& Internet

Dear [redacted] , I sincerely apologize for any inconvenience associated with the emails addressing an account that you have no affiliation withIn regard to the correspondence that you have had with my colleagues here in the Solutions Team, you will no longer be receiving any notifications regarding the account in questionFor the record, by informing us of the issue in the first place, we were able to speak with Mike L [redacted] whose phone number was correct, and confirm with him and his bank that he recently had fraudulent activity against his credit cardDue to this, we have been able to assist you and MrL [redacted] , in order to put a stop to this fraudulent accountOnce more, we apologize for any inconvenience that has been caused hereThank you for your time and patience regarding this matterDavid M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Dear Kenneth Anderson (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 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, for any and all customers In order to assist you with this matter, per your request the balance of $has been completely waived, and will no longer be considered an outstanding debt That being said, for your records, this account had already been canceled, so moving forward you will no longer be billed or invoiced for these services Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] / [redacted] Style Definitions */

Dear [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 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, for any and all customers In order to assist you further, aside from the current refund of $ that is being issued, I have also applied an additional refund of $due to the inconvenience that you have experiencedPlease allow 3-business days for a total refund in the amount of $to be processed to the credit card ending in “***” That being said, for your records, since this account has been canceled, you will no longer be billed or invoiced for these 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 / [redacted] Style Definitions */

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the billing attempts and lack of customer service that you had received In regard to the voicemail that I left, this confirms that the account in question has been canceled, and we are waiving the balance of $ ($+ $late fee) from under this account As a company, we do not accept or issue checks as a form of payment or refund issuedYour check will not be processed, and as a security measure, it will be shredded so that your banking information is not compromisedAlso, paper statements are not typically sent to our customers, unless an outstanding balance has been due for an extended amount of timeAt that point, the paper notification simply serves as a reminder for the initial emailed invoice, and balances of $or lower are not handed to a Collections Team That being said, I am very sorry if the service that you had received 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, for any and all customers Along with that, per your request, I have had you added to our Do Not Contact list Moving forward, you will not 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 */

Dear [redacted] **(Customer ID # [redacted] ), On behalf of 1&Internet, I would like to sincerely apologize for any inconvenience associated with your accountPlease note that when this account had been ordered, it was notated that all hosting services and domain names would automatically renew, unless the auto-renewal feature was turned off, or the domain/hosting was physically canceled by the customer Prior to the renewal, email notifications are sent out in order to give the customer ample time to cancel their service if it is no longer requiredAlong with that, once the services have renewed, an invoice is also sent to inform you of the charge that will occur shortlyThis is to make sure that the customer is aware that the account is still activeIt also acts as a “red flag” if you will, for customers that may no longer wish to keep their serviceOur records indicate that per your request, this account was canceled on 3/6/17, which is the last time that you contacted our customer service agentsThis cancellation was confirmed for your records by the very same email you referenced within this complaintThat email also stated what would happen with the domain: [redacted] .com, which you had also referenced: “The domain registration will not renew once it has reached the end of its current registration.” This domain had been initially registered under this account back on 5/21/Due to that, it went through a month renewal cycle annually, which occurred on the 21st, of every MayWhen this account was canceled on 3/6/17, the domain was left registered in your name until the end of its most recent registration, which will expire on 5/21/This account is not active, you will not be billed or invoiced for any of these canceled services, you simply received an automated email informing you that the domain you previously utilized, is about to expireAs referenced above, this email confirms that you will no longer be invoiced for any services under this canceled accountPlease contact us here in the Solutions Team if you require any additional assistanceWe can be reached by phone at: ###-###-####, or via email to: [email protected] 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 the billing of your accountRegarding the voicemail that I left, the ownership of this account had never been changed to that of another person, which is why you received the notificationsPer your request, we have canceled this account which included the domain names: [redacted] .***, and [redacted] .***, and we are waiving the balance of $That being said, moving forward you will no longer be billed or invoiced for this canceled serviceOnce 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 claims to active servicesRegarding this particular matter and the voicemail that I left you today (11/3/16), what you are explaining here sounds like fraudulent activity against you, in the way that your credit card/personal information had been compromisedWe have seen similar situations such as this with our company, along with many othersThrough the credit card/personal information being obtained elsewhere by a hacker or whoever/however it may have been, online orders and accounts are then placed with 1&1, [redacted] , [redacted] ***, etcAfter investigating this issue further, we have deemed this account as fraudulent, and have issued an immediate cancellationAlong with that, we are waiving the balance of $44.97, and you will not be contacted regarding this againMoving forward, there will be no further problems in reference to you being billed or invoiced by 1&Internet Incsince this account has been canceled due to its fraudulent natureOnce more, we apologize for any inconvenience that has been caused hereThank 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 this account Regarding the voicemail that I left you today (5/17/16), this email confirms that your account had already been canceled on 4/20/16, however, the invoice in the amount of $was generated on 4/15/In order to assist you further with this, we are waiving the $balance Moving forward, you will no longer be billed or invoiced for this canceled serviceOnce more, we apologize for any inconvenience that has been caused here Thank you David M [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 as Answered] Complaint: [redacted] I am rejecting this response because: Till now no money credited to my accountThey had promise the money will be credited in 3-business days, till now nothing happened.Regards, [redacted]

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 $33.94, that you have with either [redacted] or 1&Internet Along with that, the domain name: myweb-page.com will remain active under your name, free of charge up until 9/8/At that time, the domain name will renew for another month term, at the full price of $If you do not want to renew this domain for another year on that date, please contact us here in the Solutions Team via email at: [email protected], prior to the renewal date so that a cancellation can be processed Once more, we apologize for any inconvenience that has been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com / [redacted] Style Definitions */

[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 meThis is what I have been saying for more then a month, I said I don't wish to continue unless I can pay per month not per year since I am low on money.But I don't understand why there was any claim of a outstanding payment from your end if I said I don't wish to continue as soon as trial was over, you would think the support team would remove any charge right away since I told them as soon as it was over I don't wish to continueThe delay was due to me having trouble closing and cancel webpackage and forward domain somewhere elseAnyway this resolution what you mentioned should be fineBut I also don't understand why does the entire account have to be terminated if I did not purchase the web plan, and did not authorize any payment since I did not ask to continueBut your resolution is fine that I finish the term I paid for for my domain along with a little extra time as you mentionedI would prefer account not be terminated though Regards, [redacted] ***

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the billing under this account When making a payment via wire transfer, regardless of being provided with the transaction number, it can take 2-weeks for the payment to be physically received by our Accounting Team, and then allocated to the account associated with itTypically, wire transfers are only a last resort for payment, as our billing system is set up for debits against credit/debit cards or [redacted] accounts The wire transfer option is available if those other forms of payment are not an option, however, it is not generally accepted as a permanent payment method due to how long it takes to be processed in full Currently, your services have been restored, as the previous balance of $is being marked as having been resolvedAt this time, you have complete access to all domain names under your account That being said, we can assist you with canceling any unwanted featuresRegarding the Basic Windows hosting package that is still active within your account, it contains the following domain names: [redacted] .biz, [redacted] .co, [redacted] .com, [redacted] .info, [redacted] .net, and [redacted] .orgPlease contact me via email to: [email protected], and I will cancel this hosting package and these domains if they are no longer required, or, per your request, we can cancel the hosting and keep the domains active under that contract if you wish to keep them Regarding our billing cycle and processes, we send domain renewal notifications at 60, 45, and days preceding the domain renewal(s), in order to provide you with ample time to cancel, or turn off the auto-renewal, for any domain name(s) that you are no longer interested inOur records indicate that since the inception of this account on 1/28/12, we have waived and or refunded you for invoices, all of which equals a total of $This total is more than the amount of money we have actually received for payments during the life of this account Moving forward, any domain names that renew and are invoiced without having first been canceled or having the auto-renewal feature turned off, will be considered as valid chargesHowever, as a courtesy, we will process a refund or waive a balance associated with any domain names that are canceled up to days after their physical renewal date Please feel free to contact me here in the Solutions Team via email at: [email protected], so that I can provide you with any additional assistance that you may require 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 hereFor the records of this Revdex.com Complaint, please see below for a copy of the email that I had sent to you earlier today (11/30/16), regarding our attempt to resolve this case Dear [redacted] (Customer ID: [redacted] ), Thank you for contacting usI sincerely apologize for any inconvenience that has been caused hereI attempted to call you and leave a voicemail regarding this unfortunate situation, however, I was cut offPlease allow me to explain what has happened, and what we are doing to resolve this matter for youThe previous hosting package that you had, included free domain registration on an annual basis, for the lifetime of that particular contractAt this time, all new hosting packages only include domain registration for the first months, and afterwards the domain in question is then charged annually for its renewalThis information is available within the ordering section of our website at 1and1.comI apologize if this information was not properly provided to you, and we have forward a case to our Quality Assurance Team to reaffirm this process with our Customer Service Agents for future referenceCurrently, we are experiencing a system bug that caused you to be billed for another months of the domain name: bestestimate.com, when you were invoiced for the month term under your new Unlimited Hosting packagePlease note, that the annual renewal date of this domain is in fact 12/25/16, as it had been originally created on 12/25/1999, and would not change unless it is canceled, and then purchased again at a later dateThis renewal date can also be found within the WhoIs database that is provided by ICANN Associated with that system bug, is also an issue which shows the Unlimited package as being under a month term within the Product Line of your invoice, however, you will notice that the Basic Fee shown indicates that the charge of $($per month promotion) does in fact cover the month time frame of 11/21/- 11/21/I can assure you, that you would not be subject to another invoice for your hosting package until 11/21/ That being said, our records indicate that you had been charged in the amount of $on 11/25/16, which was for the month hosting ($143.64), and the domain name error ($11.17)The $charge was then refunded from our side on 11/28/Due to the inconvenience that has occurred here, we are refunding you the additional charge of $143.64, and applying credits to your account to cover the annual domain renewal through This means that your current hosting package will be covered free of charge up until 11/21/19, and the domain registration will be covered up until 12/25/ Please allow 3-business days for this refund to be receivedIt is my sincerest hope, that the actions being taken here today, help alleviate any frustration and anguish that may have been caused by thisIf you have any further questions please do not hesitate to contact usOnce more, we apologize for any inconvenience that has been caused hereThank youSincerely, David M [redacted] Solutions Manager 1&Internet Inc Thank you David M [redacted] Customer Care 1&Internet Inchttp://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 meI have confirmed that the funds have been posted to my account Regards, [redacted]

Dear [redacted] *** (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your accountUnfortunately, we do not have the ability to process checks as a form of payment, nor as a refund to be provided to a customerI understand that you do not accept our explanation into the processing time of a refund, and I deeply apologize for the wait, however, that is something that we do not have any control over within the Customer Service departmentsOnce a refund is physically released from our side, it is not uncommon for the associated bank or financial institution to possibly have a holding time in place prior to making the funds available within the account againThat being said, I have submitted your feedback in regards to our processing times, to our System Administrators in order to help facilitate changes that can make our features and services more user friendlyAt this time, you have now been fully refunded for the charge of $142.56, along with receiving the additional refund in the amount of $71.88, for a total refund of $ Moving forward, should you require any additional assistance, please feel free to contact us here in the Solutions Team by email to: [email protected] more, we apologize for any inconvenience that has been caused hereThank 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 the unwanted contact that you have receivedUnfortunately, we cannot control if you had originally registered your domain name publicly, prior to activating the private registration within your 1&Control PanelWith that being the case, we would not have had the ability to keep your personal information from being available online through the WhoIs database, that is regulated by ICANN, until the transition to private registration was made, and the WhoIs database was changed to private, as per the ICANN rules and regulationsYou have the ability to 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 informationPlease see the link below for ICANN’s contact information: https://forms.icann.org/en/contact Aside from that, you did not pay 1&Internet Incextra money to have your domain name registered privately, as we offer free private registration to all of our customersThe only payment that you have made to us was in the amount of $1.17, which was for the month registration of the domain name: [redacted] .comRegarding the credit invoice of $that you received, as previously referenced in my initial response through this complaint, I issued you a refund of that invoice, along with an additional $refund, due to the inconvenience that has been caused, by an issue that is uncontrollable from our sidePlease allow 3-business days from the date of 1/25/17, for both refunds to be receivedOnce 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

From: [redacted] < [redacted] @***.com>Date: Fri, Sep 18, at 5:PMSubject: Please update compliant to Satisfied # [redacted] .To: [email protected],I am writing to request a closed complaint be updated from "dissatisfied" to "satisfied" I've been working with the company and they have found a resolution that works for both of us Let me know if you need any additional info.Thank you!Sincerely, [redacted] ###-###-####

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with your account In order to assist you with this unfortunate situation, we are pulling and waiving the overall balance of $from our Collections Team [redacted] will remove you from any list that they have, and this will not, and has not, affected your creditNo more money will be owed on this account, and you will no longer be required to contact [redacted] or 1&Internet regarding this matterThis means that there are no longer any locks on your account that will keep you from transferring the domain names To transfer the domains, you will just simply need to contact the provider in which you want to move them to, and initiate the transfers from their sideOnce this has started, we will be able to release the domains via a transfer to that other registrarThe process of transferring a domain can last between 3-days, which is a process that we do not have the ability to expedite, as it is ICANN policy that can cause this waiting time For your records, listed below are the authorization codes that you will also need in order to transfer your domains [redacted] .net - authorization code: [redacted] .com - authorization code: [redacted] .com - authorization code: [redacted] .net - authorization code: [redacted] Moving forward, you will no longer be billed or invoiced for these services since this account had 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] , I sincerely apologize for any inconvenience associated with the claims to active services Regarding this particular matter and the voicemail that I left today (12/20/16), what you are explaining here sounds like fraudulent activity against you, in the way that your credit card/personal information had been compromisedWe have seen similar situations such as this with our company, along with many othersThrough the credit card/personal information being obtained elsewhere by a hacker or whoever/however it may have been, online orders and accounts are then placed with 1&1, [redacted] , [redacted] ***, etc Please 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 up After investigating this issue further, we have not been able to find any account associated with your name, or the name of Joseph Wilburn, the street address, or the email address that was providedThis means that whoever has obtained your credit card information is using it within an account under their name, or someone else’s Unfortunately, due to this, the only way that we would be able to find the account associated with the referenced charge of $152.17, is by searching our database with the number of the credit card that received the unauthorized chargeBy doing so, we would be able to track down the charge, and find the account in question If you would like to have us investigate this matter further, please contact us here in the Solutions Team by phone at: ###-###-####, or via email to: [redacted] Once more, we apologize for any inconvenience that has occurred, and hope that we can help alleviate any frustration or anguish that had been caused here Thank you David M [redacted] Customer Care 1&Internet Inc http://www.1and1.com / [redacted] Style Definitions */

[redacted] I sincerely apologize for any inconvenience associated with the attempted charges in question and claims to active services Regarding this particular matter and the voicemail that I left you today (10/19/16), what you are explaining here sounds like fraudulent activity against you, in the way that your credit card/personal information had been compromisedWe have seen similar situations such as this with our company, along with many othersThrough the credit card/personal information being obtained elsewhere by a hacker or whoever/however it may have been, online orders and accounts are then placed with 1&1, [redacted] *** After looking over the Case History from earlier today, I see that after you had contacted us our Security Team deemed this account as being fraudulent, and has issued an immediate cancellationAlong with that, we are pulling and waiving the balance of $from our Collections Team, and you will not be contacted regarding this againFor your records, this has not, and will not affect your credit Moving forward, there will be no further problems in reference to you being billed or invoiced by 1&Internet Incsince this account has been canceled due to its fraudulent nature 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