I recently had to return a Vonage router as it had some problems. When the new one turned up, I followed the instructions and packed up my old router, the RMA details, and put it in the plastic bag provided. I put the label on the bag (a plain second class postal label) and mailed it at the Post Office. Being aware the Royal Mail loses stuff I got a postal confirmation.
A couple of weeks later I get billled £68 for the new router, and Vonage customer service tells me I didn't return the router. I say I did, and I have proof I mailed it. They say "what is the tracking number?". Now, since there was no tracking on the package, and it was a plain postal label I say "there was no tracking".... apparently they don't believe me...
I sent back a V phone as my first one was faulty, and then a month later i got billing £28 for it. When i called up they said they had never received it as if they did it would have been put back on the system.
I sent it recorded post, and when i checked the royal mail web site it was delivered and signed for the day after posting!
So i gave them this information and they refunded the charges.
ALWAYS send recorded delivery, or atleast get a proof of posting.
My advice is give them another call and don't stand for none of it. Just go up the chain of command a few times, you'll soon get it sorted.
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