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Vonage Approximately two weeks ago I received notice that my phone number had been successfully



Approximately two weeks ago I received notice that my phone number had been successfully transferred. Upon receiving this notice, I installed my Motorola DCT that I had received from Vonage in an attempt to get my service up and running. Hours after installing the DCT I still did not have a connection to Vonage, so I called technical support. After waiting on hold for no less than 1 hour I finally spoke to a representative who walked me through trying to connect directly to the DCT, that process failed, then he informed me that he would be sending me a new DCT through the mail. That was the first Vonage representative that I spoke to about my problem. Today, when I had still not received the replacement DCT promised by the first representative, I called Vonage again. After waiting on hold for another 30 minutes or so I was told that Vonage had no record of my previous conversation with tech support but that they would be glad to credit my account for the down time and send me a new DCT. This time I got a Return Authorization number from the representative that I spoke to. He informed me that the unit may not reach my home until the end of NEXT week due to the upcoming holiday, so I inquired about a possible overnight shipment due to the fact that my home security system is currently not operational due to not having a working telephone. I agreed to pay a $15.00 fee to have the unit sent to me via overnight delivery and was told that they would indeed try to get the unit out to me overnight. Minutes after hanging up with that representative I get the following email:



Account Number: xxxxxxxxxxxxxxx
Amount of Transaction: $99.94

Dear xxxxxxxxxxxxxxxxxxx,

On 11/23/2004 we processed the following transaction.

For more information about this transaction, please contact Vonage DigitalVoice Customer Care.

Email billing@vonage.com
Toll Free Phone 1-VONAGE-HELP (1-866-243-4357)
Fax 732-333-1353
24 Hours a day, 7 days a week


Worried that there must have been some kind of error, I called Vonage once again to inquire about the $99.94 charge to my card. At that point I had talked to two different Vonage representatives, BOTH who had agreed to send me a new DCT, and NEITHER had informed me that it was going to involve a charge to my card. I understand that this is a temporary charge that will be credited to my account when the equipment is returned to Vonage, but this money is coming out of my checking account. I cannot afford to just do without that amount of money so that Vonage that have the assurance that I will return the old equipment. The billing representative that I spoke with when I made this last call assured me that they charge was reversed and the shipment of the new DCT had been cancelled pending my discussing this matter with some sort of manager. In previous cases where I had to return malfunctioning equipment to various manufacturers I have never encountered a company that charged me until they received the unit. It is perfectly acceptable to record my card number to be used in the event that I do not return the equipment, but to proactively charge me that money is a little aggressive in my opinion. Vonage has no reason so suspect that I will not return that defective DCT in a timely manner, therefore there is no need to charge me that money upfront.



I am in desperate need of phone service and would very much like to be able to use Vonage. However, if I cannot get a replacement DCT sent to me without incurring such an outrageous charge as described above, I will regrettably cancel my service and go with a local broadband phone provider.



Read The Full Thread:

Horrible experience with Vonage so far. Vonage, please help


CBeck, That is Vonage policy to charge for the amount of the device until it

cbeck posted "Approximately two weeks ago I received notice that my phone number had been successfully" on 11/23/2004

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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

** Certain call types excluded.

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