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Vonage This is ticket number #2438585 I mange seven different Vonage accounts for

This is ticket number #2438585

I mange seven different Vonage accounts for different people and businesses. One of my customers is a NJ based 501(c) 3 Non Profit and according to NJ state law they cannot be charged sales tax.

With all other vendors (Verizon, Nextel, staples...etc) all I have to do it give my "Exempt Organization Certificate ST-5" form to the vendor and it is taken care of and any sales tax that I paid is credited or refunded.

When I setup this Vonage account on May 04, 2005 I had realized that they were charging this account sales tax. I called on May 05, 2005 thinking it would be easy rectify just like my other vendors.


I was told by the first rep that they were allowed to charge me sales tax because they were a luxury and that I had agreed to it when I signed the Terms of Service (TOS). Thinking I was wrong I looked into the TOS and it says

[font=Courier New:1fe125e386]3.5 Taxes. You are responsible for all applicable federal, state, provincial, municipal, local or other governmental sales, use, excise, value-added, personal property, public utility or other taxes, fees or charges now in force or enacted in the future, that arise from or as a result of your subscription or use or payment for the Service or a Device. Such amounts are in addition to payment for the Service or Devices and will be billed to your credit card as set forth in this Agreement. If you are exempt from payment of such taxes, you must provide us with an original certificate that satisfies applicable legal requirements attesting to tax-exempt status. Tax exemption will only apply from and after the date we receive such certificate.

The main thing to remember here is:
[font=Courier New:1fe125e386]“If you are exempt from payment of such taxes, you must provide us with an original certificate that satisfies applicable legal requirements attesting to tax-exempt status. Tax exemption will only apply from and after the date we receive such certificate.”

I immediately called back and was not surprised to be told the same exact thing. I told the rep that I had read the TOS and quoted the section. She became very angry and told me to hold on while she looked up the TOS. I was not on hold or mute and I could here very clearly clicking which turned into five minutes of clicking. I asked her what she was doing and she said she was looking for the TOS. I asked her is she was on the site, she said yes, I told her it was a link on the bottom of every page. This didn’t make her happy either. The end result was that she didn’t back down from her original statement of Vonage is a luxury blah blah blah.

I called back, and quoted the TOS again to a nicer gentlemen and he said he wasn’t sure and escalated the ticket to tier1 management.
Management responded by email:
[font=Courier New:1fe125e386]“Please be advised that we are obligated to charge all necessary taxes
to every customer. If you are exempt you must file necessary forms
with the IRS to receive your tax refund.”

I called back and said that that statement is wrong that rep then said ok mail the form to them. I had asked if email or fax was an option and I was told a flat out no.

I mailed them my form certified mail. It was received and I called back a day later. They didn’t have it in my account and was told to call back the next day.

I called and it still wasn’t there. They escalated the ticket again and management emailed
[font=Courier New:1fe125e386]
In response to your tax exempt status. Please respond back to this e-
mail with the tracking number and signer of the certified letter that
you sent to our office, so that we can track down the paper work and
have this issue resolved. Thank you for your cooperation.

Unfortunately I had lost my receipt so I couldn’t do that. I then replied and followed up with a call.

Somehow with this call I managed to get an Indian (whos name was John lol) person that couldn’t speak English well and couldn’t understand what I was saying. I was forced to hang up after I asked to be transferred to someone else and he couldn’t understand my request.

Call back again and I was told I could fax my ST-5 Form to them. Then at the same time I received an email from the tier1 management group email.
[font=Courier New:1fe125e386]
I have attached a document to this email that you can fill out for your
tax exemption. Please return this document to:

Vonage Digital Voice c/o Financing and Billing
2147 Rt. 27
Edison, NJ 08817

We look forward to your comments and questions in the future.

Customer Care

Attached was a form that was obviously copied and pasted (formatting was wrong in a lot of places). The form was “Certificate of Exemption from Federal Excise Taxes (FET)”. Did I ever ask to be exempt from FET tax? No.

I faxed the form and was told by the rep that she had it in her hand and to call back tommrow.

I call back the next day they can’t find her or the fax.

I am told to fax again to 732-333-1353 I did three times all confirmed as sent. The woman had told me to wait to make sure she got them. I waited until she came back on and told me that that fax was not working and gave me this number 732-650-6699. I faxed it three times then she came back on and she had it. She told me she was going to personally deliver the form to billing. I had some hope.

WRONG! AGAIN! When will I learn to not get my hopes up.

At this point I contact the NJ State Department of Taxation and they tell me”[font=Courier New:1fe125e386]
If you know of someone whom you think is not in compliance with New Jersey's tax laws you can report that information to the Division of Taxation in several ways. You can remain anonymous, but please provide as much information as possible, such as:

Two methods are provided by which sales tax may be recovered by a consumer if the tax was erroneously paid. In either case, the refund of sales tax must be claimed within four (4) years from the date of payment of the tax.

One method is to recover the sales tax directly from the vendor who collected the tax. If the vendor has not remitted the tax to the State and the customer satisfactorily proves the error to the vendor, the sales tax may be refunded directly to the customer.

The second method is for the customer to claim the refund directly from the State. If the customer is unable to obtain the refund directly from the vendor, the customer may apply to the Refund Section for consideration of a refund by completing and filing a Claim for Refund (Form A-3730). The customer must submit proof that the sales tax was paid and explain the reason why the refund is requested.

So I can now report them and request my back sales tax which I was hinting at requesting to all of the reps

I also contacted the Utility Commission they told me that Vonage wasn’t regulated.

At this point of this saga its July and im fed up but I still have hope.

I call again to check on the faxes that I sent in total 6 times. I got in touch with Rick Silverstein a Customer Care rep. He got more done in 5 minutes then in the last 4 months. He said “E-Mail it” He was a very friendly, and very surprised at the whole situation. I promptly emailed it to him. I called back and the agent I was speaking with was IM’ing him.
I was told to call back when he would be available, and he called me back but I wasnet available.

Around one week ago August 8th I called again and the rep again said ok this is crazy and walked over to management(so I was told). I was then told that management walked over to the reps that were handling me to figure out what happened.

She told me it was done, complete, finished, over and done with. I was relived. So relived that I think I thanked this rep a dozen times.

So I call back to confim everything again a week later.

NOTHING WAS COMPLETE and I am currently awaiting management to contact me.

I haven’t stoped calling every day and I don’t plan on stopping until its done and i get all back sales tax paid. Currently around $108 dollars total.[font=Courier New:1fe125e386]

Read The Full Thread:

4+ Months to get Tax Exemption! Still Ongoing

After all of the hassle you have gone through with these micro-morons in "customer
Your right but like I said before I do manage seven accounts and the savings is around
Would it be proper to say, "Sorry the information you are requesting has been
Small Update: I called again and told the rep everything again, who actually
Update: New Day New Email from Managment [font=Courier New:7a17fbb400] Thank
Dude you have to keep this thread going, I am sorry that you are going throught this
Mike, As soon as I do something or get an update I plan on keeping it alive to
I because a wee bit angry so i fired off another email. I will follow up in the morning. Update:
I tried again last night to get my stuff fixed with the caller id, nothing like your

guyver8400 posted "This is ticket number #2438585 I mange seven different Vonage accounts for" on 08/16/2005

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