1&1 Mail & Media, Incorporated

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 if the business also confirms that I will not be charged anything in the future and I can close my accountTheir wording about invoices was confusing in their last emailSo, I never want to use mail.com again, please confirm that I will have no future invoicesThank you Regards, [redacted] ***

Dear [redacted] ***, We are sorry for the inconvenience this issue may have causedWe understand that you are not satisfied with the answer provided in respect to your accountBut our Support Staff and Support Manager has followed the procedures and the instructions of the GMX Security DepartmentWe have reviewed the verbiage used to reply to you and it was neither rude nor inappropriateFor company security, we do not usually share the details of the reason why we blocked an account because it would provide the opportunity to avoid or manipulate our detection measures all together, which would be harmful to our systems and our productAccording to our Terms and Conditions you agreed on (http://www.gmx.com/company/terms), we clearly state that “GMX reserves the right to block mail from any source, including outgoing mail from your Account, which GMX believes, in its sole discretion, is being used to send such unsolicited email ” The GMX Support has received external complaints that unwanted messages were received from your accountYou stated that you are the victim of a predatorWe ask for your understanding that GMX can’t be involved in such disputesIt is your responsibility as the account owner to keep your password safe and all transactions made in or with this account is the account owners responsibilityDuring review of the account (which we conduct after such external complaints), we also found a trademark violation in one of the address names used ( [redacted] ) Again, according to our Terms and Conditions we state” “GMX may, in its sole discretion, suspend or terminate customer accounts which it believes infringe the rights of third parties”GMX does not suspend accounts without reasons and in this case the Support Manager has requested review twice from the Security Department before the final answer described by the customer was sentWith this said, we want to offer you that we will re-open your account if you comply to the following items: please confirm that you have read and agree again to the GMX T&C’s, after re-activation of your account disable the above-mentioned alias address, run a virus check and afterwards change your passwordIn addition, please keep your devices as well as your password safe to avoid future complaints against your email addressAs soon as we received a reply, we will re-activate your account in question.We would be glad to hear from you regarding this matterThanks,Kevin D [redacted] mail.com Premium Support1&Mail & Media, Inc

Dear [redacted] , We are sorry for the inconvenience this issue may have caused youPlease be informed that our security department has blocked the mail.com account and unlinked your [redacted] email address from the said account.We would be glad to hear your feedback regarding this caseThanks,Kevin D [redacted] mail.com Premium Support1&Mail & Media, Inc

Dear [redacted] ,We apologize for any inconvenience this issue may have causedIn the global effort of fighting spam and fraudulent activities, our security department reserves the right to block accounts that have been identified by our filtersThis is covered in our terms and conditionsWith thousands of registrations per day and automated filters, however, it is possible that positive matches occurThis is why we have made a support staff available ready to help for our free email customersWe currently have a higher than usual ticket volume and this has caused a delay in our response to youWe usually have a less than hour response time but do not guarantee this for our free email account holderIn addition, for business accounts, we strongly recommend our premium service where business customers are able to prove the validity of their business and receive phone support days a weekYou have initially received a message that the account will remain blocked but we were able to override the decision and have unblocked the accountWe have sent you an email and you should be able to log into your account againThanks,Kevin D [redacted] Mail.com Premium Support1&Mail & Media, Inc

From: [redacted] < [redacted] >Date: Tue, Nov 7, at 8:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com The merchant responded to the correct support issue now, so this case can be close as resolved Thank you

Dear Kevin D [redacted] ,I'm not interested in avoiding or manipulating your detection measuresI'm just trying to get to the bottom of why my account was abruptly blocked when there was no problem with the account in the past.You say that GMX Support received external complaints that unwanted messages were received from my accountThat confirms my suspicion that my account is "joe-jobbed"I don't know if you are familiar with the "joe job" spamming technique but from what I understand it works something like this:Bob sends Alice an emailAlice falls victim to malwareMalware on Alice's machine harvests Bob's e-mail address from her inbox or address bookBob is "joe-jobbed" (malware sends spam with Bob's address in the "From:" field)Spam victims make an abuse report to Bob's e-mail providerIf Bob's e-mail provider is incompetent, they block Bob's account not realizing Bob did nothing wrong, and probably does not even know he was joe-jobbed.How do I protect my account from being "joe jobbed"? How does GMX protect my account from being "joe jobbed" and me being falsely accused of sending unwanted messages? I've received spam messages which were not addressed to me but because my address was listed in the ""Envelope-To:" field, it was delivered to me.I know which e-mails I've sent and I've never sent any unsolicited e-mailsIn April I've sent three e-mailsIn March I've sent five e-mailsIn February I've sent seven e-mailsIn January I've sent ten e-mailsFrom my e-mail usage pattern it is obvious that I don't send a lot of e-mails.Saying that one of the alias e-mail addresses on the account is a "trademark violation” is an exaggerationThe alias was certainly not created to violate any trademark but merely to have a separate e-mail address for when I created an account with [redacted] for my gaming consoleThere was no infringement of the rights of third partiesMy password was twelve characters long and not shared with anyoneI don't know what security measure GMX has in place when it comes to storing passwords but if companies such as [redacted] , [redacted] and [redacted] can be hacked, and then GMX can be hacked as wellDoes GMX support "Two-factor authentication" for increased security?I accept your offer:I've read and agree to the GMX T&C'sI've never violated it in the first placeI'll remove the alias address you consider to be a "trademark violation" even though it was not created with the intention to violate a trademarkIn addition I'll remove the majority of the other alias addresses as wellWhat is the maximum length and requirements of a password? I want to use a password generator to create a random password.If there are any future complaints against my account, then GMX's security is severely lacking.Thanks,***

Dear [redacted] ***, We are sorry for the inconvenience this issue may have causedBased on the information that you have initially provided, we cannot find any related transactionIn order for us to investigate further and resolve this issue, we have sent you a separate email addressed to [redacted] Please reply to that separate email and provide the requested informationYour cooperation and feedback would be highly appreciatedThanks,Kevin D [redacted] Mail.com Premium Support& Mail & Media, Inc

Dear [redacted] , After thorough account verification, we would like to inform you that the account in question has been locked and the contract has been cancelled. Furthermore, the invoice has been cancelled and you will receive a refund in the form of a credit card refund within the next 14 working days. Please make sure that the credit card used is still valid otherwise, we cannot transfer the money to your bank. We hope that this matter has been resolved to your satisfaction. We would be glad to hear your feedback regarding this case.Thanks,Kevin D [redacted] Mail.com Premium Support1 & 1 Mail & Media, Inc.

Dear [redacted] ***, Please be informed that we have reactivated your contract and the account premium featuresWe have sent a separate email to you to ask for more details regarding the download excessThe account activation issue has been resolvedWe would like to hear your feedback about thisAgain, we apologize for the inconvenience this may have causedThanks, Kevin D [redacted] Mail.com Premium Support 1&Mail & Media,Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Here is my reply to the company that is committing fraud and responded with facts to you about this case RE: [redacted] - ABSOLUTELY NOT resolved [redacted] High priority 7/23/ To: [redacted] First of all: I DID NOT CHANGE my account! Please cease this accusation - diverting the blame from your 'account set up' online that is SO poorly framed -- there is NO Link to get account details! Do not accuse me AGAIN of changing my account by simply looking attempting to look at my account details online -- in the instance you had NOT charged me for my annual subscriptionNor will I accept another glossing over of the fact that your phone rep (a paid service by me) was incompetent and led me to a link that might have caused this errorIn ANY CASE: The error is YOURS or your reps -- and or rooted in your poorly framed website with NO options to view your account details!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Read my earlier messagesI WANT and deserve a full apology in writing for not just this year -- but all my nearly years as your customer where my account details were hidden from me! MY Revdex.com complaint will NOT be resolved until which time there is a link on your site that reveals this information Renewal Date Past Payments Account History Subscription details including full list of services for fee I am further filing a claim with the consumer protection bureau with this exhibit (see pasted below) of the type of information THAT MUST be provided to your customers regarding your failure of transparency and website featuresNamely that when you look into "Other Subscription options available" you are trapped into a link that leads to a selection of A MORE EXPENSIVE option! This is fraud All you have to do to endeavor the type of proper transparency that is expected in honest US business dealings is to LOOK at ANY other website of ANY TYPE whatsoever of internet or online or telecommunications or good and services -- service providers! There is NO link on your premium or basic site that reveals transparency of fair and honest information! By email invoices you leave the owness on the customer to retain ALL OF THOSE invoice emails and the access and storage is your obligation as a service providerI give this example of what is available to me for my [redacted] fee for service account and this information will be included in my claim to the Consumer protection bureau and the Revdex.com In the case – A customer complaint in this claim that MAIL.COM Premium service neglects transparency of information to its customers[Begin: Representation by: [redacted] , complainant to mail.com, providing supporting documentation: Information available when subscribing to OUTLOOK.COM - a comparable email service to PREMIUM MAIL.com(For this representation ">" indicates a hyperlink to full details on that category) (SCROLL TO END for full details) [redacted] Live [redacted] Plus Across the top of the screen there are hyperlinks (>) to >view history (shows my entire acct history beginning from Purchase Date 12/6/to my renewal through 6/6/2015) >view transactions (see below detailsa link to my entire transaction history) >contact support (See below for details on the Left Column hyperlink (>) options for ACCOUNT info) Click Status there are hyperlinks (>) to see : Status Active >cancel subscription Subscription expires 6/6/ >renew subscription Description The [redacted] Plus yearly subscription of $xx.xx plus tax includes Gigabytes of total [redacted] Live [redacted] account space, the ability to send larger attachments, and exemption from the account expiration policyNo third party advertisingJust feature tips and product info from [redacted] Refund only available if cancelled within one month from purchase and automatically renews yearly unless cancelledYou will receive a renewal letter days prior to the renewal date >MSN US standard subscription agreement Pending payments No pending balancesAuto-renew is not enabled Payment Option [redacted] : xxxxxxxxx >change payment option Details of the "Transaction History" hyperlink: >Review your transactions US - Personal Account >View From January February March April May June July August September October November December >View To January February March April May June July August September October November December >Payment Option All Payment Options [redacted] : xxxxxxxx Subscription All Subscriptions [redacted] Live [redacted] Plus >Currency All Currencies USD Details of the OVERVIEW SCREEN: >Account >Basic info >Security & password >Recent activity >Aliases >Related account >Billing >Overview >Transactions >Subscriptions >Payment options >Billing info >Billing help [End]

Dear [redacted] ,Please be informed that we have processed for a full refund to your credit card accountHowever, the payment data was not transferred to the system due to a technical error which caused the transaction to be unsuccessfulThis has been corrected and the full refund should go throughPlease check again within the week and let us know if this is not the caseFor more details, please refer to the separate email that we have sent to youAgain, we sincerely apologize for the inconvenienceThanks,Kevin D [redacted] 1&Mail & Media, Incmail.com Premium Support

Dear [redacted] ***, We are sorry for the inconvenience this issue may have causedPlease be informed that we have reopened the account and you should have access to it againWe have sent a separate mail with the explanation and detailed instructions to ensure that your account should be secureWe hope that this has resolved the issueWe would be glad to hear your feedback about this matter Thank you for your understanding Thanks,Kevin D [redacted] Mail.com Premium Support& Mail & Media, Inc

[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 It was not a perfect solution bc I still had to monitor and login to my account bc they would only close it on 26SEPIt is inconvenientI still do not like they have my credit card info and there is no way to delete thisA member should be able to cancel his or her account at his or her discretionA rep called me and said that I did not respond to their email which is a downright lieI have retained the messages to which I replied; it was more than once, probably three timesThey have refunded my money I hope this complaint changes their illegal waysThank you for your help Revdex.com! It is good to know that sometimes customers do not have to accept bullying tacticsThank you VERY much! Regards, [redacted]

Dear [redacted] , We are sorry for the inconvenience this issue may have causedWe have escalated the matter to our System Administrators and they are still investigating the issueWe will contact you and provide the necessary information as soon as it becomes available to usRegarding the cancellation request, we have sent an email to your mail.com account asking for verification informationThis is for security reasons and also for your protectionPlease provide us with the necessary details so that we can proceed with the cancellationThanks,Kevin D [redacted] mail.com Premium Support1&Mail & Media, Inc

Here is our response for Revdex.com Complaint ID [redacted] ( [redacted] ): Dear [redacted] , I sincerely apologize for any inconvenience that has occurred with your account & Mail & Media Inc ( [redacted] ) is very interested in solving this matter but unfortunately we have not received any feedback from you According to our records, the password for your [redacted] account was changed on 8th of June However, the last logins we can see are from 28th of May and 9th of June Please help us in solving this matter and let you know if you are able to access your account or someone else is using it Your cooperation and feedback are highly appreciated Thanks, Kevin D [redacted] Premium Support & Mail & Media, Inc

Regarding Revdex.com Complaint ID [redacted] we have contacted the customer ( [redacted] ***) and informed him that the premium contract in subject and the invoices have been cancelledA refund has also been processed where he will receive the money through a credit card refund within the next working daysIf you have questions, please let me know.Thanks,Kevin D [redacted] Operations ManagerDear [redacted] ***, As mentioned in our separate email, the premium contract in subject has been cancelledThe account is locked and will not be reopenedWe have also provided a detailed explanation regarding the chargesFurthermore, the invoices have been cancelled and you will receive a refund in the form of a credit card refund The refund process is already in progressPlease expect the transaction within the next working daysPlease make sure that the credit card used for the last payment is still valid otherwise, we cannot transfer to the money to your bankWe hope that this matter has been resolved to your satisfactionWe would like to hear your feedback regarding this caseThanks,Kevin D [redacted] Mail.com Premium Support& Mail & Media, Inc

Dear [redacted] We are sorry for the inconvenience this issue may have causedRegarding the first ticket, we have already sent the password link to your gmail address so that you can reset your passwordWe have also provided you with the explanation in the separate mailWe hope that this has resolved the issueRegarding the other ticket, we are still loooking into it and we hope to provide you with the resolution as soon as possibleWe would be glad to hear your feedback regarding this caseThanks,Kevin D [redacted] Mail.com Premium Support1&Mail & Media, Inc

Here is our response for Revdex.com Complaint ID [redacted] ( [redacted] ***): Dear [redacted] , Thank you for your feedback This email is related to your Revdex.com complaintWe would like to inform you that we have satisfied the desired settlement You have again (since 12th of June 2014) an annually tariff for your contract number [redacted] Please be informed that according to our further investigations made by our developers, the change from the yearly to the monthly tariff was done by youProbably, you were not aware about the impact when you clicked on the “Change Payment Feature”However, the monthly invoice has been cancelled and you received a refund We would like to ask for your feedback and hope that you are satisfied with the resolution Thanks, Kevin D [redacted] Mail.com Premium Support & Mail & Media, Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Premium service was cancelled Thank you The credit card we had at your site was cancelled due to the number being stolen I will not put a new card number at your site for you to return the change that you made without my authorization Please send a check or money order to our address to cover the charge that was made This is not our fault that we were charged without our permission for service that we did not request Regards, [redacted] ***

Dear [redacted] ,We are sorry for the inconvenience this issue may have causedIn order for us to investigate further on this matter, we have sent you a separate email addressed to [redacted] @***.comPlease provide us with the additional information so that we can identify the cause of the issue and provide you with the necessary explanationYour cooperation and feedback would be highly appreciated.Thanks,Kevin D [redacted] Mail.com Premium Support& Mail & Media, Inc