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Vonage

Vonage

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Vonage reviews & complaints 121 - 145

Vonage complaints 145

Vonage - charging disconnect and &return of rebate& fees

I started Vonage telephone service in February 2010. Phone line with Vonage has static and skips out so when talking to anyone they report that they cannot understand what I am saying. (AT&T is the only other provider in my area for phone service and everyone knows how poor their customer service is.)
Called Vonage many times to see what could be done, but due to lack of bandwidth from my interned provider, Vonage is not compatible which was confirmed today by their Tier 4 tech. Called to switch service to AT&T, Vonage wants $79 charge for the "discount" they gave me to sign up, plus the disconnection charges for not completing my year's commitment, I think around $170 total. In order to keep the service with Vonage, Vonage offered to switch my ISP to a DSL service, with Frontier, which would be a downgrade from my current service and probably very slow as I am 7 miles from the freeway, and who knows how far from the station that sends the signal. I think Vonage should do something about the disconnect fees as their service does not work at my location.

Vonage - vonage unlimited calling plan

Beware Vonage unlimited is not an unlimited if the usage goes beyond 3000 minutes they are sending emails and customer support calls you to change to powerplan
Email below:

Account Number: *************

Dear ****************,

We appreciate your business and thank you for using Vonage for your phone service.

In order to provide the best value to all our customers, we track usage of Vonage residential calling plans. At the time of signup, you agreed to the Vonage Terms of Service (TOS), which includes usage guidelines for normal residential use. If you would like to review the usage guidelines, please see sections 5 and 10 of the TOS.

We have observed usage on your account, ***********, which is not consistent with normal residential use. Specifically, your account shows irregular patterns of use and/or international-minute usage that is more than twice that of our heaviest users.

At this time, you can remain on your current plan, but your usage will need to be changed to fall within normal residential use guidelines; this usage would generally not exceed 3, 000 international minutes per month. As another option, you can switch to a different calling plan, or you can disconnect your service without penalty.

For additional information about your options please respond to this email and one of our associates will be glad to assist you.


Regards,

Vonage Customer Service
101

VONAGE FAKE COMPANY..

its a fake company .. getting service is easy
but its difficult to get ride of VONAGE..

Vonage Charges $35 and gives 3000 Minutes.
If you want good Service please call us at [protected] Extension 407, we will give you best service and homely customer support.

Have you guys ever read your "unlimited" cell phone plans terms of service? Unlimited is never truly unlimited. Theres always a limit. if you are on the phone for 3000+ minutes a month you must have NOTHING better to do!

this is a sales strategy, every company offers unlimited plans ONLY to destinations of small rates per minute such as INDIA, CHINA, EUROPE(only land lines in this case), ect; they work out an estimate amount of minutes an average customer would talk for and release it to the market, now this works wonderfully for some because most of them never actually use the amount of minutes they are actually paying for, thats how the companies make money out of these plans, HOWEVER there's a smallthing companies missed out, you see india is a very populated country, I mean it's not like birth control is the most popular subject there, what I am saying is that these guys really ARE heavy callers because the have a lot of people to call to, they call gradma, grandpa, mom, dad, their 17 brothers and sisters, their sons and daughters, their wifes, friends etc. and the funny part is they believe everything they are told.
Bottom line: "unlimited plan" offered to the indian inmigrant market, not really lucrative.

If you want good Service please call us at [protected] Extension 407, we will give you best service and homely customer support.

Ditto!

Got fed up with Vonage and filed a formal complaint with FCC yesterday. I urge everyone here to do the same. If enough complaints are filed they will investigate the fraudulant practices by Vonage.

received same voicemail. customer service cannot explain the limite "unlimited" talk time! they refuse to argue and the only thing they say is you are free to cancel your service!

A

Even I received the similar email. After struggling couple of hours with customer rep, no one and no where they are able to explain that unlimited=3000. And the customer rep (account management) are really crappy. They don't want to listen in any way.
One of the technical person told that earlier they use to send such email if anybody would have crossed the limit of 5000 minutes. But due to congestion in their network, they changed the limit to 3000 minutes and came with new plan (Power user) of $50.
I am thinking to switch to other calling plan. Otherwise tomorrow they will say that unlimited=1500 minutes.
From last one year, Vonage is attracting Indian customer by providing advertise in the leading Indian news paper and Indian TV channels. And now Vonage is not keeping up with it's promise and sending an email that we are not in compliance with it's Terms of Service.

Bottom line -
TOTALLY UNPROFESSIONAL BEHAVIOR FROM VONAGE.

Vonage - total manipulative money grabbers

vonage is a very greedy company, not only are they holding my existing number hostage that i have had for 14 yrs, and continuing to take payments from my credit card the first of everymonth, Even though i have done a letter of agency form with my new voip carrier, and am saving over 50%, i am in this position because i prepaid vonage and did not know i should have gone on a monthly plan, but they new this when i wanted to port over and took there sweet ### time to port, waited untill the 25 th of june and forced me to pay for the month since they had my old credit card number, they are taking there sweet ### time and took another month from my account with the new credit card info they got from me thinking they would expedite this... they are fraudsters, and patent thieves, and have paid vorizon over 60 million good glad they got nailed.. dont go with vonage there are much better voip carriers out there they are liars and use the PHILLIPINES as they main custmer service headquarters... stay away keep away the stress, google voip carriers and be happy!!!

Vonage - I would not recommend this company to my worst enemy

There representative lied to me regarding there service. They claim to be paperless so that they can have access to your banking account. My phone bill was suppose to be 24.99 a month but with the taxes it was 10.00 to 14.00 more a month. Why would taxes change each month. When I changed service they would not release my phone number and charged me after telling me that I could cancel without any plenty. 79.00 for there equipment 39.99 cancellation fee and 35.00 for the next month phone service. I would not recommend this company to my worst ememy.

Vonage - they wont please their customer

I have had Vonage for eleven months and up until about two months ago all was ok. Then, for no reason I have begun to have issues whereas people whom I call advise that that my voice is all choppy. I replaced my phones, cable box and router, but still the problem continues. I have called Vonage numerous times and they run tests and tell me to continue to try the service. I have advised them over and over that all my equipment has been changed which leaves me to believe the only way to fix this is for Vonage to replace my Vonage box. No matter how many times I call and no matter how many times I email them, they continue to blow me off. They continue to try to place the blame on Comcast or my phone or my modem. I have done the tests and the Vonage Device (BOX) is causing issues with up loaded data. It's that simple. A replacement box may very well fix the problem, so why won't they just please a customer. The box is still under the one year warn.

My one year contract is up next month. If they don't change out this Vonage Device, I intend to dump Vonage. If they can't serive a good customer, I say screw them. I've had it with this company who talks a lot, but doesn't deliver.

Vonage - vonage unlimited international call is false

International calls are NOT unlimited from Vonage. I got an email from vonage and it says my calls are not in the same patterns. I called the voange and they told me, the number of minutes I could use depends 0n other vonage customers. I cannot go more then average customer usage minutes, otherwise they will charge the regular rate for international minutes.

Vonage advertisement for unlimited calls is lie and misleading.

I have subscribed to Vonage World Plan on July 2012. I was told, and then I received an email indicating that I will be charged $9.99 monthly service. Recently I found out from my billing that they are actually charging $25 per month. Now they are telling me that it was a 3 month promotional service. No one called or told me then, and I have not received any email or letter afterwards indicating that this was a 3 month promotional rate!

THEY ARE CLEARLY MISLEADING CONSUMER. **BEWARE OF THIS COMPANY***

Vonage = False, Misleading advertising. Your "$9.99" Promotional monthly rate automatically translates to $18.55/Month. After 6 Months, Your monthly rate of $27.99 translates to $50.52/Month

Vonage is doing false advertisement of unlimited calls... Got second Email ...Cheater Vonage!!!
DearXXXXXXXX,
Recently you were informed that your account, XXXXXXXXX, shows unusually heavy and/or irregular patterns of use. This usage is not in compliance with the Vonage Terms of Service that you agreed to when you signed up. You can still remain on your current plan, but you will need to change your usage to fall within normal residential use guidelines, which generally includes using less than 3, 000 international minutes per month.
If your usage is not adjusted to reflect normal residential use, we will automatically change your service plan to our Power User plan at a rate of $49.99 per month (plus taxes and fees).
The Power User plan includes free domestic calling and 3, 000 in-plan international minutes. Additional in-plan minutes used will be charged at the rate of $.03 per minute thereafter. The Power User plan includes all the other features and benefits of Vonage World, including Vonage Visual Voicemail®, SimulRing®, and our lowest per-minute rates for calls made outside of the 60 included countries.

If neither of these options meets your calling needs, you can disconnect your service without penalty. For additional information, please respond to this email and one of our associates will be glad to assist you.

Regards,

Vonage Customer Service

If you want good Service please call us at [protected] Extension 407, we will give you best service and homely customer support.

True. I am also a victim of Vonage false advertisement. What's funny is Vonage is probably telling all their customers that they are using too much of their unlimited plan and more than their average customers.
Vonage is lier!!!

File a complaint with FCC. I did. if enough people file formal complaints FCC might look into the illegal practices by company.

Even me I got Vonage notice about 3000 limit cap on international calls and deceving the customers. Please take care of such false companies.

Thats true. Not only they had a cap on International calling, they also have a cap on number of unique number you can call at and number of call forwards you can do. I don't know how does this remain Unlimited!
We certainly are victimized by Vonage advertisement.

That's very true

Vonage - fraud and deceptive business practices

Vonage got the best of me over the past 2 days. First off I called to request that they give me the pricing that they are giving new customers only to learn that "they are sorry but do not have such offers in place for existing customers" They go on to say how much they appreciate my business (1.5 years) as opposed to saying what is really the truth of "we really enjoy screwing good customers while we give away the farm to attract new ones"

So after pondering this for a day I decided what the heck, I really dont need a landline anyway as this was just old habit right! So I first tried to cancel service via the web (the same way that I ordered it) only to learn that you have to call and get the pleasure of speaking with some low level employee who's primary language is something other than English...Next, they cancel my service and then I get an "oh, by the way. your cancellation fee will be $39.95 plus tax..." and WAIT!! THERES MORE!!! "we are unable to process a partial months credit that you have pre-paid because thats the way the system works"

Ok, so now this is done and I have had 3 email exchanges with Vonage customer care in an attempt to make things right and they have all been to no avail. They are UNWILLING TO MAKE IT RIGHT AT THE RISK OF THIS HAPPENING!! THEY SIMPLY DO NOT CARE!!!

That said, it is now my personal mission to help 100 people learn about the perils of doing business with Vonage and to prevent Vonage from getting that business.

First of all, they are not doing anything different than any other major business trying to get business. Word of advice, read the terms of service buddy before signing up for service, you will see the 39.99 sorry

Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Vonage - misrepresentation and non-performance re: rebates

Just over a year ago on January 28, 2009, I switched my local telephone provider to Vonage, through the promotion of Saveology (telephone number [protected]). Saveology promised an incentive of a $300 voucher ($25/month) for gas or groceries. To obtain the rebate, I needed to visit http://saveology.com/rebates, and download, complete, and send a copy of their rebate form along with the receipt of the first month’s bill for the Vonage service. After completing these steps, I heard nothing from them until I called them on September 9, 2009. I spoke with Saveology operator 3117 and was told that my vouchers would be reissued to generate two $150 vouchers that would require online registration. Those vouchers never arrived, so on October 30, 2009, in another call, Kelly, operator ID 5197, confirmed that the order for my rebate vouchers was submitted on September 30 (for a January 28, 2009 order of Vonage service!) and said to wait two to three more weeks.

Today, on March 2, 2010 (13 months after signing up for Vonage), I received a $25 check from Saveology with a note explaining that the check related to a rebate for Dish Internet service. I never used or subscribed to Dish Network. Perhaps Saveology is just disorganized and unprofessional, but their behavior seems much more sinister to me. Vonage service, however, apart from the rebate, has been terrific.

Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Vonage - they don't tell you of the hidden charges

I recently decided to take advantage of the massive promotion Vonage has going. When I called to setup my account I was told that I have 30 days to try the service with 100% money back guarantee, additionally I was told that it would take between 4-10 days to port the number and I should receive the adapter in 2-3 days. Lastly I have 30 days to try the service and would get 100% money back if not happy.

I didn't get the adapter until the 5th day and it took them 18 days to port my number. After the number was ported to Vonage no one could call me and I couldn't call anyone even though there was dial-tone. I call Vonage technical support multiple times to get this resolved with zero success. Within 6 days of trying the service I decided to not keep Vonage and called them to cancel the service. The support rep told me that if I don't port the number to another carrier they would give my number away to someone else (I've had the number for 10 years); so I decided to call another carrier and switched my number.

The new carrier took 10 days to port my number and as soon as my number ported to the new carrier Vonage reamed me with at $125.84 charge for canceling the service and charged me for the adapter for which I had already paid when I activated my account.

I explained to them that it took them 18 days to port my number and zero success in solving my problems while I was with them and asked them about their money back guarantee. Their response was you ported the number past 30 days of the trial period.

How does it make sense when it took them 18 days to port the number and I switched within 6 days of them taking over my number. They still refuse to refund my money.

Anyone looking to get Vonage should ABSOLUTELY NOT DO IT. Their advertisements are false and a way to trap customers. They don't tell you of the hidden charges even if you disconnect within 30 days.

I don't know how such business practices are legal and why the attorney generals don't shut them down.

Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Vonage - vonage customer service being penalized and it was there error

This company does not keep you in the know they where suppose to mail me to say if my phone number had been changed so that I could use my old number, but as I had not contacted them for the 30 days, they charged me 23.99 for not getting in touch with them, they where suppose to mail me to say that this had been done but upon calling them was told that I should of kept in touch with them, (and I though that I was the customer) as it was they never transferred my number, but as the person taking my order had written down my email incorrectly they said that they could not contact me so this was my fault and they have their policies. I would not recommend this company. The day I originally called to set up with them everything was fine and very helpful, the second day I called back realising that I needed my original number so I was going to cancel my arrangements not realising at the time I could keep my old number that is when the analyst told me no problem you can have your old number and we will mail you to let you know this has happened. No email came, I do not have time to sit an my PC looking for such mail, and time flies.

Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Vonage - poor service

I decided to give Vonage a try because it is cheaper. I liked the online account management. It was easy to install. That's about it for liking it.

They advertised at 24.99 but it was almost ten dollars more per month after other charges. Ok, that seems to be the norm, so I disregarded it.

There were numerous small oddities in quality, but again, I disregarded it and thought it might be attributed to ther things, like maybe the integrity of my power supply, my computer, my cable modem, various wires, etc. There was a consistent echo, the time between dialing on my end and ringing on their end was occasionally really long, more times than I could count, my initial call would have to be dropped and redialed because it sounded choppy, like we were both talking through a fanblade. At times, it would go completely mute on my end, and either I would hear nothing from the person I called or they would hear nothing from me, for sometimes a half a minute at a time. There were clicks and pops consistently. And sometimes I would get a call on my cell from someone trying to call my home phone, and if I am on my home phone, didn't get a beep or any indication like call waiting like I normally would and should, or if I wasn't on the phone, it would ring once, or not ring at all. The only way I knew the call didn't make it, was because the caller tried my alternate cell phone number telling me they calledmy home phone and couldn't get through, yet I often didn't hear it ring even when it was right next to me. It makes me wonder how many calls have been lost that I didn't know about from people that didn't know my cell. Clicks, pops, sporadic muting, I shouldn't have had to deal with, but I did. But towards the end, it was all that plus repeated problems dialing out and receiving calls at all. I do not want unstable phone service.

Now, in regards to customer service, I have mixed reviews about this. They were hard to understand sometimes (India from the sound, which was fine except for the few of them that had an extremely thick accent), and didn't ever seem to understand what I wanted and continued talking over me for a script without hearing me. This was frustrating. However, if I had an error message that made the phone service inoperable, they walked me through it, frustrating commnication and all, successfully and politely. Problem is, the error messages became more and more frequent. The several times I had to call support, they fixed my problem, but the problem always came back almost immediately.

Right before cancellation, for two days I had continual and changing error messages. Not only would my phone not work, but my internet would not work either. I called Vonage first. They determined it was an internet connection problem. Ok. I called my internet provider and they walked me through but couldn't fix anything either. SO, my internet provider sent a service technician who came to my house, confirmed my internet was fine by using his laptop, but could not determine why my phone nor internet would actually work on my computer. Ok, I hooked up a seperate computer to my net modem after he left, and the net was fine just like he said. I then hooked up Vonage, and boom, their computer froze, the net stopped working, and ofcourse, the phone still didn't work. Aha, so the problem is with Vonage after all. I called Vonage a second time with intent to cancel, but decided to walk through fixing it one more time (maybe it was a fluke, stupid me thought), and he successfully got my net and my phone working. I was happy. Until I hung up, tried to use my phone a split second later, and saw another error message and had no dialtone. And the net was out again. Aggravated, I unhooked Vonage completely, rebooted my pc, and my net worked again. So, the problem was Vonage. It was Vonage all along.

I called Vonage to cancel and a thousand times I had to tell them I was to disconnect service instead of using technical support. They were determined I was going to go through technical support. I was firm and repeated over and over I wanted to disconnect. I was put on hold, transfered to another, went through the same thing, put on hold, transfered, and put through the same thing. I was informed I was going to have to pay 39.99 disconnect fee and 79.99 for the Vonage adapter. I was furious. I now owed my internet provider $25 for a service visit because the service visit was determined to have been rooted in a cause other than with their internet. And they were right. They came out to fix the net and nothing was wrong with the net. The problem was with Vonage. So I owe $25 extra to my internet service provider. Because of Vonage making me think, through their tech support, that I had a net problem. And considering my net didn't work, well, it made sense. Problem was, Vonage was what was screwing up my net. SO I said, "I do remember the disconnect agreement, BUT you can deduct the $25 I spent because of your tech support, and I certainly will not pay for faulty equipment that I am more than willing to ship back." She was determined I owed the bill, because she said I had used the service three months and also tech support resolved my problems. Yes, three months of overlooking minor problems and tech support temporarily fixing a problem only for it to come back almost immediately. They were tryign to say they had given me flawless service when they didn't. I have read from other users that they will charge your card for this disconnect/adapter fee almost immediately, so my advice is to not give them a chance. If they take your money, I guarantee you will never get it back, and customer service's "dispute resolution" is code for "Try to get your money back now" according to other users. To provide not even substandard service and think they are justified in charging for faulty equipment and fining you for disconnecting service because of them providing you with inadequate service is ridiculous. I can understand if Vonage was great service and you just decided to stop. But it's poor service, and disconnecting is a result of poor service. Not because I have nothing better to do with my time. The agreement was I get quality phone service. They didn't keep their end so that negates me of any responsibility on my end as far as I'm concerned.

My advice is don't get Vonage to begin with.

Have had Vonage for three months and have yet for it to work. Called several times and they will not cancel the account, they only try to fix it which takes more time than I have. Tired of paying for nothing.

Purchased a Vonage phone line for my fax machine in late June 2008. My fax machine did not interface with Vonage's line. After several calls to the company's customer service & tech support, decided to cancel. They changed me to a "fax line". It also didn't interface with my fax machine. When I canceled the service (10/2008) I found out that they would not accept the return of the modem, plus they charged me a 39.99 cancellation fee (I was unaware of both), plus they cut the line with three weeks remaining on my already paid monthly bill and refused to refund me the last three weeks on the paid invoice.

ALL I WANT TO DO IS CANCEL THE ORDER THAT I MADE ON SEPTEMBER 26. I DECIDED TO STAY WITH MY CURRENT PHONE PROVIDER.

Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Vonage - voange ported my home phone without my permission

I was sent a Vonage phone I never ordered from this address. I called Vonage on 11/12/2009 to report it. They determined the phone was ordered under fraudulent terms by someone else, using an...

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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Vonage - liers

Vonage are Liers, I wanted to transfer my number over to a homeline for a T.T.Y. system. Vonage said yes, That it would be no problem at all to transfer my Number. On that note, I waited for 3 weeks and complaint with 3 phone calls. After each complaint, they assured me that my number will be activated within three days. After being lied to several times, I called to cancel with total dissapointment in their service and honesty . I also told them not to charge me any fees at all because i will not pay or anything that i didnot recieve or i will take further actions. I have already spread the word and will keep on spreading as much as i can

Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Vonage - terrible business practices

I am appalled by the treatment of my mother, who is a senior citizen in Long Island, NY by the phone company, VONAGE. She signed up for service in December, promptly cancelled service and returned the equipment, but they keep billing her monthly for service she doesn't have.

Frustrated, she called me to ask for my help. I was sure I could straighten this out, but incredibly, and just like my mother said, they actually REFUSED to cancel the service when we called them. In addition, there was no record of her calling to cancel the service prior to this phone call. I was simply stunned. I asked again and again, "Are you saying that you will not cancel service and refund this woman's money for services she never used?" Not only did they refuse the refund, but they said they would charge her a cancellation fee and an equipment fee, for an additional 99 dollars.

I begged and pleaded with the rep, who claimed she "couldn't do anything to help", but incredibly kept pushing to have my mother sign up for a cheaper monthly service plan. No matter what I said, this rep continued to push the plan!

Exhausted, we hung up the phone and my 80 year old mom went to the bank to close her account, since it seems that is the only thing she can do to get them from charging her monthly fees.

I went to the consumer affairs website and apparently, lots of other customers nationwide have experienced this same scenario. There should be a news expose on the terribly business practices of this company! People should know before they make that call to start service.

SAME PROBLEM I TERMINATE MY SERVICE & THEY CHARGED ME ANOTHER MONTH & WOULDN'T LISTEN TO ANYTHING I SAID CAUSE THEY KEPT TRYING TO PUSH A CHEAPER PLAN ON ME THE REP I HAD SARAH IS HER NAME WAS NASTY, RUDE & DISRESPECTFUL ON ALL LEVELS AFTER E-MAILING THEM I HEARD NOTHING NOW I'M GOING PSC, BETTER BUSINESS BUREAU & CONSUMER AFFAIRS & STATE ATTORNEY GENERAL

Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Vonage - money

We could really use some help,

Below is a synopsis of what has transpired over the last couple of weeks between us and Patrik Sheth in Vonage’s executive response team, and the reason we are dealing with Patrik Sheth from their Executive Response Team.

We have been a Vonage BUSINESS customer since April 2007. Until recent events we really have not had any MAJOR problems with Vonage.

On or about July 1, 2009, I contacted Vonage to Change one of our numbers for a new Magazine we were going to publish. I was given [protected]. I had that number printed on everything in the magazine, business cards, and made a $14, 000 advertising agreement for the next 8 months with a radio station. Part of the agreement was we would get a full page ad in the radio stations once a year publication which goes out to 6700 CEO and Business owners in our area; it was to be printed in July. At first the number went to some guys voice mail, Vonage told me to give it 24 to 48 hours, I did. It worked for a few days. We went out of town for a week and I called to check my messages much to my surprise I get "You have reached the rejection hotline..." OMG, you have got to be kidding me!! I called Vonage and was told I would have to reset the Vonage device, hello, I am out of town, can't very well do that. The said they would try and fix it. The CSR even heard and recorded the message. They did get it fixed a day later. By now our FIRST issue has been printed and distributed and the ad for the annual publication has gone to print. The phone was not ringing though. I was working from home and went to check the voice mail and when I called the business number I get some girl voice mail with every other word being F**k, and s**t and any other cuss words you can think of. I was horrified and thinking OMG what are people thinking when they call us to get information on our magazine!! Once again I called Vonage and the CSR heard and recorded it again. This time I was told I would have to change my number. I didn't want to do that, all the printing we had done etc. They once again said they would fix it. They did for about 2 days. This last time when you called the number you would get Spanish music and someone speaking Spanish. Finally got someone in upper management, Patrik Sheth and he found out VONAGE NEVER HAD THE RIGHT TO GIVE US THAT NUMBER. IT HAD BEEN PORTED OUT BUT NOT REMOVED FORM VONAGE’S DATABASE!!! We were told by Patrik Sheth in the Executive Response Team we would be reimbursed for our expenses. After jumping through hoops to get him what he wanted and the run around we got we agreed on a small amount. Well it has been right at 30 days since we agreed to a settlement and we are still waiting on our money!!! The paperwork that we signed said we would have the money in 14 business days! Patrik Sheth has done NOTHING but lie about everything!!!

On 9/15/09, we spoke to him and he assured us they would be sending the check out to us on 9/17/09, and we would be getting it Monday or Tuesday. Tuesday rolls around and no check. So we tried calling Patrik; left all kinds of messages, finally late in the afternoon he calls and tells us the Finance Department told him the check would be sent out on THURSDAY, 09/24/09, overnight and we would have it Friday 09/25/09.

On 09/24/09, we tried calling Patrik all day again and leaving message after message after message. He was suppose to be giving us the tracking number and the check number. Guess what we never heard from him, imagine that!

On 9/25/09, after calling him all day again and leaving messages, he finally returns a call and gives me a tracking number and said “it might go out today but if today on Monday”. Well anybody can go and print an air bill and get a tracking number, we are not stupid! Here is the tracking number he gave us: 1Z4FY0450166495836. He did not even have the check from the finance department yet, so there again he lied!!

On Monday 09/28/09, I called him at 12:30 CST and left him a message. He called back around 1:30 and said the Finance Dept. told him the check would be ready today. (Monday) So again we waited and waited and waited. I called and left him several messages and finally called back at 4:31 CST which is 5:31 EST with the check number. He said he saw the check and took it to the shipping department himself. I have worked for big companies here in Houston and I know that at 5:30 most shipping departments are gone for the day and UPS and FedEx have usually picked up by 4:30 or 5:00. Patrik assured me I could go to UPS’s website around 8 pm or so and the tracking number would show a change in status, well at 10:00 CST the tracking had not changed status!! So again Patrik lied!!

So here it is 09/30/09, waiting on the check from Vonage. There are no words to describe how I feel right now.

I have filed complaints with the FCC, the BBB, the attorney general's office in New Jersery contacted an attorney here in Texas which is where I live. I will make this my mission in life to bring this comapany down or take them to court get what I have truly coming to me. The 3700.00 we agreed on is a far cry from what they have done to our business.

Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Vonage - bad, bad business

I attempted to transfer my phone service to Vonage in good faith, and followed all of the instructions provided by Vonage. And as a result I am now out $11.00 for nothing.

Very, very poor business practices indeed. Not only will I never become a customer of Vonage, the relatives and friends that I was intending to recommend your service to will never hear a whisper from me. And I intend to file complaints with all regulatory agencies available to me.

All this trouble for a simple refund of $11.00. In hindsight, once my service had been canceled, the customer service representative should have initiated a paid return label for the adapter. It's not like I have been using your service, and then decided to change plans. The fact is, I NEVER transferred my service, and could not do so without incurring additional costs. The whole reason I requested to change plans was to save money, which ultimately I could not.

Do you really think it reasonable to burden a prospective customer with unforseen charges when attempting to become one of your loyal customers? You may want to revisit your marketing plan. Seems very strange to me.

********************************************************************

From: [protected]@vonage.com <[protected]@vonage.com>

I understand that you wish to receive refund for the shipping charges for returning your Vonage phone adapter.

As per the Money Back Guarantee policy, customer is responsible for shipping the phone adapter. Once the phone adapter is returned to Vonage, Vonage will issue refund for the charges made on your account. However please note that we do not have an option to issue credit for the return shipping charges as our system will not allow to issue refund higher than the charges made on the account. I appreciate your patience and understanding regarding this issue.

To check our Money Back Guarantee policy, please visit the following web link:

http://www.vonage.com/features.php?feature=guarantee

If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you!

- On-Line Support Center at http://www.vonage.com/support.php
- Contact Us at http://www.vonage.com/help_contactus.php
- Or call Toll-Free at 1-VONAGE-HELP [protected])

If you call us for Technical Support, in order for our highly trained specialists to successfully assist you, it is highly recommended that you are near the Vonage phone adapter you are calling about and in the location you intend to use your Vonage service.

Thanks again for choosing Vonage, a better phone service for less!

Sincerely,

Mani
Vonage Customer Care

Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Vonage - ex employee

I recently worked for Vonage as a salesman, they are a huge scam and i would not trust a word they are saying! I signed up for my free account because i was an employee, well when i decided to cancel they told me one thing then another. Then they told me they lost my device and i would have a cancellation fee even though as an employee you are not supposed to have that. I know all the ins and the outs of Vonage so please email me and i would be happy to tell you how to get your money back and how to get out of this Giant scam. i am going to use my resources which are thousands and thousands of vonage customers and email them and tell them all about how vonage is a scam and they screwed me. i will be sending the email in five days if someone from Vonage doesnt email me with an idea on how to make this right!

Any updates on your Vonage fight?

Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Vonage - disconnection fee

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...

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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Vonage - took money from my account for early disconted after being a customer for over 13 months

After being a customer for 13 months, signing no contract them trying many times to have my service disconnected they send another withdrawal to my bank account for early ternimation. PLEASE be aware they are someone you DO NOT want to have access to your banking information, The only way I could stop them was to change my bank account. What a scam! I am not done complaining! Not sure who will listen, but PLEASE watch this company. I feel violated!

Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Vonage - scam vonage fees - do not believe them

Few items to consider before you sign up "without contract"

1. Your $24.99 plan is more like $36.99 - they (similar to the people they criticize such as ATT and Verizon) charge all the fees and taxes and forget to mention how much it is going to be. So if you are paying your phone company $40 bills for your phone service - this is exactly what you will be paying with Vonage.

2. "No Contract" means that is you cancel before the end of a full year - they will charge you $80 for the crappy device they sent you and $40 for canceling the account. After 1 year they will charge you "only" $40 to cancel.

3. Their outsourced customer service department is always a "pleasure" to deal with. Similar to what Dell was before they moved some of their reps to US. You feel like you are talking to a robot that keeps repeating the same sentence no matter what you ask them.

All in all - no different from any other telco - so the question is WHY GO THRU THE TROUBLE OF SWITCHING?

Let's recap - same price, same features, same crappy customer service, contract or I guess a virtual contract...hmmm...

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