& Internet

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the cancellation of this account As per the email notification that I sent you yesterday (5/5/15), in regard to this particular matter, we are clearing the due balance of $that was associated with the disputed charge so that you are no longer responsible for any payment being made to 1&Internet That being said, we have also issued the immediate cancellation of this account per your request Moving forward, you will no longer be invoiced for any services under this account since it has been canceled 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 / [redacted] Style Definitions */

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the cancellation and refund of this account We see that you filed this Revdex.com Complaint on 11/24/15, however, we just received it yesterday (12/3/15) The case history under your account shows that this matter had been handled by my colleagues on the Solutions TeamOur records indicate that this account had been canceled on 11/25/15, and the refund of the only invoice under this account was submitted that same dayPlease keep in mind, that when we submit a refund, the bank or financial institution associated with the credit card on file will not see it instantaneously, as the refund process takes 3-business daysIn this case, the refund in the amount of $ physically left our side on 11/30/At that point, the availability of the refund in question is based entirely upon the holding time/process that your bank or financial institution has in place prior to making these funds available within your account Regarding the billing of the service that had been initially ordered, there was no unethical practice committedThe domain name and hosting package that were activated had been ordered through an external IP address, not with a Customer Service Representative on our Sales TeamThis means that the services which were billed under your account had been selected and agreed to by you, the customerAt the time your order was placed, there was a day free trial, which you received as the account was activated on 10/17/15, and your first invoice did not generate until 11/20/Along with that, you are correct in stating that you agreed to the price of $per month being listed for the MyWebsite Basic package, however, that was a promotion only offered to you by accepting to sign up for a month planDue to that, the invoice you received was billed for a total of $as it was for a month term in advance, at $per monthBy visiting the 1&Internet website, you will see that if you select the monthly billing option for that package, you will be billed in the amount of $per month, and will not receive the $per month promotionWhen checking out, it is notated what you have selected, the amount due at the time of the order, (in your case $0.00), and the amount of the first invoice that will be charged to the payment methodThis information must be accepted in order to move on, and activate your order I apologize if you feel that you had not been properly made aware of what you were signing up for, as it is not our intention or desire to deceive any new or existing customers Aside from that, I have submitted a case internally within our company to have you added to our Do Not Contact list to avoid any further communication That being said, for your records, this account has been canceled, and your refund of $has been processedMoving forward, you will no longer be billed or invoiced for any service 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 / [redacted] Style Definitions */

[redacted] On behalf of 1&Internet, I would like to sincerely apologize for any inconvenience associated with your billing concerns, and the domain in question having been canceled Unfortunately, our billing system does not work very well with pre-paid debit cards, as sometimes the charge is processed, and other times it is not, just as you had encounteredA lot of times this is associated with our system being set up to receive reoccurring automatic withdrawals for the provided servicesThis is a process that we do not have any control over within the Customer Service departments Our records indicate that you have already been contacted by some of my colleagues here in the Solutions Team, in order to resolve this unfortunate situationI see that they have confirmed with you, that the domain name: ubbneveragain.com has been completely restored under your account, free of charge That being said, per your request we have canceled the [redacted] *** feature that you are not utilizingLooking back into the history of your account, there had been attempted payments of $for that feature, of them were previously reversed, which cleared the associated balance, and the other had been successfully processedIn order to assist you with this, we are refunding the charges that had been receivedPlease allow 3-business days for a refund of $to be processed Please contact us here in the Solutions Team if you require any additional assistanceWe can be reached by phone at: [redacted] Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted]

Dear [redacted] *** (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the claims to active services, and receiving a notification from our Collections TeamPlease understand that we can certainly sympathize with you, in knowing that this is an upsetting, and unfortunate situationWe as a company are also hurt and inconvenienced by fraudulent accounts being set up, as our main focus is to provide excellent customer service and products to those customers that trust us with their domains and websitesIt is for this reason that we are constantly striving to update our verification processes, in order to stop fraudulent charges and accounts before they happen, or are set upRegarding the voicemail that I left you today (3/24/17), we have deemed this account as fraudulent, issued an immediate cancellation, and are in the process of clearing the outstanding balance of $ This email states for your records, that this has not, and will not affect your credit scoreMoving forward, there will be no further charge attempts, or outstanding balances due, as this account has been canceled due to its fraudulent nature Once more, we apologize for any inconvenience that has occurred, and hope that this helps alleviate any frustration or anguish that has been caused hereThank youDavid M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

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 They were quick to respond and provided me some light to the matterI have yet to find out the culprit who made this purchase and since 1andprovided me the name of the domain, I now have two people under my suspicions list Regards, [redacted] ***

[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 It seems the company in question had an "error"As I stated in the original complaint, however, we must see how things proceed from here Regards, [redacted]

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the cancellation of this account Regarding the cancellation of features/service, it is possible to cancel only the domain names, and not the hosting package(s)This is an option as domain names and the physical hosting packages are two separate entities, as they have their own unique functions and capabilitiesFor instance, some people only have hosting through our company in order to maintain their website and manage emails with us, while they have the domain name(s) associated with that hosting registered with another providerThis also gives customers the ability to cancel some of their domains or other services no longer needed, and keep what they are still interested inOnce you have issued any kind of online cancellation, the email confirmation that you receive has generic wording due to how many different cancellation variations are possible, since you may be canceling certain domains/features, or the entire account However, aside from the wording, the notification still specifically lists which features and or services are associated with that requested cancellation, or transfer if a Change of Provider is selected for the domain(s) In this particular case, it seems that the domain names listed under your account had been selected and referenced within your email confirmation, but the hosting package was not part of the action processed onlineI apologize for any misunderstanding possibly caused by the online cancellation process, or if you feel that you were mislead by the contents of the confirmation email, as that was certainly not our intention That being said, I see that some of my colleagues within the Solutions Team have already reached out to you regarding the requested resolution for this accountIt has been confirmed that all services listed under your name have been canceled, and we are also in the process of refunding the charges associated with this unfortunate circumstance, dating back to March of this yearPlease allow 3-business days for this refund of $to be issued to the [redacted] payment method linked to: [redacted] Moving forward, you will no longer be billed or invoiced, 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 / [redacted] Style Definitions */

[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:On May 9, 2016, I was charged by 1and1.com in the amount of $and I was PROMISED by Nino (Case # [redacted] ), that I would receive a refund for the late fee! I was told that Nino HAD to charge my credit card the late fee BUT she said I would get a refund once she puts the request in!1and1.com responded to my complaint and said they would issue me a refund and on May 12, 2016, I received a refund for $ THAT IS THE ONLY REFUND I HAVE RECEIVED!!!I am requesting 1and1.com to fulfill their promise to refund me! Please refund the remainder $ Regards, [redacted] ***

[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] , the last collection mail received dated 8/29/At here I assumed the business has fixed their computer glitches as stated in their respond and I find that this resolution is satisfactory to me if there is no more repeat incident in the futureThank you for your coordination Regards, [redacted] ***

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your account In regard to the voicemail that I left, I can confirm that your account is currently active You have complete access to all features and services within your Control Panel at this time As it is outside of our scope of support, if you require further assistance with your MyWebsite Plus hosting package, you will need to contact the MyWebsite Team by phone at: ###-###-####, or via email to: [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 / [redacted] Style Definitions */

Dear [redacted] (Customer ID # [redacted] ), On behalf of 1&Internet, I would like to sincerely apologize for any inconvenience associated with this accountWe are very sorry if the service that you had received from any of our agents was less than satisfactory, and if you were provided with misinformationI 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, for any and all customersRegarding the voicemail that I left you today (4/27/17), our records indicate that the invoice in the amount of $26.34, for the year registration of the domain name: [redacted] .com, has been reversed and cleared, prior to being debited from your payment methodThe reason that the invoice did not generate within a day or two of this domain being ordered, is due to when the first domain ( [redacted] .com) had been ordered under this account back in August of Our system is set up to provide one billing/invoicing day per month, under each contract within the accountIn other words, if the new domain had been ordered under this account within a new contract, you would have been invoiced almost immediately, as that new contract would not already have a predetermined billing/invoicing date for the monthAgain, we apologize for any inconvenience caused by thisAt this time, since the invoice for the domain: [redacted] .com has been cleared, it is currently registered in your name, free of charge up until 4/17/Along with that, I have added a credit to this account, that would cover the 2017-registration of the domain: [redacted] .com free of charge, up until 8/25/This of course would only work, if you decide to keep this account active through 1&InternetIf you instead decide to follow through with the referenced cancellation of this account, you would have to transfer your domains to another provider in order to utilize them, and avoid losing themAnytime that a domain name is canceled immediately, can lead to a 30-day ICANN regulated process, that can end in your domains possibly going up for auction, or eventually being purchased by someone else if they went back up for public saleAlong with that, it is ICANN policy that holds customers to a day wait, before transferring a newly registered domain to another providerEssentially, you can either keep your domains here free of charge, up until the date outlined above, or, you can transfer them away to another provider, however, you would have to wait until 6/16/to transfer the domain: [redacted] .com, due to the Day ICANN policyPlease contact us here in the Solutions Team to inform us if you want to keep the account active, or follow through with an immediate cancellationWe can be reached by phone at: [redacted] , or via email to: [email protected] more, we apologize for any inconvenience that has been caused hereThank youDavid M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the unwanted contact that you have receivedPlease 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 had been set to public registration, instead of private, when it was first registeredWe do not have the ability to see when a domain name’s registration is changed between public, and private, but as referenced by some of the previous agents that have contacted you, currently, your domain settings for: [redacted] .com are set to privateAfter viewing the website: https://www[redacted] .com/, I was able to find the following information as listed below, under one of their other pages: https://www[redacted] .com/ [redacted] / “Making a domain private with your registrar does not insure the registrant information will not be available elsewhere on the InternetThis is especially the case when privacy is initiated after registrationFor more information, please refer to the terms of service of the registrar with whom your domain is registeredThe Daily Whois website is a database of whois snapshots taken the day of registrationThis public information is made available in accordance with ICANN policiesHowever, if you would like to have whois information on a specific domain removed from this website, please visit: https://www[redacted] .com/privacy “ It seems that they may have obtained your personal information on the day of the domain registration, if the domain was in fact registered as public, prior to making the transition over to private, which is done through your 1&Control PanelEven though your domain is currently registered as private, this particular website may not have updated their records, which would explain why your personal information is available through that particular 3rd party, to which we have no control overAnother reason they may not have updated that information to be listed as private yet, is to cause you to pay the $charge that they reference within this link: https://www[redacted] .com/privacy/, in order to remove your personal information from their websiteOnce again, since this is a 3rd party, we have no control or authority over this unfortunate matterIn order to resolve this, you have options, you can either contact ICANN, and file a complaint against this 3rd party since your domain name is currently listed as private, and they are still sharing your personal information, or you can make the one time payment of $to them, using the funds that we provide to you, as explained belowPlease see the link below for ICANN’s contact information: https:// [redacted] org/en/contact Due to the inconvenience caused here, we are refunding you the only invoice that has been generated under this account in the amount of $1.17, along with an additional refund of $This refund is yours to do what you wish, however, if you are not successful having the information removed by contacting ICANN, feel free to use this refund to cover the $charge that the 3rd party is requesting to remove your informationOnce more, we apologize for any inconvenience that has occurred, and hope that this helps alleviate any frustration or anguish that has been caused hereThank youDavid M [redacted] Customer Care 1&Internet Inchttp://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] 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 cancel.That 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 [redacted] account and now shows "Debit failed" for some reason that is not disclosed on the 1andwebsiteI hope 1andis willing to resolve this issue, I am in serious doubt Regards, [redacted]

Dear [redacted] *** (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the cancellation of this account, and the disputed chargesRegarding our conversation from earlier today (1/18/17), this email confirms that we are clearing the outstanding balance of $ that is associated with the disputed charges of $221.78, and $In order to assist you with this matter, since you have only received the refund of $so far, I will issue the additional refund of $29.97, once the balance has been cleared from under this accountAs referenced, I will follow up with you regarding the refund once it has been processedMoving forward, you will no longer be billed or invoiced for any service under this canceled accountOnce more, we apologize for any inconvenience that has been caused hereThank youDavid M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Dear [redacted] , (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the referenced domain order Regarding this matter, it was previously brought to the attention of our Legal Team when you had initially contacted our Board of DirectorsAfter conferring with our Legal Team, I have been advised to inform you that they will continue to handle your case, and contact you within the week to discuss what can or cannot be offered under the circumstances of this unfortunate situation At this time, there is nothing further that can be done here within the Solutions Team, as the Legal Team is the highest form of customer escalation for the amount of compensation you are looking to obtain 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 / [redacted] Style Definitions */

Dear [redacted] (Customer ID: [redacted] ), 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 [redacted] 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 $71.33, that you have with either [redacted] or 1&Internet Inc Regarding notifications being sent to you about the issue that had occurred, our records indicate that multiple emails were sent to the address of: [redacted] @***.comThese were sent in August and September of 2014, advising you to update your expired credit card information so that the payment for the upcoming invoice would be properly processed After the declined payment attempt for the invoice that generated on 9/25/14, you should have received notifications that informed you of the declined attemptDepending on your email settings, you may have missed notifications if they were filtered into your Spam Folderdays after the declined attempt, the account was locked, and then the balance was later handed over to our Collections Team on 12/2/Even though your account was locked, and the payment was due to our Collections Team, we still renewed your domain names for an additional year in 2015, free of chargeThis was done in order to keep you from easily losing your domainsDue to the outstanding balance, the account was then canceled on 6/25/ Unfortunately, [redacted] .com and [redacted] .com, were not able to renew under this canceled account here in At this time, due to the current status of the domain names being in the Redemption Period, there is no physical way to transfer them to another provider, until they are first redeemed in your name through 1&Internet IncIn order to do this, we must open a new contract under this canceled account, for the domains to then be reactivated under Due to the billing issue that had occurred under this account before the cancellation took place, we would need to update the payment method on file in order to physically process the reactivation I understand that you may be hesitant about this, however, it is a system limitation that I cannot bypassI can assure you though, and it is now documented within this email, that we would not be charging you for any of these services, as I will apply a credit to the new contract, if it is opened, so that the 2016-registration/reactivation fees are covered free of charge Once the domain names would be reactivated, you could then begin the process of transferring them to the provider of your choiceThat being said, please understand that if you do not follow these instructions, the only way for you to regain the domain names would be to wait for them to finish going through the ICANN regulated Redemption Period which in total can last between 60-days Please feel free to contact me for further assistance via email at: [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 / [redacted] Style Definitions */

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience that has been caused here In regard to the voicemail that I left, if you ever run into an issue such as this again, our Tech Team is always available to assist They can be reached by phone at: ###-###-#### After investigating this matter, it was found that the domain name did not resolve correctly since: [redacted] .com was attempting to redirect to the sub domain: www[redacted] .comThis caused a redirect loop, and an error in connecting every time that you tried to bring up the website The sub domain has since been deleted, and the domain: [redacted] .com redirects properly now without timing out or receiving an error message That being said, due to any inconvenience caused, we are refunding your initial invoicePlease allow 3-business days for a refund of $to be processed to the payment method on fileThis means that the Unlimited hosting portion of your account will not be billed again until 8/5/ If there is any additional assistance that you require through this complaint, please contact me via email at: [email protected] Once more, we apologize for any inconvenience that you have experienced David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com / [redacted] Style Definitions */

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your accountOur records indicate that we have already released the additional refund of $from our side as of earlier today (6/22/16), to the bank or financial institution associated with the credit card that ends in " [redacted] " At this time, the return/availability of the refund in question is based entirely upon the holding time/process that your bank or financial institution has in place prior to making these funds available within your account Once more, we apologize for any inconvenience that has been caused hereThank youDavid M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your account Regarding our conversation today, in order to properly rebuild your website through our Website Building Consultants, you will need a MyWebsite Plus package to have the functionality that is required Since you prefer monthly billing, your invoice would be $per month for this feature, instead of the $per month that is currently being paid for the Unlimited package To assist you with this matter, we will apply a 35% lifetime discount to the MyWebsite Plus package, so that your monthly invoice will be generated in the amount of $ Once you have received your monthly invoice, please contact our Billing Team by phone at: ###-###-####, or via email to: [redacted] , and ask them to apply the $credit associated with Case ID # [redacted] , so that you only end up paying the original cost of $per month for your service Aside from that, we are also going to waive the standard $website set up fee, and provide the first months of hosting for free Per your request, we will move forward with adding the MyWebsite Plus package to your account in order to begin rebuilding your website Thank you for your time and patience regarding this case Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your account Regarding this particular matter and the voicemail that I left you today (12/12/16), this email confirms that the unwanted MyWebsite Plus and List Local packages have been canceled, and the invoices in the amount of $119.88, and $have been waivedThe previous agents that assisted you last week were able to reverse these invoices, before they had been physically debited from your bank accountWe are investigating just how these unwanted features had been added to your account, in order to take any appropriate actions necessary, if they were in fact added without your permission Along with that, due to the inconvenience caused, we are refunding both invoices that had been charged for the first year of service for the Unlimited hosting package, along with your domain registrationPlease allow 3-business days for this refund of $ to be processedThis means that the Unlimited hosting package will be covered free of charge up until 10/22/17, and the domain name: wholeandheavenlyoven.com will be covered up until 10/22/ Moving forward, there will be no further charges associated with the canceled MyWebsite Plus and List Local packages 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 / [redacted] Style Definitions */