RingCentral UK Avaliações 

I’ve been very underwhelmed by the service from RingCentral (RC), which ultimately led to my decision to switch our company over to Aircall (AC). As part of the transfer, AC requested some information that I needed to obtain from RC to port our numbers across.

I raised a support request with RC on 11th May. On 13th May, I received the following response:

"Upon checking, unfortunately, your name or email address doesn't show on the account as an authorized user. Hence, we are unable to disclose the information."

In response, on the same day (13th May), I provided the following:

"Please find attached a copy of my latest invoice and a screenshot of the admin portal – both of which clearly state my name and email address. I have also attached a screenshot in the admin portal of the list of users in our organisation, where you’ll see I am a super admin.

Just for reference, this is why I’m leaving and moving to Aircall – as with your typical support performance, you’ve taken two days to respond with the incorrect information."

As of 20th May, I have yet to receive any further reply. It’s difficult not to view this delay as a deliberate attempt to slow down our departure, or at best, it highlights serious shortcomings in RC’s support structure. Either way, this experience reinforces my recommendation to look elsewhere for a provider with more responsive and effective support.

They make it impossible to cancel the subscription.

We are now considering an alternative to our existing provider an called Ringcentral today. We were on hold for 8 minutes, we tried again, this time we waiting 11 minutes. We tried calling them on all the numbers on their website but still no one picked up. We then tried their chat whobseemed to think we were based in US and couldn't provide us with an alternative number. You can't email them unless you have their app. Guess if we are using them....NO!! Absolutely useless

We've used RingCentral as our telecoms solution for about 10 years. As a small business, with initial expansion plans it was truly scalable and the same applied when we changed our structure some years later. The service has been good, support is also good but sometimes there's reliance on self serving, which on simple settings works, but given some of the complex functionality, personal interaction for support is needed, and often well provided.

The Admin portal is extremely complex, to the point where you need a Certified User to help you configure your account. The Customer Service team strives to provide assistance, but language barriers must be overcome. I literally entered 50 numbers into the system to reach customer service, and they ended up asking me the same verification questions. A very frustrating system for a startup company that lacks the time to deal with these issues. The vernacular used by the customer service team is unfamiliar to us who are not phone system experts.

I wasn't the happiest, after waiting on hold for 30 minutes, only to find I was with the wrong department.

However, when I finally did get through to the right team, Martin Hristov was the most helpful person you could ask for!

Sorted out my billing issue and answered my questions.

Promised to call me back within 15 minutes and he did, offering me his direct line and email address for future.

RingCentral may not be perfect here in the UK (lack of SMS and slow with the release of AI tools etc.), but having people like Martin there when you have an issue helps a lot.

Thanks Martin!

Our Account Manager, Sam, is a pleasure to work with. Nothing is ever too much trouble and my queries are acknowledged so quickly, even when the queries are passed over to another department, Sam ensures I get a response. We are a small business, but the service we receive from Sam always makes us feel like we are valued clients of RingCentral. Keep up the good work, thank you!

Martin H is on the customer service team. We needed support recently, and he was polite, listened, and helped us out. Excellent customer service. Thank you RingCentral

We wanted to change our Annual Subscription to Monthly...

We attempted to follow the normal process of support and follow through the steps to engage with the relevant department - this was to no avail, until I contacted service desk again and was directed to Martin Hristov in Customer Success.

Martin was able to resolve or billing enquiry in a swift and precise manner - fully resuming our subscription!

Martin was also happy enough to go above and beyond in assisting us applying new users & numbers to our Account. His friendly and warm manner really made the complete process a breeze.

We had completed all of our support needs fulfilled in a very small amount of time - Martin was highly knowledgeable and navigated us through user set up / number allocation / call ques and hours seamlessly.

Martin has saved the day and we commend his efforts highly.

If and when possible - or if ever needed - we will always try and continue the working relationship & rapport via Martin.

Many thanks Martin!

System is excellent. I called technical support with a complex issue with diverting calls from BT to RingCentral, they quickly realised the problem and corrected it. Brilliant system and even better support. So glad I’ve changed to RingCentral.

I can say without hesitation that the way they treat loyal customers is appalling, my advice, shop elsewhere.

The service was OK. But the costs were too high for a small business like mine, the dashboard is clunky, and the cancellation period was 8 months.

This is to inform I am in process of seeking lawyer since you refuse to launch official fraud complaint investigation. RingCentral also does not participate in Ombudsman services, therefore a court case is way to go.

Please act ASAP and contact me via email provided before to your support/billing team or I will be seeking legal advice very soon.
Case number 23002250
I will NOT be contacting CS again, it's now your choice what to do.

You already ignored my email sent to customerexperience email address dated 9/07/2024.

Now that financial ombudsman investigation coming to an end with my bank I have STRONG evidence point to your undoing re unauthorized Direct Debits.

Quoting part of response from Financial Ombudsman investigator, who I will not name for their privacy

''This means, the distress that Ms Bellerose is clearly experiencing is not because of the bank, but because of the actions of the third party – RingCentral. If it wasn’t for RingCentral setting up the mandate, then all of this could be avoided.''

Backround
I am previous Sitel UK (now Foundever) agent who worked during COVID.
Sitel used RingCentral as a partner for online telephony system to call the public.
I have never used RingCentral as a customer, only time ever I've used their software is when I worked for SITEL.
RingCentral confirms I am not their client on multiple basis, I have screenshots and recorded calls to back this up.

The Issue:
RingCentral charging me unathorised direct debits (10 in total) between dates 5 Apr 2024 - 28th Jun 2024

Consequences:
-Spending chasing Information Communication Officer (ICO), Financial Ombudsman Services (FCO), Sitel LTD, RingCentral, Ulster Bank regarding this for OVER 5 months now and ongoing
-Paranoia of money being taken away at any time from bank, since FOC doesn't see how it's bank's fault. Meaning I monitor my bank multiple times daily as it goes out at random times
-Decline in mental health, anger, depression, stress caused by this. I am disabled on LCWRA element I suppose to be getting better and seek work instead of dealing with thieves and bulls***

and more....

How RingCentral is at fault

1. Refusal to officially launch fraud investigation despite me contacting them on the following days, meaning they don't care at all or hiding dodgy stuff

8/4/2024 (12.24pm) - call to Support Team, who said they will get Fraud team involved in next couple days... which Never happened, never responded via call or email.
20/6/2024 - Spoke on live chat and second time on phone lady said fraud team will get back in few days... never happened.
21/6/2024 - Live chat sales agent refusal to speak to supervisor and log in complaint after explaining last few events, they tried to toss me away again.

2. Setting up direct debits without my permision

I am quoting direct debit site directly:

You’ll get advance notice of the amount and date of a Direct Debit from the company you’re paying
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1. Anyone who collects Direct Debits from you has to let you know, in advance, how much will be taken and when. This is usually in the form of a bill but could be a simple letter, text or email note if, for example, you’ve signed up to pay for something in instalments; it is the biller’s responsibility to send the communication via the channel you have agreed with them. To note, missing the communication is not grounds for a refund.
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Never happened 0 notification from these fraudsters regarding setting anything up or amounts changing etc.
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2. The organisation you’re paying either asks you to physically sign a Direct Debit Instruction (a paper Direct Debit) or you give them permission to set one up over the phone or online (a paperless Direct Debit)
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No permission were given ever from me Alexandra Bellerose, they probably robbed information from my previous employer Sitel
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3. The Guarantee
If there are any changes to the amount, date or frequency of your Direct Debit the organisation will notify you (normally 10 working days) in advance of your account being debited or as otherwise agreed. If you request the organisation to collect a payment, confirmation of the amount and date will be given to you at the time of the request
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Again no notification from RingCentral anywhere they are changing amounts on direct debits they are charging me, because..... IT"S A FRAUD

Our experience with RingCentral has been nothing short of disastrous. We’ve been loyal customers for years, but after finding more affordable options, we requested to cancel. RingCentral offered a discount, which we accepted, but they never followed through. Multiple calls, promises of follow-ups, and absolutely nothing—no emails, no callbacks. Worse, after another call, we were disconnected and not contacted again. I have emailed the CEO directly and have still been ignored! Truly disgraceful service and handling of loyal customers. Avoid at all costs if you value reliable service and transparent communication.

Really is a fantastic service, very easy to setup, very fast processing service and I also received training for using the system.

Because of some changes on our side there were some teething issues but the support has been excellent and fixed up fast.

Look forward to many more years with RC.

Good service. Had some teething problems as to be expected but the team sorted very smoothly and were extremely helpful

Absolutely appalling

This is nothing but a scam. Their service does not work at all, customer support is non-existent, and the website is pathetically designed to the extent that it is difficult to even delete the account.

I'm a paying customer, but can't seem to speak to anyone no matter what channel I try. Tried calling 6 times over the last week and been in queue for over an hour. Chat support is only a bot and no humans. Emails not replying to. Shocking company - will be cancelling.