RingCentral, Inc.

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. Sincerely, [redacted]

Initial Business Response /* (1000, 8, 2015/05/28) */
The refund has been processed at this time and the customer should be getting it shortly. We confirmed this with the customer as well.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/01) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2014/06/20) */
This was indeed a billing problem. We have refunded the customer all amounts after better understanding the situation. Only part we cannot accommodate it the billing method, we do require a credit card to be on file.Customer understood...

and the account is still active after we worked out the refund.
Initial Consumer Rebuttal /* (2000, 10, 2014/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (4000, 11, 2014/08/13) */
The customer is not paying for anything currently as part of a goodwill gesture worked out. Customer is porting out phone numbers to another provider and as part of FCC regulations, the original account must be in working order when the...

"winning" carrier tries to port the phone number. Typically we would be charging a customer since the account is active and the number is still terminating to our services, hence this being a goodwill gesture. Customer has been informed that he will need to let us know when the numbers he wants are ported out that so that we can fully close out the account. The FCC rules are hard on everyone, as they are fairly complicated, but we believe this is a reasonable outcome with the customers ultimate goal being fulfilled. So just to be clear the account is not cancelled because the customer needs to complete a port out of phone numbers, not because we will not cancel it.
Initial Consumer Rebuttal /* (3000, 15, 2014/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business response is incorrect.
First, we completed all payments under our contract. There wasn't anything given as a "goodwill gesture". To this date, all charges for which we are responsible have been paid through the end of our contract (August 31). Our initial complaint was filed because their contract does not give you any numbers or addresses to cancel your service and their is none on their website for cancelation of service.
In addition, our efforts initially to port the new numbers were met with resistance. Claiming "FCC regulations", they kept demanding paperwork that we furnished numerous times. Finally, the numbers were ported. We have advised the company on more than one occasion the numbers are ported and we are done.
Finally, we have numerous emails stating our account is cancelled; however, the response states they are waiting on us. This is another example of the lack of communication you can expect with this company.
Unfortunately, the company's inter-communications is good when you are buying but poor when trying to cancel.
We are currently waiting to see if the promises given to us (no addition charges) will be fulfilled.
Final Business Response /* (4000, 17, 2014/08/18) */
The last payment where you have actually been charged was on 6/30. The goodwill gesture here was that you were not charged for the 7/31 payment. You may have received a bill paid notice from us, but if you have a moment to check with your credit card provider you will see that we did not actually charge you for that last month. Just want to clarify why we said that here as it appears you felt you had been charged for the last month.
The paperwork we were sent by your new provider did not match up records on our end, we apologize for this but we have to follow the FCC guidelines, and adhered to them. This led to it being rejected.
Spoke to another gentleman and he confirmed all numbers have been ported out at this time as you stated here and we will be closing the account out now.

Our agent has left five voice mails and sent 5 emails to this person, we have not heard back. We respectfully request for this to be closed or to provide better contact information.

Initial Business Response /* (1000, 5, 2015/06/25) */
Account is under contract at this time. We do have an expectation that the contract be honored. We apologize for the inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
I've been trying to cancel this account for over a year. This response is the perfect example of how they make cancelling nearly impossible.
I will be disputing the charges with our bank now as well.
It's very simple, cancel the account.
Final Business Response /* (4000, 9, 2015/06/29) */
Hi [redacted],
They signed a contract for a set period of time and are still under the contract, we do have a reasonable expectation that they uphold their end of the contractual obligations. I do not feel that replying further is productive in this scenario. They are well aware of the contract.
Thanks,
[redacted]
Final Consumer Response /* (4200, 13, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Revdex.com - this is far from a reasonable response and does not resolve this case.
We are not aware of any signed contract, and Ring Central's reply shows no evidence of a contract, or acknowledgement that we have been trying to cancel our account for a very long time.
Furthermore, wouldn't it be appropriate for them to tell us when this apparent contract expires? We clearly do not want to be their customer any more, so some sort of acknowledgement that our account will get terminated "at some point" would be useful too.
Underlying all this I believe is a very unethical business practice that I would ask you to investigate further and make publicly visible for others to see. They make it impossible to cancel the account via a web request, forcing customers to call in. Then, their phone service is ridiculously slow. They send invoices and billing related system emails from a "[redacted]@ringcentral.com" account so that it's difficult for customers to make support requests easily from a billing related email. It doesn't take a genius to see that this is all clearly designed to make it very difficult for customers to cancel or dispute an invoice.
I do not consider this case resolved. If RingCentral are going to continue to provide brief, non-specific responses, I would request further intervention from the Revdex.com.
Thank you.

Issue was fixed and a billing adjustment made.

Initial Business Response /* (1000, 5, 2015/07/27) */
We have a 30 day money back guarantee period. This issue was brought up well outside of that period (6 months) so we do expect that the contract be honored.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
Ringcentral is making no accommodation whatsoever. I am asking that the contract continue but that some of the lines be removed as they are unusable.
I have made a good faith effort to make those lines workable (paying for doubling of internet speed, new router). Ringcentral acknowledges that the problem I am having is unsolvable and that the phones should not have been used for that arrangement. Between implementation, programming, changes to internet settings and feedback from staff - 30 days is unrealistic. Our intent was to make it work.
I asked ringcentral to remove the lines (6 of 11) that do not work from the billing. They would not accommodate in any way full stop.
This is not an honest business practice and the idea of honoring a contract is misleading. They are providing a service that partially didn't work for me and now that I am asking to have changes made they are refusing to allow any changes knowing that that part of the service doesn't work for me and never should have been set-up - but because I tried everything to make it work and went outside of the 30 days they would rather take the money then do anything for the customer knowing it's not working, never worked and never should have been sold.

Read the fine print. Ringcentral will try to milk every single cent from you without offering a proper service it advertises. The phone drops calls half of the time, doesn't work properly, displayed information is not accurate. They do auto renewal to the contract and every line you add automatically falls into contract. They cheat and lie [redacted].

Initial Business Response /* (1000, 6, 2015/02/26) */
We reviewed the issue with the customer. Showed how to block calls from specific numbers. More a harassment type issue though that would need to be handle with local law enforcement or the FCC.

Ring Central service has been unreliable and I do not recommend using their service if you need to reliably make and receive telephone calls. Also, when we went to cancel this service after having "used" it for 3 years, we were told that while the original contract was was for one year, the contract has a provision that automatically renews for 12 months every year. If you forget to cancel the contract 30 days prior to the end of the contract they automatically have you hooked for an extra 12 months. The only way they will let you cancel is to buy out all the additional months of the contract. We recommend avoiding Ring Central and their awful contract terms.

Initial Business Response /* (1000, 11, 2014/12/02) */
We have left over 5 emails and 3 voicemails for [redacted]. Believe we have a solution that will work but we do need to talk or converse via email if that is preferable.
Initial Consumer Rebuttal /* (3000, 13, 2014/12/13) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
Once again I did receive a call and email from [redacted] from Ringcentral. The best point of contact is by email. So on 12/2/14 at 1:52 pm [redacted] responded in an email stating that they will refund $319.00 to the AMEX card that I have on file with RingCentral. I emailed [redacted] on 12/2/14 at 6:37 pm stating that I was satisfied with that outcome and to proceed. I have yet to hear back in response to an email. I also sent an email on 12/8/14 to follow up as I have not had a credit to the AMEX nor a follow up email from [redacted]. I then again check my AMEX credit card on 12/13/14 and still no credit to the AMEX. I have tried calling as well however their is no direct line that is being provided therefore the automated operating service that Ringcentral uses makes it nearly difficult for me to speak with a representative. Since apparently Ringcentral only receives responses from the Revdex.com this is my confirmation for RingCentral to credit my AMEX for the $319.00 that was due back to me months and months and months ago.
Final Business Response /* (4000, 17, 2015/01/07) */
The refund was processed
Final Consumer Response /* (2000, 19, 2015/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/20) */
We apologize for the inconvenience and have cancelled the account at the customers request.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business...

Response /* (4000, 14, 2015/09/01) */
Apologies for the misinformation. We were under the impression the early termination offer had been accepted by the customer, but they did not comply. Contract is in place, so we will not be able to cancel it until either the contract expires or the early termination offer is accepted and paid.
Final Consumer Response /* (4200, 18, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That isn't at all what this business originally posted, but is another example of them not standing behind their word. I stand firm that this business does not live up to it's promises and other consumers need to be warned not to make the same mistake I made by going into business with a company that does not have integrity.

The trial ended as it should have at the proper time. Payment failed for the account to progress further. We gave a second trial period as well.

Final Consumer Response /* (3000, 5, 2015/09/02) */
I wanted to respond to this and let Revdex.com know that I was contacted by RingCentral today and they stated they are going to be giving me a refund. Once that is received I'll respond to withdrawal the...

complaint.
Thanks,
[redacted]
________________________________________

Initial Business Response /* (1000, 9, 2015/09/11) */
We have attempted to contact the customer numerous times and it appears he is hanging up on us after we identify ourselves. We would like to discuss this matter but need participation. We do see a contract in place currently.

You can remove mentions of compensation. Thank you.

We do apologize for the inconvenience in this matter. We believe that the proper refunds and corrections have been made at this time and appreciate the customer working with us to get them resolved.

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.Sincerely, [redacted]