Vonage

Jay of Durham NC (03/16/06)
I had high hopes for Vonage. Now nothing is left but frustration, discontent and a big bill. I ordered my plan and phone on Jan 26th. The 1st phone was lost in shipping. I called in and waited a long time to talk to some one. I finally got a live person (from India or who knows where) who was extremely hard to understand. I never understand why a company would out-source Customer Service with someone who can not communicate with the customer.

I received 2nd phone on the 26th (159.94 for phone and S&H). I hooked up the device to my network and I was able to call out but not received calls. (My number was supposed to be transfered). After a coupe of weeks nothing changed. I could call out but not receive calls. I called in (another severely long wait) and stated the problem. They assured me that it would be expedited. A couple more weeks go by, nothing changed. I called back, they said they were going to expedited again. I told the individual that I was already told that last time I called in.

They then researched further and found an 1800 number on line preventing the transfer. I have never had an 1800 number contacted my carrier and they knew nothing of the matter. At this point I am utterly frustrated. I call back to cancel service (March 7th). They lady I spoke with this time was here in the US. She was nice and courteous and tried to keep me as a customer. It was too late I had my fill of all the nonsense. I asked about sending the phone back. She told me it wouldn’t be a problem and gave me an address to send it to, Upon arrival they would credit my account.

I asked about a Return Authorization Number. She specifically told me that one was not needed because all the information could be pulled off of the device. I sent it back to the address I was given via Fed Ex ground. Followed the tracking number and see it was delivered on the 9th of March. Today (March 16th) I checked my account to and noticed that nothing has transpired. So I call back 3 times, go through 2 more broken English calls somewhere in India t be put on Hold for over 15 minute just to be cut OFF each. The 3rd call, I go through the elaborate Customer Service options to finally get someone in the New Jersey. I proceed to explain all of the above get transferred again with a 33 minute wait to find out they will not refund anything. On top of that, they charged a disconnection fee.

In about 2-1/2 months, I am out of over 250 and about 4 hours of my life waiting for a phone that didn’t work correctly. I have never dealt with a company this absurd. At every opportunity I will warn everyone and anyone about Vonage and how they have screwed me. So much for the Revolution!

Don of Circle Pines, MN March 16, 2006

Don of Circle Pines MN (03/16/06)
I am trying to transfer my existing number to Vonage from Qwest. I realize this would not be an easy situation. On Mar 14th Qwest shut off my phone service and closed my account, unfortunately Vonage did not pick up this information and did not get the number connected. When I called Vonage to find out what was going on they told me to call Qwest. Qwest said they transfered the number and closed the account and I would have to talk to Vonage.

So I called Vonage again and explained this to them at which point they told me they had not received the information from Qwest and that I should call Qwest and have them re-activate my phone. So I called Qwest, again, as far as they are conserned the account is closed and I have to talk to Vonage. Are you getting the picture here. So another call to Vonage, at this point I am not a pleasant customer anymore, after demanding to talk to a supervisor I was told that it would take 48 to 72 hours to get a notice of what was going on.

Gerald of Nashville, TN March 14, 2006

Gerald of Nashville TN (03/14/06)
I was a Vonage customer, based on the recomendation printed in PCWorld magazine. Nearly 3 months ago, I terminated service as it was redundant to my wireless service. I sent the required email, and followed with the required telephone call to request termination of the account. The next month I was billed again, even though the service was not used. On the telephone, I was informed that the termination was only in effect if I got a telephone call back from Vonage. I was told (again) that the situation would be taken care of, and yet I was billed for another month. The telephone calls after this second billing resulted in my being told that there was no record of any telephone calls made by me requesting termination.

This was resolved when a CSR stated that there was indeed a log entry of my termination request. I was transferred to another department where the promise was again made to credit the two months billed in error. Well, another month has passed, and another bill has been charged to my credit card; and no credits for the previous months have been issued.

Karen of Jacksonville, FL March 9, 2006

Karen of Jacksonville FL (03/09/06)
I signed up for Vonage phone service on the internet but for some reason my credit card couldn't be processed so the order was never final. Two days later a Vonage sales person called me to ask if I wanted phone service and I said yes but the order couldn't go through. He took the order over the phone and told me I would get a box in the mail to install the phone. Two days later I noticed I was charged for TWICE on my credit card online statement for Vonage service.

I called the company and it took me three days to speak to someone. Each time I called I was on hold for over 30 minutes and one time up to an hour and still didn't get anyone. Finally on Saturday after on hold over an hour I got someone who told me I had to call back on Monday for the department that handles credits. I called back that monday 3/6/06 and asked to cancel both orders they charged for. I was already frustrated that they messed up the order and that it took me that long to get someone.

Two days later I noticed two more charges to my account for 41.19 each. That was over 160.00 this company has charged me for phone service I never even recieved. I cancelled as soon as I realized they were unorganized and within their 14 day return policy but still I had to call again and do the hold and got disconnected and switched around to finally someone who said they charge a cancellation fee until they get their boxes back.

NO ONE TOLD ME THIS AT THE TIME OF CANCELATION. The customer rep said "mam" it's in the fine print. We always charge an early termination fee. But I didn't even start service to terminate it....I"m still in that 14 day window. I had bounce checks and return check fees with the charges coming out without permission. I did not authorize them taking more money but they did it automatically. IF they had said we are going to deduct this money I could have waited a couple more days to make sure I had the money in the bank. I can't afford to throw money away that's why I went to a cheaper phone company and they have cost me more than any phone company I've ever had. 

Jeri of Houston, TX March 9, 2006

Jeri of Houston TX (03/09/06)
I order Vonage telephone service on January 2, 2006 and received confirmation of my order on January 3, 2006 via email.  I was given a virtual number and told my number would be transferred in approximately 20 days. In February I was still unable to use my phone correctly and I've experienced everything from no dial tone, echoing in the phone and mostly NOT BEING ABLE TO RECEIVE ALL INCOMING CALLS. The Vonage technicians claimed they would fix the problem (which Vonage now clains they have no record of) however, I even received on February 23rd an email confirming my transfer on the 24th and a credit to my account for lack of service. That is one month after the original scheduling - AND WAY PAST THE 30-DAY MONEY BACK GUARANTEE.

Now, March 9th I do have phone service... with AT&T / SBC GLOBAL. This is not an all praise to them either... but at least I know I will have phone service everyday (with the exception of extreme weather).

Carlos of Bronx, NY March 7, 2006

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