Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:20/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Under the PLANS tab it states ALL features are included with all plans. Under the FEATURES tab, it states SMS is one of the features. I buy a toll free number, list it everywhere on my paperwork, and then realize that the SMS feature is not working. When I can to get this fixed, they surprise me by saying SMS is another $4.95 per month. Not only do they refuse to include SMS for the included price as advertised, they then have the gall to say I will have to pay $30 for them to release the number back in the cloud so I can switch companies and keep the same number. And to make it worse, they've been promising a ******** App since at least 2021, and there is NO APP. The features say you can make calls from the app, but the app does not exist.

  Business Response

  Date: 27/04/2023

  Good afternoon Mr. *****,
  
  Thank you for bringing your concerns to our attention. There is certainly validity in the points you have made and your feedback is helpful to us.
  
  We apologize for any confusion caused regarding the inclusion of the SMS feature in our plans. We have since removed the "all features included" statement from our website to avoid any misunderstanding and are actively working to look for any other discrepancies on our website to prevent this from happening again in the future. Should you choose to continue with our service, we can provide you with the SMS feature at a discounted rate.
  
  Regarding the ******** App, we also do apologize for any inconvenience caused by its unavailability. Though it was still somewhat in a development stage, it was previously released in both the ***** and Android stores. As it received no further development, it is no longer available in the Android App store, and likely won't be renewed with the ***** App Store as well. We are also working to remove any instances of the ******** App being mentioned on our website. We understand that our users are looking for a more established softphone, and as such, we encourage our users to use reputable free ones or can provide the **** app and license for an extra charge.
  
  We would like to clarify our policy on releasing numbers. Generally, we do not charge for the release of any number. However, there are exceptions that warrant it, such as when we have ordered a "Vanity number" on behalf of the client. In such cases, there is a one-time charge of $30, which must be paid before we release the number. This is also referenced in section 14 of our sales agreement.
  
  Again, we genuinely appreciate your feedback which has helped us to improve and would like to assure you that we take your concerns seriously. If you have any further questions or concerns, please do not hesitate to reach out to us

  Customer Answer

  Date: 27/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  1. The ******** App is still advertised on the website. As this is not supported, it should be removed.

  2. You mentioned a discounted rate for the SMS feature. As I signed up because this feature was promised to be included, "discounted" does not work for me. It won't bankrupt you to honor your promise and give it to me for free for the life of my account...it is the honorable thing to do, and you still make a profit by keeping me as a customer. Once you tell me that my account has been updated with this feature and at no additional charge, I will be satisfied.

  Sincerely,
  
  *** *****

  Business Response

  Date: 09/05/2023

  Good afternoon, Mr. *****.

  Firstly, we apologize for the delay in getting back to you. Before doing so we wanted to make our best efforts in removing all instances of the ******** App from our website. In fact, we would gladly appreciate  any assistance in identifying any remaining instances. If you come across any, please feel free to email our support team with reference to this complaint, and we will address it promptly.

  Regarding the SMS feature we can confirm that we can offer said service free of charge for the lifetime of your account. However, please note that we are required by the authoritative bodies to obtain verification information for any SMS service on a Toll Free Number. Their verification process may take up to six weeks, which unfortunately we have no control over and do understand that it is an added frustration. If you wish to register for it, we will send you the information that is required.

  We sincerely hope that we have been able to address your outstanding concerns, and again apologize for the inconveniences caused. Please do let us know if we can help with this situation, or any other regarding you services with us.

  Customer Answer

  Date: 17/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:15/02/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  they cashed check when told not to. I now have to pay NSF I am thinking on cancelling account. the check was stopped payment also: they refused to change bill date also. as I said I am paid on cir-tine day of the month.

  Business Response

  Date: 16/02/2023

  Good day Mr. ******.

  We received your request to destroy the cheque you sent yesterday morning. However, though it had not yet been posted to your account with us it had been deposited to our bank earlier the same day by our accounting department. As such we could not comply with your request to do so.

  While we understand that this situation was not what you would have liked to have happen, we are not responsible for ensuring that you have funds within your bank account to cover the cheque you sent to us. That said, we always strive to do the best we can for our clients and are willing to assist you by crediting the NSF fees that you incurred (provided they are within reason). Please email our support team at *******@********.com referencing this BBB Complaint ID, along with a screenshot of the NSF charge and we will ensure to credit you account with it.

  Please note that we do not want to see any of your personal information within you bank account, and only need the portion that shows the charge amount and description for our records.

  Customer Answer

  Date: 16/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: the stop payment has been put on also the bank wont charge me NSF cause it was stopped. so AR wont be getting check amount I also sent email transfer of 15.00  if I keep getting emails past due I am going to cancel account I asked also to change date to 11 of each month they never did a thing.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 27/02/2023

  We appreciate you informing us that the cheque we had previously added to your account has been cancelled by you and your issuing bank. As such we have corrected this within your account and you will see both the original cheque amount added, then removed via adjustment on your next invoice. 

  Regarding your request to change your billing date, unfortunately this is not possible. Currently, all clients for whom we provide service are billed monthly within the first week of the month at the same time and this is an automated process. There is no provision within our system to issue invoices and process and charges for them on different monthly dates, automatically or manually. We are sorry that this is an inconvenience for you and should this lead to a cancellation of your service with us as you have suggested we do understand. Please let us know if this is the case- though for legal reasons and appropriate record keeping you must request this cancellation via your online account with us or by phone, website chat or email request from the email address associated within your account.

   

  Customer Answer

  Date: 07/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: I sent the phone back by *** 03 06 23 and was told I owed 36.70 and rep on phone said I owe nothing since phone was returned. I tried to pay 20.00 today 03 07 23 . also MR
  ****** ******  is now involved with my cancelled account. the unit should be returned to sky way area today thanks :
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 13/03/2023

  We would like inform Mr. ****** that we have now received the phone that was sent to us as a return via ***. We are also pleased to inform that we have waived the contractual agreement and any penalties for early cancellation. Furthermore, we can confirm that the account has been closed, and there are no outstanding amounts owed.
  
  In addition, we have given directives to our CSR team and accounting to remove your account from their contact lists, and any contact initiated in error can and should be disregarded. Please know that unless you decide to contact us again, there is no need for further correspondence. We are glad to have resolved this matter, and we appreciate your business with us.

  Customer Answer

  Date: 14/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ******