Not resolved
1.0
Details
Customer service
Price Affordability
Product or Service Quality
1 comment

Please see below. I am getting harassments from Vonage for the last 6 months. They they have raised my rates to $49.99 without my authorizations. See at the end of the email. They will say if you don't like what they are doing, you can cancel their service.

Please visit their website. The link is below. It says, "Unlimited talk to more than 60 countries for one low price, with a plan that lets you make and receive calls on your home phone and two smartphones using our app."http://www.vonage.com/personal/phone-plans?

What do you call for this? Fraud!

------------------------------------------------Dear Customer,

I understand your concerns regarding a recent plan change and have provided some further details regarding our usage policies below.

In regards to the Vonage World Plan, there are no limitations on minutes. The amount of minutes used is one of, but not the only, indicators that we use to assess whether usage is outside of normal residential use. The Vonage World Plan is a residential calling plan, and we disclose before sign-up that the plan is subject to normal residential use.

Normal residential use guidelines are based on the usage levels and patterns of Vonage World customers. Our usage guidelines may be viewed in our Terms of Service (sections 5 and 10) at www.vonage.com/tos/#SERVICE and our Reasonable Use Policy at http://www.vonage.com/reasonable_use_policy. Specific details are communicated directly to customers whose usage falls outside these guidelines to help them adjust their usage to be consistent with normal residential use.

We only identify usage as irregular when a combination of characteristics is present. These characteristics include international minutes, international Call-Forwarding minutes, international call durations, or the amount of unique international phone numbers dialed. Customers are not contacted unless their calling patterns have surpassed that of 90% of our users.

For example, almost all of our Vonage World customers use less than 1,500 international minutes each month compared to your use of over 4,000. Additionally, Vonage World customers call fewer than 13 unique international telephone numbers each month compared to your 53 unique international telephone numbers. For customers using Vonage Extensionsb

", all usage is combined in the assessment of your account.

As stated in our Reasonable Use Policy, "We may assess abnormal usage based on comparisons to the usage patterns and levels of our other customers on the same plan(s). If we determine that you are engaging in abnormal or impermissible usage, we will use commercially reasonable efforts to inform you and may provide you with the opportunity to correct the improper usage. If we afford you the opportunity to correct your abnormal usage patterns and you fail to immediately conform to normal use, we may exercise our right to transfer your service to a more appropriate plan, charge applicable rates for that plan implement other limitations or suspend or terminate your service with or without notice."

You were sent 5 prior email and 5 prior voicemail notifications informing you about the usage issue on your account. These notification were sent on 7/8, 10/5, 10/7, 10/28 and 11/2. As we did not see a change in your calling patterns, your plan was upgraded to the Power User plan on 11/9.

We must see your usage be within our normal use guidelines for two consecutive billing cycles before you may be considered to be switched back to the Vonage World plan. If these guidelines do not suit your needs, you may disconnect your service without penalty by contacting our account management department at 1-866-243-4357.

Sincerely,

Jaime Stark

Fraud & Usage Management Supervisor

Vonage | 23 Main Street | Holmdel, NJ 07733

This reviewer shared experience about poor customer service and wants this business to "stop false advertisement. vonage must stop harassing people like me". This person is overall dissatisfied with Vonage. The most disappointing about vonage phone service at Vonage was service and decieveness Reviewer wants customer support to reach our to him or her ASAP for further discussion of this matter.

Also, you can continue reading comments about Vonage.

Check out the best and the worst companies in Telecommunications category for more informed decision or compare Vonage to other companies on our site.

Do You Have Something To Say ?

Write a review

Comments

Terms of Service
Post Comment
Cancel
Anonymous
#1069699

I can't believe that someone would abuse a service to this extent! Does he know people in every country or just call people at random and for over 4,000 minutes a month?!!

I went to this site to get an idea of the company as we are thinking of joining but this is ridiculous. Get a life or get a job.

You May Also Like