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Vonage Vonage sure has some major internal system problems and they are not able to fix



Vonage sure has some major internal system problems and they are not able to fix them.
I had three lines under one residential account (#1003422064) as of Feb 2007. Feb 24th, I found out that they offered some annual prepaid plan (http://voipservices.tmcnet.com/feature/articles/5161-vonage-intros-annual-voip-plan.htm) for $268.51 (tax + fees included) for a saving of $60 a yr per line. I jumped on it. I called them and converted two lines from the regular monthly $39.99 (+tax+fees) plan to the annual plan. I paid two $268.51 invoices. At the same time, I decided I didn't need one of the three lines and I cancelled that line. So I thought I was set for a year without worrying about paying them monthly for the two kept lines. I WAS SO WRONG. Their system keeps on charging the monthly fees on one of the two lines. Since March, I pretty spent so many hours calling them, explaining to them what the problem was. Every time the rep understood the situation and opened a ticket and promised me credit will be issued and no more monthly charges will be applied. I pretty much spend over totally 40 hours in at least 20 calls being put on hold, being transferred, being cut off, explaining the story and getting false promises. They all understood the situation and they all made their promises and assured me that within a few days when the manager/supervisor reviewed the case, it would be all corrected. Yet, weeks after weeks, no correction ever happened and the monthly charges keep on coming. At one point (Jun 22nd), a lady from Payment Processing department called and asked for money. I, again, spent my time and explained what happened. She again understood and promised me it would be corrected. Three days, nothing happened and the account was still in GRACE period. The forth day (Jun 26th) THEY SUSPENDED MY ACCOUNT AND CUT OFF THE SERVICE. I called back that lady in payment processing dept (she was the only one I was able to get a direct phone number from Vonage - I bet it is because they are there to collect money), and explained, after one morning of struggling, she put a credit back (with an amount I could not figure out how she came up with) on to my account and told me that the "system" would re-enable the account within an hr. I waited for one afternoon, still no service. Next day I called her back and gone thru so many loops and finally they re-enabled my account.
Wait, it is not over yet. That was only a temporary fix when she put back a small credit on my account to bring the balance back to positive. THE MONTHLY CHARGE KEEPS COMING (see the July 2 one for $31.74)! I spent another morning dealing with them last week. July 21, they posted a credit of $31.74 and then YOU KNOW WHAT, they added a charge of $235.88!! Isn't that amazing? And calling them today is like going back to day one, the rep said "there was no notation on your account", "I will submit the ticket for management review and within days they will correct it."
I am sick and tired. Called Public Utilities Commission and they explained they are not regulating Vonage. I then called FCC and filed a complaint but nothing will happen until 45 to 60 days later when they start looking at it!
Vonage has no system to run their business. They are just growing too fast to smooth out all the flaws operating their business. I am sure I am not the only one suffering. Who else are being hurt by them? Let's stand up and file one more class action against them!
Vonage, are you reading this? If you are, I suggest you correct this immediately before I post this EVERYWHERE ON THE INTERNET. THIS NEEDS TO BE KNOWN!





Read The Full Thread:

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


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

derekc posted "Vonage sure has some major internal system problems and they are not able to fix" on 07/26/2007

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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.

** Certain call types excluded.

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