1&1 Internet, Inc

Dear [redacted] (Customer ID #[redacted]),
I sincerely apologize for any
inconvenience that has been caused here.
In regard to the contact made to you by my colleagues here
in the Solutions Team, we have confirmed that the domain name: [redacted].com is
resolving to your web hosting provider correctly at this time.
Due to any inconvenience caused, we are refunding your
initial invoice. Please allow 3-5 business days for a refund of $0.99 to be
processed to the payment method on file. Along with that, we have added a
credit of $14.99 to your account so that your domain registration is covered
free of charge in 2016. After this is said and done, you will have received the
first 2 years of this particular domain registration at no cost to you.
Once more, we apologize for any inconvenience that you have
experienced.
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] [redacted], I sincerely apologize for any inconvenience associated with your personal information having been compromised.   Regarding the conversation that we had...

today (9/27/16), this email confirms that the charge you received in the amount of $34.22 is in the process of being refunded. Please allow 3-5 business days for this refund to be received. After investigating this account further, it has been marked as fraudulent, and canceled, which means that no further invoices will be generated.   If you require any additional assistance, please feel free to contact us here in the Solutions Team by phone at: ###-###-####, or via email to: [redacted].   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 and cancellation of your domain: [redacted].
Our records indicate that the domain in question had renewed
on 11/13/13, with an online cancellation attempt occurring on 11/14/13, which
was selected for a 90 day cancellation from that date.
In regard to this particular matter, we are removing your
account from collections.  [redacted] will remove you from any list
that they have.  As well, we are wiping clean the outstanding balance of $
33.94 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 regarding this account.
Finally, we wish to confirm that this account has been cancelled
as of this morning.  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.
 [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.   Please forgive me for just responding to this issue through your Revdex.com Complaint today (5/11/16), as even though you had submitted it on...

4/24/16, we just physically received if from the Revdex.com yesterday (5/10/16).   Our records indicate that my colleague Pat here in the Solutions Team has been assisting you with this over the past 2 weeks. I can confirm that the matter has been resolved, as we have received your Chargeback Form, and everything under your account is currently active. Aside from the refund of invoice #2[redacted]67 that Pat had processed for you, due to this inconvenience, I have also applied a $50.00 credit to Contract ID #[redacted]. This credit will be used for upcoming domain renewals within that particular package.   Moving forward, if you should require any further assistance, please feel free to contact us here in the Solutions Team, either by email as you have been doing ([redacted]), or by phone at: ###-###-####.   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 cancellation of this account.
In regard to our conversation earlier today (12/7/15), this email confirms that
I have issued the immediate cancellation of this account, and will be refunding
all invoices that had been billed while the service was active. Please allow
3-5 business days for this refund in the amount of $85.94 to be processed.
As discussed, I had found that your account remained active due
to an error made by one of our Cancellation Team representatives. I will bring
this to the attention of their supervisor, in order to avoid these types of
mistakes for other customers as well.
That being said, 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&1 Internet Inc.http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has occurred with your domain registration.
As this particular matter is that
of a technical nature, I have forward this case to my Technical Specialist, in
order to investigate the referenced issue further. After looking into this,
they will contact you with more information, and inform you of what can be done
to reach a proper resolution.
That being said, once the invoice
for this feature has generated, we can refund it for you due to the
inconvenience. Aside from that, I am refunding you the $0.99 promotional price invoice
that you recently received for 12 months of your Basic Linux Hosting Package,
along with issuing you an additional 6 free months of hosting. That being said,
your Basic Package would be covered free of charge up until 11/1/15.
Once more, we apologize for any inconvenience that has been
caused here.
[redacted]
Customer Care
1&1 Internet Inc.
http://www.1and1.com

Beware of this hosting campany
I got hooked with them for 1 year and when my renewal was due ,I would have made the renewal payment but they deleted my account without even any notification and I lost my all data of my website which they cannot recover .
this hosting s[redacted] .
don't try to get hooked to them because they offer cheap prices in starting

Cancelled my contract and then 1 day later was billed for a 2 year renewal for that same contract, and now told, I will be refunded the money but it will take 7-10 days.
Customer service could only tell me there was a "lapse" in their system and this was an error on their part... I would not recommend doing business with them, I know I will not in the future.

[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:The 70.89 that was issued on 5/12/2014 STILL as of 5/20/2014 has not been credited to my payment method on file. Additionally, I have not received credit memos (like I did for the 70.89) totally the $88 in addition I was to be receiving. Between 5/9 and 5/14 I had over $160 taken from my bank account on a $.99 authorization. I have been in contact with 1and1 since 5/9 and have YET to receive a SINGLE payment refunded. The complaint department and solutions are no better than  their policies and procedures. It takes you 1 day to take money from my account and up to 10 to return it? I have issued refunds and been issued refunds within 24 - 48 hours. There is no reason that these credits should NOT be in my account. It has been 4 business days. Yes BUSINESS DAYS, and in one instant it has been 10 BUSINESS DAYS since I was told the credit had been issued.
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: I have lost so much business and money because of loss of this homepage that $94 does not help me at all. I need the homepage to be restored and working as it was before.Otherwise, I will file a lawsuit for loss of business.
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has occurred with your account.
According to our records, I see that you have already
downgraded this account from the Online Store Package, to an Instant Domain
Package so that moving forward, you only have the domain: cindylynnsjewelry.com.
Due to this downgrade having been processed, there is currently a pro-rated
refund of $92.32 being processed back to your credit card. However, due to this
inconvenience, I am also refunding you an additional $27.56, so that the full
amount of $119.88 which you had been invoiced for at the inception of this
account, is returned to you. 
That being said, the domain: [redacted] was included
for free within the original Online Store Package, now that the domain is by
itself as an Instant Domain Package, it is typically billed in the amount of
$14.99 once a year. Since you have not been billed for the 1 year registration
of that domain previously, (since it was included for free until the change was
made), an invoice for it will be generating shortly. Due to system limitations,
we do not have the ability to stop the invoice prior to it being generated, so I
will keep an eye on your account, and reverse the invoice for the 1 year
registration of your domain once it has been applied. 
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 that has occurred here.Unfortunately, during this time, there was a known system bug in relation to assigning domains to the Online Store package within some accounts. Our System...

Administrators have since resolved this bug, and your Online Store package should now be fully functional. If you experience any further issues, you may contact our Technical Support Team at any time for assistance. Their phone number is ###-###-#### and they can also be emailed at [email protected] more, we apologize for any inconvenience that has been caused here. [redacted]Customer Care1&1 Internet Inc.http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has occurred with the domain in question. 
Our records indicate that this account is in the name of [redacted]. That being said, whenever there is a declined payment, email
notifications are in fact sent out to inform the customer of the situation at
hand. In this case, the email address on file where these emails were sent is: [redacted]. Whether or not
this email address is currently in use, it is the responsibility of the account
holder to make sure that the email listed is always active, so that we can
properly contact you regarding the account. Referencing your claim that we
canceled [redacted]’s account “out of the blue” is inaccurate as well. The invoice
that had generated for the renewal of the domain: sosmailing.com, was for
service during the time frame of 08/05/2013 - 08/05/2014. Even though we did
not receive that payment which was due in 2013, we still automatically renewed
this domain for another year until 08/05/2014, while actively attempting to
make contact through the email address listed under this account, unlike
[redacted], who cancels domains shortly after any failed payment. Essentially, the
service provided by 1&1 Internet for this domain over the last year was
free of charge due to the payment not having been made. 
At this time, as per the email sent to you earlier this
morning by my Domain Specialist Matt, listed under the account in your name (ID
#[redacted]), the domain: sosmailing.com has been restored, and can be accessed
again within your account Control Panel. It is once again completely active
with full functionality, and there is no further action required on our side.
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 that has occurred here with your account.
In regard to the conversation we had on Monday, August 31st
2015, domains and hosting packages are 2 separate entities. Due to this, the
hosting package remained active under your account after you transferred the
domain name to another provider, which led to a new invoice having been generated.
As you and I had discussed, we have issued the immediate
cancellation of this account, and are waiving the balance of $107.88. Moving forward,
you will no longer be billed or invoiced for these services, since the account has
been deactivated.
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], # [redacted]),
I sincerely apologize for any
inconvenience that has been caused here.
According to our records, at this time, you have been
refunded for all of the invoices that were billed under either of these accounts.
Please keep in mind, that your bank or financial institution may have a brief hold
time of 24-48 hours, but besides that, we have refunded all of your past
charges.
Moving forward, you will no longer be billed or invoiced for
any service, since there are no active accounts in your name.
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 transfer of domains.
 
Our records indicate that when you contacted our
Cancellation Team to cancel your account, you declined keeping the names: [redacted],
and [redacted], so they along with the account were closed down. Unfortunately,
any domain names that are canceled outright cannot just simply be transferred
to another provider.
 
That being said, please allow me to explain the processes
and policies that [redacted] has set in place in reference to the immediate cancellation
of domain names.
 
Once a domain name has been completely canceled off of an
account, there is a small window of time in which to reactivate it, should you
decide to keep the canceled domain(s). This reactivation can only occur through
the original registrar (1&1 Internet). After this period, [redacted] passes the
canceled domain(s) off to an auction company called [redacted], to evaluate
any potential auctioning value they feel it may have. This process lasts 15
days, if it is decided that money can be made from auctioning it off, it does
not go back up for public sale, if they do not want to auction it, then they
put the domain into a 30 day Redemption period. What this means, is that the
original owner of the said domain, can repurchase it through the prior company
it was registered with, over the course of the next 30 (sometimes 35) days.
Only after this process, if the original owner has not purchased it again, than
the domain is released once more for public sale.
 
In this particular case, if the domains are passed over by
[redacted], you will then have 2 options. Either request for them to be
reactivated within the mentioned Redemption period with 1&1 Internet, and
then transfer them away to another provider, or, wait until they are open to
the public again and purchase the domains elsewhere.
 
I understand that this may not be the kind of information
you wanted to receive, however, we have no authority over [redacted] and their
processes and policies, as they are the over governing power of all domains.
 
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 domain renewals, and the balances being sent
to collections.
In regard to this particular matter, the Contract (ID # [redacted])
you discussed with a Billing agent yesterday (5/6/14) which was still in
collections, is being pulled and waived from [redacted].  [redacted] will
remove you from any list that they have, and this will not affect your
credit.  
As well, we are refunding you in the amount of $333.70,
which covers the 3 invoices paid to [redacted], each in the amount of $104.94, plus an
additional $18.95 late fee. This refund will be processed to the credit card on
file within 3-7 business days, so please make sure that we have an active card,
in order to properly issue this refund.
 That being said, for your records, as previously referenced,
this account has been canceled and is not active. Moving forward, you will no
longer be billed or invoiced for this service in the future.
Also, the domains: [redacted], and [redacted],
that you wish to retain, will continue to be active under your other account,
ID # [redacted].
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 the billing and cancellation of the DIFM Feature.
In regard to this particular matter, the DIFM (Managed by
Experts) Feature has been canceled, and our records indicate that we have
issued the $99.99 refund to you as of 5/20/14. 
I can assure you, that the money has been released on our end, and if it
is not yet physically available within your account, there is no reason that your
bank/credit card provider should not be able to see that there is a pending
refund transaction, as we deal with these cases on a daily basis.
Aside from that, due to this inconvenience, we are also
refunding you the only other invoice under this account, which is the $8.99
invoice you had been billed for in regard to a 1 year registration for the
domain: [redacted].
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

From: [redacted]Date: Tue, Dec 15, 2015 at 9:45 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[redacted]>Update on the...

complain: The business has issued a refund for my domain fees and has also finally reestablished my access to my web domains. It appears that me telling them of my complaint to the Revdex.com is what was needed to get them to finally resolve this issue. Thank you for the work that you do. So far no disciplinary action against the agents who lied and misrepresented but I doubt they would inform me of that anyway. Thanks,[redacted].