1&1 Internet, Inc

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: I purchased a couple of domain names from them several years ago and decided I no longer had a need for them, so I chose not to update my credit card info on their auto billing. I received an invoice on 3/25 which is more than 10 days AFTER the renewal and received no pre-notification that the account was up for renewal. I cancelled the account on-line the same day I received the invoice (3/25). I received another email today 4/11 stating my bill was overdue and that they would shortly be sending my information to a collection agency. I contacted them by phone and spoke with employee #[redacted]. I explained the situation and firmly asked that the charge be reversed as I did not renew (because I specifically did not provide a valid credit card). She refused and I asked to speak with a manager. After a lengthy delay I was told no one was available and I could leave a message. I did, but haven't nor expect to receive a call back. I went online and was not surprised to find numerous examples of other customers getting this same treatment. Although this is a small charge ~$10 and the easiest thing to do is just suck-it-up and pay it, which is exactly what they are expecting. For them to immediately threaten to send your non-payment to a collection agency, they are effectively trying to extort the money out of you in hopes of avoiding a black mark on your credit. It is obvious they have turned this into a organized system, because they even have an option on there automated call-center for "removing collection agency disputes"Desired Settlement: I have also filed a complaint with [redacted] States Attorney General in hopes they will act in my behalf. I expect that the charge be removed from my canceled account and that I will get no further charges or communications from them. I have never experienced any company trying to dupe you out of an annual fee, by purposely waiting until after the due date and then threatening you with a collection agent if the bill isn’t paid promptly.

Business

Response:

Dear [redacted]

Our apologies for any confusion caused here.

Domain [redacted] was renewed with 1and1 on 03/13/2013, prior to later being canceled as of 03/25/2013. The cancellation would've needed to take place prior to the renewal date to have prevented the process and invoicing. Please note that you were sent a domain renewal reminder in regards to this on Jan 23, 2013 12:01:48 AM - No preventative action was taken on the account at that time.

Now understanding that you were not interested in renewing services with us, we have since refunded the $10.99 registration fee. Additionally, I can confirm that the account is canceled and nothing further will generate in reference. The credit 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.

Our apologies for any delay or frustration you may have experienced in resolving this matter. Thank you for using 1and1 Internet.

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. HOWEVER, I reject their claim that I was sent an email on the date mentioned (Jan 23, 2013 12:01:48 AM). I use gmail as a service provider and have unlimited storage, therefore never delete email. I have three emails from 1&1 in the month of January, none on the 23rd, and all are advertisements, not account communications. I continue to question their deceptive business practises, and will never be a customer of theirs again.

Regards,

Review: I cancelled my accounts in full with 1&1 Internet Inc. and was told everything was good. Within a few weeks, I started getting several bills for each separate account for no service rendered. I called and emailed 2 different people in the company and they 'passed the buck' back and forth. I even received a credit notice from one department, but it wasn't recognized by the billing department. After multiple communications and directly requesting they provide me with information of what services they had provided me for that price, they just continued to send me the invoices, ignoring my multiple requests. I wasted more time and lost wages far more than the actual invoices trying to resolve this issue, and they eventually sent me to collections. The bills they claimed I didn't pay made no sense, and weren't even for the amounts they were originally asking me to pay. I ended up paying the collections demand in full to keep my credit clear, since I couldn't get anywhere talking to to the company.Desired Settlement: I paid a total of $161.92 to the collection agency. I would like that amount paid back by check or returned to my [redacted] account. Since NO services were rendered for the amount they sent me to collections over, it was unfair and would be considered extortion. The public should be aware of this companies shady business ethics.

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.

The solution they propose has not been completed yet, and the money is still to be returned; but I agree with the proposed arrangement, and withdraw my complaint as long as they fulfill their agreement and return my money.

Regards,

Review: This company called my library to express concerns about our website. I told the representative that I was not interested because we could not afford their services. I then asked to be taken off of their call list and she answered "Nope" and hung up on me.Desired Settlement: I'd like my library's number taken off of their list and I'd like a record of their behavior in the Revdex.com records.

Business

Response:

Review: I ordered a domain through 1and1.com. Which I was very pleased with. A week later I was being badgered by 1and1.com phone calls so I finally answered one morning after they woke me up and apparently agreed to a 30 day free trial for a 1and1 MyWebsite package to which I was told the monthly price after the first 30 days and nothing more. Shortly thereafter I emailed [email protected] and requested information to cancel the MyWebsite package. The response told me I had to call a number to cancel the service.

Then my girlfriend gave birth to my son. Needless to say, I was more focused on taking care of my baby son and forgot to cancel the package by phone. My card was charged for the first month of the MyWebsite Package. No big deal, I forgot to cancel the service over the phone even though I emailed the billing department with all the information to cancel weeks earlier so thats fair. Today I went to cancel my service and found that not only does 1and1 have a phone number to cancel services, but they also have a website to cancel services as well. Something they seemed to have forgotten to tell me in the email response from the billing apartment.

So I tried to cancel the service through the website and saw that the cancellation date was almost a whole year from now. That didnt seem to make any sense so I called the customer support line and was told that once I was billed for the first month I was automatically entered into a 12-month contract. A contract that states that I either pay the monthly fee for the next year, or I have to pay an outrageous cancellation fee. Now I dont want any of my services with 1and1 and am stuck either paying a ridiculous cancellation fee, or $20.00 a month for the next year.Desired Settlement: Cancellation of contract without a cancellation fee.

Business

Response:

Review: Over the past 2 months, I have told 1&1 that I did not want their "WebsiteBuilder Plus" service. I was informed that the service would be cancelled by phone and by e-mail. Then I get an e-mail stating that they were unable to charge my [redacted] account for this service and that they would lock my account. I wrote an e-mail to 1&1 again to inform them that I cancelled the Website Builder Plus service. They sent me an e-mail apologizing and once again confirming the cancellation of the above-mentioned service. Today, I received a call from their billing department again requesting payment for this service again. I explained to the lady I spoke to that I cancelled that service and she checked their records and discovered the cancellation of the Website Builder Plus. I thought this issue was finally resolved and when I went to check my web site, I received an error message that my web site does not exists. I logged on to their web site control panel to notice my web site is locked and their billing department is stating that they were unable to collect funds from my [redacted] account. No payment is due until March of 2015.Desired Settlement: Restore my web site and unlock it. Stop contacting me for payment for services I cancelled and also stop requesting payment from [redacted] until next year when payment is due.

Business

Response:

Review: The merchant in this case contacted my wife via telephone approximately 6 weeks ago, inquiring if she would be interested in receiving an upgrade to a product that was purchased several months prior. The earlier, initial purchase, for $10.00 (USD) was for one year's worth of internet domain. Upon the call by the sales person in late January/early February 2013 for the upgrade, my wife was asked if she desired to purchase/upgrade to a product called "MyPlus", or something similar, but she had no information as to what that service entailed or even what the cost was. The salesman continued and told her that he could send some information via an email for her to peruse. She told the salesman that receiving an email to look at the info would be okay, but that she could not authorize a purchase for such a product when she knew nothing about the product. The salesperson for the product agreed to send an email. That email was never received. What was received was a charge to our personal [redacted] credit card account in the amount of $59.97 on 02/11/2013 for the product disclosed in the telephone conversation. This was an unauthorized charge.

Once the charge was noticed on our credit card invoice, I contacted the 1&1 company immediately to request a refund for the non-authorized credit card charge. I was told that I would have to send an email to the company's "complaint department" to file the dispute. This was immediately conducted.

On Wednesday, March 6, 2013, I received, via email, an email statement from someone calling themselves "[redacted]" in Quality Assurance for the 1and1 Internet Company, that the dispute was reviewed and that the company had determined the sale was authorized. Upon receiving this email, I contacted the company telephonically and was transferred at least five times to individuals purportedly unable to assist me with the dispute. The email from [redacted] in Quality Assurance clearly advised that if I had any questions, not to hesitate and to contact the company. My first phone call on March 6, 2013, where after realizing that no one would take responsibility and even advise me who I should speak to in order to clear up the dispute, I asked for a supervisor or a supervisor's name. I was told there was no one, and then I was told that they were not allowed to give out supervisor's names. I was also told that I would need to file my dispute through email to the company's complaint department again, which made absolutely no sense and which I had already done. My initial email complaint to their complaint department is what resulted in the company email advising me to contact the company with any questions. I wanted to speak to [redacted], or someone else in Quality Assurance, and inquire as to how they arrived at the determination that the sale was authorized, when it clearly was not.

Eventually, when I asked for a telephone number to either the complaint department or to Quality Assurance, I was advised by 1&1 company employees that those departs "did not have a telephone number". Amazing. I asked again to speak to a supervisor, and it was then that the female employee I was speaking to, hung up the phone on me. My wife called back to speak with a supervisor or someone who could handle the issue, and she too, was hung up on. I immediately contacted the company's cancellation department and cancelled the initial authorized service that was paid for ($10.00 USD). When I asked to cancel the additional "service", the MyPlus service (which no one in this family ever used or ever authorized receiving), and which was added without our knowledge or consent, I was told that it could not be cancelled unless fees associated with the termination were paid along with the cancellation. Mind you, this was going to fees to cancel something never authorized in the first place. It was clear to me that this company was conducting its business in an unscrupulous and dishonest manner.

Following this ridiculous run-around by the company, I contacted my credit card issuer, [redacted], and asked that they block this company from future charges and that they begin the mechanism for disputing the charge from their end, card issuer to the merchant. I advised my card issuer that the company had hung up the phone several times while speaking with them and that they refused to provide either a contact telephone number of someone who could manage the issue or the name of a supervisor that we could speak to.

[redacted] advised that they would begin proceedings for the reimbursement investigation. I thought it would be prudent to advise the Pennsylvania Revdex.com for the Eastern part of Pennsylvania and Washington, DC of the unsavory practice by this company in charging my credit card for something unauthorized, and then to refuse to refund the amount when the misdeed was brought to their attention.

Thank you for your time.Desired Settlement: The company should immediately return the amount of $59.97 to my credit card to establish they they are credible. It is unfortunate that they choose to lose the $10.00 per year amount I was willing to pay for their hosting services, in lieu of generating the unauthorized charge of $59.97. Their employees obviously need training in customer service and how to handle a billing dispute honestly. According to the you, Revdex.com, this company has had 1,133 complaints filed against them with the Revdex.com in the last three years. Apparently, there is a pattern. Many of those 1133 complaints allege unauthorized charges on their credit cards. I hope there is something you can do.

Business

Response:

Dear [redacted],

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

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

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

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

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

As such, we have since removed you from your 1-year contractual obligation. We have set the contract to cancel with an immediate effect. In this, you will not be billed or invoiced for this service in the future. In addition, we are refunding its only invoice - #[redacted] - And the credit will post back to the payment method on file within two weeks.

We apologize for any confusion caused throughout this process.

Thank you.

Review: 1and1.com refuses to cancel my account. I signed up for their service over the phone and they and will not let me cancel my account. They have told me I must pay a cancellation fee of $99 in order to cancel my account. I never signed nor agreed to an contract with this company but they keep trying to justify that I need to pay a cancellation fee to end my "contract".Desired Settlement: To cancel my account.

Business

Response:

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 Dynamic Cloud Server package as of 05/18/2013.

We will deactivate all package features on this date.

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

IP address will be cancelled from our system as of 05/18/2013.

IP address will be cancelled from our system as of 05/18/2013.

IP address will be cancelled from our system as of 05/18/2013.

IP address will be cancelled from our system as of 05/18/2013.

IP address will be cancelled from our system as of 05/18/2013.

IP address will be cancelled from our system as of 05/18/2013.

IP address will be cancelled from our system as of 05/18/2013.

Invoice #[redacted] has been canceled out as well and will post back to the payment method on file within 7 - 10 days.

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: Good Morning. I am filing a complaint against 1&1 Internet, Inc on the following grounds:

1. excessive frustration in trying to resolve closing account.

2. continuous emails reminding of balances which I am not sure of.

3. having to spend 30-45 minutes each time on the phone, continuous emails back and forth. consumption of valuable time (I work two jobs).

4. their shrewd way of selling packages, then claiming it was valid.

When I spoke to them several times last week, and the several times before in May-June 2013, I was put through 4-5 representatives each time, but the matter isn't resolved. I went in and changed my credit details so they could resolve and close. but yesterday morning, I get another email saying there is a balance of $47 something and they charged it to my account- and the website won't allow me to take off my credit card details. I have asked my bank to block for any more statements from this company.

I want them to refund my early termination fee because of the stress, and time away from work it required. I want them to delete my cc details and my accounts. I will never do business with them again, nor will I allow anyone in my family or friends to work with them!

Thank you for your time.Desired Settlement: I want them to refund my early termination fee because of the stress, and time away from work it required. I want them to delete my cc details and my accounts. I will never do business with them again, nor will I allow anyone in my family or friends to work with them!

Business

Response:

Dear [redacted],

Our apologies for any inconvenience or confusion caused here. We would be happy to take a closer look into the matter for you, however the Customer ID Number in question was not provided for us. Please provide this in reply, either through this portal or to my work address - [redacted], and I'd be happy to further look into this for you. We look forward to hearing back. Thank you!

Sincerely,

Customer Care

1&1 Internet Inc.

www.1and1.com

Review: I have had to cancel or transfer all my domains from 1and1 because they continue to deducted domain charges without any advanced notice and when I do cancel they still charge me. This occured again when I cancelled by package with them and transferred my domain to [redacted]. 1and1.com still went ahead and charged me $14.99.Desired Settlement: I want my $14.99 refunded.

Business

Response:

Review: I own two domains I wish to move from 1and1 due to their shady sales calls still and I can't get them away. I managed to get several away already that were protected by 1and1's whois privacy. However these two will not be released as they will not answer the email that's going to their administration mailbox. When I contact them all the response is that I need to unprivate them. The problem in doing this is the fact that it then locks down the domain from being transferred for 60-90 days which spending so much time trying to transfer them already this is unacceptable. I can't wait any longer. In fact this has cost me an additional month on their service plan for webhosting while I try to get my domains away. I keep getting failed and this company just is absolutely unhelpful to the situation. Why would I need to unhide these 2 domains while the other 6 domains I did transfer that also had privacy protection had no issues. Account ID: [redacted]Desired Settlement: To answer the transfer emails being sent to thier mailbox and send them to the owning account. [redacted] - [redacted] - [redacted]

Its not that hard.

Business

Response:

Review: This company has locked me out of a Internet Domain ([redacted].COM) that I have owned for the last 15 years!

They will not correct the issues and they have prevented me from taking it to another provider.

When I attempted to move the domain to a new provider they deleted my DNS records, which prevent the domain from being used and stops ALL email from working.

They are holding my domain hostage!Desired Settlement: I would like a cash settlement for the downtime I have experienced, a refund of all monies paid for the last year of service and FIRST AND FOREMOST My domain DNS records restored so my email will work and I can transfer my domain away from this company NOW!

Business

Response:

Review: After repeated efforts from my part, 1AND1 has failed to respond to my requests to remove my private information from the WHOIS records of a handful of cancelled domain names that I no longer own. The domains were registered private before the cancellation took place. They made my information (including a home address) public without my consent. Now they claim that it is out of their hands. ICANN says it's 1AND1's responsibility to update the WHOIS. 1AND1 won't even let me talk to the supervisor as he had a convenient "EMERGENCY MEETING" during my call, and he wouldn't have time to call me back at a later time.Desired Settlement: Remove my private information from the public WHOIS database. I had a similar situation in the past with a different provider, and they were able to remove my expired information right away without any issues.

Business

Response:

Review: This company is engaged in negative option sales tactics. I purchased 1 year domain in July 2012. They subsequently (without my authorization) charged my credit card in July 2013 and July 2014. I have successful won a chargeback for the July 2014 transaction., yet they continue to send me invoices for the July 2014. The July 2013 charge was for $54.95.Desired Settlement: I want them to stop billing me for opt-in years that I never authorized. I want a refund of the July 2013 charge.

Business

Response:

Review: I have tried on 4 different occasions to transfer my Domains and cancel my service from 1 and 1. They have refused to give me the EPP codes to transfer my domains to host gator and they have continued to bill me for the last few months. They say they have no record of any of the times. I cannot just cancel protest on my credit card as long as they are holding my domain names hostage. I have tried to log into the control panel as instructed to get the codes necessary for host gator but they are always conveniently ""having tech difficulty"Desired Settlement: They need to send us a check for the last 3 months service ( I don't trust them with my credit card because of their tactics) because I was not able to transfer my 2 domains without the codes that they would not release.

[redacted].com

www.[redacted].com

AND I want a call with an apology!!!!!!

[redacted] ###-###-####

Business

Response:

Review: I registered my business' domain name with 1and1. I changed the DNS host to point to my website and the MX records to point to google mail. At some point my MX records were changed without my consent and my business lost it's email. I run a law firm in [redacted]. I contacted 1and1 to resolve the issue, but they said my domain was propagating so nothing could be done. It has now been more than 48 hours since I contacted customer service and nothing has been done to remedy my issue.

At one point I contacted customer service and they told me my domain would be reset in 24 hours. I told her that this would not work and was it possible to speed it up any, the customer service representative then replied that it would be resolved in 4 hours. Where did those 20 hours go? Regardless, my issue remains outstanding and my business remains without email. Clients, potential clients, court administrators, and other attorneys have all sent emails to me that are now lost forever.

After 1 day and tweeting about the issue 1 and 1 told me that they were escalating the issue to a special administrative team that could handle the problem immediately. Nothing came of this though and when I called to ask about the status of my issue the customer service representative just told me to keep waiting. I asked if I could talk to someone on the administrative team and I was told that no one gets to talk to them.

Business

Response:

Dear [redacted],

Sorry for any confusion caused here.

Domain [redacted]was updated on May 24, 2013. An error took place as our system shows that you set your MX Settings as your Name Servers and that will not work. We reset this for you to do it properly and the process has since completed. The domain is at "ready" status for you.

Further explanation of this is outlined below:

[redacted] IN A [redacted]

[redacted] IN MX [redacted]

[redacted] IN NS [redacted]

[redacted] IN NS [redacted]

[redacted] IN AAAA [redacted]

[redacted] IN NS [redacted]

[redacted] IN MX [redacted]

[redacted] IN MX [redacted]

[redacted] IN MX [redacted]

[redacted] IN NS [redacted]

I have refunded the only invoice on file for you, #[redacted] and the credit will post back to the payment method on file within 7 - 10 days.

Sorry again for any confusion caused here, and for any inconvenience the delay may have caused. Our Transfers Department was monitoring the case for you and has confirmed that everything looks okay now and is available for your use.

Thank you.

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.]

The information provided by 1and1 is not factual. My domain was changed by me due to a misunderstanding on May 23, the change caused an error, which according to different customer representatives could have been fixed in 48, 24, or 4 hours. My law firm's website was not fixed until May 28. The only way I got 1and1 to "escalate" the issue was by tweeting at them. None of the customer care representatives seemed to appreciate the gravity of the issue. Also, 4-5 days is not an acceptable time for a business to fix to an issue like this.

Only because my domain has been fixed and I'm in the process of transferring my domain from 1and1 did I click that their response was accepted.

Review: I signed up for an internet hosting plan on June 20, 2013 with 1and1 Internet. I populated my account with about 20 e-mail addresses as part of my setup procedure. Most of the email addresses I entered, were private, non-published addresses. 2 of them were created for the first time. On June 24, I received spam e-mail from the same entity to 4 of my e-mail addresses, to which I have never received any unsolicited e-mail before.

I called technical support to mention that someone either a current employee or someone with insider access to the account information of customers has been harvesting and distributing email addresses from my account and most likely others and passing them to spammers.

This is a direct violation of the FCC Anti Spam laws as well as 1and1's own privacy policy. I was escalated to the fraud team, where I spoke with someone named [redacted], whom did not care at all what I had to say, and was defensive the entire time. There was no resolve with this person, and based upon my conversation with him, I cancelled my service immediately. I cannot imagine staying with a web hosting provider that has people in their own fraud department not having any interest at all in what I had to say - which was more of an alert to them so they could fix any leaks in their security.

I sent numerous e-mails to various departments including complaints@, sales@, support@, abuse@ and PrivacyPolicy@ with not one single response from anyone.

I feel the FCC might want to investigate this and may pursue this further.Desired Settlement: An apology from 1and1 Internet and an investigation as to whom / how the leak occurred as well as their solution to fix this.

Business

Response:

Dear [redacted],

Our sincerest apologies for any inconvenience or confusion caused here.

Our Abuse Department looked into the matter for you, but had a hard time further assisting with such, as we cannot trace where or how your password could have potentially been leaked. If your password was given to an employee, you may want to further look into that. At 1and1, the security of the account password would be the responsibility of the account holder. You are the administrator of your account and we provide the tools for fully utilizing it. We have a Fraud and Abuse Department in place to protect the security of the servers, however this is not a case of that. In looking through your concerns, our Abuse Department could not locate any fault on our end and could not provide more specific attention and assistance as a result.

I understand that you have since canceled the account and we had refunded Invoice #[redacted] in full for you. In addition to that, I will process a refund for the original invoice generated, #[redacted]. You have been refunded in full for the account, and the credits will post back to the payment method on file within 7 - 10 days.

I'm sorry again for any inconvenience caused here, and our apologies for not being able to further assist with this. Thanks for understanding our abilities here.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Consumer

Response:

Thank You [redacted].

Just to clarify the issue, it's not a matter of someone using my password, but someone - either a current/former employee or someone that has access to your internal account management system copying e-mail addresses from user accounts and selling them or harvesting them for someone else - specifically a spammer.

The evidence points to this in the sense that I added 20+ e-mail addresses into the account associated with roughly 4 domains, and in a matter of 3 days, received spam on 4 of those accounts all with different domain associations. I have never received spam on any of these accounts affected and 2 of the 4 were created newly. They were all private non-published addresses. With this being the case, they only way I could have been affected is by someone that has access to the account system. I suppose it is remotely possible for someone to gain access to my control panel through my password from the outside, but only after 3 days from account creation, the first explanation is more likely.

As for the fraud team member's response, I do understand that they may have a difficult time in even investigating such a claim, but it was the person I spoke with ([redacted]), that appeared uncaring, and almost annoyed with me. He asked no questions at all to determine a place to start investigating, and offered no assurances. it was the rude nature of his response that determined the outcome for me.

I have stayed with my old hosting provider for the time being, and am satisfied with your response and attention. I am sorry it came to this to prompt your response in this way, however, I did send an email to 6 departments within 1and1, and never received a single response.

I can consider this issue solved and closed.

Regards,

Review: I signed up for a promotion for an internet domain for $4.99/month. I was not satisfied with the service and tried to cancel the service only to be led through a maze of phone numbers and websites. I tried logging onto their cancellation website: cancel.1and1.com with the information they provided and was unable to access it because they had blocked my account. I stopped the [redacted] subscription so that I wouldn't be charged for a service I was unable to use or cancel. I was then sent to collections within one month of the missed payment and they had double-submitted my account so that there were two collections notices with separate account numbers.Desired Settlement: I will pay for 1 month of the domain since it took that long before I tried to cancel if they remove the collections against me.

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 $4.99 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 $4.99 rate which is billed at 3-month intervals.

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

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

As such, we have since removed you from your 1-year contractual obligation. We have set the contract to cancel with an immediate effect. In this, you will not be billed or invoiced for this service in the future. In addition, we are simply wiping clean the outstanding balance for this account. You will no longer be required to contact 1&1 nor collection agency [redacted] regarding this balance.

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: I don't know all the laws involved, but 1&1 charged my expired credit card for another year of service. Why would they charge a card that they absolutely know will not go through? I believe they should have just denied me the service, and maybe cancelled the account.Desired Settlement: I would like the charges, including a now additional collections charge, to be dropped. I called to cancel after I realized what happened, but apparently their charges to my expired card were already processed in full.

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:

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

I understand the reasoning of the business, and appreciate their reciprocal understanding.

Regards,

Review: First of all, I never received any services from 1&1 Internet, Inc.

I just called to ask about the type of website services. A free trial for about two weeks it was

offered to me, so I can build my website using the available tools and templates. Unfortunately when the time came to go live, I understood $17.99 instead of $79.99 and I gave my credit card number. In the very same conversation, when I actually understood that $79.99 is the real monthly charge, I tried to cancel the transaction and the 1&1 representative provided different phone number to call for cancelling, saying that he cannot do it.

I called and I was told that my transaction is cancelled and relatively soon a credit will appear on my credit card. Because that promised credit never appeared, I had to call at least 5 times after that, trying to solve the issue, but I was just transferred from one person to another. Soon I understood that nobody was actually willing to take this charge off the books.

Because calling 1&1 Internet was going nowhere, I placed the transaction under dispute with Chase Bank. The charge was finally reversed and they blocked any charges from 1&1 for a period of three months. But after three months the charge appeared again!!

Second time, at my request, Chase reversed the charge again and they blocked 1&1Internet permanently.

Now, after more the 6 months, I am receiving threatening letters with additional charges if account will be sent to collection agencies. I called 1&1 Internet again, but I was facing the same tactics, explaining the issue to more than two persons every time without any kind of results. One of them actually admitted that my account was closed in October 2013 and she said that she going to put a note on my account, so I won’t be bothered again, but the second “Notice of Outstanding Balance” arrived few days ago.

I will never pay this imaginary bill!

From the Revdex.com business review I found out that this is their way of “doing business” and I simply don’t understand why the police is not at their door yet.Desired Settlement: Change their way of doing business or close that shop

Business

Response:

Dear [redacted],

I sincerely apologize for any inconvenience caused here.

Upon further investigation, we were able to find this second account: Customer ID #[redacted], under the name of [redacted]. For your records, this account is no longer active, nor has it been in a while, and we will make sure to drop any dispute issue that may still be ongoing at this time.

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

Business

Response:

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

I sincerely apologize for any

inconvenience caused here.

According to our records, as you had mentioned, this account

was in fact canceled back in October of 2013. There is no outstanding balance

owed under this account, so there is no reason that you should be receiving failed

payment notifications associated with this canceled account.

That being said, this is the only account that I was able to

find under your name or email address. In order to assist you further, please

provide the Customer ID number that is listed in any letter or emails that you

are receiving about outstanding balances, so that we can research this and have

the situation taken care of properly.

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 the invoice number linked to my account was listed in my

complaint.Their response is too

vague, leaving the impression that my identity or the charge in question is not

quite clear.Again, the customer ID #

listed in their Notice of Outstanding Balance letter is K[redacted] and the

invoice # is [redacted].I would consider this

issue closed if I receive a letter stating that my account is closed with a

ZERO balance.

Thank you,