1&1 Internet, Inc

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: 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: 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: 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: 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

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: 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 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: 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: 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: With our permission, our 16 year old son had established a domain name [redacted], under my husbands name. Our son is now 18 and this account renewed automatically.

1. We are no longer interested in keeping the account.

2. Since we did not cancel in time...we are willing to pay the $10.99, but would like the acount cancelled now.

3. THE PROBLEM...They said we can only pay for this by the original way it was set up.

4. I've talked to them several times on the phone, since our son doesn't remeber the password to this account, and he no longer has his email acount, they will not let us pay for it????

5. They won't accept checks, credit cards over the phone, or pay pal...or let us set up a new email address on it....you can olnly pay it the original way it was established.

6. We just want to pay the 10.99 and cancel.......what am I missing here?

7. The account is past due and will be sent to collections.Desired Settlement: Accept payment through check or paypal and cancel account.

Invoice # [redacted] $10.99

Business

Response:

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 Instant Domain package as of 03/09/2013.

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 03/09/2013. The domain registration will not renew once it has reached the end of its current registration.

Invoice #[redacted] for $10.99 has also been canceled and 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.

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,

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: 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 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: 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: 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: 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: My e-commerce website is an 1 and 1 Internet eShop. For several months many of my customers have been unable to purchase items. After selecting items in my eShop and then clicking on "Go to checkout," customers get a message saying their shopping cart is empty and they are unable to complete and place their order! This has been going on for months and months. I have called and emailed 1 and 1 numerous times but they have NOT corrected this problem! This is the typical response that I get from them: "We understand that you want to get the issue fixed as soon as possible. As mentioned on previous emails, our system administrators are already aware of the issue and they are currently checking on it. However, as of the moment we do not have an estimated time frame as to when it will be fixed."Desired Settlement: This problem needs to be corrected immediately! It is imperative that my eShop is working properly and customers are able to place their orders and purchase items!!

Business

Response:

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: 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: I was called by this company for one month free web site. NO ONE mentioned I had to call and cancel . So I didn't. I had used the company before for a web name, so they had my credit info. When I didn't call they started charging my account $59.95 and told me I had 4 more payment of that.

THey wouldn't (or couldn't) change it and was too late, once this had gone through you can't cancel. SO I cancelled my credit card. OF course they are wanting their money and want me to fill out forms giving them more of my private information(IF I want to try to cancel) and if I don't do that they won't help me.

Here is ONE of the many emails I have received. They "say"in this letter below they will drop it if I fill out the form , BUT the form doesn't say that . It says IF I lose this dispute , I will be charged. IF THEY are the ones judging the dispute OF COURSE I will lose. They will contend that its their policy. (I lose!)

Dear ,

Thank you for contacting us.

Unfortunately, nothing can be done in this situation until the chargeback is dropped & that involves filling out the form. We're sorry for any incovenience or confusion.

Thanks.

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

--

Sincerely,

Customer Service

1&1 Internet Inc.

They have charged my account without my authorization or consent. I have called , emailed several times telling them to cease and desist and they WON'TDesired Settlement: I want my "account" to be cancelled with NO MONIES due to them. EVER!! They won't do it unless I give them more of my personal info ...and want me to sign something that they can charge me if I lose the "dispute".

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here. We understand that there were concerns surrounding Contract [redacted] - The MyBusiness Site Plus Package. Our Retention Department explained the minimum contract term in place for it and also refunded Invoice #[redacted], its only charge for you. After the invoice was refunded on May 28, 2013, we received notice of a chargeback on June 20, 2013. You are attempting to dispute an amount that you were already refunded, and as such, we cannot further assist there. I can certainly bring the cancellation forward and immediately cancel out that unwanted package for you. As far as the billing on the account, you would need to fill out the chargeback from as explained by our Billing Department to drop the dispute that is in limbo at current. You were already refunded the only invoice that had generated for the package, and I can attach confirmation of that below. The form that needs to be filled out and sent in can be found here: [redacted].

We are canceling Contract [redacted], have already refunded its only invoice and dropping the dispute will resolve all matters involving that package. When the form is received and processed, the account will become unlocked and if interested, you can continue utilizing the other package, Contract [redacted] - The Instant Domain Package that has been on the account since 2007.

I hope that better clarifies. Thank you for understanding our ability to further assist here.

Sincerely,

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 MyWebsite - Plus Package package as of 07/01/2013.

We will deactivate all package features on this date.

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

www.1and1.com