TrapCall

[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]

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.

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.

From what was referenced in the complaint, it looks like there is some confusion with our blacklist feature. Ms. [redacted] stated that she received text messages from a number on her blacklist. However, our blacklist feature does not offer text message blocking. Rather, we can block calls on her...

blacklist if she allows access to contacts with the TrapCall application on her iPhone. Additionally, when a caller on her blacklist calls and she misses or declines the call, the person reaching out to her will hear a disconnected message. I called today to clarify and address any questions/concerns she may have had. She can call me back at ###-###-####. I'm available 10am to 6pm EST, Monday through Friday. It would be my pleasure to help.

[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.
Regards,
[redacted]

We were able to locate Mr. [redacted]'s account and see that he canceled his subscription on 4/20/2016 at 5:49:18 PM EST. It does not...

appear that his device is still programmed with our service, but as a precaution he would need to dial *73 to deactivate. The line should beep and disconnect. As a courtesy, we also refunded $4.95 to the card on file for the payment that was deducted on 4/16/2016 at 1:28:06 PM EST, 4 days before he canceled the account. We do not offer phone support or assistance via SMS. We offer Live Chat assistance on our website an in the application Monday through Friday, as stated on both platforms.

We were able to locate the account and charge. It appears that the account was created fraudulently, if in fact Ms. [redacted] did not...

create the account. We have fully refunded the transaction, flagged the card in our database so it can't be used any further, and have closed the account. In regards to our support number, we have recently changed support options, so we no longer take inbound calls. However, Live Chat assistance is available on our site Monday through Fridays. Customers can also send us a message during off hours.

I apologize for the delay in response. The calls that Ms. [redacted] received were in fact unknown. TrapCall is only able to unmask blocked, private, and restricted calls. Unknown calls can't be unmasked because they do not have a caller ID. We replace unknown calls with ###-###-#### to give...

users the ability to blacklist unknown calls, causing the caller to hear that their number was disconnected. We would have been glad to explain this and provide a refund had we been contacted. We offer our users Live Chat through the app and website. Additionally, we can be reached via email at [redacted]. Our business hours are 9am to 9pm EST, Monday through Friday. Ms. [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.
Regards,
[redacted]

Review: I've been using service for a few years. It's never worked right. I've gone online with their chat professionals and have called about various issues with their service. For instance, the latest issues are that blacklisted calls are coming through to my voicemail, and private calls are not revealed. As far as I can see it hasn't worked correctly, at all, for around a year and a half. I wrote a couple reviews on [redacted], someone wrote back and told me to contact the manager. I called during their hours that they were open, no live person ever answered the phone and when I left a message for the manager, noone called back.Desired Settlement: I should ask for a complete refund for the last couple years. I will only ask for half of my money back over the last 24 months.

Business

Response:

After receiving this complaint, we searched our system and see that we received a voicemail from Ms. [redacted] on 12/18/15 at 07:31 pm. One of our representatives called her back and left a voicemail for her on 12/21/15 at 05:13 pm as we were closed for the weekend when she reached out to us. We were able to locate her account and see that she that she has been consistently programmed with our service. We are willing to add time to her account for the inconveniences she has experienced. In 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. [redacted] to speak with [redacted] (myself), the director of our technical support team. We will ensure this is resolved for her.

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: In October this year, I discontinued my services w/ Trapcall, due to the system wasn't working. I called the Customer Service several times to cancel Services, in which the lady told me as of that day, 15OCT`5, they will no longer take money out of my account. On 26NOV15 Trapcall again charged my account $4.95 after I was told it wouldn't happen. I called after the Thanksgiving break to report that it had happened. The gentleman told me that they have no record of that taking place, even thou it's on my bank statement. He informed me that I had to give him, my account / banking information to him so he can ensure me that it will not happen again. I didn't do this.Desired Settlement: Refund my OCT / NOV payment of $4.95 as well DEC 2015, if it occurs.

Business

Response:

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.

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.

Thank you very much for the assistance on which you provided me. You all are truly Professionals at what you do. Very Respectfully,

Review: I no longer wanted trapcalls services so I followed the procedure to cancel my services. My calls are still being forwarded to trapcall and I am unable to receive my voicemails. I have sent trapcall several emails with no response, and have spent over an hour on hold two separate times receiving no answer from their customer service. I want trapcall to completely delete my account so that I am able to receive my phone calls and voicemails normally. I have missed several important voicemails due to this issue regarding their service.Desired Settlement: I want trapcall to fix the problem and remove me from their system so that I can receive my calls and voicemails as normal!

Business

Response:

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 Verizon if he experiences issues with deactivating.

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,