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, Part 12

Earlier today, I sent the following message to the entire list of 1and1 email addresses that i have been able to accumulate.

I am issuing a public challenge to anyone at 1and1 to refute your company’s incompetence.


I will be submitting ANOTHER set of proof that what you have now invoiced me for TWICE is fraudulent.

1and1 proves at every opportunity that you are incapable of even the most basic customer service, and I will continue to advertise it publicly until someone resolves your mistakes.


Brian Gothard

1and1 Incompetence, Part 8

My continuing battle with 1and1’s fraudulent activities…

After creating all of those posts yesterday, I sent a notice to all of those 1and1 email addresses inviting them to visit this blog and read all about it.  It appears that struck a nerve with at least one 1and1 employee.  Here is what I received today:

Dear Brian Gothard, (Cust: XXXXXXXX)

Thank you for contacting us.

The balance that was released to collections was for the January invoice and not for the invoice that was refunded.

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

Brett Neally
Billing Department
1&1 Internet Inc.

Of course, since he was responding to an email I sent that said exactly that, I replied:

Yeah, that’s what I SAID!

The January invoice IS FRAUD!


His response:

Dear Brian Gothard, (Cust: XXXXXXXX)

Thank you for contacting us.

I’ve looked extensively through your case history and this is what we are willing to do. You previously sent an email with a PDF attachment for domains you wanted to cancel. Please reply back to this email with that list as plain text. We will then forward a case to have those domains removed from your account. We will then pull the balance from NCO financial and wipe it from our systems. I apologize for any inconvenience this has caused and we will work to try to resolve this issue.

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

Brett Neally
Billing Department
1&1 Internet Inc.

And my retort:

This is the 17th time I have submitted this exact same list.  By fax, by email, as an attachment, with and without signatures, to David Rubel, Damien Son, John Keefer, Complaints, Support, Billing, the BBB, the FTC, and whoever else I could find.  It is even posted several times at http://RippedOffConsumers.org.

But I will jump through yet another hoop.

And by the way, the way you phrased your response offends me.  I should hope you would be willing to correct your own errors.  I did not create this problem, 1and1 did, by screwing up the transfer for over a month in the first place and not granting me the ability to cancel these domains until almost a month later, then refusing to fix it in a reasonable time frame.  As you see below, I have been trying to get this fixed since January 10.  Your fellow employees have lied to me and given me the runaround for 2 1/2 months.  So thank you for being willing to do what should have been done in January.  I hope you mean it.

Then I pasted the January 10 email that I sent trying to fix this that included exactly the text list he is now requesting.  Remember, I have sent that same list over twenty times, in half a dozen formats.  Damion Son even made me print, sign, and fax it several weeks ago.  But now they need ANOTHER copy of it, even after he “looked extensively through your case history”.

I am not slamming Mr. Neally, yet.  He seems to genuinely want to make me go away.  I don’t get the impression he is actually sorry it happened, or even surprised, just that he wants me to shut up and go away.

And finally, at 2:18 PM CST today, I received this:

Dear Brian Gothard, (Cust: XXXXXXXX)

Thank you for contacting us.

Thank you for replying with this information. A case has been escalated to remove the account and balance from NCO financial. Please allow a few business days for this balance to be removed. I apologize it has take so long to resolve this issue.

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

Brett Neally
Billing Department
1&1 Internet Inc.

Now, that appears promising.  It is ironic that as I was reading this email message my phone rang.  Caller ID said NCO Financial.  I let the machine get it.

Mr. Neally has made promises that I only half expect to happen, just based on history.  I will have to wait and see.

But, as of right now:

1) My account is still locked, denying me access to the 235 domains I still have registered there that were never in question. (I now make sure to move them to a competent registrar before they expire.)

His message does not address when my account will once again be made available to me.

2) The January invoice has still not been credited, revised, or removed.  It still shows as “Payment declined”.

When I faxed the signed invoice corrections at Damion Son’s request the credit was issued within hours.  I will let you know.

3) There is still a Late Fee of $18.95 showing on my account.

Although every email message I get has some form of apology in it, I do not feel apologized to, if you know what I mean.  I feel more like they are apologizing for getting caught than out of any real concern for the hours I have spent trying to get them to correct their own errors.  Please excuse my language, but I do not feel like anyone at 1and1 gives a damn about me or the problems they have caused.

I understand that companies make mistakes.  It cannot be helped.  But when they first of all refuse to acknowledge the error, then try to blame it on the customer, then continue to antagonize that customer at every turn, that company does not deserve to be in business.

1and1 is just not reliable, ethical, or competent.

1and1 Incompetence, Part 2

Remember from my last post that 1and1 personnel admitted at 12:47 PM on January 8, that the domains still had not been transferred?

Well, I received an invoice on January 8 for all of the domains that had expired during the time 1and1 was unable to provide me access to the domains.  In other words, I had no way of canceling the ones I did not want.  I had the list from Seller of what he said was in the contract, but I had not yet been able to verify anything because 1and1 still had the domains lost in their system somewhere, unable to complete the transfer.

So, the domains showed up in my account January 8, right?  WRONG!  When I received the invoice, I was understandably upset.  I sent the following message:

From: Brian Gothard
Sent: Thursday, January 08, 2009 10:39 PM
To: ‘1&1 Internet Inc.’; ‘support@1and1.com’; ‘transfer@1and1.com’; ‘redemption@1and1.com’
Subject: RE: Your invoice #XXXXXXXXX of 01/08/2009
Importance: High

Two things:

1)  I do not intend to renew some of these domains, so DO NOT automatically charge my account.  I have not authorized any automatic charges with regards to these domains, and do not intend to.  This is your official notice.

I will renew the domains I want to keep on an individual basis, manually.
You ARE NOT authorized to charge me for these domains.

2)  You have sent an invoice, but the domains are not accessible under my Control Panel, so I still have no control over them.  I find it interesting that the invoice is dated yesterday, but the domains are still not under my account.

It has taken over a month to complete the transfer, and I still cannot access the domains.  I am absolutely unimpressed with 1and1.

I will repeat that you are not authorized to automatically charge me for ANYTHING.  I intend to transfer the domains I want away from 1and1 as quickly as possible based on your atrocious customer service, and others I will allow to expire.

Of course, you will have to GIVE ME ACCESS TO THE DOMAINS before I can do ANYTHING!

Not very diplomatic, I agree, but I think it makes a point, and obviously points out that I have no ability to access the domains.

To further prove their incompetence, here is the reply I received:

From: billing@1and1.com [mailto:billing@1and1.com]
Sent: Friday, January 09, 2009 8:30 AM
To: Brian Gothard
Subject: CXXXXXXXXX – 1&1 Internet Inc. Billing RE: Your invoice #XXXXXXXXX of 01/08/2009

Dear Brian Gothard, (Cust:XXXXXXXX)

Thank you for contacting us.

All domains automatically renew per the terms and conditions you agreed to.

If you wish to cancel your domains please visit https://cancel.1and1.com and use your Customer ID and password to login.

At the end of the process you will need to activate your request. In order to do so, you will receive an e-mail message with a special link which you will need to click to complete the process.

If you do not receive the e-mail with the confirmation link e-mail within a few hours of completing the cancellation, please notify us ASAP.

Please note that if you do not receive this e-mail and click on the link within (7) seven days of the request, your cancellation request will not complete and your services will remain active.

Any refund will be based on our refund policy per the terms and conditions of your account and will be processed within 14 days of your cancellation requests effective date.

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

David Rubel
Billing Department
1&1 Internet Inc.

Notice this is from David Rubel, Billing Manager.  Does it appear he even attempted to read the email?  Not to me.  He blames me for not canceling the domains according to their terms and conditions, and gives me directions for using a system that still does not have my domains in it!  Is this incompetence, apathy, or purposeful dishonesty?

On January 10, in an attempt to proactively fix this problem, I sent a message to all of the 1and1 email addresses that I had a complete explanation of the situation and two lists:  one list of the domains I wanted to keep from their invoice, and one list of the domains I did not want.  There were 21 domains on the invoice.  I wanted to keep four and drop the rest.  I also pointed out that I STILL did not have any access to the domains in my account.

I received no reply at all, so on the afternoon of January 12, I sent it all again, with an additional request for information.  I also canceled the PayPal agreement that would allow them to automatically charge me for the invoice.

The next message I received from 1and1 was January 13.  It was a notification that their attempt to debit my PayPal account had failed.  Of course it did.  They were trying to charge me for a fraudulent invoice that they had not yet fixed.

I forwarded that message back to all the 1and1 addresses with another explanation of the situation and request for correction.  I also pointed out that I STILL did not have access to the domains in my account.

Next post, I actually tried to call.  Read on.