Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  mail.com has made it so no-one can delete their accounts.customer service is non existent to help me resolve this issue. on various computer web browsers and both phone iOS and android apps there is a delete account toggle that leads to a "Oops something went wrong and to try again later". this has been going on for years. I feel like this is in violation of many laws, with many different POVs to argue with. please delete my account. and fix your site as I am not the only person experiencing this.

  Business Response

  Date: 06/05/2025

  Dear Cor Bow,
  
  Thank you for reaching out to us and sharing your experience. We sincerely apologize for the inconvenience youve encountered while trying to delete your mail.com account. We understand how frustrating this situation must be, especially when the issue persists across multiple platforms and attempts.
  
  Please be assured that your concern has been taken seriously. We have already escalated your case to our senior support managers for immediate review and action. They are currently working to address the issue with the account deletion process and to assist you directly with your request.
  
  We appreciate your patience while our team investigates and resolves this matter. You will receive a follow-up update from us as soon as we have more information or confirmation of the account deletion.
  
  Should you have any further concerns in the meantime, please dont hesitate to let us know.
  
  Thank you for your understanding.
  
  Warm regards,
  ***** *********
  mail.com Premium Support
  1&1 Mail & Media, Inc.
  
  

  Customer Answer

  Date: 06/06/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23404600
  
  I am rejecting this response because: no one has reached out to me and my account is still standing. 
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 06/08/2025

  This company states they will work with me directly to address the issue. They have never contacted me in any form. Their response is a fake face to look better. 

  Customer Answer

  Date: 06/11/2025

  They finally message me saying that they dont actually have the ability to delete accounts even though they have a broken delete account option in the settings. 
  
  Someone should look into which laws this violate. 

  Business Response

  Date: 06/12/2025

  Dear ********************* hope this message finds you well.
  
  Were reaching out in response to your recent complaint regarding your request to delete your account. We sincerely apologize if you felt that we had not previously contacted you please know that we take your concerns seriously and are committed to resolving this matter directly with you.
  
  At present, while our system does not support the immediate and complete deletion of accounts, we can proceed with blocking your account on our end. This means your access will be restricted, and the account will be flagged for removal once deletion is technically possible. However, the exact timeline for full deletion is currently uncertain.
  
  If you would still like to proceed with blocking your account, please reply to the email sent by our senior support to help us verify your identity and protect your privacy.
  
  We apologize for any inconvenience and appreciate your patience and understanding. Should you have any additional questions or need further assistance, please dont hesitate to reach out.
  
  Warm regards,
  ***** *********
  mail.com Premium Support
  1&1 Mail & Media*****.

• Initial Complaint

  Date:05/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a GMX mail user for over 15 years, yet I got locked out of my GMX email, as my 2FA was able to be bypassed somehow. All of my recovery info was changed after the account was compromised, even though I had everything fully secure according to their protocols in the settings. I have the ability to prove who I am and I am more than willing to pay for premium account or whatever else, to be able to re-gain access to my account. I have incredibly sensitive data in my email account and many other website accounts are linked to this email address with no way to recover it. I am flabbergasted that 2FA security protocol failed completely and ended up locking me out of my own account. Support was unhelpful, sending general suggestions of methods that I cannot actually use to recover the account. They could easily take a look at logs and see that the account info was changed from a random unknown device that had never logged in before. The email I seriously need to recover is **************** I am willing to provide whatever necessary documents that can be cross-referenced with prior account info as well as personally identifying info contained within actual emails of the email account to be able to recover this account. My contact email is now [email protected], and my contact phone number (that was on the account) is still and always will be ************.

  Business Response

  Date: 06/05/2025

  Dear ********* ******,
  
  Thank you for contacting us and for your continued loyalty as a GMX user over the past 15 years. We sincerely regret the distress and inconvenience this situation has caused you, especially given the sensitive nature of your email content and the importance of your account.
  
  Weve reviewed your case, and we understand your concern regarding the unauthorized access and the changes made to your recovery information. Based on our system logs, were pleased to confirm that access to your account ***************** was successfully restored as of June 4, 2025, and logins have since been detected from recognized devices.
  
  We understand that security and peace of mind are critical, particularly when it involves personal data. To help safeguard your account moving forward, we strongly recommend the following steps:
  
      Immediately update your password to a strong, unique combination if you havent done so already.
  
      Enable two-factor authentication (2FA) again, and consider using an authentication app for added security.
  
      Review your recovery options (email and phone number) to ensure only trusted details are on file.
  
      Check recent activity within your account for any unauthorized changes or access and report anything suspicious.
  
  Were truly sorry for any prior miscommunication or lack of clarity during your support interactions. Your feedback is important and will be used to improve our processes. If you continue to experience any issues or need further assistance securing your account, please dont hesitate to reach out.
  
  Thank you again for your patience and cooperation.
  
  Warm regards,
  ***** *********
  mail.com Premium Support
  1&1 Mail & Media, Inc.
  
  

• Initial Complaint

  Date:03/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mail.com (A service provided by 1&1 Mail & Media, Incorporated) offers email addresses in exchange for showing ads and articles.The issue has arisen as a result of very poor customer support and lack of transparency in customer service resolutions. Upon attempting to log in to my mail.com account on or around ***********, I was informed the account had been blocked. There has been no explanation of the block and any attempt to contact customer service for resolution is met with automated responses with little no details.Customers have zero recourse in this resolution as any phone support is reserved solely for premium customers. Any customer with a basic account has no real method of contact support. I have been trying in vain to regain access to my account for the past two weeks and have made very little headway.The importance of this account is that it is used for 2FA for other services that I pay money for, but no longer have access to, because authentication emails come to the mail.com account in question. I am actively losing money because I placed my trust in this "free" service. Mail.com is not to be trusted until they can repair their abysmal customer service policies.

  Business Response

  Date: 04/07/2025

  Dear ******** *****,
  
  We sincerely apologize for the issues that you have encountered. Upon checking your account, the email address in concern is now unlocked. Let us know if there is something else that we can assist you with.
  
  Once more, we apologize for any inconvenience that has been caused here.
  
  
  Thanks,
  ***** *********
  mail.com Premium Support
  1&1 Mail & Media, Inc.
  

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for an email account with this business. I was able to log in to email. I used email to signup with another business in an irreversible fashion. My mail.com account was blocked for irregular activity although I had never sent an email and only received one. Despite numerous efforts to reach out to their customer service, I received only generic denial letters from their email. they would not unblock my email nor provide me a valid reason for stopping my legitimate use of their email service. I am now suffering significant financial consequence of not being able to use my email. I am only wanting to be able to use that email service.

  Business Response

  Date: 03/19/2025

  Dear **** ********,
  
  We sincerely apologize for the issues that you have encountered. We have escalated your case to one of our senior support managers, and per record, your account is now unlocked. Let us know if there is something else that we can assist you with.
  
  Once more, we apologize for any inconvenience that has been caused here.
  
  Thanks,
  ***** *********
  mail.com Premium Support
  1&1 Mail & Media, ****

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Earlier this week, I started receiving this message Dear mail.com member, our system has detected irregular activity related to your account. As a precautionary measure, we have blocked your ********** regain access, please contact our Customer **********, I completed the form here *************************************************'s many days later, and I'm not noticing anything different. I use my account just to keep in touch with a friend and nothing else. There's no nefarious activity as they can see from the emails sent and received.

  Business Response

  Date: 02/12/2025

  Dear Its Em,
  
  We sincerely apologize for the issues that you have encountered. We have escalated your case to one of our senior support managers, and we are glad to inform you that your account is now unlocked. Let us know if there is something else that we can assist you with.
  
  Once more, we apologize for any inconvenience that has been caused here.
  
  Thanks,
  ***** *********
  mail.com Premium Support
  1&1 Mail & Media, Inc.
  

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My heath ********** **********, conducts a **************************** (CAC), quarterly via Zoom. As a member of **********, I was invited to participate in these ***'s. The first one I attended was on 12/5/24. As a thank you for your participation, ********** offers participants a $100 gift card. I have personally been dealing with privacy issues, harassment and stalking. I have also recently had trouble with another gift card I received as payment for my participation in a medical study. Because of this, I chose to open a new email address to receive my gift card from Heath *** at. I ended up opening a free account at ****************** on, I believe, 1/24/25. A day later I changed the password. Just yesterday, 1/26/25, I attempted to sign in to my new account and found that I was locked out. I tried the old password, the new password, and every possible variation. Nothing. So, I attempted to use their password retrieval tool, which was supposed to send a confirmation link to a cell phone number I provided. Instead of sending that cell number a link, I was forwarded to a contact page that was requesting more information which was irrelevant to my problem (IE a linked email, I don't remember providing them during my account setup). I never received anything from them, anywhere. Conveniently, they only offer phone support for premium accounts, so I have no other recovery options. On top of the privacy issues, harassment and stalking, I am now being stolen from. All I want is for someone from mail.com to contact me so that I can regain access to my account, check it and then close it. I appreciate any help you can provide, as I have been mostly ignored every time I have sought help for any of these issues. Thank you!

  Business Response

  Date: 02/18/2025

  Dear ******** ********,
  
  We sincerely apologize for the issues that you have encountered. We have escalated your case to one of our senior support managers, and per record, our team already sent to your email address the password recovery link. Let us know if your issue is now resolved and if there is something else that we can assist you with.
  
  Once more, we apologize for any inconvenience that has been caused here.
  
  Thanks,
  ***** *********
  mail.com Premium Support
  1&1 Mail & Media, Inc.
  

• Initial Complaint

  Date:01/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *************** is blocking all ******* email addresses from registering for its ************** *********************************************************************** for alleged "security reasons." Is there a a way somebody from 1&1 Media can connect with *************** to lift this block of an entire email provider?

  Business Response

  Date: 01/14/2025

  Dear ******* ********,
  
  We sincerely apologize for the issue that you have encountered. As per our record, a ticket was already created and one of our technical experts already reached out to you for correspondence. Let us know if this is not the case. Please feel free to let us know if you require any further assistance.
  
  Once again we apologize for any inconvenience that has been caused here.
  
  Thanks,
  ***** *********
  mail.com Premium Support
  1&1 Mail & Media, Inc.
  

• Initial Complaint

  Date:12/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I like this account to be closed due to account was hack. I follow instrctions to close the account. Having issues and contacted customer support to assist. No help with doing it.

  Business Response

  Date: 01/14/2025

  Dear ***** ********,
  
  We sincerely apologize for the issue that you have encountered. As per our record, one of our technical experts already reached out to you and the issue pertaining to your account is now resolved. Let us know if this is not the case. Please feel free to let us know if you require any further assistance.
  
  Once again we apologize for any inconvenience that has been caused here.
  
  Thanks,
  ***** *********
  mail.com Premium Support
  1&1 Mail & Media, ****

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Outgoing emails from my account are being rejected. Mail.com support has promised to fix the problem but has failed to do so and hasn't even followed up as promised.

  Business Response

  Date: 11/04/2024

  Dear ****** *******,
  
  We sincerely apologize for the issues that you have encountered. Our records indicate that your case has been escalated to one of our senior support managers and a ticket was already created. An email update was sent to you and we are now waiting for your response. Let us know how else we can assist you with.
  
  Once more, we apologize for any inconvenience that has been caused here.
  
  Thanks,
  ***** *********
  mail.com Premium Support
  1&1 Mail & Media, ****

  Customer Answer

  Date: 11/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22405109
  
  I am rejecting this response because:
  

  I have replied to each and every email I received from support including the most recent one to which I have not received a response despite reaching out to the representative multiple times.  

  The problem has not been resolved and it would appear that support has decided to simply stop responding rather that work to get it fixed.

  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 11/13/2024

  Dear ****** *******,
  
  I'm sorry to hear that. We have revisited your case and one of our senior support managers contacted you yesterday to further investigate the issues that you have encountered. We have documented the concerns raised and will get back to you for updates.

  Again, we sincerely apologize for the inconvenience that this issue may have caused.

  
  Thanks,
  ***** *********
  mail.com Premium Support
  1&1 Mail & Media, Inc.
  

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 2, I wrote to the customer support team that I was unable to log in to my email on my computer because I had forgotten my password and didnt have a secret key saved for 2FA. I had been using the Authenticator app that provided coded previously. I could still log on via my cell phone at this time. They advised that because I didnt have the secret key I could not access the account. On August 14, I was no longer able to access my email via my cell phone, and again reached out to see how we could disable the 2FA as I am preparing for an upcoming business trip and all the emails are going to that inbox, my children are starting school and all of the information is there, and I am awaiting more information on a health condition- along with all of my documents that Ive kept since 2014 in my folders. They asked for a copy of my ID, my name, birthdate, any IP addresses I use regularly with the account, subfolder I had created, phone number, associated backup emails- and I provided all of it- only to be told if you have your secret key you should be able to reactivate your account. I have now provided them with personal information, and truly need access to my account that I have loyally used for over 10 years. This is unacceptable service and harmful to the wellbeing of their clients.

  Business Response

  Date: 08/27/2024

  Dear ***********************,
  
  We sincerely apologize for the issues that you have encountered. Our records indicate that your case has been escalated to one of our senior support managers and a ticket was already created. An email update was sent to you and we are now waiting for your response. Let us know how else we can assist you with.
  
  Once more, we apologize for any inconvenience that has been caused here.
  
  Thanks,
  *****************************
  mail.com Premium Support
  1&1 Mail & Media, Inc.
  

  Customer Answer

  Date: 08/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I have received access to my email account and all of my personal documents.
  
  Regards,
  
  ***********************