ComplaintsforFreephoneline.ca
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Complaint Details
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Initial Complaint
16/01/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Freephonline.ca has blocked my number twice last year once early in the year and again later I believe started in November. When they block my number the first time an email was sent with instructions telling me to use their online app to unlock my number, I made a call and was able to unblock, but they did charge my account $5 from funds I had put in for long distance dialing and told me the charge was do to my dormant account. They again blocked my number in November charged me another $5 and said that it was a dormant account I had not used. Another email was sent instructing me to use their online app to make a call to unblock my number. I tried to unblock by using their online app, didn't work. I sent a complaint a few weeks later to *******@*****.com; they suggested I needed to make changes on the settings of my SIP device. I did, when I wrote to them and asked them why my number was still blocked; they told me that I had to change the settings again and provide them with pictures and I did. They have yet to unblock my number and have again withdrawn money from the funds I put in for long distance calling telling me I have dormant account. My account is dormant because they have my number blocked. I originally had purchased freephoneline.ca about 12 years ago and paid them a fee for a lifetime use. I need this resolved can you help.Initial Complaint
15/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I signed with them for a home line and they said will port my former number from Rogers. I need the number as all my accounts are link to it and I can't access bank, and evrything else if the number is not mine They sent an email Saturday saying they can't port the number, because Rogers doesn't want to. But this is false statement as Rogers already send an invoice with the mention that the number is removed. I sent that invoice to ***** and they are insisting the number can't be ported after initially they said will do it I really need my number ********** ported.Customer response
07/02/2024
The complaint was resolved by the company, please close it, They were able to port my old phone number.
Thank you very much
BEst regards,
******Initial Complaint
06/07/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Company has not returned voicemails, emails or formally accepted my cancel request to end services. Company has continued to debit $65 per month after 2 months of being in a new residence and using a different providers and 4 requests to end services. I am also using a different provider because Fongo said they would “look into” being able to provide service to my new area code as they couldn’t see it in their system and never did: They said they’d get back to me in 24 hours and when I didn’t hear back I called. They said they were still working on it and need another day. Then nothing for a week and when I got the update it said they wanted to talk and still needed to look into it.Initial Complaint
31/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On May 9. 2023 I signed up for Fongo Home Phone from Freephoneline after the latter downgraded the quality of their phone service. Fongo and Freephoneline are the same company. When I received the invoice I noticed an incorrect, unknown address where I never lived and that's why I never gave them. I notified them the same day. I even tried to go to the incorrect address (the street is next to us) to ask the residences there to notify us if the phone adapter had been sent there by mistake. It turned out that address did not exist. Since then I have been written to Fongo almost every day asking them where the phone adapter was, where they sent it. I never got answers to my questions. Most of the time they don't react. They unreachable by phone and never call us back when we leave a voice mail. Sometimes they email us about receiving my request, merging my request with the previous one, advising me how to change address in my account and lately asking me to reboot the phone adapter which they never sent to us. As of today May 30. 2023 we still have not received the phone adapter. It is essential us to have a landline phone service ***** *** ******** *** ***** *** **** ******. We paid to the service $66.44.Customer response
23/06/2023
Fongo/Freephoneline sent the phone adapter after a long delay without any explanation or apologies..
There is still minimal contact with the company, ***** ******** ******* ** ***** ** **** but at least the service is operational now.
Many thanks for your involvement, it might have helped resolve this issue.
Initial Complaint
10/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Fongo phone company advises not to contact phone provider presently utilizing when making a number change request from one provider to another. They cannot figure out how to change my number and accusing me of giving the wrong info, and then advising me to contact my phone provider. I want a refund, when purchasing, there was no disclosure of not being able to refund. *** ********* I want my $47.34 backInitial Complaint
19/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased phone service with Fongo (Freephoneline.ca) Advised to buy a service that was not required, **** ** ***** * *** *** **** ** ****** Have been sending emails with ********** no resolution. I bought a modem and can not get the activation activated to use my phone abroad.Initial Complaint
05/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We have been customers of freephoneline.ca for many years now. Their service has worked reasonably well for us. However, since a month ago we no longer receive all inbound calls as we should. Outbound calls still work. **** *** ****** * *** ** ********* The company has no customer service email or number. They only have a pay per use support email of $50 to help customers setup their accounts and troubleshoot. However, our account is properly setup and it is not a troubleshooting issue, but the service not working properly. We would like the company to contact us and help restore our full service.Initial Complaint
23/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I am asking for a refund from the Phone Company Fongo. I had the phone service installed on September 22, 2021 for a start up cost of $89.04 and a $21.00 deposit for long distance phone calling. In less than a month I called to cancel my membership as I was not happy with the connection to my phone very fuzzy, I had to buy a USB cord. When I wanted to connect my upstairs phone it did not match with the service and I would have to go out and replace the bedroom phone which would cost more money. I did not want to invest anymore money into Fongo ************************************************************************ I tried so many times to get answers to my issues and at first they were very accommodating and then I learned that they do not have a person to person resolution Centre. It is done all on line you can never connect with a live human voice. When asked to resolve my issue concerning the refund I have never heard back from them. **************************************** I should get my money back. I called this number and they say to leave a message and someone will get back to you. They never did. XXX-XXX-XXXX Thank you Thank you
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Customer Complaints Summary
9 total complaints in the last 3 years.
3 complaints closed in the last 12 months.