What is the best way to get my money back?

Posts: 6 · New Forum Member Joined: Mar 15, 2006 Posts: 6

I signed up for Vonage because they assured me that my current number could be transferred from my carrier. I bought the Linksys wireless adapter and waited. They charged my card with no problems, I filled out the transfer form and waited. After a week I emailed them and was told that the transfer could take a minimum of 20 days, so I waited. I emailed again after 20 days and got the same response. On the 30th day, they sent me an email stating that they were able to charge my card for their service. This bothered me because I hadn't used their service yet. I am currently with the cable company phone service and already get free long distance. The deal doesn't work for me if I can't transfer the number since I've had it for seven years. After six weeks, they cancelled the transfer and tried to give me the virtual number. I called and found out that they don't have a transfer agreement in my area. After a long discussion with a customer service rep, I was given an RMA and was told that I would get all of my money back since it was their mistake. Well, the next day they charged me a termination fee and a rebate recovery fee. Then, they wouldn't admit the box had been returned until I sent them proof of delivery. It's been almost two weeks now and my card still hasn't been credited with the money they charged (fraudulently in my opinion). How can I get them to give my money back like they told me they would?

Posts: 56 · Full Forum Member Joined: Mar 15, 2006 Posts: 56

simple..... talk to someone higher up in the company. Tell them what you have gone thru and they will give u plenty of credit. It is a pain to get thru, but once you do they are really good at their job. I've only had good things from Vonage.

Posts: 1715 · Posted: Thu Mar 16, 2006 4:47 am Post subject:

Number transfers take time...that's all there is to it. The old phone co doesn't want to let go of you as a customer and they have no incentive to help you or your new phone co.

My own experience, transferring a number from AT&T Wireless/Cingular to Vonage:
July 22, 2005 Awaiting Letter of Authorization
July 22, 2005 Letter of Authorization (LOA) Received
July 23, 2005 Transfer Sent to Carrier
September 7, 2005 Carrier Approved Transfer
September 7, 2005 Completed LNP Transfer

What really ticked me off was that my Cingular contract/monthly date is the 5th of the month...so Cingular charged me another $120 for a whole month of service when they only provided me with 2 days worth of service. The reason they charged you for service was that you had outgoing service from day 1. Yes, your number wasn't transferred over to that line, but blame the phone co you were transferring the number from, not Vonage for that one.

Posts: 6 · New Forum Member Joined: Mar 15, 2006 Posts: 6

Thanks for the replies. I'll try bouncing it up the foodchain and see if I get any better response.

Posts: 6 · New Forum Member Joined: Mar 15, 2006 Posts: 6

The problem isn't that it took time, it's that they said it couldn't be done after 6 weeks. I even volunteered to change my phone service to another local company so Vonage could try to get my number transferred from them.

Ok, Vonage is now the top company on my all time list of companies to stay away from. Service is practically non-existent. I understand that India has great labor rates and many companies are using all they can. But it comes at a cost. Everyone I have spoken to about my account speaks with an Indian accent, and none of them are in a hurry to help me. The customer care people assured me that my money would be returned in 24 to 48 hours (lets see, 3 people x 48 hrs each = 6 days). I finally got a person in the credit department after sitting on hold for 20 minutes and was told that the customer care folks can't give my money back. Nice little delay tactic. Of course she couldn't give it back either, her supervisor has to do it and it will take, (take a guess...) two or three days. It's been two weeks since they received their box back. I think they should also pay interest and penalties.

TO EVERYONE THINKING OF SWITCHING TO Vonage ... RUN LIKE THE WIND AND DON'T LOOK BACK !

Posts: 83 · Posted: Sun Mar 19, 2006 2:26 am Post subject:

Contact The Better Business Bureau and let them take over....
www.bbb.com

Refund or Exchange Issues: 118
Outcome of all complaints -
Resolved: 118

Credit or Billing Issues: 187
Outcome of all complaints -
Resolved: 183; Delayed Resolution: 1; Company made
every reasonable effort to Resolve: 3

Posts: 103 · Posted: Sun Mar 19, 2006 1:14 pm Post subject: Amazing!

There is something in Psychological Research called a selection bias. For example, some nurse works with children who have brain cancer, and after a few weeks, it seems like every kid she knows has brain cancer and she gets depressed. One day, she hangs out at her nephew's birthday, sees healthy kids and realizes that she just views the world a biased way because she is used to see only a biased population sample. It seems to me, when I read this website that Vonage is the worst thing in the world. Everyone is kvetching about bad customer support and bad service. Then I remember, I have had Vonage for close to 3/4 of a year now, and although there have been some problems, I am thrilled with my service. I did learn that when I call customer service, I have to ask the person's name, who answers the phone, and ask, no, demand, but demand politely to speak to the next tier up to solve my problem. And, usually it gets polite attention. Don't give up on Vonage yet.

Posts: 83 · Posted: Sun Mar 19, 2006 2:50 pm Post subject:

Being biased and being lied to is 2 different things...

"Then, they wouldn't admit the box had been returned until I sent them proof of delivery"

I believe I have seen others who have posted that they had returned their adapters and told "we havent received it" Luckily,phreddy had proof that it was delivered....

Posts: 25 · Vonage Forum Junior Joined: Mar 08, 2005 Posts: 25

phreddy,
Call 800-860-5491 it's the NJ office. I called twice last week about an issue and was told by someone in another country I'd be contacted within 24-48 hours. Both times I didn't get a call back. Sat. I called and got the NJ office. The tech walked me through a few things and said he made some changes on his end. He solved my problem and gave me the direct NJ number for future issues. The other two techs didn't even attempt to help me.

If you want your money back just call your credit card company and have the charges reversed. Just make sure you have the proof that it was sent back.

Posts: 6 · New Forum Member Joined: Mar 15, 2006 Posts: 6

LMari wrote:

phreddy,
Call 800-860-5491 it's the NJ office.

Thanks much LMari. I called the number and the person said he credited my account as we spoke on the phone. I'll check my account tomorrow to double check but the person was actually helpful.

Unfortunately, the bad taste that the other reps left me with will keep me from giving them anything but a bad reference. I will never try them again.

Why does corporate America think they can save money by outsourcing customer service? For one, it isn't service, two it doesn't save money, and three it chases customers away.