1&1 Internet, Inc

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is totally satisfactory to me. I also appreciate Mathew's efforts and explanations to get this resolved - I wish I had spoken to him the first time. 
Regards,
[redacted]

[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 was very impressed with the timeliness and resolution oriented response of the business.Regards, [redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the billing and cancellation of the domains in
question.
 
In regard to this particular matter, there was an email sent
to you on 3/31/14, referencing the status of the 4 domain names that you had
wanted to cancel.  Listed below is a copy
of that email:
……………………………………………………………………�...⇄ />  Dear [redacted]
(Cust: [redacted]),
 
Thank you for contacting us.
 
The invoice [redacted] is for the renewal of the domains
listed below:
 
03/08/2014-03/08/2015 [redacted]
03/08/2014-03/08/2015 [redacted]
03/02/2014-03/02/2015 [redacted]
02/28/2014-02/28/2015 [redacted]
 
It appears that the [redacted] domain was not
canceled, as the option chosen when you went online was the "Change of
Provider" option which is for transferring of domains and not for
cancellation. The 3 domains were set to cancel by next year, March 2015, thus
they are not yet canceled as well. You may contact our Cancellation Team
(###-###-####; option 3,0800-2000 EST, Mon-Sun) to cancel the domain
correctly.
 
If you have any further questions do not hesitate to reply
to this e-mail or contact us during office hours by phone at ###-###-####
from 9am-5pm EST, Monday through Friday.
--
Sincerely
[redacted]
Billing Department
1&1 Internet Inc.
……………………………………………………………………�...⇄ />  
There was no further contact afterwards, and caused this situation
to occur in the manner which it did. In order to assist you with this, at your
request, the 4 domain names listed above, have been canceled, and we are refunding
you the most recent invoice (#[redacted]) from 3/21/14 ($59.96), due to what
has happened. Please allow 3-7 business days for the refund to be processed to your
credit card.
 
You will no longer be billed or invoiced for these domains
in the future, since they are no longer active.
 
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

[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]

[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 for recognizing and resolving this issue so promptly  
Regards,
[redacted]

Dear Heidi Parsons (Customer ID #
[redacted]),
 
I sincerely apologize for any
inconvenience that has been caused here.
 
Regarding our domain renewals, when visiting our main
website (1and1.com) there is a “Domain Names” tab listed towards the top left
that directs you to where the information for all domains and prices are. Most of the time, for new customers and/or new
domain contracts being added to an existing account, there will be a first year
promotional rate indicated in yellow to the right of the original price that is
crossed out. If looking to purchase a new domain, once you input the name and
go through the checkout process, you will be informed of whether or not you’re
eligible for the promotion, based on its parameters. As mentioned above, the
promotion may only be available for completely new account orders, if that is
the case, you are billed the standard domain rate for the extension being
ordered/renewed annually. Now I understand that the difference between the
promotional and standard rates listed on the website could be detailed better
to avoid any confusion, and I apologize for that. I will be taking your
feedback through this complaint and using it as a reference point for the
higher ups, to explain that we need to make absolutely clear what you are going
to pay for a standard domain renewal on the website. Also, our first level
agents have been trained in assisting customers with the prices billed every
year for a standard domain renewal, so I will be investigating any reason as to
why you experienced an issue with receiving that information from them.
 
That being said, we send out domain renewal notifications at
60, 45, and 30 days prior to the renewal date(s), so that the customer has
ample time to transfer or cancel the domain name(s). This information, along
with declined payment information is always sent to the email address listed on
file. In this case, the email provided was: [redacted]. When
a payment does decline, we give the customer a 30 day grace period prior to the
account being locked, while continuing to send emails about the outstanding
balance. Since the domain names belong to the person that has registered them,
you can still transfer them to another provider while your account is locked.
It may take a little longer since you cannot obtain the auth codes through the
Control Panel, but upon request, we will provide them to you.
 
As much as I regret having heard about this unfortunate
situation, I appreciate your honest feedback which can be used to help improve
upon our service and overall practices.
 
Once more, we apologize for any inconvenience that you have
experienced.
 
 
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 account and the downtime of certain
domains.
Unfortunately, the situation at hand that brought down your
websites was a very unique matter, one that does not typically occur. We do in
fact offer and have 24/7 Technical Support, however, due to the severity of
your issue, it was something that could not be handled or resolved by the 1st
Level Tech Agents, as they did not have the tools or ability to take on what
happened. Once again, this is because your problem was a rare case.
At the time that you filed this Revdex.com Complaint, the Solutions
Team was looking into how this matter could be resolved for you. It was going
through the appropriate channels, in order to get to the bottom of the problem
and fix it. This particular problem was resolved in the same amount of time
that it would have taken, with or without this issue being brought to the
attention of the Revdex.com.
That being said, I can only apologize for some of the wait
times which you experienced while calling in, as we have recently switched over
to a completely new calling system, and as with anything new, there are some
bugs to work out. Whether your wait time was due to the phone bugs, or the
Agents you spoke with looking to see if they could assist or not, I am sorry,
really, I am. Between that and the above listed matter, this was the reason
that I issued you a refund for your last Home Hosting Package invoice. I personally
wanted to offer something more in an attempt to show you that we are making a good
faith effort on our side to make up for what happened in one way or another.
I greatly apologize that the mentioned issue took extra time
in order to be fixed, and that you feel our 24/7 Technical Support is not up to
par at times, however, this is something that I cannot single handedly fix. I
will make sure to file an internal complaint within the company, with regard to
the referenced Technical Support issues, so that moving forward, we can offer
something better than what you have experienced.
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 having been locked.
In regard to this matter,
whenever an account is locked due to an outstanding balance going over 30 days,
and the credit card information is updated, the system will not attempt to
retry the payment until around midnight of that evening, which can lead to
waiting for the unlock to occur. If this was to ever happen again, you can contact
customer support immediately after updating the credit card, and they can have
the account unlocked within the hour, just as long as the payment has not been
handed over to our Collection Team.
At this time, your account is up and running, as you
requested a retry of the payment with an agent on 7/16/14. In order to assist
you further, I am also issuing you 3 free months of your Premier Professional hosting
package.
Once more, we apologize for any inconvenience that has been
caused here.
[redacted]
Customer Care
1&1 Internet Inc.
http://www.1and1.com

Additional Complaints When using the web site builder it adds an extra white line to your "logo" or background. I did attempt to resolve, but the Support Team kept deny there was a problem. When you view your web site "logo" in any IE...

11 browser, the web site shows an extra white line. This is case [redacted]. Again, this was never resolved and they tried to keep saying it was my computer and only my computer web browser. I tested and this was in fact showing on the external IE 11 web browser. They team never fixed the problem.TranslateDesired Resolution / OutcomeDesired Resolution: RefundRefundselectDesired Outcome: I want a full refund, which was billed 118.99 for a year. And I never agreed to the terms for 1 year in a full payment. This is a lie. The web ad stated 30 days free trial and 9.99 after that "per month." 1 & 1 lied to me about submitting a credit on 11/24/2015. I spoke to a bank representative and they "never" submitted any single credit in the amount of 119.88. They incorrectly billed me twice this year for an entire year without my consent. I made a "big mistake" by trusting this company again. The agreement was 30 days free than 9.99 “per month” after that. That is the written agreement from their very own web site, which they did not legally follow. I am also writing this complaint to inform the public. Warning: I am informing the public of the misuse of credit card information and personal data by these companies. They incorrectly billed me twice this year for an entire year without my consent. My privacy has been violated. I am getting numerous calls and emails from people all over the world trying to do business with me. Please pass this along. All I tried to do is set up a required academic portfolio with web hosting. Do not trust any of these companies below! [redacted]TranslateDesired Resolution / OutcomeDesired Resolution: RefundRefundselectDesired Outcome: I want this company held accountable for its unethical billing practices. They still owe me 119.88 from last week. They stated they gave me credit. THIS IS A TOTAL LIE. As of 11/30/2015 at 10:30am there has been "still" NO CREDIT AUTHORIZED BY THIS COMPANY TO MY ACCOUNT. 1 and 1 Customer ID: [redacted] WEB: [redacted].com [redacted]Translate

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the cancellation and billing of your account.
 
In regard to this particular matter, our records indicate
that you contacted our Billing Team earlier this morning, and they handled your
issue accordingly, as the account has been completely canceled, and the balance
is being pulled and waived from collections.
 
That being said, just as was mentioned by the previous agent
you spoke with, I am not able to find any other documented cancellation attempt
prior to today. Once more, to confirm for your records, this account has been
cancelled, no outstanding balance is due.  You will no longer be billed or
invoiced for this service in the future.
 
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, and the balance
being sent to collections.
In regard to the voicemail that I left you, there was an outstanding balance
from an invoice that had generated on 2/5/15, prior to the cancellation of the
domain names which were processed on 2/23/15. At the time of the cancellation,
the agent which assisted you should have cleared the remaining balance since
the invoice was less than 30 days old.
Due to this error, we are removing this 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 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, this account has been canceled.
Moving forward, you will no longer be billed or invoiced for these 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 associated with
the addition and billing of the 1&1 MyWebsite Hosting package to your
account.
Recently, we have come to the realization that a 3rd party
sales team we used had been adding unwanted features to customer accounts
without their consent.  We have since terminated their working contract
with 1&1 Internet Inc., and we are investigating all added services applied
to accounts by their agents.  If you had not contacted us in regard to
this matter, we would have eventually researched your account, and refunded any
associated charges. 
According to our records, one of our Solutions Team agents
spoke with you, and confirmed the cancellation of the MyWebsite Hosting package
under your account. Aside from that, we are refunding you the charge of $59.88,
which was associated with this particular feature. Please allow 3-5 business
days in order for this refund to be processed to your credit card. We will also
make sure to clear up any additional dispute information that we may receive
from [redacted].
Moving forward, you will no longer be billed for any
services associated with the MyWebsite feature.
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:
I called in to your company to resolve the issue last week and was issued case ID [redacted]. All the details that you would require were taken from me when I called in. Would appreciate my credit card being taken off the account at the earliest, the number was given when the case was opened.
Regards,
[redacted]

[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 our Collections Team.
 
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 has not, and will not, affect your credit.  As well, we are wiping clean the outstanding balance of $36.83, that you have with either FMA or 1&1 Internet Inc. 
Regarding notifications being sent to you about the issue that had occurred, our records indicate that all emails would have been sent to the address of: [redacted]. Along with that email address, the phone number that was last provided under this account in which we could contact you was: ###-###-####, and it is not currently in service. Since we are a web hosting provider, our main point of contact are emails and phone calls. The emails that we attempted to send were in regard to a declined payment that occurred on 4/21/15. Since the payment was left outstanding for an extended amount of time, the account was eventually canceled on 1/2/16. As a courtesy to help keep our customers from easily losing their domain(s), we renewed the domain name: [redacted] in your name for an additional year on 8/22/15, prior to the account cancellation. Due to the cancellation having occurred, the domain name: [redacted] was not able to be registered in your name for another 12 months on its renewal date of 8/22/16. The status of the domain at this time makes it so that it can only be reactivated by you, through 1&1 Internet Inc., since the domain had expired within our system recently. It is not up for public sale.
 
At this time, the easiest way to reactivate the domain, would be to set up a brand new account, either online at 1and1.com, or over the phone with our Sales Team. Our Sales Team can be reached by phone at: ###-###-####, or via email to: [redacted]. Once the new account has been activated, please feel free to contact me for further assistance via email at: [redacted], and I would then be able to have the domain: [redacted] added free of charge for the next 12 months to the account.
 
That being said, I will see if our Quality Assurance Team can find and monitor your call, in order to take the appropriate actions with any agents that may have been unprofessional towards you.
 
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

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.  It is amazing how a company can change their ways once the Revdex.com is involved.  1and1 customer support and tech support was unwilling to help me at all until you got involved.  Thank you for your help.
Regards,
[redacted]

Dear [redacted] (Customer ID
# [redacted]),
 
I sincerely apologize for any
inconvenience that has been caused here.
 
After investigating this matter, I have found that everything
from our Tech Team’s side works, and the assistance they provided was beyond the
normal scope of support, as they installed the wordpress application for you. This
was done in order to make sure that the installation was successful, which it
was. They were also able to confirm that everything from the customer side
works as well, such as connecting to the server through FTP. The errors you had
referenced with our Tech Team seem to be associated with your developer, whom you
said we cannot contact due to the time zone they are located in. We offered a
work around to this issue which was to point the domain name back to the root
directory, however, you declined this option. If you do not want us to resolve
this issue by making the change that was suggested, then we are unable to
troubleshoot your problem any further without help from you and your developer.
We have explained that your developer may be running into issues by using wrong
credentials, having his IP blocked or possibly having a firewall/antivirus in their
computer which prevents his FTP from connecting to the server. Once again, this
is something that the developer would have knowledge of, or access to since the
error is occurring on their side, not yours. If our Tech Team was able to
contact him, this matter could be troubleshot properly, and with that
everything would be resolved for you.
 
That being said, due to the inconvenience on the phone, we
would still like to offer you something. We are refunding all 3 invoices which
have been generated under your account, and have issued 6 free months of
hosting to both of the Unlimited Hosting packages. With those free months being
applied, the hosting portion of Contract ID # [redacted] is now covered free of
charge up until 1/9/17, and the hosting portion of Contract ID # [redacted] is covered up until 11/11/16.
Please allow 3-5 business days for the refund of $24.75 to be processed to the
credit card on file.
 
 
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 will automatically renew your contract and bill you without the ability to discontinue the contract before the renewal date. And unlike other services, where if they don't get their money upon renewal, they close your account and cancel your service, 1 and 1 will charge you regardless and threaten to send you to collections if they don't receive it.
Though some would say this isn't a bad thing, it IS when they will not let you cancel the renewal of the contract before the due date. Depending on the service (in my case the MyWebsite Plus package) they've made the option unclickable, and getting through customer service is nearly impossible. Worst yet, they will send you to collections ASAP with no other recourse than to pay their balance, even when you've attempted to cancel. I have made numerous attempts to get 1and1 to cancel the contract and expunge the invoice since December 14, 2015.
I will never suggest this company for this and will warn anyone looking for web hosting about this company. These people are trying to rob me blind and they won't give me any other recourse. $259.88 is what they're trying to steal from me, and they'll try to force it out of you if you sign up with them.

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has been caused here.
According to our records, I see that one of our Solutions
Team agents reached out to you, and informed you that the issue which occurred has
been resolved, as the balance of $49.00 that was outstanding for the SSL
Certificate has been waived, and the feature itself canceled, since you no
longer wanted it. Your account is fully functional at this time.
Due to this inconvenience, we
have also issued you an additional 3 months of service to be added to the
length of this particular hosting package contract.
Once more, we apologize for any inconvenience that you have
experienced.
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 to another provider.
 
At this time, the domain name: [redacted].info is active, and
the Whois contact information has been changed so that any domain transfer
information/authorization will be sent to the email address of: [redacted]com. We have also
applied a credit to your account so that you are not charged for an additional
registration fee prior to the transfer taking place.
 
That being said, there are no locks or restrictions on your
account which would keep you from transferring your domain name away, you just
simply need to contact the provider in which you want to move it to, and initiate
the transfer from their side. Afterwards, we will be able to release the domain
via a transfer to that other registrar.
 
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