Reactivation Fee

Posts: 1 · New Forum Member Joined: Jul 01, 2004 Posts: 1

My credit card rolled over with a new expiration date and Vonage immediately suspended my service when the charge was declined using the billing information on file. It is rather difficult to straighten out the matter when your phone is unexpectedly disconnected. It frustrates me because they send me voice and e-mail messages all the time promoting new services, but they did not notify me of a problem on an existing account in good standing. Then they had the audacity to charge me a $10 'reactivation' fee. I am currently on my second mail exchange disputing the charge. It is a bit unethical to charge you to reactivate your account when they terminated it unnecessarily. Traditional business practices would call for resolving an billing problem before arbitrarily disconnecting service. Several other accounts which bill my card monthly had no problem with the transition. I intend to dispute the unauthorized charge with my credit card issuer if necessary.

Posts: 9 · New Forum Member Joined: May 28, 2004 Posts: 9

I had a problem my second month - we were on vacation and made a large credit card charge to reserve a week's stay at a condo. It didn't go through and the people told us to come back a couple days later and they'd call the credit card company (they didn't have the number handy). So my credit card company put a hold on all charges and the $2.40 tax charge from Vonage (tax on free month) didn't go through. Vonage did send me an email (fortunately I had my laptop and saw it) so I called them. There is a button on the billing page to "resubmit" the payment and we got it taken care of.

Are you certain you didn't get an email?