Company information:
Vonage
Hamden, Connecticut
United States
Phone: 617-639-0264
This is regarding the extremely frustrating experience we had with Vonage today. To begin with, we took the connection on 18th Feb. My account was debited with $35. without any prior notice today. There was not even email communication regarding this. When spoken to the representative - Jeff, to quote his words, "we were supposed to send the mail, but we didn't." How will I dispute my bill, when I never even receive a notice about it. To quote your rule -"Billing Disputes. If you want to dispute any Vonage charges on your statement, you must notify us within 7 days after you receive your statement from your bank or credit card issuer. If you do not dispute the charges within 7 days, you waive any right to contest the charges. "
When you are not even giving me any notice to begin with, how will I come to know about the amount you are debiting from my account and how will I contest your charges. I spoke to Jeff for about 40 minutes and decided finally to cancel my account or talk to the manager. When asked about cancellation, he said my 30 day period had elapsed, when it didn't.
Per Vonage rule -.
"We offer a money back guarantee if you terminate your service within 30 days from your subscription date. The subscription date is the date you order service or the date we successfully process your payment, whichever is later. It is not the day you receive the equipment you ordered or the first day you use the service. " In this case, subscription date = 18 Feb '08 and payment was processed on 19 Feb '08, so per rule 19th Feb '08 should be used to consider the 30 day period, so as of 19th mar '08 which is today, it makes it 29 days.
When asked to transfer my call to Accounts Dept, he put me on hold indefinitely and finally the call got disconnected. I called VONAGE again and this time, it was Chris and he had little idea about my problem. I think you should remember that I am calling VONAGE and not Jeff or Chris. Your representative should know why I called. I shouldn't have to repeat my whole thing again, This is extremely annoying especially when the person doesn't even know what I am talking about.
Again, he promised to transfer the call to Accounts, which never happened and finally the call got disconnected.
Is this the level of customer satisfaction you maintain? This is pathetic. I would definitely post my opinion about this on the net and let others know about it. Anyway, That besides the point.
So Just want to say beware of VONAGE GIMMICKS. They have lot of fine print!
