[X]
Feedburner count

Vonage - Page 3

Star Half star Empty star Empty star Empty star
391 Reviews & Complaints
www.vonage.com

Most Popular | Newest | More Options >
More filter options:
It's easier to get out of the Mafia
Posted by Mrsmaltz on 12/02/2007
I contacted Vonage when I moved to terminate so that I could sign up with a great triple play package. The customer rep said, "which phone company are you switching to?" I could see this would be a problem. I said I moved in with someone and there is already a phone here so please disconnect. She continued to ask me more personal questions and continued to hard sell, not listening to my needs. She then started crunching numbers, my blood was boiling. I said I wanted to speak to her manager, her reply..I don't have a manager. I asked for her name and number, she suddenly didn't have a direct phone line. I was then told my contract was up Dec 2. It was only Oct

She said I could save money and pay 4.99 to have a forwarding call service for a couple of months. Like an idiot I agreed and the bills were actually 10.99/mos. I called back the end of Nov. I told them not to bill me because I was cancelling for Dec 2 contract. They told me I would have to pay 40 in termination fees. I again asked for a Manager or supervisor, rep couldn't give me a name. The rep then said, Ms. What month are we in? I replied, you did not just ask me this question. She was patronizing and belittling me as if I didn't know what month we were in and when my contract was up. I asked her to specifically tell me when to call to cancel without fees. She stuttered and said call back on your contract date.

Today was the day my third attempt to cancel. How convenient, there are no account managers in. She refused to give me a last name and an extension or a supervisors name to call back. I don't know if these reps are outsourced but they suck. I think a large corporation like Vonage needs to restructure their customer service. I am sure there is something illegal about this and they need to close shop. I will never tell anyone to join Vonage.
     
Read 14 RepliesAdd reply

User Replies:Close comments

Posted by Anonymous on 2007-12-02:
they have to pay of a 120 million dollar judgment there stock is down to almost zilch so from going bankrupt they will do what ever it takes to keep getting money from there customers if that means sacrificing customer service then so be it.
Posted by Anonymous on 2007-12-02:
Mrsmaltz, you have fallen into Vonage He11. Everything Wally says is true. Vonage is cooked, put a fork in them.
Posted by tnchuck100 on 2007-12-02:
The pain shouldn't last much longer. Their stock has gone from $13.00 in May '06 to $2.11 at close Friday. We are now waiting for the fat lady to sing.
Posted by Anonymous on 2007-12-02:
I'm pretty satisfied with their service, and I daresay they'll be around for some time to come.
Posted by DebtorBasher on 2007-12-02:
"easier to get out of the Mafia"...what kind of slur is that? Why not say, "It's easier to take watermelon from a black man?...Same thing...!!!! I would seriously consider a new title for your review.
Posted by Anonymous on 2007-12-02:
DB, are you in the Mob?
Posted by DebtorBasher on 2007-12-02:
Those who are, doesn't talk about it. I don't want to talk about it.
Posted by Anonymous on 2007-12-02:
Lid's:

#28. You relate on some level, admit it, to the Godfather and the Sopranos.
Posted by Anonymous on 2007-12-02:
OK, I have to take the trash out, anything you need me to get rid of?
Posted by DebtorBasher on 2007-12-02:
Your Cats!
Posted by Anonymous on 2007-12-02:
Italian's don't take trash out. They own the disposal company.
Posted by DebtorBasher on 2007-12-02:
And the cement company...and the funeral home...and the deli (be careful what kind of meat you buy).
Posted by Anonymous on 2007-12-02:
Why do Italians hate Jehovah's Witnesses?
.
.
.
.
Because Italians hate all witnesses.
Posted by JnEjewelry on 2008-01-09:
Good post, but one thing i can back the customer service rep on is by not giving you his or her last name. At my job i get asked for my last name over the phone ALLLLLL the time and i say NO, i dont know these people like that, you can have my first name but a last name is way too personal
Close commentsAdd reply


Fraudulent Company--Stay Away
Posted by WMUstudent on 06/09/2006
MT. MORRIS, MICHIGAN -- I canceled my Vonage account on 6-7-06. I have proof of this. On 6-8-06, Vonage called me to confirm cancelation. On 6-8-06, I tried to call the representative back when I got home in the evening, but the line was repeatedly busy. On 6-9-06, I called the representative, and she said charges were added to my account that day--6-9-06. She said they billed my card on 6-9-06 for one month in advance. She claimed she could not take those charges off. The problem is that I canceled it a couple days prior. The second problem is that she admitted it was a bill for one month in advance, so I never received that month they are billing me for.

They also put a "disconnection fee" on my account because I canceled it within 12 months. I told the representative that when I first called to connect the service, I was told there was no lengthy contract. The representative then said, "Well, there was no contract." So, they are charging me an early termination fee even though they told me there wouldn't be one.

Furthermore, I have having many issues with my Vonage account. If anything, they should be crediting me for the 6 months I had their service. The parties on the other end of the call were always complaining about bad quality. Plus, when I would call my voicemail, it would often take it 1-2 minutes before it would come on and ask for my password. Lastly, the bill went up a couple months ago without my approval. It's not worth the amount they were charging me, let alone having me pay even more.

Obviously this fraudulent company should be investigated. I refuse the pay these made-up charges they are trying to stick me with. They won't get a dime from me.

If you have a complaint against Vonage, file a few complaints, http://www.walklightly.org/vonage.htm

UPDATE:

Vonage credited my account on 6-19-06 after a lot of fighting. Here is their e-mail to me:

From: "Rennard Snowden"
Date: Mon, Jun 19, 2006 10:52 am
To: me

Hello Mr. McMullin:

I spoke with my agent last week and told her to issue credit for the final two invoices you received. This in effect, brings your account balance to zero dollars and essentially terminates your service with Vonage. The total amount issued to offset your previous balance was $69.39. If you need additional information, or have questions regarding your termination, please feel free to contact me.

Thank you

Sincerely,

Rennard Snowden
Executive Response Team Supervisor
VONAGE | 23 Main Street | Holmdel, NJ 07733
T: 888-580-4020
E: Rennard.Snowden@vonage.com
W: www.vonage.com

     
Read 5 RepliesAdd reply

User Replies:Close comments

Posted by Doc J on 2006-06-09:
Yeah, all of my bills keep going up without my approval too. A real annoyance, that. I'm sure the issues you raise were addressed in the "terms and conditions" of service? What a salesperson "says" and what is written are two different things. The latter always applies. Perhaps I'm dim, but you cancelled on 7 JUN, they attempted confirmation on 8 JUN. You could not get through until 9 JUN. I hope you can document this, as it's crucial to your position in withholding part of the payment due. I foresee some interesting collections calls coming your way.
Posted by dmjar863 on 2006-06-09:
Jayd- No really a mistake on his part, he was lied to. It has gotten that you can not belive anyone anymore. Over the phone or in person. I never buy or sign anything without reading all the mice type on those things and check out the companies on sites like MY3Cents.
Posted by puregenius on 2006-06-18:
The disconnection fee is and equipment fee. You should have been told that if you cancel within 12 months, you have to pay for the router.
Posted by WMUstudent on 2006-06-24:
Actually Puregenious, I paid for my own router.
Posted by paulie59 on 2006-07-29:
jayd- you genuis- IT WASALL YOUR FAULT- shut up and get with the program -not everybody is in the same boat here and i am betting you have not a clue as what the individuals problem really is.
there is a supportive site for you and its called ----------
Close commentsAdd reply

VONAGE STINKS
Posted by TSchombert on 06/01/2006
KILLEEN, TEXAS -- On May 30th, 2006; I received a Vonage promotional flyer in the mail and signed up for their 6 month 19.99 plan. On May 31st, 2006, I found my account debited $101.96 for services not received at all and a far cry from the $total amount quoted to me during sign-up of $45.00 total for the service with (2) lines. After (6) phone calls to India and then being scolded about my demeanor, language, and attitude, I was hung up on when asking for a supervisor. I finally got a supervisor after trying hard to be nice. Now talking to someone "American" and in the United States, I was able to plead my case with extreme prejudice and issue a cancellation of all services and transfers even after I was told my card was not charged at all, yet I have email documentation, bank documentation and confirmation numbers from my bank stating they "DID in fact" charge the account $101. 96. Still with no service at all, no devices, and a really pissed off attitude now, I have informed the Vonage company that I will write every news outlet possible, contact the FBI, BBB, Federal Trade Commission, and I will fly to New Jersey to pay a visit to the company to see if they are actually real. Over all, this company has some very bad business and accounting practices and loves to tap dance around a great number of issues before fixing the problem. As you can see, I haven't even been a customer for "22 hours yet" and I am already cancelling and "VERY ANGRY!"
     
Read 8 RepliesAdd reply

User Replies:Close comments

Posted by Sparticus on 2006-06-01:
Sorry to hear about your experience. It seems it is becoming quite common for Vonage to charge before the service is even active. The overseas support is also disheartening. When I signed up over a year ago, it took a long time for our number to transfer, but after that we had pretty good service. I would give them a few more days to get you up and running before cancelling. The money you save may be worth it. Good luck!
Posted by Dirtydave on 2006-06-01:
I have used Vonage for about two years and had no issues, sorry to hear you are having such a bad experience with them. I agree, it seems that India is the land of customer support these days, but that seems to hold true for just about all companies these days.
Posted by Anonymous on 2006-06-01:
I've had success with my vonage.
Posted by maineshoegal on 2006-06-01:
I DON'T WANT TO BE A VONAGE CUSTOMER. Happy to know there are others as unhappy as I am. Signed up 5/24/06 was told there was NO set-up/installation fee, or charge for the modem or shipping charge. Was also told I could use my existing #. Less than 24 hours later there is a fee of 54.99 debited from my checking account. Called "customer care" (yes in India), could hardly understand the rep. gave him my phone #, he couldn't find it, went thru name/address, etc. Oh here is your #, not the same # I currently was using mind you. He explained that the original ordering rep was incorrect about being able to use my existing # because of where I live. Also explained the "shipping" fee and the "installation" fee I incurred. Decided then and there to cancel my service. Was given a different # to call for cancellations, called and found the hold time to be upwards of 45 minutes. OK 5 days later, and probably 25 calls, I have repeatedly put my phone on speaker, and have held up to 1 1/2 hours with no one picking up the call. I am able to get right thru to someone when I call the sales #, however, which I have done now 4 times today. I explain, yet again, my situation and ask for a supervisor, I supposedly get transferred, but I hold and hold and hold. I call back, I go thru the same conversation, this time they offer me a second line for free, I politely say no thank you, they ask again why I want to cancel,I am promised my wait time for a superwiser will be less than 5 minutes........phone on speaker again, and another 30-40 minutes with no pick-up. I tried another # I found on another unhappy vonage customer site, held for 22 minutes, spoke with an English speaking rep, provided her with all the same info, only to have her explain, she was unable help me, that I needed to call the 800# I had, available to me 24 hours a day, and the best time to call is between 1am-4am when the wait times are less. YOU'VE GOT TO BE FRIGGIN KIDDING I MUST HAVE SHOUTED, as she said there was no reason to be rude, and hung up on me. I just want my money back, I want to return the un-opened modem, I don't want to be a Vonage customer. Any suggestions? I have registered a complaint with The Attorney Generals office as well as a consumer hotline source in Maine.
Posted by SMat on 2006-06-01:
I found Vonage frustrating and hard to communicate with. Once I has service they totally ignored any complaint or issue I had with the company. They do not listen to customers. They are arrogant. They are poorly managed. I cancelled my service out of frustration after 6 months.
Posted by Anonymous on 2006-06-01:
Never use debits or cc, pay by check.
Posted by beanbagbritches on 2006-06-06:
Uh, you're an American & your spelling is that atrocious? Try spell-check the next time you try to type out a serious letter. You really just made it less readable & easier to ignore.
Posted by puregenius on 2006-06-18:
I set up Vonage as a secondary/fax line. I would never consider it or any other VoIP service as a primary line. It was apparent from the advertisements that they are deceptive. Technically the service has worked very well. There customer service on the hand leaves everything to desired.
Close commentsAdd reply

Illegal practices by Vonage by false advertisement on Unlimited Plans
Posted by Pratimohini on 11/10/2010
Suddenly after a year of service I started getting emails from Vonage that my usage of phone is out of normal usage guidelines and that I should limit the outgoing international calls to less than 3000 min/mo. I replied them twice trying to explain them I have unlimited plan. I keep getting canned answers so next day I called customer support. Funny thing is the lady on the phone got confused why I I even got the email stating that. Herself and her fellow agents were surprised.

Next minute she talks to her supervisor and changes the story and trying to convince me that I was confused. I also talked to the supervisor but the same story. Vonage people won't even listen. In the end the supervisor says to me rudely that its their Terms of Service, if I don't agree then I should disconnect. My point to VONAGE geniuses is that where in the terms of service does it say that Unlimited == 3000 minutes. I agree with terms of service but 3000 minutes limit is no where written in that contract. I have been getting a email or two per day and a stupid voice mail saying the same thing. I got fed up and finally filed a formal complaint against Vonage to FCC. I think all the Vonage customers should do this. Its easy and you can submit form online too. If FCC gets enough complaints probably they will do something about it. If anybody knows somebody in news industry they should definitely send this fraud story to media.

To start with its false advertisement and illegal what Vonage is doing. After all this I get on with their agent online to Chat with them to find out if he will give me disclaimer about "Unlimited". But he didn't. Even after probing him with questions such as "Is unlimited really mean I can talk without any limit to India? Or there is a limit?" and the guy kept saying really its unlimited.

As Customers or ex customers of Vonage we need to make this company sorry for the way they are cheating American People. We deserve better than this!!!
     
Read 3 RepliesAdd reply

User Replies:Close comments

Posted by nauk on 2011-02-18:
Hi there
I totally understand your frustration, I had almost the same problems, really what a waste of time. thanks for sharing. I found another small company that has been doing great! i really love the way they treat me and how much they want to earn your business. Cheaper than Vonage BTW. take a look! www.eplines.com
Posted by Former Customer on 2011-08-11:
Vonage is totally decitful company, they advertise for unlimited internation calls to 40 countries which has to less than 3000 minutes. I have being a customer for 2 years and now today finally disconnected the vonage service because they put me on higher rate plan, I was exceeded 3000 minutes. If you feel that this is a false statement from other voip service provider then you are in illusion, I was an actual customer of vonage and after 2yrs I understand how I was wasting my money 3000 minutes for $35.
Posted by FVC on 2011-08-11:
I had the same situation today august 10 2011 and filed a complaint with FCC.
Close commentsAdd reply


Early Termination Fee When Paid In Full
Posted by Seanmaji on 10/18/2010
HOLMDEL, NEW JERSEY -- I too signed up with Vonage on Oct 20, 2008.

My contract expires on Oct 20, 2010. My account is paid in full. I called to disconnect the service on October 16, and was told that I would be charged $42.90. I was asked to call back on the 20th. I know by the time I call on the 20th, my card would be charged for the following month.

I spoke to a supervisor at Vonage and after some argument, I told him to cancel the phone immediately. Sure enough they charged my card $42.90 within seconds and sent a confirmation email.

I disputed the charge with American Express and within a day I was issued a full refund. I was told my American Express customer service that they have a deal with Vonage that any disputes would be refunded immediately. Folks, take advantage of this. Only a handful of people would write, dispute or complain. Vonage is making millions this way.

In addition to disputing the charge with my credit card, I also did the following:

1. Filed a complain with the Better Business Bureau. You can submit a complaint online.
http://www.bbb.org/

2. Filed a complain with Federal Communications Commission (FCC). You can efile your complaints as well
http://www.fcc.gov/

3. Complained to the Attorney General of my state in hopes that a class action suit is brought. Do a google search for your state's attorney general's address and this information would be available easily.

In addition to the above, don't forget to write your 3 cents on every forum you can find.
     
Read 2 RepliesAdd reply

User Replies:Close comments

Posted by chemman on 2010-10-19:
Sorry to hear you have had to go through this, it makes me nervous. I have had Vonage for over six years now and never had any issues with them. I am getting ready to cancel and hope I don't have to deal with all the issues I have seen on here. I have always had great service, but the price kept creeping up and it is just not worth it to me anymore because I rarely use my home phone. I am going with Ooma now, no monthly fees to call anywhere in the US, only have to pay the local state taxes.
Posted by MRM on 2010-10-19:
Chemman, long time, no see! Its great to see your comment!
Close commentsAdd reply

Liars --- Unlimited Calling Plan - If You Use The Service A Lot, They Threaten You
Posted by VonageLiars on 02/25/2010
Vonage liars signed me up for unlimited plan. When my wife and I started calling our relatives a lot, Vonage said, the industry standard for unlimited calling is 500 minutes a month (500 minutes a month, yeah right!), but we allow 5000 minutes. If you ever exceed that, we'll double your billing and start charging you per minute. VONAGE ARE A BUNCH OF LIARS AND CHEATS. DO NOT SIGN UP FOR THEIR SERVICE. It was a "not-profit-making-company" until last year. Just let them fail and go out of business. The liars. Below is their notice. If you try to call them (at the number they've provided) they never pick up the phone. Instead they'll ask you to leave a voicemail, and send more nasty emails to you.


Thank you for using Vonage as your Internet telephony provider.

As the industry leader in VoIP technology, we are constantly working to provide you with service that exceeds your expectations. In order to offer the most competitive rates to all our customers, Vonage conducts routine reviews of call activity to ensure that all accounts are on the appropriate plan for our customerb

After a careful review of your account, we have determined that the pattern of usage on your line 1-(555)-555-5555 is indicative of usage consistent with our Small Business plan. I apologize if there was any confusion upon creating your account and selecting the right plan for you when you joined Vonage.

Please contact me either by replying to this email or calling 1-(866)-254-3704 (Monday to Friday 9:00am to 5:00pm EST) within 72 business hours so that we may discuss your rate plan. If no response is received, your account may face suspension or an automatic upgrade to the Small Business Unlimited Rate Plan at the rate of $49.99/month plus tax.

For more information, please review the following Terms of Service:

5.4 Inconsistent with Normal Use.
If you use the service or the device in a way that is inconsistent with the normal use for your service or plan, you will be required, at Vonage's sole discretion, to pay the rates for the service or plan that would apply to the way you used the service or device, or terminate the plan. For example, if you subscribe to one of our residential service plans, and your usage is inconsistent with normal residential use, you may thereafter be required to pay our applicable, higher rates for commercial service for all periods in which your use of our service or the device was inconsistent with normal residential use. Unlimited voice services are provided primarily for continuous live dialog between two individuals. Lack of continuous dialog activity, unusual call patterns, excessive numbers and/or consistent excessive usage will be considered indicators that use may be inconsistent with normal use, or that impermissible use may be occurring and may trigger an account review or furth

er action by us. Failure to contact Vonage in response to its notifications and/or failure to promptly correct usage activity to conform to normal use will result, in Vonage's sole discretion, in immediate mandatory transfer to another appropriate plan, suspension or termination of service. You acknowledge that if your service is terminated under this provision, you are subject to all applicable disconnection and device or other rebate recovery charges. Vonage's right to terminate your account under Section 6.5(b) (with or no reason) is not limited by this provision. For a non-exhaustive list of examples of uses of our service inconsistent with normal residential use, click here.
b
b
The use of the service by others who do not reside in your personal residence primarily by reason of its unlimited feature

If you have any questions, please reply to this email or call 1-(866)-254-3704.

Sincerely,

John Doe
Vonage Usage Department
Revenue Operations
1-(866)-254-3704
     
Read 22 RepliesAdd reply

User Replies:Close comments

Posted by msnanny on 2010-02-25:
You're using more than 5,000 minutes per month to call your family?
Posted by PepperElf on 2010-02-25:
o my god 5000 minutes of usage?

well i was going to suggest a voip but apparently that's what you're using.

i would suggest trying skype or AIM - you can do voice chat for free on either with unlimited minutes.

for the AIM you'd have to be on the computer but for skype, if both are using skype it's free, no monthly billing etc.
Posted by Anonymous on 2010-02-25:
This is right from the Vonage site:

"
Vonage World: $24.99/month

* Unlimited local and long distance in the U.S. and Puerto Rico
* FREE unlimited landline calls to all cities and locations in more than 60 other countries**, including India, Mexico and Canada
* FREE unlimited in network calling anywhere around the world
* 25+ amazing calling features included like readable voicemail§ Caller ID, Call Waiting and Anonymous Call Block.
* Switch to Vonage and keep your existing phone number"

It really pisses me off when a company in their offer state "Unlimited local and long distance" but buried somewhere in the contract or terms of service is a weasel clause that negates the offer. I wish they would just be honest in the advertising. - "Unlimited local and long distance so long as we VONAGE don't find it excessive". Really, is that hard for these companies today to be forthright and honest?
Posted by Anonymous on 2010-02-25:
Unlimited should mean exactly that... unlimited. The phone plan is stated unlimited... but you're only allowed up to 5,000 minutes (about 83 hours) of talk time. That's not unlimited... that's limiting it to just that amount.
I might find 5,000 minutes excessive because I just simply don't talk to too many people via the phone; but, who are they to judge what's excessive or not?
If they're doing around that monthly, then it shouldn't be deemed "excessive." Sounds like the normal for them.
Posted by PepperElf on 2010-02-25:
though to be honest, the week only contains 10,080 minutes.

the thought of being on the phone for OVER 12 hours a day, 7 days a week... somewhat boggles me.


but that's why i suggested web chat or something like skype where you don't have to pay for anything to talk, provided you use your internet connection etc.
Posted by Anonymous on 2010-02-25:
But, the whole point being... if the plan says it's unlimited... it should be exactly that, unlimited. Not be listed as unlimited but they actually have a limit of 5,000 minutes. That's not unlimited.
Posted by Anonymous on 2010-02-25:
5,000 minutes a month only equates to 2 hours and 44 minutes a day. That doesn't seem excessive to me.
Posted by tnchuck100 on 2010-02-25:
Corporations that provide us with subscription services simply do not have it within them to be forthright and honest with us. Part of our monthly cost is to pay for their battery of lawyers to write contracts that they can hide behind and that the typical person in unable to decipher.

As Stew points out: The advertisement giveth, the contract taketh away.
Posted by PepperElf on 2010-02-25:
ahhh THIS is why
http://www.vonage.com/tos/#SERVICE

5.4 Inconsistent with Normal Use.

The OP already posted what the bulk of the 5.4 clause is... but since it is in the TOS, that means the company is covered.


what the OP didn't post was what can get your account in that 5.4 status (it's on the link i provided though)

- Commercial, not-for profit, governmental use or other similar use
- The use of the service at a multi-residential address for more than one single residence; or
- The use of the service by others who do not reside in your personal residence primarily by reason of its unlimited feature


The OP didn't say WHAT the account was being used for so... if the account was being used to run a business, or if they were account-sharing with family members who didn't reside there, then yes they can charge you more or cut you off.
Posted by PepperElf on 2010-02-25:
and 5000 is not 2 hours anything

5000 minutes / 60 minutes = 83.333 (repeating) hours.


ah but i was wrong on the "week" thing. brain fart, i was thinking weekly plan and not monthly. still, 5000 minutes = a lot of hours.

which is probably why they suspected either... what, account sharing or business level use i imagine
Posted by Mrs. V on 2010-02-25:
5000 mins / 60 mins = 83 hours(round down)

24 hours a day x 7 days = 168 hours

168 hours / 83 = 2 hours (round down) a day on the phone (I think, I was never very good at math lol >_<).
Posted by Anonymous on 2010-02-25:
Since I choose to not allow a company to limit my unlimited minutes, I will never use Vonage for anything. They are out of consideration. Thank you, OP, for your review.
Posted by PepperElf on 2010-02-25:
well that's why i suggested skype or aim

ahhh mrs v that makes more sense. yeah that's about almost 3 hours a day.

hmmm in that case my suggestion of skype or aim is dead on. sometimes at night i talk to my boyfriend for over 3 hours


cos... 2-3 hours a day for a price tag or...
well over 4 hours a day for free.

Posted by Mrs. V on 2010-02-25:
And if the OP has any talkative kids, then 2-3 is nothing at all LOL!
Posted by Anonymous on 2010-02-25:
Actually the steps to determine average per day usage would be:

5000 (minutes per month) * 12 (months per year) = 60,000 minutes per year.

60,000 / 365.25 (days in year) = 164.271 minutes per day

164.271 / 60 = 2.737851 hours per day

(fractional portion of hours per day) .737851 * 60 = 44.27105 minutes

ERGO 5000 minutes per month = 2 hours and 44 minutes average per day.

Posted by PepperElf on 2010-02-25:
yeah. my brain farted on that one.

and i can say i've spoken to my boyfriend for much longer than that on a daily basis. for "free"
(just had to pay for the electricity and the internet service... oh and the computers of course, but those were already purchased)
Posted by Mrs. V on 2010-02-25:
I bow to Stews mathematical genius lol ^_^
Posted by redmx3racer on 2010-02-25:
Unlimited should mean unlimited. End of story.
Posted by Soaring Consumer on 2010-02-26:
The point I would make here is clearly stated - if they advertise unlimited, they should get unlimited. If they have a limit of 5,000 minutes then that should be what they advertise otherwise it is false advertising in my book.
Posted by jktshff1 on 2010-02-26:
unlimited is unlimited.....unless the fine print says otherwise.
Good post and information.
Posted by Anonymous on 2010-02-26:
It seems like Vonage's objection is that it appears that the line is being used for a business. If the OP can demonstrate that every call was non-business and personal in nature, I think Vonage would back off. If, however, the calling pattern is hundreds or thousands of calls to different numbers, they have a good reason for questioning the usage.
Posted by Anonymous on 2010-02-26:
Well...the unlimited promo has to be within reason too. All you can buffets are unlimited too, but you can't sit there all day and eat. They will cut you off.
Close commentsAdd reply

Cancellation Policy
Posted by VonageIsANightmare on 08/27/2008
PORTLAND, OREGON -- Don't bother with this service unless you don't already have free long distance through your cell phone or if you absolutely plan to keep this service for a very long time.

I was NOT informed verbally of their cancellation policy and found out the hard way when I canceled the service (I had only used a handful of times in 4 months) that they charge over $109 in cancellation fees.

Furthermore, they claim that you should have "read" the terms of service for this information. It's a telephone service, not a house! I understand the importance of reading the fine print, however, I thought I was doing business with a large reputable company! It is an UNETHICAL business practice to HIDE this information the way that they do. I never SIGNED anything agreeing to these fees and worse, they were deducted at a time when it created a major financial hardship for me. Hello, there was a reason why I was canceling the $29/month fee!

They were unhelpful in every way. They wouldn't even work with me on paying the cancellation fees in installments.

BE WARNED. Unless you plan on paying this fee or keeping this service regardless of any financial obstacles that may arise in your future, stay away from Vonage.

Or, at least read these reviews and read their complaint history with the Better Business Bureau. I wish I would have. I certainly wouldn't have wasted this money if I had.
     
Read 2 RepliesAdd reply

User Replies:Close comments

Posted by Anonymous on 2008-08-27:
You "signed" that you agreed to their terms and conditions the moment you started using their service. It is not their responsibility to inform you verbally. It is your responsibility to read the T&Cs before you sign up for the service. It's the same with a cell phone contract. I am with Vonage on this one. Hopefully, you'll read the fine print before signing up with another service.
Posted by CrazyRedHead on 2008-08-31:
Yeah, I agree, it is your responsibility to read the terms of service. The cancellation fee is outlined it in and if you would have read it before signing up you would have known. I hope you don't use this same excuse when starting service with a cellular provider. You don't have to sign anything to be locked into a 2 year contract, you just have to use the service past 14/30 days, and it isn't there job to tell you everything either before you use there service.
Close commentsAdd reply

A Class Action Lawsuit Should Be Filed Against Vonage
Posted by Jcm13 on 08/13/2008
PROSPECT HEIGHTS, ILLINOIS -- In February of 2008 I tried to switch my telephone service from AT&T to Vonage due to insane monthly increases in service charges and managed to open up Pandora's box.

At Vonage's request, instead of me closing my account with AT&T personally, they said they would take care of it, they were unsuccessful. They say they sent me an e-mail to that effect, unfortunately the customer service agent took down the e-mail address I gave her incorrectly, which I found out much later. By the time I figured out all their blunders, spent hours on hold, after numerous calls and complaints to both Vonage and At&T, Vonage claimed my 30 days to cancel their service was up. For the better part of 4 months I was being charged by AT&T & Vonage for phone service simultaneously, even after many pleas with these companies to cancel my service.

Eventually I went to Wow Cable services, bundled my phone, internet and cable service together and got rid of both AT&T and Vonage, but not before Vonage auto debited my bank account for monthly fees, disconnect services and equipment that one of their customer service operators told me to throw away.

I believe what Vonage did was both unethical and fraudulent. I also hope that I can save as many readers as possible from the "phone hell" that these big corporations put me through.

Everyone should do themselves a big favor and keep a very close eye on these phone service terrorists, as they are nothing more than corporate pillagers and will not accept any responsibility for their mis-information, or unethical practices.

Sincerely,

James C. Moore
Former Vonage & AT&T customer!
     
Read 4 RepliesAdd reply

User Replies:Close comments

Posted by Ponie on 2008-08-13:
'A Class Action Lawsuit Should Be Filed...' Find your nearest friendly lawyer and start one. Be sure you have plenty of $$$. Why did you give them your banking information? My understanding is they'll accept a credit card which can be disputed within a reasonable period of time.
Posted by Anonymous on 2008-08-13:
^^^^^^^^^^^^^^^^^^^^^^^^^^

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 Anonymous on 2008-08-13:
The nature of this websites is that it attracts COMPLAINTS. There are lots of us happy Vonage customers out here, no problems whatsoever with a great service.
Posted by Verona on 2008-08-13:
Hi Sorry to hear about your problem. I have Vonage for about two years or so, maybe longer... and have had never a problem with them. The charges are low and the service was always great. Although it did take a long time until MCI gave up my account and the switch was completed. I like them.... and I'm not someone who is easy to please...
Close commentsAdd reply


Sneaky, Unpublicized Exit Fees
Posted by Jkustan on 06/18/2008
I had joined Vonage based on the $15/month promo on their website. I figured, with $15/month at stake, worst case I'll cancel if I don't like it.

Several months went by and I wasn't using the service due to low call quality, so I called to cancel. First, the automated voice response system LITERALLY hung up on me each time I pressed the number to cancel my account. Other options worked, so either a strange local malfunction, or a company policy to let people think they can cancel but then frustrate them.

I finally told the voice response system that I wanted to add services, figuring that would get me through to someone, which it did. I told that person I wanted to cancel, and was asked for all my information before being told I needed to talk to someone else. I got transferred, and went through the same exercise again. Fuming at this point, I demanded to talk to someone who could cancel my account, and finally got through to someone.

That person (who was on a bad connection!! AND was hard to understand) insisted that in order to cancel they would have to hit my credit card for $119.98!! That includes a non-disclosed (or carefully hidden) cancellation fee, as well as the full charge for the adapter, with no option to return it to get my money back. At this point, I had spent 45 minutes on the phone and still understood only every other word, and I was frustrated enough to tell the person that I couldn't hear them, the connection wasn't very good, perhaps they were using a Vonage phone...

Determined not to let them thwart my efforts to cancel, I stated for the benefit of the call recorder that I did not accept the validity of the charge, but they needed to do whatever was necessary to cancel my account. Sure enough, a few days later the charge appeared on my card.

I contested it with American Express, but they contacted Vonage who stated it was my contractual obligation.

It is certainly possible that buried deep in the legalese, I committed to this raw deal. But this is no way to run a company, retain customers, and build loyalty. I haven't decided yet how much energy I have to continue to fight this, risk collection agency hassles, etc., but in any case, I would urge anyone who reads this to STAY AWAY from Vonage, due to the lack of quality and the absolute nerve and shortsightedness that a company has to treat its customers this way. A company that needs to make its money by preying on people who don't (or can't) understand the full implications of a detailed contract when the website offers $15/month with no obligation, doesn't deserve to succeed the market. I will personally be glad to see them fail.
     
Read 5 RepliesAdd reply

User Replies:Close comments

Posted by Anonymous on 2008-06-19:
Usually those special deals come with a specified term of commitment. You should have read all the requirements for the deal you were signing up for. Why are you signing up for something without understanding the full implications of the detailed contract? When you sign up any deal you are bound by the contact associated with it, so complaining about it later is meaningless.
Posted by BPollica on 2008-06-19:
Yeah happened to my mom too, and they also did that long transfers to other cust. reps instead of the supervisor that she asked for, a complete scam of a company. I really hope corperate businesses dont resort to this deceptive techniques to scamming people of their money, especially automatically taking money out of peoples accounts, I cant see how this isnt seen as blatent stealing.
Posted by mika143 on 2008-06-19:
I haven't had mine hooked up yet. I better not have any problems canceling. Warn everyone you know to stay away from this service. They are the WORST ever.
Posted by Adrian47 on 2008-06-26:
Obviously Robf hasn't tried to sign up for Vonage. I just started the process online, but the minimum commitment was not disclosed on any webpage that detailed the residential plans that are available. I looked over the Terms and Conditions, a very long document, and found a reference to a minimum contract period that may apply -- but it didn't specify what it was! I called Vonage, and the employee told me it was a two-year term, but when I asked him where it was on the website he did not know. After he talked to a supervisor to learn where this disclosure exists, he directed me to another part of the document that had a link to a webpage called "fees and charges," and only after finding that page did I get the disclosure about the two-year term. This disclosure was carefully hidden, removed from language that talked about minimum terms or cancellation fees. This is downright deceptive. This disclosure is what we in the legal field call "inconspicuous."
Posted by Anonymous on 2008-06-26:

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.
Close commentsAdd reply

Disconnecting Service
Posted by R-tompkins on 04/21/2008
Beware when disconnecting service! If you terminate your phone before 1 year of service Vonage will charge you $127. If you terminate before 2 years it's $39.

I just tried to cancel my service with them for two reasons. 1) They're phone service is terrible if you send large amounts of data back and forth on your computer. Even if you up the amount of bandwidth Vonage is allowed to use. (Heck, while I was talking to Andrew-the snotty "service" rep, he was having internet problems) I couldn't use the phone because my side of the conversation would drop off. I could hear people fine, but they couldn't hear me. 2) My office sent me a VoIP phone to use, plus a router that gives me a secure connection to my firm... way better way to go if you ask me.

Any way, Andrew kept me on the line for 15 minutes trying to sell me on cheaper plans. Doing the math in my head -- I had 6 more months to go until a year and the cheapest plan he could give me was $9.99 -- for a phone I would never use. That worked out to $100 even... except that there are of course taxes involved, which put me right back into the range of what I would have to pay to terminate service.

Nice, eh?

Let me also mention that when I called their system the first time, it hung up on me AND when you enter your phone number and pin on the phone, they don't actually get your information. Back in the day everyone knew those were busy-work tasks to buy the company you were calling time while you're waiting on hold. These days it's just pathetic since they could easily capture the info to access your account.

Oh well. Anybody want a 6 month old Vonage modem? It's yours.
     
Add reply

Top of Page | Next Page >