[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: [redacted] I am rejecting this response because: Hey David, I have not received any response from ***, nor have I received the email with the attachment for that I am supposed to fill outHere are the email addresses you can send it to: [redacted] Regards, [redacted]
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the cancellation of your account For the security of our customers, we do not cancel accounts/domains via emailThis is to ensure that no malicious activity is performed by a non-account holderI apologize if this caused any inconvenience or miscommunication between our agents and yourself That being said, in order to assist you with this, at your request the account in question has been canceledThe balance of $ has been waivedMoving forward, you will no longer be billed or invoiced for any service, since there are no active accounts in your name Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your account Our records indicate that this account has since been canceled, and a refund in the amount of $was processed yesterday (5/18/16) You will be able to confirm with your bank or financial institution that this refund has been received 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 [redacted] Customer Care 1&Internet Inc.http://www.1and1.com
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your domain transfer Our records indicate that the domain name: micro-prop-shop.com is now currently registered with the company [redacted] Due to that, there is nothing further that can be done from our side since you have already processed the transfer to a new registrar If you need any further assistance, please contact me via email to the address of: [email protected] Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc.http://www.1and1.com
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the cancellation and billing of your account In regard to this particular matter, our records indicate that you contacted our Billing Team earlier this morning, and they handled your issue accordingly, as the account has been completely canceled, and the balance is being pulled and waived from collections That being said, just as was mentioned by the previous agent you spoke with, I am not able to find any other documented cancellation attempt prior to todayOnce more, to confirm for your records, this account has been cancelled, no outstanding balance is due You will no longer be billed or invoiced for this service in the future We apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com
Dear [redacted] ***, We are more than happy to look into this matter for you, however, there was not enough information provided for us to properly research and assist youIn regard to the problem that you have brought to the attention of the Revdex.com, since there is no account listed under your name, this means that someone has been able to obtain your credit card information, and added it to an account somewhere within our organization We would only be able to track down the charge in question by searching our system/records with the credit card number that has been physically billed Once we have received that info, we can find the account in question, and this unfortunate situation can be resolved We apologize for any inconvenience that has been caused here Thank you Dave M [redacted] Customer Care 1&Internet Inc.http://www.1and1.com
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the billing and cancellation of your domain: [redacted] In regard to our automatic renewal feature, this information had been mentioned and was agreed to at the inception of this accountAside from that, emails are sent out at 60, 45, and days prior to any and all domain renewals in order to give you ample time to process a cancellation if certain domains are no longer required In regard to this particular matter, we are removing your account from collections [redacted] will remove you from any list that they have As well, we are wiping clean the outstanding balance of $ that you have with either [redacted] or 1&Internet No more money will be owed on this account and you will no longer be required to contact [redacted] or 1®arding this account Finally, we wish to confirm that this account has since been cancelled You will no longer be billed or invoiced for this service in the future Once more, we apologize for any inconvenience that has been caused here Thank you [redacted] Customer Care 1&Internet Inc http://www.1and1.com
Cancelled my contract and then day later was billed for a year renewal for that same contract, and now told, I will be refunded the money but it will take 7-daysCustomer service could only tell me there was a "lapse" in their system and this was an error on their partI would not recommend doing business with them, I know I will not in the future
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with this account while it was active In regard to this matter, there was no billing attempt to charge you in the amount of $under this account, there was an invoice of $14.99, which has been waived along with canceling the account, as mentioned to you by our Cancellation Team That being said, the domain: [redacted] is still registered in your name, up until 1/19/15, the domain: [redacted] is registered up until 1/25/15, and the domain: [redacted] is registered up until 11/10/Currently, if you wish to transfer the domains 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 they are still registered under your name Moving forward, you will no longer be billed or invoiced for any service, since this account is no longer active Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the transfer of your domains to another providerIn regard to the voicemail and email that you received from me last week, we have refunded you in the amount of $(months service) earlier this morningYour bank/financial institution now has those funds, if you do not yet see the refund available within your account, it is because it has to go through any possible holding time that your bank/financial institution has in placeAside from that, now that the domains: [redacted] .com, and [redacted] .com show as being registered with [redacted] ,Inc( [redacted] ), we have gone ahead with processing your requested cancellation of this account Moving forward, you will no longer be billed or invoiced for these canceled services Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience caused here In regard to the voicemail that I left, there unfortunately is no option available to change the billing date/billing cycle for your hosting package, as it correlates to the date of inception for the account According to our records, this account was set up in April of 2008, and the hosting portion of this account has billed in month increments every April and October sinceEmail notifications are sent out prior to the attempted charge of serviceIn your case, the email address that we have on file is: [redacted] Referencing your most recent invoice (# [redacted] ), an email was sent to you on 4/20/stating that we would be charging you for the next months of service, the attempted charge declined on 4/22/15, at which time another email was sent stating that the payment had not processedWe have since been able to process the payment from the contact you made with our Billing Department yesterday (5/6/15) That being said, in order to assist you with this further, I will refund this most recent charge of $52.38, which means that you will be covered free of charge up until 10/20/Please allow 3-business days for this refund to be completed and returned to you Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience that has been caused here As this particular matter is that of a technical nature, I have had my Technical Specialist investigate the referenced issue furtherListed below, is the same email in which he had sent to you yesterday, after having reached out to you via phone, and leaving a voicemail The reason that I am sending this email to you again, is to make sure that you received it, as the email address provided through this Revdex.com Complaint, is different than the one listed under your 1&account Dear [redacted] (Customer ID: [redacted] ), Thank you for contacting usThe Caretaker Team has since looked into your account and can confirm the following: An escalated complaint was made to us in regards to a particular domain name: ***.COM This domain name had an interruption in service due to a DNS update, and a domain transfer happening at the same time We do apologize for any inconvenience that this process may have caused you After reviewing the case history, it would appear that the transfer was initiated before the DNS of the domain name was fully up to date in our system This causes errors because once the domain name is within a transfer status, domain updates are no longer allowed The case history also relays that this information was provided to you Subsequently, it would appear the transfer process was stopped by locking the domain name, and a new DNS update was run, updating the domain name The DNS output is currently as follows: Domain Name: ***.COM Registrar: & INTERNET AG Whois Server: whois[redacted] Referral URL: http://1and1.com Name Server: [redacted] Name Server: [redacted] Name Server: [redacted] Name Server: [redacted] Status: ok Updated Date: 22-apr- Creation Date: 03-jul- Expiration Date: 03-jul- ;; Received bytes from [redacted] ( [redacted] ) in ms ***.COM IN NS [redacted] ***.COM IN NS [redacted] ***.COM IN NS [redacted] ***.COM IN NS [redacted] ;; Received bytes from [redacted] ( [redacted] ) in ms ;; Truncated, retrying in TCP mode ***.COM IN A [redacted] ***.COM IN MX [redacted] ***.COM IN MX [redacted] ***.COM IN MX [redacted] ***.COM IN MX [redacted] ***.COM IN MX [redacted] ***.COM IN NS [redacted] ***.COM IN NS [redacted] ***.COM IN NS [redacted] ***.COM IN NS [redacted] ***.COM IN NS [redacted] ***.COM IN SOA f [redacted] Again, I do apologize for any inconvenience or confusion caused by the process of domain transfers and not allowing updates while in a transfer state I attempted to reach you at the number listed in your initial complaint and left a voicemail with my contact information While I don't see that the 1&Support Team made any errors, we can understand how the transfer and DNS update process can be confusing As a courtesy I have refunded the two following invoices: [redacted] $ [redacted] $ ---- $= months of hosting fees 1&values our customers and again we apologize for any previous inconvenience caused by the processes as described above If you have any other questions or concerns please let me know - my contact details are listed in my signature Thanks for your patience and have a nice day You may receive a short survey within the next 24-hours Please take a moment to complete it so that we may continue to improve our customer experience Please do not hesitate to contact us if any other questions/concerns remain Sincerely, [redacted] Solutions Expert Caretaker Team 1&Internet Inc Hours of operation: Mon-Fri from 8AM-4PM EST Working hours: 484-913- Off hours: [email protected] Find us on [redacted] at: http:// [redacted] .com/1and Follow us on [redacted] at: http:// [redacted] .com/1and [redacted] Support from: http:// [redacted] .com/1and1_4u I hope that the information contained within the email above serves as helpful for youIf an issue still persists, please contact our Technical Specialist [redacted] , as referenced within the email, so that he can better assist you, and work with you towards a complete resolution to this matter Once more, we apologize for any inconvenience that has been caused here [redacted] Customer Care 1&Internet Inc http://www.1and1.com
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the billing under this canceled account According to our records, you canceled this account over the phone with a Cancellation Agent on 5/7/14, but at that time, a new month invoice had already generated, and was in the middle of being processed, since the billing cycle renewal date occurred on 5/3/Due to this, your [redacted] was charged in the amount of $on 5/8/ However, that being said, with the cancellation of your account having been done, on 5/12/we sent you a credit invoice stating that we would be issuing you a pro-rated refund of $140.29, which you physically received back to your [redacted] account on 5/19/Even though we sent you that confirmation, in the process of refunding you for the canceled account, you still filed a [redacted] dispute against the initial invoice, that as referenced, was in the process of being refundedDue to this action and our process, the balance of $was reapplied to your account In order to assist you with this particular matter, we will waive the disputed balance of $There will be no further invoices generated for this account, since it is no longer active Once more, we apologize for any inconvenience that has been caused here Thank you [redacted] Customer Care 1&Internet Inc http://www.1and1.com
Dear [redacted] (Account Holder: [redacted] /Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with this account I am very sorry if the service that you had received from our Collections Team or from any of our agents was less than satisfactory, and I will bring this to the attention of our Quality Assurance Team, so that we can hopefully avoid any issues associated with this in the future Due to this inconvenience, I am refunding both the charge of $71.88, and the late fee of $that had been paid to [redacted] Please allow 3-business days for a total refund of $to be processed to the credit card ending in “***” Along with that, we have also applied free months of hosting to Contract ID # [redacted] This means that your Basic Hosting package, will now be covered free of charge up until 5/16/I hope that this helps to alleviate some of the frustration which you had experienced Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com
Dear [redacted] I sincerely apologize for any inconvenience associated with your account Our records indicate that the referenced List Local features have been completely canceled and removed from the account, all website services have been unlocked, and the remaining refund in the amount of $had been processed back on 9/2/ Moving forward, anything associated with the dispute has been fully dropped from our side, so no ongoing issues will be experienced Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc.http://www.1and1.com
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your account At this time, if you have not already, please double check with your bank or financial institution to confirm if your refund of $has been receivedIf for some reason it has not been processed, please send a copy of your billing statement to: [redacted] , so that I can reapply the refund to your account in order to make sure that it has been properly taken care of for youOnce more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc.http://www.1and1.com
[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 [redacted] , and find that this resolution is satisfactory to me I was very impressed with the timeliness and resolution oriented response of the business.Regards, [redacted]
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your account When you initiate a domain transfer to 1&Internet Inc from another provider, there are certain steps that must first be taken before the complete transfer has been finalizedFirst, you initiate the transfer from our side under your new or existing account, because that is where you want to move the domain(s) toOnce this has occurred, you have to acknowledge the initiated transfer(s) from the registrar that currently has the domain(s) in questionThe more time that passes without the transfer attempt being acknowledged on their side, the longer it will take for the domain transfer(s) to be processedAfter you have acknowledged the transfer(s), due to ICANN policy it then typically takes 3-days for the transfer to be finalizedIt is for this reason, that we suggest all domain owners process a domain transfer at least weeks prior to their set expiration date, in order to avoid an expiration while changing providers Aside from that, you had set up a new account through 1&Internet Incon 1/28/16, with a month hosting package which we then billed you for in the amount of $11.88, due to the $per month for the first months promotion that you acceptedThis was not a charge for domain names that were not yet within our possessionSince the domain names were with another provider while you attempted to transfer them to 1&1, we would have no physical ability to expedite the process of receiving them on our side, as we were not yet the active registrar That being said, our records now show that the domain names: [redacted] .com, and [redacted] .net have been received and are active under this account Regarding the issue that you had experienced while trying to contact our Support Team by phone, there are no problems that I am aware of that would have caused you to have such a long wait time when calling inDue to this inconvenience, I have added a credit of $to your account in order to cover the first year promotional cost of your domain registrations free of charge If you need any additional assistance in reference to this matter, please contact our Solutions Team via email at this address: [email protected] Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com
[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: [redacted] I am rejecting this response because the information they provided is just plain falseThis complain is a matter of principal and not a bout the $It seems that 1andhandling most of their customers with the same wayI will explain: I personally unlocked the domain on and set the WHOIS privacy settings to public on the same dayThey claim 12-hours for the change to get into effectWhen I called after hours they said it is actually hourseven after days not until I complained to Revdex.com and ICANN that they released the domainI am attaching two files: the log file to show the domain was locked by them and WHOIS privacy settings were not changedEmail from their customers services acknowledging the "problem" is on their sideTo put that bluntly their response is just a lie in order to close this disputeI expect a serious business not to lie to customers, or the Revdex.com Regards, [redacted] ***
There was no technical resolutionHe explained to me that the service was limited to 50GB; he says that technical support should have increased the storage space manuallyThey didn't and had no procedure in place to do itIMO he lied that they had this capability because multiple times multiple employees refuses to do itMy service was cut off from functioning multiple days because it didn't even appear to increase or extend capacity as the terms of service said automatically forcing me to delete large amount of data just to be able to get my forums and other web apps working again which failed because the databases were locked as a result of quota limitTriston did not offer me any change or fix for it or any compensationI don't think the issue is resolvedSince the issue arose somehow despite not being at the limit I was before the quota increased from 100GB to 118GBIt may have been done specially for me but I wasn't informed of itI also noticed that technical literature in the TOS may be outdated because they don't appear to truly limit service to 50GB but 100GB due to upgrades that happened sometime ago[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
[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: [redacted] I am rejecting this response because: Hey David, I have not received any response from ***, nor have I received the email with the attachment for that I am supposed to fill outHere are the email addresses you can send it to: [redacted] Regards, [redacted]
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the cancellation of your account For the security of our customers, we do not cancel accounts/domains via emailThis is to ensure that no malicious activity is performed by a non-account holderI apologize if this caused any inconvenience or miscommunication between our agents and yourself That being said, in order to assist you with this, at your request the account in question has been canceledThe balance of $ has been waivedMoving forward, you will no longer be billed or invoiced for any service, since there are no active accounts in your name Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your account Our records indicate that this account has since been canceled, and a refund in the amount of $was processed yesterday (5/18/16) You will be able to confirm with your bank or financial institution that this refund has been received 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 [redacted] Customer Care 1&Internet Inc.http://www.1and1.com
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your domain transfer Our records indicate that the domain name: micro-prop-shop.com is now currently registered with the company [redacted] Due to that, there is nothing further that can be done from our side since you have already processed the transfer to a new registrar If you need any further assistance, please contact me via email to the address of: [email protected] Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc.http://www.1and1.com
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the cancellation and billing of your account In regard to this particular matter, our records indicate that you contacted our Billing Team earlier this morning, and they handled your issue accordingly, as the account has been completely canceled, and the balance is being pulled and waived from collections That being said, just as was mentioned by the previous agent you spoke with, I am not able to find any other documented cancellation attempt prior to todayOnce more, to confirm for your records, this account has been cancelled, no outstanding balance is due You will no longer be billed or invoiced for this service in the future We apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com
Dear [redacted] ***, We are more than happy to look into this matter for you, however, there was not enough information provided for us to properly research and assist youIn regard to the problem that you have brought to the attention of the Revdex.com, since there is no account listed under your name, this means that someone has been able to obtain your credit card information, and added it to an account somewhere within our organization We would only be able to track down the charge in question by searching our system/records with the credit card number that has been physically billed Once we have received that info, we can find the account in question, and this unfortunate situation can be resolved We apologize for any inconvenience that has been caused here Thank you Dave M [redacted] Customer Care 1&Internet Inc.http://www.1and1.com
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the billing and cancellation of your domain: [redacted] In regard to our automatic renewal feature, this information had been mentioned and was agreed to at the inception of this accountAside from that, emails are sent out at 60, 45, and days prior to any and all domain renewals in order to give you ample time to process a cancellation if certain domains are no longer required In regard to this particular matter, we are removing your account from collections [redacted] will remove you from any list that they have As well, we are wiping clean the outstanding balance of $ that you have with either [redacted] or 1&Internet No more money will be owed on this account and you will no longer be required to contact [redacted] or 1®arding this account Finally, we wish to confirm that this account has since been cancelled You will no longer be billed or invoiced for this service in the future Once more, we apologize for any inconvenience that has been caused here Thank you [redacted] Customer Care 1&Internet Inc http://www.1and1.com
Cancelled my contract and then day later was billed for a year renewal for that same contract, and now told, I will be refunded the money but it will take 7-daysCustomer service could only tell me there was a "lapse" in their system and this was an error on their partI would not recommend doing business with them, I know I will not in the future
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with this account while it was active In regard to this matter, there was no billing attempt to charge you in the amount of $under this account, there was an invoice of $14.99, which has been waived along with canceling the account, as mentioned to you by our Cancellation Team That being said, the domain: [redacted] is still registered in your name, up until 1/19/15, the domain: [redacted] is registered up until 1/25/15, and the domain: [redacted] is registered up until 11/10/Currently, if you wish to transfer the domains 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 they are still registered under your name Moving forward, you will no longer be billed or invoiced for any service, since this account is no longer active Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the transfer of your domains to another providerIn regard to the voicemail and email that you received from me last week, we have refunded you in the amount of $(months service) earlier this morningYour bank/financial institution now has those funds, if you do not yet see the refund available within your account, it is because it has to go through any possible holding time that your bank/financial institution has in placeAside from that, now that the domains: [redacted] .com, and [redacted] .com show as being registered with [redacted] ,Inc( [redacted] ), we have gone ahead with processing your requested cancellation of this account Moving forward, you will no longer be billed or invoiced for these canceled services Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience caused here In regard to the voicemail that I left, there unfortunately is no option available to change the billing date/billing cycle for your hosting package, as it correlates to the date of inception for the account According to our records, this account was set up in April of 2008, and the hosting portion of this account has billed in month increments every April and October sinceEmail notifications are sent out prior to the attempted charge of serviceIn your case, the email address that we have on file is: [redacted] Referencing your most recent invoice (# [redacted] ), an email was sent to you on 4/20/stating that we would be charging you for the next months of service, the attempted charge declined on 4/22/15, at which time another email was sent stating that the payment had not processedWe have since been able to process the payment from the contact you made with our Billing Department yesterday (5/6/15) That being said, in order to assist you with this further, I will refund this most recent charge of $52.38, which means that you will be covered free of charge up until 10/20/Please allow 3-business days for this refund to be completed and returned to you Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience that has been caused here As this particular matter is that of a technical nature, I have had my Technical Specialist investigate the referenced issue furtherListed below, is the same email in which he had sent to you yesterday, after having reached out to you via phone, and leaving a voicemail The reason that I am sending this email to you again, is to make sure that you received it, as the email address provided through this Revdex.com Complaint, is different than the one listed under your 1&account Dear [redacted] (Customer ID: [redacted] ), Thank you for contacting usThe Caretaker Team has since looked into your account and can confirm the following: An escalated complaint was made to us in regards to a particular domain name: ***.COM This domain name had an interruption in service due to a DNS update, and a domain transfer happening at the same time We do apologize for any inconvenience that this process may have caused you After reviewing the case history, it would appear that the transfer was initiated before the DNS of the domain name was fully up to date in our system This causes errors because once the domain name is within a transfer status, domain updates are no longer allowed The case history also relays that this information was provided to you Subsequently, it would appear the transfer process was stopped by locking the domain name, and a new DNS update was run, updating the domain name The DNS output is currently as follows: Domain Name: ***.COM Registrar: & INTERNET AG Whois Server: whois[redacted] Referral URL: http://1and1.com Name Server: [redacted] Name Server: [redacted] Name Server: [redacted] Name Server: [redacted] Status: ok Updated Date: 22-apr- Creation Date: 03-jul- Expiration Date: 03-jul- ;; Received bytes from [redacted] ( [redacted] ) in ms ***.COM IN NS [redacted] ***.COM IN NS [redacted] ***.COM IN NS [redacted] ***.COM IN NS [redacted] ;; Received bytes from [redacted] ( [redacted] ) in ms ;; Truncated, retrying in TCP mode ***.COM IN A [redacted] ***.COM IN MX [redacted] ***.COM IN MX [redacted] ***.COM IN MX [redacted] ***.COM IN MX [redacted] ***.COM IN MX [redacted] ***.COM IN NS [redacted] ***.COM IN NS [redacted] ***.COM IN NS [redacted] ***.COM IN NS [redacted] ***.COM IN NS [redacted] ***.COM IN SOA f [redacted] Again, I do apologize for any inconvenience or confusion caused by the process of domain transfers and not allowing updates while in a transfer state I attempted to reach you at the number listed in your initial complaint and left a voicemail with my contact information While I don't see that the 1&Support Team made any errors, we can understand how the transfer and DNS update process can be confusing As a courtesy I have refunded the two following invoices: [redacted] $ [redacted] $ ---- $= months of hosting fees 1&values our customers and again we apologize for any previous inconvenience caused by the processes as described above If you have any other questions or concerns please let me know - my contact details are listed in my signature Thanks for your patience and have a nice day You may receive a short survey within the next 24-hours Please take a moment to complete it so that we may continue to improve our customer experience Please do not hesitate to contact us if any other questions/concerns remain Sincerely, [redacted] Solutions Expert Caretaker Team 1&Internet Inc Hours of operation: Mon-Fri from 8AM-4PM EST Working hours: 484-913- Off hours: [email protected] Find us on [redacted] at: http:// [redacted] .com/1and Follow us on [redacted] at: http:// [redacted] .com/1and [redacted] Support from: http:// [redacted] .com/1and1_4u I hope that the information contained within the email above serves as helpful for youIf an issue still persists, please contact our Technical Specialist [redacted] , as referenced within the email, so that he can better assist you, and work with you towards a complete resolution to this matter Once more, we apologize for any inconvenience that has been caused here [redacted] Customer Care 1&Internet Inc http://www.1and1.com
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the billing under this canceled account According to our records, you canceled this account over the phone with a Cancellation Agent on 5/7/14, but at that time, a new month invoice had already generated, and was in the middle of being processed, since the billing cycle renewal date occurred on 5/3/Due to this, your [redacted] was charged in the amount of $on 5/8/ However, that being said, with the cancellation of your account having been done, on 5/12/we sent you a credit invoice stating that we would be issuing you a pro-rated refund of $140.29, which you physically received back to your [redacted] account on 5/19/Even though we sent you that confirmation, in the process of refunding you for the canceled account, you still filed a [redacted] dispute against the initial invoice, that as referenced, was in the process of being refundedDue to this action and our process, the balance of $was reapplied to your account In order to assist you with this particular matter, we will waive the disputed balance of $There will be no further invoices generated for this account, since it is no longer active Once more, we apologize for any inconvenience that has been caused here Thank you [redacted] Customer Care 1&Internet Inc http://www.1and1.com
Dear [redacted] (Account Holder: [redacted] /Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with this account I am very sorry if the service that you had received from our Collections Team or from any of our agents was less than satisfactory, and I will bring this to the attention of our Quality Assurance Team, so that we can hopefully avoid any issues associated with this in the future Due to this inconvenience, I am refunding both the charge of $71.88, and the late fee of $that had been paid to [redacted] Please allow 3-business days for a total refund of $to be processed to the credit card ending in “***” Along with that, we have also applied free months of hosting to Contract ID # [redacted] This means that your Basic Hosting package, will now be covered free of charge up until 5/16/I hope that this helps to alleviate some of the frustration which you had experienced Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com
Dear [redacted] I sincerely apologize for any inconvenience associated with your account Our records indicate that the referenced List Local features have been completely canceled and removed from the account, all website services have been unlocked, and the remaining refund in the amount of $had been processed back on 9/2/ Moving forward, anything associated with the dispute has been fully dropped from our side, so no ongoing issues will be experienced Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc.http://www.1and1.com
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your account At this time, if you have not already, please double check with your bank or financial institution to confirm if your refund of $has been receivedIf for some reason it has not been processed, please send a copy of your billing statement to: [redacted] , so that I can reapply the refund to your account in order to make sure that it has been properly taken care of for youOnce more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc.http://www.1and1.com
[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 [redacted] , and find that this resolution is satisfactory to me I was very impressed with the timeliness and resolution oriented response of the business.Regards, [redacted]
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your account When you initiate a domain transfer to 1&Internet Inc from another provider, there are certain steps that must first be taken before the complete transfer has been finalizedFirst, you initiate the transfer from our side under your new or existing account, because that is where you want to move the domain(s) toOnce this has occurred, you have to acknowledge the initiated transfer(s) from the registrar that currently has the domain(s) in questionThe more time that passes without the transfer attempt being acknowledged on their side, the longer it will take for the domain transfer(s) to be processedAfter you have acknowledged the transfer(s), due to ICANN policy it then typically takes 3-days for the transfer to be finalizedIt is for this reason, that we suggest all domain owners process a domain transfer at least weeks prior to their set expiration date, in order to avoid an expiration while changing providers Aside from that, you had set up a new account through 1&Internet Incon 1/28/16, with a month hosting package which we then billed you for in the amount of $11.88, due to the $per month for the first months promotion that you acceptedThis was not a charge for domain names that were not yet within our possessionSince the domain names were with another provider while you attempted to transfer them to 1&1, we would have no physical ability to expedite the process of receiving them on our side, as we were not yet the active registrar That being said, our records now show that the domain names: [redacted] .com, and [redacted] .net have been received and are active under this account Regarding the issue that you had experienced while trying to contact our Support Team by phone, there are no problems that I am aware of that would have caused you to have such a long wait time when calling inDue to this inconvenience, I have added a credit of $to your account in order to cover the first year promotional cost of your domain registrations free of charge If you need any additional assistance in reference to this matter, please contact our Solutions Team via email at this address: [email protected] Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com
[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: [redacted] I am rejecting this response because the information they provided is just plain falseThis complain is a matter of principal and not a bout the $It seems that 1andhandling most of their customers with the same wayI will explain: I personally unlocked the domain on and set the WHOIS privacy settings to public on the same dayThey claim 12-hours for the change to get into effectWhen I called after hours they said it is actually hourseven after days not until I complained to Revdex.com and ICANN that they released the domainI am attaching two files: the log file to show the domain was locked by them and WHOIS privacy settings were not changedEmail from their customers services acknowledging the "problem" is on their sideTo put that bluntly their response is just a lie in order to close this disputeI expect a serious business not to lie to customers, or the Revdex.com Regards, [redacted] ***
There was no technical resolutionHe explained to me that the service was limited to 50GB; he says that technical support should have increased the storage space manuallyThey didn't and had no procedure in place to do itIMO he lied that they had this capability because multiple times multiple employees refuses to do itMy service was cut off from functioning multiple days because it didn't even appear to increase or extend capacity as the terms of service said automatically forcing me to delete large amount of data just to be able to get my forums and other web apps working again which failed because the databases were locked as a result of quota limitTriston did not offer me any change or fix for it or any compensationI don't think the issue is resolvedSince the issue arose somehow despite not being at the limit I was before the quota increased from 100GB to 118GBIt may have been done specially for me but I wasn't informed of itI also noticed that technical literature in the TOS may be outdated because they don't appear to truly limit service to 50GB but 100GB due to upgrades that happened sometime ago[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]