"Notification of outstanding debt" /rant

On Holiday · 2 Sep 2013 at 13:42

Just had a letter come through the door re: Notification of outstanding debt. Interesting. It's for £79.49 I apparently owe to 1&1 Internet Ltd.

Here's how it happened (roughly)

22/05/2011 - I purchase an offer they had for a domain & hosting package for £40 for 2 year.

22/12/2012 - I stop using 1&1, the domain, the hosting etc and left it be, assuming it would cancel if I don't pay for the next year etc.

22/05/2013 - I receive invoice for £64.49 for 23/05/2013 to 23/05/2015

24/05/2013 - I ring up to cancel contract, they accept cancellation.

21/06/2013 - I receive a letter (invoice from 1and1), so I ring up and ask them why, when I've cancelled it, and then they tell me it's set to cancel in 2015.. So I tell them to amend that to now, because it's not been used since 22/05 etc. They cancel it as of 22/06/2013 and I assume that's it.

02/09/2013 - No more communications from 1&1 up until this point, then today I receive a letter from Arvato Ltd telling me I owe 1and1 £79.49.
I ring up 1and1 Billing and ask them why they're asking me to pay for something I haven't used and is no longer in effect, if anything I should just be paying for the 1 month between 24/05 to 21/06 where it was still active, to receive a response of "Yes you should pay, if you wish to make a complaint please email complaints @ 1and1 .co.uk"

Any suggestions as to how to deal with this?

TL;DR they're billing me for something that was active, and not used, for 1 month out of 24, as I mistakenly thought it was cancelled a couple of days after renewal, but instead it was set to cancel in 2015 at the end of the 2year period. This was then amended so it was cancelled immediately on 22/06/2013

areksnumbr1sxylady · 2 Sep 2013 at 13:49

should pay your debts, soon you will have declare bankruptcy.

antijoke · 2 Sep 2013 at 13:51

Seems to me you don't understand how hosting renewals work.

On Holiday · 2 Sep 2013 at 13:51

A previous company I used, if you didn't pay in the 7 days before renewal, it would be cancelled, simple as. I assumed it would be the same principle.

grudas · 2 Sep 2013 at 13:52

your fault

Frozennova · 2 Sep 2013 at 13:52

I've got the same £35 or so for a domain

The domain was registered in early 2012 and never actually used. Following a debt collector sending a letter to say i have a balance to pay with them.

Raumarik · 2 Sep 2013 at 13:55

Write a complaint, but don't hold out much hope it'll all have been in the terms and conditions when you signed up, which you probably didn't read as nobody does.

Also it's usually on their adverts too, which you probably missed.

Failing that pay up, start reading small print and stop making assumptions based on nothing other than laziness ?

On Holiday · 2 Sep 2013 at 13:55

They've registered the domain until 22/05/2015 so fair do's, I'll pay for that and 1 month of the 24 month the hosting was active. But definitely not the full 24 month hosting cost..

Raumarik · 2 Sep 2013 at 13:56

Frozennova said:
I've got the same £35 or so for a domain

The domain was registered in early 2012 and never actually used. Following a debt collector sending a letter to say i have a balance to pay with them.

Incorrect the domain was registered so the service was used or at least part of it.

Doonhamer · 2 Sep 2013 at 13:57

Good for you, why should you have to pay for stuff you take on. :mad:

Deleted member 77746 · 2 Sep 2013 at 13:58

YarwoodUK said:
Any suggestions as to how to deal with this?

TL;DR they're billing me for something that was active, and not used, for 1 month out of 24, as I mistakenly thought it was cancelled a couple of days after renewal, but instead it was set to cancel in 2015 at the end of the 2year period.

Phone the 1&1 complaints department and explain the situation?

On Holiday · 2 Sep 2013 at 14:01

mrbell1984 said:
Phone the 1&1 complaints department and explain the situation?

Rang their billing department as that was the only contact telephone number that seemed relevant (couldn't find a complaints number), they basically told me to send an email to their complaints address instead. :rolleyes:

Glaucus · 2 Sep 2013 at 14:03

Phone up Avarto, tell them the bill is under dispute and for them to pass it back to 1&1, this way you can at least deal with 1&1 instead of a debt agency.

Most contracts these days roll on unss you cancel them. So don't expect to get out of it, nothing wrong in trying though.

Schlong&Stable · 2 Sep 2013 at 14:03

YarwoodUK said:
Rang their billing department as that was the only contact telephone number that seemed relevant (couldn't find a complaints number), they basically told me to send an email to their complaints address instead.

That is par of course for most businesses. Complaints must be in writing.

div0 · 2 Sep 2013 at 14:11

Ignore any correspondence from Arvato Ltd for the time being - they are likely acting on behalf of 1&1 with out-dated information.

You need to contact 1&1 and find out what they think you're due.

To me it sounds like you made an initial mistake by not notifying 1&1 of your wish to cancel, prior to the end of 2 years.

Contact 1&1 again and tell them that you'd had a letter from Arvato Ltd requesting payment for £79.49. Explain to them that you recently cancelled your contract and that you'd like them to confirm whether they believe there is any outstanding payment due on your account and if so, how much for.

Once you have confirmation from 1&1, you at least then know the 'true' picture.

If you continue to get hassle from Arvato Ltd, then you can respond (in writing) informing them that the debt is in dispute, but for now I would do nothing until you have spoken to 1&1.

On Holiday · 2 Sep 2013 at 14:21

Agreed that I should've cancelled before the 2 years ended, and that was my fault.

I've contacted Arvato and told them that I am disputing the bill with 1&1 and have written a complaint to 1&1. Their response was "What was the complaint? The invoice is still active and I won't be putting the account on hold" :rolleyes:

Having a quick look on the internet, there's quite a few cases and people have responded saying the auto-renewal of domains contravenes Nominets rules etc.

pitchfork · 2 Sep 2013 at 15:04

I had a similar issue, I rang up 1&1 and told them I'm not paying it, I paid one year because I only wanted one year. They should have asked me if I wanted to renew because I'm not exactly going to keep it in my calendar.

After a bit of faffing they sort of went "Oh, fine, ok"

uniQ · 2 Sep 2013 at 15:31

First mistake was buying anything from 1&1. They have been doing this for years.

Resident · 2 Sep 2013 at 15:33

You failed to read the terms of your contract. I've previously had a contract with 1and1, there's a whole section about auto-renewal and your responsibilities to cancel prior to the renewal date should you wish to stop using 1and1. Also you receive 2 emails alerting you to the renewal date. IIRC one at 28 days and one at 14 days prior.

div0 · 2 Sep 2013 at 15:40

div0 said:
Ignore any correspondence from Arvato Ltd for the time being - they are likely acting on behalf of 1&1 with out-dated information.

You need to contact 1&1 and find out what they think you're due.

YarwoodUK said:
Agreed that I should've cancelled before the 2 years ended, and that was my fault.

I've contacted Arvato and told them that I am disputing the bill with 1&1 and have written a complaint to 1&1. Their response was "What was the complaint? The invoice is still active and I won't be putting the account on hold"

Of course that was their response.

As said, you need to speak to 1&1. Arvato won't do anything because as you've already demonstrated to them, you can't actually quote them any facts, or give them any real reason to cancel.

YarwoodUK said:
Having a quick look on the internet, there's quite a few cases and people have responded saying the auto-renewal of domains contravenes Nominets rules etc.

This is irrelevant at the moment. You're trying to solve this problem by going in heavy handed right from the start. These options are something you look into as a last resort.

As I've already said, your easiest option is to ignore Arvato and try to resolve this with 1&1 direct.

Find out from 1&1 directly what they currently think you are due, based on when they accept you did cancel the contract.

If they are now asking for an 'acceptable' amount, that you're prepared to pay, then pay it and get written confirmation that your account is closed.

If they're asking for more than you're prepared to pay (same figure as Arvato are quoting), then update the thread. At the moment you seem to just be acting on information from Arvato which is almost certainly out-dated.

You need to get 1&1 to confirm what they believe your outstanding debt is. Then people might be able to offer advice.