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Phone Power Refunds

Started by Johnny, April 09, 2014, 04:39:26 AM

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Johnny

Thought I would start a new thread concerning this topic.

I recently cancelled two separate accounts with Phone Power and have been waiting to hear from them.

I emailed them a few days ago and never got any response.  I also IM'ed their rep on dslreports to see if he/she could help with my refund issue.  Still no word from him/her.

Today I received two emails from Phone Power stating that the refunds were credited back to my card.

They were in fact credited back, only one slight problem, one refund was short $15.00.

So, I emailed their customer service again to find out why, not sure if or when I'll hear anything.

I wanted to post this to see if anyone else had issues getting refunds back from PP.

It shouldn't be this hard.

Both accounts I cancelled were well within their 30 day guarantee, so they should have credited my card the full amount I paid.  Unless I'm missing something.

I just wish someone from PP would explain all this.

I'll update if I hear anything.......

Johnny

Here's an update as promised.

I finally did get my refunds credited back to my card.

The reason the one refund was short $15.00 was supposedly because it was processed separately.

Why they would do that is beyond me.  No explanation given.

Anyways, all is good.  Just had to jump through a few hoops to get everything squared away.


KAura

Of course, now everyone would like to know why you cancelled?!
Well, most everyone, as I certainly can't speak for everyone.  At
least that is what I'm thinking, right or wrong.

Were you just trying out PP -- why two accounts?  Why did you
cancel with them.

They seem to me to be the most promising ITSP to me, so far.

I don't want to waste their time, or mine.

What can you tell me that will help me decide?

Johnny

Quote from: KAura on April 10, 2014, 08:21:51 AM
Of course, now everyone would like to know why you cancelled?!
Well, most everyone, as I certainly can't speak for everyone.  At
least that is what I'm thinking, right or wrong.

Were you just trying out PP -- why two accounts?  Why did you
cancel with them.

They seem to me to be the most promising ITSP to me, so far.

I don't want to waste their time, or mine.

What can you tell me that will help me decide?


Here's my thoughts and experiences with PP.  Hopefully it helps you decide.

1.  I loved their web site and how easy it was to navigate and understand everything involving your account.
2.  Call quality seemed fine to me.
3.  Price was excellent, although you are limited to using an Obi device and no others if you sign up for one of the Obi plans.  Makes perfect sense.
4.  They had all the most common type of features and more.  Very satisfied with all the features.
5.  Support was usually fast to respond although not always helpful.

So, why did I cancel two accounts?

I actually liked PP enough that I decided to sign up another family member thus having two accounts.

Without getting into too much detail, I had problems with sales/billing with the second account.

After a few emails and phone calls back and forth, I got that old familiar feeling in the pit of my stomach that something was just not right.

Let's just say that I expected more problems with billing in the future and I didn't want the hassle.

Decided then and there to cancel both accounts even though I was very satisfied with the service itself.

My advice to you would be this:  For the price they are charging Obi customers you really can't beat it.

My issues with billing may have been the exception to the rule and you may never have issues with them.

Give them a try.

You can always cancel if you don't like them. ;D


KAura

#4
yes, but after the first 30 days, per their TOS they
have a huge amount they don't return...

(will edit...  looking it up now [see below])


Contract Termination Fee of $99 or the
remainder of your contract amount,
whichever is less.

PLUS -- although I HAVE copied emails that state
that automatic renewal will happen yearly and
renewal will be for the SAME plan at the SAME rate...

their TOS states differently!


So, who to believe, CS or TOS??

KAura

7.1 Monthly Subscribers. Each Monthly Subscriber is on automatically renewing monthly terms billed on the anniversary of their service commencement.

7.2 Prepay Subscribers. A Prepay Subscriber pays upfront for a specified term ("Service Term"), including initial taxes and fees. The length of the Service Term is determined by the service package selected by the Subscriber during the sign-up or renewal process. If the Service Term is longer than twelve (12) months, additional taxes and fees will be charged after the initial twelve (12) months have passed. Following the initial Service Term, a Prepay Subscriber will automatically become a Monthly Subscriber.

7.3 Contract Subscribers. A Contract Subscriber is on either a twelve (12) month term or twenty-four (24) month term ("Contract Term") beginning on the day such Subscriber accepts the terms of this Agreement as provided above. The length of the Contract Term is determined by the service package selected by the Subscriber during the sign-up or renewal process. PhonePower.com provides a 30-day grace period during which penalties will not be assessed for terminating a new contract. Any Contract Subscriber who wishes to change or cancel their service plan during their Contract Term will be assessed a Contract Termination Fee of $99 or the remainder of your contract amount, whichever is less. Following the initial Contract Term, a Contract Subscriber will automatically become a Monthly Subscriber.

KAura

This, to me, is VERY confusing, and I have nothing in writing that
I believe overthrows their TOS...  so I have to go by the TOS.


THIS is what I see coming IF I am able to secure 24 months.

I pay for the first 2 years and am both a Contract Subscriber AND
a Prepay Subscriber.  After the 1st year I get billed all of the
"additional taxes and fees", and then I get an attitude,
talk to CS and complain to no avail and quit...

...I then get hit by a $99 cancellation fee and PP still tries to
get payment for the "additional taxes and fees" AFTER they
have also taken the $99 early termination fee.


I don't know if I can trust ANYBODY anymore!?

Johnny

Quote from: KAura on April 10, 2014, 10:34:38 AM
This, to me, is VERY confusing, and I have nothing in writing that
I believe overthrows their TOS...  so I have to go by the TOS.


THIS is what I see coming IF I am able to secure 24 months.

I pay for the first 2 years and am both a Contract Subscriber AND
a Prepay Subscriber.  After the 1st year I get billed all of the
"additional taxes and fees", and then I get an attitude,
talk to CS and complain to no avail and quit...

...I then get hit by a $99 cancellation fee and PP still tries to
get payment for the "additional taxes and fees" AFTER they
have also taken the $99 early termination fee.


I don't know if I can trust ANYBODY anymore!?

This is one of the reasons why I cancelled two accounts.  I felt as though I couldn't trust their billing.

Something in my gut told me to run.

So I did.....................

nitzan

Quote from: KAura on April 10, 2014, 10:34:38 AMI don't know if I can trust ANYBODY anymore!?
I get sad when I read stuff like this. The entire reason why I started Future Nine 6 years ago was exactly because I got pissed off at ITSPs like Vonage and ViaTalk charging tons of junk fees on top of the advertised price. (that- and the horrible attitude I got from ViaTalk support when I was a customer, back then). I figured there's a better way to do things, and here we are today.

There are honest, good ITSPs out there. Don't let the scammers discourage you. Some honest ones: CallCentric, Voip.MS, CallWithUs, and of course Future Nine!
Nitzan Kon, CEO
Future Nine Corporation
http://www.future-nine.com/

KAura

It's really getting down to the wire...
will have to choose somebody soon
if I still want long distance.

Thing is, I do have a landline avail
and all I need to do is have every-
body I call call me back.

Kinda' sad, but I'm in the sticks
and really didn't want to pay for
the phone I do have, but it is NOW
part of the package, and there is a
monopoly out here.

AND they've capped internet so
only those who already have it
can keep it and nobody else can
get it -- and there are NO cell sigs
either.


I'm not complaining, I love it out
here in the national forest, but it
seems that somewhere I stepped
off of the earth, and Obi is all that
I need to initiate a callback.

KAura

What really gets me is all the approved
ITSP's seem to be having trouble...

there isn't a "super" solid company that
somebody doesn't find fault with, and
that is sad.


Sad that companies are what they are,
sad that certain "double taxation" fees
are mandatory, sad that customers are
very picky...

Seems that if you don't want to become
a pin cushion, then don't get yourself
approved as an approved ITSP, imo.


But all of the hidden fees...  THAT is what
I have trouble with the most, and refunds...

If I get an account with Bluehost, for example,
AND I sign up for 2 to 4 years...  if I cancel for
any reason prior to my end of contract, I get
a flat unadulterated prorated return free from
greedy manipulation...

and that, my friendly ITSP's seems to be the
main problem...  penalizing the customer for
even choosing you to begin with...  it wasn't
your money, it wasn't your decision to spend...

creating "parting woes" is just burning a bridge,
so that customer will NEVER return.


P.S. Yes, I saw that... nitzan...  I wish you well,
now that Future9 is now on the chopping/review
block.

Taoman

Quote from: KAura on April 10, 2014, 10:34:38 AM
This, to me, is VERY confusing, and I have nothing in writing that
I believe overthrows their TOS...  so I have to go by the TOS.

I have the exact same question you have regarding Phonepower and renewing your plan. I subscribed to the Obi "lite" plan for $34.99. So far I'm very impressed and at this point would renew at the same price point in a year if I could. However, when I go into Modify Services in the PP web portal to look at my plan it says "This rate plan is not currently eligible for renewal."  Say what? It is supposed to be renewable. One of the requirements to become an Obihai "Approved Service Provider" is that the plan be renewable at the same price point.
Here is a post from a PhonePower employee at DSLreports on this issue:

Quote from: PhonePower repOur deal with being listed on Obihai's Service Provider page is that #1 all taxes/fees be included in our advertised price, and #2 that it renews at the same price.
I won't promise we'll offer these prices on the ObiTalk page forever, but the rate you sign up at is the rate you renew at.
For the person asking where our servers are located, we run three POP's, two on the west coats and one on the east coast. Full geo-redundancy, and allows us to have you home to the closest pop based on your location.
http://www.dslreports.com/forum/r29108840-Phone-Power-jumping-in-

So it sure seems to me that the PhonePower "Obi" plans "should" be renewable at the same price point. But that currently does not seem to be the case.

Anyone have any insight on this issue?

KAura

sure...

That reason you cannot renew is you are
not close enough to your renewal date :P