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Phone.com Reviews (34)

Dear Revdex.com representative,
First of all, we have responded to [redacted] multiple times, including me personally via email on August 8th, 2016.
We are currently investigating this complaint. This 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 problem. We 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 not. Since 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 problem. We urge [redacted] to be patient while we continue working on this. I will respond again once we've heard back from [redacted], probably later this week.
Best regards,
Shey [redacted]
Director of Customer Service - Phone.com

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 address. We dont believe there will be a problem but need the...

customer to reach out so we can follow up.  
Thanks
Ari

Service goes down EVERY day. This seems to happen during peak businesses hours. As I am writing this review our phones have been down for 35 minutes. When I try to call the customer support I wait for 30-40 minutes just to be told there's nothing they can do and they have no idea why the system is down. It just so happened that their live chat support is offline only when there is a system issues and their system is down. We 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 down. Horrible service would not recommend them. When I pointed out they were charging me for a service that was advertised falsely, it was a fight to get them to adjust my bill. You 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.

Hello,
 
We have reviewed the customer's account and confirmed that they manually cancelled the account as stated.  We have credited $150.05 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 800 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]
Sr. Manager, Customer Service
Phone.com

This account as successfully canceled on behalf of the customer on August 14 after they properly verified that they were the account holder.

Review: have 2 accounts both accounts has been charged for extension phones that we do not have and charges were more than doubled. have contacted them over 10 days ago and what happened is they threatened to cancel our services and then doubled charges again. this brought our agreed price of 15.00 a month to over 91.00. we also have had issues on quality parents cannot use the phone it has connection issues and got told nothing company can do for this... it seldom allows time to dial in the number kicks off after the third number and if it does connect parents get a busy signal. last month of use parents could only do 2 minutes on calls? the normal routine is they only discuss if you have a file number so it forces you to sign into your account info and a series of emails then ensues and you tell three different people and no-one does anything. parents cannot and have not had much use only a few minutes each month.Desired Settlement: refund on charges already paid and if cannot get better service disconnect both accounts. would like a fast reply

Business

Response:

Hello,

I'll be more than happy to assist our customer on getting the billing situation corrected and credited back for our lack of service. Can you please provide us with their Phone.com number or ticket numbers of when he contacted our support team. Also, feel free to provide him with my direct email address ([redacted]) so I can personally take care of this problem.

Have a nice day,

Sr. Customer Service Representative.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Hello,

Thank you for your patience in this matter. We have determined that your issue requires the assistance of someone from our technical team and therefore I am escalating this ticket. We will continue to communicate with you as we have updates.

Sincerely,

Phone.com Customer Care

Email: [redacted]

Phone:

Twitter: They have both invoices on file and once again have billed me even though had sent a request prior to stop

all services. nothing they have said has come true and have decided to go else where for voip services. they have my complaint on file a public display of my phone number should not be needed. address should also be on file already do not want more info online than is needed. cancel my services and send me refund.

Regards,

Review: Completely unresponsive, non-existent technical support. Repeated attempts spanning 2 weeks. Calling your support line results in being put on hold for 20 minutes then forwarded to an "overflow operator" who takes contact info and promises someone will call back, but they never do. The online chat window puts you on hold for 15 minutes, then tells you it is too busy and shuts down! Unbelievable.Desired Settlement: We need to speak to someone about issues with our account immediately.

Business

Response:

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 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 normal 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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Service goes down EVERY day. This seems to happen during peak businesses hours. As I am writing this review our phones have been down for 35 minutes. When I try to call the customer support I wait for 30-40 minutes just to be told there's nothing they can do and they have no idea why the system is down. It just so happened that their live chat support is offline only when there is a system issues and their system is down. We 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 down. Horrible service would not recommend them. When I pointed out they were charging me for a service that was advertised falsely, it was a fight to get them to adjust my bill. You 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.

Review: I have been doing business with this company using a virtual [redacted] number for our business "[redacted]". Our company closed in May and I have been trying to close this account with [redacted] since early June 2014. No one will help me and there is no where on their website to access the cancellation of services.

In all my years doing business from business to business I have never had so many difficulties accomplishing the simplest thing. First no one returns your emails then their customer service reps make up stories that you have to do the cancellation yourself on line but as I stated before there is no where to do this in their website. Then they consciously have calls forward to a closed business and expect payment for their services.Desired Settlement: I can't take it anymore and all I want is for my service to be closed.

Please help me

Business

Response:

This account as successfully canceled on behalf of the customer on August 14 after they properly verified that they were the account holder.

Review: Phone.com disconnected my number [redacted]: for a period of time between 1 and 4 months - without providing a satisfactory explanation.

Ever since I started enquiring about this extremely serious problem, I have been treated awfully. Phone.com refuse to answer my questions. My calls to phone.com resulted in promises to call me back on 4 occasions, but never did. My last call to them, they put me on hold for 1 hour and then they hung up on me.

These are my questions regarding the phone number:

1) What caused the number to disconnect.

2) How long it has been disconnected for.

3) Why was I not informed that my number was disconnected.

4) How I will be compensated for loss of business and damage to my brand.

It was definitely disconnected throughout August and likely for 4 months in total. The last successful call to that number (before it was reconnected) was in early May.

So far all they have said is a statement, that it was disconnected at the end of August / beginning of September due to a system error of duplicated numbers. Although this is incorrect since it was definitely disconnected since the beginning of August, at least, and possibly all the way back to early May.Desired Settlement: Desired outcome is for phone.com to answer these questions and answer them accurately.

Business

Response:

Hi [redacted],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 impairments. However, we now have a status page that customers may check for up to date information.[redacted]

and/or[redacted]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.

Consumer

Response:

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.

Review: I originally began to have problems with my services with Phone.com on November 10, 2015. I attempted to contact the company at that time, was on hold for 20 minutes, and was eventually told that their answering service was taking my information for someone to call me back within 1 hour. I am still waiting for that call as of this date. I want to cancel my service, and have no way of doing such unless they contact me back. I have tried every phone number I can find for their company, but it always goes to voicemail, with no reply.Desired Settlement: I wish to cancel my service, effective 11/10/15, the original date I attempted to contact customer service to do so. I believe I should be refunded the full amount billed to me since that time, as I have since contracted with another company.

Business

Response:

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]

Consumer

Response:

Review: [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,

Business

Response:

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[redacted]

Review: I was unable to complete my company setup, no support, no webinars. So I followed their directions to cancel the account but had an error saying contact customer service. When you click it says page not found. I called and waited on hold 23 more minutes for their support line where I'm told it's no in his jurisdiction. I then go to their 9am-9pm online chat that was offline at 11:30am. I was only left with the option to cancel my credit card and get a new one issued because I don't have time for this!Desired Settlement: I have a credit on my account, which I shouldn't have been charged upfront.... I want it refunded by check since I had to cancel the card and this new account needs cancelled.

Business

Response:

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 [redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I had contacted phone.com several times about billing issues with my account. Being charged for services when phone number was not transferred when I was assured by their sales rep [redacted] that I wouldn't be charged until services had been rendered and number had been transferred. I have been charged in full, money credited to non service months, and charged in full for a month that I didn't have service. I have contacted both my sales rep [redacted], and Phone.com for resolution with no response, or credit to my account.Desired Settlement: I would like for my account to finally be credited and adjusted properly and any overpayment properly credited to future months or services.

Business

Response:

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 address. We dont believe there will be a problem but need the customer to reach out so we can follow up. ThanksAri

Review: I am disappointed in phone.com and the way that the company advertises their services. Online it says you can start a 30 day free trial with the company to try out their services. I signed up for the 30 day free trial on February 1st and I upgraded to the unlimited plan, I was immediately billed for $31.67 on February 3rd, not even a week after I signed up for the 30 day free trial. I called in to express my concern with the company, I spoke with a rep named [redacted]. She explained to me that the unlimited plan is not included in the 30 day free trial and that you only receive the basic plan and that is why I was billed and the company attempted to charge my card. While this policy may be true and in the fine print, I find this very misleading, it doesn't make sense that if you are trying out a service out for 30 days to see if you like it, if you go with the unlimited plan you are immediately billed. I have no problem paying for the service and as I stated to the rep [redacted], I actually like the service and all I wanted was to be billed at the end of the 30 days and I would continue with the service. [redacted] did not have stellar customer service, she was not empathetic to my situation and she would not put a supervisor on the phone after I requested that I speak with a supervisor. [redacted]'s attitude and demeanor was pretty much like these are our rules and deal with it, she did not seem to care about my situation and she was also a little combative with me. With these poor customer service skills, I am sure phone.com will not be able to keep new customers that are interested in their product and services.Desired Settlement: All I want is for the $31.67 that phone.com is trying to charge me to be billed to me at the end of my 30 day free trial with the company, I believe that is fair. If they will not adjust the billing date then I will be forced to sign up with one of their competitors such as evoice.

Business

Response:

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]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

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Description: Internet-Based Telephone Service, Wired Telecommunications Carriers (NAICS: 517110)

Address: 184 S Livingston Ave Ste 9-222, Livingston, New Jersey, United States, 07039

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