1&1 Mail & Media, Incorporated

Dear *** ***,We are sorry for the incovenience this issue may have caused.Based on the current sof your premium Mail.com account, it has a filter rule that will forward all incoming emails to a certain email address.The failed delivery message you sent us on
the 10th of May showed that an email could not be sent to a particular email addressIn this case, this is a sending issue and is not related to the forwarding featureThe failed delivery message pointed out that the address where it should be sent to is invalidWe therefore ask you to check if the email address existed and is correctly writtenFor the specific details, we have sent a separate email to your email address on file.Regarding the refund amount, please note that the matter is not related to any premium featureWe totally understand the inconvenience this issue may have cause and are willing to submit you the following offer:You have the option to get a retroactive discount on your latest invoice (please check the separate email we sent for the specific amount)Please let us know until the 28th of June if you want to accept this offerIf so, we will transfer the mentioned amount to your credit card as soon as possible.We would be glad to hear your feedback about this.Thanks,Kevin D***Mail.com Premium Support1&Mail & Media, Inc

Dear *** ***, We greatly appreciate your feedback and we are constantly striving to improve the quality of our service. While there is no limitation on the amount of storage space a particular email account can utilize, due to the technical limitations of 1&*** email infrastructure there are some technical parameters for the email service which cannot be exceeded, including the number of emails which can be stored within a single accountThis is also outlined in the Service Agreement https://www.***.com/company/terms/ (especially under paragraph 8.22), which is available to all customers prior to registration. As previously stated, we will not be able to accommodate you with a technical solution to cover your individual needs regarding email storageWe advise that you look for other email providers in the market, which could be more suitable for your needs. Thanks,Kevin D***mail.com Premium Support1&Mail & Media, Inc

Dear *** ***, 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 (***) 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***mail.com Premium Support1&Mail & Media, Inc

Dear *** ***,We are sorry for the inconvenience this issue may have causedIn order for us to resolve this matter, we have sent a separate email to provide you an explanation about the bill and to ask for more information regarding your accountWe would appreciate if you can provide us the
necessary details.We have attempted to contact you through phoneHowever, we only reached a voice mailWe will continue to contact you so that we can assist you further and resolve the issueThanks,Kevin D***Mail.com Premium Support1&Mail & Media, Inc

Dear *** ***, We are sorry for the inconvenience this issue may have causedPlease be informed that your premium contract has been cancelled as per your requestAlso, please note that we have cancelled the invoice and this means that you will receive a refund, in a form of credit card
refundYou should receive the money on your bank account within the next working daysPlease make sure that the credit card used for the last payment is still valid otherwise, we cannot transfer the money to your bank accountThe premium features will be available until September 26, This means that after losing the premium features, you will have a free mail accountWe have sent a separate email with specific details and instructionsWe would like to hear your feedback regarding thisThanks,Kevin D***Mail.com Premium Support& Mail & Media, Inc

Hi *** ***,
We sincerely apologize for the inconvenience this may have caused you
We are a global email provider with different brands, products and account typesWe, as a company, do not send any emails to non-customersWe only send newsletters to our existing
customersWe have attempted to contact you through the number that you have providedHowever, we were not able to reach youWe would appreciate if you can provide us an alternate contact number and the best time for us to contact you
In order for us to assist you further, we would also like to ask for the Mail.com account in question that is receiving spam emails or unwanted newslettersIs this also relating to your AOL account receiving spam or unwanted newsletters? We would appreciate if you can reply to the separate email that we have sent you and provide us information such as sender address of the email, subject, extended header, etcThanks, Kevin D***Mail.com Premium Support& Mail & Media, Inc

Dear *** ***,We are sorry for the inconvenience this issue may have caused. Please be informed that we have cancelled your account based on your requestThe new cancellation has been processed and will take effect within the next daysAfter this, you should be able to delete the account
yourself once the premium service has been completely deactivatedYou will also receive a refund within the next working daysWe have sent a separate email to you for more details. We would be glad to hear your feedback regarding this case. Thank you for your patience and understanding. Thanks,Kevin D***.com Premium Support1&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:
Although I accept their response since the accounts are now accessible, please note the accounts were not available for lfor approximately four daysThe accounts were not cleared until I made my report to the Revdex.comIt is obvious there was a glitch in their system or foul playI have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear *** ***, We are sorry for the inconvenience this issue may have caused.We have escalated the matter to our System Administrator and the issue is still being investigatedWe have sent a separate email to you asking for important information for account verificationWe would appreciate if
you can provide us with the necessary details so that we can proceed with your request. We will contact you and provide further information as soon as it become available to us. Thanks,Kevin D***mail.com Premium Support1&Mail & Media

Here is our response for Revdex.com Complaint ID *** (*** ***):
Dear *** ***,
I sincerely apologize for any inconvenience that has occurred with your account
Please be informed that you will receive a refund in the form of a credit
card refundThe amount will be transferred to your *** credit cardPlease take note that it usually takes 7- business days for transfers like this to go through
For the specific details, please refer to the separate email which we have sent to you
Please let us know if the issue has been resolved
Once again, we apologize for any inconvenience this issue may have caused
Thanks,
*** ***
Mail.com Premium Support
& Mail & Media, Inc

Dear Ms*** ***,
I sincerely apologize for any inconvenience that has occurred here with your account.
As this particular matter is that of a technical nature, I will forward the information contained within your complaint, to my Technical Specialist, in order
to investigate the referenced issue further. They will be in contact with you shortly, to inform you of any updates which lead to a possible resolution in regard to this caseOnce more, we apologize for any inconvenience that has been caused hereThanks,Kevin D***Mail.com Premium Support1&Mail & Media, Inc

Fwd: Complaint ID ***
Inbox
x
Revdex.com of Metro Washington DC
10:AM (minutes ago)
to me
---------- Forwarded message ----------
From: *** ***
Date: Thu, Jul 3, at 2:PM
Subject:
Complaint ID ***
To: "[email protected]"
The company contacted me and resolved the issueThank you for providing the mechanism to address such issues

Dear *** ***, We are sorry for the inconvenience this issue may have caused.We have sent a detailed explanation about the status of your mail accounts to ***@email.comAs stated, we have forwarded the request to the appropriate department regarding account reactivationWe will provide
further updates regarding this case.We would appreciate if you can reply to the ticket that was sent to you so that we can further assist you Thanks,Kevin D***Mail.com Premium Support& Mail & Media, Inc

Dear *** ***,We are sorry for the inconvenience this issue may have caused.Please 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 matterThank you for your understandingThanks,Kevin D***Mail.com Premium Support& Mail & Media, Inc

Dear [redacted], We are sorry for the inconvenience this issue may have caused you. We have sent an email instruction regarding password recovery and some important reminders to your email accounts (@[redacted].com and @[redacted].com).  Also, we have attempted to contact you via phone. However, we...

were not able to reach your number. Can you please confirm that your issue has been resolved and that you were able to successfully login to your account?Hoping for your feedback regarding this matter. Thanks,Kevin D[redacted]mail.com Premium Support1&1 Mail & Media, Inc.

Dear [redacted],We are sorry for the inconvenience this issue may have caused.We have escalated the matter to our System Administrators and they are still investigating the issue. We will contact you and provide the necessary information as soon as it becomes available to us.Thanks,Kevin...

D[redacted].com Premium Support1&1 Mail & Media, Inc.

Dear [redacted] (Customer ID # [redacted]), I sincerely apologize for the inconvenience associated with your account.  Please understand that this unfortunate situation was not intentional, as the issue associated with your emails was caused by a system bug, that is currently being...

investigated.Our records indicate that one of our Technical Support Team supervisors recently spoke with you regarding this matter. It was notated that they had informed you that our System Administrators have found a resolution to this system bug, and the fix will be rolled out to the affected customers in early January. In the meantime, you can manually move the emails from the Spam folder, to your Inbox folder through using the drag and drop function. I see that the supervisor also applied 2 free months of service to the hosting portion of your account, due to this inconvenience.Moving forward, if you require any additional assistance, please feel free to contact us here in the Solutions Team via email to: [email protected] more, we apologize for any inconvenience that has been caused here.Thank you.Kevin D[redacted]mail.com Premium Support1&1 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.Since the item is not currently fixed I would request that someone from 1 and 1 email or call me when it is functional.
Regards,
[redacted]

Dear [redacted] [redacted], We are sorry for the inconvenience this issue may have caused.We have reviewed this case and determined its cause. We have contacted you by phone and provided further instructions. We hope that this has resolved the issue.We would like to hear your feedback regarding this....

Thanks,Kevin D[redacted]mail.com Premium Support1&1 Mail & Media, Inc.

Dear [redacted],Please be informed that we have already cancelled the invoices and accounts. You will receive a refund and the amount will be charged back to your credit card within a given number of working days. For more details, please refer to the separate email that we have sent to your [redacted].[redacted] email address. Moving forward, you will no longer be billed or invoiced for any services considering that the accounts are no longer active. We hope that this has resolved the issue. We would appreciate if you can provide us feedback regarding this matter. Once again, we are sorry for the inconvenience this issue may have caused. Thanks,Kevin D[redacted]Mail.com Premium Support1&1 Mail & Media, Inc.