Mother in need of some guidance, billing questions..?

Posts: 56 · Full Forum Member Joined: Oct 25, 2006 Posts: 56

Hi, everyone my name is nicole , i been a Vonage custumer for more than 2 years now, i love the service and everything. there seems to be a little problem, im currently overseas with my family. my bank just send me and email telling me that there seems to be a problem at our bank, and that all the Credit Card accounts, are temperately not going to be working for the past 2 weeks.

Vonage usually discounts the money from my Credit Card automatically on the 1st of every month.

i tried to used the V-talk on my laptop but there is a problem, the hotel that we are staying at, currently they have all the ports blocked at the hotel, so i cant sign into V-talk, i can't even check my hotmail, my myspace, and a couple of other websites. luckily i was able to come to the forums and type this.

P.S

I would call Vonage from the hotel room, but they charge like $1.25 per mint when you dial a toll free number. since we are overseas, and i know that every time i call Vonage it sometimes takes 5 or 10 mints of waiting on hold till a customer representative speaks with you, and then they also put you on hold. witch might be another 10 mints or more. do i don't want to pay $20.00 or $25.00 for a call that is toll free from the u.s.a . these international rates are abusive.

My question is what will happen when Vonage tries to charge my credit card, and the paymente does not go through, i know that Vonage usually tries to charge it again 2 or 3 more times.

guidance

will my phone be suspended..? if someone can share some details with me it would be nice. because for we have another lan phone in the house, with Verizon , and they usually if we don't pay, the give you another month wich is 2 months , but your phone is still active. and we just have to pay like 5 dollars more , because of the late payment.

i would like to know, does Vonage do this as well, or will my phone be Temp suspended.? or what. thanks. because the bank told me that all their issues will be taking care of before the 15th of November. i just don't want to loose my Vonage phone line. since ive had it for years.

thank you in advanced

god bless

Posts: 81 · Vonage Forum Senior Joined: Sep 26, 2008 Posts: 81

"In the event your payment fails for any reason, your account will still be active but show a "Grace" status. Vonage will attempt to collect payment during the following 53 days before your account is placed into Suspend. During this Grace period, you will not be able to make International calls. At any time during the suspension you can login and reprocess your payment to reactivate service

Once your account has passed the 53-day grace period, it will be placed in Suspend status. An account may be suspended for up to 32 days. During this time, your service is temporarily deactivated. While you can still access your Online Account, check or receive voicemail messages, you will not be able to place or receive phone calls. You will still however be able to dial Customer Care and 911 Dialing. Once your account is paid and your service is restored there is a reactivation charge of $9.99 plus applicable taxes.

If payment is not made during grace or suspend, your account will be disconnected. Disconnected accounts cannot be reactivated. Once your account is disconnected, you will need to re-subscribe as a new customer.

Quoted directly from vonage.com under customer service>>Billing&Payments>Reprocessing a payment

Posts: 56 · Full Forum Member Joined: Oct 25, 2006 Posts: 56

Ok thanks you so much for this information it was really helpfull. i send you a kiss and big hug. and a big thank you

P.S

so let me get this straight, i have 53 days, to make a payment. and while im in grace mode, i can still make phone calls, but not international.. correct..?

thank you just want to verify. so that means that if i don't pay for 2 weeks im ok.. i can just pay when i get back home. and when my bank fixes their issues...?

Slyster wrote:

"In the event your payment fails for any reason, your account will still be active but show a "Grace" status. Vonage will attempt to collect payment during the following 53 days before your account is placed into Suspend. During this Grace period, you will not be able to make International calls. At any time during the suspension you can login and reprocess your payment to reactivate service

Once your account has passed the 53-day grace period, it will be placed in Suspend status. An account may be suspended for up to 32 days. During this time, your service is temporarily deactivated. While you can still access your Online Account, check or receive voicemail messages, you will not be able to place or receive phone calls. You will still however be able to dial Customer Care and 911 Dialing. Once your account is paid and your service is restored there is a reactivation charge of $9.99 plus applicable taxes.

If payment is not made during grace or suspend, your account will be disconnected. Disconnected accounts cannot be reactivated. Once your account is disconnected, you will need to re-subscribe as a new customer.

Quoted directly from vonage.com under customer service>>Billing&Payments>Reprocessing a payment

Posts: 81 · Vonage Forum Senior Joined: Sep 26, 2008 Posts: 81

Also point of note: while the acct is in grace you will not be able to incur any additional charges...no international calling,411 service, and if I am not mistaken your features tab in your online acct will be disabled or limited. Also, your very welcome and glad to help.

Posts: 831 · Vonage Forum Evangelist Joined: Jun 08, 2007 Posts: 831

I am surprised that your bank sent you an email about a subject like this, make sure it is not a phishing scheme!

Posts: 1179 · Member of the Week Joined: Feb 28, 2005 Posts: 1179

I concur with ed56 that it sounds like a phishing scam to me and should not be trusted.

banks will release information nowadays via their own internal email system.

Posts: 75 · Vonage Forum Senior Joined: Jun 01, 2006 Posts: 75

I agree. No reputable bank would notify you of a problem via email.

Did this email ask you to call a number or visit a website to verify your account information? If so, then it's absolutely a phishing scam.

Posts: 1326 · Vonage Forum **MVM** Joined: Nov 08, 2006 Posts: 1326

This HAS to be a scam! I just hope you never replied to this email giving them any information otherwise if you did call your credit card company immediately otherwise you won't have any money left on the card to pay for your hotel.

You can buy phone cards in most countries to call back to North America very cheap, also try an internet cafe instead of the hotel for the internet.