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1.7 6 Reviews

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5 Unresolved
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L
5:33 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Line2 Regular outages, seemingly no spam filtering, buggy apps, lousy support. Avoid this company at all costs.

When we signed up in January 2020, they promised me in a pre-sales on the phone that if we didn't like the service, we could port our number to Google Voice. That's apparently not the case, and I'm not the only person who has been mislead: https://support.google.com/voice/thread/9576104?hl=e Google Voice doesn't support porting from Line2. So if you port you number to Line2, you have to port it back to a mobile carrier, then over to Google Voice. For those living abroad, that's not really a safe thing to rely on. March 4th 2021: they still claim porting to Google Voice is 100% possible, even when asked point blank if it would work on the Google Voice end.

Further their app crashes constantly and this is the quality of the support I get:

"Me (3/4/2021, 12:05:02 PM): What is the correct procedure to uninstall on MacOS 11.2.1? I am running Line2 version 3.2/

Mlania M (3/4/2021, 12:06:11 PM): every computer is different. You can search and look up on how to uninstall it on your desktop

Me (3/4/2021, 12:07:00 PM): Every application is different. Some just need to have their executable deleted. Some need an uninstaller run.

Me (3/4/2021, 12:07:39 PM): So, what is one supposed to do for Line2?

Mlania M (3/4/2021, 12:08:19 PM): You should know how to uninstall an application on your desktop . Once you uninstall it, you can reinstall it from the link I provided."

When we signed up, I asked their support agent if there were any known issues that we should be aware of before signing up. They told us that we might need to log into the dashboard to "log out all devices" every 2-3 weeks to ensure it keeps working. Well, we've significant drops in service that haven't been resolved in by doing so. Further, their status page claims a "100.00% uptime" for the last 60 days despite there being outages (and the outage I experienced went on for well more than the claimed 46 minutes).

I often cannot see message or call history in the app.

Often when I make calls it sounds like a chipmunk. Here's calling their number 1 (888) 472-9900 on their Mac desktop today on a computer getting 108Mbps down and 60Mbps up at a 6ms ping: https://drive.google.com/open?id=1Ux7rp5kF91N3zQbGpMjNNAtL5x0Ws7p9 All seven of the test calls I made to this number today on this machine sounded the same. (March 4 2021 Update: this is still happening.)

That's when it "works." I have found on at least several occasions that I cannot make calls both on desktop and mobile. On desktop I get an error indicating that I'm already on a call with (###) ###-#### despite the fact that I'm not on any calls. On mobile it often says I don't have an internet connection, despite the Speedtest app on my phone indicating a 500Mbps (yes, half-gigabit) connection with 5ms latency.

I get far more SMS spam on Line2 than T-Mobile. I cannot find a way to block someone from texting you in the app unless they've also called. You have to log into the website and create a new "blocked" contact, which takes a login and several unnecessary clicks to complete in their ancient interface.

The only way I've found to significantly decrease the quantity of spam calls is to turn on call screening, which on the $10/mo plan applies to everyone, even known contacts. Not forcing contracts to screen get screened is a "Premium" feature that apparently costs an extra $5/mo. All this as a workaround for a problem Google Voice doesn't have.

Every time I plug in my headphones on my laptop I get an annoying popup asking me to select the headphones as an input device.

Their support department is almost impossible to reach via phone. The last time I managed to get a hold of someone there I was on the line for over 20 minutes.

I deeply regret signing up for Line2 and it seems I am stuck with them. [censored] this company. There's no reason I can think of that anyone should do business with this company unless you happen to be stuck with them (due to the Google Voice porting lie).

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K
5:03 am EST

Line2 Terrible service!

Never thought I would write something negative about this company because I liked them at first.
But all of a sudden they suspended my account and deleted all of the contacts I had there. I was infuriated. I didn't violate their rules, policies or whatever else can be violated. hey blamed it on me (of course, I had no doubts) and said that I did it. wtf? You think I was sitting there and intentionally deleting each contact?

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J
2:57 pm EST
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Line2 Director of operations: jennifer cohen

Had a billing issue than took 12 e-mails back and forth with 3 different people and wasn't being solved so demanded to be escalated higher. Then Adrian, Line2 Support | Tier 1 Manager took over in as much as did nothing to fix the issue or listen to a word I said. Then after really demanding escalation which took a further 6 more e-mails to be escalated this person:

Jennifer Cohen
Director of Operations

Instead of addressing my escalated complaint and fixing the billing problem. This excuse of a person said this:

'If your payment is not received by end of the day Thursday February 16th, 2017 we will have to shut down your account permanently.'

Thank you,
Jennifer Cohen
Director of Operations

Then I wrote back 6 times from the 13th to the 16th and didn't get one response back. They refused to take payment through Apple where I was originally paying and the billing system on their site would just give me errors despite my card working just fine and get confirmation the card was fine from my bank.

Then I get an e-mail on the 17th saying:

'We have had to shutdown your account. Please find your entire billing history below.'

Jennifer Cohen
Director of Operations

Director of Operations: Jennifer Cohen is a nasty piece of work and an embarrassment to any company that would hire such a vile person!

F*** LINE2 and F*** Jennifer Cohen! A disgrace!

This is just how it ended but could write a novel of all the services issues I faced in the year I was with them. Save yourself from the nightmare that is line2! Honestly, if they have a disgrace of a human jennifer cohen as director of operations, then they should go out of business!

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E
11:26 pm EDT

Line2 Unauthorized charges

You've been charging BOTH of my USAA accounts; my credit card which FINALLY stopped after changing account numbers not once but twice. My checking account however, this sleazy Line2.com has mastered the art of making cancellation an impossibility. Over 2 1/2 years now every month, without fail, this Line2.com has charged my checking account 9.95. All the debit card changes in the world have not arrested them! Im furious and calculating them to owe me approx. $280!
I have statements to prove yet clearly this is a case of having signed up at SOME POINT YEARS BACK WITH THEIR PROMISE OF A FREE TRIAL AND PHONE CALL CANCELLATION...well their phone number is a recording. Their website requires one to have a line2 phone number to cancel. Of course, I don't have nor ever did have any "line2 number" so I'm sure this is a scam of which I am clearly one of hundreds if not thousands of victims! Eliza McMurray

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Mike ZZZZ
, US
Aug 01, 2018 10:21 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Same BS. They keep charging for a service I dont have and have cancelled in December 2017. Despite cancelling my cc they have a way to get access to other banking and mysteriously charge another card. Its a scam that is brilliantly calculated. What monsters and s$$t heads.

ComplaintsBoard
R
10:16 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Line2 Wrongful termination of account

I kept getting emails to get a new credit card on file within my account. It was or had expired. I wanted Toktumi to not auto renew my account like every other company tries to do. Therefore I thought my only option was to cancel the account, meaning at the END of the term. I PREPAID and still had about four more months. I figured at that time I could decide if I would like to renew it...on my terms, with an informed decision...NOT automatically. Instead the support team cancelled my account that day and I said wait, no, and they said nope, it's cancelled today and if you want it back on you need to pay again. I do not get the four months with my number that I had ALREADY PAID FOR. I told them I don't want a refund or a credit, I just want what I already paid for and have option to renew later without the constant barrage of emails asking for a new credit card. They said, 'it's a done deal". They can't help. I think it's shady and slimy. I don't need that kind of business relationship. Good luck with that I told the support guy.

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C
10:30 am EST

Line2 Scam

Toktumi / Line2 service is horrible. They are a phone company that does not even have a phone number.

They have charged me for a service that does not work and they keep charging my credit card. I had to call and cancel the card in order to cancel with them.

Line 2 for iphone great idea but the produce does not work! Text messages send but do not receive.

If you need help you can't call because they have no phone number. Just a chat line that is serviced by complete idiots. See my chat thread below...

John: Hello, Chris. One moment while I review your information...

(At the conclusion of this chat, please click the red END CHAT button on the lower left corner to give us feedback. Thanks!)

John: Good Day Chris, how may I assist you today?

Chris: My text messageing on my line2 iphone app is not functional.

John: May I place you on hold for few minutes while I check it for you?

John: Thank you for waiting.

John: Let me share some information on texting.

John: Text messaging is only available for US LOCAL numbers (toll free and Canadian numbers do not have this functionality)

John: Sending texts to international numbers requires a PAID subscription and costs $0.10/msg

John: MMS and texting to short codes are NOT supported

Chris: My number is XXX-XXX-XXXX we ported it over from AT&T mobile. I can send text messages but I cant receive them.

John: Thank you for the information.

John: Not able to receive text messages is a known issue. It is due to heavy traffic.

John: Our engineers are working on this to resolve it soon.

Chris: This has been like this for 2 weeks?

Chris: My I have a phone number to call please?

John: Okay. I will forward your issue to our next level support team.

John: May I please have a good call back number to reach you?

Chris: that is what they said yesterday and i never got a call. what is the company phone number.

John: If a call back is raised, then you will be receiving a call shortly.

John: Normal call back will be with in 24 hrs.

Chris: My number is XXX-XXX-XXXX. What is the support teams phone number?

John: I am sorry to inform you that currently we do not have direct number for Toktumi Customer Support.

Chris: You are a phone company? How do you not have a phone number?

John: Sorry, soon we will be having that facility also.

John: Thank you for providing the number. Our support team will be calling you.

Chris: So why do you charge me money if I cant even use the line 2 service?

Notice: John exited session!

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R
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RichOhBoy
, US
Jan 31, 2016 9:21 pm EST

i singed up for the Pro version at $14.95 per month. They make it impossible to cancel an account, and just continue billing your credit card.

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U
unethicalbusiness
, US
Oct 01, 2013 7:08 pm EDT

I agree with the complaint. I have been their customer for more than 3 years and last year I did sign up for the annual subscription and I just get an auto billing this week. However I have been call them for numerous occasion prior this incident and can't find their phone number. I emailed them to inquire about the phone number and they didn't reply me with any answers. All they reply with an email and try to "help" me with the issues. I don't really get the solution of the problems and just didn't have time to email back and forth and they didn't even bother to follow up. When I called this time to inquire the auto billing, plan changes and again, repeat my question again - What's your customer service number? I got an email said that look like I need to talk to someone and ask me what the phone number and window of time so they can call but not told me about their phone number. I gave them my number and told them just call and I'll be in and out. Today I got a phone call and a message saying that he will send me an email and just follow the instruction to change the plan. He ignore to answer my other questions about the auto billing and their customer service phone number. When I reply that I saw on the website their company is phone based support. Guess what, he reply with: "We do not offer inbound phone support anymore, the information you saw is out of date." Hello? If you are that of a big company and in the hi-tech and can't have someone to update their website. This company is totally a unprofessional and fishy about hiding something from their customers. I can't believe they still in business...

K
K
Kelijah Proctor
Suitl, US
Dec 12, 2010 9:39 pm EST

I have to agree with the complaint. I've been a line2 user since April. Didn't expect much because it was trial and it turned out to be a great option to make calls for my iPod. Things seemed to be getting even better with the price reduction, SMS feature & iOS4 support. However, around mid-October things started to go downhill. I was unable to receive SMS for 3 weeks. It started to work again in November and I decided to upgrade to a 6 month plan. Since then I've experienced 3 different outages and last night once I signed back into my account on my iPod, I was unable to receive SMS.
- Friday Dec 3:
Out: 2:10pm
In: 4:19pm
Out: 5:40pm
In: 7:00pm - texts came in, outgoing was slow to post.

- Thursday Dec 9:
Out: 7:25pm
In: 8:05pm

- Saturday Dec 11:
Out: 10:45pm (Still hasn't returned).

I'm usually extremely patient, but this is getting ridiculous.

J
J
James Toran
Hermosa Beach, US
Dec 09, 2010 8:12 am EST

Have to disagree on this one. I've been a Line2 customer since for over a year now and it just keeps getting better. When I first signed up it didn't have VoIP, just let me add a second number to my iPhone and I thought that was great at the time. Now I've dropped my AT&T texting plan completely and reduced my minutes to 450/month b/c Line2 has VoIP ( no cell minute usage) and texting. Saves me $60/month compared to my previous plan and for just $10/month for Line2 I can finally use my iPhone at home and work - neither of which work on cell. I follow the Toktumi Twitter account and I see people complain and I have to wonder if it is just a competitor trying to kill Line2's rep. Chris if you complaint is real I apologize but I have to say I couldn't recommend Line2 more highly.

P
P
Peter H Sisson
San Francisc, US
Dec 08, 2010 11:37 am EST
Verified customer This comment was posted by a verified customer. Learn more

We are aware that our support needs lots of work. The problem is our front line chat, which is handled by an offshore team in India. Our Tier II support, which is done in house by telephone, does well.

We are in the process of migrating our Tier I support in house, so that all the chat will be done by our own employees based in San Francisco. We expect to be able to make the transition by early next month, possibly sooner. We will also be moving to live phone support with a published dial in number at the same time.

Please accept our apologies for the problems you are encountering while we make this transition. We wish it could happen faster but it takes time to hire and train the new people.

Best regards,
Peter Sisson
Founder/CEO
Toktumi, Inc.

D
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dv2018
, US
May 21, 2018 3:22 pm EDT

Peter, you should explain me why after I been with you guys for years locked at one price, without receiving a notice I was charged a different amount for all my lines. My main number is 305.204.9801

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