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

OPEN LETTER TO ANYONE AT 1AND1 WITH COMMON SENSE

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

http://RippedOffConsumers.org

—–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.

Sincerely,

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:

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 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.

http://rippedoffconsumers.org/1and1-complaints/1and1-incompetence-part-10/

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.

Sincerely,

Brian Gothard


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!

1and1 Incompetence, Part 5

Continuing proof that 1and1 is incompetent, dishonest, and cares nothing about their customers.

Just a quick recap.  A transfer of 270+ domains was requested on December 8.  1and1 was unable to complete the tranfer until January 15.  During this period, the domains were inaccessible in my account.  1and1 is attempting to charge me for 17 domains that expired between December 15 and January 3; domains I had no ability to cancel and did not want.  They have locked my account, denying me access to over 150 domains that are fully paid and not in question.

I have issued complaints with the Better Business Bureau and Federal Trade Commission.

1and1 has thus far ignored every request to fix this issue and they keep blaming me for their internal system failures.

That’s where this site comes in.  Since 1and1 continues to ignore my complaints, I decided to tell my story here in hopes that I can warn someone else before they subject themselves to 1and1’s atrocious customer service.

Here is what I sent to David Rubel, Billing Manager, and everyone else at 1and1:

From: 1and1 Complaints [1and1complaints@rippedoffconsumers.org]
Sent: Sunday, March 01, 2009 3:34 AM
To: ‘David.Rubel@1and1.com’
Cc: ‘billing@1and1.com’;
‘marketing@1and1.com’; ‘redemption@1and1.com’; ‘complaints@1and1.com’;
‘sales@1and1.com’; ‘support@1and1.com’
Subject: FW: CXXXXXXXXX Re: FW: ATTN: David Rubel FW: KXXXXXXXXX Reminder

Hi, David.

I’m sending this to every address I can find at 1and1 because I’m not sure you are getting my messages, and I really want to make sure you get this one.  At least you choose not to respond to them.

Maybe you’ve just been busy.  I guess with all of the BBB and FTC complaints you have to deal with it must get pretty hectic around there.  I saw in my research that you do get a huge number of those.  Sorry I had to initiate my own, but your customer service really stinks.

You still have not corrected my invoice so I can pay you, even though I have submitted proof on a dozen occasions that I had no ability to cancel the domains due to 1and1’s internal technical problems.

Just in case you have forgotten the details (although after a dozen reiterations I don’t see how), here are the pertinent details:

The contract transfer was requested on December 8, 2008.

On December 10, 2008, Employee Name Removed acknowledged the request and promised a 24 hour completion.  (I sent you the email.)

December 18, 2008, Employee Name Removed acknowledges that they are still having trouble transferring the contract.  (I sent you the email.)

December 22, 2008, Employee Name Removed acknowledges that they are still having trouble transferring the contract.  (I sent you the email.)

January 7, 2009, YOU, David Rubel, admitted the problem, and promised Mr. Seller it would be completed that day.

The domains were not placed into my account until January 15, 2009.  That was the first time since December 10 that anyone outside of 1and1 had any control whatsoever over the domains.  I could not cancel what I could not access.

Every one of the domains in question expired between December 20, 2008, and January 3, 2009.

I had no ability to cancel them.

My account is locked, so I can’t change my DNS entries, therefore I cannot redirect any of my 240+ domains to the websites I am building to generate revenue.  That includes all of the domains that have not expired.  You are denying me access to domains I own that have nothing to do with this invoice dispute.  You are now costing me money.

The good news is that in the same bulk domain purchase I picked up another great domain, and I have been working to get it online.  Luckily, it is registered with a competent registrar, so I have not been denied access to it for even one day, much less the six weeks you cost me trying to transfer the contract, and now two more weeks because you can’t remember to fix my invoice.  You can visit it at http://RippedOffConsumers.org.  I really think it’s going to be very popular once I get some good content posted.

Listen, I know you are very busy, but I think you should be able to spare a few minutes to correct my invoice so that I can pay it and we can move on.

I look forward to hearing back from you at your earliest convenience.

Sincerely,
Brian Gothard
http://RippedOffConsumers.org

David Rubel never replied.  I didn’t hear a word for five days, when I received this:

From: complaints@1and1.com
Sent: Friday, March 06, 2009 10:33 AM
To: Brian Gothard
Subject: C122680964

Dear Brian Gothard, (Customer ID: XXXXXXXXX)

Thank you for contacting us.

I apologize for the delay of response.  We have further review the account with our billing department regarding this matter.

Please provide us a list of the domain names that you wish to have canceled and refunded.  I apologize for the frustration this may have caused you.

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


Sincerely,
Damion Son
Customer Service
1&1 Internet

Hmmm, Damion Son is the name David Rubel claimed was the “upper management” person looking into the original transfer problem.  He is the one who was supposed to fix this originally.  Considering that I have sent that list over a dozen times already, his apologies are not helping much.

But, I sent them again.  With the whole story included.

Next post – Damion’s response

1and1 Incompetence, Part 4

Continuing proof that 1and1 is incompetent, dishonest, and cares nothing about their customers.

Where were we?  Oh yeah, my account is now locked because I refuse to pay a fraudulent invoice.  1and1 is trying to charge me for domains I had no ability to cancel because they were incapable of transferring the contract for over a month.

David Rubel, the Billing Manager, is pretending all of this is my fault and ignoring my messages, even after I have submitted proof on multiple occasions.

So, on February 16, I issued a complaint with the Federal Trade Commission regarding their dishonest business practices.  I sent the reference number to David Rubel, along with another outline of the entire situation.

Here is his reply:

From: billing@1and1.com
Sent: Tuesday, February 17, 2009 12:21 PM
To: Brian Gothard
Subject: CXXXXXXXXX – 1&1 Internet Inc. Billing Re: ATTN: David Rubel
FW: KXXXXXXXXX Reminder

Dear Brian Gothard, (Cust: XXXXXXXXX)
Thank you for contacting us.

Please provide me with an incorrectly charged domain, as my records now show the contact with the domains are on this account and they were correctly invoiced.

Unfortunately the rest of your email are features we just do not offer at this time, except for the cancellation of domains as at any time you can go to can go to cancel.1and1.com to cancel a domain.

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


Sincerely
David Rubel
Billing Department
1&1 Internet Inc.

Can you believe this?  His records show the domains were correctly invoiced?  Again, I question whether he is that incompetent, or intentionally stonewalling me.  I cannot believe anyone is this stupid.  I have sent him emails every three or four days for several weeks with a complete explanation, and spoken with him on the phone!

So, I once again sent him the list he requested, and the entire history, with full documentation.

I sent it again on February 18.

And again on February 24.  This time I added every 1and1 email address I had been able to acquire.

On February 25, I received instructions from complaints@1and1.com on how to cancel domains.  It did not address any of the real problems, just blamed me once again for not knowing how to cancel domains.

That was the day I submitted my complaint to the Better Business Bureau.  1and1 has an “F” rating, the worst you can get.  They have hundreds of complaints, proving that 1and1 does not care about their customers.

I sent the reference number to everyone at 1and1. No one cared enough to respond.

On February 27, I sent another request that they fix my invoice so I could pay it.  Never received a response.

Not being one to just sit down and shut up, I still refuse to just pay the incorrect invoice.  1and1 created this situation, and I intend to make them fix it.

Next post: RippedOffConsumers.org is born!