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:09/21/2025

  Type:Product 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.

  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,
  
  ** ***
  
  

• Initial Complaint

  Date:09/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company Information:Company Name: IONOS ****Address: ********************************************************** Complaint Type:No for all Buyers Remorse / Price / Apology / Info / Civil Rights questions No for Employee/EmployerNo for Criminal PenaltyNo for Court FiledNo for Company collecting from another companyComplaint Description:I am filing a complaint against IONOS **** regarding repeated billing issues and an unresolved domain transfer.Recently, I requested a domain transfer within my IONOS account (Domain: ***********). The transfer was advertised as free, but I was unexpectedly charged $5. It was supposed to be completed within 24 hours, but it has not been processed. When I contacted support, they claimed the payment did not appear in their system, although the amount was deducted from my account.This is not the first time I face such issues. During my hosting and domain purchase, IONOS deducted the hosting fee, but later asked me again to pay the same amount. After escalating the issue, the amount was refunded, but then deducted again for hosting.These repeated billing errors and service delays are unacceptable.Resolution Requested:Immediately complete the transfer of my domain (***********).Refund the $5 charge for the domain transfer.Ensure no repeated double charges occur in the future.Supporting Documents:Screenshots of the payment deduction from my bank account.Any email correspondence or chat transcripts with IONOS support.

  Customer Answer

  Date: 09/22/2025

  From: ???? ??? ???? ????? <*********************************************************************************************************************>
  Date: Mon, Sep 22, 2025 at 1:34?PM
  Subject: Re: You have a new message from the BBB of ******************* & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <*****************************************************************************************************************************************>
  

  
  
  

  

  

  Business Response

  Date: 09/23/2025

  Dear Mr. ***** ******,
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  
  We have reviewed your complaint and would like to provide clarification.
  
  For your recent domain transfer request (***********), no fee is charged for transfers within the same account. What you experienced was an authorization hold placed on your payment method at the time of the request. This is a standard banking process to validate the payment method. As no invoice was generated for the transfer, the authorization hold was subsequently released, and no charge was collected.
  
  The domain transfer itself has been completed successfully.
  
  We also note that your concerns around duplicate billing for hosting have been addressed previously. During your original order, both the authorization hold and the actual invoice charge occurred, which created the appearance of a duplicate transaction. The authorization hold was reversed, and the hosting invoice was correctly processed.
  
  This has already been explained in our prior communications before the submission of your complaint.
  
  Resolution provided:
  
  The domain transfer has been completed.
  
  The $5 authorization hold was released and not billed.
  
  Hosting charges have been corrected, with duplicate holds reversed.
  
  We trust this clarifies the situation and confirms that your requests have already been resolved.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

  Customer Answer

  Date: 09/24/2025

  [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: 23894456
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***** ******
  
  

   

   

   

  Dear Ms. ******** ***** and the IONOS Team,

   

  Thank you for your recent response. However, I must emphasize that your reply does not reflect the full reality and no practical solution was provided until I filed my complaint on public review platforms. My issue regarding the free email account associated with the domain *********** was only addressed after public pressure, which is unacceptable.

   

  Furthermore, there are serious concerns that remain unresolved:

   

  1. Unauthorized changes to my bank payment card information multiple times without my consent.

   

   

  2. No assurance that my personal information will not be shared with third parties interested in purchasing the domain.

   

   

  3. Ongoing security concerns regarding my personal and banking information due to your procedures.

   

   

  4. No guarantee that other services linked to my account or domain will not be affected in the future.

   

   

   

  I demand an immediate and comprehensive resolution to all these issues, along with a clear written commitment that no interference with any information or services linked to my account or domain will occur in the future.

   

  Please note that I will escalate this matter to consumer protection authorities and publicly share my experience if a practical and serious solution is not provided promptly.

   

  Sincerely,

  ***** *** ***** ******

  Customer ID: *********
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/06/2025

  Dear ***** ******,
  
  Thank you for taking the time to share your concerns with us. We truly understand your frustration and appreciate the opportunity to clarify.
  
  Please know that we have extended a courtesy beyond our standard process to help address the confusion surrounding your hosting plan and the included features. The plan you selected includes one email address, and as this caused some misunderstanding, we made an exception to assist further where possible.
  
  Regarding your payment information, weve confirmed that no unauthorized changes have been made. For your security, our system does not permit anyone including our team to modify payment details without your direct action through the secure control panel.
  
  We also want to reassure you that your personal and billing information is never shared with any third parties interested in domains or services. Your data is fully protected in accordance with our strict privacy and security standards.
  
  At this time, were unable to proceed with adding the ********** service because the payment method on file could not be verified through the order process. To continue, please ensure that your payment method is active and has sufficient funds to allow the authorization hold. Once updated, please respond to our email directly or email us at ****************************** well be happy to help finalize the setup or resolve any remaining service concerns.
  
  We truly value your patience and understanding, and our goal is to ensure everything is handled securely and transparently.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 10/10/2025

  ????????? ?? ????? ??? ???????? ????? ??????? ?????? ????? ????. ?? ??? ??? ????? ?? ???? ???? ????? ?????? ????????? ??????.
  
   ??? ??????: ????????
  
  ???? ??? ???? ??????? ???????:
  ??? ??? ???? ? ?? ??? ?? ?? ??? ???? ???? ????? ?? ???? ?? ??? ????? ??? ? ?? ??????? ?? ??? ???????  ? ???? ??? ???????

   

   

   

   

   

   

   

   

  Dear Mr. ***** ****** (Customer ID: **********, 
  
  Thank you for your message and for sharing your concerns. While I must respectfully clarify that the request you are making does not fall within your contractual entitlements, we do want to make every effort to resolve this matter to your satisfaction and bring the issue to a close.
  
  As a goodwill gesture, we are prepared to add one Mail Basic mailbox at no charge to your hosting contract. Please note that the order process will still trigger an authorization hold on your payment method. No funds will be collected, and once the mailbox is provisioned, we will apply a credit to the contract to cover the initial invoice while simultaneously creating a service ticket to ensure the mailbox is permanently assigned to your account at no fee. We will also provide you with an update once this adjustment is fully processed.
  
  If you agree to this resolution, please confirm by replying to this message, and we will proceed with the setup immediately.
  
  Sincerely,
  ******** *****
  Solutions Manager
  IONOS
  
  ?? ???????
  
  ???? ?????
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally dispute an outstanding balance of $90.00 for a Domain Restoration Fee, which appeared on an invoice #************ received on August 18, 2025. This charge is invalid and was initiated in error.On August 18, 2025, I contacted IONOS customer service department to explain that this fee was not owed. Despite my notification, an unauthorized transaction of $90.00 was processed from my **** debit card on file with their company the following day, August 19, 2025. I immediately filed a dispute for this unauthorized charge with my bank.Upon contacting IONOS customer service again on August 19, a representative investigated and confirmed that the fee was not owed. As a result, an Invoice Cancellation was issued on August 19, 2025, and a refund for the unauthorized charge on August 21 (effective date). However, I am still receiving billing notices for this same invoice as of August 16, 2025. In addition to suspension of service notification.The issue has been further complicated by a claim from IONOS indicating that I received a double refund for the $90.00 transaction, alleging that a chargeback was issued by my bank. To refute this claim, I sent IONOS a copy of the correspondence from my bank on August 29, 2025, which details the disputed transaction and its resolution, confirming that a double refund did not ******** multiple attempts to resolve this issue with IONOS have been unsuccessful. Furthermore, my requests for written documentation proving that I owe this money have not been fulfilled. I request that you investigate this matter and provide a final resolution in writing, confirming that this erroneous charge has been permanently removed from my account. In addition, I want to part ways with this company for good based on all the financial problems and harassment that I have received from them since June of 2025. They are holding me to a contract one of which they have violated on multiple occasions.

  

  Business Response

  Date: 09/23/2025

  Dear Tayelor Long , 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  
  We have already addressed the matter of the disputed charge and issued a refund for the amount in question. Please note that when a dispute is filed with a financial institution, their process must first be completed before a final resolution can be confirmed. Until we receive formal notification from your bank, the system will continue to reflect the balance as outstanding and due. Only if a balance remains unpaid for 60 days is it forwarded to collections.
  
  Regarding the ****** wire that was offered, this was suggested as an alternative resolution method after our records indicated that two refunds had been processed. I understand how this may have caused additional concern, and I apologize for any misunderstanding.
  
  To ensure your case receives the focused attention it deserves, please reply directly to the last email you received from our team (from ******************************** We will be happy to provide any further clarification in writing and walk through the details with you step by step.
  
  Again, I regret the inconvenience this has caused and thank you for allowing us the opportunity to explain the process more clearly.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 09/29/2025

  [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: 23893129
  
  I am rejecting this response because: I am reopening the dispute with my bank to conduct a further investigation regarding the chargeback you claimed has occurred to your account. I hope you give them time to find out what happened to the funds so that we can reach a settlement in this case.
  
  
  Regards,
  
  Tayelor Long
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 10/06/2025

  Dear ******* ****,
  
  Thank you for your reply and for sharing your continued concerns. We completely understand your position and appreciate your commitment to resolving this matter.
  
  To clarify, the invoice related to the dispute was already refunded on our end. This means that when the chargeback was initiated, the funds in question had been pulled back by your financial institution, leaving an outstanding balance with us.  As a result, our internal refund processed uncollected funds due to the chargeback.
  
  Regarding the chargeback process once a dispute is filed, the bank becomes the primary point of contact and conducts a formal investigation into the disputed funds. During this period, the funds are temporarily withdrawn or held by the bank until their review is complete. We are required to wait for the banks final determination before any further action can be taken.
  
  We appreciate your patience while your bank completes their investigation and hope their findings bring clarity and resolution for both sides. Please be assured that we remain fully cooperative throughout this process and look forward to resolving your concerns as soon as the bank concludes its review.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 10/11/2025

  [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: 23893129
  
  I am rejecting this response because: Ionos continues to bill me for a $90 dollar transaction that my bank has confirmed was resolved with no error, and the funds were returned to your company on August 30, 2025. I received written confirmation from my bank on September 30, 2025, which I will forward to the email address you provided ******************************** and upload it the Better Business Bureau website. Despite my follow-up, your records have not been updated.Please update your billing records to reflect the cleared transaction by October 20, 2025. If this is not resolved by that date, I will escalate the matter to my ******************************, *****************************
  

  Thank you for your prompt attention to this matter.
  
  Regards,
  
  Tayelor Long
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/17/2025

  Dear Tayelor Long,

  We understand your continued concerns regarding the disputed $90 transaction. Our records currently do not reflect receipt of the funds, which is why the balance remains on the account. While we appreciate your willingness to share your personal bank confirmation, we do require official notification to be sent directly from your bank in order to reconcile the payment on our end.
  
  In the meantime, we are also working with our backend team to determine if there are any additional steps we can take internally to help expedite this process. Once official confirmation is received, we will review and update the account accordingly.
  
  We remain committed to working with you toward a resolution as quickly as possible.

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

  Customer Answer

  Date: 10/20/2025

  [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: 23893129
  
  I am rejecting this response because: Of the most recent response concerning the delinquency claim on my account. Despite my previous submissions, the issue remains unresolved. Your continued assertion of a delinquency is incorrect, as confirmed by the enclosed documentation from my bank, ***************************** (****).

  I have attached the following documents, some of which may be resubmissions, to provide comprehensive evidence of this matter:
       1. DFCU_Bank Transaction_Provisional Credit Reversal: Confirms the reversal of a provisional credit related to the disputed transaction.
       2. Copy of Invoice Cancellation: Shows IONOS's cancellation of the invoice in question.
       3. Copy of bank transaction - unauthorized Debit Card Transaction: Verifies the unauthorized debit of $90 by IONOS.
       4. Copy of bank transaction - Refund Deposit by IONOS: Documents the refund payment credited to my bank account by **********************.
       5. Gmail _Desert ********************** Dispute_**********C: Provides an email from **** confirming the disposition of dispute #**********C.

  The documents from my financial institution, including the provisional credit reversal, explicitly demonstrate that the matter has been settled. My bank's resolution confirms that your company was appropriately debited, and I should not be held financially responsible. Your refusal to acknowledge this evidence is unacceptable.

  I trust that upon reviewing this information, you will promptly update your records to reflect the correct status of my account and remove any erroneous delinquency claim. In addition to us parting ways in conducting business with each other.
  

  Regards,
  

  Tayelor Long
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/22/2025

  Dear Ms. ******* ****, 

  Thank you for your continued patience as we worked to resolve this matter.
  
  Were required to receive confirmation directly from the financial institution before any updates can be made to the account. Weve now received confirmation that the dispute has been reversed with our company. As a result, all billing restrictions have been lifted and the outstanding balance has been cleared.
  
  We truly appreciate your patience throughout this process and are glad this matter is now resolved.

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

  Customer Answer

  Date: 10/30/2025

  [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: 23893129
  
  I am rejecting this response because: Due to ongoing issues with the vendor (IONOS).Following my request for contract termination information on October 27, 2025,I received the attached correspondence from IONOS. This communication is perceived as **** and failed to acknowledge or inquire about the reasons for the cancellation request.

  My original dispute resolution request included the immediate termination of services with this company. The decision to part ways stems from continuous and excessive billing, which I consider unilateral and a potential breach of contract. I contend that IONOS has failed to provide services to the agreed-upon standard, specifically regarding fair and consistent billing practices.

  The act of charging my account for a service already paid for, and subsequently holding me accountable for a third-party issue, appears to constitute a material and repudiatory breach of our agreement. This repetitive billing occurred predominantly from June to October. I am seeking to void the contract and request a refund for services paid for but not utilized, based on the documented breaches by IONOS.

  I acknowledge and agree with the settlement of the $90 fee. However, I do not agree with being forced to remain in a contract with a vendor whose actions have eroded trust and necessitated the termination of our business relationship due to their negative behavior.
  
  Regards,
  
  Tayelor Long
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 3/3/25 Amount Total ****** Business advised that contract was cancelled - however still being billed.Disputing amount of ****** I have tried several times, and business is not resolving dispute.

  

  Business Response

  Date: 09/17/2025

  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.  Id like to clarify the status of your account and the transactions in question.
  
  The balance in question was related to a hosting contract that was downgraded to a domain-only contract in March 2025. As part of this adjustment, a refund of $134.06 was processed back to your payment method on file on March 11, 2025.
  
  On March 23, 2025, we received notice of a dispute filed with your financial institution regarding the original invoice. When a dispute is initiated, the full transaction amount is withdrawn from our account and held by your bank until the investigation is complete. Because we had already issued a refund prior to the dispute, this resulted in you effectively receiving two refunds for the same service.
  
  As the account balance remained unpaid after 60 days, the outstanding amount was forwarded to our collections partner. Please note that 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.
  
  The balance of $173.22 therefore remains valid and outstanding. An email with additional details, including the transaction date (March 3, 2025) and invoice breakdown, has been sent to the email address associated with your account for your reference.
  
  We value your business and want to ensure you have full clarity regarding this matter. If you have further questions or would like to resolve the balance directly with us, please reply to the email or contact us here within the Executive Solutions Team at ****************************** at your earliest convenience.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:09/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are trying to charge me for something I NEVER Ordered. They say I ordered this domain guard thing in 2023 and it is a yearly charge. I ordered a domain from them in 2023 I paid $1 for the domain. I never paid any extra when I placed this order. When my domain renewed I once again was only billed the price of the domain. I am not paying for something I did not order. I want the bill cancelled. They always add extras to your order without permission.

  

  Business Response

  Date: 09/17/2025

  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. 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. Id like to clarify that the issue you mentioned was addressed prior to receiving your complaint.
  The ******************** was ordered in conjunction with your domain name in 2023, and information regarding this service was included at the time of order. The order confirmation, contract confirmation and invoice outlining the services were sent to the email address on file as well as to the notification center in your control panel.
  Please note that the transfer of your domain does not cancel the account or any additional features attached to it. That said, our support team has already cancelled the ******************** for you, and the associated invoice is being reversed.
  We truly appreciate the time youve spent with us and your patience as we worked to resolve this matter. If you have any further questions please feel free to reach out to us here within the Executive Solutions Team directly at ********************************************************
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 09/27/2025

  I didn't realize I was supposed to **** something I am satisfied with the resolution of this complaint

• Initial Complaint

  Date:09/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have been charging me for an email address that I never used and don't remember signing up for. They refused to refund me, even though they showed that the email was never used. I am 71 years old and can't afford to pay for an email that I never asked for.

  

  Business Response

  Date: 09/17/2025

  Dear Mr. *** ********, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. Id like to reassure you that your concerns were addressed prior to receiving your complaint. 
  The service in question was ordered in February 2024, and no cancellation request had been received until now. All notices regarding this service, including order & contract confirmation, monthly invoices, were sent to the email address on file as well as to the notification center in your control panel.
  To clarify, our services are billed based on the allocation of resources rather than actual usage, similar to how a cable TV provider charges for access to channels regardless of how many you watch. This ensures that the resources youve requested are reserved and maintained for your account.
  We have now set the service to terminate effective September 30, and no new invoices will be generated. If you have any further questions or need assistance, please reach out to us directly at ********************************************************
  Thank you for your time and patience.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 09/18/2025

  I have asked this company to provide me with a copy of the agreement that they claim I signed allowing them to bill me every month over the last year for a service that I never used or wanted.  If they can't provide this **** that I agreed to this service, then i need them to refund all of my money. 

  Thank you for your help ?? 

• Initial Complaint

  Date:09/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against IONOS due to unauthorized contracts, deceptive billing practices, and refusal to cancel services despite multiple requests.I originally opened a web hosting account with **********************. at which point, additional contracts were added to my account without my direct authorization. These contracts began with $0 trial billing for the first month and then automatically converted into paid services after 30 days. This design delays customer awareness until after charges occur, making it nearly impossible to cancel within the short trial window.When I noticed the charges and attempted to cancel, I was repeatedly told that I was in a contract and could not cancel. Despite several attempts to resolve this directly with IONOS customer service or cancellation departments, I have been denied cancellation with each representative saying that I have been "educated" on their terms with each discussion happening following the 30 day trial window. There are products that were never used. In one call, a representative suggested that I should really research who I do business with, which implies that the company is aware its practices are questionable.I believe these practices constitute negative option billing, where services are added without clear consent and automatically renew unless canceled, contrary to fair consumer protection standards and have engaged the ***. (Reference number available upon request).Resolution Requested:Immediate cancellation of all contracts associated with my account Written confirmation that no further renewals or charges will occur Refund of all charges related to contracts that were initiated via $0 trial billing and without my explicit consent.*** has suggested contacting my state ************************ as these practices constitute negative option billing under *****. Amounts provided include unpaid contract amount.

  

  Business Response

  Date: 09/11/2025

  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. 
  To clarify, all services are subject to the contract terms agreed upon at the time of purchase. These terms were presented during the order process and confirmed via your order confirmation emails, notification center of the control panel and in Section 2.1 of our Terms and Conditions. This approach ensures full transparency and allows us to continue offering our services at competitive rates, including any promotional discounts applied during sign-up. We also want to ensure we support our customers whenever possible.
  We have sent an email to the address on file with additional details regarding your request. Our goal is to ensure customers feel fully supported and informed, and we strive to provide services that align with their needs. When that isnt the case, we aim to assist in every way we can. Please kindly reply to the email at your earliest convenience so we can continue helping you further.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:09/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called several months ago to downgrade a service. I paid for lesser service and was supposed to get a credit for the more expensive plan. They eventually gave me a credit.But, after giving me a credit they sent me a bill for higher amount again and threatened to cut service if not paid. I called and emailed several times and received different stories. You speak to someone new each time. I was only trying to understand why they were billing me again after crediting **** thought it was resolved but trying to get a straight answer from them was difficult. First they said they never received the initial payment which was wrong. I showed them the debit on my account and a credit. Then they said it is still owed but I am having trouble understanding why. I asked did they somehow credit me twice in error. They could not provide dates for that at least as far as I can remember. It is a very frustrating process and has taken a lot of time. Thanks

  

  Business Response

  Date: 09/11/2025

  Dear ***** Fury,

  Thank you for reaching out to us. We sincerely apologize for any inconvenience you may have experienced and appreciate the opportunity to address your concerns. Our records indicate that a dispute was filed with your payment provider, which has resulted in an open balance with us. We understand that this may have caused some uncertainty, and we want to assure you that we are committed to resolving this matter amicably.

  We are looking forward to assisting you in resolving your concerns. We have sent an email to the email address on file for the account with the next steps. Please review and respond directly so we can assist you further.  Alternatively, if you have any questions or concerns, please don't hesitate to reach out to use directly at ********************************************************.
  Thank you for your patience and understanding. We appreciate your business and look forward to resolving this matter to your satisfaction.   

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

• Initial Complaint

  Date:09/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1and1 keep charging me the domain i was cancelled and never use it before for $28.25 CAD.Transaction ID ***************** on Jun 26 2025 they denied to give me the money back by ******

  

  Business Response

  Date: 09/11/2025

  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.
  With the information provided in your complaint, we have been unable to locate the concerns youve raised regarding the charge. To assist you further, weve sent an email directly to the address associated with this complaint so that we can review your account details securely and work toward a resolution.
  Please respond to that email at your earliest convenience so we can investigate this matter and provide the appropriate support.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

• Initial Complaint

  Date:09/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After signing up for a few of they services , the website design team was not able to make a website that would reflect my needs , i sent numerous e-mail and picture to use for reference and guidance, after 5 months they werent able to understand the concept , but still charging the 70 dollars per month for their service or lack of. I decided to cancel the services due to the long time that was taking , this company decided to cancel the services due but deleted all the work that was done and that i had paid for , i requested a full refund and was told that they was kind enough to let me out of the yr contract and that was all they can do.

  

  Business Response

  Date: 09/03/2025

  Dear ****** ********, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  We would like to clarify that your request to terminate the ************** was processed as a courtesy during your contract term, prior to receiving this complaint. As part of this process, we advised that all data associated with your contract would be deleted and unrecoverable, which you confirmed. Your contract was then formally terminated.
  Please note that in accordance with our Terms & Conditions, a refund is not applicable. However, we went above and beyond by terminating your service within the contract term, which is not a standard practice.
  Regarding your website design experience, our design service continues to accept edits and revisions until the customer is satisfied with the final design. Our teams goal is always to assist in the best way possible and to ensure a positive outcome. We regret that despite our efforts, the result did not meet your expectations.
  We appreciate your feedback and will continue to work on improving our processes and communication to better serve our customers. If you have any additional questions or require additional clarification please respond to our email (from ******************************* directly and we are happy to clarify further. 
  Thank you for your understanding.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 09/03/2025

  [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: 23825835
  
  I am rejecting this response because:
  
  This company is not addressing the issue here , they took my money while not providing the service that was advertised false advertising their web development department was not located in the us but overseas , all im asking is for the refund on that department since they were not able to provide the all updates on your website as you need per month or re build a functional website to meet your needs , i understand they cancelled the contract as a courtesy but lets be honest where they actually meeting their own requirements or guidelines of the contract on their side ? As i mentioned to them previously im trying to be fair and settle this on a way we all can be happy but i am looking into having the attorneys general here in ********** get involved and advice after they start an formal investigation on the case. I rather not go that route but Im a disabled combat veteran and i dont have the money to be scammed out of 500 dollars from a big company that wont even follow their own guidelines or contracts. 
  Regards,
  
  ****** ********
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/08/2025

  Dear ****** ********,
  
  Thank you for taking the time to share your concerns with us once again. I want to first acknowledge how difficult and frustrating this experience has been for you. We truly regret that the service did not meet your expectations and that you feel the value was not aligned with what was originally advertised.
  
  Please know that it was never our intention for you to feel misled. Our development teamsregardless of locationare trained to deliver the services outlined in the agreement. While we understand your perspective, our records show that the contracted services were made available and supported throughout the term. Because of this, we are unable to provide a refund of the $500 fee.
  
  That said, we did cancel the contract early as a courtesy, ensuring that no further charges would occur. This step was taken in recognition of your concerns and to avoid any additional frustration.
  
  We respect the time you have spent communicating with us on this matter and we genuinely regret that this has left you feeling disappointed. While we must stand by our position, your feedback has been heard, and it will be shared internally so we can continue to improve.
  
  We are grateful for your service as a veteran, and we wish you the very best moving forward.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

  Customer Answer

  Date: 09/10/2025

  [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: 23825835
  
  I am rejecting this response because:
  
  Good morning 

  can you please show me proof of your department been able to do all you claimed on your response? Also please show me why they werent able to complete the website after i submitted pictures and information they asked, after failing to build the latin radio station website? They ignored the requested information and were not able to provide the desired website after 5 months of me giving them input.
  Regards,
  
  ****** ********
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 09/15/2025

  Dear Mr. ****** ********,
  
  Thank you for your follow-up. Id like to take a moment to clarify the steps that were taken and why the outcome was as it is today.
  
  Our design team did continue working with you over several months to incorporate the content and feedback you provided in order to bring your website closer to the vision you described. We understand how important your *********** Station project is and regret that the end result did not fully meet your expectations.
  
  Once the case was escalated to our department, you requested to cancel the service. Out of good faith, we honored your cancellation request. As part of that process, it was also communicated that all data related to the website would be permanently deleted upon cancellation. Unfortunately, once a service is terminated, the associated content and drafts can no longer be retained or accessed.
  
  I do want to kindly emphasize that while we were working with you to move the project forward, a cancellation request effectively ends both the service and access to all related data. It isnt possible to request termination while also expecting the service or content to remain available afterward.
  
  We truly regret that this experience has left you dissatisfied, and I appreciate you bringing your concerns to our attention. If you decide to pursue a new website project with us in the future, we would be glad to support you with a fresh start and apply the lessons learned from this situation.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

  Customer Answer

  Date: 09/18/2025

  [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: 23825835
  
  I am rejecting this response because:
  
  Business is refusing to make things right, i was offered an unlimited amount of upgrades with the package i was paying and was never told they were using a third party freelancers, it was taking weeks before i could have another appointment to present any new ideas or changes to my website, they know they mislead me and agreed to cancel the contract, just to cover the fact that they took advantage of me, if they dont step up and make things right , im afraid ill have to take the legal route with the California state attorneys office and present this complaints. 
  Regards,
  
  ****** ********