Not receiving temporary password and vonage isnt helping!!!!

Posts: 1 · New Forum Member Joined: Mar 29, 2009 Posts: 1

Ok here's the situation over a month ago I got a new debit card, so i went to login on vonage.com to update my payment method. I couldn't login, so i click forgot password and it said a temporary password would be emailed to me. I waited 24 hours still no password so I tried it several times and still no email.. nothing in my spam, not email address are blocked from my email account. So by then I'm in a grace period because I couldn't update my info to pay. I called vonage spoke with a CSR explained the situation, she was so no help.. she said click on forgotten password and a new one would be emailed to me and that I could not pay my bill over the phone. I kept explaining to her that I am not getting a temporary password... she couldn't comprehend. So for the next few days I kept trying the forgot password thing. Still nothing. So I emailed them explaining in detail what the problem was and they tell me the same thing the CSR did on the phone and also reminded me my account was in a Grace period, eh DUH??!!! So I emailed them yet again typing in caps that I'm not receiving a temporary password via email from them and that if possible could they just change it to what I originally had it as and I gave them the password. They reply with the same thing telling me to click on forgot password and a temporary password would be emailed and that my account is in a grace period and gave me instructions on how to pay my bill and that they can't change my password.

I really feel like they're all idiots!!!! I'd honestly just cancel my service but I have 2 phone lines, 1 personal and 1 for my business so it's very important that I don't lose service. I have no issues getting any other emails from vonage and like I mentioned above I even got their replies via email to the same email account that I've always had and that is registered with vonage.com. I did everything correct so it's a problem on their end.

Any advice? I don't know what else to say to them, I mean there's no other way to explain my situation.

Posts: 323 · Vonage Forum Evangelist Joined: Jan 29, 2006 Posts: 323

Try this:

http://www.vonage.com/corporate/corp_contact.php

Not sure if it will work, but its worth a shot.

Posts: 4 · New Forum Member Joined: Jan 20, 2009 Posts: 4

credmond wrote:

Ok here's the situation over a month ago I got a new debit card, so i went to login on vonage.com to update my payment method. I couldn't login, so i click forgot password and it said a temporary password would be emailed to me. I waited 24 hours still no password so I tried it several times and still no email.. nothing in my spam, not email address are blocked from my email account. So by then I'm in a grace period because I couldn't update my info to pay. I called vonage spoke with a CSR explained the situation, she was so no help.. she said click on forgotten password and a new one would be emailed to me and that I could not pay my bill over the phone. I kept explaining to her that I am not getting a temporary password... she couldn't comprehend. So for the next few days I kept trying the forgot password thing. Still nothing. So I emailed them explaining in detail what the problem was and they tell me the same thing the CSR did on the phone and also reminded me my account was in a Grace period, eh DUH??!!! So I emailed them yet again typing in caps that I'm not receiving a temporary password via email from them and that if possible could they just change it to what I originally had it as and I gave them the password. They reply with the same thing telling me to click on forgot password and a temporary password would be emailed and that my account is in a grace period and gave me instructions on how to pay my bill and that they can't change my password.

I really feel like they're all idiots!!!! I'd honestly just cancel my service but I have 2 phone lines, 1 personal and 1 for my business so it's very important that I don't lose service. I have no issues getting any other emails from vonage and like I mentioned above I even got their replies via email to the same email account that I've always had and that is registered with vonage.com. I did everything correct so it's a problem on their end.

Any advice? I don't know what else to say to them, I mean there's no other way to explain my situation.

If it is not in your spam folder, try changing your email over the phone with a vonage rep and have them send you a tempoary password to the new email address. Some clients block these password resets past the spam level, not showing them at all, such as @aol.com. You can also change your debit card information over the phone. That way your account is no longer in grace. The emails are autoresponded to, and typing in all caps is considered screaming online. This is not the best way to get a situation dealt with. If you call into vonage and say "I need to change my debit card information" and let thenm change that and make a payment, then say "and I need to change my email to ... and please send me a tempoary password for my online account." "Then ask them to wait on the line while you try the password, your issues should all be resolved.
I would recommend using a gmail.com email address.