Line2Reviews of line2.com

Response from Line2Apr 10, 2023

Thank you for providing the additional details about your interaction with our support team. We did locate the call with our support representative. Your original Trustpilot review read, "Paid for my bill three times and still can't access my number." The review was subsequently removed as you needed to provide the supporting information requested. On the call we located, you stated you had not received calls for three months and heard a busy signal. You asked to find out what was happening or if you could get a refund. We advised you that your account was inactive and to contact your 3rd party biller, iTunes, regarding a refund, as we have yet to receive those payments. We then suggested switching over to direct billing. To do so, we sent a one-time verification code to your email. Unfortunately, after multiple attempts, you did not receive the verification code sent to the email address on file, and we could not proceed with setting up direct billing. You mentioned you had to pay for additional email storage, which may be why you have not received the verification code email. Our representative closed the call advising you to contact us should you receive the verification code to proceed with direct billing. The call was handled politely and professionally. You even stated at the end of the call that you appreciated our help. Unfortunately, we could not assist you further due to third-party billing guidelines and security protocols. We understand this may have created a frustrating situation; however, these guidelines are standard across the industry. We would happily allow you to listen to the call again to recall better what occurred that day and/or assist you with reestablishing your Line2 phone number. We will send you this communication through your original case should you want to discuss this further. Thank you for allowing our management team to address your concerns and ensure our support team handled your issue appropriately. The Line2 Management Team ---------------------------------------------------------------------------------- Hello Caught Praising YAHUSHA - Thank you for your review. We take customer feedback seriously and want to address all our customer's concerns. As you wrote a Trustpilot review using a pseudonym and not your real name, we asked for your account details which would have been transmitted non-publicly. Upon receiving this information, we could locate your case(s) and contact history to determine our team's actions and if we could have provided a better service experience. From there, we would have contacted you to follow up, including a public reply. We care more than most companies and take public and private feedback seriously enough to address all substantiated complaints. As a matter of fairness, Trustpilot allows the removal of reviews that have not been validated.

Response from Line2Apr 12, 2023

Hello Julian - We apologize that you experienced SMS text message blocking due to carrier filtering. Carriers have recently enhanced carrier filtering to protect consumers against spam and fraud. We're working to ensure our customer's messaging channels meet updated compliance guidelines. The first step is identifying our customers as Person-to-Person (P2P) and Application-to-Person (A2P), aka work/business messaging, which we currently classify at sign-up for new customers and for existing customers via email. Once we identify our customers and share this information with our service providers who work directly with the carriers, Person-to-Person SMS messaging will have less stringent guidelines and not be subject to carrier filtering at the same level. Thank you for sharing your feedback, and we sincerely apologize that these enhanced guidelines impacted your user experience. We are working behind the scenes to remedy these issues for our users and expect to have far fewer of these issues very soon.