I decided to make the switched to VOIP about a year and a half ago in efforts to save some money on my phone bill. I figured I was paying enough for broadband Internet, so I might as well save some money somewhere.

Well seeing how I wanted to save as much money as possible, I ended up going with ViaTalk. Little did I know at that time. What I found was a bunch of crooks.

They lure you in with cheap pricing, but to get it they want your money up-front for the year. They give you 2 weeks to try their service as they sit there with their fingers crossed hoping you don't see all of their problems.

Who would notice in this short period of time?

Then you only get 50% of your money back. Some say they never got anything. Just google for "ViaTalk Refund" and see for yourself.

And just try to find their Terms of Service on their site. It is pretty much hidden. But they will be sure to point it out when you complain about something.

Here is my buyers nightmare with ViaTalk.

Well over the year I had quite a few problems with their service. People saying they tried to call but it wouldn't ring. Me trying to dial out and saying I couldn't. I expect my phone service to be reliable at least 95% of the time.

Even though it wasn't that reliable, I couldn't get a refund. I would only get half my money back. So I decided to stick it out. Needless to say, I became very accustomed to using my cell phone that year.

By the time my year was up, I was well in my comfort zone with the service. In other words - more of my own - I was used to the shitty service.

I checked out their website. This time they were giving new customers 1-year free! Guess other customers have noticed their shitty service and moved on. Now they are trying to lure in their new victims!

Since I was used to using my cell phone more than my house phone now, I didn't want to pay a lot of additional money for that line. So being ignorant again, I decided to stay with ViaTalk as long as I could get the offer they had available to new customers - 1-year with 1-year free.

This is where I started noticing their whole bait-n-switch routine. And the lies start rolling in. Along with the "I already have your money, why should I help you" customer support service.

Here is the dialog with ViaTalk during the whole renewal process:

Me:
I am not really happy with my service. I will be switching unless you can give me the 1-year free like your current promo.


ViaTalk Support:
Unfortunately we cannot offer the same special as the current offer is only for new signups. However, we can offer you 1 year at a rate of just $99. If you would like to go ahead with this please let us know along with verification. For account verification, can you please reply with the first 2 and last 4 digits of the credit card currently on your account? The credit card info is preferable, but if that is not available, your account's password will do for verification.

Once we receive the proper verification on the account we'll be happy to assist you with this matter.
_
Allan Froste
ViaTalk Support

Notice how pushy they were to get me to renew? I do now. And now I know why.

Me:
The $99 is for this current year? So the $199 will be reduced to $99?


ViaTalk Support:
Yes, that is correct. If you wish to move forward with the upgrade, please reply with account verification.

Thank you,


Joshua Priddle
Viatalk Support

Again note how pushy they were to get me to renew? I always like to make sure I ask very specific questions. I don't like surprises. But little did I know at this point.

Me:
So $99 for the current invoice with no change in the account features. Here is the CC info XXX.


ViaTalk Support:
We have added one year to your current plan for only $99 as requested. Thank you for being a great customer and taking advantage of our offered special!
_
Allan Froste
ViaTalk Support

What he meant to say was, "Thanks for being a great sucker for another year of our shitty service!"

It is in this second year where all the fun begins! Whoopi! And I thought the 1st year was bad.

Now over the next few days I get an Invoice for $199? But they just told me $99?

Notice: Your invoice XXXX has been processed by ViaTalk.com.
Status:Approved
Invoice Number:XXXX
Invoice Amount:$199.00
Date Paid:2007/03/09
Trans ID:XXXXX
Outstanding Balance: none
You may login to view your invoice(s) online at any time:https://support.viatalk.com/billing/
Thank you,

Billing Dept.ViaTalk.com
Date: 2007/03/09

So I had to email them to resolve this issue. Which I bet they did on purpose just to see if I wouldn't notice. They must be hurting for money.

Me:
This was only supposed to be $99? Why am I getting this email? I knew I should have switched providers. I really hate having to repeat myself over and over again.

ViaTalk Support:
We apologize for any inconvenience, this has been issued as a credit. It should normally take 3-5 business days to show on the card on file. Please let us know if you have any further questions, thank you.
_
Allan Froste
ViaTalk Support

Now that has been resolved. I get another Invoice that month for $2.50:

Notice: Your invoice XXXX has been processed by ViaTalk.com.
Status:Approved
Invoice Number:XXXX
Invoice Amount:$2.50
Date Paid:2007/03/21
Trans ID:XXXXX
Outstanding Balance: none
You may login to view your invoice(s) online at any time:https://support.viatalk.com/billing/

Thank you,
Billing Dept.ViaTalk.com
Date: 2007/03/21

At this point I am pissed off. I try to find out what is going on here. Notice how in their first response they use words instead of numbers trying to it more subtle and hidden.

Me:
What is this? I just paid in full for a year.


ViaTalk Support:
ViaTalk is proud to be one of the few VoIP providers to be completely compliant with the FCC's regulations regarding VoIP and 911 support. We have implemented a small fee for nomadic e-911, as well as, a Regulatory Recovery Fee, to help offset the cost of providing these FCC mandated services.

The additional fees are only a dollar twenty five each, and are billed monthly. They cover costs associated with things such as enhanced 911 service, nomadic 911 service, and various state and local taxes.

If you have any other questions on this matter, please reply to this ticket. Thanks!
_
Allan Froste
ViaTalk Support


Me:
When I agreed to renew my 1 year term, I was told from your rep that the price I paid included everything I needed... NO OTHER CHARGES.

Now I get an email with additional charges a month later, without any notice or disclosure. I am not going to pay any additional fees.


ViaTalk Support:
These fees are in the Terms of Service agreement:

"A Regulatory Recovery Fee of $1.25 will be charged monthly on all ViaTalk lines.

As per FCC requirements, all ViaTalk lines are required to be equipped with fully functional, nomadic E-911 Service. As a result, an E-911 Fee of $1.25 will be charged monthly on all ViaTalk lines."
_
Thomas Ryan
ViaTalk Support

As you see they are now quoting from the hidden Terms of Service. And when I start demanding a full refund like below. They throw it at me again.

They probably hide it for a reason. That being so nobody ever sees it until needed. And they can modify it to fit their needs as they go. Who knows what they will try at this point.

Me:
Where is that hidden at? I have been using the service for 1-year without getting charged this fee. I never saw it and it was never disclosed to me during my use of service nor before renewing. Therefore I am an not paying it.

If there is an issue with this, I will be switching providers within the next few weeks and be demanding a full refund of my renewal.



ViaTalk Support:
Two more passages of note:

"ViaTalk reserves the right to modify or change pricing at any time."

--and--

"Customers who order a prepaid service plan understand that service is prepaid and that if a cancellation request is received during the prepaid term, we will calculate the amount of any unused service fee prepayment and a refund will be issued for such prepayment less a 50% early cancellation penalty and any fees associated with our return policy."

The full Terms of Service agreement can be found here:

http://support.viatalk.com/index.php?_a=knowledgebase&_j=questiondetails&_i=107&nav=+%26gt%3B+%3Ca+href%3D%27index.php%3F_a%3Dknowledgebase%26_j%3Dsubcat%26_i%3D2%27%3EBilling%3C%2Fa%3E+%26gt%3B+%3Ca+href%3D%27index.php%3F_a%3Dknowledgebase%26_j%3Dsubcat%26_i%3D51%27%3ETOS%3C%2Fa%3E
_
Thomas Ryan
ViaTalk Support



Me:
This email does not resolve the issue. Are you going to resolve the issue or am I going to have to take further action?


ViaTalk Support:
I apologize unfortunately there is nothing we else we can do. This fee is mandatory on all of our lines. Please let us know if you need anything else. Thanks again!


_
Sean Nolan
ViaTalk Support

What a bullshit charge. Just another way for them to get money from me. As you see they got defense and starting quoting from their magical hidden Terms of Service.

I ended up filing complaints against them, but again didn't want lose half of my money so I stuck it out.

Here is proof they never charged it the first year. My 1st year of Invoices:

InvNum Amount Total Paid Total Due Date Created Due Date Date Paid Payment Method
XXXX $208.95 $208.95 $0.00 2006/03/07 2006/03/08 2006/03/08 CC Batch
XXXX $0.00 $0.00 $0.00 2006/03/09 2006/03/09 2006/03/09 CC Batch
XXXX $0.00 $0.00 $0.00 2006/04/07 2006/04/09 2006/04/07 CC Batch
XXXX $0.00 $0.00 $0.00 2006/05/07 2006/05/09 2006/05/07 CC Batch
XXXX $0.00 $0.00 $0.00 2006/05/16 2006/05/19 2006/05/16 CC Batch
XXXX $0.00 $0.00 $0.00 2006/05/22 2006/05/25 2006/05/22 CC Batch
XXXX $0.00 $0.00 $0.00 2006/06/07 2006/06/09 2006/06/07 CC Batch
XXXX $0.00 $0.00 $0.00 2006/06/20 2006/06/23 2006/06/20 CC Batch
XXXX $0.00 $0.00 $0.00 2006/07/07 2006/07/09 2006/07/07 CC Batch
XXXX $0.00 $0.00 $0.00 2006/07/10 2006/07/13 2006/07/10 CC Batch
XXXX $0.00 $0.00 $0.00 2006/08/07 2006/08/09 2006/08/07 CC Batch
XXXX $0.00 $0.00 $0.00 2006/08/14 2006/08/17 2006/08/14 CC Batch
XXXX $0.00 $0.00 $0.00 2006/09/06 2006/09/09 2006/09/06 CC Batch
XXXX $0.00 $0.00 $0.00 2006/09/07 2006/09/09 2006/09/07 CC Batch
XXXX $0.00 $0.00 $0.00 2006/10/07 2006/10/09 2006/10/07 CC Batch
XXXX $0.00 $0.00 $0.00 2006/10/18 2006/10/21 2006/10/18 CC Batch
XXXX $0.00 $0.00 $0.00 2006/11/07 2006/11/09 2006/11/07 CC Batch
XXXX $0.00 $0.00 $0.00 2006/11/13 2006/11/16 2006/11/13 CC Batch
XXXX $0.00 $0.00 $0.00 2006/12/07 2006/12/09 2006/12/07 CC Batch
XXXX $0.00 $0.00 $0.00 2006/12/16 2006/12/19 2006/12/16 CC Batch
XXXX $0.00 $0.00 $0.00 2007/01/07 2007/01/09 2007/01/07 CC Batch
XXXX $0.00 $0.00 $0.00 2007/01/16 2007/01/19 2007/01/16 CC Batch
XXXX $0.00 $0.00 $0.00 2007/02/07 2007/02/09 2007/02/07 CC Batch
XXXX $0.00 $0.00 $0.00 2007/03/02 2007/03/05 2007/03/02 CC Batch

Now after my renewal into the 2nd year:

XXXX $199.00 $199.00 $0.00 2007/03/06 2007/03/08 2007/03/09 CC Batch
XXXX $99.00 $99.00 $0.00 2007/03/06 2007/03/06 2007/03/06 CC Batch
XXXX $0.00 $0.00 $0.00 2007/03/07 2007/03/09 2007/03/07 CC Batch
XXXX $2.50 $2.50 $0.00 2007/03/21 2007/03/21 2007/03/21 CC Batch
XXXX $0.00 $0.00 $0.00 2007/03/27 2007/03/30 2007/03/27 CC Batch
XXXX $0.00 $0.00 $0.00 2007/04/07 2007/04/09 2007/04/07 CC Batch
XXXX $2.50 $2.50 $0.00 2007/04/14 2007/04/16 2007/04/16 CC Batch
XXXX $0.00 $0.00 $0.00 2007/04/25 2007/04/28 2007/04/25 CC Batch
XXXX $0.00 $0.00 $0.00 2007/05/07 2007/05/09 2007/05/07 CC Batch
XXXX $2.50 $2.50 $0.00 2007/05/14 2007/05/16 2007/05/16 CC Batch
XXXX $0.00 $0.00 $0.00 2007/05/30 2007/06/02 2007/05/30 CC Batch
XXXX $0.00 $0.00 $0.00 2007/06/07 2007/06/09 2007/06/07 CC Batch
XXXX $2.50 $2.50 $0.00 2007/06/14 2007/06/16 2007/06/16 CC Batch
XXXX $0.00 $0.00 $0.00 2007/06/28 2007/07/01 CC Batch
XXXX $0.00 $0.00 $0.00 2007/07/07 2007/07/09 2007/07/07 CC Batch
XXXX $0.15 $0.15 $0.00 2007/07/09 2007/07/12 2007/07/12 CC Batch
XXXX $0.00 $0.00 $0.00 2007/07/13 2007/07/16 2007/07/13 CC Batch
XXXX $0.00 $0.00 $0.00 2007/07/14 2007/07/16 2007/07/14 CC Batch
XXXX $0.00 $0.00 $0.00 2007/08/07 2007/08/09 2007/08/07 CC Batch
XXXX $2.00 $2.00 $0.00 2007/08/14 2007/08/16 2007/08/16 CC Batch
XXXX $0.00 $0.00 $0.00 2007/08/30 2007/09/02 2007/08/30 CC Batch
XXXX $0.00 $0.00 $0.00 2007/09/07 2007/09/09 2007/09/07 CC Batch
XXXX $2.50 $2.50 $0.00 2007/09/14 2007/09/16 2007/09/16 CC Batch
XXXX $0.00 $0.00 $0.00 2007/09/22 2007/09/25 2007/09/22 CC Batch
XXXX $0.00 $0.00 $0.00 2007/09/22 2007/09/25 2007/09/22 CC Batch
XXXX $0.00 $0.00 $0.00 2007/10/07 2007/10/09 2007/10/07 CC Batch
XXXX $0.00 $0.00 $0.00 2007/10/11 2007/10/14 2007/10/11 CC Batch
XXXX $2.50 $0.00 $2.50 2007/10/14 2007/10/16 CC Batch

As you see the pattern of new charges. Even the $199 the screwed up on. But I checked my credit card and it was refunded. You probably also notice the $0.15 charge. That is the next lie I uncovered.


Well one month I got an Invoice for a larger amount. Which got me suspicious again:

Notice: Your invoice XXXX has been processed by ViaTalk.com.
Status:Approved
Invoice Number:XXXX
Invoice Amount:$3.15
Date Paid:2007/07/12
Trans ID:XXXXX
Outstanding Balance: none

You may login to view your invoice(s) online at any time:https://support.viatalk.com/billing/

Thank you,

Billing Dept.ViaTalk.com
Date: 2007/07/12

At this point I am not surprised. I have become accustomed to ViaTalk trying to get more money out of me.

Me:
Why has this Invoice amount gone up?

It says for a Toll Free Statement? When I signed up you gave me a free toll free number with my service. When I renewed, you told me all my features would stay the same including the toll free number. After I renewed, you snuck in a $2.50 fee that was never disclosed - for some made up 911 crap! Now you are trying to sneak in another $3.50 fee for the toll free? I am tired of being lied to! If this is the case, I will be switching providers.


Viatalk Support:
I am sorry about the confusion. You should have been receiving these invoices all along for the Toll Free Number. The cost is $.05 per minute on that line. If there is anything else I could hear you with, please let me know. Thank you!
_
Collin Simmons
Viatalk Support



Me:
No. You told me it was Free! Fix it!


Viatalk Support:
I am sorry about that, I did not realize the Toll-Free number was free. Even so the number only comes with 60 free minutes so the remaining amount is for $0.15. You now have a $3 credit on your account. I apologize again for the mistake. If there is anything else I could help you with, please let me know. Thank you!
_
Collin Simmons
Viatalk Support


Me:
Not good enough. When you tell somebody something is free, it means free. Not almost 2 years down the road... oh by the way we are going to charge you now for something we told you was free and have not billed you in the past!

This is the second time I have been lied to about charges. The first time was when renewing - 1 month after the fact I started getting invoiced for some 911 charge that wasn't charged the first year. I am not going to stand for it this time. Action will be taken!


Viatalk Support:
I'm sorry, but you used 63 minutes this month. You've already been credited the free 60 minutes. You owe the 15 cents. If you have any further questions, please let us know.
_
Thomas Ryan
ViaTalk Support


Me:
Suite yourself. You had the chance to correct this situation.


Viatalk Support:
Thank you for your comments. Have a great day!

Hank Murphy

And that is the story where the $0.15 came from. As you see they make up things as they go. No regard to their customers.

Again I filed complaints against them. Of course nothing really happens. They just go about their merry way.

That is why I chose to tell my story here. I am glad to find a website for this type of thing. I hope you can see what real jerks they are!

The moral of the story is Don't use ViaTalk. You will be SORRY because you always get what you pay for. I know I have learned my lessons - the hard way. I will be switching the "same day" my contract ends.