This afternoon I received another email and v-mail from Ooma, this time threatening imminent cancellation of my service for the exact same reason. Once again I checked my checking account and this morning Ooma had successfully taken money from my debit card.
I called customer service and was told over and over I needed to supply new credit card information. I over and over told the agent that I would not furnish new credit card information until she could explain to me what was wrong with the information I had. She stated several times that it was an issue with MY bank and that Ooma was unable to process the charges. I assured her that I had my bank account right in front of me and could verify that in both instances my payment went through with no problem. After having basically the same exchange three or four times I asked to be escalated to a supervisor. I was on hold for about 5 minutes and the same agent returned to the line to inform me the supervisor was on "other calls" and would not be able to handle my call. She then started to repeat the same information she had previously, so I finally just hung up.
I have been to my Ooma account online and looked at the billing history and it reflects no difficulty processing my payment. I have been to the Ooma billing section and verified that my credit card information is valid. What do I need to give you people to make these harassing phone calls stop?
Then check billing information is up to date, correct, and complete.
If all in order, call customer service back and ask them to clear up what must be an error on their side.
Send Ooma Moderator Bobby B a personal E-mail and see if he can intervene for you.
What do you see when you go to My Ooma, https://my.ooma.com/account/billing_history ?mtl1104 wrote:Three days later, two phone calls, two emails and a direct email to someone named "bobby b" and not only have I received NO response, Ooma has now billed my credit card TWICE for the month of September. All the while insisting my credit card info is invalid. Looks like this is a company that just takes the initial investment you give them and then completely ignores you.
When you send your E-mails to Ooma Support, do you include your Ooma phone number in the E-mail?
If you haven't included your Ooma phone number, fire off another E-mail, this time include your Ooma phone number.
You could always contact your credit card company and dispute the Ooma double charge.
You could seek help from the California Attorney General's office.
You could seek help with the California Better Business Bureau.
Don't think you need to take drastic measures. Just call customer service, give them a different card or the same card and make sure they say it is good. Once that is done, if there are any erroneous charges, then you can sort that out with Ooma customer service; they are always fair.mtl1104 wrote:Three days later, two phone calls, two emails and a direct email to someone named "bobby b" and not only have I received NO response, Ooma has now billed my credit card TWICE for the month of September. All the while insisting my credit card info is invalid. Looks like this is a company that just takes the initial investment you give them and then completely ignores you.