1&1 Internet, Inc

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has been caused here.
In regard to the conversations that we have recently had in
reference to this matter, everything has been resolved at this time, as the
account holder information is back under your name, and we have regained access
into your account for you with the new password that I provided to you this
morning.
 
Due to this inconvenience, we
have refunded you 2 invoices, the first of which in the amount of $394.73 processed
to the credit card on file yesterday (1/19/15), and the second invoice in the
amount of $263.00 which I submitted through our system earlier today, will
process within 3-5 business days.
Moving forward, please feel free
to contact me again through my personal work email should you have any other
questions or concerns.
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

[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:
What happens if I wait until after 8/22/15? What if I don't have the money to do that right now?
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is more than satisfactory to me. Thank you for the response and actions taken.  
Regards,
[redacted]

Dear [redacted],
We are more than happy to look into this matter for you, however, there was not
enough information provided for us to properly research and assist you. In
regard to the problem that you have brought to the attention of the Revdex.com, since there is no account listed
under your name, this means that someone has been able to obtain your credit
card information, and added it to an account somewhere within our organization.
We would only be able to track down the charge in question by searching our
system/records with the credit card number that has been physically
billed.  Once we have received that info,
we can find the account in question, and this unfortunate situation can be
resolved.  
We apologize for any
inconvenience that has been caused here.
Thank you.
Dave 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.
 
Per your request, we have unlocked your account so that you
have full access to the domain names and anything associated with them.
 
Along with that, we are waiving any said balance associated
with the Chargebacks that had been issued, and refunding the previous 4
invoices, each in the amount of $14.99. Please allow 3-5 business days for a
total refund in the amount of $59.96 to be processed to the credit card ending
in “6589”.
 
That being said, should you decide to transfer your domain
names away, there are no locks or restrictions on your account which would keep
you from doing so. To transfer them, you will just simply need to contact the
provider in which you want to move them to, and initiate the transfers from
their side. Once this has started, we will be able to release the domains via a
transfer to that other registrar. The process of transferring a domain can last
between 3-5 days, which is a process that we do not have the ability to
expedite, as it is ICANN policy that can cause this waiting time. Please note,
that any emails or other information associated with the domains will need to
be backed up on your side so that they remain available to you after any
transfers take place.
For your records, listed below are the authorization codes that you will
also need in order to transfer your domains.
 
webmatecreative.com - authorization
code: [redacted]  
luxuryissue.com - authorization code:
[redacted]
theautoissue.com - authorization
code: [redacted]
 
If you end up requiring additional assistance with
transferring your domains away, please contact our Tech Team 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

[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 first comment on Revdex.com, because 1and1 commented on that in their letter to me.
 I want to thank Revdex.com to take on the case.  Because of that I have received several letters addressing the matter by 1and1.  This did not happen before that dispise I had emailed them around 20 emailed, always keeping a professional and civilized tone.
I am living overseas, and  I got the impression 1and1 means Revdex.com are for US businesses, but even so they are willing to  respond. I think the matter concerns business in the US to a very large degree and about very important matters for other US based businesses. In my opinion a bad treatment of customers over the internet by one company can jeopardize  other US businesses.
I have received several letters from 1and1. They have written me and told me they have cancelled all my accounts with them and they will not charge me any more. That is of course a good thing. It remains to see wether they will keep this promise.
I have also received pdf files where the company has made invoices showing they have cancelled the invoices. That is a good thing. However they have already charged my credit card, and I have not actually seen any money.
Regards,
[redacted]

Dear [redacted] (Customer ID
# [redacted]),
I sincerely apologize for any
inconvenience that has been caused here.
We are very sorry if the service that you had received here
or from any of our agents was less than satisfactory, and I will bring this to
the attention of our Quality Assurance Team, so that we can hopefully avoid any
issues associated with this in the future.
Regarding your email matter, I have had my System
Administrators investigate this referenced issue further. They have informed
me, that you or someone else that may have access to your email settings, are
either manually deleting mail, or have a client set up that is deleting
messages. Through their research, the records of emails that had been deleted
within the last 7 days (as that is how long our backups are saved for) were
found to have been marked as “Removed In Store”, or “Deleted”. The "Removed
In Store" messages are for emails in the trash folder, and the mail
servers periodically "clean up" emails in this folder. The "Deleted"
entries will only appear in two situations:
1) The customer has deleted a message via webmail or a
client.
2) Their client automatically deletes mail or is set up to
remove messages as they are marked as "read" or something similar.
Due to these circumstances you would have to check your
configuration, as we have no control over something of this nature. Along with
that, as a courtesy we retain backups of emails for up to 7 days from the
physical date of their deletion, however, we do not permanently store all
emails during the life of the account.
That being said, we would still like to offer you something
due to this adverse situation, and have issued refunds for the 3 invoices that
have been generated since December of 2014. Please allow 3-5 business days for
a refund of $269.46 to be processed to the payment method on file.
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 cancellation of your account.
In order to assist you with this, at your request the
account in question has been canceled. The balance of $14.97 has been waived.
Moving forward, you will no longer be billed or invoiced for this service,
since the 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

One of the worst Domain Name Providers, made charges to my account with out my permission claimed I flipped a flag online. They should be audited on their practices, seriously do business with anyone else do not give them any billing information they will misuse it and claim they are in the right. My concern now is if their customer service department actually cancelled the account or not. These guys are a joke

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has occurred here.
Unfortunately, at this time, there is nothing further that
can be done in order to expedite this matter. As previously mentioned by other
agents, it is currently being worked on and investigated by our System
Administrators in order to have this service properly working for you as soon
as possible. However, I was able to at least gather more of an expected time
frame for you, in regard to when the issue will be resolved. Our Administrators
believe that the matter at hand should be completely rectified within the next
1-2 weeks, but no later than your deadline of 11/14/14. Along with that, my
records indicate that our Solutions Team manager Joseph Q[redacted] had reached out
to you on Tuesday, October 21st, in order to discuss this situation
with you as well.
That being said, due to this inconvenience, we are refunding
you in the amount of $600.00, even though your request to receive that as
compensation was only if this issue was not resolved by 11/14/14. Please allow
3-7 business days for this refund to be processed. On top of that, we are also issuing
6 free months of hosting to your Developer Package. This means that you will
not be billed again for the hosting portion of your account until 7/4/15.
Our System Administrators will be in contact with you
regarding this matter to inform you of any updates which lead to this problem
being corrected.
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

Back in February, I made the mistake to fall for a 0.99 offer of 1&1. 28 days later I received a notice for an upcoming charge of 14.99.
I cancelled the contract and my account (prior to the due date of the upcoming charge for a product I did not order or use) removed Paypal and contacted the phone support.
The phone agent told me that they will remove the charge.
A while later I received a payment reminder. At this point, I did not have access to the cancelled account anymore. Again, a phone agent told me not to worry and that the account was closed and no payments due.
I also replied to their email and they wrote back: "This account is already closed".
20 minutes ago, I received a threat they would give the case to collection agency.
Complaint is filed. Looking at the unusually high number of complaints all I can say is: Don´t do business with this people. They are shady and disorganized and it´s not worth the trouble. Their offer is not even special and all other companies I have and had websites with do not act this way.

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any inconvenience associated with
the billing and cancellation of the 1&1 MyWebsite Hosting package. 
In order to assist you with this particular matter, we have
completely canceled the MyWebsite Hosting package and account.  During the
life of this account, you had been billed for 5 separate invoices, each in the
amount of $89.97, totaling an overall amount of $449.85. Due to this unfortunate
situation, we are refunding you all of the charges that had been debited in the
amount of $449.85. You will receive this refund to the credit card on file
within 3-7 business days.
Moving forward, you will no longer be billed for any
services associated with this account, since it is 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

Dear Mathew N[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 our automatic renewal feature, emails are sent
out at 60, 45, and 30 days prior to any and all domain renewals in order to
give you ample time to process a cancellation if certain or all domains are no
longer required. Every company operates differently, and this is done as a safety
measure for our customers, so that they do not easily lose a domain name over a
single declined payment attempt.
In order to assist you with this matter, 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 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 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 cancellation of this account.
The reason that you have been billed again is because the
initial cancellation that you had processed online in February and March of
2015 was only for the extra Email Packages and some of the domain names
associated with the account.  Due to this, the hosting package continued
to be active along with the remaining domain names.
In order to assist you with this matter, we are waiving the
outstanding balance of $29.97, and have issued an immediate cancellation for
all services under your account. Along with that, we are refunding the last
invoice that was successfully debited this past March in the amount of $35.79. Please allow 3-5 business days for this refund to be
processed to the credit card ending in “2002”.
Moving forward, you will no longer be billed or invoiced,
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

[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:
Talking about unethical and illegal business practices!!!!
My accounts were cancelled because of unethical business practices, and now they have continued and are now hurting my company.  I registered my domains with 1and1 then due to their negligence of handling my account I had to cancel so that I could transfer the domains to [redacted].  Instead of cancelling them, like they are suppose to, they transferred ownership from myself to [redacted].  The unethical part of this is that 1and1 is a subsidiary of [redacted] who is member of [redacted] and interestingly enough, so is [redacted].  So now instead of my having the domains, I REGISTERED, for my not-for-profit organization that helps Volunteers help the needy...  their company is squatting on the domains.
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the cancellation of this account.
The reason that you had been billed was because the initial
cancellation that you had processed was only for the domain name associated
with the account.  Due to this, the hosting
package remained active and 2 invoices had generated prior to when you completely
canceled this account on 2/9/15 with an agent in our Cancellation Team.
As was confirmed with you by a member of our Solutions Team on
2/10/15, this account has been canceled, and a refund of $59.98 was being
processed. Our records indicate that earlier this morning we processed your
refund to the credit card ending in “[redacted]”. If these funds are not yet
available to you, there may be up to a 24 hour holding period before these
funds are released by your bank or financial institution.
Moving forward, you will no longer be billed or invoiced for
any services, 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 caused here.
In regard to the voicemail that I left, there unfortunately is
no option available to change the billing date/billing cycle for your hosting
package, as it correlates to the date of inception for the account.
According to our records, this account was set up in April
of 2008, and the hosting portion of this account has billed in 6 month increments
every April and October since. Email notifications are sent out prior to the
attempted charge of service. In your case, the email address that we have on
file is: [redacted].
Referencing your most recent invoice (#[redacted]), an email was sent to
you on 4/20/15 stating that we would be charging you for the next 6 months of
service, the attempted charge declined on 4/22/15, at which time another email
was sent stating that the payment had not processed. We have since been able to
process the payment from the contact you made with our Billing Department
yesterday (5/6/15).
That being said, in order to assist you with this further, I
will refund this most recent charge of $52.38, which means that you will be
covered free of charge up until 10/20/15. Please allow 3-5 business days for
this refund to be completed and returned to 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

Thank you for the confirmation of sending the paperwork to the legal department.
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]
 
I sincerely apologize for any
inconvenience that has been caused here.
 
I have had my Technical Specialist investigate this
referenced issue further. They have informed me, that you or your web developer
have created your own website regarding the domain name: [redacted]. This
means that any text within the website that is or is not working properly,
would be associated with the website design and or coding that has been done by
you or your web developer. We do not have the ability to support or
troubleshoot 3rd party code/coding, as the design/s that are being
utilized may not be compatible with the features/products that we have provided
within our Hosting Package to you.
Unfortunately, due to this, we have no control over whether
your coding/website design is working as you believe it should.
 
That being said, we would still like to offer you something
due to this adverse situation, and have issued 6 free months of hosting to your
account. With those free months being applied, your hosting package is now
covered free of charge up until 11/28/15.
 
 
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 domain name: [redacted].com.
 
As per your correspondence with my colleague Matthew of the Solutions Team, this
domain has been completely restored to your account. We have also applied a
credit in order for this reactivation to be processed without any additional
charge to you. Once the 60 day waiting period has passed the initial date that
it had been registered with 1&1 Internet Inc., you will be able to transfer
your domain [redacted].com to the provider of your choice.
We appreciate your patience and time spent working with us
in order to resolve this matter for 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