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:07/28/2025

  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.

  Yes I signed up to use this company's service for a monthly subscription in which I was already charged $14.15 on 7/22/25 they have been actively trying to charge my card for an additional $23 talking about the first fee was a reservation fee and not my fees and that's not what was mentioned when I signed up and I have never heard of any sort of reservation fee until I called them today asking why they were trying to charge my card. I spoke with a representative who was very unknowledgeable and very rude by the name of Nycolos. So I proceeded to ask for management and he refused to get me management. He then in turn said he will have the manager call me back but instead he called me back stating the same conflicting information as before. This is a horrible company and they have very poor communication and not very knowledgeble of the information that they are providing and I am not okay with this because they have already taken my money and I haven't even been able to start using their services because of the difficulties of the whole site and horrible customer service. And while all of this confusion is going on they are trying to charge my car additional fees that I didn't authorize.

  

  Business Response

  Date: 07/28/2025

  Dear ******** ******, 
  Thank you for sharing your feedback. Were sorry to hear about your experience and appreciate the opportunity to clarify.
  
  Please note that your concerns were already reviewed and addressed by our team prior to receiving this complaint. To clarify, the initial $14.15 charge was a reservation authorization, which holds the requested service while your order is finalized. The additional $23 is the actual monthly subscription fee for your selected plan. We understand this information may have been missed  during signup, and we apologize for any confusion.
  
  We also take your comments regarding your interaction with our representative seriously. Weve reviewed the matter internally and addressed it with the appropriate teams.
  
  If there is anything still unresolved or if you need further assistance, were happy to help. Please respond directly to the email sent by our team and we are happy to assist you further. 
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

• Initial Complaint

  Date:07/27/2025

  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.

  Ionos took my money after telling me they would not provide me service. I got the complete runaround from them, ultimately ending in them telling me to take my business elsewhere and hanging up on me when I asked them to refund my money. I now have two credit card charges from them. Longer version: I tried to buy a domain and hosting from Ionos. They sent me a confirmation and contract, and then the next day said there was an issue and to call them. I called, the ****** said that for some unknown reason my payment wasn't processed, but he would take care of it then. I couldn't access my domain, so I called back and the ****** said that the first ****** had forgotten to process, but that he was taking care of it and I'd be all set. Tried again to access my domain to no avail, called, was told they wouldn't provide me service for an unspecified "security" reason and then was hung up on when I asked for my money back.

  

  Business Response

  Date: 07/28/2025

  Dear ********* ****, 
  We're very sorry to hear about your recent experience and understand how frustrating this must have been. Please know this is not the level of service we strive to provide.
  
  To clarify, when an order is placed, our system performs a standard authorization hold on the payment method provided. This hold is not an actual charge but a temporary hold used to verify the availability of funds. If the order is later declined by our Security Team, the hold is released. The timing of the release depends on your financial institution, but typically takes a few business days.
  
  As part of our security screening process, some orders may be reviewed further to protect both the account holder and our systems. If we are unable to verify the information, the order may be rejected, and an email is sent to the address on file outlining next steps. In your case, such a message was sent with instructions to proceed if you believe the order was flagged in error.
  
  We sincerely apologize if your experience reaching our support team was frustrating or felt dismissive. Thats never our intention, and your feedback will be used to help us improve.
  
  We have sent an email to the email address on file with additional information and next steps. At your earliest convenience please review and respond directly. We look forward to resolving your concerns. 
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

  Customer Answer

  Date: 07/28/2025

  [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: 23661594
  
  I am rejecting this response because:
  I did not receive the information you described and my experience was not what you described. Please see my email response. 
  
  Regards,
  
  ********* ****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/30/2025

  Dear ********* ****, 
  Thank you for your follow-up.
  
  Im sorry to hear that our previous response did not align with your experience, and I appreciate you taking the time to share your perspective. While we stand by the information previously providedbased on a thorough review of your accountwe certainly want to ensure you feel heard and that all details are clear.
  
  I have reviewed your recent email as well and will follow up there directly to address any remaining concerns or questions you may have. Our goal is always to provide accurate and transparent support, and we're committed to helping bring this matter to a close.
  
  Thank you again for your continued communication.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

• Initial Complaint

  Date:07/24/2025

  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.

  In 2024 I registered two domain names with Ionos **** I never used the domains and decided I didn't need them. I cancelled my contract with Ionos **** on 3/19/2025 and received a confirmation email (attached).I continued receiving emails and texts, even though I had cancelled.I called Ionos and the representative said that my cancellation wasn't in the system. He said the only way to fix it was to revoke the cancellation and then re-cancel. I asked if that would stop all the emails and texts and he said, "Yes."I proceeded with the second cancellation on 5/23/2025, but the emails and texts continued. The domain names have expired but now I'm receiving emails about Ionos **** from: ********* Services ****************************************************** I called today and told her what was happening but there hasn't been any resolution.

  

  Business Response

  Date: 07/30/2025

  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 can confirm that your original cancellation request, submitted on 3/19/2025, was received and processed in line with our standard termssetting your services to cancel at the end of their contract term on 05/13/2027 (as noted in your attached documentation). As outlined in our service agreement, all contracts are subject to our Minimum Contract Term (MCT), which remains in place unless an immediate cancellation is requested and processed accordingly.
  
  Following your phone call, you requested to revoke the original end-of-term cancellation and proceed with immediate termination. However, this request was made after a new invoice had already been generated for the upcoming billing cycle. This led to some confusion and the continued notifications you received.
  
  To clarify, the service has now been fully terminated, and no further communication regarding these domains will be sent. As a one-time courtesy, we have also cleared the outstanding balance associated with the final invoice. Please note, this does not impact your credit history in any way.
  
  We sincerely apologize for any inconvenience caused during this process and appreciate your patience as we worked to resolve the matter. If you have any further questions or need assistance with anything else, please dont hesitate to reach out to our team directly at ********************************************************
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 07/30/2025

  [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,
  
  ***** ****
  

  For reference, after battling numerous health issues, my LucyLou had to be put down just a DAY before I started receiving nasty phone calls and emails from the collection agency that IONOS sicked on me. Shame on you. Shame on your cancellation policies.

• Initial Complaint

  Date:07/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a domain for my business registered through IONOS. There was an issue with my bank card and I had to update to a new card in the system. The domain renewed in May, I updated the card in June because I had been out of town. I called them to let them know my website was not working, even though I had updated an paid. They said that a "third party" was holding my domain name and I could keep it for $90 plus some other fees, which is criminal. They are also not refunding me the money I paid for May to June even though they did not provide me with a domain, or giving me a call back.

  

  Business Response

  Date: 07/24/2025

  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 and truly understand how critical your domain is to your business.
  I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  To clarify, when a domain is due for renewal and payment is not received, our system begins a standard ******* process. This includes six notificationssent to the email address on file and displayed in your accounts notification centerregarding the failed payment and the domains status. These notices include clear deadlines to avoid cancellation.
  Unfortunately, in this case, the domain renewal payment was not completed by the required date. As previously communicated, payment needed to be made no later than June 26 to avoid domain termination. Although your payment method was later updated, by that time the domain had already been cancelled and entered the redemption period, which is managed by the domain registry. The Redemption Period occurs approximately 30 days after a domain has reached its expiration date or has been cancelled. During the 30 days after the expiration date, IONOS locks the domain for our customers protection, to prevent unauthorized transfers, and allows the registrant the ability to restore the domain, before the domain is released to the public. Please note that the Redemption fee is not a penalty, rather it is a charge that accounts for the out-of-pocket expenses it costs IONOS to recover domains from the respective domain registry. 
  We understand this can be frustrating, particularly given the timing of your payment update. Please know that this is a standard and automated process followed by domain providers across the industry.
  Additionally, **** sent an email to the address on file with more details and next steps to help you explore the possibility of regaining your domain. We kindly ask that you review that message and respond directly so we can assist you further.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:07/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the ionos website i did not press the submit payment button. I pressed the back button. So i never agreed to be billed. Apon caneling this through email i was billed for additional charges.

  

  Business Response

  Date: 07/24/2025

  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 frustrating unexpected charges can be and want to clarify the process.
  
  Our records show that the orders were successfully submitted through the website, which triggered the billing. While using the back button may appear to stop the process, it does not always prevent submission once the transaction has reached a certain point in our system.
  
  We also reviewed your cancellation request and can confirm it was received after the service had already been activated. As per our terms and conditions, charges apply once a contract is initiated, even if the service is later canceled. However, in this case as a cancellation request was made, a refund will be provided within the first 30 days after the order. 
  
  We have sent an email to the email address on file with additional information regarding your request. We appreciate your patience and the opportunity to address this matter.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

• Initial Complaint

  Date:07/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 7, 2025, I paid IONOS for a domain registration. After completing payment, I was later informed that IONOS does not offer domain services in ************** that was not disclosed upfront during the purchase process. Despite not receiving any service or product, the company still deducted the payment from my account.Since then, I have contacted their customer support multiple times (at least 4 calls) and was assured that a refund would be processed within 7 working days. As of today, it has been well beyond the promised timeframe and I have not received my refund or any communication and follow up. Worse still, IONOS is extremely difficult to reach. They do not respond to emails unless sent from an associated IONOS accountwhich I was never able to create because the domain was never successfully processed. Their primary means of communication is international phone calls, which are very expensive for me and have already cost me additional time and money.This situation is not only financially unfair but also emotionally draining. I am requesting:1. A full refund of the amount charged on July 7, 2025 2. Compensation for the cost of international calls made to follow up on this matter 3. A formal apology and confirmation that I will not be charged again All I want is what is fair and due. IONOS has withheld my money without delivering any service, and their lack of accountability is unacceptable.

  

  Business Response

  Date: 07/24/2025

  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 concerning it is to see a charge without receiving the intended service, and we appreciate you bringing this to our attention.
  To clarify, when an order is submitted, an authorization hold is placed on the payment method at the time of purchase. In your case, due to the system not generating an account because our services are not supported in your regionthe authorization was not captured as a finalized charge. When this occurs, our system automatically releases the authorization on the same day.
  Once the hold is released on our end, it is up to your financial institution to return the funds to your account. Timing may vary, and we kindly ask that you check directly with them regarding the release of those funds.
  We also understand your concern regarding the lack of upfront information about unsupported countries. We would like to gain additional insight into your experience with the order process, including any steps taken that did not clearly communicate the service limitations for your region. This will help us improve transparency and prevent similar issues in the future.
  That said, we want to assist further and ensure there is full clarity and resolution. Weve sent an email to the address you provided in this complaint with more details and next steps. Please review it and respond directly so we can investigate this matter further and support you as best we can.
  We truly regret the inconvenience this has caused and are here to help bring this to a fair and timely resolution.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 08/03/2025

  The business deflected blame saying that they did not take my money yet I have receipts and numerous calls with their customer service team promising a refund in 7 days. It's now a month

• Initial Complaint

  Date:07/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 19, 2024, I signed up for their trial and signed up for a website but decided I wouldnt need a website. I thought the trial would end after it was over. Apparently, I was wrong. On 4/20/24 I was not aware they began charging me $3.10 On 5/20/24 I was not aware they also began charging me $1.02 every month On 7/29/24 I was not aware that they started charging me $7.56 every month These charges were small enough for me not to notice. 4/19/25 they charged me $42.23 5/13/25 they charged me $29.17 I called them on 6/5/25 to cancel my account. Later, I seen that they charged me again on 6/13/25 for $29.17 I wrote them an email requesting a refund for this last charge of $29.17 and told them to cancel my account again. Then I noticed on 7/13/25 they charged me again for $29.17 So I called them again today, on 7/16/25 She informed me that I had 3 accounts opened and she could not cancel one of them saying I am locked in to a 12 month contract and will be charged $29 a month. I have never signed a contract with this company. This is absurd. She insisted that because I received an email stating I was in a contract with them that this was as good as me signing the contract as I needed to cancel within 30 days. This is a terrible dishonest company. They have kept me on a cycle of automatic renewals that I was not aware of, and have even signed me up for new services without me knowing. I am hoping that you will please help me stop this business from doing this to more people and to stop charging me from this date forward. I do not use nor did I sign up for any of these accounts that would cost money. I havent ever needed them and never used them. I wasnt even asking for any money back. However, I think its fair to ask that Im refunded for any amounts that they have charge me after my first initial call to them to cancel my account which was on 6/13/25. I am disputing these latest charges and will ask my credit card company to assist me.

  

  Business Response

  Date: 07/18/2025

  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. 
  Please note that your concerns were reviewed and addressed prior to the receipt of this complaint. We confirmed that action has already been taken on your contracts, and no further unnecessary charges will be incurred.
  Our records show that multiple contracts were initiated via our online customer interface on Feb 11, 2025, April 19, 2024, and June 27, 2024 without any contact with customer service. These included free trial offers which, as outlined in our Terms of Service and order confirmation emails, automatically converted into paid contracts unless canceled prior to the trial expiration. Each product activated was associated with its own billing schedule, and notifications about charges and contract terms were sent to the email address provided at sign-up.
  At this time:
  2 out of the 3 contracts have been terminated as requested.
  
  
  The third contract remains active and is currently locked into a 12-month term based on the accepted terms at the time of order. Due to contractual obligations, this specific service cannot be terminated early and will automatically cancel at the end of its term.
  
  
  While our system does not require a handwritten signature, acceptance of the Terms of Service during online sign-up forms a valid and binding agreement. That said, we recognize that navigating multiple services can be confusing, especially when charges are minimal and easily overlooked.
  To help resolve the matter in good faith:
  As a one-time courtesy, we have reversed the $29.17 charges dated June 13 and July 13, 2025, which were billed after your initial cancellation request on June 5, 2025.
  
  
  We have also sent a follow-up email to the address on file with additional details regarding your contracts, billing history, and the next steps.
  
  
  We appreciate your feedback and are committed to improving the clarity of our service communications. If you have any additional questions, please dont hesitate to reach out.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding IONOS by 1&1 and the MyWebsite Now Pro service.I initially signed up for a promotional 6-month free trial of the MyWebsite Now Pro product. After testing the builder during the first month, I determined it was too limited for my business needs and never used it again.On June 15, 2025, I was charged $26.67 (Invoice #************) without my knowledge or consent. I had no intention of continuing with the product and was unaware that I had been entered into a 12-month paid contract simply by allowing the trial period to lapse. There was no clear, transparent notification that I would be chargedor that I would be locked into a binding **********, on July 16, 2025, I spoke with ** from IONOS customer service, who consulted with the escalation team and confirmed the immediate cancellation of my contract. I was told I will not be charged the upcoming $28.65 and will incur no further billing. I appreciate this resolution and confirmation.However, IONOS is still refusing to refund the $26.67 charged on 6/15/25, despite the fact that I have not used the service since the first month of the free trial. I believe it is unethical to enforce payment for a product that was not used, not consented to beyond the trial, and not supported by transparent communication at the end of the trial period.Resolution Sought: A full refund of $26.67 charged on 6/15/25 (Invoice #************), for a service I did not knowingly agree to continue and have not used in over five months.I appreciate the support of the BBB in resolving this outstanding issue fairly. As a small business owner, I rely on clear billing practices and transparent terms when trialing new platforms. I hope IONOS will honor the refund and bring this matter to a full and final close.

  

  Business Response

  Date: 07/18/2025

  Dear ******* ********, 
  Thank you for taking the time to share your feedback. We sincerely apologize for any confusion or frustration this experience may have caused.
  
  Were glad to confirm that your request to cancel the ************************* was addressed prior to the receipt of your complaint. On July 16, 2025, our **************** and Escalation teams reviewed your account and confirmed the immediate cancellation of the contract. We also confirmed that no further charges will be applied, including the upcoming $28.65.
  
  Regarding the charge of $26.67 on June 15, 2025, our records show that the ************************* was enrolled in a 6-month free trial, which converted into a 12-month paid contract in line with our Terms of Service. This information is included in the original order confirmation and Terms, which state that unless canceled before the trial end date, the service would automatically renew.
  
  That said, we understand your concerns and, as a one-time courtesy, we have reversed the $26.67 charge. You should see this refund reflected in your account within the next few business days, depending on your financial institution.
  
  The service in question is fully canceled, carries a $0 balance, and will not incur any further charges. We appreciate your feedback and will be sharing it internally to continue improving our communications and customer experience.
  
  Thank you again for bringing this to our attention. We wish you continued success in your business.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:07/12/2025

  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.

  At approximately between 11-11:30pm on July 11, 2025. I was charged $37.37 TWICE!!! I was supposed to be getting domain protection and hosting. They system kept looping me through the payment screen while charging me each time!!!! I called their "help" desk for assistance. I was transferred an ungodly amount of times then hung up on mid-transfer!!!!! Called back to get a lady who immediately stated that their company IS AWARE of the issues with their payment system..........So I asked her why was there literally NO indication that they were having system issues prominently displayed on the website.........crickets.nothing. Then proceeds to ask for my card information. All red flags!!!! According to the lady, there was no manager to speak with and no way for me to get my money. She ultimately didn't care about me losing money, getting wrongfully charges, or the fact that they KNOW their system doesn't work but are still actively taking people's payment information on the premis of getting some sort of good or service.......I literally got nothing! Not even an apology. I want my **** money back!!!!! ALL $74.74!!!!!

  

  Business Response

  Date: 07/15/2025

  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. 
  
  As noted in the screenshots you provided, the amounts in question are authorization holdstemporary holds placed by your financial institution during the checkout process to confirm the availability of funds. These are not completed transactions and will be automatically released back to your account, typically within a few business days, depending on your banks policies.
  
  We were made aware of an issue that affected the order flow on July 11, once identified, our teams moved quickly to correct the issue.
  
  We apologize that no notice was posted on the website during that time. Due to the brief and unexpected nature of the issue, there was limited opportunity to implement a real-time alert without creating further confusion or disruption as the fix was being applied. That said, we understand how the lack of notification added to your frustration, and we regret the impact this had on your experience.
  
  Additionally, I want to apologize for your experience when contacting support. Its disappointing to hear how your concerns were handled, and we are reviewing the interaction internally to ensure appropriate steps are taken.
  
  To further address your concerns and assist you directly, weve also sent a follow-up email to the address provided in your complaint. Please feel free to respond there with any additional details or questionswere here to help and want to make sure everything is resolved to your satisfaction.
  
  Thank you again for your patience and understanding.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

• Initial Complaint

  Date:07/08/2025

  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.

  Ionos will NOT let me cancel my email archiving contract unless I call them. This breaks the ***'s Click To Cancel rule. When you create a email account, the email archiving is selected by default, and even when you deselect it, there is STILL a checkmark tricking you.

  

  Business Response

  Date: 07/15/2025

  Dear *** *****,
  Customer satisfaction is our top priority, and on behalf of IONOS,I sincerely regret that your experience with our company has not met your expectations, and I truly appreciate you taking the time to share your feedback. Customer input is invaluable in helping us improve our services and address areas that need the most attention. We understand your frustration and want to clarify the reasoning behind our process and how were addressing your request.
  Our current policy requires a phone call to cancel certain services, such as email archiving, to help protect our customers' data and ensure that no critical information is removed without verified consent. This extra step is in place to prevent unauthorized changes and safeguard account-related data.
  That said, weve noted your concerns and are taking them seriously. We are reaching out to the email address associated with your account to further assist and address your request directly. Alternatively, please do not hesitate to reach out to us here within the Executive Solutions team at ********************************************************.
  Regarding the ordering experience, we appreciate your feedback and have shared your comments with our product team to review how service selections are displayed during checkout. Ensuring clarity and transparency in the order process is important to us, and we are continuously working to improve that experience.
  Were committed to resolving this for you and appreciate your patience as we continue the conversation via email.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

  Customer Answer

  Date: 07/16/2025

  
  I have reviewed the response made by the business in reference to complaint ID ********, and when my contract is canceled find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** *****