TrapCall

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 pay for blacklist service
Today I received text messages from a blacklisted number
When I called them they blamed ***  Need a refund

I signed up for one year with Trap Call on Oct26, I was on live chat with one of their representativeNot knowing that my cell phone had to be configured before the system would workAfter numerous times of trying to configure my cell phone, it was not compatible with their systemSo I request to cancel my subscription and to be refunded of the chargesI was assured by the representative that my subscription for the year is cancel and would receive a refundHowever, the next day I learn that the subscription was not cancel, and the charges were on my credit cardI immediately cancel my credit card accountAll attempts to contact Trap Call via e-mail or live chat were unsuccessful

I purchased their services earlier thus month for a little over $ It was for a year subscription A few hours after my card was charged I received a email stating that my services were disconnected I sent a helpdesk ticket and did not receive a response I have not been able to use the service on the mobile app or the website Both are saying my services were deactivated I was finally able to get in touch with their live chat who is only available randomly The rep stated that my services were active and offered a refund That was the only optionThey originally stated that my phone was not correctly displaying my accountHowever I've used other PCs to verify the information

This company has debtited my checking account without authorization or my knowledge until seen on a bank statement:
03/30/ Debit TRAPCALL COM SOUTH A #*** $
BB&T fraud monitoring has been notified, also
They will not answer the telephone at this company

[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,
*** ***

We were able to locate the account and chargeIt appears that the account was created fraudulently, if in fact Ms*** 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

We apologize for the inconvenience that *** *** 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, *** *** would need to dial *from his iPhone to remove any programmingHe can also contact *** if he experiences issues with deactivating

I purchased a monthly plan for Could not set up the program on my phone they did reimburse that then the following month they re-charged me again and said my money would be back on my car in to business days that was done on February 14, to this day I have not received money and nobody will contact me back

[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,
*** ***

We were able to locate Mr***'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

[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 me.
You all are truly Professionals at what you do. 
Very Respectfully,
[redacted]

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 September. Additionally, 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 $4.95 each. The total refund will be $9.90, which may take the bank/credit card company 7 to 10 business days to clear.

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. [redacted] 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 iPhone. Additionally, she stated on 7/31 via email "I understand the blacklist now". All of these instructions are provided on the website on our support page. Additionally, we do a test call after signup and activation to ensure that our users are fully aware of how to utilize the service. If Ms. [redacted] still has questions or concers regarding the service or her account, we provided contact information in the email that was sent to her. We'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 Mr. [redacted]' account and see the issues he had with his voicemail. There have been occasional...

issues with [redacted] voicemail which we have addressed, but there have been some users that still have intermittent issues. We provide our own voicemail system in the event that there are issues. Nonetheless, we provide a service to unmask blocked calls, which we did provide during his subscription. We dd provide a partial refund for the unused time, however he has disputed the transaction, in which he should have received a refund for the remaining balance from his financial institution. Since this complaint, Mr. [redacted]' subscription has been cancelled.

In reference to me complaint, towards Trap Call, I checked my credit card account this morning 10/29/2016 and saw that Trap Call did refund my $47.40 that was in dispute. I want to thank Revdex.com. As far as I am concern the complaint has been...

resolved.

We apologize for the inconvenience that [redacted] experienced with our services and support. We were informed of the issue with our phone system in which callers were placed on long holds due to an update. That issue was addressed and...

resolved. Additionally, 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 issue. Just to ensure that the problem does not persist, [redacted] would need to dial *73 from his iPhone to remove any programming. He can also contact [redacted] if he experiences issues with deactivating.

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]

Ms. [redacted] purchased a yearly subscription with TrapCall on 3/9/2015 at 4:47:44 PM EST. Upon purchase, we notified her, as we do with all of our customers that our subscriptions automatically renew. Our automated system reprocessed a payment on 3/19/2016 at 2:44:40 PM EST for the next years'...

subscription. It tried to process 5 payments from 3/9 to 3/16 but the card kept declining. If 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 account. We don't see any user's full card information. Ms. [redacted] logged into her account and cancelled her subscription on 3/19/2016 at 1:21:37 PM EST, after the payment was deducted. She had full access to cancel her subscription from her account at any time. Ms. [redacted] reached out to our technical support team on 3/20/2016 at 9:20:26 AM EST, in which we fully refunded the transaction in the amount of $95.40. She was also informed that payments take 5-10 business days in order for the credit to appear on her statement. We 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 September. Additionally, 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 $4.95 each. The total refund will be $9.90, which may take the bank/credit card company 7 to 10 business days to clear.