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:02/10/2023

  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.

  Some one has posted personal information that is defamatory to me and my family. They even posted my daughters phone number on their site. I wrote numerous times asking the company to delete my name and daughter's phone number from their site. However my requests were denied.

  Business Response

  Date: 02/10/2023

  We can't find an account or support tickets for this person's e-mail address or phone number.
  

  
  In general, if there is a takedown request for information on the youmail directory, the person should go to support.youmail.com and file a removal request, providing their name, their e-mail, their phone number, a description of the specific content they believe is illegal and should be taken down on a given page.   We generally respond to those with 48 hours, either taking action, requesting more information, or explaining why the request is denied.   There is a legal process here we have to follow, and we often find that requests for removal and/or changes are not in fact legally justified and we can't do them without a court order.
  

  Customer Answer

  Date: 02/10/2023

  I have sent several request for my name and my family's names to be removed from their site. The scammers even posted my underage daughter's phone  number.  However all my requests have been denied.  This is an attempt by a scamer to make public derogatory comments. This person even listed where we live.  

  Business Response

  Date: 02/10/2023

  We repeat that this person's request is being considered in the standard process for evaluating take-down requests on the YouMail directory, assuming that filed a formal support ticket with the relevant information on support.youmail.com  It usually takes roughly two business days to evaluate the request and make any changes.  The request is/will be handled according to all corporate policies and relevant law, and that we document such take-downs requests and the follow up actions carefully.  We encourage the customer to wait the two business days, at which point there will be an appropriate response to their complaints, and if the take-down request has merit, the page that they are complaining about will be update to reflect any necessary changes.

• Initial Complaint

  Date:11/09/2022

  Type:Service or Repair 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.

  This is issue with my voicemail. I have called several times and nobody answers or it just clicks off. I did close my account, well I think I did. Then they said I need to deactivate to go back my original voicemail. Now I guess I have to open the account again to do the steps to deactivate which I found online. But now I can't get in to do anything and my voicemail is not working. I would like them to please closed, deactivate this and let me go back to my original voicemail today. I do not know how to this and it won't let me in anyway. Very very frustrating.

  Business Response

  Date: 11/09/2022

  The customer hasn't followed the clear directions that were provided in-app, by e-mail, and on our web site.
  

  When they set up YouMail, they dialed a code that tells the carrier to forward their missed calls to YouMail.  To leave YouMail, they have to ask the carrier to stop that forwarding.  That can be done, as mentioned when they set it up, by hitting the deactivate button in settings within the app.   For those who fail to do that, they can always follow these instructions, which are one of the first things that come up when googling anything around YouMail. https://support.youmail.com/hc/en-us/articles/200478598-Help-with-Deactivation   That page shows multiple ways to deactivate, and provides the codes that can be dialed directly.

  
  

   

   

   

• Initial Complaint

  Date:08/17/2022

  Type:Customer Service 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 bought a voicemail service from this service and canceled the service after they tied to renew it.They cancelled the service and gave me a code to disconnect the voice mail. the MMI code ##***# did not work. I email them t3 times to get a working code and all I get from the chat is to get a new membership.My carrier (T-Mobile) cannot do anything to disconnect their service.Youmail does not answer their customer service number.After going online to see what else I can do I see many other pepole are having the same isse.

  Business Response

  Date: 08/17/2022

  The customer has two complaints.

  1) The default "Stop Call Forwarding" code from ******** is not working to stop ******** from forwarding missed calls to YouMail.

  2) The customer couldn't get a hold of a person in support after he cancelled the service.

   

  For #1, ******** suggests using the following codes if wi-fi calling is off and the ##***# did not work: ##**#, ##**#, and ##**#.  This is on the ******** customer support page. https://www.t-mobile.com/support/plans-features/self-service-short-codes

  
  Barring that, asking ******** to turn off all conditional call forwarding with the account (after connecting to their technical support will help with the problem.

  
  For #2, the customer said he cancelled, at which point no customer support is available.  Human customer support is something granted only to actively paying users, but the support team did send him directions by e-mail on what to do.

  
  Basically, the customer wants paid customer support for fee, and is complaining to us for a problem with his carrier.
  

  Customer Answer

  Date: 08/18/2022

  This response is ridiculous. A reputable business that can attach their service t5o you line at the drop of a hat should be able to detach their service once you are no longer a customer with the same speed and aaccuracy.  I have filed a complaint with the **************** Attorney gernerals Office for openers.  This will not stand.

  Business Response

  Date: 08/19/2022

  There's not much we can do to resolve the customers complaint since the customer is the one who has to take action.

  The customer dialed the code to forward calls to YouMail (explicitly pressed OK and call within the app), and the customer needs to dial the code (or do the quick call to their carrier) to stop forwarding calls.   In fact, legally we cannot touch the customers ******** account to make changes to it, so the customer appears to be asking us to do something illegal, which we can't do.
  

  
  

• Initial Complaint

  Date:08/08/2022

  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.

  I unsubscribed from YouMail and I`m still having problems receiving certain phone calls from Doctor offices and Friends this is frustrating,People tell me that their calls go straight to voice mail or that call is block or not allowed I have trouble contacting YouMail to release my cell number from their account that I had.

  Business Response

  Date: 08/08/2022

  The customer has two issues.  One is that YouMail appears to be blocking some numbers he wants to get through.  That's easily fixable by the customer adding their numbers to his ******************** contact list.

  
  The other issue is that the customer would like to turn off the forwarding of missed calls that he previously turned on (this is so the carrier sends missed calls to YouMail).  A simple ****** provides the instructions.  
  

  https://support.youmail.com/hc/en-us/articles/200478598-Help-with-Deactivation

  Customer Answer

  Date: 08/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  Date:07/13/2022

  Type:Sales and Advertising 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 downed load Youmail application, it now is blocking all of my contacts. so i wanted to cancel this account, their website doesn't really work, it won't send me the code for the cancelation. i tried calling the company 4 times, each time was on hold for 30 minutes and got cut off.

  Business Response

  Date: 07/14/2022

  There are no advertising issues, just a very confused customer.

  The free ******************** service does not provide phone support, it only provides self-serve support, and when free users call they hear a message that says to hang up and use self-serve support.  That's like most free services in the world, like ****** or ******** etc... This person has tried to connect to the paid support line even though they are not eligible for phone support, which is why the service hung up on them.   Not sure what we can do to correct this, since the phone prompt(s) are ******* clear, as is the description of the free service.

  That said, any one can ****** their problem and readily find the solution.  In this person's case, they would like to stop their carrier from forwarding missed calls to YouMail - the help page pops up right away: https://support.youmail.com/hc/en-us/articles/200478098-How-to-Close-My-YouMail-Account-Return-to-My-Carrier-s-Voicemail   This has the codes to return to their carrier voicemail.

  So this customer is complaining that they couldn't call to fix a problem whose solution is easily available with a ****** search.  We can't do much about that.

  
  As to the phone blocking all their contacts, we can see that no calls were ever actually forwarded to YouMail, and the app never blocked any calls at all because it was not set up.  The error message their contacts are hearing when they call is likely coming from their carrier, and appears to be that their voicemail is not set up correctly.  They can do a quick call to AT&T, verify no calls are being forwarded, and ask AT&T to confirm their voicemail on AT&T is set up correctly.
  

• Initial Complaint

  Date:07/01/2022

  Type:Service or Repair 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.

  YouMail has its message system on my phone voicemail system through deception and fraud. My number is **********. My provider is TMobile, which can't erase the YouMail's message system from phone.. I downloaded the YouMail app. It didn't work well and had terrible audio problems. The service is free with upgrades for fee. I did not agree to anything but free. After about 30 minutes of trying YouMail out, I uninstalled the YouMail app. I complained to YouMail about its message still being on my voicemail system. I can't remove. It's codes for erasing didn't work. I'm now unable to use the voicemail system. YouMail has no customer service to correct the problem by phone or otherwise. This is false advertising and deception. I demand that YouMail remove its message from my TMobile number. I've found many complaints about the same problem online about YouMail.

  Business Response

  Date: 07/02/2022

  The customer is confused.
  

  During the app setup process, the customer agreed to a clear screen saying that for YouMail to protect their voicemail box, they had to forward their missed calls to YouMail and make YouMail their ******** voicemail.   They gave this permission and hit the 'call" buttons that dialed the codes to tell ******** to do that conditional call forwarding.   There is absolutely no scam here as YouMail tries to make it ******* clear how we work.
  

  The customer tried the app and didn't like it, which is fine.  They were supposed to hit the "deactivate" button in the app before deleting it, which sets it up to dial the codes to turn off the missed call forwarding automatically.   Or the customer can dial the codes afterwards by hand.  YouMail has a self-service support site for free users with information on the codes to use by carrier, and what to do if there's an issue at https://support.youmail.com/hc/en-us/articles/200478598-Help-with-Deactivation (which comes up easily with any sort of ****** search and is easily accessible from the support site).  It's true we don't provide live operators to help free users, since that is impossible economically and is typical of ******, facebook, and other free services.
  

  All that aside, in the worst case where the codes don't work, the customer can call ******** and simply ask them to reset any call forwarding or conditional call forwarding on their account.

  
  We have no control over the customer's phone, so the customer needs to stop the forwarding, through one of the mechanisms above.

  
  For what it's worth, we lose money on every customer that is forwarding calls to us but not using our app, so we have no desire or incentive to be anyone's voicemail who doesn't want us.  We'd love to have the carriers make it easy for users to turn the forwarding on and off but we are stuck with the MMI codes as the activate/deactivate mechanism.
  

  Customer Answer

  Date: 07/03/2022

  BBB, thank you for your help. I do not accept the company's explanation. The company is fraudulent but under pressure from the published complaint, it took measures to release the forwarding of my TMobile messages to YouMail. I have no further demands but feel sorry for consumers that are inconvenienced by YouMail.
  
  The public should be warned of YouMail's deceptive business practices.

  Business Response

  Date: 07/04/2022

  The customer is accusing us of fraud when they simply happened to be confused about the process for forwarding calls to and from YouMail.  No more, no less.
  

  We understand that it's tough for the customer to admit that confusion, and that is much easier to instead accuse us of doing something untoward.  But the fact is, they customer has to dial the forwarding codes to replace their carrier voicemail with YouMail and the customer needs to dial the forwarding codes to return to their carrier voicemail (if they so choose).  This can be verified by talking with the carriers - none of them magically allow companies to fiddle with a customer's forwarding.
  

  We will continue to work to make this as clear as possible to our users, since we know it's not a great feeling for a customer to be that confused.
  

• Initial Complaint

  Date:05/26/2022

  Type:Service or Repair 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.

  YouMail, **** has published my name and phone number on its website without my consent. The website states I must create an account to opt out. This is a violation of law under the ***** The site should have a clear opt out provision. I want YouMail, **** to remove my name, ****************************** and phone number ************ from its website. Moreover, I want my name and phone number removed from its database, server, etc so my contact information is not searchable. I am not authorizing YouMail, **** to use any of my contact information for users to search for me. I want the above done immediately otherwise I will *** YouMail, **** in Federal Court and ask for legal remedies under law including actual attorneys fees.

  Business Response

  Date: 05/27/2022

  The person claiming to be ****************************** who is making this complaint about his identify being exposed on https://directory.youmail.com/directory/phone/**********  is asking to remove data without verifying their identify.
  

  We follow the ***** per our privacy policy, which is the strictest law in the ** around the privacy and removal of data.  See  https://www.youmail.com/ca-privacy-rights
  

  We honor any request to permanently remove data to be from an individual who has validated their identity, as per what we've outlined in that policy.  There is a form to fill out, and then a process to prove their identify, after which all data about that individual is removed (such as his name on the youmail directory page).  We have this process because otherwise any random person could request removal or changes of any data on our site, which has happened on multiple occasions and can actually can cause calls from that number to blocked within the phone network (especially as in this case when their is fraudulent behavior that is associated with the number, and evidence of that is published on this page).   
  

  
  All this complainant has to do is follow the standard process, which does not in fact require creating an account, per his false claim above.   They will need to provide their name, phone number, and e-mail address, and will need to provide proof they own the phone number (by having us call the number and verify or by texting a code to the number). 
  

  https://compliance.youmail.com/submit-request

  Upon that request, his data will be removed (in this case, any association of his name with any phone numbers), per our compliance with CCPA and other laws.
  

  We support this person's right  privacy but only ask they follow the process, which is there for their protection.