Email responses from 1and1’s horrible management
So after the 2nd email to complaints@1and1.com regarding their horrible billing practices and customer service I receive a response. My original email outlined the ridiculous circumstances around my domains being renewed on an expired credit card. Despite me paying the collection agency on June 10, 2008 one week ago I am still locked out of my account.
response from complaints@1and1.com:
Thank you for contacting us.
I understand that you’ve been upset with our technical support team.
This is something that I can only apologize for. This is an aspect of
our service that we’re always trying to improve. This is why your
feedback is so important to us. We can now look through and see where
and if we made mistakes. Then, we can look into making sure that this
doesn’t happen again. Again, we can only apologize for this frustration
that you’ve suffered. We will continue to work on this to serve you
better.I understand that there was a late fee attached on to your account.
This is something that I can only apologize for. This is done through
out automated system. We will send emails to the email address on the
account explaining that there is a billing issue. However, if the
outstanding balance isn’t resolved after so long, the late fee is added
to the account. There is nothing I can do about this situation here at
this point. Again, this is something that I can only apologize for.If you have any further questions please do not hesitate to contact us.
–
Sincerely,
Joseph Quinn
Customer Service
1&1 Internet
I’m sorry, I apologize… something I can only apologize for. He sounds like he has some serious issues to deal with. But no where did he address my issues.
you seem to miss the point.
you renewed my account on an expired credit card and sent me to a collection agency. your 1 email reminder was filtered automatically by gmail to my spam folder. because 1and1 left my domains active i had no idea they did not expire.. EVEN INSIDE MY ACCOUNT IN MY BILLING HISTORY there is NO INDICATION OF A FAILED PAYMENT. Why is it that every domain registrar/host I use shows detailed billing invoices? when i was charged, and if/when it failed or refunded? How the hell is a customer supposed to know anything is wrong until they call you.. and by that point its already too late and we’re sent to collections. That system is a joke.
It is now Monday June 16, 2008. I paid on June 10, 2008 to your ridiculous collections and my account is STILL locked.
I am not the only one this happens to as Ive found hundreds of stories online. Ive included those with my complaint to the BBB and FTC but I guess you guys don’t care anyway since your BBB rating is set to Unsatisfactory anyway.
Every domain/hosting company on the planet will turn off your service if your credit card transaction fails for any reason. You guys keep a running tab and even after I pay your collection agency without a single argument I am still locked out of my account for a week.
All i want is access to my account. Call NCO and get whatever the hell it is you need and unlock my domains and give me my AUTH INFO codes or access to it via the control panel.
thought this might be ironic
http://www.clintlenard.com/2007/10/28/what-the-hell-does-icann-do/
complete opposite .. turned off all of his domain names because his credit card on file was not valid anymore, then made him pay redemption fees on all 99.
If you have domains listed with 1and1, and you chose to let domains expire on their renewal dates, 1and1 punishes the customer by unlocking the domains. I guess this is to make it easier for people to steal them.
Also it takes 8 separate steps, by trial and error, to even find the site to indicate your renewal choice.
I don’t have any beef with 1and1’s web hosting. However, I curse the day I ever listed any domains with them. Check out Red Flag for some customer comments.
Now NCO, collection agency, is calling me every day trying to get me to pay for what I consider fraudulent charges. I do owe them one thing, now I know what hell must be like.
. Be very careful before you choose a hosting company. I wish to God I had checked out 1and1’s reputation before I signed. Rather than bore you with my long fight with them just ask yourself why their phone is answered by a recording that tells you what to do if you have been contacted by NCO, a collection agency. If they are above board why do they have to send so many accounts to a collection agency? Also Investigative journalist, Kelli Jacks, has a suit pending against them. Kelli states: “1and1 should be shut down.”
And finally, the Pennsylvania Better Business Bureau has them listed as “Unsatisfactory” Read comments on the BBB why. Read some customer comments on Red Flag.