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:01/03/2023

  Type:Customer Service 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.

  hosting account was found to have fraudulent charges. The provider acknowledged that the charges where fraudulent and services were added and charged to my account by them that i did not request. After multiple months of contact/emails/phone calls they have not provided a refund. They consistently try and get me off the phone by stating they will escalate and i will get a call back. I never hear back from them. They transfer me from dept to dept in hopes that i will just hang up.

  

  Business Response

  Date: 01/11/2023

  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 service that need the most attention. 
  
  We appreciate your patience while our support teams worked to address your concerns. Here at IONOS we take internet security very seriously and as such our security team may take additional time to review a customer's concern. While the time it has taken to reverse the fraudulent charges was longer than usual, we can confirm that a refund was processed to the payment method on file on Jan.06.2023. We will also be forwarding this information to our Quality Assurance team for review and advise management for areas of improvement. 
  
  Once more, we apologize for any inconvenience, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************
  

  Customer Answer

  Date: 01/20/2023

  [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:12/14/2022

  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.

  We have canceled our account, moved our domain, notified Ionos by both email and phone, yet they continue to try and collect for monthly services that they did not provide and we did not use. They currently state that we owe them approximately $24 dollars that we rightfully contest. We no longer wish to do business with this company and want them to bring the balance to zero, cease all collection attempts and notify any and all agencies, both collection and credit reporting, that we owe them nothing and the situation has been resolved.

  

  Business Response

  Date: 12/19/2022

  Dear ***********************, 
  
  We apologize for any inconvenience you may have experienced and that we were unable to address your concerns prior to escalating to the Better Business Bureau.  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 service that need the most attention. 
  
  After reviewing your account, we have found that our support team has recently addressed your request and unfortunately we received your request to terminate your service after the renewal date which caused the contract to renew and invoice. Please note, as per our terms and conditions, the termination of services is to be processed by turning off the automatic renewal within the control panel. Step by step information can be found through our help center here *********************************************************************************************************************; and by following the below steps:
  
  1. Log in to the Contract Service with your IONOS Customer ID and password.
  Forgot your password? We explain how you can assign a new one in the article Change Your IONOS password.
  2. If you have more than one contract, click on the contract you would like to cancel.
  3. In the Update auto-renewal setting panel, click Next.
  4. Toggle the switch next to Automatically keep my contract to turn contract auto-renewal off.
  5. Click Save.
  6. Review the listed impacts related to contract cancellation, and if you are ready to continue, click Disable Auto-Renewal.
  7. Please inform us of the reason for your cancellation by choosing one of the options displayed. Then click Next.
  
  Auto-renewal for your contract has now been disabled. The date that your contract will expire will be displayed after the final step.
  
  As a courtesy, we have pulled and wiped the outstanding balance from collections. The process of removing a balance from collections and clearing it from our system can take 2-3 business days to complete, so you may receive notifications about the balance still being due in the interim but these can be disregarded. I also wanted to confirm that when a balance is passed to collections, we stipulate with the collection agency that it have no effect on the customer's credit history and the balance is not reported to credit bureaus.  A balance is only passed to collections when it has been overdue for more than 60 days in our system.

  
  If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected]. 
  Once more, we apologize for any inconvenience, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

  Customer Answer

  Date: 12/19/2022

  [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: ********
  
  I am rejecting this response because:
  Nothing of what you stated is factual. I can no longer login to the account as it has been terminated and doesnt exist. ie... my username and password no longer work. Second, the service you provided was $8 a month. If, as you stated but i contest,  you recieved my termination request 1 day after renewal, how did the "total due" more than double? On the day I cancelled, I paid everything currently due and then immediately called to cancel. Had it been the day after renewal, I would have had to pay it that day when i brought the account to zero. Just put the account back at zero and leave me and my credit report alone. this is all im asking. 
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 12/30/2022

  Dear ***********************, 
  
  We apologize for any confusion regarding our response to your concerns. The account has been terminated, all fees have been reversed, there is a zero balance due and the balance has been pulled from collections. As previously stated when a balance is passed to collections, we stipulate with the collection agency that it have no effect on the customer's credit history and the balance is not reported to credit bureaus.  A balance is only passed to collections when it has been overdue for more than 60 days in our system.

  To reiterate, the request to deactivate the contract was received after the renewal date, which caused the contract to renew and issue a renewal invoice. The fees associated within the renewal invoice apply to the *** Extended support in which notification was sent to the email address on file prior to as your *** version was no longer being supported and the basic fee of the hosting package. This information is outlined in your invoice.
  I hope this information provided clarity and again we apologize for the confusion. 

  
  If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: ******************************. 
  
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

• Initial Complaint

  Date:12/13/2022

  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 is a shady company that I wouldn't recommend to any general consumer. Signed up for 3 domains at a reasonable price and they automatically enroll you in domain renew but do not tell you and then automatically charge your account before telling you for a jacked up price for the yearly renewal. Then when you go to cancel the renewal they won't let you because they automatically charged your account and if you cancel it cancel your domain access. So now I've paid for 3 domains the full yearly price without a warning or renewal email and do not even have access to them. I cancelled the payment in ****** and now they are still threatening to send me to collections for a contract I cancelled and a service I don't have anymore. Quite the sketchy company.

  

  Business Response

  Date: 12/13/2022

  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 service that need the most attention. 
  
  Please note, due to the nature of our services and as per Section 2.1 of our terms and conditions, services shall automatically renew for additional terms of equal length unless you turn off the auto renew function in your account, in which case this Agreement shall terminate at the end of the then-current term. You will receive notice between 30 and 60 days prior to the end of each term of your Extended Term Package that will alert you that your term is about to renew and will provide you with instructions on how to cancel if you do not wish to renew. These notices will be provided via your Customer Control Panel in the Message Board. Any and all service fees for the Extended Term Packages are non-refundable and payable in advance for the entire term thereof. This information is also provided at the time of check out when placing an order. Unfortunately, we found no record of cancellation or attempted cancellation for your Instant domain package until now. If you wish deactivate the auto renewal, you are able to do so within the control panel, this process should be completed at least 5 days prior to the renewal date. 
  
  In order to process this request, please follow the below steps:
  
  1. Log in to the Contract Service with your IONOS Customer ID and password.
  Forgot your password? We explain how you can assign a new one in the article Change Your IONOS password.
  2. If you have more than one contract, click on the contract you would like to cancel.
  3. In the Update auto-renewal setting panel, click Next.
  4. Toggle the switch next to Automatically keep my contract to turn contract auto-renewal off.
  5. Click Save.
  6. Review the listed impacts related to contract cancellation, and if you are ready to continue, click Disable Auto-Renewal.
  7. Please inform us of the reason for your cancellation by choosing one of the options displayed. Then click Next.
  
  Auto-renewal for your contract has now been disabled. The date that your contract will expire will be displayed after the final step. Alternatively, you are able to contact our cancellations team directly at *************** to process your request. 
  
  According to our records, we received a chargeback dispute from your financial institution regarding the payment for the annual renewal. When a dispute is received, the financial institution reverses the payment which leaves an open balance with IONOS, that must be settled in order to unlock any remaining services. As your account has been terminated, as a one time courtesy, we are clearing the balance associated. 
  
  I hope this information has proved helpful and appreciate the time spent providing your feedback. If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected]. 
  
  Sincerely, 
  
  Michelle S******;
  
  Executive Solutions Manager
  IONOS, Inc.
  ********************
  

• Initial Complaint

  Date:12/04/2022

  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.

  The company canceled my server and deleted the data within 30 days and sent the bill for the canceled server to collections.. I lost all my website data as a result of their impatience and action. Ive had a sever with the company for years which should show Im credible. The business has failed to refund me for the canceled server charges as well as provide a credit for deleting my data which cant be recovered. Customer id *********

  

  Business Response

  Date: 12/07/2022

  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 service that need the most attention. 
  
  Our records indicate that we have recently addressed your concerns and the contract in question was correctly terminated due to non-payment and all notifications were provided prior to termination. As a one time courtesy, the last invoice has been reversed and is currently in the process of being returned to your financial institution. For the records of this complaint, please review the following email from 12/6/2022 that is listed below:
  
  Dear *********************************** (Customer ID **********,
  
  Thank you for contacting us.
  
  We have received an escalated case regarding your request for retroactive refunds on your Cloud server package (Contract ********).  I apologize for any inconvenience caused in this matter.
  
  Upon review of your account history, I show that the Cloud server was correctly canceled for non-payment, per our terms and conditions of service.  When a payment is declined by a payment method provider, we are not provided a cause.  It is only marked as a failed payment, which prompts notifications to be sent to the e-mail address on file, well prior to any action being taken against the contract.  If a balance remains outstanding 60 days past the date the invoice was issued, it is passed to a collections agency for reimbursement.  When a balance is passed to collections, we stipulate with the collections agency that it not be reported to credit bureaus, so this would have no effect whatsoever on your credit score.  If a balance remains outstanding beyond the point it has been passed to collections, it is eventually terminated for non-payment.
  
  While payment was eventually remitted for the balance due, the payment was not made in time to prevent cancellation of the contract for non-payment.  I can assure you we do all that we can to notify customers prior to a cancellation action taking place, to prevent data loss and to give the customer adequate time to make payment arrangements, but unfortunately in this case the payment was not received in time to prevent the cancellation.  Any data that was stored in the contract would no longer be available for retrieval.
  
  While we would have to consider the balance that was due for the contract to be valid, and refunds would not be applicable in cases where a contract was correctly canceled for non-payment, I have issued a refund for the final payment made for the Cloud server as a courtesy.  Please allow 3-5 days for the $165.89 refund to post to your payment method.  It should not take that long to receive the refund, however if you do not receive it within that time please advise in reply.
  
  As well, if you have any further questions, please do not hesitate to reply. Thank you for your patience in this matter and again I apologize for any inconvenience caused.
  
  Sincerely,
  John K*******
  Solutions Manager
  IONOS
  
  I hope this information has proved helpful and appreciate the time spent providing your feedback. If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected]. 
  
  Sincerely, 
  
  Michelle S*********;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  ********************
  

• Initial Complaint

  Date:11/27/2022

  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 domain and web hosting on 11/23/22 and canceled within their 30 money back guarantee policy. On 11/26/22 I canceled with confirmation and today 11/27/22 they charged me again. They owe me $27.41 and it's very odd to be charged twice in such a short time after cancelation in the same month. I want my money back

  

  Business Response

  Date: 11/30/2022

  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 service that need the most attention. 
  
  Our records indicate that our support team has recently provided insight on our cancellation and refund processes. I can confirm that your request to terminate your account along with a reversal of the associated invoice has been processed as per our 30 day MBG process. To reiterate our authorization process for ordering purposes, the authorization is the banks way of saying that the customer has the funds or credit available for the purchase. IONOS will eventually get the funds if the authorization request is approved. However, this will only happen after the transaction is settled. In your case, due to the timing of the termination, an invoice was already in the process of generating and as our billing system is automated we advised via email that should an invoice generate, a refund will then be issued. Due to the timing of the order, cancellation request, the authorization hold remained in place until the account was terminated and associated invoice reversed. The authorization hold has been released and the refund will process to the payment method on file within 3-5 days. 
  
  I hope this information has proved helpful and appreciate the time spent providing your feedback. If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected]. 
  
  Sincerely, 
  
  Michelle S******;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  ********************

• Initial Complaint

  Date:10/29/2022

  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.

  10/29/22 IONOS False Bill Reporting Dear BBB This company IONOS is involved in False Billing Reporting to Collection Agency I remember speaking with them years ago, but I have not ordered a web service from them then and indicated I was not interested.; nevertheless, they continue to harass me by asking if I want a web service from them, I do not have nor do I want a web service from them. even went as far as to initiate a false business for me **** **** ***** *****. Never had this company. They also initiated a billing date of 08/25/22 as the date of service. I do not have a date of service with them, not with my name or any name. IONOS went as far as reporting this false claim to a collection agency ****** ****** ********* LLC. IONOS sending out false billing is illegal, especially to a collection agency. I do not have a web with anyone, and I do not have a web service with them and I would want a web service with them. Enclosed is the false collection letter stating that I own $138.18 I want all false information removed from the collection Agency.***********************

  

  Business Response

  Date: 11/09/2022

  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 service that need the most attention.
  
  According to our records, your concerns have recently been addressed by our support team. While our security team had determined that the account was valid, our  support team cancelled the service and cleared the outstanding balance due. We would also like to confirm that when a balance is passed to collections, we stipulate with the collection agency that it have no effect on the customer's credit history and it is not reported to credit bureaus.  A balance is only passed to collections when it has been overdue for more than 60 days in our system. Please note, all information regarding this account has been sent to the email address on file, in which we have received responses in the past. 
  
  We hope this information proved helpful and appreciate the time spent providing your feedback. If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected]. 
  
  Sincerely, 
  
  Michelle S*********;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  ********************

• Initial Complaint

  Date:10/24/2022

  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.

  This account was cancelled before it "autorenewed", & ****** even refunded the ***** charge in my favor, but now the business is coming after me with debt collections.

  

  Business Response

  Date: 11/04/2022

  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 service that need the most attention.
  
  We have reviewed your account history, and unfortunately found no record of cancellation or attempted cancellation for your MyWebsite Now package until now. Three notifications regarding the expiration of domain musicforcatholickids.com were sent to the email address on file notating the expiration date of 08/08/2022 and advising that the expiration of the domain does not cancel any hosting packages associated. Fees for IONOS services are based on the time the resources are provided and available for customers, whether the product is used or not.  In addition, as per our terms and conditions, the termination of services is to be processed by turning off the automatic renewal within the control panel. By following the below steps:
  
  1. Log in to the Contract Service with your IONOS Customer ID and password.
  Forgot your password? We explain how you can assign a new one in the article Change Your IONOS password.
  2. If you have more than one contract, click on the contract you would like to cancel.
  3. In the Update auto-renewal setting panel, click Next.
  4. Toggle the switch next to Automatically keep my contract to turn contract auto-renewal off.
  5. Click Save.
  6. Review the listed impacts related to contract cancellation, and if you are ready to continue, click Disable Auto-Renewal.
  7. Please inform us of the reason for your cancellation by choosing one of the options displayed. Then click Next.
  
  Auto-renewal for your contract has now been disabled. The date that your contract will expire will be displayed after the final step. Alternatively, a termination request can be made via email to [email protected] or our cancellations team can be reached by telephone from 8am-8pm EST Monday- Friday. 
  
  Since a cancellation was not processed for the My Website Now, the service renewed and an invoice generated. We received notice that the payment had been disputed by your financial institution which effectively returned the funds to you and left an open balance with IONOS. Since the contract remained active, with no request for termination received, the balance remained outstanding and was forwarded to collections. We wanted to confirm that when any balance that is passed to collections, we stipulate with the collection agency that it have no effect on the customer's credit history and the balance is not reported to credit bureaus.  A balance is only passed to collections when it has been overdue for more than 60 days in our system.
  
  As a one time courtesy, we are clearing the balance due with your permission to terminate this service. At your earliest convenience please review the email our team sent to the email address on file so we can address your request and terminate your service. 
  
  Again, we apologize for the inconvenience caused and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  Michelle S***********;
  Executive Solutions Manager
  IONOS, Inc.
  ********************

• Initial Complaint

  Date:10/17/2022

  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.

  Customer is ******* ********* Company is Ionos 1&1 Customer's Ionos account id is ******** Credit Company is ****** Company: July 9th, 2022, Customer was charged $96 for renewal of services Customer: Called company July 9th, 2022 and requested cancelation and refund Company: July 9th, 2022 assured a refund and deleted customer's online account, blocking access to all services Customer: Opened a dispute with ****** on July 15th, 2022 as no refund was still available. Company: Provided a partial refund of $63.24 on July 18th, 2022 (Transaction ID *****************) Customer: Kept ****** dispute case open as a full refund was expected ******: ****** reviewed case and provided a full refund on July 25, 2022. Company did not contest the ****** case. Customer: Reached out to company via company's online chat to return the extra $63.24 as no other options were available. Company: Redirected to company email support Customer: Emailed [email protected] on Aug 25th, 2022 asking an invoice of $63.24 to return the extra money Company: Asked customer to login to portal pay an outstanding invoice of $96 on Aug 26, 2022 Customer: Since company deleted my online account I was unable to login to attempt to correct any issues. To this day $63.24 is sitting in ****** account waiting to be returned. Company: Sometime after filed with a Collection Agency to recover outstanding balance. Collection Agency: ****** ****** ********* LLC sent customer invoice claiming owed amount as of July 7th, 2022. Customer: I would like to return the $63.24 to company and have the debt recall from collection agency. Claims: Company has made confusing claims to collection agency. Company deleted my account making it difficult to resolve outstanding issues. Company did not provide customer benefit of doubt before sending balance to collection agency. Company provided partial refund instead of full even when company disabled all services and blocked access to customer's account.

  

  Business Response

  Date: 10/18/2022

  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 service that need the most attention. 
  
  Upon review of your account, we received notice of a chargeback dispute through ****** on July 27,2022 in the amount of $96.00 in which we had issued a prorated refund directly to ****** for the canceled services on July 16,2022. However, when a chargeback dispute is claimed, ****** will also issue a reversal of the payment, effectively offering 2 refunds. 
  
  To offer a bit more clarity, when an entity bills a card/account, that entity receives the funds. If the owner does not recognize this entity and files a dispute, the financial institution immediately withdraws these funds from the billing entity, and returns them to the owner of the account, leaving an open balance with the entity (in this case IONOS). At times, dependent on the financial institution (in your case ******), this process may not reflect on a statement as a withdraw/refund. In addition, ****** places this chargeback under review to determine if it is in fact a fraudulent charge. 
  
  As per our terms and conditions, the proper process to terminate services is to turn off the auto renewal. This can be done within the control panel. For directions on how to process please visit: ****************************************************************************** As a courtesy, if a request is made to terminate a service after the renewal date, our system can generate a prorated credit invoice. In this case, as the request was made after the renewal date the credit invoice was prorated. Please note, a refund takes 3-5 business days to process to the payment method on file. We apologize if this information was not made clear at the time of cancellation. 
  
  In order to address the remaining credit due, the dispute must be settled. Thank you for taking the time to address this concern over the phone today. We will continue to monitor the account and issue the remaining credit once the dispute is settled. 
  
  We hope this information proved helpful and appreciate your feedback. Again, we apologize for the inconvenience caused. If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected]. 
  

  Sincerely, 
  
  Michelle S******;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  ********************

  Customer Answer

  Date: 10/28/2022

  [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:10/12/2022

  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.

  Fraudulently sent bill to collections with no account active So i got an account cancelled within the time frame 3 days in i have every message they offered a refund took over two weeks kept enabling a contract after it was cancelled lost a case to ****** and full well knowing no contracts existed and threat of legal action account was closed again have the proof.they decide to send a fraudulently generated invoice for a contract to collections and keep dodging giving lawyers info they will be taken to civil court and sued for statutory maximum. All proof exists this is 100% malicious and fraudently done and they even lost a case and ****** forced them to refund us total criminal actions we may seek criminal charges as well

  

  Business Response

  Date: 10/17/2022

  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 service that need the most attention. 
  
  Upon review of your account, we received notice of a chargeback dispute through ****** on May 7, 2022, in the amount of $65.19 in which we had issued a refund directly to ****** for the canceled services on May 1, 2022. However, when a chargeback dispute is claimed, ****** will also issue a reversal of the payment, effectively offering 2 refunds. 
  
  To offer a bit more clarity, when an entity bills a card/account, that entity receives the funds. If the owner does not recognize this entity and files a dispute, the financial institution immediately withdraws these funds from the billing entity, and returns them to the owner of the account, leaving an open balance with the entity (in this case IONOS). At times, dependent on the financial institution (in your case ******), this process may not reflect on a statement as a withdraw/refund. In addition, ****** places this chargeback under review to determine if it is in fact a fraudulent charge. 
  
  We received your order for the Dedicated Hosting *** SSD managed contract ******** on April 22, 2022 in which a confirmation email was provided. A request to terminate the contract was received on April 25, 2022 in which a confirmation email was provided once our support team received confirmation that you were aware of data loss and loss of any features included in this contract. The confirmation states a refund will be provided to you, if the contract had invoiced prior to termination. The credit invoice generated on April 28, 2022 in which a refund was processed to the payment method on file on May 1, 2022. A refund will be processed to the payment method on file within 3-5 business days as described in the emails sent from our support teams. Please note, our billing system is automated and we are unable to expedite any automated processes. 
  
  While IONOS processed the credit invoice and refund, we received notice of a chargeback dispute from ******. Which would effectively provide two refunds, one by IONOS (credit invoice ************), and by ******. Resulting in the customer being responsible for the additional refund to be returned to IONOS. This can cause additional confusion, because as I stated previously, dependent on the financial institution, the chargeback process that happens internally may not be reflected on a statement as a withdraw/refund. So the customer will only physically see one refund. 
  
  For this reason the balance of $65.19 is considered to be valid and due. As the balance remained unpaid it was eventually sent to collections. When a balance is passed to collections, we stipulate with the collection agency that it have no effect on the customer's credit history and it is not reported to credit bureaus.  A balance is only passed to collections when it has been overdue for more than 60 days in our system. We have since waived the balance due as a measure of good faith.  The process of removing a balance from collections and clearing it from our system can take 2-3 business days to complete, so you may receive notifications about the balance still being due in the interim but these can be disregarded.
  
  While we are unable to provide direct attorney information as requested, all relevant legal information is available to the public in our General Terms and Conditions. 
  
  We hope this information proved helpful and appreciate your feedback. Again, we apologize for the inconvenience caused. If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to:  [email protected]. 
  
  Sincerely, 
  
  Michelle S***********;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  ********************
  

  Customer Answer

  Date: 10/28/2022

  [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: ********
  
  I am rejecting this response because:
  
  This is a lie they know ****** shot them down well settle this in court they are commiting fraud
  

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

• Initial Complaint

  Date:10/09/2022

  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 ordered for a dedicated server from IONOS in July 2022 and then I found out about the server that they don't have free customer support and also their software was not very friendly and I felt like this is not something I can use easily , and the customer support was not very friendly So I tried to cancel the service on the same day and they sent an email confirming my cancellation, after few weeks they sent my information to the collection agency and they are trying to collect money from me illegally . I think this is very wrong , please take their license away from them and put them out of business. thanks

  

  Business Response

  Date: 10/12/2022

  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 service that need the most attention. 
  
  According to our records, our Social Media team has recently addressed your concerns via email. For further clarity, IONOS provides customer support for all our products. Specifically, our scope of support for our Server products is outlined here: *************************************************************************************************************************************************** Additionally, should a request be made that is outside of our standard scope of support, IONOS offers Paid Administrative Services. 
  
  On July 2, 2022, two Dedicated Server ****** HDD server contracts were ordered (contract ********, contract ********) on the same day we received your request to terminate contract ********, which was processed with an effective date of July 3, 2022. Subsequently, assistance was requested via telephone on July 3 & 4 regarding the server contract ******** set up. Our server team provided documentation and advised that the support requests made were outside of our scope of support and provided the support options available. 
  
  Unfortunately, a cancellation or request to cancel was not completed for your Dedicated Server ****** HDD contract ********, which caused the invoices to generate. Please note, IONOS does not bill based upon usage but rather on allocation of resources. Once a contract invoices, our billing process attempts to collect payment. Upon this process, the financial institution informs us if the payment declines or processes successfully. No additional information is provided. In cases such as this one, where the payment is declined by the customer's card, a declined debit notice is sent via email. If the payment is not settled after this notification is sent, IONOS sends two additional past due invoices, the second of which notifies the customer of pending service suspension. The outstanding balance was then forwarded to the collection agency.  When a balance is passed to collections, we stipulate with the collection agency that it have no effect on the customer's credit history and it is not reported to credit bureaus.  A balance is only passed to collections when it has been overdue for more than 60 days in our system. Since no cancellation action was taken we would have to consider these charges to be valid and due. Please review the email sent from our Social Media team for additional information on how to settle this balance. 
  
  We hope this information proved helpful and appreciate your feedback. Again, we apologize for the inconvenience caused. If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected].
  
  Sincerely, 
  
  Michelle S******;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  ********************
  
  

  Customer Answer

  Date: 10/28/2022

  [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: ********
  
  I am rejecting this response because:
  These people are conning and cheating not only me millions of people all over the world in the same way they cheated me. They are liars and con artists , they make money by lying, cheating and conning people, Please don't trust people and give your credit card information.
  
  Regards,
  
  *************************************