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:03/18/2025

  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.

  On March 18, 2025 I called ********. at this number ************** to cancel a Domain name and a Web site I don't remember signing up for. I do remember ordering the domain name "Creations of *************** or . com". The first **** was polite but she had to transfer me to the cancellation **** The **** was very forward and unpolite insisting that this was a binding contract. I told her I did not have time to create a web page at this time and would like everything cancelled. I told her I am not obligated to pay for something I don't need and that is not legal. She is insisted that you must keep it for a year. I also told her I had just canceled another Web page with another company and had no problem. I also told her I had talked with someone 2 weeks ago at ********. who was going to send me an email to cancel and after she was explaining the site I said I would keep it and call later if I decide to cancel. She asked me "who did you talk to". I didn't know or replied. She thought I was someone who had called the day before. After I ended the conversation I cancelled my ****** account with them after explaining to ****** how they refused to cancel. This is my Customer ID number ********* with ********** I hope the BBB can resolve this dispute. Thank You,****** ******

  

  Business Response

  Date: 03/31/2025

  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 understand how frustrating this situation must be, and we truly appreciate you reaching out. Our goal is to be as transparent as possible about our service terms, and were sorry if there was any confusion.
  All services are subject to the terms and conditions agreed upon at the time of order, which include minimum contract terms that we must adhere to. To ensure flexibility, we offer a 30-day Money-Back Guarantee (MBG) for new services, allowing cancellations if they dont meet your needs. If a cancellation request is made outside of this period, the contract remains in effect for the agreed-upon term.
  We know this may not be the outcome you were hoping for, and we truly regret any frustration this has caused. The details of your contract, including cancellation terms, were provided at checkout and in the order and contract confirmation emails sent to your email address on file and control panel notification center.
  That said, we want to make sure you have all the information you need. Weve sent you an email with more detailsplease review it and reply directly, and well be happy to assist further. Alternatively you can reach out to us directly here within the Executive Solutions team at ********************************************************.
  Again, we appreciate your feedback and will use it to improve our processes. If youre open to discussing this further, were here to help.
  Sincerely,
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:03/16/2025

  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.

  Since 1&1 turned into IONOS, I've had repeated experiences of this company charging me for services that I did not order, did not want, and did not need. This continues to happen often, and I've lost several hundred dollars due to this activity. Because of this seemingly illegal activity, I've moved my hosting to another company, where I've experienced no problems - but kept two remaining domains at IONOS, and I made it clear, in writing, that I only wanted the domains, with no additional services at all, ever, added on. AGAIN, and just recently, they tacked on a monthly $7.81 charge to one of my domains - for a service that doesn't even apply to a domain! It is to provide service for outdated php for a website, which I have not had with them for years! I immediately contacted them, and they emailed and said they'd removed this charge from my account (yesterday) and now they just charged my credit card for this very same charge! I am livid as this just keeps happening. I want my money back immediately, and I want my credit card info REMOVED from their site entirely - as there is no way I can find to do this. I do not want those domains to be auto renewed as I cannot trust this company. The amount of frustration I feel, since I have to go through this time and time again is beyond what I can explain -

  

  Business Response

  Date: 03/25/2025

  Dear Ms. ***** ******,

  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry for your experience while trying to cancel your service. We understand how important it is to have a smooth and transparent process, and we regret any inconvenience caused. 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 our team addressed your concerns prior to receiving this complaint (as detailed in an email sent to the address on file March 16th, 2025). As per your request, your PHP Extended Support feature has been canceled, and the refund for the most recent charge is currently being processed. Refunds typically take 3-5 business days to reflect, depending on your financial institution.  Additionally an escalation ticket has been created to ensure no further hosting charges occur since this feature should have been cancelled in a prior action by our teams.

  We truly appreciate your patience and the time you took to share your feedback. While we regret that our service did not meet your expectations, we remain committed to providing support should you have any further questions or concerns. Please dont hesitate to reach out to us here within the Executive Solutions team at ********************************************************.
  
  Thank you again for choosing us. We appreciate the opportunity to serve you.

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

  
  

  Customer Answer

  Date: 03/25/2025

  [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:03/14/2025

  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.

  You all sent me a fraudulent debt collection for an account I never had with you. I called you didnt give me an answer that was able to be processed. The times at which this alleged transaction occurred is also a lie to collect money you are not entitled to.

  

  Business Response

  Date: 03/24/2025

  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 attempted to reach you at both the number on file and the one provided in the complaint and have left a message.

  Upon reviewing the account listed under your name, we confirmed that the services in question were ordered through the customer portal on **************************. As per our billing policies, subscription-based services renew automatically unless canceled and according to our account history no contact was made requesting cancellation (possibly due to another contact email address being listed).  Since no cancellation was completed, a renewal did occur the next year and that invoice went unpaid. After ***** days accounts with open balances get passed to our collection partner who we do want to emphasize is instructed to not report on a customer's credit history.

  We have reached out to offer assistance, and to your contact email we included account specific detail.  If you wish to proceed with a cancellation we can expedite that on your behalf and clear the associated balance.  We ask that you respond to that message or should you prefer a phone call please let us know the best contact number and a convenient time to connect. We remain available to resolve this matter as quickly as possible. If you have any further questions or need additional clarification, please dont hesitate to reach out to us here within the Executive Solutions team at ********************************************************.

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

  
  

  Customer Answer

  Date: 03/24/2025

  [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: 23067095
  
  I am rejecting this response because: No customer service awareness or professionalism.
  
  
  Regards,
  
  **** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/12/2025

  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.

  A service my child thought I needed and added to the web landing. I have been tryin to cancel it with them since I saw that the service they offer is useless to me. They will not cancel it. They indicate that I have a signed a contract. I never signed any contract and do not have copy of such. These people are lying about me signing a contract. It was a charge of $10/month. and they claim the contract is for a year. So bypass problems I let it go. $10/month on something I never used or can use. I let it go. I can live with being ripped off for $120 but they decided to increase to $30/ month. Here is where I draw the line. So these thieves will not stop. I called them several times and they will not stop. They claim they have a 95% retention rate. A bunch of B***. If they were so great they would not have to rope people in with a contract and not let them cancel it. I want to make sure everyone know what kind of thieves they are and to be careful.

  

  Business Response

  Date: 03/18/2025

  Dear Mr. ******* ******,
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry for your experience while trying to cancel your service. We understand how important it is to have a smooth and transparent process, and we regret any inconvenience caused. 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 our team addressed your concerns prior to receiving this complaint. As per your request, your service has now been canceled, and the refund for the most recent charge is currently being processed. Refunds typically take 3-5 business days to reflect, depending on your financial institution.
  We truly appreciate your patience and the time you took to share your feedback. While we regret that our service did not meet your expectations, we remain committed to providing support should you have any further questions or concerns. Please dont hesitate to reach out to us here within the Executive Solutions team at ********************************************************.
  Thank you again for choosing us. We appreciate the opportunity to serve you.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 03/19/2025

  The issue has been resolved with the company. They have decided to cancel the said program and refund my money. Thank you

• Initial Complaint

  Date:03/08/2025

  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.

  I purchased a domain and hosting service from IONOS on February 28, 2025. I spent over a week trying to get HostGator to release my domain for transfer. ********* provided with a transfer code which was given to IONOS. The first transfer was unsuccessful because ********* didn't have my domain set up properly. When the issues were resolved, I was given a second transfer code and had to purchase a second domain from IONOS in order to initiate a new transfer. There was no place to enter the new transfer code so I called customer support. I was told the transfer was in progress so the new code was not needed. When the transfer was complete, a IONOS associate walked me through uploading my website to the domain. March 7, 2025 at 7 AM I realized my website was down. I attempted to transfer the files again using FileZilla just like before. The IONOS server access failed. I tried to log on to my IONOS account, which failed. I attempted to reset my password and received a message that an attempt was made to access my account using and incorrect password. I checked ******************** and ICANN , screenshots attached. Per *****, a registrar is supposed to follow certain steps for renewal and/or domain retrieval. IONOS sent my domain directly to auction. without giving me the opportunity to correct security issues and retrieve my domain. I've called and emailed IONOS many times begging for help with retrieving my domain. I was finally given the Security Team phone number this morning. IONOS has taken my 16 year old domain from me, which has stripped me of my business and livelihood and cause enormous trauma and despair for me. They took the domain from me without prior notice and without the opportunity to correct any issues or answer any questions. PLEASE RETURN MY DOMAIN TO ME. Thank you.

  

  Business Response

  Date: 03/13/2025

  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. 
  According to our records your concerns have been addressed prior to receiving the complaint. I have provided a copy of our response below:
  
  Dear Ms. ****** *******, 
  Thank you for contacting us.
  We have received an escalated case regarding the cancellation of your account and the status for your domain, ************************. I apologize for any inconvenience caused in this matter.
  A decision was reached by our Security team to cancel your account, as it was in violation of our terms of service. Cancellation of an account would set any domains housed within to cancel as well, and when a domain is canceled it enters a 30-day Redemption Period, per ***** policy. A domain cannot be transferred while within the Redemption Period, and new services cannot be set-up to restore the domain, so we can only advise attempting to register the domain with an alternate provider when the domain is released from the Redemption Period on 4/11/2025. We would advise to being attempting to secure the domain starting on that date, however there may be an additional day for release, dependent upon the exact time the domain entered the Redemption Period.
  If there is anything further we can assist you with, or further feedback you would like to provide, please do not hesitate to reply. Thank you for your patience in this matter and again I apologize for any inconvenience caused.
  Sincerely,
  **** ******
  Solutions Manager
  IONOS

  
  We apologize that we cannot be of any further assistance and wish you all the best in your future endeavors. 
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

  
  

  Customer Answer

  Date: 03/16/2025

  [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: 23037680
  
  I am rejecting this response because I am rejecting this response because nothing has been done to resolve the issues.   My account was closed and my domain was seized without  prior notification.  The hosting fees have not been refunded.   I wasn't given any opportunity to correct whatever issues flagged my account, if any.   I suspect a computer glitch occurred during my second attempt to transfer my domain, which I reported to customer support.  I know that there were issues with my domain at HostGator which were corrected and delayed the transfer of my domain.   I have been greatly inconvenienced.  I think IONOS, and perhaps HostGator, needs to do a forensic audit of my domain and account activity to identify the exact mishandling of the transfer. I'm also requesting a copy of all forms relating to the transfer of my domain that were filed with ***** and Verisign.     I did not create the problem, but I certainly have suffered for it.  There is not sufficient opportunity to upload  documentation to support my case.

  
  The only attempted resolution I've received from IONOS are apologies, which are unacceptable redundant rhetoric.   My payments need to be refunded and my domain needs to be released so I can move on from this nightmare.

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

  

  Business Response

  Date: 03/18/2025

  Dear ****** *******,

  We understand your frustration and sincerely regret any inconvenience this situation has caused. However, after a thorough review, we must reaffirm that your accounts were terminated due to multiple violations of our Terms and Conditions. This decision was made by our Security Team and remains final.
  Regarding your domain, once it is released to the public, you will have the opportunity to register it with another provider. Unfortunately, we are unable to release it directly or make exceptions to this process.
  As for refunds, account termination due to policy violations does not qualify for reimbursement of hosting fees. We recognize that this is not the resolution you were hoping for, but we must adhere to our policies to maintain the integrity and security of our services.
  We appreciate your understanding, and while we are unable to take further action in this matter, we encourage you to monitor your domains availability should you wish to re-register it elsewhere.

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

   

  Customer Answer

  Date: 03/21/2025

  [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: 23037680
  
  I am rejecting this response because:  The reasons I've received for terminating my account are due to fraud, due to security issues, due to a violation of terms and conditions, and now due to multiple violations of terms and conditions.   Which is it?   I consider these comments to be slanderous and libelous since not one instance with time and date has been documented or released despite my numerous requests for IONOS associates to produce documentation.  
  
  
  I've been sharing information regarding why I perceive to be a system glitch in the IONOS transfer system.  It's much easier for IONOS associates to make the problem go away by alienating customers than to actually address a potentially fraudulent security issue within it's own systems.   It's not unrealistic for me as a former programmer to recognize system issues as an end user just as I did for AT&T in 2018 which resulted in them resolving an issue within that they weren't able to resolve for months which left their field technicians overwhelmed with service calls. 
  
  
  Now,  as I said before,  I cancelled the first transfer from HostGator because after issues were resolved a new *** code was issued.  I purchased a second domain hosting so I could enter the new *** received from HostGator.  The IONOS transfer initiated without the new *** code due failure of the IONOS transfer to request the *** code.  
  
  
  I am not the fraud or security issue.   Please transfer this issue to someone who has the intellect and access to research the transfer subroutine.  Please unlock my domain and refund the money I paid to IONOS.
  
  
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 03/28/2025

  Dear Ms. ****** *******,
  
  It was a pleasure speaking with you today and I am glad we were able to re-establish services for you to use your domain ************************ once again.
  
  There was an automated order confirmation email being sent as well, however I did want to re-state that the Web Hosting Plus ordered today covers the annual registration and use of your domain, web hosting space to store your website online (which you can use Filezilla to transfer your site files), a security certificate to show your website as secure and the creation of one business email address.
  
  Should you encounter any issues with the usage or setup of your services, please let us know either in reply to this email or we can setup a callback time during our working hours (Monday through Friday 8 AM to 4 PM Eastern Standard Time).  Simply provide the best time to call and if there is a better number to reach you then ***************.
  
  One last bit of billing bookkeeping, the original order you placed that was prematurely cancelled after only a few days issued an invoice of $0.42 for that partial usage.  This is being refunded today and should process to your payment on file in the next 2-5 business days.
  
  We appreciate your time and your feedback.  Were glad to see your continued interest in our services, and with our continued improvement.  The more quality suggestions we receive from customers like you, the better and quicker we can improve. Thank you for your patience in this matter and again I apologize for any difficulty or anxiety caused. 

  Sincerely,
  **** ******
  Solutions Manager
  IONOS

  Customer Answer

  Date: 03/28/2025

  [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:03/04/2025

  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 canceled multiple contracts for domains after a project ended. This was done electronically. Their site requires you call them to confirm. It's very difficult to reach them via phone. I verified the cancellation over the phone after multiple calls & was told that I wouldn't be charged. Instead, I've been charged, and the company has repeatedly tried to re- bill my cc. again. I've called multiple times which requires many people passing you around, long hold time etc., and then nothing gets resolved. They are running a scam. Once they have your cc they want to keep billing you even if you cancel the service.

  

  Business Response

  Date: 03/11/2025

  Dear ************************************ 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 invoices have 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: 03/12/2025

  March 10th-

  Spent another hour on a phone call being told it was being handled & is receive an email update.

  No email. 

  This is a scam. What will stop them from continuing to try to bill me? 

  Customer Answer

  Date: 03/12/2025

  March 10th-

  Spent another hour on a phone call being told it was being handled & is receive an email update.

  No email. 

  This is a scam. What will stop them from continuing to try to bill me? 

   

  Customer Answer

  Date: 03/15/2025

  Hello- I reviewed their response. This is a quote from their letter: 

  "The requested cancellation has been fully processed, and the associated invoices have been reversed."

  I am looking for an email from them that confirms all 3 contacts are cancelled, they will not continue to try to rebill me , ( I've received 2 attempts from them to try to rebill)- and I'd like in writing that a refund is being  returned to my credit card.  As of now,,  all I have is a "credit" at their company.  I don't want a credit to.a fraudulent company. I want a refund to my credit card. I'm fine with the deduction minus "X" amount of days as a prorated refund. There was  one account, that was a couple days before I realized. The other accounts were cancelled prior to renewal.Their phone call process even after you cancel on-line, adds to the time you're accounted & billed for and it's very difficult to get through via phone. My last call was an hour on hold and I was told I'd get an email confirmation about a refund & never did.

  Customer Answer

  Date: 03/17/2025

  I was JUST billed $ 140 AGAIN by them.  I still haven't received an email that states in writing, that all contracts are canceled and I see the full amounts REVERSED in my credit card account. I have contacted my Credit card company as well - *********** , but it's difficult to get through via phone. There's only so much you can upload.

  Customer Answer

  Date: 03/28/2025

  I have NO idea WHY this was closed. I look at the communication log in this link, and I see that I responded to the last message sent from BBB that was from Ionia and I clearly responded that they have NOT done what they said. I have not seen a refund- only a credit to their company which Im NOT interested in. Im really disappointed that it appears that BBB is not standing up for the customer, rather letting a ********************** with unscrupulous practices continue to be allowed to scam the next person. Im also concerned that in a year they will charge me again as an ongoing contact because I have no way to access the account to cancel it. Im not happy with this result- disappointing.

  

  Business Response

  Date: 04/01/2025

  Dear Ms. **** *********.

  We understand your concerns and want to clarify that we have already addressed your requests. The cancellation of all your requested services has been fully processed, and confirmation emails have been sent to the email address on file.
  
  Additionally, the associated invoices have been reversed, clearing the balance due on your account. This was necessary as you disputed the original payment, and your financial institution returned the funds to you as part of the chargeback dispute process. Since all services have been terminated, no new invoices have been or will be generated for these services.
  
  For your reference, we have also sent an email to the address on file confirming these details. If you need further clarification, please dont hesitate to reach out to our team directly as ********************************************************.

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

  Customer Answer

  Date: 04/03/2025

  [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: 23019277
  
  I am rejecting this response because:

  im still waiting to see if I actually will receive a credit to my CC account.

  previously, they only credited my accounts within their **********************- which I cant access.

  i just need a couple more weeks to watch my CC for a real credit.
  
  
  Regards,
  
  **** *********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/03/2025

  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 own and operate a small business, and i signed up for services with the company called Ionos. The services were a free domain for my company as well as the basic email for $1 a month. Ionos added 3 other services (contracts) to the account I opened with them. I do not use, I never have used, I will not use any of the 3 other contracts that Ionos added to my account. Now ********************** has locked me out of my business email also locking and keeping my business domain not allowing myself to have any access to either one unless I pay them $71 for services I have never used, and I will never use. I reached out to Ionos and was hung up on 3 different times. I was laughed at, I was told that I should pay more attention to what I am doing online. I also was informed by Ionos that I will never have access to my business email or my business domain again unless I pay them the $71 for thr services I do not and have never used. I asked to speak to the shift manager/shift supervisor that was available and was told they do not have anyone above them and if they do i have no right to speak to them. Also Ionos stated that the customers have no right and to speak to anyone that is higher up than them, but if there were reason to speak to anyone above them that they are the only ones that would be speaking to the upper management. I then was hung up on for the 3rd time. And now I am here filing a complaint trying to make something happen because, it is very wrong for anyone to be treated the way the treat customers and for them to charge and add services to one's account that should never have been added.

  

  Business Response

  Date: 03/03/2025

  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 attempted to contact you by phone but were unable to connect.
  Upon reviewing your account, we confirmed that the services in question were ordered through the customer portal on 12/09/2024 under a special offer, which included a 30-day free trial. As per our billing policies, subscription-based services renew automatically unless canceled within the trial period. Since no cancellation was completed, invoices were generated on 1/10/2025.
  Understanding that this may have been an oversight, we have waived the $71.00 balance and are offering to cancel the services with immediate effect to prevent further charges. An email has been sent to the email address on file with additional information on how to proceed with the cancellation. Please note that cancellation will permanently remove any stored data. Additionally, we have waived the $1.00 balance on your Mail Basic 25 package and removed the billing lock as a courtesy.
  If you need further assistance or would like to provide additional feedback, please let us know you can simply respond to the email sent. We are also happy to arrange a call at your convenience. Our team is available Monday-Friday, 8 AM-4 PM EST. We appreciate your patience and apologize for any inconvenience.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:02/23/2025

  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.

  Created an account for a domain, website, and email, the website was having technical issues yesterday and today when I finally was able to create an account and pay the packages and services had changed and are lacking. Its almost as if the website has been compromised. After creating my account for the second time and paying, my account was somehow cancelled momentarily after I logged in. Also I never received my emailed invoice, and I provided two different email addresses. There should be two different IONOS accounts created. The account number provided was the secondary account number that was created. The original account I signed up for never delivered an invoice so I had to sign up for a second lesser account which was also defunct.

  

  Business Response

  Date: 03/04/2025

  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 attempted to reach you at both the number on file and the one provided in the complaint and have left a message.
  After reviewing the account history, we confirmed that the first account was terminated at the customer's request. The second account/order was not fulfilled due to a security issue. However, after further review, our security team has confirmed that new services can now be added to the original account.
  We have reached out to offer assistance in getting everything set up and have requested the best contact number and a convenient time to connect. We remain available to resolve this matter as quickly as possible. If you have any further questions or need additional clarification, please dont hesitate to reach out to us here within the Executive Solutions team at ********************************************************.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 03/10/2025

  [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: 22978823
  
  I am rejecting this response because: I need the original account reactivated. I never authorized to terminate or cancel the account so it seems as if there has been some sort of fraud. Please let me know the next steps to take to get my account back and running. As for the security issue in the opening of another account, what was the issue and why was I still charged?

  I am unable to use the ionos app until the account is restored. Please rectify this error and update me to the status and when I am able to utilize ionos and the app. 
  

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

  
  

  

  Business Response

  Date: 03/17/2025

  Dear ****** *******,
  
  We understand your concerns and sincerely apologize for any frustration this may have caused. Unfortunately, we are unable to reinstate canceled services once they have been terminated. However, you are welcome to order new services under your original account.
  
  Wed also like to confirm that no payment has been maderather, an authorization of funds was placed as part of our standard order process. These holds have since been released.
  
  Additionally, we have sent an email to the address on file for your account with further details. Please respond directly to that email, and we will be happy to assist you with reordering your domains and services. If youd prefer, let us know the best time to contact you, and a member of our team will reach out.
  
  We appreciate your time and look forward to your response.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

• Initial Complaint

  Date:02/22/2025

  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 opened an account with ********************** months ago, maybe years ago. I have been trying to cancel it for months, maybe years, but IONOS keeps charging me, although I have no website hosting with them. They have made it extremely difficult to cancel. I have allowed them to keep deducting the fees from my ****** account because I did not want to ruin my credit rating. I see from other complaints to BBB that IONOS will not hesitate to destroy other people's credit ratings. You should warn people not to do business with IONOS because they treat their customers badly.

  

  Business Response

  Date: 03/04/2025

  Dear Mr. ***** **********, 
  Customer satisfaction is our top priority, and on behalf of IONOS, We sincerely apologize for the frustration and difficulty youve experienced while trying to cancel your account. 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 understand how important it is to have a smooth and transparent cancellation process, and we regret any confusion along the way.
  Please know that we do not report to credit bureaus, so your credit rating has not been affected. We understand your concerns and appreciate your patience while we worked through this matter.
  Our team has reviewed your concerns, provided insight into our cancellation process, and has now fully processed your request. Email confirmations have been sent to ensure you have a clear record of the changes made.
  We truly regret any inconvenience this has caused and appreciate your feedback. If theres anything else we can do to assist you, 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: 03/04/2025

  [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. 

  Thank you for pursuing my complaint

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

  
  

• Initial Complaint

  Date:02/17/2025

  Type:Order 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 sent an email to cancel my contract with Ionos on Jan. 24th. The company responded via written email confirming my cancellation request. I continued to receive invoices. On Feb 10 I emailed customer service to tell them I had cancelled my account. They told me they had no record so I attached the Jan. 24th cancellation confirmation they had sent. I followed up on Feb. ************************************************************************ to call. On Feb. 13th I told them again to cancel. On Feb. 17, I called their phone number and no one answered. I again sent an email requesting cancellation.

  

  Business Response

  Date: 02/21/2025

  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 sincerely apologize for the frustration and inconvenience youve experienced. According to our records, your requests to terminate the contract were received, and we can confirm that termination has been processed, including the associated data loss. We apologize for any oversight in communication and understand how this may have added to your frustration.
  Additionally, I can confirm that our team addressed your cancellation requests prior to receiving this complaint. For full transparency, I have copied their response below for your reference.
  Dear ********** **********(Customer ID: **********, 
  Thank you for sharing your feedback with us on the website Trustpilot. We sincerely appreciate your honesty and the opportunity to address your concerns. Today we called the phone number on file however it went to voicemail and as promised in that message here is the follow-up email.
  Firstly, we wanted to confirm the entire account is set to cancel and all recent invoices are being refunded.  After this email a series of automated emails will be generated for each contract (3)...
  IONOS marketingRadar #********* 07.Jan.2025 
  IONOS MyWebsite Now Starter #********* 14.Oct.2024 
  IONOS Email archiving #********* 14.Oct.2024
  ...stating they are set to cancel on February 24th, 2025.  Additionally each cancelled invoice will generate a new credit memo confirming the refund which will also be delivered to the email on file in the next 24 hours.  Refunds take approximately 2-5 days to process from our billing system to your payment on file (Mastercard ending in 4027).  That will likely be seen as one lumpsum repayment as opposed to several smaller transactions.  Due to your original contact with our support teams on January 24th, I am able to additionally refund the January invoices as well since within 30 days of their issuing date.  A total of $10.64 for these 4 invoices.
  Second, we would like to extend our sincerest apologies for the inconvenience and frustration caused by the multiple contacts required to complete a single request, as well as the difficulties encountered when attempting to effect a cancellation online. We acknowledge that the level of service provided fell below the standards we strive to maintain, and for this, we are truly sorry. In response, our ***************** and ****************** Teams will conduct a comprehensive review of all prior interactions to identify opportunities for process enhancements and recommend improvements. Furthermore, we will work closely with the supervisors of the agents involved to provide targeted training and ensure that our customer support meets the high standards expected by our clients.
  If you would like to speak more on this matter, simply reply with the best contact number and time to call. The Executive Solutions team is available Monday through Friday from 8 AM to 5 PM Eastern Standard Time. We are able to accommodate most requests when provided at least 24 hours notice. 
  We appreciate your time and your feedback. The more quality suggestions we receive from customers like you, the better and quicker we can improve.
  Sincerely,
  **** ******
  Solutions Manager
  IONOS
  Once again, we apologize for your experience and appreciate your patience. 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: 02/25/2025

  [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,
  
  ********** **********