PEARLAND, TEXAS -- You cannot provide notice of cancellation online -- just not allowed. YOU MUST do it on the telephone. I waited over 30 minutes and then got an agent who asked several questions to establish identity, and when asked why I was calling, I stated I wanted to terminate my service, and then he said he couldn't do that and needed to transfer the call. This happened 2 times.
I finally am giving up the effort based on what I feel is a reasonable effort and investment of my time attempting to comply with their required method for providing notice of service termination. I will write a letter to their Corporate Office by certified mail informing them to provide notice of my effort to provide notice to terminate my Vonage service.
SURLA, MINNESOTA -- It is too bad that the BBB does not shut this business down. I have tried to cancel me phone system and now they want me to pay $70.00 to cancel even when they cannot fix my phone. What should I do?? My phone has stop working after talking on the phone. No one seems to care that I am paying a bill for something I am not using.
ALBUQUERQUE, NEW MEXICO -- Today 8/5/2015 at 3:46 PM MST I was finally called by VONAGE 732-332-2100 AFTER I had already tried to work with Vonage on these issues since 7-30-2015 and I finally had to tell Vonage that all contact MUST go through IC3.gov, FCC.gov, FTC.gov since they would not work with me - just sending the exact same information over and over again. I was not home but message left on vm.
Why is it that the only way that Vonage will want to work with anyone is only after the customer has been forced to file complaint with IC3.gov, FCC.gov, FTC.gov? Why will Vonage not work with someone before it becomes necessary to file complaints with IC3.gov, FCC.gov, FTC. gov? Why is it that Vonage will call to work with someone once they have filed with IC3.gov, FCC.gov, FTC.gov but not until? I feel that is not only offensive, but planned by Vonage! How much is ignored so that the customer becomes frustrated and gives up? How many people has this been done too? What kind of profit can be made that way by any company?
Vonage would not work with me each time I asked them too, only giving me a BS explanation for ABUSE, so I finally told them that all contact on these issues MUST go through IC3.gov, FCC.gov, FTC.gov... NOW Vonage wants to talk with me. NOW Vonage wants to work with me BUT NOT UNTIL I have had to file with IC3.gov, FCC.gov, FTC.gov! Now Vonage wants to work with me BUT NOT UNTIL I have finally given up with all the BS and told them that all contact must go through IC3.gov, FCC.gov, FTC.gov! I feel that too is abuse of customer since the only way to get help is to file with ic3.gov, FCC.gov, FTC.gov!
I had wanted Vonage to work with me on the call issue problem, THEN I also wanted Vonage to work with me on the abuse by member of Executive Response Team stating "We don't" which in all my years of customer service has meant "We done bro - don't bother us no more" and the BS response I got was that an apostrophe in the middle of the message caused a glitch in the email system. In my 3 years as Professional Technical Support I never saw that happen to date! It as a BS excuse PURELY to get away with customer abuse!
First Vonage advertised for service 9.99/mo with phones! Vonage advertised, "call or go online". I went online! The service was set up but the phone was not sent. When I tried to call Vonage the 3 calls were answered by 3 different people whose English was so bad and broken they could not understand me. Those 3 people just shut me down and told me "Too bad!" Vonage would not help until I filed with IC3.gov, FCC.gov and FTC.gov for FALSE ADVERTISING. ONLY then when I filed with IC3.gov, FCC.gov, FTC.gov did Vonage want to work with me, but not until!!! response Vonage.com #**.
HOLMDEL, NEW JERSEY -- I've been a fairly well satisfied Vonage customer for 7 years. I have had trouble with intermittent poor line quality, but it has never been clear whether this is a problem with my ISP. I've often found that the quality of customer service is poor, but I've not had a lot of reason to call them except to make changes in my service.
However, when, after porting out my phone number and making sure it worked on the new phone service, I called Vonage to cancel my service, they made it very difficult to cancel service, gave me a very hard time, and tried not to cancel my service. This was month to month service; I did not have a contract, and I did not expect a partial refund for cancelling in mid month. I actually cancelled the day before the month ended.
You can't just cancel service online. I called customer service. First I got someone who insisted that my number hadn't been ported out. I checked to make sure the port was complete and the phone number working correctly on my new phone service before trying again. Then I learned that while all other Vonage customer service is available 24/7, you have to call between certain hours and talk to a special office to cancel service.
Then when I called back, the customer service person insisted I tell her why I want to cancel service before she would transfer me, and I had to shout at her four times that I don't have to tell her anything, transfer me, and she actually transferred me when I told her I'd changed my payment method to a card with insufficient money available for Vonage to get their hands on it. When she put me through, a Chinese guy kept demanding to know why I was cancelling my service, and insisting that I had to do "cooperation" with him before he would cancel my service.
I had to shout at him six times that I don't have to tell him anything, I don't have to cooperate with him, cancel my service, NOW. He finally cancelled my service when I told him that I changed my payment method to a card with no funds available, and Vonage won't be able to get any more money from me, ever. The whole experience was completely outrageous, and at this moment, I can't recommend anything about Vonage to anybody.
After reading the horror stories on the web, I admit I was ready to go toe to toe with Vonage to get my account cancelled. However, a little upfront work on your end and it is as easy as pie. I thought I would share my cancellation story and provide you with some steps to take to make sure you don't get screwed out of your hard earned money.
So, I signed up for Vonage in Jan 2009. Honestly, I can't complain about the service, never really had any issues. However, because there are much cheaper services out there, I decided to cancel Vonage today. What I thought was going to be an uphill battle, literally took my 10 minutes to do and have the email confirmation proving I am no longer a customer. Anyone looking to cancel, this is what I advise you to do.
Get into your on-line Vonage account and change your billing and shipping address to something fictitious. Also, I would advise that if you are using a debit card, you also change the billing to a credit card so you can dispute the charges if need be in the future. Once this is done, save your changes. Call 888-288-7435 (this is the # you need). After 4 rings, no hold time I got a live person. I informed the person that I am moving out of the country and the service is no longer needed. They will go through their pitch to try to retain you, I simply told them that I was transferred overseas and my company picks up my phone bill for free.
I am then hit with the $39.99 cancellation fee and then a $79.99 rebate return fee for their equipment. While I told the representative that I will agree to the $39.99 cancellation fee, I do not agree to the $79.99 return rebate fee. I simply stated that when I called Vonage to sign up for the service, I RECORDED the initial call and have a copy of it. I emphasized that I verified not once, but twice, that there would be no charge other than the $39.99 cancellation fee, the $79.99 fee is unacceptable and I am not trying to be difficult, but I have a recorded phone conversation and again, verified twice that this was the only fee. I was then put on hold and told that they needed to speak with a supervisor...
After holding for a few minutes, the representative came back on the phone, apologized for any inconvenience and then stated that I will not be charged the $79.99. I then asked how much my account would be billed and when that billing would take place. He confirmed the $39.99 and said that the charges would occur today. Now, I mentioned to change your debit card info to a credit card # through their Account Management system, this is so you can dispute the charges SHOULD they try to charge you more than what was just discussed (in this case $39.99)...
Before the call was finished, I asked for the reps name and employee ID # that handled my call. He gave both to me without any issues. I then asked for him to confirm the email address I have on file and send me an email confirming this has been cancelled. I also stated I would like another email confirming the final charge of $39.99 on my Visa. Within minutes, I had both sent to me.
So, for those of you who are having trouble or thinking of cancelling, I would certainly try this approach. I probably wouldn't recommend Vonage to anyone, not because their service is bad but between the Class Action Lawsuits and extreme difficulties many have had cancelling (with the exception of myself), I don't know if I would really like to put anyone through that. Besides, this company is losing money left and right and there are cheaper, better alternatives IMO... Best of Luck!
If you plan to cancel your Vonage service be prepared and set aside at least one-half hour to get through their archaic and arduous process. I was on the phone a total of 18 minutes with the representative as he would ask a question and then put me on hold for minutes at a time. The delays had nothing to do with with account verification that was handled up front without any delays. At various holds and pickups I was offered options to cancelling, including a drastically reduced rate. Hmmm, why wasn't I offered that when I signed up for the service. I have no complaints about Vonage's service. It was fine. But cancelling left a less than positive taste in my mouth. Good luck.
WOODLAND HILLS, CALIFORNIA -- This company is a joke. I've been with these muppets for over 7 year. My $25 plan slowly went up to $50 so I canceled today. I noticed they started my next month and charged me $50. I phoned to say I've canceled, please refund my money. They are now saying I canceled on the day the next billing cycle started so I can still use the service for a whole month. I told them I've already ported my number to Magic Jack, so it looks like buyer beware. After our conversation they then tried to sell me another plan, jeez they're thick as **. Vonage are a bunch of comedians except I'm not laughing. Steer clear at all costs. No customer loyalty whatsoever.
NATIONWIDE -- I had a contract for VOIP service for 12 months. A couple of months prior I notified them that I would not be extending my contract. I paid the last payment and acquired another service, ported my number and went on with my life. Until a few weeks ago I received a call and letter from a collection letter from Penn Collection Corp that I owed them $78.29, for a period after my contract was up.
Repeated calls to them have not resolved the problem. I am in process of filing complaints with FTC, FCC and The Consumer Protection Agency, and I am attempting to file a criminal complaint with the Attorney General's Office in Virginia. I think the public should know that this company is crooked and doing business with them will probably create credit issues that will haunt consumers for a long time.
JERESY, NEW YORK -- We subscribed to Vonage's Voice Over IP Service which they boast low price, good service, calling long distance, with Canada and Porto Rico free. We weren't able to call across town without bad reception. As for long distance yes you could call, but the person on the other end couldn't hear you. Complaints to the technical support were excuses, saying the problem was with the other phone provider.
Don't believe their pricing. We were charged $399.58 for a year which works out to be 33.30 a month. We were supposed to be charged $9.95 a month less 10%. Shame on me, I didn't check the charge to my credit card. If you want to be ripped off, subscribe to a Vonage product.
HOLMDEL, NEW JERSEY -- A Vonage sales representative w/o a business card or pamphlets regarding the free phones for "Vonage Whole House Phone Kit". It's a BAIT & SWITCH scam. ** the Vonage representative stated the phone kit was free and did not require Internet service for Vonage phone service, as required before.
He scribbled the phone numbers of Vonage's Customer Service to set up service and Vonage's Internet phone numbers inside the box lid, if I wanted to consider setting up Internet service. He assured that no Internet service was needed for Vonage's new digital phone service.
He also wrote a pin number on the inside lid of the box to activate my phone at home. I was skeptical as there were no written brochures explaining this "new" Vonage digital phone service which did not require existing Internet service. He stated the monthly service fee as $9.99, if I allowed monthly billing using my ATM card.
Reluctantly handing my card, I then changed my mind and asked he not swipe the card as I was not ready to decide. ** said he would not swipe my card, but held it long enough to memorize my ATM card information! He said this was a free phone kit offer and that there would be no charges made until after my phone was activated.
Although I never called Vonage to activate the account, ** later activated the account without my knowledge or consent. This prompted an unexpected ATM charge of $33.64 30 days later. After spending hours attempting to cancel the account as the service was not "used" and box unopened within the 30 days, Vonage partially refunded $29.16 and told I should be "happy" I was not charged the additional early termination fee of $120!
However, given the circumstances that the Vonage representative misrepresentations regarding the Internet, his unscrupulous use of the ATM card, (after stating he would "not" swipe my card) was a slick BAIT AND SWITCH fraudulent sales pitch to a disabled consumer unfamiliar with the world of digital technology, without access to Vonage brochures to explain the details, in writing.
The lack of a business card was the first tip that ** the Vonage sales representative was handing out "free phones" at a gas station and unwittingly deceiving the consumer despite promises of not swiping the ATM after he memorizes the ATM data after informing him of changing my mind of doing business with Vonage and the "free phone kit" offer.
Thirty days later and after spending hours with "outsourced" customer service representatives (at least four), having been transferred 3 times, conveniently losing the phone connection, a fourth call was necessary to cancel my activated phone order, and finally to obtain a partial refund of $29.16 and account disconnection without charging me an early termination fee of $120, while learning from all four customer service Vonage agents that the Internet IS required for service -- (someone at Vonage should send the memo to **).
Be sure to receive a confirmation number and an e-mail of a pre-paid postage mail label to return the Vonage phone kit. After the refund posts on your ATM, get a new ATM card ordered to protect against another unsuspecting transaction from **, the con artist, disguised as a Vonage sales rep.