Unitel VoiceReviews of unitelvoice.com

Response from Unitel VoiceMay 1, 2025

Sorry to hear this was your experience. It sounds like you weren’t able to complete the verification process during signup, which we know can be frustrating. Here’s what likely happened: When someone tries to sign up and their IP address doesn’t match the billing address of the credit card they’re using, our third-party fraud detection system automatically blocks the account. It’s a security measure we have in place to protect customers and prevent abuse — and unfortunately, when that flag goes off, there’s not much we can do to override it. We know it’s not a perfect system, and we’re always working to make it better. That said, we do take all feedback seriously — even when it comes in hot. We never want anyone to feel disrespected, and we bring up every review like this in our team meetings so we can learn from it. If we were short with you on the phone, that’s on us, and we’re sorry. While we weren’t able to move forward with your account, we do appreciate you taking the time to leave a review. And for anyone reading this, just know: we care deeply about customer service, we stand behind our fraud protections, and we’re committed to getting it right. - The Unitel Voice Team

Response from Unitel VoiceMay 2, 2025

We’re really sorry for the delay you experienced and how it impacted your program — we know how frustrating that must’ve been. While this reply is a bit overdue, we still wanted to follow up and provide more context for anyone reading. In the past year, new regulations around business texting have gone into effect that require all providers (including us) to work with third-party vendors to register and verify customer texting use. These rules are enforced by mobile carriers to reduce spam and protect consumers — but they’ve also added complexity and delays for businesses just trying to get up and running. If you’re curious, a quick search for “10DLC texting compliance” or “A2P registration” can give a better sense of the process we now have to follow. Unfortunately, we don’t control the verification timelines — and there have been occasional outages or backlogs on the carrier/vendor side that slow things down even more. That said, communication is on us, and we’re sorry if our updates felt vague or delayed. We’ve been working to improve how we keep customers in the loop during this process, and feedback like yours has helped push those improvements forward. Thanks again for taking the time to share your experience — even when it wasn’t a great one. We’re always striving to do better. The Unitel Voice Team

Response from Unitel VoiceAug 14, 2023

This custom was completely refunded. There was confusion because he had two accounts with us and one was overdue. Wrong or right, we should have never pissed this customer off. That's the opposite of what we are trying to do and going forward we'll try to do better.

Response from Unitel VoiceJul 27, 2020

Dear Sujith, I want to apologize to you. We could have definitely handled your situation better and we should have never made you feel like you were being treated unfairly or personally discriminated against. I reviewed your order details and the online chat transcript you had with our support team on the evening of July 23. Here’s what went wrong: When our support rep tried to access your settings it temporarily froze your account. The rep was given an indication there was an automated hold placed on your account by our payment processing system. It indicated that the IP address you signed up from didn’t match your credit card's billing address and the area code of the contact number you used at sign up also did not match the billing address. As I saw in the transcript, there could have been a perfectly good reason for why those credentials did not match up, as you point out you have offices in both North America and New Zealand. But unfortunately, because it was after hours our account services department who manages our PCI DSS compliance was closed, and only they can manually verify your account to unlock it. The failure on our end was how we communicated. When our support rep told you that your account needed to be reviewed by our fraud department it sounded punitive and accusatory. And that is my fault. I’m in charge of the language our team uses to communicate with customers and we should have a better-scripted response that better explains the situation. I want you to know that because of your experience, we’ve made changes to ensure we handle these situations better going forward. Thank you for bringing it to our attention. Sincerely, Greg Roth Head of Marketing UniTel Voice