App glitch drained €37 carrier credit, support now ignoring emails
Hi Mark, I have sent Nico the cross-referenced screenshots matching my Rebtel and native phone logs. I have requested that Rebtel accept this as a substantial substitution for a paper bill, as obtaining a paper record from GO Mobile Malta requires a costly notarized form. It is unfair to expect me to spend money on a notary to prove your app glitched. Nico has the numbers and durations on ticket #3610872; please issue the €37 refund. CRITICAL UPDATE: Rebtel support (Shaira) is still refusing to refund my €37 under ticket #3611358. They are demanding a monthly PDF invoice as "proof," even though I have repeatedly explained that this is a Maltese PREPAID account with GO Malta, which does not generate monthly bills. My carrier requires me to hire and pay for a notary to sign an official form just to pull manual prepaid usage history. Rebtel is explicitly demanding that I spend more money on a notary than the refund itself is worth. They are hiding behind impossible paperwork barriers to avoid liability for their own app's technical dialing glitch. Absolute corporate scam tactics. CRITICAL UPDATE (14 July): Rebtel is copying and pasting the exact same automated script over and over again on this review claiming they are "waiting for my response." I have replied to ticket #3610872 three times today via email. Your customer support agents are ignoring my incoming emails and hiding behind a broken script. I have already provided the technical details of the Malta-to-Canada routing glitch. Read my email replies on ticket #3610872 instead of pasting fake public responses. UPDATE: Rebtel is playing a support loop game. They have repeatedly forced me to explain the exact same situation over and over again, only to demand paper invoices that do not exist for a Maltese prepaid account. They already have the call logs on their own servers. Stop asking me to repeat myself under ticket #3610872 and issue the €37 refund for your app's dialing failure. UPDATE (14th July): Rebtel replied to this review 24 hours ago promising a resolution if I emailed them. I sent all details immediately under ticket 3610872. They have completely failed to respond within their stated 24-hour window. This public reply was clearly just a stalling tactic to look good on Trustpilot. Still waiting for my €37 refund for their app glitch. Rebtel app routing failed on a call from Malta to Canada. Instead of routing through a local access number, a software glitch hijacked my native phone dialer and forced a raw international hook directly through my network provider (GO Malta). This completely wiped out €37 of my prepaid phone credit.GO Malta blocks direct international calling to Canada by default on prepaid accounts; the ONLY reason this went through is because Rebtel's app forced it. Now, Rebtel support has gone completely silent and is ignoring my emails because a prepaid account does not generate monthly PDF bills to show as "proof." They are hiding behind corporate bureaucracy to avoid liability for their own technical glitch. Appalling customer service.