ComplaintsforAnswer Connect

• Initial Complaint

  10/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Have been using their virtual services for well over a year. After downloading grading the service to better accommodate our needs we've had ongoing billing issues. Most recently our service was canceled all together for a balance of $56 (a 1 month fee 2 weeks late) as the incorrect card was attempted to be charged. Instead of simply suspending the service they canceled it completely and now demand the charge plus a restoration fee and the following month's fee. It's absurd.

  

  Business response

  10/29/2023

  To the Better Business Bureau and ****************
  We at AnswerConnect regret reading about ***************** negative experience with our service. As a company, we pride ourselves on providing prompt and transparent communication to our clients. We have thoroughly reviewed ****************** account history and the concerns raised in their feedback. 
  At AnswerConnect, we offer live answering services on a monthly prepaid subscription basis. **************** subscribed to our 30-minute plan for $69.00, along with an additional line for $19.99 
  On September 14, 2023, We issued the regular monthly invoice of $88.00, but the payment failed due to insufficient funds. Our team immediately informed **************** of the payment failure via email. 
  The following day, September 15, 2023,  **************** requested an extension for payment, which we granted for two weeks.  We advised *************** that payment must be completed before September 29th to avoid any service disruption. 
  On September 29, 2023, We made an attempt to collect the outstanding balance of $88.00, but the payment failed again due to insufficient funds. Our team promptly informed **************** of the payment failure and the risk of deactivation via email and phone. However, we were unable to reach them.
  As it was a Friday, we provided an additional payment extension until October 2, 2023, to avoid any service interruption over the weekend. On October 2, 2023, we attempted to collect the balance due, but the payment failed again due to insufficient funds. As a result, we temporarily deactivated the account until payment could be made. Our team immediately informed **************** via email, but we did not receive a reply. 
  On October 3, 2023, we canceled the account due to non-payment and adjusted the balance due to $55.37 to reflect the amount of time during the billing cycle that the service was active while we worked with the client to make payment. We attempted to call ****************, but both available contact numbers went to voicemail and the voicemailboxes were full.
  
  On October 4, 2023, our team called and emailed **************** to attempt to process a payment for the balance due and reactivate the account. **************** emailed in reply and mentioned a possible credit card issue but did not want to discuss reactivation or payment. 
  On October 5, 2023, our team called and emailed **************** once more in an effort to assist in reactivating her account. **************** did not respond to the email or call our client services team.
  On October 11, 2023, our team called and emailed **************** again to try to assist in reactivating her account. ****************. emailed AnswerConnect wanting to only discuss porting out the 2 lines she was utilizing under our services. Porting information was provided to ***************** 
  On October 23, 2023, we contacted **************** again by phone.  We reviewed the account and advised her that she could restore service by paying the past-due balance of $55.69 and regular prepaid monthly service fee of $$88.99.  There are no reconnection fees charged to return to service.  We also advised **************** that she is able to port her phone numbers to another provider by submitting a porting request with the new provider.  **************** informed us that she preferred to keep her service with AnswerConnect but was not prepared to pay the amount due at this time.  As of the time of this response, we have followed up twice with **************** and she has not yet decided what her next step will be.  
  Once again, we truly regret that our previous client had a poor experience. We also believe that we have done everything we can to address ****************** concerns and have in fact gone above and beyond by adding multiple payment extensions, as we have operated well within our published terms and conditions in assessing payment policy.
  
  

• Initial Complaint

  03/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a complaint against Answer Connect, a company that provides virtual receptionist services. I have been a customer of ********************** for several months, and I have been charged for services that I did not approve.On February 15th, 2023, I received an invoice from Answer Connect for an amount that was significantly higher than my usual monthly charge. Upon further investigation, I discovered that Answer Connect had added several services to my account without my consent. These services were not discussed with me during my initial consultation with Answer Connect, and I did not receive any notification that they were being added to my account.I immediately contacted Answer Connect to request that these unapproved charges be removed from my account. However, despite multiple attempts to resolve the issue, Answer Connect has failed to provide me with a satisfactory resolution. I have also requested that they provide me with a detailed breakdown of the charges on my invoice, but I have not received a response.I am extremely disappointed with the level of service that I have received from Answer Connect. As a consumer, I expect transparency and honesty from the companies that I do business with. Answer Connect has violated my trust by adding unapproved charges to my account, and then failing to rectify the situation.I am requesting that the Better Business Bureau investigate this matter and take appropriate action to ensure that Answer Connect does not engage in these deceptive and unethical business practices in the future. I am also requesting that Answer Connect refund the unapproved charges to my account immediately.Thank you for your attention to this matter.*********,*****************************

  

  Business response

  03/20/2023

  To the Better Business Bureau and *****************************
  

  We at AnswerConnect regret to read about ********************* negative experience with AnswerConnect. The concern that has been highlighted is a subscription plan price increase, which was communicated in writing.  At AnswerConnect, we take pride in responding promptly to our clients concerns and providing transparent and honest communication.  We have reviewed the account history and considered the concerns raised in this feedback.
  

  AnswerConnect provides live answering phone services billed on a monthly prepaid subscription basis which charges the payment method on file each month. ***************************** signed up for service with AnswerConnect on ******* 25, 2021.  Initially, ********* was on a promotional plan, which was billed at $10/month. After a promotional period, she moved to a 10-minute plan billed at a rate of $29.99 per month with 10 included minutes.  On December 25, 2023, her monthly invoice included a notification that her monthly plan price would be updated effective ******* 1, 2023, to include 30 minutes for $69.00. On ******* 25, 2023, her invoice included a reminder notification of this plan change, along with the updated pricing. Her ******* 25th invoice included a charge for the new rate plan for ******* and the prepaid rate plan for February.  
  

  On February 25, 2023, her regular monthly invoice was issued with the charge of $69 for the updated rate plan pricing charged to her payment method on file.
  On March 17, 2023, ***************************** reached out to our ****** Services Team via chat at 9:45 am PT.  She advised that her plan had been changed and that she was not notified of the change.  She disconnected the chat before our team could provide the reason.   Our ****** Services Team reached out to her via phone at 9:49 am PT and explained the reason for the increased charge and that she had previously been notified of the change on her invoice.  At 9:55 am PT, our team received an email from ***************************** with a request to cancel her account, as she stated that did not approve the increase.  Our team entered the cancellation as requested and sent an email at 10:41 am PT confirming the cancellation.
  

  At 10:01 am PT on March 17, 2023, our team received an additional email from ***************************** notifying us of the complaint that she was submitting to the Better Business Bureau and stating that she expected to be refunded for the charges she did not approve.  As requested, Our team issued a refund of $117.03 to the payment method on file and sent an email notification of the refund at 11:24 am PT.  This amount accounts for the plan price difference of $39.01 each for *******, February, and March 2023.  Refunds usually reflect on the bank statement within 2-3 business days.  However, this can vary depending on the banks processes.  
  

  We absolutely regret that our previous client had a poor experience. We also believe that we have done everything we can to address ********************* concerns and have in fact gone above and beyond by canceling and refunding our previous client per their request, as we have operated well within our published terms and conditions in assessing a planned pricing increase. 
  
  
  Regards,
  *****************************
  Sr. Lead ****** Account Manager

• Initial Complaint

  01/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started a trial for 3 months, during that period I became clear that the model that the answer connect group uses is not one that a small team of employees with a small client list could afford. When I spoke with a representative I told them that we got only a few calls per month, and that I was comparing them to grasshopper, nextiva and some other VOIP services. During the 3 month period, my credit card was compromised and the trial period rate did not go through. Now, mind you, There Has Been NO ACTIVITY on this account. I got a few urgent emails about the issue which culminated in a notice that my account was suspended.I assumed suspended meant closed.However my account was subsequently charged with for the trial and 2 months of service at a WHOPPING $350 per month *2X I am objecting to these charges, ******************************* was of no use They just refer me to the agreement And DO NOT INCLUDE My Conversations with the REP NOR The Account Suspended Emails NOR the Account Lack of Use I am so unhappy with this company taking my money without any accountability.

  

  Business response

  01/20/2023

  To the Better Business Bureau and EJ Joier
  We at AnswerConnect regret to read about Mr. ****** negative experience.  We pride ourselves on offering exceptional customer service and we take any negative experience seriously.  We have reviewed the account history and considered the concerns raised in this feedback.
  On August 31, 2022, Mr. ***** signed up for AnswerConnects 300-minute plan during a promotional offer of $10 per month for three months.  This plan **************** signed up for is normally billed at a rate of  $350 per month.   AnswerConnect provides live answering phone services billed on a monthly prepaid subscription basis which rebills the payment method on file each month.  As such, there is no contract or obligation to maintain service for a specified period of time and clients are able to cancel their service at any time by contacting our client services team via phone call or email.  On September 13, Mr. ***** met with an Onboarding Specialist.  At the close of that meeting, there were a few things lacking to complete the onboarding process and Mr. ***** responded by email that he would send the information over.  Our team continued to reach out to Mr. ***** via phone and email.  We did not receive a response to any of our contact attempts by phone or email. Our team also attempted to reach Mr. ***** via text on October 3 and October 14.  There was no response to either attempt.
  The 3-month promotional offer expired at the end of November 2022.  On November 29, 2022, our system sent an invoice via email showing the total due of $350 due November 30, 2022.  On November 30, 2022, our system attempted to process the monthly prepaid subscription charge of $350 and the payment failed to process.  As a result of the failed payment, emails were sent alerting the client to a problem processing the payment and asking him to update his payment method.  On December 1, 2022, a past due notice was sent to Mr. ***** via email alerting him to a past due amount of $350 due on November 30, 2022.  An additional notice was sent alerting him to a problem processing the payment.  Our system continued to attempt to process the monthly subscription fee for services.  On December 5, 2022, an email was sent advising Mr. ***** that his account was at risk of deactivation because of the past-due balance on the account.  Our Billing Team attempted to reach Mr. ***** by phone and email on December 5, 2022, regarding the failed payment issue.  There was no response from Mr. ************ On December 10, 2022, the service was blocked and an email was sent that stated, Your account has been temporarily deactivated.  That same day, the system successfully charged the monthly subscription fee to the credit card on file, an email was sent with the successful payment details, and the service was reactivated due to the successful payment.  Our team attempted to reach Mr. ***** by phone again on December 12, 2022, and there was no response.  On December 30, 2022, the monthly prepaid subscription fee was charged to the payment method on file, and an email confirmation with the successful payment details was sent to Mr. ******************
  We were able to locate a call from Mr. ***** to our ****** Services team on Friday, January 13, 2023, that lasted less than 1 minute.  There was no interaction recorded.  We do not have any record of a call, chat, or email request received at any time from Mr. ***** requesting to cancel his service or inquiring about the charges for his account.
  We are able to see that Mr. ***** never used our service after signing up.  As requested, we have issued refunds for all charges to his account; including his initial signup payment of $10 from August 31, 2022.  The refunds were made to the original form of payment and email notices have been sent to the email address on file for Mr. ************ Refunds usually reflect on the bank statement within 2-3 business days.  However, this can vary depending on the banks processes.  In addition, we have canceled the account and there will not be any further charges.
  
  

*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. ↩