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Abused by Executive Support - Horrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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 #**.

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Cancelling Nightmare
StarStarStarEmpty StarEmpty StarBy -
Rating: 3/51

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.

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Failed Miserably to Provide Decent Phone Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MISSOURI -- They're trying to ding me with cancellation fees. I am dropping Vonage service as it really sucks. Poor sound quality, frequent service interruptions. They failed to meet their end of the bargain. The issue is that I have the original paperwork that I was given when I enrolled. I specifically asked about early termination fees. After some back and forth talk I was given a contract that exempted me from the fee. Vonage is refusing to honor this contract. Want VoIP? Run from Vonage!!!

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Horrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BATON ROUGE, LOUISIANA -- The customer service I received through Vonage has been a nightmare. I am a generally calm and friendly person, but the reps at Vonage pushed my blood pressure up and they really almost got a good ol' cussin. I was blown away at how the reps treated me like I didn't have any common sense, made canceling a nightmare, and added extra fees wherever they could.

I would definitely NOT recommend them to anyone. The service was fine, but if you ever plan on canceling or moving or anything else that requires customer service, FORGET IT! It is also a principle issue: If I am spending my hard earned money with your company, I deserve to be treated with respect and not robbed by extra "fees" that were previously never mentioned. RIP OFF!!!

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They Tried Not to Let Me Leave
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

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.

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Expected the Worse, Was Surprised
StarStarStarStarEmpty StarBy -
Rating: 4/51

ROANOKE, VIRGINIA -- After reading the hundreds of horror stories around the web about the nightmare of cancelling Vonage, I was expecting the worst when I decided to cancel my service this month after 6 years. I have to say in all that time I had excellent service. The calls were as clear as my cell service, and I never had a dropped call. When I signed up I got 30 days free, but the original box they sent didn't work. It took me the whole month to get a replacement, but they gave me another 30 days free because of the non-functioning box. After that I never had any reason to contact customer service until my cancellation today.

To be prepared, before I called Vonage, I called my credit card company that my Vonage bill is auto-paid on, and told them I am cancelling Vonage and want to block any further payments to them. Then I called Vonage. My hold time was about 15 minutes. I knew my Vonage PIN and had answered all the screening questions on the automated system, so didn't have to waste time re-verifying other than to give my name, number, and address. She did try to sell me a cheaper service (I told her I lost my job and couldn't afford Vonage any more), but when I said no, please just cancel she said OK. She told me the confirmation email would take up to 24 hours to arrive. The entire call took under 30 minutes.

The device stopped giving dial tone within 30 minutes, and the confirmation email arrived within 10 minutes of the end of my phone call. I recorded both the call to my credit card company and to Vonage just in case. I know that sometimes people have gotten calls from collection agencies years later, so I intend to keep my confirmation email and these recordings until the end of time if needed. So far, so good.

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Cancel Vonage the Easy Way
By -

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!

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Vonage is a RIP-OFF!
By -

I am so furious with Vonage. I signed up for their service on April 23, a few weeks later I received their equipment, within that few weeks, I have received emails stating that my phone number is in the process of being transferred and there would be approximately 24 hours without phone service, well that ended up being more than three days-my number was transferred before I could get my internet hooked up to DSL, even so, since my number was supposedly being transferred, I wouldn't be able to get hooked up to DSL because Vonage took my dial tone from me.

After that, I have been on the phone (my cell phone) complaining to Vonage and Verizon that I need a dial tone to get my DSL hooked up and all I received the run-a-round, kept being put on hold and transferred all over the creation-well, let me tell you...I had calculated up all of the minutes used on my cell phone with just Vonage and I had figured up that I spent just about 5 hours (most of which was on hold for about an hour each time)trying to get an answer.

I went without phone or internet for approximately almost two and a half weeks trying to get somewhere. One would tell me that it is the other one's problem they have to fix it-and visa-versa. Once I thought I was on the right track to victory with getting a dial tone, I would get shot right down and right back to the beginning I go. Anyway, I had Cancelled Verizon with no problem whatsoever...

Vonage on the other hand, I called them two weeks before the "so-called trial period" and they told me that I had to pay the shipping and handling to send the equipment back to them plus 39.95 "security fee". I told them I was not going to pay because my "trial period" wasn't up and I didn't even use the service because no one would give me a dial tone to use either service. I sent the equipment back to them anyway.

A few days later, I see a withdrawal in my account from Vonage...WHAT!!! $27.78 for the monthly fee of service. Just yesterday, I had checked my e-mail, received a couple of emails from Vonage Customer Care, my account has been cancelled, please check your account for the remaining balance due... EXCUSE ME!!! The next one is better... "On 5/30/2006 we have successfully processed your charge card for $119.98." I was literally in tears when I saw this.

I had filed two complaints with my bank and also one with the Better Business Bureau. The sad part about all of this is that one-I wasn't even able to use their service and two-I didn't even authorize them to withdraw any money from my account. Now I cannot pay any of my priority bills that are due this week! Thanks a lot Vonage! My account is now in the hole because of them. I should have listened to my guts, it was too good to be true...

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How Vonage Ruined My Life
By -

PITTSBURGH, PENNSYLVANIA -- Vonage ruined my life. I am a disabled person in need of a good working telephone service for life sustaining support. Vonage called my home, and convinced me that I would save money. I had Comcast VoIP that worked perfectly before the big switch. They are manipulating from the very beginning, first they charged my credit card (Beware of any service who charges because they don't do paper billing) an activation fee which was never disclosed, and other fees I was not aware of.

Then they sent an email saying welcome, here is your "virtual" phone no. till your home no. is transferred, and here are the Terms of Service you are bound to. Since when does somebody agree to something then given the terms afterwards, and say your bound to them? I'm not going to repeat what you all can read about their lousy service, what I am going to do is advise you that they will do whatever it takes to get your money, all before you realize it.

They are scam artists, and what most people don't know is they are not governed by the FCC except for two things, 1. Your Local Number Portability, and 2. Providing 911 service. Now my line never worked properly, so how could I call for emergency service if it doesn't work. Also, they offer a 30 day guarantee which they will do whatever it takes to extend you beyond that period with transfer delays, delays in troubleshooting their service, blame your ISP and play the blame game with your original provider, anything.

How do I know this, well I maybe a disabled person, but I have a degree in Electrical Engineering (I also have a FCC License in Amateur Radio), I am someone they did not fool. I will be filing a lawsuit against Vonage, they caused me, and my family both physical and mental abuse over a 5 week period with their promises to fix their lousy service and their lousy third party carriers.

They fail to disclose many things, even when I cancelled the service, they think it's perfectly acceptable to steal your money by telling it's a recovery fee for their phone adapter when you want to send it back, and a termination fee for subscribing to a non working line. I have filed complaints with the FCC, FTC, New Jersey BBB, and plenty more to come, even if it takes me to testify before a Senate, or Congressional Committee to stop these scrupulous thieves.

Vonage is deceptive, and couldn't care less who you are, it's all based on deception. My only purpose now is to forewarn you people are even thinking of switching to Vonage, just get smart and search the internet about these complaints, they are all the internet. Maybe the CEO Mr. Jeffrey Citron needs to be taken to court again, just like when he was ordered to pay back millions for Exchange and Internet Fraud.

You change the spots on a leopard. I stopped them from further charging my credit card, I closed the account, filed a dispute, all for services not rendered, and I will get it back, every penny plus for ruining 5 weeks of my and my families life, rest assured Vonage, what comes around goes around.

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Dissatisfied Customer
By -

HOLMDEL, NEW JERSEY -- ** is a customer service “manager” at Vonage who reports directly to the office of the CEO (wow). This customer service office is located at Vonage Corporate 23 Main Street Holmdel, NJ 07733. One would think my call to this employee regarding my dissatisfaction over broken promises (ex. my issue has been escalated, I'll receive an email confirmation, your home security system will not be affected), unfulfilled services, inability to transfer my phone line, yada, yada, yada would bear some weight. Wrong!

Like a well trained dog, this employee's response to my request to cancel (despite the numerous previous calls to customer service for updates and resolution) was met with a regurgitated reply “You have exceeded the 30 day return policy and will be charged a $40 cancellation fee and $80 for the router. No exceptions to the policy!" “But”, I explained, “every time I've contacted your customer care center, I was told it would take just a little more time to switch my line over… ”We expedited it!” Had I been told that Vonage was unable to transfer my line, I would have cancelled the service within the terms of your policy.”

"Sorry," he replied…"no exceptions!" As the conversation progressed, I became increasingly agitated. I demanded to talk to someone higher…his manager, perhaps? "Sorry, there is no one higher than me." "Great, if you have no superior to discuss the matter with, you must have the ability to make exceptions to the return policy due to your company's inability to provide me the service I was promised." "Nope sorry, the policy came down from the CEO, no exceptions."

Well this went back and forth as you can imagine; they are very well coached and scripted agents. It's like playing a shell game to try to get answers. The only sliver of information I was able obtain was the name of the CEO (Michael Snyder…no phone number of course). Unsatisfied with this limited information, I did a little digging on my own. Below are several of the corporate officer names and titles. Each (except Michael Snyder) has voicemail accessible from the automated corporate directory at:

732.528.2600 . MIKE SNYDER, CEO, JEFFREY CITRON, CHB-CHIEF STRATEGIST, JOHN S REGO CPA, CFO,
MICHAEL TRIBOLET, EXEC VP-OPERATIONS, LOUIS MAMAKOS, CTO. Corporate Fax: 732.834.0189. So far I have left voicemail for all officers except Mike Snyder…I emailed him at mike.snyder@corp.vonage.com, but I'll get his number too!

The bottom line is that Vonage misrepresents the service that they are capable of providing and strings you along until your 30 day cancellation window has closed. You contact customer service which allows no recourse nor the ability to escalate your issue.

The facts that (1.) they are in the process of going public, therefore cannot risk loss of revenue; (2.) have most likely exceeded their marketing budget ($200 per subscriber of apx. 1.4M active subscribers); and (3.) had to replace their CEO (Jeffrey Citron) prior to going public due to fraud charges stemming from his days as a day-trader with Datek Online in the mid-90s (settled by Citron personally paying $22.5 million to the Securities and Exchange Commission), probably have something to do with their current business practices. Jeffrey Citron remains chairman of the board and retains 41% interest in Vonage.

In response to ** comment, it may be out of your comfort zone to escalate matters to a "C" level officer of a company, but in my experience as a corporate manager, the lack of consideration and service that Vonage has illustrated would never be tolerated in my company. That being said, I feel perfectly just in raising the issue to the CEO (who I'm told is the architect of the "no exception" policy) when offered no alternate solution. I'm sorry you don't feel important enough based on principal. Hope this information can help YOU!

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Vonage Rating:
Star Half star Empty star Empty star Empty star
1.5 out of 5, based on 24 ratings and
397 reviews & complaints.
Contact Information:
Vonage
2147 Rt. 27
Edison, NJ 08817
732-528-2600 (ph)
732-287-9119 (fax)
www.vonage.com
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