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BBB Accredited Business since
Phone: (800) 219-6993 View Additional Phone Numbers PO Box 81362, Wellesley, MA 02481
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ComFi.com is an on-line communication company specializing in on-line prepaid phone (calling) cards.
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A BBB Accredited Business since
BBB has determined that ComFi.com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that affect the rating for ComFi.com include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
Type of Entity
Business ManagementMs. Tanya Miller, Financial Manager
Number of Employees
PREPAID PHONE CARDS-RETAIL CALLING CARDS PREPAID PHONE CARDS-WHOLESALE Telecommunications Resellers (NAICS: 517911)
Hours of Operation
|M||:||9:00 AM - 8:00 PM|
|T||:||9:00 AM - 8:00 PM|
|W||:||9:00 AM - 8:00 PM|
|Th||:||9:00 AM - 8:00 PM|
|F||:||9:00 AM - 8:00 PM|
|S||:||10:00 AM - 6:00 PM|
|Su||:||12:00 PM - 6:00 PM|
Method(s) of PaymentVisa
Refund and Exchange PolicyThe business states their refund & Exchange Policy is as follows; If at any time you are not happy with a phone card purchased online at Comfi.com, we will work hard to remedy the situation.
If you are experiencing technical difficulties with your international calling card – we will gladly contact the provider of your card on your behalf to resolve the issue.
FOR REFILLABLE CALLING CARDS:
You will always have the option to transfer a remaining balance from your calling card to a different type of calling card from a separate calling card provider.
If you purchased a refillable calling card and your PIN number expires –please contact us within 30 days of expiration to restore the balance of your card. We are unable to reactivate cards with PIN numbers that
have been expired for more than thirty days, or were given out free of charge.
If you find that you are not satisfied with your calling card – we will gladly issue a full refund within 30 days of any refillable card purchase if the card’s PIN is unused. Partial refunds may be made on a case-by-case basis within 30 days of purchase, for refillable cards only.
FOR NON-REFILLABLE CALLING CARDS AND PREPAID CELL PHONE REFILLS:
Calling cards that cannot be refilled online and prepaid cell phone refill cards adhere to a strict “NO REFUND” policy and cannot be returned.
Once you make a purchase you are bound to this refund policy regardless of whether your purchase is flagged for verification or not. A purchase which is flagged for verification by our system may be accepted without further verification, at any time, after it is reviewed by a member of our customer service department, if it meets our security requirements. A purchase which is flagged for verification by our system may also be
refunded, at any time, after it is reviewed by a member of our customer service department, if it does not meets our security requirements.
Service AreaComFi.com provides their services in ALABAMA, ALASKA, AMERICAN SAMOA, ARIZONA, ARKANSAS, CALIFORNIA, COLORADO, CONNECTICUT, DELAWARE, DISTRICT OF COLUMBIA, FLORIDA, GEORGIA, GUAM, HAWAII, IDAHO, ILLINOIS, INDIANA, IOWA, KANSAS, KENTUCKY, LOUISIANA, MAINE, MARSHALL ISLANDS, MARYLAND, MASSACHUSETTS, MICHIGAN, MINNESOTA, MISSISSIPPI, MISSOURI, MONTANA, NEBRASKA, NEVADA, NEW HAMPSHIRE, NEW JERSEY, NEW MEXICO, NEW YORK, NORTH CAROLINA, NORTH DAKOTA, NORTHERN MARIANA ISLANDS, OHIO, OKLAHOMA, OREGON, PALAU, PENNSYLVANIA, PUERTO RICO, RHODE ISLAND, SOUTH CAROLINA, SOUTH DAKOTA, TENNESSEE, TEXAS, UTAH, VERMONT, VIRGIN ISLANDS, VIRGINIA, WASHINGTON, WEST VIRGINIA, WISCONSIN, WYOMING.
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
PO Box 81362
Wellesley, MA 02481
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BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
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Additional Phone Numbers
- (617) 861-4107(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: Comfi.com is a calling card retailer. I have used this company for over 5 years and I was a happy customer. Recently, they started to cheat. They offered me a refillable calling card (MasterCent). When I last purchased a $20 card, I got 105 minutes. When I returned to refill it, I didn't know they raised the price more than 100%. There was no disclaimer or any legal notice that the price was raised. I refilled my card expecting 105 minutes. I only received about 50 minutes on this purchase, in less than 2 weeks. I contacted their customer service and the lady said that Mastercent can jack up the price when they want without any notice. There should be a disclaimer (buyer beware laws) to people refilling their card about any price changes. This is the 3rd time this happened to me in less than 2 months and I want my moneys back. Instead of addressing my concern, the customer service representative simply transferred to their technical support department which does not deal with transaction issues. And I was forced to hang up the call without addressing the issue, even though I asked to speak to a supervior. They said I can change to a new card for future purchaces, but I am filing a claim against all the past transactions with similar issues and I am reporting this company to the Better Business Bureau. Please refund my moneys! Thank you
Desired Settlement: I want all my transactions with unannounced price hikes investigated and refunded accordingly. No, I will not give up.
Business Response: We apologies for this problem. But as customer have mentioned correctly, our company is a calling card retailer. As a reseller, we are not a provider of telecommunication service. Because of that, we cannot control or guarantee the rates. Provider has the right to change them based on a market price. We sell many variations of calling cards and each has hundreds of rates to different destinations and rates change. Some rates change very rare, but some change often. It's a normal practice in this industry to check rates often. We notify our customers to be aware of such situation and we do this in two ways: 1. in the Disclaimer on the website and in the customer letter. Disclaimer (https://www.comfi.com/Disclaimer.php): “…The calling rates are based on the posters that Comfi.com received from our manufacturers. These rates are subject to change without notice. Comfi.com always tries to keep the latest rates as much as possible. However, if there is any case of discrepancy in rates, Comfi.com shall not be held responsible…” 2. Every time when customer makes a purchase, a confirmation letter is sent with the following information: "Important Details: …Rates and fees are subject to change without notice. Surcharges/fees will reduce total available minutes on the card..." If customers contact us regarding any questions, we always suggest them to check the list of products and the rates before they will make a purchase as a new products could be launched or the rates could be updated since the last purchase. Sincerely, Comfi Team
Problems with Product/Service
Read Complaint Details
Complaint: I am buying cards on Comfi.com because of their cheap phone call rates to Croatia. Recently, in April 2015, the rate of the card I was using was suddenly increased without warning. While $20 would last for at least 1 month, that refill lasted for only 10 days. The rate for that card went up so I bought a different one with a rate of 1 cent per minute, still at Comfi.com. In July this rate went up from 1 cent a minute to about 10 times more and still no warning. I sent a message to Comfi.com, I called their costumer service and I was told the rate went up and that was it. Now I bought yet another card with a fill of $18 on it and when I tried to call, I got a message saying that I have no money left on the card. Knowing how poor the costumer service is, I decided to file a complaint with BBB.
Desired Settlement: I want to be refunded for the cards that had a rate change without warning as well as the card that I was not able to use although I had filled it.
Business Response: The rate to call to Croatia had been increased for the calling card this customer was using as of July 3, 2015. Providers in this country increased the price to call to Croatia and therefore we at Comfi.com were forced to increase the rate accordingly. As stated on our website at ******************************************* “Please read the disclaimer about additional provisions. Rates and fees are subject to change without notice.” This customer did call our customer service regarding this rate change and one of our representatives told her that we would find out more details about this issue and would contact her when we had more information. We contacted this customer back by the next day explaining that the rate had gone up on July 3, 2015 and that we had credited her back $16.38 for the calls that she had made when she was not aware about the rate increase. At the customer's request, we have also refunded her back the three purchases of $10 each that were made after the rate increase. If there are any more questions or concerns that this customer has then we would like her to contact our customer service at ###-###-####.
Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. It has been a couple of days since I received the reply and I still do not see the amounts Comfi.com says were refunded to me, neither on the credit account I used to fill the calling cards, nor as credit on my Comfi.com account (which I do not want since I decided to use a different phone service). Regards, ********* ********
Business Response: $30 were refunded back to customer's credit/debit card (last 4 digits ****) on 07/22/2015. There were 3 separate refunds that were issued for 3 separate purchases: 1) Invoice#******** - $10.00 Refund Transaction ID:******************************** 2) Invoice #******** - $10.00 Refund Transaction ID:******************************** 3)Invoice#******** - $10.00 Refund Transaction ID:********************************Customer's current account balance on the calling card is $0, as we were asked by the customer to refund all of the purchases that were made since the rate increase. If customer has any further questions, she can contacts us at ###-###-####. Kind Regards,ComFi.com
Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.I still don't see any of the refunds in any of my bank accounts and it is not surprising since the last 4 digits do not correspond to any of my accounts (I am ready to send proof) but also they do not correspond to any account registered on their website. I vaguely remember, a few years back, these 4 digits to be an old account number that was canceled because someone might have stolen the card information. They might have had this card information at some point but it is not valid anymore. The refunds were most likely returned to them because the account number is not valid anymore.Please find attached the screen corresponding to the list of the last 4 digits of the accounts I currently use to fill my Comfi phone cards. The correct one to use is the one ending with ****. **** is not valid for the same reasons, information might have been stolen. Regards, ********* ********
Business Response: The ******* *** credit/debit card that was used for the last three transactions that customer made with us is ******...**** and we can process refunds only back to the credit/debit cards that were used to make initial purchases from our website. In the attachment you can see the Transaction processing report from our merchant that is showing the purchases (invoices) that customer made on our website and the same purchases that were refunded back to her account. In addition, we attached the screenshot from the customer's account that shows her name, invoice numbers and last 4 digits of the credit card that was used to make these purchases. If customer has any problems finding this transactions, she needs to call her bank for further details or call our Customer Service Department with her bank on the other line. Our phone number is ***********.
Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. On the file 17.png, it is clear that it is not my name, not my phone number, not my address, not the phone card I have. Comfi.com is clearly dealing with a different person. My name is ********* ********, not ****** ********, my address is not in ********, it was in ***** ******* until 06/20 and then I moved to Los Angeles where I currently live, my phone number is ###-###-####, my phone cards are ***** ******* and ******, that I purchased through *******.com, who is affiliated to Comfi.com. And I do not have any ******* **e account!Please find MY file with MY information! You sent the refunds to the wrong person or you are confusing me with somebody else! Regards, ********* ********
Business Response: The rate to call to Croatia with our calling cards had been increased f as of July 3, 2015. Providers in this country increased the price to call to Croatia and therefore we at Comfi.com were forced to increase the rate accordingly. As stated on our website at https://www.comfi.com/Phone-Card/Lucky+Minutes “Please read the disclaimer about additional provisions. Application of surcharges and fees has the effect of reducing total minutes on the card.” Since July 3, 2015 customer made only one $18.00 purchase on July 8, 2015 of a Lucky minutes calling card and has used up the whole balance calling to Croatia for total of 153 minutes. As a courtesy, we have decided to refund this $18.00 purchase back to customer's credit/debit card **************. The refund transaction ID is -********************************. n the attachment you can find a screenshot of customer's purchase history.
Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. I received the $18 refund, thank you for that but I don't see how this is courtesy. When I called the customer service, the representative told me that they haven't updated the website with the new prices yet when I purchased a new card, ***** ********com, and I don't call that good business.If you actually read my initial complaint, this has happened twice before and I decided to file a complaint with BBB at the third occurrence. Prices of phone calls to Croatia were increased on two other cards I purchased before July 3rd.Prices were increased without warning when I refilled my Saturn card (invoice ********) on Apr 21, 2015 with $20.00. After using these $20, I purchased another card, ***** ******, with a lower rate (invoice ********) on Apr 30, 2015 and I put $20.00 on it. This card stayed at the rate it had when I bought it until July 3rd. Then the rate increased, so I used all the money I had on it and purchased the Lucky Minutes card, with $18 on it. This is what was refunded to me.As you can see, this has been going on for a while and with several calling cards. I want the money I spent on these other cards when the rate was increased to be refunded as well. Regards, ********* ********
Customer Reviews Summary