1&1 Internet, Inc

Review: 1and1 is the giving registrar, [redacted] is the receiving registrar. I have contacted 1and1 via email four times and via email three times. My most recent call I was given from 1and1 ticket #[redacted]. My domain name is unlocked and I provided the auth-code to the receiving registrar as provided by the giving registrar. 1and1 stated the received the transfer request on July 27th, however it was submitted on July 25th. 1and1 has advised me that they release domains 5 days after the request is received, per ICANN rules - however, per my phone call to ICANN and my own research, that is 1and1's policy and not ICANN's policy. At any rate, today is 5 calendar days from July 25th when I requested the transfer to be completed but 1and1 is advising me that they received the email July 27th so it will no be released until August 1st. The request was sent via email on July 25th so I do not think it is likely that it took 2 days to receive it. What happened is that I didn't receive a transfer release email from 1and1 until July 27th, which I immediately authorized. However, I should have received that on July 25th, when initially the transfer was requested. Our website is developed and we are ready to go live today (well yesterday we were, actually) but cannot until the transfer is completed from 1and1 to [redacted]. Our overhead is more than $1k a day which is being wasted while we are sitting here waiting for transfer to complete. Additionally, 1and1 when transferring the domain changed our DNS settings which were directing site to our servers and now the site is down displaying a generic 1and1 link farm "default page" instead. This caused Google to suspend our AdWords account which once our page is back up, will take 1-2 business days to review, which is a direct result of 1and1 changing our DNS settings during transfer.

1and1 can release our domain name immediately, per ICANN policy, but refuses to. 1and1 has to release our domain name today, July 30th, per ICANN policy, but refuses to. I have made repeated contacts to 1and1 to try and simply get our domain name released. At this point, I am not seeking compensation for lost potential revenue, which is large, or wasted overhead expenses - either or both which would be in the thousands. I have email confirmation that the request was made on July 25 so if the domain is not released today, I will explore those options.

[redacted]. [redacted]

President

[redacted]Desired Settlement: Transfer my domain to [redacted].com today, July 30. No other outcome is satisfactory.

Business

Response:

Dear [redacted],

Please note that domain [redacted].com has since been transferred away, as we expedited the process for you:

Domain Name: [redacted].COM

Registrar: [redacted]

Whois Server: [redacted]

Referral URL: [redacted]

Name Server: [redacted]

Name Server: [redacted]

Name Server: [redacted]

Name Server: [redacted]

Status: clientTransferProhibited

Updated Date: 31-jul-2013

Creation Date: 10-feb-2010

Expiration Date: 10-feb-2015

Normally and in accordance with ICANN, domain transfers can take up to five days to complete. The domain was unlocked on July 25, 2013, the transfer was initiated on July 27, 2013 and we expedited this for you, allowing it to complete one day early on July 31, 2013.

I have also refunded Invoice #[redacted], the last fee for domain [redacted].com and the credit will post back to the payment method on file within seven to ten days.

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

Sincerely,

Customer Care

1&1 Internet Inc.

www.1and1.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?

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: 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: Close to a month ago I bought a domain from its registered owner and decided to move it from their ISP to mine (1and1), I contacted 1and1 via email to find out how to do it and after receiving their explanations I went ahead, therefore I changed the original servers (i had a database on it from the website I was building) and moved the domain, however I noticed that the domain showed on my 1and1 control panel as a external domain, at first I thought it would a few hours, but nothing till today. After several emails to 1and1 complaining without a clear response, I was told that the domain was still on its original ISP, I complained some more and even provided the auth code for the transfer. I was finally told that there was a bug on their servers but that the situation had been reported to the developers, since then the problem hasn't been solved and now I don't even get replies. I am unable to open work email accounts or post my website live. My company is not based in the USA and I don't know where else to do or go, thank youDesired Settlement: Either solve it today or provide me the details to move elsewhere and refund

Business

Response:

Review: Purchased hosting on 4/22 for web domain. Received acknowledgement of purchase. 24 hours later contacted provider requesting information on when service would be activated. Was told to wait 48 hours and contact "security" at a specific email address. At 48 hours and no activation, contacted provided address. Address was a phony and resolved to support, who told me to contact "security." I asked how to cancel instead and was provided a link to do so. Link to cancel only returns an "Internal Error 500" page. Provided link to disable automatic billing renewal cannot be accessed. Support non-responsive. Credit card does not currently report charges but am concerned it will be impossible to not "auto-bill."Desired Settlement: Auto-billing immediately ceased and NO charges made, my credit information purged from their site, my account information deleted, a formal apology, and this be a warning to future potential customers.

Business

Response:

Review: After cancellation of my domain name they continued to bill me and I had to call [redacted] to block them from billing me. I called them and they assured me that they had cancelled my account. Then they gave my account to [redacted] Collection Services. This will hurt my credit.Desired Settlement: Adjust my bill to ZERO balance and remove my account from [redacted] collections system IMMEDIATELY.

Business

Response:

Review: In 2010, I closed my small business company and called 1and.com tech support to remove all the services and hosting. The only thing I asked them is to have my domains parked on their site. I called them to take care of this. Tech support person told me that they will take care of it. Since then, 1and1 company has been charging me 17.88/year. So past 3 years, I have seen charges and they have been billing me for it. When I called on 2/26/2013 asking for verification, the billing department told me that they have no inside to it. Tech support said, they don't know.

So....why they are charging me...looks like 1and1 don't have any clue. Well, I never used the email feature, in fact I don't know what it is.

1and1 company do not have proper code of ethics and practices. I feel like they slapped this extra feature to get more money from me.

[redacted]Desired Settlement: I want 1and1 company to refund $17.88 per year for past 3 years.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

We received the following e-mail from you on Jan 12, 2012 10:16PM

from e-mail address [redacted], so it looks like you knew

the account was still active at that time and were utilizing services: Hi

I was out for past 8 weeks for familiy emergency. Had no access to

email. I cameback to renew acct and looks like it is locked. Please

unlick and process my payment without penalty. Credit card company

decided to send new card with new number in Dec. So you were not able to

process the payment. Customer : [redacted] I did update payment info.

Thanks. Prior to that, we had not heard from you since Dec 29, 2008 10:57AM - There is no conversation on file from 2010 where you inquired about a downgrade with one of our agents, though the package was switched a couple of times throughout the years. On December 27, 2005, it was switched to a MS Home Package, on December 29, 2008 it was downgraded to an Instant Domain Name Package and on January 28, 2010, it was upgraded to an Instant Mail Package.

Your account has since been canceled in full with the assistance of our Retention Department. As a courtesy and in light of any confusion caused throughout these processes, I can refund the latest three invoices on file. The total refund here will be $61.84. Unfortunately, we cannot refund the last three years of service, as your account was knowingly still active and you were utilizing our services. Our charges would be based upon the availability of the service and not the actual usage - Much like your cable television provider. If any aspect was unwanted, it could've been canceled at any time by visiting our on-line cancellation site or calling into our Cancellation Department. The $61.84 credit that I have issued will post back to the payment method on file within two weeks and with the account now closed, nothing further will generate in reference.

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

Sincerely,

Consumer

Response:

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

Regards,

Review: On 31 December 2013 I registered for free internet website builder through 1 and 1. After attempting several times to navigate the website builder I found online products to be very inadequate for my interest and needs. After logging out I began receiving emails for attempts to procure payment on about 1 February 2013 from my debit card. At that particular time my balance was low and they were unable to. I sent email explaining that I didn't like their services and was never given any login information that would allow me to cancel the trial period. They responded with an ID number and with it I was able to set a password and login (as the initial signing up automatically logged me in.)

They explained in email how I can go in and cancel the user account and this was done on 5 February 2013.

However they refuse to close this account and continue to attempt to debit my card for services not rendered or desired, and repeatedly sending me emails telling me to pay for the services.

February 5 & 20, March 6 & 8 I have sent direct emails asking that this account be cancelled as I am prevented from doing it per their website and instructions. I have used Internet Explorer, Google Chrome and Safari yet neither browser will allow me to complete process of cancelling this account. And I have explained this very clearly to them multiple times to no avail.Desired Settlement: I wish that this online company remove any and all account personal information associated to a trial period for website design.

I wish that they stop attempting to procure payments from my debit card.

And that they refrain from emailing me further.

Business

Response:

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

Thank you for contacting us.

Our apologies for any confusion caused here.

Your account was created on Dec 31, 2012 under a 30-day free trial. Beyond that trial, it enters into a one-year billable contract. You attempted cancellation via our on-line cancellation site on February 05, 2013, but that was outside of the trial period, so cancellation has been set for the end of the minimum contract term - This being Jan 30, 2014.

What I will do as a courtesy is override that date and also clear out the outstanding balance of $14.97. In doing this, there is no further action required on your end.

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

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

--

Sincerely,

Consumer

Response:

Revdex.com:

I wish to continue with my complaint against this company and despite there response to resolve this matter at issue. Reason for this decision to continue this complaint refers to the attached PDF for which the same company continues to procure funds for an account that should be closed.

Until they cease from these attempts I wish to continue with my complaint with the Revdex.com.

[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 secured a domain name, [redacted], from this company on 9/26/2011, and the domain was up for renewal on 9/26/2012. My husband and I decided that we didn't want to renew the domain because we didn't end up using it and wanted to let it expire. I logged into the control panel and went to the Auto Renewal page to set auto-renewal to "Off". As many times as I set Auto Renewal to "Off", it never showed up as "Off" on my control panel. Thinking this was just a programming glitch, I finally gave up after trying 3-4 times. I figured it was at least in their system as "Off".

We had a second domain on that account, [redacted] which we were notified was up for renewal on 3/21/2013. This was another domain that we did not want to renew, so I logged in again, but found that our account had been locked and I was unable to turn off Auto Renew. When I called the company's customer service department, I was informed that our account had been locked because the other domain, [redacted], had been renewed, we hadn't paid, and now owed an extra $18.95 in penalties on top of the $10.99 for renewing the domain (which we didn't want to do in the first place). I told their representative what had happened, and he assured me that if I paid the amount owed, they would credit us at least the late fee, but that he had to charge me the full amount so that I could unlock the account. They would not refund the amount of the domain renewal because "they incur expenses with renewing a domain and have to charge" even though I thought I had turned off the renewal. I was also told that if I didn't pay at all, our company would be sent to collections over this bill.

When I checked my credit card statement, I saw the charge for $29.94, but not the refund of $18.95 that I was assured would also show up on my bill.Desired Settlement: Honestly, I think their Auto Renew function is purposely not functioning correctly so that customers are forced to renew their domain names for another year whether they want to or not, and without their knowledge. I feel this is the case because when I tried to turn off auto renew on our second domain, I had the same issues. If 1&1 does not fully refund the amount they charged me - $29.94 - they should at least refund the amount I was promised when I called in, the $18.95 in "late fees".

My husband and I are web developers and have been for nearly ten years. We have dealt with MANY different domain and hosting companies for our own businesses and for our clients, and have NEVER in all that time had a company go ahead and renew a domain without a valid credit card on file. 1&1 should look into their policies and think about not renewing domains until they have been paid for as other companies do.

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 03/16/2013.

We will deactivate all package features on this date.

Review: I am on a DO NOT CALL list and this company keeps calling.Desired Settlement: This company can send me $50 to cover all minutes used to communicate their lack of removing my number from their DO NOT CALL list when it is not suppose to be there in the first place.

Business

Response:

Review: I have canceled my accounts with 1and1.com 3 or 4 times starting in November 2012. I continued to get billed every three months and each time there is a new account or domain that I have never heard of, nor purchased. Each time I contact them I get an automated response about going to their cancellation page, which I have gone to and completed every time. Each time I receive a conformation email that my accounts have been cancelled and then 3 months later I get billed again.Desired Settlement: I need the money back for the invoices they have wrongfully charged me and I need them to cancel ALL accounts for good and NEVER send me another invoice. I do not have services with them any longer.

Business

Response:

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 Unlimited package as of 05/22/2013.

We will deactivate all package features on this date.

Invoices #[redacted] and #[redacted] have also been canceled and the credits 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,

Your 1&1 Internet Team

1&1 Internet Inc.

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: I was contacted by outbound team and was offered a website builder. I am not sure if I accepted or not but I NEVER used the product. I was charged $60 for 3 months and will be charged $60 every 3 months. I tried contacting by email and phone asking to cancel but I was in a contract. I am now bound to pay that amount for one year without ever using the product and they will not let me cancel it. Any other company in the united states has a return policy. I have called and email several times asking for a supervisor for 6 momnths and only got to speak with one after countless hours last week. He got back to me and said the outbound call was legit and there can be a buyout. FOR WHAT? For something I never used? They can have the first $60 charge if they want but they will not accept just that. I have to pay a termination fee for something I never used. I did not call them for the service - they called me! Its just fair they cancel the plan and refund me. NOW I am in collections and will ruin my credit for this incident. I am reasonable - keep my $60 and call it a day. For saying yes to a sales call I am out $60 bucks. UNFAIR.Desired Settlement: Cancel the service - refund me the 60 I am paying the collection agency to save my credit and refund me the first 60 I paid them. My account number is [redacted].

Business

Response:

Dear [redacted],

Our apologies for any inconvenience or confusion caused here.

I can confirm that Contract [redacted] - The MyBusiness Site Plus Package was canceled as of May 23, 2013 and no further charges will generate for it. I can refund both $59.97 invoices that had generated since it was added on Oct 25, 2012, however to receive them, you will need to update the payment method on file as the current method expired in March 2013. The $119.94 credit has been issued and can post back to a valid payment method within 7 - 10 days. To update the method and ensure the funds are received, please contact our Billing Department at [redacted]. You can reference Case ID [redacted] when doing so, which outlines our conversation here. Again, the contract has been canceled and we've refunded both invoices for it. To receive the issued credits, please contact our Billing Department to update the payment information on file. With the account closed in full, nothing further will generate in reference.

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

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Consumer

Response:

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

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

Regards,

Review: In the last year there was an initiative to promote 1and1's new site building tools. Users were signed up for a trial period for the service over a phone call regardless of their preference for or against getting the service. At the end of 30 days, a 12-month contract was automatically applied to an account without getting prior approval, and no notifications or alerts were sent detailing the nature of the contract or even simply stating that it existed. I was unable to cancel the service during the trial period. And after that 30 days the only notification that a contract was applied to my account was being given a receipt for the service -after- it had already started. I was given no chance to cancel an unwanted service and have been locked into a 12-month minimum contract for something I didn't want and won't use. I've already cancelled the service but am expected to pay for the remainder of the contract.Desired Settlement: I would like to receive a refund for the fraudulent charges made to my account, as well as a waving of the remainder of the 12-month contract's fees.

Business

Response:

Dear [redacted],

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

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

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

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

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

As such, we have since removed you from your 1-year contractual obligation. We have set the contract to cancel with an immediate effect. In this, you will not be billed or invoiced for this service in the future. In addition, we have refunded both Invoices #[redacted] and #[redacted] and the credits will post back to the payment method on file within 7 - 10 days.

We apologize for any confusion caused throughout this process.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Consumer

Response:

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

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

Regards,

Review: 3 domain names are being transferred from the 1 and 1 internet registrar. Customer services refuses to expedite the process. Case number is [redacted].Desired Settlement: Release the domain names to the requesting registrar.

Review: 1and1 has repeatedly "accidentally" charged me for domain name renewal costs in the past. This time, when two of my domain names were coming due for renewal, I made sure that the auto-renewal feature was turned off. Mysteriously, within a week or so before the expiration date, the auto-renew feature was turned back on. I initiated a support ticket to their Customer Service group and made it clear that the domain names were NOT to be renewed, and that the auto-renewal feature should not "accidentally" happen again. After back and forth discussions, with proof shown (screenshots, prior emails, etc), I was assured that the domain names would not be renewed. Two days after expiration, one of the domain names was renewed, and an invoice generated, along with a charge to my credit card. I notified 1and1 of the error and gave them 24 hours to resolve it, but they still didn't do so. I have kept copies of all email traffic between the company and I, as well as screenshots of their control panel where I turned off the auto-renewal (multiple times!). Note: a simple google search will show that 1and1 has done this same bait-and-switch process many times, to many customers. Although I have not filed legal or criminal complaints against 1and1, this borders on criminal fraud. I would alternatively consider pursuing legal action should this remedy not suffice.Desired Settlement: Refund of the charges, cancellation of the domain (removal from DNS records; it should not have been renewed) and the firm and assured promise that none of my other domains will be auto-renewed EVER. An apology would be nice.

Business

Response:

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

I sincerely apologize for any inconvenience associated with the renewal of the

domain: rcclans.com.

We are going to completely cancel this domain for you, and refund

you in the amount of $14.99. You can expect to receive this refund to the

credit card on file within 3 to 7 business days. In order to avoid this matter

going forward, I would like to let you know what occurred. According to our

records, you changed the Auto-Renewal setting for: rcclans.com to “On” as of

10/4/13 in your 1&1 Control Panel. Afterwards, on 10/7/13, you then changed

the Auto-Renewal setting to “Off.” This is the same date that the domain in

question was set to renew within your account. Due to the Auto-Renewal having

been changed to “Off” on the same day of its renewal, you were billed for an

additional year. For future reference, please be sure to have your Auto-Renewal

settings on “Off” prior to the actual renewal date for any domains that you no

longer wish to have. Once more, I apologize for any inconvenience that has been

caused here.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Consumer

Response:

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me. Assuming it actually occurs; the refund has yet to show up on my account.

Review: I received two letters on 6/3/14 from a debt collector, [redacted], saying I owed a total of $108.86 for an account to 1 and 1 Internet, Inc., for the creation of a domain name. I don't have an account with 1 and 1 Internet, and I do not own any domain names. This account was set up fraudulently using my name. The account used a mailing address, email address and paypal account which are not mine and I do not have access to. When I called 1 and 1 to discuss this, they directed me to the security team. After explaining the situation and stating I knew this to be fraudulent, the 1 and 1 member I spoke with stated they didn't believe me and would mark this as not fraudulent. This is mainly because the fraudulent domain name includes in part the name of the company I've worked for 7 years, information that is easily accessible online, though they didn't have any information about me, including a correct email or mailing address. I called again later asking for further information, and the employee I spoke with only said an investigation had been done and they deemed it not fraudulent. That investigation involved asking me one question (did you set this account up? The answer being no.) I asked that the account me closed, but they said without me being able to verify the account information (like the mailing address and paypal address) I couldn't close the account, only the owner could. However this account is apparently set up under my name, making me the 'owner' though I can't access any information about it. I am filing a police report for identity theft, but 1 and 1 Internet has not been helpful in closing this account which is clearly fraudulent.Desired Settlement: I want the account terminated and the debt of $108.86 removed from my name. I did not set up this account, and someone has stolen my name in order to create it. This is identity theft, and I want 1 and 1 to recognize that and cancel this debt.

Business

Response:

Review: I have continually tried to cancel this service but the company keeps wanting me to pay and is trying to extort money from me by threatening to send to a collection agency. This company knows full well I cancelled the service, have continued to respond to them to cancel it but they will not stop dunning and threatening me. They are unethical at best and possibly illegal at worstDesired Settlement: They deserve to go out of business, but I will push forward to get them to stop contacting me.

Business

Response:

Review: In October 2011, I opened an account with 1&1 in order to try their website building service. I was informed by their commercials and representatives over the phone that the free trial would apply and if I was not satisfied with the service, I could cancel risk-free within the trial period. My husband and I tried the service by registering the domain name [redacted] and found the website templates to be too basic, navigation too difficult and the overall quality not fitting the image I wanted to portray for my website. The foreign-based customer service team did a poor job of assisting me with both technical support questions involving the 1&1 online system and my account related questions. As a result, I cancelled the membership within the trial period with a representative over the phone and they said there would be no further billing or obligation on our part.

More than a year later, I received bills from 1&1 and they threatened to report to credit bureaus if I did not pay the charge. So I paid the charges with my [redacted] card. The 1&1 customer service representatives refuse to help me over the phone and tell me to go through the cancellation process again. Because of their refusal to cancel the service, I have come to Revdex.com hoping to get a resolution to the problem.Desired Settlement: I am requesting no more charges to my credit card and refund of charges already billed to my husband's ([redacted]) card in the amount totaling $221.88 (billed $110.94 on 1/9/13 and $110.94 on 1/14/13), as of 3/5/13.

Business

Response:

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 Professional eShop + Dual Advanced package as of 03/09/2013.

We will deactivate all package features on this date.

Invoices #[redacted] and #[redacted] have also been refunded and the $221.88 credit 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,

Review: I had called to cancel my account, the account was never closed. I also did not give them updated credit card information. At this point they have placed me in collections with a third party vendor, placed this "past due amount" that was never authorized on my credit. They still refuse to speak with me or close the account. When I spoke to a rep the email the sent me in return stated that they froze my account to get my attention to pay. This is horrible practice.Desired Settlement: I want this debit taken off my credit. This was not authorized at all, so why should I be held accountable and pay for not resigning an agreement with this company?

Business

Response:

Dear [redacted],

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

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

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

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

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

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

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Consumer

Response:

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

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

Regards,

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: