1&1 Internet, Inc

Dear [redacted] (Customer
ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the cancellation of this account, and the balance
being sent to collections.
According to our records, this account had been canceled back on 7/21/13. There
are no longer any active services.
In order to assist you with this matter, we are removing
your account from collections. [redacted] Canada 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 that you have with either [redacted] or
1&1 Internet.  No more money will be owed on this account and you will
no longer be required to contact [redacted] or 1&1 Internet regarding this
unfortunate situation.
That being said, for your records, as stated this account had
been canceled. Moving forward, you will no longer be billed or invoiced for
this 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

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any inconvenience
that has occurred here with the transfer of your domain: [redacted] to
another provider.
As this particular matter is that
of a domain transfer nature, I will forward the information contained within
your complaint, to my Domain Specialist, in order to investigate the referenced
issue further.
They will be in contact with you shortly, to inform you of
any updates which lead to a possible resolution in regard to this case.
Once more, we apologize for any inconvenience that has been
caused here. 
[redacted]
Customer Care
1&1 Internet Inc.
http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has occurred with the invoices generated for your domain
orders.
Unfortunately, we are currently experiencing a “Billing Bug”
in our system, that is affecting a certain number of new domain orders to
customers, by not applying the correct promotional rate to the invoice that generates
for the domain order placed. We are working on having this matter resolved as
soon as possible.
That being said, we are refunding you all 6 invoices which
have been billed for a total amount of $ 33.94, due to the issue at hand. Please
allow 3-7 business days for this refund to be processed. Aside from that, since
you have only been billed for 6 of the 8 domains that you have ordered thus
far, please contact us at: [email protected]
, if you receive an invoice(s) for an amount of anything more than $0.99 for
the last 2 domains, and we will be more than happy to make the adjustment for
you.
Once more, we apologize for any inconvenience that has been
caused here, and are working very hard to resolve this matter.
Thank you.
David M[redacted]
Customer Care
1&1 Internet Inc.
http://www.1and1.com

Dear [redacted] (Customer ID
# [redacted]),
I sincerely apologize for any
inconvenience that has been caused here.
In regard to the voicemail that I left, if you ever run into
an issue such as this again, our Tech Team is always available to assist.  They can be reached by phone at:
###-###-####.
After investigating this matter, it was found that the domain
name did not resolve correctly since: [redacted].com was attempting to
redirect to the sub domain: www.[redacted].com. This caused a redirect loop,
and an error in connecting every time that you tried to bring up the website.
The sub domain has since been deleted, and the domain: [redacted].com
redirects properly now without timing out or receiving an error message.
That being said, due to any inconvenience caused, we are
refunding your initial invoice. Please allow 3-5 business days for a refund of
$11.88 to be processed to the payment method on file. This means that the Unlimited
hosting portion of your account will not be billed again until 8/5/16.
If there is any additional
assistance that you require through this complaint, please contact me via email
at: [email protected] .
Once more, we apologize for any inconvenience that you have
experienced.
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:
I am basically OK with the solution. However, since it is related to my credit file, I want to take it seriously.
Can I have a written mail sent to my email box [redacted]
or sent to my physical address?
Upon receiving that written material, I will be happy to accept the solution. Thanks a lot!
Regards,
[redacted]

CID: [redacted] Date Filed: 4/20/2015 5:58 PM
Complaint: [redacted]
I am rejecting this response because:
I recently filed a complaint against 1and1. Complaint ID [redacted]. The company quickly responded and dealt with my complaint by releasing my domains and stating in their comments that they were cancelling all my services so that there would be no further charges incurred. The response from 1and1 on the Revdex.com site is below: MESSAGE FROM BUSINESS: Dear [redacted] (Customer ID # [redacted]), 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 [redacted] without anything holding them up. Along with that, we are refunding the most recent charge associated with this account. Please allow 3-5 business days for a refund of $29.97 to be processed to the credit card ending in “[redacted]”. After all of the domains have been transferred away from 1&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[redacted] Customer Care 1&1 Internet Inc. http://www.1and1.com This was satisfactorily resolved so imagine my surprise to receive another invoice from them on 4/19/2015. When I responded to let them know that this was a closed account I had another representative email me stating - Dear [redacted] (Cust: [redacted]), Thank you for contacting us. Our records indicate that on 2/24/15, you called in however you requested that the domains be transferred away to another provider therefore the agent sent you auth. codes for the domains to be transferred. A call was never made back in to get the contract cancelled and therefore nothing was cancelled on the account. Unfortunately we are unable to cancel out contracts through email for verification purposes. For security purpose, a cancellation agent will be in contact to assist you with the cancellation for your 1&1 package. If you have any further questions do not hesitate to reply to this e-mail or contact us during office hours by phone at 1-877-300-8316 from 9am-5pm EST, Monday through Friday. -- Sincerely Thomas Billing Department 1&1 Internet Inc. Once again this company is trying to charge for services that they very clearly acknowledged, they were going to cancel at my request and in keeping with the Revdex.com complaint.Desired Settlement / OutcomeDesired Settlement: Desired Outcome: Cancel all my services - actually do it this time and stop contacting me or trying to bill me for services that you agreed to cancel. I do not want another invoice, I do not want to deal with your company at all.
Regards,
[redacted]

[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:Business is still lying about phony email aliases and it took filing a complaint to get even THIS "CYA" response. I pursue no further action as a result of my lost time and will be watching my credit card statement, but the business is STILL LYING. Who in their right mind would give them their phone number?
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the billing attempts under this fraudulent
account.
 
In regard to this particular matter, after further
investigation it was found that there was an error which occurred when the
agent you spoke with in December of 2014 attempted to clear the payment due,
resulting in an outstanding balance still being listed under this fraudulent
account.
 
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 will not, and has not, affected your credit.  As well, we
are wiping clean the outstanding balance that you have with either FMA or
1&1 Internet.  No more money will be owed on this account and you will
no longer be required to contact FMA or 1&1 Internet regarding this
unfortunate situation.
 
Moving forward, you will no longer be billed or invoiced for
any fraudulent services since the account was already 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

Dear [redacted] (Customer ID # [redacted]
I sincerely apologize for any
inconvenience associated with the transfer of your domain: defense-lab.com.
 
Our records indicate that our Transfers Team contacted you
yesterday in regard to this matter, informing you that domain was unlocked, and
set to use public registration. That being said, this action simply means that
the domain would have been ready for a transfer within 24-48 hours, but that
the transfer action was not immediately requested after it was unlocked. We are
not attempting to hold your domain hostage, as it does solely belong to you. The
Transfers Team has also provided you with the Auth Code at this time, to make
sure that you can move your domain now.
 
We will refund you the only invoice which has generated
under this account ($0.99), due to what has happened. Please allow 3-7 business
days for the refund to be processed to the credit card on file.
 
 
Once more, we apologize for any inconvenience that has been
caused here.
 
 
David Mattis
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 and refund of this account.
We see that you filed this Revdex.com Complaint on 11/24/15, however, we just received
it yesterday (12/3/15).
The case history under your account shows that this matter
had been handled by my colleagues on the Solutions Team. Our records indicate
that this account had been canceled on 11/25/15, and the refund of the only
invoice under this account was submitted that same day. Please keep in mind,
that when we submit a refund, the bank or financial institution associated with
the credit card on file will not see it instantaneously, as the refund process
takes 3-5 business days. In this case, the refund in the amount of $119.88
physically left our side on 11/30/15. At that point, the 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. 
Regarding the billing of the service that had been initially
ordered, there was no unethical practice committed. The domain name and hosting
package that were activated had been ordered through an external IP address,
not with a Customer Service Representative on our Sales Team. This means that
the services which were billed under your account had been selected and agreed
to by you, the customer. At the time your order was placed, there was a 30 day
free trial, which you received as the account was activated on 10/17/15, and
your first invoice did not generate until 11/20/15. Along with that, you are
correct in stating that you agreed to the price of $9.99 per month being listed
for the MyWebsite Basic package, however, that was a promotion only offered to
you by accepting to sign up for a 12 month plan. Due to that, the invoice you
received was billed for a total of $119.88 as it was for a 12 month term in
advance, at $9.99 per month. By visiting the 1&1 Internet website, you will
see that if you select the monthly billing option for that package, you will be
billed in the amount of $12.99 per month, and will not receive the $9.99 per
month promotion. When checking out, it is notated what you have selected, the
amount due at the time of the order, (in your case $0.00), and the amount of
the first invoice that will be charged to the payment method. This information
must be accepted in order to move on, and activate your order.
I apologize if you feel that you had not been properly made
aware of what you were signing up for, as it is not our intention or desire to
deceive any new or existing customers.
Aside from that, I have submitted a case internally within
our company to have you added to our Do Not Contact list to avoid any further
communication.
That being said, for your records, this account has been
canceled, and your refund of $119.88 has been processed. Moving forward, you
will no longer be billed or invoiced for any 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

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has occurred with this account. 
A valid Photo ID would absolutely prove that you are [redacted], the account holder, due to it being a government issued item/document
with a picture associated with your name and address. Regardless of if your
current address is or is not listed under this account, the Photo ID at least shows
that this request is being made by the person listed as account holder, not a
Non Account Holder that is making these demands from an email address that is not
associated with the account in question.
Once again, this is being carried out in this fashion due to
our Security and Legal Policies set in place to protect our account holders
from having malicious actions taken or requested by Non Account Holders.
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 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 will not,
and has not, affected your credit.  As well, we are wiping clean the
outstanding balance of $ 150.69, that you have with either [redacted] or 1&1
Internet.
Along with that, we will be issuing a refund in the amount
of $288.00 to the credit card ending in “[redacted]”. Please allow 5-7 business days
for this refund to be processed. We have also applied 12 free months of hosting
to your Business package (Contract ID #[redacted]), which means that the hosting
portion of your account will be covered free of charge up until 12/19/16.
Moving forward, after the free time that has been issued is up, this hosting package
can be downgraded with our Retention Team in order to lower the monthly
payments. They can be reached by phone at: ###-###-####.
I hope that this helps to alleviate any frustration caused
by this unfortunate situation.
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 while it was active.
In regard to this matter, there was no billing attempt to
charge you in the amount of $200.00 under this account, there was an invoice of
$14.99, which has been waived along with canceling the account, as mentioned to
you by our Cancellation Team.
That being said, the domain: [redacted] is still
registered in your name, up until 1/19/15, the domain: [redacted] is
registered up until 1/25/15, and the domain: [redacted] is registered
up until 11/10/15. Currently, if you wish to transfer the domains to another
provider, this is an action that you as the domain owner would have to initiate
from the domain registrar of your choice, while they are still registered under
your name.
Moving forward, you will no longer be billed or invoiced for
any service, since this account is no longer active.
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.
It had been previously explained to you with your prior Revdex.com
Complaint filed under Customer ID #[redacted], that the domain name: [redacted].com
would expire on 7/23/15, however, the account itself would be canceled out on 8/1/15.
Please see the response listed below which provided you with that information
back on 6/24/15.
……………………………………………………………………�...⇄ /> 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: [redacted].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
 
……………………………………………………………………�...⇄ />  
That being said, in order to assist you further with this
matter, if you wish to keep the domain name: [redacted].com, I would be more than happy
to renew it under your name for another year within Customer ID #[redacted],
free of charge. Please contact us via the email: [email protected] in order to confirm if you
want the domain name to be reactivated through this offer.
 
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 regard to this matter, as per your request we are
refunding all 7 invoices that you have been charged for under the life of this
account. Please allow 3-5 business days for the total refund of $82.46 to be
processed to the credit card on file.
That being said, if you wish to transfer any domains that
you still own to another provider, this is an action that you as the domain
owner would have to initiate from the domain registrar of your choice, while
they are still registered under your name.
Moving forward, you will no longer be billed or invoiced for
this service, since the account 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

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the billing of the Website Builder Plus feature
under your account.
In regard to this particular matter, we have canceled the Website
Builder Plus feature, so that moving forward, you will no longer be billed for
it. During the time in which it had been activated, you were billed in the
amount of $29.97, 11 times, totaling in the amount of $329.67. Due to that, we
are refunding you the $329.67, please allow 3-7 business days for this refund
to be processed.
Along with that, due to this inconvenience, we are issuing
you 6 free months for your 1&1 Home Hosting Package. This means that you
will not be billed for the hosting portion of your account again until 7/6/15.
That being said, I will also submit an internal complaint in
order to investigate this matter further, so that moving forward, we can look
to avoid this type of action being processed by one of our agents.
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 your account.   Our records indicate that this account has since been canceled, and a refund in the...

amount of $98.87 was processed yesterday (5/18/16).  You will be able to confirm with your bank or financial institution that this refund has been received.   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

Dear [redacted],
I sincerely apologize for any
inconvenience associated with these charges and claims to active services.
 
In regard to this particular matter, what you are explaining
here sounds like potential fraudulent activity against your husband in the way
that his/your credit card information had been compromised. I have seen similar
situations such as this with our company, along with many others.  Through the credit card information being
obtained elsewhere by a hacker or whoever/however it may be, online orders and
accounts are then placed with 1&1, [redacted], [redacted], etc.
 
We have not been able to find any account under your name,
or associated with the email/street address referenced in the Revdex.com Complaint. Since
none of this information pertains to any given account in particular, in order
to assist you with this, we need for you to provide the first name of your
husband, to locate any account/s that may be in his name. Once we are able to
track down these accounts, we can give you the proper information that
references them, so that this matter can be investigated further. Typically,
cases such as these are handled by our Security Team, as they handle Fraudulent
Accounts, and would be better off suited to research this situation for you,
and come to a resolution.
 
We await any further information that you can provide to
assist you further.
 
Once more, we apologize for any inconvenience that has been
caused here.
Thank you.
 
[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, per your request, I have set this account to be canceled immediately. Due to the inconvenience that has occurred, I am refunding you the one invoice that had been charged while this account had been active. Please allow 3-5 business days for a refund in the amount of $11.88 to be processed.   That being said, please understand that we do not send out or sell any of our customer’s personal information. However, it is possible for information such as email addresses and phone numbers to be seen publicly under ICANN’s WhoIS records, as your domain contact information for: english-in-action.com had been set to public registration, instead of private. Prior to the cancellation that I processed for this account, I changed your domain contact information to private registration, in an attempt to avoid any further unwanted contact.   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

Complaint: [redacted]
I am rejecting this response because:
Nature of Complaint: Billing or Collection Issues - The company has processed an unauthorized credit card charges
Problem:
I recently filed a complaint - Complaint ID [redacted] - about 1and1 charging my business for 7 Advertising accounts that we do not have. 1and1 responded with it sounds like fraud, that there is no record of the accounts. I tried to respond on the Revdex.com in several different was but was not allowed to type in the response box, so it was marked Resolved and this is Not Resolved. I have contacted 1and1 on numerous occasions and still have no information on these 7 accounts that we supposedly have, no one that I nor my husband have spoken with have resolved anything.
Desired Outcome
Desired Settlement: Refund-Credit Card Credit
Desired Outcome:
I would like the charges refunded to the card that was charged for these 7 accounts and all other funds as well. I would also like that card information removed from the 1and1 system so that no future charges occur. Thank you
Complaint Background
Not all of these questions are required.  Please provide as much information as you have.
1. Product/Service Purchased: advertising  
2. Model Number:  
3. Contract, Account, or Policy #: Do not have one  
4. Order #: Do not have one  
5. Purchase Date: 1/24/2014 
6. Date Problem First Occurred: 1/29/2014 
Dates you complained to the company/organization
7. First Date: 1/29/2014 
8. Second Date: 1/31/2014 
9. Third Date: 2/3/2014 
Name of Sales Person
13. First Name: No  
15. Last Name: idea  
17. Purchase Price: $219.91  
18. Disputed Amount: $219.91  
Regards,
[redacted]