1 & 1 Internet, Inc

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any inconvenience associated with
your account
As my colleagues here in the Solutions Team had previously
informed you, the domain name: [redacted].com was already reactivated onto this
account back on 8/3/At this time, it is registered in your name up until 7/23/
That being said, nothing further needs to be completed on
our end at this time
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 this account
For the records associated with this complaint, listed below
is a copy of the email that I had sent to you on 2/17/regarding this matter
Dear [redacted] (Customer ID: [redacted]),
Thank you for contacting usThe Caretaker Team has since
looked into your account and can confirm the following:
I sincerely apologize that you have been given conflicting
information from multiple agents that you have dealt with
Personally, I want to do anything I can to assist you with
this matter, and I can assure you that I am providing accurate information to
you, as I have been with this company for over years, and handle all Revdex.com
Complaints, along with escalated cases
Listed below you will see the records for all invoices and
transactions that have been physically processed through the [redacted] of:
[redacted].com, during the life of this account, (Customer ID
#[redacted]), and also Customer ID #[redacted]
Customer ID #[redacted] - domain name: [redacted].com
Invoice #[redacted] - 1/30/- $- Processed
successfully through [redacted] on 2/3/
Invoice #[redacted] - 1/29/- $- Payment attempt
declined through [redacted]
Invoice #[redacted] - 2/2/- $-- This was a credit
invoice that cleared the balance of $associated with the prior declined
payment attempt
As indicated by the above records, you had only paid $
for this account while it was activeA refund cannot be issued against a
payment that was never physically processedTherefore, the credit invoice
cleared the outstanding balance
Customer ID #[redacted] - domain name:
[redacted].com
Invoice #[redacted] - 1/30/- $- Processed
successfully through [redacted] on 2/3/
Invoice #[redacted] - 1/29/- $- Processed
successfully through [redacted] on 2/1/
As indicated by the above records, both of the invoices
generated under this account were paid for.
However, on 2/2/16, we received a payment dispute from [redacted] for the
charge of $that was processed on 2/1/16.
With that dispute having been filed, [redacted] should have refunded you the
$charge. Regardless of whether
they refunded you or not since that is between you and [redacted], in order to assist
you further, I will issue a refund in the amount of $to the [redacted] of:
[redacted].com. Please allow 3-
business days for this refund to be processed
That being said, 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 in. Please
keep that in mind as the domain name: [redacted].com is still active under
Customer ID #[redacted]. If you would
like to cancel this domain/account as well, please respond to this email
confirming that request. If you want it
to remain active, no further action is required at this time, and you will
receive the referenced domain renewal notifications once it gets closer to its
renewal date of 1/28/
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
Sincerely,
David M[redacted]
Solutions Expert
Caretaker Team
1&Internet Inc
As previously stated, we have acknowledged that a payment in
the amount of $was in fact debited on 2/1/16, however, it was for the
renewal of the domain name: [redacted].com, under Customer ID #[redacted],
which is still activeThis payment was not processed for the domain renewal
of: [redacted].com
We are already in the process of refunding you for that
$charge that you disputed through [redacted], as a courtesyDue to this,
there is nothing further that can be provided at this time
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 this account
For the records associated with this complaint, listed below
is a copy of the email that I had sent to you on 2/19/regarding this matter.
Dear [redacted] (Customer ID: [redacted]),
Thank you for contacting us
I sincerely apologize for any inconvenience that has
occurred here
In regard to the voicemail I left, this email confirms that
we have pulled and waived the balance due from collections. You will no longer be required to make this
payment in order to reactivate the domain names: [redacted].com and
[redacted].com. However, due to the
current status of the domain names being in the Redemption Period, there is no
physical way to transfer them to another provider, until they are first
redeemed in your name through 1&Internet Inc. In order to do this, we must open a new
contract under this canceled account, for the domains to then be reactivated
under. Due to the billing issue that had
occurred under this account before the cancellation took place, we would need
to update the payment method on file in order to physically process the
reactivation. I understand that you may
be hesitant about this, however, it is a system limitation that I cannot
bypass. I can assure you though, and it
is now documented within this email, that we would not be charging you for any
of these services, as I will apply a credit to the new contract, if it is
opened, so that the 2016-registration/reactivation fees are covered free
of charge. Once the domain names would
be reactivated, you could then begin the process of transferring them to the
provider of your choice
Please feel free to contact me for further assistance so
that we can get this matter resolved as soon as possible. I can be reached via email at:
[email protected], or over the phone at this number: ###-###-####.
Once more, we apologize for any inconvenience that has been
caused here
Thank you
Sincerely,
David M[redacted]
Solutions Manager
1&Internet Inc
After having received an email response from you in
reference to the above email, and my follow up to that, you and I are currently
corresponding to make sure that everything is processed correctlyPlease
continue to contact me so that I can resolve this matter for you as soon as possible
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 this account, and the balance being sent to
collections
According to our records, the last invoice associated with Contract ID #[redacted], with the
domain name: [redacted].com, had generated on 11/22/A copy of this invoice was sent to
the contact email address listed on file which is: [redacted].comThe Auto-Renewal
feature for this particular contract was not set to "Off", until 12/14/15,
which means it would have been set to expire at the end of that current
month term on 11/21/No payment was processed, as the attempt
to debit the credit card on file had declined, since the card was expiring at
the end of that monthAfter multiple "declined payment" notifications were
sent via email over the following months, the balance of $ 359.88, plus an
$late fee, were eventually handed to our collections team at FMA
Alliance
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 $ 378.83, that you have with
either FMA or 1&Internet
Regarding Contract ID #[redacted] with the
domain name: [redacted].org, that you claim to have not ordered, our records show that it was
added to this account on 4/12/On this date, a call was placed to us
concerning an online issue with attempting to add the Unlimited Hosting
package, and it was then added to this account by the agent handling that
particular caseAs you can see by the above listed information, the balance
that was sent to [redacted] is not associated with this contractThe Auto-Renewal feature for this contract
was also set to "Off" on 12/14/
That being said, I have set an immediate
cancellation for both of these contracts under your accountAs mentioned, the
outstanding balance of $ is being pulled and waived from
[redacted]Moving forward, you will no longer be billed or invoiced for any
of these canceled 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

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with your account. In order to assist you with this unfortunate situation, I am refunding you the charge of $119.88 that had been processed, and per your request, we are in the process of...

downgrading both contracts within your account to a monthly billing cycle.  Please allow 3-5 business days for the refund to be processed. You will be contacted shortly once these change have been applied to 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
At this time, there are no locks or restrictions on your
account which would keep you from transferring your domain names away, you just
simply need to contact the provider in which you want to move them to, and
initiate the transfers from their sideAfterwards, we will be able to release
the domains via a transfer to that other registrarThe process of transferring
a domain can last between 3-daysUnfortunately, we do not have the ability
to expedite this process, as it is ICANN policy that can cause this waiting
time
Per your request, we are waiving the most recent invoice (#[redacted]) in the amount of $Aside from that, we have
also issued free months of service to the hosting portions of your account
that are still activeThis will provide you with plenty of time to transfer
your domains without being charged for unwanted hosting feesShould you decide
to keep the domain names registered here, we can assist you with downgrading
the unwanted hosting packages once the balance of $is cleared off of your
accountHowever, the system may still require the payment method to be updated
at that time, but you wouldn't have to worry about unwanted hosting charges due
to the free units that I have applied
Moving forward, please feel free to contact me for further
assistance through the email address of: [email protected],
and I will be more than happy to help you in any other way that I can
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 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 account. Since the payment for the first and only invoice was not successfully processed, the account was terminated by our Security Team. Notifications 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 9/14/16.  The email from 9/4/16 even stated that if the balance was not resolved, the account would be permanently deleted. Due to this termination, the domain name: [redacted].com went into what is called a Redemption Period. That 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 account. In 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 charge. You will be contacted shortly once the domain has been completely reactivated. Moving forward, should you require any additional assistance, please feel free to contact us here in the Solutions Team by 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 your account. Unfortunately, we do not have the ability to process checks as a form of payment, nor as a refund to be provided to a customer. I 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 departments. Once 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 again. That 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 friendly. At 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 $214.44.                                                                                                               Moving forward, should you require any additional assistance, please feel free to contact us here in the Solutions Team by 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 the claims to active services, and receiving a declined payment notification. Please understand that we can certainly sympathize with you, in knowing that this is an upsetting, and unfortunate...

situation. We 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 websites. It 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. Regarding this particular matter and the voicemail that I left today (2/28/17), we have deemed this account as fraudulent, issued an immediate cancellation, and are in the process of clearing the outstanding balance of $ 117.67. This email states for your records, that this has not, and will not affect your credit score. Moving forward, there will be no further charge attempts, or outstanding balances due, as this account has been canceled due to its fraudulent nature.   Once more, we apologize for any inconvenience that has occurred, and hope that this helps alleviate any frustration or anguish that has been caused 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 the claims to active services, and receiving a declined payment notification. Please understand that we can certainly sympathize with you, in...

knowing that this is an upsetting, and unfortunate situation. We 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 websites. It 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.Regarding our conversation today (4/19/17), we have deemed this account as fraudulent, issued the immediate cancellation, and are in the process of pulling and clearing the outstanding balance of $138.83 from our Collections Team. This email states for your records, that this has not, and will not affect your credit score. As well, you will not be held responsible for anything associated with this fraudulent account. Moving forward, there will be no further charge attempts, or outstanding balances due, since this account has been canceled due to its fraudulent nature.   Once more, we apologize for any inconvenience that has occurred, and hope that this helps alleviate any frustration or anguish that has been caused here. Thank you. David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

From: [redacted] <[redacted].com>Date: Fri, Sep 18, 2015 at 5:20 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 that has occurred here, and please understand that this unfortunate situation was not intentionally caused. Our 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 $119.88 for the List Local feature. Please allow 3-5 business days for this refund to be received. This particular feature was part of a 30 Day Money back guarantee, which is why you had been invoiced for it along with the MyWebsite hosting package, when you initially signed up. Moving 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]. 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 the billing attempts of this seemingly fraudulent account. In regard to this particular matter, we are completely waiving the outstanding balance of $ 116.85.  No more money will be owed...

on this account, and you will no longer be held responsible for any future payments, as this account has been canceled.  Once more, we apologize for any inconvenience that has been caused here. Thank you. David M[redacted]Customer Care1&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.  I would also like to mention, being a business person myself, I would never allow someone to start an account with two different billing addresses, under two different parties.  Crooked, and a very reckless business practice. After 
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with your account
Unfortunately, as previously
indicated by members of
our Domain Administration Team that handle these
particular matters, the auto-renewal options for the domain names: [redacted].com
and [redacted].com were turned off in prior to their physical renewal
datesThe billing dates/invoices were associated with when the domains were
transferred to us, transferred between accounts, or if you previously turned
the renewal off and had it turned back onThe billing cycle for the domains
was from October to October 2016, however, the domains were not up for
renewal until NovemberDue to this, since the auto-renewal option had been
turned off by you or someone with access to your account's Control Panel, they were not able to be renewed for the
following year and were cancelled when they reached their expiration dates
To avoid these types of situations, we send out domain renewal/expiration
notifications prior to their set dateIn this case, the latest notifications
that had been sent to the contact email on file of: [redacted].com were on 11/4/and 11/5/
These emails contained information regarding the upcoming expiration dates that
were approaching later that month, and explained how to turn the automatic
renewals back on in order to avoid their expirationsWith no changes then
having been made, the domains in question expired, which led to someone else
purchasing: [redacted].com on 1/31/16, and the domain: [redacted].com
currently being available for purchase through any provider
In order to assist you further, we are refunding you both
$invoices that had been charged prior to the expirations in 2015, and are
offering to provide free year of registration for [redacted].com, along
with any other domain name of your choice should you acceptPlease allow 3-
business days for this refund to be received to the [redacted] account associated
with: [redacted].[redacted]
Please feel free to contact us for further assistance via
email at: [email protected]
Once more, we apologize for any inconvenience that has been caused here
Thank you
David M[redacted]
Customer Care
1&Internet Inc
http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience associated with your account. Our records indicate that you have recently come to an agreement with my colleague Pat here in the Solutions Team. As he had referenced, the initial issue that you experienced...

with the hosting package only being set up, and billed for a 12 month term as opposed to the 36 month term that you wanted was due to a system bug. As Pat already mentioned, we have refunded the $47.88 invoice, which was returned to the credit card on file as of 6/24/16. Currently, the domain name: [redacted].com is now registered with us, so once the system bug has been resolved by the date of 6/30/16, we will be able to order you the correct Unlimited hosting package at the 36 month term, and transfer that domain over to it. Once this has been processed, we will make sure that the invoice is adjusted to the promised 36 month rate, then cancel the unwanted 12 month term package. Once more, we apologize for any inconvenience that has been caused here, and appreciate your patience while working towards this resolution. 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.  Thank you
Regards,
[redacted]

[redacted] [redacted] On behalf of 1&1 Internet, I would like to sincerely apologize for any inconvenience associated with your account.   Regarding our conversation yesterday (6/28/17), this confirms that we have canceled your account, along with clearing the...

outstanding balance.   Moving forward, you will no longer be billed or invoiced for this canceled service. 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

[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 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