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:04/01/2023

  Type:Product 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 company has concocted a scam to extort an excessive amount of funds from unsuspected individuals and refuses to refund the extorted funds when caught. As the following shows, they have taken $143.86. There Refund policy is attached, which shows that ************************** requested refund before 14 days had elapsed. They intentionally delay and manipulated to violate policy. Please Investigate and apply some pressure to to what is morally correct. Please Help? Thanks, ****** ******* ***********, ********************* of *********************************

  Customer Answer

  Date: 04/28/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by The Powerline Group Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *********************************
  

• Initial Complaint

  Date:03/27/2023

  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.

  I was told this was spyware. When I downloaded it, the app showed on my other device. I deleted it. I contacted them and they said they understood and would refund me since the product was not what I was looking for. Then I waited the 3-5 business days and never saw the refund. I contacted again and was told they were going to track down my refund. Now weeks have passed and Im not getting any response other than an auto generated email response. This company is selling a product that is not what they say it is. Now Im out almost $84.00.

  Customer Answer

  Date: 04/21/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by The Powerline Group Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:03/23/2023

  Type:Sales and Advertising 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.

  I ordered turbo phone through auto forward/power line group on Oct 11/22. Once purchased I immediately realized that it was not what I had expected and requested a refund within a few minutes of ordering. I received an email the same day from ***************************** saying that my refund had been processed and should be credited to my account within 3-5 days.It was not. I continued to to email that I hadnt received my refund and was told a variety excuses problems with their system server and then that a tracer had been placed on my refund and then that my concern had been escalated to a refund supervisor. I also let them know that I was additionally charged the subscription again (4 times in total) I was further told by ******* that she could see in their system that my refund was issued and to give it a few more days. I still didnt get my refund and continued to be charged the monthly subscription fees ranging from $82.18- 82.40 each month from Oct to Jan despite my continued emails. The subscription was finally cancelled in Feb but I still havent received my refund. Im am owed $533.63 from the original purchase (never activated) and monthly subscription fees . I have called many times only to be directed to their website. I have emailed and now just get a system generated message that I will be contacted which never happens! The following is my order number ********* and these are my request numbers ******, ****** and ******. I have my credit card statements showing all charges and all emails stating that refund was on way. I very clearly let them know that I did not activate the product key and that I was continuing to be charged and they blatantly lied and ripped me off! Im requesting my money be refunded - $533.63 CD. Thank you, ***********************

• Initial Complaint

  Date:03/23/2023

  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.

  I purchased software and did not realize they charged a large monthly fee as it was not stated to me. I then asked for a refund on 3/1 and now it is 3/23. At first they said no and referred to the policy, but when I pushed back about the monthly fee they said they would refund and it takes 3-5 business days. Fine, but that passes and no refund. Then they state it was a server error and I would receive the refund. Still nothing. They keep asking me to wait. At this point Im going to my bank to dispute the charge and its disappointing that they keep lying saying Ill get my refund and nothing. I cant call them to work this out and they refuse to call me.

• Initial Complaint

  Date:02/24/2023

  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.

  I purchased this on 12/22/22. I could not get the app to work, nor could I get anyone on the phone to help. I requested a refund and was told immediately that I would receive one in 3-5 business days. I have emailed back and forth for 2 months with them and always received the same answers: 3-5 days, its been issued, dont know why theres a delay, our supervisor will be contacting you. I have even threatened an attorney and it has not produced results. I do not know what else to do.

  Business Response

  Date: 03/13/2023

  We apologize that you are not completely satisfied with the software.  After a manual review, we see that the license key was activated.  For this reason you are not eligible for a refund and the automated responses regarding your refund were not valid.  Going forward, please keep in mind that your software purchase never expires and you are able to use the software at any time with 24/7 customer support.

  Customer Answer

  Date: 03/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have 8 emails from this business from 12/22/22 to 2/24/23 stating that they will be issuing or have issued me a refund. Some of these emails even state that a tracer has been placed on the refund. I have even been told once that it had already been sent to my bank and it may take a few days for the transaction to go through, which it never did. Never once was I told that I would not be receiving a refund because I activated this product. I dont know how I could have activated it. The whole reason for the refund was because I could not get the product to work, nor could I get any customer representative or technician on the phone to help with the problem. I immediately asked for a refund after realizing this and was surprised when I quickly got a response stating they were sorry and would gladly issue a refund. Now it is almost 3 months later and I am still waiting on the refund that has been promised IN WRITING 8 times!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/15/2023

  We do apologize and can understand your frustration with this situation.  The responses regarding the issuance of your refund were automatic response with manually being reviewed.  We have since correct the automated response.  However, I did perform a manual review of your account and was able to see that the license key was activated.  For this reason we are unable to issue you a refund.  

   

  We will continue to support your purchase.  As you mentioned, you need assistance with getting the program working.  Please contact the support team that you originally submitted your request for further assistance with whatever concerns or issues you are having.

• Initial Complaint

  Date:01/07/2023

  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.

  Purchased a software license on November 25th, 2022, charged to my account for $134.04 posting on November 26th, 2022. Upon installation determined that it did not work as advertised and e-mailed *************************************** to request a refund despite their policy stating that they would not issue a refund once installed. Obviously there was no way of verifying proper operation prior to installation and use of the license which should have been a red flag, my mistake. Regardless of policy I did receive a response promptly from **************** their Customer Support Specialist on November 27th, ************************************************************************************************** 3-5 days. After giving more than ample time I checked my account to find that the refund had not been issued. On December 25th, 2022 I followed up the request and stated that I had not received the credit yet, to which **************** again replied on the same day:Dear Customer, I do apologize for the delay in the refund process as there was an issue with our server. Your refund has been processed. Please allow 3-5 business days for the funds to appear in your account. If you do not receive the refund please reach out to me for immediate assistance. Have a wonderful day!Now here on January 7th, 2023 I am filing a dispute with my credit card company and filing this complaint a long with the many others for similar poor business practices and this company scamming others. I wish I had looked into this company prior to having made this purchase.

  Customer Answer

  Date: 02/01/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding The Powerline Group Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:01/04/2023

  Type:Product 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.

  September 16th for $143.86 I contacted for a refund right after the charge and told them it doesn't do what it is suppose to do. So I need a refund in which they state that it went through their system but the cc company states no refund has ever came through my account and they would respond at first but now they won't respond at all to any of my emails and u can't call them all u get us a message stating to contact them through their website and u can't get a hold of anyone. This has been going on since September 16th and I need the cash refunded to me

• Initial Complaint

  Date:12/20/2022

  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 had an unexplained charge to my account for $160 and I contacted the company concerning this transaction. First, you CANNOT speak to a live person about your account. But I suited a ticket requesting a refund for the amount deducted from my account. This has gone on for 3 weeks now. They keep apologizing and giving me excuses. Making false promises. And agree to refund money. But they still have not addressed the matter. But I KEEP getting the 3-5 business days b.s.

  Business Response

  Date: 12/22/2022

  We apologize that you are not completely satisfied with your purchase.  However, the only way to purchase the software is on-line, sent to your email address.  The email address you provided on this platform matches the email address we have.  I also looked further and see that you contacted our support team and supplied the order #.  The only way you can obtain the order number is through the welcome email you received with the license key. I also looked into it deeper and see that you activated your license key 2x.  For this reason, you are not eligible for a refund and all of the checkpoints match your email.  Please visit our terms and conditions here for further information, item 11, last paragraph: ******************************************************  
  

  Customer Answer

  Date: 12/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: I don't have an account with you I don't have a key or an account number to reference I only became aware of this charge because it came up on my financial statement. It shows to be BFG marketing so I'll look the company up on the internet and called the phone number to contact you (which is a scam just like your company) the automated system further instructed me to email your company as I did and from the first email to the last not only did I not reference a an account number because I don't have one but also your company has promised me my refund was on its way and would be here within 3 to 5 business days that's been over two weeks and now you're trying to cop out and say that I don't qualify for a refund

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/02/2023

  We have reviewed the customer complaint and have determined that the customer is not eligible for a refund.  We apologize for any automated email response, however, I manually looked into every aspect of the purchase.  We have several checkpoints that must match in order to purchase our software.  The absolute only way to purchase the software is with an approved email address, which is where the program gets delivered to.  Your email that you are replying here on this BBB platform matches exactly to the purchase.  You even submitted a support ticket providing your order # which is only available with the welcome email sent to your email.  Our mailchimp service also captures the email sent and can also capture the amount of times a customer clicks on the activation key, which you  clicked on 2x.  This is our final decision.  You are not eligible for a refund.  However, please keep in mind, this is a one-time purchase with a lifetime of support.  Your license key is active and will remain active so you may use your software at any time now or in the future.

  Customer Answer

  Date: 01/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have not received any compensation or real life response from this company.  They continue lying to me about my so called subscriptions.  If you read the last response they said my subscription was active and was a lifetime of support. They took my money. AND cancelled their services!

  I demand justice. This is fraud

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:12/12/2022

  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.

  Nov 20 I bought phone software for ****** an it wasn't what they said it was so within five minutes cancel wanted refund was told they refunded but never got it

  Business Response

  Date: 01/02/2023

  We have responded to your complaint.  We consider this matter closed and no further action will be taken.

  Customer Answer

  Date: 01/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Because I still have not received my refund just telling me to call a phone number,that just says log onto the website and send a email gets no where

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:11/03/2022

  Type:Product 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.

  On 9/3/22 I purchased an auto forwarding product in the amount of $129.97 from this company and it didnt work so on the same day I requested a full refund. Two months later I still have not received my refund. Multiple emails later I continue to be told my refund has processed and will fund in 3 business days. I cant get anyone on the phone. They are not refunding me the money. Their refund policy states full refund within 30 days - I requested it on day 1. They have stolen my money and wont return it!