1&1 Internet, Inc

Review: this company called my buisness....

I told them that I really wasnt interested but they insisted they can help and completely for free...

they stated that they can start mywebsite and and run it for a fee ... ok great

they also said that I would have 30 days to try it and if id ont like it I pay nothing

ok great .. so waiting and waiting for their tech dept to call and help set up website timejust goes by

they never did anything all of a sudden I get billed .... I call them I explain to them that nothing was done I never even tryed it so why am I being billed

so they apoligized and said they would credit me .. which they did .. and asked if I wanted tech to contact me ..

I told them I dont like how they conducted themselves that I was comfortable in the first place and now I definitly dont want anything to do with them.. now today they bill me again .. I call they dont want to credit ... after a breif argument they credited me but now this company has my card and are billing at there leisure ....people like this needto be stoppedDesired Settlement: I wantthem to forget my info and stop billing for services they never provided

Business

Response:

Dear [redacted],

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

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

At any point and time, customers trying this service for free can cancel it through the online cancellation website (http://cancel.1and1.com) with their Customer ID and password. That would remove any obligation of service and is outlined at the point of sale. After the 30-day period has concluded, customers will roll into the $19.99 rate which is billed at 3-month intervals.

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

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

As such, we have since removed you from your 1-year contractual obligation. We have set the contract to cancel with an immediate effect. In this, you will not be billed or invoiced for this service in the future. In addition, we are simply wiping clean the outstanding balance for this account. You will no longer be required to contact 1&1 regarding this balance.

We apologize for any confusion caused throughout this process.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Review: these fine upstanding, but ethically challenged, mns called my cell phone to advertise their sad website hosting business. My cell phone is on the Do Not Call Registry and besides it violated US federal law to market to cell phones.

I have no prior or existing business relationship (EBR) and I have never contacted them or visited them in any way.

I would like them to stop marketing to all cell phones. It costs people like me money for unsolicited unwanted sales calls.Desired Settlement: I want them to stop marketing to cell phones.

Frankly I would prefer they all go fiscally bankrupt, because it would poetically match their business ethics, but that's probably asking too much.

Business

Response:

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

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: 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: On Saturday, July 12, 2014, I visited cancel.1and1.com, which is 1and1's system for canceling portions of contracts or entire contracts for domains and hosting. I canceled some domains, turned of "auto-renew" on others, and confirmed my changes.

On Thursday, July 17, 2014, I realized that several of these websites, including

[redacted].com

[redacted].com [redacted].com

[redacted].com

[redacted].org

[redacted].com

had been disabled. These were websites I had turned auto-renew off on, but I had not selected the option to cancel.

That evening, I tried to contact customer service by phone. I was transferred to another department, and was on hold for over an hour when I could no longer stay on the phone.

I contacted 1and1 repeatedly through email, and was told a variety of different things, including, finally, that they would turn the domains back on if I paid the annual registration fee of $14.99 for each domain -- a fee I have already paid!

In desperation, I contacted the Revdex.com contact ([email protected]), and received an apologetic email indicating my websites would be up within 24 hours. That email was received on Friday, July 18, at 3:28 p.m. Now, on Monday, July 21, 2014, at 6:03 p.m., they have not been turned on.

Again, I am on the phone with technical support. Today, I have been on hold for about a half hour so far.Desired Settlement: I desire the domains listed to be returned to functionality.

I desire a billing credit for the days I have not had access to the sites.

I desire 1and1 to apologize to customers for not honoring their 24/7 technical support commitment.

Business

Response:

DO NOT DO BUSINESS WITH 1&1. Save yourself a lot of frustration. They are the Comcast of Internet hosting services.
I had them host a site that I rarely use for almost ten years. My credit card info changed last year and I missed the one reminder they emailed me. With no other payment reminder or contact regarding the hosting part of the service they discontinued my account and deleted ALL of my files - with NO OTHER EMAIL or contact. They then charged me $53 for this, again WITH NO CONTACT - I only found out today when I called to ask about two domain names that I still own and are paid through 2016. It took over twenty minutes for me to figure out that a) they had shut down my account and deleted all my files b)they had sent the $53 bill to a collection agency c)they could not release my two domains to me until I paid the $53 AND a $14 reactivation fee for both domains. The customer service agent said they had emailed me and I looked and asked her to tell me exactly when since October 6th, 2014 they had emailed me about any of this and it took her several minutes to check and then she finally admitted that they hadn't. I also haven't been contacted by the Collections Service in any way even though all of my contact info was up to date. I am taking the time to write this complaint because people should be warned and take their business to a company that actually provides good customer support at all stages of the process.

Review: I signed up for 1&1 Internet's web hosting service. The company received several payments from me. After several months of not using the service, I realized I wouldn't use it and wrote the company asking to cancel. In November 2012 I received written notification via email that the account was cancelled. Weeks later, I received a bill. In the interim, my credit card was changed by the bank because it had been compromised (NOT related to 1&1). 1&1 was unable to access my credit card and asked for the new number. I wrote to them that the account was cancelled. They said I still had to pay. I sent a check in January. It was refused and destroyed by 1&1. They said they don't accept checks, only credit cards. They turned my "delinquent" account info over to a collection agency. I was charged the 'past due' amount and a LARGER amount as well. I called the collection agency and was told it was a cancellation fee. I PAID THEM BOTH!!! Then this week, I got ANOTHER invoice, with the same threats to turn the 'delinquent' info to a collection agency. This is for an account that was cancelled FOUR months before! I also received instructions on how to cancel the account! When I logged into the account on their website - I was directed to the page to provide my credit card information. When I went to the cancellation page, it showed the account had already been cancelled!Desired Settlement: What do these people want?!

I cancelled the account.

I have tried to deal with them in good faith. I tried to pay by check and was denied.

I paid the bill AND the cancellation fee.

I have written proof of ALL of these interactions.

Now I get another invoice and threats of a collection agency

There is NO WAY I will give these people my credit card information.

I want them to stop contacting me. An apology would be nice but I expect I will receive one when pigs fly.

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 [redacted]) with their Customer ID and password. That would remove any obligation of service and is outlined at the point of sale. After the 30-day period has concluded, customers will roll into the $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 regarding this balance.

We apologize for any confusion caused throughout this process.

Thank you.

Customer Care

1&1 Internet Inc.

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.

THANK YOU!!!!!

It's incredible to me that after months, literally MONTHS of back and forth communications and threats of legal action by these people - AND - their tearing up my check when I tried to pay them, a letter of frustration forwarded by the Revdex.com has finally brought this to a successful resolution. Again - THANK YOU for your help.

I hope you give the 1&1 Internet company a grade lower than a 'B'!

Regards,

Review: 1and1 Internet Services recently sent a letter to me in regards to a bill for renewal. I cancelled services with them initially after setting up the account because they were unable to provide me with the services that I needed. I received a confirmation email from billing but the billing representative, [redacted], continued to advise me that this account automaticall renews regardless if the account was cancelled on my behalf and an confirmation email was sent to me from billing, and that I would have to still pay them for renewal for a year and if not they would charge me an additional $18.95 to forward the matter to a collection agency.

I forwarded the original email, dated August 31, 2012, to the billing department twice on Thursday, September 26, 2013. **. [redacted] insists that I should pay them for renewal although the email they sent me a year ago indicates that the account was cancelled as of September 1, 2012. I did not appreciate the threat to send this to collections as I did everything that I was supposed to do immediately upon understanding that 1and1 Internet, Inc. could not help me.Desired Settlement: I would like a formal apology from **. [redacted] and a letter via mail indicating that this situation has been resolved f last year, and they will not send a this to collections.

Business

Response:

Dear [redacted],

Sorry for any confusion caused here.

You had previously canceled Contract [redacted] - The MyWebsite Plus Package, however Contract [redacted] - The Instant Domain Package remained active. We sent you a domain renewal reminder e-mail for it on July 10, 2013. Domain [redacted] was renewed in August and a charge was generated as a result. The service has since been canceled and I will refund Invoice #[redacted] as a courtesy. 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.

Best,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: Back in February, I tried a service on a « 1 month free trial ». At the end of the trial, their automated cancellation system failed to comply with my request to cancel it. I tried to cancel it in March, June and July and in July their system finally acknowledge to cancel my produce at the end of the billing cycle. That billing cycle would end by September 10th with the new cycle starting on the 11th. To my surprise, I received a bill on the 11th to renew the service once again.

Billing then explained to me that their billing cycle start one day before the last cycle ends, meaning that any product you cancel for the current cycle would be charged at least one last time before it cancels. By looking at my file, it was obvious I wanted to get rid of that product since March but they failed to comply with my request. As I refuse to pay the extra billing cycle, they are now threatening me to send a collection agency for a 40$ bill that I don’t believe I should pay. The service was never used in the last 6 months.

I tried to contact they complaint department without success.Desired Settlement: I tried many times to cancel their service, but the automated system wouldn't give me the right info. I have paid over 90$ in the last year for a service I didn't like after my trial and I don’t want to pay that last billing cycle that I expressly requested to cancel.

Business

Response:

Dear [redacted],

Sorry for any confusion caused here.

I've looked into the account and see that cancellation was originally attempted on March 13, 2013 - The termination link was not activated at that time and the service remained active as a result. This happened again on June 14, 2013. There are no telephone calls into our Cancellation Department for additional assistance during either attempt.

I can help process a full cancellation for you now, as well as refunding Invoices #[redacted], [redacted], and [redacted]. The credits 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.

Best,

Customer Care

1and1 Internet Inc.

www.1and1.com

--

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 Unlimited Windowspackage as of 10/05/2013.

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 Team

1&1 Internet Inc.

http://1and1.ca

Review: I would like to point out a problem that I had with 1&1 while trying to re-register the domain name [[redacted]] that was registered under my name, I have transferred the domain to my friends account from [redacted] to 1&1 hosting and after we decided to terminate the contract with them, they send us this automatic reply, that domain names will be release for re-registration after 30 days, we received the e-mail on April 22 2014, the domains were supposed to be release on May 23 2014.

When my friend [redacted] tried to re-register the domain they were unavailable, she has contacted 1&1 on July 22 through their technical support number [###-###-####] and was told that it will be released next week because there was some additional processing time required, and to call back in one week. On Tuesday July 29 she tried to register the domain again but the domain name was unavailable and then she called the technical support same day on July 29 to try and register the domain, she was given the run around and kept on hold for over one hour and at the end she was told sorry someone just registered the domain in Japan, while she was on hold and waiting to re-register the domain.

See e-mail from 1&1

> From: [email protected]

> Subject: Cancellation of your 1&1 contract

> To: [redacted]

> Date: Tue, 22 Apr 2014 20:45:07 +0200

>

> Customer ID: [redacted]

> Contract ID: 24025385

>

> Dear [redacted],

>

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

> 1&1 Home package as of 04/23/2014.

> We will deactivate all package features on this date.

>

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

>

> floraportfolio.com: This domain's registration will terminate early on 04/23/2014 and after ~30 days, be released to the public for re-registration.

>

> [redacted]: This domain's registration will terminate early on 04/23/2014 and after ~30 days, be released to the public for re-registration.

>

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

>

> 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.comdDesired Settlement: I would like 1&1 to be fair and fix this problem and give me me the option to buy my domain name.

Business

Response:

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

I sincerely apologize for any

inconvenience that has occurred with your account and the domain: [redacted].

When I first received this complaint, I forwarded the matter

to my Domain Specialist Matt, in order to investigate this issue and contact

you via email. I have followed up on the case to make sure that everything is

being taken care of correctly. At this time, as you have already been informed of by my colleague,

the domain in question is no longer able to be recovered on our side, since you

had canceled it back on 4/22/14, and it has been registered by someone else

with another provider. Due to that, the action that you wish for us to take is

beyond our ability or control.

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

……………………………………………………………………�...⇄ />
For our records associated with the Revdex.com Complaint that has

been filed, listed below is the most recent email that Matt sent to you in

regard to this matter:

Dear

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

Thank

you for contacting us.

We have

received a report through the Revdex.com regarding the domain

[redacted], which was previously registered to you through 1&1. I

have taken the time to review this report as well as your account history with

1&1 regarding this situation.

While we

understand your concerns and desire to own the domain [redacted], we

find no indication of fault by 1&1 that would have led to the loss of the

domain [redacted]. Furthermore, the domain [redacted] was

purchased fairly by a new owner through a different registrar company, and it

is unfortunately not possible for 1&1 to gain access to the domain on your

behalf.

Your

account history shows that your account with 1&1, along with the domain

[redacted], was explicitly canceled by you while over the phone with

one of our agents. Since you chose not to keep the domain, it was canceled

immediately as requested. At that time it was removed from your account and was

no longer registered in your name. 1&1 does allow 30 days where the

previous owner can still renew the domain name for the regular renewal fee

without any additional charges. Unfortunately, during this time you did not

contact 1&1 and request to keep the domain. The domain [redacted]

then entered into a Redemption period.

The redemption period is a time in which the domain is already removed

from our system, however if it is necessary, we can restore the domain to our

system and allow the customer to regain access to the domain. This domain Redemption comes with a

processing fee of $40, for which the customer would be responsible if they

choose to regain access to the domain during the Redemption period. Again,

during this time 1&1 was never contacted with a request to restore the

domain on your behalf. Per the information provided in your report, it was your

intention to re-register the domain again as new only after it left 1&1 and

became available to the general public to purchase. Once a domain is back in

general availability, 1&1 has no control over who can purchase the domain.

In

summary, the domain [redacted] was explicitly canceled by yourself on

April 22, 2014. No attempt to retrieve the domain was made by you during the

time the domain was still in our control. This includes both the initial 30

days after cancellation and the additional Redemption period. The domain

eventually became available on the market to the public, as it was intended. It

was not until over 3 months after cancellation that the domain

[redacted] was purchased by a new owner on July 29, 2014.

Again,

we understand your concern and your desire for the domain name

[redacted], however too much time has passed, and it is no longer

possible for 1&1 to assist you in recovering the domain. Our apologies for

any inconvenience. We hope the information in this email is clear and helpful.

We appreciate your patience and understanding in this matter. Thank you and have a nice day.

If you

have any further questions please do not hesitate to contact us.

--

Sincerely,

Matthew

P[redacted]

Solutions

Manager

1&1

Internet Inc.

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 customer support representative does not take into the consideration the calls made on July 22 and July 29, and the instructions given by the 1&1 phone support, therefore the claim from 1&1 that we did not make any attempts to acquire the domain back is not true.

Review: I registered a domain with this company on behalf of my customer. 1and1 terminated the domain out of the blue because they say that payment was not received from us. However, we received no communication notifying us that payment was not received, despite the fact that they claim they sent e-mails and letters. As a result of this action on their part, my customer is unable to do business because his e-mail address is not functioning. This has been the case for the past 24 hours or more, and now I am being told that it will take 3-5 days to resolve the issue, which is completely unacceptable. This will likely cause me to lose my customer's business, and it will most certainly cause 1and1 to lose my business unless the situation is resolved.Desired Settlement: 1and1 has been sent all the information they need to do a transfer from one account to another, and they are not acting on it quickly enough. I need a phone call from a human being in the U.S. notifying me of when this will be completed, and I need it to be completed NO LATER THAN 24 hours from now.

Business

Response:

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

I sincerely apologize for any

inconvenience that has occurred with the domain in question.

Our records indicate that this account is in the name of [redacted]. That being said, whenever there is a declined payment, email

notifications are in fact sent out to inform the customer of the situation at

hand. In this case, the email address on file where these emails were sent is: [redacted]. Whether or not

this email address is currently in use, it is the responsibility of the account

holder to make sure that the email listed is always active, so that we can

properly contact you regarding the account. Referencing your claim that we

canceled [redacted]’s account “out of the blue” is inaccurate as well. The invoice

that had generated for the renewal of the domain: sosmailing.com, was for

service during the time frame of 08/05/2013 - 08/05/2014. Even though we did

not receive that payment which was due in 2013, we still automatically renewed

this domain for another year until 08/05/2014, while actively attempting to

make contact through the email address listed under this account, unlike

[redacted], who cancels domains shortly after any failed payment. Essentially, the

service provided by 1&1 Internet for this domain over the last year was

free of charge due to the payment not having been made.

At this time, as per the email sent to you earlier this

morning by my Domain Specialist Matt, listed under the account in your name (ID

#[redacted]), the domain: sosmailing.com has been restored, and can be accessed

again within your account Control Panel. It is once again completely active

with full functionality, and there is no further action required on our side.

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 Resolved]

Review: [redacted]

I am rejecting this response because:

Review: www.1and1.com promised to set up an account that I can use on their website, (November 2012 until November 2013). As of March 13, 2013, the account is still not setup, but the company has charge me twice for using its services. I've contacted them three times to correct the problem. The company's solution is that I pay an early termination fee to get out of the contract. The contract is not enforceable because the account was never setup where I could use or take ownership. The payment agreed upon when inquiring about this account was $3.99 a month to be paid quarterly, $10.00 and some change. The company has taken money for services it has not provided. It continues to take money out of my account for services it has never given to me.

I want all of my money back from this horrible company and the non existing contract cleared for improper and inferior services. In this case, www.1and1.com failed to enter into a legally binding contract because an account was never setup where I could use it as an owner.Desired Settlement: I want all of my money back from this horrible company and the non existing contract cleared for improper and inferior services. In this case, www.1and1.com failed to enter into a legally binding contract because an account was never setup where I could use it as an owner.

Business

Response:

Review: These is have locked my account and are trying to collect payment for domains that have altready been successfully transfered away.Desired Settlement: Unlock my account

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

As explained by a supervisor within our Billing Department during your call on Apr 8, 2013 3:46:23 PM, these domains were renewed with 1and1 prior to later being transferred away. The renewal took place and then days later, the transfers were completed. Domains would need to be transferred/canceled well prior to the renewal date to prevent the process and invoicing. Normally and in accordance with our Terms & Conditions, domain names would be nonrefundable, which is why you were not granted a refund when requesting one.

I do understand your concerns and will process the credits as a one-time courtesy now. I will also manually unlock the account and you should be able to access it again within the hour. The $54.05 credit that I am issuing will be returned to the payment method on file with us within the next 15 days; if the balance has not been yet paid, the refund will credit against the outstanding balance.

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

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Consumer

Response:

Consumer filed another complaint today??

CID: [redacted] Date Filed: 4/10/2013 5:31 PM

Consumer Information

Date Filed: 4/10/2013

Sal: [redacted]

First Name: [redacted]

Middle Name:

Last Name: [redacted]

Suffix:

Address: [redacted]

UNITED STATES

Daytime Phone: [redacted]

Evening Phone:

Fax:

Email: [redacted]

Complaint Detail

This company has consistantly casued me problems by locking up my account for reasons I find erroneous, but will try to defend itself by claiming that the Domains in question that I attemped to Transfer away from 1 and 1 were Auto-renewed on their servers before the Transfer Request took affect. Aside from the fact that 1 and 1 will routinely fail forward the Domain Transfer Request emails via the Privacy Protection processure mandated by law under Internic , that would allow me to execute a transfer in a timely maner. resulting in the request to expire all together, 1 and 1 will also NOT allow for Auto-Renew settings to be changed to "OFF" Auto-Renew. It has been over two hours since I accessed my account and changed one of my Domains Settings from "ON" Auto Renew, to "OFF". However, NOTHING has changed regarding the status of this domain. In addition I have repeatedly "Unlocked" this domain so that I would have no problem transfering this domain. Although I have since initiated a transfer of [redacted], it's setting for Auto Renew remains as ON, despite repeated attemp0ts to set it to OFF. Hence, according to 1 and 1 's logic, even after I commit to responding to the Standard Form of Authorization (Domain Transfer Request) if the process is not completed for the next month while I am waiting, they will have the right to renew my domain of their servers. To me this is Bogus, and a blatant act of misconduct unbecoming of a professional corporation. At this very moment, I am in receipt of only five out of six Domain Transfer requests that I made over an hour ago. See below: Attention: 1&1 Internet, Inc. - http://1and1.com/contact Re: Transfer of [redacted] on 4/10/2013 12:39:00 PM for us to become the new registrar of record. Attention: 1&1 Internet, Inc. - http://1and1.com/contact Re: Transfer of [redacted] on 4/10/2013 12:42:03 PM for us to become the new registrar of record. Attention: 1&1 Internet, Inc. - http://1and1.com/contact Re: Transfer of [redacted] on 4/10/2013 12:42:58 PM for us to become the new registrar of record. Attention: 1&1 Internet, Inc. - http://1and1.com/contact Re: Transfer of [redacted] on 4/10/2013 12:51:01 PM for us to become the new registrar of record. Attention: 1&1 Internet, Inc. - http://1and1.com/contact Re: Transfer of [redacted] on 4/10/2013 12:51:01 PM for us to become the new registrar of record. Missing SFOA for [redacted] from 1 and 1 .com

Translate

Desired Settlement

I would like for 1 and 1 to forward my Domain Transfer Request IMMEDIATELY. And issue an apology to me and every other Cusomer that has had a problem with 1 and 1 .

Desired Settlement: Apology

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:

1 and 1 is completely dishonest. They have failed to mention that during my five hour nightmare over the phone with them, their own agents discovered, (but refused to acknowledge in writing after I asked for an update and explination for the charges) that at least two out of the three domains were NOT set to Auto Renew, and so a couple of (partial) credits had already been issued, without any admission of fault. However, this was not satisfactory to me because 1 and 1 was still trying to retroactively charge me multiple times (twice per domain) for charges that were still erroneous.

It was only during subsequent phone calls (after being hung up on by [redacted], one of their supposed Billing Department Managers) did I learn that credits were being given due to the fact that their system (as admitted to by customer service agent [redacted]) had experienced some problems with 1 and 1 servers in the past with regard to the Renewal setting function.

I personally (over a year ago) had set ALL 30 of my domains to DO NOT RENEW over a year ago, because I had made up my mind then that I did not want to continue my relationship with them. However, several weeks later when I logged into my account to manage my domains, I noticed that 80% of my domains had all been reset to "Auto-renew" without my permission. I then sat down for another hour (since I can only change them one at a time) back to DO NOT Auto-RENEW. The problem I noticed right away was that some of my domain's status would not change immediately, but would display a "Processing" message instead. I would then wait online for hours for my domain status's to update, and would not notice any changes take place.

A few weeks later when I noticed that some of my domains were not reflecting the "DO NOT Auto-RENEW" status that I had set them to, I tried again and at least one of my domains kept giving me an error message saying that it was "Locked" and that I could not make any changes. I then went into another portion of the control panel to make sure that the domain did not have a "Transfer Locks" on it, and made sure that it was properly set for me to transfer away ...and it was. As far as domains go, there was no apparent reason for me not to be able to set this particular domain to not Auto-Renew, but yet it would not let me change it.

[Case in point I just went into my "now accessable" account (thanks to the Revdex.com) and have desoverd that one of my domains that I had set to NOT Auto Renew many months ago, is currently set to "YES" to Auto Renew. I then went into the tab change it back to "NO". After I click submit, although I get a green message at the top of the page reading :

<div xmlns:nx="[redacted]

"Autorenewal status for the domain [redacted] has been successfully set to off."

......when I look at the domain itself and it's setting, the Auto Renew status is still set to "YES".

Other than use the tools provided by 1 and 1, what else can I do? If their own software does not work properly...what else can I do?

Since I usually work on my domains late at night, I had made a mental note to call about it during business hours despite the fact that 1 and 1 has 24/7 phone lines. Why? Because whenever I have called after normal business hours, I am connected with people who do not speak fluid English, and are extremely rude. Nor are they able to do anything but read from the screen that is in front of them, and they tell me to call back on Monday during normal business hours anyway. And so it is misleading for them to claim to have 24/7 customer service hours when in fact they have no ability to service your account. It is more like a 24/7 answering service...not Customer Service.

It is my opinion that 1 and 1 at best is operated very poorly.... or at worst is operated by crooks and are running a racket. They repeatedly have system errors, or provide control panel tools that do not work, which affects the client's settings within their account, but never take responsibility for it. And when a client finally gets sick of their crap and starts to transfer domains away they then resort to lies and extortion to lock up your account for erroneous reasons resulting in further damage to the client's remaining domains as they near expiration during an account lock out.

I should also mention that 1 and 1 will also fail to forward Domain Transfer Request emails from other Registrars as they are legaly required to. For the past year I have ben trying to transfer ALL OF MY domains away from 1 and 1 , and despite the fact that I submit my EPP Code to the new registrar to initiate transfer, the new registrar must also send and receive a response to an email containing a STANDARDIZED FORM OF AUTHORIZATION

If your Domain is set to Private, this email that is sent to the Registered Contact, which in my case is 1 and 1. 1 and 1 is then is upposed to be forwarded any and all emails or request for contact to the Client. Well everyone who is thinking of dealing with 1 and 1 please be WARNED that 1 asnd 1 WILL NOT forward your Domain Transfer Requests. As a result after 5 days the transfer process will be halted.

If you transfer one domain at a time you might be able to notice this and react. If this is the case, the best thing to do is write the Revdex.com as I have done, and magically your Domain Transfer Request form will appear once 1 and 1 knows it is being reported.

However, if you do a Batch transfer of more than one dimain at a time, it is almost guaranteed that 1 out of every three domian transfer requests will not be sent to the client. At which time if you do not notice the missing domains 1 and 1 will either reset your domain to Auto-renew for you and then lock up your account and try to force you to pay not only to simply renew it with them but will also tack on an $18 late fee (twice the cost to register the domain in the first place)

Orrrrrrr if you don't happen to have a payment method on file, they will suddenly lock you out of your account, (in addition to not forwarding you the Domain Transfer Request) and start asking you for a credit card or Paypal account, (even though you have no intention of staying with them) and allow your domain Transfer request to simply expire, along with the registration of any domains that might have been waiting to be transfered.

The result eventually will be the loss of your Domain.

If you do not believe me, I have attached a PDF of the failed tranfer log from my new Registrar who keeps a record of any failed transfer requests and I would be happy to share them with anyone who cares to know. I now have 12 failed Domain Transfers with my new registrar due to the fact that 1 and 1 never forwarded me the Domain Transfer Request emails that my new Registrar had REPEATEDLY tried to send me to respond to, but were blocked by 1 and 1.

At his point I am utterly sick of these people and now that I have access to my account (thanks to the Revdex.com) I will be transfering my remaining domains within my account (one at a time of course) immediately.

In closing I wish to say that 1 and 1 needs to be investigated by the FTC immediately for unfair consumer practices.

Regards,

Business

Response:

Dear [redacted],

Our apologies for any continued confusion.

Our 2nd Level Billing Department reviewed Invoice #[redacted] for you and confirmed that domain [redacted] was renewed on 02/14/2012 and then transferred away as of 02/18/2013 - That fee was valid. You were retroactively charged for the domain; the billing was delayed and you were charged two registration fees at one time. By retroactively, I mean that you were never charged for the domain when originally registering it and the billing was delayed one year, causing two fees at once. We refunded all of those charges for you in light of the confusion.

For domain [redacted], you were also retroactively charged for it - There was a delay and it was not billed when you first ordered it but much later on Invoice #[redacted]. The autorenewal for the domain was disabled and then re-enabled, which seems to have triggered another charge, but every registration fee for it has been refunded - You were refunded in full for that domain.

For domain [redacted], like [redacted] it too was not transferred until after it had already renewed with 1and1.

Your original request was for a full refund of Invoice #[redacted] amounting in $54.05 and that was granted. The credit was processed on Apr 10, 2013. There was some confusion with the billing delay and I do understand your concerns there and again apologize for any inconvenience or confusion it may have caused. For the other charges, the domains were renewed with 1and1 prior to later being transferred.

The outstanding balance that existed has been cleared and remaining and attempting to post back to you is a $9.99 credit. The payment method that you have on file expired in November 2012, so to receive the credit, you would need to update the method via your Control Panel: [redacted]

I will set your account to cancel within the next thirty days and confirmation of it will be copied for your reference below. If you are looking to transfer the domains outlined in the confirmation below away from 1and1, direction for completing this can be found here and followed in the same fashion as your other domains: [redacted]

I hope this proves helpful, and again thank you for your patience throughout these processes.

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 05/11/2013.

We will deactivate all package features on this date.

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

[redacted]: The auto-renew feature will be disabled for this domain as of 04/11/2013. The domain registration will then remain active until 05/11/2013, at which point the domain will expire.

[redacted] The auto-renew feature will be disabled for this domain as of 04/11/2013. The domain registration will then remain active until 05/11/2013, at which point the domain will expire.

[redacted]: The auto-renew feature will be disabled for this domain as of 04/11/2013. The domain registration will then remain active until 05/11/2013, at which point the domain will expire.

[redacted]: The auto-renew feature will be disabled for this domain as of 04/11/2013. The domain registration will then remain active until 05/11/2013, at which point the domain will expire.

[redacted]: The auto-renew feature will be disabled for this domain as of 04/11/2013. The domain registration will then remain active until 05/11/2013, at which point the domain will expire.

[redacted]: The auto-renew feature will be disabled for this domain as of 04/11/2013. The domain registration will then remain active until 05/11/2013, at which point the domain will expire.

[redacted]: The auto-renew feature will be disabled for this domain as of 04/11/2013. The domain registration will then remain active until 05/11/2013, at which point the domain will expire.

[redacted]: The auto-renew feature will be disabled for this domain as of 04/11/2013. The domain registration will then remain active until 05/11/2013, at which point the domain will expire.

[redacted].com: The auto-renew feature will be disabled for this domain as of 04/11/2013. The domain registration will then remain active until 05/11/2013, at which point the domain will expire.

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

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

http://1and1.com

Review: In December 2011 I canceled all my accounts with 1&1. Now suddenly this year they are billing me and claim that I didn't cancel all my accounts. I was not billed last year. In fact the domain name was never transferred from [redacted] to 1&1 so was never even registered with 1&1. I no longer own the domain name. I have sent and responded to approximately 8 emails with a different answer every time and at this point it seems to go around in circle and several emails threaten sending the amount due to a collection agency.Desired Settlement: I want this issue resolved and charges deleted with the assurance that I will not be billed again in the future and that they will not send this disputed bill to a collection agency. I want a statement that all my accounts at 1&1 are closed. I I also do not want to receive any email from the company from including newsletters in the future. Thanks

Business

Response:

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 Instant Domain package as of 06/02/2013.

We will deactivate all package features on this date.

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

[redacted]: The auto-renew feature will be disabled for this domain as of 05/31/2013. The domain registration will then remain active until 06/02/2013, at which point the domain will expire.

Invoice #[redacted] - The only one on file - Has also been canceled and 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.

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

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

http://1and1.com

Review: These pople repeatedly locked me out of my account for erroneous reasons over the course of two years. On this latest episode, someone at 1 and 1 locked me out of my account on May 11th. At the time of this lock, I owed no money, and in fact I now have a credit of $9.99m which they have yet to return to me. I have asked for a check, but it has not arrived.

As a result of the lock out, I was unable to log into my account to renew or transfer at my two domains whic hwere do to expire on May 29, 2013.Desired Settlement: I would like for 1 and 1 to issue a check for hte money they owe me to the folowing address:

I also would like for them to release my domains "[redacted]", and "[redacted]" from redemption status so that I may transfer them to my new registrar.

Business

Response:

Dear [redacted],

We previously received a Revdex.com complaint from you in early April 11, 2013. Upon receiving it, we actioned your credit requests and helped close the account out for you. Within our reply, we included the following: I will set your account to cancel within the thirty days and confirmation of it will be copied for your reference below. -- And then a confirmation outlining the dates and services that would cancel was provided. If you were interested in maintaining the domains, you would've needed to transfer them out and away prior to the point of cancellation on May 11, 2013.

When domains are canceled with 1and1, they go into a holding account where they are held for 35 days. This benefits the account holder, as no one else but the account holder can regain access to them during that time. If it wasn't for the holding account, the domains would cancel immediately and be released to the general public and/or placed up for auction. Beyond the holding account, the domains are then released into a redemption period. This is explained here: [redacted]

I ran a search on your e-mail address ([redacted]) and located an Affiliate Account that was created on May 19, 2011 and is still active with us. There is nothing under the account and you have never been charged a fee, which is why you may have forgot it existed. This is Account [redacted] and if you update the payment method on file for it, we can revive domains [redacted] and [redacted] back into it. I will send a password reminder to the e-mail address on file if you'd like to access the Control Panel and review the account. It would not be possible to revive the domains without a valid payment method under the Affiliate Account, as the account has been idle for too long without any activity/a valid method. When the domains are revived, I will cancel out any and all associated fees that take place within our system, provide the authorization codes so you can then transfer the domains away from 1and1 and close down that account, as well. If you are not interested in this, we can push the domains out of the holding account and into the redemption period. When the redemption period expires, you can attempt to regain access to the domains when they are released to the general public. Please understand that these are common practices amongst domain registrar companies, and there is no "quick fix" to releasing a domain. There are processes that must be followed and we accord to ICANN's rules in regards to this.

For your concerns with the pending credit of $9.99 under Account [redacted], there is no valid payment method on file for the credit to post back to. For auditing, tax and transaction monitoring purposes, we have to post the credit back to a valid payment method on file. We do not accept nor issue checks. I'm sorry for any inconvenience that may cause, however that has always been the case and you were previously issued credits on June 09, 2012, August 23, 2012 and in February and March of 2013, so you should have been aware of how that process works. Any minus in front of an amount signifies a credit. This account was closed within our system on May 11, 2013 and nothing further would generate in reference. In order to update the method and receive the pending credit, please contact our Billing Department who will walk you through the process: ###-###-####. An agent will assist with such since the account is closed and you no longer have access to the Control Panel to take action on your own.

I hope this better clarifies the matter for you. I see that some financial locks took place over the years due to billing issues and outstanding balances that were resolved soon after. We issued some credits over the years, as well, and what you're referencing from May 11, 2013 was not a lock but reflected termination of the account. When the account was closed, you lost access to the Control Panel, the domains, etc. I outlined this for you in your first Revdex.com Claim, replied to on April 11, 2013. You expressed to our Complaints Department that you did not read our reply sent through the Revdex.com, which has caused the escalated domain issues now: I have my email set to alert me of messages from 1 and 1, not the Revdex.com. Once I was able to resolve my current issue over the phone, I did not find it necessary to revisit the Revdex.com message board as it typically just has boiler plate information.

Thank you for reaching out in regards to this, and I hope that we were able to clarify the actions that should follow to help you move forward now.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: About a year ago I signed up on 1&1 hopeing for a good hosting service. I've had nothing but headaches! I've written them multiple emails to delete my account and remove my name from there system. They've hit me with about 2 or 3 charges that I didn't mind paying. I emailed them awhile back to said please delete my account. And now, just a few days ago they hit with an email that I need to pay $29.99.

Insert copied from an email from 1&1:

Unfortunately, if the balance continues to go unpaid for an extended period of time, the debt will have to be transferred to a debt collection agency and the account terminated. This results in an additional fee of $18.95, which is added to the outstanding balance when transferred to the collection agency. We thank you in advance for your prompt attention to this matter, so that your account does not become negatively affected.

Please stop this fraud company!Desired Settlement: I would like this company to remove the current balance and remove my account and name from there system. Sick and tired of throwing $20 here and there at them. First few were ok. Now it's just rded!

Business

Response:

Dear [redacted],

Sorry for any confusion caused here.

Your account, [redacted], was canceled on Jun 2, 2013 and had renewed prior to that on Apr 18, 2013 (The 1&1 WebsiteBuilder Plus). The service was renewed prior to later being canceled, making the invoice generate/valid. I will cancel it out for you now as a courtesy, and 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

Review: I have been told that I have been turned over to [redacted] collections for an unpaid debt. I have never used this company and was given an email address that I have no idea where it came from. Tried numerous times to speak with someone about it but was always put on hold with no answer. I owe this company nothing!!Desired Settlement: A letter stating that I have been removed from collections and that I was never at fault.

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

Review: 1and1 charged me $14.99 for the renewal of the domain [redacted] on 8/19/2013. On 8/25/2013, I completed a transfer of this domain to [redacted]. According to ICANN (the registration authority for domain names), if a transfer is made during the grace period of 45 days (which this was), the 'losing registrar' is credited back the renewal fee. Here is the official document: [redacted]

Thus, 1and1 has charged me for a service they have NOT provided.Desired Settlement: Full refund of $14.99

Business

Response:

Dear [redacted],

We understand that domain [redacted] renewed under your account, prior to later being transferred away on August 26, 2013. We also understand that the domain was no longer wanted or desired to be renewed on our end.

Please note that, unless domains are proactively cancelled or transferred away, they will renew on their scheduled renewal dates. 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.

You would have needed to go to [redacted] with your Customer ID and password. Here, you can remove individual domains, individual aspects of your service, or cancel your service entirely.

Although, again, the cancellation and/or transfer needs to be processed well prior to the domain's renewal date. This prevents the domains from renewing and then you wouldn't be invoiced.

As a courtesy now, we will refund Invoice #[redacted] for you. 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. In the future, please give yourself ample time to complete this cancellation process prior to the renewal of any unwanted domains.

Thank you for using 1and1 Internet.

Best,

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:

Review: In 2012 I signed up for a list local service through 1&1, an add-on package to my existing web hosting package also with 1&1. This package is billed in 3 month increments at $12.99 per month. In approximately March of 2013 I contacted 1&1 via their website ticket support system to cancel the list local service. In June of 2013 I received an invoice from 1&1, billing me again for the list local service at a charge of $38.97. Obviously unhappy, I contacted 1&1 yet again at the end of June and explained that I had canceled the list local service earlier in the year. Initially I received a response from a [redacted] who informed me that I could visit a specific cancellation web address to cancel my package. This was of no help to me due to the fact that I did not wish to cancel my entire web hosting package, simply the add-on list local service. I replied and explained the situation again and received another reply from a [redacted] who informed me that 1&1 had no record of my previous cancellation request. How convenient considering that the ticket support system is provided by 1and1 through the 1and1 website. I have been billed for a service that I specifically requested to be canceled for two billing cycles totaling six months and $77.94. As a customer of 1and1, when I log into my 1and1 account and specifically send a cancellation request via their ticket support system, I expect for the cancellation to take effect immediately. There are numerous complaints from 1and1 customers on several different websites concerning their billing practices and I do not intend to be another victim. If need be, I will contact my credit card company to file a charge back, I will contact the office of [redacted], the Pennsylvania State Attorney General and I will contact the Federal Communications Commission. It certainly goes without saying that I will be migrating my website to a different host in the very near future.Desired Settlement: I am requesting a refund in the amount of $77.94 for two billing cycles for the list local service.

Business

Response: