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:02/05/2023

  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.

  Contract including 2 domain names was set for renewal around January 27th, 2023. One of those domain names, which is not in use, was billed 4x the regular price hefty price for a product that is not in use.The contract was canceled a few days later (January 31st, 2023) as IONOS states on their website "30-day money-back guarantee: If you are not satisfied with a product you have ordered, you can make use of our money-back guarantee within the first month."I received a cancellation email that evening (that my contract would be canceled on January 31st, 2023) and my contract, as well as the domains were REMOVED from my account (rightfully so, as it's canceled).I contacted customer service as there was no pending refund and my products (2 domain names) were removed from my account. They refused the refund, stating it has to be canceled 3 days prior to renewal, which is ignoring their 30-day money-back guarantee, and "If you wish we can add the domains back to the account so you can use them until the next renewal."So they charge my card, accept the cancelation, and if I want to get those domains back on the account until the end of it's renewal, I have to ask them for this?How is this not an automatic process?Why is the 30-day money-back guarantee not honored?This is a multi-billion dollar company.Customer service just tells you to use their useless hamster wheel called the "help center" which gives you vague answers and directs you nowhere OR to call their outsourced off-shore phone centers that are impossible to reach.I've been with them for nearly 10 years now, 20+ domains (at least), but they're the SAME typical greedy, shady, large corporation that preys on hidden terms and conditions and auto-renewals, with terrible customer support. No different than *******.

  

  Business Response

  Date: 02/10/2023

  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. 
  
  Upon review of your account, we have found that the domains in question have been registered since Jan 2021. There has been no change in domain renewal pricing since the time of order. Any change that has occurred in total price for the domains is due to VAT. While IONOS does have a 30 day money back guarantee, as these services have been active since 2021, this guarantee is not applicable. In addition, in accordance with our terms and conditions domain name registrations and renewals are non-refundable. This information has been described at the time of order. 
  
  IONOS allows for a termination request to be processed within the control panel. For step by step directions on how to process please review this link: ************************************************************************************************************************************ Please note, as all services are set to auto renew, in order to properly process a cancelation of a product we must receive your request to cancel at least 3 days prior to the renewal date, in order to avoid invoicing and contract renewals. 
  
  As a one time courtesy, we have reversed the associated invoice for the cancelled contract. Please allow up to 7 business days for the funds to be returned to your financial institution. 
  
  We appreciate the time you have spent with us thus far and again thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair 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.

  Account transaction 1/30/23 Hosting account purchased (money charged from card)I was then contacted saying that I owed a previous balance. I followed up and the balance was only $1. They then proceeded to send me an email asking me to wire the $1 through bank transfer. I replied and spoke with a representative that agreed the transaction fee would be more than the $1 fee so we agreed that we would ask for the balance to be waived so they could activate the current subscription. 1/31/23 I called back every day since and still the current subscription in which I payed for is not activated. 2 representatives hung up the phone and disconnected the line abruptly. I still have not had any correspondence from billing as the phone representatives say they are I. Another country and the office in America only has authority to change it. I have missed out on money as deadlines have past and still no correspondence from the billing department. It is simply waiving the $1 balance and activating current hosting subscription and I have waited all week for a solution. Im wondering how they sent me a request to pay via bank transfer but no one is able to take care of the situation at hand. A huge inconvenience.

  

  Business Response

  Date: 02/10/2023

  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.

  As stated by our support team in order to activate new services with IONOS, any outstanding debts, must be settled. As a one time courtesy, the balance of $1.00 was being waived. We apologize for the length of time to address your request as all requests are reviewed by several teams and I can confirm at this time your order has been activated, effective Feb 7, 2023 and is available for use.

  For further clarity, during the order process IONOS sends the amount of your purchase total for authorization to your financial institution. Once authorized, this amount is placed on hold and removed from your available balance immediately. When you receive your invoice the transaction clears and the hold is released to us. This process can be confusing as some financial institutions do not reflect the initial reservation as a hold, rather it seems as though the funds have been pulled from the account. Then once the invoice generates and the funds are actually pulled from the account it may look as if there are two transactions for one order. According to our records the authorization hold was placed on January 31, 2023, and the funds were released to IONOS on February 10, 2023, after account activation. If you have further questions on this process, we ask that you contact your financial institution.

  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.
  **************************************

• Initial Complaint

  Date:01/20/2023

  Type:Service or Repair 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 were late on a bill to Ionus. We hold several domains used for personal blogging and small business. When I noticed a problem with the site, I let my spouse know. He realized he had auto-renew but with an expired credit card going to an old email he didn't check, so that was on him. He contacted the company paid the renewals and a fee to get everything back up and was told everything was okay. The sites were back they said and they were. But now it turns out that a month AFTER he paid the bills, they sold the domain name to marionstein.net to a "site harvester" that they partner with and it was then sold by that company ****.com to someone in the Caiman islands. My name could now be used on a site that sells child ****. My name could be used to rip people off. We could be extorted by thousands of dollars to get my name back. They said they gave my husband a "credit" for the domain that was already "released" but it wasn't sold for another month and he can't even find an email about the credit. I want my name back. The fact they didn't tell us and they partner with this company sounds like it should be illegal.

  

  Business Response

  Date: 01/26/2023

  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. 
  
  According to our records our team has recently addressed your concerns. A call was made to the account holder yesterday, January 25, 2023 in which the information provided advised of our billing processes as they are related to domain registration. 
  
  For further clarity, on Sept 20, 2022 a notification was sent to the email address on file and to the control panel stating that the payment method on file was expiring 9/2022 and in order to avoid account suspension and ultimate termination, the payment method needed to be updated in accordance with our terms and conditions. 
  
  Email and control panel notifications were sent regarding the upcoming renewal of marionstein.net on 10/03/2022. 
  On Oct 18, 2022 the invoice for your Web Hosting premium generated which included the basic fee for hosting and 8 domain name renewals with varying renewal dates. 
  
  On October 24, 2022, email and control panel notifications were sent advising that we have not yet received payment for invoice number ************ noting to please update your payment details at least 3 days before the cancellation date 11/08/2022 for marionstein.net. This will ensure that payment is still made on time.  Unfortunately, the payment method had not been updated and we were unable to successfully process payment which caused the domain name marionstein.net to terminate and access to the Web Hosting premium contract was suspended effective 11/11/2022. 
  
  Credit note (************) generated clearing the balance due for marionstein.net as the domain was no longer active. 
  On Nov 14, 2022 the payment method had been updated which allowed for the remaining balance due (minus credit notes ************, ************, ************, ************ for cancelled domains) on the Web Hosting premium to be successfully collected. The contract itself had been unlocked and the remaining domains/websites were active and available for use.  
  
  Upon termination, the domain ***********.*** entered into the redemption period, the Redemption Period occurs approximately 30 days after a domain has reached its expiration date or has been cancelled. During the 30 days after the expiration date, IONOS locks the domain for our customers protection, to prevent unauthorized transfers, and allows the registrant the ability to restore the domain, before the domain is released to the public. Unfortunately, we were not contacted soon enough before the domain was released to the public and available for registration. The domain was then registered on Dec 14, 2022 through an alternate registrar.  
   
  Please note, when the domain is released to the public, any consumer may purchase the domain including companies like **** which is a platform for reselling domains. I can assure you that the availability to register this domain follows all guidelines as they pertain to domain registration and cancellation. 
  
  While we always aim to assist in the best way we can, we are limited in the assistance we can provide for this request as all notifications regarding the expired payment method, domain renewal, domain registration fees, failed payments and termination notifications were provided to the email address on file and within the control panel. We would be unable to retrieve this domain on your behalf and are unable to provide additional assistance with the domain's status. 
  
  I would also like to confirm that the courtesy extended of a credit to your contract in the amount of $100 was processed. This credit is provided on the back end and will be noted on the bottom of any new invoices that generate for the contract. 
  
  While we understand this is not the resolution you are seeking, we hope that the information provided proved helpful in understanding our policies and processes as they pertain to domains, billing and termination. 
  
  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.
  *************************************

• Initial Complaint

  Date:01/13/2023

  Type:Sales and Advertising 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.

  salesman called trying to sell me a website and training/coaching to add to the domain name and email i had through them. . told him i was not interested. he pushed to send me info about what he was selling via email. next i find that he charged me for this monthly website and coaching that i never signed up for. i called to complain and the people were not pleasant. i then wrote an email which has been ignored. not i file this complaint about fraudulent billing.

  

  Business Response

  Date: 01/26/2023

  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. 
  
  Your information has been forwarded to our Quality Assurance team for further review. They have ruled in your favor and will be following up with the agent for for quality and training purposes and advise management for areas of improvement. 
  
  At this time the services referenced have been terminated and all associated invoices have been reversed. 
  
  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.
  *************************************

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair 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.

  The company offers a costume website design made by experts, but I received the worst work ever. They debited from my account $528 for services not received. And do not want to give a refund. They offered me a professional website with stunning images, copywriting, and SEO. The result was a great disappointment; I lost two weeks for a 5-page job where I gave them all the necessary information. The result is one website with the wrong information, no copywriting, no stunning images, you can't use it, and it didn't meet what they offered me and what I had requested. It is work that needs to be re-do from the beginning making me lose 2 or 3 weeks. I asked for a refund, and they do not want and are forcing me to continue with them with the obligation to pay for one year contract that I never signed or had on my hands. I want my immediate refund for services not received, falsely advertised, and spoken in our conversations. IONOS does not answer calls; I sent emails, and they are not in the best position to help with this problem; I need my money back soon.

  

  Business Response

  Date: 01/10/2023

  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. 
  
  I have attempted to follow up via phone and have left a message, I am sorry to have missed you. Upon review of your concerns, I have found that two Design Service contracts were purchased on the same day and a consultation call was completed for one service. Our records indicate that content was to be provided to our design team and unfortunately, our design team has yet to receive this information. As per our terms and conditions regarding this service, a website was designed based off of the initial consultation, sent to you for review and a follow up phone call was scheduled to review and make any updates/changes of your request.  
  
  Our Design team will be happy to make any revisions of the content and I am happy to review the services on your account for any applicable refunds. I have sent an email to the email address on file regarding your concerns. Please respond directly to that email so we may assist you further. 
  
  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

  [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:
  After their message the are continuing trying to debit funds from my bank account for the same issue 

  i need they stop this practice. 

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

  

  Business Response

  Date: 01/27/2023

  Dear *********************************, 
  
  We apologize for any attempts to collect payment as our billing system is automated and once an invoice generates, payment processing is initiated. I can confirm at this time that the balances for the terminated services have been cleared and at your earliest convenience please update the payment method on file so we can process payment for your remaining active contract. 
  
  Once more, we apologize for any inconvenience, and thank you for taking the time to speak with me over the phone. 
  Sincerely, 
  
  ******** ***** 
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

  Customer Answer

  Date: 02/10/2023

  [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:01/04/2023

  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 November 28, 2022 I sent a wire transfer to Ionos for a 34.93 I faxed and emailed a copy to the provided contact info. They claim they never got the transfer even tho both banks say the recipient has received the payment already. Iv contacted support over 10 times and they will not validate my account or credit my account. My id:***********

  

  Business Response

  Date: 01/17/2023

  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 apologize for the length of time to process your payment via standard wire transfer. While we aim to assist in the best way we can, we are limited to the assistance we can provide for this type of request as this process is initiated by the financial institution and our accounts receivable team will only be able to process payments that have been successful. 
  
  At this time I can confirm that all billing restrictions have been removed and your accounts ********** and ********** are active and available for use. 
  
  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.
  *************************************

• 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:01/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to get help with my account *******. When I get the call center in the Philipines I am told to call back if I want a USA representative. When I ask for a supervisor I am told NO. I filed a complaint online now they are retaliating by cancelling any orders without notificiation or why they are cancelling. When **** responds to email but then I get responses from others. Would like to know they cancelled the order and still have pending charge on the Amex. If they do not want customers that complain about the service let them know that they do not want customers ahead and we will move on.

  

  Business Response

  Date: 01/10/2023

  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.
  
  It was a pleasure speaking with you over the phone today and again we apologize for the inconvenience caused. While we understand that your preferred contact with IONOS is through an onshore representative,  we are unable to provide the excellent level of service we consistently work to achieve for your particular product with our onshore support teammates as they provide support for our other services. I can assure you that our offshore support teammates are well versed in your hosting needs and are willing to go above and beyond for our hosting customers. We would like to provide clarity on the escalation process to our supervisors. We always hope to resolve a customer's concern at the first point of contact, however there are cases when an escalation is required and in order for our support teammates to facilitate this escalation, we require verification of the account. Unfortunately, our support teammates were unable to verify your account and details were not provided as to your concerns, so they were unable to process this request. 
  
  I would like to reiterate that the termination of your order was not done in retaliation, rather out of responsibility to be a better partner in the internet community and in accordance with our General Terms & Conditions. Our security team has provided an update via email and we appreciate your patience while our security team worked to review your request. I would also like to confirm the authorization hold was released the same day of the terminated order. 
  
  Again, it was a pleasure speaking with you over the phone and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

• 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.
  ********************