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:05/04/2025

  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.

  They have been charging me late fees for years and I try to pay them and I do but sometimes I get behind. most recently I had to pay some lates of$ 5.00 per month and I call$5.00 late fees. I am tired of paying these. If you have a landline and you don't make any calls then you don't get charged and your account still stays valid. I have had them for a long time and I am sure that I have paid more than the ****** it has to be closer to ****** dollars over the span I did business with them.

  Business Response

  Date: 05/06/2025

  ************ We received your complaint regarding late fees applied to your Clear Live account.  Any account with a past due balance over $2.00 will be charged a minimum late fee of $5.00.  We do allow a credit of one late fee a year.  You received that credit in February of this year.  If you have no usage and/or service charges for any month, you are correct that you will not receive an invoice.  However, if your payment is received late, you would still incur a late fee charge resulting in an issued invoice.  As a courtesy, I will apply another late fee credit in the amount of $5.00 bringing the current balance of your account to zero.  Please note that no further late fee credits will be issued for 2025.  If you wish to avoid the possibility of a late fee, you might consider setting up your account for Autopay.  You can reach out to our **************************** at ************ for more information on that.  

  Customer Answer

  Date: 05/06/2025

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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:03/31/2025

  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.

  Our long distance service is no longer working. Our long distance carrier, Clear Live LLC, says that ***** our land line phone company, needs to change our *** number on the account. **** says they cannot change our long distance carrier ,which I am not doing, and theres nothing they can do, its ClearLives problem. We have not had our long distance service for over 2 weeks now. The bill is paid in full, it has never lapsed, but neither one will fix the problem. **** keeps saying,Let me explain it to you again; we cannot change your long distance carrier. And things like, You are not listening. We cannot change your long distance carrier. No matter how many times I told him I was not switching anything, the *** number just needed updated, he always responded with, Listen to me. We cannot change your long distance carrier. The ******** also said he would send an email to a 3rd party , and they would email me an electronic thing to sign, allowing them to change the number. That was 6 days ago, and shocker, I have yet to receive a notice to sign something to correct this. I am stuck in the middle, with no help.

  Business Response

  Date: 04/10/2025

  Ms. ******
  
  We are sorry for the inconvenience you experienced with the long-distance service.  The third-party carrier we were using for your long-distance service stopped offering the product, so we were forced to move to another third-party carrier which requires some customers to contact their Local Exchange Carrier to change their *** code (Primary Interexchange Carrier) as our request is not being handled.  The *** code refers to the long-distance company that a customer has chosen to use for their default 1+ long-distance calls. We sent a request twice to AT&T for your service line with no results.  We are not sure why AT&T told you they could not change the code.  This is something industry wide that ***s handle.
  
  We do not offer credit for this type of situation since it is out of our control.  If a customer places a *** Freeze on their service, there is nothing that we can do.  The customer must reach out to the *** and remove the freeze.
  
  We have since rerouted your service to a new third-party carrier that we have added to our vendor list of options.  We have been monitoring your service and see that calls are passing through fine now.  If you are still experiencing trouble, please contact our customer service at ************, Monday through Friday 9AM to 8PM EST and one of our agents will assist you.  

• Initial Complaint

  Date:01/03/2025

  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 was a digital voice phone service user with account number ******. The phone number of the service was ************. I moved to ********** at the end of June 2024. Since then, I do not have a working phone service. I talked with their call center 3 times, and used their ``contact us`` online link and email. The service has not been restored so far and I have been getting billed despite I specifically requested not to be billed, and I asked for cancellation of the service due to inoperability during my last call. I sent a written petition to cease and desist keeping my subscription active on 11/5/2024 (Word unsigned version attached; I signed and sent it via regular mail); however, the service is still not there on my end, but it is active per them, and now I received another letter with further added fees and threat of collections (other pdf attached). I won't pay for a service that I have not been using. I have not made or received any calls since June. Please have this business cancel this phone service and write off any bills that may have accrued. Thank you. Sincerely.

  Customer Answer

  Date: 01/14/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 01/14/2025

  Hi Lutfullah - We are sorry for the troubles you were having setting up your service at your new residence in ***********  It appears that the internet provided in your new home is not compatible with our ********************* (DVS) device.  Your account has been terminated on our end and the account balance will be brought to a zero balance.  We wish you the best with a service that is more compatible to your needs.  

  Sincerely -

  Clear Live Customer Care

  Customer Answer

  Date: 01/15/2025

  [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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ********* ******

• Initial Complaint

  Date:11/05/2024

  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.

  Pioneer Telephone, n/k/a ***************, has been my long distance telephone service provider for approximately 20 years. For the past few months I have been receiving a monthly bill which includes an erroneous $5.00 late fee charge. I have called several times and explained repeatedly that I have never been late in paying my any of my bills. It was acknowledged that my payments have always been timely, and I was assured that the late fee(s) would be removed. To date, the erroneous late fees have not been removed, and now it's escalated to where my current bill erroneously indicates $15.00 in late fees. I'm sick and tired of calling every month with no correction to my account. This is absolutely ridiculous, and the erroneous late fee charges need to be removed immediately. Please help! Thank you.

  Customer Answer

  Date: 11/15/2024

  I have not heard from the business in response to my complaint. As I said, every time I have contacted the company, resolution was always promised, but never delivered.

  Business Response

  Date: 12/19/2024

  Dear Ms. ******** -

  We have reviewed your account and see that you were credited for 4 late fees in a total amount of $20.00 on 12/06/2024.  This will appear on your next invoice.  The late fee's kept accruing because the first one was not paid.

  Your account has a zero balance as of today.

  Thank you for being a customer of ********************** powered by Pioneer Telephone.

  Clear Live

  Customer Care

   

  Customer Answer

  Date: 12/21/2024

  [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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:07/15/2024

  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.

  Clear Live acquired **************************** Our bill amount increased and now includes charges for former telephone numbers, some which have been disconnected 5 years ago. One number, ************ was ported out over a year ago to another carrier. The person I spoke to did not give his name; he had broken English (offshore call center) and said the reason was because they have a new billing system. I only have ************ active with them for Long Distance. The monthly bill has been less than $5.00 a month for several months.My work pays for my residence line long distance bill, this is why the invoice for service is billed to CresComm WiFi LLC.

  Customer Answer

  Date: 07/26/2024

  I have not heard from the business in response to my complaint. I want to pay what is the correct amount based on the previous 90 days ********. Our bills have been under $5.00 a month on average. I do not want to pay charges for services previously requested disconnected or charges ClearLive forgot to bill.  My plan is to change long distance carriers. 

   

  Best,

   

  *******************************

  Business Response

  Date: 08/13/2024

  ********************* - I apologize for the misunderstanding with your Clear Live powered by Pioneer Telephone account. This happens when we are not notified of cancellations by our customers. We do require businesses to send us notification in writing to cancel services on their account which I see was requested when you called into our call center. We have cancelled all services as requested except for the number ending in 2040. Your account has been credited for the additional fees charged on your business lines. Let us know if there is anything else we can do for you.

• Initial Complaint

  Date:06/25/2024

  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.

  See attached letter to the president of Clear live. It appears my phone is not working and hasn't worked for 2 days. I get a fast busy signal. I called the phone co. yesterday and the CSR didn't know why I was getting a fast busy. But when I googled the term it says it could be because the phone has been cut off.
  I have been sending Clear Live payments and I am not able to get into the account because their site doesn't recognize my user name & PWD.
  It's a terrible system and I want my phone service back on, if it's off.

  Customer Answer

  Date: 07/05/2024

  [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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:08/08/2023

  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.

  3 months ago we started getting monthly credit card charges from ClearLive and we did not order any service from them. Phone number listed for them is disconnected. Website contact form is broken and does not complete.They appear to be an internet scam. Do not buy anything from them.

  Business Response

  Date: 12/19/2024

  The name changed from Pioneer Telephone to Clear Live over a year ago.  Notices were on all our invoices for over a year stating our name was changed to Clear Live powered by Pioneer Telephone.  The logo on the invoices has been Clear Live for over a year.  I am not sure why you were having an issue with our phones as they are not disconnected and our email works fine. You can reach our customer service at ************ Monday through Friday, 9:00AM to 8:00PM EST. or you can reach us via email at ******************************* with any further questions.   

  Clear Live Customer Care

• Initial Complaint

  Date:06/12/2023

  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.

  I use this company for home telephone service via VOIP/internet. I have been without home telephone service now for one month. I have been speaking with them as well as email them and they have not fixed the issue nor have they reimbursed me for lack of service. They have horrible customer service with no sense of urgency.

  Business Response

  Date: 06/29/2023

  We apologize for your recent experience with our company.  This is not a common occurrence as we understand that customers are why we are in business.  Your account has been reviewed and a credit was applied for part of May and all of June.  Thank you for being a valued customer of Clear Live powered by ********************.

  Customer Answer

  Date: 07/05/2023

  I have review their response.  They only issued credits after I cancelled my credit card which would not alow them to be paid any further.  They were going to charge me for charge backs etc to the tune of 55 dolalrs.  ******** after I cancelled my card did the get rid of the charges.  Their response is half true without all the detail.  Their service is awful and they took over one month to fix all the issues.

  This is my response to their statement.

  Thanks BBB for your help

  *********

   

• Initial Complaint

  Date:02/18/2023

  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.

  I had Pioneer telephone service for many years and it worked okay until they switched over to a new technology called "ClearLive". From about October to January, I was not able to make or recieve phone calls from Europe. The company uses a device called "Grandstream". My current provider says the device has some problems but, in the word of the new installer, "they (Pioneer or any other company) would never admit it". And they never did. For months Pioneer had a condescending attitude and suggested that their equipment worked fine and that I should just reboot my equipment, which in my configuration is not easy to do. They also asked for my elderly relatives to record the message they got when they were not able to call through. They are in their 90's and that is a difficult ask, but one made note of the message they got. I felt that Pioneer was just spinning my wheels. I was unable to talk with my relatives over Christmas and asked for some of my money back. With no response so far from Pioneer, I'd like all my money back. I will be posting on Yelp and Consumer Affairs.

  Customer Answer

  Date: 03/01/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 03/01/2023

  Unfortunately, the customer didn't reset their grand stream device. It is not ours and belongs to the customer.

   

  If the grand stream device isn't connected to our networkno calls will pass thru.

   

  On several occasions we asked for call details: date, time and number dialed. To which we never got a response. Without the device reset and or call(s) attempt details, we cannot help the end user.

   

  We are sad to see any customer leave and wish them the best.

  Customer Answer

  Date: 03/01/2023

  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 company's response was untrue.  I did reset the device many times and I did provide them with call details of attempted but failed calls from Europe.  They even called Europe to establish that the number that was trying to reach me was working. It worked.
  

  
  

  Business Response

  Date: 03/02/2023

  Once again, the equipment is owned by the customer.
  ****************** has no control over it, we can try to trouble shoot it. For $35 the customer had the choice of buying a new device. Obviously this customer hasn't returned "*******************" equipment as it doesn't belong to us.

  Customer Answer

  Date: 03/06/2023

  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. 

  Pioneer Telephone seeks to avoid responsability for the failure of it's new "clearlive" technology by saying that the in-home device that it provided me with installation, many years ago, was defective and that they are not responsible for the device because they do not "own" it. Pioneer incorrectly states that I was offered the opportunity to buy a new device for $35. In this assertion, they appear to put the blame on the device. This is the first time that they have said the device was at fault or that I own it. Their responses lack consistancy. 
  
  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,

  *******