1&1 Internet, Inc

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: 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: The company renewed without authorization internet hosting related services which were earlier and explicitly cancelled (and fully paid for by the way) then subsequently sent bills for the unauthorized services. There was NEVER authorization to renew the services nor were the services ever used. I have verbally explained that these charges were not authorized and should be removed.

Earlier, before the claimed renewal the company called me repeatedly trying to sell me and get me to renew services and they were repeatedly told that I did not want them and that they were no longer authorized to call me and the numbers they were using were on "do not call" registers. They continued to call and then have recently called claiming that they were owed money on the renewal.

I have told them they were never authorized but they will not used.

I told them in that call that my next action was to (1) file a complaint against them using the Revdex.com, (2) file a complaint against them using the Consumer Fraud Division of the CA State Attorney General, and (3) that any further contact with me would be acceptance of my fee in responding and otherwise continuing to act against these baseless, fraudulent and criminal conduct on their behalf and I will be invoicing them at the rate of $250 which is less than 1/2 my current hourly rate for time spent thereafter plus an estimated amount of time for time spent to date trying to get them to resolve the situation. I have spent 1 hour trying to get through their customer service department his evening without luck and estimate that I have spent 2 hours previously in this matter.

Their most recent invoice ID is [redacted] indicating they have by their actions now accepted my terms.Desired Settlement: Cancel all accounts, remove all charges, terminate any collection threats and efforts, and send written confirmation of same or I will be making a legal demand against them in an court of competent jurisdiction.

Business

Response:

Review: I haven't been able to cancel the service after repeated phone calls and attempts to login online.

January 10 – free trial started

Feb 14, 2013- charged $59.97

May 5- I contacted via phone to cancel and was advised we were in a year contract and could reduce our service to $9.95 a month. Reference # [redacted]

May 11 – invoiced for $59.97

May 14- received email stating that package had been reduced and contract term started anew.

May 15 - $59.97 charged to credit card

Dec 5, 2013- I contacted to 1&1 to pay my balance and cancel contract. Spoke with [redacted]. Then I received an invoice showing another billing period was started from 12-2013 ending 3-5-2014 for $9.95 a month, $29.97 total.

Dec 15 2013- Charged was $29.97 to credit card

I’ve paid $149.91 total which pays for 12 months of service. I didn’t use the service and don't want the service. I want the contract cancelled with no more $ due.Desired Settlement: I want the contract cancelled with no more $ due.

Business

Response:

Review: Attempted to cancel service on October 2nd. Overly complicated cancellation process. Company sent confirmation email of cancellation of service. Then, the company proceeded to send new invoice on October 13th. Had to spend an extra half hour on the telephone with company.Desired Settlement: Cancel service. Compensation for extra time spent on telephone to fix extra billing by company after I had already cancelled this service.

Business

Response:

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

I sincerely apologize for any inconvenience associated with the cancellation of

your account.

As per the conversation that you had with one of our agents on 10/14/13

after

filing this complaint, your account

has been completely canceled, and we have cleared the open balance of

$20.97, which is the amount of the October invoice that generated prior

to the

cancellation. Aside from that, we are going to refund you the $18.95

late fee to the credit card on file. Please allow 3 to 7 business days

for the refund to be processed. If the credit card needs to be updated

in order to receive the refund, please contact me via phone at:

###-###-#### to make sure that we can issue the refund to you. Once

more, I apologize for the cancellation issue and inconvenience

associated with it.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Review: In July a sales agent of the company had requested that I signed up for my website plus package as an update to my current business package. After I signed up I was told it will not be automatic to transfer all my domains in the business package to the new my website plus package, so I called back to downgrade the My website plus to my website personal. This was honored, but to my surprise I was still been charged for both the my website plus and my website personal. I never checked the details until October when I saw that I've been charged for the two instead of only one (the downgrade). When I called I spoke with a gentleman who gave me the option of early cancellation and I told him exactly what I wrote above, that this was suppose to have been cancelled. he confirmed I requested for downgrade but I didn't request for cancellation which was totally wrong. I did request that the website plus be downgraded to personal and cancelled the plus, but I was been charged for the two. I also requested to speak with his supervisor to resolve this and he declined.Desired Settlement: I want 1&1 to refund $79.96 for the 4 months ($19.99) charges for my website plus which was already downgraded to my website personal ($4.99) and I was still been charged for both after requesting for downgraded and cancellation of the latter.

Business

Response:

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 MyWebsite Personal (12 month term) package as of 10/11/2013.

We will deactivate all package features on this date.

Invoices #[redacted], [redacted], and [redacted] have all been refunded

will post back to the payment method on file within 7 - 10 days.

-----

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 10/11/2013.

We will deactivate all package features on this date.

Invoices #[redacted], [redacted], and [redacted] have also

been refunded and will post back to the payment method on file

within 7 - 10 days, as well.

Best Regards,

Your 1&1 Internet Team

1&1 Internet Inc.

www.1and1.com

Review: 1and1.com collected fees from me but never allowed my website to go live on the internet. I completed the whole process but then they kept telling me to call back in two months for them to "process" and make the website live. But when I called them two months later they kept me on the phone for like over an hour and then asked for my monthly payment. And then they sent me harassing letters saying that I owed them money. And they now own my domain name and no one including me can use that domain name. They also wanted to know what other domain names I liked I guess they would want to own them as well.Desired Settlement: I want my domain name back

Business

Response:

Review: I have not used the Internet Site which I had paid for until 2/11/2013. I called them and told them I wanted to pay them in full ($28.87). I wanted to pay them with my credit card. They kept telling me I had to go online & pay. I continued to tell them that I don't have the website and offered to send them a check. I have offered to pay the bill with my credit card every

time I called them. I never heard of a company that won't let me pay my bill. Now they sent it to collections.......what is wrong with this picture?Desired Settlement: All I want is to pay my bill with my credit card and have these people send something for me to give to the

Credit Card Bureaus. I have excellent credit. If this does damage my credit I will consider filing a lawsuit.

That being said, it is not what I would like to do. This should be simple. I WANT TO PAY THEM. I CALLED SEVERAL TIMES. OFFERED TO PAY CREDIT CARD OR BY CHECK. I HAVEN'T USED THE SERVICE IN YEARS.

Business

Response:

Dear [redacted],

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

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

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

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

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

Thank you.

Review: I had a website account with 1&1 internet and pre paid for the year not knowing it was going to auto renew after a year had lapsed. I had stopped using the account awhile back and didnt know I was supposed to cancel in order to avoid later charges. Next thing I know im getting 3rd party colllection services contacting me to try and force me to pay. I contacted customer service biling to find a way to resolve this issue. They transferred me to customer service and they said the ONLY way to cancel was for me to give them my PASSWORD in which I signed up for and used for my account. I believe that this is against or should be against the law seeing as a password should be confidential information and only is known to the person who created it. I refused to give them my password and after awhile of re refusing they said I could give them my address instead.(so much for the password being the only way) I have yet to email the complaints department to try and take care of this balance due issue.Desired Settlement: Not require password info to cancel an account

Resolve billing issue

Business

Response:

Dear [redacted],

Our apologies for any inconvenience or confusion caused here. Confirming the account password at the time of calling in has become a necessary security precaution. It protects both the customer and 1and1. We ask for this in order to confirm the identity of the person calling in. We do apologize again for any inconvenience that may cause. I will definitely pass your feedback and reservations about this process onto the proper department for further review and potential implementation.

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

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

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

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

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

Thank you.

Sincerely,

Review: I purchase a plan from 1 and 1 in March. I filed a complaint with the Revdex.com in May. 1 and 1 Internet wrote an apology letter and agreed to waive the charges because I canceled the service within 2 weeks of purchasing it. I just received 4 letters in the mail from [redacted] system because 1 and 1 Internet did not waive the charges like they stated they would they have sent a bunch of stuff to collections and I have no idea what the charges are for. I have a bill for 17.98 18.95 29.97 12.99.Desired Settlement: I want these items removed from collections and waived. I don't ever want to hear from 1 and 1 Internet or any other companies about this. This is unethical to make an agreement through Revdex.com and then dishonor it.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here. We had previously helped cancel Account [redacted] and cleared the outstanding balance with collection agency [redacted]. You are now referencing a completely separate account, [redacted] created on Apr 6, 2013 with [redacted] under it. Like Account [redacted], we will also have this account canceled out, removed from collections and the outstanding balance of $79.89 wiped for you. As such, there is no further action required here. For your reference, this is outlined under Case ID [redacted]. I hope that proves helpful. Thank you.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: 1and1 has billed me for services not ordered and those that I have asked to be cancelledDesired Settlement: Refund

Business

Response:

Review: For months now, I've been calling 1and1 because they've billed me over $360 in the past 5-6 months and I have not been able to use the service I'm paying for. I've bought numerous domain names from them and anytime I send an email to my private registration proxy email address it gets returned as Undeliverable. It's been that way for months now and that's unacceptable because I have been trying to sell these domains and noone is able to get in touch with me to put in an offer because the emails keep coming back as Mail Undeliverable. I've called 1and1 several times over the last several months to let them know how much money they're costing me, and each time they say that they're going to get the server fixed soon. I've had enough.Desired Settlement: I'd like to get $360 you've billed me over the past 5-6 months that your servers have not been working.

Business

Response:

Review: Today I went to order a domain from 1&1 internet. I'm currently in the process of building a roughly $3,000 website for a community I'm creating, and when I tried to finalize the account I was unable to register on their site because my phone number was not a "US" number. However, on their site they clearly have options for Armed forces pacific, Armed forces Europe, and Army forces America's. This leads you to believe that as a active duty military your Armed forces pacific phone number/billing information WOULD be accepted. However, when the site declined my phone number I decided to call their support line to attempt to correct this issue or manually add my account to their site. The first individual I talked to didn't even attempt to resolve the issue, she stated "Japan accounts are not support, but I'll transfer you to tech support" And before I was able to explain the situation I was on hold. As soon as I started talking to tech support and explained the situation to Jaun I was transferred BACK to sales departed because "this is a account and billing issue, I cannot help you in tech support" I repeated asked to be transferred to a manager and both Juan and the next representative which I believe was named Dave refused to transfer me and hung up the phone as soon as he gave me his "name" which I doubt is his real name.

This was completely disrespectful, and disgusting service. They took no care, nor pride in their work. Where rude, disrespectful and un-supportive of the issue. I'll never do business with them again, but I cannot and will not allow companies to be this disrespectful to individuals. To me, it seemed as soon as they heard "Armed forces Pacific" they stopped caring, and put up a wall. And I find that, VERY disrespectful.Desired Settlement: I want them to remove the false advertisement of Armed Forces (region) support if they clearly don't support those deployed in these regions. It's disrespectful to those who serve, and they have zero right to advertise something they clearly have zero desire to support. I would also like a written letter of apology for their rude and disrespectful treatment of both a customer and a deployed service member.

Business

Response:

Review: We had a web domain hosted with 1 and 1 and wanted to transfer this to another company. Associated with a web domain there is a "Whois" record that contains contact name, address, email and phone for the domain - and this Whois record is publicly available through the Internet. As hackers and spammers typically "farm" these Whois records to obtain personal data, it is common to use Domain Privacy that obscures this data.

In order to transfer our domain, 1 and 1 informed us that we would have to [redacted]ge our domain from Private to Public and advised us that we should [redacted]ge our personal data first. We followed their directions and [redacted]ged all of our contact data - then set the domain to Public. We were shocked to find that, even though we had [redacted]ged the data in 1 and 1's servers, our personal data was published on the publicly available Whois system.

We contacted 1 and 1 and they refused to take any action to protect our personal data, and told us that it would take up to a week for the transfer to occurDesired Settlement: We would like 1 and 1 to immediately take steps to update the Whois system to protect our personal data

Business

Response:

Dear [redacted],

We are more than happy to look into this matter for you, however, the account

number and/or domain name(s) in question were not provided for us to properly

research and assist you. Please send these in reply so that we can

definitely take a closer look into what is taking place after receiving the

necessary information from you.

We apologize for any inconvenience that has been caused here.

Thank you.

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: When ordering a Business Hosting package, a free copy of [redacted] CS 5.5 is supposed to be included, and no restrictions on minimum hosting term duration are mentioned. I ordered the monthly subscription and instead of [redacted] CS 5.5, I was offered NetObjects Fusion 1&1 Edition. During the whole order process, you are told that you will be able to get [redacted]. A previous sales contact from 1&1 told me about the package and that I could get [redacted] on the monthly subscription. I called customer support and they thought I should get [redacted] with my package too. They had to escalate my case and when I received a response, I was informed that [redacted] was not included with the monthly subscription.Desired Settlement: I would like 1&1 to follow through on their promises and deliver a copy of [redacted] CS 5.5 to me.

Business

Response:

Dear [redacted],

Our sincerest apologies for any inconvenience or confusion caused here.

I have checked on your concerns and can re-confirm that at current, we are not offering the [redacted]® CS5.5 software with the one-month subscription of our Business LX Package. Due to limitations with the tariff of that package, it would not be possible to automatically add the service into it for you. This is not a customer service limitation, but a systematic one. A workaround could be outright ordering another Business Package new, opting for a contract (as opposed to the month-to-month subscription), and then with the promotion you take advantage of, the software will be available for your use. If you order the new package, you would just need to transfer any data/domains over to it and we can then help you cancel out the old, ensuring that there is only one active contract under your account. If you would like assistance to ensure you add the correct package onto your account, our Sales Department would be happy to walk you through the process: [redacted].

I have personally passed your concerns with this not being clearly advertised onto our Marketing and Developing Team. An incident report has been created, and the team is working on having this more clearly outlined for customers, to avoid any further/future confusion.

I would be happy to issue three free months of service in light of any troubles you've experienced. I can issue it to the package that you have now, should you wish to keep it as-is, or wait until you order a new package and then apply it towards that. Please let us know how you would like to proceed there. You could send this update to my work address which I always have access to - [redacted]@1and1.com.

I hope to have better clarified, and thank you for your patience here.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The problem is clearly false advertising, which was never fully acknowledged. I checked again and I can find nothing that suggests that opting for a 1 month contract is any different from a 12 month contract in terms of software offers available. According to [redacted] is included for free with all Business hosting packages. [redacted] does not make any discinctions between hosting packages, although it does imply the possibility of one, given that it says "or," but that doesn't count because other places make it clear that [redacted] is included, so this instance of "or" must mean you have a choice between the two. There are no details anywhere, nothing in any of the terms and conditions, nothing anywhere that mentions or suggests anything other than the requirement that you purchase a Business hosting package.

Review: 1and1 Internet was advertising domain name rental for one full calendar year at the cost of $1. Over the next few weeks I received many e-mails from them offering me other products and services that they offered--all significantly more expensive than the original plan that I had signed up for. It's a very understandable way to advertise, and I certainly don't mind that part. I was then contacted by phone from a gentleman offering a design service on behalf of 1and1. He reassured me that there'd be no fee for them to draft something up, and that there'd only be a fee if I had opted to use the design. I gave him a rough idea of how I'd like the site to look and he said that they'd be in contact with me about it. I never saw the design.

On my next invoice I got a bill that included a $19.99 monthly recurring fee that auto-renewed every 3 months. I contacted the company to cancel all of the services that I am subscribed to through them and I am met with an $80 early cancellation fee. I am extraordinarily dissatisfied with the transparency of this company.Desired Settlement: I would like the cancellation fee to be nullified.

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 refunding Invoice #[redacted] in full ($59.97) and waiving the early termination fee - You are not required to make payment on it. The $59.97 credit will post back to the payment method on file within 7 - 10 days.

We apologize for any confusion caused throughout this process.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Review: Earlier in 2013, I signed up for a website with hosting. The same month, I decided I did not want the website, and I cancelled it. I had already paid for that current month. About a week ago, I received a bill for over $100 in the mail from a bill collector regarding my 1and1 Internet hosting account. I had walked through the online process to cancel it, and removed a payment method just in case, so I called the bill collector ([redacted]). I explained to them that I had cancelled the account and removed the payment method. Ignoring what I said, the [redacted] representative told me one sentence: "You need to pay this bill." I thanked her for her time and called 1and1. The first representative I spoke with tried to help me. He was in the billing department, I believe. His manager told him to tell me (instead of speaking directly, for whatever reason) that I had, in fact, never submitted a cancellation, as "this needed to be done over the phone". This confused me, because I knew that I had taken care of this online. I was never aware of any hidden fees from not calling. He said he was sorry and that he would transfer me over to the cancellation department, and maybe they could resolve it. That's when my problems got worse. I was moved to a man in the cancellations department and he was so incredibly rude. I tried to explain my situation and I told him that I had cancelled (or at least, what I thought had cancelled) my account. He was very aggressive and told me that I had not cancelled the account, while raising his voice over the phone. I told him that I wanted to speak to a manager after he had rose his voice, and he ignored me, responding with "The email for complaints is...". I said, I'd like to speak to a manager. He responded this time, telling me that there were no managers who were available and that I needed to pay my bill. He said this very angrily at me. I asked him for his full name and he asked why. I explained that I would be submitting a complaint and needed his full name, and he told me to have a nice day in an effort to hang up on me. I asked to be transferred to anyone else. He told me he didn't understand my request, and to have a nice day. Right before he hung up, I rose my voice and said "Transfer me back to the billing department" and he said "Okay". I was transferred back to the billing department, where the previous representative had explained that it is up to the customer service agent if they'd like to give out their full name. The man in the cancellations department identified himself a "[redacted]", and refused to give me his last name because "It is company policy not to disclose that information".

Essentially, I was given an unexpected bill which I thought had been resolved, it wasn't, so I eventually spoke to 1and1, who had extremely rude representatives that wanted nothing to do with helping me, except for the individual in the billing department.Desired Settlement: I would like my bill adjusted for the unexpected amount that arrived at my house (over $100) and I would like an apology from "[redacted]" in cancellations.

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 nor collection agency [redacted] regarding this balance.

We apologize for any confusion caused throughout this process.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

--

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 07/04/2013.

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 07/01/2013. The domain registration will then remain active until 07/04/2013, at which point the domain will expire.

[redacted]: The auto-renew feature will be disabled for this domain as of 07/01/2013. The domain registration will then remain active until 07/04/2013, at which point the domain will expire.

[redacted]: The auto-renew feature will be disabled for this domain as of 07/01/2013. The domain registration will then remain active until 07/04/2013, at which point the domain will expire.

: The auto-renew feature will be disabled for this domain as of 07/01/2013. The domain registration will then remain active until 07/04/2013, at which point the domain will expire.

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

www.1and1.com

Consumer

Response:

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

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

Regards,

Review: I was contacted a year ago by 1&1 regarding an additional product on my account. I declined this product but the representative that was calling me put me down for it anyway saying it was free for the first month and I could cancel anytime. I caved and agreed to the terms. Within a few days a called back asking that this package be removed from my account. The representative I now spoke too was unwilling to do so and said I had to call back towards the end of the month. I did this and was then told they would cancel my account. 3 months later I received notice that I had been billed a week earlier for services which is an issue unto itself. At this point I notice that they have now billed me for the service I asked to cancel. I phoned again and they told me they had no record of my cancellation and that I am now locked in for a year. I said that was unacceptable but no-one I talked to was willing to do anything about it. 3 months later I again receive notice that I had been billed a week earlier. I call again and to the same result which is nothing. Next 3 months go by and this time I am prepared and make sure their attempt to process my payment is declined. They call me and I explain the situation and again refuse to do anything about it. They said if I didn't pay my account would be canceled. Well that is exactly what I wanted from the beginning and I wasn't about to give them the chance to try and renew this account for another year and go through the same fiasco.Desired Settlement: For 1&1 Internet to drop the final payment required and stop all the harassing emails and phone calls.

Business

Response:

Review: these mns continue to just try to ship my bill to collections... I had stated many times that I wanted to cancel. They continued to bill me and that I had to speak with the "cancellation department"

Every time they transferred me to "cancel" I would sit on hold indefinitely. I continued to try and the same situation happened again and again. I travel for business and cant sit around on hold on day. I have continue to try to call these people multiple times to have them call me back to cancel since they cant get them self to answer the phone in there cancellation department!

Christ people.

Bring these scammers to justice and people get my debt cleared by these scamming knuckleheads. Thank youDesired Settlement: clear this fictitious debt with this scamming company before I have to fly in and knock on these low lifes door personally

Business

Response:

Review: My husband, [redacted], and I had an account with 1 & 1 Internet for a domain, [redacted]. The account number is [redacted]. Their policy is to automatically bill a credit card or [redacted] for services every month. We used their services for over a year and then no longer needed them so we decided to cancel our account. They have a link on their website to cancel which I thought I did in March 2013. But then in August, I received two bills from [redacted] for a month of service for 1 & 1 for $20.97 and a processing fee of $18.95. I debated about whether to dispute it and decided it wasn't worth the hassle and today I called [redacted] and made a payment with them over the phone after they guaranteed if I made immediate payment it would not be reported to the credit bureaus. The customer service representative at [redacted] then advised me to call 1 & 1 Internet to assure that my account was cancelled or I might receive additional charges. I then called 1 & 1 at 3:00 pm, September 6, 2013, and first spoke with a customer service rep about my situation who said my account did not show as being cancelled and that she would have to transfer me to the cancellation department. At 3:07 pm, she transferred me to that department and the representative said his name was James. I informed him that I needed to cancel my account. He said that he attempted to cancel the account and then said that he was unable to do so because their was a cancellation block on the account but that there shouldn't be one. He then said that he would have to forward everything to his supervisor and that he would take care of the cancellation. I asked him if I would receive a cancellation confirmation and he said yes and that I would not have to call back again. I then asked his name again because he sounded unsure and this time he told me his name was [redacted]. I searched on the internet and found numerous complaints against the company regarding being unable to cancel their accounts which is why I am filing this complaint.Desired Settlement: I want them to cancel my account immediately and confirm that they have done so and to stop billing me. It would be nice if they would refund the money I paid to [redacted] but I will be satisfied with just the cancellation and no more charges in the future.

Business

Response:

Dear [redacted],

Sorry for any confusion caused here. 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.

The account has since been set to cancel as of September 13, 2013 and we've also refunded the latest invoice on file - #[redacted] - as a courtesy. The $80.91 credit will post back to the payment method on file within 7 - 10 days. If you need to update the payment method in order to successfully receive the credits issued, please contact our Billing Department via ###-###-####. There is a [redacted] Account linked to [redacted] on file now.

I hope that proves helpful and thank you for your patience throughout the process.

Best,

Customer Care

1and1 Internet Inc.

www.1and1.com