I am the CEO of two (2) companies, presently utilizing 1and1 internet as their service provider.
When we set the accounts up, we placed everything on auto-debit, to ensure prompt payment for the services provided.
On 02-11-2013, at approximately 6:30 am, I began receiving pop up's from what appeared to be 1and1, requesting I enter my user name and password. Obviously with all of the scams and phishing activities presently on the internet, I did not enter the information requested, and instead, referred the matter to our IT department.
IT advised that this appeared to be a billing issue (which left me a bit confused), and that when they attempted to follow the instructions, it led them to the billing dept. at 1and1.com.
I contacted 1and1's Billing department, and found that they had outdated credit card information for this particular site, and that the card they had on file, expired in SEPTEMBER! Since this was the first I had heard of a billing problem, I immediately contacted 1and1, corrected the card information to reflect the current information, and paid the bill in full.
I was then advised that reactivation of this business account, could take up to four (4) hours!!
I advised them that our business is "time sensitive", and that a delay of four (4) hours could have a huge impact on both our income, as well as our clientele.
I was transferred from Billing to Technical Support, and spoke with a barely understandable but friendly lady from what was most likely Pakistan, India or some other 3rd world location. She indicated that she could "request" the reactivation be expedited to one (1) hour; but that any further escalation would have to come through the Billing Dept. I was AGAIN transferred to Billing.
The individual that I spoke with in Billing, was less than useful, and was obviously either reading from a scripted responses sheet, or simply unwilling or unable to do anything else.
I asked for the call to be escalated to her supervisor, and was advised that "actually, (I hate it when people continually say "Actually!), the supervisor was on another call, handling another matter, and presently unavailable.
They wanted to transfer me back to Technical Support...again!
When i asked if Oliver Mauss was presently the CEO, there was silence, followed by "if that's what you have, you will have to go with that" and "we can neither confirm or deny that information."
For a moment, I thought I was dealing with the damned government!
They also mentioned that their four (4) hour reactivation, was done as a "courtesy" to their customers, and that normally, the service "should not " be reactivated until the following day.
As a business owner, I can understand how, with recurrent payment issues, a company would become leery of a customers ability or intent to pay. In our case, to my knowledge, there has never been a payment issue.
The billing dept. also stated that they had previously sent our company "notices" regarding the credit card problem.
Unfortunately, they were apparently sending then to an outdated and no longer used email address!
You would think that when they did not receive a response, they might have thought to look a little deeper into the problem? The fact that they hold and have all of our contact information, and that the telephones work perfectly, apparently never crossed their minds.
Lazy, sloppy, incompetent or just not concerned about their customers satisfaction and business relationships?
I'll leave that judgement up to the reader.
The fact that they have all of our contact information, that we maintain two (2) websites, multiple email addresses and have a phone number with them (for now), as well as a large number of domain names, just didn't seem to click with the geniuses in the billing dept.
We were planning on adding a couple more domains with them; however, due to the incompetence and lack of any semblance of concern or customer service in this matter, the decision to go with 1and1 has been placed on hold,
Needless to say, there was no resolution to this matter, and over an hour later, we're still sitting here, dead in the water!
I find it incredulous, that in this age of electronics, where nearly everything we do, is governed by a keystroke, an INTERNET PROVIDER such as 1AND1, cannot reactivate a business account in less than four (4) hours!!!
Based on the results of a a previous complaint filed here, I will most likely forward a certified letter to their CEO.
With any luck, I'll send it to his home address!
Way to treat your business customers 1AND1 !