1&1 Internet, Inc

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

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here. As mentioned by our Billing Department, the domain was renewed with 1and1 on 03/11/2013 prior to later being transferred as of 03/25/2013. The transfer would've needed to take place prior to the renewal date to have prevented the process and invoicing. I can refund the fee for you now as a courtesy and will also close the account down in full. The credit will be returned to the payment method on file with us within the next 15 days; if the balance has not been yet paid, the refund will credit against the outstanding balance. Our apologies for any delay or frustration you may have experienced in resolving this matter. Thank you for using 1and1 Internet.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Customer ID: [redacted]

Contract ID: [redacted]

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

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

We will deactivate all package features on this date.

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

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

http://1and1.com

Consumer

Response:

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

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

Regards,

Review: On 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:

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:

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

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

Please see copy of email attached.

[email protected] ([email protected])

Add to contacts

6/07/14

To: [redacted]

[email protected]

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

Thank you for contacting us.

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

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

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

--

Sincerely

Dennis

Billing Department

1&1 Internet Inc.

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

>

> [redacted]

>

> > From: [email protected]

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

> > To: [redacted]

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

> >

> > Dear [redacted],

> >

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

> >

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

> >

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

> >

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

> >

> >

> > Sincerely,

> >

> > Your 1&1 Team

> > www.1and1.com

> >

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

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

> >

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

Business

Response:

Review: 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: I need to redirect my domain name to a different URL . According to 1and1 I have changed the name server and pointed to 1and1 . But it is not working for more than a week. every time I call them the customer service simply asks me to wait for 24-48 hours . Then they said they have esclated the case but no change is happening.Desired Settlement: Since I have been using their service for years and other business are tied with this . I want them finish the job.

Business

Response:

Review: about a year ago I registered 2 domain names with this company. They apparently have their accounts set to auto renew by default and bury that fact in the fine print. I never logged into the account again once the initial setup was complete and I am now being told that they are trying to charge my card $29.98. When I discovered they were trying to do this I immediately asked them to cancel my account and to cease trying to charge my card. They replied that I would have to cancel online, which I immediately did. I then again asked them to cease trying to charge my card. They then replied that they in fact did receive my cancellation and will and have honored it but will not cease trying to collect $29.98 from me.Desired Settlement: I would like them to cease trying to collect $29.98 from me for charges that I did not agree to consciously. I would also like them to stop the practice of of duping people into auto renewals by having that option on by default. This is a sneaky and underhanded practice that should be outlawed as it is criminal.

Business

Response:

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: 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: 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: 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 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:

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: 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: 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: 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,

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: 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 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: