Complaints

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:11/08/2024

  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.

  I had GoToMeeting (GoTo Technologies USA, LLC) for several years prior to cancelling my account in 2022 because the organization where I am president of the Board sold the operations and assets and I no longer need this video meeting service provider. I contacted GoTo Technologies to request a refund of the renewal fee on my credit card today, 11/8/2024. While agreeing the account has had no activity since prior to 6/2022 and that there is no active password, they charged my credit card on file that has not expired. They are willing to re-open the account and provide a 25% discount. However, "In the new computer system, they can't refund unauthorized charges".

  

  Business Response

  Date: 11/13/2024

  Ms. ********,

  We are sorry that you are frustrated with your experience.

  As part of your original agreement with us, which was confirmed at the time of purchase, the terms of service state that the contract renews for the original term upon each renewal cycle. This policy is designed to ensure consistent and uninterrupted service for our customers.

  We have searched our records and do not find any cancellation requests or any correspondence prior to your most recent call. If you can share with us the cancellation request we can work with our team on a refund. 

  Thank you for your patience and we look forward to helping you with this issue.

  Best regards,

  GoTo

• Initial Complaint

  Date:11/07/2024

  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.

  On October 20, 2024 I was charged $890.39 by Goto. I did not authorize an auto renew as shown from last year's payment and I still paid it specifically cancelling my subscription over the phone. They tried to charge and I canceled the subscription at the the time on 10/10/2023. As you can see on the attached, there is no payment method saved on the account. ********************** charged my account again this year without invoicing me prior to the expiration date and not sending me invoice nor sent me a receipt after charging my account. I found out when my credit card was charged. I would like a refund of this payment that was not authorized. I can see that this is a practice your company does to hundreds of clients according to ****** comments. I would like a refund of this funds taken from my account without my consent.

  

  Business Response

  Date: 11/08/2024

  While it's not always easy to hear when our customer's have had a poor experience with us, we appreciate the opportunity to make things right. We have initiated a full refund ($890.39), which will take 3-5 business days for your bank to recognize.  Please accept our apologies, and thank you for being a customer. 

• Initial Complaint

  Date:10/29/2024

  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.

  We have had a Grasshopper phone account with ********************** for two years. It's on an annual plan. We did not receive any notification or warning about the auto-renewal, but we knew it was coming to the end of our year. We determined we did not need the service going forward, so we called and cancelled the service on 10/29/24.We then realized that we had been charged on 10/26/24 for a whole new year. We called to have that refunded and GoTo completely refused to refund it, discount it, adjust it in any way. They refused to even acknowledge why we would be upset about being charged for a whole new year that we will not use.We would be fine to pay for one month's service we won't use, but are very upset at their insistence on keeping our money for no service.

  

  Business Response

  Date: 11/01/2024

  Dear Mr. ********
  My name is ********* and I am reaching out to you on behalf of Grasshopper support. I understand you are frustrated with the status of your account. We did in fact send you an email in September 2024 alerting you to your upcoming renewal so that you could be adequately prepared and contact our team if you decided that you did not want to go through with the renewal.Because the request to cancel your subscription did not take place prior to the renewal, we are only able to stop auto-renewal next year.
  Throughout this year, you do still have access to the account in case you would like to try to utilize it. Our support team is available 24/7 to help answer any questions you may have to get this service working for you.
  I do hope you understand,
  Sincerely,
  ******** ******
  Manager, Grasshopper Customer Support

  Customer Answer

  Date: 11/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am not satisfied because no communications we received indicated that if we did not cancel we would be charged for a full year and have no recourse for any kind of reduction or other accommodation.   We received one email, two months earlier, that simply said 'your subscription will renew for another 12 months'.   
  
  When we did cancel it, less than two business days into the new subscription, they are not offering any kind of accommodation or options of any kind.  We find this to be unacceptable customer service.  Even with the ******************** complaint they are not offering any kind of suggestion for repair, beyond keeping all of our money for a service that we will not use at all during the next 12 months.
  
  We will be satisfied when they take some kind of action to make this right and repair the relationship.
  
  
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 11/13/2024

  Mr. *******,
  
  I hope this message finds you well. Thank you for your patience and for giving us the opportunity to address your concerns.
  
  I am truly sorry to hear about the frustration this situation has caused you. I completely understand how disappointing it can be to feel caught off guard by a renewal process, and I genuinely appreciate the feedback you have provided.
  
  As part of your original agreement with us, which was confirmed at the time of purchase, the terms of service state that the contract renews for the original term upon renewal. This policy is designed to ensure consistent and uninterrupted service for our customers.
  
  Our team sent out a reminder email prior to your renewal date to provide ample time for you to review your account. While the renewal occurred automatically as stipulated in the agreed-upon terms, and your cancellation request was received after the renewal had processed, I understand your disappointment. Regrettably, as the terms were not cancelled prior to the renewal date, the contract stands as per the original agreement.
  
  Once again, I apologize for any inconvenience and frustration you've experienced.

  Sincerely,

  GoTo

• Initial Complaint

  Date:10/16/2024

  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.

  I subscribed to GotoMyPc back in June 2024 thinking it will be a monthly contract since the website not clearly explaining this is for one year contract paid monthly. I also used to subscribed to this service back in 2022 to *************************************************************************************** July 2024 thinking this already done, even got the cancellation email. Recently I just noticed my credit card still got charged monthly by Goto even though I already did the cancellation. I called the customer service and the *** told me to read the date in the cancellation email again and rightly so it showing canceled on July 2025. I told him I wasn't aware I got locked in for one year and he told me there's no way I can cancel the *************************************************** and I feel like being mislead / duped. From the sarcasm he talked to me I feel this is a common issue, including from reading complaints in BBB. After the phone call I try to check the GotoMyPc website again to check the wording and it is indeed not really clear. The landing page to choose plan is showing 3 different options with big word on price with computer and month with asterisk next to it. There's nothing in the bottom to explain the asterisk and no mention of annual plan only. After choosing the plan the next page is billing information and plan detail in quite small word, annual billed monthly and annual plan. There's nothing explaining the plan will be good for one year and you will be continued to get billed for one year even you pay monthly without option to cancel before one year. Since the landing page showing monthly without explaining yearly most people will expect the billing option plan selection will be monthly and yearly. Goto has to make this more clear by making sure people know they will be locked in for 1 year by choosing both montly payment and yearly payment especially Goto used to have monthly payment plan in the near past.

  

  Business Response

  Date: 10/17/2024

  Thank you for sharing your experience with us. It's not always easy to hear when we haven't done right by our customers, but we do appreciate the opportunity to make things right.  It does look like there was a processing error on our side, and your account was not canceled as requested. I have conformed that we have done so now.  We have issued you credit for 3 months that you were billed when you shouldn't have been. (You purchased in June and canceled in July, so you were correctly charged for that. We have refunded you for the following 3 months that you've been billed). 

  While we do state the different billing options for our products on the website, and our customers agree to our terms and conditions prior to purchase (including the payment requirements for Annual Billed Monthly) we will be undergoing a review of both to ensure we are as transparent as possible to our customers. 

  Thank you,

  Lisa

   

   

  Customer Answer

  Date: 10/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #22432083. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Budi Kartolo

• Initial Complaint

  Date:09/24/2024

  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.

  I'm a single member business. I began using Goto in May 2020. I started service as one **** with a desk phone, a few months later I began using the Goto phone app. I confirmed with customer service in 2020 that using the ********************** app would not add a second **** account and I could use it ********* bill totals $79.83 per month and Goto advertises this service at $26 per month. I started looking into past bills going back years. I discovered that in December 2020 a second **** account was added. I was charged for this second account an additional 25 months at $29.95 then an additional 20 months at $32.95 totaling $1,407.75 plus taxes. My admin account has only shown a single **** and I've only used the phone app and desk phone.I contacted customer service and opened a case. I was told that the second **** account was added in December 2020 but they could not explain who or how it was started. The agent then suggested it began when I started using the Goto phone app. I was told the phone app wouldn't add a **** and this is confirmed in **********************'s own support documentation.While I don't expect a real resolution to this, I would appreciate a bill credit or refund. I am partially to blame for allowing this to go on for as long as it did. This is a vendor account on autopay and I don't regularly check the online bill since they don't send a paper bill.

  Customer Answer

  Date: 10/06/2024

  The business has surprisingly resolved this satisfactorily, the money owed to me has been credited back.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:09/11/2024

  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 can't believe how deceptive this company is! When I signed up, no one ever mentioned a 12-month contract or an outrageous early termination fee. I called in August to cancel, thinking I was done, only to find out after they charged me again that Im still on the hook. Today, on 9/11, they have the nerve to tell me I have to pay for NINE more months if I want out. The *** even had the audacity to laugh during the call, trying to make light of the situation. I was already feeling terrible, and being stuck paying for months I wont use is an absolute nightmare. This whole experience feels like a scamif you value transparency and respect, stay far away!

  

  Business Response

  Date: 09/13/2024

  Mr. *********,

  We at GoTo apologize that you feel misled. We make every attempt to be as transparent as possible with the term of your contract and our terms of service included in your original order. We will have someone reach out as soon as possible to address this complaint with you. 

  Best regards,

  GoTo

• Initial Complaint

  Date:08/20/2024

  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.

  We are in the market for a VOIP phone provider. The sales representative drafted a deal that provided us ************ for 4 years totaling to $********* . After the review of the contract, I specifically told the representative that we did not like that the contract did not have a trial or cool-off period stated in the contract. On multiple occasions the sales representative said, by FTC regulations, we are entitled to cancel any contract within 72 hours regardless of the reason and that if within 72 hours the service was not to my liking; I could cancel it at any time within the 72 hours. As it turns out, the service has many flaws that were not demonstrated during the live demo. Additionally, their technical support team was very inadequate, and it took forever for me to get an answer to my questions. As a result, I requested that the contract be terminated exercising the right that my sales representative stated I had. I would not have signed the 4-year agreement if the sales representative did not lie to me about Federal Regulations and/or their company policy. The sales representative says that he misspoke about their company and it wasn't his place to say such things about the cool-off period. I will in the attachments show all emails to terminate the contract and proof that the Sales *** admitted at one point stated that the cool-off period was built into the contract ( Attachment GoTo Promise.JPG ). All I want is the termination of service that I was duped into subscribing to and I would be very helpful for any help the BBB can provide in this matter. I have not used their service under the contract of ********* at ALL. I do not need a return of any money I have already paid, I just need the agreement terminated protecting me from future collections. The agreement was signed on: MON JUL 22 7:13 AM PST A Termination Request was sent on: Tuesday, July 23, 2024 3:44 PM PST Sales ***: ***************************** **************

  

  Business Response

  Date: 08/26/2024

  **************,

  We have reviewed your case and your sales representative will be reaching out with the resolution in your favor. We apologize for the inconvenience and hope to do business with you again.

  Best regards,

  GoTo

  Customer Answer

  Date: 08/26/2024

  Business made the right choice to terminate the contract! Thank you
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/15/2024

  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.

  Logmein's GOTOMYPC product ceased to work when we bought a brand new apple computer with the latest software. We spent hours troubleshooting with our office manager, they refuse to give troubleshooting via email but finally did provide, but then would REMOVE the email history from every email, leading to repetitive endless looping We finally got someone on the phone who did a cursory review, agreed to escalate it, and then never did get it fixed after MULTIPLE attempts and hours and hours. Then they STOPPED communciating with the email we used, and emailed the account holder only and CLOSED THE **** without any resolution.

  

  Business Response

  Date: 08/20/2024

  Thank you for reaching out to share your experience with us. While it's never easy to hear when we haven't best served our customers, we appreciate the opportunity to make things right.  To that end, we have refunded the $100, and have also reached out to continue troubleshooting. 

  Thank you, and please let us know if there is anything else we can do to assist you. 

   

   

   

  Customer Answer

  Date: 08/20/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [The issue is not resolved. We have spent many hours dealing with this and following up with your customer service and the only response weve gotten is when we file this complaint. We  havent had service for more than two months so this $100 barely covers the charges for loss of the service, and does nothing to cover the expense we have incurred having our office manager troubleshooting this problem for hours and hours over several weeks - and it is not yet resolved. The offer of $100 also has not yet been received and we dont feel thats an adequate amount, as we were contacted and told we have to spend even more time working with someone to pull the same information that was previously provided in emails, in order for them to investigate this further.  So we would like to see the $100 refund processed and we think that additional amount to cover our time should be included.  
  We dont intend to close this complaint until this is fully resolved and funds are  received]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Waconda

   

   

  

  Business Response

  Date: 11/25/2024

  We would like to help resolve this case. We fulfilled the customer's initial request for a refund, and have repeatedly tried to offer to assist them further. Unfortunately, we have not heard back from them. We would like to make this right, but we also need their participation to do so. 

  Regards,

  GoTo

   

  Customer Answer

  Date: 12/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [I have repeatedly followed up with this business. We've had multiple phone calls. They had to reinstate on a  account  so we could troubleshoot it. They failed to do that multiple times I've had to re-set up the phone calls multiple times.  the last time we spoke was about two weeks ago. They said they were gonna get the account set up so we could continue to troubleshoot and they would get back to me within 24 to 48 hours that was nearly 2 weeks ago. They have not gotten back to me so they are not being truthful..]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Waconda

   

   

  

  Business Response

  Date: 12/19/2024

  We attempted to contact the customer twice on the day suggested, with no follow up call from the customer.  We are still willing to assist, and ask that she contact us at her convenience.  Our ask is that she have availability and access to both PC's so we can troubleshoot. 

   

   

   

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Go to my PC is not being honest. I have had multiple  emails with them and multiple phone calls. . each time we have a phone call at a troubleshoot, there is some other reason that they cant complete the troubleshooting - either they closed Attempt my account without my permission -they  were only supposed to refund me for the months that it didnt work, but instead they closed it so therefore we couldnt login and do the troubleshooting. I insisted they reinstate the account and then they want to charge me different rate. I said thats unacceptable because I never authorized you to cancel the account. I simply wanted a refund for the times it wasnt working. They said well when you want a refund what do you expect? I said I expect a refund not a cancellation.

  These exchanges have been ridiculous. So then weeks later they say that they have reinstated the account. We have another phone call we get online. It turns out he didnt reinstate the account so we have to go through the whole thing again - then the December 9 call was the call when they were finally supposed to have reinstated the account and then the phone doesnt ring so I dont know whats going on over there, but it is kind of ridiculous that they have spent this much time and not done a single complete troubleshooting session with me despite having wasted hours and hours of my time.

  On December 9 the day in question I was at my desk. My phone did not ring. They say they tried to call me twice. I emailed them the same day saying I did not hear any phone calls, but I am at my desk. instead of rescheduling or trying to call me they just sent me an email saying that I hadnt responded. Which I clearly had.

  
  Here is a 27 page long email chain showing the many contacts Ive had with them. For them to suggest that I have not been responsive is completely beyond ludicrous. This is been going on for months. Its unacceptable for them to spread lies like this. I didnt want to have to drag out this email chain but here it is

   

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Waconda

   

   

• Initial Complaint

  Date:08/12/2024

  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 have had telephone service with GoTo this companies DBA for several years they could not give any discount besides $3 a month on a 12 month commitment to stay with them my bills where getting to high for just needing a basic phone. SO I told them I was going to be leaving I found another provider and ported my number out a week before the billing cycle ended. I had to contact them several times in order to get the number to port out and in that time not one person ever told me I need to give 30 days notice else I would have. After the number was ported out I received an email that I was still responsible to cancel service so I called in and they then informed me the 30 day policy. So the next month they bill for service which I don't have charging me for a service that doesn't exist anymore. This should be illegal because what company charges for something you can't even use? It's like having to pay an extra month car payment after you sale you vehicle you can't drive it but you still need to pay for it doesn't sound fair and a very bad practice. So they billed me for phone service even though the phone line did not have a dial tone and could not make or receive calls. This is a BIG issue I want this bill for $41.60 credited I will not pay the bill for service I could not even use.

  

  Business Response

  Date: 08/12/2024

  **************,

  We apologize for any confusion that may have happened concerning your account. In reviewing your port out request we have documented an email we sent you at ****************** on July 30, 2024 at 8:16pm that I've copied below with the number redacted to protect your privacy. It clearly states that porting out your number does not cancel your account and many customers do continue service and port in a new number so they do not lose their account settings and configuration. 

  Best regards,

  GoTo

  Hello,
  
  The number(s) below have ported away from your GoTo PBX system:
  
  XXXXXXXXXX
  
  Please note porting away your numbers will not discontinue your service and you will continue to be invoiced in alliance with your contractual obligation. If you wish to discuss your options for a non-renewal, please contact our *************************** at ************ for further assistance.
  
  Regards,
  Venus Ko
  Case Number: 20563307
  Telecom Communications Management
  **********************************

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The email was provided 2 weeks after the fact that I first spoke to someone about leaving the company and 5 days after the fact that I switched the phone line to another provider. If I had been told before time I would have put notice in and waited till closer to the 30 days and not have to pay for service that you can't offer because I do not have a line with you. I had 3 phone conversations with customer service and tech support regarding porting out my number and not one person ever said anything about the 30 day waiting period. The fact that you can charge someone for 30 days worth of not having service should be illegal you are not providing any service I have no dial tone and can't make or receive calls. Your company had plenty of chances to provide details of the process of the service having to be notified for 30 days but they FAILED on your part not on my part so why punish a customer that was with you for years. I started the porting process on 7/12/24 so I received the notice that have to pay for 30 days of service 8 days after I started the port. I think since your customer service and tech support failed to talk or mention the 30 day policy I should not be held responsible for the bill.

   

   

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 08/14/2024

  **************,

  Listed below are our interactions and their topics in order to establish the timeline per our records and to be clear on your requests during each call. 

  7/12/24 - Call in to discuss account, agent offered 24 month renewal

  7/16/24 - Call that you were out of town and would call back in when you are ready to cancel

  7/17/24 - Call for instructions to get your port out pin number

  7/26/24 - Call for instructions to port out your number through the online system

  7/30/24 - Call to have our team port out your number

  7/30/24 - Call to cancel your account

  As you can see from the timeline of your requests above, even if you would have requested to cancel your account on the first call, you would have incurred the same costs. (Section 3.1 of our terms of service that you agreed to upon purchase explains the cancellation requirements. **************************************************************************) Your account needs to remain active for your number to be secured until it is successfully ported. This can take up to 18 days depending on the new carrier. (*****************************************************************) Even had you cancelled during the 7/12/24 call the timing would have pushed you into the next billing cycle for your cancellation to become effective.

  Hopefully this helps clarify the terms of service and the reasons for the cancellation timeline for you.

  GoTo

  Customer Answer

  Date: 08/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I can see this is going to get us nowhere I see all the complaints about the same issue so it is not a customer issue it is a lack of **************** Training issue that needs to be handled on your side if I was told at initial contact about porting out and canceling then I would not have had to pay for a month of service in which you where not providing service "seems strange to charge for something you are not providing" I would have only had to pay for 8-10 days of not having service so I guess we will agree to disagree. I will say a better option for you to take care of a customer would be to offer to cancel for 30 days from the initial day I called for port instructions and I will pay the pro-rated bill for that time frame of 12 days but I will not pay for a month of service that I was never informed about.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:07/31/2024

  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.

  Cancelled subscription, was still charged monthly. Reached out to support who cancelled subscription again, still being charged monthly. Multiple months of charges now racked up even though service has clearly been cancelled.We have now received $377.73 in fraudulent charges from this company

  

  Business Response

  Date: 08/02/2024

  Mr. *******,

  Thank you for brining this to our attention. We have looked into our records and verified that your request for cancellation was received. We are investigating the reason why the cancellation did not get implemented in our system and apologize for the inconvenience. We will be cancelling your account back to 4/4/24 and refunding the appropriate amount today. You should see correspondence from us and a refund in the next 10 business days. Our sincerest apologies for the issue and thank you for your business.

  Best regards,

  Goto