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outerfire
Vonage Forum Master
Vonage Forum Master


Joined: Jan 22, 2006
Posts: 293

PostPosted: Fri Feb 10, 2006 3:41 am    Post subject: Interesting customer service go round Reply with quote Back to top

Now I've had Vonage some 2 years. Always been happy, and never had any customer service complaints. I've recommended the service often, and even given a few referral links. But at this moment, I'm just a little frustrated. I just recently added a virtual number and was double billed. So I emailed in and got the following response:

"[size=]Thank you for contacting Customer Care.

We received your e-mail, where you had mentioned that you have been
double billed for the virtual number in the current bill, we checked
our records and found the same.

Regarding this credit issue,we are unable to process your request by
e-mail, please contact our voice support who will be able to assist
you in this regard and do the needful to you.

If you have any questions now or in the future Vonage DigitalVoice
Customer Care is eager to assist you 24 hours a day, 7 days a
week. Please visit our help center at http://www.vonage.com/help.php
or send us an email from our Contact Us page at
http://www.vonage.com/help_contactUs.php. You can also call us
Toll Free at: 1-VONAGE-HELP 1-866-243-4357.
[/size]"

Now I just called in and after they gathered all my information, they tell me the servers are down and I'll have to call back later.

I guess I'm a little miffed. How hard can it be to give me a credit if they acknowledge their error? Why do I really need to call in? Why do they take my extra time on the phone if they can't help me anyway?

In reality it just seems silly that they can't post the credit to my account for the next billing from my email. I gave them Invoices, Account, Telephone numbers, and my name in the original email. The credit could be applied to my next billing cycle and I wouldn't care. It just seems that they are hoping I'll forget about it. Is there something more difficult to this process that I'm not considering?
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riddler
Vonage Forum Senior
Vonage Forum Senior


Joined: Dec 18, 2005
Posts: 83
Location: Tennessee

PostPosted: Fri Feb 10, 2006 8:57 am    Post subject: Reply with quote Back to top

Hum.....Thats even got me scratching my head on that one...
"we overcharged you but you will have to call us"...
They can credit accounts when you have a referral (without calling)
So I dont see why they can't do it any other time....
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outerfire
Vonage Forum Master
Vonage Forum Master


Joined: Jan 22, 2006
Posts: 293

PostPosted: Tue Feb 14, 2006 11:51 pm    Post subject: resolved (Finally) Reply with quote Back to top

I called in again. Give the account information. Rep acknowledges that yes I've been overcharged but he isn't "authorized to issue refunds". I lose my cool a bit and question as to "wth" he's doing in the billing credits department.

Anyway I get transferred, and give the information again "for security purposes". When asked "What can I help you with today?" I am more tempered, but question if he'll help or give me more run around.

He was able to "again" confirm that I was overcharged and didn't know how it happened. He started to issue credit, but then decides to give me some additional credit.

So now I'm happy again, and the credit is already in the dashboard.

I just wished I'd have asked why no one could credit after I emailed them. I just don't know if I'll ever understand their original response to my email. It would have saved them and me alot of time.
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houuser
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Sep 04, 2003
Posts: 435
Location: Houston, TX

PostPosted: Wed Feb 15, 2006 10:39 am    Post subject: Reply with quote Back to top

The answer when I asked a credit card company the same question was: For security reason and to assure you are the
person who was incorrectly billed, we need to speak with you.

I then ask that before any other charges are allowed on my account to please call me, for security reasons, to make sure I am the one who the charges belong. The answer: I am sorry, but we do not have an interest, in speaking with you, on charges, only credits.

Thanks for reading..
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