1&1 Internet, Inc

Review: 1&1 internet contacted me concerning setting up a website for my company. I spent quite a bit of time trying to work with them regarding the content and appearance of the website along with the features I wanted included in the site. They assured me that they could do as I asked. The site was created from a set of predetermined site choices and was not what I wanted. I cannot change or update the photos and add content. The appearance of the website does not represent the look I am after for my Design business. The only way I was able to get their attention was to cancel the auto debit on my bank account. I have emailed and called numerous times trying to get them to shut down the site and cancel the account. I encountered long hold times and multiple hang-ups before finally getting someone I could speak to. Now they are threatening to turn the account over to a collection agency.Desired Settlement: Cancel the website and do not contact me again.

Business

Response:

Review: I ordered 4 domains total from them. They tried to bill me for another year on a card that was no longer valid but I decided not to renew the domains so I did not update my credit card. What they did is extremely unethical. They evidently billed me and when I did not pay they sent it to a collection agency!!! This is a horrible, unethical and immoral business practice that will not be tolerated.Desired Settlement: Withdraw the attempt to collect these charges and provide me with assurance that no attempt to contact the credit bureaus will be made.

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: 1 and 1 send me an email notice on a service which was set for auto renew which I did not want auto new. The renew was attempted on jan 22 2013, with no success on 1 and 1. Com to charge on my credit card, so they sent me a notice on jan 23,2013... I responded promptly on jan 23, 2013 with several emails telling them that I did not authorize or wish to any of their services..... In which I was emailed back that I had to cancel through their website, which I had difficulty and found it nearly impossible for me to navigate their site to do so. So I emailed them back in which I was given an automated email with a phone # to call..... After trying that number at least 20, and getting 20 times a busy signal, I wrote them back explaining everything that I have written to you so far. I then received another automated email reply just like the previous email directing me to call the same phone # that I was given before.

I send them final email stating that I could not get ahold of a live person, and I wanted the service cancel.....

Then yesterday I received a letter from collections and I emailed 1and 1 com about it and received no results in resolving this issue ....... FYI. I have all the emails as proofDesired Settlement: I want the collections removed and any collections report removed from my credit report..... I owe them $0 .....they are crooks plain and simple!

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.

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

Review: We cancelled our 1 and 1 hosting account in 2013. We found multiple charges to our credit card in 2014 from 1 and 1. We tried to contact the 1 and 1 and could only leave a message that was never returned through their phone tree. We could not log into our 1 and 1 account as it had been closed. Email messages went unanswered.

We contacted our credit card company about the issue and they tried to contact 1 and 1 but were not successful in doing so, so we cancelled the card to prevent further charges from 1 and 1.

Now, many months later we have been getting almost daily calls from 1 and 1 wanting us to update our CC info. I have explained to them that we cancelled our account, but they still insist that they need payment. They have given me this phone number to call ###-###-####, but I have spent a long time navigating the phone tree and have never been able to talk with someone about cancelling.

I am at my end with dealing with this company. The last billing call I continued to insist that I talk with a manager and the woman hung up on me. We are not receiving any hosting services from this company, and have not been able to log into our account for a year.Desired Settlement: Please stop trying to collect payment for a product that was cancelled and do not contact us again.

Business

Response:

Review: I was recently charged $59.97 by 1&1 Internet, Inc. for services not ordered. I then called customer service regarding my account and why I was charged yet again for services I clearly cancelled in the past. The customer service representative gave me a flimsy excuse that he could not over ride another customer service representatives mistake and basically told me there was nothing he could do. The customer service representative even read back the prior customer service representatives notes stating that the service charge was to be cancelled and that the billing dept. must have made a mistake and charged me anyways. He then stated that there was nothing that he could do as it was not his mistake. This is not the first time I have had to deal with this company charging me for services I did not order.Desired Settlement: I would like a full refund of the $59.97 owed to me for services I clearly did not order.

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 08/15/2013.

We will deactivate all package features on this date.

Invoice #[redacted] has also been refunded in full and the credit will post back to the payment method on file within 7 - 10 days.

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

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

www.1and1.com

Review: I started business with 1and1.com many years ago to host a website, and never a problem. I recently was charged $59.97 for an add-on service to my website that I have never used. I called the company to dispute the charge, and was told that I consented to the service on a sales call placed to me in 11/2012. I never consented to this service. In fact I never used the service in the approximate 6 months that it was available to me. In discussion of my dispute, I was told by the company that they have an audio recording of the phone call verifying this was me on the phone, but refuse to share or playback the audio for me to hear. I disputed the charges with my credit card company, however I am now recharged the full amount by 1and1.com again. I am very frustrated and violated that I was charged for a service I did not consent for or ever use, and it is highly suspicious that I am not allowed to examine the only evidence they hold as proof of my consent. I have since discontinued all my services with 1and1.com.Desired Settlement: I would like for 1and1.com to cease and desist charges against my account in the amount of $59.97.

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 08/14/2013.

We will deactivate all package features on this date.

When you filed the chargeback for Invoice #[redacted], your bank sided with us, in that they ruled in our favor and deemed the charge valid. As a courtesy and in no admission of fault, we will refund it back to you now. The $59.97 credit will post back to the payment method on file within 7 - 10 days.

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

www.1and1.com

Review: I have made contact with the support teams from this company ([email protected], [email protected], and [email protected]) and they continue to say they have no record of my payment for registering a domain. I have offered transaction ID, card details, billing address, and anything else but they don't bother even trying. The charge has appeared on my bank account and they refuse to register the domain that I purchased from them. ([redacted]). The domain is still available, so basically hey charged me but never provided the service I was purchasing. I am more than willing to share the email conversation.Desired Settlement: I want the domain registered and honestly after all this hassle I think a refund

Business

Response:

Review: I had a contract with the company to provide internet hosting services for my companyWhen the contract expired I did not renew it but the company continued to charge me for servicesI was not aware of the continued charges until six (6) months later when I attempted to open another contract with themThey would not remove the extra charges beyond the contract date and even sent those charges to a collection agency which, of course, negatively affected my credit ratingAfter speaking with several company representatives the issue was never resolvedI was handed off to so many people that I lost count after the first minutesOn a subsequent call back to the company to cancel the last active contract I had with them I was placed on hold for over minutes before someone from the cancellation department finally picked upIt's amazing, but I don't remember being placed on hold for no longer than 2-minutes when I was calling to pay my bill every monthBut call to cancel and all of a sudden I'm placed at the bottom of the priority list.Desired Settlement: I believe the company needs to reverse the extra billing they attached to my contract after the expiration date as well as removing my account from collections
Business
Response:

Review: An Employee made a website through 1 & 1. This person has been fired and will not give us any info (password, etc.) plus he used his website which we have no access to. We contacted the company when we received a letter stating there were some problems. There is a billing problem, which they say we need to log in and fix, but we cant because we don't know the passwords. They said they'd send it to our email which is the employees. They will not change it. He has to, but he wont help. I was so frustrated I told them to cancel our site because their customer service was so bad. so we are informed there is a balance. So I send a check. It never clears. I thought maybe it got lost in the mail, so I mailed another one. It never clears. So I call today to find out what is going on. They say they have decided they wont accept a check we have to log on(which we cant) to pay. They refuse to take a card over the phone. each time you talk to these people (about 10-12 now) they say they will fix it and never do. And now they are saying it will be turned over to collections and fees added. I think the entire thing is a scam. so I have to pay fees. Also on multiple occasions I have asked for a manager which they refuse to honor.Desired Settlement: Apology letter and my account closed with no balance ( of course I pay the $5.47 owed) no fees

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

Your account was canceled as of Mar 29, 2013 and had renewed prior to that on Feb 27, 2013. When the cancellation took place, you were automatically issued a prorated refund of $-24.47. Since an invoice was generated prior to cancellation taking place, you were required to pay the difference between the original amount versus the prorated refund; this equaled $5.47. When the $5.47 was left unpaid, a late fee of $18.95 was added to the account. This brings you to the $24.42 requiring payment now. Our Billing Department was explaining how to resolve the amount and resolve the case prior to the account passing to collection agency [redacted].

As a courtesy and in light of any confusion caused throughout the process, I will waive the $24.42 balance for you. As such, there is no further action required from you here. For your reference, this is outlined under Case ID [redacted].

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

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: I signed up for 1&1. They market the service I signed up for as completely unlimited with no mentions of there being a limit.

For example, on this webpage of 1&1, they state the Unlimited and Performance package of 1&1 Shared Hosting has unlimited storage and unlimited transfer with no limits. [redacted]

The cheapest package there is the only plan to list a limit at 100GB storage. The packages above that have UNLIMITED which infers that storage capacity is above the package sold with only 100GB. The 100GB package is called "basic" and sells for $4.99/mo. Their performance package is unlimited and sells for $14.99/mo. The Unlimited package sells for $8.99 and is listed as unlimited.

I signed up for service June 2012 for the 1&1 Dual Hosting Business Package which was $9.99 and listed as completely unlimited. However my website grew to 95GB in size May 2014, and upon reaching 95GB the hosting service began to block all writes on the FTP and all web server operations that would write data to disc or database. My web forums were knocked offline with errors, and I couldn't finish uploading files to my website.

No limit was mentions and no problems by 1&1. I checked the hosting control panel and it said I was on an unlimited plan initially set at a lower level, however to contact support and they would increase the storage capacity no problems.

Quoted:

"Storage Space

Used storage space :

97.66 GB

*If you need more activated storage space, please feel free to[redacted] our colleagues will be glad to help you. "

I contacted support to have them activate more storage space free of charge but instead they replied with this email:

"Dear [redacted] Customer ID: [redacted]),

Thank you for contacting us.

Please be informed that packages with unlimited web space are initially configured with 50 GB of available web space. The available web space capacity for unlimited web space will be checked once daily and, in the event the customer’s usage approaches the limits of the available web space, 1&1 will increase the webspace configuration automatically in increments of 1 gigabyte at no further cost to the customer, but no more than once per day. 1&1 reserves the right to move customers to servers which are more suited for that customer’s usage, in 1&1’s sole discretion, and the customer agrees and understands that during any such move some or all of the 1&1 services may be unavailable or inaccessible.

GTC 3.1.9.

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

--

Best Regards,

Technical Support

1&1 Internet Limited"

Obviously this completely contradicts their advertisements which do not mention this and it completely contradicts the product they are selling. They are selling an unlimited package; They artificially limit it at a very low amount, and then restrict it by an amount lower in the Terms of Service that is not listed in their advertisements. Furthermore the amount mentioned in the Terms of Service is quite a bit lower than is mentioned in the specifications of the product and in advertisements. Finally it does not compete with competitors products that advertise the same unlimited amount NOT limited by fine print in the ToS, and at levels much higher than 1and1 is limiting the service to. For example, 50GB for a product that sells for $10/mo is not very typical. Comparable products on the market offer terabytes of space for the same amount or more.

Comparison: Google Drive, a not comparable product because it doesn't offer web hosting, but does offer storage: $9.99, gets you 1TB: [redacted] Backup offers completely unlimited capacity for $4.99 / month, "no matter if it's 50TB or more": [redacted]/

Competing web hosting company [redacted].com offers their Shared Hosting package with truly unlimited storage for just $8.99/mo. They advertise it as including UNLIMITED TB/TERABYTES. The only limit is how much you can store on the hardware before the server becomes overloaded, per their terms of service: http://www.[redacted].com/web-hosting/ http://www.[redacted].com/unlimited-policy/

Many other dozens of web hosting providers also advertise and specify unlimited capacity for storage and transfer on web hosting, showing us that the price is typical and just about what the services in this range usually offer.

1and1 through multiple email correspondents between me and support refused to correct the issue with my website not being what it was specified to be and would not correct the mistakes in operation.

I spoke to at least 3-4 different techs through emails and I got very upset when they kept refusing to answer any questions other than to restate what the policy stated.

Finally the policy mentions that the accounts are configured with 50GB up front, however for a plan that costs half what I pay it says the bare minimum included in the plan is 100GB. On the Unlimited plans that are specified to include more storage, apparently they're really limited to less: 50GB.

I think 1and1 is misleading people who sign up, and using their terms of service to falsely advertise their service. While other services who advertise their service use the term unlimited and truly mean it, 1and1 does not and is using the term just so their products don't appear to look inferior. I believe 1and1 would not get as many people signing up for their service had they been forced to advertise that their service was actually limited so that people could see it upfront and devalue their product in the face of competition who did advertise a superior unlimited product.

At the same time customers who sign up thinking the plan is unlimited will eventually reach the artificially low limit and then have service problems, which cannot be fixed, and might result in lost revenue or downtime and crashing of their products as I experienced. It also takes a lot of work to move over to a new provider and thus if the product was properly advertised I could have avoid signing up for a faulty inferior product, not having to deal with a server switch over.

I signed up for 1and1 thinking I made the right choice to build my website, but now need to tear it down and move to a new provider, unless 1and1 fixes their Terms of Services to represent the advertised specification of the product they're selling and instructions their support team to correct these problems.

Additionally, I have actually been a customer of 1and1 since 2009; That's 5 years! Originally I signed up for a high priced developer package at $20/mo, and they sold it to me as being unlimited with an initial cap that if I reached I could contact support and they would increase the quota. I switched to 1&1 Business just for some of the more modern services being offered in June 2012; I signed up for unlimited though and expected unlimited.

I was also willing to pay 1and1 more for a Managed Server product which looked very attractive but I was worried by the fact that the products were marketed as unlimited storage and unlimited transfer and would in fact have very low limits per the ToS; so I didn't make the switch figuring the more expensive products would be equally as limited as the lower costing products, rendering them useless upgrades that couldn't be fully utilized.Desired Settlement: I believe 1and1 should immediately remove the restrictions on storage capacity on Unlimited plans from the Terms of Service, so that specifications of the plans are honored and enforced by technical support. I believe 1and1 should not limit plans it is selling as Unlimited Plans else they should refund customers entire purchase price and stop false advertisement of Unlimited products, clearly posting the limited storage capacity on all future advertisements and all pages listing the specifications of the products they're selling to people.

In my case I would like the limit lifted entirely on my account so that I do not run into any limits in the foreseen future. I might also like as a compensational offer some type of free service or upgrades, such as free years of 1&1 Managed Server Performance 4 GB and free [redacted] Plus/1&& [redacted] CDN Plus upgrade.

A letter and apology would be nice as well.

Business

Response:

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

I sincerely apologize for any

inconvenience that has occurred here with the amount of webspace provided under

your hosting package.

As this particular matter is that

of a technical nature, I will forward the information contained within your

complaint, to my Technical Specialist, in order to investigate the referenced

issue further.

They will be in contact with you shortly, to inform you of

any updates which lead to a possible resolution in regard to this case.

Once more, we apologize for any inconvenience that has been

caused here.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Consumer

Response:

Review: [redacted]I am rejecting this response because: There was no response and no resolution. 1and1 did not contact me and made no changes and has made no response since informing me they forwarded the information to their technical department.Regards,[redacted]

Business

Response:

Dear [redacted] (Customer ID # [redacted]),This is a follow up in regards to your webspace issue. I see that you have been in contact with my TechnicalSpecialist [redacted], and that this particular matter has been discussed andresolved accordingly. Please note, that should any other technical issues occurmoving forward, [redacted] would be able to assist you further. Once more, we apologize for any inconvenience that has beencaused here. [redacted]Customer Care1&1 Internet Inc.http://www.1and1.com

Consumer

Response:

There was no technical resolution. He explained to me that the service was limited to 50GB; he says that technical support should have increased the storage space manually. They didn't and had no procedure in place to do it. IMO he lied that they had this capability because multiple times multiple employees refuses to do it.

Review: I purchased a hosting plan and domain with them a few days agoI have now for days been trying to cancel my service within the day money back guaranteeThey first take hour to answer the call and when they do they must transfer me timesWhen I finally make it to the cancellation department the call ends in a recording "Sorry we are not processing calls right now, please try at another time." This has been any time I call regardless of time or dayThen I call back to talk to someone that is actually there and they state the same thing that the department is actually there or that they decided to leave earlyI have yet to talk to someone in that departmentThey claim that they cannot cancel the account if they are not in that department and that no managers or bosses are able to help meI managed to get them to escalate the claim to a higher priority and when I called back a day later I was informed it was not escalatedI then called again to get my DNS servers updated so at least my website would work and they complied to do so (DNS settings are a basic thing included in all hosting packages)When I signed into my account minutes later they reverted the name servers back to their previous settings, thus rendering my website uselessI was also told I would get an email confirming the escalation and I have yet to receive oneIt has gotten to the point that when I present my account number they will hang up on me 50% of the timeAnd as I said I can't even contact the department I need to talk toAlso I cannot transfer my domain to another service due to a mandatory day waiting period before a transfer can occurThe domain and the service I am trying to cancel all and anything associated with themI have de-authorized my [redacted] account to make payments to them.Desired Settlement: I want the account to be cancelled and any charges to my card to be refunded because I am in the day money back guaranteeI do not want them to fake cancel the account as I've had with other companies and only close part of it thus renewing my services without my consent and latter sending a collections agency to take money I did not authorizeI want them to remove all information they have on me including account numbers, credit cards and anything that was used for my accountI want this to be resolved and to not resurface in a week, month, year, or longer
Business
Response:

Review: I have contacted company asking to cancel all my accounts and to terminate all my activity due to health decline and financial status as I became totally disabled back in February. Every month I was send a recharge e-mails and e-mailed and called asking to cancel my existing accounts explaining my situation over and over again. Every time I was promised it will be taken care of and will be no re-charge on my account. On June 7 I was charged

Regardless of my efforts, on June 7 I was ripped off $80.92 and after I called customer service I was promised I will get issued full refund. However, I found that I was refunded only $27.31 instead of $80.92. I demanded for remaining $53.61 immediately and instead of that today I received an e-mail it is been issued a refund of 9.99 only. I want company to refund me remaining $43.62 no questions asked as I have been promised.Desired Settlement: I seek refund of remaining amount of $43.61 ASAP

Business

Response:

Dear [redacted]

Our apologies for any confusion caused here.

Contract [redacted] was previously canceled as of Jun 9, 2013 and had renewed prior to that on June 02, 2013. In consideration of the dates being so close together, we refunded Invoice #[redacted] for you. This was originally attempted on June 12, 2013, however a backend issue seems to have taken place and the attempt of refunding the invoice in full failed. As such, we have since issued the remaining amounts owed and can confirm that all credits combined will ensure that you receive the full $80.92 as promised. The remaining credits were issued yesterday, on July 01, 2013, and you should have since received receipt of such - The minus in front of the amounts signifies a refund. The credits will post back to the payment method on file within 7 - 10 days.

Additionally, I will ensure that the remaining package, Contract [redacted] is cancelled as well and will provide confirmation of such below.

Sorry again for any delays, and I can ensure you that we are processing the request as promised. All cancellations have been completed and the remaining amount owed is in the process of posting back to you. Thanks for your patience throughout this process.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

--

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 Instant Domain package as of 07/04/2013.

We will deactivate all package features on this date.

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

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

http://1and1.com

Consumer

Response:

[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: I have demanded deactivation of every package months ago, providing information I became disabled and demand immediate refund of remaining overcharge balance.

Regards,

Review: Months after canceling a Domain product I purchased from 1and1.com four years ago, I received a bill for a completely new product that I never purchased. They added this product to my account without my knowledge and are now harassing me with collections calls saying that I owe them $38.97 and threatening to ruin my credit score. After several contacts with their customer service and Solutions team, they are not willing to provide any explanation of the charges or compromise.

Furthermore, this incident prompted me to look back at my billing history and I realized that, over the past 4 years they have been steadily increasing the cost of the original product I bought from them without notifying me of any price changes. They charged my credit card nearly twice what I believed I was paying.Desired Settlement: Cancel the fraudulent charge of $38.97 plus any late fees for the MyWebsite product they added to my account without my knowledge

Withdraw my account from the collections agency ([redacted] out of PA)

Notify the credit bureaus of their mistake to undo any negative impact on my credit

Business

Response:

Review: I had a number of registered domains and one email service with 1&1. I recently, over the past 2 years, canceled my service and all of my domains with 1 & 1, though I was still charged. I changed my credit card account with their system, told them to stop charging me, but have recently received credit notices on all "overdue" services that were canceled. I called 1 & 1 billing and all they could tell me was that I owed them the money and they did see that the accounts were canceled, but I still owed them money. I told them I would not pay and they tried to persuade me to give them a valid credit card number to get a "credit" off of what I owed them. I declined and now need to pay the charges with their creditor [redacted] totaling $81.76.Desired Settlement: I would like 1 & 1 to send me a check for the credit amount that I will need to pay [redacted] in the amount of $81.76. Have 1 & 1 check their records and they will see that I canceled all of my accounts on time and should not have been charged nor transferred to a creditor. I have never had to deal with this with any other company in the past.

Business

Response:

Review: I recieved an invoice from 1and1.com Number [redacted] for domains that I cancelled. I cancelled three of the seven domains billed to me and I was advised by customer care at that time that I will not be charged for the same. Inspite of my repeated emails to the billing team and the support team (three emails) over 1 week, I have not received any response. I believe that 1and1.com is trying to invoice customers and hope that they dont notice the discrepancy. I have already raised a dispute with the payment provider as well and want to raise this as 1and1.com has been in a habit of indulgent in these practices.Desired Settlement: I want a full refund on the charged and a discount on the other invoiced services due to repeated problems with this company.

Business

Response:

Review: I was informed that I would not be charged for a website, but 1&1 has tried to charge me. In a phone call, I asked if I would be charged for this service and was informed that I would not be charged. I told the representative that I would be creating my own and did not need this service. But if it was for free, it would be a good place holder. I would go ahead with it if it was for free.

The company started charging me for a website that I did not want or need.

I contacted the company repeatedly to try to fix the problem, but they are not responsive. I ended up cancelling my subscription six months before it was going to expire because of my dissatisfaction with this company.Desired Settlement: I would like a refund of the website charges. If that is not possible, I would like them to stop collection efforts for future money and just leave me alone.

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 contract. You will no longer be required to contact 1&1 regarding this balance.

We apologize for any confusion caused throughout this process.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

--

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 10/07/2013.

We will deactivate all package features on this date.

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: a few months ago, I had signed up for a website through 1and 1 internet company to be billed quarterly for 14.95 quarter to quarter. After about 2 months , I decided to not use 1 and 1 as a provider, so I contacted them to cancel the account and cease billing. I spoke to the rep , who's name I cannot recall, and he advised me that the account was cancelled, and I would not be billed any further.

Fast forward to 07/01/13, I check my bank account and find out that they have once again billed me for 14.95. I contacted them to find out why my account was not canceled when I called them the last time, and they told me that the account was cancelled, but I will continue to be be billed quarterly because I was in a "contract" with the company. I scoured my emails that I have received from them INCLUDING their Terms of Service email, and NOWHERE is it stated that I was in any sort of contract. When I signed up for the service, the terms were billed quarterly with no annual contract. I contacted 1and1 again, and they reiterated that I am in a contract and must abide by it. I asked for them to provide me with an email showing me where I hand signed or e-signed a contract, and they refused to do so, and just kept telling me that there is nothing that they can do, and then disconnected the line.

I feel that this practice is unethical to the highest extent... If I am in a contract, I would like to have proof that I signed, wether by hand or electronically the contract.Desired Settlement: I would simply like the 14.95 plus tax refunded to my debit card. I will no longer do business with this company as I believe that their practices are unethical, and their service is questionable.

Thank You,

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 07/10/2013.

We will deactivate all package features on this date.

Invoice #[redacted] has been refunded as well and the credit will post back to the payment method on file within 7 - 10 days.

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 as long as the undisclosed "contract" is completely dissolved and I do not receive a bill again for this service.

Regards,

Review: I cancelled a website with the company several months ago and now have received in the mail in October 4 different collection notices with different amount for the site that 1and1 referred to [redacted] collections for a website I cancelled and did not want. When contacting them they are stating I did not cancel it and said to make the payment with [redacted] and they will unlock my account with them. I explained I DID NOT want to renew the site because it is for a company that did not work out and I will not be paying for services I did not want. At this point they are still demanding payment.

I have e-mails and documentation of what has transpired and would like them to cease all collection attempts and any attempts to contact me.Desired Settlement: I would like them to cancel any and all accounts with them and to cease all collection attempts.

Business

Response:

Review: My one year contract for the 1 & 1 My Website Premium Package (which was $29.99/ mo automatically debitted from my checking account every three months) was ending in July 2013 and in May 2013 after 1&1 debitted $89.97 from by bank account for May, June and July, I called 1 & 1 to cancel my Premium Package and downgrade to Basic Package starting August. The 1 &1 representative said I didn't have to wait until August to downgrade and that I would just be charged $20 early termination fee. When I explained to the rep that I already pre-paid through July under the Premium Package rate, so there was no need to downgrade at this time (i.e. May) and pay the extra early termination fee, the rep said I would actually get a credit for the difference between the Premium package rate and the Basic Package rate in my next invoice. They charged my debit card $20 for the early termination fee but to this date, they have refused to give me the $60 credit (which is the difference between the premium package for $29.99 and the basic package for $9.99 for 3 months (i.e. $20 * 3).Desired Settlement: Credit $60 back to may [redacted] Checking Account now. And my next invoice, which is scheduled to be issued on July 26, should charge $29.97 (for 7/27/2013 - 10/27/2013) under the Basic Package Rate.

Business

Response:

Dear [redacted],

Sorry for any confusion caused here. In looking through your case, I can see that a refund for Invoice #[redacted] in the amount of $89.97 was issued yesterday, May 18, 2013, and will post back to the payment method on file within 7 - 10 days. Additionally, two free months of service were issued today, May 30, 2013, and the next Basic Fee hosting charge will be delayed by two months as a result. There is no further action required on your end and a supervisor in our Retention Department has taken the necessary actions for you. I hope this helps, and thank you for your patience throughout these processes.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Consumer

Response:

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

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 have cancelled my service with this company 3 times and have been provided a refund of unused services during the cancellation process yet they continue to harass me for payment through their billing department. I can't get through to the folks that they have a serious problem between their cancellation department and their billing department and I'm tired of dealing with their ongoing attempts to get me to pay for a service that is already cancelled.

Product_Or_Service: Internet Hosting

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: No settlement requested - for

For 1 & 1 to stop corresponding with me on any matter related to paying for their service or ever using their service again.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

Your account was canceled as of Apr 30, 2013 and had renewed prior to that on Apr 24, 2013, causing Invoice #[redacted] to automatically and correctly generate. 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. After contacting our Retention Department, we refunded that fee for you as a courtesy and helped process the cancellation. You also filed a dispute with PayPal which retracted the funds from us. So, essentially, you had been credited twice for the same charge. When the money was retracted, a balance then formed with 1and1. We are in the process of simply clearing that out for you to close the matter and put an end to any confusion surrounding the account. We are not going to attempt to re-collect on the outstanding $29.97 and are wiping the outstanding amount owed. As such, there is no further action required on your end and I can again confirm that the account was successfully canceled. For your reference, this is outlined under Case ID [redacted]. The balance will be cleared today.

I hope that better clarifies, and thank you for your patience throughout these processes. Sorry again for any inconvenience or confusion caused.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Consumer

Response:

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

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,