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:11/10/2024

  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.

  -On a November 25, 2021, I rented a domaine name (**************************) and paid one cent. -On October, 2022, I was billed 17$ for the second year. -On February 13, 2023, I subscribed to My Website Now Plus. The contract stated: If for any reason you are dissatisfied within the first 30 days, you can cancel your package at *********** and receive a full refund. The promise lacked a link for cancelling and forced the user to navigate throughout the complex website for an option to cancel.-On February 13, 2023 (the SAME day I subscribed), I sent an email to the only email address on your website, requesting to cancel my subscription. -On March 14, 2023, I was charged 41.40$ for a service I had cancelled.-On April 13, 2023, I received another invoice for the same amount (41.40$). -On April 17, 2023 (the SAME day), I sent another email reiterating that I had cancelled the subscription. I was given a phone number which was inaccessible from ******. I was given the choice in an automated reply to access the 2000+ articles for more information.-Help for any concerns was offered 24/7, but only through articles or an automated email answering system. It was impossible to actually communicate personally with a customer service representative.-On July 2, 2023, I sent ANOTHER email stating that I could not reach anyone and to please, please, please call me back at my phone number which I provided in order to rectify the issues surrounding billing. I received the another form reply.-On July 10, 2023, I received an email from a collection agency requesting the payment of 60.35$.-On November 25, I received another invoice for the domaine name in the amount of 19.55$.-On November 6, 2024, I attempted to register another domaine but my request was denied. I was charged 5.75$.Thus, I owe you twice 19.55$ for the name until November 2025. You owe me 41.40$ for charges incurred after i cancelled my subscription and 5.75$ for a charge for the new domaine.

  

  Business Response

  Date: 11/14/2024

  Dear Mr. ****** ******, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry for the frustration you've experienced in managing your account and the difficulties in reaching us. 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. 
  According to our records, it appears that your previous requests to cancel were sent to unmonitored email addresses, which may explain why those emails did not receive a direct response. For future reference, services can be cancelled directly through the control panel. Detailed instructions are available in our ************ which can be accessed using the search bar at the top center of the control panel. Alternatively, a request to terminate services can be sent to our cancellation team at ***********************************************************. 
  At this time, we are actively reviewing your account and have sent an email to the address on file with more details about your subscription, recent charges, and how these align with our cancellation process. We apologize for any oversight on our part and appreciate your patience while we work to resolve this matter.
  If you have any further questions or need assistance navigating the cancellation process, please dont hesitate to reach out to our team directly here within the Executive Solutions Team at ******************************* Thank you for bringing this to our attention, and again, we apologize for any inconvenience this has caused.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 11/16/2024

  [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: 22538768
  
  I am rejecting this response because:

  The letter I received in my personal email box is identical to the one displayed under my complaint on the BBB website. With all due respect, it appears to be little but lip service. Ionos appears to have not significantly reviewed my file or sent any updates or changes. The instructions on how to cancel are moot since, given the lack of access to cancelling options when they would have helped me, the account was closed unilaterally. The email I used to cancel which they say was automated and no-reply was the ONLY one provided at the time -I did not know it was no-reply as "no-reply" was not part of the email address as is often the case for other businesses. I tried the only phone number provided but it was inaccessible due to my domicile. I kept receiving invoices without ANY option to contact Ionos. Perhaps things have changed since then, but it does not change my situation. They require a payment of over a hundred dollars for a service I never used and twice the amount that they initially said I owed them. Although excessively polite, I think their response is pure facade to save face and appear congenial and open to changes. They pursue the hardline they have had since the beginning.

  I am replying as required by the BBB, but I hope that IONOS is actually reviewing my file and considering my claim as legitimate and founded.
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 11/19/2024

  Dear ****** ******, 

  Thank you for sharing your concerns. We regret any frustration caused by your experience. Upon review of your file, we confirm that the issue you raised has already been addressed prior to receiving this response. Information regarding your concerns has been sent to the email address on file. As a courtesy we have cleared the outstanding balance due to allow for new services. We have also provided step by step directions on how to process a termination which can also be found in our help center here: ****************************************************************************************************************** In addition, we have provided the authorization code and unlocked your domain for transfer. 

  Our intent is not to provide lip service but to ensure a fair resolution. Should you require further clarification or have new information to present, please do not hesitate to reach out to us at ********************************************************. 

  Thank you for your patience and for bringing this matter to our attention.

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

• Initial Complaint

  Date:11/09/2024

  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 have cancelled a $55.-/mo. web page design service twice on the phone, but IONOS keeps charging my credit card every month and sending me invoices. Ignoring my request to cancel the contract.Customer ID: ********* Contract ID: ********

  

  Business Response

  Date: 11/13/2024

  Dear Mr. ****** ******, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry for any confusion or frustration caused by the continued billing after your cancellation request. We take these matters seriously and aim to resolve any issues as quickly as possible. 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. 
  Upon reviewing your account, our team has received your request to terminate the service and, prior to receiving your complaint, we sent an email to the address on file with additional information regarding the termination process and attempted to reach you through the number on file and have left a voicemail. We kindly ask that you review that email and respond directly to it, and we will be happy to process your request promptly.
  We understand how important it is to avoid any unnecessary charges, and we are committed to resolving this matter. If you have any further questions or concerns, please don't hesitate to reach out to us here within the Executive Solutions Team at ******************************* and we'll be more than happy to assist.
  Thank you for your understanding, and we apologize again for any inconvenience caused.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:11/06/2024

  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 Customer ID: ******************************** decided to close my clients account, terminate the contract without notify our client, no emails were being sent, the account was on auto-renewal annually every April. Last renewed in April 2024 for $261 for an Expert level Web Hosting Plan. IONOS has silently put a PHP Extended Support 8.0 charge on the account and didnt even notify our customer before or after. on Oct 13, ********************** has decided to terminate, delete our website, email, domains service that weve already paid for over a $9 charge that they decided to silently put on our account and later said the contract has been terminated, all the data has been deleted and they were unable to restore our services, the payment of $261 has been forfeited by IONOS and they said the Expert hosting plan is no longer being offered, but keep on offering me a offer for a new deal for a new hosting plan that we have to pay forUnlike most complaints that people were being charged for over $200 for auto renewal, this case is rather ridiculous that IONOS is taking away my clients web hosting services over a silent & minimal charge of $9.All Im asking for is have the charges waived and restore the web hosting services (Domain, Email) that our client had paid for with $261 in April 2024. Our client has paid over $1k for to build this website As a **************** owner and ******* Channel Creator, I have been personally an IONOS customer for years and countless of referrals to IONOS and over 30+ clients are using IONOS for hosting. Im deeply disappointed that how IONOS is handling this, If the web service is not being restored, we will be considering filing a complaint with the ************** Consumer ********** this even an ethical way of performing business & is that how IONOS treats its customers?Im also happy to pull all my 30+ clients account out of ********************** and share this experience online and on ******* if this is not being resolve properly and make things right for my client.

  

  Business Response

  Date: 11/11/2024

  Dear ***** So, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry for any distress this situation has caused for both you and your client. We understand the critical importance of reliable services and clear communication, particularly when it comes to billing and renewals. 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, all accounts receive notifications regarding their account status to both the email address on file for the account and the notification center of the control panel. In the event of a cancellation due to non-payment, several notices are sent to alert our customers prior to any action taken on an account. Notification of PHP Extended support is sent well in advance to allow for our customers to decide if they wish to update their PHP version or remain on their current version. We apologize if these notifications did not reach your clients inbox however, please be assured that we take several steps to avoid account termination as we value all of our customers and their data. 
  We are committed to finding a solution that meets your clients needs and honors their previous commitment. We have reached out to your client via the contact details on file for further assistance. 
  As a valued long-term customer, we appreciate the trust you've placed in us, and we take your feedback very seriously.  If you or your client need any further assistance, please dont hesitate to reach out to our team directly at ********************************************************. 
  Sincerely,
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:11/06/2024

  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.

  The nature of the dispute is IONOS claim of an outstanding invoice amount of $166.48 in October 2024 for the following contracts: Contract IDs: ******************** Customer ID: ******************************** inexplicably began billing me this October 2024 for digital products that were either canceled this September 2024 or were not due until late January 2025. I called them twice the first half of October 2024 to go over this all with them. They said ("***" was one) they would have it credited back and take care of it. They eventually did some credits, but then I still got invoiced for them.These products are domains and add-on services including "Domain Guard." I called them several times this October 2024 to try and resolve this, to no avail. I was then sick for 2 weeks and off-line the last half of October. I also emailed them several times; no response, no resolution. Their invoices on my dashboard are a mess. Charges for an item, then a credit, then charging for it. It is absolutely ridiculous and also erroneous. I HAVE NO MORE DIGITAL PRODUCTS WITH THEM. I removed the remaining products by mid-October 2024. My bank double credited me back for one of the invoices for $66.76 and I would be happy to pay that to them if they would send me an invoice for ONLY that amount. I have emailed them but they do not respond to any of my emails. The other amount on that outstanding invoice is rubbish. BBB should read the reviews of IONOS just from the most recent months. (**************************************************************************************************************************************). THEY ALL SAY THE SAME THING. IONOS is erroneously and unethically and falsely charging invoices and won't fix them. This is systemic with IONOS. They should NOT have an A+ rating from BBB. They are a disgrace. Sincerely,***** T. *******

  

  Business Response

  Date: 11/12/2024

  Dear Ms. ***** *******, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry to hear about the billing issues and difficulties you faced while attempting to address your concerns with support. This is not the experience we want any of our customers to have, and we understand how frustrating this must have been for you. 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. 
  Weve reviewed your account and have taken steps to address the billing errors to ensure they dont occur again. Additionally, we've forwarded your feedback to our support team for review, so we can improve our response and ensure better assistance going forward.
  We have sent an email to the email address on file with additional information. Please review and respond directly so we can confirm that everything has been resolved to your satisfaction. Alternatively, you can reach out to us here within the Executive Solutions team directly via email at ******************************* Your experience matters to us, and we want to make it right. Thank you for bringing this to our attention, and we apologize for the inconvenience.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 11/22/2024

  Yes, this has been fully resolved. Thank you very much for your intervention. BBB was my last resort. IONOS responded quickly once you gave them the complaint and resolved it quickly and professionally.  Thank you again.

  Sincerely,

  ***** T. *******

• Initial Complaint

  Date:11/05/2024

  Type:Order 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 set up a business email with IONOS and wish to cancel the product due to lack of service. Their website has the option to cancel in which I followed. Then I received a notification that I must call their service department in order to fully cancel. They reasons being "For Security Purposes." This is NOT for security purposes, this is the customer retention department. This is clearly a ploy to confuse and bait click the consumer. Unscrupulous practices. I spent 15 minutes on the phone trying to cancel the product and they were unsuccessful due to multiple security verification questions. I answered 2 questions and they were seeking more private information in order to build a profile against the consumer that they can sell.

  

  Business Response

  Date: 11/08/2024

  Dear ***** *********, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I am sorry for the frustration you faced while trying to cancel your email service. We understand how important a smooth and straightforward process is, and it sounds like this didnt meet 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. 
  To clarify, the additional verification steps are intended to protect your account by ensuring that only authorized users can make changes, including cancellations. However, we want to make sure this process feels respectful and transparent, so we appreciate your feedback about how it felt from your perspective. We do not collect any information for purposes beyond account security, and we strive to avoid inconvenience in these processes.
  We have sent an email to the email address for the account associated with the details provided in this complaint with further steps to address your concerns. Please take a moment to review and respond directly, and we will be happy to assist. Alternatively, you can reach out to us here within the Executive Solutions team directly at ********************************************************.
  Thank you for your feedback, and well use it to continue improving our service to better meet our customers' needs.
  Sincerely,
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:11/01/2024

  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 had a website with them for over 15 years. I had someone doing it. She suddenly quit and this was put on me. I found out I was being charged an extremely high price for a very small website. I found out I was being charged in US funds. i am currently looking for a new provider. This morning I had a conversation with **** ******* Tubinosa and he credited the wrong Charges and he gave me my site and domain password to transfer to another company in ******. At 8:34 pm today they charged my account. I called them several times very upset because this isnt the first time I had spoken with them about this. I asked for my refund and they refused and kept telling me they will put me through to cancellation which means if they cancel I would loose everything. I just spoke to them this morning. I cant get past anyone saying if they give me a refund then they would cancel. I thought I had this dealt with. They charged me ***** though I told them to not chs he just account again. I just went to ****** and had them blocked. I want my refund and I am transferring my site and domains when done them I am supposed to call to cancel. I have emails from **** ******* Tubinosa. He gave me my codes to give to the new company. I dont want to deal with

  

  Business Response

  Date: 11/11/2024

  Dear Ms. ******** ********, 
  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. 
  According to our records, we have been actively attempting to address your concerns prior to receiving this complaint, and we understand how important it is to feel supported during this process.
  The transfer of ownership was confirmed, and wed like to clarify that billing was conducted in USD as your account was initially established before we opened operations in the Canadian market. Our team has extended our assistance in resolving these issues and have tried to reach you at the number on file directly; however, we were unable to make contact. We have also sent an email to the address on file with additional details to support you through the next steps. Alternatively, you can reach us directly, here within the Executive Solutions team at ********************************************************.
  We appreciate your patience and will gladly assist further at your convenience. Thank you again for giving us the opportunity to address your concerns.
  Sincerely,
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:10/30/2024

  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.

  Subject: Formal Complaint Regarding Cancellation and Unresolved Billing Issue I am writing to formally express my concern regarding my account cancellation and a recent billing issue. I previously held a hosting plan with IONOS associated with the email ********************* which I sought to cancel before my renewal period.Prior to the renewal, I submitted a request for a callback through your customer support portal to facilitate the cancellation of my plan. Unfortunately, I did not receive the requested callback. Due to the lack of response, I assumed my cancellation request was processed, and I subsequently switched to a different hosting provider.Despite my attempt to cancel the service and the absence of any further communication from IONOS, I have now been charged for a renewal period. I find this charge inappropriate, as I neither used the service during this period.I respectfully request that IONOS:Remove any outstanding charges related to this renewal period that I did not consent to or use.Confirm the deletion of my account and any remaining personal information as requested in my previous communications.Thank you for your attention to this issue. I look forward to a prompt resolution.Sincerely,***** ******

  

  Business Response

  Date: 11/06/2024

  Dear Mr. ***** ******,
  Customer satisfaction is our top priority, and on behalf of IONOS, I apologize for the inconvenience caused by the lack of response to your cancellation request and the subsequent billing charge. 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 clarify that in order to protect your data, we require explicit permission from the account holder to terminate services. This is why your cancellation request was not processed at the time of your callback request. We understand this may have caused frustration, and we appreciate your understanding of this policy, which is in place to prevent data loss.
  To move forward, we are happy to address your concerns directly. We have sent an email to the address on file for your account with further details on how to proceed. At your earliest convenience, please review the email and respond directly, and we will promptly process your cancellation request and adjust any inappropriate charges.
  Once again, we apologize for the inconvenience and confusion. We are committed to resolving this matter to your satisfaction, and we appreciate your cooperation in reviewing the information sent to you.
  If you have any further questions or need assistance, please dont hesitate to reach out to us here within the Executive Solutions team at ********************************************************. 
  Sincerely,
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 11/12/2024

  [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:10/24/2024

  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 purchased a product for $13. It had a 9 day money back guarantee. IONOS is refusing to return my money to me.

  

  Business Response

  Date: 10/28/2024

  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. 
  Upon reviewing your account, I can confirm that the orders for your contracts were promptly canceled after being placed. As part of our standard process, each transaction includes an authorization step that temporarily holds funds to verify the payment method. This hold is not a charge, and the funds are only taken if the order is fully processed and completed.
  The purpose of this authorization is to confirm that sufficient funds are available at the time of purchase, and this process is noted at checkout, just below the "Buy Now" button:
  Please note: We verify all payment methods for security purposes. The total value of your cart will be reserved on your credit card or ****** account until your invoice is ready. If your order is canceled before then, the payment reservation will be canceled automatically. If your cart total is $0, we will verify the validity of your credit card or ****** account with a temporary reservation that won't be charged.
  In this case, while your orders were subsequently canceled, an authorization hold was placed as part of the verification process. I can confirm that the hold was released on October 27, 2024. Depending on your banks processing time, you should see the funds returned to your account shortly.
  I apologize for any frustration this caused, and I appreciate your patience. Were here to ensure transparency and a smooth experience, so if you have further questions or need additional assistance, please dont hesitate to reply directly to the email we have sent to the email address on file. Thank you for your valuable feedback.
  Sincerely,
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

• Initial Complaint

  Date:10/19/2024

  Type:Service or Repair 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 believe that this company is scamming consumers and operating a bait, switch and flip ponzi scheme. I purchased two domains from ************************** 10/1024. My account wasn't charged immediately for the purchase. So the next day I contacted their chat support and the agent said it may take about 24hrs or so to process. On 10/13/24 it shows that I was charged for the purchase of the domains. I had already activated both domains via ******************************. However on 10/18/24, I noticed two emails that was sent to me from IONOS, LLC. One on Sunday, 10/13/24 and one on 10/15/24. The one from 10/13/24 was about setting up a free email account with **********************. The email sent to me on 10/124 was about a whois privacy request but there was no message, simply some random website requesting a response from me. I thought that it was odd, and thought that maybe someone tried to do something with my newly purchased domain. I went to login and was met with an error message saying my credentials were invalid. I contacted customer support and was told something about a security issue and fraud and that my contract was terminated. I was then told that I would be transferred to their security team. I got transferred and the individual that answered the call then hung up on me. I called back and went through the same process. Only this time a person named "****" stated that they don't have a security team that can be reached by phone (making the first transfer a lie) and that he's sorry for the misinformation. Then he gives me an email address Security-******************************* to contact and says within an hour someone will contact me back. Well, no one has contacted me back. I went to ***** website--which was suggested by other consumers that were allegedly defrauded by this same company, to make a complaint. Upon looking up the information for my domains that I purchased. I see that one was altered on 10/17/24 and the other was altered on 10/18/24. I contacted them on 10/18/24 after seeing their random emails.

  Customer Answer

  Date: 10/21/2024

  ****** ******

  

  Business Response

  Date: 10/22/2024

  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. 
  I understand how frustrating this situation must be, and I apologize for the confusion and inconvenience youve experienced.
  All orders placed with our company are subject to a security review to ensure the protection of our customers and the integrity of the services we provide. In your case, our security team identified some inconsistencies in the data used during the sign-up process and has requested additional information. An email detailing this request was sent to the email address associated with your account. To move forward, I kindly ask that you review the email and respond directly to the security team with the requested information. 
  I sincerely apologize for any miscommunication regarding the availability of our security team and for the delays you've faced. Please rest assured that once the required information is provided, we will review your account promptly.
  Thank you for your patience and understanding as we work to resolve this matter. If there is anything else I can assist you with, feel free to reach out to our team directly at ********************************************************.
  Sincerely,
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 10/23/2024

  [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: 22445652
  
  I am rejecting this response because: This company has yet to generate any paperwork of their findings. They haven't given detailed information about the "inconsistencies" they found with my account. I probably only logged into my account about 3 and that includes the first time when my account was created.

  They haven't addressed their phone support repeatedly lying about being a part of their security team and hanging up with me. I say all of this because the one email that the representative responding to my BBB case is referring to, is an email asking that I present them with photo ID and copies of bills to identify who I am in order to unlock my account when not only was none of that required to create my account, buy domains, log into my account etc. Plus ********************** SE staff doesn't seem to be a trustworthy company to send those documents to. I fear they may misuse my personal information.
  
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 10/25/2024

  Dear ****** ******, 

  Thank you for sharing your concerns. I want to clarify that our goal has always been to address and resolve your questions with transparency and professionalism. We have been working with you to address your security concerns, and our team has provided the necessary information, including specific instructions, to the email address on file for your account.
  
  The actions required to verify your identity and secure your account were detailed by our security team, as part of our standard security process to ensure account integrity and safeguard your information. If you wish to continue services with us, we ask that you follow these directions and respond directly to the security team, as they are best equipped to assist.
  
  Please rest assured that we take privacy and data protection seriously. We follow strict protocols to handle sensitive information and safeguard your account. We hope to resolve this promptly with your cooperation.
  
  Thank you for your understanding, and please let us know if you have further questions.

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

  Customer Answer

  Date: 10/30/2024

  [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: 22445652
  
  I am rejecting this response because: Once again, IONOS SE has yet to establish how or why they snatchee my domains. I was first told that it was due to fraudulent activities of someone trying to access my account. Now the most recent excuse is that my account is a personal account and not a ********************** account. And they have yet to provide any documentation to back either claims. I've reported them to the *** as well as to *****.

  They want me to send them identifaication when multiple members of their team have lied about being a part of their security team. The trust for them to handle personal information just isn't there. I will continue to file whatever complaints are needed and keep things on record. I prefer that they only communicate through the BBB and not directly to email anymore.
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 11/11/2024

  Dear ****** ******, 
  Thank you for your response, and please accept our apologies for any frustration this situation has caused.
  
  At this time, we consider this matter resolved, as we have provided all available information regarding the steps required to continue services with us. Unfortunately, we are unable to address these concerns further through this platform due to the limitations of discussing secure account matters publicly.
  
  If you wish to retain your services, it will be necessary to contact our security team directly or respond to their email as previously requested. They are fully equipped to review any concerns, clarify account security measures, and provide guidance on the required verification steps.
  
  Please know that these security protocols are in place to protect account ownership and ensure compliance with industry standards. We understand the sensitivity of handling personal information, and our team is dedicated to maintaining strict confidentiality throughout this process.
  
  Thank you for your feedback, and were here to assist if you decide to pursue the necessary verification steps.
  Sincerely, 
  
  ******** Smith 
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

• Initial Complaint

  Date:10/17/2024

  Type:Customer Service 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.

  On 09/13/2024 I registered two domain names: ********** and *********. Ionos gave me two customer ID numbers: Customer ID ********* for ********** and Customer ID: ********* for *********. However, when I tried to login it gave a cancelation message and when I called Ionos they said there was a security issue with the accounts (fraud alerts). When I asked for clarification I got redirected to different departments. I was told to send an email to security-******************************** That email didn't get any reply and I called again. One of the security employees at Ionos created a new account with ID ********* and moved my ********** domain from account ********* to this new account since the first account was locked due to a security flag. The next day this account did not work and when I called again (and again got redirected to several departments) I got informed to "seek business elsewhere." Nobody would tell me what the issue was or why this account got flagged. They simple hanged up on me. I did not get any opportunity to defend myself (I could for example show my id to show Im a legit person, or show business permit, sellers permit, license, etc). I established a business under this name and several agencies will communicate through my new email address (using this new domain name asobak). Now it is blocked without any reason. Never did I get any notice or did I receive any email. I'm under contract with Ionos till 09/13/2025 and they have a fiduciary duty to act in my best interest. According ***** rules a domain cant be transferred within the first 60 days, so even if a I follow their advice (to seek business elsewhere) it will not be possible for 60-days. So now I have a problem that I cant use my domain (and business email) for 60 days, and I am at risk that if my accounts are indeed canceled by Ionos I can lose my is domain when it is again open for the public. A solution is to reinstate my account till Im able to transfer my account. Thank you

  

  Business Response

  Date: 10/28/2024

  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. 
  Im very sorry to hear about the challenges you've encountered with your accounts and the impact on your business. Its clear this has been frustrating, and I apologize for the lack of clear communication and the delays youve faced.
  To provide some clarity, security flags can occasionally trigger on new accounts due to various factors, and I apologize that this was not communicated more transparently. I understand the importance of having continuous access to your domain and email, especially with your business relying on it. Please know that were here to help find a solution so you can move forward without further disruption.
  We have sent an email to the email address on file with more information regarding your concerns. At your earliest convenience please review and respond directly and we will be more than happy to assist you further. Alternatively, you can reach out to our team directly at ******************************* Were committed to working with you to address this as quickly as possible, and were here to help ensure you have the support needed. Thank you for your patience and for allowing us the chance to resolve this.
  Sincerely,
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************