Sam B.
Jive Refuses to Respond to a Paying Customers. They Ignore Us, Despite Billing Us.
Contacting anyone at billing has proved to be so impossible that my last resort has been to file a complaint with the FCC. My company ended up leaving after a multitude of hidden charges and refusals to lower our monthly bill after removing users from our account. Previously with Onsip, and we were shopping for alternative VOIP providers that were less expensive. During the sales process with Jive, we shared our most recent OnSip bill with a Jive, and discussed our monthly usage. I was promised our bill would be less if we switched to Jive. What the salesperson failed to explain were the hidden fees and service charges. Their line item quotation conveniently left out a lot of monthly service fees that made our bill significantly higher than the quote. To give Jive the benefit of the doubt, we kept using their service to give it a thorough test. As more issues began to arise, such as charging us for international calls that were listed as counties included on our unlimited international calling program, and failing to remove users after we removed their accounts, the real trouble began. My attempts to call the billing department cycled me through a recording telling me to leave a message after the tone, but instead of a tone, the recording repeated until the call timed out. Jive refuses to answer any of my emails and support tickets requesting to correct these issues. I've been attempting to communicate with someone for two months, and they refuse to respond. I've contacted their support asking representatives to reach out to the billing department on my behalf. But those requests are always unfulfilled. I am at a genuine loss as to how a company decides to abandon a paying customer completely and ignore every attempt to resolve simple billing issues. I like to believe, behind most negative reviews, there is a disgruntled customer exaggerating claims to bolster support of their dislike for the said company. I genuinely welcome the response of a Jive representative who has an understanding of my attempts to resolve these issues, and Jive's decision to ignore a customer's multiple efforts to address this matter, despite continuously billing them. I've since ported my numbers out of Jive, I've reached out to the FCC for support in getting this company to respond to me. I urge caution to all business considering Jive or any service run by the LogMeIn Company. This behavior is unacceptable. I am happy to update this review if I ever hear from Jive. Update: 1/10/2019 Two days after posting this review, I received a message from an employee at the Resolutions department. From 11/29/2019 - 1/8/2019 we exchanged 22 emails. During the first week of emailing, the representative acknowledged Jive's numerous mistakes and informed me he would resolve them. It took over a month to fix the issues after acknowledgment and updates informing me he is working with the billing department. During this time, I received multiple bills from Jive, which added to the confusion and frustration. It took more than three months to close my account with this company, and was only accomplished after multiple efforts to get in contact with someone from this company, which included this bad review, an FCC complaint, Facebook messages, LinkedIn messages, phone calls, emails to corporate, and emails to all departments at Jive.com. I continue to urge caution to anyone considering Jive Communications, or any other companies that are owned by LogMeIn Inc.
Reply from Jive CommunicationsNov 26, 2018
Sam - This is certainly not the kind of experience we hope to provide. I've sent over a direct message to help gather additional information so a representative can reach out directly.