Business Profile

Internet Services

Lingo Communications, LLC

Headquarters

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Complaints

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

Customer Complaints Summary

145 total complaints in the last 3 years.
22 complaints 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.

Initial Complaint
Date:03/20/2024
Type:Billing 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.
Had been using this company since it bought the previous company. I never had a late payment. They lost my monthly payment in July 2023. Received a Suspension Notice 8/13/23. I called their number and spoke to an operator who was from an overseas office. I Received a Service Termination Notice on 9/2/2023 for termination on 9/11/23. I cancelled my local land line, so I did not need their services. I called again on 9/12/23 and explained everything to "******", who tried to tell me that my previous call was "dropped". It was not dropped, and I was very clear. Every month since then I have received a "Final Notice" stating "Lingo wishes to avoid denying and/or disconnecting the services provided to you" even though they terminated service of 9/11/23. Every month I have responded with this same information. After reading all of the other complaints listed on the BBB website, this appears to common.
Business Response
Date: 03/21/2024
We have reviewed the account and see that we did receive a partial payment on 7/06/23. A suspension letter was sent out on 8/13/23. We received a call from the customer on 8/25/23 stating that a payment was mailed for the amount due on 7/25/23 but that payment had not been received. The suspension was processed on 9/01/23. A letter advising of full disconnect without payment was sent on 9/02/23. We received a payment on 9/05/23 which closed out the collection activity on the account. The customer called us on 9/12/23 requesting to disconnect the account and that request was processed on 9/19/23. We received an additional partial payment on 10/03/23. I did not show that the account was credited back to the original date the customer requested to close the account on 9/12/23 so a credit of $10.35 has been added to the account. The customer is responsible for the remaining charges of $44.92 as they were charges incurred prior to his request to disconnect the service. If the customer can provide us with a copy of the front and back of the check that cleared their bank for the 7/25/23 payment, we will be happy to remove the balance on the account. That verification can be sent to ****************************************** for processing.
We apologize that the customer feels this way.
Customer Answer
Date: 03/25/2024
Lingo lost my payment mailed on 7/25/23, in the amount of $ 37.46. I made my August payment on 8/27/23. Then Lingo suspended my service, which I cancelled on 9/12/23. I paid my pro-rated portion of the September payment on 9/28/24 which covered 9/7/23 to 9/12/23.
Lingo is attempting to add the balance of their September invoice onto the payment that they lost. Lingo provided no services since I terminated my land line on 9/14/24, and *******'s billing also ended that day.
Lingo's statement about providing copies of the front and the back of the lost check makes no sense. They lost it, so it was not returned to my bank.
The stop payment fee for the check is $ 30.00. If Lingo wishes to credit that amount, I will pay the $ 7.46 balance to end this matter.

Business Response
Date: 03/25/2024
We will be more than happy to credit the account for the disputed amount, but since we have not received the payment, nor has the customer provided any confirmation that we have deducted that amount from his bank account, we are not able to remove the disputed amount. If we receive confirmation that we withdrew that amount from the customer's account via a copy of the front and back of the check, we will gladly remove the disputed amount. I apologize that this is an inconvenience, but at this time we have nothing to show that we have received the disputed payment or that it was taken from the customer's account. We cannot issue a credit for a stop payment.
Customer Answer
Date: 03/25/2024

Complaint: 21462300

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:02/12/2024
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.
Our phone line was disconnected by Lingo without any warning we had not paid our bill. No one called. No one emailed. Just turned our line off. We immediately contacted the company and paid the unpaid balance and were told our phone line would be turned on in 72 hours. It has now been over that time and our business line is still disconnected with no communication from Lingo on when it will be reinstated. We are losing revenue because people can not call us in orders. And our customers are concerned our line has been disconnected. This is extremely frustrating and has not been dealt with professionally in any sense from Lingo
Business Response
Date: 02/15/2024
Our apologies for the delayed response. We have been working to restore service to the lines that were not working. We have confirmed with the customer this morning that the service is now working.
We sincerely apologize for the inconvenience. We have issued a credit of $72.03 for the time without service.
Customer Answer
Date: 07/30/2024

Complaint: 21279199

I am rejecting this response because:In February Lingo cut off our business phone line because of missed invoices. We weren't getting them in the mail from **** because of their issues as a mail carrier. We never even received an email or phone call to warn us of the issue, even though they had that on file. One day they just cut it off. It stayed off for OVER a week and we lost business as a result. From that experience I decided to switch phone carriers. I called in advance to understand what I needed to do to finalize our cancellation process. A customer service rep said, "Oh just call us when you're ready to cancel and you'll just have to pay for past months' services rendered until your cancellation date." We did that but now they've told us we have to pay for our phone service for THREE MORE MONTHS - even though we don't use the lines (we ported 2 to our new carrier). They admitted an issue on THEIR end but somehow we're still being held responsible to pay until they get their internal issues sorted. How is this legal or ethical business practice?

Sincerely,

***************************
Business Response
Date: 08/07/2024
We have reviewed the two lines in question and see that the disconnect was not completed for those two lines. We have corrected the issue and backdated the billing. The 8/17/24 invoice will clear the balance. We apologize for the inconvenience.
Customer Answer
Date: 08/07/2024

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 under the following conditions:
Lingo admits their error in the final termination / disconnection process and ensures we're not charged for their error and any previous billing will be addressed as it relates to that error.
I'd expect to see a credit in August for erroneous billing when we called to cancel our service in June. If not, I'd expect to see language stipulating the reasons why we continue to pay for a line we terminated.

Sincerely,

***************************
Initial Complaint
Date:01/05/2024
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.
On Dec. 13, 2023 our business phone line stopped working correctly...we decided to go to VOIP with a different company. They assured us that it was no problem to port our current phone numbers over and we would be working again in a few days. We have been without our phone since then...it's Jan. 5th, ****. We are a small business and we are LOSING business because Lingo Communications will not allow our numbers to be ported out. When I call them, they say there is NOTHING wrong, our lines are not disconnected and there is no issue. The new company gets a rejection stating our lines have been disconnected and our account is not active. (yet I've paid the ***** This has happened 5 times. Lingo is not communicating with us or helping us figure out what is wrong. We have called multiple times and left messages and emails to please contact us and have heard NOTHING back from them. They say it's the new company's fault and they can port any numbers they want. Yet we continue to get rejections. This is absolutely unacceptable.
Business Response
Date: 01/08/2024
We have reviewed and show no reason why a new carrier should not be able to process a port out request. We have no pending orders open on the numbers in question and the account here is active. All of the billing information provided on the order must match what is on the account here or the order will reject. We are sending the customer a document directly to her email that she can provide to her new carrier to have them dispute the port request rejection through AT&T. The order itself is sent to AT&T for processing.
Customer Answer
Date: 01/12/2024

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. BUT...it should have NEVER taken this long and having to report this company....they literally held our phone numbers hostage for 5 weeks. We are a small business and lost business because of their negligence. Unacceptable and I would NEVER recommend this company to anyone. I do appreciate your help. Thank you

Sincerely,

*************************
Customer Answer
Date: 03/05/2024
Our phone lines were finally released from Lingo Communications on Jan. 12, 2024.(after 5 wks of them not releasing to the new carrier and our business had ZERO phone service) I had paid my bill with them thru Jan. 16, 2024. I just received another bill for a full amount for services AFTER their services were discontinued. This place is the biggest scam I have seen lately. I will not pay for services I never used.
Business Response
Date: 03/06/2024
We are happy to hear that you were finally able to work with the new carrier and AT&T to resolve your porting issue. The losing carrier regardless of who that *** be cannot hold a line, so the responsibility lies with the communication between the new carrier and the carrier responsible for the physical changes in that area. The account here was back dated once we received confirmation of the date the customers service was ported away, however it did leave a small balance. We have applied a credit to bring the account to a $0.00 balance. We are sorry to lose you as a customer but happy that you were able to get your issue resolved.
Initial Complaint
Date:12/28/2023
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.
In early November 2023 I contacted the company after once again having problems with our phone service. Specifically, the service would come and go and when we did have service there was so much static that you couldnt hear or be heard. The phone was unable to be used at all. This issue was not corrected until the end of November. I specifically asked when I made the report and the repair made for a credit to be applied for the lack of phone service. I was told it would be applied once repaired but it was not. When I called in late December, I was informed that because there was a dial tone that they would not give me credit even if the phone service was not usable. I explained multiple times that the phone service was unable to be used due to the incredible static but it did not matter. Because the credit was not applied and a new bill sent, my service was suspended. I had to pay for ***************** which I did not technically receive and a reconnect fee. I requested a waiver of the reconnect fee but to cover that they gave me credit for a phone issue in August-September. This is really unacceptable and I would like credit for the time in November when my service was unable to be used.
Business Response
Date: 12/28/2023
We have reviewed and did not see that this customer received the promised credit for their loss of service in November. We have applied a credit of $78.25 for the time the customer was without service for the month of November.
We apologize for the issues experienced and the credit not being applied previously.
Customer Answer
Date: 12/28/2023

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:12/22/2023
Type:Billing 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.
10/30/2023 I called to have my service plan changed on my phone line. The service rep said that I could go to a Phone # for Life plan because she could not reduce my fees for the current plan that was getting to be to expensive. The only document I signed was to give authorization to change the plan. There was NO mention of a "charge" to have the plan changed from the existing "gold line plan" to the "phone # for life" plan that would be $27.99 plus tax. Document was signed & received by CSR 10/30/23 at 11:19am. Nov 7, 2023, new bill for $83.59 was issued for the "Gold Line". **** clearly shows Start date of 11/07 to 12/06. I did not pay this bill because I was expecting a credit to be applied to my acct for not using this plan anymore. 12/07 bill was issued; $83.59 as past due, with the new "phone for life" service plan for start date 12/07 to 01/06/24 for $27.99. But then there is a non-reoccuring charge for $29.58 for state date of 11/07-12/06 for $29.58 for "phone # for life". This is a double charge; once from the Nov 7th billing for$83.59 and now again on Dec 7th billing. When I call Lingo they say they don't make us pre-pay that the charges each month are for the prior month usage. That is not correct based on the "start & end" dates they have on the billing. But with their theory, how can I then be charged for two different service plans for the prior month then? Then the agent said that the $29.58 is the charge for changing my plan. Again, that wasn't stated when I change the plan that I would be charged for doing so. This is a CROOKED company. I have to pay it otherwise they will send it to collections that would affect my credit score if I refuse to pay.
Business Response
Date: 12/26/2023
We have reviewed and show the customer did request their plan change on 10/30/23, however it does take 5-7 business days to complete the change. The change took effect on 11/08/23 which was the day after the account billing cycle. That is why the old plan charges appeared on the November invoice. The December invoice applied the new plan charges and prorated back to the 11/07/23 billing date. We have issued a credit of $75.24 for the old plan charges that appeared on the November invoice as the customer has charges for both billing periods on the December invoice with the new plan.
We apologize for the inconvenience.
Initial Complaint
Date:12/07/2023
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.
I was a Startec customer for more than 20 years. Startec was acquired by Lingo Communications. My name, account number and the associated phone are shown in the attached Startec invoice.This spring my local phone company ******* changed my phone line from copper to fiber and after that upgrade they do not allow third-party long-distance phone companies to be used anymore, so I had to cancel my service with Startec (Lingo Communications). The last bill I received from Startec (Lingo Communications), dated March 26th 2023, shows credit of $302.88. I contacted the Lingo Communications support on March 30th. They acknowledged the credit and promised to refund me as soon as possible. On April 26th I received only $80.00 refund. So, they still owed me $222.88. I contacted Lingo customer support and ***************************** informed me by email on June 13th that this was escalated to another department. I contacted the Lingo support again on July 14th and ****** told me that the request for refund to management was placed on June 23rd and that it takes 8-10 weeks to be approved.After not receiving the $222.88 refund, I contacted the Lingo support again (*****************************) on August 25th and she informed me that refunds can take up to 120 business days to complete. Please note that it has been more than 120 business days since I applied for the refund. I have called and emailed Lingo Communications a number of times and still have not received $222.88 refund. The Lingo contact email is: ****************************************** you please help me with this issue to receive the full refund.Thank you
Business Response
Date: 12/11/2023
We have reviewed the account and show this customer is due a refund. Due to issues in efficiently processing refunds, we are currently updating our guidelines and procedures to hopefully provide a more timely and efficient process. I apologize that it has taken so long to receive your refund. While we work through these new guidelines, please feel free to contact your bank to have them request the refund electronically as this will be a much faster way for you to receive your refund.
Again, we apologize for the timeframe in processing your request, but know that contacting your bank will be your fastest path to receiving your refund as of right now. We hope to have our new process in place within the next two weeks.
Customer Answer
Date: 12/11/2023

Complaint: 20973432

I am rejecting this response because:
1. Unfortunately, I can not accept your apology and I have not been looking for it. I am only trying to get the full refund.
2. I have already contacted my bank a number of times but they have not been able to help me. In their opinion, which I completely agree with, it is solely Lingo Communications responsibility to send the remaining refund to my bank account. As you can see from the attached documentation, Lingo Communications did refund me $80 on April 26th which confirms that you have all required account information. So this is not issue with my bank. It is solely Lingo's responsibility.
3. I was told that your current refund procedure takes up to 120 business days to complete. We are already well beyond that. Please send me the refund as soon as possible. I do not think that 7 months delay for $220 needs your new guidelines and procedures to be executed.
4. Please refund me as soon as possible.

Sincerely,

***************************
Business Response
Date: 12/13/2023
As stated previously, I will not be able to proceed until the new guidelines are in place in the next two weeks. Once I receive that confirmation, I will expedite your request. We again apologize for the timeframe.
Customer Answer
Date: 12/18/2023

Complaint: 20973432

I am rejecting this response because: The response have not resolved the issue. I submitted the claim more than 7 months ago and still have not received the refund. Please refund me as soon as possible.

Sincerely,

***************************
Customer Answer
Date: 12/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
***************************
Business Response
Date: 01/02/2024
I completely understand this customer's frustration regarding their refund request. We have not at any time stated he would not receive his refund and I sincerely apologize for the delay in that happening. However, mediation is not going to resolve or speed up this process, nor will my decline to participate change the fact that the customer is due their refund. As I previously advised, once I am given the go ahead to begin processing refunds again with the new guidelines, this request will be expedited. I am not sure why the customer is not able to request the refund through their bank as we process refunds that way daily through ****** banks. We generally advise ****** customers to use that medium as it is a faster means of receiving the refund. As soon as I am given the go ahead to begin processing, this request will be resubmitted, and the customer notified. Again, I apologize for the timeframe in resolution.
Business Response
Date: 01/04/2024
My apologies as I overlooked this before sending my previous response. A check in the amount of $214.59 was processed on 12/29/23 and mailed to the address on the account. It most likely was not mailed until 1/02/24 so you should allow 7-10 business days from that date to receive your check.
We again apologize for the timeframe in resolution.
Customer Answer
Date: 01/09/2024

Complaint: 20973432

I am rejecting this response because:
As per the attached final invoice Lingo originally owed me $302.88. I received a $80 refund on April 26th . Therefore Lingo still owes me $222.88. Can you please let me know why the refund amount is only $214.59.

Sincerely,

***************************
Business Response
Date: 01/11/2024
I apologize as I did have a typo in my last response. The refund amount is actually $219.54. The customer did have a credit balance of $302.88 prior to requesting to cancel the service in March. The customer had an amount of $80.00 that was disputed through his bank and a payment reversal was completed for that amount. The customer received their final invoice in April after their cancellation in March. The final credit balance was $219.54 which has already been refunded back to the customer. There is no further credit or refund due.
Customer Answer
Date: 01/17/2024

Complaint: 20973432

I am rejecting this response because:
1. I have not received the check Lingo allegedly sent more than 10 days ago. please see the previous correspondence.
2. The amount on check is not correct. Lingo owes $222.88

Sincerely,

***************************
Business Response
Date: 02/01/2024
A response was sent on 1/11/24 and is attached to this complaint I received. Below was the response sent on that date:
I apologize as I did have a typo in my last response. The refund amount is actually $219.54. The customer did have a credit balance of $302.88 prior to requesting to cancel the service in March. The customer had an amount of $80.00 that was disputed through his bank and a payment reversal was completed for that amount. The customer received their final invoice in April after their cancellation in March. The final credit balance was $219.54 which has already been refunded back to the customer. There is no further credit or refund due.
Customer Answer
Date: 02/05/2024

Complaint: 20973432

I am rejecting this response because:
1. As per your email, the original credit balance was $302.88
2. So far I received: $80+$219.54 = $299.54
3. Lingo (Startec) still owes me $302.88 - $299.54 = $3.34
Sincerely,

***************************
Business Response
Date: 02/05/2024
As noted in a previous response, your account does incur a final invoice after cancellation since you canceled in the middle of a billing cycle. The $3.34 you are referring to was your final invoice charges. There is no further refund amount due. The account now reflects a $0.00 balance. We apologize if you did not initially see that in our previous response.
Customer Answer
Date: 02/09/2024

Complaint: 20973432

I am rejecting this response because:
The long distance service was canceled on March 24th, 2023.
Attached is the last invoice sent to me by email on March 30th, 2023 which shows that the last billing cycle ended on March 26th, 2023. So the cancelation was within the last billing cycle and, as you can see in the invoice, $3.34 had been already deducted.
Therefore Lingo/Startec still owes me $3.34.
Please send me another check so that this issue can be finally resolved after more than 10 months of countless phone calls, emails and messaging.

Sincerely,

***************************
Business Response
Date: 02/13/2024
The invoice attached is not the final invoice for the account and shows the refund amount prior to you placing a chargeback for your $80.00 payment which was subsequently deducted from your credit balance here. It was also before your final invoice charges of $3.34. As stated previously, there is no further credit or refund due on this account and ********************** considers this matter closed. We apologize that we were not able to resolve your issue.
Customer Answer
Date: 02/16/2024

Complaint: 20973432

I am rejecting this response because:
Please see my previous message: the long distance service canceled on March 24th and the invoice cycle ended two days later on March 26th.There have been no invoices after the invoice which I sent in the last message. Startec/Lingo still owes me $3.34. Please send me the check as soon as possible.

Sincerely,

***************************
Business Response
Date: 02/22/2024
As stated previously, there is no further credit or refund due on this account and ********************** considers this matter closed. We apologize that we were not able to resolve your issue.
Initial Complaint
Date:11/28/2023
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.
I used Excel long-distance for many years. After paying my June 2023 bill, I canceled my service on July 6, 2023. It took multiple calls as none of the numbers on my bill would connect me with someone to cancel. In addition, the web address and email address on the bill is no longer accurate either. I requested from the attendant an email confirmation of the canceled service and was denied, stating that was not an option. I later received a bill for the month of July, at which time I wrote a letter providing the information stated in this description of my canceled service and mailed it back to Excel, at which point I no longer received any further bills. Recently, my answering machine has had messages from Lingo? I do not have an account with **********************, so I did not call back. Today, I received a call again, and it indicated it was a collection company. This is when I connected the dots. I have left a message, but I will not be paying for something that was canceled in July, and I want this corrected immediately.
Business Response
Date: 11/28/2023
Unfortunately, this customer has not provided enough information for us to locate an account. We will need to reach out to her directly with the information provided. We apologize for the inconvenience.
Initial Complaint
Date:11/10/2023
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.
The attached bill shows a past due balance of $1174 in which we have tried contacting the company on 5 separate occasions with no resolution. In all 5 recorded phone calls with their customer service department, a request for a call back from someone in management to find resolution to this extortion attempt had not been received. The monthly bill for 10 years prior, was long distance service for .03 per minute. The past due bill amount was for .26 per minute. No one in their customer service center could tell me what constituted the rate change, only that they had a right to change the rate according to verbiage on the bill yet in 10 years of prior invoicing, the rate never changed beyond .03 per minute. When reviewing said verbiage, it was detailed that the reason the cost change would take place was an actual reduction of said pricing, not an 833% increase. In a single recorded phone call, a representative said that it was billed based on the carrier charging more, but when we contact Centurylink to find out why, they had no knowledge of such a service, nor could they tell us who was a contact on the account. We've been without the ability to make outbound long distance calls. The problem is, we're an assisted living facility and that means that our residents cannot call their loved ones. I've requested numerous times to speak with someone in their corporate headquarters, never once being connected and three time hung up on. The problem for them is that I have been recording their calls.
Business Response
Date: 11/16/2023
We have reviewed the account and show this customer was the victim of fraudulent usage on 8/25/23. We have submitted an order to restore the service which should have already completed. We have also requested a credit of $1109.51 which will leave a remaining balance of $24.63 owed on the account. We apologize for the inconvenience and timeframe in resolving this issue. A message has been left for the customer to contact me directly if he has any further questions.
Customer Answer
Date: 11/21/2023

Complaint: 20854877

I am rejecting this response because:

If the reason for the extensive bill was for "fraudulent calls" on the account, I'd like an explanation as to how any fraudulent call is made mimicking our VoIP number. The rate on the bill was for $.26 per minute when all previous bills were for $.03 per minute. That appears to be a rate per minute issue. Attached is our call log which unfortunately doesn't detail the long distance call charges, but it also doesn't detail that we've been the subject of fraudulently placed calls either. If someone is using my system to place illegal calls, I need to know how my system or account is compromised in this situation. So while I am satisfied that you're correcting the bill issue, I'm not satisfied with the reasoning provided.

Sincerely,

*********************
Business Response
Date: 11/21/2023
I am not sure where the .26/minute amount comes from unless perhaps you are averaging the per minute charge based on the total charges. I will email you directly with the usage from that invoice showing the call detail of the calls to ******* and the line the calls were being made from.
Again, we apologize for the inconvenience.
Initial Complaint
Date:11/04/2023
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.
Since Tuesday, 10/31/23, our 80 year old mother has not had phone service. We have called multiple times and had multiple "tickets" opened. If she has a medical emergency she has no way to call for help. She has been 5 days without phone service. Tomorrow we will begin filing complaints with all ************* organizations in addition to becoming active in your online review process.
Business Response
Date: 11/06/2023
We have reviewed and show this customer was affected by the ******* copper to fiber migration. We did make multiple attempts to reach the customer by phone and mail prior to the deadline to schedule an appointment to make the needed changes but were unsuccessful in receiving a response. The deadline has now passed, and the customer's service was disconnected by ******* due to not meeting the deadline. We are working with the customer directly to have the service restored as soon as possible.
We apologize for the loss of service, but we did make every effort to try and avoid this outcome.
Initial Complaint
Date:10/24/2023
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.
We were highly misled about this contract. We were told we had to switch to this service because ******** law had found Century Link had taken all the free enterprise for "our area" and we HAD To transfer to this program to maintain our service. The paperwork I have attached said nothing more specific that this was optional choice and that was never implied. We received two back to back emails and the documents are no longer available. I have email proof of that as well.When we got our first bill and spoke with Century Link we quickly learned that this was a scam and we have tried repeatedly in 30 day window to cancel our policy. They are impossible to reach via phone or email. No one ever answers the customer service line or returns any emails. This is a complete scam of a business and has false advertisements and misleads customers. We even reached out to Century Link to try and get our lines transferred back to them and they informed us this was an ongoing scam that they couldn't help us with. This company needs to be held accountable for the cold calls and false information they are feeding new accounts. Total scam!!! WE have completely cancelled our lines and transferred them to a new service provider to get away from Lingo. It was our only option. Besides the fees we had to pay do this, I was astonished that they had the audacity to bill us this enormous cancellation fee. I see that we are not the only business that has made these claims. Please hold them accountable for their false advertisement of services and contracts. Thank you
Business Response
Date: 10/26/2023
We have reviewed and show the customer did sign their contract for service with a 36-month term and that we are not affiliated with CenturyLink. The customer did contact us on 8/11/23 to let us know their fax line was not working, however that line was not brought over in the original request. The customer contacted us again on 9/16/23 requesting cancellation of her service and stating that they had ported their lines to another provider. A request was submitted to close the account. In reviewing the account regarding this complaint, we have confirmed that the customer actually has three POTs lines still on our platform which has kept the account from closing. Only one of their lines ported away. If the customer would like to keep those three lines active with Lingo, we can remove the *** fees as the contract would still be active. If the customer wishes to proceed with porting the final three lines away, they would need to do that prior to the account being closed here as the lines must be active to port and the *** fees would be valid and billable. Please contact us at ************** and let us know how you would like to proceed regarding the final three lines.
We apologize for any inconvenience experienced.

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