In mid May I signed up for a VOIP Telephone Service Plan with BroadVoice, Inc. This plan "The Unlimited World PLUS Plan" allowed, for the cost of $24.95/month, customers unlimited calling to 35 countries including the United States. The plan in itself is a residential only plan as the company has other plans stated for business usage.
On October 4 I recieved notice via email that my rate plan had been changed to a business rate plan because, as BroadVoice put it, "It came to our attention that you are using your residential BroadVoice service for business purposes, in violation of BroadVoice's published Terms of Service."
I immediately contacted BroadVoice Customer Service (patiently sitting on hold for 25 minutes) to explain that there has been some mistake in their determination of my account usage. I assured them that all activity with my account was indeed in line with residential only use, however, I was given the option by the customer service rep to either stay on the business rate plan and pay for $66.25 worth of additional charges or cancel my service with BroadVoice.
I then asked that the call be escalated to someone above the representative only to be told that I could not speak to a supervisor or manager and that they would in turn not speak with me, that the decision was final. I assured the rep on the line that this was unacceptable only to be told that a trouble ticket would be issued and I "may or may not" recieve a call from a manager in response to my dispute.
Knowing often in a customer service environment, every rep is not on the same page in regard to policy, I made a second call minutes later hoping to get someone else on the line that would be able to get me on the phone with a supervisor or manager. After another long hold time of approximately the same duration, I was told again that nothing could be done and that my call could not be escalated and all that can be done has been done.
I now am in the process of formaly filing a complaint with BroadVoice in hope that a reasonable and just outcome will come of this. Admittedly this is my first complaint with the service I have recieved from them, but what is to be said of a company that so readily dismisses their customers when an easy solution is readily available?
This is the email I recieved from BroadVoice in regard to my account changes.
From: [email protected]
*Your BroadVoice Plan Upgrade Reminder
Dear Christian Styles,
It came to our attention that you are using your residential BroadVoice service for business purposes, in violation of BroadVoice's published Terms of Service.
Consistent with our Terms of Service, we have upgraded your BroadVoice service to the Unlimited Business plan, and we are rerating all of your free international calls in this billing cycle to our published business rates.
If you have any questions or comments, please contact [email protected].
Thank you for your attention to this and for your business.
BroadVoice Customer Care
24 hours a day, 7 days a week
This is the email I sent to them today (10/06/05) stating my intended action.
To: [email protected], [email protected]
*Re: BroadVoice Plan Upgrade
Please allow this email to serve notice as my intent to dispute BroadVoice, Inc. Claims for the recent actions taken against my account on October 4. Your claim states that I am suspected of using my service for the purpose of business. I have called into your customer service center two times. First speaking to Sasha then approximately half an hour later speaking Dan in which I verbally disputed your companies action to my account. I have relayed and can further substantiate that BroadVoice, Inc. Assumption of my account usage are in error.
It seems to me that your company is not interested in doing the right thing in regard settling this dispute as I was repeatedly denied the opportunity to speak with someone by phone that could settle this issue once and for all. Aside from the lack of BroadVoice, Inc. Ability to provide stellar customer service, it is now more evident than ever that your company intends on scamming me into a rate plan that I, as a residential only user, do not qualify for.
All calls placed from my issued BroadVoice phone number have been in lines with my rate plan and your Terms and Conditions - section 1.3.1 Residential Use of Service. I am, again, in opposition to the new business rate plan that I am now under as well as the additional charges applied. BroadVoice, Inc. Can expect I will be immediately filing a claim for arbitration as outlined by the terms and Conditions -section (s) 9.1 - 9.3.
As BroadVoice has chosen to take action to my account in regard to their assumptions of my usage, I too will proceed in regard to my own personal terms in dealing with companies who treat their customers with such disregard. Any statements I make publicly from this point on about BroadVoice, Inc. Will be factual and in regard to this situation ONLY. You can rest assured that I will not over inflate the situation in any way shape of form.
I do regret having to take such actions as I hoped this unfortunate misunderstanding could have been resolved in a way that would have been a testament to the business and customer service ethics of BroadVoice, Inc. I remain available and open to being contacted in regard to this situation. This will be the first and last email contact to your company in regards to this ordeal.
Christian Styles
I realize that mistakes happen from time to time in regards to judgements of someones action (s). I am as I stated to BroadVoice, willing and ready to resolve the issue which honestly, would only take a few precious moments of a BroadVoice managers time to fix. Am I asking to much in that regard. It's a simple matter of right vs. Wrong. I will keep everyone updated as to the outcome of this dispute.
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