Business Profile

Web Hosting

IONOS, Inc.

Complaints

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

Customer Complaints Summary

287 total complaints in the last 3 years.
114 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/14/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I Hired a lady in ***********, Mo to provide me a website, Immediately after I signed up I received different charges for this company, we were in a trial period and so I decided to cancel their services. So, I today I received invoices from this business. This is illegal to do when I have cancelled their services over a month ago. They agreed that they would cancel all services, so why are they still charging me. I want the money back from last month, and I want everything to stop from this company.
Business Response
Date: 02/19/2025
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.
After reviewing your account, we can confirm that services were already set to cancel prior to receiving your complaint.
Please take care to note the effective date of cancellation, as invoices will cease upon this date. However, there is one remaining active contract set to terminate upon its renewal date. To ensure clarity, we have sent an email to the address on file confirming the termination date and offering the option to terminate immediately upon your confirmation.
Additionally, while we do not have control over what is added or removed by a web administrator managing your site, we understand your concerns. As a courtesy, we are refunding all fees associated with your account due to your cancellation requests.
We appreciate your feedback and regret any inconvenience this may have caused. If you have any further questions or need additional clarification, please dont hesitate to reach out to us here within the Executive Solutions team at ********************************************************.
Sincerely,
******** *****
Executive Solutions Manager
IONOS, Inc.
*************************************

Customer Answer
Date: 02/19/2025
[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: 22942342

I am rejecting this response because:
im still currently receiving fraudulent invoices daily for services I dont receive from Ionos. Then Im receiving emails from Ionos saying thank you for rebuking my cancellation.
i dont receive nor do I want Ionos services for any reason. I want them to refund all the fraudulent fees they have charged for immediately. I can provide bank statements that Ionos illegally took my money and emails etc aswell

Regards,

****** *****

Business Response
Date: 02/20/2025
Dear ****** *****,

I want to assure you that your concerns have been fully addressed. Please note that information regarding the termination process was sent to the email address on file within minutes of receiving your confirmation. If our response had been reviewed before further action, we could have provided the necessary clarification and helped avoid any additional concerns/frustrations.
For your reference, I have included the correspondence below. Please let me know if you require any further assistance.
Sincerely,
******** Smith
Executive Solutions Manager
IONOS, Inc.
*************************************

Dear ****** ***** (Customer *************
Thank you for your prompt response.
I have processed the cancellation for the IONOS Ranking Coach Advanced contract ********* with an immediate effect. Please note you will receive two notifications, one that states we have revoked your cancellation request this can be ignored, as in order to process an immediate cancellation, we must cancel the first request and then cancel with an immediate effect. You will receive a confirmation of the cancellation shortly with the new effective date of cancellation.
Any new invoices received are credit invoices and will be returned to the payment method on file as long as it is valid.
Again, we appreciate your prompt response and apologize for your experience.
Sincerely,
******** *****
Solutions Manager
IONOS
Customer Answer
Date: 02/22/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *****
Initial Complaint
Date:02/08/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was unaware of a ridiculous $144 fee. IONOS makes it inconvenient to cancel without a phone call, and Ive been called and tricked into signing up for services I did not need before. I had to call to cancel those which was inconvenient.
Business Response
Date: 02/12/2025
Dear **** ******* III,
Customer satisfaction is our top priority, and on behalf of IONOS,I sincerely regret that your experience with our company has not met your expectations, and I truly appreciate you taking the time to share your feedback. Customer input is invaluable in helping us improve our services and address areas that need the most attention.
We want to assure you that your concerns were resolved prior to receiving this complaint. The requested cancellation has been fully processed, and the associated invoice has been reversed.
Our services are set to auto-renew by default to prevent unintended disruptions and to protect customer data. We understand that this may have been an inconvenience, but requiring a confirmation call for cancellation is in place to ensure customers are fully aware that all data will be permanently deleted, and domain ownership will be lost upon cancellation. Transparency is a priority for us, which is why details about auto-renewal, pricing at the time of purchase, and renewal rates are included during the order process, as well as in order confirmation and contract confirmation emails sent to the email address on file.
We apologize for any frustration this process may have caused and appreciate your patience and understanding. If there is anything else we can do to assist, please dont hesitate to reach out to us here within the Executive Solutions team at ********************************************************.
Sincerely,
******** Smith
Executive Solutions Manager
IONOS, Inc.
*************************************
Customer Answer
Date: 02/16/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I'm happy to say that I was able to contact the company and despite an initial attempt to charge the full amount, they credited me, revoked the $144 invoice and allowed me to cancel the $144/yr contract.

Regards,

**** ******* Iii
Initial Complaint
Date:02/07/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a free trial for a service in Dex of 2024 and was charge for the free trial which I immediately canceled. Then I was charged two times after in January and February.
Business Response
Date: 02/10/2025
Dear ******* ******,
Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry any confusion or frustration this situation may have caused. We understand how unexpected charges can be concerning, and we want to provide clarity and assistance. 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.
While there was a free trial included with your service, this promotion was part of a contract, as outlined during the order process, within the order summary, and in the contract confirmation. Because we did not receive a request to cancel before the trial period ended, the services remained active, and invoices were generated accordingly.
We truly regret any misunderstanding and want to work with you toward a resolution. To assist you further, we have sent an email to the address on file with more details and options. Please know that our goal is to provide the best possible experience, and we appreciate the opportunity to address your concerns.
If you have any questions or need further clarification, please dont hesitate to reach out to us here within the Executive Solutions team at ********************************** here to help.
Sincerely,
******** *****
Executive Solutions Manager
IONOS, Inc.
*************************************
Initial Complaint
Date:02/05/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have used IONOS web hosting for a number of years to maintain an old web address from college. With no use for it, I cancelled last year. First via the website, then via a phone call. They refuse to accept my account cancellation and continue to bill me. They have now sent my bill to a debt collector. This is unacceptable and predatory practices, because they said due to my owed money the account was locked and could not be cancelled. What?!?!?!
Business Response
Date: 02/10/2025
Dear Mr. **** *********,
Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry for any frustration or confusion regarding your account cancellation and billing. We understand how important it is to have clarity and resolution on these matters, and we appreciate the opportunity to address your concerns. I also 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 assure you that your concerns were resolved prior to receiving this complaint. Your account cancellation has been fully processed, and any outstanding balance has been cleared and in the process of being removed from collections.
To clarify, the only reason a balance is forwarded to a collection agency is if it remains unpaid for over 60 days in our system. However, we want to emphasize that this does not impact your credit score in any way.
Again, we regret any inconvenience or distress this situation may have caused. We appreciate your time as well as your past business with us. If you have any further questions or need additional clarification, please dont hesitate to reach out to us here within the Executive Solutions team at ********************************************************.
Sincerely,
******** *****
Executive Solutions Manager
IONOS, Inc.
*************************************

Customer Answer
Date: 02/10/2025
[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:02/03/2025
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.
Was not informed that when getting the service for one year that I was automatically enrolling in automatic payments for the following year. Did not use the product for more than a few months and decided the product was not worth pursuing but did not request a refund for the first years service since I appreciated how helpful they were. Recently saw a renewal fee for around 10x what I paid for the first year of service that I was not expecting that was taken without my explicit permission. Was never sent a notice of renewal, was never contacted about the upcoming payment date, and was not given the option to decide whether I wanted the service or not.
Business Response
Date: 02/07/2025
Dear A *****,
Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback. Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention.
Our services are set to auto-renew by default to ensure uninterrupted access and to protect customer data. We never want customers to lose important information due to an unintentional lapse in service. During the order process, as well as in the order confirmation and contract confirmation emails sent to the email address on file, we include details about auto-renewal. The pricing at the time of purchase, along with the renewal rate, is also clearly outlined in these communications to provide transparency.
I understand that managing subscriptions can sometimes be overwhelming, and I sincerely apologize if this information wasnt as clear as it should have been. Customers have full control over their accounts, including the option to disable auto-renewal within the control panel before the renewal date. To assist you further, weve sent an email to the address on file with more details on how we can help. Please check your inbox, and if you have any questions, dont hesitate to reach out.
Again, I truly appreciate your feedback. Your experience matters to us, and were always looking for ways to improve how we communicate important account details.
Sincerely,
******** *****
Executive Solutions Manager
IONOS, Inc.
*************************************
Initial Complaint
Date:02/01/2025
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.
Complaint Regarding Unauthorized Charges ($625.37) on my **** Card by IONOS **** between 7/17/2024 and 11/21/2024
Business Response
Date: 02/06/2025
Dear ****** *****,
We sincerely apologize for the frustration and inconvenience this situation has caused. We take matters like this very seriously and want to assure you that we are actively working to address your concerns. Upon receiving your complaint, we immediately escalated the details to our security team, who is currently conducting a comprehensive investigation.
To assist you further, we have also sent an email to the email address provided in your complaint, with additional information regarding your concerns.
We sincerely regret any inconvenience this situation may have caused and appreciate your patience as we work to investigate this matter thoroughly. Should you have any further information that may assist in our review, please do not hesitate to reach out to us here within the Executive Solutions team at ********************************************************.
Sincerely,
******** *****
Executive Solutions Manager
IONOS, Inc.
*************************************

Customer Answer
Date: 02/08/2025
[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:02/01/2025
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.
I am a long-time customer of ********************** holding multiple domains and websites. I recently purchased a new domain and the purchase is being held hostage. They claim I have an old account with an outstanding balance. This hasn't come up in all the years *** had my current contracts. They refuse to show me an invoice or make the bill available to pay and instead insist I send them a wire transfer for the amount they state without any proof of the debt. They insist the only way to pay it is via wire transfer. I would like them to either release the hold on the domain I purchased and leave me alone about this supposed debt or send me an invoice I can pay with a card as usual. I find the wire transfer demand highly unusual, especially without them supplying an invoice to prove I owe the debt.
Business Response
Date: 02/06/2025
Dear ******* *******,
Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback. Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. We can confirm that your concerns were already addressed prior to receiving this complaint.
Please note that any outstanding balances within our company must be resolved before new orders can be processed. All notifications regarding past due balances are sent to the email address on file well in advance of any service terminations and ordering restrictions.
As a courtesy, we have cleared the outstanding balance, and your new services have now been activated. Notification of this update was sent to your email on 02.04.2025.
We truly appreciate your long-standing relationship with us and apologize for any confusion. If you have any further concerns, please dont hesitate to reach outwere happy to assist.
Sincerely,
******** *****
Executive Solutions Manager
IONOS, Inc.
*************************************
Initial Complaint
Date:01/20/2025
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.
My contract with Ionos( prior 1 and 1) is from 2007, and includes one low price of domain, websitebuilder, and 5 emails.Ionos started upgrading and separating out the websitebuilder functions ( ***********/ websitebuilder)..ionos forces you to pay extra 6.00 a months or remove the website completly.Ionos added new features and upgraded their platform, which they are offering, but I do not want.They say that they are not ableto take the charges off, per supervisor *****, as they have to charge for new features they are now offering and it costs them money.This makes no sense, I do not want new features, I just want what I have, so to say they are not able to take the charge off, but force me to pay or cancel my website is ridiculous and highway robbery
Business Response
Date: 01/23/2025
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. Thank you for taking the time to share your feedback and for trusting us as your hosting provider since 2007. We value your loyalty and understand how important it is to maintain the services you rely on for your business or personal needs.
Wed like to address your concerns regarding pricing and changes to our services. Over the years, **** made updates to our platform and introduced new features to enhance security, reliability, and performance. These updates are necessary to keep up with rising operational costs, energy expenses, and infrastructure advancements. While we strive to keep our pricing competitive, these adjustments allow us to maintain the high standards youve come to expect from us.
We understand that you may not wish to use the new features weve introduced. However, these upgrades are integrated into our platform, making them part of the overall service package. Our records indicate that our support team has worked with you to explore ways to minimize costs and provided detailed information to the email address associated with your account.
We truly regret any frustration this situation has caused and appreciate your candid feedback. Your concerns will be shared with our team as we continuously work to balance service improvements with customer needs.
If theres anything further we can do to assist or if youd like to review options for tailoring your services, please dont hesitate to reach out to our support team. Were here to help.
Thank you again for your feedback and for the trust youve placed in us over the years.
Sincerely,
******** *****
Executive Solutions Manager
IONOS, Inc.
*************************************

Customer Answer
Date: 01/24/2025
I am awaiting if the proposed solution is implemented and I will not be charged at the said due date, so far I only have a vague email, but not a full *************** I will wait till due date in February if IONOS keeps what they indicated or it is not true.After talking to their customer service several times, I am holding my breath for the satisfactory solution
Customer Answer
Date: 02/03/2025
I am still awaiting that the correct charges will only be charged on the due date on my card, so far the response from the business was not completly clear on that.
Initial Complaint
Date:01/20/2025
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.
Hi, the reason I am sending this review is because I have looked for every possible means to reach ionos, even tried calling them on ***************, but the call keeps getting hung up.On January 08, I bought joomla hosting and registered the domain name; *************** with it via **************************. In your order confirmation email IONOS sent to me, they promised to confirm the order within ********** customer ID is: ********* Not only did they not confirm the order, even after debiting my card, they went silent and did nothing about it. Today makes 12days after I placed my order and received order confirmation, still no response from IONOS.They have breached their terms of agreement and cost me this precious domain name, as I just discovered that someone else had taken it as at January ***** order words, IONOS has cost me my company name and branding. And I cannot let that slide.When I wrote to them to express my frustration and demand a compensation on January 18, they did not even bother to get back to be.I believe this is grounds for a serious lawsuit against IONOS, which I would not rule out, if they don't handle this in the most amicable manner.
Business Response
Date: 01/22/2025
Dear Mr. ****** ***** ***** ****,
Customer satisfaction is our top priority, and on behalf of IONOS, I would like to extend our apologies for the frustration and confusion you have experienced regarding your recent experience. 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 reiterate that the service associated with your order was canceled by our security team due to a violation of our terms and conditions. To confirm, an order confirmation was sent to the email address provided during the ordering process. As stated in that confirmation, it can take up to 48 hours for our review to be completed. Once the review is finalized, a contract confirmation, along with the General Terms and Conditions, is sent in a separate email. Please note that a contractual relationship between you and our company is only established upon receipt of the contract confirmation, at which point you gain immediate access to the products and services you have ordered.
Regarding the payment, we want to clarify that no funds were actually processed. Instead, an authorization hold was placed on your payment method at the time of the order. This is a standard practice used by financial institutions to validate the payment method and ensure that the funds are available. An authorization hold temporarily secures the funds in your account, but it is not a charge. Once the order was reviewed and canceled, this authorization hold was promptly reversed, and no funds were withdrawn from your account. For additional information, we ask that you contact your financial institution directly.
For further clarification, additional information regarding your concerns has been previously sent to the email address listed in this review, providing more detailed insights.
While we regret any inconvenience caused, we are limited in the assistance we can provide due to our adherence to the established terms and conditions.
We wish you the very best in your future endeavors and thank you for your understanding.
Sincerely,
******** *****
Executive Solutions Manager
IONOS, Inc.
*************************************
Customer Answer
Date: 02/04/2025
Hi, sorry for my late response. I travelled to an area which did not have access to internet, so I could not respond
Here is my message to IONOS:
"Hi ****** **** and the Team at IONOS

I see IONOS was waiting for my to first of all give a negative review on TrustPilot before they respond to my email.

You stated and I quote:

"Unfortunately we are not able to fulfill your recent order. In order to reduce the problems associated with online fraud and be a better partner in the internet community, we require valid contact details in order to activate an account. This includes: name, company name, mailing address, email address, and phone number. These requirements are laid out in section 8.1 of the Terms and Conditions (******************************************************************************)

The order has been terminated and no billing has yet taken place."

What you said here is very false. You fulfilled my order and sent an order confirmation email. Then you promised in the order confirmation email to set up my account within *******.

If you had contacted me within these 48hours as you promised in your email and informed me of your refusal to fulfill my order, I would have quickly got to a different web host, paid and secured *************** and my branding.

Enclosed are screenshots of the order confirmation email you sent. Also enclosed is proof - from my bank mini statement, that IONOS debited my card of the full hosting amount.

Also, you said and I quote;

"we require valid contact details in order to activate an account. This includes: name, company name,..."

How do you conclude that the contact details I provide are not valid when you never requested that I validate them?

It is obvious from these flimsy excuses, that IONOS does not want to bear responsibility for the loss of the domain name of my brand; ***************.

Lastly, the Terms of Service link you provide took me to a page on ************************** that does not exist, hence I got a 404 error.

Enclosed is proof of this non-existent page.

Be advised that you have one more chance to come to an amicable solution with me on the loss of my company domain and brand which I trusted IONOS to secure early enough, by the time I paid for the domain name and hosting account. Failure to do so will result to legal action and demand of compensation for such a loss.

The ball is in your cot.

******"
Initial Complaint
Date:01/19/2025
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 had my web guy work on my site for over 15 years and a few months he quit and left me a mess. I found out this company was charging me $40 US for hosting a very small page. Months ago I told them to stop charging me and I am Changing to a different hosting company. I had them refund me all the money they kept charging me after I requested them to stop. And blocked them from my ****** and bank account for any further charges Today I went in to check my site because it's been difficult transferring it and I found that they blocked my site and put me in collections for $25.38. I have asked them to remove the collection and they refuse. I still Don't have my site running because it's in collections. They had refunded me all the charges I asked for because my site has not been in operations for at 8 months. They are refusing to remove the collection company and this is effecting my site and my credit. I want nothing to do with this company and they are being difficult. They don't help they just charge money. All the charges are not being processed because I had blocked it. Every month they still charge me $1.65 and they can't explain why but they are blocked so the charges are collected and are sent in collections. They are very uncomidating I don't want anything to do with them. I just want my site and to move on. I want them to remove the collection of $25 and shut my account down. They are upset because I caught on the charges US funds. To put someone in collections for $25 and ruin their credit when I told them to stop charging my account. They are refusing to fix the mistake even though there are emails confirming me telling them to stop charging my account. I told them I don't want to do business with them. My website is very small, other hosting companies charge me $6 Canadian a month they want over $40 US. And with the invoices have different amounts chaeged. I don't know how much money I loss.
Business Response
Date: 01/21/2025
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 provide further clarity and guidance on how to move forward.
According to our records, we have addressed these matters several times, and I understand how upsetting it must be to still feel unresolved. The $25.38 balance was forwarded to collections due to a dispute filed on an invoice that had already been refunded. While this action was based on our standard billing processes, I apologize for the confusion.
All charges on your account stem from invoices that were sent to the email address on file and the notification center of your control panel. These notifications included details about your services and billing. Since no formal termination request was submitted, hosting charges continued, as our billing operates based on resource allocation rather than usage.
The difference in currency billing is also something I know has been an inconvenience. This occurred because the account was originally created on our ************************** platform, which bills in USD. Had the account been created on our ************************* platform, billing would have been in CAD. While this was determined by the accounts origin, I understand how it has contributed to your frustration.
To resolve this situation and move forward, a formal cancellation request would be required to close the account and stop any further charges after you have successfully migrated your data. Please note that this will delete all associated data, including website files. We are here to support you through this process and ensure it is handled as smoothly as possible.
We appreciate your feedback and apologize for any negative experience youve had. If you have further questions or need support, please feel free to respond to our email directly.
Sincerely,
******** *****
Executive Solutions Manager
IONOS, Inc.
*************************************

Customer Answer
Date: 01/22/2025
[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: 22832211

I am rejecting this response because: while I am trying to migrate this to a different host it no longer $25 in collection but now it's $60 and they credited the tech guy I used $21 all in US funds. What is wrong with Th 'em. They are making it very difficult to move my site. I called them and instead of explaining this they hung up on me. My bank and ****** have blocked them from charging anything because there are random charges without my permission. I just want to move my site and never deal with them again. This is so upsetting as they are interfering with my business.

Regards,

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

Business Response
Date: 01/23/2025
Dear ******** ********,
Thank you for sharing your concerns. We sincerely apologize for the difficulties you've faced and any frustration caused.

We can confirm that the balance on your account has been cleared, and our support team will contact you shortly to assist with the migration process and address your remaining concerns.

We regret any negative experience with our support team and the impact on your business. Thank you for your patience as we work to resolve this matter.
Sincerely,
******** Smith
Executive Solutions Manager
IONOS, Inc.
*************************************

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