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:06/28/2024

  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

• Initial Complaint

  Date:02/29/2024

  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.

   
  Complaint: 21356385
  
  I am rejecting this response because: Your company is removing the reviewx I have posted regarding them. They have removed me from posting on their ******** page which is illegal. I am allowed to post reviews regarding a company WITHOUT them removing me. As I stated I will continue this venture so that others dont fall for your tricks. When I booked the order I was not told about any ADDITIONAL FEES ($90). The order clearly stated SMS was INCLUDED in my order/booking WITH NO ADDITIONAL FEES.I wasted my time 3 years ago with your company and was told by upper management that your problens would be fixed. 3 years later NOTHING has changed. Other potential customers should know what company you truelly are. I understand the contract stated you have 30 days to cancel but if I booked and cancelled within a few hours Id expect something different. Your agent said an agent would contact me within 24 hours but 48 hours went by without a word from your company. 3 days and no response until I had to send out messages to Linkedin, Twitter, ********, your online portal, and 3 different email address for your customer support office. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/06/2024

  Dear *******,
  
  Please allow mw to first apologize for the negative experience you have gone through.
  
  1. Regarding SMS campaign registration costs; indeed, in order to be able to utilize SMS services, you will be required to register your business number with campaigns. 
  
  By registering, you validate your company to ***************** messaging ecosystem, which will: 
  
  - Ensure your messages get delivered to your users and customers.
  - Avoid potential disruption to your business operations with messages being blocked by US carriers.
  - Avoid any potential carrier-imposed fines that 8x8 might have to pass to you due to your unregistered usage.
  
  As you already found out, the registration fee is of $89 USD.
  
  2. 8x8 has a cancellations turn around time of 30 days regardless of whether the account was activated for a period of 30 minutes or if the complete contractual period was completed. This being said, upon receiving escalations from multiple channels including ******** and various ******************************* Platforms (such as Trust Pilot and Consumer Affairs) regarding your wish to have this cancelled sooner we immediately obliged. Your requests to cancel your account was submitted on the 26th of February  and completed on the 29th of February under reference C4919252.
  
  3. The reference allocated to the refund is C4922167 and it is currently being processed. We have worked towards speeding up this process for you as well so please expect the refund to show on your credit card between 3-5 business days from today, the 6th of March.
  
  I trust that the above will help closing the loop.
  
  Best regards,
  
  8x8
  

  Business Response

  Date: 03/13/2024

  Hello *******,

   Thank you for reaching out to us and expressing your concerns regarding the removal of your comments from social media. We truly appreciate your feedback and understand your frustration.

  We want to assure you that we take all customer feedback seriously and value open communication. Our team regularly monitors our social media channels to ensure that all comments align with our community guidelines and standards of conduct. In some instances, comments may be removed if they contain inappropriate language, personal attacks, or sensitive information.
  
  However, we understand that your comments were intended to share your experience and provide constructive criticism, and we apologize for any inconvenience caused by their removal. 
  
  Under latest U.S. wireless service providers regulations, we need to register our customers' Brand and Campaigns with *********************, and then associate their ***/MMS enabled phone numbers (10DLCs) with those campaigns.In reviewing the offer you were presented with from sales, it appears that there may have been a lack of clarity regarding the *** campaigns registration fee. While we understand that misunderstandings can arise, we know that it's essential for both parties to have a clear understanding of all associated costs upfront and already made steps to ensure that all fees and charges are explicitly outlined.
  
  I would also add that that 8x8 has not charged any *** registration fee from you.
  
  I`d like to again apolgise for the situation and hope the above helps clarify and bring closure.
  
  Best regards,
  
  8x8

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21356385
  
  I am rejecting this response because: Nothing has changed. No where in the contract was it included that Id need to do another step for SMS. In the email I received from your agent I was offered multiple plans and each plan has SMS. I wasnt told by the agent that there was an additional cost thats why he gave me a number to call. Im rejecting your response because again nothing has changed. I am still not allowed to post on your FB feed. The only reason I had to waste my time contacting other sources like FB, ******** linkedin and others was to get your attention. No one contacted me, no one helped. I was constantly sent to another agent. I wasted so much time on dealing with all your agents. Others should know what your company is like. 3 years ago I told you I went through the same problems and a boss from your CA office called to apologize and to fix the problems. NOTHING WAS CHANGED. You need to be accountable for your actions. Im sick of companies like you opening and destroying honest hard workers. You scammed me and you know it. You lied on your webpage, you lied in your contract and you moved me around to different agents so you wouldnt deal with the problem. I am a problem and I will bring you h*** for the wasted time I went through. I will not be bought out or shut up to make your company happy. You need to pay for what you have done. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/15/2024

  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.

   
  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,
  
  ***********************

  Business Response

  Date: 02/16/2024

  Dear ********,
  
  We are getting back to you regarding your recent unpleasant experience with returning to 8x8 after a hiatus with another provider. 
  
  Please allow us to begin by apologizing for all the frustration caused during the porting process and *** Campaign Approval. We did receive a number of emails from you on the 13th of February so we can definitely understand you were upset.
  
  The reported porting issues as well, the *** enablement and fax problems are now resolved as follows:
  
  reference ID: ******** - *** enablement - ********************* discussed with support on the 14th of February, tested the *** functionality and confirmed it is working. 
  
  reference ID: C4900875, in your discussion with one of our support reps, you have also verified that *** is functional
  
  reference ID: ********, confirmation that the numbers **********************4, 3175699720, 3176498464, 3178190493, 3178190977, 3178190978, 3178531292, 3176699883, 3176699903, 3176881029, 3176881597, 3176881677, 3176897138,3179327925,3179327928,3179327931,3179395222, **********) have been released and porting request has been submitted.
  
  reference ID: ********, the Line Number Porting team confirmed all above numbers have been successfully ported on the 13th of February; the email address that received this communication is ******************************
  
  
  reference ID: ********, the fax issue or ext. **** was confirmed resolved by ********************* via phone call with an 8x8 support engineer
  
  
  This being said, we would like to apologize once more for the inconveniences and are optimistic that we will provide a smoother experience moving forward. 
  
  Best regards,
  
  The 8x8 Team
  
  

• Initial Complaint

  Date:02/08/2024

  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.

  URGENT! 8x8 is not properly forwarding calls in the app. Their support team replicated the issue with the test number of ************ but has never fixed it. This is resulting in damages of thousands of dollars, so it is urgent that someone calls me at ************ to discuss.

  Business Response

  Date: 02/16/2024

  Dear *****************************,
  
  I am reaching out to you in response to your Better Business Bureau complaint regarding the call forwarding rules.
  
  Troubleshooting of this issue is documented in the 8x8 ticketing system under reference C4891701.
  
  Due to the technical nature of the issue, several tenured Tier 2 engineers have been working on this case. In addition to this, 8x8 facilitated both a manager and a director reach out to you on the 2nd of February.
  
  Upon checking the ticket`s timeline, it would appear that you have advised that support can resolve the ticket on the 15th of February which support did. Shortly after, ***** -the impacted user- reopened the ticket to infom the issue still lingers but that she will not be available for troubleshooting as she would be out of town.
  
  At the present moment, the ticket is in a "Pending Customer Response" status until ***************************** is available for troubleshooting once more. The 8x8 support team is keen on fixing this for you but we do need the end user to be available for troubleshooting.
  
  We are looking forward for *****`s reply once she is back so that we can resume work on this ticket.
  
  Best regards,
  
  The 8x8 Team

• Initial Complaint

  Date:01/16/2024

  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.

   
  Complaint: 21119638
  
  I am rejecting this response because you have not provided a valid response to issues that prevented us from cancelling prior to the auto renewal.

  - Forcing us to only cancel through our sales rep and no knowledge of the sales rep

  - Timing of your porting process pushed us past the auto renewal. 

  - An ability to promptly respond to multiple attempts to the unknown rep, support channel, manager, and backup cancellation team.    Your team still will not hold a meeting to discuss the fees to this day. 

   

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

  oogling their support number and calling. The next month we were invoiced the full amount for the services. I thought it might just be the last billing cycle but reached out to their support. Support stated that our account was auto renewed a month prior and the account is still with the cancellation team and we would be hit with a contract buy out fee. This is unacceptable as we had no sales rep and the person they assigned who I had to cancel with did not respond. Additionally if the porting length impacted our ability to meet the renewal date that we were unaware of a month prior. The "sales rep" has finally responded after many attempts via their support cases that 8x8's cancellation team has the case and that they will handle it. There is no way to contact this "team" (even though they are a phone company) and only respond via email. 8x8 should waive the contract buy out fee as the request was finally put in less than 30 days from the renewal and we couldn't hit due to porting

  Business Response

  Date: 01/23/2024

  Dear ****,
  
  We are reaching out to you regarding your recent Better Business Bureau complaint about your account cancellation request. Please allow me to begin by apologizing for this situation as I can imagine how upsetting this must be for you.
  
  An ample investigation took place where we looked into both your Sales Representative`s stance on this as well as into the 8x8 cancellations terms and conditions.
  
  From discussing with your Sales **** ******************************** it surfaced that he was reached out to regarding your cancellation request on the 15th of December (already within the renewal period). Sales tried assisting even further and engaged with you over the phone with pricing designated to match or even beat out what pricing you already have established with your current VOIP provider but unfortunately all of these attempts were declined and in the end it became very clear to us that you were keen on cancelling.
  
  We also could not find any attempts of a cancellation request ticket being raised with any customer facing team here at ********************** regarding your decision to cancel this account that would have happened prior to 30 days before the renewal.
  
  Finally, considering all of the above and in accordance to the 8x8 terms conditions <**************************************************************************; ********* 2.1, 2.3.1, 11& 12) contract fees will be charged in the amounts listed below.
  
  The fees associated with this cancellation are:
  Months Remaining in contract (9)
  X
  Monthly service fees including taxes and fees ($USD 3,177.76)
  =
  Contract Buy Out fee amount ($USD 28,
  
  We do apologize for not being able to provide the answer you were hoping for but based on the thorough investigation detailed above the Contract Buy Out fee cannot be waivered.
  
  Best regards,
  
  8x8
  
  

  Business Response

  Date: 02/05/2024

  Dear ****,

  We are sorry to learn that our previous communication did not help clarify the Contract Buy Out Fee.

  To continue, we would add that we analyzed the cancellation request you placed once more in order to make sure that all details are considered and that nothing remains overseen.

  This being said, we have noticed that the porting process was initiated in November; unfortunately, that was already within the 30-day cancellation window prior to Renewal. The latest day  for the cancellation to request to be submitted was the 16th of October or earlier and as such the date when you have started the porting procedure was past the last cancellation day before renewal.

  Furthermore, as discussed with your sales rep. we would like to outline that the cancellation of the account is not contingent on the Sales Rep's intervention for cancellation to occur. A written statement sent to 8x8 30 days before the renewal date is enough to cancel the account. 

  We have searched for requests to have the account canceled that you may have submitted prior to the cancellations window and could not locate any. If you can however source a time-stamped statement of a cancellation request raised to 8x8 prior, please do let us know (you can post it on case ID ******** or as a reply to this complaint).

  A cancellations specialist will also reach out to you in order to discuss the Contract Buy Out fees.

  Best regards,

  8x8