Unitel VoiceReviews of unitelvoice.com

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

Response from Unitel VoiceJun 18, 2020

Hi Sim, Thank you so much for taking the time to share your experience with us here on Trustpilot. We posted your feedback on our company-wide Slack channel and told our product team that customer service is setting a pretty high bar. :) Thanks for making our day! - Your friends at UniTel Voice