Complaints

This profile includes complaints for 8x8, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  8x8, Inc.

  675 Creekside Way Campbell, CA 95008-0636

  
• 

  8X8, Inc.

  733 Marquette Ave Minneapolis, MN 55402-2309

  

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:06/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Subject: ************************************************* Cancellation Date Dear 8x8 Customer Support,I am writing to formally dispute a billing issue related to my account and recent service cancellation.On several occasions, I confirmed with your team that my services with 8x8 would be canceled effective June 9th, 2025, and that the final invoice would be issued on June 1st, 2025, reflecting only the charges for June 1st through June 9th, 2025.However, despite these confirmations:I was invoiced for the full month of June, rather than a prorated charge for the partial service period.I contacted your support team again on May 15th, 2025, to double-check this, and a representative assured me that I would only be charged for the days between June 1st and June ****** my surprise, my account was charged the full monthly amount.I have attempted to reach a supervisor multiple times, but have been unable to get a response due to long hold times. At this point, I am requesting the following:A partial refund for the unused portion of the service from June 10th through June 30th, 2025.A written confirmation of the service disconnection date and the corrected final charges.Assurance that no further charges will be made to my account.Please consider this a formal complaint. If this issue is not resolved promptly, I will have no choice but to dispute the charge with my bank and escalate the matter to relevant consumer protection ************ may reach me at ********** Thank you for your immediate attention to this matter.

  Business Response

  Date: 06/16/2025

  Dear *****,
  
  please allow me to begin by apologizing for the delay in getting back to you regarding your complaint, I can appreciate the silence was frustrating.
  
  To address your inquiries:
  
  - a refund of $****** was processed on the 11th of June under reference: C5414731; the specified amount will be visible in your account within 5-7 business days from its processing date
  
  Please find the transaction of the refund below:
  
  Jun 11 2025 09:30:28 AM PDT
  7496594286046791204237
  QB2204835010623 ****** USD
  Success Card Payments - Credit
  ******************************************** **** ******* 8005 MasterCard
  
  - the account was successfully cancelled on the 10th of June (reference C5359496) and you should not receive any further invoices from 8x8 moving forward
  
  Once again, we sincerely apologize for the inconvenience and frustration this situation has caused. Please know that we take your concerns seriously and hope the above answer helps bring closure to this situation.
  
  Best regards,
  
  8x8
  

  Customer Answer

  Date: 06/18/2025

   
  Better Business Bureau:
  
  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:05/07/2025

  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.

  Unresponsive Account Manager Risk of Losing Business Phone Numbers We are in the process of transitioning from 8x8 to another phone provider, and submitted our porting request within the timeline. We had received a tentative porting date for today, May 7th however, yesterday we received confirmation that the porting date was set for May 15th, which is after our contract renewal on May 13th. Since 8x8 only offers annual contracts and does not provide month-to-month options, we are now facing the possibility of having to pay for an entire year of service we no longer need just to retain our ********** avoid this, I have made multiple attempts to reach our account manager, via both phone and email, to request either an earlier port date or a short extension of our services. He has not responded. I also contacted 8x8 support, who informed me that the only thing they can do is open a case for the account manager to reach outwhich has not happened. There is no way to escalate the issue beyond this, putting our business at serious risk.We feel completely unsupported and ignored, and are extremely concerned about losing access to critical business phone numbers. Companies looking to switch providers should be aware of the lack of flexibility and the poor responsiveness of 8x8's account management and customer support.We are requesting approval to expedite the number porting date prior the end of our contract or for 8x8 to provide a short extension of service (just a few days) so that we can complete the transition without being locked into another full-year contract.

  Business Response

  Date: 05/16/2025

  Hello Milena,

  I am reaching out in reply to your recent complaint on the port out date predicament you had.

  I am sorry to hear that you have found yourself in the position to have your account contract renewed for 12 more months due to the porting date change slightly after contract end date.

  Currently, I am in dialogue with your Account Manager to discuss options on how we can go about this and will get back to you via your personal email address next week.

  Best regards,

  Alina

   

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  After being with 8x8 **** for 9 years, it was time to move on. We are a smaller company and didn't need all the bells and whistles. We found a new company and was able to bundle to save a substantial amount of money per month. For a small business, that is huge! Before we cancelled we asked if there would be any fees to cancel, they told me NO. (I should have got his name/badge number etc) We then went through the porting out process which is long and difficult but it finally happened. After all of that was done I then called in to officially cancel. A few days later I received an email saying I owe 8 more months of payments totaling in $1684. Wow, I didn't even know I have was on some sort of auto-renewal and on top of that the *** I talked to said I would be free of any fees when canceling. Out of the 9 years I've been with them I have never got a notification about an auto renewal or contract. I call in to talk to someone but they make it very difficult to talk to someone. They say someone will email me within 30 days. So when I get an email I plea my case and then another email comes back simply saying I owe $1684. This is so disappointing and frustrating.

  Business Response

  Date: 04/03/2025

  Hello *****,
  
  I am reaching out in response to your Better Business Bureau complaint.
  
  First, please allow me to apologize for the difficulties experienced both during the cancellation of the account as well as with porting out your numbers (this can be a lengthy process depending on the gaining carrier rules and regulations)
  
  To respond, 8x8 operates exclusively under annual (or multiple of 1 year) contract terms, and all contracts are subject to auto-renewal. When auto-renewal of the contract is not a path our customers want to pursue, a cancellation request must be submitted 30 days prior to the contract's end date. This is crucial as per the cancellation policy to ensure the account is effectively cancelled before hitting the renewal date.
  
  Upon checking the history of tickets logged under your account, it would appear that the account cancellation request was submitted on the 6th of March which was well within the contractual period resulting in an 8 months Contract Buy Out fee of USD 1,684.88.
  
  As I am sure you can appreciate, contracts of services are set in place to protect both you as a customer as well as the service provider, ensuring fair terms for both parties.
  
  As part of this agreement, the contract includes a set end date, which needs to be respected or formally terminated according to the terms and conditions outlined in the agreement. This helps maintain transparency and ensures that both sides uphold their commitments.

  In conclusion, early termination of a contract will always be bundled up with the adjacent Early Termination Fee (calculated as follows Months Remaining in contract ***************** fees (including taxes and fees)=Contract Buy total( CBO)/
  
  8months x $USD ****** =USD 1,684.88)

  I can appreciate the response may not be what you expected to hear back from us and apologize I cannot advise any other way.

  Best regards,

  8x8

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23110690
  
  I am rejecting this response because:

  1) Before the porting process my new phone **** and I called 8x8 and asked if there will be any charges if we cancel, we were told NO. We both heard it and remember him telling us that. Other than that, I have no proof of what he told us, but he definitely told us that. 

  2) Being with 8x8 for nine years I have never been told, notified, emailed or communicated with that there was an automatic annual renewal. I don't even know what time of year it happens. For that reason I find it completely fair that you let us cut ties with you and your so called contract (that I have requested to see multiple times) and have yet to see this "contract". The statement you provided is far from a contract. Please, just let us go! We gave you 9 year.  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 04/14/2025

  Hello *****,

  your Contract Buy Out fee waiver request was filed under C5367873 and you will be contacted on ***************************************************** concerning the next steps.

  Best regards,

  8x8

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23110690
  
  I am rejecting this response because: Your response sounds promising but I don't want to accept it until the request is approved. As of now it is only a "request was filed under C5367873". Once approved along with paperwork I will then accept it. 

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

  Business Response

  Date: 04/23/2025

  Hello *****,

  I am pleased to advise that your Contract Buy Out Fee of $1,684.88 was waived.

  I hope this satisfies your request but if there would be anything else we can be of assistance please do not hesitate to let us know.

  Best regards,

  8x8

  Customer Answer

  Date: 04/23/2025

   
  Better Business Bureau:
  
  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:01/15/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  In July 2024, ********************* completed a asset sale of **************************** and their sister company *************************. The phone services provided by 8 X 8 were not a part of the acquisition. 8 X 8 had one contract with *** and one with ***. The *** expires on 01/18/2025, we notified 8 X 8 of the non renewal of the contract and they sent us a bill for $14,420 for another year. When we questioned this charge we were given a link that does not open and the ** *** went radio silent.We are asking the BBB to help us make contact with 8 X 8 to make that these contracts are cancelled before we remove the credit cards on file and notify 8 X 8 to try and collect from the previous owners who have moved on.Our case numbers for our communications are ******************** The ** ***s we have been speaking to are ***** ******* and ******* **************** feel that the company is ignoring our communication attempts so the contract will roll over.

  Business Response

  Date: 01/17/2025

  Hello ******,

  I am sorry to see that you were put in  the position of raising a formal complaint for this.

  I hope the below resolution will help conclude the matter:

  ****************************** - the cancellation fee was waived and the cancellation is taking place on the 17th of Jan.
  
  Water Equipment Technologies* - the account will be cancelled on the 13th of Feb. without any contract buy out fees.
  

  * I note that in your BBB complaint you are referring to Water Treatment Technologies but the reference you also indicated, C5279105, is under Water Equipment Technologies so I have treated this as a typing error assuming this is the account you refer to. Upon also checking our entire account data base I could not identify an account named Water Treatment Technologies so I am quite certain you were referring to Water Equipment Technologies.

  Best regards,

  8x8

  Customer Answer

  Date: 01/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as the cancellations do go through.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/05/2024

  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 contacted company and spoke to **** regarding a debit of $67.68 that was pulled out of my Bank of America account. This amount is $10 higher from which i subscribed when enrolling. I asked why was the price change 1st **** replied that the company had gone up in pricing. I informed him that I had not received notification in writing or email. I advised him that my monthly payments have been $57 for last 4 months. Then he stated it was a late payment from July 2024 again I was not notified of $10 late fee when I called in payment I was denied a refund, When I requested to speak to manager **** said there was not one to speak to. He was rude and over talking me the entire time. He repeatedly ignored my request. So I asked for a $10 credit he said no but when I assured him I would file a grievance then he said well let me check left me on hold for long period of time without checking back. When he finally got on the phone I explained how Im not happy with service he asked if I wanted cancel account I let him know that I wanted to speak to a manager regarding services again denied my request and said Im going to give you $10 off next bill. I explained that at this point its not about money I want to delete my credit card and file a complaint he said well its nothing else I can help you with and hung up

  Business Response

  Date: 08/13/2024

  Dear *****,
  
  I want to personally apologize for the experience you had with us recently. At 8x8, we take pride in delivering exceptional service, and its clear that we fell short of that expectation during your interaction.
  
  Please rest assured that we have already taken specific internal measures to address the issues you encountered with the billing ****
  
  Regarding the circumstances that created this situation, your account seems to have had past-due balance, and since the payment was processed after the 15th of the month a late fee was applied.
  
  Reference *********** shows that a credit good will gesture was already applied to your balance as a one-time only exception.
  
  We value your business and hope to have the opportunity to serve you better in the future.
  
  Thank you for bringing this to our attention.
  
  Best regards,
  
  8x8

• Initial Complaint

  Date:07/30/2024

  Type:Order 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 have opened tickets and tickets with them. Since June 24th we have not been able to send or receive messages from our clients. Their customer service is terrible. Their responsiveness is terrible. They cancel out tickets. I do not know how they can stay in business with the lack of servies they provide.

  Business Response

  Date: 08/02/2024

  Dear ******,
  
  Thank you for getting in touch and sharing your concerns. 
  
  I sincerely apologize for any inconvenience you have experienced. We value your feedback and understand that the process was not clear, causing confusion. We are committed to resolving this issue as quickly as possible. 
  
  We have successfully resolved most of the outstanding ***-related issues and are currently working through a backlog of open campaigns. We have improved our processes and relationships with our partners and carriers to expedite this resolution.
  
  This being said, the final approval for an *** campaign comes from the Direct Connect Aggregator (DCAs), DCAs are the companies that provide direct connectivity to mobile carrier gateways for the purpose of delivering *** messaging. Unfortunately, we cannot accelerate their approval process. What I did was to send them a nudge that signals that your campaign is in an "pending approval" status for an extended period of time and would require timely review.
  
  Lastly, I have checked your case history for premature closures. I can explain what happened: it would appear that you had opened multiple support tickets for the issue at hand. In this situation, support will mark these as duplicates against the ticket that was created earliest. On this occasion the first ticket you have created to address the *** issue is C5067433 -this is still active and worked on.
  
  I hope the above helps clarify your concerns. I do appreciate that this isn`t entirely the answer you were hoping to receive but remain confident that your *** campaign will soon be approved.

  Best regards,

  8x8

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My *** service has been down for 5 weeks now, and I'm still waiting for carrier approval. Despite numerous calls and online chats with 8x8 customer service, I keep receiving the same response: "Your case has been escalated to the *** support team, and they will send a nudge to the carrier." No one has bothered to call me back to follow up on my case, and I am forced to wait online for chat support as I can't reach anyone over the phone. I am incredibly frustrated with this situation and cannot continue playing this waiting game every day! If my issue is not resolved by the end of this week, I will have no choice but to switch to another provider and pursue legal action against your company for the significant damage this outage is causing to my business.

  Business Response

  Date: 08/01/2024

  Dear *********************************,
  
  Please allow me to begin by stating that I appreciate how frustrating it must be to suddenly not be able to utilize SMS and to have this situation extended to 5 weeks. I do apologize for this experience and would like to explain the background of why this happened.
  
  Firstly, I would like to state that your campaign is now approved, and you number as well as reception number and a couple of other numbers are already assigned to the campaign so you have full usage of the service now.
  
  To explain the context, please note that all business-related SMS/MMS messages sent by any 3rd party application, including 8x8 Work, are now classified as Application to Person (A2P) traffic. This is due to a series of regulations and best practices put in place to ensure commercial messaging over SMS is secure for customers. Mobile phone service providers (examples: AT&T, ****************** etc) have taken strict action to control the type and quality of A2P messages that their subscribers receive.
  
  Please check this out for more details:
  
  ********************************************************************************************************************

  Best regards,

  8x8

  Customer Answer

  Date: 08/05/2024

   
  Better Business Bureau:
  
  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:06/28/2024

  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.

  My SMS system is not working for the past 1 week which is a great disruption to my business as customers rely on me responding to their messages and making appointments. I have already lost one client due to this. I did not even know it was not working until a customer contacted me via phone call and said they didn't receive any messages so I had no idea because there wasn't even an error message. I had used the live chat support and followed the instructions given to fix the issue. I was told it can take 24 hours to resolve. Well, 4 days later and it has still not been resolved even after I escalated the issue to a supervisor. I tried calling the technical support line multiple times and no one answers. Their responses have been slow so I am basically paying for a service that is not even working all week.

  Business Response

  Date: 07/05/2024

  Dear *************************,

  This message regards your 8x8 Support case C5070267 which also constituted a Better Business Bureau complaint object (cannot utilize SMS Service)

  It is my pleasure to announce that 8x8 has seen the backlog of number provisioning events completed and all customers should now see full outbound SMS text messages capabilities for eligible ,enabled and campaign assigned SMS phone numbers. 

  I have checked your campaign status in Admin Console, it is activated, and your number is assigned to it and enabled for SMS so this issue is now resolved and you can utilize SMS.

  We do apologize it took so long to have this fixed for you,

  Best regards,

  8x8

• Initial Complaint

  Date:05/30/2024

  Type:Sales and Advertising 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.

  8x8 charged an unusual amount on our credit card April 1, 2024 claiming that we needed additional phone lines for a lower rate. After over 15 years with this company, we never had such a contract and did not expect this unusual bill. This company, as many have complained, over bills without explanation including charging for unused accounts. We are hereby requesting a refund of $1,497 back to our credit card.

  Business Response

  Date: 06/07/2024

  Dear *****,

  We have received your complaint and would like to begin by apologizing for this situation.

  Our billing team is currently looking into this for you under reference C5046577.

  Rest assured, we will get to the bottom of this.

  Best regards,

  8x8

• Initial Complaint

  Date:04/19/2024

  Type:Product 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.

  ********************* completely disputes the early termination charge being assessed by 8x8. We have been communicating with 8x8 since July 2023 when we cancelled our service because ********************* was on a month-to-month contract and is not liable for any early termination fee. On several occasions we received verbal confirmation from 8x8 that we do not owe this fee, and then we received an invoice again with no acknowledgement of our dispute or previous communications with them. There appears to be absolutely zero coordination nor communication within the 8x8 staff to resolve this matter. We went back and forth with 8x8 many, many times from July through September 2023 and in September 2023 received a harassing demand letter from 8x8. We again provided copies of our contract and communications with 8x8 and asked for a phone meeting to discuss the matter. 8x8 refused to have this conversation and we heard nothing more from them until April 2024. On April 4, 2024 we received our first communication from 8x8 in several months, this time from a collection agency stating that we owe payment for invoice ******* for $4,628.00 as an early termination fee.On April 9, 2024, ****************, who is on the team at 8X8 and in charge of our case reviewed our initial order and acknowledged page two of the original order does indicate month to month renewal. He agreed with us that our contract states that after the 38-month term ********************* should have been on a month-to-month basis and therefore, not subject to any early termination fee and he said he would get back to us after talking with is superiors. A week has passed without any updates from Jagoi.On April 17, 2024, we received another email from collections. This situation is getting really frustrating as 8x8 wont actually talk to us or resolve the matter but continues to send demand and collections notices, for charges that we are not liable for.

  Business Response

  Date: 04/30/2024

  Hello ********,
  
  please allow us to begin by apologizing for the late revert.
  
  Upon looking into your account, we can confirm that 8x8 closed the collections case and you do not owe Contract Buy out Fees.
  
  I would also clarify that 8x8 will no longer pursue collections - the account was removed from collections as well.
  
  Best regards,
  
  8x8