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turbo53
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Posts: 192
Location: Virginia, USA

PostPosted: Tue Apr 18, 2006 7:48 pm    Post subject: Outoging call billed twice Reply with quote Back to top

Before I call Vonage to complain, I'm going to check here to see if anyone has an idea what is going on.

I have the 500 minute plan, so I want to make sure that I am not overbilled for the calls we make. Yesterday, my wife made a 24 minute call which shows up TWICE in the itemized call detail page on the web site. I am also being debited for the 24 minutes twice. Here is what the entry looks like, with the phone number xxxxed out.



Date: Time: To: Rate: Duration (Min) Amt. Approved: Transaction ID:
4/17/06 7:42 PM 1xxxxxxxxxx In-Plan 00:24:00 $0.00 4082046077
4/17/06 7:42 PM 1xxxxxxxxxx In-Plan 00:24:00 $0.00 4082046058

There are 2 separate transaction IDs, but as you can see, the calls were placed at exactly the same time. Even though I xxxed out the phone numbers, they are also the same.

Is there any normal set of circumstances that can cause this, like the person we called using call-forwarding, or did Vonage just mess up?

Thanks.

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Steve48
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PostPosted: Tue Apr 18, 2006 8:19 pm    Post subject: Reply with quote Back to top

That's definitely weird. What does the billing tab say about total minutes used?

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Steve Gray
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turbo53
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Posts: 192
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PostPosted: Tue Apr 18, 2006 8:22 pm    Post subject: Reply with quote Back to top

Steve48 wrote:
That's definitely weird. What does the billing tab say about total minutes used?

The billing tab includes the extra 24 minutes. Thanks.

_________________
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Linksys WRTP54G Router with 2 phone jacks
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Steve48
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PostPosted: Tue Apr 18, 2006 10:02 pm    Post subject: Reply with quote Back to top

You're welcome. I suggest you give customer service a call <shudder>.

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Steve Gray
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nmreich
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Joined: Apr 19, 2006
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PostPosted: Thu Apr 20, 2006 1:08 pm    Post subject: Reply with quote Back to top

Turbo,

Did you get your issue resolved? What did customer service say?

-Nathan
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pgwils
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PostPosted: Thu Apr 20, 2006 1:25 pm    Post subject: Billing Minutes Reply with quote Back to top

[font=Comic Sans MS] [/font]

I also have seen the billing of extra minutes. I am keeping track of exact minutes on each call. We must keep them honest.
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turbo53
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Joined: Jun 24, 2005
Posts: 192
Location: Virginia, USA

PostPosted: Thu Apr 20, 2006 1:35 pm    Post subject: Reply with quote Back to top

nmreich wrote:
Turbo,

Did you get your issue resolved? What did customer service say?

-Nathan


Customer service was the usual mess. I was put on hold to talk to a supervisor and gave up after 20 minutes.

I went ahead and requested a credit for the extra minutes through the web site today. I'll let you know what happens.

_________________
ISP: Cox Cable - 5 Mb Down / 2 Mb Up
Linksys BEFCMU10 Cable Modem
Linksys WRTP54G Router with 2 phone jacks
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turbo53
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Joined: Jun 24, 2005
Posts: 192
Location: Virginia, USA

PostPosted: Sat Apr 22, 2006 7:04 pm    Post subject: Reply with quote Back to top

I'm following up on this issue, as promised.

I entered a request for credit on the web site on Thursday. The message said I should receive credit on the current bill assuming that I entered the info at least 24 hours before the end of the billing cycle.

I still haven't seen credit for the extra minutes in my account, or received any kind of communication from Vonage.

To tell the truth, as a practical matter, it doesn't really matter. My billing cycle ends of Monday and I still have more than 100 minutes left. I won't exceed the 500 minute limit even with the extra 24 minutes included. If I was going to wind up being billed extra because of this, I would really be POed.

Nevertheless, Vonage has to respond more quickly to these type of issues. I'll try to escalate if I don't hear something by early next week.

_________________
ISP: Cox Cable - 5 Mb Down / 2 Mb Up
Linksys BEFCMU10 Cable Modem
Linksys WRTP54G Router with 2 phone jacks
Vonage customer since June 25, 2005
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MarleyX
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Joined: Feb 10, 2005
Posts: 82
Location: Fort Myers, FL

PostPosted: Sun Apr 23, 2006 1:04 pm    Post subject: Reply with quote Back to top

This happens to me when people call my 800 numbers. Vonage has never been able to fix it.
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