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Business Profile

Computer Software

Salesmsg
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:09/04/2024

    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.
    I pre-purchased calling credits in advance from this company and ended up with around 63k in credits after being on auto pay for probably over a year. I recently got an email from them explaining that I was being forced to upgrade to their 2.0 system after using their 1.0 system for many years. I was also notified that my credits would be expiring on 8/31 if I did not upgrade to their 2.0 system. I tried to upgrade but had nothing but problems as the system would not accept my payment after trying multiple times. All communication attempts with them on the chat option were very very slow to respond- and would usually respond well after I had shut down my computer for the day. After calling and leaving an angry VM and then trying to chat them again I finally received a response from ****** and he was open to having a Zoom meeting with me which I appreciated- but during the call I discovered that my credits had actually already expired and they were simply offering me to buy them again at a discount!!?? I told him I did not appreciate the fact that the 12 month expiration on the credits was NOT clearly explained to me ANYWHERE especially back when I first signed up. I also never received any communications about them actually expiring. I believe this to be a very malicious business practice and feel they need to either credit me back in cash or make my credits available again without a monthly fee attached (as I have already paid for everything in advance!) In the gift certificate world, the CARES act was enacted to prohibit these types of practices as they were deemed to be scammy behaviors. I believe this also needs to be addressed with pre-paid phone usage credits as well. I intend to notify the *** as well as the **** if a resolution is not met.

    Business Response

    Date: 09/04/2024

    This isn't a customer of ours. Seems they are referring to another company. We didn't have any promotion with expiring credits and we don't have an ****** on our team. 

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