1and1 deliberately make cancelling their services very difficult. I would advise anyone never to deal with this Company, as I have found them entirely unscrupulous. You will find many thousands of complaints on the web and even class actions being started against them. I moved away from 1and1 after they billed me for a whole year for an expensive website that I never used; they sold me a trial period by telephone and then billed me for a year. When the first bill arrived, they said it was then too late to cancel, though I had never seen the website service at all. This practice may be legal, though I believe it should not be for online services, as no services were ever taken. It is a trap designed to catch busy people who forget to cancel in the trial period. I would never have wanted the expensive (£70/ quarter) web service they charged me for; I pay very much less with another provider now. Having moved away, they are still trying to bill me; for what I cannot determine, as I have moved my email and broadband away many months ago. After cancelling online they require you to call their cancellation line (they cancel the online cancellation you registered, if not confirmed by phone). I called their line, which went to an answerphone message giving its 9-5 opening times, and then simply cut off; it was 11.34 a.m. I reported this too. They sent a cancellation confirmation with a later date, and have just taken £9.94 from my bank account anyway. I hope you get your issue resolved - I'm afraid you are by no means the only victim of 1and1. For anyone else: NEVER! NEVER! use 1and1!