Vonage "Ported" my Home Phone Number Without My Pe

Posts: 4 · New Forum Member Joined: Nov 18, 2009 Posts: 4

I was sent a Vonage phone I never ordered. I called Vonage on 11/12/2009 to report it. They determined the phone was ordered under fraudulent terms by someone else, using an entirely different person's credit card. Asked them to stop any further activity involving my name address and phone number, and told them to close this account that was opened under fraudulent terms. They told me I would have to wait 10 days for their fraud dept. to get back to me.
On 11/13/2009 my home phone number was taken ( ported ) by Vonage with out my consent, and my service provider ( Qwest ) also gave it to them without my consent. Have been fighting Vonage for 5 days, with multiple phone calls to multiple people, including supervisors, managers, etc to give my home phone number back to Qwest, as Qwest can't do anything until the number is given back by Vonage.

I did not order this service.
It was ordered with someone else’s credit card I do not know.
It was ordered with a fraudulent e-mail address.
How can Vonage just take my home phone number without first, confirming it with the owner of that phone number?
How can Qwest give my phone number I have had for 30 years to another company without first verifying it with the primary account holder?

These business practices should be illegal!

Posts: 352 · Posted: Wed Nov 18, 2009 12:30 am Post subject:

Whoever ordered the phone must have had some information that they gave Vonage during the order process that they determined to be proof of the request. There are specific things needed by Vonage and Qwest before a number port can proceed. Evidently Vonage and Qwest received what they needed for the port. It is not their fault but the fault of whoever did the fraud on you.
Contact Qwest and request the number be ported back to them. They should be able to do that easily unless Vonage refuses to release the number (which they shouldn't do since this has been confirmed a fraud).

Posts: 4 · New Forum Member Joined: Nov 18, 2009 Posts: 4

That is just one of the issues I am running into, Qwest cannot get the number "ported" back as Vonage will not release it because it is suspected fraud. Voange will not release it until it's 10 day period of fraud investigation, that is what I was told by numerous people at Vonage, including supervisors and managers. It took 7 different phone calls to Vonage until I finally got someone to give me the direct phone number to their fraud department, and all I got when I called there is an automated attendant, which I left all my information twice on two seperate recodings and have heard nothing back.
I could completly understand if I was the one commiting the fraud, but I have done nothing wrong here. I am an innocent party in this matter, and at minimum, if I was a customer of Vonage, I would mot expect to be treated in this manner.
I have never experienced such a callous disregard for customer service from any other business in my life (except other phone companies). I'm not interested in this companies internal process of investigation into fraud, that is not my problem, as I was never a customer of theirs to begin with. I just want someone at Vonage to do the "right thing" and fix this issue !!! NOW !!!

Posts: 11 · Vonage Forum Associate Joined: Aug 15, 2008 Posts: 11

I am sorry to hear about your issue. I understand the frustration, but you maybe directing it at the wrong person. Someone compromised your info and I would think there is more then just Vonage to worry about. Check your bank statements and go through everything very carefully.
When you called stating that it was fraud, Vonage immediately froze the fraudulent account. By this time Qwest already released the number to Vonage. In order to have a number ported, there has to be a letter of authorization signed (eLoa). The ONLY way to get it approved is to have a copy of the previous telephone companies bill. There is certain info that is needed to get a number ported. My first concern would be to cancel all credit cards and contact the Police. Next you need to ask Vonage how the person signed up. If someone called it in, have them pull the call. It is likely that you may recognize the voice. If it wasn't recorded there's nothing you can do. Even if it was recorded Vonage may not let you hear it since its an active investigation. Since there is liability, Vonage is going to do whatever it can to investigate. As you can imagine, fraud is a huge problem. There are a lot of identity thefts going on and unfortunately you are not the only one Vonage is dealing with. I understand this is a major inconvenience, but I would use your cell as much as possible during the investigation. Remember, the investigation is not only for Vonage but to protect you as well. As far as the port out, Vonage does not hold a number and prevent it from porting. If Qwest is telling you that, they are not being truthful. The number is there for the taking. I would also ask Qwest some questions about the port out. Have them start an investigation. Also, maybe they can supply you a temporary number while this is being investigated. Finally, if you see you are not getting anywhere with Supervisors or Managers at Vonage, as to be transferred to the Executive Response Team (ERT). This group generally deals with calls that make it to the Directors and above. Good Luck.

Posts: 4 · New Forum Member Joined: Nov 18, 2009 Posts: 4

Thank you ScottZ013, your input is much appreciated. FYI I did check all my credit reports etc promptly when this situation arose, and I have Lifelock to help protect against stuff like this and have had it for a number of years. All area's came up clean. I have contacted my local police and they took my info, but like Vonage, didn't seem to be too intersted in my situation.

I will take your advice and try the Executive Response Team (ERT) and see if I can get anywhere with this. Thanks again !!!

Posts: 350 · Vonage Forum Evangelist Joined: Dec 04, 2005 Posts: 350

Quest is the one to port your number back. If it was ported without your permission, its called a slam and Quest should have been able to get it back within 72 hours. It isn't a case of Vonage "giving" the number back to Quest; Quest is the one that takes all the action here.

Posts: 11 · Vonage Forum Associate Joined: Aug 15, 2008 Posts: 11

That would be true if Vonage slammed the number. In this persons case, it was a fraud issue.Her info was compromised and someone opened an account without her permission. That is the reason it is taking so long to port back to Qwest.

Posts: 7 · New Forum Member Joined: Jan 13, 2010 Posts: 7

I had a similiar issue, funny their fraud department didnt "classify" it as fraud. Also, my number was slammed by some random person. No clue, but i used the advise previously in this post. worked out good, ERT got the number back and was able to do some work around to make sure it didnt happen again.