E-mailing Customer Care Woes

Posts: 492 · Posted: Tue Jan 25, 2005 8:21 pm Post subject: E-mailing Customer Care Woes

Ok! What gives with the Customer Care E-mail facility on the Vonage Web site? Mad

I have sent several questions to Billing as well as a few others. I get the mandatory automated message saying that they will get back to me, they never do. Now, we cannot even call in due to switching problems. I'm getting a little frustrated with Vonage Customer Care.

Posts: 448 · Posted: Tue Jan 25, 2005 10:18 pm Post subject:

I wish there was better news, but expect to wait at least 2 weeks+ for an answer. Early this month I submitted two questions-- one about billing, and the other about a mistake in crediting my account for a referral. It took 17 days for the one, and 18 days for the other, to get answers.

Inexcusable. TOTALLY inexcusable.

Posts: 492 · Posted: Wed Jan 26, 2005 2:53 pm Post subject: Emailing Customer Care Woes

I am a bit perturbed with billing at the moment. They charged my credit card for a sum without asking me, informing me that it needed to be done and why? It was a small sum, but that is not the point. Can I trust billing with my credit card info? Was it an error?

If I cannot trust Vonage with sensitive financial data, I will be forced to cancel my affiliation with them and FedEx their equipment back to them.

Inexcusable is an insufficient word. I can't type what I really feel about this. Evil or Very Mad

Posts: 11 · Vonage Forum Associate Joined: Jan 05, 2005 Posts: 11

I feel your pain. I sent back my equipment a week ago, and have been trying to find out when they will credit my card back, but my emails go unanswered, and i get a busy signal when trying to call. I am glad I decided to cancel my service...nothing is more frustrating.

Posts: 448 · Posted: Wed Jan 26, 2005 10:27 pm Post subject: Re: Emailing Customer Care Woes

mbhn5204 wrote:

I am a bit perturbed with billing at the moment. They charged my credit card for a sum without asking me

My biggest gripe with billing is they'll credit your Vonage account, but won't credit back your credit card. They did an add-on to my account and agreed to waive the setup fee under the circumstances. It was processed by billing the full amount of the transaction against my credit card, then crediting my Vonage account $9.99.

In other words, they get all their money up-front, and I as the customer have to wait 30 days to get "benefit" of the $9.99 "credit" once the calendar catches up with the money they've grabbed and not returned.

BTW, when I emailed Billing Support using the website contact form, asking them to put the money BACK on my credit card. It took 17 days to get a reply saying they'd "credit my account". ****??? My credit card was never credited back, and the billing detail page shows nothing was done-- so their response was nothing more than a lie to shut me up.

Suuuuure, we'll take care of that for you. (NOT!) I'm really loving the price of Vonage and have referred several friends and family, but I'm becoming so angry over the shoddy "couldn't care less" support attitude that part of me wishes I'd gone with AT&T instead.... although AT&T probably has its fair share of problems, too.