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matthew-stibbe avatar image
matthew-stibbe asked kim commented

Can't call Ireland.

This morning I had two important calls with a supplier in Ireland. I have called them on numerous occasions before. But RingCentral wouldn't let me place the calls. It said I had to contact the account administrator (that's me). We have call credit and international calls enabled.

So I called RingCentral's technical support who tells me that calls to Ireland have been blocked because of some recent fraudulent activity and that I need to fill out a form and send it back to request it being unblocked. Seriously? What next? No calls to Rochester on a Tuesday? Placing calls to Germany by sending a fax in triplicate? 

Does anyone have any suggestions about how to escalate this problem so that it gets resolved immediately? Has anyone else experienced this kind of issue? Is it just my account? Just these two numbers? Or all accounts and the whole of Ireland?
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matthew-stibbe avatar image
matthew-stibbe answered
I now have the email from technical support which promises to re-enable phone calls to Ireland if:

1. I fill in a whitelist request form and send it back
2. I FAX a credit card form with a scan of my credit card and passport. Besides being a total pain, unnecessary since they have credit card details it's also a huge identity theft risk and I'm not doing it)
3. Wait 48 hours

I'm genuinely shocked by this. It seems like a huge failure that I can't call a major European country without all this paperwork. 
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kim avatar image
kim answered kim commented
What's the case #?
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matthew-stibbe avatar image matthew-stibbe commented ·
Case Number: 03979911

Have got further emails saying that I don't need to do the credit cart form, just the whitelist request.

I'm okay to do that although it feels rather bureaucratic and unnecessary.

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matthew-stibbe avatar image matthew-stibbe commented ·
Further update. I've just looked at the 'whitelist request form' and it turns out to be an agreement / contract that makes me responsible for fraud on my account. This is not acceptable. Ireland is not some two-bit dictatorship. It's a major European country and home to many of my clients and suppliers. It's also on HubSpot's list of countries that I can call so I don't understand why I can't call it.
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kim avatar image kim commented ·
I will look into your case. 
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