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:12/14/2023

  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.

  The company Aionis Is trying to charge me a year in advance for a web hosting package that ai have never utilized. I reached out to them to ask for an adjustment from an annual pay to monthly. They tried to convince me I have to pay the entire invoice or they will suspend my companys domain. Then they will refund me the money and then switch me to monthly billing. This is ridiculous because if you are going to do what I asked from the beginning, why would ai go through these unnecessary channels unless they are attempting to make their books look one way that they are not.

  

  Business Response

  Date: 12/19/2023

  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 service that need the most attention. 
  
  According to our records, your concerns have been recently addressed. For further clarity, your contract renewed as agreed upon at the time of the initial order of the service. As we were not contacted prior to the renewal date, the contract invoiced and became due. As previously advised by our team, in order to make changes to the contract the balance on the account must be settled. Once settled, you are able to review your options with the retention team and once the change has been made, a prorated refund will be initiated. However, as a one time courtesy the outstanding balance has been cleared to allow for a downgrade of the service. At this time we ask that you follow up with our retention team to review our services and find the service that best meets your needs. They can be reached at ************, Monday-Friday 8am-8pm EST. 
  
  Again, we apologize for the inconvenience caused and we appreciate your feedback. If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected].
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

  Customer Answer

  Date: 12/21/2023

  [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: ********
  
  I am rejecting this response because:

  I don't have to pay for a service that I haven't used. And why would you tell me to pay first then give me a full refund. I am not playing these games. At this point I will never do business with this company again. Please remove me from your system and release our church domain and we will go elsewhere.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:12/13/2023

  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.

  Used 1&1 for over 10 years. Recently started getting billed for support that I did not ask for or received. After complaining got a fraction of a refund. Decided to wind down the amount of domains I had, but customer service completely failed to assist to do what I asked for. When I initiated a transfer before closing my account got charged a renewal fee even though my contract was already renewed ie May to May was spitefully billed to extend contract December to December. Absolute crooks in this company!!!

  

  Business Response

  Date: 12/14/2023

  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 service that need the most attention. 
  
  It has come to our attention that a request to terminate your hosting service has been received. While we are sorry to see you go, we understand that circumstances may lead to such decisions.
  
  Upon reviewing our records, it appears that our support team advised you to contact us once all domains associated with the hosting service have successfully transferred to the alternate registrar. This recommendation is to ensure the seamless transfer of your domains without any disruption.
  
  As of now, the hosting service remains active, and an invoice has been generated accordingly. However, we want to assure you that once the service is officially terminated, we are more than happy to reverse the invoice. Our goal is to facilitate a smooth transition for you without any unnecessary financial impact.
  
  We kindly ask you to reach out to our team directly at [email protected] once all domains have successfully transferred. At that point, we will expedite the cancellation process and address any remaining concerns or inquiries you may have.
  
  We appreciate your understanding and cooperation in this matter. If you have any questions or require further assistance, please do not hesitate to contact us. Thank you for the opportunity to serve you, and we wish you the best in your future endeavors.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

• Initial Complaint

  Date:12/06/2023

  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 canceled my domain contract on 11/1/23 with ionos and after spending about 1hr with a customer support rep after I canceled online they force you to talk to a person who spends the time trying to change your mind. I got my cacnellation email finally. I thought this was the end of it, however in wasnt without ever using the service again or anyone else my password is too complex to guess at 128 bit characters. Also check your security as hackers constantly hit your services and we're able to get my username, but never my password. They tried about 30 times a day. You need to do better taking care of your customers in service and security. In 12/3/23 or so I get an email my ionos account will automatically renew and am provided a contract and invoice. And they say they are going to charge me on 12/6/23.I reply to their email on 12/4/23 and tell them I have canceled my service never renewed it, and what they are doing is a scam essentially. I tried to contact them and didn't even try the phone Tree as they would have kept me on the phone for several hours trying to hassle me and it would auto renew again. Luckily, I had used paypal and was able to go back a year and cancel the payment arrangement. And sure as could be I got a charge payment decline and ionos told me to contact them as the payment method wouldn't go through. Money is scarce, company business practices are also, there should be a law on an easier way to cancel services and not scam people out of hard earned money.I expected better from ionos, and will never use them in the future.Please don't do this to anyone else and please don't let them do this anymore. I told you I would be making a claim. If you continued and you did. This is besides the fact your customer data is breached daily. Thanks,*****

  

  Business Response

  Date: 12/13/2023

  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 service that need the most attention. 
  
  Our records indicate that on October 26, 2023, a callback was initiated to address your request for service termination. During our discussion, data loss was confirmed, and the effective date was set for December 1, 2023. Unfortunately, we acknowledge that the cancellation was not processed as per your request, and we sincerely apologize for this oversight.
  
  To address this matter, we are currently conducting a thorough review to determine the cause behind the contract remaining active post-cancellation. Once identified, we will take the necessary steps to prevent similar incidents in the future. We appreciate your understanding and patience as we work to rectify this situation.
  
  We understand the importance of timely and accurate communication, especially when it comes to service terminations. Our primary goal is to ensure all our customers are informed about potential data loss and domain ownership implications, providing alternative options such as service reduction to avoid complete termination.
  
  Rest assured, your termination request has now been successfully processed. Confirmation of the cancellation has been sent to the email address on file, and any outstanding balances have been cleared. Additionally, we have escalated your concerns to our security team for a comprehensive investigation. Internet security is of utmost importance to us, and we appreciate your diligence in bringing this matter to our attention.
  
  Again, we sincerely apologize for any inconvenience caused and value your feedback. If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected].
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

• Initial Complaint

  Date:12/05/2023

  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.

  Nearly three years ago, I received several cold calls because I already had an account. They were trying to update extra contracts. I told them every time I had NO need for the contracts. They said I could cancel at ANY time online. So on the phone I agreed, because they wouldnt leave me alone, and intended to cancel. $40/mo for services that went unused because they were not needed, and several complaint calls and attempts to cancel later, and I finally just stopped paying. So they locked me out of my account and threatened to delete all my websites. Even domain names that had been purchased outright.

  

  Business Response

  Date: 12/12/2023

  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 service that need the most attention. 
  
  Upon reviewing our records, it appears that your concerns were recently addressed. The unwanted services have been terminated and the services you wish to keep are active. Please know that we are taking your feedback seriously, and we are conducting a thorough review of our outbound sales processes to identify areas for improvement. Your insights are invaluable to us, and we are committed to making the necessary changes to ensure a more positive experience for all our customers.
  
  Once again, we appreciate your feedback, and we apologize for any inconvenience you've experienced. If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected].
  

  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

• Initial Complaint

  Date:11/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancelled hosting package contract prior to any new taking effect. Notified them ahead that I wouldn't be on for a continuation based on a price increase and ultimately cancelled. after cancellation which I can also prove, though their process is quite shady on cancellations unfortunately. had back and forth immediately when they sent a new contract, they were simply resistant from start to finish, playing ignorant, I remained polite throughout it all and have all the dialogue exchange and even though it was abundantly clear cancellation in effect, they charged anyway, which a dispute with bank was filed just before this filing dialogue. They kept threatening my domain names in my cancellation, though they are separate from hosting, the names reside within my account so threats aren't okay. but they continue on that front. they owe a refund and ensure that my property, (domain names) which auto renew unless I choose otherwise remain so and that I can continue unobstructed access to my account to point them as I wish where I wish and so forth. my property. we've has an issue some years back actually, where bbb was also file and rightly so, as in this case. this relates to hosting for bestestimate.com - My domain for decades and has been hosted with various companies throughout, only with them do I ever have issues. refund is a must as is keeping my account available the contain my belonging under my management etc. their behavior is way out of line to say the least.

  

  Business Response

  Date: 12/13/2023

  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 service that need the most attention. 
  
  Our records indicate that a service downgrade request was submitted at the end of August in response to our notification about a change in pricing structure. Our support team member promptly sought additional information, specifically a callback number and preferred time for a discussion, as service downgrades cannot be completed via email to prevent potential data loss and feature concerns.
  
  Regrettably, no modifications were implemented on the account before the renewal date, leading to the automatic renewal and invoicing of your service. It's crucial to highlight that, given your domain's inclusion in the contract, terminating this service will result in the domain's termination, including the removal of ownership. To prevent such action, you have two options: either migrate the domain to an active contract on the account or downgrade the hosting package to an Instant Domain contract only.
  
  We can confirm that we have diligently addressed your concerns and provided details to the email address associated with the account.
  
  Again, we want to emphasize our commitment to transparency and want to clarify that our intention is not to offer the kind of experience you've encountered. We sincerely apologize for any miscommunication and for falling short of providing a positive customer experience. Your feedback is important to us and if you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected].
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

  Customer Answer

  Date: 12/14/2023

  What I'll say at this time is, things seem to be going in the right direction in dealing with ********, the solutions manager, can't help but respond with caution because, for certain, no hosting agreement that I've gotten in the years with them noted my domain name being hitched in such a way where my ownership of it would cease should I not host, having owned it almost 2 and 1/2 decades and originally registered elsewhere and hosted several hosts without any such consequence - I would never agree to that, nor did I here. Furthermore, considering these facts and dates for renewals are separate by considerable time and being responsible, certainly I took the necessary steps to prevent the renewal of that hosting package and once again, alerted those in the support area of that portion of service no longer applied, not the concise version of a point of contact, though even in that contact, my message was clear in that specific package would certainly not be renewed - During the remaining two or so months I made the choice to cancel the host end, then the wording suddenly threatened my property "domain name" bestestimate.com - then, charges, threats referring to the association, which again I would never agree to or have experienced anywhere and have owned may domains and hosted several and helped others as well in registering and hosting - even here, I just never noted that nor required any referrals.

  Anyhow - I'm certainly no stranger to this process and not my first time around this block either as noted initially, but, I don't want to diminish the corrective actions being implemented by ******** the solutions manager in our sorting though the muck. We've been communicating the current way forward in preserving my property, so in good faith, provided my goods renewed without flaw, monies are more easily disputed - all that said, seems to be road to honorably concluding, fortunately, my patients and good mannered conduct aided in the successful exchange with ******** - Lets not she or I point fingers on who dropped the ball - I'll confirm she, ******** is resolving the matter with the goal of no further impact to me, I've taken many steps but I'm not going to change my character - in the near term, should all settle and if as now being handled, I'm not out to acuse who, what or why, and she is just handling it not rather that making excuses. We can't undo, but if concludes as mentioned, which seems to be, then it will the issue leans to the side of satisfaction. in terms of rectifying, that is all we can do, and we, fortunately are both willing on that front, which is very important.
  

• Initial Complaint

  Date:11/27/2023

  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.

  On Thanksgiving evening a customer told me that my website was down. I checked, and sure enough it was. This is my business site and the holidays are not a good time for it to be down! I immediately called 1&1 to ask why NONE of my domains, including my business domain, were under my account anymore. The person I spoke to had to look into the issue for about ten minutes, and couldn't give me an answer. I RECENTLY paid for three new domains for an upcoming business, they were not under my account. I proceeded to call back on Friday and Saturday, and those calls similarly went nowhere. Someone named ***** e-mailed me and said she could help create a new contract, but needed to know what all of my domains were (and this is a webhosting company I have been using for over a decade!!!!). Still, I thought she was trying to help, so I emailed her back. When I finally did got a response over 24 hours later, she said she couldn't help me, she was "just in contracts". So I called yet again, and all I was told was that my contract was cancelled due to "malware on my site". Only two of the ten or so domains I have were associated with an actual website, and there was never any indication of malware on my end or any suggestions about what to do about it. They just took my money and cancelled without warning. I have an online handmade business, and I missed Small Business Saturday and Cyber Monday due to my website not being operational. My last communication with IONOS was that it could take them at least 72 hours to "investigate". Meanwhile, there are about ten domains, that include my business name and my name and I do not have access to them. I PAID FOR THEM. My merchant account was suspended by ****** due to having a "parked" domain, and customers are panicking and not able to pay invoices. IONOS has HORRIBLE customer service - everyone passes the buck and NO ANSWERS or SOLUTIONS! I spent Thanksgiving weekend worried sick.

  

  Business Response

  Date: 12/07/2023

  Dear *************************************, 
  
  Ensuring customer satisfaction is our utmost priority, and I want to express sincere apologies on behalf of IONOS for the fact that your experience with our company did not meet your expectations. Your feedback is highly valuable to us, and we appreciate you taking the time to share it. Direct input from customers is a crucial resource, guiding us in focusing on the aspects of our products and services that require the most attention.
  
  Upon reviewing our records, it appears that your concerns were recently addressed by our Executive Solutions Team, who provided comprehensive information via email on November 30, 2023. At IONOS, we place a significant emphasis on internet security, and we deeply regret any inconvenience caused. We can confirm that the domains in question have been successfully restored, transferred to the requested registrar, and refunds have been processed to the payment method on file. Our Quality Assurance team is actively reviewing the situation to provide feedback, ensuring that similar incidents are avoided in the future.
  
  Once again, we apologize for any inconvenience you've experienced, and we appreciate your understanding as we work to improve our services.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************
  

• Initial Complaint

  Date:11/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I want to be refunded for these empty contracts I was charged for. When a contract no longer has a domain or service associated with it, customers should not continue to be charged for services they are no longer using. I believe this is a highly unethical possibly illegal practice and I will go to the Pennsylvania Attorney General and News Media if this is not resolved. Below is a summary of the contract charges I want refunded based upon the dates your representative told me services were no longer associated. Web Hosting Business ******** - Empty contract for ************************.com since 3/29/2023 $117.76 owed 1&1 Unlimited (12 months term) ******** - Empty contract for ************.com since 11/20/2019 $22.26 $22.26 $22.26 $22.26 $100.24 $22.26 $22.26 $22.26 $22.26 $99.24 $22.26 $22.26 $22.26 = $444.34 owed 1&1 Unlimited (12 months term) ******** - No domain associated for **************.com since 5/14/2023 $17.42 $39.68 $17.42 $17.42 $39.68 $18.90 = owed $150.52 Instant SSL ******** - Not in use for *****.**************.com/ since 10/20/2022 $29.99 $29.99 = owed $59.98 1&1 Unlimited ******** - No domain associated for ****-**************.com since 10/20/2022 $105.11 $17.42 $17.42 $17.42 $67.41 $17.42 $17.42 $25.60 $25.60 $25.60 $25.60 $25.60 $152.16 = owed $539.78 $1,312.38 total owed minus $215.95 in November 2013 credits = $1,096.43 in credits still owed Thank you

  

  Business Response

  Date: 12/01/2023

  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 service that need the most attention. 
  
  We'd like to clarify our billing policies to ensure a better understanding. The services in question are billed based on the allocation of resources, as outlined in our terms and conditions. This means that charges are incurred as per the resources allocated, rather than on actual usage. Additionally, our terms stipulate that services will continue to be billed unless a termination is processed with explicit permission from the customer.
  
  While we strive to assist to the best of our ability, it remains the customer's responsibility to oversee account management, including the cancellation of any undesired services. It's important to note that our services will not be automatically terminated if a specific feature, such as a domain, becomes inactive. We can confirm that the noted services have been terminated as per your request on Nov 5, 2023. Prorated refunds have been processed based on the termination date.
  
  We understand that this may not fully address the resolution you are seeking, and we sincerely regret any dissatisfaction caused. We remain committed to providing excellent service, and your feedback helps us refine our processes to serve you better in the future. We acknowledge the importance of transparent communication, and we constantly work to ensure that information is shared as effectively as possible. IONOS sends account notifications such as invoices, contract and account updates, etc. to the email address on file along with notification center of the control panel.
  
  If there are further details or specific aspects you would like to discuss, please feel free to reach out to our Executive Solutions team at [email protected]. We are here to assist you and address any additional concerns you may have.
  
  Once again, we appreciate your feedback, and we apologize for any inconvenience you've experienced. Thank you for your understanding.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

  Customer Answer

  Date: 12/03/2023

  Since you refuse to refund me I'll be contacting the Pennsylvania Attorney General.

  Customer Answer

  Date: 12/04/2023

  [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: ********
  
  I am rejecting this response because:

  I was charged for canceled services and want a full refund. I have filed disputes in the total amount owed of $1,096.43 with my credit card company.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:11/20/2023

  Type:Sales and Advertising 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 received a charge to my debit account for $22.10 a few weeks ago on November 12, 2023, which over drafted my account. I have never had an account with IONOS and I had never heard of them up until the point of this strange charge on my debit account. I do not advertise anything online, therefore I would not need a website. I immediately deactivated my debit card and had to get a new one sent, which should have stopped the charge from being processed, but my money was still removed from my account. I tried to dispute the charge and have it removed/refunded, but it will take weeks and weeks to get my money back. So I'm guessing that my bank account was hacked into. I am already working too hard for my small paycheck and then I have to deal with people stealing my money.

  

  Business Response

  Date: 12/07/2023

  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 is an important resource as it helps us focus on the aspects of our products and service that need the most attention. 
  
  We want to assure you that we take internet security very seriously. In our efforts to assist you further, we have diligently reviewed the information provided, but unfortunately, we are unable to locate the specific transaction in question.
  
  We've attempted to reach you at the telephone number listed in your complaint without success. To ensure we address your concerns promptly, could you please contact our team directly at [email protected] This will enable us to gather additional details and provide you with the assistance you need.
  
  Thank you for your understanding, and we appreciate your patience as we work towards resolving this matter.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************
  

• Initial Complaint

  Date:11/17/2023

  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 have cancelled the account after prepaying for a year. They are sending threatening letters to me about payment for the upcoming second year for which I already canceled and did not use. Upon investigation this company has a history of this. Threats for collection for services canceled and not rendered is ridiculous. I have also emailed them to no avail and confirmed the cancelation on the account pages.

  

  Business Response

  Date: 11/22/2023

  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 service that need the most attention. 
  
  We understand that receiving a notice about an overdue balance for a service believed to have been terminated can cause frustration. We want to assure you that IONOS does not charge for services that have been cancelled. Once a service is terminated, a confirmation email is sent to the registered email address, confirming the termination request and its effective date. In instances where termination was not processed, invoices will continue to generate. It's important to note that canceling a specific feature, such as a domain, does not terminate the entire contract, as contracts can house multiple features. This specific information is outlined in the confirmation email for feature cancellations. For more information on how to cancel an IONOS service, please visit: ****************************************************************************************************************
  
  We have sent an email to the email address on file for your account. At your earliest convenience please review and respond directly to the email for further assistance. Alternatively, please feel free to contact us here in the Executive Solutions Team via email to: [email protected].
  
  Once more, we apologize for any inconvenience caused, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

• Initial Complaint

  Date:11/16/2023

  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.

  This company is trying to threaten me into paying more money. I signed up for their services in Oct 2022 and it was to be billed annually. I had it set up to pay automatic payments through ******. I have cancelled this automatic payment months ago way before 1 year mark and am not responsible for paying any more. IONOS has been sending me way too many emails saying I owe another $17 to them and are threatening to send it to collections. I do not owe them money. This company is illegally trying to force me to pay more money even after I cancelled.

  

  Business Response

  Date: 11/21/2023

  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 service that need the most attention. 
  
  Terminating a billing agreement via ****** does not result in the cancellation of the corresponding service with IONOS. Instead, it simply disables the option to utilize ****** as the payment method for the IONOS account. Given the nature of our services, all IONOS services are configured to renew automatically. To terminate a service or avoid its automatic extension at the end of the term, deactivate the automatic renewal option within the control panel. The contract term then automatically ends on the date specified. You can disable the renewal option up to 72 hours before the end of the current term. For more information on how to cancel an IONOS service, please visit: ****************************************************************************************************************
  
  We have sent an email to the email address on file for your account. At your earliest convenience please review and respond directly to the email for further assistance. Alternatively, please feel free to contact us here in the Executive Solutions Team via email to:  [email protected].
  
  Once more, we apologize for any inconvenience caused, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************