in Business

1&1 Internet – file this under complaints about 1and1.com

1and1I am writing about a company called 1&1 which has a web site at 1and1.com and about their preposterous cancellation policies. I cancelled service with them back in October after subscribing for a short period of time to use their hosted exchange service. I used the online cancellation system, followed all of the procedures to a T including sending in a signed cancellation fax.

Today I call up to ask why I was still being charged and immediately the person on the other end gets all defensive and claims I didn’t send the fax (which I did). But he had record of my original cancellation request.

The fact that they never processed my fax doesn’t make a difference. Now they want me to prove to them that I sent my fax. Audacious!

I called back to speak with another person and received even worse treatment. I am angry at 1&1.

Update: It looks as though others have reported this same issue

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94 Comments

  1. OH my God I am not alone. 1and1.com’s customer services sucks I cannot believe Ive been with them for so long. The first time I tried to figure out my shipping on my site it took 3 days, 8 hours each day on the phone with tech support and they kept giving me the run around. I left it alone and forgot about it 6 months ago and haven’t done anything with it until now. When I got on with customer support today they still didn’t understand what I was talking about after multiple attempts. Note to 1and1 if you are reading this. GET YOUR TECH SUPPORT OUT OF THE PHILLIPINES AND INTO AN ENGLISH 1ST LANGUAGE COUNTRY. OH SAY MAYBE THE US OR CANADA OR THE UK ETC.

  2. I had a whole list of domains I didn’t use anymore, so I sent an email to 1and1 on how to cancel some of them.

    The information they sent was a link, which was fine and got the job done.

    However 2 months later I have received a declined debit note from 1and1 and when I asked which domain it was for as I had cancelled some.. it WAS for a cancelled domain….

    I sent one back advising I shouldn’t be invoiced.. the response?

    “Unfortunately this query cannot be dealt with by 1and1, as your account
    details have been passed over to AFS Finance, our collection agency.”

    Oh my god…. it’s not like I haven’t paid for my LIVE domains.. for for domains I no-longer have.. and instead of realising their mistake they just move it over to collections on disputing an invoice!

  3. I currently am having an issue with 1 and 1.com. They tried to renew my annual domain reservation of two URLs on an expired card. Unfortunately I changed my email in that time frame and didn’t notify them. When the card didn’t go through and my email bounced back, they turned my account over to NCO Financial adding $18 to a total of $39.00. They will not talk to me, even though I did not authorize another year. They say I have to talk to NCO Financial. I emailed them that I was willing to pay the $11.95 but not the $18.95. They will not talk to me. I think a class action is an excellent idea. I wish I had not gotten involved with them at all. I am glad I know how they are before I actually hosted with them.

  4. 1and1 stole my domain name! I signed up for a hosting package and as part of that package I recieved a free domain name. I decided to opt out of the hosting, but I was unable to continue or to transfer my domain name.
    After many emails and lies I am told that my domain name has been sold. Although 1and1 are still the registrars and no one has developed the domain name.
    I am gutted.

  5. For 1 complaints 1and1 ( oneandone ) Closed all my emails, I can not send and receive emails.

    Dear,

    We are sorry to tell you, that we have received again a considerable number of
    complaints about Spam sent through the mailbox “letters@*****.com” which
    belongs to your contract (contract: 6350238).

    To prevent further abuse your mailbox must be temporarily locked.
    Furthermore we would ask you to contact us (abuse@oneandone.net) within
    two days in order to receive your comment on this concern.

    Thank you for your understanding.

    Sincerely,
    1&1 Abuse-Department

    1&1 Internet Inc.
    Abuse-Department
    US Headquarters:

    1&1 Internet Inc.
    701 Lee Road
    Suite 300
    Chesterbrook, PA 19087
    USA

    US Numbers:

    Support – 877-435-7281
    24 hours a day, 7 days a week

    Sales – 877-461-2631
    Monday thru Friday (except holidays) – 8 am to 8 pm EST

    Billing – 877-300-8316
    Monday thru Friday (except holidays) – 8 am to 8 pm EST
    Fax Numbers:

    (610) 560 1501
    – Change the e-mail address,
    Change of Ownership,
    Move contracts from one Customer ID to another,
    Change the company name.
    Purge data in a mailbox

    (610) 560 1507 – Domain Redemption.

    Email addresses:

    Technical Questions – support@1and1.com
    Billing Questions – billing@1and1.com
    Suggestions – suggestions@1and1.com
    Complaints – complaints@1and1.com

    FraudAssassin :
    US Contact Information:

    Phone : 1-877-206-4253
    Email : admin@1and1.com
    Business Hours : Monday to Friday, 9am-5pm EST

    UK Headquarters:

    1&1 Internet Limited
    The Nova Building
    Herschel Street
    Slough
    SL1 1XS
    Telephone: 08701 630 870
    Fax: 08450 762205
    UK Numbers:

    Support – 0870 2411247 Option 2
    Information – 0870 2411247 Option 1
    Billing – 0870 2411247 Option 4
    Billing (Direct Number) – 0870 1630829 / Ext # 1104
    BFS Finance (INKASSO) – 0870 8504245

    Fax Numbers:

    0845 0762205 – Change the e-mail address,
    Change of Ownership,
    Move contracts from one Customer ID to another,
    Change the company name.

    0845 0762207 – Purge data in a mailbox

    Email addresses:

    Technical Questions – support@1and1.co.uk
    Billing Questions – billing@1and1.co.uk
    Suggestions – suggestions@1and1.co.uk
    Complaints – complaints@1and1.co.uk
    FraudAssassin :

    UK Contact Information:

    Phone : 0870-163-0796
    Email : security-team@1and1.co.uk
    Business Hours : Monday to Friday, 9am-5pm

  6. Interesting,
    I have had nothing but good affairs with 1and1.com.
    And almost a year to date of the original posting, I have hosted/hosting over 8 websites with them, and no problems.

    I noticed all the negativity and pondered, and could not remember any problems I had at all if any.

    Although, keep your friends close, and your enemies closer

    Good day

  7. I am an investigative journalist, and have just had a major run in with 1&1 over a fundraiser that they botched the website. Thanks to industry contacts, we have an active file with Tom Corbett’s office at the Pennsylvania Attorney General’s Office. Here is the information if you’d like to be added to one of their many complaints:

    Madlene Dakour
    Bureau of Consumer Protection
    Philadelphia Regional Office
    21 South 12th Street, 2nd Floor
    Philadelphia, PA 19107
    (215) 560-2414

    She is great, and is taking information regarding problems with 1&1. We are also working with other national media venues regarding this story, and currently have more than 10,000 written complaints within a few days. Keep up the fight, and keep calling the BBB and Attorney General’s office.

  8. My business web site has been down for three days. We are a small mom & pop operation and depend on it for our income. Have talked to so many “technical support” types that I’m talked out. Bottom line is we are out of business until or if an “administrator” gets to it. Thanks for putting up the Attorney General info. I hope everyone that’s going through this misery takes the time to file a complaint. I sure did!

    DON’T PUT YOUR TRUST IN 1&1. WE MADE THE MISTAKE 4 YEARS AGO. THEN THEY WERE INEXPENSIVE AND SERVICE WAS ACCEPTABLE. OUR LOSES OVER THE LAST WEEK BECAUSE OF 1 & 1 COULD HAVE BOUGHT OUR OWN WEB SERVER A DOZEN TIMES OVER….

    STAY AWAY FROM ONE & ONE!!!

    IF YOU HAVE A PROBLEM FILE WITH THE STATE ATTORNEY’S OFFICE ON PENNSYLVANIA. INFO ABOVE!!

  9. I have had the same terrible experiences with 1and1. The customer service reps have all been extremely rude and whenever you call in with a problem, the answer is to log in and take care of it yourself. The problem is that my account is usually locked. I have asked them many times to change the e-mail address for notifications (to the e-mail address that they provide for me!) and they have not been able to get that accomplished. Therefore, because all important messages go to an old e-mail address, problems (like expired credit card or whatever) do not get resolved and the account gets behind. Conveniently, they then want to charge me an $18 late fee every time I turn around. Top this off with my attempts to cancel an exchange account for an ex-employee. After making me do the work online myself, they neglected to tell me that an e-mail would be sent to that employee’s e-mail (who, as I mentioned, no longer worked for me) and a response from that account was required. After months of being billed and making automatic payments for a service I canceled, the account was finally terminated, however they are refusing to refund any of the charges that they made. This is a terrible and unethical company. With many other choices out there, please do not choose 1and1!

  10. The bastards at 1and1 sent my account to NCO Financial for collections. What can I do? Do I pay it or what? Is there no justice for this company?

    Where is this class action lawsuit I have been hearing about?

    We NEED help here folks!

  11. Today my website’s is down because 1and1 internet disabled the website’s admin control panel since they failed to charge my credit card for the monthly hosting fee which is around $7.

    They did that without my notice ,they did not even give me email notice. Suddenly, my website is completely down and I had no idea ,but I can only called 1and1 internet customer service
    I made three calls and every call keep me waiting about 18 minutes. After the 3rd call (5 hours later) ,I checked my site and it was working eventually. I should have transferred my domain name 1 month ago if I have knowledge about php and my sql.

    I hate to deal with their customer service.

    Last year, when I want to cancel my VPS package, I called them and did it according to what the rep told me. But their cancellation procedure is a little complicated and tricky. Only after one month that my credit card was debited one more month’s fee did I recognize that my VPS is still active.
    Actually, this is my only site which is still hosted by 1and1.com . I have transferred the other 5 websites to other hosting company since 1and1.com left me such bad bad experience

    One more thing which is worth pointing out is that 1and1 internet continually send us email so frequently and I can only delete their email every time .I don’t even read its since I know 99% of them are all spam emails. They keep bombing my email address for the whole year. I am not against company sending valuable emails to customers, what I am against is you can not send customer emails too many times.

    What I am writing this about article is everybody who is considering a web hosting company should carefully research before you make your decision. Of course, I don’t recommend 1and1.com.They throw the most dollars onto the major business related magazines and they ever buy 10 pages whole page ads on one famous tech magazine. But what they deliver is the world’s worst hosting and very bad customer service.I am very curious why such a crook company can still survive in a competitive hosting marketing.

  12. On Thurday 14 February 2008 I was alerted by a client my website was down. At 3:38 PM central I placed a call to 1and1 tech support to report the problem. At 3:50 PM the tech support system answered the call and informed me it was a billing issue. Confused I called the billing department at 3:58 PM central Thursday. The recording stated they were closed for the day.

    At 8:06 AM central Friday I called the billing department at 1and1. the call was answered at 8:20 AM. At this time I was informed I had a past due balance of $29.95. I asked why this had not been brought to my attention sooner? Why did I not receive an invoice or bill? why did I not receive a notice that there was a billing problem with my account. I was provided with NO ANSWERS to these questions. I was simply told if I wanted to restore the hosting service I had to call a collection agency and pay the bill. I would then have to call 1and1 back with the confirmation number provided by the collection agency.

    Reluctantly I made the call to the collection agency. I am now told a “late fee” of $18.95 was added as well as a collection fee of $8. After some argument I paid the bill so I could get my site back up.

    At 8:36 AM central Friday, I placed another call to 1and1 billing with the confirmation number provided by the collection agency. Again a long hold of more than 20 minutes before an answer. I provided the information required and demanded the password be reset, and the site restored. I was told I would receive an email confirming the host restoration. At 9:48 AM central I received an email from Shireen Major
    Transfers Department at 1&1 Internet stating it will take 3-4 hours for the “system” to catch up.

    I sent several more emails and placed numerous calls throughout the day on Friday to restore my site. All emails were unanswered and all calls were disconnected after long waits on hold.

    I CALLED OVER THE WEEKEND … 1AND1 IS CLOSED. I CALLED MONDAY MORNING … 1AND1 IS CLOSED.

    ON TUESDAY 19 FEBRUARY 2008 I BEGAN MY CALLS AT 8:01 AM CENTRAL TO THE BILLING DEPARTMENT. I WAITED ON HOLD UNTIL 8:14 AM. I DISCONNECTED THE CALL AND CALLED BACK THIS TIME PRESSING 1 FOR SALES. AT 8:20 AM SOMEONE ANSWERED IN SALES AND PUT ME ON HOLD FOR BILLING. I AGAIN WAITED ON HOLD UNTIL 9:12 AM WHEN I DISCONNECTED THE CALL. I IMMEDIATELY CALLED BACK AND PRESSED 2 FOR BILLING HOPING SOMEONE ACTUALLY WOKE UP AND CAME TO WORK THIS MORNING. NO LUCK. AT 9:49 AM I DISCONNECTED THE CALL AND AGAIN CALLED BACK THIS TIME PRESSING 1 FOR SALES. AT LEAST SOMEONE EVENTUALLY ANSWERS AT THIS DEPARTMENT. SURE ENOUGH THE CALL IS ANSWERED AT 10:01 AM. I IMMEDIATELY ASK FOR A SUPERVISOR. I AM ASKED WHAT DEPARTMENT AND I STATE I WOULD START WITH THE CALL REP’S SUPERVISOR. I AM AGAIN PLACED ON HOLD. AT 10:32 AM I DISCONNECT THE CALL. I CALL AGAIN PRESSING 2 FOR BILLING. THE CALL IS ANSWERED AT 10:58 AM. I EXPLAIN MY COMPLAINT TO THE OPERATOR WHO IS UNABLE TO TELL ME WHY MY ACCOUNT REMAINS LOCKED. I ASK FOR A SUPERVISOR WHO CAN TAKE CARE OF THE PROBLEM. AT 11:10 AM SUPERVISOR DAMIEN ANSWERS AND TELLS ME HE CANNOT UNLOCK THE SITE FOR AT LEAST 1 – 3 BUSINESS DAYS FROM TODAY!!!!!!!!!!! NOT FROM FRIDAY WHEN THE MONEY WAS EXTORTED FROM ME BUT FROM TODAY … TUESDAY … FIVE DAYS AFTER RECEIVING PAYMENT OF $57 FOR A $29.95 BILL. WHEN YOU ACCEPT PAYMENT YOU ARE OBLIGATED TO PROVIDE A SERVICE. 1AND1 OBVIOUSLY KNOWS NOTHING ABOUT SERVICE. THE SUPERVISOR CANNOT ANSWER MY QUESTIONS REGARDING WHY I WAS NOT CONTACTED ABOUT A BILLING PROBLEM PRIOR TO TAKING THE SITE DOWN, CHARGING A LATE FEE AND SENDING THE ACCOUNT TO COLLECTIONS.
    HE ALSO COULD NOT EXPLAIN OR JUSTIFY SENDING THE ACCOUNT TO COLLECTIONS WHEN NO SERVICE IS PROVIDED WHEN AN ACCOUNT IS SHUT DOWN.

    SUPERVISOR DAMIEN AT 1AND1 SUGGESTED I WRITE MY COMMENTS TO COMPLAINT@1AND1.COM. I DID SO AND THE EMAIL WAS RETURNED AS NOT A VALID ADDRESS BOTH IN THE SINGULAR AND PLURAL VERSIONS.

    How can a company charge a late fee without first presenting a bill with a due date? How does a company expect a client to pay a bill when a bill is not provided? How can an account be sent to collections without a service being provided? How can you take money from your client (in this case $57 for a $29.95 service) and NOT provide the service????? 1and1 has no answer to any of these questions. And HERE’S a question for all of YOU … how does 1and1 stay in business with such a lack of concern for their customers?

    I will be collecting my site information as soon as the site goes live again and will be transfering it to another host. I hope all who read this will consider doing the same.

    It is 3:11 PM central on Tuesday February 19, 2008 . FULL payment for the 1and1 account was received at 8:36 AM Friday February 15, 2008. The web site is STILL DOWN, the issue remains unresolved, and I have received NO response from 1and1 regarding my complaints. Again … 1and1 was paid for a service and refuses to PROVIDE the service.

  13. This 1and1 company WONT GIVE ME MY PASSWORD to Control Panel!!! I tell them I had it stored on “thumbdrive” and lost it. Can you believe it? They say it a “security issue” why they cant give me my own password. They sound like they from india too.
    I give them my name, address, email address, credit card and LOGIN ID! They say yes, seniore Rohincho, we do show that all correct, but you need to FAX US a new email address! WTF? What is wrong with the one I have on file?
    NOW, because of these cehones, I need to go out and by a freakin fax machine, fax my info that they already have, and then return the damn fax machine to Office Depo, (I tell them I not happy with machine).

  14. Diddo. Cancelled my host package in Sept 07, forced out of a contract to pay through Dec 30th (contracted for 1 year in order to save a little $$…BAD IDEA!) and surprise, got billed again in Jan 08. After calling 1and1 billing to ask why the bill, they were not sure BUT suggested I pay it since I guess they can never be wrong about a bill. I agreed to pay them based on the fact that they promised this was the final bill. I did refuse to give them my credit card to draft it since I am leary they will continue to bill me using my info. I called their billing number 3 times in the last 3 weeks during business hours and they have been closed to to unknown reasons, weather and holidays(??). Today after another unsuccessful attempt to pay them over the phone, I emailed with my issue and they told me they had turned it over to collections already…..is it legal to do that without written notice that they are getting ready to??? I called the collection agency who said it was turned over 3 weeks ago while they were still supposedly researching my account to see why I got billed and tacked on misc other fees. I have a feeling I will continue to get billed and have it turned over to collections without notice to me for the rest of my life!!
    Morale of the story: Don’t contract with 1and1 unless you are ready to shell out money for the rest of your life OR have bad credit!! 1and1 sucks!

  15. NOW THEY SAY WE SORRY SENIORE ROCHINCHO BUT WE DONT GET YOUR FAX!!! I SAY TO THEM, WTF? WHAT YOU MEAN YOU NO GET FAX?? I SAY I HAVE COPY OF FAX SENT, IT SHOWS SENT OK!! THEY SAY YOU SEND ANOTHER ONE, NO?
    NOW I ALREADY TOOK BACK THE DAMN FAX MACHINE TO OFFICE DEPO!! WHAT I DO NOW? I GO BACK TO OFFICE DEPO AGAIN TO TELL THEM GIVE ME BACK FAX MACHINE SO I FAX THESE TURDS AGAIN!! THIS IS LOCO!!

  16. the number of websites/pages/forums on cyberscape that feature complaints on 1and1 is 1.9 Million.

    Only they are happy with themselves.

    Trash to the core

  17. Who the hell is cyberscape? Went there thinking it was a search engine. Use Google folks, cyberscape is just a website somebody slapped together. That message above is spammy….

  18. I have just got a email from some “debt” agency here in the UK, concerning 1&1 Ripoff.co.uk…

    I originally, bought a domain name through them, back in 2003, I never used the name, it was bought in error, I never thought anything more about it, thinking it would be cancelled after the 2 year period I had paid for… IF ONLY…

    2 years ago I was contacted by these scumbags, threatening me with legal action if I did not pay up in full for the renewal of my domain name… I paid up on, but only on the understanding that my account was from that date forward, CLOSED! If only…

    Fast forward 2 years, and I am in exactly the same boat, I have this “debt” agency hassling me for something I have never EVER used, nor indeed intend too, enough is enough!!! I am now logging every email from both 1&1 and their “debt” agency, and I have from day one notified 1&1, that I will be charging them at the rate of £50 per hour, until this is concluded to my satisfaction, I will be seeking damages through the small claims court here in the UK!

  19. I hate oneandone.com. They have the worst customer service. It is incredelous how flippant they are over our issues. My emails have been down since yesterday over a billing issue I didn’t even know I had. They were charging me $4.99 a month for a Norton Internet Security package I didn’t even elect. No manager has ever been able to help me. I finally spoke with Damien, the supervisor in Billing, and he advised that I was going to be billed an $18.95 late fee and if I didn’t complain anymore and accept his settlement he would waive the late fee. I asked for the additional service to be cancelled and he said it is a non-refundable fee and could only be cancelled after the billing period (June 2008)! I would love to take legal action! Anyone can contact me!

  20. Damien, the billing manager must be a popular guy, I have had the same experience as others, being turned over to NCO for collections, and an additional late of $18.95, which 1&1 has never informed of. They have zero interest in customer service. Even the person at NCO stated that 1&1’s collection policy was very aggressive and he’s fielded many calls on this topic.

    This are signs of a company in deep trouble…don’t get suckered by their promotions.

  21. Wow!!! i guess there are hundreds like me. Make a long story short. I ldid not renew with them but they did that automatically for me. The credit card they had on file expired so they unsuccessfully tried to charge it. They did not both to contact me. sent me to collections. After pulling teeth with them, i decided to pay it and just move on. That was back in september. Yesterday I received a letter of another collection. i called and found out that since my collection was paid i was back in good standing and my account was reactivated and re-billed. and since the credit card on file was still not valid, and my bill was past due, i was sent back to collection. it was my responsibility to cancel out the account and i should have read the fine print. When i called to resolve this, Damien at billing hung up the phone on me accusing me of misquoting him.
    I really think we should start a class action law suite against those scammers. If you are interested, please email me at alaouiedc@gmail.com

  22. I hated 1 & 1 too. My story is very similar with Rafic Alaouie. But just that I haven’t paid them yet. I never received any mails from NCO about this charge. There is no right for them to hold the website and then charge the unreasonable late fee. It is a matter of principle.
    Yes, I would love to see some legal action against them. Let me know if u guys start a class action law suite against them, I’ll love to join!!

  23. I opened web hosting with 1and1 for personal use and I never even hosted any page. This Feb 08, I got a bill for $23 from billing department. I called the billing department they told that there was a mistake and they will credit me the overcharge and my account is closed. I got a email with credit information. Two weeks I got a collection letter from NCO financial stating that I have to pay $2.0 and since it was due for month a late fee of $18.00 also to paid.
    I did not get any information about balance due from 1and1 prior to this and infact they told me that my account is settled. Even if there is a balance due 1and1 would have taken from my credit balance.

    So I called the billing department asking about it. They were unco-operative and very arrogant. One of the worst billing department person I ever talked.

  24. I am writing about a company called 1&1 which has a web site at 1and1.com and about their preposterous cancellation policies. I cancelled service with them back in September. I used the online cancellation system and printed my credit receipt.

    In April I received a letter from a collection agency demanding payment. I called 1 and 1 and spoke with a very rude unhelpful person. I was informed that even though I cancelled service I still had to pay the bill before they credited the account. Because I didn’t pay the bill and additional 18 fee was added. GO figure.

Webmentions

  • 1and1 Web Hosting and The Evil Therein - Millionster.com - Personal Finance, Business, Investing and Life April 7, 2008

    […] Over the period of a week between being transferred to the wrong department several times and being on hold for more than 30+ minutes each call, I was promptly hung-up on no less than 5 times. I was beyond amazement; these people were pulling an AOL on me! They were going to make my cancellation as complicated as possible and charge me even more money in the meanwhile! […]