I cancelled my service within 30 days and returned my equipment, but I was charged a cancellation fee of $39.95.
When I disputed the charge with my credit card company, Voip came back with a rebuttal that I didn't cancel within the 30 period. I disputed the charge again and they responded with "because I had a ported number, (keeping my old phone number) the money back guarantee does not apply to a ported number. I disputed a third time, and now they are saying that I used over 200 minutes (I used 352 minutes) during the 30 day guarantee period so I would have to be charged a cancellation fee. They continue to change the reason why they can't give me the $39.95
172 minutes of the 352 minutes was for calling VOIP.com to try to straighten out my problems. I had only about a week with the telephone and did not receive the things that were supposed to be a part of the service; i.E. Voice mail, call forwarding, call waiting and caller ID.
I even put in support tickets online trying to get help. It was quite evident from the response time to my support tickets that VOIP.com had a difficult time delivering customer service. The response time to these support tickets was 8,9, 12, and 16 days respectively. I have copies of these support tickets and the responses. It is clear that they can't provide customer service or customer satisfaction. It should not take more than 48 hours to answer an email. This is absolutely disgraceful service and poor ethics on their part. I can't imagine a consumer having to wait 8-16 days for a response.
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