Complaintsfor800.com, LLC

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Before the expiry of our annual subscription with 800.com for an 800 number, we decided to port our number to another service provider that better met our service needs. We arranged for the termination of our 800.com subscription and the system informed us that service would end on the expiry date. As legislation allows 800 numbers to be ported for a fee, we expected a nominal to do so. We filled out the porting request with our new service provider and waited for the process to take place.Someone from 800.com called while I was out and asked us to call them back, but left no further details. They indicated they would send an email regarding the issue. After a few days, we had not received an email. The company called again while I was out asking us to call them and indicated that they would follow-up email. Subsequently, I received an email from my new 800 number provider indicating that 800.com was declining the port request because the 800 number was part of a service suite. This was factually incorrect.In the mean time, the company got in contact with another person in our organization and said that in order to port, we would have to pay another annual subscription of $400 and an additional $100 porting fee. Seeing that this was an attempt at holding the number for ******, that person in our organization indicated we would not be doing so. Such practice would seem to be a violation of the FCC's toll free number portability rules.This unexpected behavior is the reason we are raising the complaint with the Better Business Bureau so that others who might get into the same situation but have more invested in their number do not get caught by similar behavior from the 800.com organization.

  Business response

  08/29/2024

  Hello. The person making this complaint is not the account holder, nor are they a user on the account in question, The account was closed prior to us receiving the port out request. We reached out to the account holder and reviewed several options with them so they would be able to port the number on 3 separate occasions. Two times prior to the port request expiring and once after this BBB complaint was filed. This BBB complaint is not valid. None of the options we reviewed with the account holder included the requirement of any pricing close to what ***** is stating ($400). This situation appears to be a internal disagreement between 2 business partners. The account holder stated that they were not tied to the number and did not want to port the number at all. The account holder also stated they would speak to ***** about this complaint.

  Seeing as the current account holder's view is to not port the number and the account is not active, then we do have this number available for purchase. If ***** would like to open an account, then he can reach out to us by clicking "contact us" on the bottom left sub menu once he logs in to his new account and we will add the number to his new account. This will allow him to go through the port process as a new customer. Any new customer can choose any monthly plan, then port the number out for $100. We currently have an August promo in the banner on our website (50OFFAUG24) for 50% off the 1st month of service, which is normally $27.14 with taxes and fees for our Personal plan.. Here is our support article regarding port out requests.

  *******************************************************************************************************************;

  Please let us know if there are further requirements to close this complaint.

  Customer response

  09/05/2024

  800.com is asking me to prove that I did personally business with the company. I am not sure how I would do that as it was my business partner who provided his credit card for payment and set up the account. He provided me with his login and password to manage the account. Would an invoice emailed from 800.com to my partner and then to me suffice? Please advise.
  

  That said, I have the following commentary on their response:

  The attempt to frame this complaint as a disagreement between partners is an attempt to distract from questionable behavior on the part of 800.com. The port request was submitted prior to the expiry of the account and our email from the new 800 number provider can be supplied. My business partner had me set the 800.com account to expire so that his credit card would not be charged and he would not have to seek reimbursement. When 800.com reached out to my partner regarding the port request, after the account expiry, they indicated to him that he would need to pay the annual fee plus the porting fee, a total of $500. It was at that time that my partner indicated that our company wasn't so tied to the number that we were going to forced to pay what the 800.com was indicating.
  
  How does it make sense for 800.com staff to mention "the options we reviewed with the account holder", if my partner, the account holder, did "not want to port the number at all". 800.com acknowledges that the account was set up to expire. If my partner was simply cancelling the use of an 800 number on his own and not in agreement regarding porting the number, there would have been no discussion of porting options and porting costs between 800.com and my partner. It is only when faced with options that my partner and 800.com could not agree upon that my partner's statement that he was "not tied to the number" makes sense.

  
  

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I Signed Up For A Toll Free Number For *********************** Charged The Money and didn't Activate *********************** Forcefully Asked Me To Fill Up a Credit Card Authorisation Form and Asked Me To Submit An ID and Card Pictures To Them.They Tried To Forcefully Get My ID When I Tried To Cancel The Request and Get My Refund Back, They Refused For a Refund Too.This is Completely A Scam

  Business response

  01/15/2024

  This was suspected fraud. We requested information to further verify the payment info used to open the account. They declined to supply the info. We denied and refunded the order. It takes up to 5 business days to receive a refund. We do not respond to fraudulent accounts after we deny them. This issue is already resolved based off the request to refund.

  Customer response

  01/15/2024

   
  Better Business Bureau:
  
  I Got My Refund back already,so I don't Need To Keep The Complaint  by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Although, The Business Is Saying It's a Suspected Fraud.

  If I Have To do a Fraud , I won't be asking For The Refund back To The Same Card.

  I am a Business Owner Myself and I was Using My Company's Card and I do Not Wish To Send The Personal Details, which The Business is allegedly Asking For.

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have asked this company several times to stop charging me and submitted a request via their cancellation ticket process. They are still charging me. I requested August 8 2023 after seeing multiple charges on our account. I informed them that I did not authorize this at that time as well and they are still charging me and even back charging me. I want all my money refunded or I'll submit these complaints to our lawyer.

  Business response

  11/06/2023

  Hello,

  We have cancelled the account and refunded payment back to the August payment date. The form to cancel an account that requires a PIN number for security purposes was not completed, which created this issue. The customer did not reach out to us once there was an issue until they created a BBB complaint. If they did not wish to complete the form, then we only need the security PIN to be provided through email or a call, which was not done. We emailed them several times in the meantime with no response (attached). The issue is resolved.

   Thanks

  Customer response

  11/08/2023

   
  Complaint: 20828449
  
  I am rejecting this response because: Hello the company is providing emails asking me to update my credit card. Why would I update my credit card if I'm asking them to cancel my account? That makes no sense. I also informed them by email that I DID submit the form. When they asked me to go back and provide a pin, I was unable to generate one. I also requested on April 6th for them to cancel my account and didn't receive a response either. See attachments. I am requesting a refund back to April 6th. The company said they refunded my account but my bank has no record of it. 
  
  Sincerely,
  
  *************************

  Business response

  11/10/2023

  Hello,

   

  We spoke to the customer Monday. The refunds were processed Monday and those funds are no longer with 800.com. The process can take up to 5 business days, depending on the receiving bank. 

  Customer response

  11/20/2023

   
  Complaint: 20828449
  
  I am rejecting this response because: we did not receive response from our last message. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Thursday January 19th 2023 at 9:40 AM my Debit card was charged ***** Later that day I called the company to inform them that i have never used there service And would like a refund for the charge on my card that was fraudulent the gentleman I spoke with put me on hold for 20 minutes until I hung up and called back, then I spoke with a lady and and advised her that I was just put on hold for that last 20 minutes and that i had been charged fraudulently for *****after putting me on hold for another 10 minutes she came back on the line and advised me that they would be issuing me a refund of *****. I then asked her if this was a reoccurring because if was than I had probably been charged in the past and I did not catch the past charges she assured me that I have never been charged before and that i would receive my refund for $*****. This morning I received a credit in my account for $***** for .com Llc that was exactly half of the amount I was fraudulently charged. So I then investigate my bank account because something just isn't right here. I find the charge ***** which is in question along with another charge on Nov 6 2022 for *****, and a charge for ***** on sept 6th 2022, So I have been charged $171.10 fraudulently by this company I call back and speak what I believe to be a man spending another 34 minutes of my time to only tell me he cannot help me and that they can only credit one months service. I explain to as calmly as I possibly can without screaming at the top of my lungs that I have never used your services and I have never signed up for you services so there has been no service rendered and I want a refund. he puts me on hold for another 10 min to come back and tell me he will have to call me back. This Company is obviously a complete SCAM! I would not only like every ***** they have stolen from me plus compensation for my time and a apology for such terrible customer service. I think everyone should double check their accounts for .com Llc SCAM!

  Business response

  02/06/2023

  This person stated that they had been a victim of identity theft. There were discrepencies that needed to be reviewed, such as this same person opening an account with us several months earlier. We spoke to them when they cancelled the initial account. The issue has been resolved with the complainant. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩