We signed up with this company using a credit card. We bought domains and took out their dedicated servers and everything was okay until the initial period we had paid for ended. We then set up a direct debit from our business bank account and from that moment onwards, the service was simply shocking.
We suddenly found that every month, sometimes two or three times in the month, they would lock our accounts, bring down our email and our websites. We would contact them and they would say it was for non-payment. We paid by card, spoke to our bank (who siad, we have no idea what they are talkign about) and a week later they would unlock our accounts.
They then started blocking or accounts even when payments were not due, so we did some investigation into them. It transpires that their billing system was being treated by our bank (Lloyds Banking Group in the UK) as a fraudulent organisation (rightly so). The made numerous attempts to collect their payments 6-7 each time for several days and of course our bank would then block them. I spoke to the only sensible and intelligent person in their organsation on a Sunday (based at a call centre in the US) and he confirmed that this was a known issue for the company. But rather than acknowledge that it was their issue, they pushed it back to the clients, screwed with our service and tried to hold out business to ransom for their incompetence.
We lost time and money every time they took or sites down and we sent over 50 emails to their customer service department, legal department and finally to their CEO's office. We did not receive a single email, letter or apology from anyone in their organisation.
We decided that we would and could no longer put up with the service disruption and moved all of our domains to another provider.
They then sent our account to their collections company Arvato, who are equally rude and comparably incompetent and they have been pestering us to pay for the service we no longer take from them. Well, we have news for both 1and1 and Arvato... Look forward to seeing you in Court!
It is insane in this day and age that a company does not pick up a phone, respond to emails and expects people to pay them for not providing a service.
We have threaten legal action directly to their email address for their legal department and did not receive a response.
I have looked at the thousands of comments and negative publicity about this company on the internet and only wished that I had seen it before I signed up as there is nothing in this world that would make me take any service from this company. If they were the only internet service provide in the world, I would gladly go back to quill and ink so that I didn't have to speak to another incompetent rude individual in a Philippines call center.
Shocking is the only word that accurately describes their services ethos. There are many more that describe more succinctly the lack of morality demonstrated in their client interactions, but I refuse to stoop as low as they are!
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