1and1 Incompetence, Victory?

I am very sorry I have not updated in awhile. To be brutally frank, I was almost afraid to write this post, as if it would jinx my good fortune.

You see, after all of my months of complaining and screaming and demanding, I finally got results! David Rubel admitted all of the errors and apologized for all of my troubles. He was very conciliatory, even offering some substantial monetary concessions to make up for all of the aggravation they caused me. 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, 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:

Brian,

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.

Joy

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.


Sincerely,
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!

1and1 Incompetence, Part 10

The saga of 1nd1’s incompetence continues unabated.

I was actually excited yesterday to find that my account had been unlocked, allowing me access for the first time in several weeks to my DNS settings.

I should be more careful about those optimistic tendencies when it comes to 1and1.

Today I received my latest  invoice.  Not only are they charging me for domains that I canceled and I have all of the confirmations proving it, but they added all of the domains I have been complaining about for four months now.

That means there are TWO invoices in my account for the exact same identical fraudulent charges.  Not only have they not fixed the one I have submitted complaints about over twenty times, but they have now created a brand new fraudulent invoice with the same domains!

Just how many times does a customer have to complain and submit iron clad proof of their mistakes to get someone at 1and1 to actually fix a problem?

I cannot answer that question.  I have sent them lists, signed faxes, corrected invoices, complaints and I am posting it here for the world to see, and they still cannot get their act together.

Just how much incompetence can one company exhibit?

If I were anyone in management at 1and1, I would be absolutely embarassed that a situation this cut and dried could go on this long, and generate this much negative publicity.

1and1 is incompetent.

1and1 is dishonest.

1and1 is the worst company I have ever dealt with.

I challenge anyone at 1and1 to answer my claims that they are completely incompetent.

I have to go now and generate ANOTHER correction request for this latest invoice, but when i get that done, I am going to post about even more problems with their cancellation system.  They will deny transfers to another registrar even on domains that you cancel!  Then they still bill you for them!