1&1 Internet, Inc

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: 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 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 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: 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 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 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:

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: 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: 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: 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: 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,

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: 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: 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 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

Review: This is the 3rd time I have had to report this company and unfortunately their practices won't allow me to just cut my ties with this company without loss of my domains or incurring fees. Again, 1and1.com is holding my domains hostage because of what is owed on 1 site. Not only are ALL my domains inaccessible via internet but I am also unable to access any information or even edit my sites.

At this time, I am asking Revdex.com to facilitate the settlement of my account. I DO NOT WANT TO DEAL WITH THIS COMPANY but I want to be able to have my domains so that I can move them without incurring fees. This practice to shut down all (annually paid up) sites is unethical and quite frankly is a tactic to retain a customer base that would otherwise move their domains elsewhere.

Please note, I have purchased many domains from many companies over the years and NONE of them have policy or practices that make way for domains & sites to be held hostage. 1and1 needs to modify their practices to not only allow for a paid customer to have a FULL YEAR/TERM of unlimited access but also non-interrupted web presence of any and every domain paid for. So when a customer is adding domains as they are acquired, it should not affect another domain that has already been paid for annually. I have 11 domains with this company and each they were not all purchased at same time so why are they all shut down at same time when one domain's payment is due? Each domain is separate and if their annual registration paid for separately then the domains should be managed separately. How can it work any other way?Desired Settlement: Being that this is the 3rd time this happened with this company, my ideal settlement would be for 1and1.com to change practices so that this can stop happening but if not, I'd like to be able to move my domains (without penalty or price) to another managing company. I annually register these domains and whether I want to do nothing or something with them, 1and1.com DOES NOT HAVE THE RIGHT TO DISABLE THEM IN THE MANNER THAT THEY ARE DOING SO.

Business

Response:

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

We apologize for the inconvenience caused here with your account being locked.

According to our records, you have an outstanding balance of $104.93, which is due for 7 of your 11 domain registrations. This invoice had generated back on 7/27/13, and as a courtesy, even though we did not receive the payment, the domains in question were still renewed for an additional year in your name. When it comes to receiving payments, one of our policies is to lock an account that has a balance owed for over 30 days from the date of the invoice. The reason that we do so, is because if we did not lock accounts for past due payments, then there would be no reason for the customer to pay 1&1 in order to receive our services.

We by no means try to or intend to hold domains hostage, however, we will attempt to collect the payment owed one last time, if contacted by the customer, before allowing the domain/s to be transferred away from 1&1.

As a courtesy, we are going to pull and waive the balance of $104.93 (plus $18.95 late fee) from our Collection Team [redacted]. With that being said, you will be able to transfer all 11 domains away from us, to any provider of your choice, at no additional cost from 1&1. Please allow 1 to 2 business days for the balance to be cleared, so that you can contact our Tech Team for assistance with gaining your authorization codes, in order to transfer the domains. They can be reached by phone at: ###-###-####, or via email at: [redacted].

Once again, we sincerely apologize for any inconvenience that has been caused here.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Review: I have had several problems with 1and1:

1) Rude and unresponsive customer service

2) 'Free' trials added to my account that have turned into surprise charges

3) Difficult cancellation policies leading to unwanted charges

4) Reporting me to collection agencies regarding said unwanted charges

3) and 4) are the issues I would like to report.

I had a contract with them, tried to cancel, but they said that I cannot cancel online and had to call the cancellation number. Upon calling the number no one picks up. The message says that they are closed but doesn't provide business hours.

I have received a new credit card to keep them from charging my card further without my permission. In response, they have reported me to [redacted] - a debt collection agency.

Now my credit has undoubtedly been affected, just because I cannot cancel my account. I don't see how this is legal and am considering legal action. Before doing so, I thought I would file a complaint here to give 1and1 a chance to rectify the issue.Desired Settlement: I would like to have all charges removed from my account and my account canceled. In addition, I would like written confirmation that the debt reported to [redacted] has been invalidated.

Business

Response:

Dear [redacted],

We understand that your Customer ID #[redacted], Contract [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 contract 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 Contract [redacted] has since been cancelled. You will not be any further billed or invoiced for that service in the future.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

---

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 MyWebsite - Plus Package package as of 09/03/2013.

We will deactivate all package features on this date.

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

www.1and1.com

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: I needed to change the DNS settings for my website [redacted] . I edited the DNS settings in 1and1.com's user software on 8/22/2013. The software accepted the changes but the DNS setting were not updated. I logged onto 1and1.com's site the next day and my DNS settings reverted to the old settings. I changed them again on the 23rd and I called customer service to get them to verify that the changes were made. Customer service verified that the changes were made. The DNS changes did not get made and I called customer service again. They told me that they had a software problem and that the problem had to be escalated to the next level. I asked to speak to a technical support person at the next level and I was told that I could not do that. Anyway the pain continues. My website has been down 5 days and there is no relief in site. The business has caused me harm either because they are hopelessly incompetent or short staffed.Desired Settlement: I want my DNS changed now so my website is functional again.

Business

Response:

Dear [redacted],

Our apologies for any inconvenience caused here.

I can confirm that there was a glitch within our system preventing the DNS from properly updating. This has since been resolved, however the DNS for [redacted] cannot be updated while the domain is a in a transfer status. The domain is in the process of being transferred away to another registrar. This was initiated on August 26, 2013 and will be completed within five days in accordance with ICANN Policies. You can contact the new registrar with any questions regarding the transferring process.

I hope that proves helpful and again apologize for any delay caused by the known issue that has since been resolved. Thank you for your patience throughout the processes.

Sincerely,

Customer Care

1&1 Internet Inc.

www.1and1.com