1&1 Internet, Inc

Review: Received a sales phone call while ago and I do not think that I agree with purchasing the service whatever was the sales person explained.

First of all, I do not need "business package" since I do not have any my own business.

However I was trying to cancel that service since 1and1.com charged me $59.97 as of March 13, 2013 but 1and1.com said I've been "using" the service so they cannot refund my money.

Cannot remember exact conversation with the sales person but he told me I can have just free 30 days service but then they did not quite the service after 30days and charged me.Desired Settlement: Refund $59.97

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 ([redacted]) with their Customer ID and password. That would remove any obligation of service and is outlined at the point of sale. After the 30-day period has concluded, customers will roll into the $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 have refunded the only invoice pertaining to it and the $59.97 credit will post back to the payment method on file within two weeks.

We apologize for any confusion caused throughout this process.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Review: Company operates with a deceptive and possibly even illegal policy with regard to closing an account. If you go online you are able to close your account without any problem. After a few days they send you a note telling you that you didn’t complete the closing of your account because you didn’t also call them after the online closing. If you miss this email and you don’t call them within 7 days they open your account again without your knowledge and continue billing you for the services you thought you ended. As it turns out the reason they require a phone call is to actually try to get you to stay with them and they try to sell you more services. The make it very hard to cancel your account.Desired Settlement: They need to stop billing me for services that accured after I closed my account online

Business

Response:

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

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

1&1 Professional eShop package as of 04/03/2013.

We will deactivate all package features on this date.

Invoice #[redacted] in the amount of $99.96 has also been canceled and the credit will be returned to the payment method on file with us within the next 15 days; if the balance has not been yet paid, the refund will credit against the outstanding balance.

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

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

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: They sold me a website that is not even searchable by [redacted] or a any search engine and when there sales person called me they offered me a new package and told me that they would fix the hyphens from my website and remove them make my website look presentable as a limo and taxi site and they change the site and kept the hyphens in the site and that was over a year ago I have been paying for this site that can not be found on any search engine in my area. then when I went to cancel told me I had to continue to pay for this site till next year may of 2015 and I have had marketing companies calling me telling this information that my site will not be found because of this. They sold me a website that is not useable to my company and is not giving me any traffic and hasn't for the whole time I have been paying them. There threatening me and harassing my company by calling my company and just hanging up and not discussing anything. I have written emails and discussed this situation and asked them to correct this after they told me they would several times and they haven't. I am tired of paying for a product that gives me nothing in return. They advertise there websites are easy to operate and will bring traffic to your website. I have none and they messed mine up from the start and have not given me no resolution what so ever and only have continued to harassed me for my money and have not tried to help me what so ever but only tried to sell me more products I don't need and given me a product that doesn't work for my business. I need some kind of refund for what I haven't received for what they said I was supposed to get from a website. They need to quit calling my place of business and hanging up and harassing us.Desired Settlement: I Want some time of refund and just the website down and a refund for what I haven't received for the advertisement that they say your supposed to get on TV and easy to operate website and get 100% satisfied because I am not and for them to quit harassing my business.

Business

Response:

Review: This problem derives from another complaint #[redacted] that was solved but then it created another issue. I have 2 accounts with 1and1.com

Since I contacted my bank and tried to dispute the charges on the first account the bank disputed all the transactions coming from 1and1.com including another account which did not have problems at that time.

Few days later 1and1.com blocked my second account and sent a note asking to sign a form that authorizes them to charge my CC $20 in case 1and1.com loses the dispute. 1and1.com also blocked my account. I refused to sign this form because no mater who wins the dispute the $20 charge has no ground. The problem was started by 1and1.com mistake which was admitted in the complaint #[redacted]. I asked my bank to stop the dispute on the second account and it was completely closed and money credited back to 1and1.com. Nevertheless Customer service insists on signing the form and would not unblock my account.Desired Settlement: Unblock my account without singing a form that authorizes 1and1.com to charge me $20.00

I do not owe any money to 1and1.com and all the dues were paid and 1and1.com has no right nor reason to keep my account blocked.

Business

Response:

Review: I contacted this company on July 5th to cancel my account. I went through the cancellation process online and then called to confirm the cancellation and I was told I would be receiving a refund. Then, on Tuesday, July 9th, I received an invoice for 142.63. I called the next day to address the issue and at the end of the conversation was told that the invoice had been cancelled. On Friday, July 12th I woke up and our bank account had gone negative because the invoice had gone through overnight. I called back that day and explained the situation to a representative. I was told that they had technical issues and that is why the invoice was not originally cancelled. I was then told that the invoice would be refunded and I would also still receive my original refund that I was due when I first cancelled my account. I asked for a confirmation email and the email stated that the refund would take place 3-5 business days later. It is now past business hours on the 5th business day since the original invoice of 142.63 and it is still not refunded nor is the rest of my refund delivered.Desired Settlement: I would like to get my FULL refund immediately.

Business

Response:

Dear [redacted],

Sincerely sorry for the delay here. There was a backend issue with successfully refunding Invoice #[redacted] in full for you, but I have since actioned this and had $142.63 issued as promised. The credits are going through right now and you will see them reflected back to the payment method on file within 7 - 10 days. You should be receiving receipt of the credits now, as a minus in front of the amount signifies a refund being issued. The credits were indeed successful this time - I monitored the account to ensure this. Thank you for your patience, and we again apologize for the delay.

Thank you.

Sincerely,

Customer Care

1&1 Internet Inc.

www.1and1.com

Review: I canceled all website services, was told there was a $44 early termination fee, which I paid. I asked specifically were there any other charges and was told, "No, that's it". Now the company is trying to charge me $29.97 for services I no longer need or have. After paying the early termination fee, 1&1 led me to believe, I was not under any further obligation to the company, which is what I desired. 1&1 verbally gave the impression that after paying the early termination fee, I was totally disconnected from 1&1, my site would be dismantled or taken down.Desired Settlement: 1&1 need to be clear and concise about their cancellation policy, let the consumer know ALL details and procedures on how to discontinue services. Customers should not be penalized for canceling or stopping services if that is his or her choice. 1&1 should not send accounts to collection agencies for consumers who do not wish to utilize their services within the trial period. Cancellation of service policies need to be explicitly clear and written using simple language.

Business

Response:

Dear [redacted],

Sorry for any confusion caused here. Your account is under minimum contract until Mar 4, 2014 due to a promotion you took advantage of when originally signing up. If you review the first invoice, you will see the "Special Offer" listed, as well as the "Service Set-up Fee" being waived. This would have been outlined for you during the ordering process. Customers that would like to cancel prior to the expiration of the contract are able to take advantage of our early termination fee and process, which allows one to cancel for only a portion of what it would cost to keep the service active until the end of the contract. I will cancel the account early/immediately for you as a courtesy. Our Retention Department has already refunded the latest invoice on file for you - #[redacted] - 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 here.

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 Professional eShop + Unlimited Package package as of 07/17/2013.

We will deactivate all package features on this date.

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

1&1 SEO Spotlight will be cancelled from our system as of 07/17/2013.

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

www.1and1.com

Review: I have hosting with this company and was going to switch to another carrier. I was told that they too can provide that service and advised to update my billing info and call back the next day to have my hosting package downgraded. Well what happened was the associate I spoke with didnt do that, they set up a new package, I called back 2 days later after I found out (because I was having issues with my web site) I had them cancel that package which I didnt need, nor requested. I was told I would receive a refund for the package minus one month. I am still waiting for that refund of $52.38. Still having issues with my webpage, the next associate I spoke with a few days later, said that because I was under the basic plan my space in limited and thus why I kept getting max file size error. I was told if I upgrade that basic to performance package, it would resolve the issue. I waited the required time for this package to upgrade, once completed I attempted again to work on my website and low and behold I get the same error. I immediatly called in, spoke to another associate and mentioned to him id like to cancel my hosting package, as I am switching over to another company in which I already deal with. I was told I would get a refund of $59.88 (the entire amount because I was in a grace period) now I get a invoice billing me for outrages amounts. This company did not resolve the issue, I have been waiting almost a week for the first refund, and now have to wait for the next refund, and at the same time they are sending me invoices for other products/services.Desired Settlement: I need my refund back into my card so that I can use those funds and set up hosting elsewhere. This error is effecting traffic to my site, it has now been down for over 10 days. I need a credit back into the card in which they have on file. IMMEDIATELY!

Business

Response:

Review: refuse me service. I have checked out 2 domains with 99 cent check out and they refuse to transfure my domains to them for 99 cent each. [redacted] AND [redacted] all you want to do is play games with me. like you have done in your past as soon as you move my domain I will move it away from you with in 90 days. I just hate the way you have treated me over the years as your customer. it is all ways problems and games you want to play. give me the service you have promised me or stop the whole process so I can move on to another company. I do not have time for the games and long hold time you have to offer me. you send me emails saying you can not move my domain it is unlocked with [redacted] you just want to play games here. I am sick of the games you play. if you are not going to give me the service then stop the whole process and don't charge me. I will just take my business else ware. what a worthless company you are. if you did not offer me the 99 cent deal I would of never go with you. give me the service and send me a [redacted] invoice. stop with the games.Desired Settlement: I want my 2 webpages sent to 1and1 for 99 cent each I did the whole check out. I am sick of the games you want to play with me.

Business

Response:

Review: 1&1 Internet provider has filed a collection for an unpaid charges for my business. I called and cancelled my contract on 04/06/2013. Apparently, this company is still charging me for the service and reported the collection on my personal and business credit reports.Desired Settlement: I am requesting 1and1 Internet to clear my balance to zero and to stop and remove the collection on my personal and business credit reports immediately.

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&1 previously sent me credit card expiration notices via email. I followed up and called the company to say that I no longer needed the domain and I wanted to cancel. I proceeded to ask the rep if existing renewal fees would be void from my account with he responded to my favor. 2 months later I am now getting notices from a collection company requesting payment for the renewal which I was told would not need to be paid since I was canceling the account.Desired Settlement: Still in process. I have had many emails going to and from the company today with no resolution yet.

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