I signed up with vonage in August 2008. I called to cancel on March 17, 2009. They tried every thing in their power to get me to stay and I still declined. I was told that I would be charged an early disconnect fee of $39.00 and a rebate recovery fee of $70.00. I was shocked upon hearing this. When I questioned this, I was told that it was part of the terms of service. These terms of service were never discussed with me nor did I discuss a commitment contract.
I asked to speak with a supervisor and he relayed the same mess that the representative said. Once again, I was very upset. I was so upset that I hung up on the supervisor.
I tried writing various emails and each time, the representative proclaimed to understand. They kept evading the subject when I asked for the name, telephone number, address or email address of a higher authority.
I will never recommend that any one sign on with Vonage. They are untruthful and charge for unnecessary charges. Their customer service is the worst.
I believe they make their money by charging bogus disconnect fees and rebate recovery fees.
Today, 1 day short of my 1 year annual service, I called Vonage to cancel my account. I called today, rather then the annual date because I did not want to be charged an extra month's service fee. Speaking to the representative, I made it clear that I wanted to close my account on the condition that I would have no extra service fees or cancellation fees that were not apparent in my original contract (aka $39.99), and that I needed to know before the account was closed what the cancellation fees would be. I asked the representative 3 times distinctly, and she refused to give any answer. The rep persisted in trying to get me to buy new services, and I refused, saying no I want to cancel, tell me what the amount of the cancellation fee will be, or if there was one. She evaded this, and put me on hold. During the time I was put on hold, conveniently the call was dropped. I immediately received an email stating that I was being charged $98.46 to close the account. Now: 1. I did not approve the cancellation, because my canceling was dependent on the conditions and amount of the cancellation fee. I would have canceled the account tommorrow, if I knew I would receive an extra service charge. 2. According to the customer service reps who I called back to explain and rectify this hidden charge, I was being charged $50.00 for the router they issued because my service had not lasted exactly for a year. Now I was paid in full for service for the entire year, and my call was an inquiry, one day shy. I am aware there is a $39.99 fee for canceling the service, but to cancel my account without disclosing the extra $50.00 charge is utterly deceptive. I was charged over $40 when I opened my account, which covered the expense of the router. I called the customer rep service back twice, and was stymied, refused contact with a manager, and refused any transcript copies of the conversation I had with the representatives. Reading from scripts, they refused to be of any help. When you figure in the hidden expenses, Vonage is actually no cheaper then your average home phone line service as advertised. I would not recommend their service to anyone and while I know this is a nominal sum, I feel cheated non the less.
Used Vonage for almost 6 Years and cannot complain about their VOIP Service however having Cell Phones made...
I ordered Vonage, and never hooked it up. Called to see what I could do to get a refund. Was told I was out of the refund period by 8 days. After yelling and asking for supervisor, I was told to return the box, and I would get a full refund. I did that, and after numerous (8) calls and many hours on hold, I was told TWICE with two different confirmation numbers that I would receive a refund. This was over a period from 12/08 til today 3/6. I was told again this morning that their computer was down and would be called back when it came up to give me my refund status. I'm not holding my breath.
I hope no one does any business with this company. They are located in many locations throughout the world, and are very unorganized, and I'm sure are reading from the script that says "tell the customer what they want to hear, but never give them refunds"
I signed up with Vonage in able to work from home and dial accross the country for a lesser price...3 months later my company closed so I no longer needed the service as we only use cellular and have no need for a home phone. I was given the run-around and had 39.99 a month taken out of my account for 6 months!! They would put me on hold for HOURS and then tell me they were unable to cancel...transfer me...put my on hold...it was endless...AND I was told initially that the service would be 9.99/month as oppossed to the 39.99 a month they were charging. When I FINALLY cancelled the account I asked if there was ANYTHING else due $...and I was told that as long as I returned my router I had no more money due. I returned the router and thought I was done with Vonage until I received a COLLECTIONS LETTER (6 months later) in the amount of $109. I was told by the collections company that they received numerous complaints while attempting to collect on Vonage accounts. I explained that not only did I specifically ASK the Vonage rep if anything was owed...but I never receive anything from Vonage saying that I owed $109 and that the first I had heard of it was AFTER THEY FORWARDED ME TO COLLECTIONS!!! Eventually I simply paid the $109 that I DID NOT owe b/c I didn't want a negative item on my credit. How convenient for VONAGE to receive free money not owed to them from NUMEROUS individuals simply b/c they hold a negative credit item over their head if they don't pay money they don't owe!!! I've reported them and hope to hear more soon. TOTAL SCAM...TOTAL FRAUD...UNETHICAL COMPANY that will eventually be figured out and no longer exist.
I purchase Vonage back in 2007. I had issues on and off with the service such as the broadband and the echoing. We tried to cancel the service in September of 2008 and were given the runaround. They went to forwarding the calls the lady I spoke to today said that it costs 4.9 cents to forward the calls to the new number. They are considered to be outgoing calls just for your future reference. I was told I had a 2 year contract but when I called then a few minutes ago to set up service I was told there is no contract. Someone is lying somewhere. I did bring this up to the supervisor I spoke to. After reading the complaints on this site I was prepared for the excuses when I asked for one. I did pay the cancelation fee. It was the best $42.69 I spent. I will be keeping my eye on my account to see if they continue to bill me. I did let the supervisor know that I would be doing so since that is a practice they seem to perform, and if they did they would be seeing me in small claims court.
their promising 9;95 a month, for three month then turn to 25.00 and we can dis-connect if we don't care to use it
Right after I signed up over the internet, the next day, a friend told about jack phones where people can call world wide, free of charge. 50.00 one time
so I need to contact theses people at vonage, trouble is, it's almost impossibe to do this, they won't talk to stop anybodys account, they want to keep on using
Would you please close my account at 5th 3rd debit cards Master Card so these rip-offs don't get a penny
need any information about them- just put Vonage
rip-offs on your computer-it's in there. believe me.
Kenneth C. Johnson
810 Ohio St.
Michigan City, Indiana
For the account I ask you to close, it's number
Please close thio right away, so I don't have to go a couple blocks away, and close my checking account
Please let me know what you did, my e-mail
I was told I could save money on my phone bill. I didn't want a different phone number, they said I could try a temp number to see if I wanted service. I never initiated or did a set-up using any phone number because several current business people using their product were unable to get reliable use. I told them I didn't want, and they said I had to try it. It plugged into your internet service, and I would not be able to use at another location, unless they had internet. Because I required a reliable service to do a web front store, I sent it back. They kept charging me for somthing I never used, or set-up/initiated. My credit card would not cancel because I gave Vonage my info. I had to get a positive cancel from Vonage. They then charged another $95 plus all the months of billing my card, which I couldn't cancel.
This is a fraud. Other people I talked with had simular problems. A guy from BC/BS in Colorado tried to do a presentation on BC/BS insurance, and it kept freezing the screen. He then told me how he had to keep this system 1 more month, and he was very upset just talking about it. I also lost money trying to cancel, and I never used this product.
Please Advise if any help exist to go after this company. Can anyone be a silent shopper to expose their con?
After having Vonage for over 1 year I decided to cancel 01/13/2009, after being put on hold three times and given the run-around then an offer to stay with Vonage for 19.99 per month I refused and insisted they cancel the service. The rep was incredibly rude and told me I would have to pay 44.47 in cancel fees, I asked her if she is OK, she obviously was deluded. I was a Vonage customer for over 1 year so cancel fees did not apply, per the agreement when I signed up in 2007, after yelling at me to read my agreement; I continued to insist I had a 1yr no fee cancellation agreement.
They eventually canceled the service after over 20 minutes of insisting that they cancel,
I WOULD NEVER GO BACK TO VONAGE OR RECOMMEND VONAGE PHONE SERVICE to anyone and will tell everyone I meet looking for a phone service, my friends who signed up on my recommendation is also leaving, spread the word the VONAGE PHONE SERVICE is a big scam and will no honor their agreements. My bank will deal with idiots like Vonage and their fraudulent billing practices.
I phoned back to complain and nothing was done my account was immediately billed the cancel fees. Let them fight with my bank over this unauthorized billing.
I agreed to try Vonage phone service, with the understanding that if I cancelled within 30 days I wouuld receive a full refund. After serveral attemps to make the device work with Qwest DSL, I cancelled the service and sent the device back; this was 14 days after placing the order. They recived the device 8 days later, still within the 30 day trial. They charged an additional $40 for not recieiving the device. Luckily a sent the device with delivery confirmation and was able to prove when they received the device. They have now admitted to reciveing the device and state that the technicians must certify the device before a refund will be granted; Vonage does not know how long that will take.
As it stands after 21 since cancellation, they have not refunded the initial charge of $61.81 or the $39.99 for the device. I you try Vonage, be prepared for a fight to get a refund.
Switched my phone service from Vonage to Optimum mid October-Got the run around from Vonage about closing the account. Found that they were continuing to bill my AMEX account. Found out that they didn't close my account and were continuing to collect $31.95 from my AMEX!
I was finally able to speak to a "Manager" in account services who told me that they could not refund ANY monies to me because the account was still open although no services were being provided (except for keeping open a dead account) Was told that according to the terms of service agreement, they could continue to do so until the account was closed! Honestly, the service was OK and had no real complaints about that BUT their business practices are unscrupulous at best! Wish I knew this before I ever signed up with them. I'll be sure to tell anyone I know about this. VONAGE WILL TAKE YOUR MONEY EVEN IF THEY DON'T PROVIDE SERVICES TO YOU!!
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.
I am getting calls that are dropped before I can understand the caller. At times when I pick up the phone to...
Voice quality terrible, can not be used for faxing at any speed, customer support horrible. Simply put avoid Vonage at all expense. Never told me about a two year contract and cancellation fee and hit me with a $80 cancellation fee which I am fighting now and will not honor. Had leave message on answering machine at the company headquarters, could not get to a live person no matter what. Customer service will do anything to keep you going as a customer, don't get sucked in.
I am proposing a class action lawsuit against vonage.
Anyone who has suffered from vonage's fraudulent practices is invited to contact me by e-mail.
Vonage fradulently induces customers to subscribe by offering a 30 day money back cancellation guarantee, which they do not honor.
I cancelled my Vonage service a few days after receiving the equipment, well within the 30 day period. Vonage refused to honor their advertised inducement, agreeing that although I had contacted them in time, it took them a further 11 days to process my request, which brought it to 1 day outside the 30 day period. They have fraudulently withdrawn substantial sums against my credit card.
Vonage is clearly operating a scam, which I am bringing to the attention of the office of the Attorney General for New Jersey. day money bacvk cancellation guar
I have had to deal with Vonage Customer Service Reps 4 different times to try and resolve my $50 unlimited calling business line(s) charges. These reps blatantly lie to you! Every one of them has and then tells me that the previous rep's statements were not valid and what I am currently paying is 'what I signed up for.'
I am now paying overage charges on my unlimited calling plan due to one of the reps signing me up for it. According to them, I was told that I would now be charged overage charges and I must have agreed to them. NOT! Why would I call 4 straight month's in a row trying to straighten out my 'unlimited calling for $50.00 per month!'
Now that I am canceling, they are charging me cancellation charges on 4 lines, not the 2 that I am paying (2 were supposed to be free 'virtual' lines. How can they get away with this? Also, when you call technical support to get your phone lines to actually work, you are connected to a representative that can not speak or understand english and will not transfer you to someone who can! I have dealt with this issue 4 times as well.
I would love to be involved in a Class Action Lawsuit... where do I sign up!
I WAS DISSATISFIED WITH THE VONAGE SERVICE SO I CHOSE ANOTHER PHONE SERVICE WHICH NOTIFIED VONAGE OF THE CHANGE. VONGE OKAYED IT. THEN THEY WITHDREW THE NEXT MONTH FEE FOR SERVICES THEY DID NOT PROVIDE. I CALLED VONAGE. THEY OFFERED ME 2 FREE MONTHS TO GO BACK TO THEM. NEXT, I RECEIVED A NOTICE FROM MY BANK OF NSUFFICIENT FUNDS AND CHARGES FOR THAT. VONAGE HAD WITHDRAWN CANCELLATION FEES WHICH WERE NEVER DISCLOSED TO ME OR WRITTEN IN THE LITERATURE I RECEIVED. I CONTACTED VONAGE BUT THEY REFUSED TO REFUND ANY OF MY MONEY. I AM A SENIOR ON LOW INCOME AND THIS CAUSED ME SEVERE FINANCIAL LOSS AND DISTRESS. THERER HAS TO BE SOME CONSUMER PROTECTION FROM THIS GREEDY COMPANY. THEY STOLD MONEY FROM ME. HOW DO I GET ANY RESTITUTION? HELEN PETIPREN [protected]
I opened a Vonage account ([protected]) in December 2007. I cancelled the account as of Dec. 11, 2007 and...
My brother requested Vontage service on March 1, 2008, the rep advised my brother that he needed a computer to obtain the service, he informed the rep that he did not own one and advised the rep during the same telephone conversation of that fact and asked to forget about the call. On Mach 3, 2008 vontage sent out the hook-up device, my brother sent it back on March 26, 2008. Vontage has been drafted money out of his account since March. When they were notified they told us it is because the account was still open, the rep stated she was looking atbthe initial information and sees where the account was opened in March and where the request to close it at that time was made. The reason my brother did not know this until now is because he does not receive a paper statement from the bank and he seldom looks at the electronic one. At any sense Vontage does not want to repay him for the 6 months they have been deducting funds from his account. They said they have been sending electronic statements to him, how can that be remember he doesn't have a computer and they have not sent anything to my address. 2 lessons learned: check your bank statements and do not deal with Vontage.