Complaintsfor1&1 Mail & Media, Incorporated

• Initial Complaint

  05/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I want to upgrade to premium services, but my account is locked. Called customer service and was told to make another email account, they could do nothing. They said I had outstanding invoices, but I can see they've billed me the past 3 years. I can't see any outstanding invoice and customer service couldn't tell me anything. I'd like my email address unlocked.

  

  Business response

  05/22/2023

  Dear *************************,
  
  We sincerely apologize for the issue that you have encountered. As per record, one of our representatives already reached out to you and the issue with regard to upgrading your account is now resolved. Let us know otherwise and if there are other issues that we can assist you further.
  
  Thanks,
  *****************************
  mail.com Premium Support
  1&1 Mail & Media, Inc.
  

• Initial Complaint

  05/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I call mail.com as a premium member. I wanted to find out how to remove a Code protector app from my phone. The customer service rep stated he was a supervisor and the way to remove it was to remove the app from phone. I did and the code still came up. His only suggestion was to send this info to an email that different from online email. I contacted the Police, and I was using the library which stated that they can't give their IP address. They stated that they are trying to hack my account. 1&1 Mail & Media Inc. 100 North 18th Street Suite 400 Philadelphia, PA 19103. This is the address they gave me, and this is the personal info they asked me for. Registration Name: Registration Date: Phone number set as a recovery option: Alternative email address set as a recovery option: Physical Address: IP Address: Date of Birth: Copy of Valid ID: Customer folders created by the customer: Alias Addresses: Last Successful Login: We need such information for security purposes. Rest assured that the information above will be used for security purposes only. Your cooperation on this matter is greatly appreciated. Should you have any further questions, please do not hesitate to contact me. Sincerely Your mail.com Premium Support Our phone support is available exclusively to Premium customers. Please have your customer number ready when calling: For US Premium customers: + 1-855-269-2217 (free of charge within the US). Daily from 10 AM until 7 PM EST. For Premium customers from other countries: + 1-610-560-1452 (fees depend on your country and the conditions of your provider). Daily from 10 AM until 7 PM EST.

  

  Business response

  05/17/2023

  Dear *************************,
  
  We sincerely apologize for the issue that you have encountered. One of our representatives contacted you over the phone because we need to verify some information before we can proceed with the resolution of your concern. As the call was unanswered, we also sent you an email and we are waiting for a response from your end. Please let us know when is the best time to call you and if your phone number on file is updated.
  
  Thanks,
  *****************************
  mail.com Premium Support
  1&1 Mail & Media, Inc.
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  mail.com solicited us  to open an email account through their company approximately six months ago. The email address is [email protected] We had this specific contact email printed on business cards, direct mail cards and stationery. Many of our customers only had this email address as a means of contacting us. On March 10th we found out that our account was locked without reason and despite numerous attempts at having this resolved, mail.com refuses to unlock the account or give us any explanation as to what happened.

  

  Business response

  03/29/2023

  Dear ***********************,
  
  We sincerely apologize for the issues that you have encountered.
  
  You should now be able to access your account. The account in general doesn't look good based on the name and address used. Upon checking our records, there is another account connected to your account ********************* which has this name on it - ******************************. Why do you need a different name? Is it possible for you to provide us with a photo of your printed cards? 
  
  We hope that we were able to provide you with the resolution that you need. We would also appreciate if you could get back to us with the answer to our clarifications. And please let us know if there is something else we can assist you with. 
  
  Thanks,
  *****************************
  mail.com Premium Support
  1&1 Mail & Media, Inc.
  

  Customer response

  03/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  We have two specific accounts because they are specifically set up for two different types of consulting services.  If there are any questions, please contact us directly.  
  

  Regards,
  
  ****** **********

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mail.com blocked my account after being hacked and would not let back in instead they said the account needed to be blocked because the person who hacked me added two step authentication and they couldn't help me. This has caused me undue hardship because my investment account was under this email and I can no longer get in too my investment account. Which was hacked also. Any help would be appreciated.

  

  Business response

  03/16/2023

  Dear *************************,
  
  We sincerely apologize for the issues that you have encountered.
  
  We are sorry to inform you that we cannot restore your hacked account. The hacker activated two-factor authentication (2FA) and taking into consideration that you do not have knowledge on all the information pertaining to the "hacked" account -  we can not verify the account 100%.  Consequently, we would not be able to deactivate 2FA. 
  
  It is also worth noting that upon checking our records, you have accepted the blocking of the account so it can not be accessed by anyone. 
  
  Once more, we apologize for any inconvenience that has been caused here.
  
  Thanks,
  *****************************
  mail.com Premium Support
  1&1 Mail & Media, Inc.

  Customer response

  03/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Store Purchase 1 AND 1 MAIL AND MEDIA INC Date 02/09/2023 Amount -$9.99 Transaction ID ********** Account *****'s Subaccount Status On Hold They unlawfully charged my **** Serve Credit Card and I never signed up for their service. Have been trying to reach someone on the phone for over an hour and no one ever answers the phone. 1&1 Mail & Media, Incorporated address: 701 Lee Road Ste 300, Chesterbrook, PA 19087-5612 phone number: ###-###-####

  

  Business response

  02/14/2023

  Dear *************************,
  
  We sincerely apologize for the issues that you have encountered. One of our senior Technical Support tried reaching out to you yesterday via phone so we can assist you further with your case. We did not get an answer from your end. Can you let us know when is the best time to call you? Please also confirm the telephone number for us to reach you successfully. We would be more than happy to assist you with your request.
  
  Once more, we apologize for any inconvenience that has been caused here.
  
  Thanks,
  *****************************
  mail.com Premium Support
  1&1 Mail & Media, Inc.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I sent the following query on a contact form that I hoped would reach appropriate personnel with my concern: When I log on to ************ on my *** desktop computer, I am able to do so as usual. However, since last week I have had to put the *** in ****** to log in that way because of the blue background and the blue menu options do not allow for me to log-in the way I am accustomed. Might I have been "phished"? How do I change the ************ home page? It usually has on it various stories I can log on to as well as offer me the option of choosing other features.The response I received: Hello *****************,you contacted our service via the mail security form on the postmaster homepage. Please note that this form is for security and abuse requests regarding mail traffic only. For individual customer support please contact our support via:********************************************* Many thanks, Kind regards ******** Mail Security **************************************** This message did not help me. I do not have a premium account so I cannot telephone the company and even if I were a premium customer, I cannot use my phone while I am on the clock.

  

  Business response

  02/16/2023

  Dear *****************,
  
  We sincerely apologize for the issues that you have encountered.
  
  Upon checking on our records, there were tickets created for your case and it was escalated to one of our Support Managers whom you already have email correspondences with. On that note, let us know if there is something else we can assist you with.
  
  Thanks,
  *****************************
  ******** Premium Support
  1&1 Mail & Media, Inc.
  
  

  Customer response

  03/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am Vice President of a public speaking club that is part of *************************** The other club officers and myself use a free email account with mail.com to send out club information to our members and communicate with guests and members of other clubs in the area. We have important documents and contact information saved to the email profile that we use at least once a week. We have been using this email account for over 5 years with no issue but within the last 48 hours, mail.com blocked access to the account citing "irregular activity"I submitted a ticket requesting it be unblocked and mail.com's response was:"the account in question must remain blocked. We understand that you may not be directly responsible for the activity that caused your account to be blocked, and apologize for the frustration and inconvenience this has caused. However, because the decision to permanently block an account is based on serious security concerns, it is not possible to reverse it or to provide detailed information about the impermissible activity in question." I have attached a copy of my original ticket submission and this response from mail.com This is an unacceptable response and provides zero explanation for what happened or any kind of assistance. The account is used by the other officers in the club so the only potential "issue" i can think of is that it showed multiple logins from different locations in the same day. I had sent an email early Sunday morning February 5th and the account was fine. As of February 6th, it was blocked. The free account users aren't able to call customer service so I can only communicate with them through a "ticket" submission. I sent a new ticket this morning demanding they unblock the account and stated that I was reporting them to the BBB. Any help you can provide is greatly appreciated.

  

  Business response

  02/14/2023

  Dear ***************************,
  
  We sincerely apologize for the inconvenience that this issue has caused you. 
  
  Upon checking on our records, on of our support representatives already handled your query couple of days ago. Your account was already unlocked as well so you should be able to access it without issues. Let us know if there is something else that we can assist you further.
  
  Once again, we sincerely apologize for the incident.
  
  Thanks,
  *****************************
  mail.com Premium Support
  1&1 Mail & Media,  Inc.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1&1 Mail & Media has blocked my email for inactivity as I didn't log in for 6 months during the pandemic and now, against its own policy and terms of conditions still refuses to unfreeze the handle of the email so I can create a new email address with the very same handle which is a right that anyone has according to the company terms and conditions. They refuse to let me know why they will not release the handle so I can create a new email with the same handle because there is no legal valid legitimate reason to do so, it's an abuse of power. I know I will not be able to recover any data nor any old emails, nothing, and I am perfectly aware of the fact that that account is or should be wiped out by now. All I need to do is create a new email with the same handle but the company is illegally preventing me to do so in violation of their own terms and conditions and without any explanations. When I try to create a new email address with the same handle the systems still say that the handle is been already taken (by me, years ago) but at the same time, the system will not let me log in the email with my credentials and it gives me a specific error that is again, related to the fact that the email was deactivated due to lack of log in for 6 months. The company has tried to distract me and blow me away by lying and by falsifying every single possible fact and they are trying to convince me that I cannot recover my account because they cannot verify my identity which is again, another huge lie since the account has been already fully deactivated and deleted -according to them- so it's been already fully wiped out and no data can be recovered so they are not even supposed to look at any data as of right now, but they are, in fact, they accused me of being of fraud and they accused of having used a fake birthday on the account. According to who? According to what investigation? Compared to what other data? And how do they look at any data at all if the account is deleted?

  

  Business response

  11/25/2022

  Dear *******************,
  
  Our sincere apologies that we cannot help you further on this case. The account was created in 2020 with name and last name ** **. The birthdate registered is fraudulent and there was no recovery option added on the account. Additionally authentication information (IP) no longer exists on the account. On the basis of the foregoing, there is no way to verify you as the owner of the account and for security purposes we cannot move the alias or request from IT to have the account deleted so you can re-register it.
   
  Furthermore, we do not guarantee an address becoming available after it has become inactive/deleted however the process all in all might take between 2-3 years (from deactivation which happened April 2021 till its eventual complete deletion from our databases). 
  

  
  Thanks,
  Marie N*************
  mail.com Premium Support
  1&1 Mail & Media, Inc.

  

  Business response

  12/18/2022

  Dear *******************,
  
  As much as we wanted to assist you on this matter, there is nothing we can do to reinstate your account. As stipulated in our Terms and Conditions, the company has the discretion to terminate or suspend your account after six months of inactivity. Specifically it states the following provision:
  
    2.4. If your account is not a Premium Services email account, you are required to log in to your account periodically, but no less than once every six months, in order to maintain the account. You agree that in the event mail.com determines, in its sole discretion, that you have not logged in to your account for more than six months, mail.com may, without any liability to you, and in addition to any other remedies, terminate or suspend your account and erase any materials associated therewith from mail.coms Equipment without notice to you. *********************************************
  
  We sincerely apologize for what happened.
  
  Thanks,
  Marie N*************
  mail.com Premium Support
  1&1 Mail & Media, Inc.

  Customer response

  12/19/2022

  Complaint: ********
  
  I am rejecting this response because:

  MY complaint has absolutely nothing to do with "reinstating" any account whatsoever. I kept saying it and I will repeat it here because it seems necessary. I did NOT ask to reinstate ANY account. I did NOT ask to recover ANY account. The company perfectly knows that all I have asked is to UNFREEZE the email handle since the email account it's been already permanently wiped out and deleted and it does NOT exists anymore. Ionos keeps on wanting to distract the BBB with the "impossibility" to recover the account when no one asked for it and everyone knows it. Ionos is hoping the BBB and no one will notice how they are trying to distract everyone from the real issue. According to their own terms and conditions:
  "If your account is suspended by mail.com for any reason whatsoever, your e-mail address may or may not be retained by mail.com in its sole discretion. After any such retention period, your e-mail address may be released and made available to another customer." 
  The problem is that Ionos not only does NOT want to release the email handle, they also refuse to be specific about the retention period. The retention period is not mandatory number 1, number 2, it's been almost 2 years now BUT they still do not want to release the email handle to ANYONE for that matter, and they want to keep secret for how long the retention will last, they want to lie about the whole thing, falsely pretending to do the interest of someone out there they cannot even identify according to their own lies, I am the one who created that email address but they want to lie about it AND say they cannot know for sure, so according to their lies, they need to prevent ANY stranger from creating a brand new email address with the same handle of a permanently deleted and wiped out email address since 2021. NOTHING can happen if someone creates a brand new email address with the same handle, that is SUPPOSED TO HAPPEN ACCORDING TO THEIR OWN TERMS, they just dont want ME to re-create the same email address because they believe I will not an every day user given the past since I failed to long in at least once in 6 months and they dont want customers like me, simple as that. I am not profitable enough for them. They rather keep the handle frozen indefinitely for someone better than me out there. I will sue, it seems the only way this company will face real consequences for their wrongdoing.
  
  Regards,
  
  *******************

• Initial Complaint

  10/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear, my account ************@*****.com was hacked, they removed the security information and enabled 2-factor authentication with a security key that I don't have. I imagine you can see that I have the phone number ************** associated with my account security information. I can't lose my account for an invasion that wasn't my fault. I can no longer access my personal and work emails, and I really need help. If I need to pay for premium support, no problem, I will! I just need help, as my account was hacked and my security info replaced, they even enabled 2FA without authorization and I don't have any secret keys as I didn't do this! Help me please.

  

  Business response

  11/02/2022

  Dear ***************************** ******,
  
  We sincerely apologize for the inconvenience that this issue has caused you. 
  
  Upon checking on our records, on of our support representatives already sent an answer to your query. Let us know if there is something else that we can assist you further.
  
  Once again, we sincerely apologize for the incident that you have encountered.
  
  Thanks,
  Marie N*********
  mail.com Premium Support
  1&1 Mail & Media, Inc.
  

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my other opened an LLC the beginning of this physical year. We also bought the domain ********.com in hopes to start a retail store in NY on a online e-commerce store. Needless to say, I created a business email which was a free email until we have our online store website and email created. So I used this email for my NY state contact email and vendor email when we receive our NYS vapor, tobacco and CBD license to sale retail. We are hoping to move towards cannabis next year when NY release the requirements as it’s legal here. Needless to say we were suppose to open our store front in June and our location fell through. So we have not went in business yet as I own another company and been a proud member of the bbb for a long time. Anyway we found a location and we are now opening up on the 22 of this month. So I went to retrieve my vendor slip and I had a few NY licensed farms send me emails to setup meeting to walk with them and buy products for my shelves but when I tried to log on I received a security message stating I was blocked from my email. I wrote an email stressing the need to access this (4) emails in total and talked too 3 reps. The basically said I was not a paid account so they can’t help me. I was hung up on, last one declined me a supervisor and warned repeatedly I just want access to my vendors and I was going to follow the steps I am now taking. Their last email stated I Violated their terms meaning because of my legal NY Weed 4 You LLC name. I ask for immediate resolve, access to my emails, vendors and NYS documents linked to my LLC and business I physically open in two weeks. I also ask for investigation of legitimacy and switch / bait company on upsell to get resolve through this business. I also ask the last rep I converse with that accessed my account have disciplinary actions for declining me a supervisor or a higher team member in position. 4 emails , 3 calls, discrimination and violation of business ethics

  

  Business response

  10/13/2022

  Dear *************************,
  
  We sincerely apologize for the inconvenience that this issue has caused you. 
  
  Upon checking on our records, you have registered with a company name , and your account has not been accessed since April. As provided in our Terms and Conditions:
  
  Contact information includes your full legal name, postal address, e-mail address and telephone number. If you provide any personal information that is false or inaccurate, not current, or incomplete, or if we suspect that your personal information is false or inaccurate, not current, or incomplete, we may, in our sole discretion, limit or terminate the use of your account.
  
  2.4. If your account is not a Premium Services email account, you are required to log in to your account periodically, but no less than once every six months, in order to maintain the account. You agree that in the event mail.com determines, in its sole discretion, that you have not logged in to your account for more than six months, mail.com may, without any liability to you, and in addition to any other remedies, terminate or suspend your account and erase any materials associated therewith from mail.coms equipment without notice to you.
  
  However, as a courtesy we have already unblocked your account. Please let us know if there is anything else we can help you with. 
  
  Thanks,
  Marie N*************
  mail.com Premium Support
  1&1 Mail & Media, Inc.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩