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:12/04/2023

  Type:Billing 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.

  When I logged into my email account on mail.com this morning, I noticed that if I clicked on an unread email, there was no response. I could not open the unread emails and I could not remove the unread marking on any of the email messages that appear in my account. If there is something causing this lack of functioning, I need to be notified at once. I have used this account for more than a decade and to have it suddenly not functioning at all is very much a problem that needs to be solved as soon as possible.

  Customer Answer

  Date: 12/14/2023

  I had to search over ****** to find their Customer Support because their website gives no link that could get me through to an agent who can interact with me. I finally made contact with them and explained my situation. The agent in question looked up my account and saw there were messages stored in it that I had not retrieved. He asked me which browser I was using. I told him that I use ****** ******. He then told me to try accessing the site over a different browser. I then tried using ********* ****. That at least got me into my account and enabled me to clear out the spam and to set the stored incoming emails to Read status. I believed that I had solved the problem. However, when I tried to access the site again the next day over ********* ****, once again, I could do nothing in my account. I could not open incoming emails. I could not clear away spam. The suggestion to use another browser worked one time; since then, it has not given me any control over the account. I also am unable now to send out any email from the account, so it's as if the account is dead. I am a paid Premium customer and have been a customer of theirs for decades with no problem. What was totally reliable is now totallly dysfunctional. I pay money for this service but it's as if I'm just some beggar who is trying to use a service to which I am given no user rights. It's true that I am a disabled senior, but I am still quite functional and not suffering from dementia. I deserve far better service than I have received now for weeks. I have had to redirect many businesses to use another email address because my address with mail.com is no longer usable.

  Customer Answer

  Date: 12/15/2023

  It's been two weeks that I can do nothing with my mail.com account. I have had an account with mail.com for decades and it was always 100% reliable. For it to fail in such a grandiose way now is a terrible shock. I always used the webpage with the interface that was where I sent all my mail.com outgoing emails. However, I can no longer use that page at all. I see that there is a huge number of emails in the Inbox and often a large number in Spam as well. I cannot open any of them now. I cannot change there status to Read the way I could before. I called Customer Support one day and they told me to use another browser. I did that and it worked for that day only; after that, it was blocked to me on every browser that I have installed. They make sure that no paying Premium customer can ever access them directly with technical problems that urgently need to be resolved. I am a paid Premium customer, but mail.com is dead for me now. It is hard for me just to give up on it, but Customer Service is showing me in a left-handed manner that I'm not wanted anymore. I don't see that I am demanding anything excessive. I had a functioning account for decades and do not like having it murdered in cold blood without prior notice! Contact me at [email protected]. At least it works!
  
  Desired Resolution / Outcome
  Desired Resolution:
  Other (requires explanation)
  Other (requires explanation)
  select
  Desired Outcome:
  Give me some decent support, why don't you? I cannot believe that a veteran Premium customer like me would be trashed like this!; I'm really shattered. I am a disabled senior and I use my online services to make it possible for me to contact the outside world.

  Business Response

  Date: 12/18/2023

  Dear ***********************,
  
  We sincerely apologize for the issues that you have encountered. One of our senior Technical Support tried reaching out to you via phone so we can assist 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. We would be more than happy to rectify the issue that you are having once and for all.
  
  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: 12/20/2023

  I have spoken with an agent in Technical Support over the phone. We have spent quite a long time trying to solve the problem that prompted me to file this complaint. I will not be available tomorrow to continue, so I will speak with him again on Friday. The case is still pending, so I cannot say I accept or reject the response until the technical problem with Mail.com is totally resolved and I will once again have an email account that functions normally.

  Customer Answer

  Date: 01/17/2024

  I was a bit surprised by your email because I am now writing to you from the mail.com email account that was fully restored. I did give a response to your post to me. I can add to the file that the problem no longer exists. I'm not sure if mail,com corrected it or if I did, but now there's no problem. Sometimes things do get worked out!
   
  Respectfully submitted,
   
  ******* ****

• Initial Complaint

  Date:10/22/2023

  Type:Customer Service 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.

  I want to change the email address to which my emails sent to my mail.com email account will be forwarded. However, I tried to find where and how to do that, and I only came up blank. When I am asked to enter an email address to which my emails should be forwarded, I am asked to give a password, but does that mean the password for the account to which I am forwarding emails? I have tried that, only to get a message that I entered the wrong password. I keep all my password information on record and I am very organized for that, but could I get some instructions that can be followed or some explanation as to what has to be done? I am drawing a blank and want to make the change as soon as possible, but I didn't find a way to make the change that works. It would help if I could be told if the password requested is the password for logging into the email account that I am adding. I have tried that numerous times and nothing goes through. Obviously, there is some secret rule or policy that is not allowing me to make any changes. I am so confused that I have to get help, but mail.com's website doesn't help me at all.

  Business Response

  Date: 11/20/2023

  Dear ***********************,
  
  We sincerely apologize for the inconvenience that this issue has caused you.
  
  Upon checking our records, one of our technical experts already sent you an email asking for the email account in question and also the step by step guide on how you can set up a forwarding filter. Let us know if there is something else we can assist you with.
  
  Thanks,
  *****************************
  mail.com Premium Support
  1&1 Mail & Media, Inc.

  Customer Answer

  Date: 11/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  
  

  Customer Answer

  Date: 12/26/2023

  It's easy to take pot shots at a person whose problems have remained without any significant change. However, I will report that today, finally I started to see some efforts made that might resolve the problem that provoked more than one incident that caused me considerable difficulty and financial loss. I believe that repeated complaints has been the reason that I finally started to see some progress being made. Closing me down is a sign that the reality that I was facing was totally underestimated and not understood at all. Sometimes repeated reports of problems that go with no attempt to solve them are the only option available for a person facing difficulty; I take it as a sign that my problems were seen as undeserving of assistance and that has defintiely disillustioned me greatly. Maybe hearing that I am well beyond retirement age will give you a reason to hope that I will not be around much longer. You may get your wish.

• Initial Complaint

  Date:10/19/2023

  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 went to mail.com to set up a free email account. I used my phone number in the information form, which is a VOIP number (same one used in this form), because I don't have a landline or cell phone carrier. I have a multi-email account email client to manage all my email addresses, and when trying to add my new mail.com email address (*************@mail.com) to it, the email client wouldn't accept it. So, it has to be manually added using **** or ****. I didn't have the information to configure it, so I went to the mail.com website to get it. **** and **** requires a premium account, and I'm not paying for that, so I tried deleting my mail.com email account. When attempting to delete it, an error occurred, preventing me from doing so. It asked for my password again, and adding it again, there was an error. That happened several times. So, I logged out to log back in, but the website wanted to send a security code to my phone number to prove it was me and then I could get access my account, but I wasn't getting the code. I asked for the code several times, but never got it. I even tried using a different browser, but it still didn't work. Now, I'm locked out of my account and can't delete it. I went to the Help Center to see if there was any information, but there was nothing on how to fix this problem. I also looked all over the website for a customer service email address and there wasn't one. There is a non-toll free phone number to call them and a postal address, but no other way to contact them that won't take time or money. It seems to me that it's intentionally made difficult for people to contact them. I'm not into ********, so I'm not going to create an account there just to try and contact someone to have my account deleted. Looking at the information here at the BBB, there is also no email address in which a customer can directly contact them to expedite things, to bypass filing a complaint against them just to get my email address deleted.

  Business Response

  Date: 11/14/2023

  Dear **************************,
  
  We sincerely apologize for the inconvenience that this issue has caused you.
  
  Upon checking our records, one of our technical experts already sent you an email . Your account was already unlocked so you should be able to access it without issues. In as much as we would want to grant your deletion request, this is not something that we can do pursuant to our terms and conditions. On how to delete your account, this is provided by the email sent by our technical expert. Let us know if there is something else that we can assist you further.
  
  Once again, we sincerely apologize for the inconvenience.
  
  Thanks,
  *****************************
  mail.com Premium Support
  1&1 Mail & Media, Inc.
  

• Initial Complaint

  Date:09/18/2023

  Type:Billing 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 had a free mail account for a few years.. I recently signed up for the premium service. However I was not really utilizing it so when my card was changed I did not update it as I wanted to just go back to my free service. Fast forward; they have locked my account and refusing to open it until I pay the balance. They can clearly see the device have not been used. To lock someone's account down when you offer free services to have them pay the premium service is dishonest and I feel it uses your need for emails to twist your arm into complying.. I believe this is a ***** issue

  Business Response

  Date: 09/18/2023

  I'm an attorney for ****** ***** Corporation.  You have sent this complaint to the wrong company. We do not own or operate Mail.com.  We sold this company over a decade ago.

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

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

   

  Business Response

  Date: 10/04/2023

  Dear *****************************,
  
  We sincerely apologize for the issue that you have encountered. As per our record, one of our technical experts tried calling you to give updates regarding your concern.  Please be informed that we already cancelled your premium subscription as per your request. That means that your account now should be converted back to a free/basic account.
  
  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:09/15/2023

  Type:Product 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.

  I got locked out of my Email address: ****************** I have many accounts linked to this Email address. I used the recovery process GMX offers to get back in. I Emailed GMX Customer Support ******************** numerous times, but just get the runaround. I JUST WANT ACCESS TO MY EMAIL, IS THIS TOO MUCH TOO ASK? Can someone please help me, I am willing to pay extra. The recovery Email is ********************* ******************************, ** *** ***************

  Business Response

  Date: 09/25/2023

  Dear ***********************,
  
  We sincerely apologize for the issue that you have encountered.
  
  Upon checking on our records, one of our support managers already handled your concern couple of days ago. Your case has been  tagged as resolved and that you were already able to access your account. Let us know if there is something else that we can assist you further.
  
  Once again we apologize for any inconvenience that has been caused here.
  
  Thanks,
  *****************************
  mail.com Premium Support
  1&1 Mail & Media, ****

  Customer Answer

  Date: 09/25/2023

  The Company finally cooperated and got me back into my Email box. I am now satisfied and no longer need the BBB assistance.

  Thank You

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

  *******, **, ***

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

  Customer Answer

  Date: 09/25/2023

  [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:07/20/2023

  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 have been a mail.com customer for years and until now, I have not run into trouble with them. However, there are two folders in my email that are no longer relevant and should be deleted. Yet when I looked to find some way of reaching Support, I ran into a brick wall, as the mail.com site hides any means of making support with them. I find that more than shocking for a company whose business it is to make communications available to customers; is there some terrible secret being hidden?I tried calling the number that appears on the site for Premium Support, only to be answered by nothing more than a lot of shouting that sounded as if I had intruded on some major argument in a group of people. The number appears with a note to call with the account number, but I looked everywhere on the site and no account number appears anywhere, not even in the My Account selection. I am seeing that Customer Support, if it exists at all, is kept a jealously guarded secret so that customers will never be able to access it!I will attach a screenshot of the folders in my account. Two under Trash need to be deleted. **** refers to a relative that died in July 2021; Deposit Accounts is a folder that was created by accident. The site reveals nothing about how to remove irrelevant folders. I would certainly think that such information should be available to veteran customers, but none exists. I am also attaching a screenshot of what I saw when I tried to ask about contacting support; this is a major failing!

  Business Response

  Date: 07/28/2023

  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 folder deletion is now resolved. Let us know if this is not the case. Please feel free to inform us if you require any further information.
  
  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:07/19/2023

  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.

  Years ago I created a free email account on mail.com. I used that email address to sign up for various websites. After awhile, I stopped using it. The company deactivated my email address and then made it available for re-registration. A malicious user then registered that email address and quickly began taking over my other social media accounts that were associated with it (such as ********). I contacted mail.com, owned by 1&1 (who only offers email support). They told me they could not give me back control of the account, but assured me that they disabled the account and that it would not be available for registration again. A few months went by. Just a few days ago I saw a charge on my back account for a service I do not subscribe to (but did have a free account with, using the mail.com email). I contacted the company and they notified me the charges are in relation to the account with the mail.com email address. I checked back at mail.com by stating I "forgot my password", and sure enough, the email is still active and the recovery email listed was that of the malicious user. 1&1/mail.com did NOT disable the email as they stated and now the malicious user is finding sites where I had accounts with my financial information attached to acquire premium services at my expense. So far mail.com email support has not resolved this issue.

  Business Response

  Date: 07/21/2023

  Dear *************************,
  
  We sincerely apologize for the issue that you have encountered. As per record, one of our technical experts tried calling you over the phone in order to investigate the issue further. Upon checking on our end, the email account in concern is locked and was never reactivated and at the same time it is a free account which does not have any billing associated with it. As of this writing, your email correspondence with our technical expert is open and we are awaiting for your confirmation on the best time to call and the correct phone number to reach you so we can have the issue resolved once and for all. 
  
  Once again we apologize for any inconvenience that has been caused here and we look forward to hearing from you. 
  
  Thanks,
  *****************************
  mail.com Premium Support
  1&1 Mail & Media, Inc.

• Initial Complaint

  Date:07/04/2023

  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.

  Several years ago I opened an email account with ***.com. Frequently they would say that there was suspicious activity and I should change my password. I have done so at their request multiple times. A few days ago when I went into my account, *** said they blocked access and to give them the alternate email address I had given them when I signed up. To this second address they sent me an email saying they would look into why the account was blocked. Now they have replied that the account must remain blocked, that they are not obliged to explain why, but something happened that contravened their Terms. And even if I was innocent, they would not change their minds. Since in the main I literally use this email account to communicate with my church and parishioners, I am aghast that they could find something improper in my account. I have a number of things saved in folders on this account and would like them returned.

  Business Response

  Date: 07/06/2023

  ****************************,
  
  We sincerely apologize for the issue that you have encountered. As per record, there is already an existing ticket in relation to your locked account. One of our representatives already sent you an email that your account should now be unlocked along with comprehensive instructions about account security steps in order to avoid being blocked by our system in the future. Please confirm if you are now able to access your account. 
  
  Let us know otherwise and if there are other issues that we can assist you further. Once again we apologize for any inconvenience that has been caused here.
  
  Thanks,
  *****************************
  mail.com Premium Support
  1&1 Mail & Media, Inc.
  
  

  Customer Answer

  Date: 07/06/2023

  I was astonished to see another email from gmx.com this morning at my alternate email address, saying that they have unlocked my account.

  Too late. I already have wasted hours creating another email address (definitely NOT ***), trying to recall people in my Contacts list, etc etc etc, so as to notify them that *** burned me, and they need to delete my *** address from their Contacts list. Which means not only have I wasted much time trying to continue emails, but people I have contacted, and will need to contact still, will have wasted or be wasting their time correcting their address books.

  While I am glad that for the moment I have access to old folders and contacts, I no longer trust *** to behave properly. The worst part was reading that *** allows me no recourse, no explanation of what went wrong. Innocent till Proven Guilty?? Not even on the level of Guilty till Proven Innocent--not on any level but dictatorship. 

  If I weren't such a stubborn SOB, I would never have gotten a response from *** without taking the time to go through the BBB. (Kudos, BBB!!!!!!!! Seriously, you all do good work!! Many thanks, BBB!)

   complaint ID ********
  
  *******************

• Initial Complaint

  Date:05/09/2023

  Type:Billing 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 want to upgrade to premium services, but my account is locked. Called customer service and was told to make another email account, they could do nothing. They said I had outstanding invoices, but I can see they've billed me the past 3 years. I can't see any outstanding invoice and customer service couldn't tell me anything. I'd like my email address unlocked.

  Business Response

  Date: 05/22/2023

  Dear *************************,
  
  We sincerely apologize for the issue that you have encountered. As per record, one of our representatives already reached out to you and the issue with regard to upgrading your account is now resolved. Let us know otherwise and if there are other issues that we can assist you further.
  
  Thanks,
  *****************************
  mail.com Premium Support
  1&1 Mail & Media, Inc.
  

• Initial Complaint

  Date:05/03/2023

  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 call mail.com as a premium member. I wanted to find out how to remove a Code protector app from my phone. The customer service rep stated he was a supervisor and the way to remove it was to remove the app from phone. I did and the code still came up. His only suggestion was to send this info to an email that different from online email. I contacted the Police, and I was using the library which stated that they can't give their IP address. They stated that they are trying to hack my account. 1&1 Mail & Media Inc. 100 North 18th Street Suite 400 Philadelphia, PA 19103. This is the address they gave me, and this is the personal info they asked me for. Registration Name: Registration Date: Phone number set as a recovery option: Alternative email address set as a recovery option: Physical Address: IP Address: Date of Birth: Copy of Valid ID: Customer folders created by the customer: Alias Addresses: Last Successful Login: We need such information for security purposes. Rest assured that the information above will be used for security purposes only. Your cooperation on this matter is greatly appreciated. Should you have any further questions, please do not hesitate to contact me. Sincerely Your mail.com Premium Support Our phone support is available exclusively to Premium customers. Please have your customer number ready when calling: For US Premium customers: + 1-855-269-2217 (free of charge within the US). Daily from 10 AM until 7 PM EST. For Premium customers from other countries: + 1-610-560-1452 (fees depend on your country and the conditions of your provider). Daily from 10 AM until 7 PM EST.

  Business Response

  Date: 05/17/2023

  Dear *************************,
  
  We sincerely apologize for the issue that you have encountered. One of our representatives contacted you over the phone because we need to verify some information before we can proceed with the resolution of your concern. As the call was unanswered, we also sent you an email and we are waiting for a response from your end. Please let us know when is the best time to call you and if your phone number on file is updated.
  
  Thanks,
  *****************************
  mail.com Premium Support
  1&1 Mail & Media, Inc.