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Business Profile

Apps

TextNow

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for TextNow's headquarters and its corporate-owned locations. To view all corporate locations, see

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TextNow has 3 locations, listed below.

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    • TextNow

      420 Wes Graham Way Ste 200 Waterloo, ON N2L 6R2

    • TextNow

      1 Sutter Street, Suite 800 San Francisco, CA 94104

    • Text Now Wireless

      1 Sutter Street, Suite 800 San Francisco, CA 94104

    Customer Complaints Summary

    • 66 total complaints in the last 3 years.
    • 15 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 keep receiving messages ** * ********* ****** through your text now service, I do NOT want these messages, stop them immediately.

      Business Response

      Date: 19/03/2024

      After reviewing the case owner's complaint, we can confirm we have put a block in place to prevent any further messages from our service from reaching the number provided. We invite the case owner to email us at ********************* with any numbers they would like to report to us so that we can review them and take any appropriate action. 

      Customer Answer

      Date: 19/03/2024



      Complaint: ********



      I am rejecting this response because:

      You allowed these ********* *** **** calls to go through in the first place, I should not had to use my valuable time, to stop them* **** ** **** **** *** *****



      Sincerely,


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

    • Initial Complaint

      Date:21/06/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Purchased a subscription with this company, the app was deleted. 2 months later I redownloaded the app and tried to login only to find my account not active. I tried to restore my subscription, and was told by customer service to reach out to *****. ***** does not want to help. Textnow does not want to help. There is 10 Months left on the subscribe and I am being told nothing can be done.

      Business Response

      Date: 03/07/2023

      After reviewing the case owner's complaint, we can confirm that in order to be able to assist the case owner they would need be able to verify ownership of the account in question. We will be reaching out to the case owner at the contact information provided to see if that can be done by the case owner. 

      Customer Answer

      Date: 03/07/2023



      Complaint: ********



      I am rejecting this response because: the company told me escalation would reach out and they are no help as well. 



      Sincerely,



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

      Business Response

      Date: 14/07/2023

      After reviewing the case owner's rejection, we would like to confirm that we are not able to discuss any account until the verification that we request is provided. If the account cannot be verified we cannot discuss it with the case owner. 

    • Initial Complaint

      Date:23/05/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Hi my name is ***** ***** i am your textnow user since more than 3 years i am very first time users of textnow when you guys launch basically i am from pakistan i am using textnow for my personal use of main phone number which is linked to my many bank accounts,credit cards, email addresses and many other places, i make account when there is no restriction of making account worldwide now you guys change only usa and canada but my account dont lies in it and i also subscribe to yearly package of locking of number plz give me my account back as i use last on 19th May 2023 and i did not do any type of activity which causes my account was flagged for violating our Terms of Use. plz plz i am in so much stress and tension
      I created account when textnow available in worldwide they change policy last quarter of previous year from last 4 years i am using services without vpn from pakistan last date of login in 19th may 2023 and if they change country to usa and canada then they must tell me before 7 months ago so i decided then but now they block my account and their customer support and all stafff are support in very badly which demotivated me from trust to any usa company from now on

      Business Response

      Date: 26/05/2023

      After reviewing the case owner's complaint, we can confirm that we have never officially offered or supported our service in Pakistan. 

    • Initial Complaint

      Date:07/02/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 one of those "Lock Your Number" services...I just went to use my number and to my surprise, my number expired WITHOUT ANY KIND OF ADVANCE NOTICE **** **** **** ******** Now I am getting a message to sign up for a new number! **** * *****

      Business Response

      Date: 15/02/2023

      After reviewing the case, we can confirm that the case owner's number was recycled for inactivity as their yearly subscription expired and was not renewed. If the case owner has question about this, we invite them to contact us for support via the live chat offered on our website. 

      Customer Answer

      Date: 15/02/2023



      Complaint: ********



      I am rejecting this response because: This was not a response at all. I know my subscription expired. The issues is that I WAS NOT NOTIFIED THAT SUBSCRIPTION WAS EXPIRING. IF SO, I WOULD HAVE RENEWED IT.  YOU JUST EXPIRED MY NUMBER. **** ** ************* *** I WAS USING THIS AS A BUSINESS LINE. NOW MY CUSTOMERS CANNOT REACH ME ON THE PHONE. * **** ***** ********* **** ******* ** *******



      Sincerely,



      **** **

      Business Response

      Date: 03/03/2023

      After reviewing the case owner's response, we can confirm that warnings are sent in-app as well as email in the days before a number expires to give users a chance to keep the number active. 

      Customer Answer

      Date: 10/03/2023



      Complaint: ********



      I am rejecting this response because: That's a LIE. Why ** *** **** would I not renew a number that I was using for BUSINESS if you sent notice. * ***** *** **** ***** **** ********** ********* **** ************* ******* ****

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

       

      BBB, please close this case. I have moved on to a new company already deleted the TextNow app from my phone. **** *********




      Sincerely,



      **** **

    • Initial Complaint

      Date:24/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 request to port a number from ******** to textnow, did it a few time already and it's never got initiated as I call ******** to ask if there was any port request sent. there was none. the last time I tried to port, textnow told me I cancelled the request, I never did. **** ***** *********

      Business Response

      Date: 27/02/2023

      After reviewing the case, we can confirm that we have reached out to the case owner at the contact information provided to request more information, as we would require more details in order to be able to investigate this issue. 

    • Initial Complaint

      Date:09/01/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Someone is impersonating me on an ** ***** *.
      They ordered a TextNow sim chip in my name, ***** *******, had it sent to my home address
      **** ******** **** ******** ** ***** and are using the phone number ************

      Customer Answer

      Date: 11/01/2023

      The situation is resolved.

    • Initial Complaint

      Date:03/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      TextNow deactivated and deleted my account with no warning, after I paid to lock in my mobile number. TextNow claims that the account was deactivated for a TOS violation, but I did not receive any prior warnings about this and I cannot think of any way that I have broken the TOS. I am shocked that TextNow would cancel the account without providing any reason or explanation, especially when I have already paid to use the service.

      **** *** ****** ***** ************* ** I am unable to receive verification messages on my TextNow account (the service that I paid for less than 6 months ago) and so I am now struggling to access banking services and other online accounts.

      Business Response

      Date: 13/01/2023

      After reviewing the case, we can confirm that we will be reaching out to the case owner at the contact information provided after reviewing the case owner's account. 

    • Initial Complaint

      Date:28/11/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Created a textnow account on 11/22/22. I had been using it to text friends with absolutely no issues. I wake up on 11/26/22 and see that my account had been disabled for "terms of use violations" and all my conversations now gone/inaccessible. I created an appeal and have since heard nothing from it. I looked at the terms of services/uses and there is absolutely nothing there that was violation. I did not use a VPN to create this account nor have there been any acts of crimes used with this textnow number. I would like to be able to use this account/number and attempt to recollect some of the conversations I was having with associates before they were abruptly inaccessible.

      Business Response

      Date: 12/12/2022

      After reviewing the case, we can confirm that we have reached out to the case owner at the contact information provided with further information regarding this situation. 

      Business Response

      Date: 15/12/2022

      After reviewing the case, we can confirm that we have again reached out to the case owner at the contact information provided, and have also reviewed our records to confirm that the aforementioned email was sent to the case owner as we indicated previously. 

      Customer Answer

      Date: 21/12/2022



      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.




      Sincerely,



      **** *******

    • Initial Complaint

      Date:07/11/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 Textnow account ********** with email ************** was suspended without any notification. I completely use this phone number according to their terms.

      I requested Textnow to reopen my account.

      Business Response

      Date: 15/11/2022

      After reviewing the case, we have reached out to the case owner at the contact information provided with an update regarding their account. 

      Customer Answer

      Date: 15/11/2022



      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.




      Sincerely,



      ****** ***

    TextNow is NOT a BBB Accredited Business.

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