Vonage

Sylvia of State College, PA October 6, 2009

The audio quality of my service was never good and continually deteriorating over a 3 year period.I decided to discontinue the service but when I called Vonage Customer Service the rep said that she was sending me a new modem matter-of-factly and that the audio would improve. She did not tell me that I would have to pay for it if it didnt work.

A short time after receiving the modem, I decided to cancel the service since it was no better, and the Rep told me at that time if I cancelled I would owe Vonage money for the modem. I asked for an address to return the modem and she said it couldnt be returned.

Vonage reported me to the credit bureau after 3 years as a customer because I wouldnt pay for the modem they sent me to improve the quality of my service. The amount is 108.57-84.79 for the modem and 23.78 for the month which I cancelled. The credit bureau calls me constantly and sends me collection notices. The report is adversely affecting my credit.

Clive of Evans City, PA October 6, 2009

Here is the email response from Vonage regarding the refund of my money since I paid for 12 months but canceled after 5 months. Vonage is sleazy. "This email is in response to your request for refund of the Annual Residential Premium Unlimited Plan. Your Annual Residential Premium Unlimited Plan renewed on April 3, 2009 and you cancelled your account September 10th due to changing to a bundled package with another carrier. Customers have 45 days from the renewal date to request refund of the renewal charges, therefore I cannot justify honoring your request."

I paid Vonage for 12 months of service but only used 5 months. After I cancelled, they refused to give me my money back as the email shows.

Dennis of Tomball, TX October 2, 2009

I spoke to the main 800 line today in which I cancelled my account today due to picking up a separate service now. I have been an extremely loyal customer since 2006 when Vonage 1st started advertising on television. Then to come and find out today that the terms note I will not get refunded for the month\'s of November 2009 to April 2010 directly conflicted with my very last call into Vonage about one month back in which the rep. noted I could cancel at any time.

This is simply unlawful to retain my monies for a service I now will not even be using. I do understand being charged for Oct 2009 possibly since we are now in that month but to charge me for the other months is not acceptable. I expect a quick resolution as [their] loyal customer of 3 plus years and want a prorated refund on my account asap.

I am now out several months for phone service I will not even be using at all. From today through April 2010 since I paid according to a yearly renewal letter which explained nothing of this term/condition.

yahudah of Brooklyn, NY October 1, 2009

contacted vonage is a phone service provider for the packets that they offer at 24.95 a month, I am on SSD and SSI with a fixed income. So the package was affordable to me so all I did was provide myself with Internet provider service to work. since I have the service is called cost me roughly over 35.00 US to maintain the service even though it was marketed at 24.95 a month,

from the time I got the service done now is not the 24.95 and must use a debit card in order to make the payments that is an additional 2.50 to reload the debit card so from January 2009 to October 2009. between Verizon hold me up without a gun and vonage costing almost the same as it was for cable triple play which would vary between 110.00 a month, of 135 a month and sometimes they would deal you for half a month with some double-talk for an explanation.

Jay of Webster, TX September 30, 2009

We have been a Vonage BUSINESS customer since April 2007. Until recent events we really have not had any MAJOR problems with Vonage. Below is a synopsis of what has transpired over the last couple of weeks between us and Patrik S in Vonage’s executive response team, and the reason we are dealing with Patrik S from their Executive Response Team.

On or about July 1, 2009, I contacted Vonage to Change one of our numbers for a new Magazine we were going to publish. I was given 43*-6*4-43**. I had that number printed on everything in the magazine, business cards, and made a 14,000 advertising agreement for the next 8 months with a radio station. Part of the agreement was we would get a full page ad in the radio stations once a year publication which goes out to 6700 CEO and Business owners in our area; it was to be printed in July. At first the number went to some guys voice mail, Vonage told me to give it 24 to 48 hours, I did.

It worked for a few days. We went out of town for a week and I called to check my messages much to my surprise I get "You have reached the rejection hotline...." OMG, you have got to be kidding me!! I called Vonage and was told I would have to reset the Vonage device, hello, I am out of town, can't very well do that. The said they would try and fix it. The CSR even heard and recorded the message. They did get it fixed a day later. By now our FIRST issue has been printed and distributed and the ad for the annual publication has gone to print. The phone was not ringing though.

I was working from home and went to check the voice mail and when I called the business number I get some girl voice mail with every other word being any other cuss words you can think of. I was horrified and thinking what are people thinking when they call us to get information on our magazine!! Once again I called Vonage and the CSR heard and recorded it again. This time I was told I would have to change my number. I didn't want to do that, all the printing we had done etc. They once again said they would fix it. They did for about 2 days. This last time when you called the number you would get Spanish music and someone speaking Spanish.

Finally got someone in upper management, Patrik S and he found out VONAGE NEVER HAD THE RIGHT TO GIVE US THAT NUMBER. IT HAD BEEN PORTED OUT BUT NOT REMOVED FORM VONAGE’S DATABASE!!!! We were told by Patrik S in the Executive Response Team we would be reimbursed for our expenses. After jumping through hoops to get him what he wanted and the run around we got we agreed on a small amount. Well it has been right at 30 days since we agreed to a settlement and we are still waiting on our money!!! The paperwork that we signed said we would have the money in 14 business days! Patrik S has done NOTHING but lie about everything!!!

On 9/15/09, we spoke to him and he assured us they would be sending the check out to us on 9/17/09, and we would be getting it Monday or Tuesday. Tuesday rolls around and no check. So we tried calling Patrik; left all kinds of messages, finally late in the afternoon he calls and tells us the Finance Department told him the check would be sent out on THURSDAY, 09/24/09, overnight and we would have it Friday 09/25/09.

On 09/24/09, we tried calling Patrik all day again and leaving message after message after message. He was suppose to be giving us the tracking number and the check number. Guess what we never heard from him, imagine that! On 9/25/09, after calling him all day again and leaving messages, he finally returns a call and gives me a tracking number and said “it might go out today but if today on Monday”. Well anybody can go and print an air bill and get a tracking number, we are not stupid! He did not even have the check from the finance department yet, so there again he lied!!

On Monday 09/28/09, I called him at 12:30 CST and left him a message. He called back around 1:30 and said the Finance Dept. told him the check would be ready today. (Monday) So again we waited and waited and waited. I called and left him several messages and finally called back at 4:31 CST which is 5:31 EST with the check number. He said he saw the check and took it to the shipping department himself. I have worked for big companies here in Houston and I know that at 5:30 most shipping departments are gone for the day and UPS and FedEx have usually picked up by 4:30 or 5:00. Patrik assured me I could go to UPS’s website around 8 pm or so and the tracking number would show a change in status, well at 10:00 CST the tracking had not changed status!! So again Patrik lied!!

So here it is 09/30/09, still waiting on the check. I have filed a complaint with the FCC, BBB, attorney general's office of New Jersey, contacted an attorney here in Texas and I will make this my mission in life to see this company pay for what they have done and all the frustration they have caused me.

Jay of bellevue, WA September 29, 2009

1) a lot my calls wouldnt go through would ring 1 time then stop if it did go though couldn't understand people on the other end. Worst of all when I called Vonage to find out what it would cost before i cancelled I was told by two people it would be 39.00

However later when I called to get an return address for my modem I was rudely told it would be 105.31 like this wasnt the first time it happened. I mentioned this was Vonage's mistake then and because of this and other problems with my phone service Vonage be held accountable They said no way cannot correct problem will disconnect your service today!

Isabel of Providence, RI September 29, 2009

I had Vonage for one year hoping to save money. The connections were poor and international cell phone connections quite difficult or impossible to establish. As a result, I switched to Cox in July 2009. Vonage took over two weeks to release my number and claims that my phone service with them is still open. In addition, they are billing me for services I did not use since July. They have no real mail address and are extremely hard to contact with any service issues.

Yahudah of Brooklyn , NY September 28, 2009

I selected vonage phone company for the economical price that offered a 24 per month as of yet,. That has not been the case every month I receive a bill over the cost of what you originally promote the service at a rate of 24 a month but every month my bill is over 35 now with wrong with this picture,?.

Cesar of Norcross, GA September 25, 2009

I have a phone service plan to call Mexico & Panama unlimetid but on the 31 of august. I call vonage just to look into thear so call worl plan for 24.95. when I check my acoount on september 11 I notice my plan was change without my consent or autorization. Mr Mike Spendley told me that they connot change my plan back on. I'm not very happy with this. they are in valation of my right. I hope you help me with this matter. I have change from my plan without my concent.

well to i have to go to a internet service were they sell international service to make my call but I have to get there with a taxi at cost of 3.00 per trip each time a must make a call. ps my plan was 39.99 plus tax the swict me to the so call worl plan with a cast of 24.95 per month. tell me why is plan car worl plan when it don't have panama colombia Ecuador Peru ect

Sam of birmingham, AL September 22, 2009

no Phone service provided, had service for 1 year and 3 months, could not call, talk or receive calls on the phone called customer service numerous times no one speaks english and always tried to sell me more stuff. could not cancel it online where I purchased it but had to stay on the phone for over 2 hours while I got shifted from one person to another.

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