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Voipo Reviews (46)

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 " COMMON THOUGHOUT the INDUSTRY?" That's untrue, Ooma, MajicJack, and other leaders provide quid pro quo." VOIPo provided NOTHING Any reason they can't behave ethically by charging a customer on date a product ships? There is an economic term, proven over the centuries, called the "Time Value of Money." In VOIPo case, they deprive customer of their own money (a huge loss) BEFORE providing any product or service To the detriment to customer's coffers, VOIPo makes sure they TAKE the money, to keep "time value of money" available to them while they do little other than stall Their intent? Greed, and once VOIPo has customer's money, they have NO INCENTIVE to provide service / product promptly And until a customer lets VOIPo know there is an issue, rest assured that VOIPo does NOTHING And worse, they are good at it VOIPo has taken my number I want my number, which will be transferred to a different carrier soon Allow me to predict, against what VOIPo has written in their response, the newest problem "The account is not active at VOIPo, so sorry; we can't release a digit phone number for "port over" since there is no associated account We are truly sorry." (In other words, ha ha too bad; we have NO INTENTION of providing any assistanceThat's how we roll.) The paragraph above, NOT HAPPENING during the month of May, allowing me to retrieve my digit phone number without MORE VOIPo hassles, excuses, and affixing blame for balderdash such as "it is industry standard." Please provide a name of a supervisor, their # and extension at VOIPo, who has the authority to release my phone number, POST HASTE, upon request from my new carrier Let's conclude, and I ask cooperation from COIPo Revdex.com please retain case open until May 30, unless you deem otherwise, or hear again from either party Isn't it interesting how VOIPo backed off on providing communication (all the emails they mention, yet when one calls their bluff there is NOTHING there to help them at all....preponderance of documents is something VOIPo doesn't really want to do....and how this time it seems they did not vilify others in a clandestine attempt to obscure their unethical behaviour, business lack of structure, and so forth?? To resolve: Give my ten digit number, [redacted] , promptly and without excuse (or nonsensical "reasons"), to my new carrier (Ooma) as they will be requesting this number very, very soon Provided me the actual name (not VOIPo Support team, as it often done to insulated the company at expense of customer) I need to know who to speak with, who Ooma will soon speak with (need name, phone number, and extension) and follow thru that situation come soon be resolved Respectfully Submitted, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolvedI have sent the attached letter and image to the Postmaster in Newport Beach hoping to encourage the return of our package so I can immediately return it to VOIPO, LLCIt contains the properly functioning VOIP telephone adapter that was sent to us two years ago Regards, [redacted]

June 10, This response is related to complaint ID [redacted] The customer provided a signed copy of our letter of authorization (found here: [redacted] ), authorizing us to transfer his number to our networkI can provide that copy if needed, but will refrain from posting personal information at this point That number transfer request was submitted and received a completion date Since the customer signed the document, they agreed to the following excerpt listed on that “Once this form is submitted, the porting request cannot be canceled for ANY REASON.” Cancelling a transfer after it receives a completion date would cause hefty fines for our carrier, as well as the carrier the number is coming fromThis is why porting completion dates are final After the completion date was set, the customer decided he was not happy with VOIPo and wished to take advantage of the day full refund policyHere is an email sent from me personally to the customer on 05/15/(on ticket WRV-347936): “VOIPo is a prepaid service, which is why payment must be received before anything with the account is set up Like I said, we can certainly cancel the account and refund you immediatelyHowever, the transfer of your number to our network is going to happen on the 19th either wayIf you cancel now, you will likely lose that phone numberSo if you wish to keep your phone number, you will probably want to keep the account active until you can transfer it back out To keep the number active, there must be an invoice paidAt this point, you paid $If you'd prefer, we can change you to the monthly bill of $ and refund the restThen, when you're ready to cancel after transferring the number back out, we can refund the additional $ Is that how you wish to proceed?” This was not the first time I advised the customer that they'd lose the number if they cancelled before transferring outAs you can see above, I tried being as accommodating as possible by offering a full refund, even though the cancellation would have likely been outside the day refund policyI advised multiple times that the number MUST stay active to be able to be transferred outThis is not a VOIPo policy, this is a policy implemented by the FCC You can find more info here: http://www.fcc.gov/guides/portability-keeping-your-phone-number-when-changing-se... Despite my best efforts to keep the customer's account active so they could keep the number, they decided to cancel the account on 05/16/ As the customer accurately predicted, the number cannot be transferred without an active accountThe exact quote from the FCC's website is this: “Do not terminate your service with your existing company before initiating service with the prospective new company.” In order for the customer to be able to transfer their number, they must contact VOIPo support to reactivate the accountOur support team does not have individual extensions, but you can certainly call us and request a supervisorOur support lines are 949-829-or 877-998-The live support hours are Monday – Friday, am – pm PST As for the billing issues the customer describes, the set up of the account was halted due to a network timeout on the customer's end when they were being sent back to our website from PayPal Since there was a delay in the set up, we gladly changed the customer's start date of their billing profile The start date was changed to the day the account was actually created instead of the network time out date If we can provide anything else, please let us know Thank you! Best Regards, [redacted] N VOIPo LLC [redacted] [email protected]

Voipo does not deserve one star. After seven years with Voipo the service has become so bad. Unable to make and receive calls. Cutomer service states they do not know why. Travis states they migrated and this caused problems . Numerous emails ; requests to cancel my three accounts and submitting cancellation forms finally admitted they received cancellation requests. I sent my billing address to Travis three times. Maybe he has issues with dyslexia because he could not seem to comprehend the emails. I have the Voipo equipment ready to return so I was looking for the correct address to ship with a return receipt. After reading other complaints I am sure they will never receive this equipment. Like I told Travis, maybe he /Voipo is desparate for money. I did file a complaint with RevDex.com.Hopefully this will prevent others from wasting their time with Voipo.

All accounts with VOIPo are prepaid at least one month in advance This particular customer was up for renewal on 11/15/ Invoices are generated about days in advance and payment is attempted about days in advance of the due date to avoid any disruption in service As the customer stated, refunds are only processed once the equipment is either returned or purchased This customer had done neither and therefore still owed the renewal payment Please keep in mind that all customers must agree to the terms of service Here is that excerpt from the TOS: Before a cancellation can be processed, users must return the provided VOIPo phone adapterIf a user wishes to cancel service without returning the VOIPo phone adapter or service is disconnected for non-payment, a $fee for the purchase of the adapter will be chargedUsers are responsible for paying service fees until the adapter is returned to VOIPo or purchased Those terms of service can be found here: http://www.voipo.com/tos.php With that being said, I can certainly understand the customer's frustration with the change of address We moved offices about two weeks ago, so the timing for returning equipment is not ideal However, USPS is supposed to be forwarding all mail to the new address, so it seems they dropped the ball on that end In an attempt to help with the situation, our supervisors sent the customer a FedEx return label so they did not have to pay for further shipping Here is that FedEx tracking number: [redacted] As a courtesy to the customer, we've issued a refund for their invoice, minus the cost of the adapter ($49.95) Once the device is received by our shipping team, the additional $will be refunded Best Regards, Travis Newman VOIPo.com

Unfortunately the customer is incorrect in his assertion that he did not agree to the terms of service ALL customers must agree to the terms of service before ANY service is provided Not only are IP addresses logged upon sign up, but you can also see this requirement on the bottom of our order page here: https://billing.voipo.com/voiporder/ Fair and honest business practices, in my estimation, mean adhering to the terms that were agreed to upon creation of the account This means that we must follow the terms of service exactly for all customers, not playing favorites or picking and choosing which terms to follow The equipment remains the property of VOIPo The reason we do not refund when receiving a tracking number is due to the fact that customers can (and have in the past) returned empty boxes or damaged/malfunctioning equipment I do understand the customer's frustration regarding the change of address The exact date of which we moved is not entirely important, however, since there was an overlap of a few weeks This was not something we were dishonest about, it's just the fact that there isn't a clear cut date of the move Both offices were operational at the same time for several weeks With all of that being said, as a courtesy to the customer and in an attempt to end this dispute, we've refunded the additional $ However, if the device is not returned within days, we will be forced to charge the card on file once more for that amount If we can be of any further assistance to the customer, we invite them to contact our support team via email using [email protected] or by calling us directly at 949-829- Thank you! Best Regards, Travis Newman VOIPo.com

The day guarantee on our website is for residential/small business accounts only These are the only accounts we offer that provide equipment, which is why the guarantee states, "just return the VoIP adapter we send you within days and you'll get a full refund." The customer in question signed up for a cloud account, which is a number that does not require equipment and is used mostly for forwarding purposes A phone number was ordered for the customer (###-###-####), so VOIPo did provide services As you can imagine, it does cost our company money to order these phone numbers from our carrier Therefore, we are unable to provide a refund in this case As stated in the terms of service, which were agreed to by the customer, all services with VOIPo are prepaid at least one month in advance and any partial months are rounded up to a full month for refund purposes This customer is not due a refund The terms of service can be found here: http://www.voipo.com/tos.php All customers can view the terms of service before ordering and MUST agree to them before the order is processed Please let us know if we can provide anything else Thank you! Best Regards, [redacted] VOIPo.com [redacted] @voipo.com

Hello, We're very sorry to hear about the customer's trouble with our service It sounds as if some troubleshooting was attempted, but did not clear up the issue We would have been more than willing to try further troubleshooting, but it looks like the only notes on the account refer to a remote session that was set up back in April Despite our best efforts of troubleshooting, VOIPo does use the public internet to provide phone service, so we cannot guarantee it will work the same for all customers Most customers do not experience issues, as shown by the less than 1% of our entire customer base needing to contact us for support However, there are so many factors that can affect call quality and uptime, including the customer's own network set up, that we cannot guarantee uptime or availability of service for all users The billing notices are sent out automatically by our billing system whenever an invoice goes overdue The customer did fill out the cancellation form, but it was after an invoice had already been generated Per the terms of service, which the customer agreed to: "Users are responsible for paying service fees until the adapter is returned to VOIPo or purchased." Since the device had not been returned, the invoice was valid After any valid invoice goes unpaid, our billing system automatically sends messages to remind the customer and also to warn them that the account could be suspended We're sorry if this seemed excessive to the customer Once the phone adapter was received, the pending invoice was cancelled and the account was closed There have been no further emails since that day If there is anything else we can answer for the customer, they can certainly contact me directly at [redacted] [redacted] @voipo.com or they can give us a call at 949-829- We'd be more than willing to answer any questions or concerns they may have Thank you! Best Regards, [redacted]

Complaint ID [redacted] Hello Ms ***, Thank you for getting back to us so quickly The account has been cancelled and the refund has been issued back to their PayPal account at their request, so I'm not exactly sure what the customer would like for us to do The account is cancelled, but the phone number remains on our network Only active numbers can be transferred, so the customer would need to contact us directly to get that number reactivated if they wish to move it to another carrier This isn't a VOIPo policy, this is an industry wide standard and is listed on the porting section of the FCC website Here is a direct copy of the email I, personally, sent the customer on 05/15/2014:"Hello ***, VOIPo is a prepaid service, which is why payment must be received before anything with the account is set up Like I said, we can certainly cancel the account and refund you immediatelyHowever, the transfer of your number to our network is going to happen on the 19th either wayIf you cancel now, you will likely lose that phone numberSo if you wish to keep your phone number, you will probably want to keep the account active until you can transfer it back out To keep the number active, there must be an invoice paidAt this point, you paid $If you'd prefer, we can change you to the monthly bill of $and refund the restThen, when you're ready to cancel after transferring the number back out, we can refund the additional $Is that how you wish to proceed?" Pointing the finger at who's to blame won't get us anywhere in this situation The customer believes they received poor support, but I disagree and also have the email exchanges saved to prove it I'd be more than happy to provide those if you need them Again, they also signed a letter of authorization that authorized us to transfer their number If you'd like to see a copy of that, please send me your email address and I can send it to you directly If they wish to keep the number, they'll need to contact us to reactivate the account Other than that, the account cancellation has already been finalized and the refund processed Best Regards, [redacted] VOIPo.com

Despite this customer's claims of cancelling the account years ago, the cancellation form was not submitted and the leased equipment was not returned. As I stated in my previous reply, it is listed in our terms of service that a cancellation cannot be finalized until that equipment is returned or purchased. The customer's excuse of not reading the terms of service is not a valid one. If they agreed to the terms of service, they agreed to them in full, whether or not they read it all. There is no way our support staff would tell the customer to "ignore" any future emails. If they did request cancellation, the cancellation form would have been filled out. If it wasn't, a ticket would have been created at the very least. Neither of these things happened. Unfortunately we do not record all of our support calls. Recording all calls would send the calls through a different server of ours, which could threaten call quality. In our eyes, good quality to our support line is more important than recording each and every call. I'm sorry to hear of the customer's troubles in trying to reach our support line. Our support hours are limited to Monday - Friday, 8 am - 4 pm PST. Our average hold times on the support line have not exceeded 5 minutes this week, so I'm not sure why the customer could not reach us. With all of that being said, I've been informed by our CEO that we will grant the rest of the refund as a one time courtesy for this customer. $135.05 was refunded yesterday and we advised we would refund the additional $49.95 once the leased equipment was returned. However, we've gone ahead and refunded that amount as well. If the customer is able to find the equipment (that is technically still property of VOIPo), please return it to the address below. The device is a 'Grandstream' phone adapter and the MAC address listed on the bottom should read 00:0B:82:35:B6:A5. VOIPo LLC 4500 Campus Dr Suite 525 Newport Beach, CA 92660 Thank you! Best Regards, [redacted] N VOIPo.com [email protected]

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
All of Voipo's financials are based upon their internal accountingThey have not been able to provide any proof of their contentions external to their business accountingShow me a copy of the cancelled checkSeems pretty easy to say we sent a check and the matter is closedHow many other customers have been ripped off this way?
Regards,
*** ***

From my years of experience with our banking client, funds are not withdrawn until the paper checks we send are deposited or cashed Unfortunately not all banks provide a copy of the check once it's deposited In addition, if the check is simply exchanged for cash, the screenshot of the
check might also not be sent Therefore, we don't have a copy of the check itself, but it was sent to the customer's name and billing address I've attached a screenshot from our billing client, showing that the amount was removed from our account on 11/23/2015, the day that the check was delivered.In fact, upon checking a different refund case, my contentions hold to be true A customer did not receive a refund we sent in July The funds were never removed from our account When we sent an additional payment in December 2015, the funds were removed within days of delivery Since those funds were never removed from the July payment, this proves that the funds are ONLY removed once the customer deposits or cashes the check.To further appease the customer, I've gone ahead and opened an inquiry with our banking clientHowever, we are unable to issue any further refunds at this time since the funds were removed from our account If our banking client confirms that the check was not deposited and is able to refund the $amount, we'll be sure to issue another refund right away If you have any further questions, please feel free to email me here: ***Thank you!Best Regards,*** ***Operations Manager***

As stated in my previous reply, I've contacted our bank about this particular payment If they are able to overturn the notion that the payment has been received and can cancel the check that was sent, then we can issue another check Until then, we are unable and unwilling to issue any further payment.
The screenshot provided previously is not an internal billing system Instead, it's a screenshot from our bank and the records of payments we've made Some payments show that funds have been removed, while others do not The payments that have not been removed mean they have not been deposited This customer, however, does show to be a payment where funds were removed from our account The bank removed the $from our balance, so we simply cannot risk another $being removed for this refundIf the bank can show that the payment was not deposited and they are able to refund the previous amount, we can issue an additional refund Should this happen, I will contact the customer directly when I hear back from the bank on my open support ticket

As stated in my previous reply, I've contacted our bank about this particular payment If they are able to overturn the notion that the payment has been received and can cancel the check that was sent, then we can issue another check Until then, we are unable and unwilling to issue any further payment. The screenshot provided previously is not an internal billing system Instead, it's a screenshot from our bank and the records of payments we've made Some payments show that funds have been removed, while others do not The payments that have not been removed mean they have not been deposited This customer, however, does show to be a payment where funds were removed from our account The bank removed the $from our balance, so we simply cannot risk another $being removed for this refund.If the bank can show that the payment was not deposited and they are able to refund the previous amount, we can issue an additional refund Should this happen, I will contact the customer directly when I hear back from the bank on my open support ticket

Hello,Unfortunately I'm only seeing a few support requests for international calling issues Based on the troubleshooting done, it seems this issue is related to routing carriers specific to the numbers that this customer is attempting to call Since the issue is not widespread, we must
treat each call on a case to case basis When the customer contacts us with the specific number having issues, we are able to adjust the routing table for that specific number. We do offer a full refund if our customers cancel within the first days of service This allows them to test the service for a full month and decide if they wish to continue Unfortunately this customer is beyond those first days, but we would be more than happy to issue a prorated refund if they wish to cancel All cancellations are done here: https://voipo.com/cancel If we can answer anything else, please let us know Thank you! Best Regards, *** NVOIPo.com

Hello,
This invoice was for the 'Cloud' service we offer at http://www.voipo.com/. The cloud service is one where there is no equipment required. It is simply a phone number that would forward to another destination. As soon as the account was created, they were able
to use the service by logging into the account. Despite there being no usage on the account, it still costs our company money to set up an account and order a phone number from our carrier
Although we do offer a day refund policy on our full service accounts, our cloud accounts are exempt from that policy. As stated in our terms of service, "All VOIPo services are prepaid at least one month in advance." Also listed in our terms of service is the following: "Any prorated refunds due in accordance with our refund policies will
be calculated based on the monthly rate being charged for service used
and partial months will be rounded up to the nearest full month." This $invoice is for one month of service, so the partial month is rounded up and there would be no refund due
Please keep in mind that all customers must agree to these terms prior to signing up for service.
You can view the rest of the terms here: http://www.voipo.com/tos.php
Please let us know if we can provide anything else. Thank you!
Best Regards,
*** ***
VOIPo.com

All customers must agree to the terms of service, which you can see on our order page here: https://billing.voipo.com/voiporder/There is a link to view the terms of service and the 'I Agree' box must be checked before any order will be accepted.Here is the relevant terms of service the customer
agreed to:"Before a cancellation can be processed, users must return the provided VOIPo phone adapterIf a user wishes to cancel service without returning the VOIPo phone adapter or service is disconnected for non-payment, a $fee for the purchase of the adapter will be chargedUsers are responsible for paying service fees until the adapter is returned to VOIPo or purchased."https://voipo.com/***Unfortunately VOIPo's shipping department is not equipped to send out prepaid return labels. However, I'm willing to go ahead and reimburse the customer for shipping costs as a courtesy to them. We normally ship the equipment USPS First Class, which is around $3-4. If the customer provides proof of the shipping cost, I'm willing to send them a paper check up to $to reimburse the amount paid. Please contact me directly at [email protected] with a picture of that receipt and we'll get the reimbursement check sent as soon as the equipment arrives. Thank you!

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
We asked Voipo to find the call center recordsUp to now, we called them times, once for opening an account second closing an account
We called Voipo and cancelled our account via phone 1,years agoSince that time we have been using Vonage
When we canceled our account via phone we informed to ignore future notices/emails
Unfortunately, Voipo getting advantage and trying to rip off people by "company policies"
Have you ever read all "company policies" and details while you are at AT&T, T-Mobile or Verizon office?
Who reads all the information while you are hurrying to buy a phone?
In other words, Voipo is trying to justify via so-called "company policies" which can not explain their "AUTOMATIC RENEWAL"?
Why they are renewing WITHOUT customer consent?
Why they are renewing an account for years long while customers thinking that its a prepaid account
Why is it so CHEAP ($8,99) on the fist year and steeply increasing (ripping people off) in the forthcoming years?
If VOIPO is a decent company why they do not have a record system on their call center?
If they have a record at the call center why can not find ***-*** call records?
VOIPO customer service CANCELLED our service 1,years ago and did not ask any further as *** mentioned in previous emails like Cancellation Form, Modem Return and/or any other step
We asked customer service several times via phone and it was CANCELLED
This is a SCAM and one man show companyWe have been calling them this week
But, no body replies our calls.
VOIPO IS A ONE MAN SHOW, CROOK COMPANY WHICH IS TRYING TO RIP OFF PEOPLE BY RENEWING PEOPLE ACCOUNTS
by THEIR FRAUD COMPANY POLICIES !
Today, over $bill they sent $refund.
I BY MYSELF CALLED AND CANCELLED VIA PHONE 1,YEARS AGO
VOIPO should check and figure account their call center records
We are not going to pay single penny to this SCAM !
We do not have his modem to return
We have already given this case to our Lawyers in Manhattan - *** Law Office and informed all relevant parties
This is a proof that Mr*** is the head of this SCAM and still trying to protect his so-called company via "COMPANY POLICIES"
"Since they were on the biennial billing plan, they were automatically charged for renewal two years after their initial sign up (02/14/14)."
We are going to spend thousands of dollars to our lawyers and for this case in New York in order to stop this SCAM so VOIPO can not to hurt any other American citizens in near future
Mr*** would be invited to New York according to US Laws by our lawyers he is going to present his argument soon
Regards,
*** ***

This customer signed up for an account
with VOIPo on 02/14/2012 and recently had a renewal invoice charged.  The account was not cancelled until 02/12/2014 when the customer contacted us via email, threatening a Revdex.com complaint and chargeback dispute.  This was a full service account with...

VOIPo, so the customer did receive equipment, which is given on a free lease. 
“VOIPo provides all residential
customers with a telephone adapter and softphone solution to use to
connect to our service. This device remains the property of VOIPo and
must be returned to cancel service or if a replacement device is
issued.”
The USPS tracking number for the
adapter sent to the customer s [redacted].
 
As you can imagine, 2012 is too far
back for USPS to have any delivery/shipping confirmation. However
the device was sent to the billing address used for purchase and it
was being used for the past 2 years.   Here is another
relevant excerpt from our terms of service:
 
“Accounts renew automatically
unless canceled. Accounts will renew on or around the anniversary of
your initial order based on your selected term. All VOIPo services
are prepaid at least one month in advance. If you have a credit card
on file, VOIPo will bill you automatically when charges are due.”
 
Although the customer claims to have requested cancellation "1.5 years ago," we have no record of any request.  Also, if they did request cancellation, our policy would have been to send them to the cancellation form at http://www.voipo.com/cancel/.  As stated kin the terms of service, all cancellations must be submitted there. Since they were on the biennial billing plan, they
were automatically charged for renewal two years after their initial
sign up (02/14/14).  The invoices are charged a few days prior to avoid any disruption in service.
If they wish to cancel the account, the leased
equipment in their possession needs to be returned or purchased.  I've already refunded the most recent renewal, minus the cost for the equipment.  We'd be more than willing to refund the rest if the customer is able to return the leased property of VOIPo.
 
Here is that
excerpt from the terms of service:
 
“Before a cancellation can be
processed, users must return the provided VOIPo phone adapter. If a
user wishes to cancel service without returning the VOIPo phone
adapter or service is disconnected for non-payment, a $49.95 fee for
the purchase of the adapter will be charged. Users are responsible
for paying service fees until the adapter is returned to VOIPo or
purchased.”
Please note the
customer must agree to the terms of service before any services are
rendered.  Before ordering, there is a link to our terms of service and the customer MUST agree to them before the order can be placed.  Please let us know if
there is anything else we can provide. Thanks!
 
Terms of Service: http://www.voipo.com/tos.php
 
Best Regards,
 
[redacted]
###-###-####
[email protected]

June
10, 2014
This response is related to complaint
ID [redacted]. The customer provided a signed copy of
our letter of authorization (found here:
[redacted]),
authorizing us to transfer his number to our network. I can provide that copy if needed, but will refrain from posting personal information at this point.  That number transfer request
was submitted and received a completion date.  Since
the customer signed the document, they agreed to the following
excerpt listed on that page:
“Once this form is
submitted, the porting request cannot be canceled for ANY REASON.”
Cancelling
a transfer after it receives a completion date would cause hefty
fines for our carrier, as well as the carrier the number is coming
from. This is why porting completion dates are final.
After the completion date
was set, the customer decided he was not happy with VOIPo and wished
to take advantage of the 30 day full refund policy. Here is an email
sent from me personally to the customer on 05/15/2014 (on
ticket WRV-347936):
“VOIPo is a prepaid
service, which is why payment must be received before anything with
the account is set up.
Like I said, we can certainly cancel
the account and refund you immediately. However, the transfer of your
number to our network is going to happen on the 19th either way. If
you cancel now, you will likely lose that phone number. So if you
wish to keep your phone number, you will probably want to keep the
account active until you can transfer it back out.
To keep the
number active, there must be an invoice paid. At this point, you paid
$185. If you'd prefer, we can change you to the monthly bill of $18
and refund the rest. Then, when you're ready to cancel after
transferring the number back out, we can refund the additional $18.
Is that how you wish to proceed?”
This
was not the first time I advised the customer that they'd lose the
number if they cancelled before transferring out. As you can see
above, I tried being as accommodating as possible by offering a full
refund, even though the cancellation would have likely been outside
the 30 day refund policy. I advised multiple times that the number
MUST
stay active to be able to be transferred out. This
is not a VOIPo policy, this is a policy implemented by the FCC.
You can find more info here:
http://www.fcc.gov/guides/portability-keeping-your-phone-number-when-changing-se... /> Despite
my best efforts to keep the customer's account active so they could
keep the number, they decided to cancel the account on 05/16/2014.
As the customer accurately predicted, the number cannot be
transferred without an active account. The exact quote from the
FCC's website is this: “Do
not terminate your
service with your existing company before
initiating service with the prospective new company.”
In
order for the customer to be able to transfer their number, they must
contact VOIPo support to reactivate the account. Our support team
does not have individual extensions, but you can certainly call us
and request a supervisor. Our support lines are 949-829-4200 or
877-998-6476. The live support hours are Monday – Friday, 8 am –
4 pm PST.
As for the billing issues the customer describes, the set up of the account was halted due to a network timeout on the customer's end when they were being sent back to our website from PayPal.  Since there was a delay in the set up, we gladly changed the customer's start date of their billing profile.  The start date was changed to the day the account was actually created instead of the network time out date.
 
If we can provide anything else, please let us know.  Thank you!
 
Best Regards,
[redacted] N
VOIPo LLC
[redacted][email protected]

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Description: VOIP (Voice Over Internet Protocol) Sales & Service

Address: 19 Spectrum Pointe Dr #602, Lake Forest, California, United States, 92630

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