Ionos Web Builder

naturalkingz_2023

Blessing all,

Hope you can help!!

In November 2022 I cancelled all my services/packages that I had with Ionos (web builder) expect my web domain which is free. I had to pay a fee to come out of the contract which I did.  I noticed last month (January2023) that they went into my account a took out some money, I contacted them on the 6th February 2023 & spoke to there customers service team, whom said that my contracted had been cancelled & I will be refunded my money.  On that same day Ionos called me back to confirm my cancellation (which I did) I received an email confirming of my cancellation & the down grad of my package (still haven't received my refund from the money taken out of account from January 2023 yet) Today 16th February 2023 I discovered that they went into my account again & took some money out, so I contacted them back again to ask why they had gone into my account. The person I spoke said he would need to put me through to the cancellation team, so then explained the situation once again & they informed me that my package had been cancelled  on there end, so they put me through to the billing department, when I spoke to the billing department the lady said that all my contracts hadn't been cancelled, but have  now been put on the system to be cancelled tomorrow, so I said I want my refund,(for the 2 payments that have come out of my account)  the lady said that I'm not entitled to a refund because my contract was for a year. I informed her that I had to pay upfront fees to come out of these contracts, so I want my money back.

How do I get my money back ??

Thank you in advance 

KeithP

"went into your account" -- what does that mean?

Do you have a Direct Debit set up that allows them to help themselves to your money?

Best get that DD cancelled forthwith.

Potbellypig

I'm a customer of Ionos and have had different products with them, some of which I've cancelled as I've not needed to use them. When you cancel, you get full details of when you cancelled in your account menu. It tells you the exact date of cancellation in there. Check that date and you should have leverage to get your money back.

I know that with Ionos if you cancel something online then they ask you to call them within 14 days to confirm the cancellation. Maybe you thought you'd cancelled but didn't call them within the 14 days.

naturalkingz_2023

Thanks for your information, I will have a look. When I spoke to them on the 6th February, they called me back within 10 min to confirm my cancellation, so should I still have called them within the 14 days & i also got conformation of my cancelation via email.

Thank you   

naturalkingz_2023

@KeithP
yea I had a DD set up when I had my packages, but I cancelled it back in November 2022 

Ectophile

If you paid by Direct Debit, then under the terms of the Direst Debit Guarantee scheme, your bank must immediately refund any unauthorised payments.  So if Ionos aren't helping, go to you bank and ask for your money back.

naturalkingz_2023

Great News, I got a full refund from Ionis, after making a complaint to them.