The device does not work, and customer serv. is horrible. Today Acct Management told me that they will not refund my money because I refused the 2nd shipment and they did not receive it at the return address that is authorized by email. According to UPS the device was delivered back to the original shipping address (1000 Windham Pkwy Ste 129 Bollingbrook, IL), and signed for by someone named Bullock. Everyone I spoke to at Vonage does not make sense. They told me to refuse the device, then they told me that because the device that I didn't received wasn't returned to 1100 Towbin Ave Lakewood, NJ 08701 that they will not refund my amount of $94.48 of unauthorized charges by Vonage to my credit card. Don't get scammed by Vonage. They say you will get a refund but do not refund instead charge you more without being authorized.
Had Vontage 1 month and they used the we need your credit card ploy to cover shipping charges for their modem. Then did not get even 1st month free and $30.oo was deducted from my credit card again for service. I called and canceled the service the next month and was told we will give you the next month free if you decide to keep service. I declined and thought that was that. Went back to my other phone provider and even though not as good as it should be it was better then the vontage service.
Then today i was checking my bank account to find out vontage has still been taking out $30 a month for the 3 months i haven't even been using them. Called them up again and after an extensive run around asked them what was going on. They said i didn't cancel the first time... lol I asked them how i could have 2 service providers serving my telephone line at the same time and to check their stupid records and they would see not even 1 call was made through them for 3 months. They could not give an answer. So this is over $100.oo i have had deducted from my bank account from their scam.
Contacting the Florida Attorney general to wage a complaint also!
I spent about $75.00 in fees to transfer a virtual line. I paid for 2 months of a second line, even though it wasn't working. I sent an e-mail asking for a refund because my phone quality was so poor I couldn't carry on a conversation, and was told I could not be refunded until the problem was fixed, which it never was...
I spent many hours "fixing" my phone line so it wouldn't cut out around once a minute for 10 seconds or so. I attempted to transfer my phone number 6 times, Having to wait 6-9 business days each time, so nearly 2 months, and my transfer request was rejected over and over. Finally I got the number transfered. When I called to cancel my service I was told I had left the special offer time period and would be changed $85.00 to cancel(including the cost for my vonage device, which I had been told I could return.) After saying, I just want to cancel my service, at least 6 times, while the person on the other end of the line tried to seemingly bribe me with first one, then 2, free months of service, among other "options", finally my account was canceled.
I inquired at vonage about international call, the agent told me that they have unlimited calls program to philippines, agent told me all the set up fees and I said I dont want the service because the fees were rediculuos, then she told me that she will waive all the charges except for the $14.00 for shp and handling then I said ok I gave her my credit card and then she said she made a mistake instead of $14.00 I will be charge $60.00 then I said NO but she said its already been charge, she gave me a customer service number but once they know that you are trying to get a refund they will put you on hold for minutes then they will transfer you to a different agent to make it short they will try everything so that you cant get your money back, then after 60 days I got another charge for the services that I dont have, I dont even have any equipment from vonage, never had any even a piece of wire, then my bank called them disputing the charges and my bank told them I intend to cancel the "service" that I never had in the first place and vonage sent me an email that they will charge me for $119.88 for cancelling the service, this people are crooks, please spread the word, they are nothing but a common thief, beware dont give them your credit cards, Its a nigthmare, worse of the worse company, what else can I do to make sure that other dont become a victim, is there any gov't agency that can investigate this crooks?
We are having a real bad problem , when we call out or recieve calls there is like a 3 second delay .Is there...
I started to have the service with Vonage last year and got charge for 3 account. i have only one account but they charge me for 3 accounts every month this is redigurous and i try to call vonage and never get to talk to them especially when you want to cancel or say things about problem they would never their.
I have to call Amex to dispute to pay then amex talk to them then they send some (creepy letter)letter to amex and tell amex to tell me to call them, can you imagine? vonage have all my information but how come they never contact me. and in the end of the letter to amex there is no position and last name telling , just only say "customer names... my name..) owed us if she wants to dispute payment please tell here to call us at bah... bah... bah... thank you and name (no last name at all) if you want to see I can send you a copy. It was so funny the company like this send the letter to the other company and no posittion and no last name look like friend write letter to friends. I will send you if you want and I need e-mail or fax number too. Or you can get that information from Amex also, and after that I did try to call vanage the operator don't even know who is that person. I think this company just open for taking money without serving at all that's why I call CREEPY COMPANY don't know what to get rid off this company but I don't want they go to make money from the other people too. They might be doing this for long time and try to make more money. this is wrong and I don't want anymore victim happen. Please investigate on this. If you need anymore information about this Please contact me at [protected] or via e-mail I can fax you that letters (2 of them that Amex has attached to me) or otherwise I will announce to Fox News or CNN to know and I willing to be on interview too.
PS sorry my english is not 100% but hope you understand. I have very bad dream about this company harmful me. had some Cingulars problem before that they said I did not pay for the bill and they report my credit to experience but when I send complain to Gov complaining then they found out that my paid was in full then they sent me letter to correct my score back so, I need to fight for the right. I hope you understand what you not deserve to pay and I hope these company will die.
Vonage - www.vonage.com
We live on disability and was looking for a cheaper phone company.Went on internet looked into vonage (did not know about Complaints.com) Signed up for the 1 Month free service offered at $24.95. Got to billing page found out that they were charging $29.95 for activation fee. Signed up anyway only to find out that this transaction was costing $47.94 I signed up on 10/13/07 the router which i realized had to be hooked up. I have certain things on my phone line for contacting medical alert for my husband so I decided this would be too much of a hassle. Called Vonage on 10/16/07 to tell them to cancel order.Router which you need to use Vonage service was not even shipped yet. I have called twice and was told my CS that their system was updating. On 10/16 when I called they said the system was updating but CS went into why I was cancelling. I answered her any questions after about five minutes of this I got POed and told them to just cancel the order. She said they would cancel the order but I needed to pay $13.99 to cancel she started to say something about this was a temporary charge By this time I am livid told her they already have 47.94 that was mine and that I would tell everyone I knew about this bogus company I told them I was going on internet and let everyone know how they take your money and you can not get it back. Checked email today 10/22/07 Order status is still pending this means the router was not shipped yet can not get money until I receive or decline the shipment. THIS COMPANY SUCKS AND EVERYONE SHOULD CALL THEIR BETTER BUSINESS BUREAU IN THEIR STATE TO STOP DOING BUSINESS WITH A TAKE YOUR MONEY AND RUN VONAGE COMPANY.
2147 Rte. 27
Edison, NJ US 08817
I signed up for the $24.99 plan - Unlimited local and long distance calls anywhere in the US, Canada, Puerto Rico and select European countries.
They recently changed my account over my objections to a $99.99 plan because they are trying to tell me that I am a call center.
It is our home number and I am faxing members of Congress about issues that are important to me. This is my right as a concerned American citizen. The reason I switched to their plan was the unlimited long distance features. You can check any number on the bill and 99% of them will be either the Washington office or district office of a US or Texas Congress person.
I consider the advertising to be false and very misleading.
Thanks for your time,
I signed up for Vonage back in December of 2006 I researched them for a little while and thought it was a better deal than Comcast at the time.
So I went on the Vonage site and signed up. During the signup there is an authorization you had to authorize Vonage to roll the number from Comcast to Vonage. Standard practice between phone companies; what the authorization says is me the verified owner of the number authorizes the new company to take the number. This is a FCC law which allows me the consumer to move to which ever phone company provides better service and/or pricing with out losing my number.
Vonage told us not to contact the current carrier because it could delay things and that the transfer will go through without a hitch. I did not have to contact Comcast and terminate because they where already informed of the transfer. The number took about 7 days to become active on the Vonage service.
After a couple of months my wife decided that she liked Comcast better and to avoid an argument I agreed to switch the number back. Since I wanted my own phone number and I liked the idea of Vonage VOIP service for my office I decided to add an additional number to my Vonage account before she switched our primary number.
So we did everything in reverse, we contacted Comcast and authorized the move of the number back and waited. They told us not to contact the other carrier because it could delay things. The number switched in about 10 days and everything seemed fine.
Here is where it gets weird. I wasn’t paying attention to the email about the Vonage invoices and just assumed everything worked as smoothly as when we switched to Vonage. Well about 2 days ago I looked at one of the Vonage bills and noticed that they where still billing me for both numbers.
I thought it was a simple clerical error and that they would rectify it. So I sent them this message;
Subject: [vonage.com #[protected]] Other
We had our 412-734-xxx transferred back to Comcast 4 months ago and I just happened to look on our bill and noticed that you have been billing me for that number. Comcast has owned that number for months now. I need credited for the [protected]-xxxx. The only number that should be on this account is the 412-894-xxxx. Comcast confirmed to me that they sent you all the termination/transfer and we have been receiving calls normally through Comcast. Frank
They responded with;
Dear Francesco Trama,
Thank you for choosing Vonage, the #1 rated digital phone service!
I understand you have transferred one of your numbers to Comcast and you want credit for non usage of service.
After further review, I am unable to process a credit as requested for the following reason:
I checked our records and found that your number [protected] is still active in your account. You will be charged for the monthly plan charges till your is Active.
I regret to inform you that we do not have the roll in porting out a number. Once the number transfer gets completed, you need to contact our Voice Support at toll free number 1-VONAGE-HELP [protected] to cancel your account. We apologize for any inconvenience that may have been caused.
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 Help Center at http://www.vonage.com/help.php
- Contact Us at http://www.vonage.com/help_contactus.php
- Or call Toll-Free at 1-VONAGE-HELP [protected])
Thanks again for choosing Vonage, a better phone service for less!
Vonage Customer Care
I responded with;
So let me understand this, you are charging me for a number you do not own? When I transferred my number from Comcast to you, Comcast immediately Terminated billing for that number once they received the roll over notification. Vonage on the other hand continues to bill customers even when they where notified of a similar roll over request.
That some how does not seem legal and is completely unacceptable. I can not believe that even now that I sent you a complaint regarding incorrect billing, Vonage would still bill me for a number they are perfectly aware they do not own if I do not call them first.
Well now I'm wondering how many others you scamming, scam a month or so from customers that are not aware or this ridicules business practice. I was going to keep my second number but given the latest I will be terminating the entire account and notifying my five friends of your business practices and lack of customer care, hopefully they contact a couple of their friends, and so forth. I'm sure they will terminate this scam.
In addition I filling formal complaints with the FCC and local internet regulating agencies because in my opinion this is a scam and last I looked I still have plenty of options to be heard and Vonage be revealed.
Now remember that Comcast has had my number and billing me for months now. Even after I told them (Vonage) they don’t own the number, they where still going to charge me for something they don’t own or route. Remember Comcast has already notified them and they (Vonage) switched the number to Comcast already. So Regardless of me calling them or not is irrelevant. So Vonage is very much aware of the disconnect.
So anyways, I tried calling them this morning to cancel and the customer service was closed, so I called them around noon after I received this message from them;
Dear Francesco Trama,
I understand you have ported your number to another carrier and you are concerned about the charges.
Though your number has been transferred to a different carrier, you need to call us to cancel your number. This is why you are still being billed for the service. I apologize for any inconvenience this may cause.
You will be billed for the service as long as the number is active in your account. For security reasons I am unable to process cancellation requests via email.
Please call our Account Management Department at 1-VONAGE-HELP [protected]) to remove your number. We are here to help you Monday to Friday from 9:00 AM to 8:00 PM EST.
So now they admitted they know it’s ported, they don’t run it and yet they still billed me for it.
So at this time I’m a bit angry because the logic is escaping them. They are charging me for a number they don’t own and are aware they don’t run. What’s so hard to understand? Simple right? Wrong!
I called them and got on the phone with their rep, and she said she needed to verify who I was to cancel. I kept my cool and answered her questions. She then came to the big question “Why are you canceling?”.
Trying to be mature about this I explained to her the entire situation that although the number has been ported, they know it’s ported, they where notified it was being ported, they did the porting, what’s the point of calling you if I already authorized the porting? Crying out loud they already received my authorization through my new carrier.
It not like I’m still waiting for them to move it, nor have to authorize Vonage to let it go. Its already moved by my authorization that I gave Comcast.
She then paused, and said well what I can do it is credit you 50.00 or half the amount of the incorrect billing if you stay.
I responded with, why I should lose 50.00 of the 100.00 you robbed from me for? You incorrectly kept billing me for 4 months and now you want to keep 50.00 of the 100.00 that you should not have taken. I said no I want it all and if you cant credit the correct amount terminate the account and I will deal with this legally.
She puts me on hold for 10 minutes and returned to say are you sure you want to cancel, I said unless you credit me the entire amount that you incorrectly billed me for, yes terminate the account.
To my amazement and utter shock she said that there will be a 39.99 early termination fee for each phone number. One of which the they don’t own and haven’t owned for 4 months now.
I responded with this is going be the best legal and news story ever. Have a nice day.
I then got and email from them which stated;
Dear Francesco Trama,
Your Vonage service has been cancelled and we successfully processed the below amount to the credit card on your account.
Vonage Account Number: [protected]
Date Processed: 08/13/2007
Debit Amount: $79.98
A disconnect fee of $39.99 per voice line is charged to all customers plus any applicable taxes per our terms of service. Your total debit of $79.98 includes the disconnect fee, all pending charges, credits and applicable taxes. For more information about the return policy, please visit our terms of service:
So I am now in the process of filing paperwork with my attorney, credit card company, FCC, and every news outlet that will hear me.
I think they have scammed thousands of customers on bogus policy that says you have to contact us for a roll over, when you have already contacted and authorized the new carrier to speak in your behalf. Its absurd and I bet if you look further into this I bet there will be a lot of 24.99 over billings they have over charged people for. This is not about the money with me.
You can contact me at [protected] or frank.[protected]@comcast.net
I'm trying to warn as many people as I can. It took me three times and hours on the phone to cancel this service because it never worked. They have now charged me for three months, a modem and now a cancellation fee to the tune of $214.99 for NOTHING!!! It doesn't work with a dish and they lied to me during the first call. They told me it worked knowing full well that it doesn't. I have filed a complaint with the FCC and the Better Business Bureau and next week will be contacting an attorney to file a Class Action Suit in the state of New York just like they have done in CA. for the same reasons. Warn as many people as you can, this company is bad news and someone needs to put them out of business.
I purchased the V-Phone from Vonage for my portable. I asked for overnight delivery and was immediately charged for the purchase price and the device was shipped.
The device arrived and immediately locked up my portable. I attached it to my desktop. It immediately locked up the desktop. I called their tech support and was transferred to India where I got someone who could not speak or understand English and knew very little about the V-Phone device. I spent four (4) hours on tech support only to find out that the device was faulty out of the package. I was forced to do a presentation to the Air Force on my cell phone in a remote location with poor service because I depended on Vonage.
The replacement device arrived about three (3) days later. I plugged it into my laptop, but the device could not register on the internet. I called tech support and got someone who could not speak English. I asked to be upgraded to the next tech support level. After two (2) more hours, the device registered. I went home that night to use the device to call my daughter. I could hear her, but she could not hear me. I called tech support and got someone who could not speak English and knew absolutely nothing about the product. After esclation to the next tech level, they were unable to correct the problem with the second device.
I, at this time, decided I had had enough of Vonage and asked to drop the account. They said I would have to call the next morning when that department was open. I called the next morning and was immediately put on hold for fifty (50) minutes. When an attendant finally came on, I was told that there would be a deposit put on both devices and my money could not be returned. NEXT, THEY SAID THAT WOULD SEND ME AN RMA FOR EACH DEVICE. NEXT, I WOULD HAVE TO TAKE MY TIME AND MONEY TO RETURN THESE USELESS, MALFUNCTIONING DEVICES TO VONAGE!!
This, simply put, is above and beyond the definition of injustice! Do not venture into the world of gross corporate incompetence and customer mistreatment that you find rampant in Vonage.
I got a phone from Vontage, I told the lady up front that I had satellite and she said that was ok. When i...
I ordered vonage in April 2007. The guy told me that i would have 2 months free and billing would start on June 28, 2007. He also told me that I had a 30 day money back guarantee from the time i install my phone. The equipment was supposedly sent by DHL. I never received it. I called them and they said they would send it again bc DHL left it at the door? I never got the 2nd shipment bc they never sent it. However on May 29, they billed me 39.99 for invoice fee and then May 30 29.00 for invoice fee. I called them to cancel because it just was not working. They said i could have all my money refunded after i file a lost shipment claim with DHL, and when i called DHL they said their policy is that the shipper must file the claim and vonage knows that very well. when i looked at my bank statement later that day on line, I saw that Vonage charged me another 39.99 disconnect fee. (DISCONNECT WHAT?) I called them back and was disconnected 3 times, after waiting 10-20 minutes each time waiting to talk to a credt supervisor. When i finally got someone they said they would refund me the disconnect fee. They did that but then I called them again to fight for my money back guarantee. They refused me saying i was 1 day over the 30 days. I had an argument with the guy jonathon something or other and after HE HUNG UP ON ME, he went back and recharged me the disconnect fee. They sent my bank account to overdraft and when i called them again I spent over 3 hours on the phone with them. 1.5 hours with one guy who just repeated that he was very sorry. Then I was sent to a guy named george higgins and he told me I would not be refunded any money. I told him that their terms say 30 days from the activation of service and that the original salesperson told me no charges till june 28. and that the other girl said i would be refunded all my money if i called DHL. He said no way. I was not getting a refund. He said their terms are written on the site and the salesperson was wrong and will be coached. He also said that VONAGE's policy doesn't issue credit FOR NON SERVICE!!! I asked him WHAT DOES THAT EVEN MEAN? that means that you charge for no service and steal the money?!!! He did not care that they overdrew my bank account and that my rent was due. Vonage is a disgusting company and i suggest that anyone thinking about it get a can and a string, because that is worth more than being ripped off so blatantly. I wish everyone who reads this stays away.
We got the Vonage service as they offered cheap International call rates. I ordered the V-phone (device that connects to the USB of the computer). Suppose to be great for travelers. You can call from any computer with a DSL or cable service. Well that was the mistake I made. My credit card was charged $39.99 for the device and I received it in 2 days. After about 5 days the device just stopped working so I called customer service to get a replacement. Spoke to someone with an Indian accent who I think didn't understand my needs cause my card was charged again for a second device. Called back to complain and the reversed the charges after 7 days. Received the second device after a few days with a new number. To my surprise I received a third device with another after a few more days. By then I was so upset that I called to cancel the service all entirely. The Indian lady on the line did not want to cancel the service. She gave me every excuse she could think of for not cancelling the service. I was transfered back to the US where they gave my 3 confirmation numbers for return items and an address in New Jersey to send the devices back to. Since it was 3 devices I asked if I can ship all in one box since I had to pay the shipping cost. After a few days I got an email stating they had received and processed 1 device. So I called to find out what happened to the other 2 devices that were in the same box. They said that they only received 1 device so I was owing them 2 more devices costing $39.99 each and I couldn't get a refund of the original $39.99 I paid since they couldn't find the 2 devices. I was outraged. I had to block my credit card from them and get a new one since they keep trying to charge me for devices I didn't have. FED UP!!To date I have not received any refund from Vonage.
In Jan 07 I ordered Vonage phone service, when it got here it was a headphone set that you used at a computer, it had a key to plug in the front of the computer so you could take it where ever you wanted that had high speed internet.
I called to cancel & said this was not what I expected, & wanted to cancel, so the salesperson told me that I had got the wrong one, that I needed a motorolla, so I said o.k. I could try that, for $19.99 a month unlimited service. well it came on Feb 5th , after I got it hooked up i found I could call out, but all incoming was long distance, why would my neighbors want to call me long distance from across t he street, so I call & talked to a Dexter employee # 2497 & said I wanted to cancel. he told me there would be $150.00 disconnect fee. I said why & he said because I went past my 30 day cancellation deal. I said they kept me trying without telling me my time was running out, he said the only way he can waive this is if I keep it for March & April at $24.99 a month & I said why $24.99, it was only supposed to be $19.99 & he said well, this is how it is if I want to cancel. I feel this has been a big rip off & feel I deserve my $68.00 they took out for the hook up plus $34.04 for feb. 07.
In trying out the Vonage telephone service, I learned that It does not work well with Charter Broadband (according to Vonage—after I spent 3ish months fussing with it). I used their router with my wireless router. Just couldn’t ever get it to work for any period of time. I tried canceling the service twice. Both times the customer service reps argued with me. I indicated to one that he wasn’t listening to me I just wanted to cancel the service. He yelled back at me that I wasn’t listening to him. The solution to fix my phone was near. I’m tired of fussing with it. I don’t care if he came to my front door and fixed it that instant. I’m sick of it. I’d rather pay more money than have such horrible customer service experiences. My third phone call in finally proved to be successful. Thank you Pearl. (She tried to sell me again, but she did take no for an answer.)
August 29th number was ported from ATT to Vonange to activate their service. It only took them 2 days to port the number. However, After 1 week ATT dropped DSL service. When that was done, I had no dial tune, no landline, could not make outgoing calls, and incoming calls were getting redirected to Vonage service and message were being left on my computer.
I contacted ATT and was told my DSL line was dropped. So, without DSL I couldn't use Vonage, and, in addition, I no longer had security service for my home because I had no dial tone, no landline, which my security system uses. So, from September 8 until October 4th, I could not make phone calls from my home number.
September 11th: I contacted Vonage to cancel my account and port my number back to ATT. I was told that if I cancelled my account before the phone number was ported back, then I'd have no phone number at all. In the meantime, I am without a live telephone line.
October 2: Phone number finally ported back to ATT and I can now make calls from my home phone, through ATT service. Vonage has charged a monthly service fee and my account with them still shows "Active". October 13: Contacted Vongage to cancel my account. Again was denied this request. Was told that if I cancelled now I would pay $80.00 in addition to $39.95. Was told to call back after October 29th to avoid being charged the $80.00. I asked if they wanted their equipment returned because it was only used for a week, and was told "No, we do not want the equipment back".
On this date I said "Okay, I will call back for the 3rd time at the end of this month to try and cancel the account."
I plan on contacting them again on October 30th to try and cancel my account again, but this time I'm going to record my conversation with them.
To cancel Vonage services are being just as difficult to do as AOL's!
Vonage, 23 Main Street, Holmdel, NJ 07733
Vonage wasted days of my time installing their VOIP equipment and calling them trying to get my local telephone number switched to their service, only to find that the service is totally inappropriate for DSL and would have cost me more to use that just keeping the telephone plan I already have with my local telephone carrier.
I spoke at length with Vonage prior to ordering their service (perhaps the service rep didn¹t understand what I was asking as she spoke with an Indian accent). I was assured I could disconnect my local phone service and rely on the VOIP with my DSL connection. The truth is that you cannot disconnect from your local phone company if you have DSL as your DSL uses the phone lines and will no longer work without local telephone service. After a morning of waiting on various phone systems, I determined that the local carrier (in this case Qwest) would give me a dedicated ³dry loop² DSL connection (no telephone service included) at the cost of about $10 more than I already pay for basic telephone service. BOTTOM LINE--I would end up paying $10 more for the same services (local and long distance) I already have, but would no longer be able to receive and send faxes or have a direct connection to 911 emergency line. Instead of paying 2 companies I would be paying three companies.
If consumers already have cable internet, then Vonage might save them money, or if you use a lot of services like call waiting, forwarding etc., or require a second phone line (#) there may be an advantage to Vonage service. But my reading of the information on their website and the information I was given on the telephone would cause me to suspect that many people sign up for Vonage service without fully understanding how it works.
Though I imagine that the information on the Vonage website falls within the letter of the law, I found their presentation of how their service works and the cost savings to be very misleading. Nowhere did I find information that cost of having a dedicated telephone line for DSL service could exceed any cost savings that their service represents.
I am just now in the process of unhooking and repacking all their equipment and sending it back, so hopefully I will not have a problem in retrieving charges Vonage made to my credit card.