Vonage....

I was frustrated, so I wrote this.... and yes I mailed it.



ATTN: Customer Care
23 Main Street
Holmdel NJ, 07733

Dear Sir or Madam.

RE account #: ########

Recently I have run into a problem with you account administrators, customer care, and fraud prevention departments. I do not wish to be a trouble, but believe that my frustration and unhappiness was completely preventable, unnecessary, and avoidable in the future.

What has an apparently happened is that the above account number was forwarded to you fraud department. Apparently in May of 2009 the credit card number and billing name and address was changed. The name it was changed to was, is, a person I have never met, and have never heard of. Naturally, this person is upset that your company charged her card without permission, and has opened a dispute with her credit card company. I think anyone in her position would have done the same thing.

My problem is in the way I was treated by your company. I would like to point out that myself, and with my company have opened almost 20 accounts with your company. At least 10 of these are on the credit card number I provided, and never changed. I pay for the annual plans, and for the most part am very satisfied with your company. I even use you for home service, have signed up 3 family members, and recommended you to literally hundreds of people. My primary business is property management, and we recommend your company to our residents all the time.

I am will no longer rely on your company to use as a recommended provider, as I do not give this on away for just anyone.

The reason is, I have now been called a fraud, accused of shady business, and told I was a liar. This in my opinion is unacceptable under all conditions. Why would I, using my own office telephone number, willingly sign up and charge a complete strangers credit card. My name, mailing address, email address, and a phone number where I can be reached are all associated with this account. Why would a person do this I ask? I guess it happens, but that was not my intention.

I was notified that there was a problem on Friday, May 29th. I called your customer care numerous times, and tried to straighten it up. I over the course of 2 days spoke with at least 6 people who accused me of fraud. I was told they could not fix it, and told to call your fraud department and leave a message for them.

Monday morning I was called by a gentleman named Ron. His direct line was 732-444-####. This was the only person in your company as of now that has been respectful and polite the whole time. I told him I do not understand how this happened, but wanted to fix it. I also told him that your company should reimburse the person that was charged. I also at this time offered to pay any amount due. He said that they would do that through her credit card company, thanked me for calling and was glad to resolve the issue so fast.

About an hour later a man named Freddie, direct line 732-365-####, called and spoke with the person that worked at the number in question. He accused that person of credit card fraud, and said he would shut the account off if I did not call back. Since I was already dealing with Ron, I called him. This was when I was told that Freddie was a supervisor and he transferred me to him.

I was frustrated at for the fifth time being told I was doing credit card fraud. I asked to speak with upper management, as I would like to voice a complaint. I was told there was no one to call, and after pressing the issue told to call a number that eventually lead me to customer care. I asked very specifically who to ask for, and was told “Upper Management”

After getting a run around at that department I was again told that there was only one complaint department, and that was cancellation. I questioned Iris, the lady in this department, why when I asked for someone to talk about my complaint to I was told I could cancel. That did not make since at all to me. She then, after telling me this was a paperless company, provided me with a mailing address. She doesn’t even know if anyone will read this. This is a ridiculous display of customer service, and I consider myself an above average, top customer for a company like yours. Is this a call for me to do business with a local company? They are after all offering a competitive price at Comcast. Tell me why I should sign up another phone number with you, and not them?

Best wishes,


Benjamin A. Crane, ARM®
Coho Real Estate, LLC
4223 12th Ave NE
Seattle WA, 98105
Phone: 425-367-4953
Fax: 425-609-2477
benjaminc@cohorealestate.com