So only this morning I sent an email to 1&1 copying in their CEO Andreas Gauger and I have had a response from the same customer service agent as before which is simple CRAP. Here it is along with my lengthy response. In my reply I have asked 1&1 to specifically reply to my nine points. Let’s see if they will…with the way they have handled this saga so far I’m not holding my breath. Oh and their Legal Department has yet to respond to any email I have sent to them…DISGRACEFUL. Notice as well in my previous email I demanded they CALL me back…well guess what…I got no call…
On 18/02/2011 22:34, “email@example.com”
Dear Gary Taylor, (Customer ID: 13618519)
Thank you for contacting us.
We understand that you have since contacted our Legal Team.
We have done all that we can to resolve this issue.
However, we cannot refund all of your invoices dating back to the
beginning of the year.
If you have any further questions please do not hesitate to contact us.
My Response to that
You haven’t done everything you can to resolve the issue at all as it has
still not been resolved
My control panel still shows that every single one of my .co.uk domain
names has a “domain registration error” against them due to the fact that
you cannot update your system to show my account as opting in to Nominet’s
As a result you are not providing the service I am being billed for
I have since change my billing details so that you can no longer take
money from my account, and you have been quick enough to send me an email
asking me to make payment…so I ask you now, why can’t you fix the issue
with the whois opt in?
I have spoken with Nominet who have said that your company specifically
has a technical error with opt in / opt out updates and that they have a
special email account which they have tried contacting you on too to help
me. Again I have had no response from your company
I do not feel it is acceptable at all that you have only offered to credit
back the last three invoices considering you have had since the 17th of
January to fix the issue.
I would like to know:
1.) Why your legal department has not responded to me at all?
2.) Why your social media department as not responded to me at all?
3.) A reasonable explanation as to why you feel that only refunding the
last three invoices is acceptable, considering the disruption you are
4.) Why I had no updates from any of the telephone calls I have made to
your support team, to which I have numerous reference numbers?
5.) When I can expect the issue with my account to be resolved?
6.) why your Twitter team have not responded to any of my @ mentions of
7.) Why your company did not respond to my 7 day letter before legal
8.) Why my requests to have someone from the UK actually give me a call
rather than emailing me have gone unactioned?
9.) s I have changed my debit card details I have received an email asking
for payment under reference K13618519 / V21364022 Declined debit note. I
do not expect to have to pay this nor any future invoices until this issue
is resolved and I ask that you acknowledge this point in your reply.
Again I cannot reiterate enough that I will take this as far as necessary
until I get an acceptable response and a full refund of my domain name
renewals, which again I emphasize is not an unreasonable request
considering the time, effort and money on things like telephone calls I
have made to your company, and loss of revenue from one of my websites
because I can’t change the DNS settings in the control panel.
I am asking for your help, and this is getting beyond a joke now, it has
been a over a month and I am now chasing your daily and still I am getting
no where. Surely you cannot feel this is acceptable behaviour from a
company of your size?
I await your response to the above 9 points
Director | One Result Limited
Will they ever sort this out? Will they even answer my nine points?
At the end of the day the more time they avoid me, the more times they don’t answer my queries and the longer that this goes on the more and more ridiculous 1&1 Internet look and the more ammunition I have to give to my solicitors.
Come on 1&1 all I am asking is fix the issue with my account and refund £250. Surely that it not so much to ask from someone who has been a customer with your for years and has hundreds of domains with you?
Let’s see if you can do the right thing
If you feel 1&1 are bang out out of order link to my posts!