Cancellation Runaround

Brand new Grasshopper client, only to discover that the features needed for my business aren't available.
Speaking to a tech support rep, I was told that because of my tech support ticket an exception to the "no-refund" policy could be made.
Now that I have successfully ported my number out of Grasshopper, I am being told that is not the case and I am stuck having prepaid for a year of service for something that I won't be using. I was promised a phone call by a manager to discuss, but that didn't happen. How do I escalate this?

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WayneT

I am not satisfied with this response because it contradicts what I was told.

When I was on the phone with support I was told:
1. Exceptions to the no refund policy could be made with manager approval.
2. Because my request for a refund was due to a technical issue of the software not doing what our company needed, that was grounds for a manager exception.

It was based on this information that I ported my phone numbers out of Grasshopper so the account could be closed an a refund applied.

If I had been told different, I would have taken other actions.

How do I escalate this?

GlennD

Per the Billing Supervisor's email on January 17th

Regarding your refund request, we regret to inform you that we are unable to process a refund due to our no refund policy. This policy is outlined in our Terms of Service, which were agreed to at the time of purchase. For your convenience, we’ve included a relevant excerpt below, and you can find the full Terms of Service on our website:

https://www.goto.com/company/legal/terms-and-conditions

2. Orders, Fees and Payment

2.2. Fees and Payment. You agree to pay all applicable, undisputed fees for the Services on the terms set forth on the invoice. Except as set forth in Section 3.3 below or in the Service Descriptions, any and all payments you make to us for access to the Services are final and non-refundable. You are responsible for all fees and charges imposed by your voice and data transmission providers related to your access and use of the Services. You are responsible for providing accurate and current billing, contact and payment information to us or any reseller.

We understand this may not be the outcome you were hoping for, but we are here to assist with any other concerns or questions you may have. Please don’t hesitate to contact us if you need further support.

WayneT

It has been a week and I have not received any assistance. Is this the company policy, to just ignore people?

JohnNew

Hello WayneT, I am going through a similar situation. Apparently this is the norm for the GoTo services. This is my third company and I will never engage with this company again for any of their services. I saw the annual renewal and called to cancel and was told that they could not reverse the charge so now I have to go through my credit card company and contest the charge. Why they would do this for less than $500 is a crazy business call. Did you get your situation resolved?

GlennD

Hi @WayneT, welcome to the community.

I have escalated this issue for you and someone will be in contact.

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