into the account and cancel. Even though I did not see why I should have yo, I did as asked and received a confirmation of cancellation - nothing in the email said I was on the hook for any monies - just a cryptic statement saying all contractual services above will be deactivated on the date of cancelation.

Then I received another email saying I owed for a year's worth of service ($35.88) since I cancelled after the billing date. I sent another email disputing this claim and then I received a letter from them. I returned a letter stating what I had stated previously and demanding 1&1 cease and desist. Based on all the horror stories I found on the internet, I doubt they will do the right thing and I do not want to see my credit rating affected by this issue.Desired Settlement: A letter or email saying I do not owe them any money, never owed them money and no damage to my credit rating was caused by their deceitful practices.

Business

Response:

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

I sincerely apologize for any

inconvenience that has occurred here with your account.

Generally speaking, aside from the email notifications that

are sent out prior to domain renewals, domains and hosting packages are 2

separate entities. The domain: hockeytrip.info had been canceled back on 7/16/14,

however, the hosting package remained active under the account. Due to this, a

new invoice generated for another year of the hosting package.

According to our records, your last conversation with one of

our agents (Andrew K) on 8/7/14 resolved the issue under your account, as we

canceled the active hosting package, and cleared the balance of $35.88. That

being said, for your records, this account is no longer active, and there is no

balance due, as everything was canceled and waived prior to this Revdex.com Complaint.

There is nothing owed that would result in this account being reported to a

collection team.

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:

I initiated this complaint as I received a notice of outstanding balance on approximately 8/14/2014 and feared that my previous responses were being ignored. Based on the reply to this complaint, 1&1 cancelled the outstanding balance on 8/7/2014 and the letter I received was dated 8/06/2014. So assuming this letter was sent just prior to the cancellation and no further requests for payment will be forth-coming from 1&1 Internet, I find that this resolution is satisfactory to me, re: complaint ID [redacted].

Regards,

Review: It has been two weeks and I am still being given the run around about my domain. First I was asked to fax a letter which I did on the 19th of June, I called to check to see if they had it and was told that they needed to speak with the owner of the domain. The owner of the domain talked to the CSR name [redacted] and he said that it would take 24 to 48 hours for the domain name to redeem from the redemption period I said okay and hung up the phone. Well I called Tuesday evening and was told that the letter needed to be emailed I explained that I had faxed and [redacted] spoken with someone on Thursday and was told everything would be taken care of. It was not. Now its Wednesday and I have yet to have this resolved with them. I would like to redeem my domain from the redemption period so I can have it transferred to Comcast.

Business

Response:

Dear [redacted],

I'm sorry to hear of the difficulty involving a domain name. I'm happy to look into the matter for you, however you did not include the domain in question nor the Customer ID Number involved. Please provide this in reply so I am able to further assist here. You can send the information through this portal, or to my work address - [redacted]. Thank you!

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: Approximately, May 3rd a sales associate contacted me in regards to me purchasing my .com with them and offered me a free website that would be Managed by Experts (which I later found out when I called to cancel). She stated that $99.99 would be placed on a hold in my bank account but the monies would not be taken out until the website was completed which would take about 5-7 business days. On May 6th, I discovered that 1 and 1 had a pending withdrawal from my account and I hadn't heard from these "experts" since the 3rd in regards to them building my website. So I waited until May 8th to give them a call. I called and I spoke with one of the experts and he explained to me that once the contract is set up the money will come out of your account so I informed him that I would like to cancel my contract with them and purchased my .com that same day. I was transferred to Cancellations and I was told on May 8th, that it would be 5-7 business days until I got my refund. I received a email with an invoice on May 13th regarding my refund. They have taken the money out of my account for the domain purchase and the $99.99 that has been canceled for 13 days now. I called them two days ago and I spoke with Christine in the Cancellations department and she stated that she could see where the money had left their bank account and should in mine either Monday or Tuesday. I contacted my bank earlier today and they informed that there is no pending refunds into my account. I am highly unsatisfied with this company on how I was lied to just to close a sale and now they are just taking advantage of a consumer who just came home from surgery on the 30th of April.Desired Settlement: I just want them to refund my money. This has gone on entirely too long and it's highly distracting to keep calling a company that wronged you in regards to your own money that they took under false conditions.

Business

Response:

Review: I cancelled my domain name and account with 1and1 Internet inc. on June 1st, 2013. Since then they have refused to release my domain name telling me multiple excuses, from keeping it "safe" from others for 60 days who are trying to steal it, to the domain name being in "limbo", to telling me that now I have to pay and reactivate account to obtain my domain name. They have simply refused to release it. They kept it and want to re-sell it to me now. I get e-mails from various tech support people who give me a different answer every time.

The information on Whois Search for Domain Name Registration Information shows that 1and1 internet still has my domain name active although I cancelled it. Also, it shows that its status is: client-transfer-prohibited and that it belongs to someone else till June 5, 2014. I had a new Servicer try to grab my domain name every day since June 1st and it never became available.

It's obviously still available since they are trying to sell it back to me. They said I can get it back if I pay them. They send confusing e-mails: first they say that I need to pay $40 then they say that they are helping customers not pay the $40. At this point, I do not trust them at all in what they say, especially after reading the reviews here in Revdex.com.Desired Settlement: I want them to release my domain name.

Business

Response:

Dear [redacted],

Sorry for any confusion caused here. When you canceled the account on June 01, 2013, all remain aspects of it were closed, domain names included. If you were interested in maintaining the domain name, it would have needed to be transferred out of the account prior to processing the cancellation. The cancellation took place and domain [redacted] has since been moved into a 1&1 holding account. When this takes place, only the domain owner can regain access to the domain. This is done as a precautionary and protective measure and actually benefits the account holder. As explained, if you would like to immediately regain access to the domain, you would need an active 1and1 Account and we can have the domain revived into it. When the domain is revived into the account, you are free to transfer it away if you'd like. The domain will be in the holding account for 30 days and then enters into a redemption period. [redacted]. The domain will be in redemption for 36 days and then released to the general public.

If you are not interested in reviving the domain from the holding account or redeeming the domain during the redemption period, you can wait until it is released to the general public and then attempt to regain access to it then. Ultimately, you canceled the domain when you canceled the account and normal procedures and processes followed that. These are common practices amongst registrar/hosting companies and as mentioned, actually benefit and protect the customer. Our Technical Support Department had correctly advised you in regards to this.

The options would be reviving the domain now, redeeming the domain after it leaves the holding account and enters into a redemption period, or letting these periods pass and attempting to regain access to the domain when it is released to the general public.

I hope to have better clarified. If any questions remain and you'd like to speak with me personally, please feel free to send a message to my work address - [redacted]. Thank you.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: Despite many requests for support. 1and1 never returned my emails asking for help. They offer website services. I needed to use another provider ([redacted]) for our email services as they kept losing important incoming mail. Their services do not offer the use of SPF txt records in their domain. This is a standard set and in use by every organization. Their only solution is to hold the domain website hostage because I use another service other than theirs.Desired Settlement: I request that they restore the services as it was set yesterday 5/19/14 as they worked without issue. They made this change without my authorization and multiple emails requesting them to contact me. I tried to contact them on several occasions but would give up after 1 hour of being on hold despite no matter what time I call them.

Business

Response:

Review: I cancelled registration service for the domain [redacted] on October 1, 2013. I also marked the site for deletion through my account control panel on 1and1.com.Even though I cancelled my service and told 1&1 to delete the account 1&1 still auto-renewed the service on 12/24/2013 and sent me an a bill for $14.99 today, 1/05/2013.When I called to dispute the charge I was told that because the site auto-renewed on 12/24/2013 I still owed the $14.99.The site should not have been renewed, and because it is marked for deletion I can not even use the domain that I am being charged for.Customer #: [redacted]Contract ID: [redacted]Desired Settlement: I would like the invoice to be cancelled and my $14.99 refunded. I would also like my account to be fully deleted and cancelled so that I am not charged again.

Business

Response:

Review: I have cancelled my webhosting account with this company and they are sending me letters in the mail and emails saying I owe them 5 dollars and they will submit my debt to creditors and charge me a $18.95 fee to do that.

My account was locked/frozen since the account went past due. I then had to not only cancel it online BUT call a phone number. I have tried to cancel in the past but no avail due to their hours. They don't let customers cancel accounts unless they call in during business hours.

After about a month I called in and had my account canceled. Since then they are sending me bills for 5 dollars... Their services always required an immediate payment up front before services were provided - 100% pre paid, monthly, or biannual. The service they provide is not based off credit or requires payment after services provided. (It's webhosting!)

My dispute - No services were provided for the 5 dollars they are asking for. Threatening to contact credit agencies over 5 dollars and bill me 18.95 to contact credit agencies.

Scare tactic to force people to pay for nothing. Bad business practices.

"Total amount due: $ 5.35

In accordance with our Terms and Conditions your account has been locked until the balance is paid in full.

Please be aware that if this matter is not resolved, you will be sent to a debt collection agency.

If the account is sent to a debt collection agency an $18.95 charge will be added to the unpaid balance.

Please disregard this reminder if the invoice has been paid already."Desired Settlement: Adjust my bill to reflect the services that were given once my account was locked. I don't owe anything.

Stop the scare tactics to innocent people who simply want to cancel their accounts.

Business

Response:

Review: I was a subscriber for several years. My credit card on file expired. They did a poor job of contacting me. They sent a collection notice by a supposed 3rd party demanding collections or they would attack my credit. The catch is my account had been suspending the whole time. Very unethical. I had to pay a collection fee, and pay for another 6 months in order to cancel. Absolutely horrible company, avoid at all costs. They treat longtime customer like crap. They essentially gouged me for about $100. They knew I was trying to cancel so there was there one last way to get me. When I complained to the company it fell on deaf ears. VERY UNETHICAL>Desired Settlement: I would like an apology and a change to this process, it is unethical and borderline illegal. I had to pay a collection fee, and pay for another 6 months in order to cancel.

Business

Response:

Dear [redacted],

Our apologies for any inconvenience or confusion caused here.

I have searched your first and last name within our system (No Customer ID Number was provided in your complaint), and located [redacted] created on Jun 18, 2007 and canceled as of Oct 28, 2010. The account was passed to collection agency [redacted] on Aug 30, 2010 and then unlocked/resolved as of Sept 10, 2010.

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.

When a payment cannot be accepted, we will send failed payment notifications to the e-mail address on file alerting you of such. If the balance remains outstanding, we will also then place a financial lock on the account in the hopes of grasping your attention. Services are suspended at that time, since like most other companies, payment is required and must be up-to-date to continue utilizing.

The last invoice that was generated, #[redacted] for $29.94 dated Jun 20, 2010, covered a billing period from 06/19/2010 - 12/19/2010. I can refund this back to you as a courtesy and in light of any confusion caused throughout the process if interested. In order to do so though, we would need a valid payment method on file to process the funds back to. With your account having been canceled in 2010, I can assure you that no additional charges would generate. If you are interested in this, please contact me via my work address - [redacted] - And I can process the credit and then provide instructions for successfully receiving it.

I do apologize if there was a disconnect between the billing of the account and what was required from you. We send accounts to collection agency [redacted] after the balance remains outstanding for 60+ days and do attempt contact multiple times prior to that. I have passed your feedback along in regards to this and will ask that it is taken into careful consideration.

Please send an e-mail if you are interested in proceeding with the refund as outlined above, and thank you again for your feedback and patience here.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: I was called by a high pressure 1&1 salesman to try a new web site hosting service being offered. It was described as a free service to try for a month and then cancel at anytime. I made the mistake of agreeing to try the service and within a few days reviewed the service and decided I did not want it. I logged into 1&1's web site and attempted to cancel the service and thought I had. A few weeks later I received a bill for $59 for the next 3 months of service and was notified that I would have to pay this every 3 months for the next year. When I called 1&1 to cancel the service they refused saying that I agreed to the contract, which I did not. I have escalated several times 1&1 customer service but they refuse to cancel the service and refund my money. I am not pursuing [redacted] Fraud protection and/or small claims court.Desired Settlement: I want this service cancelled immediately and my money refunded. I have never used their web hosting service and want a full refund.

Business

Response:

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

Thank you for contacting us.

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 refunding the only invoice generated for the and the $59.97 credit will post back to the payment method on file within two weeks.

We apologize for any confusion caused throughout this process.

Thank you.

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

--

Sincerely,

Customer Service

1&1 Internet Inc.

Review: I signed up for a domain name today, the charge was authorized on my card as a pending transaction (I checked my online banking and have proof). Two hours pass and I still do not have access to the domain. I send an email and contact customer support by phone. The lady I spoke with was completely rude and proceeded to tell me that it was the Security Department that needed to verify something and that she could not transfer me and I would have to call directly. Not to mention that they were already closed for the day.

I then asked to speak with a supervisor, again the agent was rude and then put me on hold for over 45 minutes and then disconnected the call. In total, an hour of my time wasted.

Prior to that call I received NO contact from 1 and 1 in regards to the account. If they needed to verify something, they should have sent an email or tried to call but they did NOT.

I want the entire account CANCELLED IMMEDIATELY.

This was my First and Last time using 1 and 1.

Because of this horrible experience, I went to Go Daddy and registered over there immediately with NO Problem.Desired Settlement: My card was charged (it is listed as a pending transaction from 1 and 1) and I have proof, refund it. Also, cancel the entire account as I will never use this company again as it was my First and Last time. Train you phone reps to actually listen to the customer and not have anyone on hold for over 45 minutes and then hang up.

Business

Response:

Review: Earlier this year I used your services to correct a problem with this company. They charged my credit card for a service I did not authorize. When my contract came up for renewal I transferred my business to another company. I did not agree to doing business with them for another year. Never the less they generated an invoice for this year’s service which I decline. Despite not wanting to do further business with them, I decided to pay the bill which was less than $20. I sent them a check for the full amount, since I do not trust them any longer with my credit card info. They refused the check and insisted on payment by credit or debit card. Since they have proven themselves untrustworthy with such cards, I refuse to give them that info again.Desired Settlement: I request that you have them cancel the invoice and stop harassing me for payment.

Business

Response:

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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.

This e-mail serves as confirmation of the cancellation of your 1&1 Instant Domain package as of 08/16/2013. We will deactivate all package features on this date.

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 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