NextivaReviews 154

Has anyone else experienced serious billing issues with Nextiva? We are looking for advice.
We were a Nextiva customer for over eight years, and our agreement ended in May 2024. Even though the contract only required 30 days' notice, we provided more than 60 days' advance notice that we would be porting our phone numbers to another provider.
Our phone numbers were successfully ported, and Nextiva stopped providing any services. However, despite this, Nextiva continued charging our credit card for five additional months, totaling $16,532.65, without our authorization.
We were eventually forced to block the charges through our credit card company (Chase). Chase was able to recover four of the five months, but one full month ($3,306.53) was never refunded due to dispute time limits.
This situation makes no sense, as it is unreasonable to charge customers for phone services after their numbers have already been ported away. This is particularly frustrating given our long history with Nextiva. Over eight years, they collected more than $300,000 from us, all while charging significantly more than competitors. For comparison, we now pay approximately $650 per month with our new provider versus $3,306.53 per month with Nextiva.
The offboarding and dispute process has been extremely difficult. Nextiva requires disputes to be handled through arbitration in Scottsdale, Arizona, regardless of the customer's location. We are based in California, and when we filed a case locally (where the agreement was signed), Nextiva had it dismissed and insisted that we proceed in Arizona instead. This made the process costly, time-consuming, and impractical, especially for a charge related to services that were never provided.
We are still seeking reimbursement of $3,306.53 for services billed after port-out, and the experience has been extremely frustrating.
If anyone has faced a similar situation or has recommendations on how to resolve this, we would appreciate your insight.
Think twice before choosing Nextiva!
Overpriced service
Billing after port-out
Very difficult to resolve disputes

I spoke with Nextiva because I was misled by the company. On their customer service page it says that I would be able to use SMS within 10-30 days. It has been almost 3 months. I called their billing department and asked for a credit. They told me they were unable to provide this. The person who called herself Effy R. Said that she was able to make this decision and was not accountable to anyone else. I asked many times to speak with a supervisor and was denied. She kept reiterating that she alone could make all the billing decisions. When I continuously asked to speak to a manager I was denied. She kept saying that I needed to call back to possibly speak to a manager and would not provide the name of her manager. She did go to her team supposedly and said she was able to offer a 10 dollar credit. Again I was continuously denied access to speaking to a manager. She also said that I was not able to break my contract despite being misled regarding getting access to SMS messaging within a reasonable time period and the terrible customer service. I do not think a business should ever run by having the billing person just say they make all the decisions with no accountability. It was disgusting how I was treated by this company and definitely by this person. I have spent over 40 minutes waiting to hopefully speak to a manager. Gross!

I've been with Nextiva for over 10 years, mainly because switching providers seemed overwhelming. The time and effort required to port numbers, reconfigure phones, and set up attendants felt like too much of a hassle. However, after years of frustration, I've finally decided it's time to make the change. Their phone application is horrendous, customer support is severely lacking, and their reliance on a third-party service for campaign registry is absurd. I've been unable to get text messaging approved, even though we only use it for customer communication, not marketing. Other major providers can handle these approvals in under three business days, but not Nextiva. If you're considering them, I strongly urge you to look elsewhere—you'll thank me later.

We started our service with Nextiva July 1st. They somehow "forgot" to route the calls from our business number to the phone number they assigned me, so I received ZERO calls for the 1st 6 hours of the workday - I had to call a customer I was friends with to call and troubleshoot the issue for me because their CS people would call the number and, once they heard the menu message, said it worked fine, but it wasn't until someone actually pushed a menu option that the issue was discovered. This was our FIRST day with Nextiva! I don't know if it could be any more unprofessional.

Since then, I've had to sign in and out of the app anywhere from 3-8 times about every other day just to be able to receive calls; they drop or fail constantly, both through the phone app and the desktop app. When I've called to have them troubleshoot, they'd open a ticket then close it without ever providing me a resolution. I've had to waste hours at a time during my workday (which means I can't take calls from our customers or make calls to them during that time) to "fix" these ongoing issues just to be met with "uh, I don't know why you're having that problem" or "let me try this" only to have nothing resolved. I'm also not getting all the voicemails that people leave. This has caused my job to become exponentially harder to do on a daily basis. We're coming up on 3 months of service with them with over half of that time receiving sub-par service.

WOW! Nextiva has been everything we needed in a phone system. We are using the Call2Teams feature integrated with Teams and it has been user friendly since the beginning. We were assigned an implementation team that guided us every step of the way and then were transitioned to an account manager that is very helpful. Nextiva customer support is very quick and responsive. Our efax accounts have been moved to Nextiva which has been a huge cost savings for us. You should consider Nextiva!