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Updated by user May 17, 2019

I asked to delete a phone number because I was getting about 150 calls an hour to my VOIP Sonetel line. The company couldn't figure out where the calls were coming and we agreed the best thing to do was delete that number.

We then discussed the cancelation of the service or purchasing a new number.

I didn't authorize for a new number, wasn't sent an email with information for a new number either. They charged me for a yearly-contract and won't refund me or credit my account back, even though they were unable to provide an email with the new number informing me that they had proceed with giving me a new number.

Original review posted by user May 17, 2019

I asked to delete a phone number because I was getting about 150 calls an hour to my VOIP Sonetel line. The company couldn't figure out where the calls were coming and we agreed the best thing to do was delete that number.

We then discussed the cancelation of the service or purchasing a new number.

I didn't authorize for a new number, wasn't sent an email with information for a new number. They charged me for a yearly-contract and won't refund me or credit my account back, even though they were unable to provide an email with the new email.

Reason of review: Problems with payment.

Monetary Loss: $100.

Preferred solution: one-year credit to my account.

Sonetel Pros: Phone number choice.

Sonetel Cons: Billing, Cancellation, Refund policies.

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Sonetel

Dear Anne, I asked out customer service try to identify your account, and report back to me what went wrong. I received this update: "I think I got the account details.

I have attached the customer's email interaction with the Support team that happened last year. Customer has contacted us on February 1st 2018 saying they received 150 calls on their Sonetel number +183****09 and that they are being harassed by scammers. On the same day we have removed the number and refunded the monthly fee to their Sonetel prepaid account and requested them to purchase a new number. On March 6th 2018, customer has purchased a new number +183*****49 from IP address 73.**.**.150.

On May 10th, 2019 customer replied to our automatic low balance notification saying they were not aware that the account is still being charged. We never received a request for account cancellation. We offered a refund of the last month's fee and the case is still open." Please let us know if this description isn't correct in any way. We are naturally sorry that you received a lot of unsolicited calls.

We and our partners hold all numbers in quarantine to ensure they do not receive calls to avoid such issues - but once in a while there can still be a problem with some number. In such case we naturally offer a free replacement. Given the above summary from our customer service, I am not sure what we have done wrong.

Could you please clarify? Best regards, Henrik Thomรฉ CEO & Founder

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