Complaints

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

close

Find a Location

VoiceNation has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  VoiceNation

  4908 Golden Pkwy Ste 100 Buford, GA 30518-9025

• 

  VoiceNation

  5089 Bristol Industrial Way Ste C Buford, GA 30518-1780

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:01/01/2025

  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 am filing this complaint against VoiceNation regarding their failure to process my formal written request to downgrade and subsequently cancel my account, leading to unauthorized charges totaling $1,050. On November 6, 2024, I submitted a detailed email to VoiceNation requesting that my plan be downgraded to the 100-minute plan ($229) for November, further downgraded to the 20-minute plan ($70) for December, and canceled entirely effective January 1, 2025. Despite receiving this written and time-stamped notice, VoiceNation failed to follow my instructions, resulting in charges of $525 on both December 1, 2024, and January 1, 2025, for a 250-minute plan I neither used nor authorized.Due to VoiceNations billing errors, I am seeking a refund of $751, which accounts for the $296 owed for Novembers overcharge and $455 owed for Decembers overcharge. The unauthorized charge on January 1, 2025, caused my personal account to go negative, creating significant financial strain. I have attached the original email sent to VoiceNation as evidence, clearly outlining my downgrade and cancellation instructions. Their lack of action and unauthorized billing practices are unacceptable, and I believe they are in violation of fair billing and consumer protection standards.I respectfully request that VoiceNation refund the $751 immediately to resolve this matter. Their failure to process my instructions has resulted in unauthorized charges and unnecessary hardship. Should VoiceNation continue to refuse to address this issue, I will escalate this matter further through my financial institution and any other necessary regulatory channels. I hope the Better Business Bureau can assist in mediating this issue to reach a swift and fair resolution.

  Business Response

  Date: 01/15/2025

  We believe that the customers report to the ******************** was an attempt to circumvent our established company policies and procedures to obtain a refund. While we take all complaints seriously, we feel that this situation was not accurately presented to the BBB and does not reflect the high standard of service we aim to provide.
  If the BBB is unable to remove the complaint, we kindly ask that you include the following as our formal response:

  We appreciate all feedback as it helps us identify areas for improvement. After investigating this matter, we found discrepancies in the communication provided by the customer and determined that our team followed all established procedures. Nonetheless, we refunded the customer in full to resolve the issue amicably.
  We are committed to learning from this experience and hope the resolution provided leads to a positive outcome and the opportunity to serve the customer again in the future.

  
  Discrepancies in Information Provided by the Customer:
  We are providing an email thread between the customer and our staff for your review. Upon comparison, you may notice that the email provided to the BBB by the customer appears to have been altered.
  The customer claims to have sent an email expressing their desire to downgrade/cancel their service, but after a thorough review, including confirmation from our IT team, we found no record of this email being received on the date in question.
  
  Resolution Provided:
  Despite the discrepancies, we took proactive steps to resolve the matter by refunding the customer in full as a gesture of goodwill, even though it was not required under our company policy.
  Following the refund, the customer confirmed in writing that they would remove the BBB complaint and provide a 5-star review.

   

• Initial Complaint

  Date:11/13/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 am writing to file a formal complaint against Voicenation, a voicemail service provider, for their continued billing of my account despite my cancellation of services in April 2024. I am a mental health provider, and the ongoing charges and lack of transparency in their billing practices are causing significant concern, both professionally and financially. Background:I contracted with Voicenation to provide voicemail services for my healthcare practice. However, I canceled my account in April 2024 by phone. I tried to do it on the website with my ''login'' but there no option to do this. I called the number on the ''contact'' us number on their website. I spoke with a real person and said ''I want to cancel''. My website ************************ reflects the change of phone number from the Voicenation number ************ to my personal contact number. Voicenation has continued to bill me $135 per month since April 2024. Lack of Transparency: Voicenations website states that users can update their credit card, but there is no option to see or verify what is being charged or to confirm cancellation. Furthermore, there is no option to directly cancel the account through the user interface, leaving customers like me unable to manage their billing preferences effectively. As a mental health provider, it is vital that I maintain clear and secure communication with my clients. Some of my patients still have the old Voicenation number saved in their contacts, and they have unknowingly left messages on an account that I no longer monitor. This could have led to disastrous consequences for both my practice and my patients' well-being.Thank you for your time. **** *****, ****

• Initial Complaint

  Date:05/20/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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've had service with Voice Nation for more than 10 years. Quite some time ago, Ninja Number (NN) took over my service from Voicenation. I am not sure of the business relation between the 2, as **'s website says they are "powered by Voice Nation". My service was $9.95 per month originally. That was the standard pricing with voice nation. In Nov of 2022, without any email notification, my account went up to $20 per month. I reached out to Ninja Number by phone to find out why I wasn't notified of any price increase & why my monthly fee went up. I have not received a call back from those messages left with their answering service which is always on. I never do. In Feb of 2024, they increased my billing again without notice to $27 per month. Again I called to speak with someone in billing, only to get the answering service, & only to get no call back. I even called VoiceNation, they took my information and I did not receive a call back or any voice message from either company. The final straw is Ninja Number's website lists their pricing - for the same service I am paying $27 for - at $13.95 per month with a sign up special at $9.95 for 1 year. Why then am I paying $27? I would like my account credited for the over payment since Nov 2022, to reflect the $13.95 per month which I think is fair. If Ninja Number implemented a one year special & increased their price after taking over servicing my account from **********************, then my account should have increased to $13.95 only. I calculated a total of $142.95 that I have been overcharged based on the difference between what I paid vs their current monthly payment of $13.95 listed on their website. This is a small amount of money, but right is right, & it is not right for a company to charge what ever they want whenever they want, & have no way for a longstanding paying customer to correct an error because they have no customer service in place. That is the resolution I am seeking

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 admin a 501c3 and we have used voice nation for over a decade without issue. Suddenly, our rate increased from $9.95 to $20 without notice or explanation. I assume this was when ************ took over. Since then it's been h*** They billed me the $20 for some time, which was paid via my credit card, then suddenly declared they couldn't charge my card (via email.) I responded repeatedly via email to their warnings with no response. They cancelled our account (I believe it was in Aug 2023). We have not had voice mail since then. There is absolutely no way to contact them that will get a response...Their phone number - ************ automatically goes to an answering service that can do nothing but take a ticket. The support tickets are not responded to. The messages left with the answering service aren't responded to. Support email address is not responded to. They are completely unresponsive. I need that same phone number for our voice mail, or I would have left for another company long before now. (Due to a change in email provider that deleted all my old emails I no longer have access to the warnings of disconnection and my responses). I've attached some of the emails I do have because they are on my personal account (not the *****'s which were all deleted) and I still have them. I want the company to contact me and confirm I still have access to our phone number and either reinstate my account. Alternately, I am happy to go elsewhere as long as I can have our phone number to use elsewhere *************) . This company should be shut down for lack of customer service, which is evident by comments left on ******** as well as previous BBB complaints.

• Initial Complaint

  Date:11/06/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 company was a client of ** for several years and canceled our account about 3 years ago. Earlier this year we established a new ** account but have yet to utilize the service as ** has yet to activate our audio on hold message after approximately 6+ months of waiting.Around September 26, 2023, I sent an email via the ** message thread that involved the audio on hold ticket to which no one replied. I called ** and spoke with a representative about the issue. She contacted me back the same day to inform me that ** changed its' service platform and could not provide audio on hold any longer. After 6+ months of waiting, I was quite disturbed. I requested my account be immediately canceled and a full refund be provided since I was never able to activate my account ********************. She advised me that she would work to have the account canceled and the appropriate representative would contact me regarding this matter.Since that phone call, I received notices that I continue to be billed by ** and no refund has ever been issued. No one has ever contacted me. Today, I contacted ** corporate offices and spoke with *****. ***** advised me to contact ***************************** about this situation. I made 3 separate attempts: #1) the ** representative disconnected the call after asking to speak with *****; #2) the representative failed to identify himself on answering the call and had to be asked 3 times for his name. He refused the transfer to ***** and disconnected the call; #3) this representative failed to identify herself on answering the call and advised ***** was not available to speak with me. When asked for her name she also disconnected the phone call.

• Initial Complaint

  Date:01/30/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 are customers of Voicenation and/or their sister company NextPBX/************ and have been trying to get customer support for our account for over 3 months. We stated to get support with *************************, but then she just stopped responding (email) after about 10 additional attempts. We have even left numerous messages with the call center (ticket ******, ******). Again, no return calls.

• Initial Complaint

  Date:12/30/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 been a customer of **********************/Netpbx/NinjaNumber for over 10 years with the same very basic account and number for $9.95/month. Suddenly starting in November 2022 and without warning or notice I have been charged $20/month. There have been no upgrades or change in service. I noticed this in December when I was also charged this amount and registered zendesk tickets, called and left messages, but with no response whatsoever. This is non-existent customer service and robbery! Note also that I just found this website where the first person who complains (******) has the exact same issue *************************************************

• Initial Complaint

  Date:11/09/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 ran youth sports leagues for the past 14 yearsI used voicenation for weather hotline phone numberIts changed ownership many times over the years but i Never cancelled because I used the serviceI sold my business and I cant get ahold of them to cancelthey have no phone number listed and I tried calling them one on the bill and never is answered and I have emailed them for weeks to cancel and stop charging me but they dont respondThey have several addresses close to one another on the same road and Im not sure if this is the correct one but they are all in the same town on the same roadPlease help!!