ComplaintsforTextNow
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Complaint Details
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Initial Complaint
04/03/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ORDERED A SIM CARD AND IT HAS YET TO ARRIVE. I SPENT 2 WHOLE DAYS WAITING FOR SOMEONE TO ANSWER ME IN A CHAT SUPPORT ON THEIR SITE. I CALLED X-XXX-XXX-XXXX TO REQUEST A REFUND AFTER NOT GETTING MY SIM CARD. I AM UNABLE TO GET IN TOUCH WITH ANYBODY AT THIS COMPANY AND ALL I WANT IS MY MONEY BACK FOR THE SIM CARD I NEVER GOT PLEASE AND THANK YOU.Business response
21/03/2022
Business Response /* (1000, 5, 2022/03/18) */ After investigating the case it appears that we have in fact been in contact with the case owner and provded a refund for the SIM that had not arrivedon March 4th The investigation also shows that the case owner did purchase another SIM on the same day. Consumer Response /* (2000, 7, 2022/03/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) they finally refunded my money. thanks so much and have a great day!Initial Complaint
02/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
TextNow charges for a premium phone line account. It promises no ads and a secured line. I paid for this tier. I was just recently away for a vacation, and when I came back into the United States I was blindsided by a notification that my phone line account was terminated for violating "terms of use". There was no clear description of what I had violated. When I tried to speak to customer service they could not give me a detailed explanation. There was no warning or clear exhibit of proof of violation. I paid for this service and money is being lost not being able to use the phone number I paid to use for personal and business purposes.**************************. I have read multiple complaints on ***** Apps reviews and a lot of people have complained about the same issue. I believe I am not the first person to experience this unfair act of cancellation. I know that some of my business transactions are now lost. Textnow, is swift to remove accounts, but not swift to treat their customers fairly.Business response
25/02/2022
Business Response /* (1000, 5, 2022/02/08) */ We have reached out to the case owner as more informnation is required in order to resolve the issue Consumer Response /* (3000, 7, 2022/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted them, and they have not provided my desired resolution. I have given all the necessary information. I am still awaiting a resolution.Initial Complaint
19/01/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
November 1, 2021 I ordered a phone for astound $250. It was suppose to be delivered Wednesday November 10th. I have called them numerous times in order to come to a resolution and I am being told that it was delivered that Saturday November 13th. Textnow never sent me a notification that the phone was being sent and they are unable to even able to provide a tracking number. as of today no resolution or refund has been provided. when talking to them they just keep saying some special department is supposed to review... it doesnt take 3 months to review your mistake.Business response
07/03/2022
Business Response /* (1000, 7, 2022/02/22) */ After investigating this case it appears that a *** investigation for the missing unit took longer than expected. We are in the process of contacting the case owner to offer a device at no charge or a full refund.Initial Complaint
03/01/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I bought a sim card to switch carriers. I received the sim card but I am unable to activate it. I am getting a message that the sim is not recognized. I went through the process of making sure that my existing phone is/was compatible before I bought it. I paid for a monthly plan to remove ads and use data away from Wi-fi. I have been trying to reach a live person for 2 days. There are no phone numbers, no live chat, no email address. I ended up canceling my subscription because of the difficulty in using the service. I have done everything in my power to rectify the situation as a result, I am out the cost of the card and the data charge. And I have no phone service now. I would like to be reimbursed the money I spent in good faith.Business response
17/01/2022
Business Response /* (1000, 5, 2022/01/04) */ Hi ******, I am sorry to hear that your phone wasn't reading the SIM. The phone should have been compatible to be able to get the SIM in the first place, but it does depend on the phone's history to some extent. We have found your account and issued refunds for the charges you mentioned, which should be back to your account as soon as your financial institution processes the return. You can refer to them for any further follow up. Consumer Response /* (2000, 7, 2022/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Textnow now apologized and refunded the costs.Initial Complaint
16/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I subscribed to the Lock Now service in May 2021 for a family member so they can receive authorization codes. They app was used several in May/June 2021 and was hardly used after. Fast forward to December and my family member needs to use the app. The app starts giving a number of error messages, which lead to reaching out to TextNow. Then we were informed of an alleged terms of use violation. No more information about the violation (when or what) could be given. We were not informed of the account closure beforehand or given a refund for our service. We were only told the account was permanently closed. Unfortunately, the window has passed to request a refund from *****. I have never had an issue with an account when I wasn't duly informed of the issue. In some cases, you are given the opportunity to provide an explanation to resolve the issue. TextNow a********************* cut off all possibilities to remediate the issue. They need to issue a refund and better communicate alleged terms of use issues, including account closures.Business response
12/01/2022
Business Response /* (1000, 5, 2021/12/16) */ Hello, While we cannot disclose information regarding Terms of Service violations, we can look into this further. I am sorry that our chat agents wasn't able to find a solution here, but I can take a look into this for you. I have sent an email to you for further information. If you reply to me there I can work to understand what happened, how it happened, and take any necessary actions to correct any errors we may have made. Consumer Response /* (3000, 7, 2021/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) An email from ****** * has been received. A response sent with the email on the account. Waiting for follow upInitial Complaint
17/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
purchased a year contract on card in my name. ***** **** ***** phone number XXXXXXXXXX. the service is not allowing me to change my number or delete/block contacts as needed. this is a violation of my safety. if I spend money with a company I expect at the most basic level that I have control of my own account. please correct and contactInitial Complaint
19/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On TextNow's page: https://help.textnow.com/hc/en-us/articles/1500004928362-Help-I-m-being-harassed-, they claim to offer utility to block messages from anyone using TextNow, such as those that misuse the service, such as in my case of someone using it to harass me and my family. As seen in the screenshots provided, the #STOP mechanism does not work and does nothing. The number that's harassing me is XXX-XXX-XXXX and is indeed a TextNow Subscribed Number. I've emailed and provided evidence of harassment several times, and they've done nothing to stop it, and the only utility offered by the company for me to stop their service from sending unsolicited communication to my and my family's phones does not function. By not providing very basic utility to stop their service from communicating with my devices, they are enabling ******** activity and causing me damage.Initial Complaint
23/09/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
They sent a SIM card after I tested my phones compatibility and it was matched with their SIM card and I've tried the SIM card on 3 phones now, it doesn't workBusiness response
20/10/2021
Business Response /* (1000, 5, 2021/09/24) */ Hi there, I am sorry to hear that you are having trouble with the SIM! It looks like you were in chat for help but disconnected before we reached a resolution. If you could return to chat we can help either resolve the issue or get a new SIM out to you at no additional cost. Our live chat is accessible from 10 AM to 5:30 PM Eastern on any of our support articles at support.textnow.com. Consumer Response /* (3000, 7, 2021/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) tried to reach them in chat, no answerInitial Complaint
21/09/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On September 13, 2021 I ordered a sim card from Textnow. When I got it the sim card would not activate kept saying retry. Talked to several chat agents that kept cutting the chat off on me. Finally talked to a guy named ***** G and he said my sim had already been activated by another account and it wouldn't work on my phone. I asked if they could refund my money or send another sim card he said because I couldn't identify the account that had activated my sim that I was out of money and had to buy a new one. I asked if he could see that the sim was shipped to my name and address and he verified that it was but since I couldn't identify the fake account that had the sim already activated he couldn't refund my money. I have the bank statement attached to show where I paid for the sim that doesn't work I would like to have my money refunded.Initial Complaint
20/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 15th, 2021 at approximately 9:17AM my credit card was charged $5.33 by TextNow for a yearly subscription to "Lock-In" my "number". On the in app store page, the company tried to come across as transparent and made promises of "a no-hassle refund" if I were to change my mind, yet when I did exactly that, I soon found that this process would indeed be quite a hassle. After about an hour after making the purchase, and realizing that the subscription didn't deliver on what it had promised ( I still couldn't verify my number ) I changed my mind and tried to cancel the purchased subscription..only to find that the option to do so was no where to be found on any of the app pages, nor was it showing up on the *********** apps purchased subscriptions page. So I decided to get help through TextNow's customer support.. during this chat I was told by support that they could not issue refunds, and told to contact *********** Support..which I did..only to be told the opposite was true
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Contact Information
Customer Complaints Summary
71 total complaints in the last 3 years.
27 complaints closed in the last 12 months.