Pingo.comReviews of pingo.com

Response from Pingo.comJan 16, 2014

Hello Amber, We wanted to clarify your concerns for fellow readers Customer Service We hire multi-lingual agents to assist our diverse customer base. The service team is based in the US and is available to assist customers from 10am to midnight daily on EST. Undergoing Maintenance: The site was down Tuesday morning, August 27th for maintenance to launch a new offer & redesigned website. Which we posted a notice on the website & the week prior, however the phone service was not down and fully working. You’re Account: Based on your last name posted here “Byard”, we located an account with the first name of John. The account was created on 07.07.10 and did not pass our new account verification process and was closed on the same day. We tried to call the number on file but it was disconnected. Any funds paid would have been pending and returned to your credit card provider in 3 to 5 business days. You should have received an email confirming this at that time. If you’d like to work with our verification manger, please call 781-505-7477 during business hours on EST to better assist you. Sorry for the experience you had, we hope to work with you directly to resolve this. - Customer Service Update: The yahoo email we have on file was sent back

Response from Pingo.comSep 3, 2013

Hello Sundara Moorthy, I'm sorry to hear the experience that you encountered. We did review this further and see that your new account went under review for security reasons. Given the telecom industry we are in, we need to add this extra layer of customer information protection to manually validate new customers. We did notify you once you passed the review process & see you were able to make several calls to start using the International phone service. Thanks for your patience, - Customer Service 8/26/13 4:15pm EST update: Follow up comment from Sundara "Still I am unable to dial from my mobile. I am getting "Number not available from your region" error tone if I dial from my mobile phone." Please understand that this is not the proper format to solve any call issues with the service. Please direct future questions to the customer service team to better assist you. As we would need to collect additional info to set up a tech ticket to explore this further. Such as confirming that you called the provided New Zealand access number 0800449452 As located on the access page http://www.pingo.com/en/accessnumbers.do We will follow up directly to better assist you. UPDATE: Tuesday: September 3, 2013 The customer made a user error and confirmed he registered the New Zealand access number into his pin-pass list of phone numbers. We do see that calls went through in the call history report and we made a test call to confirm this. However given the experience for both parties, we have pro-actively issued a full refund for the $5.00 initial purchase that the customer made to resolve this.

Response from Pingo.comAug 8, 2013

Colin, I'm sorry to hear the unusual experience that you encountered. We like to review this further but you only posted your first name. Please contact the Pingo Account Verification Manager at 1 781 505 7477 available business hours 9 to 5 or email pingoaccountverification /at/ p.i.n.g.o. dot com. - Customer Service 08/08/13 UPDATE We have located this account in question & reached out to Colin. For those reading, his account was closed as we were not able to properly verify the account information, an email would have been sent to provide this notification that may have been missed in his "junk folder" or in the new 3 column email interface on gmail. We have since re-opened the account on 8/06 and it has a $30 CAD balance credit and notified the customer by voice mail and email.

Response from Pingo.comJul 25, 2013

Hello Tom, We can’t locate your account to review this further. We’d like to learn from your unfortunate customer experience to try to make this situation better. So that we can strive to maintain a 95% customer retention rate since 2004. - Customer Service Update for Trust Pilot Readers: 7/25/13 We were able to locate the customers account and speak with him directly. The account originally was not approved, as it did not pass the verification process. We have these extra steps in place to protect our customer’s payment information. So no funds were collected. We have since approved the new account and added an extra $5.00 credit for the unusual inconvenience he experienced. - Customer Service

Response from Pingo.comJun 19, 2013

I’m sorry for the unusual experience that you encountered. Let me try to clarify your points mentioned for others that may be reading this: 1. WE ARE LISTENING While this is not the best format to resolve issues as we don’t have your account info available. Your concern has been heard & addressed internally to improve the process so that we can continue to strive to maintain a 95% customer retention rate. 2. 100% CALL QUALITY GUARANTEE We value customer’s feedback to improve destinations called worldwide. We do have an FAQ section at http://www.pingo.com/en/faq.do & you can request a call quality ticket here http://www.pingo.com/en/troubleshoot.do. 3. REFUNDS There is NO contracts with the service and you can cancel at any time. However the process can take “3 TO 5 business days” for the remaining funds (minus any bonus promo account credit) to report back to your issuing bank provider for credit cards or Paypal. Perhaps our customer service agent misspoke when quoting our refund policy - the standard turnaround time for a refund to be processed takes only 3 - 5 business days, in many instances, even less. - Pingo Customer Service

Response from Pingo.comMay 16, 2013

I’m sorry for the experience that you had while trying to use the phone service. We can see that you were given a $1 credit on your account for the inconvenience. We will follow up once we have internally finished investigating this technical issue. - Customer Service Update 5/16/13 2:40pm We called the customer & followed up with a reply It seems the issue was because the customer was trying to make a US based test call from where the web dial phone service is not available. The rates page lists the availability of Pingo Soft Phone at http://www.pingo.com/en/rates.do We also offered to refund the customer the remaining balance.