1and1.com — abuse department is actually the billing department
Here is the situation,
Yesterday someone exploit a vulnerability on my website were he/she was able to upload one malicious file. All this nightmare start happening around 6:00am, by 6:30am the attacker start sending thousands of email through 1and1 gateway mail. By 4:30 the account linked to the compromised website was locked by 1and1 abuse department. I notice the issue by 6:30 and I call they technical support. While on the phone, I got only apologize, and sorry - we don't have access to remove the restriction, only the abuse department has. Ok, fine, transfer me over to your abuse department, I said - well, unfortunately the abuse department is closed till tomorrow, since they have a 9:00am to 5:00pm schedule. So, now at 6:30pm I found out that I can't do nothing till next day - how messed up is that - 16 hours and 30 minutes till the department opens. So, I asked, is the a way to contact them directly? Yes, I got as an answer, and I got the [protected]. After I hang up with the tech department I called that number to find out that actually that number is they billing department. I called back the 1and1 tech department, and tell them that I got the [protected] as the phone number for abuse department from them, and I expected to hear a generic message from the abuse department, but they ensured me that the abuse department use same number. Ok, so now, I got mad that I have to wait 16:30 hours. Meanwhile I send an email to [protected]@1and1.com to let them know that in such a case like this I wasn't notified over the phone, were seamed to be a such an emergency going on with my web space.
Here is the replay from them:
We understand you’ve been upset with the functionality of our anti-spam security systems mistargetting you. This is something that I can only apologize for. This is an aspect of our service that we're always trying to improve. This is why your feedback is so important to us. We can now look through and see where and if we made mistakes. Then, we can look into making sure that this doesn't happen again. Again, we can only apologize for this frustration that you've suffered. We will continue to work on this to serve you better.
I can see that there is a ticket with our abuse team regarding this. There are abuse agents available 24 hours a day, so they will be able to address your issue faster than you have assumed. We hope that you do not leave 1and1, and are willing to do what we can to assist you here.
Our sincerest apologies again and thank you for using 1and1.
If you have any further questions please do not hesitate to contact us. "
Again, another department another misleading information and full of lies,
Notice were was mentioned quote "there are abuse agents available 24 hours a day, so they will be able to address your issue faster than you have assumed. " this pissed me off way beyond my expectation.
Here is my replay to that message at 10:31pm:
Thank you for replaying with same incompetence from department to department. You guys are all the same there, working for 1and1, untrained properly and giving misleading information.
How can you lie (1and1 employee) that there are abuse agents working 24/7 when the abuse department works 9am to 5pm? Oh, i'm sorry maybe that's how you got trained to say.In reality, you should know that that department is closed after 5pm - forget weekends.
Please cut the crap, and make it happen to have my websites up an running asap. Nobody from any of your departments had the courtesy to call me if there was a such an emergency. I know in reality is just generic one-man-judgment hidden from umbrella of "the abuse department" - yeah right - like that will gonna fly.
And by the way, I didn't assumed that the abuse department is closed after 5pm - your tech department told me that on the phone - so you can know how well you guys communicate there.
As much as 1and1 got big from 1988, can go down as well by continuing this type of crappy relation with they customers.
Have a boring day!
As expected, no reply.
Now, horror show part ii.
Today 6/9/2011, 9:00am, I call the "abuse department" aka "billing department" at [protected], someone answers, and I ask nicely to be transferred to they abuse department since this is not a billing issue that i'm having, and here is how this conversation went:
Me: after 10 minutes of waiting to be transferred to they abuse department, I ask the person on the phone what takes so long to be transferred?
1and1 employee's answer: we are looking into your account with the abuse agent
Me: I didn't ask you to look into my problems, since never even mention what problem I have to you, I asked you to put me in contact with your abuse department, I have nothing to do with you
1and1 employee's answer: sir, we are looking into your account with someone from abuse department
Me: look, I wanna speak with someone from that department, what's so hard to be transferred over?
1and1 employee's answer: the abuse department can't accept your call yet, but we are looking into "this" (Which I never mention to this guy ever the reason of my phone call) right now with someone from abuse department, please be wait...
—another 10 minutes pass by (20 minutes total by now on the phone) —
Me: what type of support is this if you can't transfer me over to the other department ?
1and1 employee's answer: sir, your account has been unlocked and as of right now you can access your websites.
Me: aham, so basically your billing department is also the abuse department also? How messed up is that to have to wait 16 hours and 30 minutes for your department to be operational, simply because someone did a stupid mistake yesterday locking my account at 4:30pm 30 minutes before you guys went home...
1and1 employee's answer: sir... Interrupted by the supervisor
1and1 employee's supervisor: he never said his name, but before he hang up in my face he said - i'm the supervisor here, and you (Me) are harassing my representative - and bang he hang up.
Now, lent me tell you mister whatever your name is, shame on you to say something like this to a customer with more then 6 years of relation.
So, people you be the judge.
As per the hacker, that find himself, herself conformable playing through my websites - what was taking care of officially.