ComplaintsforVoiply

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Voiply claims to offer reliable service. After a few months, our service went down. The chat log agent just advised me to do a factory reset, with no awareness or interest in what their device's problem is. A phone is our emergency link, if we need police or fire. Having Voiply go offlineand not allow calls is just not acceptable. The agent did not even apologize, he just said 'oh, use our app from your phone...' - if I had a working cell phone, why would I need their app? I signed up and paid for a working ***** line over their voiply service. And they are failing to deliver the promised reliability. I asked for a way to comment on their service, and they refused. So I am left with having to complain to BBB, in the hopes they can improve their service, and th3eir customer service.

  Business response

  10/29/2024

  Hello *****, 

  We apologize for the inconvenience and the experience you had with our customer service. We understand the importance of uptime for all of our customers and realize the representative didn't troubleshoot your device properly. Were glad to hear that your issue has been resolved.

  Thank you for your feedback, as it helps us continue to improve our team. 

  Voiply

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They made it impossible to cancel my account because they never registered my email address. I contacted customer service to cancel my account (see attached screenshot). Still, even after cancelling, this company charged my bank account TWICE. This is fraud.

  Business response

  09/10/2024

  ***** ********** 

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for the inconvenience you encountered while signing up. After reviewing your account, we have confirmed that the email address we have on file is **********************

  We also wanted to inform you that while you may notice charges appearing on your card, no funds were transferred to us. These charges are likely authorizations that will clear from your card within a few days, and no action is needed on your part.

  We wish you the best of luck. 

  Thanks,

  Voiply

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 23 2024 Lehh Then Felix and The rest In Full Detail to read the Pictures to show the emails to ever I said here don't worry My Legal rep has a copy as well everything Here an A Legal Rep In Phill Pa And Canada. Who Also advised what the and did do there practices and cover ups .

  Customer response

  08/27/2024

  ---------- Forwarded message ---------
  From: *******************
  Date: Mon, Aug 26, 2024 at 9:57 AM
  Subject: ***** here
  To: <info@pittsburgh.bbb.org>
  
  ************************ *** ** **** ** ***
  
  **** ** ******** **
  
   
  
   
  
  Voiply called me Back the man Over the phone that Tried to Speed talk over me Glad I recorded the Phone conversation that was Very Ignored My Boss told me
  
  I ask I reported everything here  in the complained
  
  They tried to any desk the web Site didn’t work the Voiply dialer kept spinning
  
  The man over the phone said  it worked fine ***** tried it didn’t work she Voiplys tech support employee there
  
   
  
  I told the Franz Fixed this last minth same problem with the Calling out the firm franz said he updated seemed to Dix the problem las Sunday 4 pm they turned it Of or messed up the confiyouration then tried to blaime me it was my fault that the web site link wasn’t woring to sign into my Portal I cut and pates sent them the Pictures the Man over SPEED talked and said it works  fine I said what page do you he kep on speed talking blah blah blaf  like a 100 miles an hr daid give me 10 mins of your’e time we exhausted vert thing suggest I go some where else that he would refund me I said I reported yous in what you had did he said that’s fine and said we can’t meet your’e need the services worked fine until they changed there setting’s to get this ***** to set up a premiere she the Business side fazed out he didn’t even mentioned  that so you have the emails
  
  The CRTC in Canada And The FCC won’t Put up with type of Behavior from this compony  if there Automated AI’s  take 2 people for so called compony
  
  I’m going to recommend there
  
  Licence Reviewed or Suspend  for the they treat people and the way there Employees  operate .

  Business response

  09/03/2024

  Dear *****, 

  Thank you for taking the time to share your feedback regarding the migration of your account. We understand that changes of this nature can sometimes be challenging, and we apologize for any inconvenience you may have experienced during this process.

  However, it's important to maintain a respectful and professional tone in all interactions with our team members. Unfortunately, the language used during your communication with our agent was not in line with the standards we uphold for respectful dialogue. As a result, we made the decision to offboard your account.

  We wish you the best of luck in your future endeavors and hope that you find a service that meets your needs.

  Thank you again for your feedback.

  Sincerely,

  Voiply

  Customer response

  09/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  It was the Total Opposite -When the agent Called they Did Not read any of the Notes what So Ever Turns Out they reset My Adapter remotely back to Factory default setting when you do that what Information they Put in to remotely use the set up with there Updates to get the software working is there LACK OF KNOLWAGE and was proven 
  

  The Provider Pulled the History thats default set in the Adapter show the time stands the days Sunday when they did this in my first report and left it without even checking .
  In conclusion they will be Noted as a Third party Reseller thats not to trusted I've seen Other Complaint's In Canada here from THE BBB  abut them the provider also have the Complaint's about Voiply doing this to Other customers  I have the records 
  the Person I spoke On the Phone Spoke 100 miles and hr wouldn't give me the lead way to talk he sped up like he was overcharged .
  I placed the Phone call back to the provider here and they agree with 100 % don't get Involved with they will be Noted On there practices Ling to about the site working when it wasn't I gave the Link that was Provided to from the OUTBOUND team ***** and it was re directed to ****** ****** her chat even the provider checked the source of there web page and the Dead Link they provider in any cause there On Notices and will ever achieve the status they where hoping for .They where Told they weren't dealing with an Amateur here and 2 staff people in The Philippines and On the weekend all calls where re verted to  Re Not Buis .. yes really night and No one working the One was On Facebook I found here chatting she wasn't working i know it was her day off I asked to Franz to fix he seam to more then ***** Did 
   you can not run a Buisness like with Only one person answering the Phone and only 6 employees  to run the rest automated now.I was in the right they won't . I had every right to be up sent when they hire people to a job they being paid for but all of a sudden they knew what they did turned and tried to Blame My Provider (i have the email My Provider I work Had Nothing to Do with them resetting it they didn't have any access to the ATA GrandStreem Adapter so there. They REMOPATLY went In to the ATA Adapter reset it back to default setting then Try to blame it was My Provider the rest was sent to The BBB Canada ALSO has this On there sind and the FCC was Notified and sent the phone calls all emails and the times stamps when they did this remotely.

   

  Regards,
  
  ***** *

  Business response

  09/09/2024

  *****, 

  Thank you for sharing your feedback with us. We're truly sorry to hear that you feel this way about your experience. We strive to provide the best service possible, and while we're sorry we didn't meet your expectations, we wish you all the best in the future.

  Thank you, 

  Voiply 

  Customer response

  09/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *

  They Fully Know what They Are Doing . When then Reset My ATA Adapter The tried To Blame My Inter provider One My Internet provider has Nothing to with VOICE OVER IP Connections Such As VOIPLY The Reseller Dose.

   

  The Each Depart worked of One Gererated Number the gos back to the Phillipenes  no matter if the customers calls Tech Support as listed On there Not Fefuncet web site there still have up but the links went NO weare But the Umber is us but forwords back to Billing and where Only 3 people the whole  running this Most automated PHONE IVR pre 1 press 2 press 3 

   

  press 3 over in over would come back stating to leave a call or press pound to remain in cue after 10 it hang's up all morning the fist time I called they didn't Pick up they work 12 hrs a head there time not Regular Day time hrs  leaving the Customer what do I do next they did get a reference number after astablishiing there take the customers iinfo to VERIFY who they are

   

  there system Hangs up Not away to be dealing with there customer's they CLAIM on the AUTO IVR phone messate there via chat site help or live phone **** told us from there Onboarding team they don't do chats I said since when ***** - just 2 weeks ago it was Franz he fixed then it stopped working cause they re set the adapter back to defualt setting when it's not Programed to there componey's specifications to get pointing updates then it's Not going to work when the Person called me ver rude not letting me speak over the phone go check the messages he refulsed to let me speak and tried to get me to anydesk we don't sue any test this can take hold of some pc then make change if there the Customer No compony is a loud to use any HACKERS use is to got them  On there techiques.

   

   

  the Man over the Phone tried to claim the sire worked fine as you can see from other compaint's they tried this to when Out bound calls didn't work and they check there adaptors ither found nothing set up or it's been reset reseting to default will work with that SPACIFIC  3party RESELELR Untill it's CONFIGOURED CORRECTLY 

   

  So please before they try to cover there tracks but sending there short version they didn't all they make sure it wasn't AI Generated like there other programs are which Not allowed

   

  Onlt there 30 Momy back Guerrentee  the Bill was $18 and some change the amount's where the same coming off my credit card this with the exchange they didn't put back the Mount they took off with the Exchnage the credit card will file the complaint they have every right to under the customers request on that part there Not Nieeve or stupid when it comes to Send back the funds and are well aware of canadian amarican exchange rates are and the amount had to the specified amount they didn't was less .

   

  This compony what they Put Down on a web page and what the Employees do are two diffrent thing they may read but don't follow what need's to to Many RISKS Factors they take down .

  Visa Debit purchase - **** ****** ***** this amount was take as the 30 day month charge ever month for the Buisness account I has with Voiply

   

  The The Sent Back and it's the Principal the Credit card compony said $24 or $26.27 it has the same amount they tool off ion July .

  for there services this what the sent back

  Sep 6, 2024 **** ***** ****** * ****
  VOIPLY $24.56

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested to port two phone numbers from the carrier I use to ******************************* in 9/2023. The purpose was to keep the number while they will not be used for about one year. As of 9/25/2023 both carriers reported successful porting. And I started paying monthly to the new VOIPLY from 9/2023 on. Early 8/2024, I decided to port these two numbers back from h********************** to my current carrier, one number was successfully ported back. But the phone number ********** cannot be found during the porting. VIOPLY escalation ticket to track the issue is '************ VOIPLY could not find the number ********** in their system except it is in their billing system, and they charge me monthly. I paid for an online service to check the number ********** and found it is owned by someone else. I have been waiting for VOIPLY to resolve the issue, VOIPLY asked me to contact T-Mobile to get the number back. This is beyond unprofessional, they lost my number and ask me to get it back. This is a number under my name, and it is being used by my daughter. This phone number is a crucial asset for her and for my family. All of her contacts and social media access are attached to that phone number. As of now, she does not have a phone number to use, it is very inconvenient. She is losing income because of that. Besides that, both she and I have been suffering mentally because it is really a BIG issue. VOIPLY has been keeping us in dark in the process, they have only returned one phone call and have been silent all of the time. Please see a copy of monthly billing for the phone number ********** from VOIPLY attached. I hope BBB can help to get my phone number back. I also hope BBB can help inspect VOIPLY’s operations to see what is the fault that resulted in such a failure, so that other consumers will not need to suffer from similar painful experience. I have provided their web page above, you can also call them at ** ***** ********* ** ***********

  Business response

  09/03/2024

  ** ******

  First and foremost, we sincerely apologize for the inconvenience and frustration this has caused. We fully understand the importance of retaining a phone number, and we deeply regret that our actions led to this situation.

  As a part of our commitment to resolving this issue, we have already issued a reimbursement and have multiple conversations over the phone. Please be assured that we are making every possible effort to retrieve the number by calling the current phone number owner. 
  
  We value you as a customer and deeply regret that this incident occurred. We are taking steps to ensure that similar issues do not arise in the future.

  Best Regards, 
  Voiply

  Customer response

  09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not agree with the resolution, here are the reasons:
  
  I never agreed the compensation will be all the resolution. The resolution is to get my number back, plus the compensation for the trouble VOIPLY has caused me. The mere little amount  is nowhere close to compensating the trouble you have caused me: I do not have a permanent number to use, as a result I have to use a temp number. I need that number ********** *ack since that is my permanent number that is attached to all of my social media and other accounts and all of my contacts know that number. It is impacting my daily life and my income because of then loss of this phone number.
  
  VOIPLY did not let me know the status of my number for almost 2 weeks until I filed complaint against them on FCC and Better Business Bureau. According to them, the porting of the number was successful in 9/2023. But in 1/2024, the number was released to the public, and then was assigned to someone else by another operator. They did not tell me why the hack they released my number, and they did not know that number was released until more than half year later when I need to port the number out. Now you can see how poorly this company is managing customers’ phone numbers. You really do not know whether your phone number will be still be yours at the end of the day, and neither VOIPLY knows.
  I have the right to know how you lost my number. If this problem is not fixed, VOIPLY will cause trouble for other consumers in the future. I am doing this not only for me, but for the would-be impacted consumers.

  
  Regards,
  
  ***** *****

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 1st, we ordered VOIPLY to move our landline from Optimum. We requested the port of the phone number, and once it went through, we had no dial tone. We tried to install VOIPLY equipment and called their customer service, but despite their (weak) troubleshooting attempts, it did not work. I said, OK, please cancel the service and we'll return your equipment. Upon cancelling we expected our Optimum service to resume working but it did not, because VOIPLY never ported the number back. I called VOIPLY and said I still need people to reach me at this landline, can you please forward calls to my cell instead, which they did for an additional $4 a month. I decided to move to Verizon service. I've called multiple times connecting VERIZON and VOIPLY to get VOIPLY to port the number to VERIZON. VERIZON says VOIPLY needs to provide a pin, the one given doesnt work. VOIPLY says my account is "cancelled" so they cant help. PLEASE HELP ME GET MY LANDLINE BACK. Often when I call VOIPLY Customer Service, no one answers, despite advertising 24/7/365 service

  Business response

  06/04/2024

  ****** 

  Sorry to hear you had trouble porting your number back to Verizon. From our conversation, we discussed the porting process, the time it takes, and confirmed that your number is still in our inventory with forwarding working properly. Currently, the number is pending the port-out process, and your new provider is working to acquire it. I apologize for the inconvenience, but I'm glad everything got sorted out.

  Thanks, 

  Voiply. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RE ACCOUNT ASSOCIATED WITH : ************  Voiply user services have had near constant technical usage issues the past 12 months plus frequently resulting in disconnected phone calls, no dial tone, outages, warped interference, features not working properly, website/app not functioning. Exhaustive efforts to remedy the techincal problems with their support department only result in short term solutions before the problems recurs. While service retention is desired to keep service, a request for fair billing compensation and credit for a term of 6 months was denied. While they did offer only 1 month of billing credit, it does not overall justify the ongoing hassle and disturbance of anticipated usgae. Please at minimum, issue another 5 months or longer of our next billing term,

  Business response

  04/11/2024

  ** ******

  Thank you for being a customer of Voiply—we truly appreciate your business. You became a customer on March 2, 2023. During your time with us, we are pleased to note that there were no complaints while your service was active. Although you have requested six months of compensation, we are able to offer one month of credit. Please remember, if you had issues with your service our team is available 24/7/365 to assist.

  We wish you all the best!

  Thanks,
  Voiply

  Customer response

  04/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  THERE HAVE BEEN AN ESTIMATED 40 PLUS TECHNICAL SERVICE ISSUE COMPLAINTS REPORTED TO VOIPLY SINCE SERVICE BEGAN.

  A SCREEN SHOT SHOWING AN OVERVIEW WAS EMAILED TO THEM AND THEY ARE HIGHLY AWARE OF SAME.

  THEIR RESPONSE IS NOT TRUTHFUL AND EXTERNAL ESCALTION EFFORTS WILL CONTINUE NOW ABOVE BBB FPR JUST CREDIT.
  
  Regards,
  
  ***** ******

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This transaction happened today 03/06/2024 at around 1:00pm. I called the number provided online via the vioply website: https://www.voiply.com/home-phone, phone number (844)843-4175. I stated I was interested in installing a phone line into my home. The rep stated they were compatible with Spectrum the current internet service in the home and did provide service in my area, Killeen Texas. He said the monthly cost was $8.95 monthly not including tax and fees. He stated there is no contract and with tax and fees I would be paying $14.13 monthly. The set up fee would be $19.31 and I agreed to pay. I did agree to the plan and he asked if I wanted to set up a new number, I confirmed I did. He gave me a choice of three phone numbers to choose from, I chose (254)348-2283. I provided my credit card number and he told me I would receive an email confirming the set up and could expect the device for the landline to be delivered 03/13/2024. Before we hung up I asked him if there was a portal I could log into to view my account and set up future payments. He told me to log on to vioply.home.com and enter the phone number he had provided (254)348-2283. Once we hung up I checked the email sent by the company, it was not a verification of the transaction that had just taken place but it linked me the vioply home page to set up an account. I attempted to call back the number online to vioply (844)843-4175 and no one answered, not even an aoutomated welcome or hold as most companies provide, I tried to chat with the online help which was also difficult to type to. I called multiple times from my work phone as well as my cel phone. It rung continuously but no one answered. I was able to chat but was sent in circles, not provided any other numbers to call or provided a live agent to speak with. I was only told they would resolve it to give them an hour. I have never experienced this and feel this business is not legitimate and scamming.

• Initial Complaint

  02/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am truly dismayed. Voiply has been very reliable for as long as I have had service with them. However, today I was notified that my account has been suspended because Voiply was unable to charge the card on record. I was told to update my payment information. I saw that there were eight debit cards listed and none of them were valid anymore, so I deleted all of them, programmed in my current valid card, and tried to pay -- only to see that the payment was not honored. I checked my bank account to make sure I had adequate funds, and I definitely do, I tried to call Voiply Customer Service, only for nobody to answer the phone. Voiply says they have a chat 24/7 for solving customer problems, but I cannot enter my account because of the suspension. I am left with no options whatsoever except to file complaints, which is the reason that I am filing one now. I really have to ask: what Third World country is running the show here? I provide valid, current details for payment, only to be told that the payment is not going through. I am suspicious that something is causing this problem that is probably because of some fraudster's work. I think that Voiply owes me an explanation NOW!!!

  Business response

  02/12/2024

  **** ********

  I understand that encountering difficulties while trying to pay your bill can be quite frustrating. Please be assured that our team is committed to providing you with the necessary support. Should you find it challenging to reach a live agent by phone, I encourage you to make use of our 24/7 chat service. Our agents are often engaged in assisting other customers, which may lead to delays in handling phone calls.

  To provide you with some insight into the issue with your payment, our automated fraud detection system identified the use of an anonymous IP address. This is a common occurrence when VPN services or third-party tools are used. Please be informed that we have addressed this matter, and your account is now in good standing.
  Should you require further assistance or have any additional queries, our chat service is available 24/7 for your convenience.

  Best regards,
  Voiply

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have paid ca $150 for one year in advance home telephone service. It has worked moderately well until 5 days ago at which time incoming calls were cut off by the VOIPLY system after five rings so they did not go to my answering machine (answers on 6th ring) or I could not reach the phone by five rings. Their customer service has repeatedly gold me over the last five days that it is fixed and now they says it is escalated but give me no updates on progress. And a call back from a supervisor/manager that I requested has never occurred.

  Business response

  01/22/2024

  ******* 
  Thank you for your patience as we resolved the timeout issue internally. During our phone conversation, we addressed the internal communication breakdown between our developers and customer service team. The developers successfully implemented a fix for the timeout issue last week, and we have confirmed that everything is now functioning normally. We truly appreciate your loyalty as a Voiply customer; your business is very important to us.

  
  Wishing you all the best in 2024.

  
  Best Regards,

  Voiply

  Customer response

  01/23/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. A manage reached out to me by telephone and explained their problem in that customer service was not aware that the system was not working properly so kept misinforming me that it had been fixed. But when it was finally fixed they reached out again and let me know to test it and it now works fine.
  
  Regards,
  
  ****** *****

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for an annual subscription ending Dec. 26 2023 that includes unlimited calls in the USA and unlimited calls to landline in 50+ countries. VOIPLY decided to change the terms in the middle of the subscription and charge $0.06 per minute on international calls that were supposed to be free (included in subscription). I called the company, talked to an agent and a supervisor. They acknowledge changing the terms blaming change in their cost by international carriers but only offered an apology. btw, I believe they were just lying. The company uses VOIP so their calls are router through the internet, not international carriers. It's legitimate to offer service for any price, but not to do so in the middle of the subscription.

  Business response

  11/29/2023

  **** *****

  Thank you for taking the time to share your concerns about our international calling rates. We understand that changes in pricing can be a source of frustration.

  First, we want to address your concern about us lying about these rate changes. We can confirm that this is not the case. Here is exactly what happened:
  Like any telecommunications company, we have termination carriers. Our international termination carriers made changes to their rates. These rates are beyond our control, and when they change, we must adjust our own rates accordingly to continue providing our services.

  We apologize that this is affecting you and thank you for being a valued customer.

  Sincerely, 
  Voiply

  Customer response

  11/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The business sold me a service for one year. Claiming that their costs have changed does not release them from the service they sold, even if it causes them to lose money. Therefore I demand they provide the service for the entire period of the subscription, including an extension for the time they refrained from providing it
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** *****

  Customer response

  01/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  VOIPLY is ignoring the contract violation I complained about: a prepaid service of one year that comprises phone line with unlimited free calls in USA and unlimited free international calling to phone lines.
  In the middle of this contract, VOIPLY started charging for the international calls that were prepaid.

  So the only acceptable resolution, independent of what I decide to do in the future, is to get free international calls for the number of months between the time they started charging till the end of my contract. 
  To further clarify this request, I will take back my demand if VOIPLY can provide any proof that before signing up for their service they indicated conditions that might terminate the free calls in the middle of the annual service. 
  
  
  Regards,
  
  **** *****

*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. ↩