1&1 Internet, Inc

[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:Thank you for your response. I appreciate you forwarding my complaint to Cory P[redacted], however I doubt that will resolve the issue. Cory P[redacted] is another admin on the website along with the other admin I have this issue with, [redacted]. I find it hard to believe he wasn't aware of what his other administrator was doing, especially when that admin wrote about it right on their webpage in a thread dedicated to what they did to me. I understand you do not host the website, but you are the registrar, you must have some sort of power you could exercise over the website when they commit crimes, no? You can try forwarding the complaint to Cory P[redacted], however I highly doubt the issue will be resolved, since now there website has started writing slanderous and defamatory comments about myself and Michael B[redacted]. They stole an image of Michael B[redacted] and created a card to be sold with a set of cards that their website is selling, meant to damage the reputation of Michael B[redacted]; an image they sent us with a description of Michael that is quite cruel and malicious. In addition to the money that they have stolen, they are engaging in a lot more crimes, all of which myself and Michael B[redacted] have evidence of. If you can't help resolve this situation to get the website shut down, surely you can tell me who I could contact to achieve that solution based on the evidence I have.
Thank you
[redacted]
Regards,
[redacted]

Dear [redacted],
(Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the domains under your account.
 
This serves as your record of confirmation that I have brought this matter, and
all filed cases/documentation from you to the attention of our Legal Team so
that they can reach out to you, and take over for this unfortunate situation. I
am sorry that I was not able to further assist you due to the severity of these
circumstances.
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.
According to our records, this account had renewed for you every 6 months,
since its inception in January of 2008. At this time, the account has already
been canceled from your contacting the Cancellation Team, and we are removing the
outstanding balance 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 $ 71.33,
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.
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 account is still active and my domain has not been released. My account info is still on file with my login. I want my domain released and the account canceled. When my domain is able to be bought by another register and I can no longer login then and only then will I be satisfied.
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with this account while it was active.
In regard to our conversation earlier, this email confirms
that your matter has been resolved, as the domain: [redacted] was successfully
transferred away from 1&1 Internet Inc. to [redacted].
Moving forward, you will no longer be billed or invoiced for
any service, 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 that has occurred with your account.
As previously mentioned, the domain:
[redacted].com is still registered in your name, up until 8/22/15. If
you do not wish to keep it or do business with 1&1 Internet Inc. any
longer, you simply need to transfer the domain to another provider. This is an
action that you as the domain owner would have to initiate from the domain
registrar of your choice.
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

1and1 is the best web hosting we have found anywhere! Very prompt, reliable customer service, very fast upload speeds, and easy to use cpanel interface. We have migrated all of our accounts over to 1and1, and are encouraging all of our customers to do the same!
Not only can you quickly and easily get live support on the phone (if needed), but they will actually call you back. They offer free privacy for the primary domain, many other nice extras, and their pricing is wonderful for the qualify and scope of service.

I appreciate [redacted]' involvement and hope that he can forward the complaint to the appropriate party at 1 and 1 for a quick and satisfactory resolution.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this offer to forward the complaint is a step to hopefully resolving the matter quickly.
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, please
send the account number or name that is listed as the account holder in reply.
Once we have received that info, we can find the account in question, and we
can begin to work on a resolution to this unfortunate situation.
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 been caused here.
As this particular matter is that
of a technical nature, I have had my Technical Specialist investigate the
referenced issue further. Listed below, is the same email in which he had sent
to you yesterday, after having reached out to you via phone, and leaving a
voicemail.  The reason that I am sending
this email to you again, is to make sure that you received it, as the email address
provided through this Revdex.com Complaint, is different than the one listed under
your 1&1 account.
……………………………………………………………………�...⇄ /> Dear [redacted] (Customer ID: [redacted]),
Thank you for contacting us. The Caretaker Team has since
looked into your account and can confirm the following:
An escalated complaint was made to us in regards to a
particular domain name:
[redacted].COM
This domain name had an interruption in service due to a DNS
update, and a domain transfer happening at the same time.  We do apologize
for any inconvenience that this process may have caused you.
After reviewing the case history, it would appear that the
transfer was initiated before the DNS of the domain name was fully up to date
in our system.  This causes errors because once the domain name is within
a transfer status, domain updates are no longer allowed.  The case history
also relays that this information was provided to you.  Subsequently, it
would appear the transfer process was stopped by locking the domain name, and a
new DNS update was run, updating the domain name.  The DNS output is currently
as follows:
   Domain Name: [redacted].COM
   Registrar: 1 & 1 INTERNET AG
   Whois Server: whois.[redacted]
   Referral URL: http://1and1.com
   Name Server: [redacted]
   Name Server: [redacted]
   Name Server: [redacted]
   Name Server: [redacted]
   Status: ok
   Updated Date: 22-apr-2014
   Creation Date: 03-jul-2002
   Expiration Date: 03-jul-2014
 
;; Received 486 bytes from
[redacted]) in 4 ms
 
[redacted].COM.              
172800  IN      NS     
[redacted].
[redacted].COM.              
172800  IN      NS     
[redacted].
[redacted].COM.              
172800  IN      NS     
[redacted].
[redacted].COM.              
172800  IN      NS     
[redacted].
;; Received 296 bytes from [redacted]) in 246 ms
 
;; Truncated, retrying in TCP mode.
[redacted].COM.              
1800    IN     
A       [redacted]
[redacted].COM.              
300     IN     
MX      [redacted]
[redacted].COM.              
300     IN     
MX      [redacted]
[redacted].COM.              
300     IN     
MX      [redacted]
[redacted].COM.              
300     IN     
MX      [redacted]
[redacted].COM.              
300     IN     
MX      [redacted].
[redacted].COM.              
1800    IN     
NS      [redacted].
[redacted].COM.              
1800    IN     
NS      [redacted].
[redacted].COM.              
1800    IN     
NS      [redacted].
[redacted].COM.      
        1800   
IN      NS     
[redacted].
[redacted].COM.              
1800    IN     
NS      [redacted].
[redacted].COM.              
3601    IN     
SOA     f[redacted]
 
Again, I do apologize for any inconvenience or confusion
caused by the process of domain transfers and not allowing updates while in a
transfer state.  I attempted to reach you at the number listed in your
initial complaint and left a voicemail with my contact information.
While I don't see that the 1&1 Support Team made any
errors, we can understand how the transfer and DNS update process can be
confusing.  As a courtesy I have refunded the two following invoices:
[redacted]
$41.94
[redacted]
$41.94
----
$83.88 = 12 months of hosting fees.
1&1 values our customers and again we apologize for any
previous inconvenience caused by the processes as described above.  If you
have any other questions or concerns please let me know - my contact details
are listed in my signature.
Thanks for your patience and have a nice day 
You may receive a short survey within the next 24-48 hours.
Please take a moment to complete it so that we may continue to improve our
customer experience.
Please do not hesitate to contact us if any other
questions/concerns remain.
Sincerely,
[redacted]
Solutions Expert
Caretaker Team
1&1 Internet Inc.
 
Hours of operation: Mon-Fri from 8AM-4PM EST
Working hours: 484-913-2857
Off hours: [email protected]
Find us on [redacted] at: http://[redacted].com/1and1
 Follow us on [redacted] at: http://[redacted].com/1and1
 [redacted] Support from: http://[redacted].com/1and1_4u
……………………………………………………………………�...⇄ /> I hope that the information
contained within the email above serves as helpful for you. If an issue still
persists, please contact our Technical Specialist [redacted], as referenced within
the email, so that he can better assist you, and work with you towards a
complete resolution to this matter.
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 the attempted charges in question and claims to
active services.
In regard to this particular matter, what you are explaining
here sounds like fraudulent activity against you, in the way that your credit
card/personal information had been compromised. I have seen similar situations
such as this with our company, along with many others. Through the credit
card/personal information being obtained elsewhere by a hacker or
whoever/however it may have been, online orders and accounts are then placed
with [redacted], etc.
After investigating this matter further, I can confirm that
the service has been canceled due to fraudulent activity. 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.
Moving forward, there will be no further problems in
reference to you being billed by 1&1 Internet since this account has been
canceled due to fraudulent activity.
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

Complaint: [redacted]
I am rejecting this response because:you are writing in your website that you have 24/7 support but this is not true.
you only have 24/7 phone pickups but not support.
my email was down for 10 days.....  i lost a lot of business......
I only asked you to move my domain name from 1 package to a different. 
it should work in a few seconds - by fact it took 10 days and I wasn't helped.
I told you that I would pay 1000$ to bring back my email. but you were closed for holidays 10 days .....
and you are writing that you are open 24/7 its a shame  
Regards,
[redacted]

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the cancellation of this account, and the balance
being sent to our Collections Team.
In regard to the voicemail that I left, I can confirm as you had stated that
this account has been canceled. Moving forward, you will no longer be billed or
invoiced for this canceled service.
That being said, per your request there is nothing I would
rather do to help you here, than refund you for the total amount of $33.94.
However, this task has become slightly more difficult since the credit card on
file is no longer active. If this complaint was filed, and you did not pay [redacted], I could have simply pulled and waived the balance from them for you. Since
you have paid [redacted] and request a refund, I would need you to provide a
current credit card in order for me to process the refund directly to you.
Please understand that I realize this may not be the answer you are looking for,
involving giving us new credit card information, however, this is a system
restriction, and I have no way around it as we do not accept or process/issue checks.
I can assure you, that if we speak over the phone, and you
provide a current credit card for this refund to be issued to, there will be no
other charges or activity associated with 1&1 Internet Inc. on that card, once
you have received the refund.
Please feel free to contact me here in the Solutions Team by
phone at: ###-###-####, or via email at: [email protected],
so that I can assist you further.
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 attach is an estimate  to rebuild the website. I need reimbursement to rebuild my website.
Regards,
[redacted]

Dear [redacted], (Customer ID
# [redacted]),
I sincerely apologize for any
inconvenience associated with the attempted charges in question and claims to
active services.
In regard to this particular matter, what you are explaining
here sounds like fraudulent activity against you, in the way that your credit
card/personal information had been compromised. I have seen similar situations
such as this with our company, along with many others.  Through the credit
card/personal information being obtained elsewhere by a hacker or
whoever/however it may have been, online orders and accounts are then placed
with 1&1, [redacted], etc.
After investigating this matter further, I can confirm that
the service has been canceled due to fraudulent activity. Along with that, we
are waiving the outstanding balance of $ 628.63.
Moving forward, there will be no further problems in
reference to you being billed by [redacted] Internet since this account has been
canceled for fraudulent activity.
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 the 1&1 MyWebsite Hosting package.
In order to assist you with this particular matter, we have
completely canceled the MyWebsite Hosting package, so all that remains under
your account is the domain name: [redacted] That being said, we are
refunding you the $11.88 charge. You will receive this refund to the [redacted]
account on file within 3-7 business days.
Moving forward, you will no longer be billed for any other service
than your domain: [redacted]
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 [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 the voicemail that I left you, all services ordered by our customers
automatically renew unless physically canceled by the customer. Prior to the
renewal, email notifications are sent out in order to give the customer ample
time to cancel their service if it is no longer required.
In order to assist you further, we are removing this account
from collections. [redacted] will remove you from any list that they have,
and this will not, and has not, affected your credit.  As well, we are
wiping clean the outstanding balance that you have with either [redacted] or 1&1
Internet.  No more money will be owed on this account, and you will no
longer be required to contact [redacted] or 1&1 Internet regarding this
unfortunate situation.
That being said, for your records, this account has been
canceled. Moving forward, you will no longer be billed or invoiced for these
services.
Once more, we apologize for any inconvenience that has been caused here.
Thank you.
David M[redacted]
Customer Care
1&1 Internet Inc.http://www.1and1.com

I have been a customer of 1&1 for 15 years now *I don't know why they say they've only been in biz for 13 years bc I definitely used them in 2002) and my experience has always been a very positive one. My website has never gone down, my mail has never stopped being forwarded and their customer service is amazing. Always pick up phone quickly (no annoying elevator music !) and no being passed around to 10 people before you get someone who knows how to help. I always hesitate to call b/c I think it is going to take so long (as most computer-related calls do) but I'm always pleasantly surprised. I would highly recommend them. Lisa

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any i[redacted]nvenience
associated with the billing attempts of this supposed account. 
According to our records, the Police Report that our
Security Team had previously requested from you has been received.  
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 $ 108.86, 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, the immediate
cancellation of this account has also been processed.
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 [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the domain renewal and billing of your account.
 
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, our records indicate that you contacted our
Cancellation Team earlier this morning, and they handled the domain renewal issue
accordingly, as the account has been completely canceled.  As far as the $14.99 balance with 1&1
Internet is concerned, you only updated the credit card information over the
phone with one of our Billing agents earlier this morning, you have not yet
been physically charged for it. Due to this inconvenience, we are going to
waive not just the late fee as discussed with you today, but also the domain renewal.
This email serves as confirmation that you have not been charged for the 2014
domain renewal, that no more money will be owed on this account, and that you
will no longer be required to contact [redacted] or 1&1 Internet regarding this
account, since it 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