I subscribed for V.O.I. P telephone service in May. I paid for a 2 year unlimited service up front with a single credit card payment of 438.00. The service never worked correctly and was unusable from the start. I contacted Customer service on various occasions (
5 hours I waited one day on speaker phone), average wait time was around 2 hours, only to be accidentally disconnected. The company eventually sent out a replacement hardware adapter and I resumed
semi-usable service for a few months. Finally, once again I attempted to get through to cancel the service entirely. This took a complete day. ViaTalk released my original phone number back to me and I canceled the service even though I had well over a year pain in advance remaining on the service. I then returned my
number to normal land line telephone service and never heard another word. Over a year has now passed and the company has began to email me invoices for additional charges for e-911 charges that occurred after I had canceled my service. They now are demanding payment for months of accumulated 911 fees that are still at this time being charged on service that has been gone for
over a year. They will not cancel my account a second time until these charges are paid in full. Also new subscribers now receive the provided telephone adapter free of charge, and are only charged the 50.00 fee for the adapter if the adapter is not returned.
In 2006 this was not the policy in effect. At that time Viatalk offered a choice of adapters to purchase and upgrade options (wireless, etc.) in which you paid for the adapters up front. I purchased a linksys standard adapter from the company at that time upfront again, however the policies have changed and they are
now also trying to collect a 50.00 fee for an unreturned adapter.
The company no longer has detailed records of any transactions originally taken place, and they refuse to provide me with any previous invoices other than the current. They also refuse to release any information on previous tickets submitted for troubleshooting,
payments, cancellation, complaints, etc. They demand payment in full now or they will not cancel service. The account continues to accumulate monthly charges. I have been locked out of the control panel where I cannot review any of my previous activity, and they
have BANNED my email so I can no longer submit tickets.By the way, according to the very unhelpful telephone customer service they will only respond to submitted tickets, so I am stuck in a loop. I must submit a ticket to request any type of cancellation again. But the ticket submission system will not accept my BANNED email. The CS cannot explain or correct the BANNED situation, so is therefore unhelpful. The only way CS can help is to provide the current amount and collect payment, but they do not have the power to cancel the account or prevent further charges from being billed.
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