1&1 Mail & Media, Incorporated

Review: I am unsure how this company obtained numerous emails of mine (used for different purposes ranging from business to personal), but I have seen an onslaught of spam email advertising that I previously thought to be impossible. The sheer number of various email identities that the subject of my complaint has created for the purposes of unsolicited and illegal email marketing is mind-boggling. The frequency (app. 2-5 emails per day per email address of mine) of the emails is nonsensical. Not only do these spam communications obscure the inboxes of my email addresses, but many are lascivious in nature and inappropriate. This is simply unacceptable and as I am not litigious by nature, I turn to the Revdex.com for help before pursuing other measures. This is ridiculous, this is illegal, and this is flat-out harassment. I don't claim to be targeted individually, of course, but I would like some answers as to how they are buying email lists (some of the addresses were unused!) or whether they are simply scanning ICANN registrations and then setting these simplistic automated (though malicious) programs to bury the unsuspecting recipient in useless garbage- ringing the phone at each turn. As to the nature of the emails, again, many are lascivious and I would wager nothing good would come of clicking on any of the links. That's certainly conjecture, but the culture of a company such as this (that would harass innocent domain registrants to such an unbelievable degree) dictates that they are untrustworthy, unscrupulous, and without care for the rest of us. Shame on you guys- you've turned me -a non-compainer by nature- into a seething consumer writing a veritable dissertation to the Revdex.com. Any help would be appreciated- this needs to end.Desired Settlement: I require an immediate, complete and permanent stop to all communication from the identified company to myself. This includes all related companies, organizations, partners, subsidiaries, identities, and advertising programs (physical or digital). In addition I would like an explanation for the behaviors and tactics- and an apology. The unfortunate aspect is that I need to retain a company in this vertical on behalf of my partners. However it won't be one whose name I fnd only by tracking back fake email addresses responsible for a near-constant marketing harassment.

Business

Response:

Hi [redacted], We sincerely apologize for the inconvenience this may have caused you. We are a global email provider with different brands, products and account types. We, as a company, do not send any emails to non-customers. We only send newsletters to our existing customers. We have attempted to contact you through the number that you have provided. However, we were not able to reach you. We 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 newsletters. Is 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, etc.Thanks, Kevin D[redacted]Mail.com Premium Support1 & 1 Mail & Media, Inc

Review: My email service with [redacted] (run by 1&1 Mail and Media) went down a week ago. I have since tried to contact the company using the only provided method--an online form. I have received no assistance, other than a generic auto-email. At this point, I still cannot access my account, and I have no way to reach their customer support.Desired Settlement: A phone call to troubleshoot the account issue.

Consumer

Response:

Fwd: Complaint ID [redacted]

Inbox

x

Revdex.com of Metro Washington DC

10:33 AM (16 minutes ago)

to me

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Thu, Jul 3, 2014 at 2:01 PM

Subject: Complaint ID [redacted]

To: "[email protected]" <[email protected]>

The company contacted me and resolved the issue. Thank you for providing the mechanism to address such issues.

I use 1&1's GMX mail platform and have for going on 6 years now. I am more than satisfied with their product and haven't had an issue to-date.

Review: By not having transparency in account details (past and pending and due payment dates, amounts and contract pricing and saved payment method with date of ensuing charges) this company limits your ability to clearly retain the promised annual 'up front' payment by automatically switching you to a higher priced monthly plan when you seek to glean your current details. They then attempt to collect the higher fee per the method of payment given for the lower fee, they change your plan and don't empower the 'pay for service' customer service reps to solve the issue. It is fraudulent and manipulates customers who aren't aware of the scheme. I have been promised in emails that they admit their error, that payment will be collected a month late but will be for the prior annual billing period -- and that this will be at no cessation of their premium service to me -- YET I continue to receive notification from the company that I willing SELECTED a monthly plan and leading me to GO back to the same link that caused the error which will only repeat the cycle of collecting the higher fee. It gives instructions saying I must STILL enroll in the annual plan when it has already been promised that this was their error in many email and they have manually re-selected the annual plan. I have been promised this is resolved and that I may expect and can preauthorize the annual fee exactly a month (6/12/14) from the original date of their renewal date (5/12/14) (per their email alert) and that there will be no further issue. At the very least these continued notifications (and messages with incorrect details) indicate that I am not receiving the customer service I pay a fee for -- and these reps are not doing due diligence to research the matter thoroughly. At worst they are trying to trick me into ACTUALLY selecting the higher priced plan -- when I am being told to going back-via their instructions- thinking I still have to select ANNUAL pricing! Either way it is ALARMING! Here (pasted below) is the actual text from their ORIGINAL renewal email stating the annual plan. I have the actually email archived and can provide: (please note that due to this not being an English as the first language company the date written 12.05.2014 actually means MAY 12th 2014. I have had to clear this murky communication issue up in years past)

Customer ID: [redacted]

Dear [redacted],

Thank you for using mail.com Premium Mail. This is an autogenerated message to remind

you that as of 12.05.2014 your premium account will be extended for 12 month(s)

at a price of $19.95.

If you do not wish to continue using your mail.com Premium Mail account, please contact our customer

support before contract extension via contact form (http://service.mail.com/shareFeedback.html) and

choose "Termination/Cancellation" as subject.

Sincerely,

Your mail.com Team

www.mail.comDesired Settlement: First: I would like this company to offer a simple url link on the 'pay for service' (premium user) account page that links to past and pending payments, contract dates and saved method of payment(s) and the current contract between provider and the customer -- detailing all of of services provided and both parties obligations. The only links are 'to update' payment plan and 'update' payment method and generate a 'For position only' page that says the plan is "pending" -- which lends to the opaqueness that is part of the trickery! I also simply want my annual fee to transparently be collected on June 12, 2014 only in the exact amount due them of $19.95 -- not before or after -- as they have stated THIS IS the earliest date that their system can be set to do so. I want a promise from them in writing in the USPS mail that states this and that this fee will be for services of the original renewal date for the annual plan for May 2014-May 2015. I want an apology for this duplicitous behavior -- admitting I NEVER changed to a monthly plan willingly and an assurance that this type of activity will be stopped -- that full transparent account details will soon be offered -- and that this scheme will end that is putting other premium customers at risk of being switched to the higher priced plan unbeknownst to them -- leading to this company collecting at least an extra $3.95 they were never due. (or more according to how long the customer might notice this change.) I want them to offer the customer service that I am paying the premium price for: which means when I call I speak with someone fluent in the English language and not bound to a script due to language limitations and that is empowered to immediately solve any glitches to seamless account renewal and product services. I am a paying customer for 20 years! I also expect the respect this kind of loyalty commands.

Business

Response:

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 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

Review: Last year I signed up for the premium mail service from mail.com with email [redacted]. Immediately after I signed up, I emailed the company asking to cancel my service and issue a refund because the service did not provide the features and support I needed for my business. I received a reply back asking me to fill out an online form with a statement that I was cancelling my service effective the end of the billing period. I was told that I could not get a refund but I was assured that the service will be canceled. A year later I noticed in my bank statement that a renewal charge of 19.95 was again posted in my credit card by this company even after I had already canceled. I emailed the company again and was told to fill out an online form requesting the service to be canceled after the end of the billing period, exactly the same statement I had sent a year before, which obviously they did not honor. I called after receiving this email and I was told that I needed to fill out the form with the statement they sent me, otherwise they would not cancel. This is a bully company that forces you to do stuff and jump over hoops to have an account canceled and they don't even honor their own requests. I sent the statement to have my service canceled last year, now they claim they didn't get it and want to charge me for another year of service. That is unacceptable and unethical business practicesDesired Settlement: A full refund of 19.95 for the unauthorized charge posted on dec 30 2013

Business

Response:

January 8, 2014

Revdex.com serving Metro Washington DC & Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington, DC 20005-3404

Re.: Complainant [redacted] (complaint attached)

Dear Sir/Madam, We are in receipt of the above referenced complaint. Please note the below e-mail was sent to our customer via their yahoo account.

"Dear [redacted],

We would like to offer our sincerest apologies for the inconvenience you may have experienced in respect to the recent termination of your premium account.

We deeply value your relationship with maiLcom and are committed to providing you with the highest level of service, simply because our customers deserve the very best. At mail.com we are dedicated to ensuring our customers' satisfaction. Unfortunately, we did not meet these expectations as we would have hoped.

This email is to confirm that your premium contract number [redacted] has been cancelled as per your request

Furthermore; please be informed that the invoice number [redacted] from 2012 and the invoice number [redacted] have also been cancelled.

As a result you will receive a refund ($ 39.30 USD) in the form of a credit cord refund. Please note that it usually takes 7-14 business days for transfers like this to go through,

The premium features will be available until the 25th of January 2014, that means that after losing the premium features you will have a free mail account

We thank you for your loyalty and would be happy to have you as our premium customer in the future.

Thank you also for your patience and understanding.

Sincerely,

Review: My account email [redacted] has been blocked for NO reason, and for the past four days I have sent emails but have had not a single response. I want my account open as I have important documents in itDesired Settlement: Open my account... there was no reason to close it without notification

Consumer

Response:

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

Business

Response:

Dear [redacted], I sincerely apologize for any inconvenience that has occurred with your account. We have sent a reply to you on November 2014, which was unfortunately sent with a delay caused by a higher than usual ticket volume at that time. Based on our records, your account has been unblocked and you were able to access your account again. Please let us know if this issue has been resolved already. Once again, we apologize for any inconvenience this may have caused. Thanks,Kevin D[redacted]1&1 Mail & Media, Inc

Review: I requested my mail.com email service be terminated. The customer service representative I spoke with would not terminate the service as mail.com tried to process a renewal. I had an inquiry submitted and the company refused to terminate my account as they stated it automatically renewed on November 10th citing I did not respond to their reminder notice sent October 10th. Unfortunately for my, my premature twin sons were discharged from the hospital a couple weeks prior to October 10th and email was the last thing on my mind. Additionally, they could not even respond to my inquiry within 24 hours as they promised and sent me an email apologizing for their delay. I feel this is no different albiet my circumstances for a delay in responding to their reminder far out weigh theirs.Desired Settlement: I request my account be terminated immediately at no charge.

Review: when I try to login to mail.com I can't because of a pop up screen that covers mail.com and it won't go away and you can't click it off and my computer does not have adware on itDesired Settlement: I would like for mail.com to take down the pop up add on their website I can not login to my email address [redacted] because of the annoying pop up that covers the whole site if you click on the imgur.com link you can see the problem I am having http:[redacted] when you go to mail.com a whole other pop up about [redacted] pops up and I can't even login to my mail account please view the [redacted] link to see the problem please get mail.com to take down the [redacted] pop up

Business

Response:

Dear [redacted],We have contacted our advertisement partner responsible for the ad you were referring to and found out that the error was a browser related issue. Since this does not meet the mail.com standard we have requested that the ad is turned off immediately. You should no longer experience this issue. For a faster reply and solution please feel free to contact our support team directly. We were not able to locate a ticket from you in our support helpdesk. Thank you for your patience and again, we apologize for the inconvenience this may have caused.Thanks,Kevin D[redacted]Mail.com Support1&1 Mail & Media, Inc

Review: [redacted] marked my account as spam and it is not spam email. I would like them to unblock my account.Desired Settlement: I would like for [redacted] to unblock my account. [redacted]

Business

Response:

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.

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]

[redacted] Premium Support

1 & 1 Mail & Media, Inc

Review: I created a business email on Mail.com yesterday 10/30/2014 . Today on 10/31/2014 I go to log in and get a notice for irregular activity and so my account is blocked. I am told to contact them in regards to the blocking. I did so several times and was told I would be contacted shortly. I reviewed the PP and documents mail.com has as an agreement and can not find an area that I would have violated or warranted a blocking of irregular activity in just 24 hours. I missed an important time sensitive email that needed to go out from my newly created business email. After filling out the contact us page about 7 times I still have not received any access or contact by this company. It appears at this point to be a site that is scamming me and trying to gain personal information.Desired Settlement: I would like Mail.com to turn over any emails I may have missed in the last few hours and I need an explanation as to why or what warranted the blocking of my email

Business

Response:

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

Review: I have had mail service with mail.com for many years and have paid for the premium service so that I can use mail forwarding. The email that I use is [redacted]After the service stopped working, I called customer service and was informed that the service was cancelled because the renewal credit card payment did not go through because the card was stolen and the number was changed. I offered to give the new card number and pay what ever balance there was on the account and renew the contract going forward. I was informed that their policy is that they would not renew the contract under any circumstances even though I was happy to make full payment.I just want to resume my mail forwarding service.....Desired Settlement: Renewal of mail.com premium service for email address [redacted]

Business

Response:

Here is our response for the Revdex.com Complaint ID [redacted] ([redacted]):

Dear [redacted],

I sincerely apologize for any inconvenience that has occurred with your account.

The ability to reactivate your premium membership has been reinstated. In order to upgrade again and benefit from the premium (forwarding) features, please follow the steps that we have sent in a separate email.

Also, please let us know if the issue has been resolved and if you are satisfied with the provided solution.

Once more, we apologize for any inconvenience that has been caused here.

Thanks,

Mail.com Premium Support

1 & 1 Mail & Media, Inc

Review: My checking acct was billed for $19.95 for a yearly premium services rate and when I contacted them regarding this, they stated that my acct was never cancelled and that as of a certain date, they would cancel it. I insisted that I receive a refund because I would not be using the services for the coming year and they told me that because I made changed to the acct recently (and I have NOT, I do not use that acct because it had been compromised over a year ago) that I could not receive a refund of my money. I told them I would be contacting you if I did not receive the refund within a weeks time and I did not. I am fulfilling my part of what I told them and filing a complain because that is very poor business practice. I am being billed for a service I am not using. Once I stated to them a second time that I would file a complaint, they stopped responding to my correspondence to them in regards to this matter. I emailed them twice and received no answer.Desired Settlement: I would like the refund to my acct that was charged, as I requested the first time that I asked instead of having to file the complaint.. as I told them I would do. Thank you.

Business

Response:

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.

Please be informed that you will receive a refund in the form of a credit card refund. The amount will be transferred to your [redacted] credit card. Please take note that it usually takes 7- 14 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

1 & 1 Mail & Media, Inc

Review: I purchased Mail dot com's Premium Email Service back in late January. Over the last few weeks, I am unable to access my Paid email account and haven't been able to speak with anyone to take care of the issue. I have reported their problem using both [redacted] and [redacted] with No response. I tried calling their so-called technical support several times over the last few weeks and cannot get any kind of answers or explanation as to why the Paid service is frequently not working. I have tried using two different computers and three or four web browsers to access my email.

They seem not to be concerned nor do they care about fixing Their issue/problem.Desired Settlement: I would like them to actually Fix and repair their flawed product. Also I have read numerous complaints with their company on [redacted].

Business

Response:

Dear [redacted], I sincerely apologize for any inconvenience associated with your premium Mail.com account. As this particular matter is that of technical in nature, I have forwarded the information contained within your complaint to my Technical Specialist in order to investigate on the issue further. We have attempted to contact you through your phone number but we only reached a voicemail. We have left a message and also sent you an email about it. Please let us know when would be the best time to contact you so that we can discuss about the resolution of your issue. Once more, we apologize for any inconvenience that has been caused here.Thanks,[redacted]1 & 1 Mail & Media, IncMail.com Premium Support

Review: I have 2 e-mail accounts with this company. In response to an email from the company, on September 19, 2013 I called to update my credit card information. During the conversation I renewed the annual fee over the phone with the representative, for the "[redacted]" account, which is a premium account (it has always been). At that time I inquired about upgrading my other account ([redacted]) to a premium account as well. I was directed to the emails web site, where I followed the prompts to do this. I have a printed invoice indicating the payment made via my credit card.

The account has not been upgraded so I called Customer Service and spoke with "[redacted]" who could not understand the problem and stated that they were having technical problems. She insisted that I had to send a screen shot of the page for them to research it, which I declined to do, as this was an accounting error and I had already given her the account #, and paid Invoice # which was more than enough information to resolve the matter. Besides, they have the ability to look at my account, which she acknowledged, and could see it for themselves. I asked to speak to a Supervisor and was told that I would have to call back tomorrow as there was no one in the office today. Perhaps since I had difficulty understanding her (the center is in the Phillipines), maybe she could not understand me either. So I called back and spoke to "[redacted]" who told me that I couldn't possibly have the paid invoice, because no payment was posted to the account! I tried to explain the situatution again but could not make any progress so I once again asked to speak to a Supervisor and was told that it wasn't necessary as they "would tell you exactly what I just did". I said regardless I wanted to speak to someone in charge of the department at which point she put me on hold. I have been on hold for 37 minutes (including while I'm writing this) and am hanging up now as it is obvious that she just left me to rot.

I will contact my credit card company and disavow all their charges unless you are successful in reaching someone who can straighten this out. This is not the first time I have been disap[pointed by their Customer Service, as they advertise the Premium Accounts as having 24/7 tech support available by phone, but whe I called at 10:30pm the recorded message stated that I was calling outside their normal business and to call back between 7am and 7pm!Desired Settlement: I would like the payments posted to their proper accounts and the start date for the upgrade to reflect the date they accomplished this. An apology for the awful attitude and behavior of their staff would be nice or maybe they could just return to the activitty to the USA, where english is spoken and understood!

Review: I have 3 paid Premium Email Accounts through the company 1&1 Internet Inc, l have been having trouble with my paid email accounts and have reached out to there tech support department that turned to be useless and unhelpful at all. Also have tried communicating by email with no end results. I am filing this complaint as l have through email asked the company to call me to hep me correct and fix the problem with my 3 paid premium emails and they refuse to call me telling me in an email that they cannot call me or make outgoing calls. I am seeking your offices help in getting this to a higher authority in there corporate office and get this resolution corrected for me and find how to fix the problem. AS l am having problems with my paid email accounts in being able to attach anything to my emails. I keep getting the run around with no end result. I am seeking your offices help in this under the Consumer Potection Act. Thank You [redacted]Desired Settlement: Someone from there corporate offices call me to discuss the problem with there personal and fix my paid email accounts

Business

Response:

Dear [redacted],

I sincerely apologize for any

inconvenience associated with your service.

We are

more than happy to look into this matter for you, however, there was not enough

information provided for us to properly research and assist you. I was not able

to find an account in your name, or associated with the email address listed

under this complaint. In regard to the problem that you have brought to the

attention of the Revdex.com, I noticed that you referenced having 3 paid Premium Email

Accounts, which would be associated with a Mail.com account, which is

different than a 1&1 Internet Inc. account.

If that

is the case, our 1&1 Internet Support Team would not be able to assist, as

these Mail.com accounts are not accessible to our Support Team, or our U.S. agents,

and are handled by a subsidiary company, (Mail.com) in Germany, that just

happens to be under the general ownership of 1&1 Internet.

That

being said, if you are able to provide us with the account name(s), we may be

able to escalate this to the proper offices in Germany, so that we can better

assist you with resolving the situation at hand.

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

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: they need credit all 3 accounts that l paid for not one, and the issue was on there side, they are good at repeating themselves over and over with the same solution and nothing new.the email accounts are as follows

Review: I used the merchant's paid email services for several years, and notified them that I did not wish to renew the contract when it expired March 31. 2013. Although they had the information necessary to cancel the account, they refused to do so unless and until I provided them with my date of birth and the last four digits of the credit card I used to pay for services. I refused to provide the information, and they refused to cancel the account.

I received a notice that the merchant would charge my credit card for another year of service despite my cancellation request, and I emailed them back, denying them the right to charge my card. They charged another year of service anyway, and I was forced to notify my credit card company to dispute the charge and ultimately get it reversed.

This is bad business practice. The account should have been canceled as requested, WITHOUT requiring this kind of personal information.Desired Settlement: Cancel my account. No more auto renewal.

Business

Response:

Dear [redacted],

We would be happy to take a closer look into your concerns, however the number of the account in question was not provided for us. Our system also does not recognize the e-mail address you've listed. Please provide the account number or e-mail address on file and we'd be happy to pull your information within our system and investigate the case. This can be provided in reply through the Revdex.com Portal or sent to my personal work address - [redacted]. I look forward to receiving this information and further assisting.

Thank you.

Sincerely,

Customer Care

1and1 Internet Inc.

www.1and1.com

Consumer

Response:

---------- Forwarded message ----------

From: [redacted]

Date: Wed, May 1, 2013 at 2:39 PM

Subject: RE[redacted] Premium Support Termination/Cancellation (Revdex.com #[redacted])

To: [redacted]

Cc: "[email protected]" <[email protected]>

All of my correspondence was in response to emails from mail.com, but the actual charge to my [redacted] shows 1 and 1 as the merchant:

My dissatisfaction with this entire process has been that NO ONE is willing to take ownership of a simple customer request, and deal with it. Everyone is following a script that doesn't allow for common sense. Would YOU be willing to give out credit card info and date of birth as a requirement to cancel an account?

It is curious that the email address you provided for the "correct company" still uses the same 1and1.com domain that you use, but that you can't do anything to help....

-----Original Message-----

From: [redacted]

Sent: Wednesday, May 01, 2013 11:08 AM

To: [redacted]

Subject: RE: [redacted] Premium Support Termination/Cancellation (Revdex.com #[redacted])

Dear [redacted],

I sincerely apologize for any frustration and confusion with our sister company, [redacted]. Unfortunately, you have addressed your complaint to 1&1 Internet. As such, I am unable to edit or access your account with [redacted]. To help explain the situation - 1&1 Internet and [redacted], the WebMail provider, are owned by the same parent company, [redacted]. Recently, some confusion arose due to a miscommunication in notices sent to [redacted] users (a misprint showing the incorrect logo). This has since been resolved. You may have spoken with a representative who likely did not realize the connection between the companies. For further inquiries, please feel free to send an email [email protected] who can best assist you with resolving any issues.

Also, for Premium [redacted] account assistance, please contact [redacted].

Thank you.

Sincerely,

Customer Care

1and1 Internet Inc.

-----Original Message-----

From: [redacted]

Sent: Wednesday, May 01, 2013 1:55 PM

To: [redacted]

Subject: FW: [redacted] Premium Support Termination/Cancellation (Revdex.com #[redacted])

Thank you for the response to my Revdex.com Complaint. My account number is on this email thread, and I have also attached a other email threads showing my efforts to cancel my account.

-----Original Message-----

From: [redacted]]

Sent: Tuesday, April 30, 2013 1:55 PM

To: [redacted]

Subject: [redacted] Premium Support Termination/Cancellation

Dear [redacted] ,

Thank you for contacting us.

Please understand that all information should be provided for us to proceed. We are doing this to verify that the account holder is the one who wishes to cancel. Please understand that we are doing this for security measures.

If you have any further questions please do not hesitate to contact us.

--

Sincerely,

[redacted] Premium Support

> I have previously provided my address - [redacted]. You have an alternate email - [redacted], as it is the address we have been using to communicate. Your records should show that is the address where my [redacted] emails have been forwarded for the past several years.

>

> The IP address I use to log in varies with where I log in from.

>

> I will not give out any information about my date of birth or my credit card number.

>

>

> [redacted]

> -----Original Message-----

> From: [redacted]

> Sent: Tuesday, April 30, 2013 1:38 PM

> To: [redacted]

> Subject: [redacted] Premium Support

> Termination/Cancellation

>

> Dear [redacted]

>

> Thank you for contacting us.

>

> For us to proceed with the cancellation process, we advise to provide the information asked from the previous email. Please understand that in this way, we can determine that the account holder is the one making the request. Please understand that we are doing this for the security of the account. Anyone can claim that they own the account.

>

> If you have any further questions please do not hesitate to contact us.

>

> --

> Sincerely,

> [redacted]

[redacted] Premium Support

>

> > I have notified your company on multiple occasions that I will NOT provide personal information. IT IS NOT NEEDED to cancel the account.

> >

> > NOBODY at your company has been able to explain to me why you cannot simply cancel this account.

> >

> > [redacted]

> > -----Original Message-----

> > From: [redacted]

> > Sent: Monday, April 29, 2013 9:57 PM

> > To: [redacted]

> > Subject: [redacted] Premium Support RE: [redacted] -

> > mail.com Premium Support

> >

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

> >

> > Thank you for contacting us.

> >

> > We need to further verify your account ownership to proceed with the cancellation process.

> >

> > Please provide us the following information:

> >

> > Address:

> > Alternate Email Address:

> > Last four digits of credit card used:

> > IP Address you use to log in to your account*:

> >

> > As a security measure, we kindly ask you to reply to this message using your personal Premium mail.com account.

> >

> > We will send you a cancelation confirmation after processing your request.

> >

> > If you have any further questions please do not hesitate to contact us.

> >

> > --

> > Sincerely,

> >

> > [redacted]

[redacted] Premium Support

> >

> > > I am writing again to ask you to cancel my account. Over the past few months, I have tried repeatedly to get you to do this, but as indicated below, you want information that you do not need to handle a simple request.

> > >

> > > After I received a notice that you would charge my credit card for another year of service despite my cancellation request, I emailed back, denying you the right to charge my card. You charged it anyway, and I notified [redacted], which credited the payment back to my card.

> > >

> > > PLEASE cancel this account without any more hassles.

> > >

> > > [redacted]

> > >

> > >

> > > [redacted]

> > >

> > > -----Original Message-----

> > > From: [redacted]

> > > Sent: Wednesday, February 27, 2013 1:14 PM

> > > To: [redacted]

> > > Subject: [redacted] Premium Support

> > >

> > > Dear mail.com Premium member,

> > >

> > > Thank you for contacting us.

> > >

> > > We do aplogize but we cannot process your cancellation request unless you will provide us the informations that we needed inorder for you to verify as the account owner.

> > >

> > > Phone Number:

> > > Date pf Birth: (Settings -->My Account -->Personal Data) Last

> > > four digits of credit card used: (log in to https://mail.com --

> > > Settings -->> My account tab -->> Premium Mail -->> Change Payment

> > > Method

> > >

> > > Thank you for your patience and understanding.

> > >

> > > If you have any further questions please do not hesitate to contact us.

> > >

> > > --

> > > Sincerely,

> > > [redacted]

> > > [redacted] Premium Support

> > >

Business

Response:

Review: I searched the internet for a new email address to use for my business and gaming. I found this site and made an account. Shortly after my email was blocked for no apparent reason. They have made 0 attempt to contact me and explain why. this is costing me money each day this email is not accessible as I had some important passwords saved on there. Therefore I am unable to access many sites that I need to.Desired Settlement: I either need:A. The email address" [redacted] unblocked orB. $300 in which it will cost to regain the information I need..

Business

Response:

Here is our response for BB complaint ID [redacted] ([redacted]):

Dear [redacted],

I sincerely apologize for any inconvenience that has occurred with your account.

We have reactivated your account for your email address [redacted]. You should be able to access your account with your usual login credentials. Please refer to the separate email that we have sent regarding some important reminders.

Also, please let us know if the issue has been resolved.

Once again, we apologize for any inconvenience this issue may have caused.

Thanks,

[redacted]Premium Support

1 & 1 Mail & Media, Inc

Review: 1&1 has blocked us from access to our email on their GMX Mail site. They refuse to discuss the matter or tell us why this action was taken. I have included the email communication with their customer service in which I explain the issue and they refuse to help.

We now have proprietary communication on their system to which they have blocked our access. This is unconscionable conduct.

-------------------------------------------Desired Settlement: I demand a specific explanation as to why this action was taken against us, as well as a reversal of the action with a profound apology and a commitment to never let this happen again.

Business

Response:

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.

We would like to inform you that 1 & 1 Mail & Media Inc (Mail.com) is interested in solving this matter but unfortunately, we cannot find you as a customer in our system with the provided data.

The only email account registered on the name [redacted] is [redacted].

In order to get this issue resolved, we kindly ask you to provide us your mail.com email address in question.

Once again, we apologize for any inconvenience this issue may have caused.

Thanks,

Mail.com Premium Support

1&1 Mail & Media, Inc