Customer Service

Posted Wed July 30, 2008 3:51 pm, by n b. written to Vonage

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I have been trying to access a copy of my most recent bill from Vonage to no avail. Their billing website is conveniently down at the moment, which is no surprise to me. I called customer service to see if they could e-mail me / fax me a copy of my most recent statement only for them to tell me they have no access to my account information because they are a paperless company. I tried explaining to their rep that they have electronic records but they could not grasp the concept. I would highly encourage people to not use Vonage's service.

Hire competent customer service reps and teach them how to access customer records. Also, they may want to make sure they "upgrade" their website during down times rather than in the middle of the workday.

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Re: Customer Service by mikedthornton Posted Wed July 30, 2008 @ 5:20 PM Most companies will not fax you a copy of their screens as it is proprietary (even though it's your data). The best they can usually do is to re-order the bill to be sent to you. It's exceptionally rare that a CS agent on the phone can recreate your bill as you see it and send it to you. I'm pretty much envisioning the conversation you had with the agent. I'm pretty certain that you didn't give them a whole lot of reason to help you. You could just wait a few hours until the website comes back up. Is a few hours worth getting all worked up about? Reply