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kidcurry
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PostPosted: Fri May 30, 2008 11:37 am    Post subject: Annual Plan = Eleven (11) Months Reply with quote Back to top

Has anyone else run into this with the Annual Plan?

On June 6, 2007, I signed up for Vonage's annual plan. Vonage renewed my annual plan on May 7, 2008 (one month early). When I questioned customer service, I was told that last year the "annual" plan was defined as "eleven months".

I have LOVED Vonage to this point, but this leaves a very bad taste in my mouth. Fortunately, I've paid by credit card and will take this up with my credit card company if Vonage doesn't do an about-face.

Thanks,

Rob
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ed56
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PostPosted: Fri May 30, 2008 2:08 pm    Post subject: Reply with quote Back to top

This is really hard to believe as being policy . . . and sounds like the Customer Sevice is out of control (again?) . . . easier to tell you that than trying to fix your billing.

Try calling the corporate number 732-528-2600 and request the Executive Response Team.

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Datahazard
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PostPosted: Mon Jun 09, 2008 12:33 pm    Post subject: Reply with quote Back to top

Was last year your first year? 11 Months plus your first month free is a year. Its also possible they're full of ****. Check that your May 7 payment isn't really for June 08 - June 09.
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mundy5
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PostPosted: Mon Jun 09, 2008 1:08 pm    Post subject: Reply with quote Back to top

I thought we pay for the previous month. so the original post is disturbing. either the csr can't do math (which has been a frequent observation on my part) or they are just full of it. complain and get to a manager who will correct this problem.

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kidcurry
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PostPosted: Mon Jun 09, 2008 1:38 pm    Post subject: Reply with quote Back to top

Thank you all for the advice. I will be calling Vonage shortly thanks to "ed56". I was on the month-to-month plan for several months before opting for the "annual" plan. It does seem absurd that anyone would equate the word "annual" with anything less than or other than "12 months". I'll post a response here after I've spoken with Vonage.
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Datahazard
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PostPosted: Tue Jun 10, 2008 2:04 pm    Post subject: Reply with quote Back to top

mundy5 wrote:
I thought we pay for the previous month. so the original post is disturbing. either the csr can't do math (which has been a frequent observation on my part) or they are just full of it. complain and get to a manager who will correct this problem.


No, you pay for next month. You're payment on June 30 is really covering july.
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kidcurry
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PostPosted: Tue Jun 10, 2008 3:35 pm    Post subject: Reply with quote Back to top

I'm not sure if this helps, but according to my Billing History, Vonage took a payment of $297.71 on May 7, 2008. The "Rate Plan Start Date" is May 7, 2008 and the "Rate Plan End Date" is May 6, 2009. That seems pretty straight forward to me. I started with Vonage on March 7, 2007 and was monthly until June 6, 2007 when I opted for the annual plan - $262.78. That's why I was surprised when it was renewed one month early. Unfortunately, the invoice for June 6, 2007 does NOT indicate a "Start Date" or an "End Date". It was an assumption on my part that "annual" meant 12 months and the renewal would occur in one year on June 7, 2008. I have had nothing but GREAT service and except for this "disagreement", I have never looked back to my days with Verizon. Verizon was continually raising their prices and reducing their service.
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kidcurry
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PostPosted: Tue Jul 08, 2008 10:33 am    Post subject: Reply with quote Back to top

I finally called Vonage as ed56 suggested. I didn't ask to speak to the "Executive Response Team" (there wasn't an option when I called that number), I spoke to "Customer Care".

I'm happy to report that Vonage issued me a credit for one month.

Thanks for your help!

I just LOVE Vonage,

Rob
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