Bank Transfer Refund Process

Due to the defined regulation, bank transfer refunds are only possible once we have all the information mentioned in this document. 

Vonage is a US company, subject to strict and robust controls such as those required for compliance with Sarbanes Oxley 2002, and as a result, we need all customers requesting a refund of amounts previously paid by bank transfer to provide the necessary documentation to ensure we can remit payment back to them.

The following information would be needed to initiate a bank transfer refund:

• Company
  • Recipient Address 1 Address 2 Town/City Contact Phone
  • Description
  • Explanation of Purchase / Business Justification
    
    
• Bank Details on a Company Letterhead/ proof of banking details showing:
  • Account Number
  • Sort code
  • Swift Code (For all US-based customers)
  • Full Beneficiary Name

We need the proof of payment (when the bank transfer was made to Vonage) for which the refund needs to be initiated.

A bank letter from the customer with the exact banking details as the account they paid Vonage from - we need to see their name, the IBAN/Bank account, and SWIFT/Sort Code - this needs to be an official signed document; Vonage cannot accept screenshots from other documents.

Once all the documentation is received, it may take 2-3 weeks to settle into the customer's account.