ViaTalk lacks integrity

[TSull]

Although stated in Oct 06 that the change in the TOS only affected new customers, they have changed their interpretation.

Instead of honoring the TOS in place when many signed up for a long term pre-paid plan, they are now charging fees during the (no longer) 'Free' year.

If they get away with this, what will be the next stunt they try?

I can no longer recommend them as a VOIP provider.:(

[samej71]

As much as I was pro-VT over the last year, I'm starting to sour on VT as well. I spent 45 minutes on hold to ask about the invoice I received yesterday at 4:45pm, the payment notice I received today at 9:30am, and the suspension notice (5 days overdue) I received at 10:00am.

I first asked why I was getting the $2.50 fee, when I signed up for two years (b1+g1) in July 2006. I said I thought existing users were grandfathered in until their next renewal. As I've read other posts in these forums and in the DSL forums, I know I'm not the only one who was told that. She said that the "free" year wasn't covered. Since it's now October (and we purchased in July) it seems like it's more than that. It seems like VT changed their mind in the middle of our contract, which I view as unethical. I'll let someone else debate the legality of it.

I also questioned her about receiving the invoice yesterday afternoon, and getting a "5 days late, account will be suspended" email today. Hmm. Unless it's some kind of dog-time or something, there's only one day difference between yesterday and today. She said the contents of the message aren't important and I just need to pay the $2.50. I suggested they update the message so it's sending out the correct information, and she basically had no intention of even passing that info on the to the department responsible for that. You would think, with hold times what they are they would want to REDUCE the amount of calls they receive. Sending out incorrect emails certainly isn't going to help.

So, I feel slighted by this $2.50 charge we're now getting that isn't what we agreed to (it should start July 2008 for me). The fact that customer support is unwilling to pass on problems with their billing system is also disenfranchising.

I've referred two people to VT, and I'll probably stick out the remainder of my free year but my wife and I are certainly going to look at other VoIP providers and switch if we find one that will keep their word.

I found a problem with their referral system (they had a bug that would drop the referral code before the order was finalized). People that had legitimate referrals were not getting the credit, and when they called to complain they were told "too bad, the order is final and you won't get the credit." I opened a support ticket, explaining in detail how to recreate the bug and where the bug was occurring in the process on June 18th -- over FOUR months ago. It's still open and unresolved.

I don't care how many features you have or what you charge. If you're not honest, it's not worth it.

--James