eCallChina Phone Card Knowledge Base and Customer Support System
9. Customer Service Expand All Ask a Question/Contact us Get this link
 Q: Our Problem Solving Time Scale

We constantly try to provide faster customer service to our value customers.

You will receive an email from us within 24 hours after you submitted your complaints, usually much sooner.

If you haven't received your PIN or the calling instruction, we will send it to you again instantly.

If it's regarding the quality of the phone card or difficulty to get a good connection, please following next section: "How to file a complaint?". If the customer service of the phone card company couldn't resolve the problem, we will contact them on your behalf. It may take longer in such cases. We usually expect to get the problem resolved within 1-3 days.

We will get all complaints resolved within a week. If we can't get it resolved after our negotiation with the phone card company, we will cover your loss following the "Return and exchange policy".