Complaints About 1and1 / 1&1 Internet and IONOS

Complaint Date: 6th June 2020

Author: Dave Ripley

So my issues with 1and1 or IONOS as they prefer to be called these days, started on June 3rd 2020 when I decided to downgrade my VPS package. I had decided that the package I had was no longer suitable and I required a VPS with less space and a cheaper price and I saw that the Virtual Server Cloud M was perfect for my needs. I had a number of domains purchased through 1and1 which were attached to the original contract that I required to be moved over so I got in touch and paid the last invoice for the old contract so my balance was clear and I could continue with the new contract. I spoke to a live chat rep named Mark Craxford who said he would transfer the domains over from the old contract to the new one and it all went smoothly right? Wrong!!! Keep reading...

On 5th June 2020 I saw that all my domains had been successfully transferred over and I disabled a number of the auto renewal on four of them as for some reason the system had reactivated the auto renewal which in my view is an underhanded business tactic! I thought everything was going great until the 6th June 2020 I wake up to discover there is £49.20 missing from my bank account and has gone into the 'Pending Transaction' list and guess what? Oh yes, it was under the name of 1and1 Internet! So I get in touch with them only to find out and I quote below part of the email from Mark Craxford...

"We must hold valid payment details to set up the auto renewal on the domains, ready for their next renewal date. The £49.20 was a test purchase against the details we hold to ensure they are still valid and would work for the future renewals. The payment was only a test and does not actually leave your bank account."

Now bare in mind I was NEVER informed of this prior and certainly would NOT have authorised this transaction! 1and1/IONOS are shady and their business practices are an utter disgrace! I fully intend to take this further and I would say this to anyone who has had a similar experience with them, don't let them get away with it! They need to be taught a lesson and they need to know that these kind of business practices are unlawful and unacceptable!

Date: 08/06/2020

So I wake up today (Monday 8th June 2020) to a phone call from a guy called Jacob Harris from 1and1 about my serious complaint regarding them taking taking what he referred to as a "phantom" payment and just like the many horror stories we've all read about this company he used nothing but excuses and even at one point tried to make out I had clicked to order the 10 domains I already owned and had paid for! Further to this he took it upon himself to see if he could dig up any dirt on me by going through my new VPS server files and looking at the sites I'd put up thus far onto that server and used two of them against me in order to cancel off my new contract stating that I was hosting fraudulent content with absolutely no proof or evidence to show I was hosting illegal or fraudulent content - which of course I wasn't.

This method of dirty underhanded tactic is exactly what I'm talking about and has become typical of tis particular company because if they know they are in the wrong, in this case requesting money from my card which I didn't authorise, they will look for anything to use against the customer to get away with it and he informed me that 1and1 aren't liable in other words they've done nothing wrong but he pretty much all but accused me of clicking a order button to authorise that transaction - please note that I didn't say he DID accuse me but his tone of voice and the way he phrased it sounded like he was.

So there we have it, another one that they seemed to have got away with OR have they? No I fully intend on making sure the bank knows that the transaction wasn't authorised and is fraudulent.

DO NOT GO NEAR THEM WITH A BARGE POLE! THEY USE DIRTY UNDERHANDED TACTICS TO GET AWAY WITH TAKING MONEY THAT DOESN'T BELONG TO THEM! IF YOU ARE WITH THEM NOW I'D SAY END YOUR CONTRACT IF YOU CAN AND MOVE YOUR DOMAINS AWAY FROM THEM AS SOON AS POSSIBLE BEFORE YOU TOO GET HIT WITH A "PHANTOM" TRANSACTION ON YOUR CARD.

Anyone who would like to submit their complaint(s) please email me at: namecheap80@gmail.com