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:09/19/2024

  Type:Delivery 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.

  am paying for email account. it stopped working 1.5 weeks ago. was told on 9.18.24 at 1420 hrs that they had an update and there was a missing exchange *********************************************************************************** about an hour. on 9.19.2014 at 1022hrs i can not send or receive emails from this account.

  

  Business Response

  Date: 09/25/2024

  Dear Mr. ***** *********, 
  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 crucial email communication is, and Im sorry for the inconvenience caused by the interruption. I want to assure you that your concerns were addressed prior to receiving your complaint. Our support team worked to resolve the issue related to the missing Exchange 3019 record, and we hoped to restore your service quickly.
  We genuinely value your business and are committed to providing you with the best possible support. If you are still having any issues or if theres anything more we can do to assist you, please dont hesitate to reach out to our team directly at ******************************* Your satisfaction is very important to us.
  Thank you for your understanding, and again, I apologize for the inconvenience you faced.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:09/19/2024

  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.

  I am filing a formal complaint against IONOS *** and ********* Services regarding an invalid charge and subsequent collection notice. Earlier this year, I subscribed to services from IONOS ***. After a period of using these services, I decided to cancel them as they were no longer needed. I followed the necessary steps to cancel, and I was under the impression that the cancellation was successful and that no further charges would be incurred.However, on September 17, 2024, I received a collection notice from ********* Services, claiming that I owe a balance of $32.06 to IONOS ***. This was surprising to me, as I had already canceled the services, and therefore should not be held responsible for any further charges. The collection notice indicated that this debt was due and payable immediately, with the threat of further action if I did not comply.IONOS never contacted me for any additional charges. My website was paid for the year and I did not select a renewal option. The further escalation from debt collector without an attempt of IONOS to resolve the matter leave me no choice but to address this issue through the collection agency and now through the Better Business Bureau (BBB). The actions taken by ********* Services are concerning. The attempt to collect a fee for a service that was canceled is not only unfair but also causes undue stress and concern about potential damage to my credit report. This situation has been distressing and has caused significant inconvenience.I am seeking the BBB's assistance in resolving this matter. I request the following:1. Immediate cancellation of the outstanding debt of $32.06.2. Written confirmation from IONOS *** and D&A ************** that the debt has been canceled and my account is clear.3. Assurance that no further collection actions will be taken and that this issue will not affect my credit report.

  

  Business Response

  Date: 09/23/2024

  Dear **** ***, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry  for the confusion surrounding your recent service renewal and invoicing. 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 case, I see that your service was renewed prior to our receiving your cancellation request. This automatically generated a renewal invoice. When you subsequently canceled the service, this resulted in a prorated credit invoice rather than a full cancellation. We understand how this situation could lead to frustration, and we genuinely regret any inconvenience this has caused you.
  To help prevent this from happening in the future, I want to emphasize the importance of submitting cancellation requests prior to the renewal date. This ensures a smooth process and avoids any unwanted invoicing. We strive to make our processes as clear as possible and appreciate your patience as we work to improve.
  As a courtesy, we have cleared the remaining balance on your account. The process of removing the balance from collections and clearing it from our system can take 2-3 business days to complete, so you may receive notifications about the balance still being due in the interim but these can be disregarded. I also wanted to confirm that when a balance is passed to collections, we stipulate with the collection agency that it have no effect on the customer's credit history and it is not reported to credit bureaus.  A balance is only passed to collections when it has been overdue for more than 60 days in our system.
  We hope this action reflects our commitment to your satisfaction and our desire to make things right. Additionally, we will be providing feedback to our support team to ensure that we address these types of issues more effectively in the future.
  If you have any further questions or require additional assistance, please dont hesitate to reach out to our team directly at ******************************* Were here to help and want to ensure you have a positive experience moving forward.
  Thank you once again for your understanding and for giving us the opportunity to resolve this matter.
  Sincerely, 
  
  ******** Smith 
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

  Customer Answer

  Date: 09/23/2024

  [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:09/15/2024

  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.

  I purchased another domain name from this company after they allowed another company to steal my original domain name. I told them over and over the only thing I needed was a domain name because my nonprofit has a nonprofit services that include webpage and other services they charge for. I was continuously billed and had to call them several times for them to correct my account. Despite my best efforts, they continued to charge me for website hosting unbeknown to me so when I attempted to set up my nonprofit's website with ****** and needed to attach my domain name they kept telling me I owed them money for services I did not request.

  

  Business Response

  Date: 09/26/2024

  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. 
  We understand how important it is for nonprofits to have reliable support, and we regret that we fell short in meeting your expectations. Our team strives to provide clear communication regarding our services, and we are sorry for any confusion regarding your account and the charges you incurred.
  We are dedicated to resolving this matter. We have tried to contact you at the phone number listed in your complaint and have left a message. Additionally, we sent an email to the address you provided; please check your inbox at your earliest convenience and respond directly. We would appreciate the opportunity to discuss your account further to address any outstanding issues and ensure your needs are met going forward.
  Once again, we apologize for any inconvenience and appreciate you taking the time to share your feedback.
  Sincerely, 
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:09/14/2024

  Type:Product 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 have been billed for the amount of $15.00 but I have not used the product since I order it on 01/09/2024 due to it being hard for me to figure out and not really having a need for it after all. I contacted customer care and asked them if I could cancel it and I have done so on 08/25/2024. When I did cancel on this date I was told that after doing so in my account that I needed to call and confirm the cancellation. I called but was on hold for a while for at least 30 minutes when I decided to hang up due to the long wait. I look back at my account and it says that the contract will not be canceled until 1/09/2025. That's a while to keep having money coming out for a product that I am not using and will not be using. If possible I would like for the product to be cancelled as soon as possible and the $15.00 balance cleared off my account. I'm currently going through a hardship right now and any amount of money will help at this moment. May not be much to you guys but it's something to me and my family. The contract I am speaking about is number "********" for the "IONOS ***************** and my customer number is "*********"

  

  Business Response

  Date: 09/16/2024

  Dear *******************************,
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry  for the frustration this situation has caused, especially during a challenging time for you and your family. We truly understand how every bit of financial relief matters, and we're here to help. I also 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. 
  Our records show that you ordered the service on 01/09/2024, and we acknowledge your request to cancel on 08/25/2024. Our team has provided feedback regarding your request, and due to the contract terms agreed upon when you signed up, the cancellation is scheduled to be processed at the renewal date of 01/09/2025.
  We understand this can be difficult, especially when you no longer need the product. Please know that billing is based on the allocation of resources, not usagesimilar to how a cable provider bills for access, even if the service isnt actively used. We realize this can add to your frustration, and we're truly sorry for any confusion or inconvenience this has caused.
  To further assist you, weve sent an email with more information to the address on file. Please feel free to reach out if you need any further help or clarification. Were here to support you, and we want to ensure this situation is handled as smoothly as possible.
  Sincerely, 
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 09/18/2024

  [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:09/11/2024

  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 purchased a ****************** that was supposed to replace my Etsy store from ****. Upon my initial consultationon 8/21/24 with Patience, both parties agreed that this would not fit my needs as this is not a web design for Ecommerce. I immediately reached out to **** (8/21) to cancel, and he referred me to a cancellation phone number. I called when I saw his email on 8/23 and spoke to ******. She said she would open a ticket to cancel and escalate. I followed up on 8/28 and spoketo **** who confirmeda ticket was opened and there should be no issues. Someone would follow up with me soon. I called on again 9/6 and spoke to ****, ******, and ******* after beingtransferred to different departments. I did my due diligence to cancel upon my FIRST interaction in whichthe Design Team confirmed I should do as well. I cannot get IONOS to help me. They misled me on what I purchased and refuse to own up to that. I should not have to pay monthly for a service that does not provide ECOMMERCE web design which is the only reason I signed up.

  

  Business Response

  Date: 09/13/2024

  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 your frustration regarding the initial consultation and the misalignment between the service purchased and your expectations for an eCommerce solution. I want to assure you that your feedback has been forwarded to our management team for review and improvement, and we want to assure you that this does not align with the level of service we strive to provide to our customers.
  After reviewing your case, I can confirm that your cancellation request has been processed, and the associated charges have been refunded. Please allow up to 7 business days for the funds to be returned to your payment method on file.
  Moving forward, we are taking proactive steps to enhance our communication and customer service processes to prevent similar issues. Your satisfaction is a top priority for us, and we remain committed to delivering an improved experience.
  We truly value your feedback and appreciate your business. We look forward to serving you more effectively in the future.
  Sincerely, 
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 09/20/2024

  [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:08/28/2024

  Type:Service or Repair 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.

  For the last two years I have been receiving phishing attacks from IONOS customers. Everytime I report these sophisticated phishing emails to their abuse team, I get no response from and the level of sophistication increases as the same scammers continue to use IONOS servers in an attempt to compromise my financial accounts. I have repeatedly asked to be put on IONOSs global exclusion list but has also been denied. In the most recent attacks the scammers (IONOS customers) were using ********** to anonymize their point of origin server being IONOS, almost as if IONOS abuse team is telling them be more careful next time and dont let it come back to us, this is my last attempt to get you company to do something before I take legal action and pursue this in court.

  

  Business Response

  Date: 09/06/2024

  Dear ***********************, 
  Thank you for bringing this matter to our attention, and we sincerely apologize for the distress and frustration caused by these phishing attacks. We take reports of abuse and misuse of our services very seriously and want to assure you that your concerns have not gone unnoticed.
  Upon receiving your reports, our abuse team investigates each case thoroughly to ensure that any misuse of our platform is addressed promptly. While we aim to maintain transparency in our communications, we understand your frustration at the lack of direct feedback. We will work to improve this communication and provide more clarity on the actions taken in response to reported issues.
  Based on the information provided in this complaint, we have been unable to locate the offending individuals within our system. Our investigation indicates that the phishing attempts are originating from alternate registrars and hosting companies. If you are able to confirm the host IP address from ********** and provide any relevant logs, this would greatly assist us in further pinpointing the source and taking the necessary action.
  We also want to clarify that we do not offer a global exclusion list. However, we are committed to working with you to minimize future phishing attempts and ensure that your reports are handled with urgency.
  We do not condone any form of abuse or fraudulent behavior on our platform, and we assure you that we are coordinating with relevant partners to prevent further incidents.
  Thank you for your patience and for allowing us the opportunity to address this matter. If there are any additional details you would like to share, or if you have further questions, please feel free to reach out to our team directly at ******************************* Alternatively, we have emailed the address associated with this complaint, and you are welcome to reply directly to that message.
  Sincerely,
  ***************************
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 09/06/2024

  [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: 22207721
  
  I am rejecting this response because: **********s abuse team identified your server as the server responsible. Your customers were utilizing your servers as their point of origin and then using ********** to anonymize their point of origin. If you do not identify your customers or refuse to take action against them then this complaint is not resolved. I just responded to ******** via email with a formal response. At the end of the day if this ends up having to go to court I can simply subpoena your server and find their information that way. I refuse to believe that they were magically able to use your servers at such a massive scale for a period of multiple years and your team has no ability to track it. Let me know when youve located your customer and taken appropriate action and I will close out my complaint, until then its not resolved. This would also be with the understanding that future attacks will result in a lawsuit. Thank you

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

  
  

  

  Business Response

  Date: 09/09/2024

  Dear ***********************, 
  
  We have requested additional details regarding the sender as the information provided in your complaint does not currently allow us to locate an IONOS customer. We are more than willing to assist once we have the necessary information to identify the responsible parties. Your cooperation is crucial for us to take appropriate action.

  We appreciate your patience and look forward to working with you to resolve this issue. Please let us know if you have any additional information or questions in the meantime.

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

  Customer Answer

  Date: 09/09/2024

  [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: 22207721
  
  I am rejecting this response because: you informed me that you are not the company responsible even though you are listed by WHOIS and ICANN as the server behind the ** address that conducted the phishing attack and several other attacks. Additionally, ************ Compliance team listed YOUR SERVER as the one responsible and I provided you with that email. I provided you with the header, link attachments, and screenshots as well as redirect links and their source. I have provided more than enough evidence to find your customer. You claim that it was ********************* but would not tell me how you came to that conclusion. ********************* informed me that it is not them and in fact your company I have included a copy of the BBB report as well. I have three different organizations claiming your company is responsible and I have your allegations that it appears to be someone else but "cannot tell me how you made that determination". Initially you state you investigated now you are deflecting and saying that "I did not provide sufficient evidence". What evidence do you require that I have not provided? At the end of the day someone is responsible and so far, you are the only one that has shown to be disingenuous with your claims. You never at any point stated anything about needing more evidence until now. This last attack was the one where I decided that legal action will be taken, I sent several other emails to you and received 0 responses back it was not until I began submitting requests to federal agencies like BBB that you started to take me seriously. Were all the other complaints linked to your servers with these customers also magically someone else? Oh, by the way they were all the same scam and same exact group based out of the ******************* I can send you the source code from their website since I'm sure they'll conduct another phishing attack from your server again. It's their server of choice or at least the only one they like to "pretend to use". If I was to spoof servers as you seem to claim they're doing, why would I pick the same exact one to spoof every time?
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/13/2024

  Dear ***********************, 

  Thank you for your continued patience as we work to address your concerns. Please note that, despite our ongoing efforts, we are unable to proceed with the investigation without the specific information we have repeatedly requested.
  While we have reviewed the documentation you provided, we have not identified the source of the issue but have instead pointed out the registrar of the domain, the email server, and the hosting server, all of which belong to other companies, as outlined in the documents attached to this complaint. Additionally, we have requested the host IP for our server in order to conduct a thorough investigation. Unfortunately, this information has not yet been provided.
  To resolve this matter promptly, we kindly ask that you provide the host IP associated with IONOS, which ********** should have on file. Once we receive this information, we will move swiftly to address your concerns.
  We appreciate your cooperation and look forward to resolving this as quickly as possible.

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

  Customer Answer

  Date: 09/16/2024

  [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. 
  

   

  I cannot blame your company for **********s refusal to provide the actual IP. I still find it odd that they would be so quick to throw your companys name out and yet refuse to provide an actual IP so you can investigate. I included you in the email correspondence but have yet to hear back from them. Regardless of whether you are the company responsible or not I just wanted to see an attempt from your end to resolve this. I had sent you numerous reports in the past separate from the latest one and never received as much as a confirmation until I filed this BBB complaint. My hope is that in the future you will look into my reports. Previous reports were not anonymized through ********** servers and listed your company as the source. Its the same group. I will close this out my only request is please ensure my email is added to your global exclusion list AKA Global Blacklist so that it would not be possible to send me emails from your servers in the future. I am satisfied with the outcome, thank you. 
  
  Regards,
  
  ***********************
  

  
  

• Initial Complaint

  Date:08/26/2024

  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 had a very frustrating experience with IONOS. I received a call from them offering a marketing service and rating for my website. After signing up, I realized the service was for a completely different website. Trying to cancel this service was a nightmare. The online cancellation process is terrible, filled with hurdles that ultimately forced me to call customer service. Even after calling, the representative informed me that I was somehow signed up for a year-long contract, and there was no way to cancel it.It feels like IONOS deliberately makes it difficult to cancel services that I am not using at all. Somehow, they placed me under a one-year contract through some fine print and continued to charge me despite my attempts to cancel. Initially, they quoted me $3, but they later added other services and increased the prices. Now Im stuck in a contract that I can't get out of.This is a very bad business practice, and its clear why the company has such a low rating1.12 stars out of 93 reviews. I would not recommend doing business with IONOS to anyone.

  

  Business Response

  Date: 09/09/2024

  Dear **************, 
  On behalf of IONOS, I would like to sincerely apologize for any inconvenience associated with your account. Our records indicate that we have recently addressed your concerns and the contracts in question have been terminated and the most recent invoices have been refunded.  For the records of this complaint, please review the following email(s)from 8/28/2024 that are listed below:

  
  Dear ************** (Customer ID: **********,
  Thank you for contacting us.
  Customer satisfaction is our top priority, and on behalf of IONOS, I am sorry to hear that your experience with our company has not met your expectations. I appreciate the time spent 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 apologize for the confusion surrounding the marketing service, the contract terms and the cancellation process. When signing up for your service there is a 30 day money back guarantee that allows cancellation within the first 30 days. After the initial 30 days, you are committed to the contract terms. However, you can request the deactivation of auto-renewal through the control panel. While we cannot offer a refund after the first 30 days, we will ensure that your account is set for cancellation at the time of renewal. This information can be found within our help center here: ****************************************************************************************************************
  Its concerning to hear that the service you received did not match your expectations and that the cancellation process was challenging. This is not the standard of service we aim to provide, and we are taking your feedback seriously to improve our processes.
  We see that a request to terminate several contracts has been made. However, as they were made outside of the 30 day trial period, the effective date is upon renewal of the contracts (21.Jan.2025), in accordance with our terms and conditions. The terms were provided at the time of the order and included in the confirmation email once the service was activated.
  If you wish to terminate the services listed below immediately, with your permission in reply, we can revoke the initial termination request (you will receive a confirmation of the contract termination revocation) and set the contracts to terminate with an immediate effect. Please confirm, you are aware that in terminating this service all data, domains, emails, web files etc will be deleted and unrecoverable. Once we receive your confirmation we will process and reverse the latest invoice, as a one time courtesy. 
  IONOS *************** Plus contract 9991113
  IONOS Rankingcoach Advanced contract 99911128
  We appreciate your understanding and look forward to your reply. Should you have any further questions or concerns, please do not hesitate to contact us.
  Sincerely,
  ***************************
  Solutions Manager
  IONOS

  
  Hello,
  Terminate both services immediately. Does it mean I won't receive any
  refunds and my account will be charged til the end of the year?

  
  Dear ************** (Customer ID: **********,
  Thank you for your reply.
  We have processed the cancellation of the below contracts and reversed the latest invoices. Please allow 3-5 business days for a refund in the amount of $45 to post to the payment method on file. Upon the termination date listed in the cancellation confirmation emails sent to the email address on file, the services will no longer invoice moving forward. (30.AUG.2024)
  IONOS *************** Plus contract 9991113
  IONOS Rankingcoach Advanced contract 99911128
  Should you have any further questions or concerns, please do not hesitate to contact us.
  Sincerely,
  ***************************
  Solutions Manager
  IONOS

  
  Thank you for your assistance.

  
  Please feel free to reach out to us here within the Executive Solutions Team at ****************************** if you have any additional concerns or need further assistance.
  Sincerely,
  ***************************
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

  
  

• Initial Complaint

  Date:08/26/2024

  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 have been trying to cancel a service that has never been used for 3 yrs now. They call me 30 days after they bill me trying to upsell me when I tell them i have cancelled. Everytime I call to cancel the connection conveniently gets bad and they hang up. Check your quality assurance recordings I expect a refund and Im going to the bank to reverse the charges. I have never used the service. I dont want to hear about a contract that doesnt allow me to cancel. These people need to be investigated by the ftc.

  

  Business Response

  Date: 09/09/2024

  Dear Mr. ******************************************** 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 a thorough review of your concerns, we were unable to locate any case history that corresponds to the issues you mentioned. We understand how frustrating this can be, and we regret any inconvenience you've encountered. For clarification, our services are billed based on allocated resources rather than usage. As such, the service remained active, and invoices continued to be generated as we did not receive a prior request for termination.
  According to our records, the IONOS MyWebsite Now Online Store contract ******** along with domain bodyhoney.club is up for renewal on 24.Sep.2024. Please note, you have the ability to request the deactivation of your services at any time through your control panel. For step-by-step instructions on how to process this, please visit: ************************************************************************************************************************************
  Alternatively, you can contact our cancellation department at ************** or ********************************* with your cancellation request. 
  We have sent an email to the address associated with your account to assist you further. Please respond at your earliest convenience, and we will be happy to help. Once again, we apologize for any inconvenience and appreciate you taking the time to share your feedback.
  Sincerely, 
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:08/18/2024

  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.

  IONOS is the hosting provider for PeopleByName.com. It recently come to our attention that PeopleByName is actively publishing/sharing and selling personal private information with no discernible way to opt-out. Even for California residents with the legal authority to do so. Mine, as well as my familys information is being publicly disseminated on this website. We have reached out personally to the website to request this be put to a stop with no luck. It seems they do not respond to support requests submitted through the 1 contact option they offer. Which is a contact form on their website. No email option. Nobody answers the phone option. No postal mail option. The website lists our full names, phone numbers, Current and previous Home Addresses, Family Members Relatives, Social Media Profiles, Dates of Birth, and photos. We are looking to get this information removed as we have suffered from identity theft issues in the past. Having our personal private information posted publicly is not ideal. Our information is listed here: ************************************* ****************************** Age 38 (Born Dec 1986)************** ******************************* 1302 ***************************** As Well As: Record ID: *********, and Record ID: *********

  

  Business Response

  Date: 09/03/2024

  Dear *****************************, 
  I wanted to thank you for taking the time to provide your feedback. We take concerns about privacy and data protection very seriously. As the domain registrar for PeopleByName.com, Ionos is responsible for the registration of the domain; however, the website itself appears to be hosted elsewhere. Despite this, we understand how distressing it can be to have your personal information shared without your consent. The actions described in your complaint appear to be a violation of our Terms and Conditions, which prohibit the misuse of personal information.
  Please rest assured that we are handling this matter urgently. We are currently investigating this issue further and will take appropriate action in accordance with our policies.
  If you have any further concerns or need assistance, please feel free to reach out to our team directly at ******************************* We are here to help in any way we can.
  Thank you for bringing this matter to our attention. We are committed to ensuring our services are used responsibly and hope this situation is resolved promptly.
  Sincerely,
  ***************************
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:08/15/2024

  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 tried to pay by internet from their website; IONOS, but It always not working, so I asked to supervisor about payment system problems and she said, "Ok, then we can try to payment for you." So, I called to my credit card company; ****** account ***** "Please give money to IONOS when they charge my card; amount $48.00 and I called to IONOS company and one of worker in IONOS, he said, "Ok, the website not accept your payment then, I will pay for you in my hand." So, I gave all my credit card number(ending #***** on ***********. And he charged my card. and I asked for conformation number, but he didn't give and he said, " I will give all information for payment by email." So, ok. send me conformation number to my email; *************************** but they didn't send and after 3 days later, my ****** account didn't pay to **********************. So, I complain to ******. they said, somehow the system block my account, so they can't paid. I really don't know It's IONOS accounty system problem or other hacker hacked my account on ********************** because several time, I tried to pay the payment but it won't work and, the ****** want to pay to IONOS. The problem is IONOS customer payment system is problem that they charge first $1 and later after 5 days remain the payment processing time. it's not good to the customer because that time, I guess one of worker or other hacker can hacked systme for trick the money. I am the customer, I really to pay for my website to continue to work on it, So, I was willing to tried waht I can do my best, but the IONOS company intendly didn't solve the problem and keep tried to delay the payment system and right now they said" you didn't pay the payment so, we sent collection agency" That is fraud the customer account. it's very cunning servcie what did they do. I need investigate how this company fraud the customer account.

  

  Business Response

  Date: 08/19/2024

  Dear ************** ***********, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry for the frustrating experience youve had with our payment system and the lack of clarity in our communication. 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. 
  From your account, it appears there were several breakdowns in communication, and we would like to provide some clarity.
  Please be aware that your account underwent the standard ******* process, which is designed to keep you informed about your account status and any outstanding balances. In your case, multiple notifications were sent to the email address on file, as well as to the notification center within your control panel.
  Regrettably, when payment was not received within 60 days, your balance was forwarded to a collection agency, which is standard procedure for overdue accounts. However, this action does not impact your credit history.
  We understand that you attempted to update and pay the balance at the end of July, but the payment was declined. We provided several updates on this issue to the email address on file and the notification center. 
  Thank you for settling the balance via ****** wire transfer, at your earliest convenience, please update the payment method on file to fully restore all services. 
  We hope this information has been helpful, and we look forward to working with you in the future. 
  Should you have any further questions or require additional assistance, please dont hesitate to contact us here within the Executive Solutions team at ****************************** 
  Sincerely,
  ***************************
  Executive Solutions Manager
  IONOS, Inc.
  *************************************