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Vonage 30 Free Trial Fraud
Posted by Bds2300 on 05/22/2008
Vonage’s 30 Day free trial Fraud

On April 14, 2008 I called Vonage’s 800 number to sign up for their Unlimited Local & Long Distance calling (Premium Unlimited Plan) for $24.99 per mo. which included with a free 30 day trial period.

I spoke with a Vonage sales rep and gave him all the information he needed and my credit card number to be used as guarantee back-up for payment, I wanted monthly billing sent to my home.

After we finished the sign up process, he said for the cost of just $.99 cents that is, I could get another line for fax or whatever I needed it for. He apologized for the .99 saying it was required for 911 service. I said ok, and he said they would send acknowledgment for my order via email and the service would start when I received my modem in the mail ,(5 to 7 days).

Also that I should go to their websites and check the status of the installation process..

On the April 15, I went online to the Vonage website, I notice that on April 14, 2008 my credit card had been charged ($25.54) for various start-up fees and there was another charge to my credit card for $48.69 on April 15 for installation and monthly service fees for the second line.

I called Vonage customer service and told them that the sales rep said it would only cost 99 cents. This service rep pretty much accused me of lying and said she had never heard of such a thing. I said if it cost what they had charged my credit card, then I didn’t want a second line. She asked if I wanted to cancel the second line and I said yes I did.

Later that day, I checked to see if my order had been corrected, I found another charge on my credit card for $39.99 to have the second line canceled.

That evening I called customer service and spoke to someone about what happened and he said I shouldn’t have been charged for the cancellation. Also that he would submit for a refund on the second line installation charges. My Vonage account was credited fir $39.99, not my credit card. Then on April 27 my Vonage account was credited for the second line installation, again not to my credit card.

So now I had a credit balance of $88.68 on my Vonage account.

On April 21, I received the modem and installed it and now my telephone line was activated.

I wasn’t real happy with Vonage sales and customer service but thought I would try it.

I noticed a severe degradation in my cable internet service which Vonage uses as its telephone line. After trying a few thing suggested by Vonage technical service there was still the degradation for my internet.

I decided Vonage wasn’t for me so on May 16, 2008 I called another carrier and signed up with them. They would notify Vonage and change my number to them. We went through a verification with another company that asked if I was requesting the switch and I confirmed it.

On May 19,when the new service started, when I went to disconnect the Vonage modem I called Vonage because I noticed the service was still on, their modem was still activated into my internet carrier and still degrading the service. I said I had cancelled their service and wanted to get an RMA to return the modem.

After 20 minutes of badgering me with all sorts of offers they told me there would be cancellation charges because their agreement with me stated such and that I couldn’t return the modem because it had been used. I asked why the cancellation charges and she said because it was over 30 days and I had an agreement. I said no it wasn’t over 30 days because my service was never activated until April 21 and I cancelled on May 16. The service rep was everything but pleasant. She kept telling me our contract specified all of this. I then told her I had no contract and never signed one and wouldn’t have it this was specified. She then told me my cancellation charges would be $122.08. I said I needed to speak to someone else and she said she was a manager and that no one else was higher. After continuing to tell her I needed to speak to someone else I was put on hold for about 20 minutes and finally someone in the accounting department answered and told
me they couldn’t help me because they were the accounting department and their computer did this when someone cancels service.

I immediately went to Vonage website to see if they cancelled the account and a charge of $122.08 was already on my credit card.

So far Vonage made 4 charges totaling ($236.30) to my credit card that was suppose to be used for backup payment only. Out of the 4 charges only the first for $25.54 could be considered legitimate even thought they told me no activation charges.

My Vonage account showed no credits for the earlier false charges.

I have all documentation to support what I have stated including the Vonage advertisement for the free 30 day stating to how to get a RMA to return the Vonage modem.

This is outright fraud.

May 22 I called Vonage to get an RMA to send back their modem and they refused to give me an RMA. Their 30 free trial ad says I have 14 days to return the modem after I cancelled the service, I am documenting this they will later tell me I didn't return the modem with the 14 days.

     
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Posted by Anonymous on 2008-05-22:
I think your one of thousands of other people that has had a unsatisfactory experience with Vonage. This website is loaded with complaints against them. And the BBB closed there account because they had so many complaints. This is a great website to get feedback from before you sign up with a company.
Posted by Anonymous on 2008-05-22:
Like Wally says you're not alone:


http://www.consumeraffairs.com/news04/2007/03/vonage_class_action.html

Class Action Charges Vonage Deceived Consumers, Case Disputes Vonage's "Money-Back Guarantee" and "30-Day Free Trial" Advertising Claims.

By Truman Lewis
ConsumerAffairs.Com

A consumer class action filed in U.S. District Court in California charges that Vonage, the nation's largest Internet telephone provider, misled consumers about the quality and reliability of its service and engaged in false advertising and deceptive business practices.

In the suit, plaintiff Kai Porter of Inglewood, California, alleges that she signed up for the Vonage service on November 18, 2006 and asked that her existing landline number be transferred to her new Vonage account.

When the service did not work as promised, Porter canceled within 30 days of activating her account, expecting to receive a full refund under the company's widely-advertised "Money-Back Guarantee." She learned on December 27 that Vonage had not closed her account and did not intend to honor the guarantee.

Vonage promotes its service as an alternative to traditional telephone service. It spent more than $500 million on advertising in 2005 and the first nine months of 2006, making it one of the largest advertisers on the Internet, the suit alleges.

In its advertising, the company promises "higher quality" but, in fact, the suit charges, the quality and reliability of the service is inferior to traditional telephone service, with problems ranging from dropped calls to service outages and equipment conflicts. "Vonage knows about these problems but conceals them from consumers," the suit alleges.

Porter also alleges that:

• Vonage touts its customer service when in fact, consumers trying to call for assistance encounter long hold times, hang ups, multiple transfers and representatives who merely read from scripts;

• Vonage advertises "no annual contracts" but invokes a 12-page "terms of service" when customers try to cancel;

• Vonage charges consumers who cancel within two years of account activation a "disconnect fee" of $39.99 -- in effect, an early-termination fee;

• Vonage drags its feet when processing cancellations and continues to charge consumers' credit cards in the meantime;

• Vonage advertises a "Money-Back Guarantee" and "One Month FREE," stating on its website, "There's no risk to trying Vonage service. Our hassle-free Money-Back Guarantee policy guarantees your satisfaction." Vonage's website states that a consumer is eligible for the Money-Back Guarantee if she cancels her service "within 30 days of account activation." But consumers who try to cancel the service within 30 days of beginning to use the VoIP service learn that Vonage does not consider the 30-day "free" period to begin when the customer is first able to use the service, but rather much earlier -- the moment the customer contacts Vonage to sign up for the VoIP service. At that time, the customer has not even received the equipment needed to use the service, which Vonage states it will ship "within 5 days."

• In addition, one of Vonage's key selling points is that consumers can keep their current telephone number (either landline or cell) when they switch to Vonage's VoIP service, but Vonage's website states that it will take "a minimum of 20 days" to transfer the telephone number. A Vonage consumer will thus have 10 days or less to evaluate the service and decide whether to cancel and attempt to invoke the Money-Back Guarantee.

• When Vonage determines that a consumer canceled after the 30-day Money-Back Guarantee period expired, Vonage penalizes the consumer by charging not only the activation fee and a monthly service fee, but the $39.99 disconnect fee as well. Vonage will also charge the consumer for the amount of any "instant rebate" she received on the cost of the equipment required to use the service, which can total $50 or more.

The lawsuit also charges that the mandatory arbitration clause in Vonage's terms of service is unconscionable and unenforceable and that Vonage's terms of service violate California's Consumers Legal Remedies Act.

The case seeks damages and reimbursement for all California consumers affected by Vonage's actions.

Representing Porter are attorneys Daniel Girard of Girard Gibbs LLP, San Francisco, and Richard Doherty of Horwitz, Horwitz & Associates, Chicago.
Posted by CrystalSword on 2008-05-22:
We got a Magic Jack that works through our computer...95% of the time calls are absolutely crystal clear. We have free long distance in USA and Canada, our initial outlay was $46.90 which they said they would not charge our debit card for a full 30 days, they have NOT....as per agreement.
Our 30 days isn't quite up yet. The $46.90 includes $20 for the jack, $6.95 shipping and handling, and the $19.95 for our first YEAR of service!

That's right folks, only $19.95 a YEAR for phone service. The only thing I found I didn't like was I need to use a corded phone instead of our cordless ones..no real biggie, I'll survive. You can also set up 911 service to it so you still have that and free 411 calls, voice mail, call forwarding, caller ID....really, what more do you need?

Check it out...go to www.magicjack.com and save a bundle....we're saving over $370 a year!!!
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Greed Greed
Posted by Chrl378 on 07/13/2012
REDDING, CALIFORNIA -- I 1 week ago connected to Vonage in thought of saving money, not thinking at the time of the stress I would endure through this company, The order process went well I guess when you want money that is when everything is in order, I did not understand a lot that was said however was told not to worry that I could use my land line with the service, they also let me keep my old number for Charter, I got the modem and connected trying to use my land phone and only got a message that I need to check my internet connection.

So I called them thanks to a neighbor letting me have use of a cell phone. I was then walked through form a lady on making sure that I had the right connection and told me to see if I could log onto CNN on the internet. I am disabled and under doctors care for medical issues. Cannot be without my phone service. I was told that the lady would get back to me in the morning to see if I had service. Seems to me I will be getting the run around here.
     
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Posted by trmn8r on 2012-07-13:
If you can't be without a phone, I would suggest the dependability of a land line (which you evidently dropped to get Vonage).

I assume you are connecting to the internet via cable, since you mentioned "Charter". Or perhaps you have what is called "dry loop" - a DSL connection via you land line copper wires. Either of those solutions means you no longer have a dial tone line. Your old line line phone connects through your computer to the internet.

Sounds to me like there is simply an issue getting it set up right. Good luck.
Posted by leet60 on 2012-07-13:
As a disabled person you may also be eligible for discounted basic phone services. You can find more information at www.californialifeline.com
Posted by JISCal2 on 2012-07-13:
Vonage is the last phone service you would want if you need reliable phone service. The connection to your internet service will often times drop and you wont know it till you pick up the phone to make a call.

Also,being disabled you should have also been made aware that Vonage's 911 service does not work the same as typical 911 services do. Another thing to take into consideration if you decide to stick with this company.
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Ask Vonage no questions, Vonage won't tell you lies
Posted by BornAtNight on 06/30/2009
LONG BEACH, CA -- My phone service & DSL service provider was Verizon.
I was enticed by Vonage commercials on TV, so I decided to give it a go.
When I called Vonage, I spoke with a very polite & informative Indian Woman, I remarked on the late hour,& they said they were on the other side of the world, so it wasn't night time at all. They unformed me of their no risk free trial, free shipping, free equipment,& free installation,(I installed it, let's HOPE they don't charge me for "installation!?"
But, Vonage DID require my Credit Card,(For security reasons, who knows? (Maybe they thought I was a crook, who might try to skip town with their million dollar (free) modem? Whatever!
So I gave them my credit card #. How could I lose? I had a free month just to try it out!
Vonage promises Call anywhere, Call anytime, talk as long as you want, for 1 low price.
I said COOOOOL!
Parameters were I would need to have DSL, which I did.
Great, I can tell Verizon to take a hike! They said "No, no." Please wait until the equipment comes, then call us, we will go from there. That way your line is active w/ your orig. phone #.Then Vonage takes over the line. Sneaky, Sneaky!!
While waiting for the unit to be shipped, I researched further.
I couldn't get a DIVORCE from Verizon Phone service, if I was with in bed with Verizon,
& doing the DSL deed.

Vonage should TELL people that; "If your
Phone Co. & DSL provider are one in the same, Vonage might not work for them. Vonage knows who Verizon is!! Vonage hires customer reps, that are not directed to insure new customers are informed, so they'll remain customers.


Luckily, I never even opened the Vonage box, I called & found out how & where to return the package. I thought it was over only to find out that Vonage has made charges against my credit card for "cancellation fee, additional pro rated fees. Oh my, my! I was so tired of this joke of a company, they told me that I was being charged a cancellation fee due to closing the account. Well guess what? DUH!! I never even opened up the darn BOX! I never received one second of anything from them!!! They charged me a one time $35.00 fee for account activation, & an additional $40.00 for cancellation. What I never activated JACK!!! It took me numerous phone calls, (10 to be exact), for me to get this mess resolved. They were charging me because I didn't activate their service. I did get the charges reversed, finally. But only because I told them I would go to the BBB, & the Federal Trade Commission.
     
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Posted by Soaring Consumer on 2009-06-30:
Vonage's contract states you can cancel within 30 days without penalty, so they should have never charged you anything in the first place.

Glad you got a resolution. Voted helpful.
Posted by lola03 on 2009-07-04:
vonage's contract states that there is a disconnection fee. but if you will check the money back guarantee part of their contract you will know that you will be able to get all charges reversed if acct canceled within the 3o day trial period, the disco fee was only a temporary charge and will be refunded once device was sent back. i read their terms.
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Truly impossible to cancel
Posted by Crystal12345 on 01/22/2008
LONDONDERRY, NEW HAMPSHIRE -- I am currently still on the line with Vonage, up to 66 minutes on hold already. This is the 5th TIME I've called to cancel service because they didn't tell me that they couldn't port my phone number over until I switched my internet provider?!

I called and the first 3 times, I was told that I wasn't calling during the hours I could cancel. I was told the hours were M-F 9-5. Then I called during the holiday season and was told that the cancellation department was not going to reopen until January 2. (I didn't call on a holiday, or the day before.) Then I was told that the department really is open until 8pm during the week after speaking to a supervisor.

Now on the 5th phone call, I'm ready for surgery after holding the phone in this position for so long with NO HUMAN CONTACT FOR AN HOUR!

This was the worst decision I ever made. Don't make the same mistake as I did!!!

     
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Posted by tnchuck100 on 2008-01-22:
Send them a written cancellation notice via certified mail/return receipt requested. Advise them they are no longer authorized to charge you. And that any further attempts a charging you will be treated as fraud.
Posted by Anonymous on 2008-01-22:
Vonage are just bottom feeders the way they rip people off and refuse to provide decent customer service.
Posted by Anonymous on 2008-01-22:
We feel your pain, Crystal. Vonage is an awful company. With any luck all of the lawsuits will cause them to bottom out financially and they will go out of business.
Posted by Anonymous on 2008-01-23:
Porting a phone number has nothing to do with who the ISP is.
Posted by Patrickef on 2013-12-22:
This company is a racket,I too had an account and cancelled the service at it's scheduled end,and ported my number to another service,paid all my bills only to receive a collection letter from an agency for 2 additional months I am now filing complaints with the FTC, FCC,and the Consumer Protection Agency,these are crooks if anyone out there knows how I can file a criminal charge against the CEO of this place ,please let me know.
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Vonage Sucks, and Here is Why
Posted by OccultPizza on 04/24/2006
I ordered the Vonage VoIP system on March 16th. I was told by the sales-person that it would take 14-20 days before my cellphone number (Cricket) would transfer over so I wouldn't have to change numbers.

I waited 14 days and then called them. It was hard enough to find someone who didn't speak Indian or eubonics that could make any sense of what I was saying and visa versa. Finally I got a case number and was told it could take up to 20 business days, so I waited six more business days.

I wait over 25 business days and called them back. First I got a very rude female who would not help fix the problem at all. She was rude and defiant and probably shouldn't even be in that business. I wanted to talk to the supervisor, so they put me on hold for 10 minutes thinking I would just get angry, but I stayed on.

The problem was that my cell phone carrier had not sent them some FOC date. Like I give a hoot what their problem is they promised me something and broke their promise, so now my cell phone company wants their $50. Well I shouldn't have to pay it because it should have been transferred and shut off, so Vonage told me that my number had to remain active to stay on, so I am out $50 bucks and they gave me my free month with a phone I couldn't @W#E$@#$ use! They tell me they will credit me and put me through to someone who never answered after 15 minute, so I hung up. I am done with them and I have already found a lawyer and will be filing suit, so anyone who wants on the bandwagon and has been lied to by Vonage about their number transfer times please feel free to contact me about information in attain losses by Vonage. Now on to the rest of the story.

My wife who works for SAFECO and is a Customer Service Specialist gets on the phone and literally gets into a fight with the person on the phone because the first person that hung up on her told her they would credit us, then wrote a derogatory message in their not box, so he has already told us that he can credit us and that the manage will call us within 20 minutes. We never hear from them again.

Then my wife gets the guy Rajaijm or some Indian guy who can't even speak good English. He tells my wife that they are not allowed to give credit.

Now I know there are a lot of cheap call centers like ICT, CCI, etc. Everyone there hates their job, the hours suck and so does the pay! These people just want the least amount of conflict, get their paychecks, and get out. It would be in Vonage's best interest to first get a quality call center that is going to respect your customers as a person. The millions you lose will definitely cover the losses you will soon be taking in lawsuits and market value.

Thanks for making my experience one of the most heinous that I have ever had with a corporation. I hope you get bought out by Comcast!

And over 30 business days later my phone number is still not transferred.
     
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Posted by bill on 2006-04-25:
You found a lawyer who is going to sue them for $50.00?
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Vonage and Fraud
Posted by RolandoEpstein on 04/09/2006
MIAMI, FLORIDA -- I live in Miami and I subscribed to Vonage in mid December and I ported my number from Bell South.

I bought the proper equipment and begin using the service with very irregular results.
Sometimes it will work properly, sometimes it will work poorly and some times it will be impossible to understand each other on the line.

I spent a lot ( over 30 minutes, with many attempts aborted after waiting 10 or more minutes) of time trying to reach the person to solve this. Finally after reaching somebody in the technical department, they asked me about my bandwidth and other technical stuff ( that I was not asked before subscribing) and they told me that they had solved the problem from their end and that everything would be OK now.

But guess what ? It was not, it was as irregular as usual. I went to the whole process for the second time (also with many aborted attempts after waiting an unacceptable amount of time ). They promised now that THIS TIME they had solve the problem.

But guess what ? Yes, it was still the same.

I called and went to the long and tortuous process of contacting them ( don't get fooled for the prompt response you get when you want to subscribe, this will not happen ever again once they have you !!) for the third time.

This time I said that I wanted to cancel the service ( that was the first day of my billing period and I had been charged that same day ) and to apply for the reimbursement of the money I had paid for the now useless equipment.

I was asked to hold on and after a few minutes this person, Mr. Peyton, told me that my service had been already terminated at my request. I asked what that meant and he said that they had disconnected my phone. I asked to be reconnected until I could get my previous supplier. I was told that that was not possibly and he left me without a phone in a household of 5 with three minors.

They refused to reimburse me for the equipment because more than a month had gone by ( I had been with them for about three months ), that they neither would give me my money back for that month because the did not prorate their bills ( meaning that I would pay 30 days having used only one day of (dis) service. To make things worse a few minutes later I got a mail from these thieves indicating that hey had debited my credit card for $ 39,99 for terminating the service.

Finally and to make things really worse, they kept my phone number that I had had for many years and now I have to inform of the change. They also refused to put a recording when somebody calls my number, thus, when I get a call from a bank, credit card or any business call they will think that I run away or something.

I tried to bring them to Small Claims but to my surprise they do not have a registered agent in Florida and then there's nobody you can serve with the summons.
Is that legal ? What protection do we have against this type of abuse ?
Is somebody out there that wants to file a Class Action ?

Please contact me at rolando@newyork.com

Thanks
Rolando Epstein
     
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Posted by Dirtydave on 2006-04-11:
That's odd. I've had Vonage for well over a year and it works great. Also my contract with them is month to month. I have to agree with Vonage the problem might be with your band width (the speed of your internet connection, think of it like water pressure in your house, the more things running the less pressure) also if you are downloading a large file or have other computers connected to the internet while on the phone it can cause distortion as it will reduce you band width.
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Does not stand behind product
Posted by on 03/14/2006
CHICAGO, ILLINOIS -- We've been a Vonage customer for over 1 year now. Up until now we have been pretty satisfied. Recently our phone stopped working. After wading through their customer service phone maze I finally got to speak with a rep. We went through the standard steps to try and get our service working again. No luck. It was determined our Vonage modem is defective. Okay, so I asked when they could send me another one. I was then told I would need to go to a local store and buy my own! I asked for clarification.... I did not think that my service/modem should be my expense. On top of that, I felt the device should have worked for longer than 1 year. I was informed the Vonage modems have a 30 day warranty. Wow, way to stand behind your service and products.

When I told them I would be cancelling my service since it is cheaper for me to go with a new company than purchase a new modem, I was told there is nothing they can do, and I was welcome to cancel.

So be it Vonage! I'm sure your heard the old saying that it costs twice as much to get a new customer than keep an existing. Well good luck paying twice as much to replace me as a customer!
     
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Posted by Anonymous on 2006-03-14:
Bummer. I've had VONAGE for about a year now, a few connection issues initially, but overall we're very satisfied. So you gotta go drop 30-odd bucks for a new "router," not a "modem." Big Deal! The savings overall is very well worth the hassle. PLUS, the benefit is that you're not paying the robber phone companies who've had you by the short-hairs since birth!
Posted by tander on 2006-03-14:
I keep hearing about this Vonage, can anyone get it, and you can get internet connections with it?
Posted by Anonymous on 2006-03-15:
Tander, VONAGE is a "digital phone" service that works over your CABLE modem connect. I do have a friend though who was able to hook it up to his household network and connects through DSL. Go to vonage.com for details.
Posted by dsmith68 on 2006-03-15:
There are many others too.. I use VoicePulse. They have a good plan for 14.99.. free local and 200 long distance minutes. However, the local calls cover most of the state, ie, most of the surrounding area codes. www.voicepulse.com
Posted by Sparticus on 2006-03-20:
Well things have worked out for the better after all! After visiting a local Circuit City to see about getting a new Vonage modem, I discovered they are basically free after rebate! Not sure why the customer service rep didn't tell me this, but I ended up buying one and now still have my service...
Posted by awsum on 2008-08-03:
I had the same experience with the modem. Historically Vonage service has been bad and now it has apparently been outsourced to Taiwan by India. I am canceling my Vonage service tomorrow because they have changed their policy regarding the modem. I have a second Vonage line that I will also be canceling as a result of this policy change. Overall it will cost Vonage at least 100 buck a month.

The basic phone service is good, no question. The customer service is terrible and getting worse. I'd rather pay for a hard line than deal with Vonage.
Posted by Anonymous on 2008-08-03:
Awsum, see if your local cable company offers VoIP services. They are very competitive these days as they are cleaning Vonage's clock along with Magic jack. Put a fork in Vonage's rear they are cooked.

"Historically Vonage service has been bad and now it has apparently been outsourced to Taiwan by India".

That should be a huge red flag to everyone. Simple modem to plug in but if the service is bad and you get a crappy modem not much you can do about it. Tech savvy consumers are leaving Vonage daily.

My shadow should be along any minute now rambling his nonsense.
Posted by Anonymous on 2008-08-03:
Vonage isn't the only company/service to be outsourced to India. Overall it's a great service if you know how to hook it up and are a bit tech savvy. Clearly it isn't for those with no trouble shooting skills or patience. But considering the overall cost savings, in my book it's pretty hard to beat.
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You Can't Win with Vonage
Posted by Mariebaby149 on 08/14/2008
POOLER, GEORGIA -- I decided to cancel my Vonage account on 8/14/08. What a hell! their CSR's are so rude, almost like talking to a wall at times and they have no clue what their job description means, unless that part was left blank by Vonage. Something I have noticed about Vonage since my 2 1/2 hour hell with them.

1. They will never let you speak to a supervisor.
after asking the CSR 20 times to let me speak with a supervisor, she put me on hold and them came back saying "All supervisor's are in a meeting".

2. They will automatically get in your checking, credit card account and STEAL money from you.

3. Apparently, Vonage does not have a SET FEE for cancellation because every single complaint I have read has different fees ranging from $75-$199.

4. Even after you cancel, Vonage seems to keep STEALING money from people by taking unauthorized debits from people's accounts.

So what do we as consumer's do to stop such a hellish company as Vonage? I don't know besides, what I am doing now. But I can recommend everyone to write to their local news about their ordeal with Vonage, Speak out! Let's really put a dent into this so called, Save You Money Company.

     
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Posted by Anonymous on 2008-08-14:
I had a similar experience with Vonage. What we as consumers can do is learn and spread the word about Vonage and know that in the future we NEVER give credit card or checking account information to ANY company to be auto debited. Vonage is in a downward spiral. Eventually they will implode and self destruct.
Posted by Kirsti64 on 2009-01-29:
After all is said and Done I filed a complaint with the BBB and The attorney general and Internet Fraud and Guess what? Vonage gave me a full refund! Yeah the consumer wins! I cant believe the hassel I had to go through to get my money back! I think someone else posted "VONAGE COUNTS ON THE CONSUMER TO GIVE UP" I think that is how they make thier money! I have read all the other posts and agree with most and had the same problems. They will not transfer you to a supervisor. They are rude! There was one person at vonage that attempted to assist me but as soon as I was transfered I was screwed! Vonage Sucks!
Posted by BokiBean on 2009-01-29:
Full refund! Yay!!!!! Good on ya.
Posted by PARKER, COLORADO on 2013-09-24:
I was a customer of Vonage for over 5 years. I wasn't using the service for several months and decided to cancel. After 40 minutes of trying to sell me a service I WAS NOT going to use, the "customer service" representative stated that I would not get a refund for the amount that I still had credited to my account. She told me to look at the "contract" for clarification. It's extremely unfortunate that, after being a "loyal" (as they would put it) customer for over 5 years, they couldn't at least reward my "loyalty" with a simple refund.

Though I know I will not get the refund, this review is just to WARN those that want to cancel and/or are looking to start service. There are plenty of CHEAPER services out there that will give you the same (if not better) deal.

Thanks.
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Leaving My Ex-wife Was Easier Than Leaving Vonage
Posted by Martyindiana on 01/02/2008
FORT WAYNE, INDIANA -- HARK!!****Please Read*****The stories on here all seem very similar so I won't waste your time with specifics........ Cancelled my service 5 months ago and have been billed every month since. Let me tell you.... I have to pay Vonage its propers.... I have NEVER encountered a customer service staff more expertly trained at FRAUD, than those that I've dealt with at Vonage. Endless hold times, Out-right refusal to transfer you to a manager, admits to over-charge and refuses to credit my account.

There is hope...... every Vonage account requires a credit, debit, or checking draft agreement. I filed a dispute with my bank for 6 months of Vonage related charges. After a half hour of dealing with Vonage, my bank customer service team agreed that this is out-right fraud and gave me my money back. These charges can be recovered for up to 6 months of past billing.
     
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Posted by Anonymous on 2008-01-02:
Well were happy to see someone win one on the Vonage front. With the new round of patent law suits Vonage will be needing every dime they can get so expect more of this type of behavior from them. Thanks for the update.
Posted by MRM on 2008-01-02:
Women these days want everything. They're always trying to keep up with the Jones. I tell ya what...
Posted by Anonymous on 2008-01-02:
It is hard to believe a company doing business can get away with such blatant disregard for their customers. Vonage executives cannot plead ignorance to the issue because it has been going on for years as noted with FCC and Better Business Bureau complaints. I hate that you and others have had to experience what I went through, but it is no surprise that I am not alone in despising this companies business tactics.
Posted by Anonymous on 2008-01-02:
I have Vonage, and it rocks!
Posted by Principissa on 2008-01-02:
My dad and step mom also feel your pain. They canceled services a month ago in writing and over the phone, their contract expired last week, and Vonage went ahead and renewed it instead of canceling it and are now trying to stick them with an early termination fee. So if you guys have any advice I can pass onto them I would appreciate it.
Posted by Anonymous on 2008-01-02:
Principissa, when I had trouble with Vonage I contacted the Better Business Bureau in Trenton, New Jersey. Have your dad and step mom file an online complaint with the BBB. They can then forward any written documentation they have. This process worked for me (took about two weeks)and they were able to get the early termination fee waived. I hope they are able to get their issue resolved quickly.
Posted by Anonymous on 2008-01-02:
Well here is a bit of good news:

Vonage and Nortel Settle Patent Suit Without Payments, Agree to Cross-License Technology

JERSEY CITY, N.J. (AP) -- Vonage Holdings Inc. and Nortel Networks Corp. have settled their patent litigation, allowing for cross-licensing of the telecom companies' technology. The agreement does not call for any payments by either company.

Maybe things will get a little better at Vonage now and my Vonage stock will get out of the toilet.
Posted by Anonymous on 2008-01-02:
Super, playing the stock market is a lot like gambling - you gotta take the good with the bad.
Posted by Anonymous on 2008-01-02:
Pirate, I really don't need any advice on gambling and the stock market. I have done very well with both this year. About 15% of my stocks did not perform, Vonage was in the 15%. I will hold onto it in the hope they get some new management and make a company out of the mess now. Thank you your concern though.
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Unwanted connection made without authorization
Posted by Piker on 12/06/2007
LINCOLN, CALIFORNIA -- Ahhhhh . . I finally found a company that had reasonable calling rates and it would be so simple to connect.

That was a fantasy that turned into a nightmare.

I called Vonage to check out the rates and what it would take to connect to Vonage, gave them my company information and the numbers I wanted to have changed. After approximately 30 minutes on the phone with a lot of repetitive questions I decided that Vonage was not for me.

I notified Vonage that I was not interested, however, low and behold they informed me that the equipment was sent and that the numbers now belonged to Vonage and I could not change since they had already made the connection for one of the numbers (which happened to be my main business line).

After spending two days on the phone with some where near 7 representatives, no one could understand what I was trying to do. To just cancel and return the number back to where it originally was.

It is now 14 days later and I am still with Vonage on this one line. A line I never authorized them to change.

During this period of time I have received 38 e.mails requesting me to sign the forms, I have received 4 boxes so they can connect to my Cable, no calls back to verify anything, a bill for $295,00, without a phone number to call to correct it and a telephone line that does not work.

     
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Posted by Anonymous on 2007-12-06:
I kinda the Vonage self-appointed-expert here, and I must say I can't believe they ported your number without your signature and/or permission. My service works great, but I've heard (repeatedly) that their customer service is lacking.
Posted by Piker on 2007-12-06:
Thanks for your inquiry . . I have reported them to the FCC . . am at wits end.
Posted by Anonymous on 2007-12-07:
I agree with the Pirate. It's hard to believe that Vonage ported the number so quickly.
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