1&1 Internet, Inc

Review: I was charged incorrect amounts for over 2 years and each time I called to get assistance I was brushed around and on the line on hold or with someone for over an hour each time. I was charged for services I denied and when asked for a credit back I was given one credit. I later found out it was for 2 charges and then the amounts escalated without noticed. I reached out to them through email and never heard anything back. I've even had a conversation with someone who litterally told me "That sucks... call back between 8-5" When I asked if they could call me back he said they couldn't because they are only an inbound call center... I still have never gotten a response to that email.Desired Settlement: I just want to be refunded for the services I haven't used and which were illegally placed on my account for invoice numbers...

[redacted] - [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - [redacted] - [redacted]

Business

Response:

Review: Last December we turned off auto renew and auto charge on our account so that 1and1 would no longer automatically charge our card for domain name renewals each year. We recieved confirmation via email that the auto renew was in fact off.

1and1 then charged us 5 separate times and each time did not answer our emails and correspondence regarding these unauthorized charges.

Having no other choice we were forced to do credit card chargebacks to get our money back.

The last time we had to do this 1and1 decided to lock our account and to hold our domain names hostage unless we sent them a letter stating that I authorized the charges that I did not authorize and that I must pay them additional service charges or they would not unlock my account and all of my domain properties would be released to the public without my consent.

We have lost domains and want to save the remaining domains that we own. 1and1 has done this to hundreds of other customers as well from the letters they have put online.Desired Settlement: Unlock our accounts and unlock our domains so we may transfer them and refund any unauthorized charges.

Business

Response:

Dear [redacted],

Sorry for any confusion caused here.

The account was locked as there was a chargeback on file from both December 2012 and February 2013. During the first chargeback filed in December, we won, in that your bank sided with us and returned the funds that were disputed. In January 2013, you were issued a full refund for Invoice #[redacted] in the amount of $39.96 and then filed another chargeback in early February 2013, after the refund was already issued. When a chargeback is filed, the account is locked and the lock is removed when a form is filled out and sent in to us.

I have unlocked the account for you so you can transfer services away as desired. Directions for transferring the domains can be found here:

- [redacted]

We have already refunded the invoice in question that was disputed twice, Invoice #[redacted]. It would not be possible to refund the same amount twice and we'd be unable to honor your request for additional compensation.

If the account needs to be canceled after the domains are transferred, please reference the following: [redacted]

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

Sincerely,

Customer Care

1&1 Internet Inc.

www.1and1.com

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Review: In Jan 2013, I had signed up on line for web site service with 1&1 Internet Inc. Within three hours of signing for a monthly charge, I tried to navigate the website building tools and found it to be very difficult and inferior to my needs. Within two hours, I called the company and wanted to cancel. I am a Missouri resident and under the "Buyer's Remorse" law, I have 72 hours to cancel any verbal, written or electronic agreement. I did not receive any direct answer from the customer service rep that could not or would not forward me to the person who could make a decision.

I never tried to access my account ([redacted]) after that day.

I have sent correspondences to no avail after I started getting billed. I canceled the debit card that I used so the payments would stop. When I did that, I did finally get correspondences from the company demanding payment. I explained that I was covered under Buyer’s Remorse and even explained that I was currently under Ch 7 protect proceedings. The company forwarded the demand for $3.95 and $29.97 to a collections agency in July 2013Desired Settlement: For the company to abide by the Missouri Buyer’s Remorse Law and stop contacting me or demanding payment for a service that I never used.

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: My account number with the company

Customer ID- [redacted] and Contract number is [redacted]

I had several domain names which I had cancelled and my credit card on file had expired. The company send my account for collection and I had to pay $100 to the collection agency. My dispute is if I had cancelled the domain names, why did the 1and 1 send it for collection. Even If I did not cancel the domain name, as the internet tradition if bills for the domains are not paid, the domain goes out for resale or public.Desired Settlement: I need 1and 1 to refund me $100 at my address

[redacted], [redacted], MA [redacted]

Business

Response:

Review: I registered several domains over several months time beginning around august 2012. I subsequently called and cancelled all domains except two. When the renew date occurred I was charged for all the domains I had already cancelled. All I want to keep is [redacted] and [redacted].Desired Settlement: I want to be refunded all monies save the cost of the two above mentioned i

Business

Response:

Review: 1 & 1 tried to automatically charge my credit card for a domain renewal that I did NOT authorize. My card had expired. Now they have sent my account into collections. I did NOT authorize them to renew the domain name.Desired Settlement: I want the account to be canceled. I do NOT want the domain. I do NOT owe this company money and I want them to cease with their collections attempts.

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 received two collection notices from [redacted] on behalf of this company. I contacted [redacted] to determine "who" this company is as I had no record of them. [redacted] transferred me directly to the company. When the recorded message asked if I was contacting them about a "collection" issue - I responded and was kept on hold for 10+ minutes. I then spoke to a person who told me the collection was based on an "automatic" renewal every 6 months. Again, I did not recognize this company and told her to put me through to "cancellation" department. I was put on hold again for another 10+ minutes until [redacted] came on the line. He asked for information to "verify" who I was including the "password". I told him since I had no idea who they were, I couldn't provide a "password" for services I was not using.... I asked him on who's authority they charged us for services and he responded that he could not "discuss" the details unless he could verify my identity. Once again, I asked what more he needed after verifying the account number, the company name and address. He then asked for a credit card number! After I refused to provide this, he said he would email me the cancellation form. I received it but I don't know what I'm cancelling and the form itself refers to "terms and conditions" of a "contract" which I do not have a copy of. I asked him to fax me a copy - he stated they couldn't do that. I called [redacted] back and filed a "dispute" and am now contacting the Revdex.com to assist. I do not trust the document I received.Desired Settlement: I want the collection filing -reversed. The supposed "account(s)" cancelled and closed and confirmation of both "clearly" mailed/emailed to my office.

Business

Response:

Review: We received a late payment notice for Invoice [redacted] but received no services nor authorized any services and never received an invoice. When we called the company to inquire, we were referred to Fraudulent Department to report the problem. We were told by [redacted] this was not fraud, that [redacted] placed the order (her name appears on the invoice). I explained we do not have anyone at our company by that name. He said he could not take my word for that and hung up when we I asked to speak with his supervisor.Desired Settlement: This invoice needs to be disassociated with our company. I want to make sure that this company does not contact us for any reason going forward. We are not interested in their services nor have we ever been. I spent a fifteen minutes on the phone with several individuals, each one ruder than the previous. I suspect this company is digging for company information that can be used for fraudulent purposes.

Business

Response:

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 07/30/2013.

We will deactivate all package features on this date.

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.

Thank you.

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: The company provided notice of a price increase, associated with new product features. Consumers were given the opportunity to opt out of the price increase with an email. I opted out, and subsequently received 2 phone calls from the company explaining the value of the new product features. I declined the price increase with both phone calls. Several months later, I was charged the increased price for the new product features. I contacted customer service and told them that I had opted out. The company's customer service asked for proof of opting out (original email), which I provided. Customer service responded that it was not valid proof of opting out and that their system did not allow them to return me to the original price. Upon request, my complaint was escalated to the cancellation department, with which I went through the entire process (again) of explaining my issue, being accused of not opting out, providing documentation of opting out, and being told that my opt out was not valid, and that their system could not support returning my account to the original billing. So, I called their cancellation department, and clearly explained my issue. I finally got someone who understood what was happening, and escalated my complain from the cancellation department to...wait...wait...wait...the original customer service department where my complaint was denied because I did not "opt out."

I am a huge fan of 1 and 1, and have been a customer for several years now, probably 7 or 8 years, and spend several hundred dollars with them a year. I'm really having a hard time understanding why they are so unwilling to correct a simple error on their part over literally about $12 a year in fees.Desired Settlement: I would like 1 and 1 to return my package in question to the original billing amount before the price increase as I opted out once via email, and twice via phone call.

Business

Response:

Review: I have been a customer of 1and1 since 2007 and since then I have been charged $29.97 every 3 months for a basic web package. Since starting a family (we are pregnant with our third), the only business activity that is recorded on my business checking account are quarterly deductions from 1and1. I do not monitor the account, having never had problems with the company before now. June 11th, I received a Declined Debit Note email stating I did not have enough money in my account for the deduction. Knowing I should have enough to cover the $29.97, I checked my account, only to realize they have been making several unauthorized deductions from my account! I have now called the company 3 times, talked to 5 different people, and sent various emails to the complaints center, only to receive no customer service. Each time I have expressed my problem and they continue to tell me that a sales representative called me last November and I agreed to a free trial of a plus package (more expensive package) in addition to my original web package and that once the 30 days were over that I became locked into a 12 month contract where they have begun automatic deductions from my business account! I found several things about this that raised my suspicions.

1) I do not remember receiving a phone call, agreeing to a brand new website. There would be no reason for me, the owner of [redacted] photography, to accept this agreement when I have not been running my company, accepting any clients, advertising for it, or making the best use of the site I already am paying for.

2) Why would a department be contacting an already existing customer for a new product when there has been minimal activity on their current site? If I needed a new product, already having a website with 1and1, I would know where to go.

3) Why when I called to rectify this problem, do they admit to having an entire department who looks into recorded calls trying to prove agreements that customers are saying they never made? The representative even told me I'd be surprised at how many people agreed to something they weren't aware of agreeing to. Doesn't that raise a red flag that they are continually tricking customers into something they are unaware they are agreeing to?

4) They have not called me back as they said they would to let me hear this alleged call where I made such an agreement.

5) When a customer is unsatisfied and it is plain to see there has been no activity on this new site, isn't that enough evidence to show that the customer had no idea they even had a free trial and that they are not interested in the product?

6) I never received an email asking how the so called trial was going, if I was satisfied, letting me know the trail was approaching the end or informing me deductions would automatically be taken out of an account they did not have authorization to use for this purpose.

7) And lastly, that now they are arguing that they have no way of refunding my money and they are claiming that they are not able to cancel the site until 12 months are over.

I am blown away at their lack of customer service. When we first looked into this site in 2007, it had good reviews and so we proceeded. However, if you google the company now, all that comes up are pages of unsatisfied customers complaining that they were charged for unwanted products they never agreed to and that even when they canceled their service, they were still charged. Other customers even complained they canceled their credit card to prevent any more charges of their canceled accounts, only to receive letters from a collections agencies. I can't believe the customer service is behaving in such a rude, unhelpful manner and that the company is unlawfully taking my money and is being completely unethical refusing a refund. On top of not refunding my money they were not authorized in taking, they are lying saying they have no way of ending the charges and that I will be stuck paying for a second website for a year. Why would I need a second website when I barely use my first? This issue and they way they have handled it have made me physically sick to my stomach and very concerned as I continue to read reviews which make rectifying this nightmare seem slim to none. I am in my first trimester and already having experienced two miscarriages am concerned about dealing with such a stressful company during this time.

Revdex.com, I have only ever contacted you once before and was extremely satisfied with your prompt reply and how quickly the issue was settled.

Thank you!

[redacted]Desired Settlement: I desire a refund of any charges dealing with this account.

$29.97 debited on December 14, 2012

$29.97 debited on March 13, 2013

And they are currently trying to charge me $59.97 and are threatening sending it to a collection agency.

I would also like an apology and an agreement to not use my phone number on file for any sales calls.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted]

Date: Mon, Jun 17, 2013 at 1:54 PM

Subject: Complaint ID # [redacted] - [redacted]

To: "[email protected]" <[email protected]>

[redacted],

Review: I run a small business in which my website and the employees emails are hosted by 1&1 on a shared server. The server is constantly blacklisted due to others improper actions, unrelated to us, on the server. I write emails to [email protected] almost 2-4 times perweek regarding issues that we are having with a slow webmail, our IP being black listed, and other various issues. I am lucky if I even receive a response. When I do it is a standard response that doesn't even mention my issue and a telephone is requires to receive any action towards a resolution. A telephone call takes 5-20 min to speak to a represenative. The final straw.... and the reason why I am writing this complaint today is the fact 1&1 loked our account due to "suspicious activity." That happend today, Friday around 4:45 PM. I received no email or telephone call that warning me that there was "suspicious activity" before locking our account. When I called and waited on hold for 12 minutes and was able to speak to someone their "Abuse Department," the only department able to resolve and unlock our account was closed. They reopen on Monday and I would have to call back. Meanwhile our account was locked and the company's emplyoees were all locked out of email until Monday at sometime when I could wait on hold to have this resolved.Desired Settlement: Locking out an account without any notice when the only department that is able to unlock our account is only in the office 35 hours when there are 168 hours in a week is unexceptable.

Business

Response:

Dear [redacted],

Our apologies for any inconvenience caused here.

Your account was locked as the mailbox was compromised and was sending out excessive amounts of spam. In order to protect our servers and the safety of your mailbox, the account and e-mail were locked. In order to have the lock removed, all necessary actions were outlined and sent in a formal notification to the e-mail address on file. In looking into your account, I see that the e-mail address on file is directly linked to the account ([redacted]) and as such, when the account became locked, you lost access to it. For reasons like this, we advise customers to have an e-mail on file not directly linked to the account, like a [redacted], etc. It would also be the responsibility of the account holder to protect the security of the account.

Since you did not receive the e-mails, I see that you called into our Abuse Department when they were not open. I understand that this prolonged the process of your account remaining locked and we again apologize for any inconvenience caused. In light of this and as a courtesy, we have issued three free months of service towards Contract [redacted], which will delay its next Basic Fee hosting charge by three months. I have also passed your feedback along in regards to the abuse locking and availability/accessibility of the department.

Thank you for your patience here, and we will continue to work on this to serve you better.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: When asked to clarify their biling practices, they chose to ignore me and instead reply to a previous email with the exact same response previously provided. It would appear that their monthly fee secretly implies a 12 monthly minimum term (secretly since there's no indication on their website).Desired Settlement: Actually answer my question; provide clarification as to the billing cycle and how to select monthly billing cycle if available.

Business

Response:

Dear [redacted],

We would be happy to take a closer look into your concerns, however the number of the account in question was not provided for us. Our system also does not recognize the e-mail address you've listed. Please provide the account number or e-mail address on file and we'd be happy to pull your information within our system and investigate the case. You can provide this in reply here, or to my work address which I always have access to - [redacted].

I look forward to hearing back and further assisting. Thank you.

Sincerely,

Customer Care

1and1 Internet Inc.

Review: My 3 domains were cancelled without proper notice (no phone call or mailed letter) and since Dec 8, 2015 I have been on the phone with both customer service and technical support multiple times to get our website up again to no avail. I have been repeatedly lied to by their phone agents. The first time I called the technical support person he insisted I had to send a wire transfer and refused to transfer me to a supervisor when I asked to pay via credit card and he refused to let me do so. He failed to give me sufficient information to initial the transfer, therefore I called the billing department to get their contact info. I was then told that they DO NOT accept wire transfers and that she had no idea why someone would have told me that. I gave her my credit card info (which they already had on file, even though they cancelled my domain and claimed I had not paid for the the domain fees, even though I had given them an updated credit card well in advance). After speaking with this female representative, she told me they had "escalated" the issue and that the domains would be active within 3 hours at the most (this was 11am on 12/8/15). I received a confirmation email at that time and was verbally told to expect another email within 3 hours telling me the domains had be put back up. 4 hours later I still had not received an email so I called first billing dept and confirmed that the billing issue had been resolved and then was transferred to technical support. I was told that the transfer had been initialed but that it would possibly take 24 hours to show up. I was told by that male agent that he would personally "keep an eye on" my case and ensure that it went through quickly. On 12/9 the website had still not been put back online and I still had not received any email communication so I called yet again. I was told that the domain had been transferred and would be active in 24 hours at the absolute most and that I did not need to do anything to make sure this happened. at 1:34 am on 12/10/15 I finally received an email with a link to instructions for how to transfer a domain, I did not have access to my domain due to them blocking it from me so could not follow these instructions. I called technical support yet again and was told that no one had ever initiated any transfer and that it would be 24-48 hours before my domain was accessible to me. This is beyond unacceptable. I still have no access to my domain and am losing major revenue to my small business due to the utter incompetence of 1 & 1.Desired Settlement: Give me my 3 domains back!!! Refund of domain fees or free domain registration for 1 year. Disciplinary action against the agents who told repeated lies and an apology for said lies and deceptions.

Consumer

Response:

From: [redacted]Date: Tue, Dec 15, 2015 at 9:45 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[redacted]>Update on the complain: The business has issued a refund for my domain fees and has also finally reestablished my access to my web domains. It appears that me telling them of my complaint to the Revdex.com is what was needed to get them to finally resolve this issue. Thank you for the work that you do. So far no disciplinary action against the agents who lied and misrepresented but I doubt they would inform me of that anyway. Thanks,[redacted].

Review: We used a developer package that contained a free SSL certificate as once of the features of the package. We NEVER USED this free feature, and WE NEVER REQUESTED USE OF the feature - it was simply a free component of the product we purchased. We later switched to a new package that did not include a free SSL certificate. However, 1and1 charged our credit card $49 for an SSL certificate. Again, we never used or requested this feature before or after the package change. When we called 1and1 we were given a run-around, transferred multiple times. We were harassed because the name on the account is our business owner and I as the VP of Operations was not authorized to make changes. We then conferenced in our company owner and he gave a recorded authorization for 1and1 to speak to me on all matters regarding our account and also gave the same authorization for speaking to our IT support specialist ([redacted]). After that we were able to get someone to remove the SSL certificate removed from our account, but they had to transfer us to the billing department to attempt a refund for the charge. Then we spoke with a very rude female who refused to talk with multiple people on the line, stating it was against company policy, even though we just did with another department that recorded authorization and carried on a conversation with the 3 of us (business owner account is under, our IT support, and myself as the VP of Operations). She was also not willing to refund the charge and stated, "We have a policy of not providing refunds for services," and said we should have noted we did not want an SSL certificate when we changed our package to one that did not include an SSL. Why do we need to tell them we do not want something we currently aren't using?1? Furthermore, there was no way to do this, as there was no radio button to click or box to check when we used their website to switch our package to state we did not want to be charged for an SSL certificate when we changed packages. We then escalated the call to speak with the manager of the billing department, but were told if we wanted a refund we had to file a complaint in writing to their complaints department. First, w already spent a significant amount of time of the phone over a $49 charge, and to be told as a small business we needed to spend more time to write a complaint to have a charge removed for a service we never asked for, signed up for, or used takes even more time. It is our opinion this is criminal and fraudulent activity, to bill someone for a service they never requested, and clearly a smother tactic to require the time and effort of writing a letter to correct the situation and hiding behind a very convenient company policy that prohibits them from providing refunds for their services.Desired Settlement: We expect nothing less than a full refund of $49 for the SSL certificate that we never signed up for, compensation for the $85/hr charge we received from our IT support person for the hour he was on the call helping us try to straighten out their unauthorized charge to our credit card, a written apology for their abhorrent customer service, and we are open to any other recompense they would offer for the tremendous waste of our time and to attempt to retain us as a customer.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

The original package that you had, the Developer Linux, included an Dedicated SSL Certificate and you were never outright charged for it as a result - It was included within your monthly fee. When you downgraded to the Starter Package, you were charged for the service, as the lower level package does not include it.

Now understanding that you do not wish to be charged for the service, we have removed it from your account and no further charges will generate for it as a result. Additionally, I will refund the $49.00 fee reflected on Invoice #[redacted] and issue two free months of service towards the contract ([redacted]) as a courtesy and in light of any confusion caused. Unfortunately, we cannot compensate your IT-worker, only fees that are paid to us directly.

The $49.00 credit will post back to the payment method on file within two weeks, and the next Basic Fee hosting charge for Contract [redacted] will be delayed by two months.

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

Sincerely,

1and1 Internet Inc.

www.1and1.com

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me with regard to closing the filed complaint with Revdex.com. However, we strongly recommend more action from 1and1 in that they review their unethical billing practices, customer-unfriendly policies, and poor customer service. The fact the organization has numerous complaints filed with the Revdex.com (over 600) and a need for a "complaints" department should speak volumes to executives of the organization and be cause for serious concern. Billing someone for a service they never used, signed up for, or wanted, simply because they changed from a plan that offered it as a free feature, to a plan that did not include the free feature that was not being used and then refusing to provide a credit when we noticed the unauthorized billing and hiding behind a customer policy demanding a written complaint be filed to pursue a credit is atrocious and fraudulent. It is likely and reasonable to believe that if we would not have taken the time to escalate this issue with the Revdex.com we would have not received a favorable resolution.

Regards,

Review: Last month I received a letter from 1&1 Internet, Inc. informing me that I had an outstanding balance for service and that they had tried to reach me several times to no avail. As I understand, this company deals with internet domain names as well as other internet related services. I have NEVER engineered the creation of a website nor contacted 1&1 Internet, Inc. for any kind of internet services and so I ignored the original letter thinking it to be either a phishing attempt or other such scam.

Last week I received another letter, again indicating that I had an outstanding balance and that my account has been sent to a Collection Agency whereby incurring an additional charge on top of what I supposedly already owed. Again, I have never worked with this company and consequently can't possibly be an actual customer.

Upon several attempts to call, I was met with either Account Reps that could not help me and thus forwarded me to their Billing Department, or put on hold for well over 20 minutes each attempt, waiting for someone from the Billing Dept. to talk with me. As of this posting, I still have not been able to talk to anyone in 1&1's Billing Dept.

With great curiosity, I did some research on line regarding the company (looking for any additional contact information) and found numerous sites spewing volumes of complaints against the company - many which involved unethical billing practices. Having made several attempts to contact the Billing Department of 1&1, I feel I've given due homage in trying to talk with the company in order to settle this matter and in the light of my internet findings, also feel that any actual communique with their Billing Dept to resolve the issue, would only prove fruitless. Consequently, I am posting this complaint here.Desired Settlement: I would very much like for upper management to generate a letter explaining how I fell into their system (given that I've never done business with them), along with an apology and a very clear assuredness that the situation has been resolved and no further action is needed.

Consumer

Response:

------- Forwarded message ----------

From: Revdex.com of Metro Washington DC<[email protected]>

Date: Thu, Nov 13, 2014 at 9:13 AM

Subject: Fwd: Complaint #[redacted].

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: <[redacted]>

Date: Wed, Nov 12, 2014 at 7:36 PM

Subject: Complaint #[redacted].

To: [email protected]

Hello,

Since having filed the complaint below, I have connected with the company, 1&1 Internet, Inc. and the company has determined that the account in question was wrongly generated by someone assuming my identity. 1&1 is pursuing the incident further with their fraud department and have excused me of any negligence to pay. Consequently, I perceive the case to be closed with no further incident on my part.

While I have looked on your website, I could not find an area to which I am able to address this new information outside of responding back to this email. Hopefully this email is sufficient to conclude the issue of my complaint and we can close the case.

Thank you.

Review: 1 and 1 Website let an employee of mine set up an account with them under my company's name but the employee listed herself as the owner of the account. 1 and 1 billed me for the services out of my business account. Once this employee got laid off from my company 4 months later she contacted 1 and 1 and asked them to cancel the account with them as of the renewal date. 1 on 1 sent an email to my company address with a salutation on it of my past employees name stating they were going to cancel my account as of the renewal date. I called 1 and 1 and told them that I am the owner of the company and the past employee has no right do this. 1 and 1 stated I needed to send in a form showing I was the owner I explained to them go on the website and it shows you I am the owner. They said she is listed there is nothing they can do. I was able to go into my 1 and 1 account and make changes update the website and change email addresses. I spent all that time working on this then on July 16th the past employee called 1 and 1 again and put my website under construction. I found this out and I called 1 and 1 and they told me now as long as I had a password on the account this past employee would not be able to do anything and I just needed to send in an account change of request form. I hadn't gotten to that yet but I thought I was protected because they told me to put a password on the account and I did. Two days later 1 and 1 let this past employee cancel my account and shut down my website and it will now be shut down for 4 days they disregarding their own policy about checking the passwords and now I am losing business on minute by minute basis and losing creditability on the internet and creditability as a legitimate business altogether because of their negligence for their policy's and for letting anyone state the are the owner of a business when they are not.Desired Settlement: Put back up my website immediately. Change your policy and verify if the person setting up an account with you is the actual owner of then company. Follow your own policies. Make sure I am on the top of the organic search engines in my fields and work with me on that free or pay me for the loss of business you have caused me. Last but not least make sure this passed employee can no longer change my account or website if I choose to stay with your company.

Business

Response:

Review: Hello I signed up for a website thru 1&1 . then within a few hours I cancelled the site I called them even got emails telling me that I had cancelled and was all go to go. Then over the weekend I got two billing thru [redacted] which goes thru my debit bank card . I got charged $9.99 and a $12.99 I did put in a complaint with [redacted] too. This is such wrong ..Desired Settlement: And also not to have such practices like this once a person cancels the service all info should be gone ..I am very upset by this practice

Consumer

Response:

Complaint Detail

Hello I signed up for a website thru 1&1 . then within a few hours I cancelled the site I called them even got emails telling me that I had cancelled and was all go to go. Then over the weekend I got two billing thru [redacted] which goes thru my debit bank card . I got charged $9.99 and a $12.99 I did put in a complaint with [redacted] too. This is such wrong ..

Desired Settlement

And also not to have such practices like this once a person cancels the service all info should be gone ..I am very upset by this practice

Desired Settlement: Refund

Business

Response:

Review: 1 and 1 Internet is billing us for services that we never ordered. For account #[redacted], contract number [redacted], they are charging us for web hosting services that we never ordered. The charges are $18.95 plus they have assessed a $29.94 late fee.

The two domains they are referring to are [redacted], and [redacted]. We only ordered domain registration services with 1 and 1 and never ordered we hosting. We never ordered web hosting

We had so many problems with 1 and 1 and moved both of these domains to another service provider, [redacted] on 5/5/2013 and we have paid the domain registration fees to [redacted] for the upcoming year.

I called to asked who ordered these services and when. They cannot tell me as they "do not have this information".

This is a completing bogus charge and they have reported that these accounts were sent to collection on both my consumer and business credit reports.

They have completely locked our account due to "non-payment" so I cannot check the history. I did go through and cancel any open account with them, but they are still demanding $48.89.Desired Settlement: I am request that they credit all of these charges to our account, issue a zero balance statement, remove any negative information from both my consumer and business credit reports and stop contacting me.

Business

Response:

Dear [redacted],

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

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

Unfortunately, non-payment is not a form of cancellation. The service will perpetually renew unless proactively cancelled. More than an industry standard, this is a very important convenience for our existing and prospective customers. Customers cannot be forced to contact us every time they need a service renewal. This would cause unwanted website downtime, loss of resources, and an assortment of other issues for a large majority of our customers.

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

In this, we are removing your account from collections. [redacted] will remove you from any list that they have and there will be no marking applied towards your credit score. 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: Hi,

I purchase a domain name from 1&1 in Dec 2012 just for testing purpose. I did not really used it at all. I then cancelled my paypal association with them and it is a common practice in domain registry industry that if they do not have payment they should just stop the domain name.

I received a invoice on Dec 2013 since I don;t want to use it any longer, I simply ignored the invoice. 1&1 called me once regarding the open balance and I have told the representative that the account should be cancelled. however, 1&1 did not close my account at all and sent it to [redacted] for collection! This is a shame! I can hardly believe a company can abuse the credit system to force a consumer to do business with them! They simply want to ruin my credit for not doing business with them!

Please help to solve the issue!

Regards, [redacted]Desired Settlement: I request 1&1 to wipe off the so called balance of 14.99 , close the account permanently, inform [redacted] the collection is not valid, and clear all related collection record from my credit file(if any).

Business

Response:

Review: Thank you Revdex.com,

(I have explained them in emails to that company, If you would like me to forward the emails to you I would be happy to.)

It pertains to a website building package( I think?) that one of their telemarketers was trying to sell. Until , I saw the bill, I didn't even know what it was.

I have called multiple times and emailed- the responce has been with little interest and disregard to the issue.

(This is a portion from my second email to [redacted] (The 1@1 sales representative) reply to the company ---- I copied and pasted it below)

I did not enter into any contract, for me to do so I would have to see it, agree with it, want it, and sign my name to it. That would be a LEGITIMATE contract. Your contract does not meet any of that criteria. Show me this contract with my name signed on it. You have a large company, do you really have to gain business by manipulation? You have good products, can you not let the product be the selling point and allow the actual use of this product be what you charge for. Is that not the basis for ethical business in your field?

The product- I wish I knew what it was! I do not have access or knowledge of an actual product. Where is this product you have charged me for? I have had no need of it, no access to it, no customer service insuring that I have used it or understood it, no follow up on where to find it, no website even attached to it that could benefit me in any way! If I am asking WHAT is it ? , HOW can you have the audacity to charge me for it?

I have been a good customer for years and feel you are treating me unjustly.Desired Settlement: They had taken $59.97 (That I am aware of) from my bank account for invoice [redacted]. ( a web building package is what it seems to be). They were going to take more- but my credit card they have on file had an expired date( my bank sent me a new card) so I was getting emails from their company that they wanted my new card information?. That's when I saw the charge. Then they want to bill me for invoice [redacted] for another $70.96- so I did not update my credit card otherwise they would have taken more money from me. I called [redacted] at extention [redacted] ( who was actually very helpful) and waited for a reply from [redacted] in sales. [redacted] took a while to respond and seems to care very little.

I do owe $10.99 for a different domain ( contract ID [redacted]) I have used for years. However, I could not update my billing until they resolve the other issue. They should credit $10.99 ( which they have already taken from the $59.97 they withdrew) The remainder to be refunded to me of $48.98. The bill they are trying to charge should be deleted ([redacted]) and not affect my credit as they have threatened in invoice [redacted]. I also don't want them charging other customers in this way. The sales department is trying to sucker customers into a year long contract without the customers knowledge or understanding what it is. That is shabby business.

Thank you for reading, I'm glad there is a Revdex.com. I hope I didn't make this too long. My customer ID for the company is . Thank You, [redacted]

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 refunded both invoices that have generated for the service. The two 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.

We apologize for any confusion caused throughout this process.

Thank you.

Complaints Department

1&1 Internet Inc.

http://www.1and1.com