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Vonage Ok, I concluded calling the 1800 number and dealing with those in India is a waste



Ok,
I concluded calling the 1800 number and dealing with those in India is a waste of time. I went to to find the CEO. He is jeffrey.Citron@vonage.com. Corporate number is 732-528-2600 and fax is 732-834-0189. paula.pangilinan@vonage.com ceo's sec.
Called the corp number and of course they won't let me talk to the CEO. They got me to the Executive Response Team. Finally, someone open a ticket that would actually do something and she was willing to provide the phone number with extension. This are the emails:

========================================

-Original Message-
From: customercare@vonage.com
Sent: Wednesday, August 08, 2007 4:12 PM
To: Derek Chung of PVT
Subject: [vonage.com #13724324] P1/ Large Credit Request/ 1003422064/ Derek Chung/ ERT

Dear Derek Chung,

I understand that you have an issue that requires immediate attention. I apologize for the delays you have experienced. Your issue has been escalated to the Executive Response Team and I will personally assist you in this matter.

I understand that you are experiencing an issue on your Vonage account. Please contact me at your earliest convenience so that we can work on this issue together.

We value you as a customer and strive to offer a great service and, when needed, fast and helpful customer care. Again, I apologize if you have been dissatisfied in these areas thus far. I am hopeful we will be able to assist you with a resolution that meets your needs in a timely fashion.

We are dedicated to customer satisfaction. We look forward to your reply.

Sincerely,

Regina Evaslin
Executive Response Team
Hours: M - F 9:00AM to 5:30PM EST
Vonage 23 Main Street Holmdel, NJ 07733
t: 888-580-4020 extension: 22776 f: 732-231-6783
UK Callback #01618706995 x22776
w: www.vonage.com

========================================

-Original Message-
From: customercare@vonage.com
Sent: Wednesday, August 08, 2007 4:17 PM
To: Derek Chung of PVT
Cc: terry@palosverdestownhomes.com
Subject: [vonage.com #13724324] P1/ Large Credit Request/ 1003422064/ Derek Chung/ ERT

Dear Derek Chung,

Thank you for contacting the Executive Response Team.

I understand that you are contacting me due to a billing error. According to the notes, your Vonage account has been billed three times for 2 lines to be transferred to the annual rate plan. This is certainly not fair to you, and I will review your account for a possible credit.

If you have any questions in the future, please contact Vonage at any time.

Sincerely,

Regina Evaslin
Executive Response Team
Hours: M - F 9:00AM to 5:30PM EST
Vonage 23 Main Street Holmdel, NJ 07733
t: 888-580-4020 extension: 22776 f: 732-231-6783
UK Callback #01618706995 x22776
w: www.vonage.com
========================================

From: Derek Chung of PVT
Sent: Wednesday, August 08, 2007 5:14 PM
To: 'customercare@vonage.com'
Cc: terry@palosverdestownhomes.com; David R. Kraemer of PVT
Subject: RE: [vonage.com #13724324] P1/ Large Credit Request/ 1003422064/ Derek Chung/ ERT

Regina:

Check this out for the complete and ongoing nightmare we are having with Vonage:
http://www.vonage-forum.com/ftopic20268.html

Vonage is a joke.

We spent countless hrs on this issue. Are you going to reimburse me for the time after correcting the errors?

Derek Chung
========================================

-Original Message-
From: customercare@vonage.com
Sent: Friday, August 10, 2007 12:02 PM
To: Derek Chung of PVT
Cc: Teri Hawkins of PVT
Subject: [vonage.com #13724324] P1/ Large Credit Request/ 1003422064/ Derek Chung/ ERT

Dear Derek Chung,

Thank you for contacting the Executive Response Team.

At this time, I have credited your Vonage account for the amount owed on the account. Also, your Vonage account is now active. You should be able to place and receive calls on the account.

If you have any questions in the future, please contact Vonage at any time.

Sincerely,

Regina Evaslin
Executive Response Team
Hours: M - F 9:00AM to 5:30PM EST
Vonage 23 Main Street Holmdel, NJ 07733
t: 888-580-4020 extension: 22776 f: 732-231-6783
UK Callback #01618706995 x22776
w: www.vonage.com
========================================


-Original Message-
From: customercare@vonage.com
Sent: Friday, August 17, 2007 2:29 PM
To: Derek Chung of PVT
Cc: Teri Hawkins of PVT
Subject: [vonage.com #13724324] P1/ Large Credit Request/ 1003422064/ Derek Chung/ ERT

Dear Derek Chung,

Thank you for contacting the Executive Response Team.

I understand that you wish to clarify a few issues regarding the Vonage account. Allow me to further explain the billing:

1. 1-(817)-467-2466 - Primary Line - The account was placed on the annual rate plan 7/21/07. This line will be on the annual rate plan until July 1, 2008. You must call before then in order to cancel the annual rate plan for 2008.

2. 1-(817)-719-2943 - Additional Line - The account was placed on the annual rate plan 2/24/07. This line will be on the annual rate plan until March 1, 2008. You must call before then in order to cancel the annual rate plan for 2008.

3. All Vonage monthly fees and federal taxes have been charged for the year. The only charges that would apply are state and local taxes as well as any 411 or international plans. As of now, you will be charged $1.00 for a County 911 Fee.

If you have any questions in the future, please contact Vonage at any time.

Sincerely,

Regina Evaslin
Executive Response Team
Hours: M - F 9:00AM to 5:30PM EST
Vonage 23 Main Street Holmdel, NJ 07733
t: 888-580-4020 extension: 22776 f: 732-231-6783
UK Callback #01618706995 x22776
w: www.vonage.com
========================================

I was supposed to have a credit of $26.74 but at the end they gave me a zero balance and extension of the annual plans from Fed 24 2008 to July 1 2008 and March 1 2008 and I got an email from them stating so (which is very important record for future) and my account is now active.



This at least temporarily concludes it. I will see if they will post monthly charges again next month and I will see if the two plans really got extended for a few free months next year.

So, is it worth is to switch from the reliable and well-established ATT service to Vonage that is still growing(?) and in pain. I was hoping so but now I can conclude that it is NOT!



Read The Full Thread:

I paid the annual plan and they keep on charging monthly...


Vonage sure has some major internal system problems and they are not able to fix
I was thinking about going with the annual plan, but now I'm not so sure.
I'm sorry... I love Vonage and I love the savings, but there's no way I would pay
Ok. Knowing that my account is in GRACE period with $235.88 balance due, Vonage
I do realize that people who are satisfied with their service generally would
This is the worst business I have ever had the displeasure of being a customer.

derekc posted "Ok, I concluded calling the 1800 number and dealing with those in India is a waste" on 08/18/2007

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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.

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