dotbeyond
03-07-2006, 03:52 PM
Here is my horror story, which is going on as I write this post
I had several business accounts with 1and1. When i started moving my domains to DreamHost, I decided to get rid of some of them and set then to expire.
Customer ID 8192373
(in chronological order)
11/16/2005. I have canceled Business Hosting through http://cancel.1and1.com
02/09/2005. Received bill for 29.95. Emailed back with explanation that account had been downgraded long time ago, requested, but never received refund.
02/21/2006 according invoice #351266021 $18.27 supposed to be returned to my AmEx XXXXXXXXXXX card.
I checked my statements and nothing was ever returned. Billing department claimed that refund had been made on 12.07/2005, which is not true. I can provide my statement, if need.
Questions about account ID 8192373, that need to be answered immediately:
- When am I going to receive my refund for this account?
- What was the reason for 1and1 to “lock” my account in the first place?
- When I will be able to access my domain’s DNS information?
Customer ID 7416728.
It’s been more than a month since both of my "Contract IDs" for this account have been locked.
ContractID 5130497(instant domain): this account has been locked for NO REASON for a period of over 1 month. It has never been a part of any dispute, and has been paid on time. According to ICANN, this is a violation of 1and1's agreement with them.
Contract ID 5584352(business hosting):
29(!) domains set to expire were renewed by charging my credit card.
I set the domains listed above to expire without any renewal. It was done BEFORE its expiration date. When I received instructions, stating that I have to fax cancellation notice in order for my request to be processed, I immediately called to 1and1 customer support and explained that I don’t own a fax machine, therefore cannot fax anything. After 40+ min conversation I’ve got an impression that this problem has been resolved. To my surprise I received a bill, which listed all canceled domains as renewed. I called back again . After being on hold for 35 min I had a 45 min conversation with customer service representative, who tried to find where exactly in domain registration process customer agrees that he/she needs to own a fax machine in order to get out of contract (which customer entered without using any faxes). Feeling aggravated that he cannot find anything related to faxes in domain registration procedure, this customer support representative simply chose to hang up on me. I called back immediately, but was placed on hold. After waiting for another 15 min, I just gave up.
When I received notification that my credit card had expired, I decided not renew it until this conflict would be resolved.
I contacted billing department, which stated: “The fax cancellation procedure was phased out at the end of last year.”
This is about time 1and1 decided to fix that nonsense related to domain names management. If ‘faxing’ cancellation was an illegal demand, which is why it was “phased out”, why do I have to be responsible that all these domains were renewed behind my back? I did EVERYTHING that I could by calling , emailing, being on hold, talking to outsourced customer support, who has no idea what they are talking about.
1. I demanded to unlock all my accounts, because clearly in all cases 1and1 owes me money.
2. I demanded from 1and1.com to issue me a refund for all domains, that were illegally renewed. After I set them for cancellation/expiration at http://cancel.1and1.com, I notified 1and1 customer support by email and by phone that I did not plan to renew these domains. I did tell them that i do not own a fax and that I never entered any contracts, which required access to fax machine.
I sent tons of emails, but no one tried to resolve this matter .
STAY AWAY FROM 1and1!
I had several business accounts with 1and1. When i started moving my domains to DreamHost, I decided to get rid of some of them and set then to expire.
Customer ID 8192373
(in chronological order)
11/16/2005. I have canceled Business Hosting through http://cancel.1and1.com
02/09/2005. Received bill for 29.95. Emailed back with explanation that account had been downgraded long time ago, requested, but never received refund.
02/21/2006 according invoice #351266021 $18.27 supposed to be returned to my AmEx XXXXXXXXXXX card.
I checked my statements and nothing was ever returned. Billing department claimed that refund had been made on 12.07/2005, which is not true. I can provide my statement, if need.
Questions about account ID 8192373, that need to be answered immediately:
- When am I going to receive my refund for this account?
- What was the reason for 1and1 to “lock” my account in the first place?
- When I will be able to access my domain’s DNS information?
Customer ID 7416728.
It’s been more than a month since both of my "Contract IDs" for this account have been locked.
ContractID 5130497(instant domain): this account has been locked for NO REASON for a period of over 1 month. It has never been a part of any dispute, and has been paid on time. According to ICANN, this is a violation of 1and1's agreement with them.
Contract ID 5584352(business hosting):
29(!) domains set to expire were renewed by charging my credit card.
I set the domains listed above to expire without any renewal. It was done BEFORE its expiration date. When I received instructions, stating that I have to fax cancellation notice in order for my request to be processed, I immediately called to 1and1 customer support and explained that I don’t own a fax machine, therefore cannot fax anything. After 40+ min conversation I’ve got an impression that this problem has been resolved. To my surprise I received a bill, which listed all canceled domains as renewed. I called back again . After being on hold for 35 min I had a 45 min conversation with customer service representative, who tried to find where exactly in domain registration process customer agrees that he/she needs to own a fax machine in order to get out of contract (which customer entered without using any faxes). Feeling aggravated that he cannot find anything related to faxes in domain registration procedure, this customer support representative simply chose to hang up on me. I called back immediately, but was placed on hold. After waiting for another 15 min, I just gave up.
When I received notification that my credit card had expired, I decided not renew it until this conflict would be resolved.
I contacted billing department, which stated: “The fax cancellation procedure was phased out at the end of last year.”
This is about time 1and1 decided to fix that nonsense related to domain names management. If ‘faxing’ cancellation was an illegal demand, which is why it was “phased out”, why do I have to be responsible that all these domains were renewed behind my back? I did EVERYTHING that I could by calling , emailing, being on hold, talking to outsourced customer support, who has no idea what they are talking about.
1. I demanded to unlock all my accounts, because clearly in all cases 1and1 owes me money.
2. I demanded from 1and1.com to issue me a refund for all domains, that were illegally renewed. After I set them for cancellation/expiration at http://cancel.1and1.com, I notified 1and1 customer support by email and by phone that I did not plan to renew these domains. I did tell them that i do not own a fax and that I never entered any contracts, which required access to fax machine.
I sent tons of emails, but no one tried to resolve this matter .
STAY AWAY FROM 1and1!