1&1 Internet, Inc

First year is cheap, but without you realizing (small print) you'll sign up for a continious service with a much much higher fee. Cancelling proces is made overly complex and collection is rough.
Selling people products without them realizing it. And then going after them for money. I think that is NOT a fair way of doing business.
Would definitely not recomment this company to people I like.

Dear [redacted]
I sincerely apologize for the
inconvenience associated with any billing attempts against your credit card.
 
In regard to this particular matter, when you first tried to
setup the account, you may have had a $6.00 test charge, which would be
refunded within 24 hours. The reason that you may have seen that, is because
anytime a credit card is entered into our system, the test charge is applied
to: 1) inform our system there is a valid payment method being offered for any
service that may in fact be activated afterwards, or 2) so that if this is a
fraudulent attempt by someone other than yourself, you see it within your
bank/credit card records so that it can be remedied quickly. However, as
mentioned, this initial $6.00 charge, was only a test attempt, and will be
returned to the credit card in question within 24 hours.
 
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 your account.
Our records indicate that the
domain name: [redacted].net had physically renewed on 2/1/16, which was the
same day that you had requested the cancellation of this domain. When a domain
name renews, the invoice can be generated anytime within a couple of days to a
month later, depending on the account date that is set up for the contract that
the renewal falls under. Due to this, you received an invoice on 2/25/16 for a
domain name you had canceled on the same day as its renewal had occurred. Regarding
the domain: [redacted].net, that had renewed on 1/18/16, but was not canceled
until 2/22/16. It seems that the refund we attempted to provide to you as a
courtesy for that domain, ended up clearing the balance associated with: [redacted].net.
To avoid these types of situations, we send domain renewal notifications at 60,
45, and 30 days preceding the domain renewal(s), in order to provide you with
ample time to cancel, or turn off the auto-renewal, for any domain name(s) that
you are no longer interested in.
In order to assist you further, we are refunding you the
$14.99 charge that was associated with the domain: [redacted].net. Pease allow
3-5 business days for this refund to be processed to your [redacted] account of: [redacted].com.
Along with that, there is no physical lock under your account,
everything is currently 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 while it was active.
In regard to this
matter, my Domain Specialist has unlocked the domains: [redacted],
and [redacted]. At this time you can initiate the transfer of
domains to your registrar of choice.
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

Horrible experience!!!!
I have been a domain investor for a while and manage a portfolio of 300+ domains.
Some of my customers refused to accept domain transfers directly to 1&1 and complained about that registrar. I was a little surprised because I was under the impression that all registrars are alike. All it takes is to register the domain and point it somewhere. Oh boy was I wrong.
These guys manage billing unlike any other registrar that I worked with. Instead of paying for the domain when you purchase it they make you open a billing agreement and then charge you unreasonable renewal charges.
Even if you cancel the 'auto renew' (which is a story by itself), and delete the domain!!
I was changed hundreds of dollars for domains that I already deleted from my account. Couldn't get those charges reversed for over 2 months. Still kept receiving renewal emails, then collection emails. They overdrafted my checking account in several occasions. Brought Paypal to a negative balance (which I didn't even think was possible).
After opening two Paypal disputes I might be able to get the money back (still an outgoing issue). In their responses to the disputes and email communications they still keep lying and making excuses so I might have to escalate this review to an open case.
This is just the billing experience. Their 'new web interface' the worse 90's website that you can imagine. You will not be able to locate or manage anything. Every time I had to redirect a couple domains it was always a story of 2+ hours. Managing auto-renewals or cancelling domains is impossible as I described earlier.
Avoid these scam artist even if that particular domain extension price looks attractive. You will pay for it later if you won't.

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any inconvenience associated with
your account, and the domain name: [redacted].com.
Our records indicate that my colleague John in the Solutions
Team, has already contacted you regarding the billing of invoices, and to inform
you that were are clearing the entire balance due at this time under your
account. Also, there is currently a refund of $16.38 that is being processed,
and will be added to the refund of $33.94 that is being issued for the most
recent payment that had been debited on 2/21/16. Please allow 3-5 business days
to receive a total refund in the amount of $50.32 to the credit card ending in
“[redacted]”.
At this time, I see that we had successfully reactivated the
domain name: [redacted].com on 2/23/16 to Contract ID #[redacted].
Afterwards, you then transferred the domain away from us, as it is now
currently registered with [redacted] Inc. 
That being said, per your request, we have removed the
positive review that you had submitted for the Testimonial Section of the
1&1 Blog under our website.
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 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], [redacted], etc.
After investigating this matter further, it is notated that
you had contacted our Billing and Security Team yesterday (12/28/15), and I can
confirm that the service has been canceled due to fraudulent activity. In order
to assist you with this matter, we are currently 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

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any
inconvenience associated with redirecting your domain name under this account.
In regard to this particular matter, we are refunding you
the last invoice (#[redacted] - 11/13/13) which you were charged for in the
amount of $119.88, along with the $18.95 late fee, totaling in the amount of
$138.83. Please allow 3-7 business days for this refund to be processed, we
apologize that we do not have the ability to expedite this process. That being
said, the system charged you for the outstanding balance that was due, since
you had updated the payment information within your account on 1/20/14. Even if
you simply entered the same credit card information, once it is saved again,
the system sees that as a new form of payment on file which will automatically
initiate a reprocessing of any current balance listed. Since we are refunding
you the charge that overdrew your bank account, if you contact your bank and
inform them that the charge was processed by error on our side, they should
then also clear/refund any overdraft fees associated with that particular charge
which is being refunded.
Aside from that, unfortunately, we are not able to change or
assist with technical issues through the Revdex.com Complaints, as that is not the
scope of support that is offered through these resolutions. As per your Case
History, we see that a case has been forward in regard to looking for any data
backup that is available. However, in order to attempt to resolve this backup
issue once and for all, I have personally handed this matter to some of our
internal technical/backup specialists, to further investigate the issue, and
reach out to you with what they have found. They will be in contact with you
shortly.
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

[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 is STILL not transferrable to [redacted].com.
whichever way this is solved technically: it is 1and1 who messed up all the process. normally domain transfers are easy.
now I am spending hours and hours trying to transfer the domain. on one side godaddy tells me that I need the AUTHORIZATION CODE from 1and1...
all else is set up, I know how to do this!
on the 1ND1 DOMAIN CONTROL PANEL IT SAYS
Domain
Details
 
 [redacted].info
[redacted]: /.
 
Expires in 11 months (08/25/2015)
 
Domain Details
Destination: [redacted]
Target: /.
Type: Additional domain
Status: Cancellation is in progress.
DNS Settings
1&1 name servers
Display All Records
Domain SettingsThe current domain status does not allow the modification of the settings.
the problem is that it STILL shows up as tomas@[redacted].info - which doesn't help as 1and1 still bounces emails to that address... so I never receive the authorization code.
so  you (1and1) need to do provide me with an authorization code.
(in principle 1and 1 destroyed the simple process and after one month and a million emails it is still in the same status. and this ONLY because 1and1 as a default holds domains of it's customers ransom for as long as possible ( a complaint to Revdex.com should NOT be necessary)
Regards,
[redacted]

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 a colleague of mine in the Billing Team had sent to
you on 2/26/16 regarding this matter.
……………………………………………………………………�...⇄ /> Dear [redacted] (Cust: [redacted]),
Thank you for contacting us.
I have searched your full name, address linked to this account,
email address linked to this account, as well as the phone number on file for
the account and the domain name that was in this account and have found no
results linking a charge directly to you. Please call in to our Billing
Department at the phone number listed below to address these charges further.
Alternatively, you are able to schedule a call back:
 http://help.1and1.com/callback-service
 You can use this link to schedule the best time and phone
number for us to effectively reach out to you and provide a resolution. If you
are unable to access the link for any reason, just provide for us the best time
and phone number to reach out to you and we can set up a call back on your
behalf.
 By filling out the call back request form, you are
consenting to a 1&1 agent calling you at the number you provide on the
form. This call will be made by an autodialer.
 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.
 If you have any further questions do not hesitate to reply
to this e-mail or contact us during office hours by phone at ###-###-####
from 9am-5pm EST, Monday through Friday.
 --
Sincerely
Dylan L.
Billing Department
1&1 Internet Inc.
……………………………………………………………………�...⇄ /> Unfortunately, we cannot issue a refund at this time since
we are not able to find where the charge of $19.95 had been processed. This account
had been canceled back on 12/19/12, so the credit card information has been
long since deleted.
In order to find this charge and be refunded, we would
either need to search our system with the number of the credit card, or you
would need to dispute the charge in question. Disputing this through your bank
or financial institution would cause you to be refunded, and then we could link
it to the account that was charged, since the payment would be deducted from
the account that it was originally processed through.
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.
David M[redacted]
Customer Care
1&1 Internet Inc.http://www.1and1.com

Dear [redacted],
I sincerely apologize for...

any
inconvenience associated with this account.
 
Regarding the voicemail that I left today (9/29/16), please note that when this
account had been ordered, it was notated that all hosting services and domain
names would automatically renew, unless the auto-renewal feature was turned
off, or the domain/hosting was physically canceled by the customer.  Prior
to the renewal, email notifications are typically sent out in order to give the
customer ample time to cancel their service if it is no longer required. However,
as I had mentioned, in your particular case there seems to have been an error,
as there are no records of these automatic notifications having been sent out. Due
to this, you were not able to attempt a cancellation until after the service
had been renewed for another 12 month term.
 
That being said, if the payment of $83.88 had declined, and
the balance was eventually sent to our Collections Team, your credit score
would not have been affected, as they do not report the balances to any credit bureaus.
In order to assist you, we have completely canceled this account, and are
refunding you the charge of $83.88. 
Please allow 3-5 business days for this refund to be processed.
 
Moving forward, you will no longer be billed or invoiced
again for these canceled 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

[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, however, believe this and ALL companies should stop the process of "automatically renewing" free trial services. Several attempts of contact should be made to a consumer asking them if they would like to continue the product/service and if they agree to an automatic monthly billing.
Regards,
[redacted]

Dear [redacted] I sincerely apologize for any inconvenience associated with this account.   Regarding our conversation today (9/9/16), this email confirms that we have waived the...

balance of $149.86 for the unwanted hosting package. Along with that, we are in the process of refunding the $58.89 charge associated with the hosting feature that was accidentally ordered last year when the domain names were registered. Please allow 3-5 business days for this refund to be received.   Per your request, we are going to downgrade your account to an Instant Domain package, so that the only active features are the domains: [redacted], and [redacted], which were reactivated earlier this morning after having been canceled. Once this action has been processed, I will contact you again to confirm it.   Moving forward, after these changes have been made, you will no longer be invoiced for the unwanted hosting package, as only the 2 domain names will be registered within the 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 domain renewals/cancellation, and the balance
from your credit card dispute having been sent to collections.
 
As per our conversation yesterday, this matter had occurred
from a credit card dispute being issued, after a full refund was processed to
you, for the cancellation of the 2 domains in question. Also, as you and I had discussed,
we have pulled and waived the balance of $48.93 ($29.98+$18.95 Late Fee) from
NCO, and we can confirm that this matter will in no way, affect your credit
score.  Furthermore, [redacted] has also made
sure to drop the dispute that was referenced to you previously with them. There
will no longer be any outstanding balance due under this canceled account with
1&1 Internet Inc., or [redacted].
 
Again, for your knowledge and records, your credit score
will not be damaged or affected from this case.
 
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 caused here.
According to our records, as you had mentioned, this account
was in fact canceled back in October of 2013. There is no outstanding balance
owed under this account, so there is no reason that you should be receiving failed
payment notifications associated with this canceled account.
That being said, this is the only account that I was able to
find under your name or email address. In order to assist you further, please
provide the Customer ID number that is listed in any letter or emails that you
are receiving about outstanding balances, so that we can research this and have
the situation taken care of properly.
Once more, we apologize for any inconvenience that has been
caused here.
Thank you.
David M[redacted]
Customer Care
1&1 Internet Inc.
http://www.1and1.com

Dear [redacted] (Customer
ID # [redacted]),
I sincerely apologize for any
inconvenience associated with the cancellation of this account, 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 of $ 114.83
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 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 2/17/16 regarding this matter.
……………………………………………………………………�...⇄ /> Dear [redacted] (Customer ID: [redacted]),
Thank you for contacting us. The Caretaker Team has since
looked into your account and can confirm the following:
I sincerely apologize that you have been given conflicting
information from multiple agents that you have dealt with.
Personally, I want to do anything I can to assist you with
this matter, and I can assure you that I am providing accurate information to
you, as I have been with this company for over 5 years, and handle all Revdex.com
Complaints, along with escalated cases.
Listed below you will see the records for all invoices and
transactions that have been physically processed through the [redacted] of:
[redacted].com, during the life of this account, (Customer ID
#[redacted]), and also Customer ID #[redacted].
Customer ID #[redacted] - domain name: [redacted].com
Invoice #[redacted] - 1/30/15 - $0.99 - Processed
successfully through [redacted] on 2/3/15.
Invoice #[redacted] - 1/29/16 - $14.99 - Payment attempt
declined through [redacted].
Invoice #[redacted] - 2/2/16 - $-14.99 - This was a credit
invoice that cleared the balance of $14.99 associated with the prior declined
payment attempt.
As indicated by the above records, you had only paid $0.99
for this account while it was active. A refund cannot be issued against a
payment that was never physically processed. Therefore, the credit invoice
cleared the outstanding balance.
Customer ID #[redacted] - domain name:
[redacted].com 
Invoice #[redacted] - 1/30/15 - $0.99 - Processed
successfully through [redacted] on 2/3/15.
Invoice #[redacted] - 1/29/16 - $14.99 - Processed
successfully through [redacted] on 2/1/16.
As indicated by the above records, both of the invoices
generated under this account were paid for. 
However, on 2/2/16, we received a payment dispute from [redacted] for the
charge of $14.99 that was processed on 2/1/16. 
With that dispute having been filed, [redacted] should have refunded you the
$14.99 charge.  Regardless of whether
they refunded you or not since that is between you and [redacted], in order to assist
you further, I will issue a refund in the amount of $14.99 to the [redacted] of:
[redacted].com.  Please allow 3-5
business days for this refund to be processed.
That being said, we send domain renewal notifications at 60,
45, and 30 days preceding the domain renewal(s), in order to provide you with
ample time to cancel, or turn off the auto-renewal, for any domain name(s) that
you are no longer interested in.  Please
keep that in mind as the domain name: [redacted].com is still active under
Customer ID #[redacted].  If you would
like to cancel this domain/account as well, please respond to this email
confirming that request.  If you want it
to remain active, no further action is required at this time, and you will
receive the referenced domain renewal notifications once it gets closer to its
renewal date of 1/28/17.
Please do not hesitate to contact us if any other
questions/concerns remain.
Once more, we apologize for any inconvenience that has been
caused here.
Thank you.
Sincerely,
David M[redacted]
Solutions Expert
Caretaker Team
1&1 Internet Inc.
……………………………………………………………………�...⇄ /> As previously stated, we have acknowledged that a payment in
the amount of $14.99 was in fact debited on 2/1/16, however, it was for the
renewal of the domain name: [redacted].com, under Customer ID #[redacted],
which is still active. This payment was not processed for the domain renewal
of: [redacted].com.
We are already in the process of refunding you for that
$14.99 charge that you disputed through [redacted], as a courtesy. Due to this,
there is nothing further that can be provided at this time.
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 MyWebsite Feature, and balance being sent to
collections. 
In order to assist you with this, we are removing this
account from collections. [redacted] will remove you from any list that they
have, and this will not, and has not, affected your credit.  As well, we are
wiping clean the outstanding balance of $ 57.92 ($38.97+$18.95 Late Fee) 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, as referenced, this
account has been canceled and is not active. Moving forward, 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

Dear [redacted] (Customer ID # [redacted]),
I sincerely apologize for any inconvenience associated with
your account.
In order to assist you with this unfortunate situation, we
are pulling and waiving the overall balance of $36.93 from our Collections
Team. This means that there are no longer any locks on your account that will
keep you from transferring the domain names. Along with that, I have added 6
free months of service under this account in order to give you ample time to
back up any files you may have, and successfully transfer your domain names to
another provider. This means that everything will covered free of charge up
until 7/21/16. Afterwards, the cancellation of any remaining features will be
processed.
To transfer the domains, you will just simply need to
contact the provider in which you want to move them to, and initiate the
transfers from their side. Once this has started, we will be able to release
the domains via a transfer to that other registrar. The process of transferring
a domain can last between 3-5 days, which is a process that we do not have the
ability to expedite, as it is ICANN policy that can cause this waiting time.
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].org -
authorization code: [redacted]
[redacted].com - authorization
code: [redacted]
I am not quite sure what number(s) you had attempted to
contact us through, and I am not aware of any phone issues having occurred,
however, if you end up requiring additional assistance with transferring your
domains away, please contact our Tech Team by phone at: ###-###-####.
That being said, due to the referenced phone issues that you
had experienced, I am submitting a case to have one of our Technical Agents
contact you regarding any further support that you may require.
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

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 problem arose, not because of a failure of notification. I knew the domain expiration was coming up. The confusion arose because, for this domain, I was invoiced more than a month after the renewal where my last two transfers all were invoiced prior to the renewal. This led me to the incorrect conclusion that I would be invoiced prior to the domain expiration and renewal. Invoicing after the fact is an unusual practice in my experience.
Regards,
[redacted]