TrapCall

On June 23, I purchased a one year subscription to TrapCall From day one I had issues with call routing Calelrs would get a message saying my phone was not in service and it wouldn't ringThis company was deceptive and told me that the voicemail routing wasn't working at the moment with [redacted] (my carrier) I was patient and waited and opted to use their voicemail while they "fixed" it They told me they were working on it and it would be fixed in a "few days"It has never been fixedIt isn't fixed and I was just told that it doesn't even work Since I have [redacted] , I cannot use my own carrier voicemailThis is dishonest and advertising Most recently is an update to their app (starting September 13) that completely crippled the app on my phone and points directly to a service or account issue The app will open and load until I sign in From that moment, the app closes and will not stay open I've followed their support directives to a T and nothing

We apologize for the inconvenience that [redacted] experienced with our services and supportWe were informed of the issue with our phone system in which callers were placed on long holds due to an updateThat issue was addressed and resolvedAdditionally, we located the account and the support inquiry that was sent and see that Sam, one of our TrapCall Technical Support agents responded and resolved the issueJust to ensure that the problem does not persist, [redacted] would need to dial *from his iPhone to remove any programmingHe can also contact [redacted] if he experiences issues with deactivating

From what was referenced in the complaint, it looks like there is some confusion with our blacklist featureMs [redacted] stated that she received text messages from a number on her blacklistHowever, our blacklist feature does not offer text message blockingRather, we can block calls on her blacklist if she allows access to contacts with the TrapCall application on her iPhoneAdditionally, when a caller on her blacklist calls and she misses or declines the call, the person reaching out to her will hear a disconnected messageI called today to clarify and address any questions/concerns she may have hadShe can call me back at ###-###-####I'm available 10am to 6pm EST, Monday through FridayIt would be my pleasure to help

I apologize for the delay in responseThe calls that Ms [redacted] received were in fact unknownTrapCall is only able to unmask blocked, private, and restricted callsUnknown calls can't be unmasked because they do not have a caller IDWe replace unknown calls with ###-###-#### to give users the ability to blacklist unknown calls, causing the caller to hear that their number was disconnectedWe would have been glad to explain this and provide a refund had we been contactedWe offer our users Live Chat through the app and websiteAdditionally, we can be reached via email at [redacted] Our business hours are 9am to 9pm EST, Monday through FridayMs [redacted] already contacted her bank and disputed the transaction, so there is nothing further on our end

[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 [redacted] , and find that this resolution is satisfactory to me Thank you very much for the assistance on which you provided meYou all are truly Professionals at what you do Very Respectfully, [redacted] [redacted]

We were able to locate Mr [redacted] 's account and see that he canceled his subscription on 4/20/at 5:49:PM ESTIt does not appear that his device is still programmed with our service, but as a precaution he would need to dial *to deactivateThe line should beep and disconnectAs a courtesy, we also refunded $to the card on file for the payment that was deducted on 4/16/at 1:28:PM EST, days before he canceled the accountWe do not offer phone support or assistance via SMSWe offer Live Chat assistance on our website an in the application Monday through Friday, as stated on both platforms

Ms [redacted] purchased a yearly subscription with TrapCall on 3/9/at 4:47:PM ESTUpon purchase, we notified her, as we do with all of our customers that our subscriptions automatically renewOur automated system reprocessed a payment on 3/19/at 2:44:PM EST for the next years' subscriptionIt tried to process payments from 3/to 3/but the card kept decliningIf the card was changed, our merchant, which processes our payments, received the updated information from the bank, as we still have the old card details on the accountWe don't see any user's full card informationMs [redacted] logged into her account and cancelled her subscription on 3/19/at 1:21:PM EST, after the payment was deductedShe had full access to cancel her subscription from her account at any timeMs [redacted] reached out to our technical support team on 3/20/at 9:20:AM EST, in which we fully refunded the transaction in the amount of $She was also informed that payments take 5-business days in order for the credit to appear on her statementWe have closed the account to ensure any existing information has been removed from our system

Upon receiving the complaint, we located the account and saw that the only representative who accessed the account was a male (not female as referenced in the complaint) and had accessed the account in SeptemberAdditionally, we were unable to locate any email support inquiries or voicemails from [redacted] Nonetheless, we cancelled the subscription, and refunded both October and November's payments which were $eachThe total refund will be $9.90, which may take the bank/credit card company to business days to clear

Complaint: [redacted] I am rejecting this response because:the service is great at times but more clear explanation of services is needed maybe you can add more explanation on your website as I also kept getting unknown caller with no option to decline when I contacted TrapCall for help they advised me of pressing home button twice to reject call I didn't know this was what I was supposed to do as your website says reject / decline blocked number its just frustrating to pay a year in advance for service and then u can't use it your left clueless to me the blacklist gave the caller a message my service was disconnected then they can still text ??i simply added them to my regular block option with [redacted] your team has been responsive maybe you could add these tips to your FAQ pageyou pay all upfront but a few basic tips could resolve the "glitches" Regards, [redacted] ***

We're a bit confused as to why the response complaint was rejected, when shortly after receiving the complaint we sent an email to Ms*** and the response we received was "Thank you so much I love the service Your help is appreciated and has helped me"We fully outlined in the email how to reject/decline blocked calls using the power button (not home button) on her iPhoneAdditionally, she stated on 7/via email "I understand the blacklist now"All of these instructions are provided on the website on our support pageAdditionally, we do a test call after signup and activation to ensure that our users are fully aware of how to utilize the serviceIf Ms*** still has questions or concers regarding the service or her account, we provided contact information in the email that was sent to herWe'd be glad to help clarify if there was a misunderstanding or if she still has confusion with the functionality on her phone

We were able to locate the account and chargeIt appears that the account was created fraudulently, if in fact Ms [redacted] did not create the accountWe have fully refunded the transaction, flagged the card in our database so it can't be used any further, and have closed the accountIn regards to our support number, we have recently changed support options, so we no longer take inbound callsHowever, Live Chat assistance is available on our site Monday through FridaysCustomers can also send us a message during off hours

I received phone calls on my cell phone ###-###-#### for days from an "unknown caller" with no phone number all hours of the day and nightI went on line to find out how to stop the phone calls from coming in on my cell phone and TrapCall came up I signed up via email for the service that I would find out what the phone number was that was calling meIt was ###-###-####I called the number and it was "TrapCall"Only a recording to visit their websiteI left an email message as their is no other way to leave a message with this business"Please cancel my subscription and verify that this has been doneNo message backI took their application off my phone and after one week of no more phone calls I have started to receive the "unknown" calls againI want this to stop as I can not have my cell phone ringing constantly at workIt is a bait and switch that I fell for but now it has become harassmentThank you for anything you can do to help me with this!

I apologize for the delay in responseThe calls that Ms*** received were in fact unknownTrapCall is only able to unmask
blocked, private, and restricted callsUnknown calls can't be unmasked because they do not have a caller IDWe replace unknown calls with ###-###-#### to give users the ability to blacklist unknown calls, causing the caller to hear that their number was disconnectedWe would have been glad to explain this and provide a refund had we been contactedWe offer our users Live Chat through the app and websiteAdditionally, we can be reached via email at ***Our business hours are 9am to 9pm EST, Monday through FridayMs*** already contacted her bank and disputed the transaction, so there is nothing further on our end

In reference to me complaint, towards Trap Call, I checked my credit card account this morning 10/29/and saw that Trap Call did refund my $that was in disputeI want to thank Revdex.comAs far as I am concern the complaint has been resolved

Sent multiple email requests to cancel service and stop billing meDespite this, they brazenly continue to take money from my bank account without my permission

I responded to three text messages about cancelling service and I have called the phone number listed in the multiple text sent to me by the organization but they continue to charge my credit card and they do not actually provide phone support for any reason which creates an impossible circleI have made it clear that I do not wish to have this service but they will not release my number and restore it

On June 23, I purchased a one year subscription to TrapCall From day one I had issues with call routing Calelrs would get a message saying my phone was not in service and it wouldn't ringThis company was deceptive and told me that the voicemail routing wasn't working at the moment with *** (my carrier)
I was patient and waited and opted to use their voicemail while they "fixed" it They told me they were working on it and it would be fixed in a "few days"It has never been fixedIt isn't fixed and I was just told that it doesn't even work Since I have ***, I cannot use my own carrier voicemailThis is dishonest and advertising
Most recently is an update to their app (starting September 13) that completely crippled the app on my phone and points directly to a service or account issue The app will open and load until I sign in From that moment, the app closes and will not stay open I've followed their support directives to a T and nothing

After receiving this complaint, we searched our system and see that we received a voicemail from Ms*** on 12/18/at 07:pmOne of our representatives called her back and left a voicemail for her on 12/21/at 05:pm as we were closed for the weekend when she reached out to usWe were
able to locate her account and see that she that she has been consistently programmed with our serviceWe are willing to add time to her account for the inconveniences she has experiencedIn order to redeem this extension, or if she is still interested in canceling and receiving a refund she would need to call us directly at ###-###-#### and dial ext*** to speak with *** (myself), the director of our technical support teamWe will ensure this is resolved for her

I canceled my membership with TrapCallAlso, I received a new debit card a little while back, with different info I never gave them the updated info, but somehow was charged $after my cancellation and not updating my card info with themI feel this illegal and I am not sure to go about handling the process since I first, canceled my membership, and second, was charged money on a new debit card that they had no info on