iPlum Avis 231

I have been using iPlum for a couple of years. As of the changes last year the app has become inconsistent and it takes opening it three times to remain open. Texts don't come through until I look for them after I receive an email that I have one and clients are complaining their calls are not going through. I'll be looking for a replacement service. The irony is they have gotten worse as they have gotten more expensive.

At least I can receive texts for verification purposes, which is why I keep it. Although, I am not happy to be asked to pay extra to be able to send texts. When I call to the US, many times I can hear the person or company on the other end, but they can not hear me and they end up hanging up. This is very aggravating and it happens a lot. It is also the only company I know that charges $19.99 to leave.

I used the iPlum app for my business phone and disliked it. It was clunky and I couldn't scroll through a message I was writing without deleting it. Also, there is no web-based texting option, which is a pain. Finally, when I requested that my new subscriber port in my number from iPlum, iPlum would not port it out until I paid $19.99. Overall, unimpressed with the app and feel taken advantage of with the porting out charge.

Charges $20 fee every month because their system has an issues with my card.
Also charges fee to port out number, and doesn't let you do it unless you pay the cancellation fee.

Outstanding support! The representative that responded to my email and the one I met with over zoom displayed professionalism, friendliness, and helped resolve my issue in a very timely way.

The representative, Jake, was patient and listened well to the problem. He was then persistent at problem resolution until all issues were resolved. Thank you Jake!

Great support session. Answered my questions and guided me through toward making corrections.

The gentleman was prompt, very respectful and solved all of my questions in a timely manner.

The gentleman that helped me was very nice and helped me. I couldn’t get the Zoom meeting together but he was patient and helped the entire process. I’m very appreciative

Overall pleased with the customer service outcome regarding a recent autopay disruption. The billing issue wasn’t able to be resolved on my end until after my account had been deactivated. IPlum did refund my reactivation fee in order to maintain a positive business relationship with me.

The Tech help was very professional and knowledgeable

I'm not sure if this will stay up since I haven't purchased services but..... A couple of days ago I filled out all of the information including my credit card information and for some reason my bank keeps blocking the transaction so when I called my bank they said it was for security reasons? I asked what the specific reason was but they wouldn't specify.
I was going to attempt again as this service was recommended to me but upon reading the replies for iplum to dissatisfied customers, they seem very condescending and completely dismissive with am excuse for every complaint and no real concern. For this reason I will not be trying to move forward with this company. Also they may want to see why there's a security issue when purchases are trying to go through.

I spoke to Jake, Regional (I think) Manager. Together we brain stormed solutions to my problem. We (the owner of my company and I) tried one of the solutions and it's already better,

Big mistake for me! I switched over to Iplum and actually left within a few days. My call quality was awful, and I could not even answer any incoming calls as whenever I switched over to the incoming call, the other person calling me could not hear me so I would need to hang up with the first caller in order to accept the second incoming call. Technical support unfortunately did not help me resolve any of these issues and was only available via chat which can be very difficult especially during off hours. Additionally, I made the mistake of paying for a year of service upfront in order to take advantage of the pricing discount. I did this assuming the call quality would be at least as good or better than my previous provider whom I only left due to SMS texting issues. When Iplum could not resolve my issues, I made the decision I needed to leave for something more reliable as their service was negatively affecting my ability to conduct business. They informed me there would be no refund as per their policy which is very clear on this matter. However, I thought because I only had their service for a few days, maybe they would have prorated the service and perhaps charged me for one month, but again their refund policy is very strict...there are no refunds period! Additionally, I found out the hard way, that in addition to paying them for an entire year in advance, I had to pay an additional $19.99 to have them release my number in order for it to be ported to my new service provider. That was very frustrating to say the least, but now that I am with my new provider, I am not having any of those issues and the service has been great! Reviews are very subjective, and I believe people can have very different experiences and sometimes you just can't make everyone happy, but based on my experience, I would strongly suggest you consider other options before going with this service. However, if you should decide to give them a try, do yourself a favor and only pay for a month first, do not pay the year up front, and make sure this service works for you because in addition to the first month of charges, you will pay another $19.99 for them to release your number to port it out to your new carrier. Lastly, on a personal note I am not enjoying writing this, but I felt obligated to help the next consumer in making an informed decision.

Jake was very helpful and walked me through all the questions I had.

Agent understood my issue very quickly and fixed the problem. He was very fast. In fact, I was 10 minutes start to finish. Best service.

Helpful and thorough. Jake understood exactly what I needed to set up and walked me through each step of how to make it happen.

I think this company words their advertisements so that they can get therapists who care about privacy to buy this service. I bought something thinking it would be one price, but then to get everything to truly work like you need to, all of these other "features" are added and cost extra money. The customer service I would rank from horrible to non-existent. They either weren't helpful or just not responding. Then the software itself was a little buggy. I finally gave up. No matter how much something costs, it's not worth the headache of horrible customer service.

Edit:
I'm just responding to the person from iPlum who responded to this review, and according to the email I got from TrustPilot, iPlum wants me to take my review down. I think this is really unfair of you after even on the date of experience here (updated) the app still wasn't working the way that I expected. This may seem inexpensive to you, but it makes it seem that the service is one price, then in order to get a BAA, I had to add a backup plan, which was extra. And there was nothing I needed that for that a regular phone company wouldn't have just included in the price (a log of my calls). Then if I don't pay annually I have to pay $20 for a BAA. Those are extras to me, even if it doesn't seem that way to you. Why are you charging $20 for a BAA if your service is not paid for annually? I couldn't include the link here, but I do hope people really research the costs before using this service.

In setting up the account, I had crossed all the numbers up. Customer service arranged a Zoom call with me. My tech representative was on time and solved all my problems in one call.