Written on: 05/06/2013
I rated one star as I couldn't rate minus five.
When I first started with 1and1 up on first signup, this was an offer of a first month free basis.
For that first month I couldn’t log in to my 1and1 account as their was an error on 1and1’s part. This happened for the first month therefore I lost my first free month due to not being able to log in and access my account. I queried this a lot over the first month until I was able to log in after they fixed the issue. They didn’t offer me a free month.
Date: January 2013
I lose access to my plesk account. When I inquire about this, they tell me the password has been changed, but I have never changed the password. Possible attack on my account, where is the security with 1and1.
Further months in, I call but get the same answer, I email numerous times [I have all emails] but same answer and no further help.
Date: April 2013. I now cannot access my account at all and still cannot access my plesk where I wish to cancel any auto renew on domains as I would like to leave them and not have them gain anymore money from me as I am paying for a service i cannot access. So I ring a lady (indian lady) who understands (barely) but assures me that the domains I picked will not be renewed, I normally and did question it and made sure she had done this for me.
Late May I get billed for the auto renew of these domain. I argue this with them but no answers. At this time I am emailing emailing there support from my email account about my plesk as the email I have registered with them is firstname.lastname@example.org which I cannot use as steveroberts.co has now been closed down by themselves which I figure is due to these Plesk problems. Numerous clients contact me about there sites now going down, due to this. There support department, try to help but just without even understanding they cannot and put me on to ringing them some more.
I ring but no luck. I cannot get through sometimes and sometimes the person on the other end again (indian which courses a language problem) cannot help me. I try not to give up due the the language barrier but have to as it was getting no where after trying to explain what I am after in different ways.
I email their billing email address, they email me back saying they cannot email this email address back as it is not an email used in any accounts, no its not, but I tell them my user number, invoice number and the issue that I cannot use that normal email as it is hosted by them etc, they still send the same template email back, on the other hand I have just been emailing their support email address with the same email and they have just shared to me information about my account and passwords, so if I wasn’t who i said I was, then another security risk there.
In the past I had an issue paying them my monthly bill for one month so before payment due I registered my partners card with her permission of course to pay this. Afterwards, one week later I admit, I took her card off it. That meaning they cannot use that card now after that payment went through, they shouldnt even have kept details of it. In April I had an issue paying due to my bank accidently locking me out of my account due to my card in need of renewing, it was at its expirey date, unsure why this affected paypal or normal payments as I thought the numbers where the same, but unknown to me this does ad my card details (numbers are now different) however I emailed 1and1 billing this and asked to pay a month later, no responce and they charged my partners card again, how did they even keep her details. She rang up and the guy at the other end said we charged you as it was next of kin so to speak and your details where still logged into my account area, he also then said after she queried this, that I had logged into my account in te last hour and took her details off, well at that time we was both at home with no internet or mobile internet so never could have happened, also giving away private details of something that didnt happen that way.
At this point I emailed trading standards and got a letter back from a local council about them.
I email them on one occasion in many (daily) and we come to the agreement that they will unlock my account (as I refused to pay for the auto renewed domains which locked me out of my account) so that I can pay, as there is no method of paying once you are locked out, I probably believe a phone call maybe but at this point I am so annoyed I tell them I will not ring again. They agree to unlock whilst emailing me asking If I had done it yet, (ie. got into my account and paid), they keep emailing me as i am doing it asking have you paid yet, but I say I am logging in and will pay, but once I have paid then surely my account will be left open anyway, no answer to that. I get into my account and add my paypal account but do not see any invoices or way to pay instantly, so I hope that registering my paypal account ould mean to pay this bill of £17.99 which is my usual monthly payment as I also couldnt pay that either due to lock out.
I email them saying I only give them permission to take the monthly payment out. 2 days later... over £150 has been taken from my account through paypal, my 1and1 admin area is open, Plesk is still buggered with an error.
So at this point I had emailed them about my Plesk issue, they then tell me I need another email, I give them the main log in email (just to note, they can log in and find this out anyway) but then notice whilst i go to log into my 1and1 account that I am locked out again!! Why?! I am at the end of the world with this and have had enough.
Now I just need to get into my plesk account which I have been locked out of since january so I can transfer my domains away from them.
In my belief they are dishonest, untrustworthy, with no support and no technical skills. A real cheap and nasty company.
I now am thinking of legal action.