Report: #957079

Complaint Review: ITP VoIP

  • Submitted: Fri, October 19, 2012
  • Updated: Mon, October 22, 2012
  • Reported By: L — Chicago Illinois United States of America
  • ITP VoIP

    United States of America

ITP VoIP Abuse of "terms of service" -- from "residential" to "Business", Internet

*Author of original report: ITP must have the wrong client in mind

*UPDATE Employee: ITP Response

Show customers why they should trust your business over your competitors...

I signed for the service at the end of August.  First month was to be free, and the rest for $24.99 -- unlimited domestic& some international calls -- plus applicable fees, first month free. 

The first charge to my credit card was for about $70, using "INTERNET TELE PROVIDNEW YORK" which I didn't recognize.  I called the credit card company requesting details on the charge.  They informed me that the same payee posted a charge of a similar amount the following month.  Before I heard back from my credit contacted me. Upon further conversation, they agreed that by mistake they charged me the first month of service, and that I was erroneously flagged as "business" and they promised to correct that.

 Shortly afterward I left the country for a week.  Upon my return I realized that my phone was disconnected. A long conversation with ITPVOIP today revealed that they were not to credit me for the "business" calls since it is consistent with their terms of service, namely, the clause "ITP reserves the right to immediately terminate or modify the Service, if ITP determines, in its sole discretion, that Customer's Service is being used for non-residential or commercial use."  

As far as I could gather, the reason for my line being flagged as "business" is a couple of nights where I made several consecutive calls.  While the (1st) representative I talked to agreed that a human inspection reveals it is most likely personal, the others insisted that the clause above allows them to charge me for those calls and any future calls.

As this point my phone is disconnected, they keep charging me, and refuse to reinstate my services of stop billing me until I pay the full amount they arbitrarily decided to charge me.  I offered to pay the amount I agree I owe (activation, set-up, delivery of modem, 7 weeks of service) however they said that this won't suffice and I'll go on being billed, charge late fees, &c, while not having services.
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Updates & Rebuttals


#1 Author of original report

ITP must have the wrong client in mind

AUTHOR: L - (United States of America)

The account in question was never used for business -- I am affiliated with no business. This is a preposterous claim.  Neither have I "admitted" to running a business (see above) or have been contacted numerous times.

I initiated two calls (actually,  more, but in two I managed to talk to "Sabrina").  In the first I was told it was a billing error that will be fixed, in the second I was told it won't be since I instructed credit card company not to pay.  

ITP called me once  while I was in a midst of a meeting.  I asked them to call later, which they didn't. 

I wish for ITP VOIP (or whatever name they use) to prove their absurd accusations in writing with supporting documentation.  Telling a public lie does not make it a truth.  The matter was already referred to the BBB and will be referred to the State Attorney General unless resolved satisfactory and in writing.

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#2 UPDATE Employee

ITP Response

AUTHOR: ITP - (United States of America)

The calling plan that the customer signed up for was a Residential Plan. The customer was using it for business. The account was deactivated as it was flagged as being used as a Business line. Upon calling the customer, it was admitted that it was being used for business. It was suggested to the customer that the calling plan needs to be changed from a Residential to a Business calling plan, but the customer rejected the change. There are many recorded conversations along with notations on the account attesting to the fact that the customer was not being truthful. The customer was warned numerous times that if the Residential line continues to be used as a Business line, the account will be deactivated.
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