Sage Group Technologies, Inc – Unlimited talk/text plan changed without consent

Sage Group Technologies, Inc (Sage Group) has been using RingCentral (A Phone and SMS Services Provider) services since March 2018. Last month, we experienced something unusual regarding our services and RingCentral starting charging extra $23.53 for SMS messaging daily. Our contract with RingCentral is unlimited phone calls and unlimited messaging.

Late last month, I decided to inform our account manager. It was really hard to get in touch with Account rep on the phone. However, after 10 days of trying to get account rep attention, spoke to our account rep Kevin Jan Saquilayan, who could not provide much assistance as he is new, and does not know our contract well. I tried to explain to Kevin that we never signed an agreement that Sage Group can be charged for SMS messaging. Our contract says unlimited call and SMS Text. Kevin says it is regulatory and it overrides the contract.

We are very disappointed with our account support as well as treatment of customer by RingCentral. Moreover; we consider this SMS messaging charges as a material change in contract without our consent. We checked with RingCentral competitors Google, 8X8, OpenPhone and one more vendor to provide the quotes for similar services that we are using from RingCentral. No other company is charging additional fees for SMS teaxt messaging in their plans. I informed this to Kevin as well. Since Kevin was not in a position to act, he transferred me to contract cancellation department.

I spoke to contract cancellation department and they said they will send me a copy of contract. I am yet to receive the contract copy. RingCentral contract cancellation department is holding Sage Group responsible for early contract termination fees, which is wrong.

Sage Group is willing to continue this contract if RingCentral does not add new charges . If that is not the case, then Sage would like to terminate RingCentral contract as this new SMS service charge has been imposed on us without our consent.