1&1 Internet, Inc

Review: I purchased domain names on Nov 26th. I was told that email would be sent with info regarding my account. I put wrong phone number on application. I fixed that issue over the phone and through emails and still can not gain access to my account to work on my new domain names. I was told friday.. nov 28th, through an email to expect a phone call to verify my information...again. They never called. I will be losing money from a customer because a website using one of the domain names was to be built by Monday. I am now being told that I have to wait until Monday for anything to happen. I waited all day for a phone call that never came. Their website state 24/7 customer support, but no one wants to or cant help. I feel that I have been lied to and put on the back-burner. It took them 1 minute to take my but it will be 6 days before it might get resolved.Desired Settlement: I want access to my control panel, my domain names..that I paid for and at least some retribution for me losing the money from one of my best customers.

Business

Response:

Review: I have been charged for services I have not received. My credit score has been affect since they send bills to collection when I never received bills. They told me they send bills by mail that they said were returned and I have live at the same address for 18 years.Desired Settlement: Refund on payments of services I never received.

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.

Sincerely,

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Review: In January, 2013 I purchased a service from 1&1, "Starter eShop". However, after setting up my shop I realized that the "Order and Inventory Management" options are displaying false information that was very misleading to me. Under "Order Management", which is INCLUDED in the STARTER option, it lists the ability to manage inventory, but directly under that "Inventory Management" is NOT included. There is no definitive explanation as to why in one place it is included and another it is then not included and what that exactly means. Due to this misleading information, I requested a full refund and immediate cancellation of my order on January 13, 2013.

On the same day, they responded with directions to cancel the order, which I immediately carried out. I received confirmation that, "We have received your contract cancelation on January 14, 2013 and regret your decision to leave us.", and, "Please note that all contractual services above will be deactivated on the date of cancelation.". I thought this was the end of it, and that I was finished with 1&1.

Much to my surprise, on 4/02 I received an invoice for an additional 3 months of the eShop service (for 4/02 through 7/02). When I complained about it, they replied on 4/03 that, " The Starter Eshop Package that you have purchase with us was never canceled using our Cancellation process.". This of course was news to me. Instead of acknowledging THEIR mistake, even though I complained on the day after the invoice's service date that I canceled the service, did not request another 3 months, and did not want this next 3 months, they decided to continue to harass me. Since they were not listening to me, I had my bank block their attempts to bill me for the service that I had confirmation was canceled (and that I again made clear I didn't want).

I finally did receive an email that the service contract was canceled, but I had to call to confirm. I called them, and they they “offered” me an early termination fee of $50 over the phone. I refused to pay this in addition to the 3 months of service I already paid for and did not use, because I assumed this account had been already canceled back in January. I was OK paying a pro-rated ETF even though it was shady, but not both unused service and the full ETF. They're still harassing me and now they are threatening to turn me into a collections agency. This is becoming absolutely ridiculous. This bully needs to be stopped.

I would have included all email correspondence below, but I wasn't able to submit the form. Email correspondence is available upon request.Desired Settlement: 1) 1&1 needs to ensure this contract is fully canceled as I originally requested in January, ensure the account is closed, and issue an apology for their own mistakes.

2) 1&1 cannot turn me into collections since we're working to resolve this.

3) 1&1 must adjust their billing to reflect the service was canceled in January, and to allow me to pay a pro-rated ETF to resolve this issue ($50 - $35.97 = $14.03).

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here. In looking through your account, I see that domain [redacted] was canceled on January 14, 2013 and the account as a whole remained active. You again attempted cancellation on April 08, 2013, however the termination link was not activated and the account remained as-is as a result. Since then, we have set the account to cancel and it will close within our system on June 01, 2013. I will waive the early termination fee that you opted for and you will not be liable for payment on it. Additionally and in light of any confusion caused throughout this process, I have refunded Invoice #[redacted] in full. The $14.97 will post back to the payment method on file within 7 - 10 days, and as mentioned, no additional charges will be be generated for the early termination fee. There is no further action required on your end - The account will be canceled and the funds will post back to you within 7 - 10 days. Sorry again for any confusion caused, and thank you for giving us the ability to assist.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: We ordered domain registration and web hosting services from one and one internet services. The web hosting did not work properly and we notified one and one over and over again but, they continued to try and bill my credit card. They are now blocking access to update my domain name name servers. I am filing ripoff reports and reporting one and one to icaan.Desired Settlement: I need immediate access to update my domain registration information. I will file ripoff reports every 30 minutes until the matter is resolved. I do not want to transfer the domain to another regsitrar. The only resolution I will accept is allowing me to update my name servers.

Business

Response:

Dear [redacted],

We're happy to look into this matter for you, however you did not provide the number of the account in question nor the domain name you're trying to recover. Please send these in reply through the Revdex.com Portal or to my work address which I always have access to - [redacted].

Thank you!

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:

Regards,

My account number is : [redacted]

Business

Response:

Dear [redacted],

Our apologies for any inconvenience or confusion caused here.

Unfortunately, your account was terminated due to excessive nonpayment which is a breach of contract. As such, we would be unable to offer any new, additional services to you. The balance in question was small, so we simply wrote it off for tax purposes and are no longer attempting to collect on it. You are not required to make payment on the account.

Domain [redacted] is registered with us, but not hosted with 1and1 and you're free to transfer it out and onto a different registrar. The domain is set to expire on July 22, 2013, so please ensure the process is completed well prior to that so the domain does not delete. I've sent the authorization code to the e-mail on file, [redacted] and with it, you can transfer the domain away. It is not possible to update the nameservers at this point - You will have to wait until the domain is transferred away and handle that then. The billing status of the account and the domain being closed on our end posed some problems, but transferring the domain away should be an easy process for you. As mentioned, the authorization code has been sent and if you'd like further assistance from our Technical Support Department in regards to this, they're available 24/7 via [redacted].

To reiterate, the account has been terminated and cannot be reactivated, the nameservers cannot be updated in the current state but the domain can be transferred away prior to July 22, 2013. The domain is your's and we would suggest removing it from this account and registering it with another company.

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

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: I contacted 1&1 multiple times regarding the desire to discontinue an auto-pay and domain account for my company. Despite those calls and my response to emails sent from 1&1 billing I did not get the desired result of the cancellation. After repeated attempts to cancel my account, I made a last ditch call and spoke with a very nice gentlemen who confirmed the problem, provided me a case number and assured me my account was cancelled and that despite me calling in 5 days after the billing cycle, he had removed the charges. I was assured all necessary notes were taken, the account was closed and no balance was pending.

Two months later I received a notice in the mail from [redacted]. letting me know that I was in collections for a $79 balance. I immediately contacted 1&1 with my case number, was placed on hold for 15 minutes and then was told that the case showed a series of events that were dramatically out of line with what actually occured. Worse, the "supervisor" had made a decision that because of repeated attempts by 1&1 they had opted to send my balance to collections. I asked about the case number, the phone calls I made, etc. and was told that the case did not reflect those notes and it was the supervisor's judgment call to bill me for domain services, despite notations they acknowledge of me letting them know I wanted to cancel. I then asked to be transferred to NCO to just pay the balance and be done with this company and their poor billing processes. Not only did I have to repeat the details, as incorrect as they were, I was charged an additional $12 dollars on top of the $79 balance for services for this upcoming year (domain) that I would not be using and had cancelled timely.Desired Settlement: Processes, documentation and quality assurance put in place so that no customer has to deal with the frustration of paying for a service they did not receive and had appropriately cancelled. The company has failed to correct billing errors.

Business

Response:

Dear [redacted],

We understand that your Customer ID [redacted] was passed to [redacted], the collection agency that we use. The account was canceled on Aug 29, 2013 but had renewed prior to that in July 2013.

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

Review: I have a contract with 1 and 1 internet. I didn't see the emails saying they were having problems with my credit card for payment. The only way I was notified was by email. I was sent to collections 3 times:

1- monthly service fee

1-monthly service fee

1-being sent to collections.

After seeing I was sent to collections because of being sent to collections, I was extremely unsatisfied. The only time I realized there was a problem was when I recieved the 3 collection letters in the mail one day.

I resolved the collections and contacted 1 and 1 immediatly. I told them I wanted my contract cancelled. They informed me I would have to pay an early termination fee. I told them I was OK with that. They then informed me the only way I could terminate my contract early was to update my credit card information. After the above happened I didn't trust them having access to all my money. I told them no. I told them to just send me a final bill. They said they will send this information to their higher departments.

I received a bill today (1 month later) saying I owe a monthly service fee. I looked up my account and it says cancelled. I called them and told them about this. They said they know it is cancelled, but it doesn't take effect until next may. Apparently I am paying them to just hold my contract. They informed me that their higher departments were unable to let me out early without giving them my credit card number for an automatic payment. I now owe them another monthly service fee, on top of an early termination fee if I wish to quit getting charged.Desired Settlement: I want them to let me out of the contract without providing a method for them to charge me. I will give them my [redacted] if they will send an invoice saying exactly how much will be debited from my [redacted]. They have not done this. I also want any current balance set at zero since my status with them says my contract is cancelled.

Business

Response:

Review: 1and1 uses bait and switch strategy. When you sign up for their vey cheap hosting service, they will automatically renew your service when the term ended unless you cancel the contract. However, they make the cancelling process impossible to complete. First you have to contact customer support, then they give you to a site for cancellation where you have to fill out and submit a form. After that they instruct you to call cancellation department which they said you haven't contacted customer service or filled out the form prior to talking to them. They kept circling you around. I have made phone calls and submitted formal email letters to them but they said they only accept cancellation form on the web. After charging me for more than a year after I canceled the contract, I had to call my bank to stop any charges from them. Now I am getting harassing email every month, and they still keep telling me to fill out a new form with new bank account before they cancel my service. Without active bank account, they cannot process to cancellation. What a joke on this company, I couldn't even load my database into their server without being timeout since day one and decided to host my site with a different company.Desired Settlement: Their policy should be reviewed and changed. Their should be an easy way for customer to cancel their service. They should stop emailing and harassing people and request them to do ridiculous things like provide bank account and credit card payment instructions.

Business

Response:

Review: Internet company's advertised rate of .99 for a domain name didn't reveal a 'MANDATORY automatic renewal' for the next year at $14.95.

I tried to cancel the renewal on the control panel. Then cancelled it by phone, but after their "auto renewal" was enforced, according to them.

Then they turned me over to "a collection agency" that wanted my social security number... which I stupidly gave them because I thought they were legitimate.

They are saying my total balance now is $14.95 plus $18.95 for the "collection agency" but when you call the internet company the recording says if you've received a letter from

the collection agency...

When you call to straighten it out they act like they never got your cancellation. Then when I said I had a confirmation it was cancelled the rep said, "well that was after the date it renewed" so she obviously had the cancellation.Desired Settlement: And from "collection agency" showing no balance due.

Business

Response:

Review: I have documentation stating I cancelled my 1&1 Internet service on March 5, 2014, yet I have been billed for a calendar year's worth of unusable service. Part of the confirmation email I received from 1&1 Internet Co. states: "The auto-renew feature will be disabled for this domain as of 03/05/2014. The domain registration will then remain active until 03/16/2014, at which point the domain will expire.

The remaining balance of your customer account will be credited to your credit card."

1&1 Internet Co. forwarded my information to [redacted]., a collection agency, charging me a total of $102.83. $83.88 for 365 days of service, and $18.95 for a "transfer" fee.

My original account date began Jan 31, 2012. As stated above I cancelled on March 5th. As this is only 34 days of service from Jan 31, 2014 to March 5, 2014, I should be charged a prorated amount of $7.81.Desired Settlement: I am willing to pay for services rendered, which is 34 out of 365 days of service. This comes to a prorated amount of $7.81 minus the unnecessary "transfer" fee.

I would also like [redacted] and 1&1 Internet Co. to remove any negative credit marks on my credit report that they may have added.

Business

Response:

Review: Hello greetings explain my problem.

Your customer ID: [redacted]

Domain ID: [redacted]

I made a purchase contract with contract number ([redacted]) with the company 1and1.com day April 28, 2014 and today we are at the date May 11, 2014 and my domain does not work with my online store, both were purchased them the domain and the online store. On several occasions I write and call the company and say they will solve the problem but the days pass and the problem is still there and not solve it. the company is 1and1 bad service and quality. I demand to comply with the contract and solve my problem and the proper activation domain work with my online store. I hope this is resolved through Revdex.comDesired Settlement: Desire to solve my problem.

that fix the problem with my domain and my work proper activation domain with my online store.

that solve all the problems of my store and DNS domain.

My client number is 1and1.com: [redacted]

My domain is: [redacted]

Business

Response:

Dear [redacted] (Customer ID # [redacted]),I sincerely apologize for any inconvenience that has occurred here.Unfortunately, during this time, there was a known system bug in relation to assigning domains to the Online Store package within some accounts. Our System Administrators have since resolved this bug, and your Online Store package should now be fully functional. If you experience any further issues, you may contact our Technical Support Team at any time for assistance. Their phone number is ###-###-#### and they can also be emailed at [email protected] more, we apologize for any inconvenience that has been caused here. [redacted]Customer Care1&1 Internet Inc.http://www.1and1.com

Review: Invoice ID is [redacted]

Customer ID is [redacted]

I did not order this service.I called to cancel this service,but customer service said this service was not able to be cancelled.I have been billed for $24.98 and threatened with debt collection proceedings and negative credit ratings.Desired Settlement: I would like for this service to be cancelled and for the $24.98 charge to be cancelled.I do not want this to go to debt collection.

Business

Response:

Review: The just is:

Used a personal credit card to purchase the services of a web domain / hosting service for my employers web site. l am no longer an employee, therefore do not want my credit card used to pay for my ex-employers web site hosting. I have nothing to do with my ex-employers site or their business. I only used my personal credit card because it was the easiest way to pay for the hosting service and my employer at the time did not have a company credit card.

After successfully having [redacted] refund the annual charge, (they agreed after seeing the cancellation confirmation email I received from 1 and 1) the company (1 & 1) sent a dispute back to [redacted] and are refusing to cancel or transfer the billing to my ex-employer, re submitting the charges to [redacted].

I have done everything 1 & 1 asked in order to transfer the billing and received a cancellation confirmation, however they did not honour the cancellation and continued to change the cancellation / transfer requirements.

1. I have sent emails from ex-employer agreeing to take over the payments - Done

2. I have phoned and spoke to them directly - Done

3. I have sent their required transfer document filled out and signed - Done

4. After 5 months trying to resolve this, now asked for picture ID - NOT DONE AND WILL NOT SUBMIT TO THIS INVASION OF MY PRIVACY

I have never been asked to follow the new required policy and frankly don't believe it will result in successfully resolving this issue and am not prepared to spend one more minute dealing with either [redacted] or 1 & 1.

1 and 1 will not cancel my service nor will they transfer it to the rightful owners due to their belief I need to prove who I am. Well once [redacted] became involved it should have been proof positive I am who I say I am and should not have to produce picture ID.

I have 17 documents dating back to March of this year trying to straighten this out and would be happy to email them should you require further documentation.Desired Settlement: I DON'T CARE IF THEY TRANSFER OR CANCEL THEIR SERVICE, I JUST WANT MY MONEY BACK AND THEIR ASSURANCE MY CREDIT CARD WILL NEVER BE USED AGAIN. I FAIL TO SEE WHY THIS IS SUCH A HUGE ISSUE. WHAT COULD THEY POSSIBLY GAIN BY HAVING ME SUBMIT PICTURE ID?????

MY EX-EMPLOYER ([redacted] CONDOMINIUM CORPORATION [redacted] SHOULD BE BILLED AS IT IS THEIR WEB SITE BEING HOSTED.

Business

Response:

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

I sincerely apologize for any

inconvenience that has occurred with this account.

According to our records, the

Chargeback that was issued against us through your credit card provider, was ruled

to be in our favor. This most likely occurred because [redacted] recognized the

charge of $ 119.88 on 3/3/14 to be valid, since the account had not been

canceled, and did not even have an attempted cancellation until 3/24/14.

That being said, the [redacted]

in question is no longer associated with this account, as whoever is maintaining/has

online access to the account at this time, was able to revoke the cancellation

attempt that had been made on 3/24/14, and has since updated the payment method

to that of a [redacted] card.

In reviewing the documents and Change Of Ownership form

which you had submitted, we have found that there are areas in which certain account

information requested was missing, or incorrect. You also sent us an email thread

in which you spoke to a member of “[redacted]”, and requested that they contact

1&1 Internet to inform us to no longer bill you, and provide us with new

billing information, or agree to have the sites shut down. Within this thread, you

were informed by [redacted], the Property Manager of “[redacted]”, that he was contacted by another member, a [redacted]., and told that

1and1 Internet could not make those types of changes at the request of a Non

Account Holder, since this account is listed as a personal one, in your name: [redacted].

Unfortunately, as referenced and

agreed to at the inception of this account through our General Terms and

Conditions, the credit card on file under an active account, will be billed

upon the renewal date of services being rendered/allocated.

Listed below is the last correspondence

which had been sent from 1and1 Internet Inc. in regard to changing the

ownership of this account to that of “[redacted] Condominium Corporation [redacted]”.

If the directions listed within that email are not followed, for legal reasons,

we will not be able to change the ownership or cancel the account.

July 14, 2014

From: [email protected] To: [redacted]

CC: [redacted]

Dear [redacted] (Customer ID:

[redacted]),

Thank you for contacting us. The

Caretaker Team has since looked into your account and can confirm the

following:

Again - since you have no

information about the account we require *proof of ID*. Passport, drivers license, etc.

In order for us to change the

ownership details on the account we require proof that you are the account

holder. Disputes between your previous

employer, web developer or similar are not handled by 1&1. The customer who owns the account is

responsible for the billing on the account.

Thus, you need to provide us

*proof of ID* to verify you are the account holder since you can not verify the

account with any other details. With

that information we can move the account into another person’s name.

Please call us with any questions

- [redacted].

Your forms for change of

ownership are not valid without proof of ID due to missing or incorrect data on

the form.

The information included in your

last documents for chargeback(s) should be reviewed with your bank. If they have not already informed you please

check the status of your dispute. The

last 4 digits of the card in question are no longer the details on file. Also, the account is currently on hold with a

billing lock due to your chargeback dispute.

Please let us know if we can

further clarify the issue.

You may receive a short survey

within the next 24-48 hours. Please take a moment to complete it so that we may

continue to improve our customer experience.

Please do not hesitate to contact

us if any other questions/concerns remain.

Sincerely,

Tristan C[redacted]

Solutions Expert

Caretaker Team

1&1 Internet Inc.

Please understand, that for these types of requests, there

are certain processes which must be followed, not just for legal reasons, but

also for the security of our customers. We need to have safeguards in place to

protect against a possible Non Account Holder attempting a malicious action

against a customer/account.

Once more, we apologize for any inconvenience that has been

caused here.

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

Review: I have cancelled 1and1 internet and they continue to proceed charging my card, despite calling them numerous times and confirming my identity and demanding that they stop all services immediately. Often they place my on 30 minute to an hour holds. They refuse to cancel the service. Customer ID [redacted]Desired Settlement: Cancel the service and stop charging the card. [redacted] was altered that the cancellation was made and 1and1 is now unauthorized to charge the credit card.

Business

Response:

Signed up for hosting, paid for a month, decided not to use it. Lost my login details, assumed that just like with any reputable hosting company, hosting would freeze until I pay again.
Not with this company. They will keep charging your account until you accumulate at least $50, whether you use hosting or not. Then, they will straight up send you to collection agency. I got a letter from a collection agency for a little over $50, it went straight in the trash.
This is unethical, this is beyond fraudulent in my view. Not only are they charging you for services you no longer use, they put you up for collection and can ruin your credit rating over $50.
Do not touch this company with a 1000 ft pole.
STAY AWAY

Review: 1&1 attempted to bill my credit card for a domain name renewal ($10.99). The card was expired so the payment was declined. The domain was not renewed. At no time did 1&1 actually renew the domain name. I transferred the domain name out of 1&1 and renewed it with a competitor. However, 1&1 is now attempting to collect on the invoice even through the renewal service was NEVER rendered by 1&1. They need to cancel the invoice along with my account.Desired Settlement: Cancel the invoice and cancel my account.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here. As mentioned by our Billing Department, the domain was renewed with 1and1 on 03/11/2013 prior to later being transferred as of 03/25/2013. The transfer would've needed to take place prior to the renewal date to have prevented the process and invoicing. I can refund the fee for you now as a courtesy and will also close the account down in full. 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

Customer ID: [redacted]

Contract ID: [redacted]

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

1&1 Instant Domain package as of 04/13/2013.

We will deactivate all package features on this date.

We thank you for your trust as a 1&1 customer and we look forward to welcoming you again as one of our customers.

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

http://1and1.com

Consumer

Response:

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

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

Regards,

Review: On 4/28/2006 I signed up for a website hosting service with 1&1. The service I ordered was "Beginner Package Linux". The contractual cost for that service was $3.99/month ($2.99 for the first year).

Recently I noticed that 1&1 upgraded my service package without my consent on 10/29/2011, and they have been charging me extra for that "upgraded" package ever since. I never agreed for that upgrade and never used any of the extra features. 1&1 did it completely on their own. When I realized this, I found an online form on their website that allowed me do revert to my original package at $3.99/month and I requested the downgrade on 6/12/2013.

I subsequently submitted complaints to 1&1 about this issue but they refused to resolve my case claiming that they had sent me an email in 2011 stating they planned to upgrade my service unless I opted out. I did not see that email but, more importantly, I never agreed for such an upgrade. 1&1 should ask for client consent of any upgrades instead of mass-upgrading client's contracts hoping they don't notice the hidden "opt-out" clause. My online research reveals that 1&1 does this bait-and-switch scheme very frequently and many people have been affected. This is absolutely unfair and unethical business conduct.Desired Settlement: A reimbursement of $20 to cover the cost difference between the service I ordered and their "upgraded" service between 10/29/2011-6/12/2013.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

In May of 2011, a price increase took place for shared hosting customers. Your Basic Fee hosting charge of $3.99 was raised to $4.99. We had sent out price increase notifications regarding this in February/March 2011. Our system shows that the notification was sent to you on Mar 24, 2011 1:04:40 PM. If uninterested, you could have opted out of the increase and directions for doing so were provided.

There is another increase coming as of August 01, 2013 and you were recently sent a notification regarding this. Your objection to this was received and will be processed in Case ID [redacted]. The new features and subsequent pricing increase will not be added into your account and it will remain as-is.

On June 12, 2013, I see that you converted the package back to the original price of $3.99 via the Control Panel. You are now back to the $3.99 and as mentioned above, the pricing increase will not take place. Additionally, I will refund Invoice #[redacted] in full - $29.94 - Which represents six free months of service for you in light of any confusion caused. This credit will post back to the payment method on file within 7 - 10 days.

While we do understand your concerns, please note that the terms of our service are subject to change at any time, and this is outlined within our Terms & Conditions that were agreed to when originally registering the account on Apr 28, 2006. The full terms can be found here: [redacted]. Any notifications or announcements like this regarding our service will be sent to the e-mail address on file: [email protected]. As an internet company, e-mail is our preferred method of contact.

I hope this better clarifies, and thank you for both your feedback and patience here.

Sincerely,

Customer Care

1and1 Internet Inc.

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.

Regards,

Review: 1and1 sent me a notice via email a couple of months ago to renew my account. I responded that I no longer wanted their service, which was a web site. Recently I received a collections notice from [redacted]. I contacted [redacted] and reported that I disputed the charge of 14.97 plus 18.95. I was told by [redacted] that 1and1 sends them the accounts when they don't receive a payment. They suggested I call 1and1.

I called 1and1 and was told that they probably didn't recognize my new email and ignored the request to cancel. Plus he added that I can only cancel accounts by phone. I was told that I can pay both the 14.97 and 18.95 and then cancel my account. I was also told my contract wasn't up until Oct and my billing was for Aug, Sep and Oct. I told him that if I had the three months left to pay I would pay that but not the 18.95. He told me that he could not authorize that. I advised him that I would have to report them to the Revdex.com then for their type of business practices. He told me that I could but it would do any good. I asked for somone that could then so we could settle this. He told me that he would speak to a supervisor. Shortly he came back and told me that the supervisor told me to submit my complaint to their complaint dept. He gave me the following as their access to the complaint dept. [email protected] this was not a good address. In fact after using search engines and looking over thier home page I could not find any access to any complaint dept. that 1and1 my or may not have. I did find numerous sites and blogs of thousands of people that had complaints of 1and1's business practices.

I don't feel that I owe 1and1 anything. Just because they choose to ignore notices of cancellations should not mean they should use a collections company to strong arm people for the last few dollars they can trick people out of.Desired Settlement: $0.00 balance and no more contact from them or any collections company they might use.

Business

Response:

Review: I have been contacted by 1&1 many times in which I asked them to stop calling me and that it was bordering on harassment. I decided when my term for my website addresses were up, I was not going to renew. They called me all the time prior. Next time they called, I told them I wanted to cancel my service and did not want to be harassed by them anymore. Shortly after, I continued to get emails and calls telling me I owed them money. I told them that they were incorrect and that I had spoken to them and had cancelled my service but they continued to argue with me. Today 9/29, I received a letter from a collection agency telling me I owe them $78.91 from [redacted] TX [redacted], ###-###-####. Thank you, [redacted]

Please see copy of email attached.

[email protected] ([email protected])

Add to contacts

6/07/14

To: [redacted]

[email protected]

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

Thank you for contacting us.

We strive to keep the website data and personal information you provide to us secure and prevent unknown or undesired account changes without your explicit authorization. It is our company policy not to cancel or alter our customers' accounts via e-mail alone. Therefore, we ask that you please give us a call at ###-###-#### Mon-Fri from 8AM-8PM EST. Please have your Customer ID and password ready for verification when you call, so that we can process your request as quickly as possible.

You may receive a short survey within the next 24-48 hours. Please take a moment to complete it so that we may continue to improve our customer experience.

If you have any further questions do not hesitate to reply to this e-mail or contact us during office hours by phone at ###-###-#### from 9am-5pm EST, Monday through Friday.

--

Sincerely

Dennis

Billing Department

1&1 Internet Inc.

> I will not be harassed by 1&1. I had spoke with someone via the phone several months ago that I do not wish to continue my websites with you. Stop sending me threatening letters saying I owe you money. Cancel my services once and for all or I will file a complaint with the Revdex.com.

>

> [redacted]

>

> > From: [email protected]

> > Subject: Your invoice #[redacted] of 04/04/2014

> > To: [redacted]

> > Date: Fri, 4 Apr 2014 08:33:07 +0200

> >

> > Dear [redacted],

> >

> > Please find attached the invoice dated 04/04/2014.

> >

> > This invoice is in pdf electronic format. It can be read with the [redacted] which you can download free of charge from the [redacted] website at http://www.[redacted].com/products/[redacted]/readstep2.html.

> >

> > Double click on the attached file to view the invoice and print out a hard-copy for your records. The amount shown will be debited from your credit card on file within the next 7 days. Please do NOT send us a check.

> >

> > If you have any billing-related questions, please call our billing department at ###-###-#### Monday through Friday (except holidays) 9am to 5pm EST. We will be happy to help you clear up any questions you may have, as quickly as possible.

> >

> >

> > Sincerely,

> >

> > Your 1&1 Team

> > www.1and1.com

> >

> > Earn back your 1&1 service fees and more by referring new customers.

> > Click or Visit: http://order.1and1.com/xml/order/Affiliate

> >

>Desired Settlement: I want them to stop harassing me and to ensure they are not hurting my credit. I want anything that may have been reported to all credit bureaus by them that was negative, to be cleared up.

Business

Response:

Review: I have received collection notification from [redacted] representing the creditor 1 & 1 Internet Inc. I have not ordered or in anyway authorized services to be provided to me by 1 & 1 Internet, Inc. I have called [redacted]) and contested the financial responsibility. I have contacted 1 & 1 Internet, Inc to contest the charges, they are unable to address the issue. Contact No.: 1& 1 Internet, Inc: [redacted] and their Fraud Department: [redacted] which does not answer the phone.Desired Settlement: Cancellation of inappropriate charge.

Business

Response:

Dear [redacted],

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

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

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

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

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

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Review: 1and1 Internet does not provide an easy-to-use option to settle billing online, which is a frequent occurrence with regular changes to credit cards or online payment options. After billing goes to collections, it is impossible to make payment or resolve the situation with the company. There is no willingness to assist on the part of the company other than to redirect to the collections agency. I don't really imagine that they will do anything to resolve this situation- seeing as they have not responded to almost 700 Revdex.com complaints with regards to the same issue before, but I think that their billing practices are unethical at best.Desired Settlement: They need to have a clearer, more accessible option for cancellations of accounts online in line with other internet service providers. They should apologize to all of their customers as they are creating significant PR ill-will based on their conduct. There is no willingness to assist on the part of the company other than to redirect to the collections agency.

Business

Response:

Dear [redacted] ,

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

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

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

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

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

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com