1&1 Internet, Inc

Review: Received a charge from 1&1 in January of 2013. I asked them to close any account that had for me because I did not want to use their services. They told me they would. Received another charge from 1&1 6 months later (July 18). Was told that I had 2 accounts and I only requested 1 to be closed. Had a thorough conversation on the 20th of July telling them I wanted nothing else to do with them and they guaranteed that all accounts had been closed.Desired Settlement: July 18, 2013 charge reversed.

Business

Response:

Dear [redacted],

Sorry for any confusion caused here. Accounts are dealt with on an individual basis and canceling one would not automatically close out another. We are happy to confirm that Account [redacted] was successfully canceled as of today, July 22, 2013 and I've refunded Invoice #[redacted] in full for you. The credit will post back to the payment method on file within 7 - 10 days. Thanks for your patience throughout this process.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: They have sent me a letter saying I have an outstanding balance due of $8.99 and that they are going to send me to a collections agency. I have never even heard of this company and do not even know the types of services they provide and have never purchased anything from them.Desired Settlement: to stop contacting me and to lose my personal information

Business

Response:

Review: I was enrolled for some plus package without my consent by their sales person on October 24, 2012. Despite several email complains the company has failed to take necessary action against the sales person and continues to charge me on my credit card every three months. Last time I was issued a credit note on January 08th and I was assured that I will not be charged again. I also made multiple reqests to the company to listen to my phone conversation with their sales person when I refused to enroll during his sales pitch. Its a nightmare to deal with this company and just because I made a mistake of purchasing just a domain name from, they continue to charge my credit card every 3 months.Desired Settlement: Please make necessary changes to my account once and for all because I do not have time to do this exercise every 3 months. I never enrolled for any service and please remove 1&1 myWebsite-Plus Pakage from my account. I would also like to hear about the actions that you have taken against the sales person after you review our conversation.

Thanks

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 Invoice #[redacted] and the 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 and 1 Internet began charging me for a service, "1&1 MyWebsite - Plus Package package". When I disputed the charges, 1 and 1 Internet began the process of investigation. Their sales team may have recorded the phone call. I do not remember if they asked permission to record me. When 1 and 1 Internet deemed the contract as "Valid", I asked for a transcript and/or recording of the sales call. I was denied this sighting "these recordings are strictly for internal training and Quality Assurance purposes only and therefore, cannot be released." If the recordings are for Quality Assurance, then it should be released to me as well, the consumer.

If 1 and 1 Internet cannot provide me with proof of the phone call either in transcript or recorded form, I dispute ALL CHARGES, based on the fact that 1 and 1 Internet has offered NO PROOF that I agreed to a "1&1 MyWebsite - Plus Package packaageDesired Settlement: I believe 1 and 1 Internet has the responsibility of proving (to me) that the sale of "1&1 MyWebsite - Plus Package package" was valid by transcript and or recording form, or they should refund all services billed to me for "1&1 MyWebsite - Plus Package package"

Business

Response:

Review: Cancelled in 2011.

Company failed to provide refunds of $9.99 in 2013 and 2012.Desired Settlement: Refund in FULL.

Business

Response:

Dear [redacted],

Sorry for any confusion caused here.

In looking into the account, we advised you via e-mail in April 2012 that we're unable to cancel via e-mail request for security reasons. As such, we asked that you please call into our Cancellation Department or visit our on-line cancellation site.

The account has since been set to cancel as of May 22, 2013 and there is no further action required there. I will refund Invoices #[redacted] and #[redacted] for you as a courtesy. Please allow 7 - 10 days for the credits to post back to the payment method on file.

I hope that proves helpful and thank you for your patience throughout this process.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: I cancelled service with 1and 1 within a week or two of setting up the service in November of 2013. Not only did I not get a refund, but they charged me for the entire year and then sent me another bill in November 2014.Desired Settlement: I would like the refund I was promised November 2013.

Business

Response:

Review: This business and their customer service stinks plain and simple. I had cancelled some of my domains and they were trying to charge me for them on a much later invoice. I explained this issue to them and it took many emails to get them to understand what was going on. They said they could not stop the charge, so I stopped the charge myself via my financial institution. One month later they credited me for the domains I had previously cancelled and been charged for, and they blocked my account because of the chargeback by my credit card company. First of all, they tried to fraudulently charge me and I had to make them understand they were in the wrong. After blocking me they said they would need me to fill out a form stating basically that I was in the wrong, and that would unlock my account but I would be charged the original amount and a fee. Why am I being charged a fee? They were trying to commit fraud. I understand "mistakes" happen but the way this was handled was beyond ridiculous. They then tried to tell me they caught the mistake and issued a refund which is a lie because I caught the mistake and had to fight with them to give them a clear picture of what exactly needed to happen. Terrible customer service. No trying to please the customer here, no admittance of wrong doing, and just plain disappointing. Furthermore they have failed to notify me of when my upcoming domains were to be auto renewed(as they have always done in the past) and this resulted in me being charged for domains I no longer wanted but I am not committed to paying for because 1&1 are thieves. Terrible. Terrible. I have cancelled my account and I am not trying to get a basic invoice for whatever leftover I owe so I can be done with this company forever.Desired Settlement: I have cancelled my account and I am not trying to get a basic invoice for whatever leftover I owe so I can be done with this company forever. Just want this documented, 1&1 to be informed of this complaint, and for others to have the heads up of this business and their less than honest practices. Thank you

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

In looking into your account, I can see that our Billing Department has

confirmed that you were incorrectly charged for some domains on Invoice

#[redacted]. Our system caught this and automatically issued a credit

of $-153.86 for you as a result. The credit was issued on March 21,

2013 and we then/later received a chargeback from your bank on March 25,

2013. With a chargeback dispute there is strict protocol that 1and1

much follow. As a result of the dispute the full charge of invoice,

$505.54, will be reversed and returned to you by your bank or card

provider. This will result in an outstanding balance on your 1&1

account. Because we have already issued a refund for the incorrect

billing to the payment method on file, you will be responsible for the

entire amount of the disputed charge on a top of a $20 chargeback fee.

Please note that if the balance is not resolved it will go to a third

party collections agency. I can certainly ensure that the account is

successfully and immediately canceled out for you now. The chargeback

form that we have referenced above can be found here, and then sent in

to our Billing Department: Chargeback Authorization Form - [redacted] .. If you contact us after receiving

the refund from your bank and sending in the chargeback form, I will

return the remaining amount of $351.48 back to you as a complete

courtesy and in the hopes of resolving the matter for you.

Unfortunately, I would not be able to assist until those two actions are

completed. After they are, you may contact me through this portal or

via my work address which I always have access to - [redacted]

I hope that better clarifies and look forward to hearing back. Thank you.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: I registered domain names with 1and1 2 years ago as they were having a great deal on the domain names at the time. In the past I have registered domain names with [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], and probably several others that I'm forgetting. All of those registrars have a policy in place where they do not purchase the domain names from their own financial account, but instead they wait until my payment has cleared to them and then they continue on with the renewal process of the domain names.

1and1 does not do this, instead they pay for the registration out of their own financial account (or at least I assume that's what they do), and then they try to charge my account on file. Living in 2014, my credit card company issues a new card every 3 months because some store I was at got hacked, so my financial information is almost never up to date because of that. Again, at any other registrar (not 1and1) I've dealt with, I would receive a few emails, and then a phone call (because again, it's 2014, you can't assume that I have read emails) reminding me that my domains are up for renewal and that I need to update my payment details before I can proceed.

It's my understanding that they send out a few emails, which end up in my spam folder, and then carry on until my payment gets rejected and they threaten to send me to collections. In the past year they have called me 2 or 3 times to get me to upgrade to a website builder package, all times I told them I wasn't interested and to stop calling about that particular package. I find it incredibly shady that they can call customers 3 times about a product they clearly don't want, but they can't call 1 time to let them know that they have domains up for renewal (I still haven't received a phone call from them about my domain names that are going to collections in 7 days).Desired Settlement: I will NEVER buy from 1and1 ever again. Among my friends I am the go-to person for technical questions, and I'll be more than happy to redirect them to [redacted] or another 1and1 competitor when they need help with a website. The business practices of 1and1 are not just shady, but they threaten to ruin your credit score by sending you to collections, all without ever trying to call the customer.

You need to start billing the customer directly. If their account details are no longer valid, you need to call the customer to find out what is going on. For people like myself, I purchase a domain name, attempt to create the product I want, and when it doesn't work out I pack up shop and forget about it. The domain then doesn't get renewed because the account information isn't valid and it's business as usual. This sort of policy isn't just important for myself though, it's also important for people who think they took off auto-renewal and actually didn't. The customer shouldn't be threatened by collection agencies because of a technical glitch.

Until you change your business practices I will continue to buy domains from some other registrar that actually cares about their customers.

Business

Response:

Review: They gave me notice several months ago that I should pay in order to keep my website open. I didnt pay and they still kept the site open then several months later sent me a bill for internet use. Which I did not use ONCE.

Business

Response:

Dear [redacted]

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

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

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

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

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

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

Thank you.

Customer Care

1&1 Internet Inc.

Review: I used the services of [redacted] which assured me that the name attached to a phone number was available. After paying $9.95, I got a message that no name was available.The service is supposed to be guaranteed and I have asked for a refund.The company will no longer respond.I've noted on several websites like this one[redacted]That this company is essentially a fraud.Desired Settlement: I want my money back -- $9.95

Business

Response:

Dear [redacted],

You have raised a complaint against a website that we host, but unfortunately, we cannot intervene as the customer is not in violation of our Terms & Conditions. When a complaint is raised and the customer is hosting inappropriate material, or is copyright'ing another company, our Legal Department will take over the claim. This does not fall into that spectrum, and your agreement was made with website r[redacted] and not 1and1 Internet Inc. directly. As such, I would advise contacting that company to further discuss and hopefully resolve. Additionally, I have reached out to the account holder ahead of time on your behalf, and asked him to please send an e-mail to the address you have provided so you can work towards amicable resolution. We do not have access to the money transactions that took place between yourself and the company and cannot refund it as a result. Please continue contact with [redacted] who would better be able to look into/address your questions and concerns. The customer has not violated our Terms & Conditions and we cannot intervene, remove the service, etc.

Thank you for your patience and understanding here.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: Company directed me to switch server packages when I wanted to delete 2 domains and drop to a cheaper package, did not tell me my wife's credit card would be billed so much up front, called on 8/9/2013 for refund, Refund invoice took 4 days to go through (8/13/2013)... then she has to wait an additional 3-5 days before she will see the money. My wife can not pay her credit card bill on time because of their carelessness because. I should not have had to pay for a new domain, and other fees because of their guidance error either, but I'm just tired of dealing with their "phone support".Desired Settlement: Because of the runaround I got, I feel 12 months of complimentary service at the current package they have me signed up for is adequate compensation.

Business

Response:

Dear [redacted],

Sorry for any confusion caused.

According to our records, Contract [redacted] was upgraded to a Starter LX 36 months term (03/2013) Package on August 01, 2013. The terms of that package should have been outlined for you within the Control Panel when switching. I see that the contract as a whole has since been canceled and you've been issued a $-160.34 in light of the confusion caused. The credit was issued on Aug 12, 2013 and will post back to the payment method on file within 7 - 10 days from that point.

Sorry again for any confusion caused throughout the process, and thank you for your patience here.

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:

It is merely stating what has already been done. I did not orignally want an upgrade... and this is not compensating me any for the confusion. I exoect no less than what I asked for in my original complaint.

Regards,

Review: WE established a hosting for domain and homepage for address [redacted] MORE Than THREE years go. We paid programmer to build the homepage and published it to customers who bought and ordered coffee and other products. While ago, we noticed customers were declining and orders were not as many as before. Shortly we learned that a few of our customers could not go to the homepage we had, hosted by 1 AND 1 Inc. We tried the homepage at [redacted] and many of the pages and button, and functionality were not working. In fact, the whole homepage was lost. We contact 1and1 in March 2014 and to find out what happened. Since we had not make any changes to the account or homepage. Surprisingly, 1and1 Customer service said :" Maybe you changed it yourself.". Of course we did not, we even did not know until our customers brought to our attention that the homepage was not like before. This is the loss of service, loss of data, security and lack of back up and service. They told us they could not put the lost data back. We lost our business due to the service lost.Desired Settlement: We need our Homepage to be put back. The same way it was before. They advertise that they have back up service. If they do, they have to show it here now. - WE need refund for the months service was lost. - We need money to re-build or we need them to put it back using back up copies. - We should find remedy for the business we lost, more than $10000 now. thanks.

###-###-####

Business

Response:

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

I sincerely apologize for any

inconvenience that has occurred here.

As this particular matter is that

of a technical nature, I have had my Technical Specialist investigate the referenced

issue further. Listed below, is his synopsis of what has taken place, and why

your website is not working properly.

……………………………………………………………………�...⇄ />
A contact to support was made and logged within Case

[redacted] on March 26th, 2014. This contact was made because

the site of the domain [redacted] was not responding correctly. Our

Support Team had determined that the domain name was pointed to a directory

which did not contain any data. The data appeared to be located instead

in the root of the webspace here:

The domain was re-pointed back to this directory and the

website was then showing up as normal.

During this same issue, a second issue was brought to the

attention of the support agent. The navigation bar was only resolving a

single page. The Support Team informed you that we do not provide

scripting or website design support, and the call was then outside of the scope

of our support area.

I have done some additional investigation in this regard

even though it has been 28 days since your initial contact logged by our support

team(s). Working under the assumption that nothing had changed, I felt

this was a good place to start.

When looking at the website it is clear that the navigation

bar at the top is a single large image which is linked to a single page.

For example:

[redacted]

This is clearly listed in the index page of your website as

a single href:

# [redacted]

[redacted]

Thus, it appears to be working as designed. If this is

not the correct behavior I would suggest modifying the code of your website to

change this. The other pages work when called directly, for example:

1&1 does not offer scripting or website design

support. This is covered in our Terms and Conditions which are a

requirement to acknowledge in order to purchase services. The full Terms

and Conditions are listed here:

----

3.1.3.

1&1, either directly or through its assignee or

licensee, shall provide Technical Support relating to Your Web Site. Any and

all requests for Technical Support may be refused by 1&1 with or without

reason, in its sole discretion. Any Technical Support which 1&1 may

subsequently agree to provide to you shall be at 1&1's sole discretion and

once commenced, may be terminated at any time by 1&1 without notice to you

and without any liability to 1&1.

----

Again, if this is a business critical service for you, I

would suggest updating your website with the correct code as soon as

possible. Since the issue would have likely been pre-March 26th,

it has been some time since the issue has been ongoing, and 1&1 has had no

contact from you since March 26th.

While 1&1 will happily make sure you have access to your

account, data and other services related to your account, we obviously cannot troubleshoot

issues with software or scripts not generated by our services. In the

instance where a mistake is made (removal of data from the webspace for

example) 1&1 can normally provide a backup of data upon request when

available. You may also provide the backup yourself via the Security and

Performance section of the 1&1 Control Panel. This will allow you to

restore data as you wish from the data available to 1&1. There are no

limits on this service and it is available 24/7. I do not see that there

was any request made to the Support Team, to perform a backup on March 26th or

any other date thereafter. The oldest available backup at this time is April

19th, 2014, which will obviously not cover the needed data which was

prior to March 26th.

At this time we do not see any issues with the service or

information provided by our support teams. Unfortunately, the issue lies

within the scripting of the website, which 1&1 cannot troubleshoot for you

beyond the basic facts listed above. We apologize for any inconvenience.

……………………………………………………………………�...⇄ />
Aside from that, in order to provide you with something here

in this instance, we are refunding you the last 3 invoices which have

generated.

Invoice #[redacted] – 04/12/14 - $29.97

#[redacted]

– 03/12/14 - $11.88

#[redacted]

– 11/13/13 - $52.38

Total amount of refund is: $94.23

Once more, we apologize for any inconvenience that has been

caused here.

[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 have lost so much business and money because of loss of this homepage that $94 does not help me at all. I need the homepage to be restored and working as it was before.Otherwise, I will file a lawsuit for loss of business.

Regards,

Business

Response:

Dear [redacted] (Customer ID

# [redacted]),

I sincerely apologize for any

inconvenience associated with the backing up of data and/or webspace.

As previously mentioned, any backups of data, websites, and

services, only extend for a short period of time. In your case and all other

cases, this timeframe lasts for 7 days. In other words, if you were to ask us

today, for the oldest backup we have under your account, it would be from April

30th, 2014. The reason for this is due to the amount of space that

would be consumed if we were to backup every one of our customer’s accounts,

for the life of their account here with 1&1 Internet, Inc., whether it be

emails, data, webspace, etc.

That being said, unfortunately, your request for us to

restore your website to its prior functionality dating back to March 26th,

2014, or later, is physically impossible. Along with that, 1&1 Internet is

not responsible to maintain any and all backups of your data/webspace.

Please see below as this is covered in our Terms and

Conditions, which are a requirement to acknowledge, in order to purchase

services.

----

3.1.8.

You are responsible for backing up Your Data on your own

computer. 1&1 does not warrant or otherwise guarantee that it will back up

your data or that data which has been backed up can be retrieved, and will not

be responsible for any archiving or backup of Your Data. If any of Your Data is

damaged, deleted, lost or corrupted in any way, or becomes otherwise

unavailable due to termination or suspension of your account pursuant to this

Agreement, 1&1 will have no obligation or liability to you.

The full Terms and Conditions are listed here:

Once more, we apologize for any inconvenience that has been

caused here.

[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:

Review: I recently purchased a Virtual Server package from 1&1 Internet and was emailed by their security assurance team to fax over a copy of my identification, including, but not limited to, drivers license, state ID, military ID, etc. The only ID card I possess is a Department of Defense-issued Privilege Card, which, under DOD regulations, may not be copied or transmitted in any way. Upon calling their "Security Assurance" department to resolve this, I informed them that I did not want to send information until I knew exactly what it was being requested for and I spoke to a supervisor regarding the issue as my family has been victims of identity theft previously. The associate I dealt with refused to do so and cancelled my account without my knowledge or authorization. I called back several minutes later and spoke to an agent by the name of "Steve" who informed me that "If I didn't like it, I can go somewhere else. We don't have time to deal with this." I have filed a Revdex.com complaint under my father's name previously against this company for unethical collection processes, and, despite them saying "we've changed", it appears they have not.Desired Settlement: I first want to speak to a supervisor regarding the issue. I am happy to provide any other form of identity verification such as a pay stub or utility bill, but I will NOT provide an ID card that has personally identifiable information on it. I want my account re-instated. In addition, for the incredibly rude experience I received from 3 different associates, I would appreciate some form of compensation (although not required). My main concern is getting my account back up. I need it ASAP for a business project.

Business

Response:

Review: 1. The merchant is raising prices for their domain services in some cases by 50% maybe more. Their main excuse for this is that they are still cheaper than some other domain service providers. This brings to mind price-fixing or collusion but I doubt it can be proven. 2. The email announcing the new price-gouging is signed by a [redacted] who is supposedly in charge of domains. He lists his email address for replies. I emailed his address and some other person responded and refused to forward my email to [redacted] If [redacted] invites replies and lists his email address to contact him, I do not think I am being unreasonable by insisting on a response. If the merchant sends me something in writing, I expect them to honor it, no matter what it is. I sent two more emails and the merchant has refused to respond.Desired Settlement: Unfortunately I realize there is little the Revdex.com can do to make the merchant act honorably and treat customers fairly. This company's blatant disregard for customers and callous response are a new low even by today's standards. I will be looking for a new provider. I thought the Revdex.com should be warned about this merchant. If the merchant sends me something in writing, I expect them to honor it, no matter what it is.

Business

Response:

Dear [redacted],

Thank you for reaching out. As you've mentioned, an increase in prices for .com, .org, .info, .biz, .name, .net, .ca, .us and .ws domains will be implemented on July 01, 2013. From time to time, the domain registries increase the costs associated with registering a domain and in order for 1&1 to stay competitive and continue to offer you excellent services, we then make changes to our pricing structure. We still consider these prices extremely competitive in comparison to other registrar companies and hope that you also see this and will remain a customer with us throughout the change. Please note that this increase will have no effect on free, included domains within your package and still includes the ICANN fee and private registration. Thanks again for reaching out and for your feedback here – We’d like to pass it along to our Sales and Marketing Teams for review.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

I did not expect much in the way of a resolution from the merchant, but I do need to know the exact date the prices will change. The email I copied into my complaint says the prices will not change before July 1. The merchant response from [redacted] says they will change on July 1. I have already received renewal notices for domains expiring in July.

Can you please ask the merchant to verify if the renewals I have already received will be at the old or new prices? If I have already received renewals I think they should be at the current prices, but either way, I need to know this information to close the complaint. I will transfer any domain that will be renewed at the new price so I need to know exactly when the terms will change. I also need to know how far in advance I need to start the transfer process in order to transfer my domain before it expires or before I am billed.

Again the questions are

1. When do the new prices start? Do they start with renewal notices after July 1 or do they start with any domain renewing after July 1 *even* if I received a renewal notice before July 1?

2. How far in advance do I need to start the transfer process to a new provider?

I am also attaching 1 and 1's yelp page. I have not had a really bad experience before this but I did not realize with 49 reviews they have an average of 1 star. I think this says more about their customer service than my complaint can. They obviously don't seem to care about customer service or what people think of them. That is not the kind of company I can support.

Thank you to the Revdex.com for you help.

Regards,

Business

Response:

Dear [redacted],

We have a Billing Department that is in place to answer any billing questions that may arise under an account. For future reference, their contact information is as followed: [redacted].

To answer your questions:

1. Any renewal that takes place beyond July 01, 2013 will reflect the new rates. If your domain is set to renew on November 13, 2013, it will renew at the new rate. Any domains ordered prior to July 01, 2013 will get the "old" price. If you order a new domain on June 20, 2013, it will be whatever price opted for and explained during check-out process. Since it will renew the following year, which is beyond July 01, 2013, it will reflect the pricing increase that you are referencing. Any renewal that takes place beyond July 01, 2013 will reflect the new increased rate. This has no affect on any free/included domains within a package.

2. Transferring a domain away to another registrar company can take five days to complete, as outlined here: [redacted] .. We advise customers to begin the transferring process at least one week prior to the actual renewal date to prevent the renewal with us and subsequential billing that will occur after the renewal takes place.

We offer a tool where you can monitor all domain dates and it can be found here: [redacted]

If you have a question with a specific domain under your account, you can contact our Billing Department who will run a search and provide the relevant information for you.

I hope to have better clarified for you.

Thanks again for providing us with this feedback.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: 1&1 sent me the invoice #[redacted] of 08/04/2013 and #[redacted] of 11/07/2013.

Actually, I didn't agree to continue the service for the 2nd year when I purchased the domain from 1&1 in 2012. But they did charged me the 2nd year service fee. That's really unfair.Desired Settlement: I'm requesting 1&1 refund the money to me and cancel all further charge to my account.

Business

Response:

Review: We received a bill from 1 and 1 Internet Incorporated regarding an account that a previous employee apparently set up. Upon receipt of the bill, we had the accounts payable department call regarding the nature of the company and what this bill was for. We have received no correspondence from this company since 2008 until this "final notice" bill. They asked for a password, email, or credit card verification to discuss account information, but we were unable to provide a password or email because the employee is no longer with us, the credit card was from 2008 and we have changed bank accounts multiple times, and the email on file was closed down when he was let go. Speaking to the owner was not acceptable to them without a password, which we still do not understand if he is listed as the account holder. The first billing agent hung up in the Account payable lady's face. We paid the bill without dispute to get the matter cleared up with a check for the exact amount shown on the bill. Today, two months later, we receive a notice from a collection agency that we have been reported for non-payment and we now owe a 12.00 processing fee, 18.97 collection fee, and the balance on the account. We explained to the supervisor that the account has not been used since 2008 and we paid it on March 23, 2013 via check. Then the supervisor informed us that they don't accept checks and just shredded it, leaving the balance still open unpaid. Strictly to clear the matter up, we attempted to pay the entire balance over the phone with them. They would not accept payment without a password. They said it was security reasons.Desired Settlement: We ask that the company simply accept the payment for the bill and the additional fees they imposed because they shredded our payment. We then wish to have them remove the amount paid from the owner's credit report.

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

-----

Dear [redacted],

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

1&1 MS Business Package package as of 05/09/2013.

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 05/06/2013. The domain registration will then remain active until 05/09/2013, at which point the domain will expire.

[redacted]: The auto-renew feature will be disabled for this domain as of 05/06/2013. The domain registration will then remain active until 05/09/2013, at which point the domain will expire.

[redacted]: The auto-renew feature will be disabled for this domain as of 05/06/2013. The domain registration will then remain active until 05/09/2013, 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: this company fraudulently charged my credit card on october 1 2014 for $239.88 for a product called a "virtual server" which I never ordered or have any knowledge of. I filed a fraud with my credit card company and they reversed the charge and closed the account. I then received a paper bill for $ 71.24 a month later from 1 and 1 internet with a phone# of ###-###-####. I did a conference call between my credit card company's fraud dept and this 1 and 1 internet company to resolve this situation. we first spoke with marcus, then jacob in cancellations, and finally steve in their fraud department. all 3 of them agreed that this was a fraudulent purchase and that they would cancel the account, adjust the bill to a 0 balance, and pursue their own investigation since they were able to track this fraud purchase to an ip address that went to some motel in Ohio. I was also assured that there would be no forwarding of this matter to a collection agency since they were able to close the account. I just got a bill from a collection agency named fma alliance in houston, tx showing a balance of $ 86.40 and that the assigned creditor is 1 and 1 internet. the collection agency phone # is ###-###-####. they will not give me any information or tell me how this got referred, but it is obviously regarding the same issue that started all of this and it has obviously not been resolved as promised. I tried once again on 1/26 to resolve this with 1 and 1 internet and spoke with jeff. he sees in the comments where I have done everything as I outlined, and that they should have closed the account and zeroed out the balance, but it was referred to collections anyway. he said he would escalate the issue to another team, but I can't have any faith that this will be done since I have been told this beforeDesired Settlement: I want this account closed and the bill adjusted to a 0 balance as promised, and now I want it removed from collections and to make absolutely CERTAIN that it does not get reflected on my credit in any way.

Business

Response:

Review: The nature of this web hosting service is one where amounts are pre-billed for a 3 month period. Since my company had closed toward the end of 2012, I attempted to cancel my service with 1and1 on January 2. 2013 at the start of my next billing period.

To my understanding, I had closed the account successfully and was paid in full. I did receive a courtesy call from the company in late January or early February (they will not tell me the phone number so that I can confirm it in my records), as I was in a vehicle at the time. At any rate, the representative on that call was seeing if my credit card had changed because my account was unpaid. When I mentioned that I cancelled the service, she noted that she saw the cancellation and realized the error. I asked if anything further was needed, and she confirmed that all was well.

Since then, I have received letters from [redacted] (a collection agency), and I filed a formal dispute with them. After several calls and emails with 1and1, they acknowledge that I attempted to cancel, but are claiming that since the cancellation was not fully processed, it is my obligation to resolve the matter with [redacted] So in essence, they are confirming that I made an attempt, they understand that I am willing to pay to simply resolve this matter, but they will not have the account pulled back from the agency and allow me to pay it. Further, they had a good phone number and good address on file for me, but instead chose to only email to an account that I thought had been closed (when I tried to cancel my service)...

From a consumer perspective, not only have they been unhelpful, unreasonable, and unwilling to resolve this matter, but they have been downright rude. In my most recent call, the agent essentially said this call is over and hung up on me, because we had reached the 5pm mark...Desired Settlement: While I tried to do this amicably and was willing to pay an amount of $38.97 to just make this go away, I am no longer willing to do so because of how they have treated me. At this point, I am only willing to pay the amount which I feel I owe, $0.86, the prorated portion (2 days) of the most recent billing cycle (January 1 to April 30) for which I did not pay.

Additionally, I want to ensure that I have no marks on my credit report from 1and1. I was a customer of theirs for over 5 years and pre-paid every billing cycle prior to the one in dispute which I feel is, at worst, a misunderstanding. Beyond that, I would like to speak with someone in regards to my interactions with their customer service department, as I have never felt so underappreciated and disrespected by a company, let alone one that I did business with for over 5 years.

Business

Response:

Dear [redacted]

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

As mentioned by the departments that you spoke with, 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.

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.

Consumer

Response:

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

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

Regards,

Review: I have been a 1and1.com customer for 4 years and host a number of websites at their hosting space. On March 4th 2013 at 6:00 am I woke up to receive an email from 1and1 stating that my website was hacked by external malicious code. I accessed tried to assess my website - [redacted] after receipt of this email and see the site hacked and a hacked page in place of our home page. I tried to access 1 and 1 website to resolve the problem by bringing the home page down. at 8:30 am I was unable to access the website. I called the 1and1 customer support and was redirected to the ABUSE department stating that they will be able to resolve the issue. I called the ABUSE department to be received by an extremely arrogant customer service rep and with no interest in my case immediately concluded that I should follow instructions on the email. When I tried to intervene to state that I am unable to load the site, where he continued to talk without paying any attention to what I wanted to say as a customer. When he finished, I asked him if he was done and he hung up the phone. All along he was RUDE, INSENSITIVE AND COMPLETELY IGNORANT to my issue. I called back and the called by received by another Representative name [redacted] I asked her to be connected to her supervisor. After keeping my on hold for more than 5 minutes she came back on the line to state the Supervisor DOES NOT want to speak with me and instead wants me to write an email to them in an email id or call another automated Complaints number. I had an opportunity to tell her what the issue was and she too stated that I should talk with Technical Support instead. When I told her that I was redirected by Technical support to this department, she abruptly redirected the line back to technical support.

at 9:30 am I spoke to another lady at technical support and was told that they are trying to resolve the issue and surprisingly they had NO ETA for the issue. I was to wait and continue to suffer losses in my business and to my business reputation and she could not do anything about it except for give me a ticket number.

At 2:35 pm the problem still remain unresolved causing be irreversible damage to my business and my customers who had entrusted me to maintain their websites through the hosting taken an 1 and 1.comDesired Settlement: 1. I will need a written apology for the RUDE and insensitive behavior by the male customer service representative.

2. Refund of at least One year of billing for the damages caused to my business.

3. Restoration of my website and access to the back end to administer immediately.

Business

Response:

Dear [redacted],

We sincerely apologize for any inconvenience experienced here. I am going to pass your feedback along in regards to the customer service exchange with our Abuse Department, onto our Quality Assurance Department for further review. They are responsible for applying additional training and/or discipline where they deem fit. I can assure you that that type of behavior is not accepted nor encouraged and we will address it on your behalf.

We also apologize if you’ve experienced any outage with regards to 1&1 services in any capacity. If so, this is because we’ve experienced a DDoS (Distributed Denial of Service) attack from overseas. These attacks are unfortunate, malicious attacks that are intended purely to disrupt service and cause downtime. Over this past weekend, between Friday and Saturday, we experienced such an occurrence. Although, due to fast technical responses and dedicated security teams, we were able to return as close to full functionality as possible before the next working week. You should be able to see such improvements. Granted, we are still working on the logistics of such an attack. As well, we are working to ensure that such an occurrence would not occur in the future.

We thank you for your understanding in this matter. We would like to assure our customers that we are doing everything we can. Additionally, we have issued three free months of service to your account (Contract [redacted] and its next Basic Fee hosting charge will be delayed by three months.

I hope this proves helpful and thank you for your patience.

Sincerely,

Review: Hello

We’ve disputed this from day 1 due to how incompetent and rude this company is. They had added a second website without our permission after we had mentioned we have another company and the name of it. The customer service representatives were extremely rude and they had mocked us. The website was never completed and the company took its time working on things. We had the [redacted] website for 2 months without it having been completed and we were being charged for it. We had filed a Revdex.com complaint and they had resolved the issue, but 1&1 now continues to harass us even after we had dealt with the situation. This is the second and hopefully last time we have to file a complaint with Revdex.com. Hopefully they'll stop harassing us.

Thank you.

Best regards,

[redacted]Desired Settlement: Give us the money they owe us and to stop contacting us. We want nothing else to do with them.

Business

Response:

Dear [redacted],

Sorry for any incovnenience caused here. We can confirm that the account was canceled as of May 22, 2013 and nothing further will generate in reference. The chargeback you filed in early June 2013 was won on our end, in that your bank sided with us and returned the disputed amount. As a courtesy and in no admission of fault, we will refund the only invoice back to you now. The $59.97 credit has been processed and will post back to the payment method on file within 7 - 10 days. We hope this proves helpful and thank you for your patience here.

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:

We are wanting a full refund for the second website the company had opened without our approval as well. After this, we don't want anything to do with 1&1 ever again.

Regards,