1&1 Internet - Cancellation

[Andrew-P]

We are currently experiencing problems with 1&1 internet regarding an account which was cancelled in April but for which they have been demanding payment and have now appointed a disgracefully rude set of debt recovery agents - Avarto.

 

The course of events was as follows:

 

1. E-mail sent on the 16th May to inform them the account was not required and was not to be renewed when the 12 month pre-paid term was completed
   
2. They acknowledged this e-mail
   
3. The next year's payment was subsequently taken by 1&1 using paypal
   
4. 1&1 were contacted by e-mail but no response was received
   
5. Paypal reviewed my written cancellation notice and considered the payment was unauthorised and refunded the money
   
6. 1&1 sent a letter requesting that we give them bank details so they could again take the money
   
7. I e-mailed 1&1 stating that no money was owed as the account was cancelled and closed and enclosed copies of cancellation notice sent back in May
   
8. They e-mailed back stating that as it had not been send from the 'primary registered account' they could not deal with me and I had to reactivate the old account to send the same information to them again
   
9. No response was received
   
10. The next thing received was a letter from Arvato - their debt collection agancy
    
11. I responded to them stating the account was in dispute and giving them the information sent to 1&1 using templates from this forum
    
12. Avarto responded by e-mail saying we should take up with 1&1 (which we were)
    
13. We e-mailed 1&1 to review what was going on
    
14. 1&1 did not reply
    
15. Today we received a letter from Avarto, with an inflated cost, saying they were going to pursue legal action if they did not receive payment by the 28th of this month
    

We have a read receipt for the first e-mail and when my wife phoned 1&1 today their own customer services representative confirmed the cancellation e-mail was on my account and they had it.

 

They have created a complaint and will be getting back to us but I feel that we are being harassed by Avarto and have not received any justification for the charge from 1&1.

 

What we need is advice on what to do next - any help would be greatly appreciated.

 

The irony is that we have two other sites hosted by 1&1 and they are fine but by acting like this they will be losing our custom for these.

[silverfox1961]

Hi

Complain to both of them. Head your letters/emails as such (to ensure they treat it is a complaint)

They have to follow a complaints procedure and when they reject your complaint (and no-I'm not psychic) take it higher

 

This threat of legal action is just that, a threat. Does it say WILL on the paperwork.

[silverfox1961]

registered office of 1&1

 

AQUASULIS HOUSE

10-14 BATH ROAD

SLOUGH

BERKSHIRE

UNITED KINGDOM

SL1 3SA

[Andrew-P]

Thank you for the responses - will keep everyone updated with progress.

[Andrew-P]

We have written to both companies complaining and have not received any response from Avarto and an automated response from 1&1 who deny any wrongdoing.

 

Today we received a response from HL Legal Solicitors stating thratening court action if not paid within 7 days.

 

I think this is pure bullying tactics but need advice on:

 

a) what to do next

b) is there a statutory body who we can complain to about this harassment

[silverfox1961]

I think that if this did go to court (unlikely) then with the evidence you already have, this could be thrown out.

 

Once 8 weeks have passed since making a complaint with either no response or denying wrongdoing you can go to the ombudsman

http://www.ombudsman-services.org/communications.html

[Andrew-P]

Thanks Silverfox - very helpful.

[taylorit]

I had a similar problem with 1&1 before, complain to Slough Trading Standards and 1&1 soon jump. This is what I did and the matter was resolved quickly.

[756boxer]

I had a similar problem with 1&1 before, complain to Slough Trading Standards and 1&1 soon jump. This is what I did and the matter was resolved quickly.

 

 

Sounds like a wonderful idea, I was in very similar situation, my only saving was that my cc had expired before they could take the money,

their system voided my cancellation the same system that then created this alleged renewal for absolutelly no services, they're having a larf.

Lets see if I can wipe that smile ,

[Scammed1&1]

Hi

Thank you for posting this. I am going to try, as I am tired of sending emails etc

(Slough Trading Standards)

[1and1con]

avoid this dodgy company , not only did they charge me for 3 months for trialing the website builder plus which i cancelled within the 30 day trial but after i cancelled the hosting and domains they have now billed me for a further year , very suspicious and seems it happens to lots of others

[jsalts]

Hello all,

 

This is the first forum I have ever joined and just to compain about 1 & 1.

I have been with the happily for a few years now. A couple of years ago I registered a few more domain names with them. In September I received notification that it was coming up for renewal about 6 weeks later. I thought - oh that's ok, I will have a look at the bill when it comes and see if I want to continue with the domain names. Well - on 3rd December I received the new invoice which had gone up to over £130.00 (a lot more than I had previously paid). I contacted 1&1 on 4th December to say that I wasn't happy paying that and I wished to cancel. Well blow me - they send the invoice after the last date of cancellation. I am now tied up for another 12 months apparently. I am not sure that this is legal and they don't answer any of my questions. They told me as though I was stupid that I have to cancel before the renewal date not after it, also that I have agreed to the terms and conditions when I initially took out the package!

I have cancelled my direct debit however I am concerned that I am going to have people chasing after me looking for money when I don't think that what they are doing is legal. Surely I have to know how much it is going to actually cost me before they renew my contract.

Any help would be much appreciated.

[renegadeimp]

Just to note, a few months ago, im pretty sure the OFT made a ruling in regards to a service supplier which specifically stated that the new subscriber/account holder shouldnt have to dig deep into the terms and conditions of a contract to find out that theres a recurring charge/cycle. It must be stated up front.

 

I'm going through a similar situation with 1&1 myself, despite issuing a complaint, which for some reason came back with the response " You need to contact our UK offices", even though i sent a complaint letter to their specific UK address :/ They passed it on to a no-name DCA who thinks they actually have any rights.

 

Looks like ill be notifying Slough Trading Standards too.

[jjtech]

Hi guys,

I have a question. I took on 1and1 not knowing that the minimum term is 12 months and I'm simply unhappy with their service. They're unresponsive, do not make back-ups, server is way to slow etc etc etc. Can one cancel contract before 12 month term?

 

Best Regards,

JJ

[renegadeimp]

I wasnt even informed there was a 12 month contract when i took out my hosting with them. All that was stated was pay in 3 month installations, just like 123 reg or godaddy .. No word on recurring fees etc. The only thing that says anything about it is stuck deep in their toc's. SOmething which the OFT said late last year that service providers cannot do. It must be stated up front.

[SueHeavens]

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!

[renegadeimp]

They wont do anything. They threaten this and that, but they know they are wholy wrong. They get a DCA who says the same, but then they run off.

[demonisher]

I cancelled everything with 1&1 in March 2015 and they have now sent me an invoice for £33.52 and they are saying if i dont pay it then there debt collection agency will be on to me. They are saying I did not cancel the whole package when I know for a fact that I did in March. Help as they are being very unreasonable and they keep cutting me off all the time. The manager Lee Cruickshank is saying that i do not have a leg to stand on and I have to pay the bill. Help

[renegadeimp]

They send it to a dca who will send a few menacing letters and then... Nothing. Check the posts about them. It's a sham of a company and they won't go to court. Ive had the same experience, and I actually threatened the CEO with legal action if he continued to chase a non existent debt. I've not heard anything since 2012