Vitelity 911 Calls and Poor Management

[Victoria]

I found have found Vitelity's customer service to be horrible. Spoke even with the VP of the company.

We had to place an emergency call from our system with Vitelity on it. Their recording says that "if this is not an emergency call, hang up or else you will be charged a fee of $85". We continued with the call since it was an emergency. And they still charged us a fee and refused to credit us the funds.

The VP swears that it is saying that their recording is saying hang up either way or else you are going to be charged.

Now you tell me. Personally it feels very deceptive. Told us that if we disputed the charge on our credit card that they would instantly cancel the account and then sue us in court for the $85.

When I reminded the VP that I was a customer calling to say that something that they were communicating to their customers was very misleading and that I was in awe of how she was completely unconcerned about having customer feedback and was unwilling to consider what I was saying, she said that it was unimportant.

So my advice to a new user considering using their services, buyer be aware. You could potentially land in court.

[conscript]

Originally Posted by Victoria

I found have found Vitelity's customer service to be horrible. Spoke even with the VP of the company.

We had to place an emergency call from our system with Vitelity on it. Their recording says that "if this is not an emergency call, hang up or else you will be charged a fee of $85". We continued with the call since it was an emergency. And they still charged us a fee and refused to credit us the funds.

The VP swears that it is saying that their recording is saying hang up either way or else you are going to be charged.

Now you tell me. Personally it feels very deceptive. Told us that if we disputed the charge on our credit card that they would instantly cancel the account and then sue us in court for the $85.

When I reminded the VP that I was a customer calling to say that something that they were communicating to their customers was very misleading and that I was in awe of how she was completely unconcerned about having customer feedback and was unwilling to consider what I was saying, she said that it was unimportant.

So my advice to a new user considering using their services, buyer be aware. You could potentially land in court.

Given that the Vitelity terms of service explains that calls to 911 without the caller ID set properly will incur an $85 fee, I don't think you have any legal grounds for a complaint.

e911 Terms & Conditions

Due to recent pursuant FCC rulings and regulations, All customers who are using Vitelity services as their primary residential or business telephone carrier must activate 911 Emergency Services on at least one of their DIDs.

Enhanced 911, the portion of our 911 service which delivers physical address information to your local PSAP is not guaranteed. It is possible that your physical address information may not be passed to the PSAP dispatcher. On occasions such as this you will be required to give the dispatcher the location of your emergency in order to receive emergency service assistance.

Enhanced 911 service is not available to every location within the United States at this time. For locations e911 is not currently available; You will be required to announce the location of your emergency to the PSAP dispatcher.

Due to the nature and instability of VoIP networks, we cannot and do not guarantee your emergency call will complete. Loss of power, Internet access and or several other conditions may cause 911 to be inoperable. We have no control over those types of situations therefore are not held liable. Vitelity will do everything within their power to prevent service outages within it's network.

In order for e911 address information to be passed to your local PSAP dispatcher, you must set your outbound caller ID value to the specific DID you are purchasing e911 service for. Therefore, by agreeing to these Terms & Conditions you the customer agree to set the outbound Caller ID number to the DID you have enabled e911 services for when making an outbound 911 emergency call. Failure to set the correct caller ID value will result in an $85 surcharge per 911 call.

We have added an extension to our network which all Vitelity users may call to test their Caller ID value. At any time, you may test your outbound caller ID value by dialing '811' through our network.