1&1 Internet, Inc

Dear *** *** (Customer ID # ***, and ID
# ***),
I sincerely apologize for any
inconvenience associated with the billing and cancellation of these accounts
According to our records, there were accounts listed in
your nameAccount ID # ***, has already been canceled, the invoice had
generated automatically due to the service having been activated prior to the
cancellationThat $invoice will be refunded to your *** account
within 3-business days
Account ID # ***, had not been canceled, however, the
$ invoice that had been processed will also be refunded to your ***
account
That being said, we wish to confirm that this account (# ***)
has since been cancelled. You will no longer be billed or invoiced for
this service in the future
Once more, we apologize for any inconvenience that has been
caused here
Thank you
*** ***
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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
This doesn't address the scam on your website that says you can buy a package of domains for That is what I orderedMy total was and you guys charged me $I went to your website again to confirm this pricing for a very similar web addressThis is a screen shot of the price.
How do you explain this?
Regards,
*** ***

Dear *** *** (Customer ID # ***),
I sincerely apologize for any
inconvenience associated with the account balance being sent to collections
In regard to this particular matter, the hosting package portion
of your account renewed for an additional year on 2/1/14, the account
cancellation did not occur until 3/16/There was no remaining balance able
to be credited to your credit card, as the initial charge attempt had declined
However, in order to assist you with this, we are removing
this account from collections*** *** 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 of $ ($83.88+$Late
Fee) that you have with either *** or 1&Internet. No more money
will be owed on this account and you will no longer be required to contact NCO
or 1&Internet regarding this unfortunate situation.
That being said, for your records, as referenced, this
account has been canceled and is not activeMoving forward, you will no longer
be billed or invoiced for this service in the future
Once more, we apologize for any inconvenience that has been
caused here
Thank you.
*** ***
Customer Care
1&Internet Inc
http://www.1and1.com

Someone stole my credit card information and charged something with 1&Inc The charge was fraudulent and 1&should not be seeking payment from me as I did not engage in any business with them

They cancelled my account and deleted my contract, according to customer service rep on call ID **SSN**, not due to a billing issue (they admit the money was there and there was never a late payment) but "BECAUSE THEY WERE UNABLE TO REACH ME." I have e-mail (on file with them), a phone (number on file with them), and a financial account JUST for their service They auto-billed me every three months without any problem and there were plenty of funds in that account for them to continue auto-billing me every months for over a year According to their call center representative, they extended an offer to renew my contract by e-mail once and made one phone call to me I had no idea that the hosting, domain name service, etchad even been cancelled I looked back through e-mails and there WAS an e-mail for a promotional offer that did not say the account would be cancelled or my files would be deleted Why would I automatically assume they would suddenly stop taking money and cancel everything? I'm baffled, bewildered, and devastated that the entire site I built is *gone-* because I didn't answer a phone call one day????? I've read a lot of reviews about this being a scam company and I have to say they are very bad at whatever they are trying to do If this were a scam, they should have continued withdrawing money and continued my access to my accountIf this were a legitimate business, they should have attempted more than contact to a valued customer before cancelling the accountI was warned when I selected 1andfor hosting, not to do it I chose them because of their remote serversMy friend who works in IT told me to pick G*** instead I do regret choosing 1and I do not recommend themI am very sad about how this all turned out

I booked a domain last year in july from 1&1.com which due to their bad service I never wanted to renew, and neither did I put any renew option with them , due to their constant bad service I left it as it belater I received email for overdue payment which is out of box and totally a cheat as no such instruction was given to them for renewal but just to get some money they sent it ahead, even than I cancelled contract and getting payment reminders, I have provided feedback about it to them time but have got no response or receipt on it

This was the absolute worst experience I have ever had with a hosting company in my over years of building websitesThis company lost my web files, cost me business, and wasted my timeI would NOT recommend using this company
After being told that all of my web files were deleted do to their error in my contract closing, I’ve had to completely rebuild my website from scratchI have gone back and forth with customer service and I keep getting the same cookie-cutter responseThey will not admit they this was an error on their part
Additionally, they messed up on my billing last month and only provided a partial refund
Now they are dragging their feet in approving my domain transfer which is continuing to cost me businessI’ve transferred several domains and never had it take this long
Don’t waste your time or money on this shady company

I was charged for services long after I cancelled my accounts

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the cancellation of the MyWebsite Hosting
package..
Regarding this matter, for the security of our customers we
do not cancel accounts/features via email.  This is done to ensure that a
Non-Account Holder cannot maliciously cancel services that do not belong to
them. Along with that, we have experienced some bugs in our phone system recently
that may explain any potential issues you had experienced when attempting to
call in.
I am sorry if it was not properly explained or notated in
the beginning of setting up this 30 Day Free Trial, that the $6.99 per month rate
for this feature moving forward was a promotion offered by paying 12 months in
advance. I will bring this to the attention of our Quality Assurance Team, so
that we can hopefully avoid any issues or confusion associated with this in the
future.
That being said, in order to avoid any downtime associated
with the domain name: kadadahseo.com, and to allow you to maintain/edit the
current DNS settings, we have changed the date of your account cancellation.
You will not be billed for this, as we have already reversed the referenced
invoice in the amount of $83.88, so that there is no payment due.
Since the domain does not expire until 7/23/15, we have set the cancellation
date of this account to occur on 8/1/15, which will give you ample time to
either transfer your domain name to another provider, or simply let it expire
under this account.
Moving forward, you will no longer be billed or invoiced for
any service or feature under this 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

This company offered me a hosting package and I checked out with no problems. What I did not realize is that they did not take out the payment when I placed the order and they did not say ANYTHING about this fact. I waited nearly a full week before they sent me an email saying my invoice did not process. So I attempted to change my billing information to re-trigger the payment. That did not work. So I called support and I told them to push a payment. They said they did but that payment took two full days to show up. During that time I was attempting to build something on my new hosting, and came into some issues that I needed the support team's assistance. They did not even know WHAT I was asking for. I decided to cancel. So I attempted to use the "cancel contract" instructions in my account, but all I got there 3 times was an "oops" message that page cannot be displayed. Then support called me trying to help further with support, but I told them No, please just cancel my account. They said "only the cancellation department can do that." I was at work and I said, just mark it in your notes, I don't have time right now. I am at work and have to get back to work now. Then I sent an email to he cancellation department and told them I want to cancel. They said they can't do it by email so call this number 24/7. I called this morning to try to cancel and the lady who answered said the cancellation department is closed right now you have to call back.
Overall this is very fishy to me and I would like to warn people about this negative experience I am having. I have to go to my bank and refute this charge.

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has occurred with the cancellation of the domain: [redacted].
Unfortunately, the data under your account was deleted when the
automatic cancellation was processed for excessive non-payment, which does not
refer to the amount of money owed, but the length of time it had been owed. This
cancellation date occurred prior to the balance having been resolved on
4/22/14. 
The domain had between 4/22/14 and 7/14/14 (expiration date)
to be transferred to another provider, as you had mentioned to our agents that you
would be doing, before going into the Redemption Period which is ruled and regulated
by ICANN. This timeframe can last between 65 to 75 days. Once the domain
expired due to not having been transferred (7/17/14), there was a point where
there was no contact made to us within a 2 month span. These 2 months were
during the Redemption Period, and aided in the reason that it reached a point
where the domain could not be redeemed, as ICANN would not allow us to do so.
Due to these unfortunate circumstances, there is nothing
left that we can do to assist in this matter.
Once more, we apologize for any inconvenience that has been
caused here.
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 cancellation of the new Instant Mail package
you ordered.
In regard to this matter, cancellations can in fact be
carried out online, for features/packages that are not currently under a set
contract term. Since you agreed to the 1 year promotional rate of $11.88 for
this new Instant Mail package, it was put into a 1 year contract. Under the 30
Day Money Back Guarantee, this 1 year contract needs to be canceled with a
member of our Cancellation Team, since an online attempt will set it for the
end of your 1 year contract. If you had spoke to our Cancellation Team, they
would have easily canceled this feature, and refunded you the charge under the
30 Day Money Back Guarantee. I apologize for any inconvenience that you may
have experienced along the way, but unfortunately, I cannot take back any
incorrect information which may have previously been given to you. 
For your records, we have now
canceled the Instant Mail package in question, Contract ID #[redacted], and are
refunding invoice #[redacted]. Please allow 3-5 business days for this refund
of $11.88 to be processed back to your [redacted] account.
That being said, we have a department for each and every
kind of inquiry that a customer may have for their account. The Billing Department
does not handle Technical Issues, nor would they handle Cancellation Issues,
because they are the Billing Department. If you need to cancel a feature over
the phone, the Cancellation Team is here to assist with that. We are not alone
in this process, as many different companies have a dedicated team for each
specific need that the customer may have.
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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Unacceptable. A billing bug? Then why doesn't the billing department know about this? Why didn't you honor the promotional price? You guys took more than TWICE the money I agreed to pay you DIRECTLY out of my account. And I'm just supposed to let that go because you apologize and tell me it was an invoice error? I don't want to discuss this anymore. If the Revdex.com doesn't see that you stole my money and are running a seriously unethical promotion that is not real, then I don't know what else to do. I am now being forced to repurchase my domain from you because I need it for my business. All because of your trickery. 
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience caused here.
In regard to this matter, the charge that you are showing
from your bank statement dated on 10/20/14, is showing the record of the
payment we debited from you on 9/20/14, please check these records again, as
the date of the physical debit is listed as 9/20/14.
……………………………………………………………………�...⇄ /> (The below information was taken from data that you sent to
us.)
10/20/14
>
> RECUR DEBIT CRD PMT09/20 WWW.1AND1.COM [redacted] PA
[redacted]XXXXXX[redacted] ?[redacted]
>
>
> $97.99
……………………………………………………………………�...⇄ /> As previously mentioned, after the debit of $ 97.99 took
place in September, we then issued you 2 refunds ($ 58.00 and $ 26.66) in the
month of October. If you contact your bank or financial institution in
reference to this matter, they will confirm with you that the only physical
debit which occurred in the amount of $ 97.99, had been in September, all other
actions under the credit card in question had been refunds (credits) that were
issued back to you.
In order to assist you with this further, as a courtesy, we
still refunded you the complete initial charge of $ 97.99, even after the
original refunds that you received, for a payment of $ 97.99, that we have only
once debited from your bank/credit card. Earlier this morning, that additional
$ 97.99 refund was processed to the credit card on file. You will see that
refund (credit) once your bank or financial institution has processed it
through any holding period that they may have in place.
That being said, you will not see any additional or
recurring charges, since the account in question has been canceled.
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

We received your Delinquent account letter stating that an amount of $32.87 has not been paid and is in arrears. I have CANCELLED the account with your company many months ago and was advised at the time that no further action on my part was required. Why am I keep getting your bill?
Please rescind your request and threat to forward this "amount past due" to a collection agency.
I will expect confirmation that the invoice is rescinded in due course.

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has occurred here.
 
Unfortunately, at this time, there is a known system bug in
relation to the problem that you are having with your domains under the Domain
Center, within your account. It is currently being worked on and investigated
by our System Administrators in order to have this service properly working for
you.
 
Due to this inconvenience, at your request, we are refunding
you in the amount of $ 104.87.  Please allow 3-7 business days for this
refund to be processed.
 
Our System Administrators will be in contact with you
regarding this matter to inform you of any updates which lead to this problem
being rectified. However, in the meantime, if you wish to transfer your domains
away, our Tech Team would be able to assist you with doing so. They can be reached
by phone at: ###-###-####.
 
Once more, we apologize for any inconvenience that has been
caused here.
 
 
[redacted]
Customer Care
1&1 Internet Inc.
http://www.1and1.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: it is completely inaccurate what was stated. At no time during any of my conversations from April 2014 through July 2014 did any of the customer service reps tell me that I needed to fill out a redemption form. So if the process was so easy then why did no one tell me until September 23rd 2014? Your customer service process is TERRIBLE as is completely obvious if you look at the hundreds of other Revdex.com complaints against your company. 
Also in regard to what you are stating as "excessive non-payment", we are talking about a small $48 dollars. You make it sound like I owed a lot of money. I find it funny that I received all emails from you guys except the one email you sent about me owing money in 2013. Really!? You only send ONE email? Does that make any logical sense to you? I received no phone call, no mail correspondence other than 10 months later I get a letter in the mail about being in collections. How completely ridiculous. What a terrible process. When I received that letter I paid right away because that was my intention all along. I paid and the customer service rep did not tell me that my files were going to be deleted. They were deleted AFTER I paid!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! AFTER! Do you get that? I pay and THEN your company deletes my files?! What in the heck is wrong with you people?! And then to add insult to injury NONE of the reps once told me that all I had to do was fill out a redemption form until I called in September. I was not even notified that my domain was going into redemption. So absolutely STUPID. Then I am FINALLY instructed to fill out the form and send it in and I do and then after it is received then I am told I cannot redeem it. What a joke. I have worked in client services and sales for over 15 years in B2B within the technology space and none of my companies would ever treat customers this way and then blame a customer for not knowing a process when that process was NEVER explained to the customer. 
I will never ever do business with 1&1 again and I have already notified all my IT, developer and business owners in the [redacted] area and nationally to never do business with your company. You do not understand what customer service is. 
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience that has been caused here. For the records of this Revdex.com Complaint, please see below for a copy of the email that I had sent to you...

earlier today (11/30/16), regarding our attempt to resolve this case. ……………………………………………………………………�...⇄   Dear [redacted] (Customer ID: [redacted]), Thank you for contacting us. I sincerely apologize for any inconvenience that has been caused here. I attempted to call you and leave a voicemail regarding this unfortunate situation, however, I was cut off. Please allow me to explain what has happened, and what we are doing to resolve this matter for you. The previous hosting package that you had, included 1 free domain registration on an annual basis, for the lifetime of that particular contract. At this time, all new hosting packages only include 1 domain registration for the first 12 months, and afterwards the domain in question is then charged annually for its renewal. This information is available within the ordering section of our website at 1and1.com. I apologize if this information was not properly provided to you, and we have forward a case to our Quality Assurance Team to reaffirm this process with our Customer Service Agents for future reference. Currently, we are experiencing a system bug that caused you to be billed for another 12 months of the domain name: bestestimate.com, when you were invoiced for the 36 month term under your new Unlimited Hosting package. Please note, that the annual renewal date of this domain is in fact 12/25/16, as it had been originally created on 12/25/1999, and would not change unless it is canceled, and then purchased again at a later date. This renewal date can also be found within the WhoIs database that is provided by ICANN.  Associated with that system bug, is also an issue which shows the Unlimited package as being under a 12 month term within the Product Line of your invoice, however, you will notice that the Basic Fee shown indicates that the charge of $143.64 ($3.99 per month promotion) does in fact cover the 36 month time frame of 11/21/2016 - 11/21/2019. I can assure you, that you would not be subject to another invoice for your hosting package until 11/21/19.  That being said, our records indicate that you had been charged in the amount of $154.81 on 11/25/16, which was for the 36 month hosting ($143.64), and the domain name error ($11.17). The $11.17 charge was then refunded from our side on 11/28/16. Due to the inconvenience that has occurred here, we are refunding you the additional charge of $143.64, and applying credits to your account to cover the annual domain renewal through 2019. This means that your current hosting package will be covered free of charge up until 11/21/19, and the domain registration will be covered up until 12/25/19.  Please allow 3-5 business days for this refund to be received. It is my sincerest hope, that the actions being taken here today, help alleviate any frustration and anguish that may have been caused by this. If you have any further questions please do not hesitate to contact us. Once more, we apologize for any inconvenience that has been caused here. Thank you. Sincerely, David M[redacted] Solutions Manager 1&1 Internet Inc. ……………………………………………………………………�...⇄   Thank you.   David M[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com

I purchased a domain name from 1&1 on 02/19/15. It was paid in full for 1 year. This is the contract I had with them, 1 year of domain hosting for whatever price I paid at the time. I received an email from them stating my domain would expire on 02/19/16, which is expected since I paid for them to host it for 1 year. I called because I wanted to transfer my domain to different hosting company and I could not login to my account. I was told that my domain was inactive, which according to ICAAN, the international authority for domains names, it was not. It was a lie. Additionally, there would be no reason for it to be inactive because I had paid them to host it for a year and I am still within the time of expiration. I was charged $8.99 to "reactivate" my domain, coincidentally the same price as if you were buying a new domain. I had to buy my domain name twice. Very deceptive business practice, fraud in my opinion. Below you will find the domain look up from ICAAN. Notice the updated date (2/19/15) and the status of "ok", not inactive. I guess I am lucky I was only held hostage for $8.99 but its the principle of it that I write this review.
Domain Name: Private
Registry Domain ID:
Registrar WHOIS Server: whois.1and1.com
Registrar URL: http://1and1.com
Updated Date: 2015-02-19T19:29:27.000Z
Creation Date: 2015-02-19T19:29:27.000Z
Registrar Registration Expiration Date: 2016-02-19T19:29:27.000Z
Registrar: 1&1 Internet SE
Registrar IANA ID: 83
Registrar Abuse Contact Email: [email protected]
Registrar Abuse Contact Phone: +1.8774612631
Reseller:
Domain Status: ok https://www.icann.org/epp#ok
Registry Registrant ID:
Registrant Name: Private
Registrant Organization: Private
Registrant Street: Private
Registrant City: Private
Registrant State/Province: Private
Registrant Postal Code: Private
Registrant Country: US
Registrant Phone: Private+1.**SSN**
Registrant Phone Ext:
Registrant Fax:
Registrant Fax Ext:
Registrant Email: Private
Registry Admin ID:
Admin Name: Private
Admin Organization: Private
Admin Street: Private
Admin City: Private
Admin State/Province: Private
Admin Postal Code: Private
Admin Country: US
Admin Phone: Private
Admin Phone Ext:
Admin Fax:
Admin Fax Ext:
Admin Email: Private
Registry Tech ID:
Tech Name: Hostmaster ONEANDONE
Tech Organization: 1&1 Internet Inc.
Tech Street: 701 Lee Rd.
Tech Street: Suite 300
Tech City: Chesterbrook
Tech State/Province: PA
Tech Postal Code: 19087
Tech Country: US
Tech Phone: +1.8774612631
Tech Phone Ext:
Tech Fax: +1.**SSN**
Tech Fax Ext:
Tech Email: [email protected]
Nameserver: ns-us.1and1-dns.com
Nameserver: ns-us.1and1-dns.us
Nameserver: ns-us.1and1-dns.de
Nameserver: ns-us.1and1-dns.org
DNSSEC: Unsigned
URL of the ICANN WHOIS Data Problem Reporting System: http://wdprs.internic.net/
>>> Last update of WHOIS database: 2016-01-22T02:33:40Z <<<
For more information on Whois status codes, please visit https://icann.org/epp