Tuesday, June 06, 2006

Vonage's Stock Price Isn't the Only Thing That Has Problems

Mid February I attempted to cancel my Vonage service because my LNP request to Broadvoice was complete. I was convinced by the Vonage customer service representative to suspend my account instead of terminating it. She assured me that suspending it would not cost me any money. At the time it sounded like a great idea because of all of the problems that I was having with Broadvoice. So I agreed to put my account in suspension should I decide that Broadvoice’s service was just too intolerable. I promptly put my ATA into its box and stored it in the basement.

Three months go by before I start seeing charges to my credit card from Vonage. I log into their web portal and notice charges for calls made on their network. How could this be since my ATA was disconnected? I decided to call Vonage to figure it all out. After waiting 2 hours on the phone and 2 disconnected calls, I finally reached an account representative. The representative stated that the charges were valid because their computers said that I made the calls. I countered with my assertion that my ATA was packed away in the basement and my router logs showed no activity to their application servers. Since she would not escalate my case to the next level, I terminated the call.

I wonder how many other previous Vonage customers have had their credit cards charged for calls they did not place after terminating their service. The problem is probably due to the fact that I ported my number from them to another service provider. Occasionally they are receiving a CDR from the CLEC that still thinks my number is a Vonage number and bills my account. The amounts are small but add up to about $60 per year which is enough for me to want to see it stopped.

The other thing to watch out for is their account suspension service. After 90 days, Vonage began charging me $4.99 for basic service plus additional calls and taxes. The customer service representative did not notify me of that fact or I would have just cancelled the service.

If anyone else has experienced problems with Vonage’s billing, comment to this article. Maybe there is a common thread to this problem.

Tag: Vonage