I am having some billing issues on my Vonage Softphones and I wonder if I am alone.
In March I decided to start using my Vonage Softphone for my calls to the Caribbean. on 3 seperate occasions I was billed for calls lasting 120 minutes when I could not connect or the system timed out. As you will see from the entry taken from my bill, I attempted to make the call at 9:26 and it did not connect. I tried it again at 9:27 and was billed for 2 hours for the call made 1 minute prior.
3/16/06 9:26 PM 120 Min $34.80 3/16/06 9:27 PM 1 Min $0.29
I have been trying to resolve this with Vonage billing dept for over 1 month and they refuse to help. I am being told that they gave me credit for 1 of these accidentally and will not resolve the other 2 issues. Please see the customer service response below:
"In response to your request, our records show that the two international phone calls placed on March 16 were made via your Softphone. It is technically possible to have a number of SoftPhones running simultaneously with the same phone number and password. The softphone numbers can make calls without interfering with each other. Please ensure that the computer which carries the SoftPhone is secured at all times and to close and exit the program when not in use".
I have been in the telecom industry for 12 years, I know how to disconnect a softphone. After more than 4 hours on the phone I am still no where with Vonage. This has been a disaster from the day I enabled my service with Vonage. The service on my regular account does not work half the time. Most days when you ring me it says my phone is out of service.
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