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Paul McGarr avatar image
Paul McGarr asked Ted Horton answered

Explanation of Bill

Finished my first year of RingCentral Office Premium.  Started my second and my bill is about 50% higher than advertised.  Tried calling support for an explanation twice.  First time I hung up after 30 minutes on hold.  The second time I was disconnected after over 40 minutes on hold.  I had previously opened up a ticket and was told I needed to call.  After calling didnt pan out I started a chat.  I was told that I was going to need to call support.  I explained my struggles with this and was told a manager would look into it.  I missed a call later in the office from a temporary account manager named Francis.  In the voicemail he told me he would email me a breakdown.  This email never arrived.  There was no contact info given in the voicemail so I am still looking for an explanation of my bill and I am way beyond irritated at this point.

 

My plan is $35/month or $420.  That is what I was sold.  But, there is an additional $60 for my 800 number.  The 800 number was listed as a one-time charge, should not be paying this in my second year.  I need an explanation for this.  Finally, there are $130 of other charges.  I can understand some federal and local taxes, etc., similar to any other phone bill, but 30% seems excessive.

 

Bottom line, I expected a bill of $420ish and got charged $620ish.  This doesnt sit well.  If thats what it is, thats what it is but I have invested hours and hours of my time just trying to get an explanation and I am tired and very, very tempted to discontinue my service over this.  I am a patient person normally, and a good customer.  I give you money and this is the first thing Ive asked of you.  What a shame.

 

Would somebody please contact me with an email address or direct line or something helpful?

 

Thank you,

 

Paul McGarr 

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4 Answers

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florida randy avatar image
florida randy answered
Paul - coming up on my first renewal in May.  Please keep us posted on the outcome and explanation.  Thanks.  Randy
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Paul McGarr avatar image
Paul McGarr answered mike commented
Update.  I got an email from Francis at RingCentral stating that the bill for the new year is correct and the reason it is higher than last year is due to a glitch last year that never charged me the maintenance fee for the toll-free number.  So, last year I paid $420 plus 30% worth of "other" charges.  This year, for the same service I pay $420 plus 30% for "other", plus $60 to maintain the toll free number.  When I added the toll free number all that was mention was a one time set-up fee of 30ish dollars.

Personally I think I was not billed last year so I would not notice the charge.  Why would they include toll free minutes in the plan if you can't use them without paying more?  Now a year later I have this toll free number on my business cards and promotional materials so I am stuck with the hidden charge.

This deceptive billing coupled with the many hours I had to invest just trying to get someone to help, has me looking for an alternate service.  I can swallow the $130 of "other" charges, and I can afford the $60 in fact.  It's all principle.  I do not like being deceived.

So, for me, my $35/mo plan works out to just over $50./mo.  That's the bottom line.

The "other" charges by the way, are all state and federal type fees, 911 fees, etc.  They are not other things I racked up on my own.

Last thing I should mention is that I was perfectly happy with the service as I used it.  I have ZERO complaints about RingCentral's actual service offering.  In the year+ that I've had it I've had ZERO issues...until this customer service issue.  RingCentral customer service is the worst of the worst.  So bad they turned a happy paying customer into a customer shopping for another provider of service.  Had customer support promptly and thoroughly answered my billing question when I first asked it I would still be a happy customer.  
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mike avatar image mike commented ·
Paul,  Thanks for replying to let us know you were contacted.  I can definitely understand why you would be upset.  This information will be shared with our management team. We do try to properly set expectations and explain our product and services, but sometimes it's hard to imagine or foresee future questions, needs or problems, that might arise. We are actively working on doing a better job in this area and your comments will help us.  Thank you. 
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Ted Horton avatar image
Ted Horton answered
This reply was created from a merged topic originally titled How do I change the email to which the monthly bill is sent?. How do I change the email to which the monthly bill goes to? It is coming to me at present and I want it to go to another user / colleague.
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mike answered
Hi Paul,  Just letting you know that I'm looking into this for you.  I'll do my best to get someone to call you back. 

Mike 
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