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Business Profile

Email Service Providers

1&1 Mail & Media, Incorporated

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Email Service Providers.

Complaints

Customer Complaints Summary

  • 39 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 blocked my access to an important email account without explanation or opportunity to retrieve saved messages. In essence, they are stealing my email.

    Business Response

    Date: 07/25/2024

    Dear *********************,

    We sincerely apologize for the issues that you have encountered. Our records indicate that one of our representatives already reached out to you and your account is already unlocked. As part of our security measure and validation our system locked your account because there was lacking information when you registered your account with us. We are glad to inform you that this has now been rectified. 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:05/23/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Someone created a fake email address for me and is trying to access my financial accounts with this email address. Account has been requested to be closed. Unable to make voice contact with company for resolution.

    Business Response

    Date: 06/05/2024

    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:05/14/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 contacted this company multiple times trying to get them to delete my personal information but all they do is keep running me in circles and sending me back to the page that tells you how to do it yourself which I've already tried and now they have just stopped getting back to me all together. I simply just want them to delete my personal information. And what's kind of fishy is everything else works appropriately except when you want to get to your personal information or delete your account then all of a sudden there's always an oops error window that pops up.

    Business Response

    Date: 05/20/2024

    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, ****

  • Initial Complaint

    Date:05/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 need immediate help. My account ******************** was hacked. I can't reset password due to hacker changed all reset info including phone number and email. I had this account for over 10 years. I emailed customer support, no response. Pls help my get account back.

    Business Response

    Date: 05/20/2024

    Dear *********************,

    We sincerely apologize for the issues that you have encountered. Our records indicate that one of our representatives already reached out to you and your case is already marked as resolved . 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:05/08/2024

    Type:Order Issues
    Status:
    Answered
    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 purchased a full-year domain hosting service from One and One. Recently, I decided to switch my hosting to Wix, including transferring my email services. After transitioning to Wix, I found myself unable to access site verification processes essential for my operations on ******* as my login to the One and One account was unexpectedly canceled.Upon contacting One and One for assistance, a representative informed me that to regain access to my domain which I had already paid for I would need to initiate a new contract and pre-pay for another full year. This requirement was neither communicated at the time of my original purchase nor indicated in any agreement I entered into with One and One. The representatives insistence on this point leads me to believe that my domain is being unfairly withheld, which has impeded my ability to conduct business.

    Business Response

    Date: 05/20/2024

    Dear ***********************,

    We sincerely apologize for the issues that you have encountered. Your case was forwarded to the correct business/department. By now, you should have been contacted already by our senior representatives.

    Once more, we apologize for any inconvenience that has been caused here.

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

  • Initial Complaint

    Date:04/26/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 went to close my free email account and keep getting a error page. "Ooops, something went wrong! There has been an error, please try again later."And when I try to contact them there is no way to contact them. I tried chat which is nothing but automatic and keeps showing me howto delete my account and I get the error above when I hit delete! and any "contact" info is just help pages with faqs

    Business Response

    Date: 05/20/2024

    Dear *****************,

    We sincerely apologize for the issues that you have encountered. One of our senior Technical Support created a ticket and contacted you via email so we can assist you further. Let us know if you were able to receive the email or feel free to give us your contact information and the best time to contact you. We would be more than happy to assist you with your request.

    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:04/06/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    For years, I have used Mail.com as a service provider for email. It was one of the first email accounts I established in the 1990s. My first was with *** but this was the second. I am a journalist and Mail.com had an @journalist.com ending. I created my account and used it for decades. Now, it is gone. There was no warning, no login notice, message, etc. It simply vanished. Now, when people send me email, it bounces. The system won't let me restore the email or get a new password and no one at mail.com customer service is helpful, at least that is my opinion of the situation. Imagine having an email that use have used basically forever in Internet terms and all of a sudden it's gone and the company is uncaring, unwilling or unable to give you answers or resolve the problem. That's what happened here.

    Business Response

    Date: 04/22/2024

    Dear ***********************,

    We sincerely apologize for the issues that you have encountered. Our records indicate that one of our senior representatives already reached out to you explaining what happened to your account. 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:03/04/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 tried to login to my email through mail.com on Thursday, Feb. 28, 2024 and was unable to login. I contacted the company through a pop up message at the login. I was informed that my account was being locked over a security issue. I am including the emails that have gone back and forth from me and the representative. I am still unable to login to my account and unable to conduct my personal and business obligations.

    Customer Answer

    Date: 03/05/2024

    Thanks for your help, the issue was resolved shortly after you sent my complaint to the company.  I am grateful for your quick response. 

    Business Response

    Date: 03/06/2024

    Dear ***************************,

    I sincerely apologize for the inconvenience that you have experienced.  

    Our records indicate that your account has already been unlocked. A ticket has been opened and is now closed because it is already resolved. An email correspondence was also sent by one of our Technical Experts. Let us know if there is something 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: 03/06/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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. 

    Regards,

    ***********************

  • Initial Complaint

    Date:01/17/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    ---no secure server complaint caused me to lose my email address that I use for medical purposes---Several months ago, their server was hacked. I received an email alerting me of such. When I would change my password, the hacker immediately knew my new password. That let me know that the hacker had immediate access to their server. Their security severely lacked, causing my account to be hacked. I tried 2 factor authorization with my cell phone over 10 times with no luck. Because of their lack of security and failed 2 factor system, I had no choice but to delete my account. A few days later after deleting my email address, I successfully secured my main account with them. Come to find out, the email address that I tried to get back cannot be used again for 5 years. I need that email since it contains my medical logins. I thought that I could delete the email address then get it back after a few weeks or so. This hack was not from my end. Everything on my end is safe and secure. No one even knows about the email ******@email.com other than medical companies. Someone hacked their server in order to know about my email, ******@email.com.

    Business Response

    Date: 01/18/2024

    Dear  ************************************,

    We sincerely apologize for the issues that you have encountered. One of our senior Technical Support tried reaching out to you yesterday via phone so we can assist you further with your case. We did not get an answer from your end. Can you let us know when is the best time to call you? Please also confirm the telephone number for us to reach you successfully. We also sent an email.

    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: 01/23/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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 appreciate your time and assistance in helping me to restore my email address.  I appreciate you doing this as a one-time courtesy.  The support technician regularly called me to provide updates.  He went above and beyond to ensure that my email was restore.  He made sure that all of my questions and concerns were answered before disconnecting each phone call.  He was patient, kind, and understanding.  He ensured that mail.com support is there for me if I ever have any further issues.  A+++ on his customer service!!  

    Regards,

    ************************************

  • Initial Complaint

    Date:01/15/2024

    Type:Customer Service Issues
    Status:
    Answered
    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’ve had the same mail.com address for years! Then, all of a sudden out of the blue, they locked me out, which made me get lock out of all of my accounts!!! I’ve been trying to get a hold of them for a week and a half no response nothing! They’ve ruined so much for me now I am so upset. It’s ridiculous!

    Business Response

    Date: 01/22/2024

    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 the locked email account is now resolved. Upon further investigation, what happened was that the response from our representatives went into your Junk mail instead of your Inbox. We have since resent the needed email verification and have confirmed that you can now access your account. 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.

1&1 Mail & Media, Incorporated is NOT a BBB Accredited Business.

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