1&1 Internet, Inc

Review: 2 problems:

1. Domain names purchased from 1and1.com put on auto renewal without asking the customer whether the customer wants to do that. So basically without prior notice they charge the credit card. When called about the refund – they refuse it. That happened with the domain name [redacted]

2. When I turned off the auto renewal of one of my domains, [redacted], I got an email that this domain was turned of upon my request – even though I DID NOT DO THAT. They escalated an issue. 2 days ago I received an email, which basically says that this is my fault and if I want to fix it I have to pay money for renewal – even though I just turned off an auto renewal. Here the email I received:

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

Thank you for contacting us.

This is in connection to the escalated case about your domain name [redacted]. Your email/redirects will not work while a domain is in soft expiry. However, the domain will be retrievable until the end of its current renewal period. We can still revive the domain name prior to customer request however there will be a reactivation fee for this. If you plan to no longer use the domain, you can set them to soft expire or if you are satisfied of the settings your domain is set to, then it will still work. If ever the domain is not registered with us, everything would work just fine.

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

--

Sincerely,

Technical Support

1&1 Internet”

No apologies for turned off domain – that is just ridiculous and after all I have they tell me that to fix that I have to pay.Desired Settlement: I want my web site put back until the expiration of my web site name and I want monetary reimbursement of turned off domain. As well I want to turn off the auto billing feature by default for anything: domain, hosting...

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here. Our system shows that domains [redacted], [redacted], [redacted], [redacted] and [redacted] were all set to cancel as of May 16, 2013. They were deactivated and closed at that time. We now understand that you only wanted to disable the autorenewal and did not want to set the domains to close immediately. As such, we have escalated your case over to our Administrators to have domains [redacted], [redacted], [redacted], [redacted] and [redacted] revived for you. We will have the domains added back into your account. The request has been escalated and is outlined under Case ID [redacted]. As soon as the process is complete, we will send you an update via e-mail confirming such. There is no further action required on your end there - We are working to restore the domains back into your account.

In the meantime and as a courtesy, I have refunded Invoice #[redacted] - The $29.99 registration fee for domain [redacted] for you. The credit will post back to the payment method on file within 7 - 10 days. When the domains are revived, another registration fee will generate for them. If you contact me via my work address as soon as that takes place - [redacted] - I will also refund those fees as an additional courtesy. I cannot take any action on the invoice until it is generated, but again, we're happy to waive the five fees for you.

Please note that the auto-renewal of domains can be disabled at that time via your Control Panel. Since the domains are your property, we do not take this action on your behalf and ask that all customers complete it via the following: [redacted]

Your webhosting - The Home Linux Package, Contract [redacted] - renews and is billed every six months. The next invoice for hosting will take place on 09/13/2013 and then six months following that, and so-on. You are not under minimum contract for that package and if you'd like to cancel at any time, you can visit our on-line cancellation site [redacted] ) or call into our Cancellation Department ( [redacted] ).

I hope to have better clarified here. We will send an update as soon as the domains are revived into the account. If you contact me via my work address, I will promptly reverse the revival fees after they generate. If you need to disable the autorenewal for any domains now, I have sent direction for doing so and it can be completed via your Control Panel. If you'd like to cancel the package at any time, you can visit our cancellation site or call into our Cancellation Department. If you are looking to cancel the account and would still like to maintain the domain names, please transfer the domains out of the package and to another registrar prior to doing so. Please note that 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.

Thank you again and I look forward to hearing from you after the invoice in question has generated on the account.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: On February 13,2013 I chose not to renew my term with the company.

Due to several reasons. First off they added a SLL certificate without my consent onto my account. Then they doubled my monthly fees. So I therefore decided to cancel my dealings with the company.

The conversation ended on a professional note with no mention of any outstanding fees or charges. I never heard anything again, until I received a notice from a collection agency, demanding I pay an outstanding balance of $138.83.

On April 3, 2013 I called the company to discuss this situation, and was told that the changes I made last year on the account were not put into place, therefore I was charged for a business plan instead of the agreed starter plan for a whole year.

This indicates that I was overcharged for a year of service. Then when the renewal arrives I refused to renew it at that price. So I Cancelled.

Now I’m told that I have to pay a year in advance for a service I don’t even have and will never use.

The know refuse to talk to me and say that feel the case is closedDesired Settlement: To resolve the problem, I would appreciate you dismissing this ridiculous demand and removing the collection demand for monies, which the are not entitled to.

Also I would like to be credited the difference for the year of being overcharged from the starter plan to the business plan.

Business

Response:

Dear [redacted],

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

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

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

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

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

Thank you.

Sincerely,

Your 1&1 Internet Team

1and1 Internet Inc.

www.1and1.com

Review: I had purchased a domain ([redacted]) from this company for my non-profit organization and not aware of the fact that I had also signed up for a trial version of software. After my domain was locked I called and inquired as to why. Only at this time did I find out the error. Despite several phone calls from myself and my web hosting service to get the domain transferred over, they would not unlock the domain. They had complete control to resolve this issue by simply unlocking it, but by 1and1 failing to do so the domain went to a collection agency, and currently to recover my domain I am facing a bid of over $200 from a domain auction site.Desired Settlement: The only acceptable outcome would be for 1and1 to recover my domain since they were the one that did no action for me to retain it, and give me the ability to transfer it to the web hoting service of my choice.

Business

Response:

Dear [redacted],

Sorry for any confusion caused here.

Please kindly note that you had two accounts with 1and1 Internet Inc. and both were terminated due to excessive non-payment, which is a breach of contract. These accounts were [redacted] and [redacted]. You did not pay for the account nor domain name and when it was terminated, the domain went into a 1and1 holding account.

What we have now done as a courtesy is wiped the outstanding balance, removed the billing flag from the account and will allow for you to recover the domain name now. To do so, you will need an active account with 1and1. Please purchase this and we will then revive the domain into it. Please use a different payment method when doing this, as the [redacted] account linked to e-mail address [redacted] has become blacklisted within our system. When the new account has been created, we will revive domain [redacted] into it. If you're not interested in this, you can wait until the domain is released to the general public and attempt to regain access to it then. If you create a new account and are ready for the domain name, please then contact my work address - [redacted] - And I will help you move forward with this process.

The above is how we can help here. We are extending these actions as a courtesy since as mentioned, we did not receive payment towards either account. Failed payment notifications were sent to the e-mail address on file, as well as both accounts being locked in the hopes of grasping your attention.

If any questions remain in regards to this, we are happy to help clarify and full contact information can be found here: [redacted]

Thank you.

Best,

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 to purchase more services to recover my domain is absurd. I contacted [redacted] regarding this solution and stated it was unacceptable. My response back from 1and1 shortly after that was to contact a domain collection agency (having to call internationally on top of that) to recover my domain.

Regards,

Review: There was a charge of $119.8 made on my credit card without my authorization. The charge posted on 9th August, 2014. I called the company to have the charge reversed, they have told me that the account is not under my name and that they cannot reveal the name of the person that has used my credit card under their name. I would like this issue to be resolved as I did not authorize the charge.Desired Settlement: Reversal of the credit card charge and removal of my credit card from their systems, as well as a fraud enquiry against the person that used my credit card without my authorization

Business

Response:

Dear [redacted],

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

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

regard to the problem that you have brought to the attention of the Revdex.com, since there is no account listed

under your name, this means that someone has been able to obtain your credit

card information, and added it to an account somewhere within our organization.

We would only be able to track down the charge in question by searching our

system/records with the credit card number that has been physically

billed. Once we have received that info,

we can find the account in question, and this unfortunate situation can be

resolved.

We apologize for any

inconvenience that has been caused here.

Thank you.

Dave M[redacted]

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:I called in to your company to resolve the issue last week and was issued case ID [redacted]. All the details that you would require were taken from me when I called in. Would appreciate my credit card being taken off the account at the earliest, the number was given when the case was opened.

Regards,

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:

[redacted],

Review: they randomly charged me for services I never purchased nor agree to, and kept trying to charge me!!! demanding I pay? so what is happening now is that they are ending my entire account /website because I won't pay this $5 fee ( website builder) that I never ordered, or agreed. keep getting emails saying pay, etc etc or end of my account. I told them several times I never ordered that and never planned on paying.Desired Settlement: 1and1 was good service besides this, and not threatening me to pay something I did not order. so I no longer like them plan on switching services.

Business

Response:

Review: Hello, I was unjustly billed during my 30 day trial and billed me on March,15th,2013 for $59.97.

They refunded me on March,18th,2013 they also promised via phone call they would promise to pay my service fee result of it pushed my account negative $88.00 as of March,15th,2013.

Today as of March,19th 2013 My account is positive but they have refused me the service fee.

[redacted] had to do a override to fix the issue that 1 and 1 internet caused and [redacted] Bank fixed it on March,18th 2013.Desired Settlement: I want a refund from 1 and 1 internet for my fee I was wrongly charged by [redacted] Bank of $34.00

Business

Response:

Dear [redacted],

Our apologies for any inconvenience caused here.

I do see that your account was billed early when it should have been under a 30-day free trial period. First, our sincerest apologies for the billing mix-up and secondly, our Billing Department amended this for you by refunding the initial invoice, #[redacted], which covered three months of service and equaled out to $59.97. We normally do not issue refunds for charges generated through an outside organization as they do not exist within our system and we do not have access to them, but we do understand your concerns here and will extend this for you. As such, in addition to the $59.97 refund that you've been issued, another $34.00 to reimburse the bank overage fee has also been issued and will post back to the payment method on file within two weeks.

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

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: I didn't renew my website and hosting with the company so they put my renewal fee in collections. The collection agency called and said I had a past due bill for this year but I only paid for the domain names and hosting for one year which ended in September. I didn't pay the bill because I no longer wanted their service so now they are trying to collect on something that I do not want to renew. I have multiple domain names but I only wanted to keep one and and hosting but the collection agency said I had to pay the whole bill before moving forward. Plus they are adding fees to something that expired and I no longer use. I paid up front for a year and I should be penalized for not renewing, I only switched to their company because my best friend worked there and they laid him off and he has two kids and a wife so I don't want to be associated with their company any longerDesired Settlement: To be released from any financial obligations and any involvement with this company forever.

To allow my domain name and website to be hosted and ran by a different company completely

Business

Response:

Review: I requested cancellation of my contract prior to its renewal, as my website provider offers a free domain service. I received an email confirming cancellation. Around the same time, I lost my cc and received a new one. 1&1 was not provided with my new cc as I had cancelled service. On my next cc statement, I found a charge from 1&1 and contacted my cc issuer ([redacted]) which explained to me that businesses can use a 'code' instead of the actual cc# to charge. [redacted] reversed the charge. The following month, Sept. 2014, there was another charge and [redacted] was contacted and again reversed the charge. 1&1 then began to email me with a bill for a service that I had cancelled. I replied to each that I had the confirmation of cancellation, and would forward their cancellation. 1&1 sent other emails stating that 'a different part of my account was NOT cancelled', and for that they are billing. I only have 1 account with 1&1 and confirmed cancelled in July 2014. I replied and was sent an email stating that if I do not pay the invoice, the account would be locked and then terminated. I replied asking for confirmation "so, if I do nothing, then this issue will resolve itself?" Yes, was the reply by 1&1, suggesting if I'd like it resolved earlier I can contact them by phone (only). I did not contact by phone, as I was informed the issue will resolve itself if I do nothing and don't want to spend more time on this issue. 1&1 sent an email today that this matter would be turned over to a collection agency if it's not resolved by my logging on and inputting my (new) cc#. I am now frustrated and don't appreciate this threat - especially as I've not ignored their emails, while providing information. Today, I went online, searched and found a forum for others with this same issue with 1&1, got a new contact email for 1&1 - neither billing nor accounts as I'd been using - and asked yet again for resolution.Desired Settlement: 1. confirmation of termination of service with zero balance due AND 2. for 1&1 to stop contacting me

Consumer

Response:

------- Forwarded message ----------

From: Revdex.com of Metro Washington DC<[email protected]>

Date: Thu, Oct 16, 2014 at 4:13 PM

Subject: Fwd: complaint ID [redacted] - RESOLVED

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Thu, Oct 16, 2014 at 2:26 PM

Subject: Re: complaint ID [redacted] - RESOLVED

To: [email protected]

This complaint has been resolved.

Review: Summary---

At one time I had an Internet, Website account with this business. Approximately 6 months ago, I requested the account be closed as I no longer used or needed the services they provide. On 09/16/14, I received a Notice of Outstanding Balance in the amount of $58.98. I responded via email stating that I had closed that account and I am disputing the balance. Since the email communication, I have been receiving daily phone calls from 1and1. when I answer the call, the party on their side of the calls does not respond and simply terminates the calls. I have attempted to contact 1and1 via their listed number for billing. The number simply places you on hold and I have not been able to contact a single person to resolve this issue.

Itemized listing of events--

1. March 2014--- Requested termination of services via email.

2. September 16, 2014--- Received Bill for balance of $58.98.

3. September 26, 2014--- Sent email stating account was closed and sating there was no balance due.

4. September 28, 2014--- Began receiving calls from phone number(s) belonging to 1and1. No party answers when calls are picked up...they just hang up.

5. October 3, 2014--- Received another bill requesting payment of $58.98. Also, stating account would be sent to collections if I did not pay.

1and1 seems to operate in an unethical manner.Desired Settlement: I want this account closed. The balance due on the account is incorrect and erroneous. 1and1 needs to eliminate any balance on my account, close any and all associated accounts under my name.

Business

Response:

Review: After purchasing a domain & FTP source for a program at my school, I needed to cancel this subscription; however, you needed your username and password. Since I rarely used the site, I lost that info. Upon requesting this and requesting that the company be courteous and cancel per my e-mail request, they simply told me I had to cancel via their protocol, and did not give me the info I needed. A couple months later, I requested cancellation again. I indicated that I had set up the site as a courtesy for my students to host their graphics, etc. Could the company please be courteous and help me to cancel as I was paying this out of my pocket? No; again, follow the protocol. I indicated then that I did not have my username or password information. None was courteously provided for me. Next, the company had the audacity to put me in collections. Since all was done via Internet, it seems to me that these business practices made it impossible and quite - almost harassing - to do a simple thing, which is cancel membership. Since they had two notices for this request, I thiink they made it too complicated for customers to complete simple processes; further, it seems they are taking advantage of non-savvy tech people to greedily hoard as much money as they can.Desired Settlement: I would like a FULL refund, as well as being FREE and CLEAR on my credit and removed from collections.

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

----

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 Dual Basic package as of 07/11/2013.

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 07/09/2013. The domain registration will then remain active until 07/11/2013, at which point the domain will expire.

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: I signed up or 1 and 1 for an email only account. I paid for 1 year in advance for roughly $17. My email was working great but I was receiving emails that my domain had not moved over and my account would be cancelled. After going back and forth with 1 and 1 and me saying I was not moving my domain that I just created mx records for email. they said it was fixed and I should not receive any more emails. Two weeks later I received an email that my account was deleted because my domain was not moved. They said it would take 3 days to re-establish email. For a business, this is ridiculous. I created a brand new 1 and 1 account and activated my emails the next day. Once my email was established, I went to a new carrier for fear that 1 and 1 would delete my account again. I then cancelled both accounts with 1 and 1.

I spoke to the billing department and they confirmed the cancellation. They said the first account they would credit the full $17 because I only used it for 2 weeks. The second account had not been billed so that account was just cancelled. A few weeks later 1 and 1 was calling to collect money from me. How could I owe any money for 2 weeks worth of service? The most I could owe would be about .75 cents for 2 weeks of service which I was happy to pay. After dealing with several customer service reps, someone finally saw what was going on and he fixed it. From that point I did not hear from 1 and 1.

Now I just received 2 collection notices from [redacted] for 17.88 and 18.95. I called them to dispute it and they said they would get back to me. I have invested more time than I should have to with this company and would really like to start billing them for my time. This is insane!Desired Settlement: what I would really like is this account to be closed out and pulled from collection. An apology and explanation would also be nice so that maybe we see that they know they have issues and are addressing them so no one else has to go through this.

Business

Response:

Review: Last year I responded to an offer for a $.99 web address for a year. No where during this year was I asked if I wanted to renew this special offer and at no time was I told that I would be automatically charged. All of a sudden I received an email threatening that if I do not pay 14.99 fee the account will be sent to a collection agency for an additional fee. I don't have a website and have no need for a web address. I tried the free one year offer and had trouble canceling account. After calling customer service and days of emailing I finally received and email telling how to cancel my account. I am still not sure if it was cancelled after I followed the link from 1 and 1. I fear that I will still be charged because the cancellation process is too confusing and the customer service is not helpful. This company used false advertisement to get me to sign up and makes it hard to cancel account.Desired Settlement: I want my account to be cancelled and not be charged for services I never agreed to renew.

Business

Response:

Review: 1&1 Internet Inc. locked my account a few hours after I called them on June 2, 2013 and told them that I will be transferring my domain to another company. This action against my account has made the domain non-transferable which I believe is against the law.

I made a call to them about 30 minutes ago and the customer service agent told me "Your account is lock which means even if you cancel your account your domain will still be lock".Desired Settlement: I would like 1&1 Internet Inc. to cancel my account and allow me to register it with someone-else.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here. Your account has a financial lock in place, as you have outstanding balances from January and February 2013. We have been unable to collect payment and the lock was added/an $18.95 late fee entailed. In the hopes of helping, I am going to clear the outstanding balance of $74.79 and have the account unlocked. When the lock is removed, you will regain full access to it again. I am going to set a cancellation to take place within the next two weeks. If you'd like to transfer any domain names out prior to the cancellation taking place, please reference the following: [redacted]. If you need any help with these processes, our Technical Support Team is available 24/7 and can be contacted via [redacted] I hope this proves helpful, and thank you for your patience throughout these processes.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

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

1&1 Instant Mail package as of 06/18/2013.

We will deactivate all package features on this date.

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

1&1 [redacted] will be cancelled from our system as of 06/18/2013.

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

Review: Called company while searching for websites for our two different businesses. Salesperson quoted a price based on two domains and two web hosting/web pages. They offered one site free for one year. We accepted and paid.

They only set up one page, and are now saying that we get a second domain name for free, but not a web site.

But they also "can't find the phone calls" that are supposedly recorded.

We have been in business for 32 years. We will be in business next year too, and will gladly pay for our second site. But we were told it was free this year. It's bait and switch. To cancel now would mean losing all the time spent working on the first site, plus the dozens of hours I have spent on the phone being switched from one person to the next, placed on hold forever, then calls just dropping, and having to start the process all over.

This has been by far the most frustrating business transaction I have ever been involved in. By now, they have surely spent more money in fighting this than they would to just get our second site up and running.Desired Settlement: We need to have two web sites. We have already paid for the services. We will be a long term customer if they just fix their mistake.

Consumer

Response:

1 and 1 has requested the following information:

domains- [redacted]

[redacted]

(Customer ID: [redacted])

We have not yet accepted their response, just responding to their request for more information

Business

Response:

Dear [redacted],

We are more than happy to look into this matter for you, however, the account

number and/or domain name(s) in question were not provided for us to properly

research and assist you. Please send these in reply so that we can

definitely take a closer look into what is taking place after receiving the

necessary information from you.

We apologize for any inconvenience that has been caused here.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Consumer

Response:

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

1 and 1 has requested the following information:

Review: The representative cold called me and said, "is this the owner of the business." I said no. They said, "I need to speak to the owner of the business." I said that he isn't available. She said "is there a good time to call back and talk to him." I said no. She asked why and I said that he doesn't take calls from solicitors. She said, "I'm not a solicitor, I need to talk with him about a change to your website." I said, "who are you representing?" She said, "I just need to talk with him about a needed change to his website." I again asked who she is representing and she said, "1&1 Marketing, I need to talk to the owner about your website." I told her that we have no relationship with her company and that she is indeed soliciting. At that point she hung up.Desired Settlement: The merchant's sales method is misleading and unethical. They are attempting to get in contact with owners by making it appear as though they have an existing relationship with the business (trying hard not to say the name of their company). The desired outcome would be for them to cease this misleading practice.

Business

Response:

Review: Well, we had received a call awhile back from one of their representatives stating that their company offers a great deal more than most other companies. Well, ever since we had started a domain on their website we've been having problems. They had promised they would make our website [redacted] with an eccomerce and almost 2 months later it's just sitting there. They've begun billing us $59.97 a month for no reason, but they've also started charging us that amount twice because they've started another domain with our credit card number without our permission. Their customer service is absolutely terrible and rude, they threaten you with collection agencies and so forth. They tell you to file you to file a complaint on their website and doing so would result into nothing. Evidently we're not the only ones that have gone through this, they're scamming everyone. Here's a link that has a lot of bad customer experiences, a lot similar with ours. They charge you without asking for your permission and they then tell you they're going to charge you $150 for an early cancellation. Their business is entirely unethical and they're scam artists. [redacted] Thank you

Best regards,

[redacted]Desired Settlement: We'd like our accounts cancelled and everything refunded as they're liars and thieves. They've used our credit card information without permission and they're charging us unagreed fees for no apparent reason. We want nothing to do with them after this.

Business

Response:

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 MyWebsite - Plus Package package as of 05/22/2013.

We will deactivate all package features on this date.

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

1&1 Online Team Storage will be cancelled from our system as of 05/22/2013.

[redacted] The auto-renew feature will be disabled for this domain as of 05/20/2013. The domain registration will then remain active until 05/22/2013, at which point the domain will expire.

Invoice #[redacted] has been refunded as well and will post back to the payment method on file within two weeks.

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

Sincerely,

Your 1&1 Internet Team

http://1and1.com

Consumer

Response:

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

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

Regards,

Review: On January 2nd, 2013, I logged into my 1&1 account to cancel my services, as I no longer need a website. I went through the cancellation process and received a cancellation confirmation that day and assumed that my time with 1&1 was done. Several days ago, I received two letters from a collection agency saying that I owe money to 1&1 internet and that they had referred my case to collections. Between the time of cancellation and the time I received the letters, I received absolutely no communication from 1&1 informing me of any charges. I called 1&1 internet on 3/22/2013 at around 2:15PM hoping to resolve the misunderstanding, however, they were less than helpful. They insisted that they sent me half a dozen notifications, which they did not (I thoroughly searched my email and my spam folder and specifically checked the dates they mentioned). I also told them that I clicked on the only cancellation button I saw and that when I received the email confirmation, I was under the impression that our business was done. Their response was that I had cancelled the domain name, but not the web hosting. I never saw the option to cancel web hosting when I signed on to cancel the domain name, but I asked why anyone would cancel a domain without cancelling the web hosting and their response was "I don't know, but the balance you owe is valid and you still have to pay".

I feel as though I was misled by their website and their confirmation email into believing that all services were cancelled, as they were purchased together and the confirmation email said that they "regret your decision to leave us", a rather permanent goodbye for a customer who supposedly still has other services with them. Also, I feel that they could have handled the situation better. If I received a call from a customer who clearly intended to cancel services and wasn't using the services because they didn't have a domain name, I would have done everything I could to nullify the charges for that customer rather than alienate them and force them to pay for a service that they are clearly not interested in and attempted to cancel. Finally, it is completely unacceptable that they referred me to collections without contacting me (though they insist that they did). I have worked very hard to maintain a good credit score ([redacted]) and will not have it destroyed by a company because they lack communication skills.Desired Settlement: I would like my name to immediately be removed from any collection agencies and to have any reports that they have made to credit agencies removed as well. I also want the services cancelled and the account cleared because I will not pay for services that I will never use and clearly intended to cancel. If they wish to avoid similar situations in the future, it would behoove them to make it absolutely clear in their emails that the customer is still enrolled in other services, rather than saying goodbye and giving the impression that the customer has severed ties. When a company signs you up for a domain name and web hosting together, it's reasonable to assume that the two go hand in hand, as the hosting is worthless without a domain and vice versa. Their entire cancellation process is extremely deceptive and borderline fraudulent.

Business

Response:

Dear [redacted],

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

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

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

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

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

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

Thank you.

Customer Care

1&1 Internet Inc.

Review: I have been a customer with 1 and 1 Internet Inc for over 6 years. But recently I started seeing $59.97 quarterly charge for a product/service that I have not purchased. I have been charged for 2 quarter already with the credit card information they have on file. I had called their customer service to inquire about this charge and was told a ticket has been opened with 'investigation'/QA team to look into this. After about 10 days, I got an email stating that this is a valid sale. There was no phone number to contact, and no proof to say why this is a valid sale.

I feel like I am scammed to accepting a product/service they offer and they won't even cancel the service, as they sy the minimum contract duration is for 1 year, which will result me in paying $239.88 for a product that I have not purchased.Desired Settlement: Cancel the product/service that they claim I have signed up for and refund me the amount they have already charged my credit card.

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 [redacted]) 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. All three invoices have been refunded - One will clear out the balance and the other two will post back to the payment method on file within two weeks. This is $59.97 x 3.

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.

Regardless, I believe a organization which has credit card information of client should not start charging for a new product or service based on a phone call offering 30 days of trial for that product and automatic enrollment there after. The right thing to do, is for that organization to contact the customer again, to verify if they'd want to continue with the service after the trial period. I never once tried this product that 1 and 1 offered.

Review: This company cold called me Nov. 8,2012 to pitch me a product called MyWebsite. I was never made aware of the terms or conditions of the contract and never accepted them. Today I called them to complain and request a refund. I was then referred to the cancelation department with whom I tried to complain but was told to email the issue to [redacted] which resulted in an email that suggests that I will continue to be charged for the remainder of a 12 month contract that I never requested, or agreed and have never used. I have seen a page for the first tine today at [redacted] which they put together without my knowledge or suggestion that is not based on any request a request by me for more information. I have access to that page to change it but it only speaks of bicycles not because of any consultation with me but because many of the web address that they secure for me are bicycle centric. This seems to be a very boilerplate sales operation and I get so many emails from them and did not catch the charges till today. My credit card has been charged erroneously.Desired Settlement: That 2 charges of $29.97 be refunded and not charged charged additionally.

Business

Response:

Dear [redacted],

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

We will offer our customers this MyWebsite service at a special rate of $9.99 per month. We do not immediately pressure customers into any 1-year contractual agreements until we feel the customers have had an opportunity to try the service first-hand. This is why we offer the 30-day free trial before any minimum contract terms (MCT) or special offers are initiated.

At any point and time, customers trying this service for free can cancel it through the online cancellation website ([redacted]) with their Customer ID and password. That would remove any obligation of service and is outlined at the point of sale. After the 30-day period has concluded, customers will roll into the $9.99 rate which is billed at 3-month intervals.

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

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

As such, we have since removed you from your 1-year contractual obligation. We have set the contract to cancel with an immediate effect. In this, you will not be billed or invoiced for this service in the future. In addition, we are refunding both $29.97 invoices for this service and the credits will post back to the payment method on file within two weeks.

We apologize for any confusion caused throughout this process.

Thank you.

Consumer

Response:

Hi Revdex.com,

Review: I recently paid a $105.00 bill at 1and1.com I have 10 domains and websites that I take care of. One of which I had just recently bought. You have to renew them once a year, they are all paid for until 2014 as well as my hosting plan being paid in full. I went to the page where you can manage domains and hosting plans as they said to do, I turned off auto renewal for my domains. I get an email saying "We are sorry to see you go". Well, I call tech support and ask why I would be getting such an email and she says "Oh that's just a canned response because you turned off auto renewal". I asked her specifically "So my domains have not been canceled right"? She said absolutely not. Okay I hang up and an hour later all my websites are down. I call back and they said well you canceled them. No, I turned off auto renewal. Well this has went back and forth for over a week now. So I get this email from them:Dear [redacted] (Customer ID: [redacted]),Thank you for contacting [redacted]As requested, we can undo the cancellation of the above domains, but doing so will reset the billing cycle on the domains. This means your domain renewal fee for the next year will not be charged at its expiration date as normal but you will be charged currently to pay for the next year of registration (after your domain's expiration date). Essentially you are paying further in advance for the next year of registration and you will continue to be billed at an earlier date rather than at the domain's expiration in the future. Therefore we must confirm that you understand these conditions and wish to proceed with the void of cancellation. Please do reply with your decision and if you wish to proceed, be sure to include the last four digits of the credit card on file for account verification.So basicly they want me to pay next year in advance and thereby holding my domains hostage. I own them.Desired Settlement: They want me to pay a year in advance when I have already paid them for the domains. I own them, they are mine, why can I not get them back? It was THEIR mistake not mine. I want my domains back and I should not have to pay for them again.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here. The domains in question were canceled as opposed to just disabling the auto-renewal. Directions for correctly completing that process can be found here: [redacted]. You do not need to visit our cancellation site in order to accomplish that.

Now understanding that the domain were immediately/accidentally canceled and that was not desired, we've submitted a request to revive the nine domains and they will be ready in your Control Panel within the next 24-hours. When an invoice generates for those revival fees, the same amount as regular registration, please send an e-mail to [email protected] and/or my work address directly, [redacted], and we will promptly reverse the fees for you as a courtesy and in light of the confusion caused. For your reference, this is outlined under Case ID [redacted]

I hope this better clarifies and proves helpful to you. Thanks for your patience throughout the process.

Sincerely,

Customer Care

1&1 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: They knew I did not cancel the domains because I called them after getting the first email from them saying "Sorry to see you go" . I immediately called them and told them it was not supposed to be canceled, only auto renewal was turned off in their software panel. After informing them of the email tech support told me not to worry because it always sends that email when auto renewal is turned off. I then thought my domains were safe. The next day they were off. After many calls and emails they were trying to make me pay one year in advance for something I already owned. Their fault not mine. Sorry but I will not let this go because I think they have it setup that way to trap people off from A: Turning off auto renew so it's easier to dig into your pocket thereby forcing you to keep it on. and or B: Once you choose auto renewal OFF you are forced to buy the domain again. If you cannot turn off auto renewal in that panel for a domain without it canceling the whole domain immediately then why is it even there?