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:06/23/2025

  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.

  On 6/15/25, I paid iPlum $179.88 for use HIPPA compliant phone service for my business. From the beginning, I have been unable use this service. I made several phone calls to the phone number I purchased to verify that it worked, almost all of them immediately disconnected and the phone never rang. When the call was able to connect, iPlum somehow had access to my personal voicemail greeting from my personal phone number rather than the business voicemail greeting that I recorded and set as the default. I want a refund because their service does not work and has accessed personal information on my phone.

  Business Response

  Date: 06/24/2025

  Dear User, Sorry you had issues.  ********************** provides both options via Settings to route unanswered calls to your iPlum voicemail or personal voicemail.   There are clients who make that change based on their requirements.  I am sorry, when you buy a plan, the system purchases the plan from the underlying carrier & payment is made to them at that time.  They dont refund us.Our refund policy is available online:  ********************************************************;

  If you want to setup a new plan, we can help you with some courtesy credits.  I can also setup a free Zoom video call with our technical support to help you choose correct settings for your account.

  Best,

  iPlum Team

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23492368
  
  I am rejecting this response because: This response does not remotely address my concern that your service does not work. I attempted to make multiple phone calls from multiple phones to the number I purchased and the phone simply did not ring >95% of the time. Your refund policy is absurd, you expect to just take money from people and provide them zero service.
  
  Sincerely,
  
  Juno Moray

  Business Response

  Date: 06/30/2025

  I am sorry as we have already provided you the response and this case is closed at our end.

  Best, iPlum Team

• Initial Complaint

  Date:01/30/2025

  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 am writing to file a formal complaint regarding ongoing issues I have experienced with iPlum's customer support. I have encountered significant difficulties in using the platform for my business and have been unable to get timely or effective support from your team, despite repeated attempts to resolve the issue.Problem Description:I am using iPlum for text messaging in my counseling practice. Recently, iPlum changed its requirements to mandate a tax ID number in order to submit a TCR registry to send messages. My husband, who operates independently as a counselor, does not have a formal business structure at this time, which makes it difficult to comply with this new requirement.I reached out to customer support repeatedly since 1/28/25 multiple times for assistance and clarification regarding this issue. Unfortunately, I have not received any response or effective resolution.The lack of support has caused considerable disruption to my practice, as communication with clients is a critical part of my business operations. The inability to use the service as needed is impacting both my time and business productivity.Resolution Sought:I would appreciate a prompt resolution to this issue, including either assistance in navigating the new requirements or an alternative solution that will allow me to continue using iPlum without further delays.Additionally, I would like to request a response from your customer support team to confirm that my inquiry is being actively addressed and to ensure that such issues will be better managed in the future.I hope to resolve this matter as soon as possible, and I look forward to your immediate attention to this complaint. Thank you for your time and consideration.After sending at least 5 to 6 requests for support we received a zoom meeting for the next day. In the meantime we can't contact clients.

  Business Response

  Date: 02/09/2025

  This is the last message from *** on 2/9/25 as their issue has been resolved:

  "I am happy to update the reviews. I am currently recovering from shoulder surgery so this week"

  Customer Answer

  Date: 02/11/2025

   
  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. While it took a lot longer than expected, Iplum did put effort into resolving the issue. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:09/20/2024

  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.

  My credit card was charged $239.88 on 9/12/2024 for a charge by iPlum that I have no idea what it was for. iPlum indicated that it was for an Annual Automatic Renewal. The note indicated that it was made for a ***** ****** with an iPlum ID of ************. I have no idea who ***** ****** is.

  Business Response

  Date: 09/20/2024

  Dear User,

  If someone has used your credit card information,  you can contact us and we can immediately stop it for any future charges.

  For any refunds, you need to report to your bank or credit card company so that they can do the investigations to help you.

  Best

  iPlum Team

• Initial Complaint

  Date:08/15/2024

  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.

  iPlum is a predatory business that charges exorbitant and unnecessary fees for business phone lines. I have been a loyal customer of theirs since early 2022, and this month I mistakenly allowed my credit card to expire. I was given less than 4 days to update my card in their system before my business' phone number and my monthly account were completely cancelled. I contacted them about reactivating my number and my plan only to find out that my plan was no longer offered by their company and I would have to sign up for a more expensive plan. Not wanting to pay for a more expensive plan, I contacted a new provider and opened an account with them. I then attempted to port my existing business number over to the new provider to move forward with my business line. I was told by the new provider that iPlum was blocking the porting of my number. When I contacted iPlum I was told that in order to port my number to a new carrier, I would be forced to: A) Pay a non-refundable $19.99 reactivation fee to reactivate my business number, B) sign up for a new monthly account for $18.99/month, and C) pay a $19.99 port-out fee for my line. That's over $60 with taxes just to take my number to a new provider. If you've ever ported a cellphone number from one provider to another, you'll know that none of these things are necessary, and none of them should require such exorbitant fees. I believe this is a predatory business.

  Business Response

  Date: 08/17/2024

  Hello User,  I am sorry this happened for you but we followed all the correct rules & regulations setup by our underlying carrier.  The payment failed for multiple days & multiple notices were sent for failed payment to the user.  Had the subscriber taken care of the payment, their line won't have cancelled. When a line gets cancelled, it needs to be reactivated with current monthly plan & then ported out.  All the charges related to that are valid.  Our refund policy is available online:  ***************************************************

  Best, iPlum Team

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22145686
  
  I am rejecting this response because the "mandatory fees" set forth in your policies are egregious and predatory. It is cruel and unnecessary to force users to re-enroll for a monthly plan in order to port out an existing number. Your business chose to cancel my line. Why did that cancellation not release my number then? If allowing my credit card to default automatically releases me from being enrolled in your plans, then why doesn't it release my number as well? I simply asked you to port my number to another carrier; this is a matter of a few clicks for cellphone providers to allow user numbers to be ported out. I wouldn't be forced to re-enroll for a monthly cellphone plan in order to keep my cell number when changing providers. If a class-action lawsuit is filed against your company, I wouldn't be surprised. This forced payment to maintain my number is extortion, and your refusal to prorate cancelled plans is despicable behavior.
  
  Sincerely,
  ***********************

  Business Response

  Date: 08/26/2024

  Dear Subscriber,  I am sorry as explained previously these are the guidelines and rules setup by the underlying carriers which needs to be followed.

  Best

  iPlum Team

• Initial Complaint

  Date:04/23/2024

  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.

  I ported my. number to them and they were prompt to help. Shortly after I had trouble texting and they did help some but then the charges began. Every time I asked to resubmit my number registration to be able to text they charge and refused to call me to discuss. they were not helping and my business texting was paralyzed. I attempted to contact and not results. I decided to port out to a more reputable company and they refuse to give me the money for a prorated year plan. was not even a month. That is unreasonable given the bad experience. I then rated them in ****** poorly and accurately and they emailed me the following threat., "We humbly request you to reconsider and remove all posts otherwise we will be forced to take similar multiple actions from our side. That will be wasting ************* at both sides. Best iPlum Team"I truly can't believe this gangster type of action and behavior. These person should not be in business and needs to be told threats are not legal

  Business Response

  Date: 04/23/2024

  Dear Team,

  We did a detailed review.  *********** has been hopping over different carriers.  He approached us because he mentioned that he is upset with previous provider.  Our senior support staff contacted him to help.  He initially had some porting issues with previous provider which we were able to resolve for him.  Then he had issues submitting his approval for carrier TCR for spam proof his line which we offered to help him with correct instructions.  We don't know what happened after that and he suddenly decided to change his provider again from us to someone else.   He started blackmailing us to give him money by writing posts online which we had to stop him.  Our refund policy is very clear on our website & we have provided the link to him. 

  Thanks

  iPlum Team

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21595833
  
  I am rejecting this response because:

  It is crooked and completely twisted as I would expect from a criminal mind the owner and founder of this company has. 

  I have been looking for a reliable company to find this industry is shady and not truly reliable. This particular company seemed reliable and one that I could trust. They bait you with a year pay up front to then stop servicing your account. The support is very weak if existent. IT is a do it yourself type to situation. They never got my *** paperwork properly worked. I have spoken and communicated with the *** registry and they have indicated that it is their responsibility to follow through. They do not follow through and charge for every submission 15 dollars. 

  I decided to part ways and requested the money back for a service that they did not provide. IT is armed robbery and they should not charge for a year service and then disappear. 

  I have the right to express my opinion and I proceeded to rate them in ******* They did not like the accurate and truthful rate. I just indicated and pointed out their poor service and the fact that after failing me they refused to pay me invoking their "policy" 

  Their policy is a joke specially when they do not provide the service they promise and by contract are supposed to provide. So they violated their own agreement to start.

  The most disturbing part is the criminal action they proceeded to threaten with making false reviews to try and damage my business as you can see in this quote of they own email reply to me when they saw the negative review. 

  "We humbly request you to reconsider and remove all pets otehrwosewe will be forced to take similar multiple actions from our side. that will be wasting time and energy at both sides.

  Best

  Iplum Team

  The *** has regulations that prohibit this type of threat and also fake reviews to be posted in a slanderous manner. 

  We are reaching to the *** due to this disturbing threat. We screen shot the review we made and also their response in the email string and are working with the *** and also other authorities. This company has been banned from X already for violating their rules.  

  I think their behavior should be investigated and monitored closely. there is something wrong with a company that believes they can act like a mobster with threats. We never blackmail. We have expressed an opinion on the poor service received and the bait and switch behavior they express to warn other business people expecting to get a professional service. It is called freedom of speech.

  Here is our review verbatum

  we ranked one star

  and wrote

  Horrible customer service. when you decide to cancel, they refuse to return your money after you pay for a year. Never use their service, Really Horrible.

  Then we received the threatening message via email I stated above. 

  This is the story in full and truthful. All we asked is to refund the mo ey for a service not provided. Prorate and be honest. Never expected this criminal threatening behavior. 

  Sincerely,
  
  *********************

  Business Response

  Date: 05/04/2024

  Dear Team,
  We did a detailed review.  *********** has been hopping over different carriers.  He approached us because he mentioned that he is upset with previous provider.  Our senior support staff contacted him to help.  He initially had some porting issues with previous provider which we were able to resolve for him.  Then he had issues submitting his approval for carrier TCR for spam proof his line which we offered to help him with correct instructions.  We don't know what happened after that and he suddenly decided to change his provider again from us to someone else.   He started blackmailing us to give him money by writing posts online which we had to stop him.  Our refund policy is very clear on our website & we have provided the link to him. 
  Thanks
  iPlum Team

• Initial Complaint

  Date:02/20/2024

  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.

  Unauthorized charge. I never asked for this service.

  Business Response

  Date: 02/20/2024

  Dear User, If someone has used your card for purchasing iPlum services without your knowledge, you need to report it to your bank.  I am sorry, this is not the forum for it.

• Initial Complaint

  Date:01/03/2024

  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.

  Decided to port out of iplum after they decided to have upcharges for services that were previously included in the yearly cost. We are a non-profit that is not federally funded and can not afford extra charges. We assist community members that are involved in domestic violence, honeless, fire victims. Out of our pocket.AFTER we paid for the port out, they then charged for another year of service at double the cost of our actual plan for some reason. I am unsure if this was a plan or what but it was stolen money, as we did not authorize this. When I contacted them, they said they would refund. I did not understand that they then would not honor the port out that was started BEFORE the theft of ******. They now will not pirt out the number AND they kept the ***** they charge to port out. I do not know how that itls legal?At any rate -- I either want our number. Easiest solution for both sides -- as I will not have to call ALL the partners that route clients tobus as well as 211. OR refund the ***** that you took and didn't give the service we paid for!

  Business Response

  Date: 01/03/2024

  Dear User,
  This ********************** account was being used for personal purposes as per your multiple direct communication on our website ticketing system.  No where did you mention about running food shelter or such program to us.  In your last email you mentioned that you had police on your door looking for you stealing. You are free to use any name or organization in your responses.  The number port out and plans were handled correctly as per general rules and regulations.
  Thanks
  iPlum Team

• Initial Complaint

  Date:12/13/2023

  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 first contacted iPlum on October 6 about an issue that is still not resolved. Since this time, I have received inconsistent communication and discrepant information. The initial concern was that it appeared (and still does) that with our plan that we can use a phone tree to direct calls to various different phone numbers. Initially, I was told that we had to purchase additional phone numbers to do this, which was not clear in their advertising and information their website. This seems to be a common concern with iPlum that they are misleading in their prices with many add on prices. When interacting with *****, I stated that as a nonprofit we could not afford to do this. ***** responded stating, "You may not need more licenses based on what you are describing. You are a non-profit, let me get you a free Zoom meeting to help you." I was not able to immediately set up a time with ***** due to my schedule. When I responded, a different person, ****, responded to my email stating, "Dear Subscriber, Yes, you will need licenses equal to number of users using iPlum service at your organization." This is discrepant from what ***** was saying and did not provide any explanation. It appeared **** did not review the previous emails. I responded by asking for clarification on November 24, 28, and December 1. I did not receive a response until December 2. This time ***** responded. She said the same thing **** did and, again, did not provide an explanation of the discrepancy from what ***** shared. It again appeared that ***** did not read the previous emails. I responded noting this. ***** then asked me to, in essence, cut and paste the previous conversation into a new email. This should not be my responsibility to each time cut and paste previous conversations into a new email. I responded noting this. I have not received a response since my email on December 2, which is not acceptable.

  Business Response

  Date: 12/13/2023

  I am sorry but we had 4 different agents try to help the user.  We even offered them a live Zoom call but they don't want to do it.

  You still have the opportunity to talk live with us so that we can explain you how the services work in order to help you.

  Thanks

  iPlum Team

• Initial Complaint

  Date:11/14/2023

  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.

  iPlum user ID ********************* I engaged with iPlum for Auto Attendant services and ported my own number to this company. I have been using this service since 6/22/22 for $107 per year. This service also included 2 way texting. On June 24th 2023 my plan AUTO-renewed. I was not made aware that the company "iPlum" shut down my ability to text outgoing. After looking into it I now see text registration is necessary, which the company states they have no control over. In Nov ****************************************************************************** 2 parts, TCR Texting Registry: Brand Registration Fees$4.00 which I paid and another TCR Texting Registry: Texting Use Case Verification Fees$15.00 which I paid. Several days later after my submittal it was rejected and I was then told to correct my application but being forced to pay another $15 . iPlum will not allow me to work directly with the 3rd party to give them the missing website link from the application. The want me to start the submittal process over again as I can't edit and re-submit it even though the rejection tells me what was missing from the original submittal. I voiced my frustration with the customer support email several times but now they just ignore **** then asked for a refund of my service for the remaining time which is about $50 but they refused.What I really want to do is just give them a website link that will approve the text registration final step but they refuse without paying another $15 which I have NO guarantee it might get rejected again. I feel this is very much a scam.

  Business Response

  Date: 11/18/2023

  Dear Subscriber,

  *** registration is mandated by carriers so that users with virtual line are not sending spam.  They verify businesses.  It is mandatory regulatory compliance by carriers.  Any money paid for TCR registration goes directly to carriers.  It  doesn't stay with iPlum. iPlum provides you portal to submit information to TCR for approval. We have provided you the requirements which carriers have provided us. Your information is getting rejected due to incorrect information.  You can contact TCR directly if you like to discuss with them.  Your iPlum subscription is fine & services which we provide are working correctly.

  Thanks

  iPlum Team

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20861982
  
  I am rejecting this response because: iPlum offers me to reach out to TCR registration directly and provides not contact person.  Also, iPlum never offered an alternative to a possible partial refund. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/22/2023

  Please if you like, feel free to reach TCR directly:  *********************************.

  Thanks

  iPlum Team

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20861982
  
  I am rejecting this response because: I have already reached out to this company.  Please provide a direct contact with YOUR VENDOR.  They refuse to deal with the customer of **********************.  They tell me to work directly with the vendor (iPlum in the case).  I also tried to register but the registration is for vendors only.  I am not a vendor.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/08/2023

  TCR is not our vendor.  It is an independent carrier company.  *********** in ** which provides texting telecom services has to go through them for approval.  They want to ensure that te number provisioned is not sending spam.  We have provided you the link in previous response.  Please contact them directly if you have any question.

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 20861982
  
  I am rejecting this response because: Apparently you are not listening too me.  You SAY contact the verifying company but your company provided no contact info or phone number to do such.  I tried to reach out to them BUT only companies providing texting services can contact these companies.  End users like me can only resolve with the company I pay for the service.  Its a great SCAM you are providing.  Also I have a phone number WITH texting from ****** and I did no have to go thru this process.  EXPLAIN.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/24/2024

  Dear User,

  TCR compliance for texting is universal requirements for all vendors doing business texting in **.  It has nothing to do with iPlum.

  ****** voice is a free service provided by ****** for consumers with a different goal of collecting meta data.

  Thanks

  iPlum Team.

• Initial Complaint

  Date:09/26/2023

  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.

  No one to ask why the call recording feature isnt working. Need help but the no reply Ai responses to my written questions come back with unrelated suggestions.

  Business Response

  Date: 09/26/2023

  Hello *****************,  We have replied to you via ticketing system within few minutes of you contacting us.  Please respond to that ticket if you are having any issues.  BBB is not a channel for technical service.

  Thanks iPlum Team