Complaint Rating:

Company information:
Vonage
United States
vonage.com

I called on January 23th 2009 to open a new account with Vonage. On January 26th I received their device then on January 30th I received a second device. I proceeded to call Vonage to inquire why I received 2 devices. I was informed that I had 2 accounts under my name. I asked if I could cancel both accounts as I did not feel comfortable using a their service as I did not want to be charged twice. When opening the account I was told that I had 30 days to cancel at no charge. After the 30 days I would be charged $39.99 for cancellation.

I never used their service or even hooked up the device they sent me. Also when opening the account I was told I would be charged $10.85, I was charged that and an additional $6.85 for unknown reasons. When I called they transferred me to the cancellation department. This person told me I would be charged 39.99 twice to cancel the accounts. I said no sir, first of all the second account was opened by you in error, and I have 30 days to cancel without being charged and asked if I could speak to a supervisor.

While I was on hold, I was disconnected, big surprise. I called back and spoke to Jackie, explained the situation to her, and she informed me that I had already been charged. I said I was not made aware of that and I did not give permission to have the money charged to my account. She said she understood but she was unable to do anything, I asked to speak to her supervisor, she placed me on hold and then transferred me to her supervisor May Urbno Employee ID number 55673. This person May was extremely rude and told me there was nothing she could do. I should have read the terms and conditions. I told her that I never used the service and that I never gave permission for the money to be taken from my account. I asked her to go back and listen to the recordings of my conversations with her staff. She proceeded to tell me that would take 3 days. She told me that there was 'nothing she could do.'

I then asked to speak to her supervisor, first she told me that she didn't have one. Then she said they are all in a meeting. Now I have been on hold for over an hour waiting to speak to her supervisor. I have now been on the phone with Vongage for over 3 hours, while waiting I have filed a complaint with the Better Business Bureau, which is where I have found out that Vonage has almost 3, 000 complaints against it in the last 36 months and is not accredited by the BBB. Over 2, 000 of these complaints are in regards to refunds.

Please do not use Vongage services or recommend this to anyone you know. It is not worth the few dollars you think you might be saving. It ends up costing more money. I should have known better, but during these rough economic times I was trying to save everywhere that I can. It was not worth it. I will get my money back. I just want to let anyone and everyone know that is thinking of switching to vonage, please do NOT. Stick with the phone company you are with, even if it costs a little more. I never used this service and am being charged to cancel it...twice.