Momentum Telecom Reviews

Summary: My dad asked me to help him close his company. On 4/18/2023, He emailed Momentum Telecom that the company was closing. He attempted to shut down the service at that time. A Momentum representative responded on 4/19 with instructions that he didn't understand. On 4/25/2023, he asked how to send the equipment back and end the service again. The representative responded by email on 4/28, three days later. She informed him that he was under contract until 3/31/2024 and must give a 30-day notice to another email address. He was struggling. He was uncertain if he was an authorized user because a former employee was the only one listed. On 5/14, he attempted to send an official email to close the account, but the email was to the account manager and not the right email again. My dad is 73 years old and didn't understand he was doing things incorrectly. Although his communication seemed clear, Momentum did seem to want to help him through it.

He was having trouble with Momentum, so I took over. He sent formal notice via email on 5/14 that I was authorized to talk to them. I called the representative on 5/14. No one called. I sent an email on 5/15 letting her know what is going on again with my dad tagged on the email. I called her again. The representative from Momentum Telecom refused to answer my phone calls nor acknowledge them. I attempted to call the main line for Momentum. My father authorized me to be on the phone with them and gave me full authority over the account to the operator. They informed me that they only provide support and cannot provide account information. They said only my account manager, could help me. They said they would make a ticket and she would contact me. No one called.

I waited two days and called the representative again on 5/17. She did not answer. I called the main line again and made a formal complaint. I was transferred to someone who assured me they would get me answers, and someone would contact me. No one called.

On 5/19, the representative emailed my dad and told him where to send the equipment and that he owed them an early termination fee of 3,143.87 (Our monthly bill was around ~160.) We were confused by the bill. The contract does not mention any provision for a penalty. I called the main line again. I was stern and frustrated. I told them I needed an explanation of the bill and that I needed to talk to someone. After being transferred by the operator, the manager on the phone said they had escalated the ticket and that someone would contact me that day. No one called.

On Monday, 5/22, the representative emailed my dad that I had contacted her but was not authorized on the account. My dad reiterated via email that I have full authority to make any decision concerning the account. She still has never contacted me directly even though directed to do so. Still confused by the charge, we asked for the original contract. The representative emailed it to us. The contract was signed by an employee who didn't have authorization to enter the firm into financial contracts. We didn’t know there was a contract. The service was assumed to be month to month. This was the only contract not signed by my dad while I have been helping him shut down the company (by the way, we were told by Momentum Telecom that because we paid them, the contract was valid even though the person was not authorized). The contract states that the term started on 1/23, not 3/31. The original contract is for 37 months which would still put the date at 2/28. The dates nor the numbers add up.

On 5/23, the representative was told by her team that we had questions, because I kept calling the main line to get her to respond. She said she had been training new team members and had a full schedule, clarifying why she was too busy to call us back. She then said, “What questions do you have?” Then she stated she would be unable to answer the questions regarding the final bill until 7/1/2023.

They called my dad on 5/26. He promptly handed the phone to me. They told me we were legally obligated to pay our bill in full. They implied that they would take us to court otherwise. I asked why we were being charged ~3200 when our monthly bill was ~160. He stated, “Your bill is not 350?” I said no. He looked it up and found what I said to be true. He then said we owe them ~1600 without explaining why. On the phone, the representative, said she only got one voicemail from me, and they had tried to contact me. Neither of those statements was true. I don’t have a single voicemail nor email from anyone at Momentum. None of the numbers add up. They will not give us an explanation of the bill, and my dad’s company is closed.

The original contract was to Altus. We were a legacy contract. As I understand it, my dad’s firm had no complaints about the service under Altus. According to my dad’s firm’s employees, customer service was generally non-existent after Momentum took over. Technicians were generally unavailable.

Momentum Technologies is unreasonable. They didn’t acknowledge most communication. They didn’t answer many questions. It took them eight days to even acknowledge me after the owner’s (my dad) authorization. It took them 12 days to finally call us. We still do not have a clear explanation of the bill. They said they would not work with us. We would have to contract their legal team.

If they are doing this to us, they are doing it to others. Please report what has happened to you.

Positive: Provides phone service. I don't think this service should have a place in the market. I am confident, that as more customers tell their stories Momentum Telecom will disappear.

Negative: Poor communication, poor customer service, unprofessional, unethical.