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:02/09/2024

  Type:Order 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.

  signed up for a business telephone number with phone.com on 11/13/2023 and paid $630.30 for the year. I cancelled the service on 2.8.2024 because the telephone NEVER worked well, and I kept losing business calls. I asked for a refund for the rest of the year that I have already paid. Was told by a rep that she is not "sure they do that"? She told me her supervisor was not in the office to ask about a refund but that she would reach out and get back to me.........NOTHING! I have already filed a complaint with the ************************ for Fraudulent activities. I will now be filing a complaint with the *** until I receive my refund.

  Business Response

  Date: 03/12/2024

  After review of this account, the customer was provided with a pro-rated refund of $486.23 on 2/21/2024. 

  Customer Answer

  Date: 03/13/2024

  [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:01/11/2024

  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 have called support about an ongoing issue that has not been resolved. Phones.com has changed their support team and unfortunately the new team does not understand the back and system well enough to solve complex issues. Ive been with this company for years and this issue has been ongoing now for about the last year. I had something almost identical to this happened to me a few years ago, and went through the same headache, until I finally got one supervisor who understood the system well, enough, and he was competent enough to fix my issue in 10 minutes. Now it has happened agai. I have probably a half dozen times in the last several months and each time support messes with things that make my issue worse because the support team is unable to properly configure my business phones. Currently when I get an incoming call, all of my extensions blink and I cant tell which extension is calling. So I never know if its a client who wants to schedule or somebody calling about their bill. Certain staff handle certain issues, and if they never know which call to pick up so its extremely problematic. It is also and very poor customer service. I call support today and was on the phone for 2 hours and 45 minutes and my issue is not resolved, ** told that the way my phones were configured before support messed them up is no longer possible. One time support told me that I was confused and I mustve misunderstood how my phones worked. They try to give me an effective workarounds. Today because they could not fix my issue so I know which extension has the incoming call, they wanted me to let all of my calls go to voicemail and then I will get an email letting me know which call the extension went to. So the fix is to never answer a call in realtime but to let every call go to voicemail and then return the call later. Its so absurd. They have refused to escalate my issue to a higher level support. When I scheduled a call with the supervisor, nobody called.

  Business Response

  Date: 01/24/2024

  We are sorry that this customer had a disappointing experience with Phone.com customer support. We were able to connect with her and resolve her current issues. In addition, she has been connected with a dedicated account manager/technician who can help her with any issues in the future. We also provided some account credits. She indicated that she is happy with the resolution.

  Customer Answer

  Date: 01/24/2024

  [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:01/03/2024

  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 received an invoice and realized that I no longer needed the service. I asked to cancel the service effective when my last paid day would be. This was to be Feb 3rd ****. They indicated that I wait until that day to cancel. After it took me 30 minutes to connect, I asked they cancel it now. Then I asked for a refund for the remaining time, and they could not process a refund, not even for a pro-rated. The company business practices are in question here. It is only $26.55, however companies that treat customers this way should be shut down.

  Business Response

  Date: 01/04/2024

  We are sorry that the customer was disappointed with his interaction with Phone.com. As requested, we have voided the $26.55 charge.

  Customer Answer

  Date: 01/05/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for being there to support consumers from unethical business practices of certain companies. 

  It is unfortunate that Phone.com cannot resolve customer service issues without intervention. This is a reflection of poor leadership, and guidance

  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/01/2023

  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.

  08/15 I engaged with phone.com to purchase phones and port my numbers over to use a VOIP system. 9/14 the number port but we could never receive incoming calls, client could not reach us, Outbound calls were showing as random numbers and a VAPE SHOP, inbound calls showed us as disconnected and out of service, recordings would not upload and the customer service promises were not kept. I am glad I did not pay annually but when I cancelled all services on 9/27 after being passed around and then instructed to use Tech Support which is definitely NOT US based, I was informed there are no refunds after 30 days. But they would give an adjustment on the next invoice. Their behaviour was completely unprofessional and very disappointing.

  Business Response

  Date: 10/12/2023

  We are sorry to hear that this customer was dissatisfied. As reported, there were a number of unrelated issues that impacted this account. Although our team attempted to work with the customer to resolve them, she opted to port her numbers to another carrier instead. We have facilitated the number transfer and provided a $100 refund.

  Customer Answer

  Date: 10/12/2023

  
  Complaint: 20682971
  
  I am rejecting this response because: Their response that they attempted to work with us, as the client, is not accurate.  We were unable to receive calls as a business numerous times and after being told we were operational, we received calls for TWO DAYs and then were down again..  One tht day, after 2 hours and many attempts by their support and our IT director working with them, still could not receive incoming calls.  Our recorded greetings/messages on the phones when clients called in were not accurate and they could not provide a resolution timeframe.  I was asked to call in to receive their free tech support, then asked to schedule online for a tech support call, then waited on the call for 20 minutes before being notified that they would not be able to assist and I would need to call a different number for support.  After almost 40 days of sub par service and many days that our phones, mobile apps and voicemails would not work, we had no option but to move to a carrier that could get our business back up and running.  And the $100 refund does not nearly cover the business lost or the amount we've had to pay to get our system up and running and trouble shooting their system that would not work. 
  
  Regards,
  
  *****************

  Business Response

  Date: 10/18/2023

  After another thorough review of this account, we believe the remedy offered to the customer was appropriate. We recognize that the customer was unhappy with her experience, but we are confident that our agents acted properly under the circumstances. She is welcome to contact us directly if she likes.

  Customer Answer

  Date: 10/18/2023

  
  Complaint: 20682971
  
  I am rejecting this response and will reach out to them directly, as I did previously.  I will not recommend, nor refer to their company and have alerted the company that referred them to me, of their business practices. 
  
  Regards,
  
  *****************

• Initial Complaint

  Date:09/11/2023

  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.

  Received a fraudulent charge on my debit card for $52.13 from this company. Apparently I am not the only one according to the fraud department I talked to. I have no idea who or what this company is and have never had any contact with them what-so-ever.

  Business Response

  Date: 09/12/2023

  Unfortunately, it appears that *********** was a victim of credit card fraud. We have closed the account created with this credit card and provided a refund. We have also reached out to *********** to let them know that this card has been compromised and they should work with their financial institution to replace or protect it. We have ensured that our systems will no longer process transactions using this card.

  Customer Answer

  Date: 09/13/2023

  [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:07/26/2023

  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 received an unauthorized credit card charge for $86 from this company on July 25. I do not know this entity, nor have I ever interacted with anyone that would have resulted in this charge.

  Business Response

  Date: 07/27/2023

  Unfortunately, it appears that ************** was a victim of credit card fraud. We have closed the account that was created with his credit card and provided him with a refund. We have also reached out to ************** to let him know that his card has been compromised and he should work with his financial institution to replace or protect it. We have ensured that our systems will no longer process transactions using this card.

  Customer Answer

  Date: 07/27/2023

  [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:06/20/2023

  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.

  We asked customer service how to setup a feature that was supposed to be included with our plan. We followed the steps and then received a bill for $50 more dollars the following month. The first day we got the bill we called in and removed the feature and explained what happened and they would not correct the billing error. Even though we hadnt used the feature and clearly didnt need to pay for the included feature. We requested a call back from a supervisor after waiting on hold for one for 25 minutes and still no call back. Its completely ridiculous. Fraudulent sales and billing practices

  Business Response

  Date: 06/22/2023

  We are sorry that the customer experienced this issue. We have refunded the customer all of the charges resulting from this inadvertent change to the account

• Initial Complaint

  Date:04/13/2023

  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.

  The company I work for had a trial code from our upline to try phone.com. When we signed up we were to put a card on file for renewal. I received an email April 5 (date and time stamped) with an invoice to show amount due. I waited to speak to my boss to see if we were going to continue to keep it, even though we didn't use it once. We decided not to. My card was charged the same day, April 5 for *****. I called to have my money refunded, and was told I should have called them before they charged me. I agree, however, the only notice I received was via email the same day the charge posted to my credit card. Our IT department at our firm confirmed that no other notice was sent prior to the one on April 5. I am due a refund. I would have contacted them sooner, had they notified me sooner. A terrible way to do business.

  Business Response

  Date: 04/14/2023

  This customer signed up for ******************** as part of a program offered by one of our partners in which the partner paid for the Phone.com subscription for a limited time. All customers in the program were notified multiple times via email by the partner that the subsidized period was ending and they would be switched to direct bill. Phone.com also notified all customers in the program that they would be billed beginning this month. It provided information on how to cancel if they no longer needed the service. Our records indicate that this customer received but did not open the email from Phone.com.

  
  Despite this, we have issued a full refund to the customer.
  
  

• Initial Complaint

  Date:01/15/2023

  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.

  When I signed up with Phone.com over 12 years ago, one kep factor for my decision was that they stated they had a **-based operation with US-based tech support. This is required due to classified contracts I handle. The few times in 2017 and 2018 I needed tech support it was US-BASED. Now, I have after calling several times told that their tech support is US-BASED but the technicians state they are all in *****. A violation of my contracts to use non-US-Based individuals to access my account record. No one except Non-US Non-Citizens are reachable. The company is advertising they are US-based with US-BASED operations but as anyone can tell, including those reviewing my security controls, they are lying and have only ****** operations. A clear violation of marketing terms.

  Business Response

  Date: 01/17/2023

  We are sorry that the customer is disappointed in his experience with Phone.com. While our support team was exclusively based in the ** at one time, we have recently improved our support capabilities by adding skilled overseas agents to our team. We still do and will continue to have US-based agents available and have asked one of them to reach out to the customer to see if we can help. The customer requested that we stop advertising 100% US-based support. We did so at the time we added our new agents.
  

• Initial Complaint

  Date:12/16/2022

  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 signed up for Phone.com on 11/17/22 and paid for the annual subscription. On 12/2/22 my number was ported over to Phone.com where I could start using it. As soon as my business number ported over (on 12/2/22) I began experiencing connectivity issues that I wasn't able to resolve with Phone.com support. By 12/7/22, I requested to have my number ported out. (It was not even a week before I put in the request to port my number back to my original carrier.) My original carrier is not able to port my number over until 12/20/22 despite my requests for an earlier port date. Phone.com has repeatedly told me that they will not give me a refund, even a partial prorated refund, if my account is not closed by 12/17/22. I have also been told by both carriers that the number cannot be ported over if my Phone.com account is closed before the number ports out. I have contacted support at Phone.com multiple times and even spoken with a supervisor to explore all my options. They still will not provide even a partial refund or later cancellation date. It is unconscionable to take a year's worth of payment for 5 days of service.

  Business Response

  Date: 12/22/2022

  After reviewing this account, we decided to extend the refund period because of the time it thook the other carrier to complete the port.  The port is complete and the customer has received a full refund.