Vonage

D of West Windsor, NJ September 1, 2009

I went to Walmart and bought the Vonage adapter. The box said that I would get refunded the cost of the adapter. I called over the phone to ask Sales folks a question before I signed up online . The sales girl talked me into signing up over the phone and she promised me that I would get the cost of my adapter refunded through customer service. She insisted several times that customer service would refund me my money whether I signed up over the phone or online. When I went to customer service they said that the only way I was going to be able to get the refund for the adapter if I had signed up online. They refused to refund as the box was already activated by the sales rep over the phone. They would then not cancel right away and wanted me to call back another number next day. What a nightmare.

Rhonda of West Bloomfield, MI August 31, 2009

I have had vonage for 11 months and now need to cancel. They want to charge 39.99 cancellation fee which I was not told about. I would pay that since it is clearly visible on their home page, except that they also want me to pay for the unit. I was never ever told about that and it is hidden in their terms of service. They want me to call back next month in order to cancel and not have to pay for the unit.

They are a very sneaky company and with all the competition, I am sure that they will be soon out of business. I wouldn't even mind calling back, except that I was on the phone a good 20 minutes declining all of their offers. i spoke to the supervisor G. Rosendale 23829. who was extremely rude.

Christine of Salt Lake City, UT August 28, 2009

I just cancelled vonage after a year and a half with them. I do not use my home phone and did not need it any longer. They cancelled the service and went on to explain that they would need to charge a 39.99 termination fee because I was cancelling less than 2 years. I pointed out that their terms of service of their website states that termination fees would only be charged for accounts cancelled before one year of service. They said that was only for accounts after May 2009 (although it says nothing about that in the terms of service). Ridiculous!

Towfeeq of Dearborn, MI August 27, 2009

On July 22 2009 I called Vonage so I can get home phone service. I couldn't get a dial tone so I emailed Vonage (I didn't have a phone to call them) on July 27 2009. I got in touch with my landlord to make sure there wasn't a line problem from the house and it was confirmed that everything was fine. Again on August 4 2009 I emailed Vonage and still did not get a response on what i should do. On August 27 2009 I email Vonage and what do you know. Within 6hrs i get a response. Oh I get it, I am no longer within the grace period.

I spoke with Mathew (employee number 27355) and he told me that he is the supervisor in the Account Management Department. He claims that he didn't get the emails i sent Vonage within the grace period. I told him that's fine (knowing that the emails are in front of me and that i can forward it to Vonage). Mathew insists that if the emails are not in front of him at that time that forwarding an email that i sent could not change anything. I did not know that i would have to already have an internet service provider prior to receiving service from Vonage. If a rep from Vonage would have just responded at the appropriate time, then i would've sent the equipment back within the grace period. I encourage anyone that is thinking about getting service from Vonage to think twice. Vonage does not value their customers and their employees are just a mirror of upper management. I have not incurred or registered a minute of service and Vonage believes their entitled to over a hundred dollars. Vonage is illegaly practicing business by the means of deceiving their customers and intentionally bypass the grace period so that customers can lose out on the money prior to services incurred. As well as a disconnection fee. They have no ethics and I believe that action should be taken by the Better Business Bureau, Consumer Affairs, or any agency that works for bringing justice so that Americans can trust doing business with Corporate giants.

john of pelham, AL August 25, 2009

I was told by phone when tVonage solicited me that that they would cancel my current phone service provider for me and the did not and I ended up with two bills. I was told I could cancel at any time. well, I was charged a disconnection fee. It was not disclosed to me and there was no way around it. The people that worked with Vonage even agreed that it was not right but was out of their hands. This company does terrible business!!

Constance of Vineland, NJ August 25, 2009

I signed up for vonage on 8/3/09 for 33.40. I received the machine approx 5-10 later. I cancelled the acct. an hour after i tried hooking up their device. I received info for return and they were to refund my money. they went into my account unauthorized and stole 42.79 for what i don't know,they were already paid and another bill wasn't due for 30 days. i was entitled to a full refund if i didn't like the product. they owe 76.19 + 35 in over draft fees so far. they had no right to go into my account.

Shawn of Manteca, CA August 22, 2009

Sept.2008 I signed up with Vonage. I was told by Vonage that Vonage is compatible with my ISP "Clearwire". I was told that I can still use my fax, and use my computer without interrupting phone use. Shortly into my service with them I started encountering problems. I called their tech support and was told to reboot (unplug the Vonage device for 3 seconds). This did not remedy the problem(s).

The problems I encountered were: having to unplug and replug the Vonage modem (reboot) almost daily, static,echo,blank spaces,dropped calls on almost every call. I never was able to use my fax. Weather, vehicles driving by, time of day all effected call clarity.It was extremely daunting to call customer service at Vonage as the wait times were up to an hour, and many of the reps have very broken English. So I just lived with it for a time, and little by little people stopped calling me.At one point I did get fed up and looked into getting my old phone carrier back but they could not 'port' my same phone number back, I'd have to get a different phone number. Recently I was able to make arrangements with At&t to port my same phone number and transfer service back to them.

Today 8-21-09 I called Vonage to disconnect my service. After a VERY long wait, I spoke with a rep for a surprisingly long time; the reason why it was taking so long is that he was pushing me to stay with Vonage. Not just suggesting, but getting very pushy. And then throwing in that there would be a substantial termination fee 79.99.I explained to him that I felt that the circumstances were out of my control and didn't feel it was fair to incur a termination fee. I asked to speak to a supervisor - more waiting. I repeated my situation and without hesitation she said if I cancelled today there would be a 110 charge. No if's and's or butt's about it. No sooner had I disconnected the call and boom, the funds were being withdrawn from my bank account (rather sneaky). I'd really like my 110 back.

MONIQUE of COMMERCE, CA August 21, 2009

In the simplest of terms, Vonage is a company that should be punished for what they are doing to consumers. They are in fact stealing money from hardworking consumers by promising to provide a product and failing at its successful initial implementation. I am the consumer that has experienced this first hand and have documented the following: 1. Initial set-up 3/10/08 39.94 2. First bill 4/9/08 - 28.99 3. Automated billing from May through July 09 - 86.58 4. Varied monthly billing Aug through Sept. 09 - 57.34 5. Last bill in 10/2008 - 29.02 6. Sub total: 241.87 7. Disconnection fee in 2008: 28.99 8. Postage for Penn Corporation 3/16/09, dispute: 10.56 Grand total: 281.42

In our attempt to make the system work and as we attempted to cancel their service with us, we experienced after 20-30 minute intervals where customer service made a practice of repeated hang-ups several times from a Vonage remote location overseas. They then continued to bill us for a product that was never successfully installed or operational from the beginning.

Five months after we cancelled our banks debit card allowing their automated debits to continue, they file a collection notice from Penn Credit Corporation and are now invested in pursuing a mark against our credit rating. THIS IS VERY WRONG AND THEY MUST BE MADE ACCCOUNTABLE; AT THE VERY LEAST EXPOSED, SO THAT OTHER HONEST CITIZENS AREN'T SUCKED INTO THIS BLACK HOLE!

Ron of Fitchburg, MA August 20, 2009

After the website said if your number is ported out your service will be terminated automatically. I was charged for another month then I was charged an additional 93.10 for the rebate revocation because I was not with them a year for the equipment that I wanted to return. And a 39.99 cancellation fee that I was not told about, supposedly they had no contracts!

The customer service people hung up on me once and made notes that I was angry and yelling at them and hung up on them. I was angry! They couldn't patch me to a department head cause they were in a "meeting" Yeah ok we have all heard that! So now it has gone unresolved they could have saved alot of trouble by at least meeting me with a refund of the one month that they charged me for while my number was with Comcast.

Alston of St Cloud, FL August 14, 2009

I am retired man who received on June 6th, 2009 an unsolicited phone call from a Vonage saleperson who talked me into accepting Vonage service. He said that I could cancel within 31 days for a full refund.

I called near the end of the 31 dsy to get instructions for returning the unopened box containing the unused router. The Vonage service person asked for a PIN that I could not recall, having never used the service. I was told that they could not providce a routing number for the return of the router without this number. I provided the Vonage assigned telephone number and my email address but she still refused to provide return instructions. In the interim Vonage started billing me for a service I was not using and had tried in vain to cancel. They frustrated my efforts to cancel the service.

I received several email from Vonage demanding payment of monthly service fees for a service I was not using. On Friday 14th of August, I finally got through to an accounts manager name Gail. I provided my name and Vonage telephone number to her and she was able to pull up my account. She siad she pull assist me in cancelling the service.

After a rather lengthy process, she said she was ready to hit the key to cancel my service but I would automatically be charged 117.69 for the router and for the cancellation fee. I said I did not need or had ever used the router and would return it. She said they did not want it back. Basically Vonage has ripped me off for 117.69 dollars for a router I do not need and have never used and to cancel a service I have never accessed. If this is not an illegal business pracitce, it ought to be! I have called the FCC to register a compliant against Vonage.

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