& Internet

Dear [redacted] (Customer ID # [redacted] ), I sincerely apologize for any inconvenience associated with this account, and the balance being sent to collections Our records indicate that this account had been set up on 3/10/16, and was then physically charged on 3/16/in the amount of $19.98, which would have been for the initial set up, plus first month of service under the Virtual Private Server that you orderedWithout contacting us, you then disputed the $charge, on that same day (3/16/16)Due to this, you did not have access to the VPS, as your account was immediately locked downBy disputing this charge, you would have been refunded by PayPal, as the initial payment was taken away from usThis then caused the balance of $to remain under the account, and eventually incur an $late fee That being said, we have no record of being contacted by you under this account via email or over the phone until yesterday (9/6/16)During your conversation with an agent, they had informed you that the account had been canceled due to lack of payment, since the first payment had been disputed, and sat unresolved for an extended amount of time In order to assist you, we are pulling and waiving the balance of $from our Collections Team [redacted] will remove you from any list that they have, and this has not, and will not affect your credit Moving forward, you will no longer be contacted regarding making any further payment under this canceled account 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 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 possible My records indicate that one of my colleagues here in the Solutions Team has already reached out to you regarding this issueFor the records of this complaint, listed below is one of the comprehensive emails sent to you by them, regarding your options to keep the domain name at this time or to cancel the account Dear [redacted] (Customer ID: [redacted] ), Thank you for contacting us I apologize for any inconvenience caused in this matter It appears there was an error with the initial invoice and the regular registration rate was applied for [redacted] .com I have issued a refund for the $charge in full Please allow 3-days for the refund to post to your payment method It should not take that long to receive the refund but if you do not receive it within that time please advise in reply If you do not wish to retain [redacted] .com we can, with your permission in reply, set the entire account and the domain to cancel immediately You would have the option to maintain the domain for days from the initial registration date, 10/30/15, then transfer it to a new registrar to maintain ownership of the domain However if you would prefer immediate cancellation please advise in reply and we will proceed with the immediate cancellation of your account Thank you for your patience in this matter and again I apologize for any inconvenience caused If you have any further questions please do not hesitate to contact us Sincerely, John K [redacted] Solutions Manager 1&Internet Inc That being said, your refund of $had been processed back to your credit card on 11/20/ After researching all previous correspondence, I see that you had informed my colleague that you would be waiting until the initial day ICANN regulated domain registration period has passed on 12/30/15, in order to transfer the domain: [redacted] .com to another providerPlease contact us via email to: [email protected] at that time, 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, we will immediately cancel this account, and all information associated with it 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 10/30/ Once more, we apologize for any inconvenience that has been caused here, and are working very hard to resolve this matter 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 According to our records, this account along with the domain name: [redacted] .com had been canceled due to an outstanding balance associated with the initial invoice that had generated under the accountSince the payment for the first and only invoice was not successfully processed, the account was terminated by our Security TeamNotifications regarding the declined payment had been sent out to the email address of: [redacted] @***.com on 8/9/16, 8/24/16, and 9/4/16, prior to the cancellation which occurred on 9/14/ The email from 9/4/even stated that if the balance was not resolved, the account would be permanently deletedDue to this termination, the domain name: [redacted] .com went into what is called a Redemption PeriodThat being said, at this time I see that you have set up a new account under Customer ID # [redacted] , and our Domain Administration Team is currently working on having the domain name: [redacted] .com reactivated within that accountIn order to assist you further, I have applied a credit to that new account that will cover the first year of re-registration free of chargeYou will be contacted shortly once the domain has been completely reactivatedMoving 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 youDavid M [redacted] Customer Care 1&Internet Inchttp://www.1and1.com

Dear [redacted] , I sincerely apologize for any inconvenience associated with the notices that you have received For the records of this complaint, listed below is the email that I had sent you earlier this morningWe currently have our Security/Fraud Team investigating this case and they will be in contact with you shortly to provide more information and assist you furtherAs I had previously mentioned, no outstanding balance sent to our Collections Team would show up on your credit report, and negatively affect your credit scoreRegardless of that, we have waived the referenced balance of $ Dear [redacted] , Thank you for contacting usThe Caretaker Team has since looked into your account and can confirm the following: I sincerely apologize for any inconvenience associated with this unfortunate situation Regarding this particular matter, what you are explaining here sounds like fraudulent activity against you, in the way that your credit card/personal information had been compromised I have seen similar situations such as this with our company, along with many others Through 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 Here at 1&Internet Inc., we are a web hosting provider, as well as a domain name registrar In order to assist you, we are waiving the balance of $83.88, so that no declined payments are sent to our Collections Team This will provide us with ample time to investigate the matter further through our Security/Fraud Team Let the record show, that if any balance had been sent to our Collections Team, it would not physically affect your credit score We have submitted an escalated case to our Security/fraud Team so that they can look into this issue, and contact you for further assistance They can also be reached by phone at: ###-###-####, or via email to: security- [redacted] Please do not hesitate to contact us if any other questions/concerns remain 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 Hours of operation: Mon-Fri from 8AM-4PM EST Working hours: ###-###-#### Off hours: [redacted] Find us on [redacted] at: http:// [redacted] .com/1andFollow us on [redacted] at: http:// [redacted] .com/1and [redacted] Support from: http:// [redacted] .com/1and1help 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 transfer of your domain to another provider Due to the current status of the domain name: [redacted] .info, even though it can be transferred to another provider, the Auth Code is not showing up in your Control PanelFor your records, the Auth Code is: [redacted] As previously mentioned, The WHOIS database already shows the change of your contact email ( [redacted] @ [redacted] com), so you can take the Auth Code, initiate a transfer with GoDaddy, and the transfer request email will reach you at the correct email addressAt this time, the domain is already unlocked and ready for transfer If you need any further assistance regarding transferring this domain name away from 1&Internet, please contact us here in the Solutions Team 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] ), 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 intentionally Regarding our conversation yesterday (4/6/17), even though the feature in question had been canceled, our system automatically generated an invoice since the service was previously activeWe are currently in the process of refunding the $charge to the [redacted] on fileAlong with that, due to the inconvenience that had been caused, we are also refunding you the $charge for the hosting package that will remain active under your accountThis means that your service will be covered, free of charge, up until 2/14/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: [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] I sincerely apologize for any inconvenience associated with your account and the domain name: [redacted] Regarding this matter, I see that you were contacted by one of my colleagues here in the Solutions Team earlier today (9/21/16) via social mediaUnfortunately, just as they had referenced, this domain name is no longer active since it had been canceled back on 7/6/ Our records indicate that the domain: [redacted] had renewed on 7/2/16, and you then contacted us on 7/3/stating that you did not wish to renew the domainAn agent responded to you on 7/6/confirming that the cancellation of the domain had been processed, along with issuing a refund of $for the recent renewalThey also advised you to respond to that email within hours if you changed your mind and wanted to revoke the cancellationSince no further correspondence was received, the domain cancellation was finalized At this time, due to how long it has been since the domain was canceled, it cannot be reactivated or repurchased until it finishes going through the end of [redacted] Redemption ProcessThe domain will be available again shortly for purchase through any and all providers, and it is at that time that you would be able to regain access and ownership of itDue to [redacted] rules and regulations, there is no way around this, and you will have to check the availability of the domain with the provider of your choice until it is confirmed that it can be purchased againOnce 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 In regard to our conversation today (7/18/16), this email confirms that the payment of $that was made in 2015, along with the payment of $that was made to [redacted] , will be completely refunded to youThis means that you will receive a total refund in the amount of $78.91, to the [redacted] account associated with the email address: [redacted] @***.com That being said, moving forward you will no longer be billed or invoiced for any other services, as per your request, this account 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 this accountPlease understand that this unfortunate situation was not intentionalRegarding the voicemail that I left you today (2/14/17), please 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 customerTypically, our system sends out automated email notifications at 60, 45, and days prior to all domain renewals, so that the customer has ample time to cancel any unwanted feature(s)Unfortunately, after researching your account, we were able to find that there was a system error which caused the automated emails not to be sent outDue to this, you were then invoiced for a service that you no longer wanted, and the balance was eventually handed to our Collections TeamPlease note, that any balances handed over to them, do not affect your credit score, as they do not report to any credit bureausIn order to assist you further, we are pulling and waiving the balance of $from our Collections Team, along with processing the cancellation of this accountMoving 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 your accountUnfortunately, I can confirm that a number of customers had recently experienced a “Billing Bug” in our systemIt was affecting customers by generating invoices for domain renewals even if the domain(s) in question had already been canceled, transferred to another provider, or had the renewal status set to “Off”Our records indicate that one of the previous agents you had dealt with has canceled the domain names in question, along with Contract ID # [redacted] per your requestAside from that, we are already in the process of reversing invoice # [redacted] in the amount of $299.80, in order to clear that outstanding balance, as we had never physically debited that payment from youThat being said, moving forward the only active features left under your account are the domain names: [redacted] .com, [redacted] .com, and [redacted] .comThey are set to renew on 10/7/Once 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] ***

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 have unlocked your account This means that the domain names: [redacted] .com, [redacted] .net, and [redacted] .org are active, and back up and runningAlong with that, per your request we have canceled the domain names: [redacted] .org, and [redacted] .org, and are dropping the Chargeback from our sideYou will no longer be required to send in the Chargeback Form, and pay the disputed balance of $That being said, moving forward you will only be invoiced for the annual renewals of the domains: [redacted] .com, [redacted] .net, and [redacted] .orgOnce 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 with your account In regard to the voicemail that I left, our Server Team is experiencing a temporary matter with less staffing than normal, which is causing for a higher call volume, and extended holding timesI have had a Server Team agent look into your particular issue, and they have not been able to find any resource alerts in the back end that would explain an impact on the performance of your VPS ServerThey also do not recommend customers run such trading software on a VPS, as they share memory bandwidth, disk I/O and CPU time with all other customers on the hostThe Server Team feels that stock trading servers should mainly be on their own dedicated hardware or at least on something with dedicated resources, such as a Dynamic Cloud ServerVPS servers are really meant more as an intermediary between shared hosting and a full dedicated server That being said, we are refunding all of the invoices that had been charged while this account was active, for a total amount of $ Please allow 3-business days for this refund to be processed Once more, we apologize for any inconvenience that has been caused here 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]