1&1 Internet, Inc

Review: In November 2012 I cancelled my account for [redacted] with 1and 1 Internet. I received a confirming email stating that my account would end at the end of March 2013, not happy but accepted the terms and paid until that date. Last week, 5/23, I was again billed for continued services. After may hours of frustration and contact, they have sent me to various departments without any accepting cancellations, even after sending copies of the email. I need the unnecessary harassment to immediately stop. I am not interested in this company, being a mistake to start with them.Desired Settlement: Cease any contact or charges

Business

Response:

Dear [redacted],

We understand that you were unhappy with the contract terms that revolved around Contract [redacted] under Account [redacted].

We will offer our customers this MyWebsite service at a special rate of $19.99 per month. We do not immediately pressure customers into any 1-year contractual agreements until we feel the customers have had an opportunity to try the service first-hand. This is why we offer the 30-day free trial before any minimum contract terms (MCT) or special offers are initiated.

At any point and time, customers trying this service for free can cancel it through the online cancellation website (http://cancel.1and1.com) with their Customer ID and password. That would remove any obligation of service and is outlined at the point of sale. After the 30-day period has concluded, customers will roll into the $19.99 rate which is billed at 3-month intervals.

This is what happened here. When you spoke with our customer service agents, they were outlining the 1-year agreement that was entered into beyond the free trial period.

However, for whatever reason, we understand that this service is no longer needed or used and we do not wish to invoice customers for an unwanted service.

As such, we have since removed you from your 1-year contractual obligation. We have set the contract to cancel with an immediate effect. In this, you will not be billed or invoiced for this service in the future. In addition, we are simply wiping clean the outstanding balance for this account. You will no longer be required to contact 1&1 regarding this balance.

We apologize for any confusion caused throughout this process.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Review: They are billing for services I have not signed up for.Desired Settlement: Cancel this bill. No late charges. Stop any contact. I have never done business with this company.

Business

Response:

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

This e-mail serves as confirmation of the cancellation of your

1&1 MyWebsite - Plus Package package as of 07/11/2013.

We will deactivate all package features on this date.

The following domains/features are included in your package and will be cancelled:

gordonpegler.com: The auto-renew feature will be disabled for this domain as of 07/11/2013. The domain registration will then remain active until 07/11/2013, at which point the domain will expire.

We have since removed you from your 1-year contractual obligation. We have set the contract to cancel with an immediate effect. In this, you will not be billed or invoiced for this service in the future. In addition, we are simply wiping clean the outstanding balance for this account. You will no longer be required to contact 1&1 regarding this balance.

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

www.1and1.com

Review: I April 2007 I signed up for service from 1&1 internet. I actually read all 30 pages of their legalese before signing up and it never mentioned that I could not have database driven content. After signing up they send me information to this effect. After contacting their help desk and their legal department (at the suggestion of the help desk), I cancel my service. I knew that I paid for one year registration fees for two domains in addition to the hosting service. After the hosting service was cancelled, I tried having my new internet service provider transfer those domains to them. According to my new company, this was blocked. Having transferred dozens of domains successfully over the years, I'd never run into this. These were backup domains and never intended for live use and when they "blocked" the transfer I gave up on these guys. The entire way they run their business was suspect at best. Within a month of cancelling the service I'm getting constant email from these guys and opt out or unsubscribe. Even after unsubscribing, they continue to bombard me with email so I set up a rule that all of their email is deleted. Come to find out, they set the domains to auto-renew. I've registered domains with a half dozen other companies and none of them defaulted the domains to auto-renew. Evidently, they have been charging me annually for something I cannot use and cannot transfer. Then, to add insult to injury, when the credit card or bank account that they are charging is closed, they send my account to a collection service. I request that they cancel the debt collection, they refuse.Desired Settlement: I paid the debt collection service ([redacted]) this evening some $52.93 for what was a fraudulent $21.98 bill. At this point, I will not be satisfied until they refund my 2008, 2009, 2010, 2011, 2012 charges and my 2013 collection service fee. This was service that I could not use because of their undisclosed business rules and business practices. I do not have documentation on their annual charges for previous years, but will request that they refund my $21.98 x 5 ($109.90) and my $52.93 charges from this year for a total of $162.83. Please note that I am not requesting that they refund my charges from 2007. While I think it would be legitimate to claim these charges as well, I'm willing to assume that the first years fees were an acceptable charge (where their business practices not fraudulent).

Business

Response:

Dear [redacted],

We can confirm that collection agency [redacted] has since received payment and the outstanding balance has been cleared. The account was passed to [redacted] as it remained active and invoices were left outstanding for 60+ days. Please note that our charges would be based upon the availability of the service and not the actual usage, much like your cable television provider. Unfortunately, non-payment is not a form of

cancellation. The service will

perpetually renew unless proactively cancelled. More than an industry

standard, this is a very important convenience for our existing and prospective

customers. Customers cannot be forced to contact us every time they need

a service renewal. This would cause unwanted website downtime, loss of

resources, and an assortment of other issues for a large majority of our

customers.

In order to help here, I will process a cancellation of the account for you. Additionally, I will refund Invoice #[redacted], Invoice #[redacted] and the $18.95 late fee incurred. These credits will post back to the payment method on file within 7 - 10 days.

I hope this proves helpful and thank you for your patience throughout this process.

Sincerely,

Customer Care

1&1 Internet Inc.

www.1and1.com

--

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

This e-mail serves as confirmation of the cancellation of your

1&1 Instant Domain package as of 08/07/2013.

We will deactivate all package features on this date.

The following domains/features are included in your package and will be cancelled:

- [redacted]: The auto-renew feature will be disabled for this domain as of 08/05/2013. The domain registration will then remain active until 08/07/2013, at which point the domain will expire.

- [redacted]: The auto-renew feature will be disabled for this domain as of 08/05/2013. The domain registration will then remain active until 08/07/2013, at which point the domain will expire.

We thank you for your trust as a 1&1 customer and we look forward to welcoming you again as one of our customers.

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

http://1and1.com

Review: For 2 years now I have been trying to cancel URL's that I have with 1&1. I have done it though the website (they make near impossible.... they auto renew and charge your CC) and on the phone. I have paid the bills for fear of bad debt but I had cancelled these and they refuse to acknowledge it. Because we were talking about thousands and thousands of $$ this was not a small matter. After two years of trying to get many URL's cancelled and others transferred to [redacted], I thought I had it done as of July of 2013. Then today I started receiving threatening letters from [redacted], because my CC would not work and that I owed them money for recent URL renewals. They even told me I owed money for a URL that I had transferred and paid for at [redacted] ([redacted]) ...?? how does that work? They did not even have the url in their system?

below is the e mail I sent them. I also noticed that they were loaded with Revdex.com complaints regarding the same issue. See my e mail below:

1&1Billing,

I have sent innumerable e mails and made 20-30 hours of calls (holding, getting cutoff, re-calling....) I finally hired a person for $2000 to get on the phone and handle this cluster because I did not have enough time in the month. Spoiler alert.... didn't work.

Because of this we moved our $6000 a year acct. (about $27,000 total over the last few years) to [redacted] last July. None of the urls in our account were ever to be renewed!! We have spent hours on the website and the phone explaining this to your guys over the last two years. Still you keep renewing the URL's??

Only because I will do anything to get you guys, and your disorganized mafioso company, out my life I have paid the unjustly charged renewals with the contingency that you STOP!! renewing my urls.

When I did this through your website it never worked. When I waited the hours on the phone to talk to the wrong person only to be transferred to another wrong person, only to be cutt-off (rinse and repeat). The 2nd or 3rd time around I might end up talking to someone who claims that they have to power to straighten this out then a few weeks or months later I get an e mail saying you are renewing my canceled urls!

In the end the only thing that stopped you was that I lost my Credit Card thus had to change the number thus rendering my number unusable... or thats what one my think, but NO, you guys keep coming with bogus charges and criminal threats.

You even charge me for urls that are not even in your system but were moved to [redacted] months ago (i.e. [redacted]). Now, it appears the mob bosses in your brain trust has directed you to put the screws to me and threaten that you will send me to the collection agency if I do not pay the extortion amounts on these bogus invoices.

Here's the good news for you guys... I am so worn out, so beaten up that I will pay almost any amount to get you out of my life. This is the mental state I am in after fighting for two years to get out. It is like I am the subject of some weird internet prison experiment. Well wrap up your lab notes and lets call it a day.

If you will put it in writing that I have not more URL's with you (they were all supposed to be transferred to [redacted].... or cancelled) and no further business with you... I will pay you. But I need it in Writing because the PTSD is really getting to me.

What can we do to vaporize this relationship? I have more than half a mind ( half is all that is left after dealing with you guys) to post this e mail communication to somewhere on-line and pray it goes viral.

Please put in writing all $$ that you believe I owe you and state that there will be no more billings and I will get you paid. That is what I need.

I will be forwarding this complaint and e mail to the Revdex.com and State Attorney General of the state of Washington.

[redacted]Desired Settlement: I want them to cancel all the invoices that they claim I owe and completely remove me from their system. I also want to make sure that they do not send me to any collection service. I do not owe them anything and they know it. As the only way you can cancel is on the website (they make near impossible) there is no real proof that you did cancel. They know this too.

Business

Response:

Review: Last month I called 1And1 to cancel my contract. They requested I think it over and gave me a 1 month credit toward the product to give me extra time to think it over. They then decided at the beginning of this month (the month the free credit was applied toward) to charge me for the product even though I had gotten a free credit. In an email to them, I asked them what was going on. They replied saying that it does appear that the credit had been applied to my account and that the billing statement was sent out by mistake. They also stated that the would escalate the situation to management and to get me a response as soon as possible. 3 days later, I've heard nothing back and the charge for the product has been posted to my bank account.Desired Settlement: I would like a refund of the charge and for the contract to be cancelled without a cancellation fee. This is entirely unacceptable in my opinion.

Business

Response:

Review: 1&1 is an Internet Web Provider. In August I met with a Sales Rep, [redacted] (Mobile Phone ###-###-####) who talked with me about building a Web Page. The issues succinctly are: 1/ I told him that I was not ready to do a web page until July 2014 as I am currently finishing a school program studying Nutritional Counseling/Health Coach. He signed me up for a 12 month contract that I did not know he did. I signed no papers. I never heard from **. [redacted] again. 2/ He signed me up with 1&1 Internet services for 12 months. I recently in Novermber noticed a charge of $19.99 plus on my charge card..

3/ I was told by **. [redacted] that the company had to have my credit card in order to start working with me on a web page. I did not give any information to 1&1 pertaining to the building of a web page. The Company indicated that I did, but I NEV ER did. **. [redacted] must have provided them.

4/ I called the company today, Tuesday, 11/19/2013 requesting to cancel this account and they stated that they could not cancel the account. They informed me that I had a customer # which I was not aware of. 5/ My credit card was charged for Sept, Oct, Nov, and will be charged for Dec.

I never signed any contract nor was I presented with a contract. My request is: 1/ CANCEL the ACCOUNT and 2/ I am requesting a full refund.Desired Settlement: CANCELLATION OF THE ACCOUNT

FULL REFUND OF THE MONIES CHARGED TO MY CREDIT CARD

CLEARING MY CREDIT CARD FROM THEIR RECORDS.

Business

Response:

Review: 1and1 is attempting to collect payment for services (domain name) I declined and did not agree to, nor enter into a contract to be supplied. I specifically cancelled ALL services in February of 2013. In June 2013 I received another invoice and again requested cancellation and again in November of 2013. In June 2013 I received email confirmation from 1and1 confirmed that the services had been cancelled and they had agreed to a refund. However, in November 2013 they sent me an invoice again for payment for the same services, that I had previously cancelled. Despite repeated emails (at least 19), phone calls and requests for assistance from a supervisor I have continued to be billed. I receive only automated or preformatted responses that do not address my request and often make no sense at all. As 1and1 have now sent my account to a collections agency I have no choice left but to ask the Revdex.com to step in and attempt to resolve this issue.Desired Settlement: Stop collection and agree that no additional payment is required. Ensure that no negative impact on my credit score.

Business

Response:

Review: 2 years ago I used the subject company to create a website. they were to provide the url and site maintenance. the initial cost was $9.99/cancel anytime with full refund. I canceled within an hour of ordering the service. the agent convinced me to use the service for the initial period and cancel later. I told her to process the cancellation after the promo period. she confirmed it was done. a year later, I was charged $29.98. I called the company and complained and requested a refund. they said they would research and get back to me. I again canceled the service from continuing. now they have again charged my bank card another $29.98.Desired Settlement: check for $59.96

Business

Response:

Review: I have been a customer of 1and1 for four years. First of all, they canceled my domain [redacted] after nonpayment of $48 back in April even though I did not receive notice of nonpayment. I paid the $48 on the spot in April over the phone. And they deleted all my files from my blog after I paid. I decided in June that I wanted to transfer my domain to another provider after they deleted all my files, so I had to call and get an authorization code to do so. The sales rep told me I had to pay to make my domain/account active - something like $14.99. So I did that and then received an email that made it seem like I was good to go. This week I decided to finalize my domain transfer from 1and1 to [redacted]. I called on September 24th and was told I needed to fill out a domain redemption form. I filled that out and faxed it in. I am surprised that I was not told back in June that this was part of the process. They always fail to tell you the entire story of what is required to do certain things. I received an email this morning saying the following:

Dear [redacted] (Customer ID: [redacted]),

Thank you for contacting us.

The domain is no longer in the redemption period it will be available to the public on first come first serve basis in approximately 5 days.

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 please do not hesitate to contact us.

--

Sincerely,

Gregory

Transfers Department

1&1 Internet Inc.

WHAT DOES THIS EVEN MEAN!? They are making it available to the PUBLIC!? WHY!? Why the hell did I pay to active my account and fill out that form to prove the domain was mine to only be told in some BS email that now they are making the domain available to purchase to the public. ARE YOU KIDDING ME!?!?!?!?! Now my rep and I were on hold with their lame customer service department for 25 minutes. We called back and were transferred again to their customer (dis)service department and we wait on hold some more.

I want my domain and I want my blog files. Period.Desired Settlement: I want my domain back and I want my blog files. Period.

Business

Response:

Dear [redacted] (Customer ID # [redacted]),

I sincerely apologize for any

inconvenience that has occurred with the cancellation of the domain: [redacted]

Unfortunately, as previously mentioned, the contract in

question had been canceled due to a violation of our terms and conditions,

excessive non-payment. Whenever there is a declined payment, email

notifications are in fact sent out to inform the customer of the situation at

hand. In this case, the email address on file where these emails were sent was:

[email protected]. In regard to your statement that you did not receive

any notice of declined payment, it may be possible that certain email settings

you had intact sent these notifications into your Spam folder. However, aside

from the emails, you would have noticed an issue with your account far in

advance before any cancellation took place, as 30 days after the declined

payment, which was due back on 7/17/13, your account was locked. It remained

locked for the next 7 months, until the contract was canceled due to

non-payment on the date of 4/1/14. Through this cancellation, all of the

data/blogs/web space would have been deleted, and is no longer accessible.

Even though we did not receive that payment which was due in

July of 2013, we still automatically renewed this domain for another year until

7/17/2014, while actively attempting to make contact through the email address

listed under this account. Many other registrars, such as [redacted], cancel

domains shortly after any failed payment. Essentially, the service provided by

1&1 Internet for this domain over the last year was free of charge at the

time due to the payment not having been made.

That being said, even though the contract had been canceled

on 4/1/14, you still had until 7/17/14 in order to transfer it to another provider

as you had mentioned you would, since we had renewed it in your name until that

date. Our records indicate that you resolved the payment with us on 4/22/14.

Shortly afterwards (4/24/14), once you were informed that the data/blogs were

no longer available, you said that you would transfer the domain. You made no inquiry

in regard to the transfer/auth code for the domain until 5/15/14, at that time

you were informed that you needed to speak to the Tech Team to gain the

transfer/auth code. After that, our Tech Team was not contacted until 7/1/14,

in which it had been notated that you were not able to verify the account

password, but then told them you had already received the transfer/auth code. Between

4/22/14 when the payment was resolved, and 7/17/14, when the domain expired,

the transfer could have been simply processed, if only initiated by the other

registrar you wished to bring it to, at your request through them. Once the

domain expired, all actions, timeframe of Redemption, etc., are followed and

governed through the rules and regulations of ICANN. If the Redemption Form had

not been sent in during the proper ICANN regulated timeframe before being set

for release to public sale again, than there is nothing further we can do. It

is unfortunately out of our hands as we do not have the ability to override

their 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

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: it is completely inaccurate what was stated. At no time during any of my conversations from April 2014 through July 2014 did any of the customer service reps tell me that I needed to fill out a redemption form. So if the process was so easy then why did no one tell me until September 23rd 2014? Your customer service process is TERRIBLE as is completely obvious if you look at the hundreds of other Revdex.com complaints against your company.

Review: I have cancelled my website packages with this company starting on June 11, 2014. I am still getting invoices, turned over to collections and my accounts with them are still not closed. I talked to them last week November 6th to settle this problem. Yet I had to call them yet again today, November 10th because I received yet another invoice from this company, only to call them and get the same response. It's being processed. They are still trying to charge me and I want the charges reversed and my accounts closed with verification that they are indeed closed.Desired Settlement: I would like a letter from this company telling me that both my accounts are indeed closed and that I do not owe them any money. That they have indeed reversed any charges that they may have against me, as since my first email from them was on June 11, 2014 I do not owe them any money.

Business

Response:

This is the most incompetent internet provider in the industry. They are taking our website down every few weeks for hours or days for no reason. Every time you call the support,these people from Asia are reading script and apologizing but have no solutions of answers to our problem.They put you on hold and never pickup again. We are a small business and the website is our source of income. Our employee depend on the business on those leads coming from our website. I've contacted Sebastian as well. No dice. I guess they just don't care. Please don't use this company for any of your internet needs. Our site atlantictileandgranite.com is down again for two days. Nobody knows why???

Review: On 6/25/2013 the domain [redacted] was removed from 1and1.com. On 6/26/2013 1and1.com charged me $10.99 to renew [redacted]. Summary: 1and1.com charged me for a year on a domain that it no longer held.

Invoice Date: 06/28/2013

Customer ID: [redacted]

Contract ID : [redacted]

Invoice No. : [redacted]Desired Settlement: I have made 4+ contacts with 1and1.com customer service - they don't understand or don't care. Please just refund the $10.99.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here. As confirmed by our Billing Department, domain [redacted] was renewed on June 18, 2013 and later transferred to another registrar on June 25, 2013. Any cancellation/transfer would need to take place well prior to the renewal date to prevent the process and invoicing. In accordance with our Terms & Conditions, domain names are normally nonrefundable. The transferring process can take up to 5 days, so please ensure that all domains are successfully transferred prior to the renewal date in the future. You may want to begin the process 1 - 2 weeks prior to the actual renewal date to ensure its success.

Our Complaints Department already extended the courtesy of refunding the $10.99 charge on Invoice #[redacted] for you, and the credit will post back to the payment method on file within 7 - 10 days. Thanks for your patience here, and I hope to have better clarified what took place.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Consumer

Response:

I've been a customer with 1and1 for almost a decade, yet 1and1 made me fight it out for a $10.99 error that they made, and even after this complaint, they still blamed the problem on the me.

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 look forward to telling others about their kindness.

Regards,

Review: Two domain's have been cancelled using 1AND1's very hard to use https://cancel.1and1.com .

Both request were filled out correctly, I believe, but hard to tell since the wording and design is very confusing.

First domain ended up not canceling at all (on June 26 2013), so I ended up reusing the domain for another project.

Second domain I did more research and found that 1AND1 does not list the correct cancellation date on their https://cancel.1and1.com webpage.

I have already been charged $14.99 (which they will not refund) for the domain [redacted] and it still lists it on my control panel, however its is locked on a PARKED PAGE and wont allow me to choose which host I want to use.Desired Settlement: I would like 1AND1 to release the domain [redacted] to my control since I have been charged for the services.

Business

Response:

Dear [redacted],

Our apologies for any confusion caused here.

In looking into the account, I see that cancellation for domain [redacted] was created on June 12, 2013 via our on-line cancellation site and set to officially take place on Aug 13, 2013 - A 60-day cancellation was opted for at that time. The domain was renewed on July 25, 2013 and that is why Invoice #[redacted] was generated. Now understanding that you were not interested in renewing the domain name and there was some confusion caused throughout the cancellation process, I will refund Invoice #[redacted] in full. The credit will post back to the payment method on file within 7 - 10 days.

I hope that proves helpful and thank you for your patience throughout the processes.

Sincerely,

Customer Care

1&1 Internet Inc.

www.1and1.com

Consumer

Response:

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 business has followed through and refunded the purchased amount. I appreciate the second look into the situation.

Regards,

Review: I bought a domain name for 1and1.com. The domain name was [redacted]. I received a phone call shortly after with promises of setting up my website. They were supposed to change the colors of the website, ad additional pages, etc... None of this was done. They never provided me any assistance whatsoever regarding the website. Shortly after that I cancelled my webpage all together. then a couple months later I get emails about failed payments and threats to send me to collections. I contacted 1and1 and they tell me that I have to pay them because even though I cancelled my website, the service to set up my website was never cancelled. It is a complete scam. Thats along the same lines of me selling you a car and then offering service to your car like an oil change... but I never deliver the service, and you give me the car back then I try to collect payment for the oil change. It doesn't make sense and I refuse to pay. If you try to visit the site [redacted] you will see the site does not exist, so why should I be paying for the service for the next year or so?Desired Settlement: What I would like to happen is for 1and1 to void the bill. I want the account cancelled. I do not want to pay a cancellation fee or pay a bill for service I never received. They should completely remove the account. I would like for them to also refund any money I spent for the domain name or service attached to the domain name.

Business

Response:

Dear [redacted],

We understand that you were unhappy with the contract terms that revolved around Contract [redacted] under Account [redacted].

We will offer our customers this MyWebsite service at a special rate of $19.99 per month. We do not immediately pressure customers into any 1-year contractual agreements until we feel the customers have had an opportunity to try the service first-hand. This is why we offer the 30-day free trial before any minimum contract terms (MCT) or special offers are initiated.

At any point and time, customers trying this service for free can cancel it through the online cancellation website (http://cancel.1and1.com) with their Customer ID and password. That would remove any obligation of service and is outlined at the point of sale. After the 30-day period has concluded, customers will roll into the $19.99 rate which is billed at 3-month intervals.

This is what happened here. When you spoke with our customer service agents, they were outlining the 1-year agreement that was entered into beyond the free trial period.

However, for whatever reason, we understand that this service is no longer needed or used and we do not wish to invoice customers for an unwanted service.

As such, we have since removed you from your 1-year contractual obligation. We have set the contract to cancel with an immediate effect. In this, you will not be billed or invoiced for this service in the future. In addition, we are simply wiping clean the outstanding balance for this account. You will no longer be required to contact 1&1 regarding this balance.

We apologize for any confusion caused throughout this process.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Review: I order a month subscription but only had this for approximately 5-7 days. I received a bill for over 110.00 even though my contract was for 21.00 a month. I followed the online instructions to cancel the transaction and was instructed that I had to call customer service. I called customer service and was told everything was canceled and deactivated. I received an email stating I owe 18.95 and was told it was completely deactivated is was something else I needed to do. I explain to them that I no longer had any sign on information for the site and I would appreciate it if they would just honor the online and telephone confirmation. I received a bill in the mail for 18.95 and now another for 60.94. The new bill have a threat stating I will owe 18.95 fee in addition to the 60.94 If they move to debt collections.

I have tried to explain to them that I do not owe them any money. To this day they never explained the 18.95 nor the 60.94Desired Settlement: My desired outcome is that they quit harassing me with emails and mail about owing them money when they clearly have every email I sent them including the cancellation email. I deserve to receive a 0.00 invoice because that is what I owe them.

Business

Response:

Dear [redacted],

Sorry for any confusion caused here.

The account was successfully canceled as of April 15, 2013 and there is no further action required there. When the package was switched days after ordering, any money back guarantee that would have applied was voided. This is outlined in your Control Panel throughout the switching process. An account would have to remain as-is in order to complete the promotion and take advantage of any guarantee that was confirmed during the original ordering process.

After canceling, you were automatically issued a prorated refund of $-101.08. Extra features, like domain names are nonrefundable and no credit was applied there as a result.

At current, a balance of $18.18 remains and that is why you have been receiving the failed payment notifications. You had already received a prorated refund and this remaining fee was deemed valid, which is why our Retention and Billing Departments advised you to make the final payment. I can waive it for you now as a courtesy, leaving nothing additional owed and no further action required on the account.

I hope this proves helpful and again apologize for any confusion caused throughout the process. Thank you for your patience, and for giving us the opportunity to assist.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Review: The name on the credit card is [redacted], they were using [redacted]' card to pay for [redacted] web hosting. Since I am not [redacted] they will not release any information as to what the charges are for. It is over $2,000 of unauthorized charges to our card and they will not release any information to us.Desired Settlement: I would like a detailed explanation of all the charges that we processed on [redacted]s card for all of 2012. I would also like confirmation that [redacted] is no longer able to use the card for charges with their company again.

Business

Response:

Review: I cancelled my account on April 12, 2013 and even received a prorated refund to my credit card for the full payment I had made. I submitted all required paperwork. I was again billed $44.97 on my credit card on May 30, 2013. When I called 1 and 1 on May 31, 2013, I spoke with 2 low level folks, [redacted] and [redacted], and then [redacted], who said he was a manager. None would help and [redacted] even said that the bill was valid and would stand. I called my bank to alert them to the fraud that was occurring.

41 and 1 is a slimey group only interested in taking one's money. I want the amount charged me, $44.97, credited to my credit card.Desired Settlement: I want my credit card refunded.

Business

Response:

Review: I used their website to register a domain name. After registering, I began to get sales calls. On one particular call they offered me the 1 and 1 My Website package. The salesman offered a trial period and stated that it would be 19 dollars a month after the trial period and that I may cancel at any time.

Time went by and I never once used the service. I was hit with three months of 19 dollars a month, all at once and in advance ie. the next three months. The internet invoice I received claimed that I needed to call during regular business hours, all of which I was at work but I decided to try the number on my bank statement, after hours. After being on hold for about 45 minutes I was connected with a representative who explained to me that I was in a contract and could not cancel. She stated that if I did cancel, there would be an early termination fee, pro-rated towards the amount of time I had left in said contract. When I explained that I had never used the service and was not even trying to get any money back, I just wanted to stop further charges, she told me that their services were not based on usage and that if I did not pay I would be turned over to collections.

I explained that the salesman who called me, unsolicited, told me I could cancel anytime. The representative told me that she was limited on what she could do and either pay the termination fee or plan to be billed again.

I chose to terminate and was charged nearly the remainder of "contract" and sent an email explaining that all of my "services" would be stopped immediately, despite the fact I just paid for the next three months. Not that I was going to use them, but shady business none the less.

All in all, I was completely ripped off, given nothing, and threatened with collections.Desired Settlement: To make potential customer aware that they rip people off.

Business

Response:

Dear [redacted],

We understand that you were unhappy with the contract terms that revolved around Contract [redacted] under Account [redacted].

We will offer our customers this MyWebsite service at a special rate of $19.99 per month. We do not immediately pressure customers into any 1-year contractual agreements until we feel the customers have had an opportunity to try the service first-hand. This is why we offer the 30-day free trial before any minimum contract terms (MCT) or special offers are initiated.

At any point and time, customers trying this service for free can cancel it through the online cancellation website (http://cancel.1and1.com) with their Customer ID and password. That would remove any obligation of service and is outlined at the point of sale. After the 30-day period has concluded, customers will roll into the $19.99 rate which is billed at 3-month intervals.

This is what happened here. When you spoke with our customer service agents, they were outlining the 1-year agreement that was entered into beyond the free trial period.

However, for whatever reason, we understand that this service is no longer needed or used and we do not wish to invoice customers for an unwanted service.

As such, we have since removed you from your 1-year contractual obligation - This was already confirmed and processed by the Retention Agent that you spoke with via telephone on June 20, 2013. We have set the contract to cancel with an immediate effect. In this, you will not be billed or invoiced for this service in the future. In addition, we have refunded Invoices #[redacted] and #[redacted] back to you and the credits will post back to the payment method on file within 7 - 10 days.

We apologize for any confusion caused throughout this process.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

Review: I bought hosting space on 1and1.com in January 2012. my subscription was automatically renewed in January 2013 for another year. in the recent past, I found that the service was not consistent, which affected my business.

I moved by business to another company. I called 1and1.com to request cancellation and refund of the money for the time I am not going to use their services ( I have paid till Jan 25th 2014)

The support person went ahead and cancelled the account but refused to credit my account for the time that is going to go unused. all internet hosting companies refund for unused time when cancelled.

because there is not going to be a refund, I had to reactivate the account ( I am not going to use it) which is a waste of money for me.

my 1and1 Contract ID: [redacted] Customer ID: [redacted]Desired Settlement: cancel m account and refund the money that is due.

Business

Response:

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

This e-mail serves as confirmation of the cancellation of your

1&1 Unlimited package as of 07/03/2013.

We will deactivate all package features on this date.

The following domains/features are included in your package and will be cancelled:

1&1 Online Team Storage will be cancelled from our system as of 07/03/2013.

Invoice #[redacted] generated back on January 25, 2013 has also been refunded in full and the credit will post back to the payment method on file within 7 - 10 days.

We thank you for your trust as a 1&1 customer and we look forward to welcoming you again as one of our customers.

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

http://1and1.com

Review: I have many accounts with 1and1 internet. A service that I tried to cancel back in 2005/2006 (I have a copy of the email stating I want to cancel said account) was never cancelled. THere are also items in invoices that I never ordered and continued to be bill for the original order along with services I never asked for or ordered.

They have sent me to collections for the following charges:

$78.89

$20.98

$18.95

I have many more accounts with them and spend A LOT of many every month, so I know how to pay bills, order services and cancel services when needed. They have made it IMPOSSIBLE to cancel the accounts in question.

I have tried to contact the billing and sales department, all not willing to help.Desired Settlement: Collections to be reversed and the charges to be wiped clean.

Business

Response:

Dear [redacted],

We understand that your Customer ID #[redacted] was passed to [redacted], the collection agency that we use.

We had done all that we could to contact you regarding this matter. We sent numerous e-mail reminders to the e-mail address on file and placed a financial lock on the account, freezing it in the hopes of grasping your attention.

However, for whatever reason, we understand that this account is no longer needed.

In this, we are removing your account from collections. [redacted] will remove you from any list that they have. As well, we are wiping clean any 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 regarding this account.

Finally, we wish to confirm that this account has since been cancelled. You will not be any further billed or invoiced for this service in the future.

Thank you.

Customer Care

1&1 Internet Inc.

http://www.1and1.com

--

Customer ID: [redacted]

Contract ID: [redacted]

Dear [redacted],

This e-mail serves as confirmation of the cancellation of your

1&1 Instant Domain package as of 08/28/2013.

We will deactivate all package features on this date.

The following domains/features are included in your package and will be cancelled:

- [redacted]: The auto-renew feature will be disabled for this domain as of 08/28/2013. The domain registration will then remain active until 08/28/2013, at which point the domain will expire.

- [redacted]: The auto-renew feature will be disabled for this domain as of 08/28/2013. The domain registration will then remain active until 08/28/2013, at which point the domain will expire.

We thank you for your trust as a 1&1 customer and we look forward to welcoming you again as one of our customers.

Sincerely,

Your 1&1 Internet Team

1&1 Internet Inc.

http://1and1.com