Complaint Review: Sonitel

I was happy when I saw a company offering a really good deal on VOIP packages, that A friend pointed out to me. However it only took me 20 minuites to work out that I was a sucker for going with their service.

They gave me a FREE UK number for VOIP in as part of signing up. I then selected to sign up for a german number and put 10 euros on my account- I was told that if I put 10 euros then a further 10 euros would be credited.

For some reason it only allowed me to top up 7.5 euros, so I contacted customer support.

I was then told that I was not eligable for the 10 euros bonus as it had not come through their referal system. Agent was not willing to fix that. So I smelt a con and asked for my account to be canceled.

When I asked that suddenly the only thing that could be refunded was the apparent 'UK number' that I had SIGNED up for and paid for....even though it was a free trial?

Then the german number....which apparently needs me to send in authoriation to make it active could not be refunded even though I had not sent in this information to complete the sign up.

I asked the agent for the phone number and he lazily pointed me to the page. I found the number and called it.

Option 1 sales- this number is busy. Call back later (in a very indian voice)

Option 2- support- same issue

Option 3- please hold- SAME issue. All in a dodgy indian accent.

To top it all off- the software that I downloaded said 'error in the sonetel system'

My conclusion- Indian rippoff company that will NOT honour an agreement, sucks you in with a promised discount that does not exist, software that does not work, a free number that is NOT free, and then when you complain nothing can be done to help......

 Here is the chat I had for your amusement

Hello, thank you for visiting. Can I help you in any way?
Me: are you real?
Jorawar:
Hi
I am sorry, I did not understand your question.
Me: i wanted to know that this is a real person and not a bot
Jorawar: I am a real person.
Me: interested in some of your services
cool
Jorawar: Please let me know, how can I help you?
Me: ok I just signed up for a couple of phone numbers
im actually really interested in taking the premium account subscription
Jorawar: Okay
Me: I also want to know where I can download the software from to actually make and recieve the calls on my PC I couldnt find it
if you could help me I would be grateful.
Jorawar: Certainly.
Can you please let me know your company ID or email address?
Me: xxxxxxxxxxxxxxxxxxx
I had put the kettle on so I must go and stop it if you can give me 2 mins
thanks
Jorawar: Sure
Me: done
so
Jorawar: Hi
I see that you signed up today and purchased two phone numbers from UK and Germany.
Me: yes
Jorawar: You can purchase the Premium subscription.
Premium costs $9.95 per month per user.
Me: i know that
I saw it
didnt see where was the link to make the purchase.
Jorawar: Are you signed in to your account right now?
Me: also I need to know where is the link to actually download the software to run the application?
thats most important
yes I am in my account
Jorawar: You can download the Sonetel Windows Client from here: sonetel.com/download
Also, there are some third party IP phones available which can be used with Sonetel.
Me: ok
Jorawar: Information about IP phones can be found here: sonetel.com/phones
Me: I have one that I think can use it.
now I also made a mistake I hope you can help me fix it
I wanted to top up 10 euros but I topped up 7.50
Jorawar: Okay.
Me: it said if I topped up 10 euros I get 10 euros bonus correct
so if I add the next 2.50 to the account does that add 12.50
Jorawar: I believe you are referring to the referral bonus.
Me: yes my friend told me about sonitel
Jorawar: Did your friend refer you using the "Earn free credit" option in the account?
Me: no idea
i was just told if I put on 10 euros I get another 10 euros
or is that now not going to happen.....
Are you still there?
Jorawar: I am sorry, this promotion is only applicable if your friend had referred you through the "Earn free credit" option.
Yes, I am still connected.
Me: ok well can you cancel my account then, as I fell a bit ripped off
companies always making excuses not to pay the bonuses.
Idont deal with lying companies
so please tell me how to cancel and get a refund.
Jorawar: Could you please confirm if you were referred by your friend through the online portal?
Me: I told you already he told me about it and just sent me an email
it said on there I get 10 euros free
it says it on your site too under referal I just saw it
Jorawar: Okay.
Me: so thats totally unfair
Jorawar: Please give me a minute to check.
Hi
Me: hi
Jorawar: I have verified the referral credit option.
If you have signed up using the link sent by your friend, then you get additional €10 credit on adding €10.
However, it is only applicable to the first payment.
Me: so is my only option then to cancel?
Jorawar: Since you have paid €7.5, this offer will not be applicable here.
Me: i see that
so i have no other option then?
Jorawar: I am sorry, but the free credit is added automatically by the system in case of referrals.
You can learn more about it here: sonetel.com/site/pmwiki.php
Me: understood
so can you please, as I ask cancel the account and do the paypal refund please.
many thanks
Jorawar: I will forward your case to our finance department for the refund request.
Me: ok can you connect me with the,m
Jorawar: We can refund the full amount for the UK number.
Me: the UK number was a free trial?
Jorawar: I checked your account, I see that you purchased it.
Me: nooooo
it said free trial
Jorawar: You can find the charges in "Monthly statement" under "Payments and usage" segment.
Me: i only signed up for this service about 20 mins ago
Jorawar: I do see that.
Me: so how could I have suddenly purchased a free trial
this is honestly, looking more like a con than I first thought
Jorawar: As per the logs, I see that you have purchased this UK number.
You can check the details yourself in your account.
Me: how did I just magically 'purchase' a number
it said free trial
Jorawar: We are a genuine company and not doing fraud.
Me: well, from this chat as evidence, it certianly seems to be a fraud
Jorawar: Are you signed in to your account?
Me: I dont really care what it SAYS in my con company account
Im telling you I didnt agree to purchase any number
I want my d**n money back
or Im going to put this all over linkedin that your company is obviously a con
and facebook
this is rediculous
obviously too good a deal to be true really is
put that in your 'log'
Jorawar: If you let me explain the procedure of refund, I will explain you everything.
Me: all I care about is in pirnciple I want to see that money back in my paypal account in the next hour or I will make sure I damage your companiy so the first google search for your mcompany brings up the word ;con artists'
Jorawar: I am telling you that you will get the full refund of the UK number however, Germany numbers are ordered directly from our service provider upon customer's request.
Me: i dont even care about 7 euros it is the principle
Jorawar: Hence you only get the refund of the monthly fee of the Germany number and not the initial setup fee.
Me: it said I need to verify my adress before you can set up the german number
I didnt verify it so that contract has not happened
jesus, more cons
and cons
with you guys it seems
whats the phone number for your complaints department please
Jorawar: If you wish to speak to us, you can contact one of our voice engineers in one of the numbers mentioned here:
sonetel.com/en/html/about_sone...
Me: you couldnt even be bothered to give me a number.
wow
I want your agent ID please
Jorawar: It is SS0035
Me: thank you. good day.
Jorawar: You are welcome.