Canceling ViaTalk

[rekerdguy]

Is there any way to cancel my service online? I don't feel like devoting an hour or more on the phone, especially since my experience to date is spotty with the phone reps.

[Juneappal]

Ditto. I feel like I have tried everything, waited forever, pm'ed the resident support guy (at his request) and still have no information about what is going on. I would be willing to wait a little more, if there were an end in sight, and I knew I would not lose my phone number. So far, that doesn't seem possible.

I know I can contest charges, but that won't prevent them from sending me an adapter 3 weeks from now that I will then have to send back.

[Offshore Dude]

Spam advertisement deleted.

[Juneappal]

Dear OffShoreDude:

Please go offshore and take your 13 identical referral spam postings with you.

Others: To complain about this spam, copy his link into the VIOP.com comment form

http://www.voip.com/contact_us.aspx

[rekerdguy]

I finally just submitted a ticket (actually two) to cancel. The last straw was when I called to cancel, I got a message saying "phone support is not available at this time" even though it was well within their listed hours of operation. Shades of SunRocket started dancing in my head.

I really like the feature set that ViaTalk has put together and maybe I'll consider them again of they're still around a year from now. Unfortunately, they're just not ready today. Best of luck to ViaTalk and to all of you that stick it out.

[bilcor]

rekerdguy,
I tried to cancel my service with a message sent on Wednesday but the order was billed on Friday and my credit card was charged. I don't think they are reading any of the customer support emails yet...

[m1a1abrams]

Personal information removed.

[Juneappal]

He can run but he cant hide!!! Lets all fill his mailbox up with our thoughts and maybe something will get done that way.

I would think that "filling up his mailbox" would have no positive effect. One or two thoughtful letters with proactive ideas that can still be implemented at this point might, but flooding him with letters that say "Make it work, jerk" can do nothing but waste his time that he should be spending on his customers.

[waldeje]

They say in their Website FAQs that you can cancel by calling customer support (HA!) or by opening a ticket online. I opened a ticket formally requesting cancellation. I included a jpg image of the number porting LOA I had faxed to them on 7/25/07 with a big "RECINDED and VOID" printed across the face. Although they have already charged my card, I will fight that until I am blue in the face because they could not deliver in a time frame anywhere near what they say is the "NORMAL" 3 to 5 days. I cancelled after 14 days. I warned them (via a ticket) after 11 days that I would cancel if I didn't hear from them. I didn't hear from them so I cancelled...

Good Luck!

[jokeworm]

Good for you :)

Its the only way to handle it.
Dispute with credit card company .. much easier and less hassle.
You have all the proof you need.

[jestep]

Got through to CSR and canceled. I was told I would get an email in a few.... That was about 2 hours ago...

[stiefelmann]

What is CSR? because I also want to cancel.

[KLH]

What is CSR? because I also want to cancel.

Customer Service. You will have to call the toll free support number to cancel in a timely manner.

[jestep]

So to add to my original, I called and canceled today message!!! They charged me tonight!!!!

Call in and get through to someone, cancel, and boy fast charging then!!!

Disputed

[seveets]

https://support.viatalk.com/billing/order_status/cancelaccount.php

[sysjes]

Try this:
https://support.viatalk.com/billing/order_status/cancelaccount.php

[sysjes]

Hello,

In an effort to better serve our customers, and due to the huge influx of support requests we have received in the past two weeks, we are sending out certain responses to tickets based upon their expected content in hopes of offering quicker responses than would otherwise be available.

Due to the subject, our system is assuming this ticket is in regards to the cancellation of a ViaTalk account.

To help facilitate this request in a quick and easy manner, and at the same time provide confirmation to you that the request has been carried out, we have provided the following order status page for your convenience, which has the ability to change the status of the order instantly.

https://support.viatalk.com/billing/order_status/cancelaccount.php

Any cancellations made via this method can be confirmed immediately, and any necessary refunds or adjustments will be made as soon as possible, typically within 24-48 hours.

-Alex

Please Rate This Response, Your Feedback Is Appreciated:
http://feedback.viatalk.com/fillsurvey.php?sid=13


from a ticket I opened with billing or was it sales...

[jestep]

https://support.viatalk.com/billing/order_status/cancelaccount.php

Interesting....

They should have this posted on their website.

I tried this and got:
"Your account has been cancelled. Your confirmation number is 56640 If your equipment has been shipped, a $50 hold will be taken out of your refund which will be refunded once the equipment is returned to us. Please return equipment to:

ViaTalk Returns
5 Corporate Drive
Clifton Park, NY
12065
"

So, hopefully it is now canceled and refunded. Still a shady way to do business if you ask me. No movement for 3 weeks and when I finally do talk to someone to cancel I get charged? Pretty convenient timing.

[Juneappal]

FWIW - a 50 dollar hold is not the same as a 50 dollar charge. A hold means they inform the credit card co that they might charge you later - The ccco will then reserve that $50 without actually charging you - effectively lowering your credit limit for other purchases until the hold is released. Same thing happens when you rent a car - before you return it, there is no charge, just a notice of intent to charge that lowers your credit limit by the amount of the security deposit.
Since they say the hold will be taken out of the refund, though, it may be that they are actually not returning that portion of the refund, rather than just placing a hold.

FWIW. Apparently IW almost nothing.

[m1a1abrams]

Good for you :)

Its the only way to handle it.
Dispute with credit card company .. much easier and less hassle.
You have all the proof you need.


Guys-

VT has received so many CANCELLATIONS that they have now set up a back door to cancel. It does not appear on there regular website. Here is the e-mail that I received today:

Hello,

In an effort to better serve our customers, and due to the huge influx of support requests we have received in the past two weeks, we are sending out certain responses to tickets based upon their expected content in hopes of offering quicker responses than would otherwise be available.

Due to the subject, our system is assuming this ticket is in regards to the cancellation of a ViaTalk account.

To help facilitate this request in a quick and easy manner, and at the same time provide confirmation to you that the request has been carried out, we have provided the following order status page for your convenience, which has the ability to change the status of the order instantly.

https://support.viatalk.com/billing/order_status/cancelaccount.php

Any cancellations made via this method can be confirmed immediately, and any necessary refunds or adjustments will be made as soon as possible, typically within 24-48 hours.

-Alex

I went to this link and put in my name and then it asks for the last 4 of your card # that you used to subscribe. It then cancels you and gives you a confirmation #.

[jestep]

FWIW - a 50 dollar hold is not the same as a 50 dollar charge. A hold means they inform the credit card co that they might charge you later - The ccco will then reserve that $50 without actually charging you - effectively lowering your credit limit for other purchases until the hold is released. Same thing happens when you rent a car - before you return it, there is no charge, just a notice of intent to charge that lowers your credit limit by the amount of the security deposit.
Since they say the hold will be taken out of the refund, though, it may be that they are actually not returning that portion of the refund, rather than just placing a hold.

FWIW. Apparently IW almost nothing.

I am totally aware of that, but in my situation they already have the hold on my $200+ dollars. I certainly hope they cancel before those charges get submitted...

[slee_us]

Talk about frustration. I have just signed up a couple weeks ago but didn't use until my number got ported yesterday. Worked fine after the ported yesterday. But this morning, I tried to use the phone, no dial tone and my internet works fine. So, I called support around @8am, caller 61. On hold for 3 hours (around 11am) and finally got to caller number 3, 2, 3, 2,1,2,1,3,2,3,1,2,1,2,1, then it said no more phone service and hung up on me. I don't understand I can go from next in line to 3 in line back to next in line back 2nd in line.......
Now, after 12 hours. I still don't have phone service. I didn't see any news about the service being down posted on the website.
Well, my trouble is. I just went thru the hassle to do this and I have to switch back. It is the hassle more than the money that I don't like.
Right now, I don't know what I am going to do yet except maybe kick myself in the behind for signing up internet phone.

[jestep]

Order Placed 2007-07-18 16:27:30

Ticket opened on 7/24 CANCELING THE ORDER
Another Ticket opened on 8/1 CANCELING THE ORDER at 10:05 AM (While waiting on hold)
8/1 Got through Canceled VIA PHONE at 11:30 AM

Invoice Billed 2007-08-01 21:51:08

Number Acquired 2007-08-01 21:54:51

NOTHING SHIPPED..... STILL AS OF TODAY

Canceled Via Web Site 8/2, and 8/3 because it let me multiple times.
"
Cancel Account
Your account has been cancelled. Your confirmation number is 56640 If your equipment has been shipped, a $50 hold will be taken out of your refund which will be refunded once the equipment is returned to us. Please return equipment to:

ViaTalk Returns
5 Corporate Drive
Clifton Park, NY
12065

"

So, let's see if this is deleted from here as this is my current proof!

Oh, and by the way VT, Canceled has only 1 L

[jestep]

Forgot to say the first time I canceled via the website and then I went back and tried again I get, "We could not find an account with the information you entered."

But, it allows it a while later... Hmmmm... Are they reactivating canceled accounts because they charged them already?

[jestep]

Oh, how nice, they actually settled my charges. So, now I am actually out that money... Oh no, I will dispute ;-)

Terrible Business practices :mad:

[jeff5591]

I ordered service on 8/4/07.I read the postings waited till today 8/7/07.I am former SR.and not waiting to get stiffed again.I went on line and canceled.I am supposed to have service with Teleblend.They are finally getting their Ducks in a row. maybe I will just wait them out,while I do a lot more research this time. $39.99/month for RR phone is too much. There must be something out their.