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Business Profile

Telephones

Freephoneline.ca

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 15 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:30/01/2025

    Type:Order Issues
    Status:
    Unanswered
    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.
    Originally signed up for discounted home phone service in August 2024. The modem adapter never worked and we decided to stay with the current supplier **** ******. Calls to Fongo go directly to voice mail and their online "help " creates endless emails which never address the cancelation request.

  • Initial Complaint

    Date:08/01/2025

    Type:Order Issues
    Status:
    Unanswered
    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.
    I am writing to express my extreme disappointment and to formally dispute the recent imposition of a 911 fee on my lifetime subscription. When I purchased my lifetime subscription, I was explicitly informed that the phone line would be free for life and that there would be no additional charges, including 911 fees. This clear representation was a primary factor in my decision to choose Freephoneline as my phone service provider. The imposition of a 911 fee constitutes a direct breach of the terms of our agreement. I have fulfilled my obligations under the contract by paying for the lifetime subscription. It is therefore unreasonable and unfair for Freephoneline to now introduce additional charges. I kindly request that you immediately rectify this matter by removing the 911 fee from my account. I am not willing to pay any fees that were not disclosed or agreed upon at the time of purchase. NOTE: When I initially signed up for Freephoneline.ca’s services and obtained the VoIP Unlock Key, the contract clearly specified that any calls made to 911 from the Freephoneline app would incur a $35 fee, payable after the call was made . It was also indicated that failure to remit this payment could result in termination of service. The exact wording from the contract is as follows: “calls to 911 from Freephoneline desktop are subject to a $35 fee which is payable after the call is made, failure to remit payment may result in termination of service or consider upgrading to a VoIP Unlock Key.” Here is the link: https://***********************************************************************************************************************************, I trust that this issue can be resolved promptly and amicably. Thank you for your immediate attention to this matter

  • Initial Complaint

    Date:06/01/2025

    Type:Billing Issues
    Status:
    Unanswered
    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.
    This Freephoneline company provides 2 types of service: monthly subscription and a one-time lump sum payment for a Voice over IP phone number. Long ago I opted out for a 2nd option and had this phone number for years until this fall they unilaterally changed the contract terms starting to charge a 'monthy 911' fee, which hasn't been in the original contract. I never agreed to the new terms therefore it's my understanding they have to obide by the original terms that had no mention any monthly fee whatsoever. But since I did not provide any payment details, they disconnected my phone number and it took me 2 months of calls to eventually have a live person calling me back, which did not resolve the issue either.

  • Initial Complaint

    Date:06/12/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    I am writing to file a complaint against Fongo Inc. (operating as Free Phone Line, https://********************) regarding a newly introduced fee for existing customers. In Nov 2009, I signed up for their free phone line service. This service involved a one-time fee for a permanent phone number with the understanding that there would be no additional charges. The company website (**** *****) still states there are no ongoing fees associated with the service. However, in July 2024, Fongo announced a new mandatory $1.99 monthly fee for access to 911 emergency services for all existing and new Free Phone Line customers, effective October 1, 2024. I believe this new fee violates the original terms and conditions of my service agreement, which promised a free phone line with no recurring charges. I previously filed a complaint with the CCTS (Complaint to Commissioner for Telecommunications Services), but they advised my issue falls under the CRTC's jurisdiction.

  • Initial Complaint

    Date:06/12/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    business sent me a device for my phone but it has not worked since I got it Nov. 25/24. Company has never tried to call me on cell to correct. I received an email daily telling me the same thing even though I have messaged them multiple times telling them that I have tried their advice. I have left 10 or more phone messages also asking for this issue to be resolved.

  • Initial Complaint

    Date:29/10/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Was a cutsomer for fongo. Service was not great and finally stopped working in August. Tried to troubleshoot issues, to only be told to restart the modem, when that did not work I was told I had to buy a new adapter. Cancelled subscription online via the fongo website on Septermber 10. Was billed on October 10th and October 16th for monthly fees. Emailed them about the issue and was told because I did not "confirm" my cancellation by a separate email that i never received, that they did not cancel my account,

  • Initial Complaint

    Date:30/09/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Hello, I am writing to file a complaint against Fongo Inc. (operating as Free Phone Line, https://*****************.ca) regarding a newly introduced fee for existing customers. Several years ago, I signed up for their free phone line service. This service involved a one-time fee for a permanent phone number with the understanding that there would be no additional charges. The company website (link above) still states there are no ongoing fees associated with the service. However, in July 2024, Fongo announced a new mandatory $1.99 monthly fee for access to 911 emergency services for all existing and new Free Phone Line customers, effective October 1, 2024. I believe this new fee violates the original terms and conditions of my service agreement, which promised a free phone line with no recurring charges. I request that BBB investigates it and Fongo can honor its original agreement with existing Free Phone Line customers who were promised a service free of recurring fees. Thank you for your time and attention to this matter. Sincerely,

  • Initial Complaint

    Date:30/09/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    I purchased 2 lifetime unlock keys for Fongo Freephoneline VoIP. The terms of sale was a one time purchase to unlock the service and I use my own device. And 7 months later they send me an email, changing the terms of our agreement, that they will now be charging a monthly fee. **** ** * ******* **** *** ******* and I want my money back. They say it's because of increasing costs they absorbed, but I have 2 invoices one of which is $20 more than the other, so they were obviously increasing the price to offset these "costs", bunch of liars. I tried to do a chargeback through my credit card but it was just past the deadline, ***** **** **** **** **** ****** **** ********* **** *** ****** ****** **** *** ** **** *** ********

  • Initial Complaint

    Date:24/09/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Hello, I would like to complain about the management of Fongo who made the decision to start charging, from October 1st, 2024, $1.99/month as so-called 911 fees, on Freephoneline customers who have lawfully purchased their Voip key for one-time payment. Throughout years, I purchased SEVERAL Voip keys from Freephoneline. Like so many other Freephoneline customers who already voiced their concerns, I did contact Fongo and let them know their decision goes against their own commitments and our rights. Yet, they seem to have made their mind up and will stick to their decision. I would like to remind you that by claiming that they can change the fees at any time, they purposely mislead the customers. For more than ten years we have never received any invoices since it was commonly understood that it would not have made any sense to send invoices with $0.00 in fees. Please have a look (picture attached) at the message from their December 2010 add (which I still keep at this day) that clearly states that NO other fees are to be charged once the purchase of the SIP key has been made! You can NOT change a fee that has NEVER existed, you can only start charging it, which is against their own commitment! I therefore ask CRTC to get involved and protect our rights. I personally purchased eight Voip keys and therefore own eight Freephoneline numbers. Fongo management threatens to cancel all of them unless I agree to pay. This is clearly a breach of the rules. Regards,

  • Initial Complaint

    Date:24/09/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    I purchased a 'Lifetime Access Key' for a homephone SIP service from freephoneline.ca. This was a 'free' phone number to use free of charge for life. I purchased an ancillary product providing me hardware access to my account. This company has changed the terms to now include fees and will be closing my account thus rendering my Lifetime VOIP Access Key worthless when they close or suspend my account. I only purchased hardware access because it was a free phone number for life. Had I known they could ***** it back or simply end my access I would have never purchased it. They feel no responsibility for the promises made and have no apparent intent to refund my purchase. They are simply going to '*****' or ******* me by terminating my account and concomitantly end my access.

Freephoneline.ca is NOT a BBB Accredited Business.

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