Vonage

Glenn of Houston, TX July 24, 2008

Glenn of Houston TX (07/24/08)
Tried out the trial and the service would not work for me. Upon returning the unit they make you pay for with the 'free trial', I never was refunded my money. I know it was shipped and they say they never received. In my opinion the customer service was poor and they could have addressed the issue much better... I'll just have to eat the fee and wanted to pass on warning to anyone else doing a trial.... pay extra and get a tracking number!

Karen of Branford, FL July 23, 2008

Karen of Branford FL (07/23/08)
On July 20, 2008 I caled and ordered Vonage. The rep I talked to I believe was Abdul. He said I would get 2 months free and if anytime in 30 days I wanted to cancel for any reason, I could call them and I would get a complete refund. They immediately took the money from my bank acct. He asked me who I presently had my phone service with and I told him, Windstream.

The next morn. July 21, I called my phone company about cancelling my service so I would have only Vonage and they said that I couldn't get my internet service through them if I cancelled.That would mean having two services and would cost me more. I called Vonage immediately and told them my problem and the rep for Vonage said I should have been told that I couldn't get Vonage without keeping Windstream, Therefore he said it was their fault and would give me a refund. He said the account was pending so he couldn't do anything right now. He said to call back wednesday July 23, 2008 and they would refund the money back into my bank acct. Meanwhile he said he would cancel the shipping of the equipment and stop the acct.

I called back this morning at 9am. July 23,2008. I explained everything to several reps and managers as they kept transferring me back and forth. I gave them permission to speak to my son several times as they had me very upset and I'am elderly and ill. One rep hung up on me also and I had to call back. The last rep said the account has been locked and there is nothing she can do. I got nothing but a run around.

I'am out of pocket 63.26. Iam very upset and had trouble breathing a couple of times. I'am Asmatic and have COPD. I'am terrified that they will take more money out of my bank acct without my permission as I used my debit card.

Richard of Kansas City, MO July 23, 2008

Richard of Kansas City MO (07/23/08)
I purchased a V-Phone at a retail store (Wal-Mart). The device was intended for use by may daughter (in the Army) while she was in Iraq. I activated the Vphone with Vonage over the PHONE. I was NEVER INFORMED concerning a 2 YEAR service agreement or a 40 disconnection fee if you did not complete 2 years of service. The first device would not configure. After 5 days with support and tech support, they agreed to send a new VHONE, which took about a week. The SECOND device also did not work.

After several more days working with tech and customer service, they sent a 3rd VPhone. (another 1.5 weeks - total of about 3 weeks so far). the 3rd deives FINALLY configured correctly and I was able to test it. I sent it to my daughter at her base in North Carolina, and she took it with her to Iraq (Baghdad), and signed up for broadband service in ther quarters. The broadband service worked for everything except VONAGE. Her Web-Cam, Email, Internet access, all work fine. When she tried to place a call on the VPHONE, the device would dial (and also recieve) calls, but we could hear nothing through the device after the connection was answered. We have been connected since late April and logged fewer than 10 minutes of calls TOTAL.

VONAGE Obviously knows about this issue. They volunteered to downgrade my service to a 4.99 per month plan that would allow voice mails to get trhough on her computer (not what we expected when we purchased the phone, obviously). We are, so far, out 52.29 for the device, activation fee, and taxes (first month-April 18th, 2008), and baout 24.61 which they took from out Debit account on 7/28. They have credited my account several months to date while they tried to get this working, - to no avail.

So far, I have paid 76.90 for ZERO SERVICE. They are convinced the problem is NOT VONAGE's fault. Looks to me like they are WRONG, and have no concept of even attempting to make this right with a customer. If I pay an additional 4.99 per month plus taxes and fees, for the next 19 months it will cost me over 120 to pay for this NON-SERVICE.

Kamil of El Cajon, CA July 23, 2008

Kamil of El Cajon CA (07/23/08)
This people vonage charge 5 dollars twince on my credit card! and im not their custumer yet and never be. I went to their homepage I try to sign in to get their service my computer froze and i couldnt finish the transaction, I try again computer or their webside froze again I give up, I decide to wait until next day, but next day checking my bank statement online I saw those those chargers Good thing I didnt got their service.

Brian of San Antonio, TX July 22, 2008

Brian of San Antonio TX (07/22/08)
I was using a Vonage soft phone for almost a year when I had to get a new computer. The new computer uses Vista, and the soft phone never worked well again. Every time I have called to cancel the service they have tried another tactic to keep me paying them. This last one the customer service agent actually told me he couldn't access his computer right now and could I call back later. (I did call back a minute later and magically his computer worked!)

Even though there is a cancellation fee for getting rid of a product that no longer works I am happy to get rid of them as a company. After reading the complaints here I'll be keeping a close eye on my credit card statements!

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