N W.
Lack of Transparency and Unethical Billing
I was trying to complete the 10DLC registration process, however, I was unsuccessful. I called into customer support and the line disconnected due to "high call volumes." After contacting Line2 on 3 separate occasions, I was finally able to get ahold of someone to get the registration process completed on the backend. Low and behold, I was charged a registration fee 3 times. When I inquired about the additional fees via email, I received no response, until I reached out again, a week later through their chat feature on the website. I was advised that there was nothing they could do to remedy the issue. Quite disappointed with the customer service I received, as the agent, Grace M. kept trying to end the conversation when I still had questions. Line2 is advertised as being $15.99 per month, however, with the added fees (which they don't disclose), their service is closer to $25/month. There are other alternatives that offer better customer service at a cheaper price. I would not recommend Line2.
Response from Line2Feb 15, 2024
Hello N Wong - We're sorry to read about your experience when contacting our customer support team. Due to regulatory changes, our business customers with local and toll-free customers who use their phone service to send SMS to their contacts and customers must complete and be approved to use their service for this purpose. Deadlines went into effect for registration completion on January 31, 2024, so we have experienced higher-than-normal call volumes. Any additional monthly fees are collected on behalf of the major phone carriers and do not benefit Line2. If customers are not using their phone service for business SMS, no fees outside of the monthly service charges noted on our website apply. We would like a member of our 10 DLC specialist team to review your account regarding the duplicate charges. They have privileged access to The Campaign Registry system (not a Line2 system) and can assist in determining why you had multiple registration fees associated with your phone number. Please note that our team member Grace, who assisted you, did not have access to this system. We would appreciate the opportunity to look into this matter in further detail and provide assistance as needed. Please contact us at https://www.line2.com/resources/contact/ and use the support number "TPNW0215".