Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested to port two phone numbers from the carrier I use to ******************************* in 9/2023. The purpose was to keep the number while they will not be used for about one year. As of 9/25/2023 both carriers reported successful porting. And I started paying monthly to the new VOIPLY from 9/2023 on. Early 8/2024, I decided to port these two numbers back from h********************** to my current carrier, one number was successfully ported back. But the phone number ********** cannot be found during the porting. VIOPLY escalation ticket to track the issue is '************ VOIPLY could not find the number ********** in their system except it is in their billing system, and they charge me monthly. I paid for an online service to check the number ********** and found it is owned by someone else. I have been waiting for VOIPLY to resolve the issue, VOIPLY asked me to contact T-Mobile to get the number back. This is beyond unprofessional, they lost my number and ask me to get it back. This is a number under my name, and it is being used by my daughter. This phone number is a crucial asset for her and for my family. All of her contacts and social media access are attached to that phone number. As of now, she does not have a phone number to use, it is very inconvenient. She is losing income because of that. Besides that, both she and I have been suffering mentally because it is really a BIG issue. VOIPLY has been keeping us in dark in the process, they have only returned one phone call and have been silent all of the time. Please see a copy of monthly billing for the phone number ********** from VOIPLY attached. I hope BBB can help to get my phone number back. I also hope BBB can help inspect VOIPLY’s operations to see what is the fault that resulted in such a failure, so that other consumers will not need to suffer from similar painful experience. I have provided their web page above, you can also call them at ** ***** ********* ** ***********

  Business Response

  Date: 09/03/2024

  ** ******

  First and foremost, we sincerely apologize for the inconvenience and frustration this has caused. We fully understand the importance of retaining a phone number, and we deeply regret that our actions led to this situation.

  As a part of our commitment to resolving this issue, we have already issued a reimbursement and have multiple conversations over the phone. Please be assured that we are making every possible effort to retrieve the number by calling the current phone number owner. 
  
  We value you as a customer and deeply regret that this incident occurred. We are taking steps to ensure that similar issues do not arise in the future.

  Best Regards, 
  Voiply

  Customer Answer

  Date: 09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not agree with the resolution, here are the reasons:
  
  I never agreed the compensation will be all the resolution. The resolution is to get my number back, plus the compensation for the trouble VOIPLY has caused me. The mere little amount  is nowhere close to compensating the trouble you have caused me: I do not have a permanent number to use, as a result I have to use a temp number. I need that number ********** *ack since that is my permanent number that is attached to all of my social media and other accounts and all of my contacts know that number. It is impacting my daily life and my income because of then loss of this phone number.
  
  VOIPLY did not let me know the status of my number for almost 2 weeks until I filed complaint against them on FCC and Better Business Bureau. According to them, the porting of the number was successful in 9/2023. But in 1/2024, the number was released to the public, and then was assigned to someone else by another operator. They did not tell me why the hack they released my number, and they did not know that number was released until more than half year later when I need to port the number out. Now you can see how poorly this company is managing customers’ phone numbers. You really do not know whether your phone number will be still be yours at the end of the day, and neither VOIPLY knows.
  I have the right to know how you lost my number. If this problem is not fixed, VOIPLY will cause trouble for other consumers in the future. I am doing this not only for me, but for the would-be impacted consumers.

  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 1st, we ordered VOIPLY to move our landline from Optimum. We requested the port of the phone number, and once it went through, we had no dial tone. We tried to install VOIPLY equipment and called their customer service, but despite their (weak) troubleshooting attempts, it did not work. I said, OK, please cancel the service and we'll return your equipment. Upon cancelling we expected our Optimum service to resume working but it did not, because VOIPLY never ported the number back. I called VOIPLY and said I still need people to reach me at this landline, can you please forward calls to my cell instead, which they did for an additional $4 a month. I decided to move to Verizon service. I've called multiple times connecting VERIZON and VOIPLY to get VOIPLY to port the number to VERIZON. VERIZON says VOIPLY needs to provide a pin, the one given doesnt work. VOIPLY says my account is "cancelled" so they cant help. PLEASE HELP ME GET MY LANDLINE BACK. Often when I call VOIPLY Customer Service, no one answers, despite advertising 24/7/365 service

  Business Response

  Date: 06/04/2024

  ****** 

  Sorry to hear you had trouble porting your number back to Verizon. From our conversation, we discussed the porting process, the time it takes, and confirmed that your number is still in our inventory with forwarding working properly. Currently, the number is pending the port-out process, and your new provider is working to acquire it. I apologize for the inconvenience, but I'm glad everything got sorted out.

  Thanks, 

  Voiply. 

• Initial Complaint

  Date:04/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RE ACCOUNT ASSOCIATED WITH : ************  Voiply user services have had near constant technical usage issues the past 12 months plus frequently resulting in disconnected phone calls, no dial tone, outages, warped interference, features not working properly, website/app not functioning. Exhaustive efforts to remedy the techincal problems with their support department only result in short term solutions before the problems recurs. While service retention is desired to keep service, a request for fair billing compensation and credit for a term of 6 months was denied. While they did offer only 1 month of billing credit, it does not overall justify the ongoing hassle and disturbance of anticipated usgae. Please at minimum, issue another 5 months or longer of our next billing term,

  Business Response

  Date: 04/11/2024

  ** ******

  Thank you for being a customer of Voiply—we truly appreciate your business. You became a customer on March 2, 2023. During your time with us, we are pleased to note that there were no complaints while your service was active. Although you have requested six months of compensation, we are able to offer one month of credit. Please remember, if you had issues with your service our team is available 24/7/365 to assist.

  We wish you all the best!

  Thanks,
  Voiply

  Customer Answer

  Date: 04/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  THERE HAVE BEEN AN ESTIMATED 40 PLUS TECHNICAL SERVICE ISSUE COMPLAINTS REPORTED TO VOIPLY SINCE SERVICE BEGAN.

  A SCREEN SHOT SHOWING AN OVERVIEW WAS EMAILED TO THEM AND THEY ARE HIGHLY AWARE OF SAME.

  THEIR RESPONSE IS NOT TRUTHFUL AND EXTERNAL ESCALTION EFFORTS WILL CONTINUE NOW ABOVE BBB FPR JUST CREDIT.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This transaction happened today 03/06/2024 at around 1:00pm. I called the number provided online via the vioply website: https://www.voiply.com/home-phone, phone number (844)843-4175. I stated I was interested in installing a phone line into my home. The rep stated they were compatible with Spectrum the current internet service in the home and did provide service in my area, Killeen Texas. He said the monthly cost was $8.95 monthly not including tax and fees. He stated there is no contract and with tax and fees I would be paying $14.13 monthly. The set up fee would be $19.31 and I agreed to pay. I did agree to the plan and he asked if I wanted to set up a new number, I confirmed I did. He gave me a choice of three phone numbers to choose from, I chose (254)348-2283. I provided my credit card number and he told me I would receive an email confirming the set up and could expect the device for the landline to be delivered 03/13/2024. Before we hung up I asked him if there was a portal I could log into to view my account and set up future payments. He told me to log on to vioply.home.com and enter the phone number he had provided (254)348-2283. Once we hung up I checked the email sent by the company, it was not a verification of the transaction that had just taken place but it linked me the vioply home page to set up an account. I attempted to call back the number online to vioply (844)843-4175 and no one answered, not even an aoutomated welcome or hold as most companies provide, I tried to chat with the online help which was also difficult to type to. I called multiple times from my work phone as well as my cel phone. It rung continuously but no one answered. I was able to chat but was sent in circles, not provided any other numbers to call or provided a live agent to speak with. I was only told they would resolve it to give them an hour. I have never experienced this and feel this business is not legitimate and scamming.

• Initial Complaint

  Date:02/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am truly dismayed. Voiply has been very reliable for as long as I have had service with them. However, today I was notified that my account has been suspended because Voiply was unable to charge the card on record. I was told to update my payment information. I saw that there were eight debit cards listed and none of them were valid anymore, so I deleted all of them, programmed in my current valid card, and tried to pay -- only to see that the payment was not honored. I checked my bank account to make sure I had adequate funds, and I definitely do, I tried to call Voiply Customer Service, only for nobody to answer the phone. Voiply says they have a chat 24/7 for solving customer problems, but I cannot enter my account because of the suspension. I am left with no options whatsoever except to file complaints, which is the reason that I am filing one now. I really have to ask: what Third World country is running the show here? I provide valid, current details for payment, only to be told that the payment is not going through. I am suspicious that something is causing this problem that is probably because of some fraudster's work. I think that Voiply owes me an explanation NOW!!!

  Business Response

  Date: 02/12/2024

  **** ********

  I understand that encountering difficulties while trying to pay your bill can be quite frustrating. Please be assured that our team is committed to providing you with the necessary support. Should you find it challenging to reach a live agent by phone, I encourage you to make use of our 24/7 chat service. Our agents are often engaged in assisting other customers, which may lead to delays in handling phone calls.

  To provide you with some insight into the issue with your payment, our automated fraud detection system identified the use of an anonymous IP address. This is a common occurrence when VPN services or third-party tools are used. Please be informed that we have addressed this matter, and your account is now in good standing.
  Should you require further assistance or have any additional queries, our chat service is available 24/7 for your convenience.

  Best regards,
  Voiply

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid ca $150 for one year in advance home telephone service. It has worked moderately well until 5 days ago at which time incoming calls were cut off by the VOIPLY system after five rings so they did not go to my answering machine (answers on 6th ring) or I could not reach the phone by five rings. Their customer service has repeatedly gold me over the last five days that it is fixed and now they says it is escalated but give me no updates on progress. And a call back from a supervisor/manager that I requested has never occurred.

  Business Response

  Date: 01/22/2024

  ******* 
  Thank you for your patience as we resolved the timeout issue internally. During our phone conversation, we addressed the internal communication breakdown between our developers and customer service team. The developers successfully implemented a fix for the timeout issue last week, and we have confirmed that everything is now functioning normally. We truly appreciate your loyalty as a Voiply customer; your business is very important to us.

  
  Wishing you all the best in 2024.

  
  Best Regards,

  Voiply

  Customer Answer

  Date: 01/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. A manage reached out to me by telephone and explained their problem in that customer service was not aware that the system was not working properly so kept misinforming me that it had been fixed. But when it was finally fixed they reached out again and let me know to test it and it now works fine.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for an annual subscription ending Dec. 26 2023 that includes unlimited calls in the USA and unlimited calls to landline in 50+ countries. VOIPLY decided to change the terms in the middle of the subscription and charge $0.06 per minute on international calls that were supposed to be free (included in subscription). I called the company, talked to an agent and a supervisor. They acknowledge changing the terms blaming change in their cost by international carriers but only offered an apology. btw, I believe they were just lying. The company uses VOIP so their calls are router through the internet, not international carriers. It's legitimate to offer service for any price, but not to do so in the middle of the subscription.

  Business Response

  Date: 11/29/2023

  **** *****

  Thank you for taking the time to share your concerns about our international calling rates. We understand that changes in pricing can be a source of frustration.

  First, we want to address your concern about us lying about these rate changes. We can confirm that this is not the case. Here is exactly what happened:
  Like any telecommunications company, we have termination carriers. Our international termination carriers made changes to their rates. These rates are beyond our control, and when they change, we must adjust our own rates accordingly to continue providing our services.

  We apologize that this is affecting you and thank you for being a valued customer.

  Sincerely, 
  Voiply

  Customer Answer

  Date: 11/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The business sold me a service for one year. Claiming that their costs have changed does not release them from the service they sold, even if it causes them to lose money. Therefore I demand they provide the service for the entire period of the subscription, including an extension for the time they refrained from providing it
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** *****

  Customer Answer

  Date: 01/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  VOIPLY is ignoring the contract violation I complained about: a prepaid service of one year that comprises phone line with unlimited free calls in USA and unlimited free international calling to phone lines.
  In the middle of this contract, VOIPLY started charging for the international calls that were prepaid.

  So the only acceptable resolution, independent of what I decide to do in the future, is to get free international calls for the number of months between the time they started charging till the end of my contract. 
  To further clarify this request, I will take back my demand if VOIPLY can provide any proof that before signing up for their service they indicated conditions that might terminate the free calls in the middle of the annual service. 
  
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:09/21/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am constantly receiving spam calls to my Voiply number that I specified as being unlisted. When I get such a call, I try to add the number to my Block Callers list on the Voiply website. However, it is the third day now that I have tried to add numbers and they do not appear in the list. I have reported this problem over and over, but I am seeing no changes for the better; the situation remains dysfunctional and I am no longer confident that my wishes are being honored. If this is the best they can do, I have to start looking for another provider. I should not be needing to call Customer Service over and over with such frequency if I'm a paying customer and expect adequate service. I have a hard time believing an unlisted number would be so easy for spammers to obtain. I am complaining in the hopes that something constructive will be done; I have not seen evidence of that so far.

  Business Response

  Date: 09/29/2023

  **** ********

  
  We apologize for the inconvenience you experienced with our call blocking feature. Our team of developers have thoroughly investigated the issue and are pleased to confirm that it has been successfully resolved. We also verified with you and are glad to know that everything is functioning as expected now.

  
  Thank you for your patience and understanding throughout this process.

  
  Best Regards,

  Voiply

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone service stopped working with VOIPLY in July 2023, and after about 2 weeks of troubleshooting they were unable to resolve the issue. Because I need phone service, I elected to have my number ported to a different provider. The provider is Spectrum. Spectrum has attempted to port my number over since August 8, 2023, with no success. With multiple attempts to work with VOIPLY to resolve the issues, VOIPLY keeps stating that Spectrum must work with their third-party provider which is TON 80. Spectrum has attempted multiple times to get in touch with TON 80 to get the number ported and is not able to reach anyone. I personally have contacted VOIPLY multiple times trying to get a contact at TON 80 so my number can be ported and VOIPLY’s response has been that Spectrum needs to work with TON 80 and has not provided any support to resolve. VOIPLY is essentially holding customers hostage that want to port their number to a different provider. I need help in getting the issue resolved so my phone number can be ported to a different provider.

  Business Response

  Date: 09/19/2023

  ****** 

  First I want to apologize for all the confusion with the carriers. As a cusomter this is something you shouldn't have had to deal with. When you and I spoke on the phone I explained why this happened and we discussed you keeping your service with Voiply. After sending you our Voiply Shield, your service started to work again. Sorry again for all the confusion and we are happy to have you as a customer. 

  Thanks, 

  ****

  Customer Answer

  Date: 09/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:07/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a phone plan with them. My first order was to ship express to my old address so I might have it before I moved to my now address. That didn't happen so they did finally send an adapter to me but not my phone to go with. Ok so I bought a phone to use. I do not get a signal where I live and want to send it back for a refund. They are telling me the adapter was free Andi can keep the phone. Well as I said no phone. I spent 154.00 on this crap. And they pretty much said tough sxxt. I want to let people know they are a rip off. And would like my money back. I am a senior on fixed income so I don't have money to lose.

  Business Response

  Date: 07/13/2023

  ***** 
  Firstly, we sincerely apologize for any inconvenience our service may have caused you. We value your feedback and are committed to improving your experience with us.
  
  As per our records, your order was placed on June 7, 2023. We processed and shipped your order promptly the next day, June 8, 2023. You opted for a 2-day shipping service. The package was delivered to an empty residence in North Myrtle Beach, SC, on Monday, June 12, 2023. Unfortunately, no return to sender was initiated for the undelivered package, resulting in it being lost.
  
  When you contacted us again on June 20th, we immediately sent you another Voiply adapter free of charge to your new address to rectify the situation. Today, on July 13th, we received your request to return the device and obtain a refund.
  
  While we understand your frustration, the initial delivery issue was beyond our control. Despite this, we have tried to compensate by providing two free devices.
  
  We appreciate your understanding in this matter and are always here to assist you further should you need it.
  
  Best Regards, 
  Voiply

  Customer Answer

  Date: 07/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** *******