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Reply to:	Vonage 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
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