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:11/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for an annual subscription ending Dec. 26 2023 that includes unlimited calls in the USA and unlimited calls to landline in 50+ countries.
  VOIPLY decided to change the terms in the middle of the subscription and charge $0.06 per minute on international calls that were supposed to be free (included in subscription).
  I called the company, talked to an agent and a supervisor. They acknowledge changing the terms blaming change in their cost by international carriers but only offered an apology.
  btw, I believe they were just lying. The company uses VOIP so their calls are router through the internet, not international carriers. It's legitimate to offer service for any price, but not to do so in the middle of the subscription.

  Business Response

  Date: 11/29/2023

  **** *****

  Thank you for taking the time to share your concerns about our international calling rates. We understand that changes in pricing can be a source of frustration.

  First, we want to address your concern about us lying about these rate changes. We can confirm that this is not the case. Here is exactly what happened:
  Like any telecommunications company, we have termination carriers. Our international termination carriers made changes to their rates. These rates are beyond our control, and when they change, we must adjust our own rates accordingly to continue providing our services.

  We apologize that this is affecting you and thank you for being a valued customer.

  Sincerely, 
  Voiply

  Customer Answer

  Date: 11/30/2023

  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.
  
  The business sold me a service for one year. Claiming that their costs have changed does not release them from the service they sold, even if it causes them to lose money. Therefore I demand they provide the service for the entire period of the subscription, including an extension for the time they refrained from providing it
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** *****

  Customer Answer

  Date: 01/05/2024

  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 is ignoring the contract violation I complained about: a prepaid service of one year that comprises phone line with unlimited free calls in USA and unlimited free international calling to phone lines.
  In the middle of this contract, VOIPLY started charging for the international calls that were prepaid.

  So the only acceptable resolution, independent of what I decide to do in the future, is to get free international calls for the number of months between the time they started charging till the end of my contract. 
  To further clarify this request, I will take back my demand if VOIPLY can provide any proof that before signing up for their service they indicated conditions that might terminate the free calls in the middle of the annual service. 
  
  
  
  
  Regards,
  
  
  
  **** *****

• Initial Complaint

  Date:09/21/2023

  Type:Customer Service 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 am constantly receiving spam calls to my Voiply number that I specified as being unlisted. When I get such a call, I try to add the number to my Block Callers list on the Voiply website. However, it is the third day now that I have tried to add numbers and they do not appear in the list. I have reported this problem over and over, but I am seeing no changes for the better; the situation remains dysfunctional and I am no longer confident that my wishes are being honored. If this is the best they can do, I have to start looking for another provider. I should not be needing to call Customer Service over and over with such frequency if I'm a paying customer and expect adequate service. I have a hard time believing an unlisted number would be so easy for spammers to obtain. I am complaining in the hopes that something constructive will be done; I have not seen evidence of that so far.

  Business Response

  Date: 09/29/2023

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

  
  We apologize for the inconvenience you experienced with our call blocking feature. Our team of developers have thoroughly investigated the issue and are pleased to confirm that it has been successfully resolved. We also verified with you and are glad to know that everything is functioning as expected now.

  
  Thank you for your patience and understanding throughout this process.

  
  Best Regards,
  

  Voiply

• Initial Complaint

  Date:09/12/2023

  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.

  My phone service stopped working with VOIPLY in July 2023, and after about 2 weeks of troubleshooting they were unable to resolve the issue. Because I need phone service, I elected to have my number ported to a different provider. The provider is Spectrum. Spectrum has attempted to port my number over since August 8, 2023, with no success. With multiple attempts to work with VOIPLY to resolve the issues, VOIPLY keeps stating that Spectrum must work with their third-party provider which is TON 80. Spectrum has attempted multiple times to get in touch with TON 80 to get the number ported and is not able to reach anyone. I personally have contacted VOIPLY multiple times trying to get a contact at TON 80 so my number can be ported and VOIPLY’s response has been that Spectrum needs to work with TON 80 and has not provided any support to resolve. VOIPLY is essentially holding customers hostage that want to port their number to a different provider. I need help in getting the issue resolved so my phone number can be ported to a different provider.

  Business Response

  Date: 09/19/2023

  ****** 

  First I want to apologize for all the confusion with the carriers. As a cusomter this is something you shouldn't have had to deal with. When you and I spoke on the phone I explained why this happened and we discussed you keeping your service with Voiply. After sending you our Voiply Shield, your service started to work again. Sorry again for all the confusion and we are happy to have you as a customer. 

  Thanks, 

  ****

  Customer Answer

  Date: 09/21/2023

  [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:07/12/2023

  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.

  I purchased a phone plan with them. My first order was to ship express to my old address so I might have it before I moved to my now address. That didn't happen so they did finally send an adapter to me but not my phone to go with. Ok so I bought a phone to use. I do not get a signal where I live and want to send it back for a refund. They are telling me the adapter was free Andi can keep the phone. Well as I said no phone. I spent 154.00 on this crap. And they pretty much said tough sxxt. I want to let people know they are a rip off. And would like my money back. I am a senior on fixed income so I don't have money to lose.

  Business Response

  Date: 07/13/2023

  ***** 
  
  Firstly, we sincerely apologize for any inconvenience our service may have caused you. We value your feedback and are committed to improving your experience with us.
  
  As per our records, your order was placed on June 7, 2023. We processed and shipped your order promptly the next day, June 8, 2023. You opted for a 2-day shipping service. The package was delivered to an empty residence in North Myrtle Beach, SC, on Monday, June 12, 2023. Unfortunately, no return to sender was initiated for the undelivered package, resulting in it being lost.
  
  When you contacted us again on June 20th, we immediately sent you another Voiply adapter free of charge to your new address to rectify the situation. Today, on July 13th, we received your request to return the device and obtain a refund.
  
  While we understand your frustration, the initial delivery issue was beyond our control. Despite this, we have tried to compensate by providing two free devices.
  
  We appreciate your understanding in this matter and are always here to assist you further should you need it.
  
  Best Regards, 
  Voiply

  Customer Answer

  Date: 07/15/2023

  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:12/12/2022

  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 requested that Voiply port over my phone number from consumer cellular. That was 7 weeks ago. They promise 7-10 days. I still have no phone; they have my cell number, but wont keep me posted on progress; always have an excuse. They are no help at all and should not be allowed to do this. I am 68 years old and they want me to change my computer to do something, I dont know and they wont help. I want my $ back that I paid them.

  Business Response

  Date: 12/14/2022

  Hi ****, 
  
  First, we want to apologize for the hassle you went through trying to port your number over to us.  
  
  When it comes to porting there are many factors that come into play to ensure we hit 7-10 days. Unfortunately for your number it started with Consumer Cellular but ended with Cingular who was the real carrier of your number. This does happen from time to time and again we’re sorry this happened to you. From a customer’s standpoint your number should just port. We agree, but sometimes these issues do happen and cause major delays. 
  
  We have cancelled your service and your eligible for money back guarantee. Please ship the device back to us and we’ll refund your account. 
  
  Regards, 
  

  Voiply Customer Success

  
  

• Initial Complaint

  Date:10/06/2022

  Type:Customer Service 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.

  The mobile phone that I use is on a family plan. I don't pay for using its service. I looked into a communications provider, preferably a government benefits provider, and I believe that is where I found Voiply, but I'm not sure anymore since I get mixed up with all kinds of stuff over the internet. But I bet the BBB has the know about a all kinds of things in cyberspace. I hope so. Anyway, I am leaving the service I am now using and that is why I was looking for another phone company. Well it did not work out with VOIpLY because the features provided by Voiply turned out too complicated AND messy. Maybe because of the mountain of features that came with the software and too boot no written instructions were provided. One had to call on an Voiply agent via the internet for that kind of exercise and I don't like it. When I saw the device that is used for making calls, it was a 3x4 plastic device to be plugged in the back of my moldem. Easy enough but it won't work. I paid over $20 for this experience. What's more...hear this! If I don't follow Voiply instructions about canceling and sending back the device I will be charged $30 for being stupid. And I never saw this coming. Here is what Voiply said:
  • Securely pack the items in a box
  • Use the address listed below and affix the
  appropriate amount of postage.
  • Ship package from the nearest post office
  or shipping company of your choice.
  I protested! I told Voiply send me a shipping label. That is where we stand and I will not spend more time and money on a hinky device and it seems to me that is only the way Voilply makes any profit if at all. I refuse to be bullied.

  Customer Answer

  Date: 10/12/2022

  The cancellation request was submitted to the Better Business Bureau. Don’t you people mind your own business? You say: we  “sent out the adapter for free shipping.” What does that mean? Maybe you mean to say that when I received your device for connecting pieces of equipment, you sent your product to me FOR FREE! That is good for you. You get money for a piece of equipment and I get to keep the doggone thing for use for nothing. You say I paid for your shipment to me of the device you want to profit from. I gave you money to pay for the device. But the device is not perfect owing to my modem, ISP, what else? I don’t have time to fool around with products that will not work well at first use, especially when written instructions were not included with the package. You wanted me to go via the internet to ask for instructions. That’s another thing. I don’t have time for this tomfoolery. The device surely must belong to me. I gave you money for it. You sent it to me FOR FREE as you say. I was not able to use it. Either I’m stuck with a device I can’t use, or you give me a label to send it back to you.
  
  But I don’t like having trash or useless articles taking up space in my office. Yesterday, your precious device was sent back to you courtesy of ME because I think you need help as a star-up venture. Good luck. Make no more excuses for not giving me a refund of the money I gave you.
  
  

  Customer Answer

  Date: 10/17/2022

  ** *****: I doubt we will ever hear from this company. I sent that device to them early last week from the post office. I informed them right away and I have yet to hear from them. I asked them to give me a refund as soon as possible. I paid for the postage to send back the device back to them because I just want to get things out of the way that need closure. What should I do now? THey are not listening to me.

  Business Response

  Date: 10/17/2022

  Hello ****, 
  
  We’re sorry to hear there been confusion since signing up with our service. Our 30 day money back guarantee does require the device be sent back to us. This device cost the company money and we’re offering it to our customers for free. In return we need that device sent back for us to refund you. 
  
  Thank you for understanding. 
  
  Voiply