Dear [redacted] , We are sorry for the inconvenience this issue may have causedPlease be informed that your premium contract has been cancelled as per your requestAlso, please note that we have cancelled the invoice and this means that you will receive a refund, in a form of credit card refundYou should receive the money on your bank account within the next working daysPlease make sure that the credit card used for the last payment is still valid otherwise, we cannot transfer the money to your bank accountThe premium features will be available until September 26, This means that after losing the premium features, you will have a free mail accountWe have sent a separate email with specific details and instructionsWe would like to hear your feedback regarding thisThanks,Kevin D [redacted] Mail.com Premium Support& Mail & Media, 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: [redacted] I am rejecting this response because: They are not being truthfulThey are artful at crafting language that is misleading, sending email after email requesting the same information over and over, and providing answers that don't actually address the questionsThis response is yet another case in pointThe issues - business killing issues directly caused by the company - have not only NOT been resolved, they've created far more significant problems through general cursory and incomplete attempts in the process then refusing to address those as wellThey provide only limited, partial responses and their contention that they have thoroughly and responded is simply outrageous.In fact, they prevented the approachable, sharp technical rep assigned to the case who I believe might have been able to resolve the issues from responding to either emails or phone calls barely one step into the processSince initially bringing the problems to 1and1.com's attention in Oct 2014, they've responded only as they please with a little effort as they can possibly get away with a genuine disinterest in an actual resolutionTheir annoyance at customer care is made abundantly clearI am preparing the answer to the issues and matters in red font they referenced along with the documentation that addresses my comments above for the record so that the misleading messages that have come from 1andthrough the Revdex.com are addressedPlease allow me a day or so to complete and upload the information before closing out this complaintRegards, [redacted]
Dear [redacted] ***,Please be informed that we have already cancelled the invoices and accountsYou will receive a refund and the amount will be charged back to your credit card within a given number of working daysFor more details, please refer to the separate email that we have sent to your [redacted] [redacted] email addressMoving forward, you will no longer be billed or invoiced for any services considering that the accounts are no longer activeWe hope that this has resolved the issueWe would appreciate if you can provide us feedback regarding this matterOnce again, we are sorry for the inconvenience this issue may have causedThanks,Kevin D [redacted] Mail.com Premium Support1&Mail & Media, Inc
Dear [redacted] ***, We are sorry for the inconvenience this issue may have caused.We have sent a detailed explanation about the status of your mail accounts to [redacted] @email.comAs stated, we have forwarded the request to the appropriate department regarding account reactivationWe will provide further updates regarding this case.We would appreciate if you can reply to the ticket that was sent to you so that we can further assist you Thanks,Kevin D [redacted] Mail.com Premium Support& Mail & Media, Inc
Dear [redacted] , We are sorry for the inconvenience this issue may have causedOur billing department will cancel the invoices and your credit card will be refunded within the next working daysRegarding the fraudulent account, this has been closed and will not be reopenedYour data will also be deleted in our systemPlease refer to the email that we have sent regarding the detailsWe hope to hear your feedback regarding this matterOnce again, our sincere apologies for this issueThanks,Kevin D [redacted] 1&Mail & Media, Incmail.com Premium Support
[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.Since the item is not currently fixed I would request that someone from and email or call me when it is functional Regards, [redacted] ***
Dear [redacted] , After thorough account verification, we would like to inform you that the account in question has been locked and the contract has been cancelledFurthermore, the invoice has been cancelled and you will receive a refund in the form of a credit card refund within the next working daysPlease make sure that the credit card used is still valid otherwise, we cannot transfer the money to your bankWe hope that this matter has been resolved to your satisfactionWe would be glad to hear your feedback regarding this case.Thanks,Kevin D [redacted] Mail.com Premium Support& Mail & Media, Inc
Dear [redacted] ,We are sorry for the inconvenience this issue may have caused.We have escalated the matter to our System Administrators and they are still investigating the issueWe will contact you and provide the necessary information as soon as it becomes available to us.Thanks,Kevin D [redacted] .com Premium Support1&Mail & Media, Inc
Dear [redacted] ***, We are sorry for the inconvenience this issue may have caused Please be informed that your premium account has been deactivated on the 1st of July due to an outstanding paymentYour credit card on file either expired or did not have sufficient balance to charge fromYour mail.com account has been downgraded to freemail which also loses all premium featuresFurthermore, we noticed that you were able to upgrade your account o premium membershipYour contract will be reactivated as soon as possibleWe have sent a separate email to you for further details Again, we truly apologize for the delayed response and hope to clear this as soon as possible Thanks,Kevin D [redacted] Mail.com Premium Support1&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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] PS: The credit card used in the referenced situation is no longer active; any refund should be submitted to my bankThanks for your assistance in resolving this issue
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for the inconvenience associated with your account Please understand that this unfortunate situation was not intentional, as the issue associated with your emails was caused by a system bug, that is currently being investigated.Our records indicate that one of our Technical Support Team supervisors recently spoke with you regarding this matterIt was notated that they had informed you that our System Administrators have found a resolution to this system bug, and the fix will be rolled out to the affected customers in early JanuaryIn the meantime, you can manually move the emails from the Spam folder, to your Inbox folder through using the drag and drop functionI see that the supervisor also applied free months of service to the hosting portion of your account, due to this inconvenience.Moving forward, if you require any additional assistance, please feel free to contact us here in the Solutions Team via email to: [email protected] more, we apologize for any inconvenience that has been caused here.Thank you.Kevin D [redacted] mail.com Premium Support1&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 [redacted] , and find that this resolution is satisfactory to me Account has been restored Regards, [redacted]
Dear [redacted] ,We are sorry for the inconvenience this issue may have causedIn order for us to investigate further on this matter, we have sent you a separate email addressed to [redacted] @***.comPlease provide us with the additional information so that we can identify the cause of the issue and provide you with the necessary explanationYour cooperation and feedback would be highly appreciated.Thanks,Kevin D [redacted] Mail.com Premium Support& Mail & Media, Inc
Dear [redacted] , We are sorry for the inconvenience this issue may have caused youWe have checked the email addresses that you have specified and we see that both accounts are active and accessibleAlso, the accounts are not blocked from our sideHowever, we did not see any tickets or records about your contact with Mail.com support regarding the issueWe woul appreciate if you can inform us immediately as soon as you encounter any problems so that we can assist you further and provide the necessary resolutionIf you have any related issues, please do not hesitate to contact usThanks,Kevin D [redacted] Mail.com Premium Support& Mail & Media, Inc
Dear [redacted] ***, We are sorry for the inconvenience this issue may have causedBased on the information that you have initially provided, we cannot find any related transactionIn order for us to investigate further and resolve this issue, we have sent you a separate email addressed to [redacted] Please reply to that separate email and provide the requested informationYour cooperation and feedback would be highly appreciatedThanks,Kevin D [redacted] Mail.com Premium Support& Mail & Media, Inc
Dear [redacted] , We have reviewed our correspondence with you in which you state that you have set up the address in question for your “legal business that was just created in [redacted] under an LLC”Instead of a first name/last name, you provided in the registration the company name, which is also reflected in the email address nameWhile we have followed all instructions and procedures in providing the answer we received from the security department, we apologize that you were not offered the following: could you please forward to us some type of proof that you are associated with the company that you have stated and are allowed to use this company name In our T&C, we state that “GMX may, in its sole discretion, suspend or terminate customer accounts which it believes infringe the rights of third parties”We understand that in your case, this has caused an inconvenience and apologize for this but we hope for your understanding that anti-abuse measures regarding infringement and trademark violations is one of our main concern hereAs soon as we receive the information from you, we are glad to further assist you in this matter.Thanks,Kevin D [redacted] Mail.com Premium Support1&Mail & Media, Inc
Dear [redacted] , We are sorry for the inconvenience this issue may have causedPlease be informed that your premium contract has been cancelled as per your requestAlso, please note that we have cancelled the invoice and this means that you will receive a refund, in a form of credit card refundYou should receive the money on your bank account within the next working daysPlease make sure that the credit card used for the last payment is still valid otherwise, we cannot transfer the money to your bank accountThe premium features will be available until September 26, This means that after losing the premium features, you will have a free mail accountWe have sent a separate email with specific details and instructionsWe would like to hear your feedback regarding thisThanks,Kevin D [redacted] Mail.com Premium Support& Mail & Media, 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: [redacted] I am rejecting this response because: They are not being truthfulThey are artful at crafting language that is misleading, sending email after email requesting the same information over and over, and providing answers that don't actually address the questionsThis response is yet another case in pointThe issues - business killing issues directly caused by the company - have not only NOT been resolved, they've created far more significant problems through general cursory and incomplete attempts in the process then refusing to address those as wellThey provide only limited, partial responses and their contention that they have thoroughly and responded is simply outrageous.In fact, they prevented the approachable, sharp technical rep assigned to the case who I believe might have been able to resolve the issues from responding to either emails or phone calls barely one step into the processSince initially bringing the problems to 1and1.com's attention in Oct 2014, they've responded only as they please with a little effort as they can possibly get away with a genuine disinterest in an actual resolutionTheir annoyance at customer care is made abundantly clearI am preparing the answer to the issues and matters in red font they referenced along with the documentation that addresses my comments above for the record so that the misleading messages that have come from 1andthrough the Revdex.com are addressedPlease allow me a day or so to complete and upload the information before closing out this complaintRegards, [redacted]
Dear [redacted] ***,Please be informed that we have already cancelled the invoices and accountsYou will receive a refund and the amount will be charged back to your credit card within a given number of working daysFor more details, please refer to the separate email that we have sent to your [redacted] [redacted] email addressMoving forward, you will no longer be billed or invoiced for any services considering that the accounts are no longer activeWe hope that this has resolved the issueWe would appreciate if you can provide us feedback regarding this matterOnce again, we are sorry for the inconvenience this issue may have causedThanks,Kevin D [redacted] Mail.com Premium Support1&Mail & Media, Inc
Dear [redacted] ***, We are sorry for the inconvenience this issue may have caused.We have sent a detailed explanation about the status of your mail accounts to [redacted] @email.comAs stated, we have forwarded the request to the appropriate department regarding account reactivationWe will provide further updates regarding this case.We would appreciate if you can reply to the ticket that was sent to you so that we can further assist you Thanks,Kevin D [redacted] Mail.com Premium Support& Mail & Media, Inc
Dear [redacted] , We are sorry for the inconvenience this issue may have causedOur billing department will cancel the invoices and your credit card will be refunded within the next working daysRegarding the fraudulent account, this has been closed and will not be reopenedYour data will also be deleted in our systemPlease refer to the email that we have sent regarding the detailsWe hope to hear your feedback regarding this matterOnce again, our sincere apologies for this issueThanks,Kevin D [redacted] 1&Mail & Media, Incmail.com Premium Support
[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.Since the item is not currently fixed I would request that someone from and email or call me when it is functional Regards, [redacted] ***
Dear [redacted] , After thorough account verification, we would like to inform you that the account in question has been locked and the contract has been cancelledFurthermore, the invoice has been cancelled and you will receive a refund in the form of a credit card refund within the next working daysPlease make sure that the credit card used is still valid otherwise, we cannot transfer the money to your bankWe hope that this matter has been resolved to your satisfactionWe would be glad to hear your feedback regarding this case.Thanks,Kevin D [redacted] Mail.com Premium Support& Mail & Media, Inc
Dear [redacted] ,We are sorry for the inconvenience this issue may have caused.We have escalated the matter to our System Administrators and they are still investigating the issueWe will contact you and provide the necessary information as soon as it becomes available to us.Thanks,Kevin D [redacted] .com Premium Support1&Mail & Media, Inc
Revdex.com:At this time, I have not been contacted by Mail.com regarding complaint ID [redacted] .Sincerely, [redacted]
Dear [redacted] ***, We are sorry for the inconvenience this issue may have caused Please be informed that your premium account has been deactivated on the 1st of July due to an outstanding paymentYour credit card on file either expired or did not have sufficient balance to charge fromYour mail.com account has been downgraded to freemail which also loses all premium featuresFurthermore, we noticed that you were able to upgrade your account o premium membershipYour contract will be reactivated as soon as possibleWe have sent a separate email to you for further details Again, we truly apologize for the delayed response and hope to clear this as soon as possible Thanks,Kevin D [redacted] Mail.com Premium Support1&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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] PS: The credit card used in the referenced situation is no longer active; any refund should be submitted to my bankThanks for your assistance in resolving this issue
Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for the inconvenience associated with your account Please understand that this unfortunate situation was not intentional, as the issue associated with your emails was caused by a system bug, that is currently being investigated.Our records indicate that one of our Technical Support Team supervisors recently spoke with you regarding this matterIt was notated that they had informed you that our System Administrators have found a resolution to this system bug, and the fix will be rolled out to the affected customers in early JanuaryIn the meantime, you can manually move the emails from the Spam folder, to your Inbox folder through using the drag and drop functionI see that the supervisor also applied free months of service to the hosting portion of your account, due to this inconvenience.Moving forward, if you require any additional assistance, please feel free to contact us here in the Solutions Team via email to: [email protected] more, we apologize for any inconvenience that has been caused here.Thank you.Kevin D [redacted] mail.com Premium Support1&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 [redacted] , and find that this resolution is satisfactory to me Account has been restored Regards, [redacted]
This issue has been remedied and the refund has been receivedThank you[redacted]
Dear [redacted] ,We are sorry for the inconvenience this issue may have causedIn order for us to investigate further on this matter, we have sent you a separate email addressed to [redacted] @***.comPlease provide us with the additional information so that we can identify the cause of the issue and provide you with the necessary explanationYour cooperation and feedback would be highly appreciated.Thanks,Kevin D [redacted] Mail.com Premium Support& Mail & Media, Inc
Dear [redacted] , We are sorry for the inconvenience this issue may have caused youWe have checked the email addresses that you have specified and we see that both accounts are active and accessibleAlso, the accounts are not blocked from our sideHowever, we did not see any tickets or records about your contact with Mail.com support regarding the issueWe woul appreciate if you can inform us immediately as soon as you encounter any problems so that we can assist you further and provide the necessary resolutionIf you have any related issues, please do not hesitate to contact usThanks,Kevin D [redacted] Mail.com Premium Support& Mail & Media, Inc
Dear [redacted] ***, We are sorry for the inconvenience this issue may have causedBased on the information that you have initially provided, we cannot find any related transactionIn order for us to investigate further and resolve this issue, we have sent you a separate email addressed to [redacted] Please reply to that separate email and provide the requested informationYour cooperation and feedback would be highly appreciatedThanks,Kevin D [redacted] Mail.com Premium Support& Mail & Media, Inc
Dear [redacted] , We have reviewed our correspondence with you in which you state that you have set up the address in question for your “legal business that was just created in [redacted] under an LLC”Instead of a first name/last name, you provided in the registration the company name, which is also reflected in the email address nameWhile we have followed all instructions and procedures in providing the answer we received from the security department, we apologize that you were not offered the following: could you please forward to us some type of proof that you are associated with the company that you have stated and are allowed to use this company name In our T&C, we state that “GMX may, in its sole discretion, suspend or terminate customer accounts which it believes infringe the rights of third parties”We understand that in your case, this has caused an inconvenience and apologize for this but we hope for your understanding that anti-abuse measures regarding infringement and trademark violations is one of our main concern hereAs soon as we receive the information from you, we are glad to further assist you in this matter.Thanks,Kevin D [redacted] Mail.com Premium Support1&Mail & Media, Inc