Complaints

This profile includes complaints for IONOS, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  IONOS, Inc.

  100 N 18th St Ste 400 Philadelphia, PA 19103-2704

  
• 

  IONOS, Inc.

  100 N 18th St Philadelphia, PA 19103-2707

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/16/2025

  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 attempted to cancel a subscription. I was told later that because I didnt double confirm my cancellation via phone (which was not stated upon signing up) that my cancellation was invalid and that I would be charged for another year for a monthly subscription. After calling in to resolve the issue. I was denied. I just want my cancellation accepted.

  

  Business Response

  Date: 10/21/2025

  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. 
  
  For clarification, our services include a 30-day money-back guarantee from the date of purchase. Cancellations requested outside of this period are subject to the terms and duration of the contract agreed upon at the time of registration.
  
  Additionally, the confirmation by phone is a standard step in our cancellation process. This safeguard is in place to verify account ownership and ensure customers are aware that cancellation results in permanent data loss for associated services.
  
  We truly regret any inconvenience this process may have caused and appreciate your understanding. We have sent an email to the email address on file with the next steps.  Please review and respond directly so we can assist you further. 
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:10/16/2025

  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.

  I am unable to cancel services with this provider.After submitting a cancellation request, subscribers are forced to call in to the cancellation department. Upon doing so - I am disconnected prior to processing the request, and have been unable to cancel after multiple attempts.After a 14 day window, all contracts revert to an active status and continue to accumulate costs.Unfortunately I learned this the hard way, as I've been sent to collections on something I believed was cancelled a year later - after my payment option expired.The worst part, I am unable to confirm everything that is outstanding with them because I've had multiple accounts with them over the years, and don't know what might still be open.

  

  Business Response

  Date: 10/17/2025

  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. This matter was addressed prior to receiving this complaint, and our team has already reached out directly with next steps to resolve it.
  
  For your convenience, weve copied our teams email below so you can easily reference the information previously shared. If you have any additional questions or need further clarification, please dont hesitate to respond directly to that email.
  
  We truly appreciate your time and the opportunity to assist.
  

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

  Dear Mr. **** ******** (Customer ID: **********,
  
  Thank you for contacting us.
  
  We have received an escalated case on your behalf by our technical support team regarding your account and we would like to extend our apologies for any inconvenience you may have experienced. You have reached the Executive Solutions Team which is the highest level of support available to IONOS customers.
  
  To ensure we are addressing your concerns correctly, we understand an escalated external complaint was started in regards to currently active services with IONOS
  
  As with all cases of this nature, we have reviewed your account history to check for any information available regarding your request.
  
  We can confirm that the a WordPress Hosting plan which included the domain ****************** issued an annual renewal invoice on May 17th, 2025.  You have expressed this was done in error as cancellation had been requested before this point.

  I sincerely apologize these prior requests were not logged or responded to however I am happy to correct the issue today.  After this message you will receive a cancellation confirmation that the plan itself (contract #********) is terminating on October 20th, 2025.  Additionally in the next ***** hours you will receive an automated "credit memo" confirming the associated balance being cleared.
  
  With this cancellation no services will remain active within this IONOS account and will be considered terminated, with access within ***************************** no longer possible.  We would be happy to check on any other possible accounts you may have under different email addresses or customer numbers.
  
  If you have any further questions or comments, please do not hesitate to contact us.  Should you wish to discuss this further on the phone, the Executive Solutions Team is available Monday through Friday from 8 AM to 5 PM Eastern. We are generally able to accommodate most callback requests when given at least 1 business day's notice. Just let us know the best number to call and preferred time of day.  
  
  Sincerely,
  **** ******
  Solutions Manager
  IONOS
  
  

  
  

  Customer Answer

  Date: 10/20/2025

  [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,
  
  **** ********
  
  

• Initial Complaint

  Date:10/15/2025

  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.

  I cancelled my IONOS web hosting contract, but continue to receive bills and am being told I owe money to the business. I have already c cancelled which was an extremely difficult process with the business and continue to be harassed.

  

  Business Response

  Date: 10/17/2025

  Dear ******** ******, 
  Customer satisfaction is our top priority, we sincerely apologize for the frustration this situation has caused and appreciate the opportunity to address your concerns. After reviewing the information provided, we were unable to locate an active web hosting service under the details included in this complaint. We did, however, find a domain-only account.
  While the domain renewal was deactivated, the associated feature was not. An email has been sent to the address on file with clear next steps to resolve the outstanding item.
  We truly appreciate your patience and look forward to working with you to bring this matter to a full resolution.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

• Initial Complaint

  Date:10/15/2025

  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.

  I signed up for email service on 8/13/2025. I called and cancelled it on 9/15/2025. The representative told me it was cancelled and that i wouldnt receive future invoices. I received another invoice on 10/14/2025. I called back on 10/15/2025 and spoke with someone different who told me it was cancelled but the cancellation date was 8/12/2026 and I have to pay the remaining 11 months. This was not what I was told a month ago, and the representative refused to acknowledge that and just kept repeating themself.

  Customer Answer

  Date: 10/17/2025

  Please cancel complaint. Company has reached out and issued a refund.

  

  Business Response

  Date: 10/21/2025

  Dear ******* ********,
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry for your experience with the cancellation of your email service. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  After reviewing your account, we can confirm that your concerns were addressed prior to receiving this complaint. The cancellation has been fully processed, and a refund has been provided in accordance with our policies.
  If you have any additional questions or require further clarification, please feel free to reply directly to the email previously sent by our team well be happy to assist you further.
  We truly appreciate your patience and understanding while this matter was resolved.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 10/22/2025

  [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,
  
  ******* ********
  
  

• Initial Complaint

  Date:10/13/2025

  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 10/06/25 I created a website with Ionos. Their website site claims starting at $1 a month. I immediately was charged $14.54, then $5.00. I was having a lot of issues with their website using my tablet. I kept getting errors and wasnt able to edit anything. On 10/07/25 I tried it again on my desktop. I was still having issues, I also received another notification of a $16.63 charge. I decided to go ahead and cancel the website. I had an option online to cancel and it showed it was cancelled. The next day, 10/08/25 I started getting more emails about the site about updating it. I looked online and it was no longer cancelled. 10/09/25 I called to cancel. I received 2 emails that said my contract was cancelled and was told ** get a refund since I was within the 30 day trial. On 10/12/25 I still had not received anything about my refund so I looked online and once again my contract was active and no record of any kind of cancellation or refund. I called again. I was told Id have to cancel before I could get a refund. I told them that I had already done that twice now. He said it was still active and would have to send me to the cancellation ***** I was put on hold for 30 minutes and then hung up on. Im also disputing the charge of $16.53 with ****** and since I did that I got another email from Ionos today, 10/12/25, that they received my request on 10/13/25 (tomorrow) to cancel my account and will be effective 10/14/25. So, they got my request tomorrow? Not sure if it will be cancelled since Ive already tried 4 times now.

  

  Business Response

  Date: 10/21/2025

  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 understand your frustration regarding the multiple charges and difficulties you encountered while cancelling your website service. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  
  After a thorough review of your account, we can confirm that there were three individual contracts associated with your website package. We received confirmation to cancel two of these contracts on October 8, 2025, and the final contract on October 13, 2025. All services have now been fully terminated.
  
  Regarding the billing concerns, we also see that a dispute was filed through ****** for the charges. When a chargeback or payment dispute is initiated, the payment provider temporarily withholds the funds while they review the case. This process can cause a delay in issuing refunds directly, as we must await the resolution of the dispute before any duplicate refund can be processed.
  
  As a courtesy, and to ensure there is no remaining concern on your account, we have cleared the disputed balance in full and confirmed there is no further amount due.
  
  We truly regret the confusion you experienced while attempting to cancel and appreciate your patience as this was resolved. If you have any additional questions or require documentation for your records, please dont hesitate to contact our team directly at ******************************* Alternatively, you can reply directly to the email sent to the email address on file for the account. 
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

  
  

  Customer Answer

  Date: 10/22/2025

  Refund received from ****** dispute ONLY with no thanks to Ionos.  

  On 10/20/25 Ionos even sent me an email stating that they regret to inform me that they were unable to settle the outstanding invoice. This is often caused by outdated or invalid payment data or a debit limit is to low.  Worst business practices Ive ever dealt with!

• Initial Complaint

  Date:10/09/2025

  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 September 24th, IONOS suspended our website that has been paid for and has been active with them 27 July 2014. The renewal date is 14 Nov 2025. While this is active, they chose to suspend because our registered address and our physical address don't match. However, these are the addresses we registered with in 2014. Nothing has changed in the past 11 years. Now our website is down for its 3rd week as they won't reinstate while they process our change of registered address. As a subsidiary of a US company, our school legally is registered in the ** and in *****.

  

  Business Response

  Date: 10/15/2025

  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. Please know that your concerns were addressed prior to receiving this complaint.
  
  In order to protect our customers and their data, all new orders are subject to a security review. During this review, it was identified that the address used for the recent purchase did not match the address listed on the account. As part of our standard security procedures, we requested verification of the accounts address to ensure the protection of your information as well as the security of our entire customer base.
  
  It was determined that the account needed to reflect the physical address, and the necessary next steps were provided, including creating a new account, migrating services, and canceling the old account. Security has since unlocked your services, and you are free to proceed with migration.
  
  We again apologize for  the frustration caused by these additional steps; however, we must strictly adhere to our security protocols to protect all customers. If you have any further questions or need assistance, please dont hesitate to reply to the email sent to the address on file from our team (********************************************************).
  
  We appreciate your understanding and your continued partnership in helping us maintain a safe and secure online environment.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

• Initial Complaint

  Date:10/08/2025

  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 was told on 8/28/25 that I would get 5 user license with ****** workspace since my email does not have enough room and it was to be done. Instead the foreign *** said he called me he did not and finally the week of 10/1/25 I told them I need this done gave them logins to all emails and he calls back on 10/8 and says he cannot do it he is getting an error code I can store them which I did before reason I am running out of space now. I have hired another individual to do it already and I want to get the last 3 payments back from them. They should not be allowed to do business in the **.

  

  Business Response

  Date: 10/15/2025

  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. 
  Your concerns have been addressed prior to receiving this complaint, according to our records our support team made multiple attempts to assist with your request. Unfortunately, they encountered technical errors during the process, which prevented the setup from being completed as initially planned.
  The service has since been fully terminated, and all related invoices have been reversed as a courtesy. We truly regret that this was your experience, as it is never our intention for any customer to feel unsupported.
  We value your feedback and will use it to improve how we handle similar situations in the future. If you have any additional questions or require further clarification, please reply directly to the email sent to the address on file so we can assist you promptly.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:10/07/2025

  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 IS HOLDING MY DOMAIN HOSTAGE FOR THIS FRAUDULENT FABRICATED CONTRACT.THIS IS NOT A LEGITIMATE CHARGE. IT IS NOT AUTHORIZED. NO AGREEMENT WAS MADE. THE BUSINESS FABRICATED THIS CHARGE AND FABRICATED THE CONTRACT. THE BUSINESS IS HOLDING MY DOMAIN HOSTAGE FOR THIS FRAUDULENT CLAIM.IONOS FABRICATED THIS CONTRACT. CONTRACT NUMBER ******** IONOS is a fraudulent operator.I have had a domain with them for five plus years which I can no longer access because they have trapped and locked my domain in a contract that I never created. This contract was created without my authorization. They have repeatedly resurrected this contract though I never authorized it or asked for it.I have made repeated phone calls to them over more than a year to stop this to no avail.

  

  Business Response

  Date: 10/15/2025

  Dear *** ******* , 
  Customer satisfaction is our top priority, and on behalf of IONOS, we understand your frustration and want to clarify that this matter was addressed well before this complaint was received.
  Your service renewed in line with our Terms & Conditions, which state that services automatically renew if no termination is completed prior to the renewal date. As part of our previous efforts to assist, we cleared the balance in August 2024 to allow for a downgrade. However, since you did not follow through with the downgrade, the service renewed as scheduled.
  As an additional courtesy, the most recent renewal balance has been cleared. Your service remains active, and your termination request has been scheduled with a 14-day notice period to allow sufficient time to back up your data and transfer your domain to another provider. Please note that if the domain is not transferred before the termination date, it will be terminated along with the contract.
  Multiple attempts were made to contact you by phone, and email notifications were sent to the address on file. We strongly encourage you to review and respond to that email with any additional questions to ensure all concerns are fully addressed.
  We have acted in accordance with our policies and have made every reasonable effort to assist you in resolving this matter.
  Again, if you have any additional questions or require further clarification, we encourage you to continue communicating with our team directly via email so we can assist you promptly.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:10/07/2025

  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 9/5/25 I purchased a domain and website for$1 for a year then $20 after that if I wanted to continue. I built my website and unknown to me they were charging me with other contract totaling $77/month with a year contract. First charge was today 10/6/25. I call their customer service a someone answer and attempted help and sent me to the cancellation department. After 15 minutes on hold the same guy picked up saying he was someone else. He canceled the contract but would not cancel the devices for $77 month. I let him know I have no intent on using those services as I am using the website as a personal portfolio for job hunting. Also let him know I cannot afford this as I am unemployed. He basicly said oh well. These additional services were hidden and an auto rolled unless options out. They make you think it is a $1 for the site and builder but the charge you for all other services un beknown to the customer. A complete scam!

  

  Business Response

  Date: 10/10/2025

  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 understand how unexpected charges can feel frustratingespecially during a challenging time. 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. 
  
  Weve attempted to reach you at the number on file and have followed up with you directly via email to further address your concerns and provide clarity on the charges. Upon reviewing your account, we found that your request to terminate was submitted close to the end of the 30-day money-back guarantee period.
  
  When placing an order, any additional services selected during checkout are clearly displayed in the cart before payment is completed, along with the promotional and renewal pricing. These services also auto-renew unless manually removed or canceled, which is outlined in both the order confirmation and renewal notifications sent to the email on file and your accounts Notification Center.
  
  Our goal is never to mislead customers, and I regret that your experience left you feeling this way. Were continuing the conversation with you directly to help bring this matter to a resolution.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:10/06/2025

  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.

  I run a small non-profit website hosted by Ionos. In Sept. 2024, the company notified me that my contract (paid through Jan. 1, 2026) was being changed. The email said that the basic fee would be ******* further communications on billing occurred until Sept. 25, 2025, when I got an invoice for monthly charges from Nov. 2024. I then got an invoice each day for the past 11 days for subsequent months. The company, at no time, indicated they were charging me until the invoices started rolling in.If I had known they had revoked the previous contract and had begun charging additional fees, I would have cancelled the contract last year. Their explanation, when asked, was that they didn't want to double bill us (for a whole year).

  

  Business Response

  Date: 10/09/2025

  Dear Mr. **** *******,

  Thank you for sharing your concerns. We understand how receiving multiple invoices unexpectedly can be frustrating, and we appreciate the opportunity to clarify.
  In this case, the charges you received are valid as the services remained active throughout the period in question. Our billing structure is based on the allocation of resources, not on usage, which means charges continue to apply as long as the service is active. While invoices were not generated during that time, the service itself was never cancelled.
  We understand this situation is not ideal, and as a gesture of goodwill, a $90 credit has been applied to the account to help offset future invoices.
  If you have additional questions or need further assistance, we encourage you to continue working directly with our team via email so we can support you more efficiently.

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

  Customer Answer

  Date: 10/10/2025

  [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: 23980080
  
  I am rejecting this response because: as I told the company, if I had known 12 months ago that they had begun billing us (we previously had a paid contract through Dec. 2025), I would have cancelled the contract and moved our services elsewhere. We had options for the same service at no charge, but since I understood we were paid through Dec. 2025, I planned for it this fall and made the change this month. The company knows this "credit" is moot since I've cancelled services.
  
  
  Regards,
  
  **** *******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 10/10/2025

  Dear **** *******, 
  Thank you for sharing your feedback. I completely understand how unexpected charges can be frustratingespecially for a non-profit with limited resources. Please know it was never our intention to mislead or hide any billing activity.
  
  Our records show that the services remained active without a cancellation request and were not properly billed from September 2024 to September 2025. At the end of September, invoicing began generating for the backdated period. While we were unable to properly bill during this time, the contractual obligations remained in place, and the service continued uninterrupted.
  
  To resolve the matter, were reversing the relevant charges as a one-time courtesy to bring the situation to a close and allow both parties to move forward. The credit offered was extended in good faith, acknowledging the impact this may have ****** as an assumption of continued billing.
  
  We do encourage customers to monitor their accounts, as order confirmations and renewal notifications clearly outline both promotional and renewal rates. If you no longer wish to continue services, you can turn off the automatic renewal at any time within your Control Panel to avoid future charges.
  
  If you have any additional questions or need further support, our team is always here to help.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 10/15/2025

  [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,
  
  **** *******