Voip.com Complaint - Poorly Managed Finances; Inadequate Service
I signed up with voip.com under a "1st 30 days free - money back guaranty". The first adapter I received from them was apparently faulty; after spending about 6 hours on the phone with tech support for voip.com, and my ISP's tech support, it was determined that it was faulty and had to be replaced. It took them nearly a month to get a replacement unit sent to me. They sent me a bill and charged my credit card before I even received the second adapter. They did refund this amount when I contacted them and pointed out that I had not had service yet! After I finally received the 2nd adapter, the quality phone service was not so good, but serviceable for my needs (considering that you get what you pay for). I decided to add an "800 number" to my account so that family members could call us when they want. voip.com charged almost $16.00 to add this number which, again, I did not think was unreasonable.
The first charge was declined (my bad, but I corrected it immediately). They sent the charge through 2 more times, and both times the charge went through.
voip.com replied to my post on their forum that the second charge was a "pre-authorization hold" only and would not go through as a transaction. After 3 days, the hold that was appearing on my statement turned into a completed transaction. While I don't think they are trying to cheat me, it's obvious to me that their right hand doesn't know what their left is doing, and they do NOT have a good system in place for managing its finances. Even after I sent them a copy of my statements and correspondence from my bank which stated specifically that both charges were completed transactions, and that the second charge was not a "credit card hold", they have not agreed to refund the second charge. I am cutting my losses and will not proceed with service from this company. I cannot afford this kind of mistake from them again.
voip.com does have a forum where you can review their customer's posts regarding problems they are having, including billing and service problems. That is the method that I used to contact them regarding the both of my issues, after my 1st telephone contact regarding the adapter. Their telephone tech support, I strongly suspect, is outsourced.
I would strongly suggest you take advantage of reviewing customer posts prior to committing to their service.