Mega bills from vonage

Posts: 1 · New Forum Member Joined: Aug 15, 2006 Posts: 1

In two days Vonage charged me more than $1300 for a service that I had not used. I had to talk with customer service and then their technical group to finally find out that it was a number that was going out from the machine every 30 secs. Funny side of it was that it was not even a complete phone number. It was a six digit number and the bill said it was an international number. Finally the technical service found out that it was an error with their server. Vonage refunded half of the money and for the remaining $630 I have been waiting for more than 15 days. Every day I talk with lots of customer service and they connect to various different persons or departments. Finally the answer I get is that the money is going to be refunded in two days. I wait for few days and still nothing happens. The one answer I always get is that it is a huge amount and they have to go through some kind of process that I was never really able to understand. I called up again today and they said they will refund the amount in two days (sadly this is what they have said last two times before this). Any way I have decided to wait for two more days and then inform my bank to stop all transactions and put the amount on dispute. I don’t know what else I should be doing. I have to acknowledge that Vonage customer service people were polite and understanding but with no power to do anything.
I used to be a very happy customer of Vonage until this episode. I used to recommend to all my friends. But with experience I have learned that the Vonage is just a Rip off.

Posts: 170 · Vonage Forum Master Joined: Dec 05, 2004 Posts: 170

Which machine was the number being dialed out from?

Posts: 4 · New Forum Member Joined: Aug 03, 2006 Posts: 4

Next time you call make sure to tell them that you are going to contact the Attorney General of your state with a letter of complaint.
I have had many a problem like that resolved right away.
Give them 1 day, then write the letter and send it of.
They will be contacted by the Attorney Generals office regarding the complaint, and they do not like the attention this draws to their company.
Sooner or later Vonage will have to play by rules that are there to protect their consumers

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

vidyas wrote:

I have to acknowledge that Vonage customer service people were polite and understanding but with no power to do anything.
I used to be a very happy customer of Vonage until this episode. I used to recommend to all my friends. But with experience I have learned that the Vonage is just a Rip off.

Just polite doesn't cut it in this situation. Call the Executive Response Team, Denise Kinder, 888 580 4020 x 31606, denise.kinder@vonage.com .

Posts: 414 · Posted: Tue Aug 15, 2006 7:37 pm Post subject:

Customer service agents(anyone you talk to on the phone) are only able to give a customer back up to one month of regular charges, supervisors only a little above that, and I think even Managers can only give back around $500. For your refund they probably need to get an executive involved and executives normally don't like hearing that they need to give back $1300 dollars. I would listen to the previous poster and contact the executive response team, since they would be the ones it would probably need to end up at to get your money back anyway.