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Business Profile

Assistive Telecommunications Equipment

Phone Power LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Assistive Telecommunications Equipment.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:09/30/2024

    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.
    I've had service with this company for some time. I did not want to renew service. The card I used to set up the account has long expired.I assumed they would cancel the account and service, which they did but they are now sending me threatening mails about collection for full payment. Since they canceled the service, I think it's unacceptable for them to try to collect.

  • Initial Complaint

    Date:05/23/2024

    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.
    Our company received threatening emails stating that our phone number would be discontinued for non-payment and that we owed $225.39. We had tried to reach the company by phone and email since we received our first notice to provide payment information. The phone number we called hung up when we selected option 2, for "bill payment." Our business phone number, of 20+ years, was turned off despite the fact we had been trying to update the credit card information on file and were unable to reach anyone by email or phone to do so. On 5/23, we were finally able to get through by phone, and spoke to ****** who confirmed that the $225.39 payment demanded was for service beginning today, May 23, 2024-May 22, 2025 and confirmed that our phone number had already been turned off. She required us to pay $28.73 to reinstate our phone number, so that we can now transfer our phone number over to a new provider. We also received a highly misleading and threatening email today stating: "Your phone account has been terminated due to non-payment. There is an outstanding balance of $225.39. Please remit this balance immediately to avoid being sent to collections..." In fact, this was a tactic to get us to renew our service and it was only after asking several additional questions, that we realized that the money they claimed was due was for service going forward, and that we could accomplish the reinstate of the account temporarily by paying a sum they plan to charge us monthly. We will be terminating this service as soon as possible.

  • Initial Complaint

    Date:03/20/2024

    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.
    On Dec 21, 2023 I cancelled my service (account ******* with this company. As seen on the attached file (phone_power.pdf) , they processed my request and gave me direct instruction about the process..This company made several attempts to charge my credit card. Despite my best effort to clarify our position, all my civil efforts have failed and now it seems that they are harassing me. Please see attached PDF named 27 Feb_2024 and 15_march_2024

  • Initial Complaint

    Date:08/02/2022

    Type:Billing Issues
    Status:
    Resolved
    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 did not renew my service this year with Phone Power. I was never advised that I shall need to provide a written cancellation notice. However, they have been constantly sending me mails that my account is delinquent. They show an account balance of $210.12. This significantly higher than what I paid last year. PhonePower's actions are unethical

    Business Response

    Date: 08/31/2022

    Business Response /* (1000, 5, 2022/08/03) */ The claimant has a balance because their service and plan is on an auto renewal as it has always been in the 9 years they have been with us. Per our terms of service, if a claimant wishes to cancel, we would need it in writing which we did not receive and was not aware of the desire to cancel. This has been the only notification we have received and with that, we have voided the balance since the account cancelled for non payment. Attached is a copy of our terms which all is stated. Consumer Response /* (3000, 12, 2022/08/27) */ ***Document Attached*** I have received another letter dated 8/19. Please see the attached. Business Response /* (4000, 14, 2022/08/29) */ Customer's balance has been voided as of 8/3/22, no balance due. Customer was advised no balance due and to ignore any future Payment/Collections Notices. Customer called Customer Service 8/29/22 and was reminded to disregard any Payment Notice/Collections Notices.

  • Initial Complaint

    Date:06/07/2022

    Type:Billing Issues
    Status:
    Resolved
    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.
    PhonePower is a VOIP, offering telephone service over the Internet. Complainant had received one-year's service billed $131.08 on July 29, 2121. This year, PhonePower notified me by repeated May emails that I must pay $195.20 to continue service. It also stated that failure to do so would result in an additional account reinstatement charge. That $195.12 figure represents a 49 percent increase from the prior July 2021 payment for service. I opted not to continue service with PhonePower. PhonePower last month terminated service. On June 6, 2022, an email from PhonePower stated that failure to pay $195.20 would result in collection action. A PhonePower representative on June 6 stated that PhonePower requires written cancellation to end service, a term not previously disclosed in the any emails, including the collection threat. PhonePower's undisclosed requirement for written notification is entirely unwarranted. Further, service termination, followed by the collection threat, came roughly two months prior to my payment for 12 months service.

    Business Response

    Date: 06/21/2022

    Business Response /* (1000, 5, 2022/06/17) */ We have contacted the claimant and have resolved the situation. Our system auto renews and billed the claimant $191.37 but since the claimant will no longer continue, we have voided the balance. Claimant reached out to us after filing this complaint and we rectified it then. The account is cancelled and there is a zero balance. Consumer Response /* (2000, 7, 2022/06/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks due for courtesy.

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