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Business Profile

Telephones

Freephoneline.ca

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 15 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:13/09/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 2014 I purchased an one-time voip unlock key credentials ($50) from Freephoneline.ca,
    a voip company owned by Fongo (fongo.com). I also paid to port in a phone number ($25).
    By that time until now, 911 calls were subject to a $35 fee:



    I received an email on July 24th stating that starting on October 1st, 2024, there will be
    a new fee for 911 services and I'm not entitled to opt out. They need a valid credit card
    otherwise both credentials and number will be cancelled upon failed payment.

    I sent them an email and had their feedback:
    "Since we provide phone service to you, we’re legally required to provide access to 911
    emergency services, which we incur costs for. Unfortunately we cannot remove 911 service
    from your account/service.".

    Fongo should prove that the fee is actually related to emergency services. Simply labeling
    a fee as for emergency services is a recipe for abuse. Moreover, several provinces do not
    require a fee.

    It seems a breach of their original announcement which is frequently modified to fit their
    goals as remarked in the following threads:


  • Initial Complaint

    Date:13/09/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    Dear BBB,

    I am writing to file a complaint against Fongo Inc. (operating as Free Phone Line, https://*****************.ca) regarding a newly introduced fee for existing customers.

    In 2011, I signed up for their free phone line service. This service involved a one-time fee for a permanent phone number with the understanding that there would be no additional charges. The company website (link above) still states there are no ongoing fees associated with the service.

    However, in July 2024, Fongo announced a new mandatory $1.99 monthly fee for access to 911 emergency services for all existing and new Free Phone Line customers, effective October 1, 2024. (Ontario does NOT charge fee to providers to access 911 system)

    I believe this new fee violates the original terms and conditions of my service agreement, which promised a free phone line with no recurring charges.

    FreePhoneline/Fongo should honors its original agreement with existing Free Phone Line customers who were promised a service free of recurring fees. Thank you for your time and attention to this matter.

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

  • Initial Complaint

    Date:06/09/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    Way back in or about 2007 I signed for an advertised service called freephoneline.ca. The agreement and advertisement stated that this service was free forever. There was also an option where if I paid a fee, I would receive a PIN code that would allow me to use a stand alone voip box, instead of the lower level of service which be using the desktop computer program, where calls would be made via a headset and microphone. Regardless of my choice, the service statement was the service was totally free forever. As a side note, this company has recently announced that they will discontinue the desktop version of the service in 2025, which does not include my current service. Here is my complaint. A few months ago, I started receiving emails which stated that I had a zero balance owing, but it also was an itemized list of my services. Then a month ago, I received an email stating that effective October 1st 2024 I would be paying a $1.95 fee per month and if I did not update my payment details, they would unilaterally cancel my services. Since almost 20 years ago, I paid for the voip unlock code, and based on our agreement, I figured that my voip service would be free forever. What I am stating is 100 percent correct! I have attempted to contact them, and it is impossible! They don’t offer any kind of method to contact them. I use the voip phone service every day, and if I am forced to pay the monthly fee, I will under duress. However, since these invoices that I have received show an itemized list, what’s next? I need your assistance please! The number that I have listed, ************ is my voip number provided by this company. You can either email me or call me. Thank you so much.

  • Initial Complaint

    Date:20/08/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    On July 24, 2024, Freephoneline sent an email and said that there will be a $2 price increase starting on Oct 1, 2024 for a 911 fee.

    This service offers a free phone line as long as I pay the relevant one-time fee which was a VOIP unlock key fee.

    As indicated in their FAQ (which I have uploaded in the docs), it indicates that there are no other hidden or miscellenous fees assocated with this service as long as relevant fees are paid.

    Now they have introduced this mandatory fee where there is no option to opt out.

    This is a violation of their Terms & Conditions and what they had promised on their FAQ.

    My resolution is that they need to drop the 911 fee of $2/month.

  • Initial Complaint

    Date:20/08/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 paid for a lifetime Fongo Freephoneline in 2017 - VoIP Unlock Key, with no additional charges; company is now trying to force me to pay additional monthly fees, breaking their contractual agreement.

  • Initial Complaint

    Date:16/01/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    Freephonline.ca has blocked my number twice last year once early in the year and again later I believe started in November. When they block my number the first time an email was sent with instructions telling me to use their online app to unlock my number, I made a call and was able to unblock, but they did charge my account $5 from funds I had put in for long distance dialing and told me the charge was do to my dormant account. They again blocked my number in November charged me another $5 and said that it was a dormant account I had not used. Another email was sent instructing me to use their online app to make a call to unblock my number. I tried to unblock by using their online app, didn't work. I sent a complaint a few weeks later to *******@*****.com; they suggested I needed to make changes on the settings of my SIP device. I did, when I wrote to them and asked them why my number was still blocked; they told me that I had to change the settings again and provide them with pictures and I did. They have yet to unblock my number and have again withdrawn money from the funds I put in for long distance calling telling me I have dormant account. My account is dormant because they have my number blocked. I originally had purchased freephoneline.ca about 12 years ago and paid them a fee for a lifetime use. I need this resolved can you help.

  • Initial Complaint

    Date:15/01/2024

    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 signed with them for a home line and they said will port my former number from Rogers.
    I need the number as all my accounts are link to it and I can't access bank, and evrything else if the number is not mine
    They sent an email Saturday saying they can't port the number, because Rogers doesn't want to. But this is false statement as Rogers already send an invoice with the mention that the number is removed. I sent that invoice to ***** and they are insisting the number can't be ported after initially they said will do it
    I really need my number ********** ported.

    Customer Answer

    Date: 07/02/2024

    The complaint was resolved by the company, please close it, They were able to port my old phone number.
    Thank you very much
    BEst regards,
    ******

  • Initial Complaint

    Date:06/07/2023

    Type:Order Issues
    Status:
    Unanswered
    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.
    Company has not returned voicemails, emails or formally accepted my cancel request to end services.

    Company has continued to debit $65 per month after 2 months of being in a new residence and using a different providers and 4 requests to end services.

    I am also using a different provider because Fongo said they would “look into” being able to provide service to my new area code as they couldn’t see it in their system and never did:

    They said they’d get back to me in 24 hours and when I didn’t hear back I called. They said they were still working on it and need another day. Then nothing for a week and when I got the update it said they wanted to talk and still needed to look into it.

  • Initial Complaint

    Date:31/05/2023

    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.
    On May 9. 2023 I signed up for Fongo Home Phone from Freephoneline after the latter downgraded the quality of their phone service. Fongo and Freephoneline are the same company.
    When I received the invoice I noticed an incorrect, unknown address where I never lived and that's why I never gave them. I notified them the same day. I even tried to go to the incorrect address (the street is next to us) to ask the residences there to notify us if the phone adapter had been sent there by mistake. It turned out that address did not exist. Since then I have been written to Fongo almost every day asking them where the phone adapter was, where they sent it. I never got answers to my questions. Most of the time they don't react. They unreachable by phone and never call us back when we leave a voice mail. Sometimes they email us about receiving my request, merging my request with the previous one, advising me how to change address in my account and lately asking me to reboot the phone adapter which they never sent to us. As of today May 30. 2023 we still have not received the phone adapter. It is essential us to have a landline phone service ***** *** ******** *** ***** *** **** ******.
    We paid to the service $66.44.

    Customer Answer

    Date: 23/06/2023

    Fongo/Freephoneline sent the phone adapter after a long delay without any explanation or apologies..

    There is still minimal contact with the company, ***** ******** ******* ** ***** ** **** but at least the service is operational now.

    Many thanks for your involvement, it might have helped resolve this issue.

  • Initial Complaint

    Date:10/05/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Fongo phone company advises not to contact phone provider presently utilizing when making a number change request from one provider to another.

    They cannot figure out how to change my number and accusing me of giving the wrong info, and then advising me to contact my phone provider.

    I want a refund, when purchasing, there was no disclosure of not being able to refund.
    *** *********  I want my $47.34 back

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