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On Nov 10, 2016 at 12:23:26

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In The Forum:
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Vonage recently i received a charge on my credit card for a router that i received. The



recently i received a charge on my credit card for a router that i received. The charge was not supposed to happen. I have returned the defective router to the address listed in the email along with the paper showing the ra number.

During the conversation with the assistant i was told that they were working on their day off and that they were short staffed and had nobody on duty to help me. A company of your size should not be telling customers that they cannot resolve their issue because of the lack of customer service associates on duty. This is unacceptable. After a lengthy conversation explaining my issue and that i would like the charge put on hold until the issue could be resolved I was told "that is not going to happen"
then I was hung up on by the assistant.

If this is the repins i get when trying to resolve a credit issue I am not sure how happy i will be to do business with Vonage from here on out.


In the future if the customer assistant is unable to resolve the issue over the phone they need to pass on the customer to an assistant who can help resolve the customer issue and not hang up.

I insist on some kind of resolution to the frustrating customer service issue i encountered on the phone(January 22, 2006). My feelings are that if you have a customer on the phone who is genuinely unhappy with the situation that there be some attempt to resolve the issue immediately in order to save the customer. This has been my training. If the reason i am receiving bad customer service is because of bad training then you need to train em up. Up to this point my service has not been without problems but they were reasonable considering what i was trying to do and the change i was making. I assure you i am not trying to make an unreasonable request. I only seek to be taken care of in a way the makes me feel like an important customer. A little courtesy goes a long way!!

Thank you for reading my complaint



Read The Full Thread:

Not happy about customer service


I just got off the phone with Vonage Customer Service. I'm not a happy camper. I
Try calling 732.528.2600 which is Vonage's office number. Press 2 and punch in
Thanks Phoenix. I will give that a try.
I left a polite message asking for his help. We'll see if there is a response. I do
I was told the same thingabout my equipment transfer. I have worked in CS and this
Thanks for your reply I agree with you for the most part. It is also my opinion
Well I got off the phone with Vonage recently, and they promised to call me back
or if they hang up on you because they say there is no supervisor available.
I just got off the phone with a customer service representative (a women). I am

jazzyj140 posted "recently i received a charge on my credit card for a router that i received. The" on 01/22/2006

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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

** Certain call types excluded.

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