Ooma Wiped out my prepaid credits, did not respond properly to complaint and lied about the problem Palo Alto, California

31st of Oct, 2011 by User651432

Ooma wiped out my prepaid credits which I had paid for international calls, so even though I had a healthy balance in the account I was unable to make any international calls. Their website offered no solution in addressing this problem, so I emailed them and, as I had not had a response the following day. I phoned them. I was transferred from one department to the other before ending up with a support rep who kept putting me on hold (this call lasted over 45 minutes) while they "investigated". I was finally told that the credits had been used up in other calls which did not appear on the calls made section of my account on their website. I asked for the dates and numbers called of these phantom calls and was told that they would email me the information within the following five minutes. I asked that they be emailed to a different address than was on the account and was told o.k. The only email I got was a stock email confirming that my email address had been noted. On accessing my account online again the credits were shown correctly. I again emailed Ooma asking for the hidden call data they referred to. In response I received a reply stating stating that the problem was because I had not cleared my internet cache and had not enabled cookies. I had accessed my accounts from 3 different computers and 2 different isp's, and lets not forget that when I had tried to use their service over the phone had a message that I had no credits! When I responded that I did not like being lied to, they responded that they had been deleting unqualified credits from accounts and my credits were mistakenly deleted. If that was true, surely it was an admittance that they outright lied to me previously. Also theer was no explanation for their failure to follow through with the email promised. Bottom line is that they, at the best are totally incompetent ,and at the worst they are liars and not very good at that. Also, their customer service stinks. At least the phone company never denied me service or failed to respond promptly and professionally when there was an outage. If reliable phone service is important do not use Ooma.

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