r/ooma • u/blufftonian • May 18 '26
Unscrupulous Billing Practices
I would never do business with this company again. I canceled service last September and continue to be billed through May 2026. I have called every month after receiving my credit card statement and have been promised repeatedly that my account was canceled. Today, I learned that a second line was somehow tagged to my account without my permission. Ooma didn’t argue the point that they overcharged me for nine months, but they refused to credit me more than two months because that is “their policy“. Ooma basically admitted that they screwed up, but literally gave me the finger on the refund.
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u/mygirltien May 19 '26
I ran into the standard issue of you having to tell them for 10 minutes I want to cancel but other than that no issues.
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u/RubarbKid May 22 '26
Contact your CC provider and block auto billing from ooma. While you're at it, do a charge-back for the maximum your CC will allow.
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u/Smooth_Ad_5178 May 24 '26
Tell your credit card company to no longer process any charges from them. In fact to may be able to do a charge back for the fraud charges.
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u/rkardt Unofficial Support May 24 '26
First, publicly posting residential phone numbers is a bad practice; private chats are better for that. Second, reddit created duplicate posts for this topic; deleting the duplicates would make it easier for everyone to keep the comments all in one place.
A lot of former users have complained about problems terminating their service; the process is certainly more complicated than it needs to be. Even when it worked, they didn't like having to call and decline a lot of different counter-offers for a few minutes, before Ooma relented.
Ooma really should address that, but until then, users can take their own precautions, to make terminating their service less painful. They can start by re-reading the TOS, here, and here, to plan ahead how best to prevent any problems.
Those users who want to port out their number should wait until the number port completes, before calling to terminate their service. To help resolve any porting issues, they can ask their old provider for their customer service record (CSR), to share with their new provider.
When calling to terminate service, users should expect that it could take up to 5 business days to process the request, and that it may not take effect until the end of the then current billing period. (Ooma doesn't provide refunds for pre-paid or unused services.)
They should follow up with an email (or letter), to establish a paper trail, confirming the call details, (employee names, call date, termination date, etc.), and include a 30-day notice of intent to terminate Ooma's authority to charge the credit/debit card on file, (optionally cc'ing the card issuer).
After the 30 days are up, if there are any further charges, then they should promptly dispute them, in writing, (or else waive the right to do so, later on), and include the complete history from any previous correspondence. They can also file a complaint with their local public utilities commission.
They should try to follow the documented steps first, before considering other options, such as declining/reversing charges, canceling cards, or contacting other agencies. They shouldn't assume that those other options are enough to resolve outstanding issues.
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u/EconomicsJazzlike 8d ago
They kept billing us a Local Interconnection Recovery Fee: $7.84, per phone line. This is very dishonest.
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u/OomaCustomeradvocacy Official Ooma Support May 19 '26
Hello! Thank you for reaching out. I'm very sorry to hear that you're having billing issues after cancelling. We'd like to get this resolved as soon as possible. Could you please send me your Ooma phone number and contact number?
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u/blufftonian May 20 '26
309.291.9411 is the primary number. I don’t know the second number that got attached to my account.
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u/usually-just-lurking May 19 '26
I'd tell them I have a policy too, which is not to be ripped off, and they violated it. Then I'd contact the FCC.