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Sammy00 Posted:
Has anyone setup a
W52p phone for
vonage? I have
a W52p with two
wireless handsets,
...

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Hard Wiring - Installation
Topic:
W52p Setup
On Aug 30, 2016 at 10:38:01

James44 Posted:
Hi, I am
looking for a good
Sip Trunking
provider in
Canada. they
should offer
...

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Topic:
A good sip trunking provider
On Jul 17, 2016 at 23:42:46

James44 Posted:
Which network
connection do you
use?
...

In The Forum:
Vonage
Topic:
Wireless Access Point plugged into switch
On Jul 13, 2016 at 22:55:00

jjatsk Posted:
We are renting a
few offices right
next door to our
main building. I
have a wireless
...

In The Forum:
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Topic:
Wireless Access Point plugged into switch
On Jul 09, 2016 at 12:00:54

Pman Posted:
Hello, While
Vonage has been a
great service over
the years, it is
time to part
...

In The Forum:
LNP – Local Number Portability
Topic:
Cannot port phone number to new carrier - repeated failures
On Jul 05, 2016 at 09:12:07

jbugz67 Posted:
We recently
purchased 5
Polycom VVX 300
phones from
Vonage, and have
regretted
...

In The Forum:
Vonage
Topic:
Nothing but problems with VVX300
On Apr 15, 2016 at 14:58:07

RichardPi Posted:
Hello, does
anybody recollect
how to get into
wifi password from
diggings router?
...

In The Forum:
Hard Wiring - Installation
Topic:
How to arrive at wifi password?
On Mar 31, 2016 at 02:39:07

RichardPi Posted:
Hello, does
anybody know how
to get into wifi
watchword from
home router?
...

In The Forum:
Hard Wiring - Installation
Topic:
How to be noised abroad wifi password?
On Mar 30, 2016 at 18:48:05

achow26 Posted:
BrettaMan, I am
having the same
problem. I do not
have the loopback
plug. I tried
...

In The Forum:
Hard Wiring - Installation
Topic:
Vonage issue with USTec UX-226
On Feb 16, 2016 at 14:13:37

alicesmith Posted:
I have used the
PBX phone system
in my new office.
I was very
confused about
phone
...

In The Forum:
Vonage
Topic:
IP PBX for small business
On Jan 29, 2016 at 01:49:14


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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Canada
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Matthew_83
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Joined: May 03, 2007
Posts: 14
Location: Ontario, Canada

PostPosted: Mon Dec 14, 2009 2:14 pm    Post subject: Billing Practices & Customer Service Reply with quote Back to top

I am very frustrated with the billing practices and customer service from Vonage.

I've been a Vonage user for over 4 years and I've never had a problem with the service itself - I love it, and I've always spoken highly of it - I've even referred a few people.

I am in Ontario Canada so I use Vonage Canada, but I've learned that is doesn't matter which "service" you use (USA, Canada, UK, etc) you always deal with the same customer service team. This is where my frustration began.

Times are tough. I've been having some problems with my credit card company. I called Vonage to inquire about making payments using an alternate method - cheque, PayPal, online banking, anything! They said that I could only pay with a credit card, or through electronic chequing (calling them with the info from a cheque and paying over the phone).

Great. I waited until pay day when I knew the funds would be there, and I called them with my banking information to make the payment I owed them. When trying to do it, they said that it wouldn't work because I'm in Canada and the service is only available to US customers. You think they could have told me that when I called them to find out about it originally. I mean, they had to VERIFY my details, wouldn't they see I'm a Canadian customer?

I had the money and was willing to pay! They are just not playing nice.

Okay. So my credit card company still wasn't an option. So I purchased a prepaid credit card and only put enough on it to pay my bill with Vonage. Then everyone would be happy - they would get paid by credit card, and my overdue balance would be gone. Voila!

So I transferred money to my prepaid card - this takes a few days. Today I got an email from the prepaid card company saying the load was complete and I could now make purchases or payments. Great. So I go to my Vonage account online and try to pay. It wouldn't work. I then called Vonage and tried to pay over the phone. It wouldn't work for them either. They said there were insufficient funds. I knew this was not true because I put more on the card than I had owed Vonage.

I called the prepaid credit card company to inquire what was going on. They said that Vonage was pre-authing the card for more than I owned them, and that is why it wasn't working. I had enough to pay Vonage, but Vonage was pre-authing for more than what was available on my card, and more than what I owed them anyway!

Grrrrr.

I called Vonage back to explain why it had declined and asked if there was any way to avoid he pre-auth and just pay exactly what I owed them. They said no. To make it worse, they said that my account will be suspended tomorrow (Tuesday) if I don't pay.

I HAVE BEEN TRYING TO PAY FOR ALMOST 2 MONTHS NOW! They just don't want my money - I keep offering to pay - they are not cooperating!

I advised them that I can make another payment on the card, so that I can try again (put enough on my card for the pre-auth to work), but it would still take another 2 or 3 days for the payment to clear on my card.

Vonage said that there would be a re-activation fee when I called to pay and have my account activated again. This really pissed me off because I've had the money for them for quite some time now, they are just making it really difficult to give it to them! I freaked out and insisted that if they were going to disconnect me, that they waive the fee because I have been TRYING to pay them for a while. After a while of debating, she agreed to it, and said she was noting it on my account for when I call back.

I hope that they actually follow through and waive the fee when I call back in a few days.

I have been a Vonage customer for over 4 years. I have been in good standing with them for the entire time, until now - and I have been more than willing to pay them the entire time!

So now we will be without phone service for a few days, and for what? This is so annoying.

This entire situation is just RIDICULOUS. I am so frustrated with them.
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