Complaints

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

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  Phone.com, Inc.

  184 S Livingston Ave Ste 9-222 Livingston, NJ 07039-3014

• 

  Phone.com, Inc.

  625 Broad St Ste 240 Newark, NJ 07102-4417

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:05/01/2025

  Type:Sales and Advertising 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.

  This company took $70 from me in the last month to restore services. I was in the process of signing up for something and realized the service I had paid for was not working. I previously had used the service to call out and it worked fine so imagine the surprise when trying to use the service, realizing it in fact does not work, and on top of that they gave the service to someone else while still charging me. Then being told there was nothing that could be done in the form of refund or anything else. In fact, they asked me to pay extra. So here I am with $70+ being paid out for nothing in return and having to edit EVERYWHERE I had this service listed and remove/edit the details which takes a LOT of time. This company has failed me and my business and others should know to avoid them at all costs. Not to mention the language barrier that you will have to deal with whenever contacting somone about anything related to your account.

  Business Response

  Date: 05/02/2025

  This customers account became inactive due to non-payment. Phone numbers associated with inactive accounts are returned to inventory after a waiting period. The customer re-activated the account, which did not automatically recapture the phone number. Fortunately, after speaking with the customer we were able to return the number to the account. We also provided a credit of $12.00.

  Customer Answer

  Date: 05/02/2025

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** ********

• Initial Complaint

  Date:03/31/2025

  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.

  ***** ****** at Phone.com, and the support at phone.com have failed to provide me with a legible Business Associate Agreement for a ***** covered entity that I own. This violates California advertising and good faith covenant tort law. The two options she provided me are: an illegible docusign version wherein she refuses to provide basic, legible formatting by correctly entering my business name in a provided, editable space, or 2) having me manually print, sign, and send her a BAA that she will get a manual signature for. This does not uphold what phone.com has provided in years prior to 2025 and fails to honor the *** as a legal document required for all HIPAA covered entities. Change the advertising claim and give me my money back, or provide a proper BAA.

  Business Response

  Date: 04/01/2025

  We regret that the customers Business Associate Agreement had formatting problems. She has received and signed a reformatted agreement through ********. We are modifying our agreement templates to avoid this issue in the future.
  

  Customer Answer

  Date: 04/02/2025

  
  Complaint: 23137354
  
  I am rejecting this response because: ***** again sent me a defunct ***. While the format was finally legible, I signed it. ***** got it signed and returned to me -with a signature from Phone.com and a BLANK DATE. This is the most basic component of the ***** compliant phone service this company claims to provide for healthcare businesses! Phone.com has failed numerous times over the past week regarding a simple BAA! Stop false and illegal advertising or complete this basic contractual component immediately -in full- and provide me what I am entitled to regarding tort precedent. You are currently violating consumer protection laws in the state of *********** 
  
  
  
  Regards,
  
  ****** *******

  Business Response

  Date: 04/04/2025

  We escalated this matter to our Director of Customer Loyalty. We provided the customer with a fully executed agreement. She has not responded, so we believe the matter is resolved.
  We have implemented an improved version of the automated agreement format and process to avoid any similar issues in the future.
  
  

• Initial Complaint

  Date:01/20/2025

  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.

  The situation is particularly concerning because I was expecting a fully functional device, and instead, I received a malfunctioning phone that is hindering my ability to conduct business effectively. I am reaching out to you in the hope that you can assist me in getting this phone operational. It is crucial for me to resolve this matter promptly, as I need the phone for my professional activities. I Unfortunately , I had to return the phone back to Phone.com two months ago and Ive been calling them regarding my refund and they keep giving me the runaround regarding the refund. I would appreciate your attention to this issue and look forward to your prompt response to help me address this troublesome situation. Thank you for your assistance in getting to the bottom of this matter.

  Business Response

  Date: 01/21/2025

  We have reviewed our records regarding this now-closed account. The customer was refunded $104.95 on January 10, 2025. The only charges on the account were for the two months that the customer had phone service. We believe the refund has resolved the issue.

• Initial Complaint

  Date:12/09/2024

  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.

  I have been a customer of ********************, and I noticed that the billing amount has been inconsistent, fluctuating monthly without any prior notice or explanation. Last year, I called Phone.com to cancel my account. Despite this, I have continued to be charged $9 per month for the past year.I feel this is an unfair billing practice, as I made an effort to cancel my service, yet my account was not properly closed. I have been charged a total of $108 over the last 12 months without authorization. This has caused unnecessary financial loss and inconvenience.I kindly request Phone.com to:Refund me for all charges made over the past year ($108).Confirm immediate cancellation of my account to avoid further unauthorized charges.I have tried reaching out to Phone.com for resolution without success. If necessary, I am happy to provide call logs or bank statements showing the unauthorized charges.I hope this matter can be resolved promptly and amicably.Desired Outcome: Full refund of $108 and confirmation of account cancellation.Account details:************

  Business Response

  Date: 12/11/2024

  After carefully reviewing this account, we have determined that the customer called to cancel in August 2022. However, after discussing with our agent, she decided to move the number to a parked plan for a lower fee. Subsequently, the customer added a new number, which increased the monthly fee.  At the customers request, the account was cancelled on 12/9/2024. Our documentation indicates that no refund is due at this time.

  Customer Answer

  Date: 12/11/2024

  
  Complaint: 22660762
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:10/04/2024

  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 joined phone.com because it was one of the ONLY companies that linked to my business CRM. I knew I had to apply for SMS messaging and it would be a one time charge of $15. I had no problem with this, but the first time I tried to submit it, I got an error message, so I submitted it again. I realized later, I was charged two times, but one attempt never went through because it was an error message. I was denied because I apparently didn't fill out the form exactly right. So I submitted another one with help filling it out on the 12th. I got another error message, but when I refreshed my browser, it showed up in my account, so I thought it was fine and I was charged for this one too. I spent several weeks waiting on this to be approved and kept calling into phone.com and using their chat service to check on the status. Each time, I was told I just had to give it more time because they weren't the ones to approve it. When I checked on it the last time,, I was informed that it was never sent because there was an error and apparently if I had clicked on it to preview my application, I would have seen NULL written in the confirmation section and that meant it was never sent. NOBODY took the time to tell me this before and I have been missing work texts all this time waiting. I resubmitted it AGAIN and got ANOTHER error message, so I resubmitted AGAIN. This one went through, and I deleted all the null campaigns because they had told me the were no good. I told the person that I had been charged 5 times for these applications when only 2 went in and was told I could call in after I submitted the last one that went through and see about a refund. When I did,I was told no refund could be done. After arguing that they didn't even SEND 3, they finally gave me a $15 refund for one attempt. I pressed about the others and I was told I was out of luck because I deleted all the null campaigns so they had no proof even though they could see I sent 5 attempts through.

  Business Response

  Date: 10/07/2024

  After reviewing this customer’s account we have confirmed that the problem is resolved and issued a credit for $79. We have also provide the customer with a contact person should any additional issues arise.

• Initial Complaint

  Date:07/15/2024

  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 opened an account with ******************** less than 2 weeks ago with the purpose of using it as a personal line and be able to talk and text unlimited hence I choose a plan to do so. Once I opened the account the customer service representative told me that in order to send personal text messages I have to register a brand and a campaign in order to do so. It's been 2 weeks that I have not been able to do so, despite filling the campaign application with the help of the customer representative - all to be rejected because I allegedly I did not explain how customers will opt in and out of text messages which do not make any sense since I did not want to use this line for business purposes but for personal ones yet I was forced by the representative to even register an LLC EIN number for something that is not at all business related but I followed their advised. I have tried to cancel the services via web chat, email and even phone and they do not want to proceed to cancel the services and give me all my refund of the plan plus the fees of the campaigns and brand. I want to cancel and I want my full refund just like the Phone.com policy advised with the 30 day full money back guarantee.

  Business Response

  Date: 08/13/2024

  After reviewing the account, we have issued a refund for the total amount paid. The customer has closed their account and we wish them the best.

  Customer Answer

  Date: 08/19/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/03/2024

  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.

  Obtained service in 2017. Canceled service in January 2024. Still getting billed $30.99/month for a canceled service. I want the service cancelled. I want to be refunded for all of 2024 charges. The only use of the phone line happened because they allowed the line to stay open. The business was closed on 12/31/2023.

  Business Response

  Date: 05/21/2024

  After reviewing this account, we confirmed that the customer did contact us in January regarding cancellation. There seems to have been a misunderstanding regarding the customers intent. We have canceled the account and refund charges that occurred after the request.

• Initial Complaint

  Date:04/21/2024

  Type:Product 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 opened an account on 4/20/2024 using a free promo for my new business. On the surface, it looks like a great company. I discovered within just 10 hours I am now in a huge mess with a very shady company. When you first sign up, they give you the option to add users and assign phone numbers. I picked a number that said "FREE" next to it. Moments after, I received a notification that my bank account was charged an excess of $300. I contacted support to find out what happened.They claim I have picked a "premium" number and that was the cost.I am 100% certain this is not the case. I am extremely upset that I was deceived. I was paying very close attention to this.The mistake was acting on impulse and not reading the Trustpilot or BBB reviews first. This company refuses to help you in any way. Good luck getting a support member that will connect you with a supervisor. Good luck getting a phone call back after submitting a ticket. There is no easy way to cancel your subscription, and despite having only been a customer for 10 hours, they refuse to refund **** plan to dispute this with my bank and warn as many people as possible across social media about my experience.Do your research and spend your money with another company that cares about its customers. Horrible, shady business practices are being done here. If you're a small business owner, or a Fortune 500, you know that every dollar counts. They have no problem stealing from you and copy-pasting their "Sorry, we know you are upset, but we can't help you in this matter blah blah blah".RUN RUN RUN away from phone.com

  Business Response

  Date: 05/16/2024

  We have spoken to the customer and offered to refund the cost for the premium custom phone number that was inadvertently selected and replace the number with one that has no additional fee. The customer indicated that he is satisfied with this resolution.

  Customer Answer

  Date: 05/28/2024

  Regarding Complaint ID: ******** Login code: 64948277-BD2D0 The business has issued a refund and helped me. I want to change my position to be satisfied with the results. Thanks for your help.
  
  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:04/05/2024

  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.

  Dear Phone.com,I am writing to express my strong disagreement with your policy of requiring individual non-business customers like myself to complete the A2P 10DLC registration process and pay associated fees simply to send personal text messages from my Phone.com number.As an individual consumer using my Phone.com number for normal personal communications with friends and family, not for any commercial or business purposes, mandating this business-oriented registration creates an undue burden and cost that goes against industry norms and the intended purpose of the new carrier regulations.The documentation you provided clearly states that A2P 10DLC registration is aimed at "businesses that send text messages to US ten-digit phone numbers" in order to combat spam and unwanted bulk messaging. As a non-business individual, my texting usage falls well outside of that intended scope. Furthermore, your own documentation specifies that registration is not required for personal texting from toll-free numbers. Logically, the same exception should apply to individual use of a standard 10-digit number for casual personal messaging, not just toll-free numbers.Other major carriers and messaging providers have made clear that these new A2P 10DLC rules do not apply to individual users leveraging normal mobile numbers for everyday personal communications. Forcing me to obtain an Employer Identification Number (EIN) and pay recurring fees designed for commercial messaging businesses is completely inappropriate for my non-commercial texting use case.I must insist you re-evaluate this policy. Blocking my outgoing personal text messages or charging me fees intended for bulk messaging businesses simply defies common sense and industry-standard interpretations of these rules.I look forward to your response addressing this ill-fitting overreach of the A2P 10DLC policy.Regards,************************* Account #: ******

• Initial Complaint

  Date:03/29/2024

  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.

  They wont allow you to cancel your account through their website, chat or email. For an online company it is ridiculous that they force you to call a landline. As an international customer Im unable to call their number and they wont allow me to cancel any other way.

  Business Response

  Date: 04/16/2024

  In order to protect our customers accounts, we must verify account ownership before account cancellation. Once our team learned that this customer was not available to verify his account over the phone, we were able to determine another satisfactory account verification method and cancel the account.

  Customer Answer

  Date: 04/17/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** K