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 877-206-4253 . 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 877-206-4253 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 [email protected] 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:
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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:
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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!
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As expected, no reply.
Now, horror show part II.
Today 6/9/2011, 9:00am, i call the "Abuse Department" aka "Billing Department" at 877-206-4253, 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.

1and1.com hosts the website for americandreamhorses.com. The site has a listing for a Stable we used to operate that closed over 3 years ago. Our personal home phone number (a no-call list number) is listed on the site. I have repeatedly, over a long period of time, used the contact form on the site to ask that this listing with our personal information be removed, but have never received a response nor has the listing been removed. I recently contacted 1and1.com to obtain the contact for the site administrator so I could go the next level to try to make this happen. 1and1 refused to provide me with the information, and ultimately replied with this:
Dear Sir,

Please contact [email protected]. Thanks.

--
Sincerely,
Security Team
1&1 Internet, Inc.
I used to work for a Technology company that did web hosting. I'm not an expert, but believe that 1and1 must legally remove my personal information from this site or shut it down until it is done by the responsible party.
At any rate, even if they aren't legally obligated, it is clear that they have no concern for the damage being done and aren't going to do the "right" thing. Note - "[email protected]" e-mail is returned as non-deliverable.

Bottom Line - I strongly recommend that you steer clear of any relationship with 1and1.com and any sites they host. You may be risking the same situation we are in.

1and1 absolutely sucks!!! I submitted my domains for cancellation in Dec 2010...
The domains were set to expire in march 2011.. Guess what they still billed my for the domains, even though
I had submitted them for cancellation in December. I called to get this taken care of after being on the phone
for over an hour all they said was that it would take 30 days to do the credit. In the meantime my bank is charging me interest on these charges.

PLEASE DO NOT USE 1AND1... godaddy is much better

Stay away from these idiots - they won't even get your name right!

An IT employee from my company was terminated. He stole and registered our company's website domains under his own name. My company paid for the website with a company credit card. When confronted with returning the website into my company's name - the ex-employee refused.

When 1and1 was requested to turn over the website into our company name - 1and1 refused.

These people are worthless - they would rather side with a two-bit thief rather than investigate and take the appropriate action that was warranted for a medium sized business.

When asked to speak with their owner / CEO - their customer service reps. refused!

Stay away from these idiots - you have been warned!

I recently used 1and1.com to purchase around 60 domains. After 10 months I realized that 1and1.com is a scam and essentially tries to suck secretly charge customers these renewal fees. I took the appropriate steps to try and cancel. First I tried canceling online but received (and still receive) a server error. Next I called numerous time... no luck. Then I began emailing them so that it would be in writing and they still refused to delete my account from their system. After 2 months of bothering them to delete me, I finally was forced to get a new debit card to ensure they could not charge me.

Fast forward to 10 months later. I just received almost 60 letters in the mail from the collections agency stating that I owe 1and1 all of these renewal fees... a letter for each domain.

I am now disputing this, but this whole ordeal and the hassle involved with keeping track of 60 disputes is sickening, meanwhile I'm deeply worried that my credit score will be destroyed.

1and1.com needs to be investigated and shutdown for their business practices. They take advantage of their customers and bully them around with collections agencies if you don't comply.