IPlum sent me the following email today (12/11/24) in response to my review, stating they sent an email on 9/13/2024 to notify me of the upcoming disruption in service. The email address they referenced sending it to did not exist at that time--I created that email address on 11/11/24. Then they asked me to remove my negative review.I’ve cut and pasted the email they sent me:“An email was sent to this address on Sep 13. We have records for it being sent to this email address xxxxxxx and we have found that you are trying to post it at review sites about our bad customer service.We are surprised by it because we are diligently trying to do our work and help you with TCR which is not in our direct control.Please remove those reviews.”__________________________________________________I did check my spam folders. You did not alert me.I am frustrated by Iplum's response as it does not address the lack of notification. I understand the mandate, but the disruption occurred without notice. In 2023 this occurred without notice and again this week.Your response did not address my other concerns regarding dropped calls, delayed voice messages, poor customer support (it took 24 hours for a response to disrupted service but 40 minutes to respond to a review). Terrible customer service! On two occasions I have lost the ability to send messages to patients (which I rely on for scheduling purposes). This happened in 2023 without notice due to text registration requirements by the carrier. I was able to pay $2.99/month to have the service restored. Again I lost texting capabilities this week without notice. It took over 24 hours to receive a return email (there is no customer support phone number or text option). I was told they sent an email on 9/13/24 to notify me that the carrier discontinued the $2.99/month plan. I NEVER received the email.I now have to wait 5-15 business days for service to be restored???!!! In addition, my incoming calls are often dropped and I do not receive voicemail messages in a timely manner. I plan to report them to the BBB and the FTC.
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