1&1 Mail & Media, Incorporated

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 cancelled. A refund has also been processed where he will receive the money through a credit card refund within the next 14 working days. If you have questions, please let me know.Thanks,Kevin D[redacted]Operations Manager
Dear [redacted], 
As mentioned in our separate email, the premium contract in subject has been cancelled. The account is locked and will not be reopened. We have also provided a detailed explanation regarding the charges. Furthermore, 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 progress. Please expect the transaction within the next 10 working days. Please make sure that the credit card used for the last payment is still valid otherwise, we cannot transfer to the money to your bank. We hope that this matter has been resolved to your satisfaction. We would like to hear your feedback regarding this case. 
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 sent a detailed explanation about the status of your mail accounts to [redacted]@email.com. As stated, we have forwarded the request to the appropriate...

department regarding account reactivation. We 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[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. 
Regards,
[redacted]
 PS: The credit card used in the referenced situation is no longer active; any refund should be submitted to my bank. Thanks for your assistance in resolving this issue.

Dear [redacted],We are sorry for the inconvenience this issue may have caused. We would like to inform you that your premium account has been terminated as per your request. We sent you a confirmation of the cancellation on the 12th of February 2015. The...

premium features were available until the 14th of February 2015 that means that after this date, you lost the premium features and you have a free mail account. If you want to delete this account, you may log into your free mail account (after the cancellation of your premium account is effective) and click on “Delete Account”. This feature is available in “My Account” section.Furthermore, please note that we partially cancelled your last invoice, which means that you will receive a refund in the form of a credit card refund. You should receive the money in your bank account within the next 14 working days. Regarding the email that you have received on Friday, February 13, 2015 at 12:29 AM, it is related to a credit note. This email confirms the partial cancellation of your last invoice. As a result, your credit card will be refunded. We apologize for any inconvenience with the misunderstanding this may have caused. The credit card is not fully visible in your account so there is no need to worry about that. Once the email account is deactivated/deleted by you, no one will be able to use it anymore. Please make sure to delete the account as instructed in our last two emails. Please note that a cancellation does not mean that the account is deleted. We would be glad to hear your feedback about this. Thanks,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.  Account has been restored.
Regards,
[redacted]

Dear [redacted], We are sorry for the inconvenience this issue may have caused you. We have checked the email addresses that you have specified and we see that both accounts are active and accessible. Also, the accounts are not blocked from our side. However, we did not see any...

tickets or records about your contact with Mail.com support regarding the issue. We woul appreciate if you can inform us immediately as soon as you encounter any problems so that we can assist you further and provide the necessary resolution. If you have any related issues, please do not hesitate to contact us. 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. This is to confirm that your premium Mail.com contract has been cancelled as per your request. Also, please note that the invoice has been cancelled. This means that you will receive a refund in the form...

of a credit card refund. Please make sure that the credit card used for the last payment is still valid otherwise, the money cannot be transferred to your bank account.The premium features will be available until the 27th of August 2015. This means that after losing the premium  features, you will have a free mail account. We have sent a separate mail to your email address for further instructions.We would like to hear your feedback regarding this case. 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.
Please be informed that your premium account has been deactivated on the 1st of July 2011 due to an outstanding payment. Your credit card on file either expired or did not have sufficient...

balance to charge from. Your mail.com account has been downgraded to freemail which also loses all premium features. Furthermore, we noticed that you were able to upgrade your account o premium membership. Your contract will be reactivated as soon as possible. We have sent a separate email to you for further details. 
Again, we truly apologize for the delayed response and hope to clear this as soon as possible.
Thanks,Kevin D[redacted]Mail.com Premium Support1&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:
Our account has been active with Premium services until
December 2014.  In 2011 there was an
issue where we were billed multiple times for Premium services.  I believe that in order to correct the
problem on your end, our account was deactivated and reactivated.  We have been using and paying for services
since that time.
We received no notice that our account was going to be
deactivated at ANY time.  If there is a
billing problem or other issue, I respectfully ask to be notified so I can
rectify the problem prior to having our account deactivated and subsequent
download in excess of 5 GB of data to my laptop.
Please reinstate my Premium account services today, and
kindly send me a billing statement when our next installment is due.
Regards,
[redacted]

[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:
They are not being truthful. They are artful at crafting language that is misleading, sending email after email requesting the same information over and over, and providing answers that don't actually address the questions. This response is yet another case in point. The issues - business killing issues directly caused by the company - have not only NOT been resolved, they've created far more significant problems through general cursory and incomplete attempts in the process then refusing to address those as well. They provide only limited, partial responses and their contention that they have thoroughly and responded is simply outrageous.In fact, they prevented the approachable, sharp technical rep assigned to the case who I believe might have been able to resolve the issues from responding to either emails or phone calls barely one step into the process. Since initially bringing the problems to 1and1.com's attention in Oct 2014, they've responded only as they please with a little effort as they can possibly get away with a genuine disinterest in an actual resolution. Their annoyance at customer care is made abundantly clear.
I am preparing the answer to the issues and matters in red font they referenced along with the documentation that addresses my comments above for the record so that the misleading messages that have come from 1and1 through the Revdex.com are addressed. Please allow me a day or so to complete and upload the information before closing out this complaint.
Regards,
[redacted]

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 account. Their wording about invoices was confusing in their last email. So, I never want to use mail.com again, please confirm that I will have no future invoices. Thank you. 
Regards,
[redacted]

Dear [redacted],
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 again. We have sent a separate mail with the explanation and detailed instructions to ensure that your account...

should be secure. We hope that this has resolved the issue. We would be glad to hear your feedback about this matter.
Thank you for your understanding.
Thanks,Kevin D[redacted]Mail.com Premium Support1 & 1 Mail & Media, Inc.

Dear [redacted],  We have reviewed our correspondence with you in which you state that you have set up the address in question for your “legal business that was just created in [redacted] under an LLC”. Instead of a first name/last name, you provided in the registration the company...

name, which is also reflected in the email address name. While we have followed all instructions and procedures in providing the answer we received from the security department, we apologize that you were not offered the following: could you please forward to us some type of proof that you are associated with the company that you have stated and are allowed to use this company name.  In our T&C, we state that “GMX may, in its sole discretion, suspend or terminate customer accounts which it believes infringe the rights of third parties”. We understand that in your case, this has caused an inconvenience and apologize for this but we hope for your understanding that anti-abuse measures regarding infringement and trademark violations is one of our main concern here. As soon as we receive the information from you, we are glad to further assist you in this matter.Thanks,Kevin D[redacted]Mail.com Premium Support1&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: Here is my reply to the company that is committing fraud and responded with false facts to you about this case.
 RE: [redacted] - ABSOLUTELY NOT resolved.
[redacted]    High priority  7/23/14     
To: [redacted]
First of all: I DID NOT CHANGE my account! Please cease this false 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 subscription. Nor 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 error. In 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 messages. I WANT and deserve a full apology in writing for not just this year -- but all my nearly 16 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 features. Namely 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 provider.
I 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 12/6/2001 to my renewal through 6/6/2015)
 >view transactions  (see below details. a 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
 6/6/2015 
 >renew subscription 
Description
The [redacted] Plus yearly subscription of $xx.xx plus tax includes 10 Gigabytes of total [redacted] Live [redacted] account space, the ability to send larger attachments, and exemption from the account expiration policy. No third party advertising. Just feature tips and product info from [redacted]. Refund only available if cancelled within one month from purchase and automatically renews yearly unless cancelled. You will receive a renewal letter 30 days prior to the renewal date.
 >MSN US standard subscription agreement  
 Pending payments
 No pending balances. Auto-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  
2014  2013  2012  2011  2010  2009  2008  2007  2006  2005  2004  2003  2002  2001  
>View To
January  February  March  April  May  June  July  August  September  October  November  December  
2014  2013  2012  2011  2010  2009  2008  2007  2006  2005  2004  2003  2002  2001  
>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], 
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.

Here is our response for Revdex.com Complaint ID [redacted]):
Dear [redacted],
Thank you for your feedback.
This email is related to your Revdex.com complaint. We 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 you. Probably, 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
1 & 1 Mail & Media, Inc

Dear [redacted], (Account Holder: [redacted] - Customer
ID # [redacted]),
 
I sincerely apologize for any inconvenience associated with
this account.
 
We
have responded thoroughly to the referenced issues and matters here in red font,
for the most recent information that you have submitted. This was done so that
the investigative work which has been performed and the answers to these
problems can be easily explained and identified.
……………………………………………………………………�...⇄ />  
It's not accurate.
There are still outstanding issues. As I shared with Mr. [redacted]: 1) We need to
find the source of the problem, which has not yet been identified(1), so that it doesn't continue to happen as appears
to be the case. Since October of 2014, the point at which the issue of missing
email was identified by me and brought to 1and1's attention, an additional
hundreds of emails have continued to go missing; 2) Further, without my
permission and specifically going against my direction, an email box was
removed in October 2014 (2) the contents of
which need to be brought back online(3), and; 3)
Most important, I have advised Daniel as my 1and1.com representative in this
case that I'm not satisfied that there has been any real effort on the part of
1and1 to research the problem in depth(4).
Further, the message from Mr. M[redacted] has misstated or misunderstood the issue
so I will address it point by point:
Comment: (1) The
source of the problem appears to have been due to a POP connection rather than
an IMAP connection that would leave messages on the server. (2) We see no
actions taken by support in October to delete a mailbox but we do not rule out
the possibility that a support representative misunderstood the request and
mistakenly deleted a mailbox. (3) This deletion was auctioned well beyond the
possibility of any restore at this time. (4) Due to the timeframe involved
since the mailbox was deleted, we are unable to research logs pertaining to the
deletion of the customer’s mailbox. Based on our research of case history and
statements from the customer, the culprit again appears to be POP which would
delete messages from the 1&1 mailbox and save them locally on the client.
Statement 1: You are
now aware that we do not have access to any of the lost emails in question, as
we hold back ups on our servers for only 7 days. 
Response: The
statement assumes 1and1 knows what emails have been lost(1). They do not. That couldn't be and cannot be ascertained until
all the emails were consolidated and I was able to go through them(2). They were in fact consolidated but due to
whatever server issues 1and1 is having, I've been unable to go through the
emails because I am only able to view a single page e.g. 50 or so emails of the
10,000+ I need to go through in order to list the timelines containing the
missing emails(3). For more information please
contact Dan [redacted].
Response: (1) We do
not assume to know what emails were lost. Even if a list of emails that were
lost were provided to us, we keep 7 days of deleted messages in a backup. (2)
We have 7 days from deletion of a message. The time or the content of the
message does not affect the possible restoration of the message. If a message
dated Jan 2015 was deleted in January, we will not be able to restore it. If a
message from Jan 2007  was deleted yesterday, we will be able to restore
it. (3) Knowing the time messages were deleted from and the folder they were
stored in helps troubleshoot the reason they were deleted but does not help
restore the messages.
Statement 2:
 Currently, the two email boxes that support created have been properly
merged
Response: It's not
possible for 1and1 to conclude that's the case and it's not a correct
statement. See my response in #1 advising 1and1 we haven't been able to view
the entire mailbox and am waiting for instruction on how to navigate the
folder.
Response: As
discussed initially with the customer in the beginning of March, we recognized
that two mailboxes were created that appeared to be a single mailbox split
between two accounts. The customer had mentioned that some messages appeared in
one mailbox while they were missing in the other, additionally the customer
stated there were time periods where messages were missing but was unable to
provide more details about these messages. Merging these two mailboxes together
was provided as a possible solution or at least would make it easier to see
what time periods were missing messages.
Statement 3: you are
receiving the emails in one place now, instead of two
Response: Again,
this is not correct. I had never been receiving emails in two places between
October 2014 and Feb 26 when the temporary email box was set up(1). However I did not receive emails in that mailbox
on a continuing basis nor did I have access to my original mailbox. Further, as
I noted in my response to Statement 1, I could only view the last 50 of the
10,000 emails and was not receiving any additional(2);
Even more important, the   temporary mailbox was not a working mailbox -
it had no address and therefore I wasn't receiving emails on an ongoing basis.
Even if I had I wouldn't have been able to see them due to the server problem
that only allowed me to view the first 50. So as I found myself in October
2014, I had no working business email.
Response: (1)When
the case was brought to us, the customer had two email addresses (b[redacted]@...
and b[redacted]01@...) that were both fully operational and capable of receiving
email messages. From the customer’s statement, she was giving bcrafte01@... To
some of her customers in order to contact her. Other customers or messages
would still be directed to b[redacted]@... We also had merged these two mailboxes
together to hopefully provide all messages under one mailbox so the customer
could better find what emails were missing.(2) The customer has a local issue
that is under investigation with our developers. We are unable to reproduce
this issue using the same version of OSX and the same version of Chrome.
Previously, we had configured the customer’s mailbox in outlook so the messages
could be viewed.
Statement 4: This
matter was the original issue, which has been resolved as best as it can be
right now.
First, there were
multiple original issues, not one. However as it relates to Statement 3: The
merger of two mailboxes into one has nothing whatsoever to do with the original
issue(s), which have not been resolved. This was simply a troubleshooting step
to find out what emails were missing. A troubleshooting step that hasn't
furthered resolution of any issue involved in the case.
Response: We
understand this is not resolved to the customer’s expectation, but we cannot
restore email messages that do not exist. Unfortunately, this is not a
realistic expectation from the system we have and the length of time since the
messages were deleted.
Statement 5: That
being said, Dan has asked for a list of issues that you have stated you are
still experiencing through this Revdex.com Complaint, and he has not yet been provided
a list of these concerns that need to be addressed further. Please contact
Dan [redacted] with a comprehensive breakdown of the additional issues, so that we
can assist you the rest of the way.
Response: Dan has in
fact received some - although not all - information from me. Since October 2014
I have spent over 200 hours or 7.5 40-hour work-weeks either on the phone -
typically on hold for hours at a clip - responding over and over to tens of
nonsense emails, sending emails to your senior staff, waiting weeks for return
calls or emails, troubleshooting on my own and most recently carrying on a
correspondence via the Revdex.com. By my count that's 6 months of my time, expense and
lost business without a working business email or a serious, thorough attempt
by 1and1 to show an earnest effort to get to the bottom of the issues. The fact
that 1and1 feels that a week or so of waiting for some information (with email
updates from me along the way) entitles them to claim the issue(s) resolved and
send such a curt - not to mention misinformed - demand based on its own
arbitrary time table vs. that of your customer's is well, stunning.
Response: The
customer had initially presented us one clear single issue in the original Revdex.com
complaint. Unfortunately, we cannot resolve that issue to the customer’s
satisfaction, but the issue has been investigated more than once by separate
agents of 1&1 whom all independently came to the same conclusion. At this
point in time, we cannot restore the emails the customer hopes to restore.
1and1's seemingly
cavalier attitude at its loss of potentially a thousand important business
emails for which it is solely accountable is unacceptable. Whether it holds
back ups for 7 days or 70 years is an internal operational issue - not a
convenient excuse to dismiss the problem before it's been looked into. Had I
deleted those yet-to-be-identified thousand or so emails then changed my mind
and asked they be recovered, the 7-day backup issue would be my problem. But
that's not what happened. 
Response: It seems
likely that the cause of the issue was both confusion by a 1&1 agent and
the configuration of POP rather than IMAP which had deleted emails from the
customer’s mailbox. There is nothing that we can do to prevent our customers
from choosing POP and expecting to keep email messages on our servers.
Not only was 1and1
notified of the problem did they and chose to do nothing, when they finally did
something it was to delete an entire and unrelated email account against my
explicit direction, causing even more emails to go missing. Then in an honest
attempt by Dan [redacted] to troubleshoot the problem by consolidating all the
remaining emails into one mailbox as a way to identify what emails were
actually missing, his efforts were preempted by some issue that prevented any
ability to navigate through more than 50 of the 10,000+ as well as leading to
the discovery by me that the losses appear to be on-going and arbitrary.
Instead of a sense of urgency and interest in getting its arms around what it
admittedly knows was handled in a careless and off-handed manner, 1and1 simply
(mis) states the issue resolved. Well it's not.
Response: We had
migrated the customer’s emails into a single mailbox to review all messages
that were available to us. I (Daniel [redacted]) take responsibility if I was not
clear at that time. This was very likely all of the messages that we could have
restored at that point in time. Regardless of the outcome of looking for
missing emails in the joint mailbox, all available emails were restored at that
time.
Dan [redacted] has been
very helpful, resourceful and extremely responsive. I've watched from this side
as he's tried his best to get the cooperation from others at 1and1.com only to
face the same lack of responsiveness and customer focus that I hit head on last
October. Mr. M[redacted] I don't want your apologies. I want the problems addressed
in earnest. I want to be assured that Dan gets the support he needs and 1and1's
commitment that it will work with me until we both agree the problem's
resolved. As it stands now, the case needs to stay open.
Response: We have
spent equal time on this issue as the customer. We realize the customer has had
issues with our Technical Support Team located in Cebu. While the answer we
have received is not the answer we would always like to provide to our valued
customers and is understandably not an answer in the customer’s favor, the
answer we have is not because of lack of cooperation. This answer is based on
the reasonable limitations of our system. We keep a record of deleted messages
for 5-7 days after they are deleted. This provides ample time for our customers
to restore messages they have mistakenly deleted. In cases where POP is used,
customers may not realize that messages have been deleted from 1&1 until
well after the messages have been deleted because these messages are saved
locally to the POP client as soon as they are accessed. If the situation could
have been resolved completely, it would have been.
Regards,
[redacted]
 
……………………………………………………………………�...⇄ />  
Once more, we apologize for any inconvenience that has been
caused here.
 
Thank you.
 
David M[redacted]
Customer Care
1&1 Internet Inc.
http://www.1and1.com

Review: This is a spam house and does nothing to restrict mailers who use its service to flood the public with unwanted spam.Desired Settlement: Institute a better screening of companies that use its service for unwanted spamming of the public with unwanted offers.

Business

Response:

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

Review: One of the e-mail accounts hosted by this provider on my behalf, [redacted], was hacked several times.

The main reason that allows hackers to get control over e-mail accounts on 1and1 servers is that those servers do not allow secure negotiation to them (SSL/TLS), and the IMAP/SMTP passwords are transmitted in plain text.

When I called customer support and ask to improve secure protection over e-mail accounts, I was told that "no improvement" is possible.

When I insisted that today most of IMAP servers should support improved security, I was abruptly disconnected.Desired Settlement: Apology from customer support and improvement in IMAP server security.

Business

Response:

Below is our response for Revdex.com complaint ID [redacted] ([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

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] (for [redacted] users):

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,

Solutions Expert

Caretaker Team

1&1 Internet Inc.

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. It seems that incoming (IMAP) server will only accept SSL encryption, where SMTP will only do TLS. I'm using [redacted] 2007 over [redacted] 7, where I can distinguish between SSL and TLS settings for either direction, so currently I'm all set.

Thanks for Your response,

Review: I subscribed to this company's premium email service. They touted that with that service there would be no advertisements. When I sign into my email account, there in my inbox are emails for products \ services, that mail.com (advertisements) recommends.

SPAM PROTECTION FOLDER

Next: As I am a writer, I have to have all my emails come to me. When I sign into my account, some very important emails have gone into the SPAM PROTECTION FOLDER. I will get an email saying a particular email has been deposited into this folder, and it lists the senders name. However; there is no folder, and I can never retrieve the email. There is an option within the email application to turn this feature off, but it does not turn the feature off! Today I called the company, and got - what they refer to as premium mail support - someone in a foreign country who I could not for the life of me understand, and who I had to finally spell my name to two times, using the R, for Robert, I, for ice cream, and so on. When I asked for a refund he told me that they do not give refunds. This company has thoroughly aggravated me, and I wanted to let it be known.Desired Settlement: When I asked for a refund he told me that they do not give refunds.

Business

Response:

Hi [redacted] I sincerely apologize for any inconvenience that has occured with your account. We have sent an email to you to address your technical concerns. For the advertisement mails, there is an option to unsubscribe it which we have also described in our email. We will continue to contact you to assist you further with your concerns. Thanks,Kevin D[redacted]Mail.com Premium Support1&1 Mail & Media, Incv