Pingo Phone Cards reviews

Pingo Phone Cards reviews

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Regretting my decision

I purchased this card because I needed to make quite a few calls to potential clients in a foreign country. Thankfully, I signed for their $5 package and not the $20 one (which promised $10 extra). One thing, the price that they prominently advertise is for the Softphone and not the toll free number - on toll free it is as expensive as calling through my carrier. I didn't realize it the first time I called.

There are several problems with Pingo:

1. The softphone is extremely bad - half the people I called couldn't even hear me. So I tested it out by calling my own number - I heard loud creaking noises and my own voice was drowned in all the noise. I understand why my clients couldn't hear me.

2. You would expect that the toll-free number - for the price they charge - would be better. But no - when you call the number, you are asked to enter your ID and Pin. But half the time the system does not even realize that I have entered the code and keeps repeating its line to enter the ID.

It's a complete waste of money. I have a few cents left in Pingo. But I would rather call my other clients with another system rather than ruin my relationship by using this one.

Anyway on the plus side - their customer support is good. No complaints with that.

UPDATE:

I got a call from Brian Hawkins who is the Internet marketing manager at Pingo. While I could not attend the call, he further followed with me up over email to understand the issues faced by me. Their customer support has been awesome and Pingo has decided to refund the $5 back to me. Appreciate the company's customer experience. I have hence decided to upgrade the rating to 3 stars to reflect the update.
Pingo.com

Reply from Pingo.com

For Viewers Reading this Review:

- Exceptional Customer Service

As stated by the customer “on the plus side - their customer support is good. No complaints with that.”

However the customer never notified us about these concerns to give Pingo a fair chance to fix the call quality. If you’re experiencing an issue, please give Pingo an opportunity to work with you to resolve any concerns you may have. So that we can strive to maintain a 95% customer retention rate since 2004.

- 100% Refund Granted

Please note that we offered the customer a full $5.00 account refund while the remaining balance was $1.54

- 100% CALL QUALITY GUARANTEE

We value customer’s feedback to improve destinations called worldwide. Pingo uses premium routing and offers a 100% call quality guarantee.

- Customer Service
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The best, most reliable, and most economical method to reach out to families and friends!

I have finally found the most reliable, user-friendly, cost-effective phone card company, and the name is Pingo. After spending more than 20 years using different phone cards to make local and international phone calls, the real phone card company finally stood up, and remains standing. I no longer cut my conversations short, and the desire to call my relatives has been at the peak. I even spoke to my mom in Nigeria today, and she said "I knew I was going to hear from you within a few days." There was a time I went without calling for months. I love the promotions that come every so often.
Today, I sent an email enquiring about a special promotion. Instead of an email response, I received a phone call from Brian Hawkins. That was a clincher for me. Brian explained so much to me, followed with an email to make sure I understood everything he stated over the phone. This is it for me and my family, PINGO, and no other. Are you looking for a company that offers the best system to connect with your loved ones and friends? There's none other than PINGO. Very rare do people find great company in today's world, but when you do, shout it out. Brian, than you for the wonderful work you did today, and Pingo, thank you for having a reliable company that gives customers peace of mind>
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Let's enjoy the reliability and calls provided to the world.

I Love Pingo a lot, 100% Call Reliability and Quality, Keep up the Great Work. Improve the reliability and call quality. Other than that everything is perfect, make your rates cheapest and show a comparison like vs the leading competitiors. including Vonage. I make calls to Sri Lanka and the quality is outstanding. I would definitely recommend Pingo to anyone who likes to make International Phone Calls. Pingo is our trusted International Calling Card.
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BEWARE of pingo --they ripped me off total SCAM

I am a very disappointed customer of Pingo calling cards. One day I couldn't make calls--no message, no prior warning--just dialed the number and it didn't work. I tried to call customer service but couldn't get through to that either because their system was "undergoing maintenance". Their internet site wasn't working either. This was a huge inconvenience to me. When I finally, the next day got through to someone who barely spoke English, and explained how upset I was about what had happened, they offered me no compensation. I said well, you've lost a customer then. I am a pissed off customer. Please don't give these people your business.
Pingo.com

Reply from Pingo.com

Hello Amber,

We wanted to clarify your concerns for fellow readers

Customer Service

We hire multi-lingual agents to assist our diverse customer base. The service team is based in the US and is available to assist customers from 10am to midnight daily on EST.

Undergoing Maintenance:

The site was down Tuesday morning, August 27th for maintenance to launch a new offer & redesigned website. Which we posted a notice on the website & the week prior, however the phone service was not down and fully working.

You’re Account:

Based on your last name posted here “Byard”, we located an account with the first name of John. The account was created on 07.07.10 and did not pass our new account verification process and was closed on the same day. We tried to call the number on file but it was disconnected. Any funds paid would have been pending and returned to your credit card provider in 3 to 5 business days. You should have received an email confirming this at that time.

If you’d like to work with our verification manger, please call 781-505-7477 during business hours on EST to better assist you.

Sorry for the experience you had, we hope to work with you directly to resolve this.

- Customer Service

Update: The yahoo email we have on file was sent back
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Not at all satisfied

I created an account but it is still not activated even after a day time.
Also there is no response from the customer support team. I have mailed a couple of times.

poor service

Sundara moorthy mm
Pingo.com

Reply from Pingo.com

Hello Sundara Moorthy,

I'm sorry to hear the experience that you encountered. We did review this further and see that your new account went under review for security reasons. Given the telecom industry we are in, we need to add this extra layer of customer information protection to manually validate new customers.

We did notify you once you passed the review process & see you were able to make several calls to start using the International phone service.

Thanks for your patience,

- Customer Service

8/26/13 4:15pm EST update:

Follow up comment from Sundara

"Still I am unable to dial from my mobile. I am getting "Number not available from your region" error tone if I dial from my mobile phone."

Please understand that this is not the proper format to solve any call issues with the service.

Please direct future questions to the customer service team to better assist you.

As we would need to collect additional info to set up a tech ticket to explore this further.

Such as confirming that you called the provided New Zealand access number

0800449452

As located on the access page http://www.pingo.com/en/accessnumbers.do

We will follow up directly to better assist you.

UPDATE: Tuesday: September 3, 2013

The customer made a user error and confirmed he registered the New Zealand access number into his pin-pass list of phone numbers. We do see that calls went through in the call history report and we made a test call to confirm this.

However given the experience for both parties, we have pro-actively issued a full refund for the $5.00 initial purchase that the customer made to resolve this.
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SLOW POOR correspondence

Signed all up paid 20 bucks by credit card, did everything they wanted waited, phoned them, waited, still nothing finally phoned them again and was told the account was cancelled. THEY didn't call or email me It just wouldn't work.
Pingo.com

Reply from Pingo.com

Colin,

I'm sorry to hear the unusual experience that you encountered. We like to review this further but you only posted your first name.

Please contact the Pingo Account Verification Manager at 1 781 505 7477 available business hours 9 to 5 or email pingoaccountverification /at/ p.i.n.g.o. dot com.

- Customer Service

08/08/13 UPDATE

We have located this account in question & reached out to Colin. For those reading, his account was closed as we were not able to properly verify the account information, an email would have been sent to provide this notification that may have been missed in his "junk folder" or in the new 3 column email interface on gmail. We have since re-opened the account on 8/06 and it has a $30 CAD balance credit and notified the customer by voice mail and email.
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after some original problems verifying my account, i was contacted by phone & my acct was enabled, the service works & i give it a thumbs up

originally i had some issues getting verified & customer service did not respond, but after posting on trustpilot i was contacted directly by phone by a friendly representative & my account was enabled plus an extra 5$ for the trouble. I used the service right away & must say, it works well, thank you pingo, you have just earned a repeat customer!
Pingo.com

Reply from Pingo.com

Hello Tom,

We can’t locate your account to review this further. We’d like to learn from your unfortunate customer experience to try to make this situation better. So that we can strive to maintain a 95% customer retention rate since 2004.

- Customer Service

Update for Trust Pilot Readers:

7/25/13 We were able to locate the customers account and speak with him directly. The account originally was not approved, as it did not pass the verification process. We have these extra steps in place to protect our customer’s payment information. So no funds were collected.

We have since approved the new account and added an extra $5.00 credit for the unusual inconvenience he experienced.

- Customer Service
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Bad service

I have been a Pingo customer for at least 5 years, suddenly I was not able to make calls, called customer support since there is nothing online to help you, the customer rep says "ticket has been filed and to try making a call again in 30 minutes, it should be fixed"
So I waited 40 minutes, tried the call again and of course it didn't work...so I called customer support again, now he tells me he's escalating the issue and to try the call again in 2 hours. I tell the guy that I can see the pattern here, next time he's going to tell me to try in 4 hours so I decided to cancel my account instead and I needed a refund. He proceeds to tell me that refunds take 35 days...stay away, unreliable service!
Pingo.com

Reply from Pingo.com

I’m sorry for the unusual experience that you encountered. Let me try to clarify your points mentioned for others that may be reading this:

1. WE ARE LISTENING

While this is not the best format to resolve issues as we don’t have your account info available. Your concern has been heard & addressed internally to improve the process so that we can continue to strive to maintain a 95% customer retention rate.

2. 100% CALL QUALITY GUARANTEE

We value customer’s feedback to improve destinations called worldwide. We do have an FAQ section at http://www.pingo.com/en/faq.do & you can request a call quality ticket here http://www.pingo.com/en/troubleshoot.do.

3. REFUNDS

There is NO contracts with the service and you can cancel at any time. However the process can take “3 TO 5 business days” for the remaining funds (minus any bonus promo account credit) to report back to your issuing bank provider for credit cards or Paypal. Perhaps our customer service agent misspoke when quoting our refund policy - the standard turnaround time for a refund to be processed takes only 3 - 5 business days, in many instances, even less.

- Pingo Customer Service
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I can't get softphone to work

Three phone calls and an email later, I have a "loading" softphone. Problem is that is ALL it does...never succeeds.

I was told by Pingo rep that It would work if I disabled my firewall. I have done this on two different computers with two different OS and virus protection....guess what ? still "LOADING"
Oh Well...
Pingo.com

Reply from Pingo.com

I’m sorry for the experience that you had while trying to use the phone service. We can see that you were given a $1 credit on your account for the inconvenience. We will follow up once we have internally finished investigating this technical issue.

- Customer Service

Update 5/16/13 2:40pm

We called the customer & followed up with a reply

It seems the issue was because the customer was trying to make a US based test call from where the web dial phone service is not available. The rates page lists the availability of Pingo Soft Phone at http://www.pingo.com/en/rates.do

We also offered to refund the customer the remaining balance.






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Why so many complaints on this site about PINGO - confused by what I am reading!

I'm totally baffled by the complaints I'm reading about PINGO on this website!! I have had wonderful service and the calling rates are incredible. The system is super easy to use, quality of call is good and the website is user friendly. I'm not one to leave reviews on-line but felt it necessary since there was such negative feedback that does not convey over to my personal experience. I've used other internet calling card services but switched over to PINGO (because the rates were better) and haven't regretted doing so one bit. I highly recommend setting up an account to take advantage of good the great rates they offer. I'm a happy customer and just took advantage of a Mother's Day Sale they just offered which will amount to even more cost savings for me when I call my family overseas.
Pingo.com

Reply from Pingo.com

Hi Tina

I just tried to call you, to try to personally thank you for going out of your way to give us this glowing testimonial.

Your review helps share the positive experience we try to give Pingo customers.

- Pingo

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Pingo cancelled account of very satisfied customer for no reason, UPDATE: restored after this review

Opened an account 1/29/13 for my daughter to be able to call home. Great price, great call quality, smiles all around. $10 bonus credit was applied to the account as advertised, more smiles! 2/21/13 my daughter calls me using a borrowed phone card to tell me Pingo stopped working. I went to visit her on the 23rd and we tried together and it was like I had no account. Checked my email and they's sent an email saying they were sorry I'd canceled. I never cancelled, the credit card is fine, and nothing anywhere to let me know why. C.S. rep I talked to was not helpful, saying I had to email pingoverification for help. Four emails and zero replies, and my daughter still can't call home. They tried calling my daughter at the location she is staying, but she is not allowed calls from non-family members and has nothing whatsoever to do with opening or paying for the account. They've never even tried to call the number associated with my account (my mobile number.) From very satisfied to completely dismissed, worst customer service I've ever received! ASFAIK no refund of remaining balance either...
UPDATE: forgot to mention I referred another customer who also opened an account!

UPDATE 2/28/13: Pingo finally called me at the number associated with my account after reading my review here, thank you TrustPilot! After explaining the situation the account was restored in full, smiles again. My daughter called me using Pingo today and was very happy it was working again. I did tell the rep that if they cancel an account because they're suspicious the credit card number may have been stolen (apparent reason they cancelled) they should try to let the customer know there's a problem instead of sending an email saying "sorry you cancelled." The phone service itself is excellent, but my student workers could give them a lesson in etiquette for customer service. The gentlemen I spoke with this morning was very polite, and my problem was resolved to my satisfaction, but he was unable to explain the failure to notify me the reason for cancellation, nor the lack of replies to my emails. Bumping from 1 to 3 stars, will bump again assuming no further problems. Suggestions: communicate directly when there's any hint of a problem with a customers card, (calling the number making the calls may not connect you to the account holder) allow reps on your toll-free number access to escalate to someone who can actually help, and lastly, a courtesy bonus credit to my account would have been appreciated after your communication issues basically cut-off communication for my daughter. I can be a very loyal customer, given the right circumstances...
Pingo.com

Reply from Pingo.com

Hello Wade,

Thank you very much for your patience and understanding, and it was our pleasure speaking with you.

As we discussed, the account was closed for possible fraud in an effort to protect our customer’s accounts from potential abuse.

As a gesture of our commitment to our loyal customers, we have added a complimentary bonus credit to your account.

We do appreciate your business and glad to have this concern resolved and your account restored.

Sincerely,

- The Pingo Team

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Used to be good but now the waste time saying 'They are reviewing your account with Manual recharges"

I have used Pingo since 2008 and have been using the same credit card for recharge and i recharge my account manually. They do offer great call quality and service regarding phonecalls internationally especially to my home country from the US. However beginning this year anytime i recharge my account,it always says my account is under review and i either have to call and harass customer service before my recharge goes through; a total waste of time given that there is a big time difference between my call destination and US ,so sometimes,by the time the whole mess is resolved,it would be so late i can't make my call. I do not know why they started doing this but when i call customer service they tell me something silly that i recharge my account too often ,which i thought it would be good business for them or i don't know if this is their way for pushing me to sign up for Autorefill which i wont sign up for. Either way i am truly displeased with the service and the hassle i have to go through to make one phone call because i can't keep calling or e-mailing their customer service each time i recharge! Maybe they do not want my business and want me to look for another phone card!
Pingo.com

Reply from Pingo.com

Hello Abigail,

We are sorry for the experience that your having with the phone service. We will look into your account. However if you have a future issue recharging your account, please contact Pingo Account Verification at 1 781 505 7477 available business hours 9 to 5 or email pingoaccountverification /at/ p.i.n.g.o. dot com.

Thanks for your business & patience,

- Pingo Customer Service

Update: We have reviewed your account with Pingo's account verification manager to help reduce the chances of your account going under review.
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Pingo is reliable, DOES Respond to problems and my faith in this company is renewed.

Pingo has worked well for us for a few months on three separante phone accounts and we have been really pleased with their calling system, ez-dial software and especially their rates and website. BUT recently, a charge showed up from them on our bank account which we "absolutely did not make". This charge was not credited to our Pingo account, it simply was charged to us and disappeared into their system. No problem, "Pingo is great", we thought.

Well, we made three calls to them to correct this and no relief, they denied it. So, I wrote a scathing review here and made a chargeback at the bank. Then, because my review appeared here where they monitor, upper management called me and helped me analyze the problem. Guess what? It was our fault! Our son's account had the wrong card attached to it and the charge came from my wife's card and showed up in another.
Anyway, it was OUR FAULT, like many (can't say if all) of these Pingo complaints here seem to be.
Thanks Pingo team for fixing this. I much prefer to admit we screwed up and renew my confidence in the best long distance provider we've ever had
Pingo.com

Reply from Pingo.com

Steven,

Thanks for updating this review after we had a chance to fully investigate the situation together.

We try to maintain a 95% customer retention rate since launching Pingo 8+ years ago.

Thanks for your continued support!

- Pingo

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Saved me a lot of money in long distance phone calls

I don't understand all the bad reviews. I've had Pingo for years and found it to be very reliable and dependable. If one is in an area that one can use a local access number, it's half the cost. As far as I'm concerned, it is not a fraud company. I even get emails from them offering 'specials' of 15%-25% which I take advantage of. I prefer to spend pennies for minutes than a large sum at the end of the month with AT&T. Most of the time, I use their toll free number, enter my account number, password, dial the 1 and 10 digit phone number of the person I'm calling and then press pound. Call goes right through. When I'm calling from home, my account and password are already recognized so I just dial the number I want.
Pingo.com

Reply from Pingo.com

We want to thank you for personally taking the time to speak up to share your personal positive experience with this 5 star rating.

We value your business and strive to maintain a 95% customer retention rate.

- Pingo Team

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My account doesn't work, and they won't refund me!

Hello,

I have had a Pingo account since 2010, and until this year everything was fine. I traveled abroad in April to visit my family, and most of the time I was unable to use the account to call my husband back in the USA. I sent several emails to Pingo, and each time the message was the same - wait two hours and try again. I came back to the USA and had no problems with the account until the end of October. Whenever I tried to use the account, I received a message that said "we are unable to complete your call at this time". I have called Pingo at least five times to get this resolved, and sent numerous emails. Their response is always the same - wait two hours and try again. I finally had enough over the Thanksgiving weekend, called Customer Service, and told them to cancel the account because I was unable to use it. I had $15 remaining on the account, and asked if this would be refunded to my account. The woman told me yes, since I couldn't use the account. When I contacted them (by email) yesterday to find out where my money was, I was told that it would not be refunded. I am so upset about this, and would like to know what I should do next. I do have contact information for IBasis, the company that owns Pingo, but I don't know if there is any point in writing to them. I am very disappointed in Pingo, and will never recommend them to anyone.

Thanks,

Andrea Heatley
Washington, DC
Pingo.com

Reply from Pingo.com

Update that this account was closed and a request was sent to the finance department to release a check payment.

- Customer Service
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Very unimpressed

I rang Pingo to set up an account, and assumed everything was OK. I had to send an email to verify my account, but never heard back from them. When I tried to use the service, it informed me that my account had been disabled. They would not respond to emails, and when eventually I got through to them on the phone, customer services were not able to help - they said I must email their verification team. As they do not respond to emails, there is no way I can make contact with them. I am left wondering what sort of a company that are now holding my contact details.

Bizarrely, I still keep getting promotional emails from imploring me to come back to Pingo, and even telling me that my account has been credited with £10, which I can't use. Are they going to take that from my account bank account - I hope not?
Pingo.com

Reply from Pingo.com

Tim Lloyd,

Please note that its a holiday in the States and we are responding to try to address your concern. With out being able to look into your account it seems that you tried to create a new account which are system does not allow. Since it seems you had an account before. It seems like you just need help logging into your old account. pingoaccountverification /at/ p.i.n.g.o. dot com can assist you with this matter.

- Customer Service

9/13/12 Update:

We did not get a response from this customer as requested. However after investigating, we were able to locate this account and activate it. It should work properly from this point on.
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not satisfied

I payed $US 5,00 + tax and they did not send any account info or whatever. when i try to login it says my account is invalid. im really starting to hate the US! S§%t like that doesn't happen in Europe.. filthy greedy system
Pingo.com

Reply from Pingo.com

We don't take customers money, in fact we offer a 100% money back guarantee for this no contract phone service. If your account was not approved it can take a few days to be credited back to your bank or credit provider that you signed up with. Customer service is available 10am to 12pm daily to assist you.
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Love it!

I love their softphone, speed dial and PINless features. Very cheap rates.
Pingo.com

Reply from Pingo.com

Thanks Jan we appreciate your business!
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Wonderful until now...

I have had no issues while using Pingo for the past few years and neither have my parents. I suppose that it may be some technical issue on their end but the past I have successfully been able to make calls from Israel to the United States using the correct access code but it has not worked since I yesterday. I am able to access my account when I enter my account number and pin code, and am then able to dial the phone number in the US that I am trying to reach. The phone then rings but when someone answers on the other end, it cuts off and offers to let me make another call- apparently they can hear me but before they even finish saying "hello" we are cut off.

I am incredibly frustrated, and have even tried multiple ways, making sure that I enter the country code, city code, telephone number and then the pound key. I also tried with only the country code, city code and phone number, as well as only with the phone number and in each instance, the same problem occurred. Please let me know what I can do to resolve this as soon as is possible. My account number is 5188945451
Pingo.com

Reply from Pingo.com

Hi Sara,

I'm sorry that you are left frustrated and needed to express your concerns online. As this is not the format to resolve this online, I'm afraid we missed responding before the weekend.

However we did set up a tech ticket for call quality to look into this route. Please note that we only have the web dial feature to call from Israel to US for 1.75 cents a minute VS the several options we have to call US to Israel www.pingo.com/en/rates.do?origcountry=1361&destcountry=1339 So you won't be able to call from a landline or cell phone from Israel. See details on the web dial feature at www.pingo.com/en/softphone.do.

- Customer Service
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Complete waste of time...and money

This company is a borderline a scam and joke. Please avoid by any means.

I signed up for $10 to give this company a try. There is no confirmation emails with promised PIN code EVER! I emailed customer service TWICE and got zero reply. I called them three times and the rep said he found my account was closed but he can't see why. ... What?! At the same time, they have charged $10 to my card. The reds said whoever closed my card is in another department and he can't reach them. It will take a few days to refund the $10 back to me.

So they charged your card and closed your account without providing any reason, confirmation, or notice. NEVER heard of such a ridiculous thing. Wow!
Pingo.com

Reply from Pingo.com

I'm sorry that you are left frustrated and needed to express your concerns online. However this is not the format to resolve this as we don't have your account info to look into the issue. Please contact the account verification manager directly to assist in resolving this 781-505-7477.

To Clarify:

When you request to close out an account or if you were declined from the service, its a mater of your bank or credit card provider to issue the refund, which can take up to 3 business days.

- Customer Service

Pingo.com Details

About this company

Pingo.com is a virtual phone card service that prides itself on a 95% customer retention rate for providing 100% guaranteed call quality. Owned by a public company that you can trust, that delivers over 1.3 billion minutes a month in International voice calls.

Visit Pingo Phone Cards

Contact information

Write to: contact@pingo.com
Call us on: 888-YO-Pingo
We live here: 20 2nd Ave
01803 Burlington, MA
United States

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