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derekc
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Joined: Jul 10, 2006
Posts: 6

PostPosted: Thu Jul 26, 2007 7:03 pm    Post subject: I paid the annual plan and they keep on charging monthly... Reply with quote Back to top

Vonage sure has some major internal system problems and they are not able to fix them.
I had three lines under one residential account (#1003422064) as of Feb 2007. Feb 24th, I found out that they offered some annual prepaid plan (http://voipservices.tmcnet.com/feature/articles/5161-vonage-intros-annual-voip-plan.htm) for $268.51 (tax + fees included) for a saving of $60 a yr per line. I jumped on it. I called them and converted two lines from the regular monthly $39.99 (+tax+fees) plan to the annual plan. I paid two $268.51 invoices. At the same time, I decided I didn't need one of the three lines and I cancelled that line. So I thought I was set for a year without worrying about paying them monthly for the two kept lines. I WAS SO WRONG. Their system keeps on charging the monthly fees on one of the two lines. Since March, I pretty spent so many hours calling them, explaining to them what the problem was. Every time the rep understood the situation and opened a ticket and promised me credit will be issued and no more monthly charges will be applied. I pretty much spend over totally 40 hours in at least 20 calls being put on hold, being transferred, being cut off, explaining the story and getting false promises. They all understood the situation and they all made their promises and assured me that within a few days when the manager/supervisor reviewed the case, it would be all corrected. Yet, weeks after weeks, no correction ever happened and the monthly charges keep on coming. At one point (Jun 22nd), a lady from Payment Processing department called and asked for money. I, again, spent my time and explained what happened. She again understood and promised me it would be corrected. Three days, nothing happened and the account was still in GRACE period. The forth day (Jun 26th) THEY SUSPENDED MY ACCOUNT AND CUT OFF THE SERVICE. I called back that lady in payment processing dept (she was the only one I was able to get a direct phone number from Vonage - I bet it is because they are there to collect money), and explained, after one morning of struggling, she put a credit back (with an amount I could not figure out how she came up with) on to my account and told me that the "system" would re-enable the account within an hr. I waited for one afternoon, still no service. Next day I called her back and gone thru so many loops and finally they re-enabled my account.
Wait, it is not over yet. That was only a temporary fix when she put back a small credit on my account to bring the balance back to positive. THE MONTHLY CHARGE KEEPS COMING (see the July 2 one for $31.74)! I spent another morning dealing with them last week. July 21, they posted a credit of $31.74 and then YOU KNOW WHAT, they added a charge of $235.88!! Isn't that amazing? And calling them today is like going back to day one, the rep said "there was no notation on your account", "I will submit the ticket for management review and within days they will correct it."
I am sick and tired. Called Public Utilities Commission and they explained they are not regulating Vonage. I then called FCC and filed a complaint but nothing will happen until 45 to 60 days later when they start looking at it!
Vonage has no system to run their business. They are just growing too fast to smooth out all the flaws operating their business. I am sure I am not the only one suffering. Who else are being hurt by them? Let's stand up and file one more class action against them!
Vonage, are you reading this? If you are, I suggest you correct this immediately before I post this EVERYWHERE ON THE INTERNET. THIS NEEDS TO BE KNOWN!

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jlahmeyer
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Joined: Jun 27, 2005
Posts: 42

PostPosted: Sat Jul 28, 2007 12:57 pm    Post subject: Reply with quote Back to top

I was thinking about going with the annual plan, but now I'm not so sure.
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ShelChgo
Vonage Forum Senior
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Joined: Feb 27, 2006
Posts: 81

PostPosted: Sun Jul 29, 2007 3:14 pm    Post subject: Reply with quote Back to top

I'm sorry... I love Vonage and I love the savings, but there's no way I would pay up front. Looking at their financial condition and stock price. Learn from the folks burned by SunRocket just a few weeks ago.
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derekc
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Joined: Jul 10, 2006
Posts: 6

PostPosted: Sat Aug 04, 2007 10:59 am    Post subject: Nightmare continues.... Reply with quote Back to top

Ok. Knowing that my account is in GRACE period with $235.88 balance due, Vonage will suddenly suspend my account and cut off the service, I would better be trying again to get this problem resolved sooner than later. So, I spent another afternoon trying to do so....
Thursday 2pm, I call the lady (named Tracy) in payment processing dept at 1800-646-1446. Now she refused to look into it and transferred me to customer service. India again! Spending over 40 mins of explanation and this customer service again UNDERSTOOD the mistake and assured me that it would be corrected. She said she would credit back all the wrong charges and extend the annual plan ending Feb 2008 to 7/20/2008. That sounds good to me and I can't ask for more. She said in 30 mins I would receive an email from Vonage and will see it all corrected online. I knew it is a good chance it would be another false promise but she assured me it would be done so the call was ended.

That was Thursday afternoon. I waited for an hr and logged online to see what has been changed. I was invoiced for another $1:



And I checked this morning (Saturday 8:30am) and it is the same.
So, instead of correcting all mistakes that they promised, I have $236.88 balance due instead of $235.88.

Nightmare to be continued...
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cargojack
Vonage Forum Senior
Vonage Forum Senior


Joined: Jun 30, 2005
Posts: 103
Location: Boca Raton, Florida

PostPosted: Sun Aug 12, 2007 7:41 am    Post subject: I pre-paid and everything worked perfectly Reply with quote Back to top

I do realize that people who are satisfied with their service generally would not post, so on a forum like this, you get a biased representation of Vonage service. I had a Small Business 1500 plan, with a virtual number in the (954) area code and a (561) as my main number, and the included fax line. I decided to take advantage of the pay up front for a year program, and switch to the Small Business Premium Unlimited. It is now costing me less for the unlimited plan than had I kept the 1500 minute plan. The only charges I have are for the Visual Message service, where my voice messages are sent to my phone as a text message. (It is impossible to predict up front how many messages one would receive so that still has to be charged on a monthly basis.) I use the Simulring service and get all my calls forwarded to my cell phone. I have been very happy with Vonage service so far. I do wish I could control the name that appears on the CID when I make calls, and, there seems to be a problem sending the Visual voicemail to more than one email address, but, for the important stuff, I have been very happy with Vonage Service.

_________________
Cargo Jack

=========================================
Area Code: (561)
Phone Adapter: Linksys PAP2
ISP: Comcast
Router: Belkin F5D7231-4 (Wi-Fi 802.11g)
Modem: Motorola Surfmodem
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Visaro
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Joined: Jul 04, 2007
Posts: 1

PostPosted: Sun Aug 12, 2007 7:42 pm    Post subject: Im there. Reply with quote Back to top

This is the worst business I have ever had the displeasure of being a customer. Let me know when you start the class action. I'm so There.
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derekc
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Joined: Jul 10, 2006
Posts: 6

PostPosted: Sat Aug 18, 2007 11:16 am    Post subject: So, is it worth is to switch from ATT to Vonage? Reply with quote Back to top

Ok,
I concluded calling the 1800 number and dealing with those in India is a waste of time. I went to to find the CEO. He is jeffrey.Citron@vonage.com. Corporate number is 732-528-2600 and fax is 732-834-0189. paula.pangilinan@vonage.com ceo's sec.
Called the corp number and of course they won't let me talk to the CEO. They got me to the Executive Response Team. Finally, someone open a ticket that would actually do something and she was willing to provide the phone number with extension. This are the emails:

========================================

-----Original Message-----
From: customercare@vonage.com [mailto:customercare@vonage.com]
Sent: Wednesday, August 08, 2007 4:12 PM
To: Derek Chung of PVT
Subject: [vonage.com #13724324] P1/ Large Credit Request/ 1003422064/ Derek Chung/ ERT

Dear Derek Chung,

I understand that you have an issue that requires immediate attention. I apologize for the delays you have experienced. Your issue has been escalated to the Executive Response Team and I will personally assist you in this matter.

I understand that you are experiencing an issue on your Vonage account. Please contact me at your earliest convenience so that we can work on this issue together.

We value you as a customer and strive to offer a great service and, when needed, fast and helpful customer care. Again, I apologize if you have been dissatisfied in these areas thus far. I am hopeful we will be able to assist you with a resolution that meets your needs in a timely fashion.

We are dedicated to customer satisfaction. We look forward to your reply.

Sincerely,

Regina Evaslin
Executive Response Team
Hours: M - F 9:00AM to 5:30PM EST
Vonage 23 Main Street Holmdel, NJ 07733
t: 888-580-4020 extension: 22776 f: 732-231-6783
UK Callback #01618706995 x22776
w: www.vonage.com

========================================

-----Original Message-----
From: customercare@vonage.com [mailto:customercare@vonage.com]
Sent: Wednesday, August 08, 2007 4:17 PM
To: Derek Chung of PVT
Cc: terry@palosverdestownhomes.com
Subject: [vonage.com #13724324] P1/ Large Credit Request/ 1003422064/ Derek Chung/ ERT

Dear Derek Chung,

Thank you for contacting the Executive Response Team.

I understand that you are contacting me due to a billing error. According to the notes, your Vonage account has been billed three times for 2 lines to be transferred to the annual rate plan. This is certainly not fair to you, and I will review your account for a possible credit.

If you have any questions in the future, please contact Vonage at any time.

Sincerely,

Regina Evaslin
Executive Response Team
Hours: M - F 9:00AM to 5:30PM EST
Vonage 23 Main Street Holmdel, NJ 07733
t: 888-580-4020 extension: 22776 f: 732-231-6783
UK Callback #01618706995 x22776
w: www.vonage.com
========================================

From: Derek Chung of PVT
Sent: Wednesday, August 08, 2007 5:14 PM
To: 'customercare@vonage.com'
Cc: terry@palosverdestownhomes.com; David R. Kraemer of PVT
Subject: RE: [vonage.com #13724324] P1/ Large Credit Request/ 1003422064/ Derek Chung/ ERT

Regina:

Check this out for the complete and ongoing nightmare we are having with Vonage:
http://www.vonage-forum.com/ftopic20268.html

Vonage is a joke.

We spent countless hrs on this issue. Are you going to reimburse me for the time after correcting the errors?

Derek Chung
========================================

-----Original Message-----
From: customercare@vonage.com [mailto:customercare@vonage.com]
Sent: Friday, August 10, 2007 12:02 PM
To: Derek Chung of PVT
Cc: Teri Hawkins of PVT
Subject: [vonage.com #13724324] P1/ Large Credit Request/ 1003422064/ Derek Chung/ ERT

Dear Derek Chung,

Thank you for contacting the Executive Response Team.

At this time, I have credited your Vonage account for the amount owed on the account. Also, your Vonage account is now active. You should be able to place and receive calls on the account.

If you have any questions in the future, please contact Vonage at any time.

Sincerely,

Regina Evaslin
Executive Response Team
Hours: M - F 9:00AM to 5:30PM EST
Vonage 23 Main Street Holmdel, NJ 07733
t: 888-580-4020 extension: 22776 f: 732-231-6783
UK Callback #01618706995 x22776
w: www.vonage.com
========================================


-----Original Message-----
From: customercare@vonage.com [mailto:customercare@vonage.com]
Sent: Friday, August 17, 2007 2:29 PM
To: Derek Chung of PVT
Cc: Teri Hawkins of PVT
Subject: [vonage.com #13724324] P1/ Large Credit Request/ 1003422064/ Derek Chung/ ERT

Dear Derek Chung,

Thank you for contacting the Executive Response Team.

I understand that you wish to clarify a few issues regarding the Vonage account. Allow me to further explain the billing:

1. 1-(817)-467-2466 - Primary Line - The account was placed on the annual rate plan 7/21/07. This line will be on the annual rate plan until July 1, 2008. You must call before then in order to cancel the annual rate plan for 2008.

2. 1-(817)-719-2943 - Additional Line - The account was placed on the annual rate plan 2/24/07. This line will be on the annual rate plan until March 1, 2008. You must call before then in order to cancel the annual rate plan for 2008.

3. All Vonage monthly fees and federal taxes have been charged for the year. The only charges that would apply are state and local taxes as well as any 411 or international plans. As of now, you will be charged $1.00 for a County 911 Fee.

If you have any questions in the future, please contact Vonage at any time.

Sincerely,

Regina Evaslin
Executive Response Team
Hours: M - F 9:00AM to 5:30PM EST
Vonage 23 Main Street Holmdel, NJ 07733
t: 888-580-4020 extension: 22776 f: 732-231-6783
UK Callback #01618706995 x22776
w: www.vonage.com
========================================

I was supposed to have a credit of $26.74 but at the end they gave me a zero balance and extension of the annual plans from Fed 24 2008 to July 1 2008 and March 1 2008 and I got an email from them stating so (which is very important record for future) and my account is now active.



This at least temporarily concludes it. I will see if they will post monthly charges again next month and I will see if the two plans really got extended for a few free months next year.

So, is it worth is to switch from the reliable and well-established ATT service to Vonage that is still growing(?) and in pain. I was hoping so but now I can conclude that it is NOT!
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