Unitel VoiceReviews of unitelvoice.com

Response from Unitel Voice· Apr 15, 2020

Hi Emma, I just saw your review and wanted to respond to assure you that you do not have to worry about disputing your charge. I will personally make sure you are refunded first thing tomorrow morning. Also, I want to apologize for the poor experience you described. You are absolutely right. Canceling service should not be painful and it's not supposed to be with us. I have already emailed our customer service manager to look into what went wrong on our end so this doesn't happen again. We've been in business for nearly 10 years and we've learned that one of the dumbest things you can do as a company is to shoot yourself in the foot by ticking off a happy customer who is simply trying to cancel. In fact, a huge part of our growth is return customers who have canceled and then come back when they have a new business, so upsetting entrepreneurs like yourself on their way out is something we try to void at all costs. The way our cancelation process is supposed to work is if you tell us you want to cancel, we send you a confirmation email and you simply reply to confirm. The reason we send a cancelation email to the account owner requesting them to confirm is when you cancel your service your business number goes dead and returns to the spare pool where another company could snap it up. In the past, we've had people call us to cancel an account where the account owner was not aware of the request and when the business line went dead it caused a major disruption. So, in order to protect our customers, we require the account owner to confirm the cancelation via the email they signed up with. Now with that said, we are supposed to have safeguards in place that prevent your account from ever being charged if you say you want to cancel even if you don't confirm. We understand that sometimes people miss emails or forget to respond. Our support team is supposed to be proactive about following up and that appears to be where we failed here. In any case, we thank you for your business and for bringing your experience to our attention -- your feedback will help us improve our process so we do not do this to another customer. Please look for our email tomorrow confirming your refund and if you have any questions, concerns, or further feedback you can contact me directly at gregr[at]unitelvoice.com. Even though we blew it with you on your way out, if you're ever interested in using our service again, please reach out and I'll make sure you are taken care of. Sincerely, Greg Roth Head of Marketing UniTel Voice

Response from Unitel Voice· Mar 18, 2019

Hi Adrianna, On behalf of our whole team here at UniTel Voice, we want to apologize for dropping the ball and not canceling your account back in January when you called to update your credit card. There's nothing more irritating than being charged after you think you've canceled a service. When I saw your review I contacted our support team leader to see what happened. For some reason, we had no record of the request to cancel. We’re looking into where this communication broke down to avoid similar events with other customers. I saw that when you called to let us know we screwed up, our support team corrected the mistake and refunded your card. If there’s anything else we can do to remedy the situation, please contact me directly at gregr[at]unitelvoice.com and I’ll make sure we take care of it. We truly appreciate your feedback so we can work to improve our process. Sorry for the inconvenience. Sincerely, Greg Roth Head of Marketing UniTel Voice