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:05/17/2025

  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.

  I have made multiple requests via messaging and email to cancel my service and receive a prorated refund. Its been approximately 1 month and all i'm being told is the request to cancel is being escalated to the appropriate department.

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 filing a formal complaint against NetTalk.com, Inc., a ************ provider, for what I believe to be unfair and deceptive business practices in violation of consumer protection laws.I have been a loyal customer of ******* for over 10 years, paying for their services consistently. My current plan, the Basic NT Connect plan with unlimited calling to the **** and ******, was fully paid in advance through July 1, 2025, as confirmed in my billing statement.Despite this, on [Insert Recent Cancellation Date], NetTalk abruptly canceled my account without any prior notice or warning, and has not provided any explanation to date. My phone line is now non-functional, and I cannot make or receive calls.This is the second time this has happened. On October 14, 2024, ******* previously terminated my account, citing unverified and vague security variables. That incident was never explained with evidence and was eventually reversed. Now, I am once again locked out of a service I paid for in good faith.I am requesting that the ***:Investigate NetTalk for recurring, unexplained service ******************** whether this pattern violates the *** Act regarding deceptive or unfair business practices.Ensure the company restores my service or provides a full refund.

• Initial Complaint

  Date:02/21/2025

  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.

  Net Talk cancelled my service stating that I had fradulant activity without explanation. I chatted with them on their online chat messanger. It has been two days without response. Below is a copy of the chat.Where did my phone number and service go? ************ Hello, thank you for reaching out to NT Connect Support Before we get started, I will ask for a few details.Our support hours are Monday-Friday 10am - 7pm EST and Saturday 10am - 5pm EST. We are closed on Sundays. If within our office hours, we will get back to you as soon as possible. ********* sent this Got it! ***************** ********* sent this Ok, thank you for your number! ********* sent this Someone on our team will be back to you! In the meantime, please have your NT Connect device ready for support, if needed. Here are some help desk articles you can browse as well: *********************************** NTCONNECT sent this Where did my service go and my phone number. Does not work or show up anymore. Hi there,Thank you for contacting NT Connect Support!My name is ******. I'll be more than happy to assist you today. ****** sent this It appears that your account has been canceled due to suspicious usage on our network that could be attributed to unauthorized activity.The account triggered a lot of security variables set to detect fraudulent activity. ****** sent this How so? It was detected by our system ****** sent this I understand. Buy what would create suspicion of fradulant activity? It is only used to make phone calls. I dont think you detectors are operating correctly. Let me escalate the case to our concerned department for further checking.Please note that I won't be able to respond until I received an update.We will get in touch with you soon thru this chat or thru email if you are not online.Thank you. ****** sent this Ok. Lets get this fixed.

  Business Response

  Date: 02/21/2025

  Good morning Mr. ****************** request is current in queue and being looked by our internal reviewers. Your account exceeded the calling threshold and was flagged by our system. Once the review is complete our support team will update you with the resolution to your case.
  
  Thank You

  ntSupport.
  
  

  Customer Answer

  Date: 02/21/2025

  I don't find that I made excessive calls.  We had a death in the family and I had to make calls alerting everyone of the plans.  I made serveral calls to people regarding this.  I would say around *************************************** a short time I made while having service with them over several years.  That is what a phone service is for TO MAKE CALLS.  They need to change their practices on what they deem excessive and fradulant.  I could understand their reasoning if I were making excessive calls over a long period of time.  Say 100's of calls per day.

   

  My service has been restored.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22971536
  
  

  I don't find that I made excessive calls.  We had a death in the family and I had to make calls alerting everyone of the plans.  I made serveral calls to people regarding this.  I would say around *************************************** a short time I made while having service with them over several years.  That is what a phone service is for TO MAKE CALLS.  They need to change their practices on what they deem excessive and fradulant.  I could understand their reasoning if I were making excessive calls over a long period of time.  Say 100's of calls per day.

   

  My service has been restored.

  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/03/2025

  Type:Order Issues
  Status:

  UnansweredMore 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've been a 15 year customer of NetTalk aka NTConnect and suddenly, and without warning, they discontinued my ********** phone numbers ************ and ************ are now irretrievable as the porting process necessary to transfer these phone numbers to another VOIP provider is not available. These numbers were prepaid on a yearly basis and were good until 30 February 2025. ******* only provides online chat for support and they do not respond to queries. The permanent loss of these numbers will cause me, a disabled Vietnam veteran, to lose a very large portion of my home-based business. Any help that you can provide regarding this issue would be greatly appreciated.

• Initial Complaint

  Date:10/21/2024

  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 need to purchased the renewal for my net talk device and accidentally damaged the device i purchased a used unit and need to transfer my account to the new device so i can use the service.I have attempted to contact them for about 2 weeks via email, online chat-bot, phone with no response. I feel this transfer should be fairly simple if i can get in contact with someone to assist me i am 85yrs and would like to use my home monitor device in the event of an emergency i am currently using my cellular phone but signal is weak at my residence. my service is set to expire Nov 13 2024 the net talk phone # ************ (currently not working)

  Customer Answer

  Date: 10/23/2024

  After the  intervention  by BBB, Nettalk contacted me immediately and within a day all the problems were resolved. I don't believe I have ever seen or heard of a response so immediate,   I thank you and Nettalk for everything. *****

  *******

• Initial Complaint

  Date:09/23/2024

  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 5 Dec 2023, I purchased a 4 year ******************************************* through netTalk for $169.79. On 23 Sep 2024, I discovered that my phone was no longer working. Contacting netTalk **************** is only through chat online. Once on chat, I asked why my service was no longer working, they falsely claim that, "It appears that your account has been canceled due to suspicious usage on our network that could be attributed to unauthorized activity. The account triggered a lot of security variables set to detect fraudulent activity." They have failed to produce any evidence to support this allegation. I asked for proof, like call logs, and they would not respond.

  Business Response

  Date: 09/24/2024

  Good afternoon ****,
  
  
  As per review of the account we did find that the automated fraud detection system did flag the account for unusual high usage. Though we cannot share our internal parameters, usage is not solely based on usage hours. At this time we have reactivated the account. If you have any questions or concerns please contact our support team at: ************************************.
  
  
  Thank You
  NT Support

  Customer Answer

  Date: 09/24/2024

  I'm very pleased with the efforts of BBB to help resolve this issue.  While I'm happy that my netTalk account had been turned back on, I'm not happy with the unsubstantiated allegations that my account was used for fraudulent purposes.  We know that our home phone is rarely used at all and definitely not for fraudulent purposes.  Not sure if netTalk has done this to other customers but I'm glad there is now documentation of this incident.  Thanks

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22326962
  
  I am rejecting this response because:

  I'm very pleased with the efforts of BBB to help resolve this issue.  While I'm happy that my netTalk account had been turned back on, I'm not happy with the unsubstantiated allegations that my account was used for fraudulent purposes.  We know that our home phone is rarely used at all and definitely not for fraudulent purposes.  Not sure if netTalk has done this to other customers but I'm glad there is now documentation of this incident.  Thanks
  
  Sincerely,
  
  **** ****

  Customer Answer

  Date: 09/24/2024

  Not that they have turned my account back on, I was able to review the call logs.  I now see why they suspected fraudulent activity.  On 5 Sep 2024 and 17 Jul 2024, there were multiple calls made to the ******************, ******** and *********  We did not make these calls so I'm concerned that someone has hijacked access to our account.  I have made netTalk aware of this issue.  Hopefully, they will be able to resolve it.  Thanks again for all the assistance.

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 provider for my telephone service stop providing my technical support for issues which is Im not getting any outgoing calls and incoming calls when I contacted which threw chat I told the issues were escalated to a concerned **** was never contacted to help me with my issues this has been on for several months my phone service was suspended due to suppicious activity which is false I tried to ad different card to pay the bill didnt they dont accept debit cards for payments on credit that is when my service was suspended

• Initial Complaint

  Date:08/26/2024

  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.

  *******'s automated system incorrectly flagged me for over usage. I used 6.88 hrs, the limit is 25 hrs.I've been without phone service for over a week now. I am a disabled veteran and need my service restored ASAP.Customer service is not responding to any of my messages after the initial contact.I have been with NetTalk for many years. I expect better service than what I have received.I am also looking for some compensation for my lost service and my inconvenience.

  Business Response

  Date: 08/28/2024

  Good morning Mr. ********
  
  As per review of the account we did find that the account did exceed the thresholds for high usage. Though we cannot share our internal parameters, usage is not sole based on usage hours. With that said, at this time we have added a courtesy talk credit to your account so you may continue using your service for the remainder of the month. If you have any questions or concerns, please let our support team know.
  
  
  Thank You
  NT Connect Support

  Customer Answer

  Date: 08/28/2024

  
  Complaint: 22196613
  
  I am rejecting this response because:
  
  I added up all my August outgoing calls from your website. The total came to 413 min = 6.88 hrs. The limit is 25 hrs according to your website.
  So you wont disclose the results of your findings? And there is no way to track my remaining time because of your secret algorithms?
  What a poor system you have. And the result is a pissed-off customer.
  
  I have been with NetTalk for many years. I expect better service than what I have received.
  I am also looking for some compensation for my lost service and my major inconvenience.
  
  
  

  Customer Answer

  Date: 09/24/2024

  So your fine print states a max of 25 hrs a month, which is less than 1 hr a day.
  However, I only actually received 6.88 hrs of outbound calls for Aug because of your secret algorithms.
  What kind of bait-and-switch operation are you running?
  
  I've been with NetTalk for close to 9 years and this is the first time this has happened. My calling patterns have not changed; so clearly it's something on your end.
  
  I doesn't appear that you are putting much effort in answering my question of how your automated system made this error. And what will prevent this from happening again in the future?
  I am also looking for some compensation for my lost service and my major inconvenience.

• Initial Complaint

  Date:08/14/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 had a voip phone service with NetTalk for years. I HAVE NOT used it much at all since approx. June 2023.Upon reconnenting it, My outbound caller-ID is showing ***** LIKELY"!After contacting customer service and being told the issue would be escalated to their concerned department for further investigation, I have not heard from customer service for AT LEAST 2 weeks. NO FOLLOW-UP EMAIL RESPONSE.PLEASE see the complete support chat text ATTACHED, WONT FIT here!The only way I can contact support is through their website/account chat line that they didn't respond with as well. My outbound caller-ID is STILL showing ***** LIKELY"! Therefore the customer service with this company is EXTREMELY poor.I have 2 VOIP telephone numbers, MY second telephone number is with a different VOIP provider so I CAN call MY second number to VERIFY the Caller-ID at anytime of the day or night. My other/second VOIP telephone number DOES NOT have the ***** LIKELY" CID issue at all, ONLY the NetTalk number!Furthermore, I have had health/Medical issues my WHOLE life and more recently since 2005. WE ALL live in the 21st century, I REQUIRE dependable telephony services, I SHOULD NOT have to experience EXTRA anxiety frustration and time correcting/WAITING for my telephone to function AS EXPECTED 100%!I would like NetTalk to 100% correct this issue "ONCE and FOR ALL", and provide me with 3 EXTRA months of FREE service added to the year I just paid [$68.43] for on the 31st of July 2024.Support CHAT text on July 30th ********* 30th Tue 17:01 How can we help with NTCONNECT?PLEASE correct my outbound caller ID from showing SCAM LIKELY!Hello, thank you for reaching out to NT Connect Support How can we help you today?Hi there,Thank you for reaching out to NT Connect Support!My name is ******. I'll be more than happy to assist you today.Please keep in mind that I will not be able to answer until I receive an update.

• Initial Complaint

  Date:07/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 my second complaint and I have decided to longer continue with this company. The only way I can contact support is through a chat line that they dont respond to every day. I had to submit my first complaint for someone to respond to my chats. The last rep I spoke with suggested I purchase a new Grandstream device which I did and still have not receive the device. I purchased it on 6/22/24. the first time I signed up for the services the rep told be they could reconfigure the box I already own with a new number which started this whole mess. If they initially told me this I need to buy a new device I could have saved days of waiting on a response. Now that I have purchased a new device . I have not received it. I have decided to longer use your company for VOIP service and would like a full refund of all the money I spent with Net talk. I am attaching a screenshot.. the customer service with this company is very poor.