Why am I being charged for calls to France

Posts: 2 · New Forum Member Joined: Feb 05, 2007 Posts: 2

Has anyone else been charged for calls to French landline numbers? I have signed up for the £7.99 per month unlimited calls to UK, France etc and have just received my first bill and I have been charged for all my calls to French numbers.

All these numbers are standard landlines so I called 'customer service' and was told that they were to mobile numbers. I explained that they are not and was told that 'the computer says they are' - a real Little Britain 'computer say no' moment.

I then sent an email to Vonage and they replied that I was on the UK only tariff. Plainly untrue as I have been charged £7.99 on my invoice.

Has anyone else been charged for calls to France. If your calls have been free could you contact me as I think Vonage have got their wires crossed and it would help if I could show other users not paying for their calls. I need to get this sorted as 50% of my calls are to France which is why I signed up for this in the first place.

So far the customer service has been shocking.
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Posts: 6 · New Forum Member Joined: Oct 18, 2006 Posts: 6

I am on "Extended Europe" offer and my calls to to France are not charged. Mind you there seem to be many offers (depending when you sign up and any advert or mailshot you reference) that are all the 7.99 plan. Maybe your "offer" does not include France. Mind you changing "offer" is a nightmare with the only way possible is to cancel one account and open another ! I will also look for any previous threads on offers to see if there is a listing of all of them.

Posts: 6 · New Forum Member Joined: Oct 18, 2006 Posts: 6

Dohh - found the sticky on the forum vonage-forum.com/ftopic13965.html" target="_blank">http://www.vonage-forum.com/ftopic13965.html

Posts: 2 · New Forum Member Joined: Feb 05, 2007 Posts: 2

Hi Matts
Thanks for taking the time to reply.
I signed up for the World Plan One promotion which includes calls to USA, UK, France, Spain, Italy, Portugal, Germany & Greece. I signed up for this as the in-laws live in Spain and I have friends in France & Italy.
What bugged me was the attitude of the customer service people. They didn't give a stuff. First claiming the calls were billed because they were to mobile phones (which they were not) and then saying that I was on a UK only plan (which, if I was, was down to their mistakes as I took screen grabs of the sign-up process so I could prove what I signed up for). It was only when I threatened legal action that I got a relatively quick response. Even then I only got a refund of the overcharge with no offer of a credit or anything for my wasted time and hassle.
I would recommend to anyone signing up to take screen grabs of each stage of the process in case of a cock-up and then when it happens rant until they take action!
Customer Service - I don't believe they know the meaning of the word.

Posts: 426 · Posted: Tue Feb 06, 2007 3:49 pm Post subject:

21st definition of Customer Service... The Customer Services us.