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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the billing of the *** Extended
Support feature on your account
In regard to this particular matter, the *** feature is
something that had been included for free within your Beginner Hosting package originally
At this time, due to its development having occurred back in 2008, it has been
outdated, and is no longer supported by 1&under your hosting packageYou
should have received an email notification prior to any invoice being generated,
informing you that if you did not upgrade your PHP version within your account,
a quarterly bill in the amount of $would be charged to you, for the upkeep
of a feature that is no longer supported by our systemWe apologize for any
potential oversight that has occurred hereIn order to assist with this issue,
we have waived the $invoice associated with this situation, switched you
to a current PHP version, and are also issuing you free months of hosting for
your Beginner package due to the inconvenienceSince your Beginner package was
set to renew for another months on 8/27/14, it will be covered for free under
the free months issued, up until 11/27/
Once more, we apologize for any inconvenience that has been
caused here
David M***
Customer Care
1&Internet Inc
http://www.1and1.com

I ordered a hosting package and a domain name from this company days ago and have not gotten any type of email with information on what I orderedThe domain name I wanted still says availableThe money was taken out of my bank account alreadyI tried calling the company and was put on hold for too long so I had to hang upThe only other place I was able to get assistance was twitter, but they just keep saying they are looking into itThey don't know how long this will take to get resolved and are refusing to give me a refundI submitted proof that money was taken out of my bank account by the company so I should be getting a refund if they can't provide the service

About five years ago I had to build a website for a class projectI cancelled all services a month laterNow every year for the past five Years they send me a bill for $and every year I have to call866-258-and wait min for a rep to pick up explain the situation to them, have them apologize and waive the fee then wait to start up the cycle again next year

In regard to Complaint ID #***, we are issuing a full refund of the $charge, as per our Day Money Back Guarantee that is associated with the MyWebsite PackageThis refund will be processed to the *** email on file under the account which is: [email protected] customer will receive the *** email referencing this in the next day or
Thank you, and have a great day
*** ***
Solutions Expert
Caretaker Team

Dear *** *** (Customer ID #***),
I sincerely apologize for any
inconvenience that has occurred with this canceled account
In regard to this matter, it seems that at the time you
spoke with an agent in our Billing Department, they had not yet been made aware
of this active “Billing Bug” by our System AdministratorsWith my past
experience in the Billing Department, if there is a known issue that affects
the promotional rate the customer is supposed to receive, we make sure to honor
itHowever, since you closed down the account through our Cancellation Team,
you have since been issued a full refund of the charge that you received, in
the amount of $
That being said, unfortunately, I cannot help what was or
was not said to you by any of the agents you have spoken to in the pastDue to
that, as previously mentioned, we have offered to reactivate these domains for
you, free of charge, in order for you to utilize them while waiting for the
date in which you can transfer them to another provider, (days after the
original registration date)
If you wish to reactivate your domains in order to use them
prior to the day mark being reached, please contact us at: [email protected]
At this time, there is nothing more that can be offered, since
we have already issued you a full refund, and have offered to reactivate the
domains, free of charge
Once more, we apologize for any inconvenience that has been
caused here
David M***
Customer Care
1&Internet Inc
http://www.1and1.com

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience that has been caused here
According to our records, I see that our Retention Team has
revoked the cancellation, in order to give you full access to your
account/database, and everything is active againUnfortunately, your issue was
caused by a system error, as your account should in fact have carried out
completely active until the set cancellation date of 12/18/
Due to this inconvenience, at
your request, we have added an additional free month of service to carry your
account free of charge until 1/18/Moving forward, in order to make sure
that you do not experience another issue by setting a predetermined
cancellation date, please contact us at: [email protected]
once you wish to close down this account, and we will immediately cancel it for
you
Once more, we apologize for any inconvenience that has been
caused here
David M***
Customer Care
1&Internet Inc
http://www.1and1.com

Do not work with this company1&Internet is not a legit companyTheir initial fee was attractive to sign me up and once I paid, I never got the service I purchasedI called them to get customer support and all I got was the round aroundAnnoyed by their lack of customer service, I canceled my service and months later, they debited / STOLE $from my bank accountI placed a dispute with my bank and they submitted to the bank a FORGED agreement that I had extended service and never cancelledNOT TRUE! Three years after cancelling their service, I just received a past due / collections bill for another $--- for what? A service not provided and cancelled years agoI called them upset and demanded a confirmation # for the cancellation and they told me: "It is what it is."
If you, unfortunately, have worked with them and are not satisfied - call your bank and block them from debiting your accountThey will continue to do so

The website process to disable the contract was not made apparent and when I had believed to have been set to stop auto-renewal, it had in fact attempted to charge to an old credit card Once declined, my bill was sold to a collection agency, *** ***, who has begun notification of what I owe to them This has caught me by surprise as the contract was supposed to be disabled by their own website instructions Upon review, the instructions are not clear and seem to contradict itself within places During this time I have not made use of their service or attempted to use their service as their records surely indicate I have attempted to resolve the issue with their customer support and while they are able to now tell me that my account is canceled, they have not been able to assist with the outstanding debt sold to a debt collection agency

Dear *** ***,
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 youIn
regard to the problem that you have brought to the attention of the Revdex.com, please
send the account number or name that is listed as the account holder in reply
Once we have received that info, we can find the account in question, and this
unfortunate situation can be resolved
We apologize for any inconvenience that has been caused
here
Thank you
*** ***
Customer Care
1&Internet Inc.http://www.1and1.com

on 1andmy Customer ID: *** and Contract ID: ***
Registered private domain on 1andto prevent/avoid from spam emails and marketing phone calls
private domain registration mean 1andbond to not disclose my personal information to the anyone except government but instead of protect customer personal/private information 1andsold my information to the 3rd party https://www.***.com/*** I contact with 3rd party to request for remove my information from their website, they blackmailing openly and need $
I contact with 1andand instead of asking apology and removing my personal information which they sold to 3rd party, they keep sending me email templates which is jucki asked 1andonly question?
" can you please only answer my question which is "how did my domain registration information leaked from your 1and1? "

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with this account
In regard to the voicemail that I left, checking your ***
records associated with the email: ***@***.com,
you will see that we were not able to process the charge of $that was
generated under invoice #***This invoice was for the
month renewal of the domain name: ***.comWhen you
canceled this account, the agent assisting you reversed that invoice, no refund
of $would have been issued since we were not able to physically debit
your *** for that amount under this particular accountUnfortunately, the
agents that you previously dealt with did not investigate this matter properly,
to inform you that the invoice reversal was simply clearing the outstanding
balance since you had canceled the accountI am very sorry that this miscommunication
had occurred, and I will bring this to the attention of our Quality Assurance
Team, so that we can hopefully avoid any issues associated with this in the
future, for any and all customers
That being said, we had processed a payment in the amount of
$on 2/1/for the renewal of the domain name: ***.com, under
Customer ID #***At this time, that account is still active, however,
you would have been refunded for that $charge through *** since you
had disputed itIf you wish to cancel this account or require any further
assistance, please feel free to contact us here in the Solutions Team by phone
at: ###-###-####, or via email at: [email protected]
Once more, we apologize for any inconvenience that has been caused here
Thank you
David M***
Customer Care
1&Internet Inc.http://www.1and1.com

I never purchased anything from this company but discovered a fee on my card for on 9/25/Unable to reach anyone at the numbers I found online to dispute the charges I had to cancel my account and get a new card to dispute tjis charge with my card companyThis isn't fare to people who need their money and who never did business with this companyI'm trying to figure out how they got my card info when I never use this card for Internet purchases or to order anything onlineIt's even more messed up because I never heard of this company

I have a single website account with 1and On September 1, I received an invoice for years worth of a service called *** Basic for around $that I had not signed up for (my account already has *** Basic in its regular pricing) I called them up and demanded that they remove this invoice / feature from my account and demanded that the invoice be cancelled I was initially told it would take hours for the invoice to be cancelled When it had not been cancelled within hours, I called them back later in the morning of September and informed them, this time being told it would take 24-hours to process the cancellation I also took efforts within my account to limit the maximum amount they could deduct from my account to $
On September 5, I noticed that my bank account had been charged the full amount () for the service I had not requested, but had been billed for ($142.56) I called the company to demand a refund and was told that it would take "7-bu

We used 1&for over two years as a dedicated server platformLike all good companies in the beginning everything was greatAbout months ago the support started to slide downhill and the cost was no longer worth the benefits we were NOt getting out of the companyWhen we were close to deciding to separate from the company the server we were using was hit with the wannacry virus, essentially leveling our companies business overnightWe struggled hard for a few days to get our data under control and that is when we were cutoff from our server, the company is still as of this review holding domains hostage and refuses to answer our emailsWe are not likely to pay them for the server costs for the last month as we were dealing with an infected server (That they had said was secure)We changed no programs in the server before it became infected and did our best to move away from this companyWe are currently in discussions with an attorney as they now have our data (albeit infected) and our domains held hostageIf you go with this company you MUST be willing to risk the fact that one day their support may no longer please you, and worse that they may let their systems fail to protect your data (the very thing you may be paying for)The scary part is even if you want to leave they make it hard to do soTheir "autorenew" on their products mysteriously gets turned back on after you disable it, resulting in unpleasant chargesOverall they are a strong company but they concentrate on high numbers, and the customer and the performance suffers for itAs of this review we are still waiting for them to get back to us to allow us to get our data off their server and move all of our domains out of their companyBe warned that this "good deal" may be the worst IT decision you may ever make!

I have cancelled my contract(s) online dozens of times yet continue to be charged for the services Furthermore, they continue to add features and services WITH A PRICE INCREASE that I have not requested
I've spoken to several representatives through their toll free number, I've been told that they send you an email and notify you they will be adding things to your contract and that if you don't reply, they simply add them without your permission I didn't give them permission, I didn't receive any emails and I've asked them to stop/cancel not only the charges but the contracts I have no contract to pay them for the additional services as (according to them) there was only an offer-- I did not accept that offer, I was charged for the services despite there being no acceptance
I've also been told that I MUST talk to someone on the phone to cancel my contract, I have also attempted this (this alleged policy is not represented online and I've followed the steps to cancel my co

This is the most incompetent internet provider in the industryThey are taking our website down every few weeks for hours or days for no reasonEvery time you call the support,these people from Asia are reading script and apologizing but have no solutions of answers to our problem.They put you on hold and never pickup againWe are a small business and the website is our source of incomeOur employee depend on the business on those leads coming from our websiteI've contacted Sebastian as wellNo diceI guess they just don't carePlease don't use this company for any of your internet needsOur site atlantictileandgranite.com is down again for two daysNobody knows why???

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with this account
In regard to the voicemail that I left earlier today (2/3/16), this confirms
that the domain name: ***.com has already been reactivated for
you, and it is currently up and runningOne of the previous agents that you
dealt with has added another year of registration to your domain covering you free
of charge up until 11/1/However, due to this unfortunate situation, I am
also adding an additional credit to your account which will now cover your
domain registration, at no cost to you, up until 11/1/
Along with that, for your records, there are no other features/services
listed under your account that will lead to further invoices being generated
Once more, we apologize for any inconvenience that has been caused here
Thank you
David M***
Customer Care
1&Internet Inc.http://www.1and1.com

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with your account and the transfer of your domains
It is not our intention to keep our customers from being
able to transfer their domains to another provider should they decide to do so
It is very unfortunate, however, the referenced issue in regard to the error you
received when attempting to change your domain settings to “Public”, was
associated with an internal bug that our system administrators have been able
to since resolve
That being said, all of your domains are currently unlocked
and set to “Public” registration under the WhoIs records, so at this time you
can move forward with initiating the transfer from *** without anything
holding them up
Along with that, we are refunding the most recent charge associated
with this accountPlease allow 3-business days for a refund of $to be
processed to the credit card ending in “3048”After all of the domains have
been transferred away from 1&Internet, the account will be completely
canceled, so that no further charges are incurred
Once more, we apologize for any inconvenience that has been
caused here
Thank you
David M***
Customer Care
1&Internet Inc
http://www.1and1.com

I signed up for a trial period (for a time limit I could not remember)Less than a month later I decided to cancel my contract and the only date it would allow me to cancel the contract was months after I opened it, so logically I assumed the trial period was monthsTurns out it was a month long trial periodAnd even though I filed for the cancellation prior to the ending of the first month, I am now being chargedI have attempted to resolve this issue with them on several occasions, all to no availEven after they failed to call me at the scheduled time, they marked the case as resolvedNever again will I do business with this shady companyI guess I will take my future business to G***The issue is now resolved and the money is being refunded (after trying to contact them times total), but this is still one of the worst customer service experiences I have ever had