Fongo Community Forums

Subscribed to 1 year of Canada Texting 5 days ago and it has not been activated.
I get "You are trying to text message a phone number that is not covered by your text messaging package" error message. I've subscribed to Fongo SMS for years and never had this problem.
I've had no response from Fongo support. Ticket# is 672965

https://status.fongo.com/

“Support System

Status of support.fongo.com (replying to support requests)

Degraded Performance”

Ticket responses can take up to a week or more. They don’t respond to ticket requests on weekends and holidays.

Here’s the complaint escalation process: https://support.fongo.com/hc/en-us/arti ... -complaint

Ok, thanks for the response.

Fongo support responded shortly after I posted here with a single email with some questions, which was almost 1 week after I contacted them, then nothing else. No resolution and no further response for 3 days.

Again, each response takes awhile, and they don’t work over the weekend.
There’s nothing volunteer mods or users here can do about it because we don’t work for Fongo,
and this is a user-to-user support forum.

https://support.fongo.com/hc/en-us/arti ... -complaint

As mentioned in that link, CCTS is an option.

I didn't mean to imply that volunteer mods or users could or should be doing anything.
I think it might be useful for other users to know the abysmal state of Fongo's customer service. I've never experienced anything like it in my life.
The last communication I received from Fongo seemed to suggest that they had solved the problem(they haven't).

Based on your postings, you paid Fongo in good faith. You're a paying customer.
If this situation were happening to me (and provided I'm using the official app), frankly, I would strongly consider filing a complaint with CCTS: https://www.ccts-cprst.ca/for-consumers ... aint-form/. Well over a week has passed since the initial contact was made.

I could see a potential issue where someone has installed an app from an unofficial source and had payment not work properly (or even worse, had payment end up somewhere else). Otherwise, I can't say I wouldn't find this situation disconcerting as well.

https://support.fongo.com/hc/en-us/arti ... ngo-Mobile

"App Downloaded From Wrong App Marketplace

If you have downloaded the app from an App Marketplace other than the one specific to your device, this will lead to an account suspension. It is against the terms of service to use a side-loaded version of any Fongo app.

Please ensure that you get Fongo apps from the correct marketplace:

Amazon App Store - All owners of Kindle Fire devices
Google Play - Any Android device with Google Play services installed
Apple Appstore - Any iOS, iPadOS, or MacOS device
Huawei AppGallery - An additional option for Huawei devices
Samsung Galaxy App Store - An additional option for Samsung devices"

Hey, thanks for the reply. I just saw it.
Ultimately, Fongo support responded a couple of times but didn't resolve the issue and stopped responding.
I purchased a Global Messaging subscription which *did* work, and requested a refund for the Canada Messaging subscription.
Google refused to refund the app without explanation, and I filed a complaint with my credit card company which resulted in Google reversing their decision and issuing a refund hours later.
It doesn't end there though!
The Google refund triggered Fongo to suspend my account entirely. I can use the Global Messaging subscription I purchased or use Fongo whatsoever.
The message that accompanied the suspension said that the refund meant the my account had to be suspended until a Fongo representative reviewed the transaction, which would be done in no more than 24 hours.
Of course it's now been 36hours and no word from Fongo and not only am I no longer incapable of sending and receiving the texts I've paid to send and receive, but I can't even make or receive phone calls or Fongo to Fongo texts.
Thanks for the link for the CCTS complaint process. I will be proceeding with that shortly.

If Global texting package works while Canada doesn’t, Fongo probably has the number you were trying to text categorized as a non-Canadian number.

That could be, but I tried a bunch of Canadian numbers. None of them worked.

Strange. I hope the problem is eventually resolved.