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:05/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My company switched over to five9 in April 2024. Even though we were told that the launch would happen in February, it wasn't that big of a deal. Since implementation in April, this has been the worst business experience of any kind, that me or my company have endured. My account rep is *************************** who explained all of the features to me but once our phone system was being implemented, we found out that some of those features were not available. After implementation is when everything went downhill. The very first issue was that our caller ID displayed the name WELLCARE. We are a ************ and consumers thought that we were a scam when we would call about **** services but the caller ID would show WELLCARE. Five9 had no idea how to fix this issue and it took them a full week to finally figure out a solution. We then have various issues that occur everyday, from incorrect call routing, our IVR hanging up on customers, voicemails not being processed, and so much more. Our IT person has been spending an average of 25 hours a week dealing with five9 issues and on the phone with them. I then receive a bill for $2,500, $1200 above our contracted amount. I removed services with ***** that were added that weren't even being used. He said that the next bill will be $1,300 + a service credit of $1,700 for all of the issues. I then receive another bill for $2,500 again and ***** said it takes over a month for the changes to be made and even acknowledged that he forgot to tell me. As I'm dealing with this our phone system was hanging up on customers for two straight days. I asked ***** for a higher level of support and he said that we are on the basic "level 1" of support, and will get us put on a higher level so we will experience less issues. This was not done for whenever we call their tech support team, we are still getting the basic tech support team that talks in circles and does not know what to do. As of this writing all of these issues are still present.

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  After several searches I traced the phone number located on the form ************ to a company I think is Five 9 **** I emailed them to be removed from list to no avail. I would like for them, and anyone connected to them to discontinue sending me fake car warranty scams.

• Initial Complaint

  Date:01/19/2024

  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.

  Fraudulent charges to my account have never used these companies and they continue to charge my account and when I look it up it's a subscription service but doesn't say anything in detail and contact them to tell them to refund charges but they never do 3 charges all for **** Then the other one leads right to that one too called stepe.com and that was 3 more charges for **** Scam and stealing money

  Business Response

  Date: 01/19/2024

  Hello BBB Team,

  The screenshot of the charges is for thsrfry.com, not Five9.

  Our company do not sell any products to the consumers. We believed the complaint   was submitted for Five9 in error.

  Sincerely,

  Finance Team

   

• Initial Complaint

  Date:12/02/2023

  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.

  So, unauthorized charges show up on my debit card to the following: TASNDD.COM MCDCBY.COM ******* ** THSRSFRY.COM CRSSRSLN.com CANOGA PARK ** VNKDEP.COM *************** ** For amounts of $9.99, $12.99 (twice), $10.99, $39.99, & $47.19 respectively. Last live chat with a rep in response to the $47.19 charge for VNKDEP.COM told the story. Research of VNKDEP.COM will lead one to Five9.com rep & once the account is "verified" the money is refunded. Interesting thing is that the $9.99 was refunded for TASNDD.COM. When I inquired about the VNKDEP.COM $47.19 charge I was told that they weren't associated and I'd have to contact the other merchant separately. I replied "Interesting, isn't it, that the top of this chat window says VNKDEP.COM Support Chat". At that point, the $47.19 was also refunded. Well, the scam is now brought to light. I suspect they're ALL affiliated with Five9 & if a person happens to notice the charge, they refund so as not to attract the law. But, the ones that go undetected, well, they have your money don't they. ?? Obviously, when I asked about the other fraud, they said again they were not affiliated. Well, such a surprise that when I went to THSRSFRY.COM site, support chat is once again Five9! I tell them to cancel $39.99 charge for CRSSRSLN.COM...& they do...so then I hit them with the "well, $10.99 was charged by THSRSFRY.COM & that was the site that sent me to this chat". BOOM, that one is refunded also. So, that right there exposes them as liars. Anyway, MCDCBY.COM is not a site at all & neither is CRSSRSLN.COM. THSRSFRY.COM is a shell site that apparently has something to do with subscribing to something but it's bogus. Cancel subscription chat goes to Five9. VNKDEP.COM is also a shell site that the cancel subscription chat goes to Five9 & same for TASNDD.COM. This more sophisticated cyber fraud needs to be investigated and shut down. Five9 IS affiliated with all of these (though I couldn't get them to accept MCDCBY.COM).

  Business Response

  Date: 12/13/2023

  After careful review of complaint #******** filed against Five9, ***** we provide the following facts.
  
  We dont process debit card transactions.
  We dont show any payment receipt for the amounts listed in the claim.
  We dont show any of the companies listed in the claim as Five9, **** customers.
  We dont show prior communication with ********************* and therefore feel this claim in invalid and is placed against the incorrect company.
  
  Based on the attached communication provided by *********************,I would like to suggest that the companies listed in the claim could be utilizing one of our products and it could have reference powered by Five9,**** during the chat session, leading them to believe the charge was from Five9,****
  
  The charge description is for vnkdep.com and has the phone number listed for the chargebacks that **************** can call.  Five9 provides the phone numbers and chat services for the customer centers.
  
  
  In closing, we ask for your favor in removing this claim against Five9, **** as we value our reputation and would like to stay in good standing with the Better Business Bureau.
  
  
  
  
  Thank you,
  *******************
  Collections Manager
  
   
  
   
  Five9, ****
  O ************
  ******************************************************************************
  www.Five9.com

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20949436
  
  I am rejecting this response because:

  There are too many coincidences here and Five9 is the common denominator. Convenient that they can hide behind these fake companies that all seem to magically disappear when investigated. Five9 deflects responsibility by saying that these companies purchased products from Five9 & therefore they aren't liable. I had fraud on my card from 5 different but equally ridiculously named FAKE "companies" all around the exact same time: 

  TASNDD.COM
  MCDCBY.COM ******* **
  THSRSFRY.COM
  CRSSRSLN.com CANOGA PARK **
  VNKDEP.COM *************** **

  As I said in my complaint, all except MCDCBY.COM ******* used Five9 as their "customer service" chat service. That's not a coincidence. I sent a pic showing that CRSSRSLN.COM doesn't exist at all & yet I was able to get the Five9 service to refund that charge. I'm just a consumer but NEVER a consumer of ANY of the five FAKE companies listed above. So, someone needs to conduct a proper investigation that proves that Five9 is not honest and is hiding behind FAKE companies and saying they aren't liable because these companies contracted Five9's services. Five9 is being 100% dishonest & this is not a case of a bunch of coincidences. Until someone with more power than I unravels their scheme, they will continue to rip people off that don't notice these small "subscription" charges that are bogus and are charged from companies that do not exist that are all affiliated with Five9.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/13/2023

  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.

  Random charged to debit card. Company will not disclose where it is from but constantly charges ***** plus for services they refuse to disclose they provide.

  Business Response

  Date: 11/27/2023

  After careful review of complaint #******** filed against Five9, **** we provide the following facts. 
  
  We dont process debit card transactions.
  We dont show any payment receipt for $39.99.
  We dont show ************************************ as a customer of ******************, ****
  We dont show prior communication with ******************************* and therefore feel this claim is invalid and is placed against the incorrect company.
  
  Based on the attached communication provided by *******************************, it is clear, that he is already dealing with the issue with a different company, ************** and it sounds like they have insured his subscription has been cancelled effective 11/13/2023 and he will no longer see the charges against his debit card.
  
  In closing, we ask for your favor in removing this claim against Five9, **** as we value our reputation and would like to stay in good standings with the Better Business Bureau.
  
  
  Thank you,
  *******************
  Collections Manager
  
   
  
   
  Five9, ****
  O ************
  ******************************************************************************
  www.Five9.com

• Initial Complaint

  Date:05/16/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  They won't cancel the membership and I have tried 4 times and every time they say they are going to cancel my account and stop charging my card for ***** and every day I have multiple charges from them ????

• Initial Complaint

  Date:10/03/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 paid 15 thousand dollars for one of their services. That service was never fully implemented, so we ended up not using it. They refused to refund us for this. Very rude, with an attitude by the way.

• Initial Complaint

  Date:07/13/2022

  Type:Order 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.

  MPX ********* services purchased services from Five9, *** back in March 2022- Five9 committed to supply the following services: Integration of Five9 system into Salesforce, Auto Dialer that follows the instructed cadence discussed with MPX, Five9 to work independently from Salesforce system, Five9 Dispositions updates the record in Salesforce. All of the above was discussed in detail over several hours with the Five9 team and agreed to be implemented; we also have all the meetings recorded confirming this. When we went live with the Five9 system, the launch proved that the cadence was not being followed (auto dialer not working), Five9 was not working independently from Salesforce, and the dispositions were not updating the ** records. MPX has lost thousands of dollars due to the many issues with the call center system. When we brought up these issues, Five9 claimed they needed to charge us extra money to make the changes known as a "Task Logger" to update ** records. We sent the recording to the team to prove all of this was confirmed to be included in the package we purchased. We have attempted to contact and resolve with the project management team to hold up their end of the agreement and they have been non responsive and no longer responded to our requests or assisting us with our issues. ***********************, is the head of the project management team at Five9 and confirmed initially all the features we requested were included in our package, and now that we have brought up the issues, shown proof of their commitment, and their failure to provide what was requested, he has also been non responsive in our attempts and needs to be held accountable. The project management team should still be on our account and they have put us in the hands of the service team and this was also not a part of the agreement- project team needs to make sure the launch was a success before we go to service team and launch has been a failure from the start. Nothing resolved.

  Customer Answer

  Date: 08/04/2022

  Hello,

   

  I am pleased to inform you that we have made contact with the company and progress has been made.

   

   

• Initial Complaint

  Date:06/03/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Five9 is responsible for providing service as a middleman for a company attempting to make fraudulent transactions on my debit card. The charges come from links related to "SNGGLGN.COM", "DYCNTE.COM", "BWSGDT.COM". All of which when I attempt to go to resolve these issues bring me to the same place, a chat window with an agent "provided by Five9". In the numerous exchanges I've had with the "agents" they refuse to tell me the company, they refuse to explain the charge, and say we won't charge you further, but still attempt to. The chat window closes before I can ever screenshot the conversation. This lack of accountability coupled with trickery in order to fraudulently obtain money from me while refusing to acknowledge the malfeasance is stealing. I want all my personal information removed from their records and will be pursuing criminal charges if this does not get resolved immediately. Five9, you are complicit in this matter as you are aiding and abetting a client of yours committing fraud while also protecting their identity. The onus does not fall onto me to go and get a new debit card, it falls on you to stop trying to charge me.