Complaints
This profile includes complaints for IONOS, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 296 total complaints in the last 3 years.
- 120 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received an email today 12/15/2024, with an invoice, stating they were charging me for a service I did not agree to. Can you please cancel Invoice ************ for $17, Contract ******** and refund the charge. Thank you for your help.
Business Response
Date: 12/17/2024
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.
Please note, all our services are set to automatically renew as outlined in our terms and conditions. This ensures there is no interruption to your services unless a cancellation request is processed before the renewal date. Unfortunately, as we did not receive a cancellation request for this contract prior to the renewal, the invoice for $17 was automatically generated.
We have sent an email with further details to the address we have on file. Kindly review the email and respond directly so we can address your concerns further and assist you with the next steps.
We appreciate your understanding and look forward to resolving this matter for you.
Sincerely,
******** Smith
Executive Solutions Manager
IONOS, Inc.
*************************************Initial Complaint
Date:12/11/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I cancelled by contract and now I am getting harassed by a debt collector. I am not really sure why your entire business model is built off of debt collections. I did not recieve any services I was billed for and I obviously wasnt able to pay the bill because my account is closed. You will never collect my debt so go ahead and reverse it. If not I will make it my lifes mission to make sure no one ever uses this company again. Make it right and stop being scammers.Business Response
Date: 12/13/2024
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.
Please rest assured that your concerns have been addressed prior to the receipt of this complaint. The balances in question stemmed from invoices that were generated prior to your cancellation requests. As a courtesy, we have reversed the balances, and confirmation of this action was recently sent to your email on December 12, 2024.
Additionally, we would like to clarify that we do not report balances to credit bureaus, so this matter will not affect your credit. Balances are forwarded to collections only after remaining outstanding for 60 days, as part of our standard process.
To avoid similar situations in the future, we kindly remind you to turn off the auto-renewal feature within the control panel prior to the renewal date. This ensures that unwanted invoices are not generated, as invoices are automatically issued unless the service is terminated before the renewal cycle begins.
If you have any further concerns or require additional assistance, please do not hesitate to contact us here within the Executive Solutions team at ********************************************************.
Thank you for your understanding, and we apologize again for this experience.
Sincerely,
******** *****
Executive Solutions Manager
IONOS, Inc.
*************************************Customer Answer
Date: 12/13/2024
[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.however the companys use collections is extremely concerning and over the top. This is THE ONLY company that pursues collections over tiny internet purchases. Additionally, the process to cancel is extremely confusing and I do not recommend this company to anyone. No matter the resolution, 1 star across the board!
Regards,
***** *****Initial Complaint
Date:12/11/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 12/5/2024, I have cancelled my contacts with IONOS online. Then it asked me to call to confirm cancelation all contacts. I called their number and get email confirmation for cancellation of contact number ********.Then on 12/10/2024, I received an invoice# ************ for contact number ******** from their customer service. This is unacceptable and there should be no bill at all. I want to them to stop bugging me for bills. First, they want to do automatic renewal, second, they never provided the service and their webhost plus is not working. Third, I already cancelled on 12/5/2024 and they should NOT charge!.Business Response
Date: 12/13/2024
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.
The invoice issued on 12/10/2024 reflects the automatic renewal of your domain, which was set to renew on 12/4/2024, as outlined in the invoice details. However, we acknowledge your cancellation request submitted on 12/5/2024. Please be assured that, due to the timing of your cancellation, the noted invoice has been reversed. You will receive a confirmation of this reversal shortly at the email address associated with your account and a refund will be processed within 3-5 business days to the payment method on file.
We regret any confusion or distress this may have caused and appreciate your understanding as we address this matter. Should you have further questions or require additional assistance, please do not hesitate to reach our team directly at ********************************************************.
Thank you for giving us the opportunity to resolve this, and we apologize again for the inconvenience.
Sincerely,
******** *****
Executive Solutions Manager
IONOS, Inc.
*************************************Customer Answer
Date: 12/15/2024
[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:12/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made an order for hosting yesterday a promo deal ************************** $12 for year of hosting.They charged my ****** THREE times and sent me NOTHING not even a confirmation to my ******** I need a $36 refund today.The payments are "pending" on ****** and its been over 24 hours. IONOS HAS NO CUSTOMER SUPPORT. No phone service and their chat refused to issue a refund sending me to their phone service which has left me on hold since yesterdayBusiness Response
Date: 12/10/2024
Dear **** ******,
Customer satisfaction is our top priority, and on behalf of IONOS, I would like to sincerely apologize for the frustration and confusion you have experienced regarding your recent experience. We completely understand how upsetting this situation may have been, and we want to address your concerns fully. 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.
Regarding the authorization holds, we have reversed them as a priority. Authorization holds are temporary transactions used to verify payment methods during an order process. While these funds are not collected by us, they may reduce your available balance until your financial institution releases them.
We regret any delays you encountered when reaching out to us. Our support team is available 24/7, and we understand the importance of being accessible and responsive. Your experience highlights areas where we can and will do better.
Unfortunately, the order(s) placed did not fully complete which led to the lack of further communication. We recognize how this lack of clarity added to your frustration, and we are working to improve our processes to ensure better transparency in the future.
Again, thank you for taking the time to share your feedback. Its through feedback like yours that we can improve and provide a better experience for our customers. If there is anything more we can do to assist, please dont hesitate to reach out to us here within the Executive Solutions Team at ****************************** or simply reply to the email sent to the email address provided in your complaint.
Sincerely,
******** Smith
Executive Solutions Manager
IONOS, Inc.
*************************************Initial Complaint
Date:11/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On October 10, 2024, I bought a domain from Ionos and successfully registered and paid for it. A few weeks later, I was shocked to discover that Ionos had sold my domain to someone else without informing me, refunding me, or providing any explanation for the resale. The current owner is now demanding $4000 to purchase my domain back.Ionos took my money for a domain and then decided to resell it without my consent. I want my domain back, as it was paid for in full and was not supposed to expire until October 10, 2025. I understand the value of the domain, which is why I purchased it at the price I did, but now someone else is selling it for nearly $4000, and I cannot afford to buy it back.Ionos needs to issue my domain back to me immediately. I expect a prompt response and resolution to this matter.Business Response
Date: 11/27/2024
Dear Love *********,
Customer satisfaction is our top priority, and on behalf of IONOS, I would like to sincerely apologize for the frustration and confusion you have experienced regarding your domain registration. We completely understand the importance of your domain and regret that this situation has caused you distress.
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 want to clarify that our team had already addressed the matter before receiving your complaint. As per standard domain registration procedures, it is required that the contact details for the domain owner be confirmed. Without this confirmation, we are obligated to comply with *****'s regulations and, as such, we were required to deactivate the domain as advised in the notifications .
We apologize if the notifications requesting confirmation did not reach your inbox. These notifications are sent to the email address listed for the domain owner at the time of the order, and we regret if they were missed or not received.
We understand the value of the domain to you and, as a gesture of goodwill, we are offering to register a new top-level domain (.com, .net, .org) of your choice (except premium domains) and waive the registration fee for two years. However, please note that we are unable to secure the original domain on your behalf at this time due to the circumstances outlined.
Once again, we apologize for any miscommunication, and we are committed to assisting you in finding a resolution. If you have any further questions or would like to take advantage of the offer for a new domain, please do not hesitate to continue to communicate with our team through the recent email correspondence.
Thank you for your understanding.
Sincerely,
******** Smith
Executive Solutions Manager
IONOS, Inc.
*************************************Customer Answer
Date: 11/27/2024
[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: 22604514
Im rejecting this response because I have evidence that the businesss claims are inaccurate. As you can see in the image provided, my email was indeed verified for the domain contact, contradicting the businesss assertion that its not accurate or lies. they intentionally canceled my domain illegal and kept the money for the domain registration. Instead of admitting their mistakes, they choose to lie.
Regards,
Love ********Business Response
Date: 12/03/2024
Dear Love ********,
Thank you for your feedback and for sharing additional details. We understand your frustration and sincerely apologize for any distress this situation has caused.
As previously mentioned via email, we are actively investigating this matter further and will provide an update once more information becomes available. We are also reviewing the evidence you provided to ensure accuracy in our records and address any discrepancies.
Please rest assured that we are committed to resolving this issue fairly. Thank you for your patience, and if you have further questions in the meantime, feel free to reach out.
Sincerely,
******** Smith
Executive Solutions Manager
IONOS, Inc.
*************************************Customer Answer
Date: 12/04/2024
Complaint: 22604514
I am rejecting this response because the business claimed they needed more time to investigate after I provided evidence that contradicted their statement and claim. I would like the Better Business Bureau to mediate this situation. My goal is to get my domain back, as it was illegally stolen by the company based on the evidence I provided. The evidence clearly shows that the company was wrong in canceling my domain after I paid for a year and allowing someone else to access it, which prevented me from recovering it.
Regards,
Love ********Business Response
Date: 12/06/2024
Dear Love *********,
Thank you for your communication. Please note that we have already addressed your concerns prior to receiving this notification through the Better Business Bureau. An email was sent to the email address on file for your account, providing an update on the outcome of our investigation.
Should you have any additional questions or need further clarification, we kindly ask that you respond directly to that email for the most efficient assistance.
We appreciate your patience and the opportunity to address your concerns.
Sincerely,
******** Smith
Executive Solutions Manager
IONOS, Inc.
*************************************Customer Answer
Date: 12/06/2024
The business has admitted that my contract was canceled illegally and continues to blame their AI system for their failure without any resolution. As a result, I lost $3,495 due to their negligence. I believe they should be held responsible for compensating me and returning my property. However, instead of acknowledging their mistake and taking action to rectify it, they have offered me nothing but empty promises. It is unacceptable for a business to admit to doing something illegal and then refuse to take any steps to make amends. The ongoing back-and-forth between them is not resolving the issue, and I would like the Better Business Bureau to intervene and facilitate a mediation process.
thanks
Initial Complaint
Date:11/21/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Subject: Complaint Regarding Unauthorized Payment and Address Issues To Whom It May Concern,I am writing to file a formal complaint against IONOS, Inc. regarding an unresolved payment issue and significant difficulties during a domain transfer.On 20th November 2024, I attempted to transfer **************** to IONOS. I used ****** Pay, and $9.50 (******** BDT) was deducted, but the process failed with an error message stating the payment was unsuccessful.Key Details:1. Payment Deduction:- Transaction Date: 20/11/2024 - Particulars: Ecom Purchase, IONOS *****************>Philade US - Trace: ****** - RRN: 432510****** - Amount: $9.50 IONOS failed to recognize this payment. Despite contacting support multiple times, I have received no resolution. My domain expires 22nd November 2024, and I am out of funds to renew it.2. Address Validation Issue:After payment, I was unable to register using my Bangladeshi address due to errors stating it was "invalid or unrecognizable." To proceed, I had to enter a fake U.S. address, which is unacceptable and highlights issues with IONOS's system for international customers.3. Lack of Support:I have made multiple attempts to contact support but cannot resolve this due to the lack of a customer ID or PIN.Resolution Requested:- Immediate refund of $9.50.- Compensation for my domain renewal due to this issue.Attachments:- Bank statement showing the transaction.- Error message screenshot.I trust you will address this issue urgently.Sincerely,Shakib Bin Kabir Domain: **************** Email: ************************Business Response
Date: 11/26/2024
Dear Md ***************************** 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 complaint, Id like to clarify that the $9.50 payment is not an unauthorized charge, but rather an authorization hold placed on your funds during the standard order process. Authorization holds are a common practice in online transactions, and the hold is released automatically if the service is not activated. Since your transaction failed, the authorization hold on your payment will be lifted soon, and you will not be charged.
Regarding the address validation issue, we understand how frustrating this must be, especially for international customers. We are actively working to improve our system to better support all users, and we apologize for any confusion caused by this error. Please note, that using a fake address will automatically trigger a security review and the service will not activate.
We have sent an email to the address listed in your complaint with further details and steps on how to proceed.
If you have any further concerns or questions, please advise in reply to our email and we will be sure to address them.
Thank you for your understanding and cooperation.
Sincerely,
******** *****
Executive Solutions Manager
IONOS, Inc.
*************************************Customer Answer
Date: 11/27/2024
[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 as I got my money back.
Regards,
Md ************************Initial Complaint
Date:11/17/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am getting charged $17 a year from IONOS, despite not having any domains with them. I attempted to contact IONOS, and they will only talk to someone with a verified email registered with them. I have never created an account with them, so I am not able to contact the company that is unrightfully charging me.Business Response
Date: 11/25/2024
Dear *********************************************** 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.
Thank you for taking the time to speak with me today. Im glad we were able to quickly resolve your concerns. As discussed, the Instant Domain contract for **************** has been terminated with immediate effect.
Regarding the ****** dispute, the refund is being processed through ******* standard dispute resolution system. This process, when completed, may result in an open balance with IONOS. What does this mean? Once you receive a notice of a declined payment, kindly respond to the email sent to you directly so we can address the balance and ensure everything is settled. If we were to process a manual refund at this time, it could create a duplicate refund situation (one from ****** and one from IONOS), potentially causing complications for future transactions. We want to prevent any such issues for your account.
We hope this explanation clarifies the situation. If you have any further questions or need additional assistance, please dont hesitate to contact us here within the Executive Solutions Team at ********************************************************.Sincerely,
******** *****
Executive Solutions Manager
IONOS, Inc.
*************************************Customer Answer
Date: 11/25/2024
[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:11/14/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I WAS CHARGED FOR A CONTRACT I CANCELED. THEY "REFUNDED" ME SOMEWHERE, IDK BECAUSE IT NEVER ENDED UP BACK IN MY BANK. THEY CANT EVEN TELL ME WHERE THEY REFUNDED EXCEPT ****** PAY BUT THERE IS NOTHING IN MY ACCOUNT. CUSTOMER SERVICE IS A JOKE. GO SOMEWHERE ELSE FOR HOSTINGBusiness Response
Date: 11/22/2024
Dear Ms. ****** ********,
Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry for the frustration and inconvenience youve experienced regarding your account and refund. 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 a detailed review of your account, we can confirm that the refund for the canceled contract was successfully processed on October 17 through ****** Pay. Our system does not show any errors in the processing, and the funds should have been directed to the payment method associated with your ****** Pay account at the time of the transaction.
We recommend checking your ****** Pay account, including the linked payment methods and recent transaction history, to locate the refund. If you are unable to find the credit, contacting ****** Pay support may provide additional clarity, as they can track the payment on their end.
We sincerely apologize if this process has caused any frustration or inconvenience. It is never our intention to leave our customers feeling unsupported, and we value the opportunity to make this right. If you would like us to provide a transaction reference number or any other details that might assist, please respond directly to the email sent to the email address on file. Alternatively, you can reach out to us directly here within the Executive Solutions team at ********************************************************.
Thank you for giving us the chance to assist, and were here to help if you have any further questions or concerns.
Sincerely,
******** *****
Executive Solutions Manager
IONOS, Inc.
*************************************Customer Answer
Date: 11/25/2024
[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: 22558692
I am rejecting this response because: My issue was not resolved. ****** pay has been defunct for months in the ***. Payments through there do not go through. My funds were refunded back to IONOS and now they refuse to acknowledge the fact.
Regards,
****** ********Business Response
Date: 11/25/2024
Dear Ms. ****** ********,
Thank you for your response, and we appreciate the opportunity to clarify the situation further.
We always aim to assist in the best way possible and have thoroughly reviewed your account to ensure we have exhausted all available resources. Based on our detailed review, we can confirm that the refund for the canceled contract was successfully processed on October 17 via ****** Pay. Our records show no errors in the processing, and the funds were directed to the payment method linked to your ****** Pay account at the time of the transaction.
We understand your concern regarding ****** Pays status in the ***. However, our system indicates that the refund was completed successfully and has not been returned to us. To locate the funds, we strongly recommend:
-Checking the ****** Pay account and linked payment methods that were active at the time of the refund.
-Reviewing your recent transaction history for any record of the credit.
-Contacting ****** Pay support directly, as they are best positioned to trace the transaction and provide additional clarity.
At this time, we regret that we are unable to provide further assistance regarding the refund, as the matter lies with ****** Pay. Should the funds have been returned to us at any point, we would immediately notify you and work to resolve the matter promptly.
We apologize for any inconvenience caused and appreciate your understanding. If there are any additional questions or concerns, please dont hesitate to reach out.
Sincerely,
******** *****
Executive Solutions Manager
IONOS, Inc.
*************************************Initial Complaint
Date:11/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
-On a November 25, 2021, I rented a domaine name (**************************) and paid one cent. -On October, 2022, I was billed 17$ for the second year. -On February 13, 2023, I subscribed to My Website Now Plus. The contract stated: If for any reason you are dissatisfied within the first 30 days, you can cancel your package at *********** and receive a full refund. The promise lacked a link for cancelling and forced the user to navigate throughout the complex website for an option to cancel.-On February 13, 2023 (the SAME day I subscribed), I sent an email to the only email address on your website, requesting to cancel my subscription. -On March 14, 2023, I was charged 41.40$ for a service I had cancelled.-On April 13, 2023, I received another invoice for the same amount (41.40$). -On April 17, 2023 (the SAME day), I sent another email reiterating that I had cancelled the subscription. I was given a phone number which was inaccessible from ******. I was given the choice in an automated reply to access the 2000+ articles for more information.-Help for any concerns was offered 24/7, but only through articles or an automated email answering system. It was impossible to actually communicate personally with a customer service representative.-On July 2, 2023, I sent ANOTHER email stating that I could not reach anyone and to please, please, please call me back at my phone number which I provided in order to rectify the issues surrounding billing. I received the another form reply.-On July 10, 2023, I received an email from a collection agency requesting the payment of 60.35$.-On November 25, I received another invoice for the domaine name in the amount of 19.55$.-On November 6, 2024, I attempted to register another domaine but my request was denied. I was charged 5.75$.Thus, I owe you twice 19.55$ for the name until November 2025. You owe me 41.40$ for charges incurred after i cancelled my subscription and 5.75$ for a charge for the new domaine.Business Response
Date: 11/14/2024
Dear Mr. ****** ******,
Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry for the frustration you've experienced in managing your account and the difficulties in reaching us. 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, it appears that your previous requests to cancel were sent to unmonitored email addresses, which may explain why those emails did not receive a direct response. For future reference, services can be cancelled directly through the control panel. Detailed instructions are available in our ************ which can be accessed using the search bar at the top center of the control panel. Alternatively, a request to terminate services can be sent to our cancellation team at ***********************************************************.
At this time, we are actively reviewing your account and have sent an email to the address on file with more details about your subscription, recent charges, and how these align with our cancellation process. We apologize for any oversight on our part and appreciate your patience while we work to resolve this matter.
If you have any further questions or need assistance navigating the cancellation process, please dont hesitate to reach out to our team directly here within the Executive Solutions Team at ******************************* Thank you for bringing this to our attention, and again, we apologize for any inconvenience this has caused.
Sincerely,
******** Smith
Executive Solutions Manager
IONOS, Inc.
*************************************Customer Answer
Date: 11/16/2024
[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: 22538768
I am rejecting this response because:The letter I received in my personal email box is identical to the one displayed under my complaint on the BBB website. With all due respect, it appears to be little but lip service. Ionos appears to have not significantly reviewed my file or sent any updates or changes. The instructions on how to cancel are moot since, given the lack of access to cancelling options when they would have helped me, the account was closed unilaterally. The email I used to cancel which they say was automated and no-reply was the ONLY one provided at the time -I did not know it was no-reply as "no-reply" was not part of the email address as is often the case for other businesses. I tried the only phone number provided but it was inaccessible due to my domicile. I kept receiving invoices without ANY option to contact Ionos. Perhaps things have changed since then, but it does not change my situation. They require a payment of over a hundred dollars for a service I never used and twice the amount that they initially said I owed them. Although excessively polite, I think their response is pure facade to save face and appear congenial and open to changes. They pursue the hardline they have had since the beginning.
I am replying as required by the BBB, but I hope that IONOS is actually reviewing my file and considering my claim as legitimate and founded.
Regards,
****** ******Business Response
Date: 11/19/2024
Dear ****** ******,
Thank you for sharing your concerns. We regret any frustration caused by your experience. Upon review of your file, we confirm that the issue you raised has already been addressed prior to receiving this response. Information regarding your concerns has been sent to the email address on file. As a courtesy we have cleared the outstanding balance due to allow for new services. We have also provided step by step directions on how to process a termination which can also be found in our help center here: ****************************************************************************************************************** In addition, we have provided the authorization code and unlocked your domain for transfer.
Our intent is not to provide lip service but to ensure a fair resolution. Should you require further clarification or have new information to present, please do not hesitate to reach out to us at ********************************************************.
Thank you for your patience and for bringing this matter to our attention.
Sincerely,
******** Smith
Executive Solutions Manager
IONOS, Inc.
**************************************Initial Complaint
Date:11/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have cancelled a $55.-/mo. web page design service twice on the phone, but IONOS keeps charging my credit card every month and sending me invoices. Ignoring my request to cancel the contract.Customer ID: ********* Contract ID: ********Business Response
Date: 11/13/2024
Dear Mr. ****** ******,
Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry for any confusion or frustration caused by the continued billing after your cancellation request. We take these matters seriously and aim to resolve any issues as quickly as possible. 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.
Upon reviewing your account, our team has received your request to terminate the service and, prior to receiving your complaint, we sent an email to the address on file with additional information regarding the termination process and attempted to reach you through the number on file and have left a voicemail. We kindly ask that you review that email and respond directly to it, and we will be happy to process your request promptly.
We understand how important it is to avoid any unnecessary charges, and we are committed to resolving this matter. If you have any further questions or concerns, please don't hesitate to reach out to us here within the Executive Solutions Team at ******************************* and we'll be more than happy to assist.
Thank you for your understanding, and we apologize again for any inconvenience caused.
Sincerely,
******** Smith
Executive Solutions Manager
IONOS, Inc.
*************************************
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