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Vonage My last billing cycle ended on May 13th and my current billing cycle began on May



My last billing cycle ended on May 13th and my current billing cycle began on May 14th. On May 13th, I made a 98 minute call that ended at 10:20pm local time (CDT). While my account information places me in CDT, my phone location is in EDT. The call was made from CDT to EDT. Nonetheless, the call obviously ended at 11:20pm EDT. Thus, no matter how the time is recorded, the call ended before May 14th.

However, while my account information clearly and exactly reflects the facts above, the 98 minutes were counted against my current billing cycle which began on May 14th. For reference, I made one other call on May 13th for only 1 minute about 4 hours prior to the end of the call in question. This minute was charged to the billing period ending on the 13th, not to the current period of the 14th.

I called Vonage to inquire about this situation and after some time of waiting for the CSR to consult with her supervisor, I was told the remedy would be for me to monitor my minutes used in this billing cycle and if I breach the 500 minutes, I should call them back and ask them to fix it then. The reasoning was that if I don't use my 500 minutes for this month, then the 98 minutes didn't cause any undue charge and this (I presume) saves them whatever hassle it would be to resolve the situation now.

I assented to this remedy with a smile while gritting my teeth as I know what a hassle it was to call them in the first place...holding for 5 minutes, having the line disconnect, calling again and going through about 35 minutes of explanation and holding for the CSR to talk it over with her super.

I asked the CSR why this happened so that I could avoid this happening again. She did not know and could not give me an explanation. If this is an unintentional error, then there must be some sort of programming error in their system for keeping track of time or something. I have no idea and I wouldn't know, but if Vonage can't tell me either, then we're all in trouble. If this happened to my account, this could very well happen to the other 400,000 accounts as well. If it was intentional, the problem is only worse.

Perhaps, my presumption that the billing period begins precisely at midnight is in error. If so, the CSR was unable to tell me that my presumption is false because I asked this very question and her response implied that my presumption is correct.

Has anyone else experienced this? If you are on the 500 minute plan, take notice of your account, especially of calls made on the final day of your billing period.



Read The Full Thread:

Billing error, acknowledged but unfixed, affects 500 min.pln


Vonage servers and I would guess their billing also is on GMT. So 8:00PM EST
That is correct from what my call history shows. I have made a call on the end of my
Thanks to both of you for your accurate responses. This makes sense concerning
GMT time is the standard that is used worldwide by all companies that transfer

alanbeth posted "My last billing cycle ended on May 13th and my current billing cycle began on May" on 05/14/2005

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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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