1 & 1 Internet, Inc

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for the
inconvenience associated with any billing attempt against your credit card
Regarding our
conversation from earlier this morning
(4/12/16), when you first attempted to set up the account, there would have been
a $test charge, which is usually refunded through the bank or financial institution
in question within 24-hoursThe reason for this being that anytime a credit
card is entered into our system, the test charge is applied to: 1) inform our
system there is a valid payment method being offered for any service that may
in fact be activated afterwards, or 2) so that if this is a fraudulent attempt
by someone other than yourself, you will see it within your bank/credit card
records so that it can be remedied quicklyHowever, as mentioned, this initial
$charge, was only a test attempt, and should have been returned to the associated
credit card within 24-hours
During this process, we never physically received any funds,
as we only have the ability to debit a payment method for service once it has
been activated, and an invoice has generated
That being said, the reason that the domain name you tried
to order was never activated had been due to our Security Team blocking it, since
the name on the credit card was different than yours which you provided as the
listed account holder
Per your request, this notification confirms that no service
is being rendered, and moving forward the information that you had provided is
being cleared off of our servers since the initial order attempt was flagged by
our Security Team
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

[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
the transfer of your domain to another provider
At this time, the domain name: [redacted].info is active, and
the Whois contact information has been changed so that any domain transfer
information/authorization will be sent to the email address of: [redacted]comWe have also
applied a credit to your account so that you are not charged for an additional
registration fee prior to the transfer taking place
That being said, there are no locks or restrictions on your
account which would keep you from transferring your domain name away, you just
simply need to contact the provider in which you want to move it to, and initiate
the transfer from their sideAfterwards, we will be able to release the domain
via a transfer to that other registrar
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

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with your account
Aside from the domain transfer that has already been processed, I have issued a
refund of $34.96, which is the total payment that had been received while this
account was activePlease allow 3-business days for this refund to be
received to the credit card ending in "[redacted]"
If you need any further assistance, please contact me via
email to the address of: [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

[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
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

Dear [redacted] (Customer ID # [redacted]),I sincerely apologize for any inconvenience associated with your account. Per your request, this email confirms that all contracts under this account have been canceled, and moving forward, you will no longer be billed or invoiced for any of these canceled...

services. That being said, one of the previous agents that you had dealt with refunded you a $14.99 charge that was processed earlier this morning (6/8/16).  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 here. Thank you. David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

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
TeamThis means that there are no longer any locks on your account that will
keep you from transferring the domain namesAlong with that, I have added
free months of service under this account in order to give you ample time to
back up any files you may have, and successfully transfer your domain names to
another providerThis means that everything will covered free of charge up
until 7/21/Afterwards, the cancellation of any remaining features will be
processed
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].com - authorization
code: [redacted].org -
authorization code: [redacted]
[redacted].com - authorization
code: [redacted]
I am not quite sure what number(s) you had attempted to
contact us through, and I am not aware of any phone issues having occurred,
however, if you end up requiring additional assistance with transferring your
domains away, please contact our Tech Team by phone at: ###-###-####
That being said, due to the referenced phone issues that you
had experienced, I am submitting a case to have one of our Technical Agents
contact you regarding any further support 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

[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. 
Thank you for recognizing and resolving this issue so promptly  
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. 
Regards,
[redacted]

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 morning. We 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 further. As I had previously mentioned, no outstanding balance sent to our Collections Team would show up on your credit report, and negatively affect your credit score. Regardless of that, we have waived the referenced balance of $83.88.   ……………………………………………………………………�...⇄   Dear [redacted],   Thank you for contacting us. The 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&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&1 Internet Inc. http://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/1and1 Follow us on [redacted] at: http://[redacted].com/1and1 [redacted] Support from: http://[redacted].com/1and1help   ……………………………………………………………………�...⇄ Thank you.   David M[redacted] Customer Care 1&1 Internet Inc. http://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], the last collection mail received dated 8/29/2016. 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 future. Thank you for your coordination.
Regards,
[redacted]

Dear [redacted], On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience that has occurred here. We are more than happy to look into this matter for you, however, there was not enough information provided for us to properly research and assist you, as we were not...

able to find an account associated with your name (there are none under “[redacted]”, and over 300 accounts listed as “[redacted]”) or email address. In regard to the problem that you have brought to the attention of the Revdex.com, please send the account/customer ID number, or the original [redacted] name that was registered to [email protected]. Once we have received that information, we can find the account in question, and begin to work on a resolution to this unfortunate situation. Once again, we apologize for any inconvenience that has been caused. Thank you. David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with the charges in question and claims to active services. Regarding this particular matter and the voicemail that I left you today (10/5/16), what you are explaining here sounds like fraudulent...

activity against you, in the way that your credit card/personal information had been compromised. We 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], etc. In order to assist you, we are waiving the balance of $20.94, so that no declined payments are sent to our Collections Team. Moving forward, there will be no further problems in reference to you being billed or invoiced by 1&1 Internet since this account has been canceled due to its fraudulent activity. Once more, we apologize for any inconvenience that has been caused here.  Thank you. David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

Dear [redacted], I sincerely apologize for any inconvenience that has occurred here. We are more than happy to look into this matter for you, however, there was not enough information provided for us to properly research and assist you. We were able to only find 1 account associated with your...

name, however, the charges and case history do not seem to match up with the issue that you have described to us. In regard to the problem that you have brought to the attention of the Revdex.com, please provide us with an Account Number/Customer ID Number, invoice number, email address, or the [redacted] email address that has been getting debited for the referenced charges. Once we have received that info, we can find the account in question, and begin to work on a resolution to this unfortunate situation. Please feel free to contact us further via email to: [email protected] if you need any additional assistance. We apologize for any inconvenience that has been caused here. Thank you. David M[redacted] Customer Care 1&1 Internet Inc. http://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 further address this matter, I can confirm that a number of customers had recently experienced a “Billing Bug” in our system. It 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”. We have assisted you with reversing each domain renewal invoice that you have contacted us about here in 2016, along with applying the account credit as I previously referenced, that will also cover your 2016-2017 domain registration free of charge. We are doing everything that we can to help you with this unfortunate situation. That being said, there are certain procedures/policies set in place, that whether it seems like it or not, are strictly for the security of the customer. I personally cannot change these protocols, however, I will be more than happy to submit your feedback regarding the online cancellations to our System Administrators, in order to help facilitate changes that will make our features and services more user friendly.Once more, we apologize for any inconvenience that has been caused here. Thank you.  David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

Dear [redacted]. (Customer ID # [redacted]), On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with your account. 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 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 required. Along with that, once the services have renewed, an invoice is also sent to inform you of the charge that will occur shortly. This is to make sure that the customer is aware that the account is still active. It also acts as a “red flag” if you will, for customers that may no longer wish to keep their service. Our 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 agents. This cancellation was confirmed for your records by the very same email you referenced within this complaint. That 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 5/21/12. Due to that, it went through a 12 month renewal cycle annually, which occurred on the 21st, of every May. When 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 5/21/17. 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 expire. As referenced above, this email confirms that you will no longer be invoiced for any services under this canceled account. Please contact us here in the Solutions Team if you require any additional assistance. We can be reached 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&1 Internet Inc. http://www.1and1.com

Dear [redacted] (Customer ID: [redacted]), I sincerely apologize for any inconvenience associated with this account, and the balance being sent to our Collections Team. In order to assist you with this matter, we are removing this account from collections. FMA Alliance 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 $36.83, that you have with either FMA or 1&1 Internet Inc. Regarding notifications being sent to you about the issue that had occurred, our records indicate that all emails would have been sent to the address of: [redacted]. Along with that email address, the phone number that was last provided under this account in which we could contact you was: ###-###-####, and it is not currently in service. Since we are a web hosting provider, our main point of contact are emails and phone calls. The emails that we attempted to send were in regard to a declined payment that occurred on 4/21/15. Since the payment was left outstanding for an extended amount of time, the account was eventually canceled on 1/2/16. As a courtesy to help keep our customers from easily losing their domain(s), we renewed the domain name: [redacted] in your name for an additional year on 8/22/15, prior to the account cancellation. Due to the cancellation having occurred, the domain name: [redacted] was not able to be registered in your name for another 12 months on its renewal date of 8/22/16. The status of the domain at this time makes it so that it can only be reactivated by you, through 1&1 Internet Inc., since the domain had expired within our system recently. It is not up for public sale. At this time, the easiest way to reactivate the domain, would be to set up a brand new account, either online at 1and1.com, or over the phone with our Sales Team. Our Sales Team can be reached by phone at: ###-###-####, or via email to: [redacted]. Once the new account has been activated, please feel free to contact me for further assistance via email at: [redacted], and I would then be able to have the domain: [redacted] added free of charge for the next 12 months to the account.  That being said, I will see if our Quality Assurance Team can find and monitor your call, in order to take the appropriate actions with any agents that may have been unprofessional towards you.  Once more, we apologize for any inconvenience that has been caused here.  Thank you. David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com