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:10/16/2024

  Type:Billing 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 subscribed to GotoMyPc back in June 2024 thinking it will be a monthly contract since the website not clearly explaining this is for one year contract paid monthly. I also used to subscribed to this service back in 2022 to *************************************************************************************** July 2024 thinking this already done, even got the cancellation email. Recently I just noticed my credit card still got charged monthly by Goto even though I already did the cancellation. I called the customer service and the *** told me to read the date in the cancellation email again and rightly so it showing canceled on July 2025. I told him I wasn't aware I got locked in for one year and he told me there's no way I can cancel the *************************************************** and I feel like being mislead / duped. From the sarcasm he talked to me I feel this is a common issue, including from reading complaints in BBB. After the phone call I try to check the GotoMyPc website again to check the wording and it is indeed not really clear. The landing page to choose plan is showing 3 different options with big word on price with computer and month with asterisk next to it. There's nothing in the bottom to explain the asterisk and no mention of annual plan only. After choosing the plan the next page is billing information and plan detail in quite small word, annual billed monthly and annual plan. There's nothing explaining the plan will be good for one year and you will be continued to get billed for one year even you pay monthly without option to cancel before one year. Since the landing page showing monthly without explaining yearly most people will expect the billing option plan selection will be monthly and yearly. Goto has to make this more clear by making sure people know they will be locked in for 1 year by choosing both montly payment and yearly payment especially Goto used to have monthly payment plan in the near past.

  

  Business Response

  Date: 10/17/2024

  Thank you for sharing your experience with us. It's not always easy to hear when we haven't done right by our customers, but we do appreciate the opportunity to make things right.  It does look like there was a processing error on our side, and your account was not canceled as requested. I have conformed that we have done so now.  We have issued you credit for 3 months that you were billed when you shouldn't have been. (You purchased in June and canceled in July, so you were correctly charged for that. We have refunded you for the following 3 months that you've been billed). 

  While we do state the different billing options for our products on the website, and our customers agree to our terms and conditions prior to purchase (including the payment requirements for Annual Billed Monthly) we will be undergoing a review of both to ensure we are as transparent as possible to our customers. 

  Thank you,

  Lisa

   

   

  Customer Answer

  Date: 10/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #22432083. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  
  
  Regards,
  
  
  
  Budi Kartolo

• Initial Complaint

  Date:09/24/2024

  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'm a single member business. I began using Goto in May 2020. I started service as one **** with a desk phone, a few months later I began using the Goto phone app. I confirmed with customer service in 2020 that using the ********************** app would not add a second **** account and I could use it ********* bill totals $79.83 per month and Goto advertises this service at $26 per month. I started looking into past bills going back years. I discovered that in December 2020 a second **** account was added. I was charged for this second account an additional 25 months at $29.95 then an additional 20 months at $32.95 totaling $1,407.75 plus taxes. My admin account has only shown a single **** and I've only used the phone app and desk phone.I contacted customer service and opened a case. I was told that the second **** account was added in December 2020 but they could not explain who or how it was started. The agent then suggested it began when I started using the Goto phone app. I was told the phone app wouldn't add a **** and this is confirmed in **********************'s own support documentation.While I don't expect a real resolution to this, I would appreciate a bill credit or refund. I am partially to blame for allowing this to go on for as long as it did. This is a vendor account on autopay and I don't regularly check the online bill since they don't send a paper bill.

  Customer Answer

  Date: 10/06/2024

  The business has surprisingly resolved this satisfactorily, the money owed to me has been credited back.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:09/11/2024

  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.

  I can't believe how deceptive this company is! When I signed up, no one ever mentioned a 12-month contract or an outrageous early termination fee. I called in August to cancel, thinking I was done, only to find out after they charged me again that Im still on the hook. Today, on 9/11, they have the nerve to tell me I have to pay for NINE more months if I want out. The *** even had the audacity to laugh during the call, trying to make light of the situation. I was already feeling terrible, and being stuck paying for months I wont use is an absolute nightmare. This whole experience feels like a scamif you value transparency and respect, stay far away!

  

  Business Response

  Date: 09/13/2024

  Mr. *********,

  We at GoTo apologize that you feel misled. We make every attempt to be as transparent as possible with the term of your contract and our terms of service included in your original order. We will have someone reach out as soon as possible to address this complaint with you. 

  Best regards,

  GoTo

• Initial Complaint

  Date:08/20/2024

  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.

  We are in the market for a VOIP phone provider. The sales representative drafted a deal that provided us ************ for 4 years totaling to $********* . After the review of the contract, I specifically told the representative that we did not like that the contract did not have a trial or cool-off period stated in the contract. On multiple occasions the sales representative said, by FTC regulations, we are entitled to cancel any contract within 72 hours regardless of the reason and that if within 72 hours the service was not to my liking; I could cancel it at any time within the 72 hours. As it turns out, the service has many flaws that were not demonstrated during the live demo. Additionally, their technical support team was very inadequate, and it took forever for me to get an answer to my questions. As a result, I requested that the contract be terminated exercising the right that my sales representative stated I had. I would not have signed the 4-year agreement if the sales representative did not lie to me about Federal Regulations and/or their company policy. The sales representative says that he misspoke about their company and it wasn't his place to say such things about the cool-off period. I will in the attachments show all emails to terminate the contract and proof that the Sales *** admitted at one point stated that the cool-off period was built into the contract ( Attachment GoTo Promise.JPG ). All I want is the termination of service that I was duped into subscribing to and I would be very helpful for any help the BBB can provide in this matter. I have not used their service under the contract of ********* at ALL. I do not need a return of any money I have already paid, I just need the agreement terminated protecting me from future collections. The agreement was signed on: MON JUL 22 7:13 AM PST A Termination Request was sent on: Tuesday, July 23, 2024 3:44 PM PST Sales ***: ***************************** **************

  

  Business Response

  Date: 08/26/2024

  **************,

  We have reviewed your case and your sales representative will be reaching out with the resolution in your favor. We apologize for the inconvenience and hope to do business with you again.

  Best regards,

  GoTo

  Customer Answer

  Date: 08/26/2024

  Business made the right choice to terminate the contract! Thank you
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/15/2024

  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.

  Logmein's GOTOMYPC product ceased to work when we bought a brand new apple computer with the latest software. We spent hours troubleshooting with our office manager, they refuse to give troubleshooting via email but finally did provide, but then would REMOVE the email history from every email, leading to repetitive endless looping We finally got someone on the phone who did a cursory review, agreed to escalate it, and then never did get it fixed after MULTIPLE attempts and hours and hours. Then they STOPPED communciating with the email we used, and emailed the account holder only and CLOSED THE **** without any resolution.

  

  Business Response

  Date: 08/20/2024

  Thank you for reaching out to share your experience with us. While it's never easy to hear when we haven't best served our customers, we appreciate the opportunity to make things right.  To that end, we have refunded the $100, and have also reached out to continue troubleshooting. 

  Thank you, and please let us know if there is anything else we can do to assist you. 

   

   

   

  Customer Answer

  Date: 08/20/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [The issue is not resolved. We have spent many hours dealing with this and following up with your customer service and the only response weve gotten is when we file this complaint. We  havent had service for more than two months so this $100 barely covers the charges for loss of the service, and does nothing to cover the expense we have incurred having our office manager troubleshooting this problem for hours and hours over several weeks - and it is not yet resolved. The offer of $100 also has not yet been received and we dont feel thats an adequate amount, as we were contacted and told we have to spend even more time working with someone to pull the same information that was previously provided in emails, in order for them to investigate this further.  So we would like to see the $100 refund processed and we think that additional amount to cover our time should be included.  
  We dont intend to close this complaint until this is fully resolved and funds are  received]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Waconda

   

   

  

  Business Response

  Date: 11/25/2024

  We would like to help resolve this case. We fulfilled the customer's initial request for a refund, and have repeatedly tried to offer to assist them further. Unfortunately, we have not heard back from them. We would like to make this right, but we also need their participation to do so. 

  Regards,

  GoTo

   

  Customer Answer

  Date: 12/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [I have repeatedly followed up with this business. We've had multiple phone calls. They had to reinstate on a  account  so we could troubleshoot it. They failed to do that multiple times I've had to re-set up the phone calls multiple times.  the last time we spoke was about two weeks ago. They said they were gonna get the account set up so we could continue to troubleshoot and they would get back to me within 24 to 48 hours that was nearly 2 weeks ago. They have not gotten back to me so they are not being truthful..]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Waconda

   

   

  

  Business Response

  Date: 12/19/2024

  We attempted to contact the customer twice on the day suggested, with no follow up call from the customer.  We are still willing to assist, and ask that she contact us at her convenience.  Our ask is that she have availability and access to both PC's so we can troubleshoot. 

   

   

   

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Go to my PC is not being honest. I have had multiple  emails with them and multiple phone calls. . each time we have a phone call at a troubleshoot, there is some other reason that they cant complete the troubleshooting - either they closed Attempt my account without my permission -they  were only supposed to refund me for the months that it didnt work, but instead they closed it so therefore we couldnt login and do the troubleshooting. I insisted they reinstate the account and then they want to charge me different rate. I said thats unacceptable because I never authorized you to cancel the account. I simply wanted a refund for the times it wasnt working. They said well when you want a refund what do you expect? I said I expect a refund not a cancellation.

  These exchanges have been ridiculous. So then weeks later they say that they have reinstated the account. We have another phone call we get online. It turns out he didnt reinstate the account so we have to go through the whole thing again - then the December 9 call was the call when they were finally supposed to have reinstated the account and then the phone doesnt ring so I dont know whats going on over there, but it is kind of ridiculous that they have spent this much time and not done a single complete troubleshooting session with me despite having wasted hours and hours of my time.

  On December 9 the day in question I was at my desk. My phone did not ring. They say they tried to call me twice. I emailed them the same day saying I did not hear any phone calls, but I am at my desk. instead of rescheduling or trying to call me they just sent me an email saying that I hadnt responded. Which I clearly had.

  
  Here is a 27 page long email chain showing the many contacts Ive had with them. For them to suggest that I have not been responsive is completely beyond ludicrous. This is been going on for months. Its unacceptable for them to spread lies like this. I didnt want to have to drag out this email chain but here it is

   

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Waconda

   

   

• Initial Complaint

  Date:08/12/2024

  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 had telephone service with GoTo this companies DBA for several years they could not give any discount besides $3 a month on a 12 month commitment to stay with them my bills where getting to high for just needing a basic phone. SO I told them I was going to be leaving I found another provider and ported my number out a week before the billing cycle ended. I had to contact them several times in order to get the number to port out and in that time not one person ever told me I need to give 30 days notice else I would have. After the number was ported out I received an email that I was still responsible to cancel service so I called in and they then informed me the 30 day policy. So the next month they bill for service which I don't have charging me for a service that doesn't exist anymore. This should be illegal because what company charges for something you can't even use? It's like having to pay an extra month car payment after you sale you vehicle you can't drive it but you still need to pay for it doesn't sound fair and a very bad practice. So they billed me for phone service even though the phone line did not have a dial tone and could not make or receive calls. This is a BIG issue I want this bill for $41.60 credited I will not pay the bill for service I could not even use.

  

  Business Response

  Date: 08/12/2024

  **************,

  We apologize for any confusion that may have happened concerning your account. In reviewing your port out request we have documented an email we sent you at ****************** on July 30, 2024 at 8:16pm that I've copied below with the number redacted to protect your privacy. It clearly states that porting out your number does not cancel your account and many customers do continue service and port in a new number so they do not lose their account settings and configuration. 

  Best regards,

  GoTo

  Hello,
  
  The number(s) below have ported away from your GoTo PBX system:
  
  XXXXXXXXXX
  
  Please note porting away your numbers will not discontinue your service and you will continue to be invoiced in alliance with your contractual obligation. If you wish to discuss your options for a non-renewal, please contact our *************************** at ************ for further assistance.
  
  Regards,
  Venus Ko
  Case Number: 20563307
  Telecom Communications Management
  **********************************

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The email was provided 2 weeks after the fact that I first spoke to someone about leaving the company and 5 days after the fact that I switched the phone line to another provider. If I had been told before time I would have put notice in and waited till closer to the 30 days and not have to pay for service that you can't offer because I do not have a line with you. I had 3 phone conversations with customer service and tech support regarding porting out my number and not one person ever said anything about the 30 day waiting period. The fact that you can charge someone for 30 days worth of not having service should be illegal you are not providing any service I have no dial tone and can't make or receive calls. Your company had plenty of chances to provide details of the process of the service having to be notified for 30 days but they FAILED on your part not on my part so why punish a customer that was with you for years. I started the porting process on 7/12/24 so I received the notice that have to pay for 30 days of service 8 days after I started the port. I think since your customer service and tech support failed to talk or mention the 30 day policy I should not be held responsible for the bill.

   

   

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 08/14/2024

  **************,

  Listed below are our interactions and their topics in order to establish the timeline per our records and to be clear on your requests during each call. 

  7/12/24 - Call in to discuss account, agent offered 24 month renewal

  7/16/24 - Call that you were out of town and would call back in when you are ready to cancel

  7/17/24 - Call for instructions to get your port out pin number

  7/26/24 - Call for instructions to port out your number through the online system

  7/30/24 - Call to have our team port out your number

  7/30/24 - Call to cancel your account

  As you can see from the timeline of your requests above, even if you would have requested to cancel your account on the first call, you would have incurred the same costs. (Section 3.1 of our terms of service that you agreed to upon purchase explains the cancellation requirements. **************************************************************************) Your account needs to remain active for your number to be secured until it is successfully ported. This can take up to 18 days depending on the new carrier. (*****************************************************************) Even had you cancelled during the 7/12/24 call the timing would have pushed you into the next billing cycle for your cancellation to become effective.

  Hopefully this helps clarify the terms of service and the reasons for the cancellation timeline for you.

  GoTo

  Customer Answer

  Date: 08/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I can see this is going to get us nowhere I see all the complaints about the same issue so it is not a customer issue it is a lack of **************** Training issue that needs to be handled on your side if I was told at initial contact about porting out and canceling then I would not have had to pay for a month of service in which you where not providing service "seems strange to charge for something you are not providing" I would have only had to pay for 8-10 days of not having service so I guess we will agree to disagree. I will say a better option for you to take care of a customer would be to offer to cancel for 30 days from the initial day I called for port instructions and I will pay the pro-rated bill for that time frame of 12 days but I will not pay for a month of service that I was never informed about.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:07/31/2024

  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.

  Cancelled subscription, was still charged monthly. Reached out to support who cancelled subscription again, still being charged monthly. Multiple months of charges now racked up even though service has clearly been cancelled.We have now received $377.73 in fraudulent charges from this company

  

  Business Response

  Date: 08/02/2024

  Mr. *******,

  Thank you for brining this to our attention. We have looked into our records and verified that your request for cancellation was received. We are investigating the reason why the cancellation did not get implemented in our system and apologize for the inconvenience. We will be cancelling your account back to 4/4/24 and refunding the appropriate amount today. You should see correspondence from us and a refund in the next 10 business days. Our sincerest apologies for the issue and thank you for your business.

  Best regards,

  Goto

• Initial Complaint

  Date:07/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 16 2024 my business account with ********************** got cancel with no reason no warning or anything like that I had over 2400 local number for my business and I paid 941$ few days ago When I called the rep told me that I bridge the contract that I never sign I had this account for years Im in shock

  

  Business Response

  Date: 07/18/2024

  Mr. ******,

  As was stated by our agent on the phone, we are no longer able to allow you to have an account with us. In order to protect you and our customers we do not publicly share details of these types of cancellations. 
  Thank you for your past business and best of luck,

  GoTo

• Initial Complaint

  Date:07/10/2024

  Type:Sales and Advertising 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.

  This compliant is in regards to systemic double billing for services. My subscription to this service began in 06/09/2019. On 07/06/2024 I was reviewing my credit card statement and saw that my subscription to LogMeIn remote desktop software was charged twice. I logged in to my LogMeIn account to look into it and saw that I had been double charged in 2022 and 2023 as well. Review of my credit card statements confirmed this. I reached out to customer support on Monday 07/08/2024. The first service representative was able to refund the double billing that took place on 06/09/2024. I spoke with another service representative who further acknowledged they had made a mistake on their end but who would need approval from a higher authority to refund the double ******** that took place on 06/11/2022 and 06/13/2023 for $349.99 each. I received an email on 07/10/2024 that they would not refund the double ******** (a total of $699.98). I called customer service again on 7/10/2024 seeking that they cancel my subscription and refund the fee of $349.99. After 48 minutes on the phone they say that they are refunding the most recent annual subscription fee and have canceled my service. I am still owed $349.99. I have consulted my credit card company but they can't dispute charges over 120 days. Even if the funds can be returned, other consumers should be made aware of what happened and how the company handled it.

  

  Business Response

  Date: 07/15/2024

  Thank you for reaching out to us. While it's never easy to hear when we haven't done right by our customers, we appreciate the opportunity to correct our actions. We have sent you an email confirming that we are crediting you for the double charges incurred (as a result of human error) for the period of 2022-2023. We hope that this successfully resolves the issue you've shared, and we appreciate your business as a valued GoTo customer. 

  Customer Answer

  Date: 07/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:07/10/2024

  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.

  Imagine a company stealing from you for 5 years of service after cancelation... Well, that's the current situation I am in with Grasshopper. I started my account in 2018, canceled in 2019. The payments were auto drafted from a high activity CC, so this was missed for 5 years...When calling to address this today, I spoke with representative ******. He stated that there would be no refund because they have no record of me canceling... I very clearly spoke with someone 5 years ago, and thought that was the end of the services... I asked to speak with his supervisor and was rudely told that he would tell me the same. He then attempted to set up a call back, I let him know I would wait. I then spoke to Supervisor ****** he looked at my account and offered me a 4 month return, and that's the best he could do.. Literally treating this like a negotiation at a car dealership, negotiating the amount of my money being returned after corporate theft for the past 5 years! I then asked for corporates contact, he let me know they don't have a number... I then asked for their email, he stated they don't have an email... He then gave me an email to legal, he stated he does not have the number to legal, I can ask them for it when I send them an email... I then asked him if he has looked at my activity log, to identify that there has been 0 usage since I canceled 5 years ago, he let me know that he will be honest and that he hasn't looked at it, wont look at it, and is not sure if he has access... The lack of professionalism in guidance is one that I have never seen from a corporation...In short, Grasshopper and/or GOTO has stolen from me, Blatant Theft. At this point its the principle of being stole from that bothers me, but I am pushed over the edge by not being given contact information to reach out to their corporate office. Its wrong that large corporations feel as though they can steal from you and and keep moving forward as if nothing has happened. Fraudulent Activity

  

  Business Response

  Date: 07/18/2024

  **********************, 

  We have done a thorough investigation of our records and cannot find any evidence of communication from you to cancel your account.  Per our terms of service, to protect your account and phone number we will not cancel an account without the account owners request.  As a show of good will we will honor the offer to refund the last four months of charges to your account. Please respond to the email or call back in to our team to confirm your acceptance. 

  Thank you for understanding,

  GoTo

  Customer Answer

  Date: 07/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  What they are offering is what I have already received from the customer service rep. **** does not change the fact that I did in fact cancel and have being stolen from for years. I requested a refund for the years the account was supposed to be canceled. I was stollen from, its principle and I will continue to voice that in every platform until this is made right. There is no interaction on the account, and has not been since 2019-2020 after I canceled

  4 months return is an insult, as I have already obtained that from the customer service rep. *** would I agree to something I have already obtained. I reached out here so that corporate could see that customers are being stollen from. So how corporate comes up with a solution that I have already obtained is again, insulting.
  

  I can accept losing money, I have plenty of it, but I cant accept being stollen from and lied to by a corporation. I will happily, strategically, and intentionally lose even more money to ensure this is widely known on every platform and to any lawyer that will listen before I allow the blatant theft.
  

  I Do Not Accept ****, as you are attempting to offer me what I have already gotten and are disregarding the years of THEFT! 
  

  Thanks,

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 07/22/2024

  **********************,

  I want to assure you that we take this matter very seriously and reiterate our position.
  Upon receiving your complaint, we conducted an exhaustive review of your account history and communication logs with our company. As per our records, there is no documentation indicating a request for cancellation.
  I understand that you are frustrated but the monthly charge to your credit card was continual notification that your account was still active in our system. As a goodwill gesture, we offered to refund the last four months of service charges to your account and we will honor that initial gesture. Our offer is intended to acknowledge your frustration, while also considering the lack of a documented cancellation request. Please refer to our terms of service for additional detail on the contractual agreement with our company.
  In an effort to rectify this issue as quickly as possible, please reach out to our customer support so they can guide you through the cancellation procedure.
  Our ultimate goal is to address this issue in a fair and transparent manner, respecting both the parties perspectives. Your understanding and cooperation are greatly appreciated.
  Thank you for your consideration throughout this process.
  Sincerely,

  GoTo