No access to my settings

[Vanessa]

Hi

I have to say I'm at a loss as to why my issue that I've tried to have dealt with through email support isn't being looked after.

What follows is my back and forth with Fongo support's peculiar responses...

Me:

Hi there

For some reason when I try to log into my account on your website I'm getting the pop-up message 'Wrong email or password'.

I thought perhaps I had forgotten the password and when I clicked the link to try and reset it, I'm now getting the pop-up message 'Invalid account'.

As you can see, my account is valid as I paid for the VOIP unlock key. My boyfriend whom I live with also has his own phone line and he's able to log in without issue.

Possible to have this rectified? I'd like to be able to log in so I can add my cell to my 'Follow Me Settings'.

thanks!

Fongo Support's response:

Hello there,

Account vanessa@-----.com was cancelled on Mar 5, 2013 by customer self service.

Talk freely,

Team Fongo Support

My response to that:

Understood - and thanks for getting back to me so quickly.

The account deletion occurred during set up and was unintentional. Immediately after deletion I had re-registered upon the error, otherwise I would not have been assigned a phone number and been able to purchase the VOIP unlock key following.

So now I have a currently functioning VOIP phone number from your service but no way of administering the settings for it.

If you can re-instate or set up web login for vanessa@-----.com and associate my VOIP account to it, that should address the issue.

thanks!
Vanessa

Fongo Support's response to that:

Hello there,

Please note that our attempts to contact you have not been successful. If you are still having issues with your account, kindly reply to this email to reopen the ticket.

This ticket will now be closed.

Talk freely,

Team Fongo Support

WHAT?? I've received no contact apart from the email responses from support shown above. I've paid for the VOIP unlock key, I have a functioning line, I should have the ability to access the settings, and I've told you what I need done.

For such a simple issue to remain unresolved with your support team's unusual handling of this is frustrating frankly - it's going on a day now and has not helpful.

Please resolve this ASAP.

Thanks!
Vanessa

[Jake]

PM Fongo Support and I am sure he will help you.

Maybe they tried calling, as they have to verify that you actually have the number, and you may have missed the call. Have you had any missed calls lately, or calls from numbers you do not know?

[Vanessa]

Thanks for the reply but I see no missed calls and no voice mail was left to the number.

And in any case, Fongo Support response didn't say they tried calling me.

I emailed support, I opened a support ticket by posting it on the web, I posted the issue here in these forums where I see Fongo Support reads and responds... but really I should have instead sent a PM????

[Fongo Support]

Thanks for the reply but I see no missed calls and no voice mail was left to the number.

And in any case, Fongo Support response didn't say they tried calling me.

I emailed support, I opened a support ticket by posting it on the web, I posted the issue here in these forums where I see Fongo Support reads and responds... but really I should have instead sent a PM????

Hi there,

We will investigate this case and let you know.

Thanks,

[Vanessa]

Situation resolved. Thanks Fongo Support!