Nextiva

This is an entire company of people who cannot do anything right. I'm not sure how they still have any customers. This is ridiculous. We tried to work with Nextiva to fix the issues, but they were unhelpful. Instead, they demanded more money from us to get all the features we were promised in the sales process. This company can answer a sales call in a minute or less but can't be bothered with customer care and IF you get a customer service rep on the phone their attempts to help you are piss-poor at best. They will steal your card info and keep charging it for random amounts and at random times.

It is like they are just your stealing money to cover their expenses. Totally wrong and unacceptable. Just an overall god-awful company that can't do anything right. Overall, I would strongly advise against doing business with Nextiva. They are unreliable, dishonest, and clearly only care about making a quick buck. Save yourself the hassle and look elsewhere for a better communication solution. Nextiva is a scam.

I called Nextiva because of an email they sent stating the credit card on file expired and when I mentioned I needed to change the name and email on the account (that is literally it, nothing more than that) they said I had to submit documentation to do it. But when it came to taking the new credit card information they did that instantly over the phone. The documentation they requested was quite ridiculous in my opinion. They asked for one of the following: Articles of Incorporation, Articles of Organization, Operating Agreement, Partnership Agreement Shareholder, Board, or Company consent. It's a phone company, why do you need that level of information?

I sent them a letterhead from our CEO as our company consent and they said that wasn't good enough. The manager of customer service set up a meeting with me to discuss this but then never showed up, did not answer any of my calls or emails. No one from billing or customer service has answered any of my emails still and it's been over 3 months all to update my name on the account. They didn't hesitate to update the credit card which has my name and the business name. I have been emailing them from my company email, verify the info they have requested, gave them the company card number, but it's not enough proof I work at the company. When I called their number, the support person told me they would open a ticket, but if I was not able to provide the documentation while I was on the phone they would close the ticket. He said the best he could do was give me an hour to respond before closing it.

This is a bad company and I wouldn't even say they have customer service. Anyone thinking about trying them out, please save yourself the headache and find a different company. Changing the main contact on our office security service was easier than this. I am planning on canceling and preparing my credit card company to stop any charges after my cancellation date since Nextiva seems to steal people's money after they cancel. Read all the reviews on this page and save yourself the trouble.

Nextiva would not respond to my numerous requests and, somehow, they received my current credit card information (I find this VERY concerning as I did not provide them with my credit card information, nor did I authorize them to charge anything to that card), they entered my new credit card information into my account, and they charged my new card. Again, I contacted Nextiva about this several times and they would not respond. I was finally able to get someone to address this through their online chat and was told that the charges would be removed and that my account would be closed in a few days. This, of course, did not happen.

I contacted my credit card company to dispute the charges and my credit card company removed the Nextiva charges and put a block on future charges. I continued to contact Nextiva to close my account. I finally received an email from their customer services stating that they would close the account but needed additional information (information that I already provided several times). I provided the information and was told that my account would be closed. It wasn't. The customer service individual I had been working with just quit responding to my emails. I then filed a complaint with the Better Business Bureau in AZ and on 04/11 an Escalation Manager from Nextiva contacted me after the BBB contacted them. This individual requested the same information that I have provided numerous times and said that my account would be "passed the account into cancelation processing."

As my account was not closed, I continued to request information and request that my account be closed before it is up for renewal on 04/28. On 04/20 the Escalation Manager said: "the request to cancel the account is already with our Customer Relations team. They have to send you a termination quote, which you need to approve and sign to have cancelation take effect. Unfortunately, at the moment, there is a system issue preventing us from sending you this quote. It has already been raised to our engineers' attention, and we are currently waiting on resolution. I am monitoring the case and will be your point of contact till we ensure the cancelation is processed." I do not understand why I need to sign anything to close an account that has a zero balance and no contract, especially when I did not have to sign anything to open the account.

Additionally, it shouldn't be this complicated to send over the paperwork for me to sign and have the account closed. After reading about other customer's experiences with Nextiva, it is apparent that this is a delay tactic that they are using and will likely charge my account for continued service on the 28th, which, of course, I will report as a fraudulent charge. I emailed the Escalation Specialist on the morning of the 25th and, again, requested that my account be closed immediately. He has not responded. In addition to the case that I have filed with the BBB, I am going to file a Consumer Complaint Arizona Attorney General. I cannot believe how much time and energy I have had to spend just to try to close an account that is paid in full and does not have any contractual service obligations. This is a TERRIBLE company.

The next day I called the practice to double check, and the Nextiva call service was again inactive. Missing calls places my physicians at risk of malpractice. Why is it so arduous to active the Nextiva call service that even Nextiva customer service could not do so after 50 minutes (despite incorrectly telling us it was active). Maddening we are looking to switch.

5) After all the frustration, I cancelled the account on March 26th 2023, ten days after opening. Since I have no trust on Nextiva, I emailed and called to confirm the cancellation and requested to remove my credit card information. Then on March 30th, I got an invoice from Nextiva for my canceled account - I need to call again to remove the charge and wonder how Nextiva runs its business into such a chaos. 6) All the above is from my personal experience just within ten days - with numerous hours wasted on the waiting and calls. 7) I resolve my phone issue very efficiently with Ringcentral afterwards.

Nextiva support blame the problem to your side, and all the time suggest to delete it and reinstall fresh every time it freezes and poor perform. Unfortunately they pushed the new product without the proper testing prior release it, and no way to roll back to the old Nextiva which if not perfect was far more stable and reliable product. All our agents, and even colleagues in different offices and locations are frustrated and experiencing issues with Nextiva One.

They promised a highlight to call feature. The first release of this update we were promised highlight to call by our OWN SALES GUY and 1 it did not work outside of Nextiva One, 2 It's not even highlight to call. It's click to dial but only on phone numbers that show as links. Oh yeah and the old app they shut down had ALL OF THESE FEATURES AND THEY WORKED. They sold people on a new app, falsely advertised it, released it probably a year before it was ready and FORCED all their customers to use it.

Use a new app that crashes all the time, full of constant bugs, and doesn't have a single feature they advertised it to have besides maybe their video conferencing software which that too sucks. Best part is we are still paying the same price, for a much much lesser service/product. We are paying customers BETA TESTING their new product. Hey guys? You should be paying for your own beta testing on your app. I feel like this has to be illegal or at the very least EXTREMELY UNETHICAL.