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:06/12/2025

  Type:Billing 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.

  Canceled younail years ago, everh year they start billing me again until I realize they are billing me. Scam artists.

  Business Response

  Date: 06/13/2025

  The customer signed up for ******************** most recently on 6/10/2024 and upgraded the same day to a monthly plan - and agreed explicitly to this and was e-mailed a receipt explaining this and with a link that could be used to cancel.  The user did not cancel this plan until contacting customer service on 6/12/2025, where she was given a 2 month refund as a courtesy, even though the company had no obligation to do so.

  There is no scamming here at all.   We are very explicit about what is being purchased, that it is a subscription service with auto-renewal, how much it is per month, and how to cancel.   We are confused as to why the consumer thinks they cancelled - deleting the app is not sufficient since the YouMail service doesn't require the app.

  
  

• Initial Complaint

  Date:06/09/2025

  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 do not accept the response You said my number might have been spoofed The fact it only happened 1 time is not enough evidence to have that on there The main problem I have is when my phone# is googled my name appears right in your headline If you go the Better Business Bureau heading right below it shows I work for the BBB That headline on YourMail has been on there a long time & shouldnt be so I want it taken off "Thank-you"

  Business Response

  Date: 06/09/2025

  The customer is referring to this page:

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

  This page shows any illegal activity from this phone number, along with comments from individuals who have interacted with the number.   In this case, there is an insurance scam call that came from this number in the recent past, which is displayed on this page.   It also displays some positive comments about the number.

  It is a fact that a call from this phone number left that insurance message when calling a YouMail user, who then complained about it.  It is possible this number was spoofed when it made that call, but it's valuable information for consumers to know that such a call came from this number.

  Over time, the message should disappear when it's no longer relevant to the current behavior of the number.   We are working to indicate when numbers were likely spoofed as an incremental indicator on the page.

  There is no charge for that service.

  There are paid services associated with the number, but the user is under no obligation to purchase and that won't change the fact that the page will show the problematic message left from this number.  The paid services allow for more information to be provided when someone does a directory look up to help them better understand what the number is supposed to be doing and who is responsible for it.

  
  
  

  Business Response

  Date: 06/11/2025

  We are consistent and never take off factually correct information that we are legally entitled to display.

  That is,, we have requests all the time to make changes to what we show and our policy is if the information is factually correct (remove comments, remove messages that came from a number, etc..).

  In this case, we have evidence that a call from this campaign to a YouMail phone came from this phone number - we will show it.   Note the **** says "This was an insurance scam", not that it is, which is also factually correct.   Finally, this **** does not say the number is currently dangerous, and the **** shows the two comments that shows this number in a positive light, and indicate who this number is likely to be.

  If we make changes at some point to take down older information or make changes to suggest that this was likely a campaign that used spoofing in general, we will be sure to apply them to this number as we apply them to all numbers.

   

   

• Initial Complaint

  Date:05/15/2025

  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 app has some horrendous programming. I get logged out constantly for no reason. When I attempt to log back in, my credentials are "wrong" (I have them written down and am entering them perfectly, so they are indeed not wrong at all) and I'm forced to reset my password. Upon completion of a password reset, the app tells me my info is STILL wrong and then I'm forced into a hold because of too many failed login attempts. It is insanity. I've never struggled to login to something that should be so so simple, yet there are so many roadblocks thrown at me for no reason other than a poorly designed website/app.And the cherry on top is - there is NO way to get support. The phone number is only for premium subscribers, and the help center is utterly useless. ********** company, horrendous app.

  Business Response

  Date: 05/16/2025

  Our customer support team is reaching out to him as requested.

  The user's problem is very uncommon - but we will ask him to run the app diagnostics so we can see what is going on.

  
  The user is incorrect that there's no way to get support.  We provide both the help center and e-mail support for free users.   Yes, the phone number and live chat are for paying users - no business can survive paying people to help users that aren't paying for the service.

• Initial Complaint

  Date:05/04/2025

  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.

  This is a YouMail voicemail app thats on my phone that has been free for the last five years and I dont understand why they aretrying to get some kind of subscription for $77.93 that I did not subscribe for this is fraud or even my grandkids did something with my Im not sure but I went online to find out what the problem was. The subscription has been canceled. I would like to delete the app and no longer use YouMail anymore. the app cannot be deleted. I would likeguidance to delete the app even though theres a free subscription I will not use this app anymore for any mistakes to be made with the billing process. This is fraud or either a mistake please refund $77.93.

  Business Response

  Date: 05/05/2025

  We have looked up the customer's e-mail address in our system, and we don't see any charges for that customer.  We see a single account in the 469 area code on a T-mobile phone that has been using us for free since 2020 through early 2024, but has never upgraded nor had any charges, and has no calls since then.

  We don't see any accounts with that customer's name or the day time phone.

  We would appreciate if the customer would contact us by e-mail through ********************************** with more information so we can research and contact them and try to understand why they think there is a charge from YouMail.   We will happily refund them if there was fraud somewhere - which is likely someone they know using their credit card or doing an in-app purchase to create/pay for a different account.

  We can't charge without explicit authorization for the user, so the question is who authorized and from what account.

  To stop YouMail from answering, they need only dial ##***# on their phone, which stops T-mobile from forwarding unanswered calls to you from their phone.

• Initial Complaint

  Date:07/16/2024

  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.

  Attn: Better Business Bureau

  I called to cancel my email address this company emailed me so many times.  When I called the company, an employee tried to fraudulently sell me a Call Alert for elderly people.  The employee would not listen to anything I had to say.  She kept talking non-stop.  I already sent complaints against this company to the ********************* of ************** of the ******** General ***************** Office.  and the ****************** Protection Bureau.  If I receive one more email from this company.  I am going to call my *********************** and show the Police all the emails I have been receiving from this company called You Mail.  I have given this company a final warning stop harassing me by email.  ************ knows they sent me several emails.  ************ has one more time to send me a email.  I am going to make a police report for harassment against this company.  I want this company to stop harassing me and leave me alone I mean it.

   

  Thank you, BBB

  Business Response

  Date: 07/17/2024

  This customer signed up for ******************** on 7/14/2024 at 1:32pm.  As part of that sign up, she provided her e-mail address.

  Since then she has gotten two transactional e-mails from YouMail, one right afterwards asking her to confirm her e-mail address, and then a follow up reminder 24 hours later.   These are sent because the service can't provide her the data she asked for without a confirmed e-mail.
  
  If her e-mail address remains unconfirmed, she won't get any more.

  This is standard practice of almost every service in the world, so we don't understand the "keep sending me e-mails" and "reporting to the department of justice" and have no action we can take.  If she has any other e-mail, she is free to contact us at support.youmail.com though this requires providing an e-mail address so we can respond.
  

  
  

  Business Response

  Date: 07/17/2024

  We have explained what's going on with the two e-mails she received. 
  

  Since she's not a paid user, she's not eligible for phone support, so any phone support was provided as a courtesy by the YouMail employee.  They offered her a premium YouMail service, but it was not a requirement, and they explained how to delete her account, either this way:  ***************************************************************************************************************************************************************************; Or alternatively through a CCPA request here:  ***********************************************************************; Once an account is deleted, all information including any e-mail address is deleted.

  We are not sending her any e-mails other than the two she got previously.
  

  The only thing we can think of is she is getting imposter e-mails from someone pretending to be YouMail and we would encourage here to report those to law enforcement, who will hopefully investigate them.

  At this point, there is nothing we can do.
  

  Customer Answer

  Date: 07/22/2024

  Attn:  BBB

  I never want to deal with YouMail Inc ever again.

   

• Initial Complaint

  Date:04/27/2024

  Type:Order 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.

  My demand is equal to YouMail changing what I had as the best then switched to second best when it was paid to be the best...

  request stands

  otherwise complaint stays...

  Business Response

  Date: 04/29/2024

  We don't understand the customer's complaint.    We see a user that was on our standard professional Solo plan, who cancelled, and then signed up for Essentials (since we no longer offer that Solo plan).  We did not require the user to cancel Solo, nor did we change the features that were in Solo, grandfathering users into that plan.   There is then a demand from this user for a year of our new highest level Small Business plan for free (which is worth $500), which feels unreasonable.

  We are happy to have this customer review their options with support.  He can e-mail them with a phone number and we will call to discuss, and we can provide a good faith discount on a new plan that meets the customer's needs.

  Business Response

  Date: 04/30/2024

  The facts are as follows.

  1) The customer signed up for our ******************** Professional annual plan on 5/15/18, 11:19 PM.   The customer had that plan for multiple years, and we made no changes to that plan during that time.

  2) The customer cancelled that plan on 4/23/24 at 4:22pm.

  3) The customer then signed up for a different plan on 4/24/24 at 5:19pm - YouMail Essentials.  That plan is different than the original one he has, which is no longer available and hasn't been available for at least 3 years.  

  4) The customer is then demanding that he should get a year of the YouMail Ultimate Plan (a $500 value) as a make good because he cancelled his own prior plan, which is no longer available, and he wants features that are in higher level and more expensive plans now.

  5) The customer was offered a discount on a new plan (YouMail Complete) that would make it roughly in line with YouMail Professional's price, and that has roughly the same features, which would save him $100+ on what the retail price of that plan is.

  That's our response and continues to be our response, and we will let those who read the complaint and response decide whether they think we're ethical and reasonable.

• Initial Complaint

  Date:04/04/2024

  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.

  if you review the date - 2015 - 9 years ago - I did a 7-day trial NINE years ago. I STOPped  THE ***** nine years ago and all of a sudden my Voice Mail is taken over by YouMail nine years later. Someone slammed me NINE years later. *********** helped me today and I am now off the YouMail - thank God.e back to where I was before I was SLAMMED. I am almost at the 4-week period that I have not been able to give or receive voicemails via my *********** service. HELP, please. I have done everything possible to get this fixed and YouMail ignores my request for live support because their so called FIX does not work.

  Business Response

  Date: 04/05/2024

  YouMail has not "slammed" anyone, and the comments provided by this consumer unfortunately order on defamatory.

  This user signed up for ******************** on 10/14/2015.   They then explicitly dialed the code to activate *********** at or around 1/19/2024 at 2:50pm PST, which is a simple star code that causes calls they don't answer to be forwarded to YouMail.   

  All they have had to do since minute one is hit the deactivate button in the YouMail app or dial ##**# on their *********** cell phone.
  *******************************************************************
  
  These codes must be dialed from a consumer's phone - there's no way for YouMail to cause the forwarding, as the carrier requires the forwarding/unforwarding be done by the consumer.  If the consumer didn't dial it, they need to investigate who has access to their device and might have dialed that code for them.
  

   

  Customer Answer

  Date: 04/19/2024

  No body had it and no one knows my PIN. That are full of themselves and lie tio get away with what their attempt to get me to sign-uip after a three year hiatus!

  Business Response

  Date: 04/05/2024

  We are happy the customer resolved the *********** issue.

  We also suggest the customer investigate who had his phone on the day in question earlier this year to prevent potential identity theft.

• Initial Complaint

  Date:03/19/2024

  Type:Sales and Advertising 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 signed up for the free version. I was being charged huge amounts of call forwarding charges from ****** I finally was able to have ***** block the call fwd so I'm not being charged but I can't get this disease off my phone. I've tried all the codes etc and youmail is still picking up all my missed calls. I can't talk to customer support because I had the free version. I need help! This has been going on for almost a year.

  Business Response

  Date: 03/19/2024

  Our TOS mentions that some carriers, especially in ******, charge users for call forwarding.   It's not us who charges, the carriers do.

  Our instructions also say that to stop forwarding calls, all they have to do is dial the code to turn off forwarding for their carrier, which can be done by hitting the "deactivate" button in the app settings, or as mentioned in our instructions at support.youmail.com.   That is *73 or 73# followed by waiting for 2 beeps.   That's all that's necessary.   We are working on making the deactivate button in the app bigger.

• Initial Complaint

  Date:02/20/2024

  Type:Billing 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 company did a "Bait and Switch" on myself and other probable consumers. They are a Cell Phone answering service that was supposed to weed out spam calls. I SIGNED UP FOR THEIR FREE SERVICE AND THEY SIGNED ME UP FOR 179 DOLLARS AUTOPAY FROM MY **** OF AMERICA ACCOUNT WITHOUT MY PERMISSION. I HAVE NOT USED THIS COMPANY FOR TWO YEARS SINCE ******* NOW GIVES ME FREE SPAM BLOCKING. I contacted the YouMail company a YEAR AGO WHEN THEY DID THIS AND NEVER GOT A REPLY FROM A HUMAN! I am an Air Force Veteran that sticks to my word and I Want My Money Back! Thank You BBB for helping me yet again! *****************************, ******** ******* USAF ************

  Business Response

  Date: 02/21/2024

  The customer signed up for the free ******************** service on May 24, 2020, 2:06:32 PM.

  The customer then upgraded to a premium ******************** service with a discount offer on March 2/19/21, 1:49 PM.   This was done with a credit card.  The discount offer applied to the first year, with full pricing at renewal on 2/19/22, 2/19/23, and 2/19/24.  ************ provided an additional phone number and a number of other benefits that the customer has been enjoying since that renewal.   

  Our policy is that if an annual renewal is unwanted, the customer can cancel the service through our support team and get a refund for the most recent annual renewal.

  *************** can contact the YouMail support team at ************ or through live chat at support.youmail.com, and we will have the support team reach out to him to confirm the cancel and provide the partial refund.

• Initial Complaint

  Date:11/20/2023

  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.

  Around Aug 2, 2023 I started to sign up for youmail spam blocking, even got an email asking me to complete the sign up process, which I DIDNT DO, as I changed my mind, as I felt mislead by the company advertising, believing it was a totally free service, and didnt want to continue the sign up process. I just found out, unknown to me, that youmail has been receiving my voicemails for the past over 4 month period! There is no way to contact this company by phone or by chat unless one is a paid subscriber!! What?!?! I cant talk to or chat with the company to get my voicemails back to my own phone company without paying first?!?!? Ive emailed their support line, but not sure its a legitimate email. Id like them to stop engaging with my phone number and taking my phone messages and give them back to my phone carrier *********

  Business Response

  Date: 11/20/2023

  The customer is confused.   ******************** is free, and she did finish the sign up process.

  YouMail has and offers a totally free spam blocking service that protects from millions of known spam callers, protects against numerous scam texts, and even takes scam voicemails and puts them in a separate folder keeping the inbox clean.   Totally free.  Used by millions of consumers.

  YouMail has a record that this subscriber completed the sign up and the activate process.  She provided her number and e-mail address, and she then followed the activation step by dialing the code through the app to forward missed calls to YouMail from **mobile.   This is all explained in the app screens she went through, and she clicked OK multiple times to approve the process.

  All that aside, a simple ****** shows you to return her voicemail to the carrier.   **************************************************************************************************;    Or this free user could have simply gone to the ******************** web site, clicked help, and gotten to support.youmail.com  - it is not reasonable to expect that a free service can provide a person to help with support, as where do get people to talk to at ****** or instagram or any other web service.

  If searching or going to the web site is difficult for this customer, she can simply successfully dial ##***# and that will return her VM to **mobile's and stop protecting her.   (That's going to the phone app and typing ##***# where you would dial the number, and then hitting the send button.)