Trumpia

Trumpia seems to be down extended periods each and every month. You will not get a refund if you buy credits and then are unable to use them befcause their system is down. Use one of the more reliable options out there. The customer service, if one dares call it that, does not answer the phone, and then gives a series of excuses for the system not working before hanging up and leaving you having paid for credits you can't use.

Case #: [redacted] Trumpia provides its customers with web-based software that integrates popular messaging channels such as SMS, Email, Social Media, and Voice broadcastingThe customer had purchased a year package that provides a user account and text credits for SMS messaging in AugustThey reached out in November stating that the system was too difficult for them and they wanted a full refundOur refund policy is clearly stated on our website as well as in the invoice prior to their purchaseIn order to help the customer, we added Campaign Management services to their account, free of chargeThis is a paid aservice to help with creating the customer’s marketing campaignTrumpia employees are restricted from sending out the customer messages due to liability, however we are able to construct the campaigns and save them as draftsThe customer only needs to review our work and schedule the message to sendUnfortunately due to miscommunication, the customer assumed that the messages were already scheduled, but the campaigns were never reviewed and sent by the customerEmails exchanged with the customer explain that the messages were added into their account and ready for review Aside from adding the Campaign Management at no charge, Trumpia also offered to extend the year package as an alternative to the refund

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Thank you for your response Unfortunately, your response didn't respond directly to the complaint We signed up for for Trumpia based on the information from your sales rep After signing up for service we started the process to upload our contacts and found that what the sales rep had told us was counter to what your upload agreement states We canceled our service immediately and notified the company of the issue, cancellation and requested a refund within a few hours of signing up Since the rep said something contrary to the upload agreement and we canceled service the same day we signed up without using the service we are requesting a full refund of the subscription price Regards, [redacted]

To whom it may concern, Our records show that [redacted] purchased his account for $on 10-05-at 22:15:(10:15PM)You can view this here: [redacted] From the original complaint: "I purchased $worth of credit on Trumpia.com that I would use for my father's political campaignThe site claimed that if I purchased the credits and uploaded the contacts, I would be able to send mass text messages within half an hour of completed uploadUnfortunately, the advertised half an hour ended up being more then hours before they got back to me and approved the upload." Response: Our system allows you to import a list of contacts to send out mass text blasts to, but to enable this feature the customer has to fill out a contract stating that all of the contacts they are uploading are collected legitimatelyThis process usually takes up to minutes, which our system does stateHowever, our system shows that this contract was received minutes after purchasing our software at 10:PMYou can see this here: [redacted] We do not have anyone in the office at this time of day, which would explain why his contract was rejected "more than hours" later He then tried requesting a refund for the unused credits via support ticket, shown here: [redacted] In our response shown, we state that it is in our terms of use that we do not issue refunds for unused creditsHere is an excerpt from our terms of use where we state that: http://screencast.com/t/zvDn3FCwbK Here is the link to the full page of the terms of use policy: http://trumpia.com/main/termsofuse_detail.php Thank you for your time and patience

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The business did not try to resolve my complaintThey looked up and posted facts which I already provided in my claim information sheetThe business also admitted that they did not have anyone at the office the day my contract was received, which was in contrary to what they were marketing prior to me paying for their servicesSince the services were never provided, nor I need them at this point in time, I am kindly requesting my refund I understand that their terms of use might prohibit issuing refunds, but also as a consumer I am protected from advertising by the US Trademark ActTherefore, I kindly ask again for my rightful refund for the services I was never provided in a timely manner Regards, [redacted]

Refuses to cancel service and continues to bill subscription fees after requesting to cancel in writing

Trumpia is the worst sms platform to deal with! After trying desperately to work with them for three years we have had to say enough is enough, the reseller program is at best backwards, at worst illegal and breaching multiple guarantees and warrantiesWe have had continual technical issues with short codes not working to system failure, all resulting in complaints and loss of clientsTrumpia has been incredibly difficult to deal with, wont refund advance payments, trouble shooting and technician support takes days, in some cases weeks and months to reactSystem wide failures, setting issues and outages are not uncommonIt is far from an instant messaging system, messages can only be sent during Trumpia’s business hours as they MUST approve all messagesImports are a joke, try and again, you feel like your begging for approval, even after printing, signing and scanning forms back to them Escalating issues to management is a waste of time as they are generally on leave or uncontactable… if they exist at allAVOID Trumpia, they will take your money and you may as well consider it burnt!

This is to advise you that the complaint referenced above ( Trumpia ) has been satisfied on my behalf with a full refund of my funds I thank you very much for making it happenI;m completely sure that they would not have complied with my request had you not become involved Much Regards, [redacted]

To Whom it may Concern, The customer originally submitted a support ticket on account cancellation, which was closed due to this issue being dealt with via phone and email /> The customers main issue involved failed emailsWe have explained the remedy to this issue, by using an email address that would be provided by us ([email protected])This would improve the success rate of delivered emails, but the customer refusedHe later decided to cancel the service, asking for a refund for an issue that can possibly be resolvedWe know how important it is for our customers to get messages out to their customers, but we can only do so much to maintain our email servers without issues like this happeningWhen issues do happen, we have our engineers do what they can to prevent these issues from happening againIf the issue is still occurring, they would take the next step in resolving the issue until they have exhausted all optionsThis customer has not given us the chance to try and improve our service for him Our customers are given a 30-day free trial to use our system before purchasing to make sure that our system is optimized for their business, due to the fact that we have a no refund policyWhen issues arise, we do what we can to help resolve these issues Thank you for your time and patience

Please note on the invoice sent over to the customer, it is stated the purchased plan is a "Prepaid Plan of months." After the prepaid plan ends (in this case on 04/2016), a new plan (monthly or prepaid) must be purchased to keep the account activeWe apologize for any mis-information you have
received from your sales representativePlease also note that month after your initial purchase, this specific sales representative was let go from our companyPer the invoice and terms of conditions that was signed upon purchase, our refund policy states that all purchases are non-refundable, regardless of service usage or account activityIt is the user's sole responsibility to utilize the serviceHowever, we understand your frustration with receiving wrong information, therefore we are willing to re-open your account for another months for you to utilize your purchased creditsThis would mean your account will be open until 10/- when you will need to decide to either purchase a new plan (monthly or prepaid) or close your accountYou can contact me directly at [email protected] with your decisionWe will wait for your reply, thank you

Company’s statement:We have received the customer’s Revdex.com complaint aboveThis customer (tru_deanandgrace) has been a customer with Trumpia since November The $5,purchase in reference was made on 12/1/for a bulk text credits for their accountStarting from July until November
this year, we have been in constant contact back and forth to try and resolve their issueOne key issue they presented was that some customers were not receiving certain messagesWe have escalated all their issues accordingly to our management and engineering teamOn September 2015, the customer requested a full refund of their package made in We have replied back that a refund request would not be possible per our no-refund policy on our terms of use. Yet we escalated their request to our management to see if we can get an exception on their caseIn the same month (September 2015), we have responded back confirming that a monetary refund would not be possible, but we would reimburse the customer with credits that were spent during July-August (when majority of these complaints were in question)This equates to 125,sms creditsAfter months, the customer has replied back on November confirming they are willing to accept the credits for the problemsWe have reached a settled with the customer by reimbursing their account with 125,sms credits. Sincerely, *** *** | Accounting Representative

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The point of all of this is that their systems was hard to use, did not work, timeframes were missed, and instead of honoring a cancellation like most reputable companies they refusedRegards,*** ***

I purchased a white label re seller platform from Trumpia back in August since then I have had nothing but issuesThe communication is horrible and the platform does not work properlyThere support staff does not call back and one main core of the platform has not been working since the purchase which is the auto campaignI have asked for this to be fixed over and over again and it still hasn'tThey tell me its fixed but it still doesn't workThey are falsely supplying a product that does not workI have lost many clients do to this issue and I am stuck with them as they will not refund me what I bought for

Trumpia failed to disclose to me that I would lose my credits if I didn't use them in monthsI was informed that I had credits to use and then I would have to buy more after I used thoseI didn't even use hardly any of my credits for my new businessThey failed to advertise this and I asked the representative on the day I signed upNo one stated that I would lose everything I didn't use within six monthsThis is tricky advertisingThey were not upfront with me at allThey were more concerned with getting paid and that's itI don't feel this is fair and I want some of my money backTheir system was not the best to use and it isn't user friendly but I decided to use them anyway despite the reviewsI would not recommend anyone use them and to use a pay as you go company because it is more straightforwardTrumpia is just salesmen trying to make a sale and they could care less whether you get your money's worth or notThe customer service also changes once the payment i

Refuses to cancel service and continues to bill subscription fees after requesting to cancel in writing

To whom it may concern,
 
Our records show that [redacted] purchased his account for $105 on 10-05-2012 at 22:15:14 (10:15PM). You can view this here:
 
[redacted]
 
From the original...

complaint: 
 
"I purchased $100 worth of credit on Trumpia.com that I would use for my father's political campaign. The site claimed that if I purchased the credits and uploaded the contacts, I would be able to send mass text messages within half an hour of completed upload. Unfortunately, the advertised half an hour ended up being more then 8 hours before they got back to me and approved the upload."
 
Response:
Our system allows you to import a list of contacts to send out mass text blasts to, but to enable this feature the customer has to fill out a contract stating that all of the contacts they are uploading are collected legitimately. This process usually takes up to 30 minutes, which our system does state. However, our system shows that this contract was received 8 minutes after purchasing our software at 10:23 PM. You can see this here:
 
[redacted]
 
We do not have anyone in the office at this time of day, which would explain why his contract was rejected "more than 8 hours" later.
 
He then tried requesting a refund for the unused credits via support ticket, shown here:
 
[redacted]
 
In our response shown, we state that it is in our terms of use that we do not issue refunds for unused credits. Here is an excerpt from our terms of use where we state that:
 
http://screencast.com/t/zvDn3FCwbK
 
Here is the link to the full page of the terms of use policy:
 
http://trumpia.com/main/termsofuse_detail.php
 
 
Thank you for your time and patience.

Case #: [redacted]
Trumpia provides its customers with a web-based software that integrates popular messaging channels such as [redacted], and [redacted]. Users of our system must comply with the TCPA and CTIA regulations regarding text messaging.
Due to strict...

compliance with these regulations, every employee at Trumpia is adamantly clear on what can and cannot be uploaded as valid contacts for text messaging. These regulations are also clearly posted in our Terms of Use and Privacy Policy. These are displayed publicly on our website, within all free trial accounts, as well as the agreement prior to purchase. Trumpia has no control over these regulations, and it is the responsibility of the customer to ensure there are no compliance issues prior to purchase or use.

Case #: [redacted]
Trumpia provides its customers with web-based software that integrates popular messaging channels such as SMS, Email, Social Media, and Voice broadcasting. The customer had purchased a 1 year package that provides a user account and text credits for SMS messaging in...

August. They reached out in November stating that the system was too difficult for them and they wanted a full refund. Our refund policy is clearly stated on our website as well as in the invoice prior to their purchase. In order to help the customer, we added Campaign Management services to their account, free of charge. This is a paid add-on service to help with creating the customer’s marketing campaign. Trumpia employees are restricted from sending out the customer messages due to liability, however we are able to construct the campaigns and save them as drafts. The customer only needs to review our work and schedule the message to send. Unfortunately due to miscommunication, the customer assumed that the messages were already scheduled, but the campaigns were never reviewed and sent by the customer. Emails exchanged with the customer explain that the messages were added into their account and ready for review.
Aside from adding the Campaign Management at no charge, Trumpia also offered to extend the 1 year package as an alternative to the refund.

Consumer: [redacted]
To whom it may concern: We have recently reviewed this Revdex.com complaint and would like to provide a response. Trumpia takes complaints very seriously and has prompted an internal investigation. We have reviewed support emails and call logs regarding the Customer’s account...

and Trumpia would like to provide more information regarding this case. After reviewing the complaint, we have compiled the following issues from the customer. Trumpia would like to clarify each of these.
1) Customer had issues with our SMS, Email, and MMS features.
2) Customer had website issues and was unhappy with support.
3) Customer states that the complexity of the system was not stated up-front.
The Customer stated that she was having issues with SMS, Email, and MMS features. After reviewing internal support tickets and the Customer’s emails, Trumpia was unable to find any related to SMS or Email. The Customer was having issues with MMS text message deliverability to Verizon. MMS deliverability varies depending on the carrier, data plan packages, as well as the type of mobile device. As explained by our support team, the messages in question were verified as processed successfully from our system and were delivered to the carrier. Message deliverability between the carriers and the mobile devices are not within our control. Our short-codes are able to send SMS/MMS to all of the major carriers, including Verizon. The Customer’s issue with receiving MMS would need to be resolved on Verizon’s end.
The Customer stated that she had many issues with the website design. Trumpia provides all Resellers with a complementary “1 page” template website. We do not provide design services for the complementary website, aside from uploading the Customer’s logo and contact information. The Customer also had the option to purchase a more robust “10 page” premium website. This option, unlike the complementary version, includes design services. The customer opted to not purchase the 10- page website and proceeded with the complementary website instead. Resellers are free to alter and customize their website via standard HTML, as many Resellers opt to create their own custom-branded website. The issue was that the Customer wanted our support team to customize her complementary website, however we are unable to fulfill that request since the Customer decided not to purchase the 10 page website.
The Customer states that Trumpia did not fully disclose all of the information regarding the Reseller program prior to purchase. To clarify, the Reseller program is a product that has many moving parts. To become a Reseller, one would need a website to sell and provide access to the system, a separate Merchant Account to accept payments, their own pricing structure and offered packages, and a good understanding of the features our software provides to their potential clients. The Customer was sent the Reseller Application prior to purchasing that outlines these basic requirements before proceeding.
Trumpia’s Reseller program does not process payments. The Customer would need to apply for an account such as Authorize.net or Paypal Pro in order to accept payments from their potential clients. Each of these Merchant’s application process is separate and is the responsibility of the Reseller. Trumpia is more than willing to provide its Resellers with the support they need to get up and running. We provide unlimited phone and email support for our Resellers as well as marketing collateral, videos and webinars. In summary, all of the Customer’s issues are outside of Trumpia’s abilities. Our SMS, Email, and MMS features are fully functional, and the Customer’s deliverability issue is based on the carrier’s end. Trumpia does provide more robust website templates that include design services, however the Customer chose to not purchase the premium website. Trumpia is also unable to specify the requirements for Merchant Accounts since the process is outside of our support team.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business did not try to resolve my complaint. They looked up and posted facts which I already provided in my claim information sheet. The business also admitted that they did not have anyone at the office the day my contract was received, which was in contrary to what they were marketing prior to me paying for their services. Since the services were never provided, nor I need them at this point in time, I am kindly requesting my refund. 
 
I understand that their terms of use might prohibit issuing refunds, but also as a consumer I am protected from false advertising by the US Trademark Act. Therefore, I kindly ask again for my rightful refund for the services I was never provided in a timely manner.
 
 
Regards,
[redacted]