Problem Highlights
- Unethical billing policy and monthly service interruptions
- Preventing all porting request due to phone numbers not being listed on invoice.
- Refusal to provide invoice that includes phone numbers.
- Rejection on all porting request to new carrier (except for 1 number)
- Now claiming that numbers have ported, but they still control our numbers. They cut off our phone again and have demanded payment to continue service even though they claim the numbers have ported away.
Problem Details
We were notified by Vocalocity that they would no longer allow customers to pay monthly phone bills via company check. They would require a credit card to pay bills going forward. We requested an exception due to our company's policy that all bills are paid off of an invoice to insure accuracy to each vendor account. We were granted an exception due to a perfect history of paying bills on time.
In March, we received our bill on the 2nd, mailed our payment on the 3rd, and our phone was cut off on the 5th. A message was broadcast to all inbound calls on our suspended numbers. It stated "This phone has been suspended; if you are the subscriber to this service please contact billing". This unethical message was broadcast to all of our customers. They received our payment the following day and turned the phones back on. April, May and June provided the same results as March. They continued pressing us for a credit card.
In late March we contracted with a new company and sent a porting request to have our numbers moved. Our first port request was denied because Vocalocity does not include our phone numbers on any invoices. We requested they send us an invoice that included our phone numbers. We were told it was no problem but after several attempts, we finally wrote the phone numbers on our latest invoice and sent the porting request again.
One number was ported, and two numbers were refused. No reason was given to us as to why, but we had to start the process over again. All attempts in May and June were refused. July 7th the request to port was denied because Vocalocity claimed the numbers had been ported away and they no longer controlled the numbers. Our phones where then cut off again for non-payment. When I called to find out why our inbound numbers no longer worked, they said I had to pay my bill again to keep the numbers working even though the numbers have ported away.
Vocalocity will not tell us who their number vendor is and has demanded that we continue paying for their service.
We have filed a complaint with the FCC. Anyone who needs to do the same can file at the link below:
Http://esupport. Fcc. Gov/complaints.htm
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