1&1 Internet, Inc

Dear [redacted] (Customer ID # [redacted]),This is a follow up in regards to your webspace issue. I see that you have been in contact with my TechnicalSpecialist [redacted], and that this particular matter has been discussed andresolved accordingly. Please note, that should any other technical issues occurmoving forward, [redacted] would be able to assist you further. Once more, we apologize for any inconvenience that has beencaused here.  [redacted]Customer Care1&1 Internet Inc.http://www.1and1.com

Dear [redacted] [redacted] I sincerely apologize for any inconvenience associated with your account.   Regarding the issues that you had when contacting us over the phone, unfortunately,...

we are currently working with a new phone system, and have been experiencing some bugs which our System Administrators are working on having resolved as soon as possible.   Our records indicate that you had spoken with my colleague Patrick in the Solutions Team, and that he has since had the outstanding balance of $33.94 pulled and waived from our Collections Team.   Aside from that, I see that the domain name: [redacted] is currently redirecting to the website of: follmanassociates.com as you had requested. In reference to any emails associated with either of these domain names, there are no email services provided to you under this account, so you would have to contact your email provider regarding any possible email issues that you may be experiencing.                                         ...⇄ Moving forward, should you require any additional assistance, please feel free to contact us here in the Solutions Team by 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 cancellation of your 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 $ 71.55, 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 this
service.
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.
Per your request, we are pulling and waiving the overall
balance of $37.29 from our Collections Team. Unfortunately, even though the
domain name: [redacted].com had been paid for in the amount of $0.99 on 8/3/15,
the outstanding balance associated with the domains: [redacted].com, [redacted].com,
and [redacted].com, from an invoice dated 10/29/15 locked all domains within
Contract ID #[redacted]. This is an automated process within
our system, that locks any and all features associated with any contract under
an account that has an outstanding balance lasting longer than 30 days.
Regarding this balance being cleared, please allow 2-3
business days for the billing flag to be removed from your account. Afterwards,
there will be no locks or restrictions on your account which would keep you
from transferring your domain names away, you will just simply need to contact
the provider in which you want to move them to, and initiate the transfers from
their side. Since all domain registrars are competitors of one another, we
cannot assist you with finding or selecting a new domain provider. As you are
the sole owner of these domains, this decision would rest entirely with you. Once
the transfers have started, we will be able to release the domains via a
transfer to that other registrar. The act 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.
For your records, listed below are the authorization codes that you will
also need in order to transfer your domains.
[redacted].com - authorization code: [redacted]
[redacted].com - authorization
code: [redacted]
[redacted].com - authorization code: [redacted]
[redacted].com - authorization code:
:[redacted]
[redacted].com - authorization code: [redacted]
Any additional assistance with transferring your domain
names away, before or after the billing lock is lifted, can be handled through
our Tech Team. They can be contacted by phone at: ###-###-####.
When transferring your domains away to another provider, 1&1
Internet Inc. is not responsible for any fees that are required for the
registration to be moved. However, the new registrar will honor the remaining
time that you have under each individual domain. In your case, the domain: [redacted].com
is still registered in your name up until 7/28/16, so any charge by the new registrar
would occur sooner than later, as they would then add an additional year in
your name up until 7/28/17. This essentially means that you are not being
charged any extra, as you would be charged for that same 2016-2017 registration
if you were to keep the domain name with us. In this particular case, since we are
waiving the balance associated with the registrations of: [redacted].com, [redacted].com,
and [redacted].com, you have them in your name and covered free of charge up
until 10/16/16. Aside from those domains, [redacted].com is currently covered until
9/18/16.
That being said, I deeply regret that you were not able to
utilize our Cloud Server, as these types of services are not always sufficient,
depending upon the needs of the customer using it.
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 functionality of your 1&1 MyBusiness Site Hosting package.
In regard to the service and features that are included
within these packages, we provide you the tools and programs in which you can
build your site easier using click and build applications, and pre made
templates, as opposed to building it from the ground up, as is the case with our
regular hosting packages. Our agents do not physically build it for you, nor do
they connect you with [redacted], they provide you with the information and ability,
to connect to search engines such as [redacted] once you have completed your site, by
following certain stated guidelines and actions within your account. Along with
that, the website traffic would tie into the search results that you set up as
well, since we cannot force people to visit websites.
Referencing the phone calls
that you receive, that is something that I can only apologize for, however, I
have had you added to the “Do Not Contact” list to ensure that these outbound
calls are no longer made to you.
At this time, our records indicate that you have this
account set to cancel on 5/11/15, so we are issuing enough free units to your
account in order to carry you through, free of charge up until that date.
That being said, we are refunding you for all 5 invoices that
have been billed under this account in association with the MyBusiness Site Hosting
package since it was set up last year. You will receive a total amount of $314.84
back to your credit card. Please allow 3-7 business days for this refund to be
processed.
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 in regard to switching packages.
 
Our records indicate that the Billing Agent you spoke with
this morning, informed you of the refund in the amount of $41.96 which has
already been applied and processed through our system. This amount is the
pro-rated refund issued towards the 2/27/14 invoice in the amount of $52.38,
which was the refund referenced to you, after the first initial Hosting Package
change took place. Those funds ($41.96) should have been re-applied to your
credit card by your bank or financial institution at this time. The most recent
invoice under this account generated on 4/5/14, in the amount of $37.13, which
was associated with the change from the Basic Package, to the Performance Package.
That balance was never charged, and was waived by the Cancellation Team due to
you having canceled the package. However, within this invoice, the $59.88
charge you received from the invoice on 3/30/14, was applied to the new overall
balance as a refund, which is why the 4/5/14 was such a low price before it was
waived. I know that the invoices and description can be confusing, I apologize,
it is due to all of the changes that had occurred, and those recent charges
having the refunds applied to the new charges.
 
In order to better assist you with this unfortunate
situation, aside from the $41.96 refund which we have issued, I am also refunding
you an additional $128.85, which is from all 3 invoices you had been billed in
2013.
 
2 x $41.94 (Invoice dates: 2/27/13 and 8/26/13),
1 x $44.97 (Invoice date: 10/26/13)
 
I hope that this helps alleviate some of the frustration
that has been caused here.
 
Once more, we apologize for any inconvenience that you have
experienced.
 
 
[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 the domain name: [redacted].com
In regard to the voicemail I left the other day, and our
email correspondence, I can confirm that the domain name: [redacted].com has
been removed from the incorrect account, and has now been successfully transferred
into the account of [redacted] under Customer ID # [redacted].
Please feel free to contact us here in the Solutions Team by
phone at: ###-###-####, or via email at: [email protected]
should you require any additional assistance.
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.
 
In regard to our automatic renewal feature, this information
had been mentioned and was agreed to at the inception of this account. Aside
from that, 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 domains are no longer required.
 
That being said, 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 since been
cancelled.  You will no longer be billed or invoiced for this service in
the future.
 
Once more, we apologize for any inconvenience that has been
caused here.
 
Thank you.
 
[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:
We want a refund of $2000, it is more close to the truth. We had a huge loss of income during downtime and it was not a first time we experienced a downtime because of 1and1. We had the same problem back in November, we were out of business for 10 days that time.
We have lost ranking in search engines, paid technicians to try to solve problem and at last we lost income from sales on our sites.
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has occurred with the invoice which had generated for your
domain order.
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. Our System Administrators are working on
having this matter resolved as soon as possible.
My records indicate that one of my colleagues here in the
Solutions Team has already reached out to you regarding this issue. For the
records of this complaint, listed below is one of the comprehensive emails sent
to you by them, regarding your options to keep the domain name at this time or
to cancel the account.
……………………………………………………………………�...⇄ /> Dear [redacted] (Customer ID: [redacted]),
Thank you for contacting us.
I apologize for any inconvenience caused in this
matter.  It appears there was an error with the initial invoice and
the regular registration rate was applied for
[redacted].com.  I have issued a refund for the $15.17 charge in full.
Please allow 3-5 days for the refund to post to your payment
method.  It should not take that long to receive the
refund but if you do not receive it within that time please
advise in reply.
 
If you do not wish to retain [redacted].com we can, with your
permission in reply, set the entire account and the
domain to cancel immediately.  You would have the
option to maintain the domain for 60 days from the initial
registration date, 10/30/15, then transfer it to a new
registrar to maintain ownership of the domain. 
However if you would prefer immediate cancellation please
advise in reply and we will proceed with the
immediate cancellation of your account.
Thank you for your patience in this matter and again I
apologize for any inconvenience caused.
If you have any further questions please do not hesitate to
contact us.
 
Sincerely,
John K[redacted]
Solutions Manager
1&1 Internet Inc.
……………………………………………………………………�...⇄ />  
That being said, your refund of $15.17 had been processed
back to your credit card on 11/20/15.
After researching all previous correspondence, I see that
you had informed my colleague that you would be waiting until the initial 60
day ICANN regulated domain registration period has passed on 12/30/15, in order
to transfer the domain: [redacted].com to another provider. Please contact us via
email to: [email protected] at that time, so
that we can make sure there is no longer a domain transfer lock on the account,
and provide you with your domain authorization code (also available within your
Control Panel), so you can move it to a new registrar. Once the domain transfer
is complete, we will immediately cancel this account, and all information
associated with it.
Moving forward, there will be no other invoices generated
during this waiting period, as this domain is the only billable feature, and is
currently covered free of charge up until 10/30/16.
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 associated with the referenced domain order.
Regarding this matter, it was previously brought to the attention of our Legal
Team when you had initially contacted our Board of Directors. After conferring
with our Legal Team, I have been advised to inform you that they will continue
to handle your case, and contact you within the week to discuss what can or
cannot be offered under the circumstances of this unfortunate situation.
At this time, there is nothing further that can be done here
within the Solutions Team, as the Legal Team is the highest form of customer
escalation for the amount of compensation you are looking to obtain.
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

[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 do find it odd that they continue to refuse to write a letter stating I was in good standing and the owing balance was confusion on their part.  Regardless of if it will show up on a credit bureau or not, a letter is a simple thing to do and their continued refusal to write one shows me exactly what kind of company they are and I am sorry for ever being involved with them and will tell every professional I know my experience.  
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with this account.
In regard to our conversation this morning, this confirms that we have canceled
all of the extra features under this account. At this time, only the Unlimited
Hosting package, and the domain name: [redacted].com have been left active
within your account. The hosting service is billed at $8.99 per month, and the
annual registration of the domain name is included for free within your hosting
package.
Due to the inconvenience that had been caused by this, we
are refunding all of the invoices which have been charged during the life of
this account. Please allow 3-5 business days for a refund in the amount of
$370.15 to be processed to the [redacted] address of: [redacted].com.
In order to assist you further with this matter, I have also
canceled both of the other accounts that were in your name and had not been
utilized. Each of these accounts had been charged a total of $250.75 each,
totaling in the amount of $501.50 between them.
That being said, you will receive a total refund in the
amount of $871.65 between all 3 of these accounts, within 3-5 business days.
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 account.
According to our records, it
seems that my Technical Specialist Tristan whom you have been speaking with
today, has taken care of this matter for you, in order for the DNS settings to
work properly again.
In addition to that, we are going
to refund your most recent invoice in the amount of $19.99.  Please allow 3-7 business days for this
refund to be processed to your credit card.
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 associated with this account.
According to our records, we have not physically debited a
payment from your bank account, in just over a year, as the last payment that
had been received under this account occurred back on 6/10/13.
In order to assist you with this, 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 $ 78.91, 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 is being
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.
 
[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 received an email from our new hosting site at 1:23pm today stating that our transfer has been rejected because they there was no response from the email associated with our domain, [redacted]. This has been the problem all along. Although I have been reassured numerous times, dating back to dec 17, 2014 and as recently as jan 7, 2015, that this issue has been resolved and all correspondence has been sent to [redacted] Clearly that's not the case.
 I called 1&1 and spoke with Jane right after receiving said email. She stated that the email on file was [redacted]   I asked to speak to a manager or someone "higher up", I was transferred to the [redacted] contact. They answere the phone, when I state who I was and the reference to my call, they quit replying to me. I could hear them and I checked to be sure my phone was not on hold, it was not. They ignored me and the call was dropped. 
Although I accept the payment waiver and appreciate it, this issue is still not totally resolved, as I demand the transfer take place and the email address be corrected to [redacted] I have requested this ,ore than a dozen times now to no avail.
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),   I sincerely apologize for any inconvenience that has been caused here.   Our records indicate that the domain name:...

mowedev.com had previously gone down because the DNS was not properly configured originally, as the C-Name was not pointed to the correct sub-domain. I can confirm that the domain name: mowedev.com is resolving to your web hosting provider correctly at this time. Along with that, we can see that since you had last contacted us on 4/28/16 and addressed this matter, there has been no further interruption or downtime.   Due to the inconvenience caused, we are refunding both invoices that have been generated under your account. Please allow 3-5 business days for a refund of $7.14 to be processed to the payment method on file. Moving forward, if you require any additional assistance regarding your domain name, please contact our US based Domain Administration Team via email to: [redacted].   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

Dear [redacted] (Customer
ID # [redacted]),
I sincerely apologize for any
inconvenience associated with this account.
For the records associated with this complaint, listed below
is a copy of the email that I had sent to you on 2/19/16 regarding this matter. 
……………………………………………………………………�...⇄ /> Dear [redacted] (Customer ID: [redacted]),
Thank you for contacting us.
I sincerely apologize for any inconvenience that has
occurred here.
In regard to the voicemail I left, this email confirms that
we have pulled and waived the balance due from collections.  You will no longer be required to make this
payment in order to reactivate the domain names: [redacted].com and
[redacted].com.  However, due to the
current status of the domain names being in the Redemption Period, there is no
physical way to transfer them to another provider, until they are first
redeemed in your name through 1&1 Internet Inc.  In order to do this, we must open a new
contract under this canceled account, for the domains to then be reactivated
under.  Due to the billing issue that had
occurred under this account before the cancellation took place, we would need
to update the payment method on file in order to physically process the
reactivation.  I understand that you may
be hesitant about this, however, it is a system limitation that I cannot
bypass.  I can assure you though, and it
is now documented within this email, that we would not be charging you for any
of these services, as I will apply a credit to the new contract, if it is
opened, so that the 2016-2017 registration/reactivation fees are covered free
of charge.  Once the domain names would
be reactivated, you could then begin the process of transferring them to the
provider of your choice.
Please feel free to contact me for further assistance so
that we can get this matter resolved as soon as possible.  I can be reached via email at:
[email protected], or over the phone at this number: ###-###-####. 
Once more, we apologize for any inconvenience that has been
caused here.
Thank you.
Sincerely,
David M[redacted]
Solutions Manager
1&1 Internet Inc.
……………………………………………………………………�...⇄ /> After having received an email response from you in
reference to the above email, and my follow up to that, you and I are currently
corresponding to make sure that everything is processed correctly. Please
continue to contact me so that I can resolve this matter for you as soon as possible.
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 the information they provided is just plain false. This complain is a matter of principal and not a bout the $0.99. It seems that 1and1 handling most of their customers with the same way.
I will explain:
I personally unlocked the domain on 3.19 and set the WHOIS privacy settings to public on the same day. They claim 12-24 hours for the change to get into effect. When I called after 24 hours they said it is actually 48 hours... even after 5 days not until I complained to Revdex.com and ICANN that they released the domain.
I am attaching two files:
1. the log file to show the domain was locked by them and WHOIS privacy settings were not changed.
2. Email from their customers services acknowledging the "problem" is on their side.
To put that bluntly their response is just a lie in order to close this dispute.
I expect a serious business not to lie to customers, or the Revdex.com.
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:
1. The business should clearly outline the cancellation procedure when we sign up for the service. It was clear that the support services team did not know the cancellation policy and misguided me on the process. As someone who travels frequently, I would prefer to do business with a company where cancellation procedures are not cumbersome.
2. I disagree with the business that you have to contact each department separately. Once we contact support or customer care team, they should be able to resolve the issues faced by the customer. Otherwise, they are simply a post box and not a customer care team. 
3. My last issue is that I wrote to the complaints department and never received a response from them.  The business should respond without the customer having to escalate the process of seeking clarifications.
That said, I am happy with the refund but not with the service level and response. 
Regards,
[redacted]