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:09/23/2023

  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 used them for awaile but they kept blocking my boss who also tried to help with the cancelation and of course they never allowed the cancellation and I am about to lose my job on Monday

  Business Response

  Date: 09/23/2023

  This user is complaining that her boss was blocked by our app.   There is tons of support at support.youmail.com, including live chat and even phone support for people who are paying users.   The support there explicitly says to ensure the right calls are blocked, make sure YouMail is active, has syncing contact lists on to whitelist any phone number in contacts, and more.   Cancelling youmail is a simple matter of deactivating from the app (or dialing a * code available by googling cancel youmail, and if the user is a premium subscriber, going to cancel services in the app.

  This user is welcome to submit a ticket through support.youmail.com and we will investigate further.

• Initial Complaint

  Date:07/11/2023

  Type:Product 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.

  At 2:29am Jul. 11 2023 I purchased you mail premium. After purchase it did not give me my subscription. I paid ****! So I seek support all that's available while on free account is a bot. So what if I purchase and it somehow doesn't show on you mail but I have proof from my bank account and apple. I got left high and dry no help I feel like I just got robbed. WOW The nerve to no support anyone who paid you even if you screwed up. I want my **** returned and would like no further business with this company ive had them for years and its obvious now they after after money period and I got screwed over in the precess! Thanks IVE ALREADY CANCELED MY SUBSCRIPTION FOR FUTURE BILLING SINE YOU SEEM TO BILL BUT NOT PROVIDE SERVICE ANYMORE. I DONT WANT ANYTHING FREE I WANT FAIR AND APPROPIATE BUSINESS PRACTICES FROM DAY ONE KEEP YOYR FREEBEES, NO WE ARE DONE I DO NOT WISH TO DO BUSINESS WITH THIS COMPANY AGAIN ITS TIME TO FIND ANOTHER OPTION FOR ME AND MY FAMILY ILL BE SURE NO ONE I KNOW USES THIS AGAIN!RETURN MY MONEY AND THATS IT ILL REMOVE THIS COMPLAINT ABOUT YOUR SHASY BUSINESS PRACTICES! IF YOU KEEP MY MONEY THE COMPLAINT STAYS PERIOD NOT OPEN FOR NEGOTIATIONS!!!! #ABSLUTELYTIREDOFBEINGRIPPEDOFFBYBUSINESSESSINCECOVID!!!

  Business Response

  Date: 07/11/2023

  This user can simply call ************, reference his account phone number, and his issue will be addressed by live support or with a call back shortly after his call.  

  We see no evidence that he was invoiced or charged, as this was apparently a 7-day free trial offer he used.  But the team is happy to talk with him and see any evidence he has that Apple actually took the initial monthly fee out o his bank account.

  Customer Answer

  Date: 07/11/2023

  How dare this buisness call me a liar and insult me saying I probably used a trial. Why is that because Im black? No I didnt use a trial I was charged I sent you evidence and I dont have to call anyone. You took my money give it back! You can have the ****! I hope the **** servers you well you come off as a business bully taking advantage of a lone consumer! But is fine enjoy and do not bill me ever again. Im done with your services. Not once have I been offered an apology and they just keep giving me the run around its apple no invoice every lie but the truth!

  I SEE THEY WOULD RATHER ACCUSE ME OF LYING-RATHER THAN FIX THIS AND KEEP A LONG.

  AND TO ACCUSE ME OF A SCAM CLAIMING I PAID ONA TRIAL IS THE ULTIMATE INSULT!! GREAT CUSTOMER SERVICE!!

  I WILL ACCEPT THAT THIS WILL NEVER BE RESOLVED AS THESE ARE MOT NORMAL BUSINESS PRACTICES! THEREFORE I WILL ALLOW THEM TO STEAL THE MONEY AND LET MY COMPLAINT STAND!!!!

  THEY SET THEIR BILLING THROUGH APPLE THEN WONT HONOR WHEN THINGS GO WRONG! NOW IVE CANCELED EVERY YOUMAIL SUBSCRIPTION THROUGH APPLE AND I STILL HAVE THIS ISSUE. 
  IM DONE IM CLOSING MY YOUMAIL ACCOUNTS IF I GET MY ***** BACK GREAT OTHERWISE ITS WORTH **** TO BE DONE WITH THIS NON SENSE AND NOT BE HUMILIATED OR FURTHER FRUSTRATED AFTER BEING ROBBED HOW MUCH MORE INSULTING CAN THEY BE! THE COMPLAINT STANDS YOU STOLE MY MONEY PERIOD! AND THEN INSULT ME!!! 
  OUTSTANDING CUSTOMER SERVICE, HOW SOON WE FORGET THE ***** LONG CUSTOMERS!!!

  Business Response

  Date: 07/11/2023

  We're not sure why the customer appears to be so angry with us and is accusing us of a variety of bad behavior.

  We gave him the ************ number to call and talk directly to our billing team.  Perhaps there's a charge somewhere we're missing BUT we do not see a paid invoice in our system using our standard tools for the order in question at 2:23am this morning.   The screen shot shows signed up for a $7.99, but our records and those at the subscription provider do not show a $7.99 charge.   If there is one, we'll of course delete his account and reimburse the money.  We're not saying he's lying, only that our records don't show an actual charge to his account (versus an order for a subscription which isn't necessarily charged right away).

  In addition, he can go to Apple's subscriptions page and request a refund and Apple will provide it if they have a billing record of an in-app purchase and a payment to his account.   *************************************************

  We encourage him to reach out to our billing team and we'll explore more.

   

  Customer Answer

  Date: 07/20/2023

  I absolutely wasnt lying Ive been a loyal customer for years! I only wanted what I paid thats it. I got no help from your app after I paid it said I was a free users use the bot. I tried explaining to customer they were very dismissive! Then you offend me more. Sir you have no idea what Im dealing with. But you called me this user, my name is ***********************************, Im a person complaining! lol you cant make this up. Then you accused me of lying before flat out said it was a trial it was not. Furthering my frustration. I will apologize for my behavior its not like me I think you can see this is a first in years. Next time dont be so dismissive when someone reaches out for help maybe. And please use their name, and never make accusations that HURTS! 
  Apple already refunded **** in between my last message to you I was waiting for your reply to tell you. I will resubscribe and not use the service to get you your $**** back. Im a homest man wasnt trying to take anything just couldnt figure out how to get my money back with such odd circumstances Ive never faced before. Thank you YouMail you will be missed!
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************************
  
   
  

• Initial Complaint

  Date:06/06/2023

  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.

  I have been attempting to cancel my subscription for years, and yet somehow, they are able to charge my credit card every year for the cost of an annual subscription. I haven't used the service in years, had to get a new phone to get it off of my phone, have changed my credit card, and yet somehow, they are still able to charge. They just charged my account again, so again, I have to report the fraudulent charge to my bank and go through that process. I contacted them again, and let them know it happened again, every year they tell me they are sorry and it won't happen again, yet, it does, year after year - I'm not sure what to do to get it stop. How is this legal?

  Business Response

  Date: 06/06/2023

  We have investigated this complaint.

  It appears that this user has not actually cancelled their ******************** account, nor have they cancelled the order they did.  To close an account and cancel any premium subscription, they need only go to this link:

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

  Further, they can go to settings on the app and cancel from there.  

  There seems to be some confusion - their other statement that they had to get a new phone to turn off YouMail is also completely incorrect - they just had to turn off the carrier forwarding they set up when they set up YouMail in the first place.
  

  As a courtesy we are reversing the latest charge for this year, and we will delete the user's account and all data found there.
  

• Initial Complaint

  Date:05/17/2023

  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.

  This company deliberately makes it difficult to delete or remove their product from your phone. This company deliberately gives misleading information when it comes to deleting or removing this product from your phone. This product needs to have a "cancel all" button on it's app but it does not. If you search for the answer to the question "how to delete youmail from my android phone" the instructions on how to do it "from youmail" give incorrect and misleading instructions. The company deliberately sends you to their website to delete your youmail account instead of making it available to delete or remove your account from their APP. This company is terrible and should be banned from providing phone services in the future.

  Business Response

  Date: 05/17/2023

  The customer says "needs to allow customers to easily delete the product through the app that we all had to use to sign up."

  The app already does so.   To go back to carrier voicemail, the user need only tap "Settings", then "Activate/Deactivate" and "Return to Carrier Voicemail".   That feels like an obvious place to put this in the app.
  

  
  

• Initial Complaint

  Date:02/10/2023

  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.

  Some one has posted personal information that is defamatory to me and my family. They even posted my daughters phone number on their site. I wrote numerous times asking the company to delete my name and daughter's phone number from their site. However my requests were denied.

  Business Response

  Date: 02/10/2023

  We can't find an account or support tickets for this person's e-mail address or phone number.
  

  
  In general, if there is a takedown request for information on the youmail directory, the person should go to support.youmail.com and file a removal request, providing their name, their e-mail, their phone number, a description of the specific content they believe is illegal and should be taken down on a given page.   We generally respond to those with 48 hours, either taking action, requesting more information, or explaining why the request is denied.   There is a legal process here we have to follow, and we often find that requests for removal and/or changes are not in fact legally justified and we can't do them without a court order.
  

  Customer Answer

  Date: 02/10/2023

  I have sent several request for my name and my family's names to be removed from their site. The scammers even posted my underage daughter's phone  number.  However all my requests have been denied.  This is an attempt by a scamer to make public derogatory comments. This person even listed where we live.  

  Business Response

  Date: 02/10/2023

  We repeat that this person's request is being considered in the standard process for evaluating take-down requests on the YouMail directory, assuming that filed a formal support ticket with the relevant information on support.youmail.com  It usually takes roughly two business days to evaluate the request and make any changes.  The request is/will be handled according to all corporate policies and relevant law, and that we document such take-downs requests and the follow up actions carefully.  We encourage the customer to wait the two business days, at which point there will be an appropriate response to their complaints, and if the take-down request has merit, the page that they are complaining about will be update to reflect any necessary changes.

• Initial Complaint

  Date:11/09/2022

  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 is issue with my voicemail. I have called several times and nobody answers or it just clicks off. I did close my account, well I think I did. Then they said I need to deactivate to go back my original voicemail. Now I guess I have to open the account again to do the steps to deactivate which I found online. But now I can't get in to do anything and my voicemail is not working. I would like them to please closed, deactivate this and let me go back to my original voicemail today. I do not know how to this and it won't let me in anyway. Very very frustrating.

  Business Response

  Date: 11/09/2022

  The customer hasn't followed the clear directions that were provided in-app, by e-mail, and on our web site.
  

  When they set up YouMail, they dialed a code that tells the carrier to forward their missed calls to YouMail.  To leave YouMail, they have to ask the carrier to stop that forwarding.  That can be done, as mentioned when they set it up, by hitting the deactivate button in settings within the app.   For those who fail to do that, they can always follow these instructions, which are one of the first things that come up when googling anything around YouMail. https://support.youmail.com/hc/en-us/articles/200478598-Help-with-Deactivation   That page shows multiple ways to deactivate, and provides the codes that can be dialed directly.

  
  

   

   

   

• Initial Complaint

  Date:08/17/2022

  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 bought a voicemail service from this service and canceled the service after they tied to renew it.They cancelled the service and gave me a code to disconnect the voice mail. the MMI code ##***# did not work. I email them t3 times to get a working code and all I get from the chat is to get a new membership.My carrier (T-Mobile) cannot do anything to disconnect their service.Youmail does not answer their customer service number.After going online to see what else I can do I see many other pepole are having the same isse.

  Business Response

  Date: 08/17/2022

  The customer has two complaints.

  1) The default "Stop Call Forwarding" code from ******** is not working to stop ******** from forwarding missed calls to YouMail.

  2) The customer couldn't get a hold of a person in support after he cancelled the service.

   

  For #1, ******** suggests using the following codes if wi-fi calling is off and the ##***# did not work: ##**#, ##**#, and ##**#.  This is on the ******** customer support page. https://www.t-mobile.com/support/plans-features/self-service-short-codes

  
  Barring that, asking ******** to turn off all conditional call forwarding with the account (after connecting to their technical support will help with the problem.

  
  For #2, the customer said he cancelled, at which point no customer support is available.  Human customer support is something granted only to actively paying users, but the support team did send him directions by e-mail on what to do.

  
  Basically, the customer wants paid customer support for fee, and is complaining to us for a problem with his carrier.
  

  Customer Answer

  Date: 08/18/2022

  This response is ridiculous. A reputable business that can attach their service t5o you line at the drop of a hat should be able to detach their service once you are no longer a customer with the same speed and aaccuracy.  I have filed a complaint with the **************** Attorney gernerals Office for openers.  This will not stand.

  Business Response

  Date: 08/19/2022

  There's not much we can do to resolve the customers complaint since the customer is the one who has to take action.

  The customer dialed the code to forward calls to YouMail (explicitly pressed OK and call within the app), and the customer needs to dial the code (or do the quick call to their carrier) to stop forwarding calls.   In fact, legally we cannot touch the customers ******** account to make changes to it, so the customer appears to be asking us to do something illegal, which we can't do.
  

  
  

• Initial Complaint

  Date:08/08/2022

  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 unsubscribed from YouMail and I`m still having problems receiving certain phone calls from Doctor offices and Friends this is frustrating,People tell me that their calls go straight to voice mail or that call is block or not allowed I have trouble contacting YouMail to release my cell number from their account that I had.

  Business Response

  Date: 08/08/2022

  The customer has two issues.  One is that YouMail appears to be blocking some numbers he wants to get through.  That's easily fixable by the customer adding their numbers to his ******************** contact list.

  
  The other issue is that the customer would like to turn off the forwarding of missed calls that he previously turned on (this is so the carrier sends missed calls to YouMail).  A simple ****** provides the instructions.  
  

  https://support.youmail.com/hc/en-us/articles/200478598-Help-with-Deactivation

  Customer Answer

  Date: 08/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************