Complaints
This profile includes complaints for IONOS, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 332 total complaints in the last 3 years.
- 142 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/07/2025
Type: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: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: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,
**** *******Initial Complaint
Date:10/05/2025
Type: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.
Complaint IONOS Name: ****** ***** Address: **************************************** Email: ******************** Phone: ************** Business Name: IONOS Complaint Summary:IONOS charged me for five separate website hosting contracts when I only intended to set up one website. Even after confirming I am only using one hosting plan, they continue to bill me for all five and refuse to correct or refund the overcharges.I am submitting this complaint against IONOS for what I believe to be fraudulent and unethical billing practices.While setting up my website hosting through IONOS, I accidentally created five separate hosting contracts under my account. This was an honest mistake. I was setting it up myself and am not a web professional. Only one website is actually active on my account, which *********************** staff can easily verify.When I contacted IONOS customer service to explain and correct the error, they confirmed that they could clearly see I only have one active site. However, they refused to close or refund the extra hosting plans. The representative stated that 'it doesnt matter' whether I use them or not. I am still obligated to pay.This is unfair, deceptive, and predatory. IONOS is charging customers for multiple unused accounts and refuses to fix obvious errors, even when they can confirm that only one service is in use. They are profiting from mistakes that any average consumer could make during account setup.I believe IONOSs business practices are fraudulent and misleading and pose a serious risk to other consumers. Many customers could be paying for multiple unused contracts without realizing it. I am requesting that the Better Business Bureau investigate IONOSs billing and refund policies and take appropriate actions to hold them accountable.Desired Resolution:- Refund all charges for the four unused hosting accounts.- Investigate *********************** deceptive and unethical billing practices.Business Response
Date: 10/09/2025
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.
Wed like to clarify that this complaint was addressed prior to receiving the BBB complaint. Our team reviewed the account and provided an explanation regarding the charges and the available options. While we understand the situation was unintentional, services are billed based on the contracts created during setup, regardless of usage.
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:10/03/2025
Type: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.
SCAM Company will force you to pay Fees by locking ALL Domains! IONOS locked all 18 of my Domains over a disputed claim of $45. I am not able to renew nor access my Domains, "locked domains are not displayed". I sent IONOS an ***** email saying they must allow me to transfer my domains within 5 days, which they ignored. Every time I spoke with IONOS I received a different story. They also have other (disputed) services listed on Instant Domain Invoices and took money from my Bank Account several months!. I DEMAND they unlock my Domains and remove the disputed $45 charge, any charges resulting from my inability to access and renew my Domains and refund the unauthorized monies charged my Bank Account!Business Response
Date: 10/09/2025
Dear Ms. ******* ******,
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 important domain access 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.
Please know that services are not locked unless payment has not been rendered or if there are concerns related to account security. For every service ordered, an order and contract confirmation email is sent to the email address on file and is also available in the notification center of the account control panel.
At this time, we are unable to grant access to an account that has an outstanding balance, including disputed charges. However, we are more than happy to review this matter further. An email has been sent to the email address on file, and we have also attempted to reach you by phone to work toward a resolution.
Sincerely,
******** Smith
Executive Solutions Manager
IONOS, Inc.
*************************************Customer Answer
Date: 11/10/2025
IONOS communicated via email but did not provide a Phone Number for direct communication with the person supposedly handling this matter and now appears to be stalling resolution. I need an Agreed Resolution for this Complaint without more delay.Business Response
Date: 11/10/2025
Hi ******* ******,
Weve been in ongoing communication with you regarding this matter and are unsure why this was stated, as several attempts have been made to reach out. In your most recent email, you mentioned being without internet access for several days, which may have caused some delays in our exchanges.
Weve since reached out again via email offering a callback at your preferred time so we can speak directly and work toward a resolution. Please respond to our most recent email to confirm the best time for us to connect we look forward to resolving your concerns as soon as possible.Sincerely,
******** Smith
Executive Solutions Manager
IONOS, Inc.
*************************************Initial Complaint
Date:09/28/2025
Type: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.
They are a fraudulent company. I cancelled a service, they went ahead and billed me anyway, and now telling me there's nothing they can do about it. I've already spoken to two people in their cancellation department, two people in customer service, and someone in billing . THEY LIE. They billed me anyway and now refusing to refund me.Business Response
Date: 10/06/2025
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.
Were sorry to hear about your experience and appreciate the opportunity to address your concerns. Our team reached out prior to receiving this complaint, and we can confirm that your service has been downgraded as requested. A refund was also processed to the payment method on file on October 1, 2025.
We take all feedback seriously and have shared your comments with our ***************** team to help improve our processes and training. We appreciate your patience and understanding as we worked to resolve this matter, and we remain committed to ensuring a better experience moving forward.If you have any further questions or need additional clarification, please dont hesitate to reach out to us here within the Executive Solutions team at ********************************************************.
Sincerely,
******** Smith
Executive Solutions Manager
IONOS, Inc.
*************************************Initial Complaint
Date:09/28/2025
Type: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.
Paid for a domain on 7/25/25. Went to set up the website and was charged for another domain under a completely different contract. Called customer service to resolve it and was told I will be paying for both services even though one of them doesn't even have a domain attached to it at all. I only needed one domain, not two. Insanely dubious and purposely confusing business to get more money from people. Do not use this company unless you are prepared to waste time, money, and deal with an insane hassle.Business Response
Date: 10/06/2025
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. Our team has attempted to contact you at the number on file and left a message. We would be happy to arrange a callback at your preferred time; our availability is Monday through Friday, 8:00 AM to 4:00 PM EST.
All orders placed through our system go through a standard order and contract confirmation process, which provides customers with a full summary of the selected products and pricing before the order is finalized. Each order is also followed by a contract confirmation email for recordkeeping.
Our services include a 30-day money-back guarantee as stated in the contract terms, allowing customers to review their selections and request cancellation if an unwanted service was added.
We are happy to assist with terminating any unwanted services. Please note that termination results in permanent loss of any associated data, including website content and email services.
To proceed, we have sent an email to the email address on file and kindly ask that you confirm which contracts you wish to keep or cancel so we can finalize your request and ensure no additional invoices are generated. Alternatively, you can email us within the Executive Solutions team directly at ********************************************************. We look forward to resolving your concerns promptly.
Sincerely,
******** Smith
Executive Solutions Manager
IONOS, Inc.
*************************************Initial Complaint
Date:09/22/2025
Type: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 no longer require this companys services and have called FOUR separate times to cancel my contract. Each time, I was assured that all items were cancelledyet I continue to be charged the following month. This is completely unacceptable.Their online system requires you to complete cancellation steps, which then directs you to a representative. Those representatives give false confirmations, assuring customers that contracts are cancelled when in fact they are not. This is a deliberate and deceptive practice.I should not have to jump through endless hoops to cancel a contract I no longer need. At this point, the company appears to be operating as a scam, intentionally misleading customers and continuing to charge them without authorization. This behavior is fraudulent and should be formally investigated.Business Response
Date: 09/30/2025
Dear Mr. ******* ******,
Customer satisfaction is our top priority, and on behalf of IONOS,I apologize for any confusion regarding your renewal and payment process, and thank you for sharing your feedback. Customer input is invaluable in helping us improve.
To avoid interruptions, our services are set to automatically renew, as outlined during the order process and in our Terms and Conditions. Cancellations need to be submitted before the renewal date, and reminders are posted in your Control Panel to help keep you informed.
We do have record of your hosting cancellation request, completed in July 2025. However, the domain and email services remained active since no cancellation request was received for them. A confirmation email for the domain cancellation was sent to the address on file on September 22, 2025.
No further action is required at this time as your concerns have been handled prior to receiving this complaint. Should you have additional questions, please feel free to contact the Executive Solutions Team at ****************************** at your earliest convenience.
Sincerely,
******** Smith
Executive Solutions Manager
IONOS, Inc.
*************************************Initial Complaint
Date:09/21/2025
Type: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.
Dear IONOS and Radius Teams,I am writing regarding a billing issue with my former IONOS account. Please note the following:1.I did not intend to renew the service. The subscription was auto-renewed without prior notification to me.2.After contacting IONOS customer support, all subscriptions and contracts were cancelled, and my IONOS account was officially closed.Requests:I formally request confirmation that:All services and contracts have been cancelled.I owe no outstanding balance to IONOS or Radius.Any debt collection attempts are stopped ************** negative records related to this matter will remain on, or be reported to, credit bureaus or any third parties that could harm my credit or *************** steps if unresolved:If I continue to receive debt collection notices or if negative credit reporting occurs, I will file formal complaints with the ***, ***, and my State ************************* I also reserve the right to pursue legal action.Supporting evidence:I have found numerous public complaints showing that I am not the only customer affected by ********************** billing practices and Radius collections:1.Multiple consumer reviews and complaints about unexpected IONOS auto-renewals, billing confusion, difficulty cancelling, and accounts being sent to collections. Trustpilot+2Reddit+2 2.Numerous BBB complaints showing customers reporting renewal/billing disputes and IONOS responses about automatic renewals and prorated credits. These are useful because BBB entries show formal complaints and company replies. Better Business Bureau+1 3.Reddit threads from webhosting communities describing people who say IONOS charged them unexpectedly, made cancellation difficult, or sent accounts to collections. (Good for anecdotal corroboration.) Reddit+1 4.Government consumer-complaint database entries showing *********************** (a major third-party collector) appears in CFPB/consumer databases with complaints that collections attempts were forBusiness Response
Date: 09/25/2025
Dear ** ***,
Customer satisfaction is our top priority, and on behalf of IONOS, I apologize for any confusion or frustration you experienced regarding your renewal and payment process. 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 all of our services are set to automatically renew, as outlined during the order process, within the order and contract confirmations, and in our Terms and Conditions. This process ensures that there is no disruption to your services unless a cancellation request is submitted before the renewal date. Our automatic renewal policy reflects industry standards and is designed to protect our customers from losing access to critical services, such as email or websites, that could otherwise be interrupted.
Its important to mention it is the responsibility of the account holder to manage their services, which includes submitting cancellations for services no longer needed and monitoring renewals and invoices. If a cancellation request is not received prior to renewal, the service will automatically extend and the corresponding invoice will be generated. Renewal notifications are posted in the ******************* of your Control Panel to help keep you informed. As the account balance remained unpaid after 60 days, the outstanding amount was forwarded to our collections partner. This process has no impact on your credit history. It is a standard procedure we follow only after repeated attempts to resolve the balance directly.We have sent an email with further details to the email address we have on file. Kindly review the email and respond directly so we can address your concerns further and assist you with the next steps.
We appreciate your understanding and look forward to resolving this matter for you.
Sincerely,
******** Smith
Executive Solutions Manager
IONOS, Inc.
*************************************Initial Complaint
Date:09/21/2025
Type: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.
This company made the cancellation process exceptionally difficult and refused my cancellation request when I made a phone call.Business Response
Date: 09/25/2025
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. Thank you for sharing your feedback I would like to clarify how the cancellation process works. Cancelling a contract is not *************** log into your account, go to Contracts/Subscriptions, select the contract you wish to cancel, and follow the prompts. As stated in our Terms and Conditions, cancellations must be completed prior to renewal to prevent charges.
When contacting our support team, all callers must be verified for security purposes. If we are unable to verify the account holder, no information can be shared and no action can be taken on the account. This measure is in place to protect our customers.
To assist further, we have also sent an email to the address on file with additional details tailored to your account. At your earliest convenience, please review this message and respond directly so we can resolve your concerns quickly.
We value your business and look forward to your reply.
Sincerely,
******** Smith
Executive Solutions Manager
IONOS, Inc.
*************************************Customer Answer
Date: 09/26/2025
[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: 23913348
I am rejecting this response because:
I have cancelled many contracts in my 52 years. Never was I asked for my PIN to log in. There are other ways to verify. The IONOS online page specifically says I have to call customer service to cancel.
Regards,
** ***Business Response
Date: 10/06/2025
Dear ** ***,
Thank you for your feedback. We understand your frustration and appreciate you taking the time to share your concerns.
Our records indicate that no verification was provided on your end during the cancellation attempt. For security purposes, the PIN is the easiest and most secure way to verify that only the authorized account holder can make changes or cancellations. Verification can be completed with other measures, which are presented at the time of the call, this step is in place to protect your personal information and prevent unauthorized access.
We can confirm that your cancellation has now been completed, and no further invoices will be generated. We apologize for any confusion and appreciate your understanding as we maintain secure processes for all customers.
Sincerely,
******** Smith
Executive Solutions Manager
IONOS, Inc.
*************************************Customer Answer
Date: 10/11/2025
[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,
** ***
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