1and1 Incompetence, Day 143

As of today, there has been absolutely no additional activity in my account. The credits promised by David Rubel have not appeared in my account and a corrected invoice has not been issued, so i still do not have anything to pay.

And yet, they are trying to bill me! For what, I wonder, since there is no indication anywhere in my account of actual current charges! Continue reading

1and1 Incompetence, Day 136

April 23, 2009 2:41 PM:
From David Rubel, 1and1 Billing Manager:

Dear Brian Gothard, (Cust: XXXXXXXX)

Thank you for contacting us.

This is David, billing department supervisor. We are going to credit your account $152.83 and zero out your balance. We will also require you to update your payment method to a valid credit or debit card using the process below. If you do not do this we will unfortunately have to cancel this account as we require a valid payment method on file. I truly do apologize that this occurred and hope we can regain your trust as a valued customer once again.

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

David Rubel
Billing Department
1&1 Internet Inc.

NO customer service skills whatsoever! STILL making demands! Continue reading

1and1 Incompetence, Day 126

After my last instructions to David Rubel, I began seeing credits issued in my account.  On Saturday even, which surprised me.

But the credits did not add up to the fraudulent charges, so I tried again.

On Monday, April 13, 2009:

11:56 AM

I have received several credit notes. Thank you for issuing those.

Those credits, however, do not address the original improper billing for the domains about which I have been complaining since January 10.

The rest of the April invoice is also still incorrect. Your system confirmed that every one of those domains would be canceled, and I have all of the confirmation emails.

I submitted the solution below. It is your decision as to whether to use it or not, but as I have repeatedly told you, I owe 1and1 a grand total of $53.94.

I have explained it in terms that an elementary school student can understand it.

I await the rest of my credits, and instructions for paying $53.94.

Brian Gothard

2:30 PM David Rubel:

Dear Brian Gothard, (Cust: XXXXXXXXX)

Thank you for contacting us.

Invoice number XXXXXXXXX went to a collection agency as we were never able to process the charge. We contacted our collection agency and wiped the balanced owed with them and terminated the invoice on our end. Since we never charged you that amount and the invoice has been wiped, that invoice is no longer an issue. Invoice number XXXXXXXXX was also entirely credited by us.

I understand the domains you want to keep with us and pay for were charged on both the invoices I previously stated and both invoices have been already either wiped or credited. Right now the main issue lies with the newest invoice which have been removed from our system already.
i took a look at the invoice and on my end the entire invoice does indeed look to be incorrect.

Due to the complicated nature of this case I just want to get your feedback on this assessment to make sure there is no confusion before I go a head and begin solving this and making sure the crediting is done properly

I just want to keep you informed and to let you know we are working on getting this issue resolved and fixed. I am very sorry this happened.
This should have been resolved a long time ago and will work on this until it is resolved fully. Once again i deeply apologize about how complicated this has become.

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

David Rubel
Billing Department
1&1 Internet Inc.

3:55 PM My Reply:

THANK YOU!!! This actually sounds like you are paying attention now. I am tired of being told I did something incorrectly when it is 1and1’s fault this happened in the first place. I am a professional Management and IT Consultant. I could teach every one of you something about how to treat a customer, because I have been absolutely abused.

You are correct that the charge would not process. When I could not get a resolution in January, I canceled your access to my PayPal account to avoid incorrect charges.

But that January invoice is still listed in my billing overview, without a credit, so from my end it appears to be active. No matter which Invoice I choose, the “Payment Details” button only gives me information on the same credit item.

If there is some useful version of my account information that actually reflects the status of my account, please tell me how to find it.

I will wait as patiently as possible for your resolution to complete, but I am understandably very short on patience at this point. I have been told on several occasions that this was being fixed, and it has not happened yet.

As long as in the end my account shows an amount due of $53.94, and the Late Fee is gone, I will be content. Assuming, of course, that my domains are properly represented.

Once we reach that stage, how do you propose I pay you? I will not allow any automatic access to any of my accounts. I still do not trust your systems. No matter how hard I try, it is impossible to successfully cancel a domain with 1and1, as evidenced by the April invoice. I prefer to maintain control of my own money instead of having to convince you to give it back when this comes up again next month.

I will continue to cancel or transfer domains well in advance of their expirations, and I will keep complete documentation of every one, since I expect to have this problem every month.

I would suggest you take a serious look at your internal systems to find out why this continues to happen. 1and1 is infamous for it.

It sounds like things are going well, right? I thought so, too, but read tomorrow’s entry because THEY TRY TO CHARGE MY PAYPAL ACCOUNT AGAIN!

1and1 Incompetence, Day 123

I changed up my post numbering.  “Part” was just not reflecting the extent of this situation.

April 10, Day 123 of my 1and1 Nightmare:

7:47 AM

David Rubel, 1and1 Billing :

Please call me at 877-300-8316 Extension 2525 or please provide me with a numebr and time I can call you at so i can assist you in resolving this issue.

10:51 AM  My Reply:


We tried that on January 13, and you lied to me.  I will only deal with you in writing, and very publicly.

I want your boss.

You told me you did not have the authority to fix this, and that “upper management” was looking into it.  You specifically told me Damion Son was working on it.

Well, Damion is the one who had me sign and fax documents TO YOU to cancel these domains, and is now acting like these are brand new issues unrelated to that.

I think you are both liars and thieves, and nothing you have done has proven me wrong yet.

You have had every opportunity to fix this.  You have proven that you are either incapable of or unwilling to correct your errors.

Besides, there is nothing I can add that you have not already received dozens of times and chosen to ignore.

I have submitted plenty of documentation that would allow you to fix this, and you ignored it.

I have explained it every way possible.

I have sent signed faxes and dozens of emails.

Every email, fax and explanation is now available to the public at http://RippedOffConsumers.org. And from the response I am receiving, they are on my side.

I keep getting messages from people who had similar billing problems with 1and1, and just gave up and paid the bill.

I don’t give up.

I don’t shut up.

For a very quick summary visit OPEN LETTER TO ANYONE AT 1AND1 WITH COMMON SENSE at http://rippedoffconsumers.org/1and1-complaints/open-letter-to-anyone-at-1and1-with-common-sense/

I sent you your own personal copy, but I guess you ignored that, too.

Just in case you “lose” this email and need easy access to the entire history, I am currently ranking number 1 on Google for “David Rubel 1and1”.

11:10 AM  David Rubel:

We are attempting to process refunds for any double charges and other incorrect domains but we will not be able to fully help and figure out what is going on without being able to speak to you and resolve this once and for all.

Please provide me with a number or call me at the number I previously provided so we can resolve this.

12:04 PM  My Reply:

You had your chance(s), and lied to me.

I do not trust you.

If it is necessary to deal with you to fix this, I will only do so in writing so there is absolutely no confusion.  No more runaround.

I want your boss.

Attached is the fax I sent on March 10 at Damion Son’s request, fully two months after I began sending YOU the same information.

The necessary corrections to the April invoice are available in the email I sent TO YOU and everyone else at 1and1 last night, and at http://rippedoffconsumers.org/1and1-complaints/open-letter-to-anyone-at-1and1-with-common-sense/

If you want to go straight to the spreadsheet, just click here.  http://rippedoffconsumers.org/wp-content/uploads/2009/04/summary_of_1and1_fraudulent_charges.htm

The explanations just don’t get any simpler.

Those documents are publicly available, and have already been spidered by Google, Yahoo, Live, and several other engines, so I don’t think you will have any trouble finding them.

No one has yet provided me with the answers to the questions raised in that document.

The only thing you could do by phone that you cannot do with those documents is antagonize me further.

Either fix it according to the provided information, or submit to me IN WRITING why you refuse to do so on a domain by domain basis.

If you are incapable of understanding those simple documents, have your boss take a look at them.

And I want an apology for the way I have been treated.

A REAL one, not just “we are sorry you don’t know how to use our broken and shoddy systems”.

12:18 PM David Rubel:

Dear Brian Gothard, (Cust: XXXXXXXXX)

Thank you for contacting us.

We are issuing a refund for the following domains totaling 179.80. Also your transfer will be activated and processed per your request. If you have any questions comments or concerns please respond to this email.


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

David Rubel
Billing Department
1&1 Internet Inc.

2:26 PM My Reply:

That only fixes a portion of the problems, and creates another opportunity for 1and1 to get “confused” about the situation.

Your $179.80 credit would still leave $423.50 worth of bogus charges on my account.

Invoice XXXXXXXXX is the original problem. It should have been $35.96 instead of $188.79, per the fax I just forwarded.

You refunded the entire amount on XXXXXXXXX. I still owe you $17.98 for that one.

Invoice XXXXXXXXX is a complete fiasco. It includes double billing for the same domains from Invoice XXXXXXXXX, plus all of the domains I canceled during March. That invoice should be credited in full.

Plus there is a Late Fee in my account that I expect to be removed.

I owe you a grand total of $53.94, and have been trying to pay it for months.

I have been running multimillion dollar companies for 15 years, and it is obvious that this mess will continue to get worse unless drastic action is taken. This is not a problem that can be fixed within normal procedures. You let it get way too far out of hand.

Here are my suggestions:

To keep from creating more confusion and screwing up the account even further, CREDIT EVERYTHING. Get the account to $0 and start over.

1. You already credited XXXXXXXXX via XXXXXXXXX. Let it ride.

2. Issue a credit for $188.79 to offset XXXXXXXXX.

3. Issue a credit for $341.62 to offset XXXXXXXXX.

4. Remove or offset the Late Fee for $18.95. I would prefer it be removed completely, because it offends me to be accused of late payments when I have tried every way I know how to resolve this.

5. Issue a brand new invoice. I have created an identical format to your invoice, so it should be easy to understand.



I contend that 1and1 as a company consists of incompetent thieves and liars, and you continue to provide me with evidence of those facts?

The response below is typical of your “customer service”. Blame the customer and play stupid. I will try to make this as simple as possible.

This is a copy of the domains on the invoice you claim you will not be issuing a refund for.

Please address each individual line item with the exact reason the referenced Cancellation ID was not completed as your system confirmed it would be. I will be happy to provide each individual confirmation email sent by your system if you cannot find them. I kept copies.

Also explain why, if the cancellations were not completed as your system confirmed, the domains are no longer in my account, and are currently in “Redemption Period” status? I unlocked them, but all transfer requests are being denied.

Does ICANN need to look into that?

Also please explain how you were able to renew domains that were transferred to a competent registrar prior to the dates you claim to have renewed them. The transfers of 4gclick.com, broadcastyoursite.com, businesspressroom.com, and obamalies.org to GoDaddy all completed on March 15. How exactly were you able to renew the domains AFTER they were transferred?

Please also note that that is 7 days from the date the transfers were requested, when ICANN requires you to accept it within 5 days. I will be issuing individual complaints on those.

As for the domains with no Cancellation ID listed, please explain why over twenty requests by email and fax beginning on January 10 have not been sufficient to result in the cancellation of those domains. I received responses from Damion Son, David Rubel, and Brett Neally confirming that the signed faxes were received, and I have dozens of emails proving the same.

Those domains were fraudulently charged to my account in January for expirations in December, during a period of time when 1and1 denied me any means of canceling those domains, again in contravention of ICANN policy. I had absolutely no access to nor control of my domains for 7 ½ weeks. If I keep getting the runaround I will issue individual complaints to ICANN about each of those, also. That would be 277 complaints, but I am almost willing to do it already after the way I have been treated.

Do you truly want to continue providing more proof of your incompetence? Do you want me to continue to issue complaints to the Federal Trade Commission, Better Business Bureau, and ICANN?

Do you want me to join the growing number of people calling for a class action lawsuit regarding your unethical business practices?

Or would someone with at least a little bit of common sense like to take over and get to the bottom of this? I have done nothing wrong. I have made every attempt to explain your errors and get them fixed, and you keep blaming me for your incompetence.

Here it is as simply as I can present it:

(Spreadsheet moved to external page.  Click to view Summary of Fraudulent 1and1 Charges.)

I do not want to hear from Damion Son, David Rubel or Brett Neally. I want to hear from their boss, whoever that may be. Or are you afraid you will get fired for creating this mess in the first place?

I Hate 1and1

Brian Gothard


—–Original Message—–
From: complaints@1and1.com [mailto:complaints@1and1.com]
Sent: Thursday, April 09, 2009 1:56 PM
To: Brian Gothard
Subject: C127942769 Re: Public Challenge Issued – Prove Me Wrong

Dear Brian Gothard, (Customer ID: XXXXXXXXX)

Thank you for contacting us.

The latest invoice that was generated on the account was for the domain

name renewal in the month of March. The previous issue was regards to

the invoice that was generated in the month of January due to the during

the transfer process.

Unfortunately we will not be refunding the account for the domain names

on the latest invoice on the account.

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


Damion Son

Customer Service

1&1 Internet

1and1 Incompetence, Part 13

Well, yesterday I complained that 1and1 had created a brand new invoice that included all of the domains I have been trying to cancel for over three months now, and were also trying to charge me for domains that I have very clear documentation of cancellation on.

I issued a public challenge to anyone at 1and1 to prove me wrong.

I received this reply from joy in Transfers this morning:


I went through some of your invoices and you are correct as some should be refunded. The billing manager currently has someone looking into this and you should receive a response shortly regarding this issue. I apologize that this has been such an inconvenience for you.


Knowing better than to get my hopes up, I awaited the followup.
This afternoon, Damion Son sent me this:

Dear Brian Gothard, (Customer ID: XXXXXXXXX)

Thank you for contacting us.

The latest invoice that was generated on the account was for the domain name renewal in the month of March.  The previous issue was regards to the invoice that was generated in the month of January due to the during the transfer process.

Unfortunately we will not be refunding the account for the domain names on the latest invoice on the account.

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

Damion Son
Customer Service
1&1 Internet

So, it is Mr. Son’s contention that this is a new issue.  How can it be a new issue when it involves the same domains?

Also, these domains are no longer in my account, so for what exactly am I being charged?

Several were already transferred to a competent registrar, prior to the dates 1and1 claims they renewed them.  How did they renew domains no longer under their control?

This is the most blatant attempt to perpetrate fraud I have ever encountered.

Here is my reply:

Once again, you are proving my point that 1and1 is completely incompetent, unethical, immoral and does not care about their customers.

16 of these are the same domains I have been trying to cancel since January.  They are the same domains I have been complaining about since January, and for which I have submitted over twenty cancellation requests by email and fax.  This is NOT a new issue.

The rest were cancelled prior to their expiration dates, and I have all of the documentation to prove it.  I have every email 1and1 sent me confirming the cancellations.  I was very careful to keep records correlating the cancellation IDs to the domains, because I knew 1and1 would try to pull some unethical garbage.

Four of these were actually transferred and renewed with GoDaddy prior to the dates you claim to have renewed them.  Again, I have full documentation.

And to top it all off, all but four of these (not the same four referenced above) are no longer in my account.

I am sick of being treated like I did something wrong.  I have done my utmost to follow your procedures, even submitting additional documentation that is NOT required by either ICANN or your posted Terms and Conditions, yet you still cannot get your act straight.

Your antagonistic and ignorant reply will be posted as the latest proof of 1and1’s attempt to defraud me at http://Ripped OffConsumers.com.

Anyone else interested in a class action lawsuit?  This antagonism and mistreatment is actually causing me health problems!