I had an prepaid calling card account with dialpad for some time, using it to call overseas. However, due to a death in my family, I no longer had a need for the service and emailed Dialpad in mid-January to close the account and see about getting my balance refunded. (Around $40.00 at the time.)
I receieved the following email response from dialpad on January 16th:
"Dear Dialpad Customer,
Thank you for contacting Dialpad Billing Services.
We would only be able to refund the last $15 recharge from November 9 as the rest of your balance has already expired and was issued a courtesy extension. Would you still like to cancel your account? Please
advise."
I responded the same day, telling them that I would like the $15.00 refunded, but that the debit card used to fund the account originally had been reported as lost/stolen and I would be happy to provide the new account number.
Dialpad wrote back on January 17th to say: "This is to confirm that your recent request to close your
DialpadPrepaid account has been completed. We have issued a refund to your credit card in the amount of $15. We will maintain your basic account as active
so that you are able to log in without having to register all of your information again. You will not be charged unless you choose to purchase another product."
Not only did they not cancel the account, as asked, but they ignored my request to send the refund to the NEW number. I wrote back again, this time providing the whole debit card number, to which dialpad responded (on 1/20) that "the refund will automatically go to the bank account".
I waited several days before responding again to see of the refund would in fact transfer through. On 1/28 I emailed dialpad again to inform them that the refund still had no gone through or showed as a pending transaction to my bank account.
Dialpad responded on 1/29 with the following:
"We are only able to issue refunds to the same card number that was
billed. Your card company will still accept credits on invalid cards.
The refund was issued on January 28. Please give the transaction about
7-10 business days to post to your account."
Not only does this contradict the earlier email stating that the refund had been issued on 1/17, but as of 2/14, well over the 7-10 days stated in the last email, I still show no refund or pending transaction from dialpad in my bank account.
I wrote dialpad another email complaining about this situation yesterday, but have yet to hear back. Their website offers no customer service number or live chat. Email is the only way to get in touch with a support rep, making the resolution of this situation that much more difficult and frustrating.
I filed a report with the BBB on 2/14, but the company has not yet responded. I had to file a dispute report with my bank in the ned, to get my money. Dialpad never did write back.
Also beware of the fact that you're required to make a minimum purchase of $15.00 with each calling card, and if you don't use the whole $15.00 within a certain amount of time, it "expires" and they get to keep it.
All this trouble for a simple $15.00 refund!!!
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