1&1 Internet, Inc

Complaint Detail
Hello I signed up for a website thru 1&1 . then within a few hours I cancelled the site I called them even got emails telling me that I had cancelled and was all go to go. Then over the weekend I got two billing thru [redacted] which goes thru my debit bank card . I got...

charged $9.99 and a $12.99 I did put in a complaint with [redacted] too. This is such wrong ..
Desired Settlement
And also not to have such practices like this once a person cancels the service all info should be gone ..I am very upset by this practice
Desired Settlement: Refund

Dear [redacted] (Account Holder - [redacted]/Customer
ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the cancellation of this account, and the balance
being sent to collections.
Regarding this matter, for the security of our customers we
do not cancel accounts via email.  This is done to ensure that a
Non-Account Holder cannot maliciously cancel services that do not belong to
them. 
In order to assist you with this issue, we are canceling all
services, and 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.
Moving forward, you will no longer be billed or invoiced for
any services, since this account has been completely canceled.
Once more, we apologize for any inconvenience that has been
caused here.
Thank you.
 
David M[redacted]
Customer Care
1&1 Internet Inc.
http://www.1and1.com

Dear [redacted] (Customer ID #[redacted]),
I sincerely apologize for any
inconvenience that has occurred with this canceled account.
In regard to the refund you have mentioned, the reason that
you have not received it at this time, is because you disputed the charge with
[redacted], while we were in the process of reversing the invoice, so that you
would be refunded in full. Essentially, the dispute stopped the refund that we
were in the process of issuing to you. At this time, we are letting go of the
dispute on our end, and you will receive the refund of $ 76.98 within 3-5
business days through [redacted].
Unfortunately, newly purchased domains cannot be transferred
from the company that they are registered with originally, to another provider until
after at least 60 days. This is not a 1&1 Internet policy, this is followed
and governed through the rules and regulations of ICANN, the over governing
power of all domains.
That being said, please allow me to explain the processes
and policies that ICANN has set in place in reference to the immediate cancellation
of domain names. Once a domain name has been completely canceled off of your
account, you have a 30 day window in which to reactivate it, should you decide
to keep it. This reactivation can only occur through the original registrar
(1&1 Internet). After this 30 day period, ICANN passes the canceled domain
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 with 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.
As previously mentioned, this account has been canceled, however,
since domains are registered 1 year at a time, and they have not been set to an
“Immediate” cancellation, the domains are still in your name under this account
until they expire in October of 2015. In other words, at this time, if you were
to wait until they have hit the 60 day mark from when you registered them with
1&1 Internet, you would then be able to transfer them to another provider,
free of any restrictions associated with the ICANN rules and regulations.
However, if you were to set the domains to an “Immediate” cancellation, you
would have to wait even longer than the 60 day transfer of provider mark, to
order them through another company, and could risk losing them if ICANN decides
to auction any of those said domains.
There is no possible way for us or any other registrar to
override these ICANN processes and policies.
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] [redacted]
I sincerely apologize for any
inconvenience associated with the billing of your canceled account.
 
In regard to this particular matter, our records indicate
that your hosting package and domain: [redacted], had renewed for another year
on 11/7/13. Notifications in regard to the upcoming renewal were sent prior to
this action. You then canceled your account on 12/9/13. Through that
cancellation taking place, a pro-rated refund of $54.41 was processed to your
credit card as of 12/16/13. Even after you received that refund, you disputed
the charge with your Bank or Financial Institution. With that taking place, you
were then refunded a second time, for the whole initial payment of $74.87, on
top of the pro-rated refund you had already received. Due to that, it opened up
a balance again since everything had been processed correctly before the disputed
charge.
 
That being said, we do not want to inconvenience you through
this situation, and as a courtesy to resolve the issue at hand, we have cleared
the balance, and dropped the dispute on our end. Moving forward, you are no
longer responsible for any payment being made to 1&1 Internet, and 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.
 
David Mattis
Customer Care
1&1 Internet Inc.
http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has occurred with the WHOIS information listed for some of
your domains. 
Our records indicate that on 12/10/13, you had set 16
domains to “Soft-Expire” within your account. A “Soft-Expire” means that the
domain will expire (cancel out) instead on renew, at the end of its
registration, as opposed to setting the domains to “Delete-Close”, which would
process an immediate cancellation. At this time, 12 of those 16 domains have
reached their expiration date and are no longer active under your name. Upon
further research, I have found that you contacted us yesterday in order to
remove the WHOIS info that is currently listed for the remaining 4 domains: [redacted],
[redacted], [redacted], and [redacted]. Our agents informed you that the
domains would have to be completely canceled for your request to be processed. The
reason that the info for these domains had been previously set to “Private” under
the WHOIS records, and now show your info as “Public” is due to the change that
you had made. Whenever a domain is set to “Soft-Expire”, it is because the
owner of that domain either has decided to no longer use it at the end of the
current registration, or they are planning on transferring the domain(s) to
another provider. Regardless of the reason, there is an auto-default setting
that makes any “Private” info listed on a domain, change to “Public” within the
WHOIS records once a domain is set to “Soft-Expire”. The reason behind this is
because if you do end up transferring the domain(s), the new gaining registrar
needs to have the ability to read/see your information in order to contact you
properly, and continue/finalize the requested domain transfer. When a domain
transfer is attempted while having the WHOIS info set and listed as “Private”,
it can cause issues if the new registrar is not able to contact the owner of
the domain in question.
Moving forward, since you have made it very clear that you
no longer wish to maintain ownership of the domains: [redacted], [redacted], [redacted],
and [redacted], we will cancel them with immediate effect, so that your
personal information is no longer listed under the WHOIS records associated
with these particular domains.
 
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] I sincerely apologize for any inconvenience associated with your personal information having been compromised.   Regarding the conversation that we had today...

(9/2/16), this email confirms that the balance associated with this fraudulent account had been sent over to our Collections Team in error. This should not have happened, as the account had been marked as fraudulent, and canceled, which means that any balance is considered as invalid. For your records, this has not, and will not affect your credit.   At this time, we are pulling and waiving the balance of $78.91 from our Collections Team, and you will not be contacted regarding this again.   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

[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 domain lock is still on and a transfer has been attempted 7 days ago and still has not passed. I have no access to the lock and cannot transfer my domains out. Your company cleared my registrant details instead leaving only data for the DNS servers.
I am sorry but what you told me about the possibility of transferring out my domains is a lie until my records are restored and I have access to the domain lock code.
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has occurred here with your account.
 
As per the conversation that we
had this morning, we have processed a refund of $131.25 to your bank as of
earlier this morning, and there is an additional refund of $29.97 being
processed as well, that you will receive within 3-5 business days.  Once all is said and done, you will have been
refunded a total of $161.22.
 
I appreciate you having taken the
time out of your busy schedule to discuss this account matter with me today.
 
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],
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, please
send the account/customer ID number listed in the emails you had previously received, or the
[redacted] email address that was associated with the charges in question. Once we
have received that info, we can find the account associated with this
unfortunate situation, and it can be investigated and resolved.  
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. 
Regards,
[redacted]
Thanks you for your help resolving this...

[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]

Complaint: [redacted]
I am rejecting this response because:
Date Filed: 2/24/2015 6:49 PM
I previously filed a complaint with the Revdex.com (http://[redacted]). In 1and1's response, I was promised a refund of $86.54 to my [redacted] account. Here was the exact text from that paragraph: "That being said, in order to assist you, we have also canceled this account (ID # [redacted]), and will be issuing you a refund in the amount of $86.54 to the [redacted] account of: [redacted]. Please allow 3-5 business days for this refund to be processed. Along with that, we have waived the balance of $14.99 associated with Customer ID # [redacted]." A week passed, and no refund was received. The previous complaint was "assumed resolved" and was closed. I called 1and1 on 2/23/2015 and was told I would receive a response the next day. Today, 2/24/2015, I received this response via e-mail: "Dear [redacted] (Customer ID: [redacted]), Thank you for contacting us. We have received an escalated case from the billing team. The credit previously issued by my colleague was not refunded back to the card on file; your account had an outstanding balance because the invoice was not paid, so the credit cleared the balance. Let us know if you need further clarification. Thank you. If you have any further questions please do not hesitate to contact us." In other words, 1and1 was not willing to follow through with the refund.I request the promised refund--not a credit, but an actual refund--and not within "3-5 business days", but immediately. [redacted] refunds are instantaneous: there is no reason the refund can't be issued immediately. I also request a formal apology, because this nonsense has been going on for nearly a year. I'm told my account is canceled, and it's not. I'm promised a refund, and I don't receive one. If I'm told I have to wait for a refund, I'm going to reject the response, because every time that happens, the result is always, infallibly different than 1and1 promised.
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the cancellation of your account.
 
In regard to this particular matter, at your request, the
account has been canceled. We will refund you the most recent invoice from
3/6/14 ($19.98), due to what has happened. Please allow 3-7 business days for
the refund to be processed to the credit card.
 
You will no longer be billed or invoiced for this service in
the future, 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

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with this account.
Our records indicate that the unwanted Business Mailbox has already been
canceled, and a refund associated with this in the amount of $66.92 was issued
on 12/4/15. Please confirm this refund with your bank/financial institution. You
would have been made aware of this action taking place, however, unfortunately
the agent that processed the cancellation and refund did not contact you via
email. I apologize for this miscommunication.
In order to assist you further with this matter, I have
issued 6 free months of hosting to your Business package. Since this service is
currently paid for until 2/3/16, this means that the hosting portion of your
account will now be covered free of charge up until 8/3/16.
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 renewal and billing that had occurred.
 
In regard to this particular matter, our records indicate, just as you stated that the Auto-Renewal feature was set to “Off” prior to the physical renewal date.  This is not typically an issue, it seems that there was a system error which caused for an invoice ($14.99) to still be generated under your account.
 
That being said, in order to
assist you with this, we are refunding you the renewal charge of $14.99. Please
allow 3-5 business days for this refund to be processed to your credit card.
Along with that, we can confirm at this time, that there will be no further
charges for services under this canceled account.
 
Once more, we apologize for any inconvenience that has been
caused here.
Thank you.
 
David M[redacted]
Customer Care
1&1 Internet Inc.
http://www.1and1.com

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with this account.
In regard to the conversation that you had earlier with
Caitlin of my Solutions Team, we have confirmed that this account has already
been canceled.  Along with that, the
balance of $14.99 was waived as of 1/16/15. 
The email that you received on 1/21/15 referencing the check that you
sent in being destroyed was an automated email that is sent whenever we receive
a check, since we do not accept checks as a form of payment. We apologize for
any confusion caused by that correspondence since your check was sent while we
were in the process of clearing your balance.
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

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the domain charges under your account.
Regarding this matter, it is a standard practice for an
additional year to be billed and added onto the current registration of any
domain names that are transferred from a different account, or another provider
to 1&1 Internet. I apologize if that was not properly explained or notated at
the beginning of initiating the transfers to us. Also, your invoice would
typically show the remaining time associated with the domain which had already
been paid to the previous registrar as a $0.00 charge, and then show you the
new charge for the additional year added to it. In this case, it seems that
there was an error in the way that the most recent invoice had been processed,
and the information that should have been displayed.
I am 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.
Due to this inconvenience, I am refunding both invoices that
you have been billed for under this account. Please allow 3-5 business days for
a refund of $45.94 to be processed to the credit card ending in “[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

If you are using 1and1 for your website hosting all of their shared servers from 74.208.4.180 to 205 (these are the ones that I checked) are on the spam email Blacklists and this is causing your emails to bounce back. The cause for this is really simple the receiving server checks those blacklists AND when they discover your sending server (1and1) is blacklisted the receiving server stops the email and bounces it back to you, the sender.
The response from 1and1 is it must be something you are doing, until you send the following info AND then they admit they have a problem. ETR They have NO CLUE, so it essentially shuts down your email.
Here are just two of the 1and1 servers.
LISTED LASHBACK 74.208.4.197 was listed Detail 300 78 Ignore
LISTED SORBS NEW 74.208.4.197 was listed Detail 3600 63 Ignore
LISTED SORBS SPAM 74.208.4.197 was listed Detail 3600 63 Ignore
LISTED SPAMCANNIBAL 74.208.4.197 was listed Detail 43200 63 Ignore
LISTED ZapBL 74.208.4.197 was listed Detail 2100 94 Ignore
LISTED DNS Realtime Blackhole List 74.208.4.194 was listed Detail 300 94 Ignore
LISTED FABELSOURCES 74.208.4.194 was listed Detail 2100 109 Ignore
LISTED LASHBACK 74.208.4.194 was listed Detail 300 63 Ignore
LISTED SORBS NEW 74.208.4.194 was listed Detail 3600 63 Ignore
LISTED SORBS SPAM 74.208.4.194 was listed Detail 3600 63 Ignore
LISTED SPAMCANNIBAL 74.208.4.194 was listed Detail 43200 63 Ignore
LISTED UCEPROTECTL1 74.208.4.194 was listed Detail 2100 63 Ignore
LISTED ZapBL 74.208.4.194 was listed Detail 2100 94 Ig

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the renewal of the domain: [redacted].
 
Our records indicate that the
Auto-Renew status for the domain: [redacted], was set to “Off” on
1/7/14, an automated email was then sent to you about this change. Afterwards,
on 1/22/14, you changed the Auto-Renew status back to “On,” with the expiration
set to occur on 1/23/14. Due to the domain renewal status having been changed
back to “On” the day before it expired, the system did not catch the adjustment
in time.
I have researched the Case History under this account and
see that you have had correspondence with our Transfers Team, in order to have
this domain reactivated. They are currently in the process of reactivating the
domain for you, and will contact you shortly once this matter has been
resolved. I will personally speak to them about this, in order to have the
situation expedited, if at all possible.
That being said, due to the inconvenience that has occurred,
I have issued 6 free months of hosting for your Business Package. You will not
be billed again for the hosting feature until 9/12/14.  
Once more, I 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 your MyWebsite package. The MyWebsite packages offer a 30 Day Money Back Guarantee, which provides a refund in the event this service is...

cancelled during the first 30 days. The terms of this offer are available on our website prior to placing your order. We have also included them below for your reference.As your MyWebsite package was cancelled during the required time frame, we certainly would issue a refund in accordance with our 30 Day Money Back Guarantee; however, we are waiting on the results of your [redacted] dispute to ensure you aren’t refunded twice. As soon we receive an update from [redacted] we will proceed accordingly. Along with the above, we wish to confirm for your records, as previously stated, that your MyWebsite package has been cancelled.  You will no longer be invoiced for this service in the future.Once more, we apologize for any inconvenience that has been caused here.Thank you.[redacted]Customer Care1&1 Internet Inc.http://www.1and1.com1&1 MyWebsite: Special discounted prices for 1 year prepaid termThe following annual prepayment discounts apply to 1&1 MyWebsite packages. The annual discount is valid for new packages only. MyWebsite packages receive a 30 day money back guarantee. Customer can cancel their package within the first 30 days from date of purchase to receive a full refund. Fees must be prepaid for the entire term and are non-refundable after 30 days from purchase. 1.    1&1 MyWebsite Lite:$0.99/month for 12 months prepaid in advance with a 12 month minimum contract term. Monthly & renewal price is $6.99/month. This offer is available starting March 7, 2014.2.    1&1 MyWebsite Basic:$0.99/month for 12 months prepaid in advance with a 12 month minimum contract term. Monthly & renewal price is $9.99/month. This offer is available starting April 10, 2014.3.    1&1 MyWebsite Plus:$4.99/month for 12 months prepaid in advance with a 12 month minimum contract term. Monthly & renewal price is $19.99/month. This offer is available starting April 10, 2014.4.    1&1 MyWebsite Premium:$9.99/month for 12 months in prepaid in advance with a 12 month minimum contract term. Monthly & renewal price is $29.99/month. This offer is available starting April 10, 2014.