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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/25/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Comfi charged my credit card on July 20th for $10 but no service was provided and their phone and website are disconnected notInitial Complaint
07/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased phone card Not working Website no working No phone number workingInitial Complaint
07/14/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have been used calling card to call international for a many years. In the previous original company name was CENTS CALL INTERNATIONAL, but all of certainly name has been changed to Compi. I was discovered that company name has changed by tried to call sibling in out of country. Which unable to call. So, I did call Compi phone card company they told me I do not have balance in my account. I did told them, yes I do have balance in my account.Then they told me if I do not used within 60 days? it would be expired unless I purchase again even though I have balance in my account . So, I did purchase $5.00, that adds up to my account balance are $40.83.In the previous company, when my card is expired after 6 months, all I have to do is call them to reactivate, they never did take away my remain balance.In the last month, I have tried to call my sibling in other countries, but unable to call because of the saying that I do not have balance in my account.The ************* does not have live call center, or good contact email address. They only have a live chat.I have tried to resolve this issue for a while, but no one has responded to me and tried to get resolution.That is why I am file compliant.Last purchased date is 1/27/2023.Issuing problem is ongoing since 11/22/2022.My account is ******************* Thank you.Initial Complaint
07/08/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have been using the comfi.com ***** calling card for international calling for many years and have made multiple small amount purchases. Beginning in 2023, however, I would repeatedly be unable to complete calls with that card with indications that either I had no $$ balance, the *** used was incorrect or the line went dead. According to the last company account record that I could access (copy attached), as of Apr. 29, 2023 I had a balance of $32.34. The problems continued after that date and I asked the company to close the account and refund the remaining balance since they were unable to provide the services which I had paid for. No refund was received but on July 7, 2023 I tried unsuccessfully to access the account online and received a message that I no longer had any account. No refund has been received. The *** number of this account was ************.Customer response
07/19/2023
I have not heard from the business in response to my complaint.Initial Complaint
05/18/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On May 7 I signed into my account with **********************. My calling card had expired so I needed to order a new one. After I paid I initially got a message saying that they were sorry I couldn't use it right away. It was after hours for their on online chat, so I left a message, but no one ever got back to me. I later received an email addressed to 'I am scammed' with the new PIN and phone numbers to call, but when we tried to use them neither of the ******** ones would go through. We then purchased a card from a different company as we needed to make international calls that night. When I had no reply I eventually contacted them - chat transcript attached. They eventually agreed to refund the $ 10, but what I am more concerned about is the possible security breach as indicated by the email addressed to 'I am scammed'. I am concerned my information including credit card, could have been compromised. I paid that night with PayPal, but they have my credit card info on file. The person on the chat wouldn't address this at all, and eventually stopped responding . I have been using them for calling cards for a number of years with no problems until the last year when several times I have had the message about not being able to use the card right away. It seems others have had a similar experience with great service until recently. *********************************************** The PayPal charge went to Lucky ************* *********************Customer response
05/29/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
04/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Comfi repeatedly deletes my purchased phone card from its website. I would log in to my account to find that I didn't have an active card. I would chat with them online, and they would reactivate the card. I would make ONE call. A few days later, I would find that I couldn't make a call. I would chat with them and they would reactivate my account. This went on for several months now. They used to have a policy of deactivating inactive accounts after 6 months, I set a calendar to deposit funds every 6 months. Now it seems that services are disconnected randomly. The rep told me they changed the cycle to 60 days, which isn't true. I still have the chat history from barely two weeks ago. I have over $80 on balance in this account. If they can't guarantee that my account will be active at all times, I would like close it and get my money back. Thank you.
Business response
04/13/2023
Dear Sirs,
Customer has $88.29 on his account.
The last transaction was made for $5 on 10/10/22. All other payments more than year ago.
We cannot return money to the original type of payment as the transactions are very old.
If customer can provide us with his Paypal email address, we can make a refund.
Please advise him to contact our CS to discuss this issue.
Customer Service
Comfi Team
Customer response
04/13/2023
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. Please direct Comfi to refund the $88.29 balance in my account via PayPal account to ******************* as agreed. I understand that once the payment is processed, I will be satisfied with the resolution and my complaint will be closed as resolved.
Regards,
***** PanCustomer response
04/20/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Since I filed a complaint, the merchant offered a solution to refund the balance in my account. I accepted the offer by providing the information required. However, the merchant never executed on their promise. As a result, I need to pursue further action with your assistance. Thank you
LanceBusiness response
04/24/2023
Dear Customer,
We don't have the merchant account that was previously used to process your transaction(s). Because of that, we cannot return money to your credit/debit card that was used.
The only way we can issue a refund is to send money to the different type of payment. It is why we offered you a Paypal.
Please contact our customer service for the further assistance.
Customer response
04/25/2023
Dear *****,
Please read this message! In my last response to your proposal, I agreed to your terms of refunding my account balance ($88.24) via PayPal (via ********************* You asked me to contact your customer service, but neither your message nor your website provided a phone number or email address (online chat is the only form of customer support you offer, which is insufficient). In the interest of everyone's time, please refund my balance and we will close the case. Thank you.
***** Pan
Business response
05/04/2023
The full refund has been issued to your Paypal account of *******************.
Customer response
05/08/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***** PanInitial Complaint
04/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I have been a Comfi customer for years, but as a result if multiple hackings to my account, I have lost $14 or so. It might not sound like a lot, but this has been ongoing for ages, adding money for it to be used up right away by someone else. Comfi needs to fix its problems once and for all and not leave clients like this high and dry. I want the money reinstated, and when it is used up I will not be back. You have lost a good company Comfi through greed and neglect.Business response
04/13/2023
Dear Customer,
Your balance has been restored and it is $13.95 now.
We apologize for the incovenience.
Customer Service
Comfi Team
Initial Complaint
03/23/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I attempted to log in to my established account after having had difficulty using the access number for the "*****" calling card I had purchased and received the message "You do not have ************* yet." (See Screenshot 1). I then contacted customer service via chat (no phone support is available) in an attempt to rectify the problem and was told by the agent ******, "In accordance with updated terms, the balance is valid for 60 days unless refilled. Your PIN expired. To keep it active, you need to refill it intime [sic]." (See Screenshot 2). I then attempted to have my existing balance of $14.31 reactivated and asked for assistance with this, and was completely ignored. I even indicated I would file a BBB complaint. Moreover, I was never informed of any alleged "change in terms." (See Screenshot 3).I request that my existing balance of $14.31 be refunded to be in full. As it is now, I cannot access this money at all, and I no longer wish to do business with this company. I've also uploaded the most recent account status of the "*****" calling card with this value on it (see "*****"). I can no longer even access this because I have been locked out of my account.Business response
03/24/2023
Dear Sirs,
The balance was restated on his ***** pin ************ on 3/**/**. It could be a communication problem of why the customer was not notified about his balance.
We cannot do refund because his last payment was done on 10/19/2020. We have an access to the last 6 months records only.
After 10/19/2020 the remaining balance was transferred from one pin to another without new payment.
Customer response
03/24/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I reject this because the terms and conditions were changed without my knowledge or approval. Whereas the telephone card could always be renewed every six months, you've changed your terms to every two months now, and this is too cumbersome. I'm maintaining this on behalf of an elderly person without internet access and over the years, the card has stopped working multiple times and keeps requiring my manual intervention. The money I have in this account belongs to me, not you, and I want it back. Otherwise the problem will just recur in two months, and I'll be left to ask for the privilege of obtaining a service I've already paid for, which is not acceptable.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******************************
Business response
03/27/2023
Dear Customer,
Sorry for the problem you have experienced.
We can issue a refund but possible, to the different type of payment only, via Paypal. In our records, the Paypal account ************************* was used a few times.
Or: you will provide us with the full credit card information as we don't save it in our system and the original day of payment is .
If you choose a Paypal, please contact our customer service and notify them about refund for amount of $14.98 for invoice #******** and confirm the Paypal account.
The comments will be added to the account and CSR will know that the refund has been approved.
Again, sorry for the inconvenience.
Comfi Team
Customer response
03/29/2023
Better Business Bureau:
The response submitted by the business in reference to complaint #******** resolves the matter to my full and complete satisfaction. I understand that this will now close my complaint. Thank you very much for your assistance.
Regards,
***************************Initial Complaint
11/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Consumers be warned that Comfi.com no longer has live customer service and their policy has changed to now require you add more money ($10 minimum) to your account within 60 days of the last time you added money to your account, otherwise they close your account and keep your balance. It used to be a 6 month policy but they would allow you to call customer service and ask for it to be extended, they never refused to extend over the many years I have had an account. Now, apparently, they just stop you from making calls and keep your money. They have an online chat support from 9 am to 9 pm weekdays, **** weekends. This is my online chat log and how I found out:Comfi: How can we help with comfi.com?Me: I cannot make a phone call. When I log on it tells me I do not have an active plan. Please reactivate my account and my plan. PIN ************. Phone (personally identifiable information so withheld).Me (5 mins later): It's a ***** card.Comfi (5 mins later): In accordance with updated terms, the balance is valid for 60 days unless refilled. Your PIN expired. To keep it active, you need to refill it intime.Me (1 min later): Please reactivate it. Terms always used to be 6 months.-- There was no reply after my last msg. I waited 30 minutes after my last response with the chat line open before submitting this complaint.Business response
11/28/2022
Dear Sirs,
Expired pin ************ had a balance of $10.48 that was requested for refund via BBB.
Balance of that pin was transferred to the new pin ************ on **/**/** and customer already made a call to ** by using that balance on 11/25.
Customer Service
Customer response
11/28/2022
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. Although it is not true that the balance was transferred, I was offered a new PIN with a $10 credit, whereas the prior balance was $10.48. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
11/22/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a calling card from Comfi.com. The transaction was approved (really really fast). However, after I made the purchase, I realized there was no way to find an access number to use said card. That part of the website had a 404 warning, the numbers appearing in large font. This seems suspiciously convenient for *****'s profit margins. No other part of the website has this issue. I also am beginning to realize this is a well-known problem with this company.Business response
11/28/2022
Dear Sirs,
Sorry for the inconvenience. It was a technical problem.
The refund has been issues as customer requested.
Customer service
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