ComplaintsforPhone Power LLC

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  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

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  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

  08/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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

  06/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband died on **********. We have been customers of Phone Power for several years, possibly 6 or 7. We have paid for service yearly. When my husband died I forgot to pay the bill. It was due in **************. I paid it on ***************** with late fees (exorbitant late fees I might add.) Phone service continued uninterrupted until around ****************, when a new cable install was done at my home. I realized a few days later that the house phone (thru Phone Power) wasn't working. I called Phone Power to see why it wasn't working, assuming that the new cable install was responsible. I was shocked to hear that they couldn't talk to me; that they couldn't help me. They said they couldn't find my phone number or my payment from *********. My deceased husband was the name on the account. After going over his name and address, they told me that they needed the death certificate and they needed me to send it by email. I was instructed to write an email including my name, good call back number and that I wished to take over the account. I was told it would take 48 hours to hear back from someone. ****************************. I wrote the requested email that day and sent it off. As of **************** I have not heard from anyone. I paid almost $200 in ******* for phone service that is good for a year. I haven't had my phone now since ************ (or so) and they couldn't care less. The girl in the billing department is obviously ************************ by working for a ************************************************************************************************************. I have notified numerous credit card companies, service providers, banks, etc., regarding my husband's death and Phone Power is the ONLY one who has this total inability to help me over the PHONE - ******. I called there again today and they say they never got my email and to send it again, or wait another 24 hours. ??? What the ****? I want my phone turned back ON!

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/15) */ The same day this was submitted, we responded to the claimants response and we did not receive the DC of the original account holder until ********** We have corrected the customers account and change the account holder. The claimant has corresponded with our offices and also received a refund for the days she was down. She confirmed the line was working and her issue was resolved. The issue has been resolved as of *********.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I have been customer for years, during my last payment cycle in 10/2021 PhonePower payment system failed to process my credit card payment. I kept trying for multiple days to make online payment to keep my account. Several valid credit cards, several browsers, several Internet connections, all with the same processing error. Assistance requests to ********************** are still unanswered. PhonePower closed my account due to non payment. In 12/2021 I received letter in mail requesting payment with additional $25 late fee. I mailled a check with payment in 12/2021 to the provided address. In Jan 2022 I received collections letter from PhonePower adding another $25 late fee to the total amount. New e-mails to billing are unanswered again. Phone calls to ************ get to answering system with two options, either option selected terminates the call without any chance to talk to anybody. I am bitterly disappointed with PhonePower service and treatment of their customers.

  Business response

  03/08/2022

  Business Response /* (1000, 8, 2022/02/10) */ We have spoke to the consumer and sorted the issue. The claimant called our offices and spoke to a representative on 1/18/22 and paid via credit card for the amount owed for their annual plan since we had not received the check. We voided the collection fee of $25 that day. We later received the check and have processed a refund for $74.42 back to the card used. Consumer Response /* (3000, 10, 2022/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The check was mailed in December of 2021 and deposited two months later on 2/11/2022. By this time I already made another payment by credit card due to this company claiming not receiving my check and sending me to collections and adding late payment fees. None of this prepaid yearly service was used as they cancelled my account. There should be refund not on the double payment only, but the charge for the unused service.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I submitted my request to cancel phone service (************) on Oct 3,2021. It took them 13 days to respond to my request. I confirmed my desire to cancel service. on Oct 13, 2021. I followed up on Oct 26, 2021 since my account and service were still active. The following day they responded saying my account had already been closed. I let them know that calls to XXXXXXXXXX we still be answered by my old voicemail. They promised to contact support. On Oct 29, 2021 I contacted them again saying calls to my old number were still going to voicemail. On Nov 2, 2021, they said they were escalating the problem. On Nov 4, I contacted them again since the issue had not been fixed. I received no reply to my message. As of Nov 18 calls to *********** are STILL going to my old voicemail box. That means the service is still active. I am simply requesting that Phone Power LLC terminate phone service for XXXXXXXXXX. Back on Oct 3, 2021 that seemed like such an easy request. It appears I was wrong. Please help me have Phone Power complete the phone service termination.

  Business response

  11/30/2021

  Business Response /* (1000, 5, 2021/11/24) */ I have emailed *********** with a solution and the issue is now resolved. His phone number,************** was not fully deprovisioned on the support end. His account has been fully cancelled since October 13, 2021. Advising with our support team, we found the issue. I have confirmed with *********** and the number is not longer working nor available to leave a voicemail. Per claimant: "Calls to my old number now fail. I only took the BBB route when I couldn't get a reply from Phone Power. Testing was as easy as calling my number ********** and determine if it was routing to voicemail. It no longer routes to voicemail.- ****" Please advise if there is any other concerns. Regards, *********** Customer service Supervisor Consumer Response /* (2000, 7, 2021/11/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) PhonePower resolved my problem. Thank you for your assistance.

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