1&1 Internet, Inc

Review: Received a "second notice of outstanding balance" from this company, which I have never heard of. Attempted to contact them via email to their billing department, and received no response.Desired Settlement: cancel the bill, and correct their records. I do not have an account with them.

Business

Response:

Review: Service was terminated with 1&1 for domain and website hosting on May 10.

Account [redacted]

When trying to discontinue service with the company, we were told my son who is 15 years old and hosted an internet site with them had three options.

Option 1 - Pay two more bills of $59.97 in July and October 2013

Option 2 - Pay to down-grade his account (HE HAS NO ACCOUNT WITH THEM) one fee $29.97 due in October 2013

Option 3 - Cancel Service with no fee (NOT AN OPTION with 1 and 1)

Option 4 - Cancel account today $76 fee

My son has had nothing but problems with the company and his hosting of [redacted] so he has changed providers to [redacted]. We have worked with [redacted] and [redacted] and had no problems with accounts and billing.

With 1 and 1 it has been nothing but problems.Desired Settlement: End services with no additional fees - we no longer have any dealings with 1 & 1 but will be billed a minimum of $29.97 for services (which is NO SERVICE) for July - October 2013.

Business

Response:

Customer ID: [redacted]

Contract ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 MyWebsite - Basic Package (12 month term) package as of 06/06/2013.

We will deactivate all package features on this date.

Additionally, Invoice #[redacted] has been refunded and the credit will post back to the payment method on file in 7 - 10 days.

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

1&1 Starter (1 month term) package as of 06/06/2013.

We will deactivate all package features on this date.

The remaining balance of this contract will be credited to your credit card.

Sincerely,

Customer Care

1&1 Internet Inc.

www.1and1.com

Review: On Dec 10,2013 I cancel my service and on Dec 11 ,2013 They billed my account. for 20.97. Talking with these people is very difficult.

Heads up I am a Marine Veteran, but your question only ask about retired veterans, so the veteran that served and did not retire from the service do not get recognized?Desired Settlement: I do not have their services and want my money refunded, They took money for no service, Customer pay the bills before 1and1 proved service.

Business

Response:

Review: I received a collection letter from this company alleging services provided and an unpaid balance of $74.87. I have never, ever heard of this company nor have I ever been provided with or even inquired about any service with them. I believe that this is a scam letter and that, based on what I have read on your website as well as other internet sites, that they are attempting to extort money from me by threatening my credit report. Please advise as to what I can do to protect myself.Desired Settlement: I do not want this company reporting this false claim to my credit report or to ever contact me again. The credit report issue is the biggest deal as I have impeccable credit and do not want this scam to adversely affect me. If possible I would like to receive a letter advising me that this issue with this company is now resolved. Thank you.

Business

Response:

Dear [redacted],

Sorry for any confusion caused here.

An account was created under your name with us on Sep 9, 2013 and has been active since then. It was registered under e-mail address [redacted] with the following contact information on file:

Pennsylvania United States

Since you have noted that you have not purchased this and are not interested in our services, I can cancel the services out now, as well as the outstanding 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.

If any questions remain in regards to this, please feel free to contact me via [redacted] and I will continue assisting however needed. Thank you.

Best,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: I've been a customer of 1 & 1 for over 6 years. Their technical support is the ABSOLUTE WORST company I deal with. Every issues I have can be summed up into the following responses from a support agent. "Our admins are working on the issue and will resolve is as quickly as possible", "We are aware of the problem and our admins working to correct the issue", or "if you wait awhile the issue should correct itself".

Lately MANY of my emails that are sent through 1 & 1 servers to Comcast.net emails are blocked due to SPAM warnings. I've contacted tech support and the only response I get is "if you wait awhile the issue should correct itself". This is UNACCEPTABLE!Desired Settlement: 1. Fix the problems permanently

2. Give me a credit for my lost time contacting tech support

3. GET BETTER TECHNICAL SUPPORT OPTIONS

Business

Response:

Dear [redacted]

Our apologies for any inconvenience caused here.

I had escalated your concerns onto our Administrators and the blacklisting that you're referencing has since been removed. Our Abuse Department is constantly working to protect our servers and ingoing/outgoing mail being sent from them. We act quickly when something like this is brought to our attention and blacklisting from [redacted] never lasts long for this reason. Ultimately, it is [redacted]'s choice on blacklisting any company but as mentioned, we work quickly when concerns are brought to our attention and can assure you that our Abuse Department is trained to prevent and resolve. Your IP was automatically delisted and you should be able to send mail without issue again.

I had previously issued two free months of service for the technical troubles caused and the next Basic Fee hosting charge will be delayed by two months as a result.

Sorry again for any inconvenience caused throughout this process, and thank you for your patience.

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:

This is an ongoing problem and the management at 1 & 1 does not seem

to truly care to resolve this issue completely. Again they mention that this issue "has been escalated to our Administrators" which in the past has always seems to be their way of saying, I don't know what is going on so I'll email someone with your issue and that person will never respond or update you on what is going on.

I spend hundreds of dollar a year on their services and have waisted HOURS of my time on the phone waiting and / or talking with technical support and they want to give me the same canned response they ALWAYS give and throw me a few dollars in free services to make me go away.

That's not going to fly. They need to be held accountable to me and the others like me that have the same issues.

Regards,

Review: I was called by 1&1 Internet services by their ad department to register for a "free thirty day trial" on their website services. (customer ID [redacted]) contract ID [redacted]. Their marketer informed me of the trial being thirty days free. I never used the service at all. When I later tried to cancel via their online system, their online system told me I had to confirm the cancellation via calling, at which point their call center was closed. The next day when I called I was informed I was now locked into a one year contract with them at 19.99 a month, and I could not cancel for one entire year. None of this was disclosed to me by the call center representative - that I would not be able to close it for one year if I did not cancel before thirty days. I complained to their billing department and they said they would review the case. I requested copies of the contract cancellation date I filed online, and they did not provide them. I requested record of the call with their representative that they locked me in with, and they did not provide it. Overall I am horribly dissatisfied with this company and cannot believe that they have the audacity to continue to charge me.Desired Settlement: I would like for them to mail me a refund via check to my address for all services they never rendered me and immediately stop billing me. I would like a confirmation that I owe them nothing on paper so they don't forward me to a collection agency. I wouldn't want to hear their CEO on the phone if he were to call me, as I'm so disgusted by this company.

Business

Response:

Dear [redacted],

We understand that you were unhappy with the contract terms that revolved around Contract [redacted] under Account [redacted].

We will offer our customers this MyWebsite service at a special rate of $19.99 per month. We do not immediately pressure customers into any 1-year contractual agreements until we feel the customers have had an opportunity to try the service first-hand. This is why we offer the 30-day free trial before any minimum contract terms (MCT) or special offers are initiated.

At any point and time, customers trying this service for free can cancel it through the online cancellation website (http://cancel.1and1.com) with their Customer ID and password. That would remove any obligation of service and is outlined at the point of sale. After the 30-day period has concluded, customers will roll into the $19.99 rate which is billed at 3-month intervals.

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

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

As such, we have since removed you from your 1-year contractual obligation. We have set the contract to cancel with an immediate effect. In this, you will not be billed or invoiced for this service in the future. In addition, we are simply wiping clean the outstanding balance for this account. You will no longer be required to contact 1&1 regarding this balance.

We apologize for any confusion caused throughout this process.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Consumer

Response:

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

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

Regards,

Review: I HAVE NEVER DONE BUSINESS WITH THIS COMPANY. I HAVE NEVER RECEIVED A LETTER OR STATEMENT FROM THIS COMPANY ON THE INTERNET ON IN THE MAIL. THEY TURNED ME OVER TO [redacted] SYSTEMES A DEBT COLLECTOR AND I HAVE NEVER HEARD OF THIS COMPANY. I THINK THIS IS FRAUD AND A SCAM.Desired Settlement: REMOVE FROM CREDIT REPORT

Business

Response:

Review: I have cancelled the account but still being billed foe service. Enclosed is a copy of email confirming my cancellation.

Customer ID: [redacted]

Contract ID: [redacted]

Processing ID: [redacted]

Dear **. [redacted],

We have received your contract cancelation on September 11, 2013

and regret your decision to leave us. However, we accept your

cancelation as follows:

Pos. Description Action Date Status

===========================================================================

1 i-pun.com CANCEL September 11, 2013 CONFIRMED

Please note that all contractual services above will be deactivated on

the date of cancelation.

We'd be happy to assist with any further questions you might have

regarding your cancellation. Should you reconsider your decision, we'd

be pleased to discuss a personal offer for you. You can reach us 7 days

a week from 8am - 8pm Eastern Time Zone at ###-###-#### (toll-free).

We always want to improve our products and services and therefore

kindly ask you for your feedback. If you have time, please respond to

our very short cancelation survey:

[redacted] We care about our customers' satisfaction with the services of 1&1, and

we are delighted to welcome you again at 1&1.

Yours Sincerely,

Your 1&1 Support TeamDesired Settlement: I want this company stop with the email threat for balance of an account that I cancelled. I don't owed them anything.

Business

Response:

Dear [redacted],

Sorry for any confusion caused here.

Domain [redacted] was canceled on September 11, 2013 and had renewed prior to that on August 23, 2013. The cancellation would have needed to take place well prior to the renewal date to have prevented the process and invoicing. I will ensure the account is closed in full now, as well as cancel out Invoice #[redacted]. 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.

Best,

Customer Care

1and1 Internet Inc.

www.1and1.com

--

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 Instant Mail package as of 09/25/2013.

We will deactivate all package features on this date.

We thank you for your trust as a 1&1 customer and we look forward to welcoming you again as one of our customers.

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

http://1and1.com

Review: The company (1 and 1 Internet) made an attempt to charge an expired credit card on file. When the account did not go through the company sent us a bill. The remarks on the bill said that if we no longer wanted the service to go online and cancel. After canceling their services online we received another bill, this time from a collection agency. I disputed that bill and the collection agency sent the account back to the company. I called the company to try and settle the account but the customer service rep would not discuss the account with me. The second call-back again the customer service rep refused to discuss the account so we mailed them out a check on 3/4/13. After waiting about 12 days we called back to verify the receipt of the check. The customer service rep flatly told us that "we don't take checks for payment". We then contacted the earlier mentioned collection agency who still had the account information on file and we paid the account via a telephone credit card payment. No receipt or acknowledgement of payment or account status has been made.Desired Settlement: We would like written receipt mailed via the USPS to the below address stating that our debt (account) is paid in full and that the account has been closed and there will be no further action against us.

[redacted]'s

c/o [redacted]

Business

Response:

Dear [redacted] and [redacted],

Our apologies for any confusion caused here.

Your account was canceled as of Jan 25, 2013 and had renewed prior to that on Dec 20, 2012. The invoice remained unpaid and eventually passed to collection agency [redacted] as a result. The debt has since been resolved with [redacted] and the financial lock was removed as of Mar 21, 2013 2:29 PM. There is no longer a balance here and with the account now canceled, nothing further will generate in reference. For your records, this is outlined under Case ID [redacted] in our system. If you would also like confirmation from collection agency [redacted] on the debt being cleared, you can call [redacted] and mention [redacted] which will reference your account.

When contacting our Billing Department at the beginning of March 2013, the account holder was not on the line and we needed to speak with them directly for security reasons. Unfortunately, we cannot share personal billing matters with anyone outside of the registered account holder on file, this being [redacted]. I can assure you at this point in time that the account has been canceled, the debt has been cleared and no further action is required on your end.

I hope that clears up any confusion and thank you for your patience throughout these processes.

Sincerely,

Customer Care

1and1 Internet Inc.

Consumer

Response:

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

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

Regards,

Review: We cancelled our service with 1&1 in November 2012. In our invoice summary, dated Nov. 10, 2012, we were told the corporate credit card with which we paid would be credited for the unused portion of service: $15.92. Four months later, we have yet to see a correction. When I contacted the company last week, I was told how to cancel the account (that has been cancelled since November). I corrected them and was told I didn't provide enough information. I gave them the domain name we'd used, the customer ID number and the contract ID number. I was told that mine was not the contact email address. That person is gone until the end of April, which I explained. I was told I needed to fill out a form and fax it to them. Frankly, I think I've done enough and they should rectify the situation as they agreed to do back in November.Desired Settlement: That the corporate credit card be credited the $15.92 promised Nov. 10, 2012

Business

Response:

Dear [redacted],

We would be happy to take a closer look into your concerns, however the number of the account in question was not provided for us. Our system also does not recognize the e-mail address you've listed. Please provide the account number or e-mail address on file and we'd be happy to pull your information within our system and investigate the case. This could be provided in a reply through this portal, or sent to my work address which I always have access to [redacted]

We look forward to hearing back and further assisting. Thank you.

Sincerely,

Consumer

Response:

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

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

Regards,

Review: Hello.

Few days ago I've noticed on my card statement unauthorized transaction by 1&1 for $98. As it turned out they charged me for auto renewal of domain names, which will expire on November 11th. However, auto renewal option was turned off more than half a year ago as I don't need those domain names anymore. Despite that fact, I was charged and money are blocked on my card. Same day I've noticed such actions I've wrote them several emails (billing department). No response whatsoever.Desired Settlement: I want this transaction to be cancelled, as this is purely unauthorized transaction. Thank you.

Business

Response:

Review: I've cancelled my website with this company twice and even though I've both confirmed online and though the phone number provided by the website they still keep charging my card.

Business

Response:

Review: This company is extremely ridiculous. Incompetent is. A very fraudulent company. After reporting them to the Revdex.com last time ref #[redacted], the person who answered the complaint assured me everything would be back to normal on the account. They did not even refund the charges they made on my bank account but gave me several months of hosting instead. Now, they're charging me again for the same domains that I originally complained about, the domains they were supposed to remove. I received a collection letter for almost $80 because I refused to pay for domain that were on my account fraudulently. This is extremely ridiculous. I contacted them several times and I keep getting transferred from department to department until someone picks up and clicks on me. I'm so frustrated by this company. They've taken over $200 from my account for products I did not purchase and all I want is for this company to leave me alone. I will be reporting them for fraudulent activity. Half the customer service reps can't properly speak English and I have to repeat what I say numerous times before the incompetent is understand what I'm telling them and still do nothing to help. Their sales department is open 24/7 because that's how they make money but a person who has to files a claim only had several hours in a day to talk to someone in the billing department. They simply do not understand that I am not the owner of several domains on my account. That I do not want to pay for something I do not own.Desired Settlement: I want this company out of my face.

Business

Response:

Review: I was a customer of 1and1's domain name services for more than two yearsI recently discovered that during that time, they charged me an extra $quarterly for a product I had never signed up for, nor had I usedThey frequently would call me to inform me that they were adding "free trials" of new services to my account -- trials which, unless I was vigilant to manually cancel them, became paid subscriptionsThese features were added to my account even when I declined them over the phone
I have recently (within the last few months) switched to a more ethical service providerImmediately after I did this, 1andbegan to call me and send me emailsI simply ignored most of these calls and emailsThen they began leaving me direct voicemails -- my phone wouldn't ring, but I'd get a voicemail of between and seconds in length, with no sound, just silenceAfter a month of this, I contacted their support department informing them of my irritation, asking to be added to their do-not-call list, and threatening a Revdex.com complaint (text below)I received a response informing me that I had been added to their do-not-call listIt is two days since then, and I have today received additional silent voicemails from their marketing department
EMAIL TEXT (personal phone number removed):
I intentionally dropped you because of your sleazy sleight-of-hand money-grabsYou charged me $40/qtr for more than two years on something I never signed up for and never used, and constantly tried to add "free trials" of features to my account that, unless I proactively kept a close eye to cancel, became paid subscriptions
Now that I've finally gotten all my domains free and clear away from your scams over to a legitimate service provider, you're calling me from an unrecognized number and leaving 15-second silent voicemails
What the hell makes you think this is a good idea? This is not the first angry email, nor the first angry communication you've gotten from meWhy in the hell would a spam robocall change my mind, or do anything other than further aggravate me?
Consider this your official notice: place ###-###-#### and ###-###-#### on your do-not-call list
If I hear from your racketeering organization again, I will file a Revdex.com complaint, along with any other FTC-provided measures I can find to take action against 1&1.Desired Settlement: 1andshould never EVER contact me againI intend to stay as far away from 1andas possible, and to urge my friends and colleagues to do the same
Business
Response:
Dear S[redacted] (Customer ID # [redacted]),
I sincerely apologize for any inconvenience associated with
being contacted by 1&Internet
When a customer is added to the "Do Not Contact" list, it
can sometimes take a couple of business days to be processed
In order to assist you with this matter, I have issued an
escalated case with high priority, to add your email and phone number(s) to our
"Do Not Contact" list as soon as possibleThat being said, moving forward you
will no longer be contacted by 1&Internet
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M[redacted]
Customer Care
1&Internet Inc
http://www.1and1.com
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:

Review: I had a domain name transferfactor1on1.com registered with 1and1.com. Account# [redacted] On 9/23/14 the company sent me an invoice for registration renewal period 9/22/14-9/22/15 and amount due $14.99 to be charged on my credit card on file.

The credit card on file was and is valid and the charge was indeed initiated on 9/23/14 and posted completed on 9/28/14 - have bank records confirming that.

On 10/8/2014 I noticed that my domain name doesnt work anymore, web-site would not load. I went to check with 1and1.com and noticed that DNS records were deleted.

Also there was a message in control panel that the company was not able to charge my credit card was declined and payment was due and if not paid there will be collection agency proceedings. On the domain name page however renewal date was listed as 9/22/15 which means the account was paid. However the DNS records were deleted which means the name was not pointing to my website.

I requested a cancellation of my contract and also sent a message to support asking why why DNS records were deleted. Apparently they were deleted for the reason as if they could not charge my credit card. But in reality 1and1.com did charge it and received the payment on 9/28/14.Desired Settlement: I filed a dispute in the charge because 1and1.com did not honor contract terms, having received the money they claimed that they did not. I request a full refund of $14.99 and a guarantee that there will be no collection agency filings on this matter.

Business

Response:

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

I sincerely apologize for any

inconvenience caused here.

I have investigated this matter, and found that there

appears to have been an error in our system associated with this account. As

you had mentioned, we did receive your payment of $ 14.99 on 9/25/14, however, an

error seems to have followed after the fact that displayed a false balance owed

under this account, and from there may have accidentally affected the DNS

settings for some reason. This is very odd, as even in cases where a payment actually

declines, the system does not typically delete anything unless the balance

remains outstanding for 6-8 months. Due to this, I have forward this matter to

our administrators to research the error further.

At your request, we are refunding you in the amount of $

14.99, please allow 3-5 business days for this to be processed. We will also make

sure to drop any dispute issue that may still be ongoing at this time, once we

receive additional correspondence from your bank or financial institution.

That being said, we would be more than happy to reactivate

the domain: [redacted] free of charge, however, since it was

registered under the name of “[redacted]”, it would have to be re-registered

under that same person at this time. Please email to: [email protected], if you wish to do so.

Once more, we apologize for any inconvenience that has been

caused here.

Thank you.

David M[redacted]

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Consumer

Response:

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

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

Review: I canceled the product with the customer on 04/08/2013. I received an email confirming the cancellation. On 02/2014 I get an unauthorize charge to my account. I called to ensure the account was canceled and advise it was inded canceled. I continue to get harassing emails regarding a payment due on this account, and threatening I will be sent to Collections.Desired Settlement: I want this account canceled with no payemnt due and not to be sent to Collections.

Business

Response:

Review: 1 and 1 Internet will not allow me to cancel contract for web design service that I have never used. They said that I made the request to cancel 2-3 days too late beyond the cancellation period, but I still want to cancel and they refuse to stop billing me and continue to debit my bank account. I told them that I was willing to pay any cancellation charges and they would not accept. They continue to charge me even though they are not providing services to me, they are not in communication with me, and they are not concerned that whatever I am paying for is not being utilized. They just don't care. They just want my money. I want to cancel contract and stop billing and want my money back, which is one and three months of service charges. In addition, I recently attempted to cancel after 12 months, which is duration of contract, and they told me they had to continue charging me because they said I signed a 2 yr term, which is a lie. These people are stealing my money.Desired Settlement: I want to stop billing, cancel contract and refund all charges and fees to my credit card.

Business

Response:

Review: Anyway, shortly after we obtained our latest dedicated server, we decided to re-image it. We then subsequently spent days installing and configuring software. At some point, we discovered that the wrong version of Windows was installed (standard instead of [redacted]) – and was not letting us access all of the RAM in the machine. We opened a ticket and it was discovered that there was a bug in your reimage process. A new Windows key was applied and it appeared everything was OK. We continued use of the system. When we finally had to reboot it, we found (after considerable time and effort) that remote desktop was non-functional and that only 4GB (out of 48GB) of RAM was being recognized by Windows.

I have had a ticket open now for about a week. The only solution technical support has come up with is “re-image”. They have been very non-communicative (basically I have to call them for any status update). They entered some Windows key (not activated / not genuine, according to the system) to allow us temporary access to the system to copy things off before re-imaging.

Before doing this, I decided to take a key that I had for another server and try it. It appears to work fine – it activated – and we have rebooted the system multiple times – everything seems good.

A few questions / issues:

• If I can enter a key and have it activate, why can’t you?

• I found it surprising that when I asked to speak with a supervisor, I was told that none was available until Thursday.

• I would obtain a valid key before I reimage. It would cost me less and save me headaches.

o If I do this, I would expect the monthly contract charge for Windows to be removed.

• I would like a credit of all charges for this server to date. It has not been to specification and has literally cost thousands of dollars in chasing down problems.Desired Settlement: Desired outcomes: Have 1&1 provide a valid Windows key without me having to wipe out the server and start over. If that is not a valid option, then I would like them to remove the $99 per month that they are charging me for Windows license and I will provide appropriate Windows license.

Business

Response:

Review: In June 2012, I signed up for one year Internet domain service with 1and1.com for $18.95. In July 2013, after the end of my one year agreement, I received a bill from 1and1.com for the next year service. I called the company and cancelled the service in July, 2013. On Aug 19, 2013, I received two collection letters from [redacted] for the amounts of $18.95 and $10.99. On Aug 26, I called 1and1.com. Their representative confirmed that my account had been cancelled, but stated that according to their policy, all accounts are automatically renewed, and the fees are not refundable unless customers cancel before the renewal. She stated that these terms are in 1and1.com return policy. These term have never been stated or mentioned before in any of my communications with 1and1.com.

When I asked to direct me to that policy, the representative told me to go to the bottom of the page to the link labeled "T&C". She explained that "T&C" stands for "Terms and Conditions". It took her not less than 10 minutes to locate two parts that govern that return policy in the different sections. In section 3.2.2, it stated that the policy would be auto renewed. unless cancelled before the end of the term. In section 2.1, it stated that the "fees for Extended Term Service" are not refundable. She explained that 1and1.com uses the term "Extended Term Service" for any service longer than 1 month. The representative asserted that it is the customer's responsibility to find out these terms and conditions, however obscure and deeply hidden they are. It is entirely unreasonable to expect anyone to be able to figure out 1and1.com cancellation and return policy without extensive help from 1and1.com employees, but by that time the company would have placed the account in collection.

These 1and1.com practices contradict cancellation and return policies and practices of every reputable company that I have dealt with. I assert that the 1and1.com cancellation and refund practices and fraudulent and misleading.Desired Settlement: I request that the $18.85 and $10.99 charges are dropped, and that the [redacted] is advised to cease the collection attempt.

Business

Response:

Dear [redacted],

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

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

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

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

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

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

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Consumer

Response:

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

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

Regards,

Review: To summarize the story I was contacted months ago for a service on an IP address that I acquired through 1 & 1 Internet, Inc and at that time and now I had no intention of using the websites anytime soon so I know for a fact that I had no use for the product that was being pushed on me. Regardless I somehow was signed up for a trial run of this product. To make a long story short I have contacted customer service, billing, sales, etc stating I never agreed to sign up for this enhancement product. Yet when I last contacted billing I asked for the actual recording of me agreeing to sign up and I was met with “we do not give out recorded tapes and there is no one else you can speak with i.e. manager etc”. In addition the complaint department somehow does not have a phone line for me to speak with someone directly only via email.

In conclusion, with the non-compliance of the requests to speak to key employees or listen to my own voice on a recording (which is recorded for quality purposes not just for you company but for the customer) I have now contacted you (Revdex.com) stating my grievance with the company and I plan to follow up in full to resolve what should have been a simple resolution.Desired Settlement: I would like to hear my own voice stating that I agree to this monthly service, CLEARLY. If not I would like a full refund of my outstanding bill.

Business

Response:

Dear [redacted],

We would be happy to take a closer look into your concerns, however the number of the account in question was not provided for us. Our system also does not recognize the e-mail address you've listed. Please provide the account number or e-mail address on file and we'd be happy to pull your information within our system and investigate the case. You can send this in reply to this message via the Revdex.com Portal or to my personal work address - [redacted]. I look forward to receiving the information and further assisting.

Thank you.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com