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Business Profile

Apps

TextNow

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for TextNow's headquarters and its corporate-owned locations. To view all corporate locations, see

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TextNow has 3 locations, listed below.

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    • TextNow

      420 Wes Graham Way Ste 200 Waterloo, ON N2L 6R2

    • TextNow

      1 Sutter Street, Suite 800 San Francisco, CA 94104

    • Text Now Wireless

      1 Sutter Street, Suite 800 San Francisco, CA 94104

    Customer Complaints Summary

    • 66 total complaints in the last 3 years.
    • 27 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      hello, i have been a member for years. in the past week, i have been having lots of issues such as disconnecting phone calls, not receiving incoming calls, call quality and etc. Please reach out to me via ***********@*****.com and resolve my issue as soon as possible. the phone number on this account is **********

      Business Response

      Date: 21/10/2024

      After reviewing the case owner's complaint, we would like to confirm that we have reached out to them at the email address provided to begin addressing this issue with them.

    • Initial Complaint

      Date:02/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 trying to login to my account ********** with email ****************@*****.com and it’s saying my account is disabled. I haven’t violated any terms so I’m not sure why. Can you reenable my account please or atleast email me text transcripts to ****************@*****.com

      Business Response

      Date: 10/10/2024

      After reviewing the case owner's complaint, we would like to confirm that the account in question was disabled nearly a year ago, which means that at this point we would not be able to provide any additional information or have any logs to review in relation to the account. Additionally, the TextNow number provided appears to lead to an entirely different account. At this time we would invite the case owner to reach back out to our chat support as they have previously, as we would need to assist them with determining which account they are trying to access and proceed from there.

      Customer Answer

      Date: 10/10/2024

       I am rejecting this response because:

      didn’t resolve my issue

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

    • Initial Complaint

      Date:01/10/2024

      Type:Order Issues
      Status:
      Resolved
      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.
      In March I ordered a sim card from TextNow in order to be sure I always have a phone number ** * **** * *** ******** ** ********* ** **** ** ** **** ** ** ********   It worked, no problem, until 3 or 4 weeks ago. Now I miss all incoming calls, tho they show as missed later, and do not receive nor am able to receive text messages. EXCEPT to and from my other phone, a boost mobile number. Now, no matter what I do, I am unable to reach any customer service representative nor, despite the chat bots assurances, has anyone reached out to me. Extremely frustrating as it is important I have that number working at all times.

      Business Response

      Date: 10/10/2024

      After reviewing the case owner's complaint, we can confirm that the case owner reached out to our chat support in September, but unfortunately disconnected from the chat before an agent could join. We will be reaching out to the case owner at the contact information provided to help them contact our support staff, as we have not made any changes to their account and would need to troubleshoot this issue with them.

      Customer Answer

      Date: 11/10/2024


      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:09/09/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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'm writing the Better Business Bureau today to file a complaint against the company TextNow. TextNow is a free texting and calling app. I have had my number since 2018. It is my personal phone number and I use it daily. Just recently on August 12th TextNow has shut off my number and I have no idea why. I cannot even access any of the texts or call logs. I have filed an appeal with TextNow on the same day. I have not heard back from this company. I have tried to call the phone number listed on their customer support website but it hangs up as it seems this phone number is only to direct you to their privacy policy website and deletion requests. I am waiting on the chat for a representative but it has been over 30 minutes without a response. I would like my number to be reinstated as it should have never been been shut off.

      Business Response

      Date: 26/09/2024

      After reviewing the case owner's complaint, we can confirm that we have reached out to the case owner at the contact information provided to request more information, as we have no chat or email history from the name or email provided, nor were we able to find any accounts using that information. 

      Customer Answer

      Date: 26/09/2024


      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. BBB can close this case as the Text Now customer service agent helped me get my phone number back. 

      Thank you 

      Sincerely,

      ******* ******

    • Initial Complaint

      Date:27/08/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Hello, yesterday August 23rd 2024, I renewed my ******* monthly subscription for 39.99 through the ******* app through ******. My **** app is connected to my ****** and is where the money came out of. I was charged 3 times for 39.99 resulting in a total of 119.97 coming out of my account. ******* does not seemingly have a refund policy besides that there isn't one, so I have contacted both ****** and **** app to see if they can rectify this on their end as my bank providers essentially. ******* has not responded, and I don't believe I'm the only person that is subject to their multiple charges at once. I have posted on ****** this issue to see if there are any other course of actions or just to get *******s attention so they will fix this but so far no luck.

      Business Response

      Date: 12/09/2024

      After reviewing the case owner's complaint, we would like to confirm that we have issued refunds for the three charges mentioned by the case owner. We would also like to clarify that our refund policy is based on data usage, and if the case owner has any problems with charges in the future we invite them to discuss it and our refund policy with us via our live chat at https://************************* or via email at *********@*******.com, along with any other issue they need support with. 

    • Initial Complaint

      Date:13/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought two sim cards over a three month period around June 2024. My ******** is using one phone and I WAS using the other phone as a backup. After paying $4.99 + $4.99 they cut off my phone! My ********* phone is working on her number but mine was cut off! This company gives the lame excuse if the number doesn't text or make calls once a month or don't use it for 8 days it releases the number aka making the company $4.99 for each poor soul that is stupid like me for using their service! Not everyone uses their phones a lot! I'm not pleased at all!! I have made a call when I first received the SIM card. I just applied for another number and it won't activate on the sim card. TextNow app is how it started. Please fix or refund. If it happens again I won't a refund.

      Business Response

      Date: 02/09/2024

      After reviewing the case owner's complaint, we would like to advise that we have reviewed both of the accounts we were able to find and that both accounts appear to have an active SIM card & number assigned. We would also like to clarify that users on our free wireless plan do need to regularly send a text/place a call to keep their account active. We will also be emailing the case owner at the email address provided for more information.

    • Initial Complaint

      Date:06/08/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      This business has been repeatedly spamming my cell phone number with no opt-out option.

      Business Response

      Date: 15/08/2024

      After reviewing the case owner's complaint, we would like to clarify that TextNow has not been contacting the case owner at the number provided. However, it does appear that someone using a TextNow number has been contacting the case owner at that number, and upon reviewing the account we would like to confirm that it was disabled roughly two weeks ago for violating our Terms of Use by sending spam. 

    • Initial Complaint

      Date:29/07/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 remove my email address from there servers and my text now account cannot be shut down please tell them to remove the my email address from the Business I don’t even them any more

      Business Response

      Date: 09/08/2024

      After reviewing the case owner's complaint, we would like to confirm that as per their deletion request, data regarding their account that can be deleted has been deleted.

      We would also like to clarify that as per our privacy policy ***************************************, TextNow is required by law to retain certain records. If the case owner has further questions or concerns regarding this, they are welcome to contact our Privacy team at *******@*******.com

      Customer Answer

      Date: 09/08/2024

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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

    • Initial Complaint

      Date:22/07/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 have been using a text now. com number for at leastj 6 months. I was recently told my number ************ was recently changed. The reason I was given is I never used it. Yet I cannot believe their system did not detect The usage from The onset of me signing up for the program. I had very important contacts I need in the phone book. Can you help. the Number I can be reached at is ************

      Business Response

      Date: 05/08/2024

      After reviewing the case owner's complaint, we would like to confirm that the TextNow number provided by the case owner has not changed accounts recently, and is still assigned to an account that appears to also belong to the case owner. With that in mind we will be reaching out to them at the email address provided to assist them with logging back into the correct account. 

    • Initial Complaint

      Date:08/07/2024

      Type:Order Issues
      Status:
      Answered
      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 want to cancel my plan, it takes me in circles, says it will connect me to a live agent never does I don't want anymore charges

      Business Response

      Date: 24/07/2024

      After reviewing the case owner's complaint, we can confirm that we spoke with them via our live chat earlier in the month and explained that the subscription they have is an in-app purchase and the subscription itself is handled by the Play Store. As a result, the subscription would need to be cancelled on the case owner's end as we do not have the option to cancel it for them, which our chat agent explained as well. We will be reaching out to the case owner to re-explain how to cancel this subscription, although we do also want to note that we are not seeing any additional charges, indicating that the subscription has ended.

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