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“AVOID GRADWELL ”

written by natczarnocha on 19/06/2019

My advice is to AVOID Gradwell
I'm not a technical person however I was introduced to VoIP and Gradwell about 7 years ago and without shopping around I subscribed to their "service"
It served a purpose but there was a lot of technical issues and down time and nobody ever returned calls. Seven years ago landlines were a vital part of my business and losing them for hours or even days sometimes was challenging. Worst part no one ever returned calls.
But nothing compares to the experience with them over the past 2 weeks. We started to receive emails from them saying we are reaching our limit on outgoing calls. Something that can never happen as 99% of our landline use is incoming.
We responded to every incoming email from Gradwell saying its impossible that we're reaching our limit but without any response.
They suspended our service!!!!!
I has to call them about 4 times to finally get our service reconnected.
Then the issue of these calls. It turns out they were being made to a premium rate number which was not the case. They told me it was to a government department which is unlikely on a premium rate service and eventually agreed to credit our account with that amount.
Then the invoice came through which included the premium rate calls without the credit. I emailed and requested they credit the account as agreed and not draw that amount from our bank account. Email ignored as were the following 2 more.
On Friday before leaving the office I sent an email categorically forbidding them to enter my bank account under any circumstances and take that money without the credit.
Monday morning I arrive at the office to see they had taken the money. Fortunately my bank were very helpful and reversed the payment.
I immediately emailed Gradwell and told them what I had done and asked them to call me.
I heard nothing, but my entire service has been cut off no in or outbound calls.
Thankfully I have alternative landlines and all my clients were notified without disruption.
Would I recommend Gradwell
ABSOLUTELY NOT.
STAY AWAY FROM THEM