Complaints

This profile includes complaints for IONOS, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  IONOS, Inc.

  100 N 18th St Ste 400 Philadelphia, PA 19103-2704

  
• 

  IONOS, Inc.

  100 N 18th St Philadelphia, PA 19103-2707

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a temporary webpage for a baby shower, which was advertised with a trial period. My understanding was that Id be charged only for the webpage and domain nameabout $15/monthif I didnt cancel in time.However, without my knowledge, multiple add-ons were added to my account, bringing the total to $271.31/month. Some of these services are duplicates and serve no practical purpose. I never used or requested any of them, and Ive now been told Im locked into paying over $3,000 for services I will never use.When I tried to cancel, the company said there was nothing they could do. Im disputing the charges with my financial institution. While I could understand paying for the domain and hosting if I failed to cancel, the additional $250+ per monthespecially for redundant, useless servicesis outrageous.Avoid this companythey will charge you for things you never signed up for, and their customer service is completely unhelpful.

  

  Business Response

  Date: 08/13/2025

  Dear ****** ***** , 
  Customer satisfaction is our top priority, and on behalf of IONOS, I sincerely apologize that your experience did not meet expectations. We appreciate your feedback, as it helps us improve our products and services. We understand how unexpected charges can be frustrating and would like to clarify the process.
  During the ordering process, all services, costs, and terms are presented prior to purchase and also included in the order and contract confirmations sent immediately after. Our records indicate the services in question were selected together during the initial order.
  To better address your concerns and ensure your privacy is protected, we have sent an email to the address on file with more information, and we also attempted to reach you at the phone number on file and left a message. Our aim is to ensure you only have the services you want and needproviding the best possible experience, building your trust, and fostering a long-term relationship should you choose to work with us again in the future
  We encourage you to review our email and respond directly so we can review your account and work with you to address any concerns. We value your feedback and the opportunity to assist you directly. Alternatively, please feel free to reach out to us directly here within the Executive Solutions team at ********************************************************.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

• Initial Complaint

  Date:08/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for website hosting and domain package and paid for the year. They then charged me a renewal fee a month later after paying for the year. Now 2 months after paying for the year theyre trying to charge me again. I asked to remove these add on services theyre trying to have me stuck for a year and said I cant cancel for a year. Theres no way to cancel online or contact them. Ive been through 3 agents with different stories. Ive blocked them from trying to taking more money out of my account. Their agents are rude and treat you like youre stupid so you blame yourself. Awful, predatory company.

  

  Business Response

  Date: 08/12/2025

  Dear ****** ******, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  Please note that our Terms of Service, provided at the time of order, including in the order and contract confirmation, specify a one-year contract term and billing cycle. Certain services qualify for a 30-day Money Back Guarantee (MBG), which is clearly outlined during purchase.
  
  The Minimum Commitment Term (MCT) helps us remain competitive and allocate resources fairly across all customers. Adhering to these terms is necessary for us to provide services at competitive rates.
  
  We have sent an email to the email address on file for further review to ensure it is investigated thoroughly. We appreciate your understanding and patience as we work to address your concerns.
  
  If you have any further questions or need assistance, please feel free to contact us here within the Executive Solutions team at ****************************** directly. We are committed to supporting our customers and resolving issues as quickly as possible.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

• Initial Complaint

  Date:08/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a payment to our nose and the amount of $86 on August 3rd and it posted on August 4th with a positive transaction on my *********** card from ionos $86 and they still refuse to credit my account for the $86 that I paid even though I sent them a copy of the charge on my card the transaction on my card and I also called *********** my card holder and discussed it with them and they stated did the transaction had went through or it would not be on my credit card and I don't know if it's still swearing up and down that they did not receive the payment

  

  Business Response

  Date: 08/12/2025

  Dear ******** ******** , 
  Customer satisfaction is our top priority, and on behalf of IONOS,I truly understand how frustrating this situation must be for you, and I apologize for any inconvenience caused. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  We have sent an email to the address we have on file to investigate this matter further based on the information youve provided, including the transaction details from your *********** account. Our goal is to identify the cause and resolve this issue as quickly as possible. 
  Alternatively, please feel free to reach out to us here within the Executive Solutions Team at ****************************** directly. 
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:08/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a 12 month term for website hosting. A year later I got an email asking for updated credit card info. Then on Apr 23 2025 I got a bill for ****** saying I renewed my contract another 12 months even though I never agreed to this. This sent this to a collection agency. Any email I got said if I didnt respond the service would be canceled. Implying that I didnt need to log in to not renew the service. They say they sent emails out stating I would be billed if I didn't respond. But these emails never came and only ones saying to login if I wanted to renew which I didnt so I didnt login in and renew. I would just like the amount charged to be dropped from my credit report saying I owe it. And the charge reversed as I never agreed to a renewal and would have logged in and not renewed it as they stated I should have. This charge is fraudulent.

  

  Business Response

  Date: 08/08/2025

  Dear ***** *****, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  Wed like to clarify that, as outlined at the time of order, in your contract confirmation, and in our Terms & Conditions, all of our servicesincluding website hostingare set to automatically renew to help avoid unintended disruptions. This is standard across our industry, and customers are notified in advance through the ******************* in the Control Panel.
  While we understand that you did not intend to renew the service, the renewal proceeded automatically in the absence of a cancellation request, as per our terms. We make every effort to communicate these details ahead of time, including notices advising that a renewal would occur and instructions for how to deactivate auto-renewal at any point via the Control Panel.
  Please note that once an invoice remains unpaid beyond the due date, the balance is forwarded to our collections partner. That said, the collections process is internal and does not impact your credit score in any way.
  Weve sent a separate email to the address on file with further account-specific information and next steps. While we are unable to reverse valid charges based on our policies, were happy to work with you toward a resolution. Please dont hesitate to reach out to us directly through that email if youd like to discuss potential options.
  Thank you again for your feedbackwe truly value the opportunity to address your concerns.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

  Customer Answer

  Date: 08/12/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23711646
  
  I am rejecting this response because:
  This is the email I received from them August 8th saying they would reverse the charges. And take it off my credit report. I am not sure why they have now sent a second response saying otherwise. 

   

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

  
  

  

  Business Response

  Date: 08/13/2025

  Dear ***** *****, 

  We apologize for any confusion regarding your account. After reviewing your case, we can confirm that the issue has been fully resolved, your balance has been cleared, and there is no impact on your credit report. We appreciate your patience and understanding throughout this process.

  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

  Customer Answer

  Date: 08/15/2025

  [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

  Date:08/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I fell for the scam of ionos web hosting. I paid for a domain ********************* Then after having it for 2 weeks I was billed $132 and then my domain was canceled put up for sale and I was told if I want it back to give them $90. I requested a refund and info as to why my domain that I purchased through them was canceled put up for sale and me told to give them $90 or I could not get it back. This is wrong, this company is ran by thieves and interent pirates. It's an on going issue with numerous people. This is not an isolated incident.

  

  Business Response

  Date: 08/11/2025

  Dear ****** *****, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  We want to assure you that we take these matters seriously and would never intentionally mislead or take advantage of our customers. Based on what youve described, it appears there may have been a billing issue that led to the suspension and eventual termination of your domain.
  Please note that when payment is not received within the required timeframe for new services, our systemper standard policyautomatically suspends and then terminates the affected services. In the case of domains, once released, they may become available for public registration again, which unfortunately can lead to loss of ownership. This is why we stress the importance of timely payment and keeping account details up to date.
  All billing and service notifications are sent to the email address on file and appear in the ******************* within your Control Panel. We understand this can be frustrating, especially when it impacts something as valuable as a domain, and we sincerely apologize for the stress this has caused.
  We value transparency and are committed to helping you understand exactly what happened. Weve sent a separate email to the address on file requesting more information so we can look into your specific case and determine whether any resolutionsuch as domain recovery or a refundis possible.
  We truly regret the inconvenience caused and hope youll give us the opportunity to make this right.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:08/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The website and contract was setup on May 29 2025 by an employee. The account was setup under a different monthly charge amount. There has been numerous invoices for different things, which add up to be three times the amount we had budget for. We tried calling and talking to different ones at the company with no results. The charges were not clear! Now we have no need for the website and we have canceled the contract. They say that everything is chargeable for a full year. However the company will not stop charging us with all these invoices every month. All we want is to be released

  

  Business Response

  Date: 08/05/2025

  Dear **** *****, 
  
  Thank you for contacting us.
  
  Firstly, we apologize for any inconvenience you may have experienced and that we were unable to address your concerns prior to escalating to the Better Business Bureau. We appreciate your feedback as the customers' point of view is an important resource, as it helps us focus on the aspects of our products and services that need the most attention.
  
  Wed like to assure you that our trial offers are clearly outlined, including details regarding the automatic transition to a standard contract if the service is not canceled within the trial period. Confirmation emails and reminder notifications are sent to the email address on file and notification center of the control panel to help ensure customers are fully informed before any charges are processed.
  
  That said, we never want any customer to feel misled or locked into a service they dont intend to keep. While our contracts become non-cancellable once the trial period has ended, were more than willing to review your account and explore any options that may be available.
  
  To assist further, weve sent a detailed email to the address associated with your account. Please take a moment to review it and respond at your convenience were here to help and clarify any questions you may have.
  
  Thank you again for sharing your concerns. We remain committed to resolving the matter and rebuilding your confidence in our services.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

• Initial Complaint

  Date:07/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yes I signed up to use this company's service for a monthly subscription in which I was already charged $14.15 on 7/22/25 they have been actively trying to charge my card for an additional $23 talking about the first fee was a reservation fee and not my fees and that's not what was mentioned when I signed up and I have never heard of any sort of reservation fee until I called them today asking why they were trying to charge my card. I spoke with a representative who was very unknowledgeable and very rude by the name of Nycolos. So I proceeded to ask for management and he refused to get me management. He then in turn said he will have the manager call me back but instead he called me back stating the same conflicting information as before. This is a horrible company and they have very poor communication and not very knowledgeble of the information that they are providing and I am not okay with this because they have already taken my money and I haven't even been able to start using their services because of the difficulties of the whole site and horrible customer service. And while all of this confusion is going on they are trying to charge my car additional fees that I didn't authorize.

  

  Business Response

  Date: 07/28/2025

  Dear ******** ******, 
  Thank you for sharing your feedback. Were sorry to hear about your experience and appreciate the opportunity to clarify.
  
  Please note that your concerns were already reviewed and addressed by our team prior to receiving this complaint. To clarify, the initial $14.15 charge was a reservation authorization, which holds the requested service while your order is finalized. The additional $23 is the actual monthly subscription fee for your selected plan. We understand this information may have been missed  during signup, and we apologize for any confusion.
  
  We also take your comments regarding your interaction with our representative seriously. Weve reviewed the matter internally and addressed it with the appropriate teams.
  
  If there is anything still unresolved or if you need further assistance, were happy to help. Please respond directly to the email sent by our team and we are happy to assist you further. 
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

• Initial Complaint

  Date:07/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ionos took my money after telling me they would not provide me service. I got the complete runaround from them, ultimately ending in them telling me to take my business elsewhere and hanging up on me when I asked them to refund my money. I now have two credit card charges from them. Longer version: I tried to buy a domain and hosting from Ionos. They sent me a confirmation and contract, and then the next day said there was an issue and to call them. I called, the ****** said that for some unknown reason my payment wasn't processed, but he would take care of it then. I couldn't access my domain, so I called back and the ****** said that the first ****** had forgotten to process, but that he was taking care of it and I'd be all set. Tried again to access my domain to no avail, called, was told they wouldn't provide me service for an unspecified "security" reason and then was hung up on when I asked for my money back.

  

  Business Response

  Date: 07/28/2025

  Dear ********* ****, 
  We're very sorry to hear about your recent experience and understand how frustrating this must have been. Please know this is not the level of service we strive to provide.
  
  To clarify, when an order is placed, our system performs a standard authorization hold on the payment method provided. This hold is not an actual charge but a temporary hold used to verify the availability of funds. If the order is later declined by our Security Team, the hold is released. The timing of the release depends on your financial institution, but typically takes a few business days.
  
  As part of our security screening process, some orders may be reviewed further to protect both the account holder and our systems. If we are unable to verify the information, the order may be rejected, and an email is sent to the address on file outlining next steps. In your case, such a message was sent with instructions to proceed if you believe the order was flagged in error.
  
  We sincerely apologize if your experience reaching our support team was frustrating or felt dismissive. Thats never our intention, and your feedback will be used to help us improve.
  
  We have sent an email to the email address on file with additional information and next steps. At your earliest convenience please review and respond directly. We look forward to resolving your concerns. 
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

  Customer Answer

  Date: 07/28/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23661594
  
  I am rejecting this response because:
  I did not receive the information you described and my experience was not what you described. Please see my email response. 
  
  Regards,
  
  ********* ****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/30/2025

  Dear ********* ****, 
  Thank you for your follow-up.
  
  Im sorry to hear that our previous response did not align with your experience, and I appreciate you taking the time to share your perspective. While we stand by the information previously providedbased on a thorough review of your accountwe certainly want to ensure you feel heard and that all details are clear.
  
  I have reviewed your recent email as well and will follow up there directly to address any remaining concerns or questions you may have. Our goal is always to provide accurate and transparent support, and we're committed to helping bring this matter to a close.
  
  Thank you again for your continued communication.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

• Initial Complaint

  Date:07/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2024 I registered two domain names with Ionos **** I never used the domains and decided I didn't need them. I cancelled my contract with Ionos **** on 3/19/2025 and received a confirmation email (attached).I continued receiving emails and texts, even though I had cancelled.I called Ionos and the representative said that my cancellation wasn't in the system. He said the only way to fix it was to revoke the cancellation and then re-cancel. I asked if that would stop all the emails and texts and he said, "Yes."I proceeded with the second cancellation on 5/23/2025, but the emails and texts continued. The domain names have expired but now I'm receiving emails about Ionos **** from: ********* Services ****************************************************** I called today and told her what was happening but there hasn't been any resolution.

  

  Business Response

  Date: 07/30/2025

  Dear ***** ****, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  
  We can confirm that your original cancellation request, submitted on 3/19/2025, was received and processed in line with our standard termssetting your services to cancel at the end of their contract term on 05/13/2027 (as noted in your attached documentation). As outlined in our service agreement, all contracts are subject to our Minimum Contract Term (MCT), which remains in place unless an immediate cancellation is requested and processed accordingly.
  
  Following your phone call, you requested to revoke the original end-of-term cancellation and proceed with immediate termination. However, this request was made after a new invoice had already been generated for the upcoming billing cycle. This led to some confusion and the continued notifications you received.
  
  To clarify, the service has now been fully terminated, and no further communication regarding these domains will be sent. As a one-time courtesy, we have also cleared the outstanding balance associated with the final invoice. Please note, this does not impact your credit history in any way.
  
  We sincerely apologize for any inconvenience caused during this process and appreciate your patience as we worked to resolve the matter. If you have any further questions or need assistance with anything else, please dont hesitate to reach out to our team directly at ********************************************************
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 07/30/2025

  [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,
  
  ***** ****
  

  For reference, after battling numerous health issues, my LucyLou had to be put down just a DAY before I started receiving nasty phone calls and emails from the collection agency that IONOS sicked on me. Shame on you. Shame on your cancellation policies.

• Initial Complaint

  Date:07/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a domain for my business registered through IONOS. There was an issue with my bank card and I had to update to a new card in the system. The domain renewed in May, I updated the card in June because I had been out of town. I called them to let them know my website was not working, even though I had updated an paid. They said that a "third party" was holding my domain name and I could keep it for $90 plus some other fees, which is criminal. They are also not refunding me the money I paid for May to June even though they did not provide me with a domain, or giving me a call back.

  

  Business Response

  Date: 07/24/2025

  Dear **** **********, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations and truly understand how critical your domain is to your business.
  I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  To clarify, when a domain is due for renewal and payment is not received, our system begins a standard ******* process. This includes six notificationssent to the email address on file and displayed in your accounts notification centerregarding the failed payment and the domains status. These notices include clear deadlines to avoid cancellation.
  Unfortunately, in this case, the domain renewal payment was not completed by the required date. As previously communicated, payment needed to be made no later than June 26 to avoid domain termination. Although your payment method was later updated, by that time the domain had already been cancelled and entered the redemption period, which is managed by the domain registry. The Redemption Period occurs approximately 30 days after a domain has reached its expiration date or has been cancelled. During the 30 days after the expiration date, IONOS locks the domain for our customers protection, to prevent unauthorized transfers, and allows the registrant the ability to restore the domain, before the domain is released to the public. Please note that the Redemption fee is not a penalty, rather it is a charge that accounts for the out-of-pocket expenses it costs IONOS to recover domains from the respective domain registry. 
  We understand this can be frustrating, particularly given the timing of your payment update. Please know that this is a standard and automated process followed by domain providers across the industry.
  Additionally, **** sent an email to the address on file with more details and next steps to help you explore the possibility of regaining your domain. We kindly ask that you review that message and respond directly so we can assist you further.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************