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.


Sincerely
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.


Sincerely
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:

No.

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.

4gclick.com
broadcastyoursite.com
businesspressroom.com
obamalies.org
christiannewsreleases.com
christianpressreleases.com
churchnewsrelease.com
churchpressreleases.com
lifesavingjobs.com
myformattedresume.com
myprbuddy.com
myreputationgenie.com
petdailynews.com
prnewsagency.com
prnewssource.com
publicitygenie.com
reputationgenie.com
restaurantmojo.com
resumecircle.com
zipmojo.com

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


Sincerely
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.

Continued…

1and1 Incompetence, Part 11

Just received this:

Dear Brian Gothard, (Cust: XXXXXXXXX)

Thank you for contacting us.

The invoice in question #356714991 was for domains that were renewed in March and later. The previous issue that had complicated your ability to submit cancellation request was resolve well in advance of these renewal dates. As such nothing would have prevented you turning off the renewal for the domains in question. You will need to resolve this balance in full in order to prevent billing issues. This matter and the previous issue you had are separate matters entirely.

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


Sincerely
Brett Neally
Billing Department
1&1 Internet Inc.

OK, so after faxing signed documentation, then submitting list after list, now I am supposed to cancel the domains AGAIN?

What part of CANCEL THE DOMAINS do these people not understand?

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.


Sincerely
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!

FIX IT!

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.


Sincerely
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.


Sincerely
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.