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:06/02/2023

  Type:Customer Service 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 been receiving robocalls and spam calls from numbers belonging to this company. They keep calling to my desk phone, personal cellphone and work cell phone. The situation has been getting worse as time goes by and it has made me miss calls from potential/current clients. Now I receive around 20+ calls in all my lines everyday all from different numbers owner by the ThinQ/****** company. This is out of control.

  Business Response

  Date: 06/02/2023

  *********, thank you for this report. And for chatting with me via our online support at ******.com. As I said then, we can help trace and eliminate these calls. We need you to send **, via support@******,com, the TO and FROM numbers, as well as the ************* of the call(s). Our support team can trace them, and work with you to keep you in the loop on our investigation. We take all traceback requests and complaints very seriously, and have found downstream providers to be in violation, leading to them losing access to our network. I hope you'll take the time to report these via this email address and together we'll work to identify and remove bad actors from ****** and all of our **************** networks. Thank you. 

• Initial Complaint

  Date:10/12/2022

  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.

  This business hosts phone scammers. I receive numerous spam calls per day from numbers hosted by Commio offering scam loans. This company (Commio) has no phone number and their contact form will not accept any of my email addresses this I cannot even contact them.

• Initial Complaint

  Date:10/12/2022

  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.

  We used to do business with ThinQ (now Commio) for many years. They were not competitive with other options so we only used them for our backup telecom routes. When ThinQ asked about increasing our business with them, we told them to simply lower their prices and we would give them more business. Instead they tried to force it by announcing they were going to start charging us a monthly minimum that was 4-5 times what we were spending. Terrible ethics. We canceled the service immediately and received confirmation that our account was closed and balance was zero (see attached communication from May 4th). This past week we were contacted by their collections department about a past due amount which was related to minimum fees after cancelation. The contact could not help me resolve it and did not know how to transfer the call to someone who could. There was a strong echo on the call (note: they are a communications company with bad phone service). They said it was their "policy" to charge a minimum. They wasted a lot of time today dealing with this. It was very upsetting. I have attached the invoice. Note the date is a month after cancellation. I asked to speak with the people responsible for the new policy which lead to our cancellation and the subsequent collection efforts. The executives refused to speak with me today. I am very unhappy and I would like to make sure a complaint is filed against this company. I have also filed a public complaints on this and other sites. I want to make sure they know that they have an unhappy former customer and that their BBB rating is dinged.

  Business Response

  Date: 10/12/2022

  Mr. ***** was a customer of thinQ from 2017-2022. In May 2022, he was offered a new pricing plan with 30 days notice to respond, which would raise WebFones minimum monthly investment to $500. He opted out within the notification period. We closed his account per his instructions on June 1, and sent him a refund check for his outstanding balance soon after. Unfortunately, there was a remaining shortfall invoice that was sent to him by mistake which was supposed to be waived. A new member of our billing team reached out to him to discuss, without realizing that the account was closed and this needed to be waived. After speaking to him, she immediately waived the invoice. All aspects of the situation have been closed successfully with no negative impact on Mr. *****. On October 10, 11, and 12 Mr. ***** contacted nine different members of our company through multiple social media posts, phone calls, and then to you via our BBB profile to complain about his experience, we have yet to be able to get him on the phone to discuss. We understand that he didn't wish to opt-in to our new minimum pricing, but we have done all we can within our contractural terms to allow him to opt-in or opt-out and have refunded his outstanding balance within our contractual terms. Please let me know if I can add any additional details: *** ******, ###-###-####, **************

  Customer Answer

  Date: 10/13/2022

  RE: complaint ID ********
  
  Better Business Bureau:

  I actually did speak to **** **** about this issue and we have it resolved.

  It would be important for *** to know that his customers were not given 30 days notice.  Telling us that you are going to bill a minimum amount for the current month in approximately 30 days does not constitute 30 days notice.  We were already in the billing period where the minimum applied.  Note that I received notice May 4th and the bill of June 1st for services in May showed a $500 minimum.  

  While I was already upset with the manner in which they suddenly instituted the minimum, the second issue was a problem with their billing department where they were trying to collect on that June 1 bill.  I probably would not have left negative feedback if it wasn't for this.

  The best thing for *** and his staff to do is acknowledge that they messed up the implementation of this and probably made a bunch of people mad on the way out.  It probably did a lot of harm to their brand.  I can personally think of a dozen ways they could have turned unprofitable customers into profitable ones, without pissing-off people in the industry.  That was a terrible business move.

  Sincerely,
  
  ***** *****