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:04/03/2024

  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.

  Ionos did charge me for the the ************* although it was cancelled and confirmed by me over email ************

  

  Business Response

  Date: 04/11/2024

  Dear ***, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  
  Upon reviewing your concerns, we found that they were addressed and resolved prior to receiving notice of your complaint. Our records indicate that your contact regarding the cancellation occurred after the invoice and renewal were generated. Our support team promptly assisted you and confirmed your cancellation request, subsequently reversing the relevant invoice. However, due to the automated nature of our billing system, the renewal invoice was processed followed by a refund directly afterward. We apologize for any confusion or inconvenience this may have caused, as we acknowledge that this process was not clearly outlined during your interaction with our support team. Rest assured, we will provide this feedback to our ***************** team for training and quality improvement purposes. They will collaborate with the involved team members to explore better approaches for handling similar situations in the future.
  
  We want to assure you that your feedback is invaluable to us, and if there are any further questions or concerns you have, please don't hesitate to reach out to us here within the Executive Solutions team at ******************************. 
  
  We appreciate your understanding and patience as we work to improve our processes.
  
  Sincerely,
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  **************************************

• Initial Complaint

  Date:03/26/2024

  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.

  Ordered a website from this company, this company is promising to have websites and domains up and running within 48 hours and is not doing it, company claims that balance is owed on other products that I have and that once paid the new products will be activated within 48 hours and even after paying those balances company is still not activating products with promised 48 hour period, company is also creating new invoices that are not even 24 hours old and delaying new products that are being ordered because those invoices are pending not allowing enough time for those invoices to clear first, company is still not providing services after invoices have been fully paid. My Customer ID number is ********* and *********

  

  Business Response

  Date: 04/11/2024

  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 the importance of timely service and regret any inconvenience this delay may have caused you. According to our records, your concerns were resolved prior to receiving your complaint, and it was confirmed that the requested services were activated. However, the underlying issue lies in the inability to activate new services when there's an outstanding balance. With multiple active accounts, there might be a delay in activating new services if payment for another account is still pending.
  
  Your feedback regarding payment processing timeframes and account activation has been passed on to our Product Managers for consideration in future updates to our service.
  
  If there is anything further we can assist you with now or in the future, or further feedback you would like to provide, please do not hesitate to contact us here within the Executive Solutions team at ******************************. 
  
  Once again, we apologize for any inconvenience caused and we appreciate your feedback. 
  
  Sincerely,
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  **************************************
  
  

• Initial Complaint

  Date:03/18/2024

  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 purchased a domain site from ionos about a year ago. Then upon receiving an extraordinarily high bill that was nowhere near the quote, I immediately canceled it. It took forever to get through **************** then. I almost came to blows with a guy that was on the phone just to get him to cancel it. He assured me it was canceled. A year later I get a bill for $80. They just comes out of my debit card. It took over an hour to get a hold of someone and then it took over an hour for them to cancel it. This is archaically bad, the worst **************** I've ever ever been associated with please do not buy from ionos, ever

  

  Business Response

  Date: 04/03/2024

  Dear *****************************,
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention.
  
  Upon reviewing our records, we acknowledge that your initial request to terminate services was received upon order. While our support teammate promptly terminated the domain as requested, we regret that the full account termination was not processed at that time.
  
  However, please be assured that upon further investigation, we can confirm that in March 2024, a full cancellation was indeed processed, and the associated invoice has been reversed. We deeply regret any confusion or inconvenience caused by this delay in our service fulfillment.
  
  Additionally, we want to extend our sincerest apologies for the long hold times you experienced while trying to resolve this matter. We understand how frustrating this can be, and we recognize the importance of providing timely and efficient customer service. Please know that we are actively working to improve our processes to reduce hold times and better serve our customers. We value your feedback and will use it to improve our processes to prevent similar occurrences in the future.
  
  If you have any additional questions or concerns, please feel free to reach out to us here within the Executive Solutions Team directly at ******************************* We are committed to ensuring your satisfaction and are here to assist you in any way we can.
  
  Thank you for your understanding and patience in this matter.
  
  Sincerely,
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  **************************************
  
  

  
  

• Initial Complaint

  Date:03/18/2024

  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.

  Attempted to Cancel the charge of ****** on 03-0702024 1. Attempt to do it online. Ionos does not allow a cancellation on line. The send you an email stating you must confirm your cancellation by calling in.2. 03-07-2024: Called as requested to confirm cancellation.3. Received one email saying Cancellation revoked at 9:48pm 4. Received and updated email at 9:49pm of a Cancellation Confirmation 5. Told to wait up to 7 business days to receive my refund 6. On 03/11/2024 Ionos Double Billed me. Charged ****** 7. Now $368.88 taken from my Account 8. Called PayPal started two disputes one for each charge, Thankfully I was not dumb enough to allow Ionos access to my account directly 9. Been waiting on PayPal: 10. Called Bank they did refund ****** 11. Ionos says they are working on it as this was a technical difficulty. Though upon research found they do this trick often.12. 03-18-2024 still awaiting refund.

  

  Business Response

  Date: 04/02/2024

  Dear *********************, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  
  Upon reviewing your account, we have identified an issue stemming from a technical bug within our system, resulting in inadvertent double billing for some of our valued customers, including yourself.
  
  We sincerely apologize for any inconvenience this may have caused. As soon as the issue was brought to our attention, our backend teams immediately prioritized resolving the matter. They swiftly implemented a fix to rectify the technical glitch, ensuring that any additional charges were automatically reversed.
  
  However, we regret to inform you that there was an additional complication with PayPal refunds. Initially, some refunds attempted to process through PayPal were declined due to an unforeseen error. We promptly addressed this issue and resubmitted the refunds, ensuring that they were successfully processed.
  
  Please note that if you had initiated a dispute through the PayPal dispute process, any reversal of payment would have been handled directly by PayPal. Rest assured, our team has diligently reconciled your account, ensuring that it is balanced and in good standing.
  
  We understand the frustration and inconvenience caused by this error, and we sincerely apologize for any disruption to your experience with us. Your satisfaction is of the utmost importance to us, and we appreciate your patience and understanding as we worked to resolve this matter.
  
  Should you have any further questions or concerns, please do not hesitate to reach out to us here within the Executive Solutions Team at ******************************. 
  
  Once again, we apologize for any inconvenience caused and thank you for your continued support and understanding.
  
  Sincerely,
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  **************************************
  
  

• Initial Complaint

  Date:03/11/2024

  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.

  I have been under a two year contract with IONOS for my website www.starfura.space.Two weeks ago, an IONOS billing department representative stated my website builder is active and my latest payment was made on March 1st 2024. Yet, for the past three months, every time I call IONOS ************** Team, they said "We will contacting billing and get back to you." I need service I paid for.

  

  Business Response

  Date: 03/14/2024

  Dear Mr. **** FURY, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  
  Upon investigation, our back end team has identified a technical glitch that led to the inadvertent cancellation of your ************** features. We acknowledge that this situation falls short of the level of service we strive to provide, and as such we have taken immediate steps to rectify it.
  
  Nevertheless, while addressing the issue, the service was again activated, however, important aspects were overlooked. Please rest assured that your case has been elevated as a high priority. Our dedicated back-end team is actively engaged in resolving the matter. You can expect them to reach out to you shortly, presenting various options for the most suitable next steps to cater to your requirements.
  
  As a token of our apology for the inconvenience caused, once a resolution is agreed upon, a credit will be applied to your account to be used towards future invoices. This gesture is a small token of our commitment to making things right and demonstrating our appreciation for your patience and understanding throughout this process.
  
  Once again, I apologize for any frustration or inconvenience this situation may have caused you. Thank you for your continued patience and understanding. If you have any further questions or concerns, please do not hesitate to reach out to us directly.

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

  Customer Answer

  Date: 05/08/2024

  I recently paid for TWO websites to be created. I was told it would take three weeks. The first website was relaunched with the old website design. The second website was not delivered. When I asked to speak with a supervisor in the United States I was told I can only speak with the designed team. The same design team that started the problem.

  

  Business Response

  Date: 05/10/2024

  Dear Mr. **** FURY, 
  Ensuring customer satisfaction is our primary objective, and I'm genuinely sorry that your experience with our company hasn't matched your expectations.Thank you for taking the time to share your feedback with us. Direct input from our customers is invaluable as it guides us in refining and improving our products and services.
  We are saddened to hear about the ongoing frustration and unresolved issues you've encountered. It's entirely reasonable to anticipate timely delivery of both websites and to feel let down when that expectation isn't met.  While our Design Team exclusively handles design service requests and is best equipped to assist you, we recognize your preference to speak with a US-based supervisor. I have forwarded your concerns to both the Design Team and a supervisor based in the ** who oversees the service you've contracted with us. Please check your email at your earliest convenience and respond directly so they can promptly address your concerns. Your satisfaction remains our highest priority, and we are fully dedicated to achieving a resolution.
  Once again, we apologize for the recent inconvenience you've encountered and appreciate your patience as we work towards resolving this matter.
  Sincerely,
  ***************************;
  Executive Solutions Manager
  IONOS, Inc.
  **************************************
  
  

• Initial Complaint

  Date:03/11/2024

  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.

  1&1 Ionos has a KNOWN issue where it is DOUBLE BILLING customers. When contacting the company, they said they could not reverse the charges. This has led to both double billing AND an overdraft in my account. They said it was impossible to make this right. If a company has a known issue where it is double billing customers, why isn't it pro-actively contacting customers and making this right? Instead, it is KNOWINGLY double-billing people, causing accounts to overdraft, and relying on CUSTOMERS to seek them out to fix it. Then they drag their feet on actually reversing the charges. I can go to Lowes and get a refund IMMEDIATELY. There's no reason one should have to wait 3, 5, 7, days or even 30 days (!!) to get a refund. This is malicious and fraudulent behavior.

  

  Business Response

  Date: 03/14/2024

  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 have attempted to reach you through the telephone number on file and have left a message, I am sorry to have missed you. Due to a technical bug in our system, some customers have been inadvertently double-billed for their recent invoices.
  
  We are actively working on resolving this matter with the highest priority, and we apologize for any confusion regarding the resolution process. Our backend teams are diligently addressing the issue, and our status page is being continuously updated to keep you informed. You can check the status at *********************************************, and opt in for updates on any future developments. Rest assured, once the solution is implemented, any additional charges will be promptly reversed.
  
  I deeply apologize for any inconvenience this may have caused. While we understand the importance of accurate billing and transparency, we regret that a proactive notification wasn't initiated and your feedback has been relayed to our product and service management teams for future paths that can be taken to avoid this from happening in the future..
  
  We remain dedicated to resolving this issue as quickly as possible and ensuring a positive customer experience. Your patience and understanding during this time are greatly appreciated. Should you require assistance, our support staff is available round the clock. Alternatively, you can reach out to our team directly at ******************************. 
  
  Again, we thank you for your patience and your feedback.
  
  Sincerely,
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  **************************************

• Initial Complaint

  Date:03/10/2024

  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.

  ******** Law Offices has been paying this company monthly starting in September 2023 for website design services. As of the date of this complaint not one thing has been done. When attempting to cancel our services they told us we had a contract. I did not sign a contract and asked that they provide the one I supposedly signed. They admitted they couldn't find a contract. We managed to finally cancel the subscription online and removed access to any account they used to get paid. We have since tried to get an appointment set up to get our money refunded to us in the amount of $351.02. The only communication they allow for setting up an appointment to discuss the refund is by email. They are no longer responding to our emails so we can't get our money back despite numerous efforts.

  

  Business Response

  Date: 03/19/2024

  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 lack of progress on your website design services and the difficulty you encountered in canceling your subscription and obtaining a refund. I want to assure you that this does not align with the level of service we strive to provide to our customers.
  
  Upon reviewing your account, I can confirm that the website design service was not provided as intended and we have issued a refund of all the associated fees. You should expect to see the funds returned to your payment method on file within 7 business days. I have attempted to reach you through various phone numbers provided and have left messages, I am sorry to have missed you. Furthermore, an email containing the next steps to fulfill your request has been sent to the email address associated with your account. Kindly take a moment to review the email at your earliest convenience and respond directly. We will promptly proceed with processing your request upon receiving confirmation. It is important to note that action cannot be taken until confirmation is received.
  
  Moving forward, I assure you that we are taking steps to improve our communication channels and customer service processes to prevent similar issues from occurring in the future. Your satisfaction is of utmost importance to us, and we are committed to providing you with the best possible experience.
  
  We appreciate your feedback and your business and look forward to serving you better in the future.
  
  Sincerely,
  ***************************
  Solutions Manager
  IONOS
  
  

  Customer Answer

  Date: 03/21/2024

  [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. 

  The Company refunded all of our money for which we were very appreciative.  ********'s response was very kind.

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

  
  

• Initial Complaint

  Date:03/05/2024

  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.

  Ionos is threatening to go to collections over me not using their services. Plain and simple I made an account in December (maybe). I dont recall this at all, I have never utilized their services besides making the account. I was unaware that this would be an actual contract. I was a minor at the time of apparently agreeing to the contract which I thought was just a trial. Im not even sure how legal it was for them to do this as I was a minor when this was agreed to. They have no age verification as evident when signing up. Im willing to pay this but they will be dealing with a lawyer after. They have non existent support to help you. I allegedly owe $36.80, Ill also add I was charged twice for one month on the same day as evidenced in the screenshot.

  

  Business Response

  Date: 03/06/2024

  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. 
  
  Based on the details outlined in your complaint, we have initiated a 14-day cancellation period for your My Website Now Starter contract ******** and MyWebsite Now Starter contract ********. As a gesture of goodwill, we have cleared the outstanding balance. It's important to understand that upon cancellation, all associated data, domains, emails, and web files will be permanently deleted and cannot be recovered. A confirmation email has been sent to the email address linked to your account.
  
  Please note that while age verification is not explicitly required at the time of ordering, our terms and conditions (section 8.18) clearly stipulate that individuals must be over the age of 18 to obtain services with our company. This requirement is in accordance with industry standards and legal regulations governing online service providers.
  
  Once again, we apologize for any inconvenience this situation may have caused. If you have any further questions or concerns, please do not hesitate to reach out to us here within the Executive Solutions team at ******************************.
  
  Sincerely,
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  **************************************

  Customer Answer

  Date: 03/06/2024

  [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:03/04/2024

  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 paid for my domain from this company and out of nowhere I just have hidden fees of up to ********************************************************************************************************************** and make something that is already impossible for me to do, which is pay, more impossible and stressful. I only had a few dollars and decided to buy some cheap domains and now I owe *************************************************************************************************** big trouble. At this point, I do not care if I lose the domains associated with my account.

  

  Business Response

  Date: 03/06/2024

  Dear *************** , 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  
  Upon conducting a thorough review of your account, we have identified that the services in question; RankingCoach Advanced (contract ********) and My Website Now Plus (contract ********) were added through the customer's interface on the same date as the domains with order confirmation of the services sent to the email address on file. However, we fully understand your frustration, and we are committed to addressing your concerns promptly and fairly.
  
  In light of this, we would like to offer a resolution by processing a termination of the unwanted services and clearing the balance due. It's important to note that upon canceling these contracts, all associated data, domains, and emails will be permanently deleted and irretrievable.
  
  If you would like us to proceed with this request, please confirm your decision by replying to the email sent to the email address on file for the account in question. Alternatively, you are able to  contact us directly here within the Executive Solutions Team at ******************************* We want to ensure that you are fully informed and comfortable with the consequences of terminating these services. Once your confirmation is received we will process the termination and clear the balance due. 
  
  Once again, we apologize for any inconvenience caused, and we appreciate your patience and understanding as we work to resolve this matter to your satisfaction.
  
  Thank you for your cooperation, and we look forward to hearing from you soon.
  
  Sincerely,
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  **************************************
  
  

• Initial Complaint

  Date:02/23/2024

  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.

  Ive never had an account with **********************. I had a charge about 1 year ago in which I called and stated I had never created the account or used my card with them. They understood and stated they would cancel the account. A couple weeks ago I got a $360 charge out of nowhere(still have never used there services).I called to let them know this was fraudulent and got no help. The support man was arguing and being disrespectful saying how is this not your account.So like any person with a fraudulent charge that the company denies, I submit a chargeback. I then get a call from them with more childish behavior. This morning and email threatening collections. I feel harassed by this company for the last year I invest in real estate and if Im sent to collections it will hurt my upcoming loans. I want to ensure this wont happen to save everyone time and money. My lawyer has let me know I have a case for harassment and damages if collections impacts my ability to continue my investments.

  

  Business Response

  Date: 02/28/2024

  Dear ***********************, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. Thank you for your candid feedback regarding your recent experience. We want to express our sincere apologies for the inconvenience and frustration caused by the unauthorized charges and the subsequent interactions with our support team.
  
  We're pleased to inform you that your concern has recently been addressed by our social media team. The account in question has been terminated, the balance has been cleared and all notifications have been sent to the email address associated. We understand the importance of resolving this matter promptly and ensuring that it does not impact your investments or financial standing.
  
  Please rest assured that we take these issues seriously, and we are actively working to prevent any similar incidents in the future. Your feedback is invaluable to us, and we appreciate your patience and understanding as we strive to improve our services.
  
  If you have any further questions or concerns, please do not hesitate to reach out to us here within the Executive Solutions Team directly at ******************************* We are here to assist you in any way we can.
  
  Thank you for bringing this matter to our attention, and we hope to have the opportunity to restore your trust in our company.
  
  Sincerely,
  ***************************
  Solutions Manager
  IONOS