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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
05/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I keep receiving messages ** * ********* ****** through your text now service, I do NOT want these messages, stop them immediately.
Business response
19/03/2024
After reviewing the case owner's complaint, we can confirm we have put a block in place to prevent any further messages from our service from reaching the number provided. We invite the case owner to email us at ********************* with any numbers they would like to report to us so that we can review them and take any appropriate action.
Customer response
19/03/2024

Complaint: ********

I am rejecting this response because:
You allowed these ********* *** **** calls to go through in the first place, I should not had to use my valuable time, to stop them* **** ** **** **** *** *****

Sincerely,
***** *******
Initial Complaint
21/06/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased a subscription with this company, the app was deleted. 2 months later I redownloaded the app and tried to login only to find my account not active. I tried to restore my subscription, and was told by customer service to reach out to *****. ***** does not want to help. Textnow does not want to help. There is 10 Months left on the subscribe and I am being told nothing can be done.
Business response
03/07/2023
After reviewing the case owner's complaint, we can confirm that in order to be able to assist the case owner they would need be able to verify ownership of the account in question. We will be reaching out to the case owner at the contact information provided to see if that can be done by the case owner.
Customer response
03/07/2023

Complaint: ********

I am rejecting this response because: the company told me escalation would reach out and they are no help as well.

Sincerely,

***** *** ******
Business response
14/07/2023
After reviewing the case owner's rejection, we would like to confirm that we are not able to discuss any account until the verification that we request is provided. If the account cannot be verified we cannot discuss it with the case owner.
Initial Complaint
23/05/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Hi my name is ***** ***** i am your textnow user since more than 3 years i am very first time users of textnow when you guys launch basically i am from pakistan i am using textnow for my personal use of main phone number which is linked to my many bank accounts,credit cards, email addresses and many other places, i make account when there is no restriction of making account worldwide now you guys change only usa and canada but my account dont lies in it and i also subscribe to yearly package of locking of number plz give me my account back as i use last on 19th May 2023 and i did not do any type of activity which causes my account was flagged for violating our Terms of Use. plz plz i am in so much stress and tension I created account when textnow available in worldwide they change policy last quarter of previous year from last 4 years i am using services without vpn from pakistan last date of login in 19th may 2023 and if they change country to usa and canada then they must tell me before 7 months ago so i decided then but now they block my account and their customer support and all stafff are support in very badly which demotivated me from trust to any usa company from now on
Business response
26/05/2023
After reviewing the case owner's complaint, we can confirm that we have never officially offered or supported our service in Pakistan.
Initial Complaint
07/02/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I paid for one of those "Lock Your Number" services...I just went to use my number and to my surprise, my number expired WITHOUT ANY KIND OF ADVANCE NOTICE **** **** **** ******** Now I am getting a message to sign up for a new number! **** * *****
Business response
15/02/2023
After reviewing the case, we can confirm that the case owner's number was recycled for inactivity as their yearly subscription expired and was not renewed. If the case owner has question about this, we invite them to contact us for support via the live chat offered on our website.
Customer response
15/02/2023

Complaint: ********

I am rejecting this response because: This was not a response at all. I know my subscription expired. The issues is that I WAS NOT NOTIFIED THAT SUBSCRIPTION WAS EXPIRING. IF SO, I WOULD HAVE RENEWED IT. YOU JUST EXPIRED MY NUMBER. **** ** ************* *** I WAS USING THIS AS A BUSINESS LINE. NOW MY CUSTOMERS CANNOT REACH ME ON THE PHONE. * **** ***** ********* **** ******* ** *******

Sincerely,

**** **
Business response
03/03/2023
After reviewing the case owner's response, we can confirm that warnings are sent in-app as well as email in the days before a number expires to give users a chance to keep the number active.
Customer response
10/03/2023

Complaint: ********

I am rejecting this response because: That's a LIE. Why ** *** **** would I not renew a number that I was using for BUSINESS if you sent notice. * ***** *** **** ***** **** ********** ********* **** ************* ******* ****
*** ***** **** **** *** ***** ** ********* ** *** ** **** ** ****** * **** **** **** ** *** ***** ******** ********* * **** ** ***** **** ***** ********

BBB, please close this case. I have moved on to a new company already deleted the TextNow app from my phone. **** *********

Sincerely,

**** **
Initial Complaint
24/01/2023
Complaint Type:
Service or Repair Issues
Status:
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.
******* **** ** ** ****** **** *** ***** **** ****** I request to port a number from ******** to textnow, did it a few time already and it's never got initiated as I call ******** to ask if there was any port request sent. there was none. the last time I tried to port, textnow told me I cancelled the request, I never did. **** ***** *********
Business response
27/02/2023
After reviewing the case, we can confirm that we have reached out to the case owner at the contact information provided to request more information, as we would require more details in order to be able to investigate this issue.
Initial Complaint
09/01/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Someone is impersonating me on an ** ***** *. They ordered a TextNow sim chip in my name, ***** *******, had it sent to my home address **** ******** **** ******** ** ***** and are using the phone number ************
Customer response
11/01/2023
The situation is resolved.
Initial Complaint
03/01/2023
Complaint Type:
Service or Repair Issues
Status:
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.
TextNow deactivated and deleted my account with no warning, after I paid to lock in my mobile number. TextNow claims that the account was deactivated for a TOS violation, but I did not receive any prior warnings about this and I cannot think of any way that I have broken the TOS. I am shocked that TextNow would cancel the account without providing any reason or explanation, especially when I have already paid to use the service. **** *** ****** ***** ************* ** I am unable to receive verification messages on my TextNow account (the service that I paid for less than 6 months ago) and so I am now struggling to access banking services and other online accounts.
Business response
13/01/2023
After reviewing the case, we can confirm that we will be reaching out to the case owner at the contact information provided after reviewing the case owner's account.
Initial Complaint
28/11/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Created a textnow account on 11/22/22. I had been using it to text friends with absolutely no issues. I wake up on 11/26/22 and see that my account had been disabled for "terms of use violations" and all my conversations now gone/inaccessible. I created an appeal and have since heard nothing from it. I looked at the terms of services/uses and there is absolutely nothing there that was violation. I did not use a VPN to create this account nor have there been any acts of crimes used with this textnow number. I would like to be able to use this account/number and attempt to recollect some of the conversations I was having with associates before they were abruptly inaccessible.
Business response
12/12/2022
After reviewing the case, we can confirm that we have reached out to the case owner at the contact information provided with further information regarding this situation.
Business response
15/12/2022
After reviewing the case, we can confirm that we have again reached out to the case owner at the contact information provided, and have also reviewed our records to confirm that the aforementioned email was sent to the case owner as we indicated previously.
Customer response
21/12/2022

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
07/11/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My Textnow account ********** with email ************** was suspended without any notification. I completely use this phone number according to their terms. I requested Textnow to reopen my account.
Business response
15/11/2022
After reviewing the case, we have reached out to the case owner at the contact information provided with an update regarding their account.
Customer response
15/11/2022

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
26/09/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I have been a customer of TextNow for a few years. Around March of 2022, TextNow did a ****** migration. TextNow sent me a new SIM card to insert into my phone replacing the original SIM card so that my phone would have their new service. I purchased my phone from TextNow. It is a ******* ***. The ******* *** was released on May 2020. So my phone is 2 years old. When the ****** migration happened, I inserted the new SIM and followed the steps. I lost my ability to call or text unless I was connected to wifi. I contacted TextNow beginning in April. My last contact was September 23 2022. I contacted TextNow on that date after realizing they had been charging me monthly for no service. I wanted a refun for the months I was paying for data service & not getting it. They claimed my device showed that I was using data. But even if my device was pulling data, I was still not able to make calls or text off wifi. Later they decided my device was incompatible calling it obsolete (2 yr.old phone) Still wouldn't refund more than 3 months. So, I bought my phone from them & paid for a service. The company made a change that caused my phone to be incompatible while still charging me a monthly fee. Then refused to refund all the months I paid after the change while telling me I need to purchase a new phone. They sold me a phone, they charged me a monthly service fee, they made a company change causing the phone they sold me to be incompatible w/their new service, then instead of having me return my device in exchange for a working device, they instead refuse a full service refund of every month I had no service and told me "at least we championed 3 months of refund" which left me with 3 to 4 months I paid for no service, & a phone I paid several hundred dollars for that no longer works with their service that I bought FROM THEM! *********** I canceled them taking any further money from me and was left with them telling me to just run off wifi. **** **** ** ****** ** *****
Business response
05/10/2022
After reviewing the case, we can confirm that we have reached out to the case owner at the contact information provided further discuss our refund policy and provide more information regarding the compatibility of certain devices with our network.

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