Dear Revdex.com representative,We have attempted numerous times to contact the customer Zebadiah Ohland by both phone and email He did not respond back to any of our emails or voicemails.This customer paid for a year of Phone.com service in advance, which brought the total charges billed to $
($per month, plus applicable fees and taxes) He probably selected the annual pay option unintentionally on our web site when he created the account.We have issued a full refund/credit for the $charge and closed the customer's Phone.com account as requestedHe should see the refund back on his credit within 2-business days.Best regards,*** ***SrManager, Customer ServicePhone.com
Hello:I was informed that the customer indeed canceled her account and a credit was attempted to be processed. The complaint and the cancellation may have crossed paths. The request is for a refund check of $5.64; Customer changed her CC info on the account so the auto refund process
did not work.We now issued a check and it was mailed to the customer If there is any problem do let us know but we believe it will arrive in a day or two. Thanks ***
Hello,Thank you for your noteWe are working with the customer and we respectfully disagree that he is not getting responses *** is having a direct dialog with our customer service director. As for his specific comments in his latest complaint:Porting DIDs out of Phone.com: this process is handled between phone service providersThere is an official process and we do and will work with whatever service provider he chooses and if he or any other customer has any questions we will gladly assistWe are reaching out to him again to find out what the problem with number porting is.As for credit: we have indeed offered him credit / compensation which he declined and just yesterday (10/13/15) emailed our customer service director stating that he changed his mind.We understand his original frustration, we explained the situation in our original response There is no need for him to keep sending notifications to the Revdex.com but we will continue to do our best and respond and help him even after he stops being a customer Sincerely*** ***CEOPhone.com, Inc
Complaint: ***
I am rejecting this response because: The correction has not been made to my account.First, be careful with your wordingYou ask me to "be patient"? This is a serious issue, and I have been waiting literally several months without resolution and without updates from youMeanwhile, I have been paying the wrong tax rate that is too high and is going to an entity that does not service my area.Sure, you have replied - with no updates or resolutionUntil now, I have received no response from you keeping me apprised of what you are doing, if anything at allMost of your responses were auto replies to my email inquiries or the initial recipient saying they are escalating this or that I am paying the correct tax rate based on zip code or some other reply with no valuable information showing that you understand the seriousness of this caseRecently, I got no reply at allThe least you can do is update me on your progress.Please look at reality and address this issue, not ask me to be patient.Second, blaming your contractor is not a solutionI do not understand why you finally scheduled a call with your contractor when I pointed this out to you months agoI ask that you to take full responsibility and fix this immediately"Fixes" are possible in a timely manner - I know because I am a programmer and know that this should not take months for a fixRegardless of how large the software program is, a patch should not take months to program, test and applyOther companies, large and small, that I have dealt with have fixed the tax rate on the spotMeanwhile, perhaps you could prepare my invoice manually to ensure that it's done right.Third, You state "probably later this week" - "probably"? That does not give me confidenceHow about dropping things now and getting an immediate fix? Or, provide a firm timeline of what I can expect when.Thank you Revdex.com for getting some sort of reply indicating that they are finally doing something about thisI hope that we don't need you to arbitrate this case.Regards,*** ***
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Hello:Our customer service team tried to reach the customer via phone and email but have not heard back.We did credit his account in the past and if he feels something is still not correct we are happy to discuss and addressWe dont believe there will be a problem but need the customer to reach out
so we can follow up. ThanksAri
Complaint: ***
Customer service from this company continues to be appallingThe only way that I can get answers is to complain through Revdex.com I will be satisfied once I am able to leave this company and port my numbers away.The new company I want to move the numbers to, require me to supply them a BTN number, this is the phone number which is tied to the account and identifies the account for the purposes of porting the number awayThey said if I give the wrong one, then the port will be rejectedI have numbers with phone.com, so I have no idea which one it is Customers service agents have told me there is a no BTN number I have tried to contact the supervisor and director of customer service but they have not got back to me with an answer.Additionally, I have accepted the compensation offered but I would like to know when it will be paidWill it go directly into the account that is currently setup with phone.com ?
Regards,*** *
I was advised that question 4) How I will be compensated for loss of business and damage to my brand, would be reconsidered now that it is clear that the number was disconnected since May I was advised that I would receive a call back at 4pm Thursday EST from the director of customer service, who is the decision maker in regard to this issue but I didn't receive a call backThis is the 5th time I been told by this company I would receive a call back, without anyone calling I would like to be called back on ***, as promised and have my question addressed."
Complaint: ***
I am rejecting this response because:Thank you for the credit and no charge until this is resolved.I would like a follwhen you have this corrected and will apply the taxes to the locale that services my area.I look forward to continuing a mutually beneficial relationship with phone.com
Regards,
*** ***
Hello, We have reviewed the customer's account and confirmed that they manually cancelled the account as stated We have credited $back to the customer's credit card The customer may verify this credit by contacting their credit card company directly We apologize that
this customer had difficulty getting through to our customer service department over the toll-free number phone line We also have customer service available through online chat and email which is very helpful when phone hold times are longer than usual Thank you. Best regards, *** ***SrManager, Customer ServicePhone.com
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1***1, and find that this resolution is satisfactory to me
***
Hi ***,I have copied the response sent through our ticket system below If or when you have time today I would like to speak in regards to the below.1) What caused the number to disconnect?-There were duplicate records for the number within our system.2) How long it has been disconnected
for?-From what I have gathered the duplicate record was added in May This is when your number would have stopped working.3) Why was I not informed that my number was disconnected?-Before last week we didn't provide notifications for service impairmentsHowever, we now have a status page that customers may check for up to date information.***
and/or***4) How I will be compensated for loss of business and damage to my brand?-I refunded last month's bill totaling $28.73.-I applied a 20% discount for one year.If you have any further questions or concerns please let me know and I will address them
[redacted]
I am rejecting this response because: I received an email stating I would receive only a partial credit to my account in the amount of $14.75. I believe I am entitled to a full refund of all services billed since my original request to have my account closed, 11/10/15, as I still have received no response to any of my phone calls to customer service, aside from the response prompted by this complaint.
Regards,
[redacted]
Hello,Once we have received the ATA device back from the customer Brian H[redacted], we will issue a full refund for all charges back to his credit card. We will also reimburse him for the shipping charges he paid to send the device back to us. Please note that our company policy is to not reimburse...
shipping charges on a cancelled order. This is specified in our Terms of Service (ToS):https://www.phone.com/customer-terms/Section 4.2: You shall be responsible for all costs and risk of loss to ship the Equipment to our designated return facility.In this case we are willing to make an exception in order to fully resolve the matter and close this complaint. We will do the following upon receipt of the ATA device:- $62.96 will be credited back on the customer's credit card to refund the charges in full.- A check for $16.60 will be mailed out to the customer to reimburse him in full for the shipping costs back to us.We cannot refund the amount of $16.60 back to the customer's credit card since it was never charged on it in the first place, hence we will mail out a check for reimbursement of these costs for $16.60.
HelloWe are sorry that the customer had technical problems with our service. We did go through a major upgrade to the network. In any case the customer canceled her account and got a refund: [redacted]Happy to follow further up if needed [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Hello,We have contacted the customer and arranged to provide a new ATA device to him free of charge. Once he receives this device our Tier 2 Support representatives will help to configure it. We will update our information online to make it more clear that we do not provide technical support for...
outside ATA devices. ATA devices that are not purchased directly from Phone.com are not supported if customers are unable to self-configure them. We apologize for the inconvenience this has caused and we've worked with the customer to rectify the issue.Best regards,Shey G[redacted] Customer Service
Dear Revdex.com of New Jersey and Ms. [redacted],We have successfully contacted the tax vendor [redacted] last week. In order to resolve this issue we must update our integration with their system to a newer version of their API (Application Programming Interface). This is how our systems "talk" to one another (ie. exchange data). We plan to do this as soon as possible, but it will take some time and planning. I don't have an exact ETA at this time for the new integration. As I stated in my previous response, this is not a simple task despite what Ms. [redacted] believes.As a goodwill gesture while we work to resolve the issue, we will provide Ms. [redacted] with free service until the issue is resolved. Her service costs approximately $35 per month. I have applied a $75 credit to her account today to cover free service for the next 2 months. We hope that Ms. [redacted] finds this offer satisfactory while we continue to work on the core issue with the [redacted] integration.Best regards,Shey [redacted]Director of Customer Service - Phone.com
Dear Revdex.com representative,We have attempted numerous times to contact the customer Zebadiah Ohland by both phone and email He did not respond back to any of our emails or voicemails.This customer paid for a year of Phone.com service in advance, which brought the total charges billed to $
($per month, plus applicable fees and taxes) He probably selected the annual pay option unintentionally on our web site when he created the account.We have issued a full refund/credit for the $charge and closed the customer's Phone.com account as requestedHe should see the refund back on his credit within 2-business days.Best regards,*** ***SrManager, Customer ServicePhone.com
Hello:I was informed that the customer indeed canceled her account and a credit was attempted to be processed. The complaint and the cancellation may have crossed paths. The request is for a refund check of $5.64; Customer changed her CC info on the account so the auto refund process
did not work.We now issued a check and it was mailed to the customer If there is any problem do let us know but we believe it will arrive in a day or two. Thanks ***
Hello,Thank you for your noteWe are working with the customer and we respectfully disagree that he is not getting responses *** is having a direct dialog with our customer service director. As for his specific comments in his latest complaint:Porting DIDs out of Phone.com: this process is handled between phone service providersThere is an official process and we do and will work with whatever service provider he chooses and if he or any other customer has any questions we will gladly assistWe are reaching out to him again to find out what the problem with number porting is.As for credit: we have indeed offered him credit / compensation which he declined and just yesterday (10/13/15) emailed our customer service director stating that he changed his mind.We understand his original frustration, we explained the situation in our original response There is no need for him to keep sending notifications to the Revdex.com but we will continue to do our best and respond and help him even after he stops being a customer Sincerely*** ***CEOPhone.com, Inc
Complaint: ***
I am rejecting this response because: The correction has not been made to my account.First, be careful with your wordingYou ask me to "be patient"? This is a serious issue, and I have been waiting literally several months without resolution and without updates from youMeanwhile, I have been paying the wrong tax rate that is too high and is going to an entity that does not service my area.Sure, you have replied - with no updates or resolutionUntil now, I have received no response from you keeping me apprised of what you are doing, if anything at allMost of your responses were auto replies to my email inquiries or the initial recipient saying they are escalating this or that I am paying the correct tax rate based on zip code or some other reply with no valuable information showing that you understand the seriousness of this caseRecently, I got no reply at allThe least you can do is update me on your progress.Please look at reality and address this issue, not ask me to be patient.Second, blaming your contractor is not a solutionI do not understand why you finally scheduled a call with your contractor when I pointed this out to you months agoI ask that you to take full responsibility and fix this immediately"Fixes" are possible in a timely manner - I know because I am a programmer and know that this should not take months for a fixRegardless of how large the software program is, a patch should not take months to program, test and applyOther companies, large and small, that I have dealt with have fixed the tax rate on the spotMeanwhile, perhaps you could prepare my invoice manually to ensure that it's done right.Third, You state "probably later this week" - "probably"? That does not give me confidenceHow about dropping things now and getting an immediate fix? Or, provide a firm timeline of what I can expect when.Thank you Revdex.com for getting some sort of reply indicating that they are finally doing something about thisI hope that we don't need you to arbitrate this case.Regards,*** ***
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Hello again: I was informed that the account was pro-rated and credited as per the cancellation date and that all is good now. Thanks***
Hello:Our customer service team tried to reach the customer via phone and email but have not heard back.We did credit his account in the past and if he feels something is still not correct we are happy to discuss and addressWe dont believe there will be a problem but need the customer to reach out
so we can follow up. ThanksAri
Complaint: ***
Customer service from this company continues to be appallingThe only way that I can get answers is to complain through Revdex.com I will be satisfied once I am able to leave this company and port my numbers away.The new company I want to move the numbers to, require me to supply them a BTN number, this is the phone number which is tied to the account and identifies the account for the purposes of porting the number awayThey said if I give the wrong one, then the port will be rejectedI have numbers with phone.com, so I have no idea which one it is Customers service agents have told me there is a no BTN number I have tried to contact the supervisor and director of customer service but they have not got back to me with an answer.Additionally, I have accepted the compensation offered but I would like to know when it will be paidWill it go directly into the account that is currently setup with phone.com ?
Regards,*** *
I was advised that question 4) How I will be compensated for loss of business and damage to my brand, would be reconsidered now that it is clear that the number was disconnected since May I was advised that I would receive a call back at 4pm Thursday EST from the director of customer service, who is the decision maker in regard to this issue but I didn't receive a call backThis is the 5th time I been told by this company I would receive a call back, without anyone calling I would like to be called back on ***, as promised and have my question addressed."
Complaint: ***
I am rejecting this response because:Thank you for the credit and no charge until this is resolved.I would like a follwhen you have this corrected and will apply the taxes to the locale that services my area.I look forward to continuing a mutually beneficial relationship with phone.com
Regards,
*** ***
Hello, We have reviewed the customer's account and confirmed that they manually cancelled the account as stated We have credited $back to the customer's credit card The customer may verify this credit by contacting their credit card company directly We apologize that
this customer had difficulty getting through to our customer service department over the toll-free number phone line We also have customer service available through online chat and email which is very helpful when phone hold times are longer than usual Thank you. Best regards, *** ***SrManager, Customer ServicePhone.com
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1***1, and find that this resolution is satisfactory to me
***
Hi ***,I have copied the response sent through our ticket system below If or when you have time today I would like to speak in regards to the below.1) What caused the number to disconnect?-There were duplicate records for the number within our system.2) How long it has been disconnected
for?-From what I have gathered the duplicate record was added in May This is when your number would have stopped working.3) Why was I not informed that my number was disconnected?-Before last week we didn't provide notifications for service impairmentsHowever, we now have a status page that customers may check for up to date information.***
and/or***4) How I will be compensated for loss of business and damage to my brand?-I refunded last month's bill totaling $28.73.-I applied a 20% discount for one year.If you have any further questions or concerns please let me know and I will address them
Complaint:...
[redacted]
I am rejecting this response because: I received an email stating I would receive only a partial credit to my account in the amount of $14.75. I believe I am entitled to a full refund of all services billed since my original request to have my account closed, 11/10/15, as I still have received no response to any of my phone calls to customer service, aside from the response prompted by this complaint.
Regards,
[redacted]
Hello,Once we have received the ATA device back from the customer Brian H[redacted], we will issue a full refund for all charges back to his credit card. We will also reimburse him for the shipping charges he paid to send the device back to us. Please note that our company policy is to not reimburse...
shipping charges on a cancelled order. This is specified in our Terms of Service (ToS):https://www.phone.com/customer-terms/Section 4.2: You shall be responsible for all costs and risk of loss to ship the Equipment to our designated return facility.In this case we are willing to make an exception in order to fully resolve the matter and close this complaint. We will do the following upon receipt of the ATA device:- $62.96 will be credited back on the customer's credit card to refund the charges in full.- A check for $16.60 will be mailed out to the customer to reimburse him in full for the shipping costs back to us.We cannot refund the amount of $16.60 back to the customer's credit card since it was never charged on it in the first place, hence we will mail out a check for reimbursement of these costs for $16.60.
HelloWe are sorry that the customer had technical problems with our service. We did go through a major upgrade to the network. In any case the customer canceled her account and got a refund: [redacted]Happy to follow further up if needed [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Hello,We have contacted the customer and arranged to provide a new ATA device to him free of charge. Once he receives this device our Tier 2 Support representatives will help to configure it. We will update our information online to make it more clear that we do not provide technical support for...
outside ATA devices. ATA devices that are not purchased directly from Phone.com are not supported if customers are unable to self-configure them. We apologize for the inconvenience this has caused and we've worked with the customer to rectify the issue.Best regards,Shey G[redacted] Customer Service
Dear Revdex.com of New Jersey and Ms. [redacted],We have successfully contacted the tax vendor [redacted] last week. In order to resolve this issue we must update our integration with their system to a newer version of their API (Application Programming Interface). This is how our systems "talk" to one another (ie. exchange data). We plan to do this as soon as possible, but it will take some time and planning. I don't have an exact ETA at this time for the new integration. As I stated in my previous response, this is not a simple task despite what Ms. [redacted] believes.As a goodwill gesture while we work to resolve the issue, we will provide Ms. [redacted] with free service until the issue is resolved. Her service costs approximately $35 per month. I have applied a $75 credit to her account today to cover free service for the next 2 months. We hope that Ms. [redacted] finds this offer satisfactory while we continue to work on the core issue with the [redacted] integration.Best regards,Shey [redacted]Director of Customer Service - Phone.com