1&1 Mail & Media, Incorporated

Dear [redacted] ***, We are sorry for the inconvenience this issue may have causedIn order for us to investigate further, we have sent a separate mail to your msn email account to ask for more detailsWe would appreciate if you can provide us the necessary information that we are asking forWe will look into this case with utmost importance Thanks,Kevin D [redacted] Mail.com Premium Support& Mail & Media, Inc

Dear *** *** (Customer ID # ***),I sincerely apologize for any inconvenience associated with the charges in question and claims to active services.In regard to this particular matter, what you are explaining here sounds like fraudulent activity against you, in the way that your credit
card/personal information had been compromisedI have seen similar situations such as this with our company, along with many others. Through the credit card/personal information being obtained elsewhere by a hacker or whoever/however it may have been, online orders and accounts are then placed with 1&1, ***, *** ***, etc.After investigating this matter further, I see that our Fraud/Security Team has already deemed this account as Fraudulent, and it has since been canceledAlong with that, the outstanding balance which had been referenced was completely cleared since this account was set up under your name, with your credit card information without your consentThis is a very unfortunate situation, however, since our services are offered online, accounts can be set up if an individual has enough of someone’s personal informationIn reference to your credit report, no outstanding balance was sent to our Collections Team, and even if this matter had not been resolved, no outstanding balance would show up on your credit report, and negatively affect your credit score.Moving forward, there will be no further problems in reference to you being billed or invoiced by 1&Internet since this account has been canceled due to fraudulent activityOnce more, we apologize for any inconvenience that has been caused here.Thank you.David M***Customer Care1&Internet Inc.http://www.1and1.com

Dear *** ***, We are sorry for the inconvenience this issue may have causedThis is to confirm that your premium Mail.com contract has been cancelled as per your requestAlso, please note that the invoice has been cancelledThis means that you will receive a refund in the form of a credit card
refundPlease make sure that the credit card used for the last payment is still valid otherwise, the money cannot be transferred to your bank account.The premium features will be available until the 27th of August This means that after losing the premium features, you will have a free mail accountWe have sent a separate mail to your email address for further instructions.We would like to hear your feedback regarding this caseThanks,Kevin D***Mail.com Premium Support& Mail & Media, Inc

Dear *** *** (Customer ID # ***),I sincerely apologize for any inconvenience associated with your account. Our records indicate that one of my colleagues here in the Cancellation Team reached out to you yesterday (8/18/16), and confirmed that per your request, this account and all
services associated with it are being canceledThat being said, we are in the process of refunding you in the amount of $43.14, which is how much you had been charged for under invoices that were associated with the unwanted featurePlease allow 3-business days for this refund to be processedMoving forward, you will no longer be billed or invoiced for any of these canceled services.Once more, we apologize for any inconvenience that has been caused hereThank you.David M***Customer Care1&Internet Inc.http://www.1and1.com

Dear *** *** ** ***,
We are sorry for the inconvenience this issue may have caused
Thank you for the transaction details that you have providedBased on our records, a Mail.com account has been registered by another person on October 7, We have sent the details to
you in a separate emailPlease confirm if you know the person who created the account and reply to the email so that we can take further actionWe appreciate your feedback regarding this matter
Thanks,Kevin D***Mail.com Premium Support& Mail & Media, Inc

Dear *** *** ** ***, We are sorry for the inconvenience this issue may have causedThank you for the transaction details that you have providedBased on our records, a Mail.com account has been registered by another person on October 7, We have sent the details to you in a separate
emailPlease confirm if you know the person who created the account and reply to the email so that we can take further actionWe appreciate your feedback regarding this matterThanks,Kevin D***Mail.com Premium Support& Mail & Media, Inc

Dear *** ***,
I sincerely apologize for any inconvenience associated with your premium Mail.com account
As this particular matter is that of technical in nature, I have
forwarded the information contained within your complaint to my Technical Specialist in order to investigate on the issue furtherWe have attempted to contact you through your phone number but we only reached a voicemailWe have left a message and also sent you an email about itPlease let us know when would be the best time to contact you so that we can discuss about the resolution of your issue
Once more, we apologize for any inconvenience that has been caused hereThanks,*** ***& Mail & Media, IncMail.com Premium Support

Dear *** ***,
We appreciate your sincere and open feedback to all the open questions that need answers or actions from your side.Regarding the change of tariff from a yearly paid contract to a monthly paid contract, please note that we reversed your contract back to yearly contract on the 13th of June and the monthly charges made from your credit card was also transferred backYou should have received the refund by nowHere, our sincerely apologies for the inconveniencesIn you last email, you requested for transparency related to account details- You wish to have a clear overview the Charges made from your account, the next renewal date, the current tariff, actions in progress etcPlease note that mail.com is continuously working on improvement to meet our customers’ expectationRecently, we made the changes listed below in the new interface
• Read Receipt (more information: https://help.mail.com/en/email/sending.html#options)• Scheduled Sending (more information: https://help.mail.com/en/email/sending.html#Sending)• Sending Countdown• Premium Avatars
Nevertheless, we sincerely appreciate your contribution to improve the productPlease note that the mentioned contribution was sent to the product management and they will take it into considerationHowever, we cannot tell how long it would take the developers to make such a changeFor this reason, we would appreciate your patience and understanding
Should you have any further questions concerning this matter, please do not hesitate to contact usThanks,Kevin D***Mail.com Premium Support1&Mail & Media, Inc

Dear *** ***, Thank you for your responsePlease be informed that your account has been reactivatedRegarding your other concerns, Support will provide the answers which will be sent to you in a separate mail within 1-business days. We hope that this has resolved the issue. Thanks,Kevin D***mail.com Premium Support1&Mail & Media, Inc

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.
It seems that incoming (IMAP) server will only accept SSL encryption, where SMTP will only do TLS I'm using ** *** over *** 7, where I can distinguish between SSL and TLS settings for either direction, so currently I'm all set.Thanks for Your response,
*** ***

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.They have contacted me and credited my account with a refund.Thanks for your help!
*** ***

Dear *** ***, We are sorry for the incovenience this issue may have caused youWe have sent a separate email, which provides an explanation regarding the repetitive emails that you have received and the benefits of premium membershipThe issue has been resolved and you should be able to
access your account with your usual login credentialsWe would like to hear your feedback regarding this caseThanks,Kevin D***Mail.com Premium Support& Mail & Media, Inc

Dear *** *** ***,Thank you for your patience.Please be informed that your premium contract has been cancelled as per your requestAlso, we have cancelled the invoice, which means that you will receive a refund through the credit card that you used for the last payment.The premium feature will be available until February 2, After this, you will lose the premium features and it will be converted to a free mail account. We have sent a separate email for further instructions. We would be glad to hear your feedback about this case.Thanks,Kevin D***mail.com Premium Support1&Mail & Media, Inc

Dear *** ***,We have contacted our advertisement partner responsible for the ad you were referring to and found out that the error was a browser related issueSince this does not meet the mail.com standard we have requested that the ad is turned off immediatelyYou should no
longer experience this issueFor a faster reply and solution please feel free to contact our support team directlyWe were not able to locate a ticket from you in our support helpdeskThank you for your patience and again, we apologize for the inconvenience this may have caused.Thanks,Kevin D***Mail.com Support1&Mail & Media, Inc

Dear *** *** ***, I sincerely apologize for any inconvenience that has
occurred with your accountWe have sent a reply to you on November 2014, which was unfortunately sent with a delay caused by a higher than usual ticket volume at that timeBased on our records, your account has been unblocked and you were able to access your account againPlease let us know if this issue has been resolved alreadyOnce again, we apologize for any inconvenience this may have causedThanks,Kevin D***1&Mail & Media, Inc

[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. It was not a perfect solution bc I still had to monitor and login to my account bc they would only close it on 26SEPIt is inconvenientI still do not like they have my credit card info and there is no way to delete thisA member should be able to cancel his or her account at his or her discretionA rep called me and said that I did not respond to their email which is a downright lieI have retained the messages to which I replied; it was more than once, probably three timesThey have refunded my moneyI hope this complaint changes their illegal ways.Thank you for your help Revdex.com! It is good to know that sometimes customers do not have to accept bullying tacticsThank you VERY much!
Regards,
*** ** ***

Dear *** ***,
We are sorry to hear that you are still experiencing technical difficulties in accessing your accountsOur premium support will contact you via phone to further assist youYou may also contact the hotline number that we have provided at your convenient timeWe will do our best to fully resolve the issue.
Thanks,Kevin D***Mail.com Premium Support& Mail & Media, Inc

Hi *** *** ***
I sincerely apologize for any inconvenience that has occured with your account
We have sent an email to you to address your technical concernsFor the advertisement mails, there is an option to unsubscribe it which we have also described in our email
We will continue to contact you to assist you further with your concerns
Thanks,Kevin D***Mail.com Premium Support1&Mail & Media, Incv

The business 1&Mail & Media, Incorporated has not fully resolved the complaint issues in the the matter of Revdex.com Case #*** Further assistance is required to reset the passwords for both email accounts to fully resolve the complaint issues (We have also contacted the business directly.) We are still experiencing technical difficulties in accessing the following email accounts (with the known passwords): ***@mail.com, ***@***.com

Sorry for the troublesFor the small project that I would do at time do not require lots of respources, and I understand that you need business with a lot more active process. Please remove / delete anything I let behind.[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.
Best Regards,
*** ***