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:06/18/2024

  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 signed up for a residential plan on June 7th and was having some issues with choosing area code 239. I chose not to wait for an agent get help from their tech **** with a response. I tried a 954 number and it worked. After receiving the 954 number I checked for a another number to port and was denied. I contacted ATT and the rep told me why. I contacted NetTalk through their chat line on June 12th and stated we could manually move forward with the 954 number. I have yet to hear back from anyone by email or chat and another payment will be due for a service that I have not been able to use. I would like someone to contact me so we can manually program my VOIP box.Sincerely,***********************

  Business Response

  Date: 06/21/2024

  Good Morning ****************,
  
  Our team reviewed your porting request and has found that the number attempted to be ported was rejected as the number was not in service. Our team can re-attempt the porting request if the number is re-activated with the losing provider. In the meantime, our team has added 1 month of service to your account.
  
  NTCONNECT Support

  Customer Answer

  Date: 06/21/2024

  My complaint is not about porting a number. If you look back at the chat history you will see that the agent suggested I contacted the carrier which I did on June 12th and was told the reasons why I could not port the number. I sent a message on June 12th to Nettalk Support stating I know the reason why I cannot port the number can we go ahead with the number that was assigned to me (954) 395- number. I had no response till June 21st and I have sent messages on the 15th, 18th, and 19th. June 21st I received a message that it appears the number you are porting is not active. I just want to activate my box manually with the phone number that was assigned to me...that's all and don't know why I have to wait for a response 9 days later.

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21868361
  
  I am rejecting this response because:

  My complaint is not about porting a number. If you look back at the chat history you will see that the agent suggested I contacted the carrier which I did on June 12th and was told the reasons why I could not port the number. I sent a message on June 12th to Nettalk Support stating I know the reason why I cannot port the number can we go ahead with the number that was assigned to me (954) 395- number. I had no response till June 21st and I have sent messages on the 15th, 18th, and 19th. June 21st I received a message that it appears the number you are porting is not active. I just want to activate my box manually with the phone number that was assigned to me...that's all and don't know why I have to wait for a response 9 days later.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/24/2024

  Good evening ***************,
  
  As per our records it appears you were able to contact our live chat support on June 21st and 22nd. We hope that our technical expert was able to assist you with the setup process. If you have any additional questions or concerns please feel free to reach out to our support team as we cannot troubleshoot or diagnose specific issues within this platform.
  
  Thank You
  ntSupport
  

• Initial Complaint

  Date:05/14/2024

  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.

  I have been with Nettalk since 2014 and have two lines with them and paid for a full year on Jan 10th 2024. One line ************ is working just fine. The second line ************ is not working. I paid ***** x2 for both lines.Phone service They said they canceled my account ***********) with no warning and before I left on my vacation (04.04.24), my phone line was working just fine and when I came back (04.16.24), it was not working. The only way to contact them now is through chat and they are no longer communicating with me and have not given me a reason for the cancellation. Please refer to the attached doc for the transcript I did have with them. This is very frustrating for me as my friends and family members are trying to contact me and are very worried about me. I do not want to lose my phone number and would like to have my phone line reactivated ASAP. If they can't reactivate my account, I would like to port the number to another service, but I can't even ask them for that request either because they are not responding through the chat. I tried to go through another computer and chat with them and once they knew who I was, they went quite. I don't understand why they are treating me this way as I have done nothing wrong and they way they are treating me is criminal. This phone number is very important to me as I've had it for 36 years and need it back ASAP. Please help

  Business Response

  Date: 06/21/2024

  Good Morning **********************,
  
  As per our team, it appears the account was suspended for a usage violation of our Terms of Service. Our team reviewed the account and restored it as a one-time courtesy. If you have any issues at this time with your account, we recommend reaching out to our support team at ************************************.
  
  ntSupport

• Initial Complaint

  Date:05/12/2024

  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.

  In 2013 when I signed up for this service, I also signed up for auto pay with a guaranteed lock in price of $29+ a year. Now at to this year's renewal, they have cancelled my autopay and increased to $49+ a year.I was under the impression if I kept autopay my rate would never increase

  Business Response

  Date: 05/21/2024

  Good afternoon *******************,
  
  Your case for the auto renewal adjustment is still in process with our development team. While netTALK does not remove any existing auto-pays there could be circumstances that *** result in the accidental removal of the grandfather auto renewal rate. We have let the dev team know that you are pending a solution.
  
  Thank You
  

• Initial Complaint

  Date:05/11/2024

  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 had a voip phone service with NetTalk for years. My plan and phone number was suddenly cancelled by there computer system because it flagged suspicious activity. I was making calls and it stopped working with no warning. There customer service said there is nothing they can do to get my phone number back. They told me I can open a new account and upgrade with new equipment but I will need a new phone number. This is unacceptable to me because I have used the number for over 20 years and I have over *************************************************************I am effectively out of business because of this.

  Customer Answer

  Date: 05/15/2024

  Thank you for your help. The company restored my service. I did not get a reply or directed response to my chat inquiries. I simply discovered today that my phone service was restored. I do not know when that happened. I have now read their terms of service and reasonable use policy. I can understand how they did what they did although I would not have known what the limit or threshold was in advance. It is vague what too many calls are in their terms.

  I thanked them for having mercy on me.

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

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

• Initial Complaint

  Date:05/07/2024

  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.

  I have switched my phone services since ********************************************************* to get the grandstream from them since they don't make the duo anymore. They told me that if I ordered it through them that they would set it up for me. I ordered the grandstream from the along with another year phone subscription. The grandstream worked on and off for the last 2 months and finally stopped. When I contacted them for help and also noticed my phone service was no longer available on their site. They said "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.Unfortunately, after review, it was determined that the account's actions have been consistent with suspicious activity on our network."I asked them when my services will be fixed and they said "I am sorry but it will not be re-instated"I am not happy that I lost my phone service and also paid to have my number ported and was told to purchase the grandstream and now they cancelled my home phone.

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  NetTalk.com,Inc. failed to honor our agreement over 10 years ago to auto renew each year my basic calling service for 12 months for ************ by charging the credit card in my NetTalk account #********** the basic calling service for 12 months at the price locked in our agreement.

  Business Response

  Date: 05/21/2024

  Good afternoon ***************,
  
  We have reviewed your case and reviewed the chats with the support team. It appears the auto renew process failed to go through this year resulting in the expiration of your service. At this time we have extended your service to June 30th. The auto renewal is still active on the account. If you wish to make any changes please let our support team know or log into your CONNECT portal at *********************.
  
  Thank You
  

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21597167
  
  I am rejecting this response because: The business in its response dated 5/21/2024 does not show solving this complaint by stating that it has charged the credit card ending in 4793 of record for ************ the dollar amount for ****************************************************************************************** phone services for ************.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/21/2024

  NetTalk.com stated "The auto renewal is still active on the account" but ********************** has not applied the auto renewal to my account.

• Initial Complaint

  Date:04/11/2024

  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.

  Nettalk charge my account for the monthly fee, which is in auto pay without any problem, but at the same time cancel my service. Whenever I call or someone calls my home phone ************ it received a voice mail letting me know that the service has expired. I contact the support service 4/5/2024, was put on hold for an hour to latter be told that they had closed. I received and email from them next morning and communicated the issue. No information receives since 4/6/2024 regarding the issue or when will it be fix. I am traveling and need to make sure the phone is working properly.

  Customer Answer

  Date: 04/18/2024

  ******* didn't contact me, but was able to resolve the problem. Thanks for all the help, since the senior citizen that lives in the house now has another way to call for help if needed.

• Initial Complaint

  Date:02/27/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 without my phone service from Nettalk for 4 days now. 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 the last 2 days and they are not responding to my chat requests. I have family and friends who are trying to contact me and are worried about my welfare.

  Customer Answer

  Date: 02/28/2024

  I've attached the correspondence between myself and Nettalk up to this point

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21355490
  
  I've attached the correspondence between myself and Nettalk up to this point
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/28/2024

  Good Evening ******************,
  
  We inquired with our Technical Support team that tested your account and was able to make and receive calls with your VOIP account. As per their findings it appears that your local network may be disrupting access to our servers among your devices. Our technical **** will reach back out with you for further troubleshooting.
  
  Thank You

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21355490
  
  I am rejecting this response because: my service has is still not working and the customer service representative is not responding to my inquiries about the status of their troubleshooting efforts.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 my phone number for 50 years and ported over to nettalk 7 years ago. All was relatively fine until my last renewal which since slightly after that I was not able to get inbound calls to my phone. I can make outbound calls and everyone sees my number as what it is and when I call my nettalk number from my nettalk phone I get voicemail which the message also appears in my email.They have not fixed issue first reported in June 2023. I had to get a new phone carrier that provides service but will still like to have my old phone number back.

  Business Response

  Date: 02/28/2024

  Good Evening **************,
  
  We apologize for the issues experienced with your service. Our support team has done their best in attempting to restore the number on your account. It appears that when our team was first contacted regarding the incoming issue, the number in question was already outside our network for a significant period of time, making the recovery process very difficult or entirely unavailable to us. We will escalate to see if we can locate a record for this number and update you through your existing support chat. At this time a refund for your last transaction was provided to you on 2/19/24. This refund was for $41.98 for the purchase of the upgrade hardware. I understand that this does not restore your original number but we did want to refund you for the device you were not able to use with your service. Once we receive an update from our partners we will update you accordingly.
  
  Thank You

  Customer Answer

  Date: 03/08/2024

  So it turns out that I had my number ************ with NetTalk since before 2015 and have attached the yearly renewal reminders through my current yearly contract.  What happened to my number and why can I only make outbound calls from ************ which shows up on the person caller id Nettalk has to say

  Please review the yearly reminders for every year from 2015 through 2023

  Customer Answer

  Date: 03/08/2024

  
  Complaint: 21300613
  
  I am rejecting this response because:  I have had this number with Nettalk since at least 2014  and provided proof of my yearly payments reminders for every year up to an including 2023. I even reported that my number was not receiving inbound calls and only making outbound calls right away no delay as they choose to indicate.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/08/2024

  I do not accept the business response since there was no delay in my informing them that my number was not receiving inbound calls and I had this number with Nettalk since at least 2014.

• Initial Complaint

  Date:12/26/2023

  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.

  WRITING TO REQUEST FOR A FULL & COMPLETE REFUND

  Business Response

  Date: 01/11/2024

  Hello,
  
  For refund requests please contact our support team at ***********************************;
  
  Thank You
  NT Connect