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:10/15/2024

  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.

  Software error Gaslighting Unlocked Card with funds wont process When I call to share about software errors Im gaslit

  

  Business Response

  Date: 10/21/2024

  Dear ****** *******,
  Your satisfaction is our top priority, and I sincerely apologize that your experience with our company has not met your expectations. Thank you for taking the time to share your feedback. Your insights are invaluable and help us identify the areas of our products and services that require improvement. I understand how frustrating this situation has been, and I would like to clarify that our billing backend team has already addressed the issues with your account prior to receiving this complaint.
  A request for additional information like screenshots of the error was made and we can confirm at this time the payment method has been successfully updated and the balance is settled. 
  We sincerely apologize for any frustration this situation may have caused and if you have any further questions or concerns, please dont hesitate to reach out to us here within the Executive Solutions Team at ********************************************************.
  Sincerely,
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:10/11/2024

  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 am writing to formally file a complaint against Ionos regarding my ongoing struggle to receive a refund, despite multiple attempts and their stated 30-day money-back guarantee.This is my third attempt to resolve this issue. Since Ionos transitioned from 1&1, I have experienced significant declines in customer service quality, unexpected charges, and a rise in security issues, including viruses. These problems prompted me to seek a new hosting provider after 20 years with 1&1.I initially communicated my intention to cancel my services at the end of my contract, but was still charged. After following up, I received inconsistent responses from customer service representatives, leading to confusion about the cancellation status. I was assured that everything was taken care of, yet my refund was not processed within the promised timeframe.I waited 10 business days for my refund, only to find out that the representative had not initiated the process. When I requested to speak to a manager, I was redirected to billing without any resolution. The billing representative assured me my refund would be expedited, but when the promised date came and went, I was told that it could take up to 14 days instead of the originally stated 10 ********, several days have passed, and my account still reflects no refund. I am increasingly frustrated by the lack of clarity and communication, especially since they blame delays on banks, which I know can process transactions much faster.I'm just tired of the downplay I always get like the next person gonna solve my issue and does not.I hope you can assist me in resolving this matter, as I feel I have exhausted all avenues with Ionos.Thank you for your attention to this issue.

  

  Business Response

  Date: 10/23/2024

  Dear Jared  Rechenberger, 
  Firstly, we sincerely apologize for the frustration and inconvenience this situation has caused you, and for not addressing your concerns before they were escalated to the Better Business Bureau. Your feedback is invaluable to us, as it helps us identify the areas of our products and services that need the most attention, aligning with our commitment to continuously improve the customer experience.
  We understand how exhausting it can be to repeatedly follow up on an issue that should have been resolved swiftly.
  Upon investigating your case, we found that an internal bug prevented the invoice related to your refund request from canceling properly. We apologize for this oversight and any confusion it may have caused.
  To resolve this issue, we have created a service ticket and escalated it to our backend billing team, who are working diligently to implement a fix as soon as possible. While I cant provide an exact timeline right now, please know that we are closely monitoring the situation and will update you as soon as we have more information.
  Once again, we sincerely apologize for the delays and any inconsistencies in communication youve experienced. We greatly value your long-standing relationship with us, and I will ensure that this matter receives the urgent attention it deserves.
  Thank you for your patience and understanding. If theres anything else I can assist you with in the meantime, please dont hesitate to let me know by responding directly to the email sent to the email address on file. Alternatively you can reach out team directly at ********************************************************
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 10/30/2024

  To the Better Business Bureau,
  I am filing a complaint against Ionos for issuing an incomplete refund and not providing any explanation. I was refunded $176.01 instead of the original charge of $184.45, leaving a discrepancy of $8.44. Despite my inquiries, I have received no clarification about this difference.
  I request the BBBs assistance to either secure the full refund or obtain a clear explanation for the partial amount returned.
  Thank you for your help in resolving this matter.
  

• Initial Complaint

  Date:10/11/2024

  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.

  Dear Better Business Bureau,I hope this message finds you well. I am writing to formally express my concerns regarding a recent experience I had with IONOS, specifically regarding the cancellation of my Virtual Private Server (VPS) service.On 10/11/2024, I placed an order for a VPS. Shortly thereafter, I was informed by the company that my VPS cloudnt active due there some canceled contracts also for that I already raise request to cancel my old contract prior billing. I had clearly communicated my intention to not continue with the service, but IONOS has not been ****************** are my details for your reference:IONOS Customer ID: ********* I believe that I should not be held liable for a contract I no longer wish to maintain, especially after expressing my desire to cancel the service.I would greatly appreciate your assistance in addressing this matter. Thank you for your attention to this issue.Sincerely,*****

  

  Business Response

  Date: 10/21/2024

  Dear Mr. ***** *****,
  Your satisfaction is our top priority, and I sincerely apologize that your experience with our company has not met your expectations. Thank you for taking the time to share your feedback. Your insights are invaluable and help us identify the areas of our products and services that require improvement. 
  I wanted to address your concerns regarding the cancellation of your Virtual Private Server (***) services.
  After reviewing your account, we confirmed that the service was terminated due to nonpayment, and unfortunately, no request to cancel the *** services was received or noted on the account before the billing cycle began (April 2024). To proceed with setting up new services, all outstanding balances will need to be resolved.
  Additionally, I can confirm that the authorization hold on your account was released on October 16, 2024. To clarify, an authorization hold is a temporary hold placed on funds when a transaction is initiated, ensuring there are sufficient funds available. However, this hold is not an actual charge, and the funds are released once the payment is confirmed or canceled, as was done in your case.
  We sincerely apologize for any frustration this situation may have caused and hope this explanation helps. If you have any further questions or concerns, please dont hesitate to reach out to us here within the Executive Solutions Team at ********************************************************.
  Sincerely,
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:10/10/2024

  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.

  On September *******. I contacted Ionos,com to resolve an issue that I had been seeing reoccurring on my account. I kept being charge $7.00 for the "IONOS HiDrive Business" the contract for the item is Contract no. ********. I contacted Ionos customer service Via email and let them know that it was several charges that had been trying to come out my bank account for $7.00. Which days later it equal to them trying to charge me seven times for this same product. Pictures are included to show you proof and for reference of the emails between Ionos and myself regarding my account. Days later after having to send another email. I get a response stating that they had a billing issue and now I am being back charged due to their billing issue. Which I find very unprofessional to the point that I'm tired of always having to go through different issues with Ionos. I am willing to drop all of my contracts at this point and move on to a new company. Due to every so often I always have to get in contact with them about something going on with my account. If I get the time that Ionos takes for me to switch my domain elsewhere I am willing to just cancel everything and be done with having any products from Ionos at this point. I will pay the balance for the other products that's overdue, that I have not been able to pay due to all of these other charges being put on my account. I have enough stuff to worry about in my life. I don't need this extra stress every so often. I try to call customer service and be placed on hold for over 30 minutes at a time and also sometimes being hung up on.

  

  Business Response

  Date: 10/21/2024

  Dear Ms. ******** *****,
  Your satisfaction is our top priority, and I sincerely apologize that your experience with our company has not met your expectations. Thank you for taking the time to share your feedback. Your insights are invaluable and help us identify the areas of our products and services that require improvement. I understand how frustrating this situation has been, and I would like to clarify that our billing backend team has already addressed the issues with your account prior to receiving this complaint.
  The recent invoices youve received are the result of back billing, which occurred because our system was temporarily unable to generate invoices or collect payments at the appropriate time. We sincerely apologize for the inconvenience this has caused. We have also sent an email to the address on file with additional details regarding this issue. Please take a moment to review it, and feel free to respond directly if you have any questions or need further clarification.
  We are more than happy to assist you further and resolve any outstanding issues. Your satisfaction is important to us, and we would love to help you continue using our services without further disruption.
  Sincerely,
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 10/27/2024

  [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: 22404811
  
  I am rejecting this response because:
  Good Evening, 

  Sorry for not getting back sooner to the messages. I was actually hospitalized last week with an health issue. However, I see where you mentioned about me setting up a payment plan. I can do that if it's going to be for a small amount each month due to my financial situation. I have went ahead and cancelled all of the services and contracts with you guys moving forward due to me no longer needing to use the services due to life changes. If possible is there any way that all services can be officially cancelled all together so I won't inquire even more debt that's already on my account. Since I no longer will need to use any of the services? Thanks in advance for your response. 

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

  
  

  

  Business Response

  Date: 10/30/2024

  Dear ******** *****,
  
  Were sorry to hear about your recent health challenges and understand the need for flexibility during this time.
  
  To assist, weve sent an email to the address on file with details regarding the account termination and the outstanding balance, including additional options for resolution. Please review the information at your convenience, and let us know if you need further assistance in reply to that email correspondence. 
  
  Thank you again for reaching out, and please take care.
  
  Sincerely, 
  
  ******** Smith 
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

  Customer Answer

  Date: 10/30/2024

  Good afternoon, 
  I'm writing this message and attaching the emails that I keep getting from Ionos outside of the Better Business Bureau messaging system. I keep getting emails from Ionos outside of the Better Business Bureau portal and it's not answering any of my questions or concerns that I have mentioned in the messages that I have sent to them through the Better Business Bureau portal. I don't want to receive any more communication from this company unless it is through the portal at this point because these side emails outside of the portal isn't addressing anything and I'm already stressed out from just getting out of the hospital. My doctor has mentioned, I don't need anymore added stress. Attached are the emails that Ionos manager keeps referring to in the Better Business Bureau messaging portal but those emails are not addressing any of my concerns. The product that was a mistake on their end due to a system malfunction I didn't  use the product but two months of having it those two years and that can be seen. At this point I'm feeling like I'm being harassed. I'm no longer using their products and my account is locked already and I am not able to use any of their products, which I have already mentioned at the start of my complaint that I no longer wished to use their products due to the stress I have been having to go through with them over these last two years. 

   

  Thank you, 

  ******** Walls 

  Customer Answer

  Date: 10/31/2024

  
   Complaint: 22404811
  
  I am rejecting this response because:
  Good afternoon, 
  I'm writing this message and attaching the emails that I keep getting from Ionos outside of the Better Business Bureau messaging system. I keep getting emails from Ionos outside of the Better Business Bureau portal and it's not answering any of my questions or concerns that I have mentioned in the messages that I have sent to them through the Better Business Bureau portal. I don't want to receive any more communication from this company unless it is through the portal at this point because these side emails outside of the portal isn't addressing anything and I'm already stressed out from just getting out of the hospital. My doctor has mentioned, I don't need anymore added stress. Attached are the emails that Ionos manager keeps referring to in the Better Business Bureau messaging portal but those emails are not addressing any of my concerns. The product that was a mistake on their end due to a system malfunction I didn't  use the product but two months of having it those two years and that can be seen. At this point I'm feeling like I'm being harassed. I'm no longer using their products and my account is locked already and I am not able to use any of their products, which I have already mentioned at the start of my complaint that I no longer wished to use their products due to the stress I have been having to go through with them over these last two years. 
  
   
  
  Thank you, 
  
  ******** Walls 
  
  Regards,
  
  ******** *****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 11/05/2024

  ******** *****,

  Thank you for bringing these concerns to our attention. We apologize for any confusion caused by our previous communications outside of the Better Business Bureau portal, and we understand your preference to receive all updates through this channel moving ********** clarify, in order to take action on an account, we typically require explicit permission through our system via email or phone for recording purposes. However, as an exception to fully address your concerns, we have processed your requests sent through the BBB portal. We apologize if this has led to any stress or inconvenience, especially given your recent health circumstances.Thank you for your patience as we work to resolve this matter to your satisfaction.Sincerely,

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

• Initial Complaint

  Date:10/04/2024

  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've tried multiple times to cancel a service as I was not satisfied with their product or service. They had a 30 day money back guarantee which I was still within. However, IONOS made it extremely difficult to cancel. After over 20 phone calls and emails, they still didn't cancel and refund as I requested. They make it very difficult and not a good business to work with.

  

  Business Response

  Date: 10/17/2024

  Dear Ms. ***** ***,

  Customer satisfaction is our top priority, and on behalf of IONOS, I apologize for the challenges you faced in canceling your service and for any frustration caused during the process. We regret that the cancellation did not occur as smoothly as it should have, and we understand the inconvenience this has 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. 

  After reviewing your account and the situation, we can confirm that your service has been successfully terminated, and the refund process has already been initiated. 
  
  Additionally, we have sent an email to the address on file with further details regarding this resolution. Please check your inbox, and if you have any further questions or concerns, feel free to reach out directly through that email or by contacting us.
  We are committed to making this right and appreciate your patience as we work to resolve the matter.

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

  
  

• Initial Complaint

  Date:10/02/2024

  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.

  1and1 which is IONOS, Inc. keep charging my ****** without any notice prior to that,and there is no way to cancel the service. I never agree to pay the service and this company keep charging my ****** account for years.The transaction listed below:1.IONOS Inc.-$127.69 CAD Sep ************************************* ****************************************** Inc.-$9.84 CAD Jul ************************************* *********************&1 IONOS Inc.-$13.56 CAD Sep ************************************* ****************************************** Inc.-$9.84 CAD Aug ************************************* *********************************************************** Inc.-$178.21 CAD Oct 2 . Automatic Payment Transaction ID *********************&1 IONOS Inc.-$13.56 CAD Sep ************************************* ***************** start from 2022 1and1 keep charging my ****** without my authorization.

  

  Business Response

  Date: 10/03/2024

  Dear **** ****, 
  On behalf of IONOS, I sincerely apologize for any inconvenience related to your account. Our records show that our team is currently addressing your concerns prior to receiving your complaint through the Better Business Bureau. For reference, please review the following email dated October 3, 2024, listed below:

  Dear Mr. **** **** (Customer ID **********,
  
  This is a follow-up to your recent Trustpilot review. Thank you for taking the time to provide feedback! We always strive to provide the best possible service to our customers, and customer feedback is our most-valued resource in this pursuit.
  On behalf of IONOS, I apologize that our service has not met your expectations. I had attempted to contact you by phone earlier today to provide further assistance, but unfortunately I was only able to leave a voice mail. I would be happy to follow-up again at a time of your convenience however; the Solutions team is available Monday-Friday from 8am-4pm EST.
  
  With regards to your feedback, if you no longer require the Web Hosting Business package (Contract ********) I can process an immediate cancellation for it with your permission in reply, to prevent further charges from being issued for it. Please note, cancellation of the package will permanently remove any data stored in it from our system, e.g. website files, databases, emails, etc., along with removing **************** from your ownership. If you would just like to retain ownership of the domain with no hosting services then I can also downgrade the Web Hosting Business package to an Instant Domain package, which would house the domain only, with no hosting services. The annual fee for renewal of the domain would be the only charge for this level of package.
  
  To clarify our billing policies, all services with IONOS will automatically renew unless a cancellation is completed by the customer, either via the control panel or by speaking with Customer Support by phone or email. Similar to other subscription-based services we do not bill based on usage, but rather on providing access to resources. So since a cancellation was not completed previously, we would have to consider the renewal fees issued to be valid.
  
  However, as a courtesy, I can offer to refund the recent charge of $178.21 for the annual fee for the package and domain renewal fee once the package has been either canceled or downgraded.
  
  If there is anything further we can assist you with, or further feedback you would like to provide, please do not hesitate to advise when replying. Thank you for your patience in this matter and we look forward to hearing back from you.
  
  Sincerely,
  **** ******
  Solutions Manager
  IONOS
  
  
  In order to assist you further, please respond to the above email sent to the email address on file, alternatively you can reach our team directly at ********************************************************. 
  We appreciate your feedback and look forward to resolving your concerns. 
  
  Sincerely,
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

  
  

  Customer Answer

  Date: 10/04/2024

  [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: 22373453
  
  I am rejecting this response because:

  Thanks for your contact,I did not receive any phone call today.I can confirm that please cancel everything I confirm that I do not use any service and domain at all.Please refund me the unauthorized charges please. Thanks please refund all the charges . The are many charges but the two biggest charges are recent :

  1.Your IONOS Invoice ************ From 2024/09/30 $178.21

  2.Your IONOS Invoice ************ From 2023/09/29 $127.69

  please refund me the money,I do not need any domain and *********** can delete and cancel everything

  
  
  
  Regards,
  
  **** ****
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/15/2024

  Dear **** ****,

  I want to reassure you that your request has been fully handled. We processed your refunds on October 10, and a confirmation email was sent to the address on file. This includes the two recent charges you mentioned, along with any others.
  
  Per your request, your account and all associated services and domains have been canceled. Im sorry for any frustration this caused and hope this brings the resolution you were seeking.
  
  If you have any further questions, please don't hesitate to reach out.

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

• Initial Complaint

  Date:10/02/2024

  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 company locked the amount and asking to process via collections. I was not notified via text, phone or mail before that happened. I only discovered it by accident. I immediately updated the payment method to a valid credit card (earlier one had expired). I am willing to settle the account amount due, but even after calling they state they are unable to help in any way. The phone *** stated he will send a ****** payment link via email and that never happened either. Asking the account be unlocked and past payments be charged to the credit card on file so service can resume.

  

  Business Response

  Date: 10/10/2024

  Dear ****** *****, 
  Your satisfaction is our top priority, and I sincerely apologize that your experience with our company has not met your expectations. Thank you for taking the time to share your feedback. Your insights are invaluable and help us identify the areas of our products and services that require improvement. We sincerely apologize for the inconvenience this situation has caused. We understand how frustrating it can be when service access is disrupted, and we appreciate your patience while we worked through this issue.
  To provide clarity, we made multiple attempts to collect payment from the credit card on file, but unfortunately, each attempt was declined. When a payment fails, our system automatically sends a notification via email and to the notification center of your control panel. In addition, two reminder emails are sent: the first as a follow-up and the second with a warning that services may be suspended if the balance remains unpaid.
  After 60 days of non-payment, per our policy, the balance was forwarded to collections. However, we want to reassure you that this process does not affect your credit, as we do not report to credit bureaus.
  To avoid any future disruptions, we kindly suggest double-checking that your payment method is up-to-date and ensuring that our email addresses are marked as safe senders, so important communications don't get missed. You can also view all account notifications directly in your control panel under the bell icon.
  As of now, the issue has been fully resolved, and your services are once again active and accessible. Thank you for your understanding and patience as we worked through this process. Should you need any further assistance or have any additional questions, please dont hesitate to contact us here within the Executive Solutions Team at ******************************* We are here to help.
  Sincerely,
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 10/27/2024

  The complaint was resolved by the company by creating ****** link to help the payment process through. The hiccup was that once they lock your account there is no way to pay except via collections which I was not ready to do since I had always wanted to pay them (but they would not accept y payment request). Once the ****** link was published, I was able to make the payment and service was resumed. In addition the responding person from the company was extremely helpful in getting the matter resolved. My thanks to BBB and the person from the company that responded to this BBB complaint. The matter is resolved now.

• Initial Complaint

  Date:09/30/2024

  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.

  EVER SINCE LEAVING THIS FOLLOWING MESSAGE REPORT UPON TRUSTPILOT:"Webmail bug or other [Outside of the **]Since the month of June this year of 2024, ************************** webmail service has deteriorated regarding this party. June webmail update has been confirmed as the source of the issues. Confirmed after several other callers called in to complain to them. Their technological engineering team, having been made aware is still til this ****, refusing to roll back the update to resolve the issue. We have several records of ******* of September the 20th, of 2024 an agent with the ********************* has complained that her emails were being returned by the system as undeliverable. Although the email is correct, the mail is bounced back. After working together to troubleshoot the issue, we were able to send a couple of test emails to each other. After disconnecting, the agent attempted to send over a jef *************** is controlled by the *********************. It never went through. This wasn't discovered until the 25th ; when she sent a PDF image that confirmed her sending the file which didn't arrive. This is just one of the Four issues that has been noticed.The accounts/ contracts have been semi-functional since June webmail update. And it appears that IONOS might be willfully neglecting these matters. The only communication frome them is basically asking for the same information which has already been supplied with several real-time videos that depict disappearing attachments as they vanish frome the monitor, inline messages, missing or hidden logos that appear and disappear frequently across all emails of both email contracts.These issues are causing significant confusion and this party has held back in making this report, but appears that something is included in the June webmail update that they aren't being transparent about and this party is giving notice of demand to roll back the *********** of experience: September 17, 2024" WE HAVE BEEN HARASSED

  Customer Answer

  Date: 09/30/2024

  EDITED BY AMENDMENT FOR FLUIDITY: Desired Settlement: Other (requires explanation)
  ATTENTION: Chief Executive Officer Achim Weiss and Chief Commercial Officer Dr. Jens-Christian Reich and the illumined--Dr. Markus Noga Chief Technology Officer" WE DEMAND THAT YOU BEGIN AN INTERNAL INVESTIGATION AND FIND OUT WHOSE BEEN MEDDLING WITH OUR ACCOUNT AND PRIVATE AFFAIRS. WE HAVE RECEIVED MULTIPLE ISSUES THAT ARE STILL EXTANT AND HAVE REMAINED UNRESOLVED. YOUR EMP,LOYEES HAVE BEEN ASKING FOR OUR EMAIL PASSWORD OVER THE PHONE. ASKING TO HAVE REMOTE ACCESS TO OUR DEVICES AND OTHER IMPROPER REQUESTS WHICH HAVE BEEN UTTERLY DENIED. BUT WHEN YOU HAVE EMPLOYEES UNDER YOUR MANAGEMENT THAT WITHHOLD, INTERFERE, RE-ROUTE AND INTERCEPTS GOVERNMENTAL COMMUNICATION WITH THE DEPARTMENT OF JUSTICE YOU ARE TAKING RISKS OF HIGH MAGNITUDE. YOU HAVE DENIED KNOWING THE FOLLOWING AND THEN CLAIMED ACKNOWLEDGEMENT OF THE FOLLOWING EMAIL ONLY TO DISCLAIM KNOWLEDGE OF THESE SPOOFS THAT COME FROM SIMILAR EMAILS. WHO IS THIS---? [email protected] (?) On 07/25/2024 11:21 AM PDT US Technical Support wrote:; Store credit; Repair

  

  Business Response

  Date: 10/04/2024

  Dear Jamie Seed Camel Trust, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry for the ongoing issues you’ve encountered with our webmail service. We understand how disruptive this has been for you, and we appreciate your patience as we work to resolve these matters.
  Currently, we are operating on version 7.10.6, and our customers will soon be upgraded to the latest OX8 version. While we cannot provide an exact date for this upgrade, we ask for your understanding during this transition period. Until the new version goes live, it’s challenging for us to determine whether the issues will persist, and it wouldn’t be practical to request a patch for the current version.
  In the meantime, we have sent an email to the email address on file with a potential workaround. At your earliest convenience, please respond directly to the email and let us know if this solution works for you.
  We genuinely appreciate your feedback and patience as we navigate these challenges. Our technical team is actively investigating the issues you've reported, and your detailed input is invaluable to us. Thank you for your understanding.
  Sincerely,
  Michelle Smith
  Executive Solutions Manager
  IONOS, Inc.
  http://www.ionos.com
  
  

  Customer Answer

  Date: 10/07/2024

  [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: 22359160
  
  
  
  
  Dear  Michael;
  
           This message is directed at Dave Ramsay and Michael, and all other parties of interest. *NOTICE: A message was sent 5th October stating, "BIB-119388: Your Support Request Has Been Resolved." However, the same issues, all are still existent due to IONOS technical engineering team (or otherwise) explicit and intentional negligence. We now demand full credit on all contracts vntil this matter is FULLY RESOLVED (as a gentleman's compromise). Kindly review the following explication:
  
           The issues described in these enumerable complaints are consistent of (1) intercepted and/ or delayed emails, (2) bounced back emails (titled undeliverable on senders end) attempting to message us since August with jefbox files sent by U.  S. DOJ, (3) disappearing logos of any given applicable format,  (4) error messages reporting invisible attachment unseen by the naked eye, (5) vanishing inline messages, (6) logos reappearing in sent messages that were otherwise not visible to the naked eye, contracts " . . .regis.net" and ". . . camel.net" regarding all persons within each mailbox 25 account significantly affected, the latter showing up six logos when "Compose" is clicked and more often at other times reveals not a logo.
           
           It is not within goode reason to suggest that a ticket has been resolved without satisfactory confirmation of all existing issues amended? This party is led to believe that the Executive Department is ignorant of these concerns and need to be made aware of the intentional negligence involved (affecting many IONOS.com clientele). Further, the Jpeg file-LOGO for this contract has failed as well. Last evening it took several attempts to send representative Marlow an updated Moving Picture titled, "MOVING PICTURE-OCT.6TH", as error 502 messages and other messages would arise stating, --[paraphrase]This draft is not found. It has either been deleted or missing within the time being --.
  
  
           This party is very surprised at the decline of your otherwise exceptional services. Your services were impeccable the whole contract through up vntil June Webmails update. Which you have knowledge of and explicitly refuse to correct. We need you to correct all matters reported (a genuine resolution). Kindly compromise and apply a full credit regarding all contracts vntil this matter has been successfully resolved relative to each enumerated concern. Kindly review the Moving Picture that's uploaded in mp4 format for your convenience. Thank you for your time.
  
  
  
  Respectfully and with warm regards
  
  
  The Jamie Seed Camel Trust
  
  .
  
  Note: It has been noted that the appearance of the WEBMAIL dashboard is new and looks more chic and has fresh vibrant energy. It is imagined that this is possibly the new updated version and look forward to issuing goode reports as this party always have frome the beginning regarding your outstanding services. The crux of this complaint is that the engineering team responsible for making Webmail updates could very well have circumvented any and all confusion with a rollback of June Webmail's update. But a representative tried to explain that it would have created a hassle due to other incremental updates. We look forward to the services returning back to normal, and wished to have not had this issue escalated this far. As you can note the time period of this party's forbearance regarding these concerns.
  
  Beatitudes.
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 10/15/2024

  Dear JAMIE SEED CAMEL TRUST, 

  Thank you for your feedback. According to our records, your concerns were addressed prior to this complaint. My colleague Dave provided detailed assistance regarding the issues with your webmail. You can view the correspondence below: 

  Dear Sir-Theopilus Jameel-el (Customer ID: 720593934),
  
  Thank you for the extensive follow-ups.  I see my teammate Michelle received your complaint on the Better Business Bureau and provided financial compensation for the service outages you have experienced to this point.
  
  To the matters at hand, if you have logged in to your webmail this week you may have noticed a substantial visual difference.  A new update has been published and along with new features (statistics / theme customization / desktop notifications) we are hoping you see improved performance and reliability.
  
  Upon review of the video which documented:
  
  Uploaded logos disappearing when added to signature editor
  Error message in the signature editor that image limit has been exceeded
  Copy and paste of same logo image creating same error
       
  We are suggesting to completely delete the saved signature in webmail and create a brand new signature template.  It appears obvious to us the current signature template has become corrupted with several past attempts to add a logo not completely adding/deleting when failed.
  
  Regarding the failed delivery of JEFBOX documents sent by U.S. D.O.J., your Mail Basic account can accept messages with an overall size of 20 MB including attachments.  When sending email with Mail Basic that limit is 70 MB, however some email providers will reject an email if the file size exceeds their maximum file size, which could potentially be lower than the limit imposed by IONOS.  When getting a bounceback for a sent message with attachments click the arrow next to the attachments for a breakdown of each file's size.  For files in excess of this limit we recommend sharing links for online cloud storage solutions such as our own HiDrive.  Additionally for one-time use you can use our free version which keeps shared files for 7 days https://share.hidrive.com/i/upload
  
  In past emails if your logo was included several times invisibly that could easily be the culprit for exceeding the single message size limit and being returned to yourself.
  
  We look forward to your response and will continue to take further action as necessary.
  
  Sincerely,
  Dave Ramsay 
  Solutions Manager
  IONOS

  We hope this resolves your concerns and are here to assist further if needed.

  Sincerely, 
  
  Michelle Smith 
  
  Executive Solutions Manager
  IONOS, Inc.
  http://www.ionos.com

  Customer Answer

  Date: 10/16/2024

  [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: 22359160
  
  
  -THIS-IS-NOT-REJECTED-REPLY- ("this response does not constitute rejection"):
  
  
  
  Dear Dave and Michelle;
  
           Thank you for your diligent efforts in working to resolve this issue. This party is in appreciation for your responsiveness and willingness to work through our concerns. However, i wanted to follow up on our conversation regarding the use of American Sign Language (ASL) gloss script. While i vnderstand your intent is not harmful, using full caps in gloss script, even when addressing the trust entity, is not standard practice. The Chicago Manual of Style, 17th edition, provides guidance on the proper use of glosses. Specifically, section 11: Foreign Languages (11.147 GLOSSES IN ASL).
  
  Kindly review the following:
  
  "11: Foreign Language section 11.147 GLOSSES IN AS (American Sign Language - Dog Latin*)
  
  The written-language transcription of a sign is called a gloss. Glosses are words from the spoken language written in small capital letters:
  WOMAN, SCHOOL, CAT. (Alternatively, regular capital letters may be used.) When two or more written words are used to gloss a single sign, the glosses are separated by hyphens. The translation is enclosed in double quotation marks.
  The sign for "a car drove by" is written as VEHICLE -DRIVE -BY .
  One obvious limitation of the use of glosses from the spoken/written language to represent signs is that there is no one-to-one correspondence between the words or signs in any two languages.”
  
  Also see, Chicago Styles Manual 17th edition Chapter 5 (page 223).
  
  i kindly request that you refrain from using full caps in gloss script when communicating with friends, colleagues, and/ or clients. While i know you did not intend any disrespect, it can sometimes be perceived as a form of distaste in some cultures.
  .
  Thank you for your time, support, and for your understanding as well as for your loving cooperation in this matter. i look forward to continuing our work together. and making huge leaps and bounds in prosperity. Beatitudes'.
  
  This is not a rejection. It is a public record of sentiments. Thank you for your time.
  
  With warm regards,
  
  
  Sir . . . p.p. Jamie Seed Camel Trust
  
  
  October the 16th
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 10/17/2024

  Dear Better Business Bureau, 

           The latest reply did not denite dissatisfaction. It was the only response option that you provided in which a text could be included. 

           The company has worked out the issue with this party and would like to close the matter as, "Being resolved ".

   

  Thank you.

   

• Initial Complaint

  Date:09/25/2024

  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 created an add on contract to my account and it was immediately put on hold. I was sent an e-mail that there is another account with my name on it. I formally disputed the account and they refused to remove my association with it. They stated that the credit card number used for the unauthorized account is different from mine but the name and address on the account is the same. In my formal dispute of the fraudulent account I requested the contract I supposedly signed for this other account, what services they provided that weren't paid for and all contact information associated with this fraudulent account as well as copies of all invoices they state need to be paid. They have refused to send me any information on this account and are refusing to unlock my other account which I have had for almost 24 years due to this fraudulent association with another unpaid account.

  

  Business Response

  Date: 10/02/2024

  Dear Mr. ***** ****,
  Your satisfaction is our top priority, and I sincerely apologize that your experience with our company has not met your expectations. Thank you for taking the time to share your feedback. Your insights are invaluable and help us identify the areas of our products and services that require improvement. 
  Please note that all outstanding debts must be settled prior to ordering new services with our company. If there is a conflict with the information in our system, we ask that you provide any relevant details via email. You can reach us at ********************************************************. 
  Accounts can often be created and managed by web developers, which may link multiple accounts under similar names. If you believe this applies to your situation, please contact your developer to facilitate communication with us regarding any alternate accounts.
  We have sent an email to the address on file for your account, including additional information. We take these matters seriously and are committed to resolving any disputes appropriately.
  Thank you for your understanding.
  Sincerely, 
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 10/03/2024

  [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: 22339289
  
  I am rejecting this response because:
  

  It does not address my complaint.  I am being fraudulently held responsible for an account that is not mine.   They have refused to follow the required steps in the law to disclose the information to me regarding this account which does not belong to me.  They have not provided any of the requested documentation regarding what is owed, invoices, etc.  Instead they simply say they are emailing the other account's email address (which is not mine and so I do not have access to it).  I still require them to send me the invoices they claim payment is due on as well as all information regarding the creation of this account which does not belong to me.  Alternatively, they should correctly, disassociate me from this other account and clear the debt on my account.
  
  Regards,
  
  ******* ****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 10/10/2024

  Dear ******* ****, 
  Thank you for your feedback.

  We have thoroughly reviewed the accounts in question and can confirm that all necessary documentation and billing details have been sent to the associated contact information on file. Based on our investigation, the account is correctly linked to your details, and the outstanding balance remains your responsibility.
  
  At this time, no further adjustments can be made regarding the association with the account. If you have any additional questions or need clarification, please contact our security team and security-******************************* directly.
  Sincerely, 
  
  ******** Smith 
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

  Customer Answer

  Date: 10/16/2024

  [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: 22339289
  
  I am rejecting this response because:
  

  Their claim is false.  They are linking the account with me based on my name only.  They refuse to send me verification of the debt or who authorized the fraudulent account to my e-mail address.  They will only send it to the address of they have on file for the fraudulent account.  It is impossible for me to respond to them about this account since they refuse to send me directly any details regarding it.  This is also a violation of the Fair Credit Reporting Act which requires them to send me details regarding an amount they state is owed to them.  Again, they are refusing to send me verification of the debt either via **** mail or via e-mail to MY e-mail address.
  
  Regards,
  
  ******* ****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 10/17/2024

  Mr. ******* ****, 

  Thank you for your feedback.
  
  We take your concerns seriously to clarify, we can only communicate sensitive account information to the email address on file for security reasons. This policy is in place to protect our customers' privacy and ensure the integrity of account management.
  
  As previously advised, our security team has determined that the account in question is linked by several contact details, including but not limited to the name on file, as well as several other accounts that have been with our company in the past and present that share the contact details listed on your account.

  If you believe the account is fraudulent, we encourage you to provide any relevant documentation to support your claim. Please contact our security team at security-******************************* with your information so that we can investigate further and work with you to resolve this issue.
  
  Thank you for your understanding.

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

• Initial Complaint

  Date:09/25/2024

  Type:Order 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 just want to cancel the contract I'm currently attached to by them, and they're making me jump through every hoop and webpage to cancel just for them to ask me to call to confirm. JUST CANCEL MY CONTRACT PLEASE. customer id: ********* ref number: K-************

  

  Business Response

  Date: 09/25/2024

  Dear Damontre *****,
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry for the frustration youve experienced while trying to cancel your contract. I understand that this process can feel cumbersome, and I appreciate your patience. 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 strive to make cancellations as straightforward as possible, but there are certain steps we must follow to ensure the security of your account. I assure you that your feedback is valuable, and we will work to improve this process in the future.
  To assist you further, we have sent an email to the address on file with the necessary steps for your cancellation. Please check your inbox, and if you have any questions or need additional support, feel free to reach out.
  Thank you for your understanding.
  Sincerely, 
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 09/26/2024

  [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: 22336822
  
  I am rejecting this response because:
  I responded to the email sent to me about 17 hours ago. 
  
  Regards,
  
  Damontre *****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 10/02/2024

  Dear Damontre *****,

  
  Thank you for your response. I would like to clarify that the contract was terminated, and confirmation emails were sent within 24 hours of receiving your cancellation request.
  
  I appreciate your prompt communication and would be happy to discuss any further details or concerns you may have regarding this matter. Please contact us at ****************************** or respond directly to our email communication. 
  Sincerely, 
  
  ******** Smith 
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

  
  

  Customer Answer

  Date: 10/03/2024

  [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,
  
  Damontre *****