I was looking for a VOIP company to get mobile phone that I could use over Wifi, since normal numbers were letting me down when I was travelling.So, I found out that Zoom would offer that in a good price. Easy choice, a well known company with a good price. Unfortunately I didn't check the reviews before.I did the subscription and got my number in a reasonable time. Once I got my number I wanted to check if that was working, activated. Like any normal person I would call someone with the number.First try, nothing, number still not working. I start to look around to see if there was any configuration missing.Second try, nothing, number still not working. So, I decide to wait a little, maybe it still being activated.1, 2, 3, 4, 5... Nothing number still not working.Then I start to looking around on their web app with 100 options. I find a place that shows the number is not assigned to my user, I try to assign and it does not allow me. Then I go to support level 1, level 2 and nothing.Then I see a "onboarding" option steps not completed yet. I go there and see another option to assign the number to my user. This time it worked! So, next thing to do is to use the number for a call to test it.I call to a friend (same number as before) and this time worked! I was very happy, for just 1 minute...My call dropped, and the number never worked again.Now I get a message that my user was blocked...Support tell me that my user was blocked due violation of terms of use!They asked to appeal to get my account back... And they rejected after an investigation...Now, I just want to cancel my subscription and get my refund... They say it cannot be done... It's been 2 weeks on this support communication and nothing. I can't use the service and I can't cancel it.Here is our last message by email:---------------------------------------------------------------------------------Hi Thiago, Thank you for the follow up and my sincerest apologies for the delay in getting back to you. Since your account has been deactivated due to violations of our Terms of Service, please know that we will not be able to process the refund and cancellation of your subscription. However, I would suggest submitting an appeal again so our dedicated team can review the status of your account. Thank you for your understanding in this matter, Thiago. If I can help with anything else, please let me know.---------------------------------------------------------------------------------Hi XXX,Your company's procedures are very dodgy. I have never seen this before from a well known company, you don't let me use the service and at the same time don't let me cancel it, but you want to keep charging me.Any normal company would naturally give me my refund easily since I couldn't use the service and you guys don't want me as a customer.I will block you from my Paypal payments and write a proper review on Trustpilot and then go to another company to use the same type of service.Whoever defined this process is really stupid.From now on any communication with your company will be through Citizens Advice.I hope your manager finds that the outcome from all this silliness is worth £8 pounds!
