1&1 Internet, Inc

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the cancellation of your account.
According to our records, there was an online cancellation
attempt, however, the follow up email link that is sent to the account holder’s
listed email to confirm the cancellation, was not activated. This feature is to
ensure that a Non-Account Holder cannot just login to your account, and cancel
it simply from knowing your password.
That being said, in order to assist you with this, at your
request the account in question has been canceled. The balance of $ 77.93 has
been waived. Moving forward, you will no longer be billed or invoiced for any
service, since there are no active accounts in your name.
Along with that, I have forward a case with high priority,
to add your email and phone number(s) to our “Do Not Contact” list as soon as
possible. With that being processed, you will no longer be contacted by 1&1
Internet.
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.
Listed below is a copy of the email that I had sent to you
on 2/25/16 regarding this matter.
……………………………………………………………………�...⇄ /> Dear [redacted] (Customer ID: [redacted]),
Thank you for contacting us.
In regard to the voicemail that I left, this email confirms
that the domain name: [redacted].com is now active within your account.
To transfer the domain, you will just simply need to contact
the provider in which you want to move it to, and initiate the transfer from
their side. Once this has started, we will be able to release the domain 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.
For your records, listed below is the authorization code
that you will also need in order to transfer your domain.
[redacted].com - authorization code: [redacted]
If you have any further questions please do not hesitate to
contact us.
Thank you.
Sincerely,
David M[redacted]
Solutions Manager
1&1 Internet Inc.
……………………………………………………………………�...⇄ /> At this time, all requests that had been made have been
successfully processed. The domain name is active, the authorization code
required for transfer has been provided, so the domain can now be moved to the
provider of your choice, you just need to initiate the transfer from their
side.
 Along with that, due to the credit we had applied to this
account, the domain name was registered in your name, free of charge, up until 2/24/17.
 That being said, since we are not the physical providers of
the hosting associated with this domain name which would allow for the website
to be viewed online, and provide the sending and receiving of emails, there is
nothing further left to be processed on the side of 1&1 Internet Inc.
 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:
Irrespective of that fact that 1and1 caused my website to go down for 1 week and the cost of endless international support costs, they still owe me $5.99. Not a big amount, but a nightmare company to deal with.
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience that has occurred here with your account.
 
Unfortunately, in the past the functionality of your Control
Panel and any possible errors that had occurred would have been associated with
the amount of domain names that you had active at once. The old technology that
was being used within your Control Panel was not able to sustain properly due
to the number of domain names which were being held. This could have led to an
issue with attempted online cancellations among other things.
 
I have been informed by the Retention Team Supervisor who
has been handling your account, that this matter has been brought to the
attention of our System Administrators, and they are currently working on
upgrading your Control Panel so that moving forward, these types of issues can
be avoided. They have provided us with a time frame of Tuesday, June 9th,
in which everything within the Control Panel should function correctly.
 
In regard to the billing of domain names that had already
been transferred, domain renewal invoices can generate anywhere between 1-3
weeks after the physical date the renewal had taken place. In this case, it is
very possible to have been billed for domains a few weeks after they had been
transferred to another provider, if the transfer had not been completely
finalized until the day of, or the day after the renewal date. It is not
uncommon for a domain transfer to take up to 5 days from the date it was
initiated, until the time the Whois records are updated with the new registrar.
This procedure is not regulated by 1&1 Internet Inc., but rather associated
with the processes and policies of [redacted]. It is for these reasons that we have
worked with you in order to provide refunds for domain names that may have been
billed after transferring or attempting to cancel a domain name.
 
That being said, in order to further assist you due to the issues
that you have experienced, I am refunding you an additional $500.00 as a sign
of good faith. Please allow 3-5 business days in order for this refund to be
processed to the credit card ending in “7001”.
 
 
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

[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:
Hey David,
I have not received any response from [redacted], nor have I received the email with the attachment for that I am supposed to fill out.
Here are the email addresses you can send it to:
[redacted]
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],
I sincerely apologize for any inconvenience associated with the charge in
question.
I understand your concern, and once again, please realize
that I am doing everything I can in order to help you. Until certain cases come
to the attention of myself here in the Solutions Team, they may be handled differently
by the previous agents depending on the policies and procedures held in place
for a certain type of situation, within that particular team.
That being said, I can assure you, that the proper agents
which handle disputed charges have been notified, as to not challenge the
ruling that [redacted] comes back with. Hypothetically speaking, in the
event that your refund was to be taken away from you, I will personally see to
it that it is returned, once everything has been said and done.
Moving forward, you will not have to worry about any other
charges, as the entire account which your card was billed under has been
canceled.
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 the account you had with us.
 
In regard to this particular matter, this account was set up
on 12/14/13 with the order of 2 domains. Those domains were: swiottrl.com, and cetiisqu.org.
By default, all domains ordered are automatically set to show as public information
under the WhoIs Domain Records unless otherwise requested/changed by the domain
owner. On 1/15/14 you received your invoice for the purchase of these domains
in the amount of $17.98, that payment was processed on 1/20/14, and on 2/21/14
you issued a Chargeback by disputing the payment in question. While this
dispute was investigated, there was suspicious activity found, which our Fraud
Team then looked into further. Our Fraud Team confirmed that this was a
fraudulent account due to the act of bad addresses being collected through the
service. They attempted to contact you via phone, and the email which was
provided under this account: [redacted]
Due to this, the account was eventually canceled.
 
If you feel that you received abusive conversation
over the phone, this is something that I can only apologize for, but I will
submit an internal case to have the agent you spoke with on the Fraud Team
reprimanded, as no matter what the status/action of an account is, every call
should be handled with a professional diction. As far as any letters you sent
are concerned, we in the Customer Care side of things for handling the customer
accounts via email and or phone, do not have access to any records of the
letters received by the company. For that, I again apologize.
 
At this time, if you wish to regain ownership of the
domains: [redacted], and [redacted], you will have to purchase them with a
new provider once they finish going through their [redacted] regulated Expiration
and Redemption Period. Our research indicates that these domains will be
available around the dates of 3/1/15 to 3/7/15.
 
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 my photo ID will not prove I am who I say am, you have no idea what I look like nor do you have any of the information listed on my license or passport.  The only reason for this request is to access information that you have no business having. If you like I will produce picture ID with the personal details listed redacted.
I will endevour to fill out the form required, any information I do not have access to at this point I will ask my ex-employer to provide and hopefully this will end this ridiculous situation.
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]
I sincerely apologize for any
inconvenience associated with the transfer of your domain: [redacted]
Our records indicate that all issues with the transfer of this domain have been resolved, and the WHOIS database now shows that: [redacted], is registered with [redacted]. As referenced by our Technical Specialist, Tristan, who had contacted you, there was a delay in the processing of certain requests which requested WHOIS updates, and a fraction of our customers were affected by this matter. The requests had been backlogged, have since processed, and there are no longer any outstanding problems.
 
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 billing of this account.
 
In regard to this particular matter, we are clearing the due
balance of $14.99 from under this account, so that you are no longer
responsible for any payment being made to 1&1 Internet.
 
Along with that, 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: There was another charge on 10/20 for another $97.99 that shows on my bank statement as a recurring charge. I am guessing if it is not corrected on your end I will be charged again on 11/20 and again and again and again until someone there can stop it. I can stop it through my bank for a fee  but I should not have to do that.
 I did send a copy of my bank statement on 11/10 to your billing department showing this recurring charge on 10/20.
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with this account.
In regard to the account having been canceled, this was due
to the “Auto-Renewal” feature having been turned off from within your Control
Panel on 2/6/15. Since your hosting package renews on a monthly basis, it is
not able to remain active at the end of its 1 month billing cycle, which is the
20th of every month, if it’s not able to renew on its own
automatically. Due to this, the package began deletion on 2/20/15, which led to
your login information being cleared out of the system as well. Unfortunately,
the referenced issue in regard to the error you received when attempting to
change your account password was associated with an internal bug that our
system administrators have been able to since resolve. As per the voicemail
that I left you earlier today, I provided a new password to you which will
allow you to access the account again. Once you have regained access, you can
change back the password to whatever you would like. 
As previously referenced, we have been able to provide
backups within the new contract, which were retrieved from the canceled
contract. They can be found here: the Webspace backup is located in /[redacted],
and the database backups are located in /[redacted] . 
That being said, we will refund you the January and February
2015 invoices, each in the amount of $0.99. Please allow 3-5 business days for
a refund of $1.98 to be processed to the [redacted] address of: [redacted]. Along with that,
we have applied 12 free months of hosting under your account, which means that
your service will be covered free of charge up until 3/20/16.
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

[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 want [redacted].com and I want 1and1.com to leave me alone so can do business elsewhere
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the cancellation of your account.
For the security of our customers, we do not cancel
accounts/domains via email. This is to ensure that no malicious activity is
performed by a non-account holder. I apologize if this caused any inconvenience
or miscommunication between our agents and yourself.
That being said, in order to assist you with this, at your
request the account in question has been canceled. The balance of $ 58.98 has
been waived. Moving forward, you will no longer be billed or invoiced for any
service, since there are no active accounts in your name.
Once more, we apologize for any inconvenience that has been
caused here.
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 with your account.
As this particular matter is that
of a technical nature, I will forward the information contained within your
complaint, to my Technical Specialist, in order to investigate the referenced
issue further.
They will be in contact with you shortly, to inform you of
any updates which lead to a possible resolution in regard to this case.
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 that has been caused here.
As this particular matter is that of a technical nature, I
have had my Technical Specialist investigate the referenced issue further. He
has informed me, that due to the exact error message in which you have
received, that you had actually attempted to upload something that was 65+ MB. This
particular issue is not related to your total quota, as you are well within the
space quota for your account, this is actually an issue of CGI limits. The
memory limit for your CGI values is only 61440 (60MB), at this time, we have
raised it to 102400 (100MB). With this limit having been raised, you should not
experience the referenced issue any further.
That being said, due to the inconvenience, we are refunding
you both invoices that have been billed under this account. You will receive a
total amount of $23.76 back to your credit card. Please allow 3-7 business days
for this refund to be processed.
Along with that, if you experience any further problems
moving forward that may be caused by a system limitation since you have the
Basic Hosting package, we would be more than happy to upgrade you to the Unlimited
Hosting package, free of charge for the first 12 months.
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

[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. 
The reply here from 1 & 1 is very professional. I would like to extend my thanks for their attention on this matter. I can say that they have not only met my expectations of a business, but they have exceeded them. Caring about the customer is a good thing, and they are showing that here.
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for any inconvenience that has been caused here. Regarding our conversation today (12/1/16), this email confirms that we are in the process...

of redeeming the domain name: [redacted]. Per your request, you will only be charged the annual renewal rate of $14.99 (+$0.18 ICANN Fee), and will not be held responsible for the $40.00 Redemption Fee.   We understand how frustrating a case such as this can be, since the information that had been initially provided to you was incorrect, which led to you being told that you would have to pay the additional $40.00 fee, after the $14.99 (+$0.18 ICANN Fee) renewal fee had been agreed to. Due to what had occurred, I will bring this matter to the attention of our Quality Assurance Team, so that we can hopefully avoid any issues associated with this in the future, for any and all customers.   As discussed earlier, the domain redemption process typically takes up to 24 hours, and you will be contacted by our Domain Administration Team once it has been reactivated under your 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 the domain renewal and cancellation of your
account. 
For the security of our customers, we do not cancel
accounts/domains via email. I apologize if this caused any inconvenience or miscommunication
between our agents and yourself.
That being said, in order to assist you with this, at your
request the account in question has been canceled. The balance of $14.99 has
been waived. Moving forward, you will no longer be billed or invoiced for this
service, since the account is no longer active.
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