I need help connecting with a high level customer support leader at Ring Central.
I have been in weekly sometimes bi weekly contact with our account executive, TCR support team, and back-office support teams on the application since we originally filed it in November.
Our SS4 form, website, and TCR application have been reviewed by the support team and our account executive and no one is able to determine why the application will not go through.
We are now into the 4th month of trying to resolve the issue. I am very disappointed in the experience. If we do not get it resolved by the end of February then we will be ending our services with Ring Central as it was the primary reason for moving to them as a provider.
Here is a brief synopsis of the issue:
- No one has been able to provide guidance on what does not match on the SS4 document and the application since November 2024. I have sent the SS4 form over multiple time & 2 different formats. Everyone that reviews it says that it matches the registration
- In the beginning we received an external TCI error code each time we resubmitted the application.
- On 1/27/25 we were told that the application actually did not register, and we would need to delete the brand campaign and registration and start over. The phone numbers on the registration could not be removed so that brand and application could not be deleted and the back house team needed to be contacted. I was told to follow up in 48 hours if I did not see anything via email.
- On 1/29/25 I followed up. I was told that it was sent to the back office team to process the deletion.
- On 2/5/25 I followed up again and the agent took me back through the entire application, agreed that the SS4 appeared to match and told me to delete the account and start fresh. I explained that this has already been revied and should have been pushed to the back-office team. I provided screen shots of the issue with deletion and another pdf copy of the SS4.
- On 2/7/25 Samuel from the back-office team left a voicemail sharing that the registration had been deleted and I could resubmit.
- on 2/10/25 I resubmitted the application. No external TCI error this time which is good. However, it came back with a red box stating that the SS4 does not match. When I tried to edit the registration, I received and internal error message that asks me to remove the brand first. This was familiar so I went to remove the phone numbers from the registration so that I could delete the brand and now we are back to being unable to do so.
- on 2/10/25 our account executive at Ring Central also reviewed the SSA4 and our application. He agree that everything appeared to match. We were again connected to the TCR support team who reviewed the case and pushed it to the back office/vetting team for deletion and clarification on the needed information.
- 02/15/25 James from support circled back to let me know he hadn’t heard anything yet from the other team.
- 02/18/25 Still no movement on the case. I reached back out to our account executive. He was immediately responsive; however it but all he did was nudge the support team again on the case.
Please help me get in contact with someone who can actually help us move through this process.
