Firstly I am not sure if I have selected the correct forum - so apologies if this is the wrong place it did not seem to sit with the web hosting forum which appears more technical.
An outline of what has happened and where I want to get to:-
I have various domains and e mail accounts hosted via 1and1. These are very small affairs but are nonetheless quite important to me.
I have been with 1and1 for several years and have in this time been more than pleased with their pricing and their package. However getting support and dealing with their administration has been nothing short of a nightmare.
Two recent events have cost me literally hundreds of hours of time involving phone calls and endless circular e mails.
The first event occurred when I responded to an e-mail that 1and1 sent inviting me to cancel an unwanted domain that was coming up for renewal. After following the links and making various calls to their support centre I was assured that the process had been completed and the domain cancelled.
Some weeks later whilst checking my statements I found that 1and1 had charged me a lump sum for a further 2 years worth of hosting for the domain that had been cancelled.
This prompted a bizarre set f phones calls and e mails in which 1and1 repeatedly claimed that I had requested the billing to be extended for a further 2 years. Which obviously I had not.
I have repeatedly pointed out that it was their systems that decided to generate this fictitious date and that I had at no time selected or input this renewal date. Further when I suggested that under their billing procedures it should not be possible to bill a client once a domain cancellation process had been entered into - 1and1 consistently indicated that they felt that it was perfectly normal for a client cancelling a domain to wish to be charged 2 further years of charges for an unwanted and unusable domain.
Ultimately I got my refund. But it cost me dear in time and stress with large clumps of hair frequently being pulled out.
The second problem arose when 1and1 erroneously attached my personal details to an account belonging to someone else. That person went into liquidation and 1and1 sent my details to a third party debt collection agency who subsequently contacted me.
Personally I take this somewhat seriously and am exceptionally upset and distressed by this latest event.
I have been in the most bizarre, mad as a hatter, stressful e mail and phone correspondence regarding this. To date we have exchanged 70 e mails which have gone round the same circuit several times. Obviously this has cost me an enormous amount of time and a massive amount of stress.
Obviously I have escalated these issues to the Information Commissioner and OFT and copied Nominet and Ofcom. I hope that between them they will be able to get 1and1 to at least understand that it is not ok to send my details to a third party debt collection agency in respect of a debt which has nothing to do with me and secondly to disclose to me what information has been sent and send confirmation that the erroneous records have been removed.
So now I am in a terrible situation. Obviously I would prefer to cease all dealing with 1and1. But as I have zero confidence in their systems I am afraid to start the transfer process in case they mess that up as well and I end getting double charged and or my details sent to another third party.
Therefore I would like to know:
1. Is there a statutory procedure for transferring domains that ensures that someone is policing 1and1 as the transfer occurs and that they do it correctly and do not double charge me.
2. Who is reliable and honest with a very high level of integrity within the hosting market? Obviously I can see the main players on various ranking sites. The trouble is that these do not really give any insight in to what they are like to deal with. After all most of the sites are ranking 1and1 highly and yet I would not wish them on my worst enemy. Is HostPapa any good?
3. Has anyone else been through this nightmare. If so how did it end and has there been long term damage to credit rates etc resulting from your experience.
4. 1and1 have no executive office and no route to speak with or e mail the CEO. Does anyone have any clue how to break through the layers of stupidity so that one can actually communicate with a sane rational person at 1and1. If so please let me know.
Note - Recorded delivery does not work nor does firstname.lastname@example.org nor does email@example.com nor does firstname.lastname@example.org.