I applied to ECR Voice under the $24.95 residential plan that stated, "Unlimited Local and Long Distance thru-out the USA.
Last week, Jan 17, I received an email from an ECR Voice Usage Manager named Cara, stating that I was over the limit for calling.
I called Cara for an explanation. Cara told me that according to her records, I have excessive usage on my phone calls.
I told her that I am registered with the Unlimited Plan, and how can I be over usage with unlimited calling.
She told me that I have exceeded what they required for residential use, and that I could either upgrade to a more expensive package, or they will terminate my services at the end of the month.
I debated the issue of the term "unlimited" Cara told me that it states in chapter 10 of the TOS that they have the right to terminate if they feel the customers have "excessive usage". I read the TOS again, and there is nothing that states that a certain amount of minutes are deemed as overage for the unlimited plan. Although it does state that ECR has the right to terminate at their discretion. It states their discretions, but not concerning any restrictions concerning minutes for the unlimited plan.
I asked what the excessive usage entailed. She said she did not have to tell me that.
I questioned the method of terminating under an agreement of unlimited Local and long distance advertising, and suggested that they inform their customers that unlimited really meant that you can only use a certain amount of minutes.
I agreed to update only to keep in mind until I find another VOIP service.
On Jan 22, there was an emergency at my son's school and my service wasn't working. I was also told that several other persons had tried to call as well and couldn't get through. It said my phone was not in service, and I was not accepting phone calls at that time.
I called ECR the next day to report it. Their solution was for me to get info such as, who is the caller's phone service, and for me to supply them with phone numbers of the people who were trying to call me.
I told them that I cannot give out phone numbers like that. Although I did give them my son's school number.
I got a call back from Amy requesting for me to tell the school to call them and that's the only way to resolve that issue.
I thought that was ridiculous. Why should I call everyone and ask them to call ECR?
Anyway. I was thinking about switching services, so I called ECR to ask them what was the procedure.
They explained to me that simply, to request termination by phone, and they will terminate immediately. I asked the ECR person were their any fees involved, and then she told me that I would be charged $49.95 for the box. I asked her what would happen if I didn't have the money in my account at that time, because I'm paying $49.95 for the upgrade until I switch over, so I may not have the money to pay for the box. She immediately switched me over to Cara and she told me that "Since you have had all these problems with ECR, I am going to terminate your services today, right now." I told her that was not fair, that I was not ready to be without a phone. She said she was terminating anyway. I explained to her that I just want an explanation and clarification of the term unlimited. She was adamant that she did not have to tell me how many minutes I was allowed under the "Unlimited" plan.
Cara was/is determined to shut down my services as I write this complaint.
I don't think it's fair that ECR terminate my services just because I am debating the issue of the "Unlimited" plan. Unlimited should mean just that, Unlimited.
Their advertisement is falsified. They need to change their TOS to include that the unlimited plans DO have a limited usage.
I also feel it's not right to threaten my services to be terminated if I don't upgrade to a higher and more expensive plan.
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