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The devices are
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Hi these are most
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usa_chris
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Joined: Jan 23, 2007
Posts: 6

PostPosted: Tue Jan 23, 2007 3:28 pm    Post subject: BAD customer service Reply with quote Back to top

--------------------------------------------------------------------------------
Just had my first billing error, so far $36 plus taxes. Did they care? NOOOOOO

I phoned up and spoke to one lady for an hour and confirms the billing is not clear and will refund the money. I get passed to another agent and all I hear no, no, refer to terms and conditions. I checked there is no pricing in there. I refer them to their international pricing page. Does he care, no!

I am now doing a block on payments and previous payemnts to Vonage.

I was very polite but when he said "we have a business to run and we can't just refund" I just boiled over. WT* I thought. I'm still in shock. I have read other reviews and all i can say is MCI I'm coming back. I will have to pay $39 cancellation but if I stay with Vonage how can I know what I'm being charged?

Belive me the service was clear but the customer service really STINKS!
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roscopco
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Joined: Nov 08, 2006
Posts: 1326

PostPosted: Tue Jan 23, 2007 3:52 pm    Post subject: what was the billing error? Reply with quote Back to top

What kind of billing error did you have?
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usa_chris
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PostPosted: Tue Jan 23, 2007 4:03 pm    Post subject: Billing errors Reply with quote Back to top

Hi,
I phoned a few numbers in the UK which I was told were free. Apparently anyone I call on an NGN netowrk in the UK (whatever that is) I will be charged. I checked their international billing rates and the prefix I used is not on there.

So unless I phone people in the UK and ask them if they're on the NGN network I won't know until I have called them if I will be charged!

I have lived in the UK for 30yrs and I have never heard of NGN. I have just moved to the USA last August so I phone my family back home a reasonable amount.

I just asked my friends back there just after talking to Vonage and they have never heard of NGN.

I spoke to Vonage and they say they can do this, refer to terms and conditions. So far I have been over chraged $30-40.

I spoke to the customer service people twice and they just don't care.

I was so reasonable but all I heard was "we have a business we can't just refund"

I was so disgusted.

I am now looking at comcast, MCI ...
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DMS1
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Joined: Mar 21, 2006
Posts: 72

PostPosted: Tue Jan 23, 2007 4:44 pm    Post subject: Re: Billing errors Reply with quote Back to top

usa_chris wrote:
So unless I phone people in the UK and ask them if they're on the NGN network I won't know until I have called them if I will be charged!

I have lived in the UK for 30yrs and I have never heard of NGN. I have just moved to the USA last August so I phone my family back home a reasonable amount.

If you've lived in the UK that recently I'm surprised you are not aware of the concept of a non-geographic number and how to tell what category a number falls in.

it is quite simple really. Any number with a dialing code beginning 01 or 02 is a landline and will be free from Vonage. Anything else (such as 07 for mobile and 03/08 for free-phone, local-rate etc.) is not free.
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roscopco
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PostPosted: Tue Jan 23, 2007 4:46 pm    Post subject: maybe post this in the uk section Reply with quote Back to top

I was going to suggest that maybe they were dialing a cell phone (mobile in the U.K), but I figured they new it was a mobile number.

You should post this in the U.K section as well.
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usa_chris
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PostPosted: Tue Jan 23, 2007 4:56 pm    Post subject: Not a mobile number Reply with quote Back to top

No it was not a mobile number. So phoning the UK is a bit of a gamble!

I suppose the point that I was trying to make is I'm a very reasonable person. I even pointed out that it is not clear on their website (int charges). The prefix is not listed there. Its not a mobile.

The only response was they can do this refer to their terms and conditions. This seems very poor. The only way I can see how much i will be chraged is to phone the person for a minute first then check my bill. Almost laughable but an expensive laugh!

This is the first time I have complained to Vonage since I signed up in August. I got nowhere. Just "we are a business and can't just refund". Which translates to me one fo the following:

1) Your customers are so annoying, stop bothering us
2) Who cares what you think
3) Its our money now, hahaha

See I'm sort of laughing about it but its really quite shocking.

I've just question my credit card bills for the past three bills from Vonage. Now its my money again hahahaha!

Thats also the first time I have questioned an item on my credit card in 15yrs!

I'm an honest person but really fuming about how I was treated. I thought it was just that one person but the same reply twice from two seperate people.

Well the money has been ring-fenced or whatever they call it, so its mine again now Smile I think ...
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roscopco
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PostPosted: Tue Jan 23, 2007 5:08 pm    Post subject: maybe call back again Reply with quote Back to top

I would call Vonage back again and talk to someone different. I have called customer service 3 times for information and 3 times I got a different answer. If you are not satisfied with the response, ask to speak to a supervisor.

I agree it wasn't good customer service that they provided.

I like to have things backed up with an email, this way it is in black and white.
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DMS1
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Joined: Mar 21, 2006
Posts: 72

PostPosted: Tue Jan 23, 2007 5:21 pm    Post subject: Re: Not a mobile number Reply with quote Back to top

usa_chris wrote:
So phoning the UK is a bit of a gamble!

No it's not. As I said above, the numbering scheme really is quite simple. Furthermore, this system has been in place for over five years. You can find more details here: http://en.wikipedia.org/wiki/UK_telephone_numbering_plan.
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xcrunxc
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Joined: Aug 04, 2006
Posts: 414
Location: New Jersey

PostPosted: Tue Jan 23, 2007 7:24 pm    Post subject: Reply with quote Back to top

Did you even look on the international rates page? NGN is clearly listed there along with every other number that doesn't fall under that standard $.04/minute UK rate. I don't see how you can call this a billing error, seems like you just didn't look into this before you picked up your phone and started accruing charges. Here is what I see when I go there, I think this should answer your questions:

United Kingdom 44 $0.04
with Unlimited Plans - FREE
United Kingdom (Cellular & Premium) 447, 4407, 4455, 4476-79, 44844, 44871, 447000-02, 447004, 447007, 447009-10, 447017, 447020, 447051, 447060, 447074, 447091, 447624, 447661, 447699, 447701-43, 447745-54, 447756-76, 447778-80, 447782-821, 447823-28, 447830-38, 447840-63, 447865-71, 447875-91, 447894-910, 447913-23, 447926-33, 447939-41, 447944, 447946-47, 447949-53, 447955-63, 447966-71, 447973-74, 447976-77, 447979-81, 447984-90, 447999, 4470034-37, 4470039, 4470050-56, 4470058-66, 4470069, 4470080-82, 4470084-89, 4470140-44, 4470211, 4470213, 4470215-16, 4470218-19, 4470280, 4470282-95, 4470297-98, 4470300-01, 4470303, 4470305-19, 4470390-96, 4470398, 4470400-01, 4470404-09, 4470411-19, 4470430-31, 4470433, 4470437-41, 4470444-47, 4470449, 4470460-62, 4470465, 4470467-69, 4470491, 4470493-97, 4470500-09, 4470590-99, 4470610-18, 4470691, 4470694-97, 4470699, 4470701-19, 4470750-59, 4470770, 4470772-75, 4470777-78, 4470790-99, 4470803, 4470808-09, 4470811-13, 4470815, 4470818-19, 4470890-93, 4470895, 4470897-98, 4470901-09, 4470920-29, 4470940-42, 4470944-49, 4470965-69, 4470990, 4470992, 4470994-96, 4476002, 4476020, 4476230-39, 4476251-57, 4476260-69, 4476403-04, 4476406-07, 4476440-41, 4476542-43, 4476545-46, 4476591-96, 4476598-99, 4476601-05, 4476637, 4476661-68, 4476690-92, 4476698-99, 4476810, 4476814, 4476818, 4476930-39, 4477210-19, 4477442-49, 4477552-55, 4477670-79, 4477850-59, 4478360-69, 4479117, 4479560-69, 44702100-01, 44702103-06, 44702108-09, 44702140-41, 44702143-46, 44702148-49, 44703040, 44704020-32, 44704630-49, 44706930, 44707000, 44709980, 44709990, 447021020-29, 447021070-79, 447021420-29, 447021470-79, 447626990-99 $0.34
United Kingdom (NGN) 448-49, 4408-09 $0.51
United Kingdom - LCFA 4484, 44845 $0.28
United Kingdom - London 4420, 44203, 44207-08 $0.04
with Unlimited Plans - FREE
United Kingdom - NCFA 4487, 44870 $0.28
United Kingdom - Personal 4470 $0.30

And for the record if you try and do a chargeback and you actually used the service Vonage can and will dispute the chargeback and your bank will not refund you the money. If you block future charges and keep your Vonage account open it will just be termed for non payment and any existing balance will go to collections and make a nice hit on your credit report. Just so you know.
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roscopco
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Joined: Nov 08, 2006
Posts: 1326

PostPosted: Tue Jan 23, 2007 7:57 pm    Post subject: great detective work Reply with quote Back to top

Hey great work, I think this is now solved, a lesson learned the hard way.
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