Phone.com

Complaint: [redacted] I am rejecting this response because: Thank you for the credit and no charge until this is resolvedI would like a follwhen you have this corrected and will apply the taxes to the locale that services my areaI look forward to continuing a mutually beneficial relationship with phone.com Regards, [redacted]

Service goes down EVERY dayThis seems to happen during peak businesses hoursAs I am writing this review our phones have been down for minutesWhen I try to call the customer support I wait for 30-minutes just to be told there's nothing they can do and they have no idea why the system is downIt just so happened that their live chat support is offline only when there is a system issues and their system is downWe are a business that relies heavily on the phone and pay hundreds of dollars for incoming leads and the money is just wasted every time there system goes downHorrible service would not recommend themWhen I pointed out they were charging me for a service that was advertised falsely, it was a fight to get them to adjust my billYou would think a company whose service has been getting worse and worse and losing more and more customers would try to keep the customers who have been with them for a while happy since their service is unreliable but no this isn't the case with phone.com

Amazing features, amazing customer service, NOT offshore I've been with Phone.com for three solid years; a few minimal problems fixed quicklyI HIGHLY recommend Phone.com Linda R

Dear Revdex.com representative, First of all, we have responded to [redacted] multiple times, including me personally via email on August 8th, We are currently investigating this complaintThis issue that our customer [redacted] has complaining about (tax rates) involves a third party tax vendor: [redacted] We have a call scheduled with them this week to discuss the matter and how to fix the problemWe have received documentation from [redacted] regarding the tax rates in her area, and we will do everything we can to resolve the matter with the tax vendor I think that [redacted] believes this is a simple "fix" for us, which it is notSince a third party tax vendor is involved (our billing systems interface with theirs), this is not a simple "fix" whatsoever We have to get two analysts from both sides (Phone.com and [redacted] ) to coordinate researching and fixing the problemWe urge [redacted] to be patient while we continue working on thisI will respond again once we've heard back from [redacted] , probably later this weekBest regards, Shey [redacted] Director of Customer Service - Phone.com

Dear Revdex.com of New Jersey and Ms [redacted] , We have successfully contacted the tax vendor [redacted] last weekIn 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 (ieexchange data)We plan to do this as soon as possible, but it will take some time and planningI don't have an exact ETA at this time for the new integrationAs I stated in my previous response, this is not a simple task despite what Ms [redacted] believesAs a goodwill gesture while we work to resolve the issue, we will provide Ms [redacted] with free service until the issue is resolvedHer service costs approximately $per monthI have applied a $credit to her account today to cover free service for the next monthsWe hope that Ms [redacted] finds this offer satisfactory while we continue to work on the core issue with the [redacted] integrationBest regards, Shey [redacted] Director of Customer Service - Phone.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 workWe 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: Our customer service team tried to reach the customer via phone and email but have not heard backWe 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 Thanks Ari

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, [redacted] SrManager, Customer Service Phone.com

Hello,
Can we ask for more identifiable account information so we can look up this account?
In general:
We are suffering from long hold times and delays getting back to customers and we apologize
"line-height: 1em;"> for that This will change soon as it occurred mainly due to a series of complicated cyber-attacks over a patch of several weeks Our team has been working with cuber security experts as well as law enforcement officers to address the problems (that affected our network - NOT our website) A major network upgrade occurred this passed weekend and we expect that customer service levels will soon be back to as we go through the backlog of tickets and customer concerns It has been a rough time for us and I personally apologize for the long hold times

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
***

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

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.
"line-height: 1em">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 workWe 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
[redacted]

Hello
We 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]

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]

Amazing features, amazing customer service, NOT offshore. I've been with Phone.com for three solid years; a few minimal
problems fixed quickly. I HIGHLY recommend Phone.com Linda R.

Hello:
We have reviewed this complaint and followed up directly with the customer. 
We have clarified our terms and explained our billing / trial service. Refunded the customer accordingly for the trial period.
We believe all is taken care...

of now to the satisfaction of our customer. 
Thanks
[redacted]

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 back. This 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 [redacted], as promised and have my question addressed."

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

Complaint: [redacted]
I am rejecting this response because:
Thank you for the credit and no charge until this is resolved.
I would like a follow-up when 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,
[redacted]