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:12/12/2022

  Type:Service or Repair 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.

  I requested that Voiply port over my phone number from consumer cellular. That was 7 weeks ago. They promise 7-10 days. I still have no phone; they have my cell number, but wont keep me posted on progress; always have an excuse. They are no help at all and should not be allowed to do this. I am 68 years old and they want me to change my computer to do something, I dont know and they wont help. I want my $ back that I paid them.

  Business Response

  Date: 12/14/2022

  Hi ****, 
  
  First, we want to apologize for the hassle you went through trying to port your number over to us.  
  
  When it comes to porting there are many factors that come into play to ensure we hit 7-10 days. Unfortunately for your number it started with Consumer Cellular but ended with Cingular who was the real carrier of your number. This does happen from time to time and again we’re sorry this happened to you. From a customer’s standpoint your number should just port. We agree, but sometimes these issues do happen and cause major delays. 
  
  We have cancelled your service and your eligible for money back guarantee. Please ship the device back to us and we’ll refund your account. 
  
  Regards, 
  

  Voiply Customer Success

  
  

• Initial Complaint

  Date:10/06/2022

  Type:Customer Service 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.

  The mobile phone that I use is on a family plan. I don't pay for using its service. I looked into a communications provider, preferably a government benefits provider, and I believe that is where I found Voiply, but I'm not sure anymore since I get mixed up with all kinds of stuff over the internet. But I bet the BBB has the know about a all kinds of things in cyberspace. I hope so. Anyway, I am leaving the service I am now using and that is why I was looking for another phone company. Well it did not work out with VOIpLY because the features provided by Voiply turned out too complicated AND messy. Maybe because of the mountain of features that came with the software and too boot no written instructions were provided. One had to call on an Voiply agent via the internet for that kind of exercise and I don't like it. When I saw the device that is used for making calls, it was a 3x4 plastic device to be plugged in the back of my moldem. Easy enough but it won't work. I paid over $20 for this experience. What's more...hear this! If I don't follow Voiply instructions about canceling and sending back the device I will be charged $30 for being stupid. And I never saw this coming. Here is what Voiply said: • Securely pack the items in a box • Use the address listed below and affix the appropriate amount of postage. • Ship package from the nearest post office or shipping company of your choice. I protested! I told Voiply send me a shipping label. That is where we stand and I will not spend more time and money on a hinky device and it seems to me that is only the way Voilply makes any profit if at all. I refuse to be bullied.

  Customer Answer

  Date: 10/12/2022

  The cancellation request was submitted to the Better Business Bureau. Don’t you people mind your own business? You say: we  “sent out the adapter for free shipping.” What does that mean? Maybe you mean to say that when I received your device for connecting pieces of equipment, you sent your product to me FOR FREE! That is good for you. You get money for a piece of equipment and I get to keep the doggone thing for use for nothing. You say I paid for your shipment to me of the device you want to profit from. I gave you money to pay for the device. But the device is not perfect owing to my modem, ISP, what else? I don’t have time to fool around with products that will not work well at first use, especially when written instructions were not included with the package. You wanted me to go via the internet to ask for instructions. That’s another thing. I don’t have time for this tomfoolery. The device surely must belong to me. I gave you money for it. You sent it to me FOR FREE as you say. I was not able to use it. Either I’m stuck with a device I can’t use, or you give me a label to send it back to you.
  
  But I don’t like having trash or useless articles taking up space in my office. Yesterday, your precious device was sent back to you courtesy of ME because I think you need help as a star-up venture. Good luck. Make no more excuses for not giving me a refund of the money I gave you.
  
  

  Customer Answer

  Date: 10/17/2022

  ** *****: I doubt we will ever hear from this company. I sent that device to them early last week from the post office. I informed them right away and I have yet to hear from them. I asked them to give me a refund as soon as possible. I paid for the postage to send back the device back to them because I just want to get things out of the way that need closure. What should I do now? THey are not listening to me.

  Business Response

  Date: 10/17/2022

  Hello ****, 
  
  We’re sorry to hear there been confusion since signing up with our service. Our 30 day money back guarantee does require the device be sent back to us. This device cost the company money and we’re offering it to our customers for free. In return we need that device sent back for us to refund you. 
  
  Thank you for understanding. 
  
  Voiply

• Initial Complaint

  Date:09/17/2022

  Type:Customer Service 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.

  I am forced to file this complaint under two different service providers because one keeps sending me to the next telling me to solve a problem when I do not have the technical expertise nor the ability to correct the problem. This, I fear, is what now is typical of Customer Service in the United States. It seems that Customer Service and the Edsel have the same status now. I have Internet services through Internet Essentials, a program through *******. I have landline service through a company named Voiply. The landline phone works with the router for Internet and WiFi, so both providers affect my service. Yesterday, 09.16.2022, incoming calls to my landline phone, (***) ***-****, ceased to make the telephone ring and calls only went into voicemail. I turned first to Voiply, where the agent gave me instructions that I did not understand for correcting a technical problem of which I had no knowledge. When I was unable to resolve the problem, the agent said she was going to check something and then disappeared for a long time. When she returned, she said that I had to contact my Internet Service Provider to ask to disable the SIP ALG to the router and that would correct the problem. I then contacted Internet Essentials and explained the problem. I was told that because I do not have voice service with them, they cannot help me. I was asked repeatedly if I have a dial tone when I never said I had no dial tone. It seems that neither company will help me. I am a disabled senior living alone and do not appreciate it when service providers jerk me around, which is what is happening in this case. The two companies identify me by my cellphone number, (***) ***-****; my home address was given when filing.

  Business Response

  Date: 09/22/2022

  Hello *******, 
  
  I’m sorry to hear your having issue with installing our service. Our service realizes on an internet connection and is usually a plug and play install. In some cases, there is some technical knowledge needed to install. Believe us we are not jerking you around we want to get this working for you. If you’re able to get a neighbor, friend, anyone with some technical knowledge this probably could get resolved.

  Customer Answer

  Date: 09/22/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint; however, I have ordered a new telephone for my landline and that may solve the problem.  I will have to post an update somewhere. It will arrive on September 28, 2022 and then I can see if that resolves the problem.
  
  
  Regards,
  ******* ****

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair 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.

  The company's website https://build.voiply.house/ clearly indicates they do "Simultaneous Ring". Simultaneous ring is defined as where it rings multiple phones and phone numbers at the same time (see https://www.communityphone.org/blogs/simultaneous-ring, https://getvoip.com/library/what-is-simultaneous-ring/, https://getvoip.com/library/what-is-simultaneous-ring/, https://www.evoice.com/features/simultaneous-ring). I signed up with Voiply specifically because they said they provided "Simultaneous Ring" with their VOIP phone service. However, once I signed up for their service and asked customer service how to configure it - I was then told by Kevin (in a customer service chat on 8/13/2022) that they now state that they can not do simultaneous ring. They claim that since they can ring the local phone plugged into their phone device and ONE other phone # (by forwarding to that phone #) - that this is simultaneous ring! As shown by the articles in this complaint above (and numerous others) - this is not how the industry or anybody for that matter defines it. And this limitation of only being able to ring one phone # for Simultaneous Ring is not listed anywhere on their website! Therefore, this complaint is to have them either clearly indicate on all materials/website that they can only ring one other phone # for Simultaneous Ring or stop using this term. They are misleading customers (like myself) with their false advertising claim.

  Business Response

  Date: 09/01/2022

  We're very sorry this mislead you. Our residential service offers the ability to simulaneous ring the local adapter and the mobile app only. Our business service with multiple VOIP phone give the ability to use ring groups supporting simultaneous ring. Residential has its limitations. 

  Customer Answer

  Date: 09/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  The company does admit they are misleading consumers - but yet there is no indication that they will update their advertising and/or website to clearly communicate this for their residential service.  
  
  They continue to misstate things. Even in their response to say "Our residential service offers the ability to SIMULTANEOUS RING [bolded for emphasis] the local adapter and the mobile app only."   As shown in this complaint and the numerous web page links I provided, what the company offers IS NOT simultaneous ring - and they should be forced to stop using that term or clearly indicate that they can not ring multiple PHONE NUMBERS [bold for emphasis].

   

  
  
  Regards,
  
  ******* ***********