1&1 Internet, Inc

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: 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 used to use 1&1 for two websites. I was dissatisfied with 1&1 regarding a service issue. They could not fix the issue and it took a lot of effort to cancel service. I paid the last bill owed and asked not to be contacted. This was almost a year ago.

They did not respect my request and sent me emails asking me to update or maintain a website I cancelled. After a few emails requesting privacy they ignored it and sent an email about canceling on there site. Which I already did in the past.

I do not want any websites operational or to pay them any money for a service I cancelled.Desired Settlement: 1&1 does not respect my wishes as a customer and I have some sort of phantom account. I do not want my name or bank account associated with them.

Business

Response:

Review: I had requested that my account be closed approximately 1 year ago. Since that time the company has kept the account open, billing me thus generating charges owed to my banking institution. During the past 9 months I have written, called, filled out an online form 4 times, and filled out a paper form twice that was mailed to me by this company. I have not used not visited this site in many many months. I have been in constant contact with this company and have aregued to have this account closed. The company has sent me notices that they have had no record of these requests despite the fact that an employee Alexander, had confirmed the closure of my account last week. However I am being asked to repeat the closure process over and over and the company has flat out refused to close the account. We are going in circles with no hopes of this company actually making any effort at all to close this account. However they have left the account open, accessible, and online even though I have not honored a single invoice since 2013. IT is my belief that 1and1 has kept this account active and kept billing me in an attempt to rack up unwarranted charges. I have complied with their closure process countless times and yet the account remains open. I have called, emailed, written, and visited their site to close this acount but they flat out refuse citing their inability to discuss my account with me online however they can send my personal information in an email online repeatedly. I have threatened legal action as advised by my attorney and yet this company still refuses to close the account. MY company has since then sent an invoice to this company in the amount of $225.00 to cover damages incurred by their mismanagement of this account. However they refuse to make payment and demand my payment instead. I have warned this agency that I would take this matter to the Revdex.com and they still ignore the closure and today I have recieved another invoice. Please help me obtain a closed account status from this company so that my banking institution will not longer recieve their debit requests resulting in overdraft fees. I would like restitution for the hardships and inconvience caused by this company and their inability to govern their own systems and accounts.Desired Settlement: Account closure with confirmation and restitution for damages and charges from my banking institution resulting from these fraudulent charges. And ultimately to cease contact with me as they hound me weekly for payment that I do not owe.

Business

Response:

Review: I had signed a 1 year contract agreement with 1 & 1 Internet. My contract ended in July, but hey continue to bill me as if I was still under contract. I have sent many emails, and had to close out a checking account just to keep them from stealing money. I have repeatedly asked them to correct this, and they will not listen, now I am getting phone calls from them, and they must cease thisDesired Settlement: I would like them to honor the 1 year agreement as I did, and quit billing me for services I am not even using.

Business

Response:

Review: Well, maybe it does involve a health issue (my mental health). I could literally use all of the options in the drop down menu, as I have I have been trying (unsuccessfully) to reinstate my domain that was hosted by 1&1. After about 20 phone calls, being transferred around between 4 different departments, who all gave me incorrect* information I realized that I was part of this scam that they have going with [redacted]. They told me that if I paid them $100 that my domain would be unlocked and I could reinstate me account. So I did, they said it would take 4+ business days to verify my payment, and in that time they transferred the ownership of my domain to [redacted]. Now I am stuck. I can't buy back my domain and the reason that my account with 1and1 went into collections is because they signed me up for a "free" service that ended up costing $30 a month and I tried to cancel it several times with no success because they put you in the email "circle of death" when you call their customer service dept. no one knows what is going on. They tell you to call back because their computer systems are down or whatever nonsense they can think of.Desired Settlement: I would LOVE to be able to buy my domain back and re-launch my website. I am a POOR recent college grad trying to start a business and this scam artist corporation has done a really good job of trying to discourage me from doing so. I am so frusterated! 1and1 is the WORST company I have ever had to deal with. I would also LOVE to see them shut down, but I doubt that will happen.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here. Your account, [redacted], was canceled due to excessive nonpayment, which is a breach of contract. Prior to that taking place, we sent several failed payment notifications to the e-mail address on file ([redacted]) and also locked the account in the hopes of grasping your attention. I understand that you have since paid collection agency [redacted] in order to bring your account within good financial standing; unfortunately, that did not take place prior to the domain being expired for more than thirty (30) days.

Thirty (30) days after expiration passes, the expired domain is held by [redacted]. If you wish gain access to domain rawswim.com at this point in time, you will need to contact [redacted] directly via [redacted] The domain will remain with [redacted] until at least until July 29, 2013. [redacted] will be able to explain their plans for the domain and if you're able to regain access of it through them directly.

This matter has escalated to a point where 1&1 cannot currently offer direct assistance. Had we been contacted prior to the account being terminated for nonpayment and prior to the domain being expired for so long, our abilities to assist would have been much more expansive. Unfortunately, the only direction we can provide now is contacting a separate company, [redacted], who the domain has since been released to. The account and domain name were not paid for when with 1&1 and were terminated as a result.

Understanding that you paid [redacted] for an account that can no longer be activated on our end, we will extend the courtesy of refunding the latest invoice from Jun 18, 2012 (#[redacted]) back to you in the amount of $39.96. Additionally, we'll refund the $18.95 late fee that was incurred when the account passed to the collection agency. These credits will post back to a valid payment method within 7 - 10 days. If you need to update the method to successfully receive these credits, please contact our Billing Department via ###-###-#### and reference Case ID[redacted]when doing so. Please note that the department will be able to help you receive this refund that I have issued but will not be able to help redeem the domain at this point in time, as we've described the circumstances surrounding it above.

I hope to have better clarified here, and thank you for your patience and understanding throughout these processes.

Sincerely,

Customer Care

1&1 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: The removal/opt-out of my personal information from their web-site (that they are actually selling for a profit).

I initiated contact twice with my formal requests to opt-out my personal information but they don't respond in any manner.

Web-site involved: [redacted]

Opt-out the following private/unlisted personal information:

I have addition supporting documentation (.pdf's) to send you via email in support of my request too.

Thank you for your help in removing my private personal information from the web-site.Desired Settlement: Removal / Opt-out of my private personal information from their web-site [redacted].

Business

Response:

Review: We were doing a trial of a product and decided it was not for us. We cancelled and it accepted and confirmed by 1&1 internet via email. We were also credited $26.00 for the unused portion of those trial services.

However, 6 days later our checking account showed a debit in the amount of $97.00. It shows as a Recurring Debit. We have no business at all with this company and these monthly recurring charges are unwarranted. After spending time talking to someone in billing they were unable to solve the problem and said they would investigate further. I then received an email telling me it was a credit for unused services. This offended me as I am not stupid and know a debit from a credit on my bank statement. I sent copies to the billing department and have not heard anything from anyone.Desired Settlement: Put the money back in my account and do not charge me again in November. STOP the re-occurring debit.

Business

Response:

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

I sincerely apologize for any

inconvenience caused here.

According to our records, you had been billed in the amount

of $ 97.99 on 9/24/14. Due to the promotional

rate at the time, combined with the account cancellation, we refunded you in

the amount of $ 58.00 on 10/1/14, and then an additional refund of $ 26.66 on

10/10/14, amounting in a total refund of $ 84.66 for the unused portion of the

server that had been set up. There have been no other charges, as there are no

other accounts under your name, or associated with your credit card. If you

contact your bank or financial institution, they we be able to confirm the

charge and refunds stated herein with you.

In regard to the initial payment showing as a recurring

charge under your bank statement, that would be due to the fact that any active

services rendered by 1&1 Internet are based upon a recurring billing

system, as long as the account is functional. In your particular case, there

will be no further charges against your credit card, since the account has been

completely canceled.

That being said, in order to assist you with this further,

even though the majority of the payment made has been refunded, I will refund

you the initial charge of $ 97.99, in full, on top of the already processed

refunds you have received. Please allow 3-5 business days for this refund to be

completed and returned to you.

Once more, we apologize for any inconvenience that has been

caused here.

Thank you.

David M[redacted]

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Consumer

Response:

[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: There was another charge on 10/20 for another $97.99 that shows on my bank statement as a recurring charge. I am guessing if it is not corrected on your end I will be charged again on 11/20 and again and again and again until someone there can stop it. I can stop it through my bank for a fee but I should not have to do that.

Review: I CANCELED MY ACCOUNT ON-LINE BEFORE THE NEW BILLING PERIOD HAD STARTED. I CANCELED MY CREDIT CARD TO BE CERTAIN THEY WOULDN'T CHARGE IT. 1 AND 1 INTERNET BILLED THE CARD AND IT WAS DECLINED. I CANCELED THE ACCOUNT BEFORE THEY BILLED MY CARD AND THEY WANT ME TO PAY FOR THE ENTIRE BILLING PERIOD (3 MONTHS AT $59.99). THEY SENT THE BALANCE TO A COLLECTIONS AGENCY. I HAVE BEEN UNABLE TO REACH A FAIR CONCLUSION WITH THIS COMPANY'S PATHETIC CUSTOMER COMPLAINT DEPARTMENT.Desired Settlement: I DON'T OWE THIS COMPANY ANYTHING AND THEY NEED TO ACCEPT THAT. REMOVE ANY REMAINING BALANCE IMMEDIATELY.

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.

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. Not surprisingly, 1 and 1 Internet's response is not accurate. They had an opportunity to correct their error and choose not to. I would not have needed the Revdex.com if they would have done what was right from the start. Thanks for the help.

Regards,

Review: I was signed up for a product ( 1&1 MyWebsite) without my knowledge during the purchase of a domain name. An unapproved website with incorrect information was displayed. I found the website and called the company to have it taken down and figure the situation out. They told me it was a free trial, that had expired and I had agreed to this contract. I have not agreed with the contract or the website. I was then told I had to go online and cancel the contract. That if I just paid the first bill (for 3 months of service I didn't want that it would be done). I was not happy that I had to pay this, but was willing to make it go away. I followed all of their steps online, and just received a 2nd bill via email for another 3 months. I called, and they said even those I canceled in May 2013, they are still making me pay the contract for a full year.

I am an existing customer, and just want them to do what they told me they would by canceling the contract.Desired Settlement: I am an existing customer, and just want them to do what they told me they would by canceling the contract with the effective date of May 2013.

Business

Response:

Dear [redacted],

We understand that you were unhappy with the contract terms that revolved around Contract 43868533 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 Invoice #[redacted] in full and the $59.97 credit 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

Review: 1&1 internet inc has sent me a bill for account [redacted] saying I owe $10.99 for services and $18.95 for late fees. I had only signed up with one year of service which I had paid in October of 2011. On October 2012 they without my knowledge automatically renewed my contract for another year but failed to provide services from October 2012 to current. I was not notified of the renewal until I received a letter from [redacted] that my account was in collections. I do not understand why they would send me to collections when My first annual contract was completed as agreed and then the second one which I did not agree to did not even have any active services for the period they are trying to charge me for.Desired Settlement: I would like the company to remove the charges and notify [redacted] and the credit bureaus and issue me a formal apology letter for loss of time spent on this matter and the stress caused by the 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.

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.

Review: In October of 2013, we discovered numerous unauthorized charges hitting our business accounts from various companies during a fraud investigation. 1&1 internet was not revealed during this investigation and so they did not show up on our radar. 1&1 internet was apparently debiting a [redacted] account which was set up by an unauthorized employee or employee's cohort. The [redacted] account was determined unauthorized and closed almost immediately. After beginning to receive emails from 1&1 claiming that our charge account was being declined, we deemed it is spam or phishing and blocked the sender and categorized as junk mail. After a new network and a new installation of [redacted], we started to see the emails again. We began to respond to the emails from 1&1 with a demand to cancel. An occasional response from 1&1 was that we needed to log in to cancel the account. We are unable to log in because we have no idea what the log in is since we never officially opened that account. Our replies went without adequate responses since we could not log in to an account that we had no idea of. The email exchanges did not produce results and so today, I stopped being productive so that I could make the phone call to their offices. I was told that it was a fraud case by the first agent and then transferred to the fraud agent. He immediately informed me that this was not fraud and was not interested in talking with me further. He told me that he was going to transfer me back to the cancellation agent but when I asked him to tell me what qualifies as fraud....I immediately was transferred to a "We are closed..." message and subsequently hung up on.

This company makes it impossible to cancel their services regardless of a customer who just wants some answers to the amount owed, was there any activity¥ on the account that would help us determine who might have ordered it and so on.

This is very poor business and appears like a scam to get people signed up and not allow them to cancel or find out more about their account. They should be investigated.Desired Settlement: I would like for some consideration to be paid to my interest in finding out more about how this subscription was executed. The date and any other information that we could discover. Also, since it is clear, according to the first agent I spoke with, that this account has never been accessed or used in any way. Really?

I am requesting a credit to the account and a reasonable person to settle this with.

Business

Response:

Review: On December 31, 2012 I ordered and paid for the first year domain name from 1and1.com. Several days after a sales representative called me telling me that they will have staff to design a website for me to preview and if I am happy with the design I can pay and own the design. But I never received any emails or calls regarding that website design.

On April 4, 2013 I found that 1and1.com charged me $29.97 for a service I never agreed and they do not have my authorisation for the charge, I called to understand it was a service called [redacted]', since I never have a website from 1and1.com, I told the 1and1.com representative to cancel that service, close my account, delete my credit card information in their system. I got the refund and they told the account is closed and my account information is deleted too.

But when I received my June bank statement, I found there is a charge of $59.87 charged by 1and1.com on May 7, 2013. I called both 1and1.com and my banker that I do not agreed to the charge because I never request any service from 1and1.com. My banker told me they will temporary refund me the $59.87 and will give 60 days for 1and1.com to explain the charge.

I also request 1and1.com to provide me the record and evidence they claimed they have, they never response to that, instead they sent me three emails threaten me that they will lower my credit score and they will send collective agents for the money.Desired Settlement: I would love them to stop threaten me, contact me and close my account and delete my personal information in their system.

I would love to share with all consumers about their poor business practices.

Thank you very much

Business

Response:

False information regarding the ability to cancel account. When you login to cancel it forces you to call in to activate your cancelation. At which point it gives you the information to cancel:
Cancellation Information -
You have scheduled your 1&1 contract for cancellation on the below mentioned date.
We find it hard to lose you as our customer and very much regret your decision.
Final step: activate your cancellation
You can reach us 24 hours a day and 7 days a week.
Cr : **SSN**
Reference Number :
Give us a call
You can reach us 24 hours a day and 7 days a week.
(+1) 866 258 5616
The first person I spoke with refused to cancel my account. Advising that there is no way to do it after outside of normal business hours. At which point I requested a manager. I was placed on hold. The person came back and then cold transferred me to another agent. The next agent was able to cancel it after 20 min. The agent that was helpful was John on the server team.

This is company is a joke. I purchase dozens of domain names every year and these folks are the absolute worst hosting company I've ever done business with. I responded to one of their 99 cent "domain sale" promotions and reserved a domain. The checkout process was just like any other and after I provided payment information, I was taken to the typical checkout completed screen. Thinking my domain name was secured, bought and paid for, I checked it off my list. 2 days letter I get an email from them saying that I had to supply personal documents for identification purposes. I then checked on W[redacted] to see if my domain had indeed been reserved. It had not been. Fortunately, nobody else had grabbed it out from under me in those 48 hours and I was able to secure it with one of my other regular hosting companies. This is a fraudulent business practice that exposes business owners to incalculable loss. Registration of a valuable domain name is a serious business and in this particular case, the name could have easily been poached by someone else during the 48 hours I was exposed. No other major hosting company requires additional personal ID documents prior to registering a domain. If they did--they'd be out of business. In any event, 1 & 1 had a DUTY to disclose this at the time of registration. Failure to do so is a blatant fraudulent practice. This kind of behavior is both unprofessional and illegal.

Review: They have failed to provide service that agreed and paid by customer. Their customer service fails to help the customer. The discontinue the service without any notice. They fail to respond the complaint. They offer very limited customer service. They deny to bill by mail. They won't follow up if customer request or complains. Their service and billing service is very poor. They are web provider but most of the time the email and webpage has disconnection. Their service does not worth the money paid by customer. If you ask to talk to management they won't connect you to right person.

They want automatic payment but they change prices without proper notice or any agreement from customer. Accounting people of the company are very irresponsible and not trustable.Desired Settlement: They should refund the payment for the time they fail to provide service, very long duration. They need to pay he damage they caused to customer regarding the failure of service and email that is not working. They need to change their billing system to standard and acceptable by same businesses in their industry.

Repair their broken web services including website and email services.

They need to train and monitor their customer service representatives and manage them by professional management team to respond responsibly to customers.

Consumer

Response:

They have failed to provide service that agreed and paid by customer. Their customer service fails to help the customer. The discontinue the service without any notice. They fail to respond the complaint. They offer very limited customer service. They deny to bill by mail. They won't follow up if customer request or complains. Their service and billing service is very poor. They are web provider but most of the time the email and webpage has disconnection. Their service does not worth the money paid by customer. If you ask to talk to management they won't connect you to right person. They want automatic payment but they change prices without proper notice or any agreement from customer. Accounting people of the company are very irresponsible and not trustable.

I've been a 1&1 customer since Aug 2007 and have had a constantly positive experience. I mainly use 1&1 for domain names and DNS but also a bit of web hosting. The UI has gone through a few changes over the years but has always been usable. Uptime has been great. Customer service has been awesome the few times I've had to deal with them. I've used quite a few hosting providers and 1&1 has constantly been at the top of my list.

Wow what a great company!!! They helped me get my business online with a professional looking website. Their customer service is always helpful and patient with me. They go above and beyond to make sure my issues are resolved. Great prices, great support, and a professional website. Highly recomend.

Review: I have written and asked this company to NEVER contact me again. They emailed me and advertisement yesterday October 3rd. I just want them to go away and stop contacting my personal email.Desired Settlement: Just make the stop contacting me, I hate this company, I want nothing to do with them, just make the go away.

Business

Response:

Review: I registered a website domain with 1and1. My request to register website [redacted] usually takes 24-28 hours. After this time period was passed with no update, and no registered domain - I had reached out to 1and1 with no response.

I called the company and they told me to wait an additional 24 hours and guaranteed a resolution.

Since, it has been over a week, with 3 case numbers, 6 phone calls, and 7 emails - I have only received 2 emails from them apologizing but not giving any terms to resolution. my phone calls have ended with no resolution and when I ask to be escalated to a supervisor they say they cannot do that.

There has been NO transparency. This is costing me money by keeping me from launching my website.Desired Settlement: I wish to have my website registered and finalized, and a refund for the time wasted.

Business

Response: