1&1 Mail & Media, Incorporated

Dear [redacted], We are sorry for the inconvenience this issue may have caused. We are still checking our records and verifying your account. We have sent a separate email asking for the latest invoice you have received from Mail.com and other relevant information. Please reply to the mail and...

provide additional details so that we can find a resolution to this issue.  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. In order for us to investigate further on this matter, we have sent you a separate email addressed to [redacted].com. Please provide us with the additional information so that we can identify the cause of the...

issue and provide you with the necessary explanation. Your cooperation and feedback would be highly appreciated.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. Regarding the...

cancellation request, we have sent an email to your mail.com account asking for verification information. This is for security reasons and also for your protection. Please provide us with the necessary details so that we can proceed with the cancellation. 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 understand that you are not satisfied with the answer provided in respect to your account. But our Support Staff and Support Manager has followed the procedures and the instructions of the GMX...

Security Department. We have reviewed the verbiage used to reply to you and it was neither rude nor inappropriate. For 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 product. According 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 account. You stated that you are the victim of a predator. We ask for your understanding that GMX can’t be involved in such disputes. It 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 responsibility. During 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 sent. With 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 password. In addition, please keep your devices as well as your password safe to avoid future complaints against your email address. As soon as we received a reply, we will re-activate your account in question.We would be glad to hear from you regarding this matter. Thanks,Kevin D[redacted]mail.com Premium Support1&1 Mail & Media, Inc.

Dear Kevin D[redacted],I'm not interested in avoiding or manipulating your detection measures. I'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 account. That 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:1. Bob sends Alice an email.2. Alice falls victim to malware.3. Malware on Alice's machine harvests Bob's e-mail address from her inbox or address book4. Bob is "joe-jobbed" (malware sends spam with Bob's address in the "From:" field).5. Spam victims make an abuse report to Bob's e-mail provider.6. If 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-mails. In April 2016 I've sent three e-mails. In March 2016 I've sent five e-mails. In February 2016 I've sent seven e-mails. In January 2016 I've sent ten e-mails. From 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 exaggeration. The 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 console. There was no infringement of the rights of third parties. My password was twelve characters long and not shared with anyone. I 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 well. Does GMX support "Two-factor authentication" for increased security?I accept your offer:1. I've read and agree to the GMX T&C's. I've never violated it in the first place.2. I'll remove the alias address you consider to be a "trademark violation" even though it was not created with the intention to violate a trademark. In addition I'll remove the majority of the other alias addresses as well.3. What 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,[redacted]

[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 26SEP15. It is inconvenient. I still do not like they have my credit card info and there is no way to delete this. A member should be able to cancel his or her account at his or her discretion. A rep called me and said that I did not respond to their email which is a downright lie. I have retained the messages to which I replied; it was more than once, probably three times. They have refunded my money.
I hope this complaint changes their illegal ways.
Thank you for your help Revdex.com! It is good to know that sometimes customers do not have to accept bullying tactics. Thank you VERY much!
Regards,
[redacted]

Below is our response for Revdex.com complaint ID  [redacted]). This case has been handled by 1&1 Internet, Inc.
 
Dear [redacted],
 
Thank you for contacting us. The Caretaker Team has since looked into your account and can confirm the...

following:
 
1&1 does in fact allow SSL over IMAP.  This is included in our documentation from the help site.  For example, if you are using [redacted]:
Set Up E-mail with [redacted] using IMAP, Step 13
[redacted]
 
To test to ensure this was accurate I setup my own test mail account and everything functions normally with IMAP and SSL enabled.
 
Also, the sending of messages is SMTP and not IMAP related.  I can see the history of the account including the Abuse Team tracking which indicates that some messages were being sent from the email address [redacted] which were considered to be SPAM.  SMTP can also be encrypted via TLS.  I have tested this and it is working.
 
I apologize if you were not privy to this information previously but 1&1 does support SSL/TLS encryptions for both IMAP and SMTP services.  Depending on your email client you can choose multiple setup articles from help.1and1.com.
 
1&1 does not investigate client side issues in regards to SPAM or potential virus/hacking related issues.  Our Abuse Team will simply inform our customers if something suspicious happens.  The security of our mail servers is not the same thing as the security of your email client.  After reviewing the data it simply seems that your address was sending messages it should not have been. A simple virus scan would be the best course of action.  Since all data is passed via a password check, especially for SMTP, a virus is the most likely culprit.  Without a password messages cannot be sent via our SMTP relays.
 
Perform a thorough anti-virus scan on all computers which have been used to access the mailbox.
 
As immediate measure, get a free safety scan on
- [redacted] Safety Scanner:
[redacted]
- [redacted] (for [redacted] users):
[redacted]
 
The sending of emails from an unknown origin is quite common and sometimes unavoidable on the side of 1&1.  Temporary mail relays, client side viruses and email spoofing are an unfortunate method for many people to send illegitimate emails.  Again, I apologize for any previous inconvenience.  This is why our Abuse Team exists to point out potential issues for our customers.
 
Thanks for your patience and have a nice day.
 
Please do not hesitate to contact us if any other questions/concerns remain.
 
Sincerely,
[redacted]
Solutions Expert
Caretaker Team
1&1 Internet Inc.

Dear [redacted], We are sorry for the incovenience this issue may have caused you. We have sent a separate email, which provides an explanation regarding the repetitive emails that you have received and the benefits of premium membership. The issue has been resolved and...

you should be able to access your account with your usual login credentials. We would like to hear your feedback regarding this case. Thanks,Kevin D[redacted]Mail.com Premium Support1 & 1 Mail & Media, Inc

Hi [redacted],
I sincerely apologize for any inconvenience associated with your account.
As this particular matter is that of technical in nature, I have forwarded the information wihtin your complaint to our advance technical support and will look into your desired settlement. As...

you have mentioned, you do not want to be contacted. Please let us know if there are other ways that we can do to improve our service to our customers. Once more, we apologize for any inconvenience this may have caused.
Thanks,[redacted]1 & 1 Mail & Media, IncMail.com Premium Supportv

Here is our response for  Revdex.com Complaint ID [redacted]):
 
Dear [redacted],
 
I sincerely apologize for any inconvenience that has occurred with your account.
 
1 & 1 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 2014. However, the last 2 logins we can see are from 28th of May and 9th of June 2014.
 
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
1 & 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 response. If 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 apologize for any inconvenience this issue may have caused. In the global effort of fighting spam and fraudulent activities, our security department reserves the right to block accounts that have been identified by our filters. This...

is covered in our terms and conditions. With thousands of registrations per day and automated filters, however, it is possible that false positive matches occur. This is why we have made a support staff available ready to help  for our free email customers. We currently have a higher than usual ticket volume and this has caused a delay in our response to you. We usually have a less than 24 hour response time but do not guarantee this for our free email account holder. In 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 7 days a week. You have initially received a message that the account will remain blocked but we were able to override the decision and have unblocked the account. We have sent you an email and you should be able to log into your account again. 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. Based on the information that you have initially provided, we cannot find any related transaction. In 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 information. Your cooperation and feedback would be highly appreciated. 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. In order for us to investigate further on this matter, we have sent you a separate email addressed to [redacted].com. Please provide us with the additional information so that we can...

identify the cause of the issue and provide you with the necessary explanation. Your cooperation and feedback would be highly appreciated.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 are still checking our records and verifying your account. We have sent a separate email asking for the latest invoice you have received from Mail.com and other relevant information. Please...

reply to the mail and provide additional details so that we can find a resolution to this issue.  Thanks,Kevin D[redacted]Mail.com Premium Support1 & 1 Mail & Media, Inc.

This is the second time in my life I have had to use Revdex.com and I was VERY pleased with the outcome both times. Thank you again for your wonderful service/help.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Sincerely,
[redacted]

Dear [redacted], We are sorry for the inconvenience this issue may have caused. Please be informed that your premium contract has been cancelled as per your request. Also, please note that we have cancelled the invoice and this means that you will receive a refund, in a form of...

credit card refund. You should receive the money on your bank account within the next 14 working days. Please make sure that the credit card used for the last payment is still valid otherwise, we cannot transfer the money to your bank account. The premium features will be available until September 26, 2015. This means that after losing the premium features, you will have a free mail account. We have sent a separate email with specific details and instructions. 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 reactivated your contract and the account premium features.
We have sent a separate email to you to ask for more details regarding the download excess.
The account activation issue has been resolved. We would like to hear your feedback about this.
Again, we apologize for the inconvenience this may have caused.
Thanks,
Kevin D[redacted]
Mail.com Premium Support
1&1 Mail & Media,Inc.

Dear [redacted],
We are sorry for the inconvenience this issue may have caused.
In order for us to investigate further, we have sent a separate mail to your msn email account to ask for more details. We would appreciate if you can provide us the necessary information that ...

we are asking for. We will look into this case with utmost importance.
Thanks,Kevin D[redacted]Mail.com Premium Support1 & 1 Mail & Media, Inc.

Revdex.com:At this time, I have not been contacted by Mail.com regarding complaint ID [redacted].Sincerely,[redacted]