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:07/03/2025

  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.

  1. The amount of money you paid the business: $155.41 for annaul charge for 2025 2. What the business committed to provide you: VOIP phone service 3. What the nature of the dispute is: Full refund of wrongly charged amount (They refunded $53.70 only)We had a three year service agreement with VOIPLY to supply us with home telephone service. We had no complaints with the service but decided to terminate the service at the end of December 2024 before the automatic renewal deduction from our credit card. We discontinued the service on their website, disconnected their supplied modem, and were notified that we would receive a shipping label to return the modem. Once we received the shipping label, the modem was packed and returned to VOIPLY. In January 2025, the sum of $155.41 was charged to our credit card for a service which we believed had been terminated. We sent out an email for refund but no reply. We only discovered this when we went to port the number we had been using with VOIPLY to the cellphone that we had just purchased. Apparently the ******************* selection and the returning of the VOIPLY modem following their instructions did not terminate the service.When there was a problem porting the VOIPLY phone number to a different carrier, we spent a frustrating period of time attempting to speak to a human about clearing up the confusion. After numerous interactions with an AI support device, the sum of $53.70 was returned to the credit card. As we had not been using the service for over six months, had returned the VOIPLY modem in December of 2024 and there was no further interaction with VOIPLY, we feel that we were unfairly billed for a service we had canceled and were given a partial refund for a service we did not use. Can you please advise on what our next step should be to receive a complete refund and the release of the number used with VOIPLY so that it can be ported to the new device?

  Business Response

  Date: 07/11/2025

  Hi *******,
  
  Thank you for reaching out and sharing your concerns.
  
  Were sorry to hear about the frustration this experience has caused. I understand how upsetting it must be to feel charged for a service you believed had already been canceled, especially after taking the right steps to return the equipment and request a refund.
  
  After reviewing your account, wed like to clarify a few details. You first contacted us regarding cancellation on April 9, 2025. The formal cancellation request was submitted on May 5, 2025, which is also when the return shipping label was issued. Your Voiply adapter was received at our warehouse on May 12, 2025, confirmed by tracking number 9400136208303308727637.
  
  A partial refund of $53.70 was processed which reflects the exact unused portion of your 2025 annual service. This refund was calculated based on the time remaining in your billing cycle as of the cancellation date.Taxes and regulatory fees are non-refundable and are not included in that refund amount.
  
  Regarding your phone number, ************ was successfully ported to your new carrier on May 13, 2025. The port-out request was initially submitted on April 29, 2025, the same day you reached out to us for porting instructions.
  
  We apologize for any confusion. While the original charge occurred in January, the cancellation was finalized in May, which is why a prorated refund was issued rather than a full refund.
  
  Should you have any further questions or require additional assistance,please do not hesitate to reach out.
  
  Best Regards,
  Voiply

• Initial Complaint

  Date:03/10/2025

  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.

  VoIPLy is false advertising 50% off of your ********** 3/7/25 Contacted VoIPLy. ***** with customer service. Notified them that after entering the promo code, I did not receive 50% off of my complete order. They notified me that I could only get 50% off two months of service and not off my complete order (Bundle with phone service and cordless phone)This is very deceiving. On the site, it states (Enter your email and receive 50% off your order).They need to correct their promo code to state that you get 50% off 2 months of service.

  Business Response

  Date: 03/17/2025

  Thank you for your feedback on the 50% off promotion. The discount applies specifically to the service fee, not to devices or bundles. While the promo code is shown on the order page, the discount is applied to the service cost rather than the hardware pricing. We've shared this with our Marketing Team, and they will work on improving the clarity of the promotion.
  

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *********** *****

• Initial Complaint

  Date:02/12/2025

  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.

  I signed up for annual number parking with Voiply on January 10, and paid the $25.33 annual fee for service. Yet on February 9, a second $25.33 charge appeared on my bank statement. This resulted in a negative balance on my checking account. I immediately contacted the company on Sunday to dispute the duplicate charge. The representative admitted over the phone, "You also mentioned you're paying an annual subscription. About that phone number, it's already paid." So I asked why if it was already paid, then I was charged a second time. He responded, "You're absolutely right. i'll have to forward it to our billing team." He assured me that I should expect an email from their billing team come Monday. Since it was only an authorization hold, I assumed they would simply decline the transaction. I even waited till Tuesday morning, yet never received any email from the billing team about cancelling the duplicate charge before it posted to my account. As a result the bank assessed a $36 overdraft fee on my account once the transaction cleared. Then to make matters worse, the company also proceeded to charge me $2.61 on February 10 and $7.83 on February 11 for my other four local phone numbers BEFORE they credited me the $25.33 that I was owed. As a result, the bank assessed an additional two overdraft fees, since my account was repeatedly overdrawn. So now I have three overdraft fees and a fraudulent $25.33 charge on my checking account. That is $133.33 that I am owed.

  Business Response

  Date: 02/14/2025

  Dear ******,

  We sincerely apologize for the frustration and inconvenience this situation has caused. There was a billing error on your annual subscription with Voiply, which we have immediately corrected and issued a refund of $25.33.Again, we are sorry for that mistake.

  Regarding your monthly charges, those were processed correctly as they were due.

  Your current Voiply subscriptions include three number parking subscriptions: one annual and two monthly.

  To further assist with any overdraft fees incurred due to the $25.33 charge, please provide a bank statement showing that the fees are directly related to Voiplys charge. We will carefully review it and determine how we can best assist in covering those costs.

  Thank you for your patience and understanding. Please let us know if you have any further concerns.

  Best regards,

  Voiply

• Initial Complaint

  Date:02/12/2025

  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.

  BUYER BEWARE!! Voiply's unlimited residential plan is not unlimited. If you use more than 500 minutes, they charge you 15 per minute. However, that is stated nowhere in their agreement. What is in their agreement is vague verbiage that allows them to charge you if they don't agree with your use of minutes.They are liars. Their unlimited plan is false advertising, as you are actually limited to 500 minutes. Which is ridiculously low! They will also saddle you with a bill they will not refund. Despite their shady business practices being called out.They should have a disclaimer, on the advertising, of how much unlimited really means to them and what happens if you go over their NON unlimited minutes. They should also refund their fraudulent fee charges.

  Business Response

  Date: 02/14/2025

  Hi *****,
  
  We understand your frustration and appreciate the opportunity to provide clarification. Voiplys Unlimited Residential Plan is designed for typical residential use, with a Fair Usage Policy in place to ensure high-quality service for all customers. To maintain fair usage and protect against potential fraud, we have established policies that help provide the best experience for everyone.
  
  These guidelines are outlined in our Terms of Service, which we encourage all customers to review. If usage significantly exceeds the average volume of other residential users, our automated systems may flag it for review. This policy is intended to prevent misuse and maintain service quality across our network.
  
  We sincerely apologize for any impact this has had on your service.
  
  Thank you,
  Voiply 

  Customer Answer

  Date: 02/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Nothing I stated in my complaint is incorrect. There is nowhere in your terms of contact that 500 minutes is the limit to your UNLIMITED plan or that you charge overage fees at .15 a minute. Customer's must be surprised by an extra draft from their account to find this information out. 500 minutes is ridiculously low. I am positive I use 5xs that much on my cell phone alone, because it has a truly unlimited plan. I choose Voiply for their "unlimited" plan. I was lied to as well as all their customers.

  I desire a change to your literature and advertising thar accurately reflects that you are NOT offering an Unlimited plan, the correct number of minutes you are offering, and how much overage charges will be per minute, so that there are no more hidden fees. I also request a refund of my monies that were drafted from my checking account without any prior warning (such as a bill) that I had gone over or that I was to be charged. 

  I will accept nothing less.
  
  Regards,
  
  ***** ******-*******

  Business Response

  Date: 02/25/2025

  Hi *****,
  
  Thank you for outlining the details of our Unlimited Residential Plan. To clarify,this plan is designed for standard residential use and operates under a Fair Usage Policy.
  While "unlimited" may suggest no restrictions, the plan is structured to meet typical residential needs. Usage limits help ensure network reliability and a fair experience for all customers.
  
  Thanks,
  **********************

  Customer Answer

  Date: 02/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not believe this company cares to resolve their unethical practice of misleading their customers, and they certainly do not care to refund me my overage fee monies. I believe we are at a stale-mate. Their customer service and care are deplorable.

  Thank you for trying to help.
  
  Regards,
  
  ***** ******-*******

• Initial Complaint

  Date:01/30/2025

  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 1/22/2025 I entered an agreement and was billed by voiply to port my decades old home phone over to voiply. After poor voiply service, I decided to cancel voiply and received a refund on 1/27/2025. On 1/29/2025, my decades old phone line went dead. Assuming voiply stole my home phone number, I called voiply. My suspicions were correct. Voiply had stolen my decades old ******* home phone line without an account number, my authorization, or a pin. This is illegal. INSTEAD OF FIGHTING VOIPLY AND KEEPING COMMUNICATION OPEN WITH MY FAMILY OVER THE DEATH IN THE FAMILY. I REOPENED AN ACCOUNT WITH **********************. I HAD NO CHOICE AT THEIR STRONG HOLD METHOD. I have had to call voiply 6 times today due to their poor customer service. The companies employees are incompetent. The last lady hung up on me. She said I will fix it and send you an email. I HAVE HEARD THAT 5 times before. She then hung up on me. Voiply is a Horrible cruel company and should not be permitted to do business in the ***. THIS IS NOT AN *****************

  Customer Answer

  Date: 01/31/2025

  D P <********************>
  Attachments
  Jan 30, 2025, 6:06 PM (14 hours ago)
  to me
  
  See attached emails validating my statements and their communication to cancel. Proof of refund and THEY DIDNT HAVE MY ACCOUNT NUMBER OR PIN.

  Business Response

  Date: 02/07/2025

  ******,
  
  I sincerely apologize for any confusion or frustration caused by the porting process. When you initially signed up for our *********************** your number was automatically submitted to our carrier. While we did request porting details, some carriers do not require an account number or PIN, which was the case for your number.
  
  After successfully porting your number you did want to continue using our service, which we reactivated. After some technical difficulties you then decided to cancel your account which we did. Your number remains active with Voiply and is fully portable to any provider of your choice.
  
  If you decide to continue with our service, we are happy to assist in any way possible. If you prefer to transfer your number elsewhere, you can initiate a port request with your new provider at any time.
  
  Thank you,
  Voiply

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  VOIPLY STOLE MY NUMBER. I PROVIDED PROOF TO THE BBB, VALIDATING MY ACCOUNT WAS TERMINATED. I RECEIVED A CREDIT CARD CREDIT FROM VOIPLY WHICH ended ANY FUTURE business. VOIPLY did not have my account number, portout pin or my permission to take my phone number. That is criminal. 

  This company illegally slammed my phone number forcing me to do business with them JUST TO SAVE MY NUMBER. 

  VOIPLY COMMITS CRIMINAL OFFENSES DOING BUSINESS IN THE **** 

  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:12/02/2024

  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 first tried to use VoiPLy to port my number on November 15, 2024. I am a *********** volunteer in ********** and needed to stop my service with ******* and port my number to an online service. I filled out the simple application and was told it would take ***** hours for my port request to update, which was fine. Then the request was rejected. I spoke to one of the customer service members who said that the PIN for my ******* account was incorrect. I thought I perhaps miswrote the PIN on my application, so I told them my PIN and the port request was resubmitted. Again, rejected. Then it was my account number that was wrong. (But why wouldn't they have told me that the first time?) Again, rejected. Then I came to find out you have to search for a "porting PIN" (why was that on in the original instructions?!) so I did that and resubmitted the request with a porting PIN. I felt 100% certain that everything was correct. But again, the request was rejected. Then a customer service *** says that I actually need to submit a customer service record (??) to submit the request. Again, this was never in the original directions, and I had already bothered ******* with all of this. I am now looking for another service. This company is dysfunctional.

  Business Response

  Date: 12/06/2024

  Dear *****,

  Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience caused during the number porting process. While the process is seamless in 98% of cases, occasionally, porting numbers from major carriers like ******* can encounter challenges. These carriers often require precise details and may reject requests for minor discrepancies.

  That said, I see that your number was successfully ported on December 3rd. If you experience any issues with your service or have additional concerns, please dont hesitate to reach out to our support team. Were here to help.

  Thank you for your patience and understanding.

  Best regards,
  The Voiply Team

   

  Customer Answer

  Date: 12/06/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:11/25/2024

  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 signed up to annual residential VoIP phone service from Voiply in August, 2024. The plan I signed up for includes unlimited local and long-distance calling (see first attachment) . I received a bill this month (November 2024) for $14.64 for "outgoing call minutes" (see second attachment). It seems that starting in October, Voiply began charging an extra fee of $0.015 per minute for outgoing monthly minutes over 500. ********* were not informed of this, and the terms of service make no mention of this charge in specific terms. When I protested this charge to Voiply, customer service representatives claimed that I had abused their service by using ***** outgoing minutes in the month of November. They based their claim on the terms of service as quoted from ******************************************** "13.1 Abuse of Unlimited Usage - The Customer agrees to use unlimited voice ..... provided the aggregate usage that falls within the range of similarly situated business customers. ********************** reserves the right to review usage of unlimited usage plans to ensure there is no abuse of such plans. Usage that substantially exceeds the average volume of its other usage plan customers is deemed abusive...... ********************** may terminate the Services .... if it determines, in its sole discretion, that the Customer is abusing of an unlimited usage plan. Further, Voiply may terminate the ********* service and/or charge additional fees if the ********* usage is considered abusive in the sole discretion of Voiply. Such additional fees shall be charged at the then current rate established by Voiply, of at least $.03 per minute for voice calls and/or $.05 per facsimile page. " Voiply makes no attempt to share statistics for what is considered normal use, and 500 minutes is a ridiculously low bar for abuse of an Unlimited plan. I have exhanged emails with Voiply asking for a refund, or at least to clearly state that their Unlimited residential service is actually very limited, but they were of no help.

  Business Response

  Date: 12/06/2024

  Dear *****,

  Thank you for sharing your feedback with us. Were sorry to hear that our service hasnt met your expectations. While we strive to offer unlimited minutes to our customers, we also have safeguards in place to prevent misuse of the system. Please know that were not implying misuse on your part, even with the ***** numbers used. These measures are simply in place to protect all our customers and our services.

  If youd like to proceed with canceling your account, please contact our support team, and well be happy to assist you through the cancellation process.

  We value your business and hope to continue serving you. However, if you decide otherwise, we wish you nothing but success moving forward.

  Best regards,
  The Voiply Team

  Customer Answer

  Date: 12/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Voiply has already made clear to me after I complained to them that they will charge me for outgoing minutes over 500. My complaint is that they made no such indication on their sales page where I bought my annual "Unlimited" plan. They made no indication that there is a 500 minute limit to the plan. Had I known this, I would not have bought it. Voiply has not addressed this complaint throughout our correspondence. It is an underhanded business practice and I should receive a refund, after which I will cancel my plan. A more upstanding company would have made this clear at the time of purchase, or at least stated in their Terms of Service how many minutes would be over the limit. Voiply has done neither, and it makes me upset.
  
  Regards,
  
  ******** *********

• Initial Complaint

  Date:11/07/2024

  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 moved three residential phone numbers from my Cable Provider to Voiply over a month ago. One is supposed to be voicemail only, and the other two are for true ************* I have sent them countless emails to get this straightened out, without success. Not having these services for this long has been and continues to be a hardship.

  Business Response

  Date: 11/12/2024

  Dear *****,
  We apologize for the challenges you've encountered in managing your accounts. Our team has been assisting you with both your parking and residential reactivation accounts. Those issues have been resolved. Additionally, we have applied a one-month billing adjustment.
  Please dont hesitate to reach out if there is anything more we can do to support you.
  Thank you,
  Voiply

  Customer Answer

  Date: 12/09/2024

  
  I'm sorry I did not respond within the allowed time-frame. It's not fair
  to the business. My dad has been having health issues that now require
  my attention. If you can add my response to the complaint it would be "I
  am happy with the outcome. It's just too bad it took a complaint to the
  BBB to get it resolved"
  
  Regards,
  
  *****
  

  
  

• Initial Complaint

  Date:10/28/2024

  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.

  Voiply claims to offer reliable service. After a few months, our service went down. The chat log agent just advised me to do a factory reset, with no awareness or interest in what their device's problem is. A phone is our emergency link, if we need police or fire. Having Voiply go offlineand not allow calls is just not acceptable. The agent did not even apologize, he just said 'oh, use our app from your phone...' - if I had a working cell phone, why would I need their app? I signed up and paid for a working ***** line over their voiply service. And they are failing to deliver the promised reliability. I asked for a way to comment on their service, and they refused. So I am left with having to complain to BBB, in the hopes they can improve their service, and th3eir customer service.

  Business Response

  Date: 10/29/2024

  Hello *****, 

  We apologize for the inconvenience and the experience you had with our customer service. We understand the importance of uptime for all of our customers and realize the representative didn't troubleshoot your device properly. Were glad to hear that your issue has been resolved.

  Thank you for your feedback, as it helps us continue to improve our team. 

  Voiply

• Initial Complaint

  Date:09/09/2024

  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.

  They made it impossible to cancel my account because they never registered my email address. I contacted customer service to cancel my account (see attached screenshot). Still, even after cancelling, this company charged my bank account TWICE. This is fraud.

  Business Response

  Date: 09/10/2024

  ***** ********** 

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for the inconvenience you encountered while signing up. After reviewing your account, we have confirmed that the email address we have on file is **********************

  We also wanted to inform you that while you may notice charges appearing on your card, no funds were transferred to us. These charges are likely authorizations that will clear from your card within a few days, and no action is needed on your part.

  We wish you the best of luck. 

  Thanks,

  Voiply