1&1 Internet, Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***Hello ***,
Thank you for the response and your attempt to resolve the issue, but 1anddoes it again; credits and rejects the refundThe main issue may be with when you bill, it is a mystery1andmay send invoices, but they don't list an official date of billing, which causes issuesThey also stop the ability to cancel a domain for several days before and after the billing period, so when I get the invoice saying its within several days of billing I cannot cancelThat is beside the point; the main issue is having a credit that was applied for a canceled domain taken for another domain that a sister company of 1andis currently selling on another siteA credit was applied to my account (I have the invoice and screenshots) but never sent to my *** account and now shows "Debit failed" for some reason that is not disclosed on the 1andwebsite.
I hope 1andis willing to resolve this issue, I am in serious doubt
Regards,
*** ***

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the cancellation of your account, and the balance
being sent to collections.
In order to assist you with this particular matter, we are
removing this account from collections*** *** will remove you from any
list that they haveAs well, we are wiping clean the outstanding balance that
you have with either *** or 1&Internet. No more money will be owed
on this account, and you will no longer be required to contact *** or 1&
Internet regarding this unfortunate situation
That being said, moving forward, you will no longer be
billed or invoiced for any features, since this account is no longer active.
Aside from that, my colleague Tristan reached out to you the
other day and left a voicemail stating that at your request, he can provide you
with the auth code associated with the domain: simplicityresults.com, in order
for you to transfer it to another providerAlso, he sent an email to: ***, which is the email address
listed under this past account, and gave you his contact informationAt this
time, for any additional assistance, Tristan would be your contact in which to
transfer your domain away from 1&Internet
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www.1and1.com

Classic Bait and Switch retailer
RE: Invoice ***
Facts:
(1) 1andnegotiated and billed $for three (3) clearly itemized domain renewals
(2) 1andcollected a total of $for domain renewals
(3) 1andproceeded to selectively renew domain and provide ZERO service for remaining domains itemized on invoice *** although it received COMPLETE payment AS MERCHANT REQUESTED for ALL THREE DOMAINS
(4) 1andthen proceeded to provide ZERO notification of its FAILURE TO PERFORM and or its intent to take money for domains but only service 1, in fact actively causing two (2) domain registrations to lapse AFTER accepting payment proceeds - carelessly resulting in client's email support on lapsed domains to fail
(5) AFTER being contacted for BREACH OF CONTRACT and FAILURE TO PERFORM, 1andsent communications that it arbitrarily attempted to invent and RENEGOTIATE excessive new pricing (over FORTY PERCENT higher than agreed upon and payment-a

Customer support said SSL came with unlimited package so I switched I don't see SSL so I called back and they said it doesn't have SSL Now they are refusing to switch me back to what I had Was on the phone for over an hour

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. All issues have been resolved, although there is a small detail that the company is omitting: I have been paying upfront and never had a "debt" with and Just today I received and e-mail from 1and1, stating that I have a virus in my hosted website although I haven't accessed it in more than a year (knowingly)A ploy for me to renew my subscription with them I supposeI ask that these e-mails not be sent any longer
Regards,
*** ***

Dear *** *** (Customer ID # ***), I sincerely apologize for any inconvenience associated with this account Regarding the voicemail that I left you today (5/17/16), this email confirms that your
account had already been canceled on 4/20/16, however, the invoice in the amount of $was generated on 4/15/In order to assist you further with this, we are waiving the $balance Moving forward, you will no longer be billed or invoiced for this canceled serviceOnce more, we apologize for any inconvenience that has been caused here Thank you David M*** Customer Care 1&Internet Inc.http://www.1and1.com

Dear *** ***, (Customer ID # ***, ***, ***, ***,
and ***),
I sincerely apologize for any inconvenience that has
occurred here
I have investigated the referenced issue regarding the
accounts having been terminated by our Fraud Team, and was provided with additional
informationAside from the accounts that you have referenced through this
complaint, you have attempted to order/activate many other accounts that were
flagged for suspicious/fraudulent activityReasons for this include the following:
-Differing payment details between multiple accounts
-Contact information such as email addresses based in China
provided for accounts with physical mailing addresses based in Canada
-Fake business names provided for accounts set up as “Business”
accounts
-P.O.I(Proof Of Identification) not submitted for previous
orders/accounts when instructed that the order would not be activated without
this documentation being provided by the customer
Due to the high volume of attempted orders that were
associated with the criteria listed above, the Fraud Team made the executive
decision to cancel any active accounts
That being said, in order to assist you, we will refund all
charges associated with the referenced accounts, to the payment method listed
on file for each oneListed below, you will see each of the domain names and
the Customer ID # they were associated with, how much you paid for the initial
month registration under the promotion offered at that time, and the ***
which will receive the refundPlease allow 3-business days for the refund to
be processedAlong with that, you will see the Authorization Code for each
domain name, which you will need in order to transfer them to the company of
your choice
Customer ID # *** - ***.com / ***@***.com - $ Authorization Code: ***
Customer ID # ***
- ***.com / ***@***.com
- $0.99 Authorization Code: ***
Customer ID # *** - ***.com / ***@***.com - $0.99 Authorization Code: ***
Customer ID # *** - ***.com / ***@***.com - $0.18 Authorization Code: ***>
Customer ID # *** - ***.com / ***@***.com - $0.18 Authorization Code: ***
Once you are ready, simply contact the provider in which you
want to move them to, and initiate the transfers from their sideAfterwards,
we will be able to release the domains via a transfer to that other registrar
The process of transferring a domain can last between 3-days, which we do not
have the ability to expedite, as it is ICANN policy that can cause this waiting
timeIf you require additional assistance with transferring your domains away,
please contact our Tech Team by phone at: ###-###-####Now that we have covered this particular matter, please
understand that we do not send out or sell any of our customer’s personal
informationHowever, it is possible for information such as email addresses
and phone numbers to be seen publicly under ICANN’s WhoIS records, if your
domain contact information was set to public registration, instead of private
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www.1and1.com

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with your account
In regard to this matter, this account was setup on 8/20/07,
and has been billed every months for services ever since, along with email
notifications referencing the renewal of features sent out in advance
That being said, in order to assist you further, we have
waived the outstanding balance of $from your August of invoiceCurrently,
the domain: ivelissenievesjewelry.com is still registered in your name, up
until 1/16/If you wish to transfer this domain to another provider, this is
an action that you as the domain owner would have to initiate from the domain
registrar of your choice, while it is still registered under your nameSince
your account has been unlocked, and you have been sent the Auth Code for this
domain, it will be a fairly simple process which you can begin immediately
Once I have seen that the domain transfer is complete, I
will cancel the account as you had referenced with one of our agents during a
previous correspondenceWe will also watch your account to make sure that you
are not billed again during this transfer process
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www.1and1.com

I was billed erroneously on invoice *** All those domains are expired yet they are still trying to bill me I called in and spent over an hour on the phone with their incompetent CS agents Then they forwarded me to cancellations which led to a dead end I am out of options I tried emailing them, but they do not respond

Dear *** ***,
(Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the domains under your account
As per your correspondence with the members of my Domain Admin Team, the domains
in question that had been canceled have now been completely restored to your
accountAlong with that, I have issued free year of hosting to both of your
contractsThis means that the hosting portion of your account under Contract
ID # ***
will be covered free of charge up until 5/29/16, and the hosting portion
under Contract ID # *** covered
for free up until 7/6/
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M***
Customer Care
1&Internet Inc.http://www.1and1.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI thank 1&for their quick response to this complaint and look forward to the final resolution of this matterThis will allow me to continue to drive customers and recommendations to their business.Regards, *** ***

Dear *** *** (Customer
ID # ***),
I sincerely apologize for any
inconvenience associated with this account, and the balance being sent to
collections
In order to assist you with this matter, we are removing your account from
collections*** *** will remove you from any list that they have, and
this has not, and will not, affect your credit. As well, we are wiping
clean the outstanding balance of $33.94, that you have with either *** or
1&Internet
Along with that, the domain name: myweb-page.com
will remain active under your name, free of charge up until 9/8/At that
time, the domain name will renew for another month term, at the full price
of $If you do not want to renew this domain for another year on that
date, please contact us here in the Solutions Team via email at: [email protected], prior to the renewal
date so that a cancellation can be processed
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M***
Customer Care
1&Internet Inc.http://www.1and1.com

I tried to get a service (*** Server) setup from this company but they never set it upI called for two months and they kept telling me they was working on itI contacted them and told them to cancel my account after waiting and never getting the service I orderedThey kept charging me so I had them blocked from charging my cardNow, they are trying to send my account to collectionsI have contacted them again and they keep saying I'm not payingI keep asking them how are you charge me for a product I never receivedI kept asking them when they setup my service and they could not answer that or even see it setup

If I could give negative stars I would I deactivated my autorenewal and cancelled my domain They still took money from my account anyway and bounced my bank account And then when I called, after keeping me on hold a stupid length of time, they ARGUED with me over whether or not I deactivated my autorenewal In the end, I MIGHT get my money back but they certainly will not pay for the mistake of overdrawing my bank account by taking a fee they were NOT authorized to take Do yourself a favor and DO NOT sign up with these people They are a rip-off

This company has continuously had issues with billing my prepaid debit card, which I use to prevent fraudulent withdrawals from my bank account They will send me an email stating that they cannot bill the card and asking me to update my payment details When I login and make sure that the card is correct, I can see in my online account for the debit card that they do a $authorization for the card This tells me that they indeed do have the card information correct The account ALWAYS has enough money to cover their charges
I never see that they attempt to charge the card for charges, and then I get another email telling me that they can't charge the card I login once again and complete the process once again
This week, they cancelled a domain and website that I have for a client and then subsequently CHARGED the debit card for the amount that they said that they could not charge My client's website and domain are gone I called *customer service* and was told tha

Was charged an amount automatically and had account cancelled outWas told I would be getting a 14.99$ refund within daysI received an email from the company stating it was within daysDay I called in and was then told it would be 7-days Called in on day and was told to "wait a few more hours" After about or calls with customer service, a ticket was "escalated" with responseThe business practices associated with & internet are not tolerableHearing a different "story" each time I call shows complete lack of training and protocol
I just want my refundSure it's only but it's the simple principal of it

I have tried multiple times to cancel my "contract" with 1andI've gotten emails saying that my contract has been cancelled yet they continue to try and bill me***My account number is ***
Thanks,
***

1&made billing charges up to $59/month on my $10/mo plan by adding hidden services that I didn't need or sign up forThe reliability is so bad that I tried to transfer domains, because of server downtimeThe DNS settings wouldn't update causing site crashes and overall a nightmareThis effectively holds your domains hostageCustomer service made it almost impossible to switch
Additionally, after offering to help, they continued charging my card for servicesI have repeatedly tried to cancel my account but it never seems to happen: they ask me to call them and go through a lengthy process, but this has yet to solve anything

1&Invoiced me for two hosting 'contracts' dating back to (It's today 3/28/2017) stating I never paid those when they were services that were cancelled and never usedThere is plenty of history on the web about 1&billing for cancelled servicedThey then locked my account holding my domain renewal hostage in exchange for payment of those year old contractsOnce the contracts were paid (They gave me no choice), they said I should be able to renew the domainThey let my domain get expired and get listed for auction on a websiteMind my frustration when a company that generates $1.4M in yearly revenues looses their domain name for a billing issue out of your control that could have been easily correctedStay far far away from this company

I received two notices of outstanding balance from this business, but I am not a customer with them, nor have I ever used their services before