& Internet

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with this accountPlease understand that this unfortunate situation was not intentional, as we inform all customers that our services automatically renew by defaultOur records indicate that you had not contacted us by phone or via email prior to filing this complaintPlease 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 service, as they can then contact us to cancel, and either have the balance associated with the invoice cleared, or be refunded if the charge has already been debited Regarding the charge for the [redacted] version, emails we sent to you on 10/12/16, and 12/15/informing you that if you did not upgrade the [redacted] version within your account, a quarterly bill in the amount of $would be charged for the upkeep of a feature that is no longer supported by our system within the hosting package that you hadIn order to assist you, since you no longer require our services, we are canceling your account, as well as refunding the charge of $that was recently debitedPlease allow 3-business days for the refund to be processed to the credit card ending in “***”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 hereThank youDavid M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience that has occurred here, and please understand that this unfortunate situation was not intentionally causedOur records indicate that all services within this account have been canceled, and we are currently in the process of refunding you in the amount of $for the List Local featurePlease allow 3-business days for this refund to be receivedThis particular feature was part of a Day Money back guarantee, which is why you had been invoiced for it along with the MyWebsite hosting package, when you initially signed upMoving forward, if you require any additional assistance, please feel free to contact us here in the Solutions Team 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

[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] ***

[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 Unfortunately, it took, as promised, 7-days for them to get back money it took them an instant to take away that they had no right to take in the first place While I accept this response, I will move my business away from this terrible company and will advise everyone I know to avoid them They have earned every single 1-star rating they have on the web With the large number of dissatisfied people who have rejected their responses, I have no idea how they keep an "A" rating on the Revdex.com website Regards, [redacted] ***

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with this account Regarding this particular matter and the voicemail that I left today (1/4/17), please allow me to properly explain what had occurred here There is a new ICANN security policy, in which new domain activations, or domains that have had a recent change made to them must have a “Reg-C Verification” confirmedThis is a process when a notification is sent to the email address associated with the domain(s) that has had the recent changes made, and the owner must confirm that they own the domain(s), and have received the emailIf this notification is not confirmed by the owner within a certain timeframe, ICANN will lock the domain(s)Our records indicate that this account with the domain name: [redacted] had been ordered on 10/18/That same day, you received an email which informed you that your email address must be confirmed, and that if it was not confirmed within days, due to ICANN regulations, the domain name would be disabledShortly after, you confirmed your email address that was associated with the order, and your domain was successfully registered Afterwards, on 10/25/16, there was an update associated with the domain, whether it was setting its DNS, editing the contact info, or any other number of thingsDue to this, you received an email stating that you had to once again confirm the email address associated with the domain name of: [redacted] In this particular email, it was stated that ICANN was providing you with days to confirm, or the domain would be disabledOn 11/1/16, notifications were sent as final reminders to follow through with the required process in order to avoid the domain being disabledUnfortunately, this confirmation was not made, and on 11/2/16, 1&Internet Incwas required by ICANN to take down the domain The case history under your account shows no attempted email or phone call contact made to us, during the period of time that your domain was disabledOur Customer Care agents would have been more than happy to assist you with this unfortunate matter, if it had been brought to their attention As of yesterday (1/3/17), the domain: [redacted] is once again activeIf we process your cancellation request, your domain could be subject to a 60-day deletion/Redemption Period process, before being able to be registered through another providerDue to this, if you no longer wish to have this domain registered with 1&1, I would suggest transferring the domain away to another provider To transfer it, you will just simply need to contact the provider in which you want to move it to, and initiate the transfer from their sideOnce this has started, we will be able to release the domain 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 timePlease note, that any emails or other information associated with the domain will need to be backed up on your side so that they remain available to you after any transfer takes place For your records, listed below is the authorization code that you will also need in order to transfer your domain name [redacted] - authorization code: [redacted] If you end up requiring additional assistance with transferring your domain away, please contact our Tech Team by phone at: ###-###-#### That being said, we are also refunding the initial charge of $that was for the 2016-registrationPlease allow 3-business days for this refund to be processed Please feel free to contact us here in the Solutions Team for further assistance via email to: [redacted] 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

[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]

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience that has occurred with the invoice which had generated for your domain order Unfortunately, we are currently experiencing a “Billing Bug” in our system, that is affecting a certain number of new domain orders to customers, by not applying the correct promotional rate to the invoice that generates for the domain order placedOur System Administrators are working on having this matter resolved as soon as possibleDue to this inconvenience, we have cleared the balance of $so that your first year of registration is covered free of charge My records indicate that one of my colleagues here within our Domain Administration Team has already reached out to you regarding this issueFor the records of this complaint, the domain name: [redacted] .com has already been successfully restored into your accountThat being said, please 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 was set to public registration, instead of privateThis matter can be easily resolved by changing the domain contact information within the Control Panel of your account, or with the assistance of our Tech Team agents over the phone per your request Regarding the transfer of this domain, there is an initial day ICANN regulated domain registration period that needs to pass before any transfer to another provider can be processedIn this case, the first available date that you could initiate the domain transfer would be on 12/30/ Once we have reached this date, please contact us via email to: ***@1and1.com, so that we can make sure there is no longer a domain transfer lock on the account, and provide you with your domain authorization code (also available within your Control Panel), so you can move it to a new registrarOnce the domain transfer is complete, per your request we will immediately cancel this account Moving forward, there will be no other invoices generated during this waiting period, as this domain is the only billable feature, and is currently covered free of charge up until 10/31/ With that matter having been covered, I also apologize for any lack of contact while trying to reach Sebastian G [redacted] He is in fact the Head of Customer Service, however, the email that you received was an automated one, and any responses to them go into a general work pool that are then handled by specialized agentsHe unfortunately does not have any direct contact information which is availableSince you had not received a timely response, 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 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 this particular matter, I see that a supervisor within the MyWebsite Team has informed you that this issue has been escalated to our System AdministratorsThey are working on finding a resolution to the problem you are experiencing through your service as soon as possibleI have also made sure to update the ticket that was submitted to our administrators, so that they know this needs to be expedited if at all possible since you have filed this complaintAs you have already been advised, our agents on the MyWebsite Team will keep you updated on any new developments as they are made available Due to this inconvenience, I am issuing free months of hosting to your MyWebsite ContractWith those free months being applied on top of the refund issued for invoice # [redacted] , the hosting portion of Contract ID # [redacted] will be covered free of charge up until 4/12/ 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] (Account Holder - [redacted] /Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with the cancellation of this account, and the balance being sent to collections Regarding this matter, for the security of our customers we do not cancel accounts via email This is done to ensure that a Non-Account Holder cannot maliciously cancel services that do not belong to themIn order to assist you with this issue, we are canceling all services, and removing this account from collections [redacted] will remove you from any list that they have, and this will not, and has not, affected your credit As well, we are wiping clean the outstanding balance 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& Internet regarding this unfortunate situation Moving forward, you will no longer be billed or invoiced for any services, since this account has been completely 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 your accountRegarding our conversation from earlier today (7/7/16), this confirms that we are waiving the overall balance due, processing the refund of $44.97, and per your request, we are also canceling all domain names under this accountPlease allow 3-business days for this refund to be receivedMoving forward, you will no longer be billed or invoiced for any of these canceled servicesOnce 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] ), On behalf of 1&Internet, I would like to sincerely apologize for any inconvenience that has been caused herePlease understand that this unfortunate situation was not caused intentionallyRegarding the voicemail that I left today (4/12/17), we are in the process of reactivating the domain names: [redacted] .com, and [redacted] .com, free of charge, and we have already moved the domain: [redacted] .net into Contract ID # [redacted] This contract was empty, but still active within your account, so it will also house the other domains once they have been restoredI will be contacting you again once all of these domains are under the same contract, to provide you with the Authorization Codes required to transfer them to another registrarIn reference to the domains in question being listed online for $each, this is an action that is processed by ICANN, during the expiration of a domain name, that they feel has selling potentialWe have no control over this at 1&Internet, but usually have the ability to request that the domain is released from the sale/auction, and restored to the previous owner’s name, such as in your caseAlong with that, we are refunding invoice # [redacted] ($15.17), in order to cover the registration cost of: [redacted] .com through [redacted] Please allow 3-business days for this refund to be receivedIf any additional assistance is required, please feel free to contact us here in the Solutions Team by phone at: ###-###-####, 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 transfer of the domain name: [redacted] .com In regard to the voicemail I left the other day, and our email correspondence, I can confirm that the domain name: [redacted] .com has been removed from the incorrect account, and has now been successfully transferred into the account of [redacted] under Customer ID # [redacted] Please feel free to contact us here in the Solutions Team by phone at: ###-###-####, or via email at: [email protected] should you require any additional assistance 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 transfer of domains Our records indicate that when you contacted our Cancellation Team to cancel your account, you declined keeping the names: [redacted] , and [redacted] , so they along with the account were closed downUnfortunately, any domain names that are canceled outright cannot just simply be transferred to another provider That being said, please allow me to explain the processes and policies that [redacted] has set in place in reference to the immediate cancellation of domain names Once a domain name has been completely canceled off of an account, there is a small window of time in which to reactivate it, should you decide to keep the canceled domain(s)This reactivation can only occur through the original registrar (1&Internet)After this period, [redacted] passes the canceled domain(s) off to an auction company called [redacted] , to evaluate any potential auctioning value they feel it may haveThis process lasts days, if it is decided that money can be made from auctioning it off, it does not go back up for public sale, if they do not want to auction it, then they put the domain into a day Redemption periodWhat this means, is that the original owner of the said domain, can repurchase it through the prior company it was registered with, over the course of the next (sometimes 35) days Only after this process, if the original owner has not purchased it again, than the domain is released once more for public sale In this particular case, if the domains are passed over by [redacted] , you will then have optionsEither request for them to be reactivated within the mentioned Redemption period with 1&Internet, and then transfer them away to another provider, or, wait until they are open to the public again and purchase the domains elsewhere I understand that this may not be the kind of information you wanted to receive, however, we have no authority over [redacted] and their processes and policies, as they are the over governing power of all domains 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 me Regards, [redacted] *

[redacted] , On behalf of 1&Internet, I would like to sincerely apologize for any inconvenience associated with being charged for the PHP Extended Support featurePlease understand that this unfortunate situation was not intentionalThe PHP feature was originally included for free within your Starter hosting packageAt this time, it is now outdated, and is no longer supported by 1&Internet Incunder your hosting packageThere should have been email notifications sent out prior to any invoice(s) being generated, informing you that if the PHP version within your account had not been updated, a quarterly bill would then be charged for the upkeep of a feature that is no longer supported by our systemWe apologize for any potential oversight that had occurred here That being said, our records indicate that your referenced issue occurred last year, it was only associated with invoice that had been charged in the amount of $back on 5/23/16, and the refund of $was then processed on 6/1/ This refund was submitted back to the same [redacted] account that the charge had been debited from, which was: [redacted] In order to assist you further, we will issue an additional refund in the amount of $to the current payment method on file, which is the [redacted] of: [redacted] Please allow 3-business days for a refund of $to be processedYou may receive an email from [redacted] asking you to accept this refund before it is physically processed Moving forward, if you require any additional assistance, please feel free to contact us here in the [redacted] via email to: [email protected] more, we apologize for any inconvenience that has been caused here Thank you David M [redacted]

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 its renewal date Preceding the renewal, email notifications are sent out in order to give the customer ample time to cancel their service if it is no longer requiredIn order to assist you with this unfortunate situation, we are pulling and waiving all balances that are with our Collections Team, so that this account will no longer have any outstanding payments dueRest assured that 1&under no circumstances ever reports collection efforts to any Credit Bureau, meaning that when a balance under your account is sent to our Collections Team, your credit score is not affected1&has issued an immediate cancellation of this account per your requestYou 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

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]

Dear [redacted] (Customer ID # [redacted] ), On behalf of 1&Internet, I would like to sincerely apologize for any inconvenience associated with the claims to active servicesPlease 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 (5/3/17), this email confirms that per your request, this account has been canceled, and the balance of $is being cleared off of the accountThis has not, and will not affect your credit scoreMoving forward, you will no longer be billed or invoiced again under this account, as all services have been canceled 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

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with this accountPlease understand that this unfortunate situation was not intentional Regarding the voicemail that I left you today (3/23/17), it seems there may have been a system error which caused the automated invoices to be generated, for any domain names that had already been set to “Off” under the auto-renewal function of your accountAlong with that, due to a high number of cases being processed by the agents handling the bulk domain cancellation requests, there was a lapse in time between your request being received, and responded toAs referenced in my voicemail, please respond to the email that was sent out earlier this morning about the list of domains submitted for bulk cancellation, and let them know if you wish to have them canceled immediately, or at the end of their current registrationIn the meantime, to assist further we are clearing the balance of $374.75, and once this balance has been removed, a credit of $will be issued to your accountThis credit will be applied towards future invoicesMoving forward, if you require any additional assistance, please feel free to contact us here in the Solutions Team by phone at: ###-###-####, 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 domain charges under your account Regarding this matter, it is a standard practice for an additional year to be billed and added onto the current registration of any domain names that are transferred from a different account, or another provider to 1&InternetI apologize if that was not properly explained or notated at the beginning of initiating the transfers to usAlso, your invoice would typically show the remaining time associated with the domain which had already been paid to the previous registrar as a $charge, and then show you the new charge for the additional year added to itIn this case, it seems that there was an error in the way that the most recent invoice had been processed, and the information that should have been displayed I am very sorry if the service that you had received here 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 invoices that you have been billed for under this accountPlease allow 3-business days for a refund of $to be processed to the credit card ending in “***” 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 */