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Complaint Details
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Initial Complaint
11/18/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
comfi.com recently changed their terms and deactivated a calling card that had money in it. I tried to resolve the issue with their customer support. Even after putting and additional $10 into my account, customer support was unresponsive and my calling card does not work
Business response
11/28/2022
Dear Sirs,
The balance of expired pin ************ for amount of $2.87 was added to the new pin ************.
The current balance on the pin is $11.84 as customer already started to use it to call ****** (30 min in total).
Customer Service
Initial Complaint
11/17/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been using a Comfi.com card to call internationally for some years without an issue. Earlier this year of 2022, I added $20 to my balance as it was low. A couple of months later, I went to use my card and was told that my balance was very low. I added another $20 even though I was sure I had added the previous $20 a few months earlier and not made any calls since then. I went to use the card shortly thereafter, in July, 2022, and was told that there was almost no money on it. I called customer service who told me that my card had been hacked. I was directed to a page in my account which showed that my card had been used in *******, *******, and other countries (I am in the **). I changed my password as they suggested and the $40 was refunded.I checked my balance a few days ago and it was still $41 counting the $1 that had remained on it after it was hacked.This evening I tried to make an international call and was told that I had no money on my card and could not get into my account at all. I have tried to get online help through their chat feature, but to no avail.So at this point, I have lost $41. if the card was hacked again in spite of my change of password, then this company is not safe to use as this has happened twice this year.I can't think of another explanation at this stage.I am still hoping I can be reimbursed my $41 card balance which I had not used. But will have to wait until tomorrow day time when I can call customer service directly.Business response
12/14/2022
Dear Sirs,
As of today, customer had a refund of $40 for two invoices: #******** as of 8/1 and #******** as of 8/28. Balance of $1 was taken for two fees: reactivation and transferring the balance to the new pin.
Customer still has a balance of $7.75 on his pin #************.
Initial Complaint
09/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
This business sells calling cards so that customers can call overseas at relatively inexpensive rates. I purchased a card last year ($20) and recently renewed/refilled the card with another $20 (all done online). Tonight I tried calling the local access number ************ and repeatedly get a recording saying 'we're sorry; your call cannot be completed at this time; please hang up and try your call again later.' After several more tries, same message then tried another access number ************ and received same message , saying the line was unavailable; then tried the 800 line and there is a VM saying please choose from the options (open until 9pm EST and I was calling around 10:25pm), one of which is to add minutes to your card and give the phone line your credit card. They reference the online system and 'comfi.com' and when I tried to access on my computer the message comes up "BAD GATEWAY." Obviously the company has either folded or been taken over by another company....who knows! I want the balance on my card refunded to me (approx $14+). This is an ethical issue, and the company needs to be held accountable for offering services that they are not providing to the consumer. This is a scam. I have wasted my money on this calling card company and I am sure I am not alone. If more info is needed, please let me know. Thanks *****Customer response
10/02/2022
I have not heard from the business in response to my complaint. However, I did try to use the calling card again a few days after this incident, and it seems the card is working again. I am hopeful that the company has resolved the issues and there won't be any more problems with my calling card.
Business response
10/03/2022
Dear Sirs,
It was a technical issue with our access numbers. The problem has been fixed already.
Customer asked for refund of the last ***************. The refund was issued for amount of $13.47 only because we checked her call records since she made a payment on 7/21/22 and found her long-time-calls:
Date Type Card name PIN Premium FROM DD TO Trunk Status Country TIME COST Rate per call Rate (advertised)
2022-09-23 20:38:53 Phone line A2B Mobile APP ******** NO *********** *********** ********** NetworkIP Answer New Zealand Fixed 1 min **** $ **** 0.01
2022-09-17 18:30:13 Phone line A2B Mobile APP ******** NO *********** *********** ********** NetworkIP Answer New Zealand Fixed 80 min 1.2 $ **** 0.01
2022-09-14 21:28:41 Phone line A2B Mobile APP ******** NO *********** *********** ********** NetworkIP Answer New Zealand Fixed 61 min **** $ **** 0.01
2022-09-06 22:25:21 Phone line A2B Mobile APP ******** NO *********** *********** ********** VB_Gold Answer New Zealand Fixed 72 min **** $ **** 0.01
2022-08-10 22:23:09 Phone line A2B Mobile APP ******** NO *********** *********** ********** VB_Gold Answer New Zealand Fixed 55 min **** $ **** 0.01
2022-08-06 17:57:01 Phone line A2B Mobile APP ******** NO *********** *********** ********** NetworkIP Answer New Zealand Fixed 116 min **** $ **** 0.01
2022-07-31 21:13:31 Phone line A2B Mobile APP ******** NO *********** *********** ********** NetworkIP Answer New Zealand Fixed 58 min **** $ **** 0.01
2022-07-21 21:01:46 Phone line A2B Mobile APP ******** NO *********** *********** ********** NetworkIP Answer New Zealand Fixed 43 min **** $ **** 0.01Customer response
10/06/2022
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.
Purchase $20 calling card on July 21, 2022. Made a few calls to New Zealand. Then tried to call in Sept and none of the local access numbers worked. called repeatedly different access numbers, and also called the customer service number, and tried to access website which read "BAD GATEWAY." Thought the company folded. No IDEA! Filed with BBB, but no response from company. I had money remaining on my calling card, and asked for refund. Finally BBB sends message that company has credited my credit card, but NO, THEY DID NOT CREDIT MY CREDIT CARD. FRAUD ALERT!!! After a 2 day window of time for company to refund balance onto my credit card, nothing! really really bad news learning this and they disconnected my calling card number now so I have ZERO Minutes remaining. I want the credit to my credit card of $13+ or I want the calling card to be replenished if this company is still in business.
Business response
10/14/2022
Dear *****,
The balance has been restated.
Current PIN Balance is $13.47.
Please contact us via Chat or Ticket if you still have a problem or questions.
Customer Service
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