Dormant account being debited $1.00/month ???

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Dormant account being debited $1.00/month ???

Postby tanny » 10/15/2019

Please REFUND the money you wrongfully debited.

First of all we had purchased (2) Voip-Unlock Credential Key from FTL awhile back.
We purchased the 2nd Voip phone number after we moved to different area code. However, we still want to keep our old Voip number, even though we may not use it as much, and we were TOLD by FTL awhile back, that the old VoIP number could not be removed anyway.

Now,
1./ I had tried to put $20 of World Credits on our new Voip number that we use, but when I checked the Voip phone accounts of mine and my husbands account it showed $27.46 of Credits on BOTH of our accounts, why ???

2./ Why is Fongo debiting an account that is "Dormant" when we had PAID for the whole Freephoneline Voip-Unlock in one shot ?

3./ Why are we getting emails from FONGO ?, since we only purchased VOIP-Unlock keys from "FREEPHONELINE.CA" ?

4./ Does Freephoneline have a Billing/Contact phone number to contact so we can straighten the below mess up.?


See below emails that Fongo sent me recently:

1st emaiL from Fongo: (Sept. 12, 2019)
Your account has been flagged as dormant due to inactivity. Dormant accounts are subject to World Credit expiry at a rate of $1.00/month until the World Credit balance reaches zero or you reactivate your account.

You currently have a World Credit balance of $27.46 and we’d hate to see it go to waste. Just log into your app and make a call to another number to reactivate your account. Without reactivation, your World Credit balance will soon be debited $1/month.

Thanks,

Team Fongo

----------------

2nd email from Fongo: (Sept. 19, 2019):
Your dormant account with World Credits has been debited by an amount of $1.00 and your new World Credit balance is $26.46.

We will continue debiting the World Credits on your account by $1.00/month until the World Credit balance reaches zero or you reactivate your account.

Just log into your app and make a call to another number to reactivate your account.

Thanks,

Team Fongo


_____________________
In summary, FTL should NOT debiting anything on our so-called "Dormant" account, and if that is the case then please CANCEL/REMOVE my older (613) area-code number, but STOP debiting our accounts. !

Respectfully.
tanny
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Re: Dormant account being debited $1.00/month ???

Postby tanny » 10/15/2019

Oh and BTW:
I just checked my Call Logs(see below) for our old (613)******* Voip number and yes it has been recently ACTIVE, since we used it to make and recieve a few calls in Oct, of 2019, so therefore it was NOT "dormant"
--------------------------------------------------
From: | To:
1613******* 14169516554 30:32 Oct 03, 2019 7:33:25 PM Oct 03, 2019 8:03:57 PM Normal call clearing Toronto ON $ 0.00
1613******* 15198193624 0:40 Oct 01, 2019 3:04:02 PM Oct 01, 2019 3:04:42 PM Normal call clearing Windsor ON $ 0.00
1613******* 15199661410 01:17 Oct 01, 2019 3:00:26 PM Oct 01, 2019 3:01:43 PM Normal call clearing Windsor ON $ 0.00
1613******* 15146907571 01:40 Oct 01, 2019 2:05:19 PM Oct 01, 2019 2:06:59 PM Normal call clearing Montréal QC $ 0.00"
...
---------------------------------------------------------

So what does FTL consider a "Dormant" voip account, 1 year, or 2 years, or 3 months, .... ?
I really don't understand any of this recent skrew up. We have NOT had any problems with Freephoneline for years, and we've ALWAYS paid ahead for any Long-Distance/World Credit uses,
but now all of sudden you try to ding me. ?

Also, if you have to, then simply MOVE any Word Credits from our (613)******* Free Voip account to our newer (226)******* free Voip number

For security reasons I'm not going to give our Free Voip numbers and/or our names on this insecure Forum.
So please tell us what to do now, who do we Contact, and how do we straighten this out ASAP. ?

Respectfully.
tanny
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Posts: 27
Joined: 02/16/2012
Location: Ontario, Canada
SIP Device Name: SPA2102
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Re: Dormant account being debited $1.00/month ???

Postby Liptonbrisk » 10/15/2019

tanny wrote:Please REFUND the money you wrongfully debited.


These are user to user support forums (also there's no free technical support for problems on the customers' end for Freephoneline; but this is a billing issue, so the lack of free technical support doesn't apply here: https://support.freephoneline.ca/hc/en-us).

Support staff is not obliged to respond on the forums, much less read them. You'd have to respond to support staff via the ticket you've already opened. If no one responds to your support ticket after 48 business hours, provide the ticket number in a private message to Fongo Support: ucp.php?i=pm&mode=compose&u=7852.

Alternatively, since this is a billing related issue, you might be able to call them as well: 647-847-1355 (option 2).


First of all we had purchased (2) Voip-Unlock Credential Key from FTL awhile back.


By the way, it's FreePhoneLine (FPL) and not FTL.


we were TOLD by FTL awhile back, that the old VoIP number could not be removed anyway.


That's correct: https://support.freephoneline.ca/hc/en- ... t-deleted-.


1./I had tried to put $20 of World Credits on our new Voip number that we use, but when I checked the Voip phone accounts of mine and my husbands account it showed $27.46 of Credits on BOTH of our accounts, why ???


I don't know because I don't have access to your accounts and can't view transaction history. Only support staff is able to answer this question.

Why is Fongo debiting an account that is "Dormant" when we had PAID for the whole Freephoneline Voip-Unlock in one shot ?


VoIP unlock keys are not exempt from the 90 day rule for World Credits:
visit https://support.freephoneline.ca/hc/en- ... ld-Credits.

VoIP unlock keys are, however, not subject to deletion due to inactivity: https://support.freephoneline.ca/hc/en- ... t-deleted-.


Why are we getting emails from FONGO ?, since we only purchased VOIP-Unlock keys from "FREEPHONELINE.CA" ?


Fibernetics is the parent company of Freephoneline and Fongo. Fongo support staff is responsible for Freephoneline support.
Technical support emails have come from Fongo email addresses since 2013, at least.


Does Freephoneline have a Billing/Contact phone number to contact so we can straighten the below mess up.?


647-847-1355
option 2
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
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Re: Dormant account being debited $1.00/month ???

Postby Liptonbrisk » 10/15/2019

tanny wrote:Oh and BTW:
I just checked my Call Logs(see below) for our old (613)******* Voip number and yes it has been recently ACTIVE, since we used it to make and recieve a few calls in Oct, of 2019, so therefore it was NOT "dormant"


Based on FPL's conditions, receiving calls doesn't matter. Making them does.


https://support.freephoneline.ca/hc/en- ... ld-Credits
"Expiry Of World Credits

Freephoneline Home Phone World Credits will never expire as long as you use your freephoneline account to place an outbound Call at least once every Ninety (90) days. Unlike the threshold for auto deletion, accounts that have purchased world credits are not subject to auto deletion. We do consider accounts with World Credits to be dormant if they have not been used in One Hundred Twenty (120) days.

Any account that has a credit balance and is considered dormant will have their world credit balance expire at a rate of $1.00 in world credits every Thirty (30) days.

To prevent world credits from expiring on your account keep the account active by logging into the website, connecting your ATA device, or placing a call at least once every Ninety (90) days. If your account becomes dormant can reactivate it by logging into the website or connecting your ATA device and placing a call."


used it to make and recieve a few calls in Oct, of 2019,



In the example you've given, provided your FPL phone number is the 613 number, FPL can't remove $1 from your world credits from that specific account starting October 1st (and they can't again, starting from October 3rd) for 90 days. The account was used to make outgoing calls on October 1st and October 3rd.


So what does FTL consider a "Dormant" voip account, 1 year, or 2 years, or 3 months, .... ?


90 days, with respect to losing $1 in World Credits every 30 days
Please visit https://support.freephoneline.ca/hc/en- ... ld-Credits.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
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