ComplaintsforIONOS, Inc.

• Initial Complaint

  06/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Wed 6/2/21 Called in to cancel 6 domain names I had purchased the year before. Shuttled around to several diff departments speaking to 5 or 6 different people and remarkably no one could help me. Seemed like they did not want me to cancel. So, I decided to log onto my account to see if I could do it myself and still could not cancel as there was no where to do this. I looked everywhere to cancel these 6 domains and could not find a CANCEL option. This tells me they do not want customers to cancel so that make it almost impossible to the point one must file a BBB complaint. SMH Attached please find screenshots of the 6 domains I wish to cancel.

  

  Business response

  06/08/2021

  Dear ******** ********,

  On behalf of IONOS, I would like to sincerely apologize for any inconvenience associated with your account.
  
  We are very sorry if the service that you had received from any of our agents was less than satisfactory. This will be brought to the attention of our Quality Assurance Team, so that we can hopefully avoid any issues associated with this, in the future, for any and all customers. They will also make sure to provide any additional training, or take the appropriate actions necessary with any agents that would have handled this in a less than professional, or incorrect manner.
  
  Our records only indicate that one agent within our Support Team had fielded your call, as each agent that interacts with a customer is required to document a case regarding it. Due to this, we are not quite sure what issues had taken place, in reference to you making mention to having been transferred around to several departments, and speaking to five or six agents that could not assist you. When a customer calls in to cancel domain names, it is a fairly simple process, so you should not have experienced an issue with that, and we are sorry to hear that you did.
  
  Regarding the screenshots that you have provided, the domain names in question had been renewed on 6/1/21, so any attempt to then turn off their auto-renewal the following day, on 6/2/21, would set them to expire in 2022, as they had already renewed for an additional 12 month term in 2021.
  
  That being said, we see that the email address that you used to file this complaint, is not the same email address that is listed on file as the point of contact, for the account that the domain names are housed within. For the security of our customers, we are not able to process a cancellation request through this complaint, since the email addresses do not match.
  
  In order to assist you further, we please ask that you contact us here in the Executive Solutions Team via email, and request the cancellation of the six domain names, so that we can process that action for you, and refund the associated charge. The email address is: [email protected].
  
  Once more, we apologize for any inconvenience that has been caused here.
  
  Thank you.
  
  David M*****
  Customer Care
  IONOS, Inc.
  http://www.ionos.com

  

  Business response

  06/15/2021

  Dear ******** ********, 

  After reviewing the account further, we have found that your request to terminate the attached domains was successfully processed, the associated invoice has been reversed and the refund has processed to the payment method on file on June 11, 2021.  

  Please note, for security purposes we can only make changes on the account or provide account specific information when contacted by the designated email address on file for the account via email. Additionally, as previously stated, we have forwarded this information to our Quality Assurance Team for quality and training purposes. This team will properly address the agents handling this case and advise management for areas of improvement. 

  Again, we apologize for the delay in addressing your concerns and the inconvenience caused. 

  Should you require additional assistance please contact our Executive Solutions Team at [email protected]. 

  Thank you.
  
  David M*****
  Customer Care
  IONOS, Inc.
  http://www.ionos.com

  Customer response

  06/15/2021

  [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

  06/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I have made the appropriate payment to ionos for domain registration, however, my domain is still down. I have contacted their team via telephone, email several times but all I receive is a robotic response mentioning that the payment is still in process and their billing shows the payment has an in-process flag. Due to the delay here, the domain has been down for approximately a day and our customers who rely on our web platform have started complaining and are asking for payment refunds. I have used all the avenues within ionos to resolve this issue and re-iterated that this is a mission critical website but all my escalations are going deaf ears. I am hoping if an external organisation like you can bring light to this case with ionos, highlight their team's effectiveness in helping a customer and resolve this issue as soon as possible.

  

  Business response

  06/07/2021

  Dear * *****,

  On behalf of IONOS, I would like to sincerely apologize for any inconvenience associated with your account.
  
  We are very sorry if the service that you had received from any of our agents was less than satisfactory.
  
  Unfortunately, none of the accounts in our system that are associated with the email address that you used to file this complaint, have any recent case history, and no associated payment made via a ****** wire transfer. In order to assist you further, we please ask that you contact us here in the Executive Solutions Team via email, and provide the Customer ID Number for the account in question, so that we can investigate this unfortunate matter for you, and provide an acceptable resolution. The email address is: [email protected]. 
  
  Once more, we apologize for any inconvenience that has been caused here.
  
  Thank you.
  
  ***********************
  Customer Care
  1&1 IONOS, Inc.
  http://www.ionos.com

• Initial Complaint

  05/27/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have an email account with 1&1 that I use for my business. This is the second time I have had a major disruption with my service. My emails are going into recipients' spam folders. Before, I couldn't even send my emails at all. They would bounce back. I am losing business over this. I have irate clients who are telling me that I'm being unresponsive. Ionos apparently cannot resolve this issue, and I would like Ionos to facilitate the transfer of my domain to another provider at no charge.

  

  Business response

  06/07/2021

  Dear ************************* (Customer ID # **********,

  
  On behalf of IONOS, I would like to sincerely apologize for any inconvenience associated with your account.
  
  We are very sorry if the service that you have received has been less than satisfactory. Please note, that when transferring a domain name away from IONOS, we will not charge you an additional fee. However, the new gaining registrar will, as they are then taking on the registration of a domain that was not previously registered through them. In order to assist you with that, we are issuing you a refund for the last three invoices that have been charged. This will result in a total amount $22.35, which will help cover the fee that you incur with the new registrar, once the domain name has been transferred over to them. Please allow 3-5 business days for that refund to be received.
  
  To follow through with the transfer process, please contact our Support Team for additional assistance. They can be reached by phone at: **************.
  
  If you require any additional assistance, please feel free to contact us here in the Executive Solutions Team via email to: [email protected]. 
  
  Once more, we apologize for any inconvenience that has been caused here.
  
  Thank you.
  
  ******* **********
  Customer Care
  IONOS, Inc.
  http://www.ionos.com

• Initial Complaint

  05/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Tuesday 18th May 2021, I *** ********** a 5 year customer of IONOS, paid $259.00 and $60.00 a month agreement for IONOS to build a website for me for the purpose of launching my upcoming online business. My appointment to speak with a representative was 21st May 2021 at 7:00AM. At that time, I did not received a phone to discuss my website. Around 7:50AM I called IONOS customer service to find out what happened and to reschedule my appointment. I was told by a customer service representative that an escalation ticket was put in and someone from My Website team would be contacting me later on Friday 21st May 2021. I waited for two hours and called back again and was put on hold for 35 minutes until I finally disconnected my call. After trying through out the day to speak with someone and getting no help I finally gave up. No one contacted me and my payment was still made.

  

  Business response

  06/04/2021

  Dear ****** ******** (Customer ID # **********,

  On behalf of IONOS, I would like to sincerely apologize for any inconvenience associated with your account.
  
  We are very sorry if the service that you had received from any of our agents was less than satisfactory. This will be brought to the attention of our Quality Assurance Team, so that we can hopefully avoid any issues associated with this, in the future, for any and all customers. They will also make sure to provide any additional training, or take the appropriate actions necessary with any agents and team, that would have handled this in a less than professional, or incorrect manner.
  
  That being said, our records indicate that since filing this complaint, you had contacted our Cancellation Team on 5/25/21, and canceled the MyWebsite Design Service L portion of that MyWebsite Creator contract, which it had been set up under. With the cancellation of the website build (MyWebsite Design Service L) being processed, they refunded you in the amount of $254.00,out of the total $259.00 that had been charged for that contract and service, up to that date. The $254.00 included the $199.00 Service Set-up fee, and the monthly $55.00 for the MyWebsite Design Service L, that would be billed while the website was being built, and edited. The remaining $5.00 was not refunded, as that is the standard monthly charge for the MyWebsite Creator contract itself, which is still active. The total refund of $254.00 was issued back to you on 5/30/21 ($55.00), and 6/3/21 ($199.00).
  
  Moving forward, you will no longer be invoiced for the canceled MyWebsite Design Service L portion of that particular contract.
  
  If you require any additional assistance, please feel free to contact us here in the Executive Solutions Team via email to: [email protected]. 
  
  Once more, we apologize for any inconvenience that has been caused here.
  
  Thank you.
  
  ***********************
  Customer Care
  1&1 IONOS, Inc.
  http://www.ionos.com
  

• Initial Complaint

  05/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I understood that I had an outstanding balance of $20 for a domain (******.***) that was no longer used. However, I authorized $7.50 for a new domain that I am trying to obtain (*********.**) 3 times and still never showed up onto my account since the $20 trans action. The company kept stating that I have an outstanding balance. The way the system is setup caused chaos and also committed consumer theft. ****** - $20.00 and $7.50 on May 17, 2021 Debit card $7.50 May 16, 2021 I want my new service I paid for.

  

  Business response

  05/21/2021

  Dear ****** ****** (Customer ID # *********),
  
  On behalf of IONOS, I would like to sincerely apologize for any inconvenience associated with your account.
  
  Our records indicate that members of our Support Team had assisted you with this matter over the dates of 5/16/21 to 5/18/21. The $20.00 balance for the recently canceled domain name: osydes.net was charged against your payment details on 5/18/21, since the payment information had been updated on 5/17/21. At this time, we are already in the process of refunding that $20.00 charge, so please allow 3-5 business days for it to be received on your side.
  
  That being said, there was a charge of $7.50 that had been debited earlier today (5/21/21), which was for the order and activation of the domain name: opelousas.us. Currently, that is the only active domain name under your account. Should you wish to order any other domain names at this time, you can do so via your Control Panel, or, by contacting our Support Team by phone at: ###-###-####.
  
  If you require any additional assistance, please feel free to contact us here in the Executive Solutions Team via email to: [email protected].
  
  Once more, we apologize for any inconvenience that has been caused here.
  
  Thank you.
  
  David M*****
  Customer Care
  1&1 IONOS, Inc.
  http://www.ionos.com

  Customer response

  05/26/2021

  [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,
  
  ****** ******  

  Thank you.

*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. ↩