Transferred call being charged as an International call

Posts: 879 · Vonage Forum Evangelist Joined: Nov 05, 2005 Posts: 879

I transferred a call to my local area code and I went to check my web account and I noticed the transferred call was charged to my "Pending Charges Summary" on the billing tab as an international call. This is the second time I've noticed this when I've transferred a call to a non-international number and the call was charged as an international call in my web account and was courious if this has happened to anyone else.

Posts: 153 · Vonage Forum Master Joined: Jan 11, 2007 Posts: 153

Are the first two digits of the number "90" (Turkey [no, not you, the country])? Did you forget the "#" in the "#90" or dial it before the adapter dialtone had gotten solid after the flash? Or did you leave off the "1" (the U.S. country code) in the number when transferring, resulting in a transfer to an actual international number somewhere?

It was because of a fear that people would make these sort of mistakes and gripe (forum automatically blanked the b-word) about the charges that international forwarding and transferring are either disabled or were disabled. In other words, because some people aren't careful, the rest of us have to lose features we'd like to have.

Under Billing, over on the right, "Request a credit". Enter Request Reason "Other", the transaction ID of the call that actually has the charge, and for Description just say "misdialled" and nothing else. At least as long as it's only a 1 minute call, which is what I assume would have happened. It's especially bad with country code 90, because the "this is a wrong number" recordings there return "answer" supervision so it appears as though you actually reached something.

Posts: 208 · Posted: Sat Jun 02, 2007 7:40 am Post subject:

The other important thing you left out D is if the initial call was international?

If you received a call from say, Cuba, and transferred it locally, then you'd be metered as calling Cuba for the duration of the transferred call. This was changed a few weeks ago because people were exploiting Vonage to receive cheaper international calls and then forward them internationally to the free or cheap countries for 1c/minute.

Otherwise, please check the troubleshooting JCovert listed above. Smile

Posts: 879 · Vonage Forum Evangelist Joined: Nov 05, 2005 Posts: 879

The initial call and the transferred call were all placed within my local area code. The detailed calling activity in my web account even confirms this.

The first two digits are definitely not 90, and no I did not forget the #90 after flashing, dialing the new number to transfer and # to connect the call.

When I noticed this error yesterday, I requested the credit through the web account.

Posts: 1 · New Forum Member Joined: Jun 20, 2007 Posts: 1

In May I placed a call from my Vonage line (407 area code in U.S.) to 678 area code (in U.S.). After about 20 minutes I transferred the call to my cell phone (407 area code in U.S.) using #90. The call transferred correctly and I talked for another 25 minutes. My bill indicated that I was charged international rates of $0.71 per minute for the transferred portion of my call (total of $17.75). It appears their system identified the transferred call as Vanuatu cellular, which has an international code of 6784. The initial call I placed from my Vonage line to 678 was billed corrrectly as included in my plan at no charge. Only the transferred portion of my call was billed as if I called international code 6784. I called their customer service three weeks ago to get this corrected and my account credited but have so far been unsuccessful.

I have been told by multiple reps that Vonage now charges for transferring calls to a cell phone. Nowhere is this stated on their web site, so I think the reps telling me this are in error. I've also been told that since their system identified it as international that it must have been. It's been frustrating dealing with them (4 reps so far with no resolution).

Posts: 879 · Vonage Forum Evangelist Joined: Nov 05, 2005 Posts: 879

To get this corrected, you are going to have to contact Vonage support, specifically billing. On my last billing statement which was actually today, I was charged $2.55 for the transferred called which in actuality was treated as an international call even though it wasn't. I contacted Vonage billing today and they could see the calls originated, and were transferred, all within my local area code and my account was credited $2.55 on my upcoming billing statement.

Posts: 41 · Full Forum Member Joined: May 22, 2007 Posts: 41

This is just a generic Billing error in the system. If you were not refunded $17 for your transfer you probably spoke only to an outsourced rep who didnt have the credit rights. The reps in NJ can give that back to you.

Also despite what "many people" have told you , vonage does not charge to transfer calls. If their billing system screws up, thats one thing but call transfer is a basic, free feature with the obvious exception of international transfers in which you pay for the international call.

Posts: 1320 · Vonage Forum **MVM** Joined: Nov 08, 2006 Posts: 1320

I didn't think it was possible to transfer a call to an international number.