To Whom It May Concern

I have been IONOS's customer since 2018 and everything was OKAY back then, BUT after 2020, IONOS became unbearable and started sending me random emails with overcharged invoices and when I called to complain about it, they said, they'll fix it BUT they never fix anything and they lock the server because the invoice wasn't paid. My contract says that I have 30-days to settle any invoice but IONOS is locking the server on the 15th of each month because IONOS sent me overcharged invoices and I called them to complain about it.

So My question is How am I supposed to pay an overcharged invoice and I already called you, guys to fix it, and you, guys promised you'd fix the invoices but never fixed it.

IONOS locked the server last month and sent me 2 random emails with overcharged invoices. I paid one invoice on the 24th valued at $306.95 USD. After the payment, I realized the server wasn't working. So I called the customer service and they said they would migrate the websites to a new server because the old server was damaged. It wasn't me who damaged the server. So they told me that the new server comes with $300 credit and I agreed to migrate to new server.

I was surprised I was charged the administration fee in advance and I had already paid for it even before they migrated the websites (Please see the attached PayPal invoice to see the administration fee paid invoice).

IONOS locked the server again on the 15th, I called the company on the 14th to discuss the pending overcharged invoice and I was waiting for the updated invoice but I was slapped with a locked server on the 15th.

Today, I received another email with overcharged invoices.
Server ($152.00) is overcharged because the new server came with $300 credit. There's no payment toward the new server.
Server Administration $75.00 is already paid. Please see the attached PayPal invoice.

Please update the invoice before sending it out and PLEASE stop sending me invoices twice per month because when you split the invoices you charged the IP and the DNS twice per month.

IONOS sent me an invoice valued at $ 846.24 for 1 month. My invoice should have been $292.95

PLEASE STOP SCAMMING CUSTOMERS.
PLEASE STOP SCAMMING CUSTOMERS.
PLEASE STOP SCAMMING CUSTOMERS.
PLEASE STOP SCAMMING CUSTOMERS.
PLEASE STOP SCAMMING CUSTOMERS.
PLEASE STOP SCAMMING CUSTOMERS.
PLEASE STOP SCAMMING CUSTOMERS.

I am very very very disappointed with IONOS.

Today
Chat Started
10:48 AM
One moment please, we will connect you with the first available agent
10:48 AM
Customer
I don't do phone calls because I am also dealing with clients Do you offer chat online support
Hello?
Hmmm...
Hello?
10:51 AM
Rachelle B. Connected
10:53 AM
Rachelle B.
Thank you for contacting IONOS this is Sales Department. My name is Rachelle How may I help you with your order today?
10:53 AM
Customer
I don't do phone calls because I am also dealing with clients Do you offer chat online support
10:54 AM
Rachelle B.
Do you need technical help?
This is from Sales department
10:55 AM
Customer
No, before I buy I am finding out if you do chat for technical help or just phone calls
I'm aware you are the sales dept. Doing a bang up job.
10:56 AM
Rachelle B.
Yes we do. But it would be best to contact via chats from Monday-Friday if you need techncal help
10:56 AM
Customer
So technical help is NOT 24 hours?
10:57 AM
Rachelle B.
Via chat no
Only phone calls is 24/7
10:57 AM
Customer
Okay, that is a deal breaker.
10:57 AM
Rachelle B.
Anything else I could help?
10:57 AM
Customer
For my records, Do you offer managed hosting
10:57 AM
Rachelle B.
Yes we do
10:58 AM
Customer
And I am glad you care so much. Perhaps you might attempt to give me the link to that info?
10:58 AM
Rachelle B.
https://www.ionos.com/hosting/managed-wordpress
10:58 AM
Customer
Please make you manager/ supervisor aware of this conversation
10 minutes response for a sales inquiry is a problem
No chat for tech help is a problem
10:59 AM
Rachelle B.
Sorry for that, we have huge numbers of interaction in a day
11:00 AM
Customer
Great excuse. Will you forward this to your supervisor/manager so Ionos knows how they lost a customer and how I will be taking my domains from you as well.
Also, please know that in my opinion, I'd rather convese with a polite person with hellos and canned responses
11:01 AM
Rachelle B.
We don't have that option.
END

IONOS offer good looking packages, but have just taken full price for package after cancellation of services.
Package was offered at £7.49/month, and was being paid at that price. However, after cancellation of contract, IONOS have now charged full price of £16 for additional services plus £5 for basic service for the final month after cancellation period.
Upon cancelling my contract, I had to notify IONOS of my "intent" to cancel, to which I had to reply to the company's request for confirmation of my "intent" to cancel, and then I was required to contact IONOS by telephone to "confirm" I actually wanted to cancel my "cancel anytime' contract.
Cancellation instruction of my IONOS package contract was given to IONOS initially on 2nd Nov 2023, but was not actioned until 1st Dec 2023, for which the original packet price with additional services was £7.49, yet IONOS have charged full price of £16 for additional services plus £5 for basic service for the final month between cancellation notice and cancellation action
Upon contacting IONOS by telephone, the initial customer service contact claimed they couldn't understand me after I uttered the word 'cancel', stating bad telephone line (it's fibre, and no one else I contact have issues), then they disconnected. I rang back, got through to another person, gave my account number and contract, then suddenly a crackling noise developed on tower the conversation. I rang back, and this time managed to give notice to cancel contract for package, to which I received all the hoops IONOS want you to jump through.
To end this review, I'll remind readers that there are many companies that push leaving customers through so many procedures that make it a daunting task just to leave their service; IONOS, on this occasion are of the worst kind, adding penzance and insult to their final invoice.
My personal opinion is that IONOS are a despicable company that I shall avoid in future; I would advise others do the same.

IONOS EMAILS DOWN | No Client Support | 08/31-09/01/2023
Because I have an attitude when answering 3 out of 4 security questions and the gentleman refuses to discuss my issues because the 4th question was my pin that the support person emailed me from IONOS and this would not come thru b/c their emails are not working and only our 1and1/IONOS emails are not working, this guy puts me on hold and gets a cup of coffee, goes to the bathroom, jokes with his colleagues how he is going to annoy me...All because his email cannot get to my email b/c IONOS systems are failing, and I now have an attitude. I called on a separate line at the same time I was on hold with this guy and who answers the same joker...says he tried to call me back, our office phones did not ring (just another lie out of him) and I am still on hold with him on my other line. This guy is the reason U.S. based companies cannot stand farmed out support to people who can say the English Words but do not understand the English Language when you string the words together. This guy acted like he knew nothing about the IONOS issues with their Email Authentication Issues, yet, on their own website, it says; (See Below) He states that I'm the only customer to call in about this and he has to create a new ticket. I asked for another person because I feel he is toying around with me, he refused to transfer the call. I asked for a supervisor, he refused. I asked for a call back, he said OK and hung up while I was trying to ask approximately when that call back would be...Great Support IONOS/1and1!
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Technical issues in our email systems
Identified - Our team is continuing to work on this issue. Our apologies for the inconvenience caused.
Sep 01,2023 - 07:07 EDT
Monitoring - We have eliminated the disruption for almost everyone affected.
Sep 01,2023 - 02:37 EDT
Investigating - Currently, there are issues in our email systems. In case of problems with your mail software, we recommend you to use the webmail on https://mail.ionos.com
Aug 31,2023 - 17:01 EDT
Monitoring - We are monitoring the situation to ensure that the issue does not reoccur.
Aug 31,2023 - 15:29 EDT
Update - We are still working on resolving this issue. More information will follow soon.
Aug 31,2023 - 14:47 EDT
Identified - Currently, there are issues in our email systems. In case of problems with your mail software, we recommend you to use the webmail on https://mail.ionos.com/. Due to the increased number of users, it may be necessary to reload the webmail during use.
Aug 31,2023 - 13:13 EDT
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