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A refund on my account after order cancellation is not processed yet. Sonetel issued official refund receipts on August 19 and August 21,2026. However, over 10 business days have passed, and the money has NOT been transferred back to my account.
When contacted, their support acknowledged the issue but stalled, stating they will process it when they "have too many bank refund requests." Holding customer funds long after issuing refund receipts is completely unacceptable behavior for a Swedish registered business (Sonetel AB).
I am actively filing a bank chargeback for unfulfilled orders and escalating this matter to Swedish consumer protection authorities (Konsumentverket / ECC Sweden). Potential customers should be wary of their billing and refund practices.
They are very slow, or should I say: customer service does not exist? I couldn't verify my address as they rejected bank statement provided. I emailed them 3 times but absolutely no response. I want my refund if you can't verify me. I am unable to call without verification and they wouldn't accept the bank statement provided. There is no phone or chat support. Very disappointed.
Sonetel.com is a big scam! After they took my money they asked for my ID, proof of address, credit card statement, bank statement, my internet bill. If I know from the beginning I wont pay a penny! So I did what they asked and every time I upload a document the just reject it to get another one and I ended up uploading all my life's documents and they were all rejected and never get to use the number I paid for 36$! Now they got what they want " All my information"
Just got an email that said my rates are going from $0.047 per minute to $0.45 per minute, this is an overnight increase of a factor of 10.
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They are still blaming COVID for having no telephone support. Their APP is still terrible.
Worse, they give you no idea of what your plan is, how long it's for, or the ability to turn off automatic renewal.
The only problem is that they are the only company providing service that is this cheap.
Hi Steve,
I am really sorry to know that you are not using our new mobile app because of some bugs. Currently, all basic functionalities on our mobile app seem to be working on our test phones. Could you send me an email to '[email protected]' mentioning the specific functionalities you are having troubles with.
Regarding the message played when you call our support numbers, I agree that it is outdated and we need to update it as soon as possible. We are soon planning to start offering voice support, as soon as we figure out a way tackle all issues for our employees who started working from home since the pandemic.
You have complete control of when you wish to upgrade or downgrade these plans by choosing not to renew after the current subscription ends.
> Details about your account plan are displayed on your account under Billing > Plan - https://app.sonetel.com/account-settings/plan
> Details about your phone number plan can be viewed by signing into your account and clicking on a specific Phone number > Subscription.
Also, I wasn't able to find your Sonetel account with just your first name 'Steven'. Kindly write to me (at [email protected]) from your registered email address, so I can look at all the previous tickets you might have raised and help you by prioritizing the requests or provide any updates related to them.
Best regards,
Abhishek K
Support Supervisor
Their new phone app is barely usable. It stalls loading contacts, which you have to do each and every time you launch the app. Horrible!
The only reason I am still on it is that there is nothing near it this cheap.
I have not been able to connect for days... app is years out of date... and is barely functional, as is their "new" beta website which has been in beta for years.
Update: App isn't working, and still getting "India in Lockdown" message as an excuse to have no phone support.
Hi Sam,
My apologies for any inconvenience caused because of the increase in call rates to Israel. Please allow me to explain why there was an increase and what we did about it before we sent the notification.
Our local partners, who help route calls to Israel have increased their tariffs significantly. The change was unexpected and a surprise to us as well. We have a way of handling such situations by partnering with multiple such local partners and whenever there is a price increase, we choose the one who offers best quality calls with the least cost.
We had no better alternatives as all other local partners also offered a similar rate or higher. The increase on Insrael routes are as mentioned below:
Destination | Old per min. Cost | New per min. Cost
Israel >>>>>>>> $0.008 >>>>>>> $0.105
Israel Mobile >> $0.047 >>>>>>> $0.454
These call rates are dynamic and the prices can go low or high depending on various factors decided by the local carriers. As soon as we are informed about such an increase, we send you an email notification whenever there an increase in the rates.
I couldn't find your Sonetel account with the name 'Sam S'. If you have any further queries, feel free to write an email to "[email protected]".
Best regards,
Abhishek K
Support Supervisor