Vonage / Misrepresentation
I signed up with Vonage when looking for a new phone carrier. I tried doing it online but the website wouldn't allow me to complete the transaction because I did not want to submit a credit card or debit card. I then called Vonage to complete my order. The gentleman who answered the call had a very thick accent (he sounded like he was from India). I explained what I had already done and the customer service rep told me that they just needed a credit card or debit card to complete the transaction. I explained to the customer service rep that I never supplied that information due to a different company charging both the credit card and debit card simultaneously for the same bill and that I wanted to pay by cash or money order. The customer service rep seemed to have a hard time wrapping his brain around that one and after I had explained multiple times that I did not want my credit card or debit card charged for my bill the customer service rep finally said they needed the credit card or debit card to "secure" the line and that I could mail in payments and Vonage wouldn't charge my card. I was not happy but with the offer that I received, I figured that I could just supply the card and pay with a money order. I kept asking the customer service rep to confirm the fact that my card would not be charged and at one point was ending the call because I didn't want my card charged. He assured me REPEATEDLY that I could pay by money order. The order was finalized and supposedly the equipment was sent to me. The next day I got a call from my credit card company saying that my card had been charged repeatedly from Vonage and did I authorize the charges. I called Vonage again and this time spoke with a woman who clearly spoke English. I explained what had transpired the previous day, what the agreement was and why was my card repeatedly being charged? She told me under NO CIRCUMSTANCES would I EVER be able to pay by money order or check, that Vonage only had paperless payment and that only debit or credit cards were accepted as payment. I was livid. I told her the extent of my conversation the previous day with the other customer service rep and how he had assured me REPEATEDLY that I could pay with a money order. She told me she could see on my screen that I was on the phone with the other customer service rep for an unusually long period of time and wondered why as there were no notes detailing the conversation, which was unusual. I told her how disgusted I was, the fact that I had tried to end the order before it had been submitted due to the fact that I didn't want my card charged for my monthly bill. I stated clearly that the company and it's employees out-and-out lied to me. There was no other excuse for what the other customer service rep had done. She apologized repeatedly and said that doing business like that wasn't company policy and that the customer service reps get bonuses for signing up new customers. I told her I wanted to cancel my order. As apologetic as she was, there was an $89 cancellation fee. By then I was so disgusted I told her to just do it. She did refund the installation fee of $39 but the cancellation fee was still applicable. Never do business with this company, they are liars and obviously the way they make their money is by lying to prospective customers and hoping the customer doesn't figure it out before the equipment gets there because then there is an even larger disconnect fee. These people are scam artist and liars and that's all there is to it.
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