Complaints

This profile includes complaints for 8x8, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  8x8, Inc.

  675 Creekside Way Campbell, CA 95008-0636

  
• 

  8X8, Inc.

  733 Marquette Ave Minneapolis, MN 55402-2309

  
• 

  8X8, Inc.

  733 Marquette Ave Minneapolis, MN 55402-2309

  
• 

  8X8, Inc.

  733 Marquette Ave Minneapolis, MN 55402-2309

  
• 

  8X8, Inc.

  733 Marquette Ave Minneapolis, MN 55402-2309

  

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:03/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  We cancelled our contract and phone/FAX numbers with 8x8 in April 2022.The first month of our ported numbers was May 2022 and should have had no more charges from 8x8.They have been charging ** monthly since May 2022 for a few of the numbers that were ported to another company.They lied about the *** from the new company, eFax, being incorrect.Every attempt to email them about our case was met with the same response...."We have resubmitted your case number" and no action was taken.This led to ** having to get a temporary FAX number with eFax and paying for it monthly since May 2022.I found out they were still charging ** monthly and our company bank account with BofA gave ** a 2 month credit. They would only go back two months on the dispute.We need a refund of our fees charged since Mid-May and our original FAX number released and ported like it should have been last May.I have the original emails for proof of actions. Please let me know who I can forward those to!!

  Business Response

  Date: 05/09/2023

  Dear Customer,

  We reviewed and we do have history of a partial cancellation documented in case C4055689 on 4/20/2022. This was not labeled as a full service cancellation and the remaining services not requested for disconnection remained on the account as active. WE're sorry if this was miscommunicated and we hope the 2 months refund was succificent to make up for this confusion. 

  Best Regards

  8x8 Support.

• Initial Complaint

  Date:03/17/2023

  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.

  We have had this company since 2011. We have never signed a new contract. Recently another one of my mant phones stopped working. I contacted them and was told our phones where end of life and they could not fix the extension with out upgrade. I told I did not want to upgrade and asked if I was still in contract. I was told I was NOT. and could end at anytime with out fees. they still kept charging me for the extension they could not fix and could not get anyone from there company to call me back. I have went with another company and I'm again trying to reach someone and can only get a response by email and there threatening fees.

  Business Response

  Date: 05/09/2023

  Dear Customer,

  We have seen that we have since resolved your request to cancel services and waived any contract buy out fees. We apologize for the inconvenience and we thank you for being a long time customer. 

  Best Regards,

  ********************** Support

  Customer Answer

  Date: 05/09/2023

   
  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:03/04/2023

  Type:Order Issues
  Status:

  AnsweredMore 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.

  I signed up for 8X8 in September 2021, I was on a monthly plan paying $33.92 and $5.32 every month (the $5.32 was for an additional line I added). Beginning. May 2022 my bill went up to $39.34 and $5.32. Since November 2023 my bill has been inconsistent and when I reach out to account manager he is of no help. I asked 8x8 to cancel a phone line in April 2022. I called 8x8 February 9, 2022 asking about my increased bill and cancelling the additional line I don't use, I was then surprised to be informed that I have been in a contract since October 2022. I asked my Manager ************************* to send me a contract stating that I signed a contract. I am not in need of the extra number and he said there is a penalty. I have not yet received the contract yet. I just got a bill for $197. ** the bill it stated - "Backbill for X Series - X2 for period 03/01/2022 to 09/01/2022 (Qty [email protected])". I have attached 3 bills to show how the billing has been incoherent. I have been paying for services and all of a sudden, 8x8 chooses to back bill me and auto debit my account. I only use 4 phone numbers but I am being charged for 5. My **** phone number is being charged twice. I would like a copy of the contract (I haven't signed anything should be a month to month service. Refund the $153.33 they billed me incorrectly. Charge me accurately for only 4 lines since I have requested cancellation in their system and let me know what my monthly plan will cost.

  Business Response

  Date: 05/09/2023

  Dear Customer,

  We apologize for the confusion. We see that in case C4485549 we have refunded you for the billing charges of USD ****** as you disputed. We hope that brings the matter to a close. Auto renewal terms are outlined in initial terms and conditions and can be found online here.(section 11) ************************************************************************************

  Due to the confusion we have granted the cancellation without any contract buy out fees and we hope this brings question on this matter to a close. This was documented on case C4546793. 

  Thank you for being with 8x8. We are sad to see you go. 

  Regards,

  8x8 Support

• Initial Complaint

  Date:01/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  I used this company and cancelled my account on **********. I received an email in JAnuary saying they tried to charge my card and it didnt go through so I would be sent to collections if I didnt pay it. I called them and they said they see my cancellation and it was an automated email and I didnt owe dont worry about it. I recieved and email a week later saying I will be sent to collections and I owe money again. I called again on 1/24 and they again told me they see it cancelled and he didnt know why i was getting the email. I asked to speak with a manager and he told me none were available. I dont think its right they are charging me for October and December whe i canceled a year ago. If i owed a balance I understand but they are saying I dont owe a balance and they dont know what this is. I m beng sent to collectionsnow.

  Business Response

  Date: 11/20/2023

  Dear customer, we are sorry about this experience. We do see the cancellation processed as discussed in case C4465520 and we will confirm that no collections were sent as we also confirmed that we refunded contract buy out fees in relation to the  cancellation request.  We apologize for the inconvenience.

  
  

• Initial Complaint

  Date:01/11/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I started using 8x8 for my business in June and after a few month it started getting worse and worse. And I calld them to ****** this service because of this inconvenience. But they are still charging me for nothing.

  Business Response

  Date: 01/05/2024

  Dear Valued Customer,
  
  please allow me to begin by apologizing for the delay experienced before receiving an answer and the overall negtive experience you have gone through with cancelling your 8x8 serivces.
  
  To respond, the account ****************** was fully cancelled on the 28th of February in 2023 under reference C4465161.

  Best regards,

  8x8

• Initial Complaint

  Date:01/04/2023

  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.

  Our office signed up for 8x8 about 3 years back. I contacted the company on ******** to request a porting customer service record (CSR) and to stop our contract from auto renewing on 1/2/23. Support gave me the CSR without issue and told me to contact the new carrier to submit a port order. On ******** they sent an email saying the contract would auto renew for 1 year on 1/2/23. When I contacted support to ask why the account was set to auto renew even after the previous conversation, 8x8 is saying they don't offer any month-to-month plans and the only solution will be to attempt to port office to another carrier during the busy winter holidays or pay a large cancellation fee 8x8 Support has been less than helpful in this issue and the problem itself seems intended to trap customers into lengthy contracts

  Business Response

  Date: 01/25/2023

  Consumer Response /* (2000, 6, 2023/01/18) */ After escalation, 8x8 has released us from our contract. This dispute can now be closed

• Initial Complaint

  Date:12/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  We have been 8x8 customers since 2014. In early 2021 I reached out to 8x8 to review pricing as it appeared that we were being overcharged. 8x8 did not respond to my repeated requests until after our contract renewed in July. I was then told that I should try back in early 2022 and that they "may" adjust our pricing. I repeatedly reached out to 8x8 in early 2022 with no resolution. We have since moved to a new vendor and requested to cancel our 8x8 services. 8x8,s cancelation department will not speak with me (online chat only) regarding the cancelation fee and has directed me to our (new - temporary) account manager to discuss the fee. The account manager has directed me back to the cancelation department.

  Customer Answer

  Date: 01/31/2023

  No one from 8x8 has contacted me. I received what looked like an automated e-mail that said my contract was canceled on 7/12/23 but they are still charging me.

  Business Response

  Date: 11/20/2023

  8x8 has reviewed your account  and we apologize for the problems with 8x8s response around this request.  Earlier this year we took the request and processed the cancellation of your account.  This was documented in internal case C4541379. We sincerely apologize for the trouble this caused.

  
  

• Initial Complaint

  Date:12/09/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  We ported our number out December of 2021 and the lines were suppose to be canceled. How do you charge for not being able to use a service all under the ***** of software license?!?! you did not issue me a temporary number and if I do not have any existing numbers wit you, no temporary numbers how can you charge for a VOIP license with no phone number? this service was UNUSABLE. you are governed under the *** which specifically states that LNP process should be easy for the customer. You have made this extremely difficult by continuing to bill ** for a year with NO service that you could provide. you need to issue ** a credit since the time we ported the number out and your service became unusable.

  Business Response

  Date: 05/09/2023

  Dear Customer,

  We are sorry for the confusion on the matter. While some numbers were ported out 8x8 continued to provision PBX services and endpoint connectivity to make calls. We do not cancel services without authorization to prevent unwanted interruption of services. Prior to your porting of numbers out of 8x8 case C3798578 opened on 9/27/2021  was created to cancel your account and a disruption to your service occured after disconnection. 8x8 resumed your service so you could continue to utilize the service again on case C3798582  on 11/2/2021 . However policy will not trigger a cancellation again without your explicit request and authorization.

  We apologize for this inconvenience

  8x8 Support.

• Initial Complaint

  Date:12/02/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  I was invoiced 3x my typical bill for products that I had cancelled (cancellation fee) and my reoccurring amount did not change. So basically I cancelled products I wasn't using to pay less per month, instead I was charged a $2400.00 cancellation fee and I'm still paying the same amount every month. I want the cancellation fee refunded and I want to pay the same amount I was paying before I signed up for these additional services.

  Business Response

  Date: 05/09/2023

  Dear Customer,

  Your complaint was reviewed and your refund was processed in case C4358373 on 12-5-2022. We hope this brought your matter to a close. Thank you for being a valued 8x8 customer. 

  ********************** Support

• Initial Complaint

  Date:11/09/2022

  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.

  We signed up for a FREE trial in May of 2021. We cancelled the very next day after reading some bad reviews on the company. We never even set anything up. They still ended up charging us. We talked with them three different times to process the refund. Each time they told us they processed it but it never came. We posted on social media and finally got the refund. We started getting emails earlier this year, which was a year later, that they are renewing our service. I went back and forth with them and they assured me to disregard the emails and they have removed us from whatever system we were in. Then today, several months later, we get an email from their card processor that they are charging our checking account for service. This company is like a person you went on one date with and they harass you for years like you are together. Like, WE NEVER DATED!!!! I'm not sure what is wrong with this company but I thought I would be happy based on the fact we never used them. How do I get out of this system?

  Business Response

  Date: 05/09/2023

  Dear Customer,

  We're sorry for this continued confusion. We will review why you received an additional renewal email even though we have confirmed you are no longer have service or are being charged. If you have a copy of the email sent please provide to aid in the investigation. 

  Best Regards,

  8x8 Support

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19324186
  
  I am rejecting this response because it is months later. I don't even remember when I entered the last complaint. It is your system and your database to search. I've already posted the previous emails and that should be enough for you to solve the issue. Your responses and time to action make perfect sense with what I experienced with you. I really do hope you figure out what is wrong with your company. I'm sure there are many good people that rely on you to create a culture of success, however, I would be surprised if your company lasted five more years.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/20/2023

  8x8 has confirmed that your cancellation request was processed and a refund was given for the months it was not used. The auto-renewal email was sent in error and we apologize for the inconvenience.

  Customer Answer

  Date: 11/28/2023

   
  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,
  
  ***************************