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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.
     
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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!
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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
     
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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.
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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.
     
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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.
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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.
     
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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.
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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.
     
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Vonage Has Terrible Service
Posted by Makita man on 04/01/2008
Hi, I was a Vonage customer for a year and had nothing but trouble. Hopefully someone will read this and will be saved the trouble and frustration I went through. When I signed up I was promised a $100 rebate for buying the router and signing up, and also my same phone number. After many hours on the phone I finally gave up on getting either. The initial sales reps promised me anything to get me to sign up. We had trouble from the start and when I called for help I kept getting passed on or an a few occasions hung up on. I went to 3 independent sites to test my connection for VoIP and all 3 said my connection was great. My Vonage phone was terrible, static and dropped calls. They wanted an additional $10+ to give me a local number which they promised in the 1st place. Vonage lied to me from the beginning and were no help at all. When I did call to cancel my service it took 45 minutes on the phone, I work 12 hour days and I have to spend 45 minutes just to cancel my service?

The guy was polite, but kept trying to get me to not cancel my phone and switch to another plan or have me talk to their tech department. I requested 8-10 times for a end of service and finally after telling him I would write a bad review online he agreed. Do you get that, he agreed to stop letting me spend my own money. Crazy. Then to boot, last year I was told it was a $30 cancellation fee, another Vonage lie-it was $42. The guy then had the nerve to ask me if I wanted to recommend Vonage to anyone I knew. Can you believe that?

Bottom line, Vonage is a terrible VoIP and Vonage customer service is even worse. Vonage has no respect for their customers wishes and they will lie to you and ignore trying to really help you. Hopefully someone in upper management there will read some of these reviews and put the company back on track with customer service and begin making up for their bad service. Has anyone else had any similar experiences???
     
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Trying To Cancel
Posted by CAITYSGRAM on 12/08/2007
CENTENNIAL, GEORGIA -- I'm sure this will not be the first time you've heard this. I signed up with Vonage on a Saturday and allowed them to put $15.95 On my debit card. I thought they could put a phone line in my home which would allow me to lower the price of what I was paying for my internet. After telling my son that I had signed up with Vonage, he explained to me that Vonage could not do what I thought they could and I called back within 5 minutes to cancel and was told I had to call back Mon-thru Friday. Well, that began a nightmare of trying to cancel..A total of 9 calls over several days and the worst customer service I've ever experienced which included speaking with people on the other side of the world (they outsource their customer service)i had to tell my story over and over to so many different people, having to confirm and re-confirm the same information, getting transferred to different departments. Getting told they couldn't cancel because the equipment was on it's way and I had to refuse it when it came...I did that...Then calling back trying to cancel again and being told I had to wait until it was received back from where it was sent..

I tracked it via ups and made sure it got back and then called again and was told I needed my pin number in order to speak to anyone about a cancellation. I never got a pin number so they emailed it to me while I was on the phone with them. I begged and pleaded with them to please hold on while I opened my email and gave them the pin number and then they started to try to talk me into staying with Vonage, asking me when my last statement was because they were going to wave some of the fees off that statement. I told them I never got a statement because I never used the damn service. They kept trying to sell me on keeping Vonage and I kept telling them I didn't want it and then.....

I asked to speak to a supervisor and this woman named Jane got on the phone and tried to give me the hard sell about how wonderful Vonage is and how she wants me to experience how great Vonage is and I told her I wasn't interested, and she said I was rude and I should let her speak without interruption, and I told her I was the customer, I wasn't interested and she hung up on me!!!!

I am done with Vonage...Please help me get my $15.95 Credited back to my debit card
     
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Posted by Anonymous on 2007-12-08:
Before you considered this service, you realized you had to have high-speed internet, and a bit of knowledge on how to hook it up? Mine works great and I was able to use the existing phone circuit throughout the house. I realize their customer service isn't what it should be, and likely worse, but the service can/does work if you are just a bit tech savvy.
Posted by Anonymous on 2007-12-08:
CAITYSGRAM, vonage is a joke and don't stop trying to get rid of it, fight them! Good luck to you
Posted by Anonymous on 2007-12-08:
CAITYSGRAM, we tried it, it was terrible, the worst phone service I ever had. We paid the $40 and sent them all the junk back. We got a debit card just for Vonage in case they tried to screw us we could just cancel the card. I left $40 in the account for them as the rip off cancelation fee they charge and told them to pound sand when they tried to keep billing us a monthly fee. I doubt you will get your $15 back but they will try to steal more from you if given the chance to do so. We now use Cox Voip, great service and prices, they are better than Vonage prices now.

Vonage is sitting on a $120 million dollar judgement for stealing some patents. You can bet they will be screwing over the customers every chance they get to help pay the judgement.

Very good post and info, and welcome to M3C's!
Posted by Anonymous on 2007-12-08:
As I said, you gotta be a bit tech savvy to set it up. Once working, it works quite well, and despite what those who are clueless think, this company isn't going anywhere.
Posted by Anonymous on 2007-12-08:
Clueless are those that live with their heads in the sand. Vonage is cooked, put a fork in their rear.

Has The Vonage Death Watch Begun...Or Just Continuing?

http://broadband-nation.blogspot.com/2006/09/has-vonage-death-watch-begunor-just.html
Posted by Anonymous on 2007-12-08:
I’m with Superbowl on this one they are cooked They scam so many people and the only way they started was by stealing other companies patents. By the time all the lawsuits are settled Vonage will file for bankruptcy. 120 mill that’s a Huge chunk of there revenue they cut down even on the advertising instead of showing a commercial every 5 seconds they now do tacky infomercials with some paid actors.
Posted by Anonymous on 2007-12-09:
Vonage and DirectTV, what a great couple of companies to be doing business with. One steals you blind and you can't believe a word the other one says. Vonage has a 20% approval rating with M3C's members, yeah, I want to do business with them again?
Posted by ejack053824 on 2007-12-09:
LMAO Super! I never understood people going to this SCAM ass company in the first place. I use my cell phone and thats it....no need for a landline.
Posted by Anonymous on 2007-12-09:
Perhaps you need a tech savvy friend do the install for you.
Posted by Anonymous on 2007-12-09:
Point is, no one with half a brain wants to do business with the scam operation. There are as many complaints about Vonage as there are customers. A "tech savvy" friend won't protect you from getting ripped off anymore than the Man in the Moon can. The issue is not the "simple" install, it's getting ripped off by a scam operation.
Posted by tnchuck100 on 2007-12-09:
I think I already said this on another Vonage complaint.

Vonage is just waiting for the fat lady to sing.
Posted by Anonymous on 2007-12-09:
And yet I've had it and friends have it and have no complaints whatsoever. Odd that a few folks who've had internet connect issues can make blanket statements that reek of ignorance and get away with it. I have vonage and DirectTV and wouldn't hesitate to recommend it friends and family.
Posted by Anonymous on 2007-12-09:
P-Dub, just let it go!!!!
Posted by CAITYSGRAM on 2007-12-11:
HEY GUYS, I WON!!!!!! VONAGE CANCELLED MY ACCOUNT AND MY REFUND IS ON IT'S WAY...THEY HAD NO IDEA WHO THEY WERE DEALING WITH..I REFUSED TO GIVE UP AND I WON, YEAH!!!!!

THANKS FOR ALL YOUR GOOD, SUPPORTIVE EMAILS, I LOVE THIS SIGHT!!!!
Posted by jktshff1 on 2007-12-12:
Congrats and thanks for letting us know
Posted by james and cheryl on 2008-01-02:
I know what you are going through! They should of told you at the get go that you would not be able to use them, They steal your money that way! That is what they did to us!
Posted by CYH on 2008-01-03:
I signed up for Vonage ages ago, when they first came out with their load of $#^%. I had the same bad experience as Caitygsgram and happen to be persistent as hell too, so I got my money back. It should be effortless to undo a service that you don't like. I don't see why there is a need to speak to the mother, the father, the sister, the brother and the parakeet too in order to get a simple $15.95 refund. Companies like this do not last and if they do it is only because there are people out there willing to accept less than the best. Vonage is a waste of time...take heed everyone.
Posted by Nick Name on 2008-01-20:
Two comments:
DON'T USE DEBIT CARDS!!!!!!
Don't use ALL CAPS. People think you are yelling.
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Vonage Billing Scam
Posted by ViperCrash on 08/13/2007
PITTSBURGH, PENNSYLVANIA -- I signed up for Vonage back in December of 2006 I researched them for a little while and thought it was a better deal than Comcast at the time.

So I went on the Vonage site and signed up. During the signup there is an authorization you had to authorize Vonage to roll the number from Comcast to Vonage. Standard practice between phone companies; what the authorization says is me the verified owner of the number authorizes the new company to take the number. This is a FCC law which allows me the consumer to move to which ever phone company provides better service and/or pricing with out losing my number.

Vonage told us not to contact the current carrier because it could delay things and that the transfer will go through without a hitch. I did not have to contact Comcast and terminate because they where already informed of the transfer. The number took about 7 days to become active on the Vonage service.

After a couple of months my wife decided that she liked Comcast better and to avoid an argument I agreed to switch the number back. Since I wanted my own phone number and I liked the idea of Vonage VOIP service for my office I decided to add an additional number to my Vonage account before she switched our primary number.

So we did everything in reverse, we contacted Comcast and authorized the move of the number back and waited. They told us not to contact the other carrier because it could delay things. The number switched in about 10 days and everything seemed fine.

Here is where it gets weird. I wasn’t paying attention to the email about the Vonage invoices and just assumed everything worked as smoothly as when we switched to Vonage. Well about 2 days ago I looked at one of the Vonage bills and noticed that they where still billing me for both numbers.

I thought it was a simple clerical error and that they would rectify it. So I sent them this message;






--------------------------------------------------------------------------
Subject: [vonage.com #13777846] Other

We had our 412-734-xxx transferred back to Comcast 4 months ago and I just happened to look on our bill and noticed that you have been
billing me for that number. Comcast has owned that number for
months now. I need credited for the 1-412-734-xxxx. The only
number that should be on this account is the 412-894-xxxx. Comcast confirmed to me that they sent you all the termination/transfer and
we have been receiving calls normally through Comcast. Frank
------------------------------------------------------------------------

They responded with;


--------------------------------------------------------------
Dear xxxxxx,

Thank you for choosing Vonage, the #1 rated digital phone service!

I understand you have transferred one of your numbers to Comcast and you want credit for non usage of service.

After further review, I am unable to process a credit as requested for the following reason:

I checked our records and found that your number 1-(412)-734-xxxx is still active in your account. You will be charged for the monthly plan charges till your is Active.

I regret to inform you that we do not have the roll in porting out a number. Once the number transfer gets completed, you need to contact our Voice Support at toll free number 1-VONAGE-HELP 1-866-243-4357 to cancel your account. We apologize for any inconvenience that may have been caused.

If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you!

- On-Line Help Center at http://www.vonage.com/help.php
- Contact Us at http://www.vonage.com/help_contactus.php
- Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357)

Thanks again for choosing Vonage, a better phone service for less!

Sincerely,

Vonage Customer Care
-------------------------------------------------------------------




I responded with;

-------------------------------------------------------------
So let me understand this, you are charging me for a number you do not own?
When I transferred my number from Comcast to you, Comcast immediately
Terminated billing for that number once they received the roll over
notification. Vonage on the other hand continues to bill customers even
when they where notified of a similar roll over request.

That some how does not seem legal and is completely unacceptable. I can not believe that even now that I sent you a complaint regarding incorrect
billing, Vonage would still bill me for a number they are perfectly aware
they do not own if I do not call them first.

Well now I'm wondering how many others you scamming, scam a month or so from
customers that are not aware or this ridicules business practice. I was
going to keep my second number but given the latest I will be terminating the entire account and notifying my five friends of your business practices and lack of customer care, hopefully they contact a couple of their friends, and so forth. I'm sure they will terminate this scam.

In addition I filling formal complaints with the FCC and local internet
regulating agencies because in my opinion this is a scam and last I looked I
still have plenty of options to be heard and Vonage be revealed.

Frank

----------------------------------------------------------------------

Now remember that Comcast has had my number and billing me for months now. Even after I told them (Vonage) they don’t own the number, they where still going to charge me for something they don’t own or route. Remember Comcast has already notified them and they (Vonage) switched the number to Comcast already. So Regardless of me calling them or not is irrelevant. So Vonage is very much aware of the disconnect.

So anyways, I tried calling them this morning to cancel and the customer service was closed, so I called them around noon after I received this message from them;
----------------------------------------------------------------
Dear xxxxxxxx,

I understand you have ported your number to another carrier and you are concerned about the charges.

Though your number has been transferred to a different carrier, you need to call us to cancel your number. This is why you are still being billed for the service. I apologize for any inconvenience this may cause.

You will be billed for the service as long as the number is active in your account. For security reasons I am unable to process cancellation requests via email.

Please call our Account Management Department at 1-VONAGE-HELP (1-866-243-4357) to remove your number. We are here to help you Monday to Friday from 9:00 AM to 8:00 PM EST.

------------------------------------------------------------------------


So now they admitted they know it’s ported, they don’t run it and yet they still billed me for it.

So at this time I’m a bit angry because the logic is escaping them. They are charging me for a number they don’t own and are aware they don’t run. What’s so hard to understand? Simple right? Wrong!

I called them and got on the phone with their rep, and she said she needed to verify who I was to cancel. I kept my cool and answered her questions. She then came to the big question “Why are you canceling?”.

Trying to be mature about this I explained to her the entire situation that although the number has been ported, they know it’s ported, they where notified it was being ported, they did the porting, what’s the point of calling you if I already authorized the porting? Crying out loud they already received my authorization through my new carrier.

It not like I’m still waiting for them to move it, nor have to authorize Vonage to let it go. Its already moved by my authorization that I gave Comcast.

She then paused, and said well what I can do it is credit you 50.00 or half the amount of the incorrect billing if you stay.

I responded with, why I should lose 50.00 of the 100.00 you robbed from me for? You incorrectly kept billing me for 4 months and now you want to keep 50.00 of the 100.00 that you should not have taken. I said no I want it all and if you cant credit the correct amount terminate the account and I will deal with this legally.

She puts me on hold for 10 minutes and returned to say are you sure you want to cancel, I said unless you credit me the entire amount that you incorrectly billed me for, yes terminate the account.

To my amazement and utter shock she said that there will be a 39.99 early termination fee for each phone number. One of which the they don’t own and haven’t owned for 4 months now.

I responded with this is going be the best legal and news story ever. Have a nice day.

I then got and email from them which stated;


---------------------------------------------------------------
Dear xxxxx,

Your Vonage service has been cancelled and we successfully processed the below amount to the credit card on your account.

Vonage Account Number: xxxxxx
Date Processed: 08/13/2007
Debit Amount: $79.98

A disconnect fee of $39.99 per voice line is charged to all customers plus any applicable taxes per our terms of service. Your total debit of $79.98 includes the disconnect fee, all pending charges, credits and applicable taxes. For more information about the return policy, please visit our terms of service:
----------------------------------------------------------------

So I am now in the process of filing paperwork with my attorney, credit card company, FCC, and every news outlet that will hear me.

I think they have scammed thousands of customers on bogus policy that says you have to contact us for a roll over, when you have already contacted and authorized the new carrier to speak in your behalf. Its absurd and I bet if you look further into this I bet there will be a lot of 24.99 over billings they have over charged people for. This is not about the money with me.


Frank

     
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Posted by Anonymous on 2007-08-13:
Welcome to Vonage he11.
Posted by Anonymous on 2007-08-13:
I love my Vonage, and so does Pirate. Right?

Posted by ViperCrash on 2007-08-14:
Just to let you know i have my first news interview this Friday, on KDKA Fight Back, pittsburgh.
Posted by jktshff1 on 2007-08-14:
good post, let us know how it turns out
Posted by ViperCrash on 2007-08-17:
Well the news story ran today and the reporter nailed perfectly. It will eventually make it to their site at http://www.kdka.com. Also the reporter contacted the Attorney personnaly for me and I now have a meeting with him. This is definently getting better! They should have refunded my money.
Posted by ViperCrash on 2007-08-17:
Here is the actual link http://kdka.com/video/?id=31020
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Vonage
Posted by Thunderhill4 on 05/30/2006
WESTERN PA, PENNSYLVANIA -- PLEASE READ THE ENTIRE MESSAGE......I have been a Vonage customer for 25 months. I had all kinds of trouble (dropped calls, static, echo, no service at all, etc) And, Vonage's customer service SUCKS!! Plus, I was dealing with Adelphia cable and well, they are just as bad. Anyway, Vonage blamed Adelphia and vice versa.
FINALLY, my nephew told me that he had seen something online about Adephia upgrading equipment in some areas and not telling customers because there would be HUGE demand for new modems. Well, I called Adelphia and requested yet another in-home visit. The guy made his 9th service call in 12 months. I asked for the SPECIFIC modem--he hooked it up and, now 13 months later--I have NO problems at all with my Vonage!!! AMAZING!!

Before you ditch Vonage--and the savings--check out the modem from your provider. It was such a simple thing--and has saved me countless hours of frustration---and TONS of money. (My All-tel Phone bills were well over $500/month--now I pay approx $41 for phone and a separate fax line!! How great is that??)
     
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Posted by CC_Writer on 2007-01-03:
Please send me the name of the modem. I am facing the same problems. Adelphia was bought out by Time Warner in my area. I have had so much trouble with the quality of calls in the last couple of months. Please do share.
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Stay Away From VONAGE!!
Posted by Jtrollo on 04/25/2006
I signed up for Vonage residential phone service on 2/6/06. Provided my Letter of Authoriztion (LoA) to Vonage on 2/25/06 - to enable them to transfer my Verizon phone number over to Vonage. On 3/22/06, my Verizon line was disconnected and my number transferred to Focal Communications (related to Vonage). Vonage claimed they never issued a disconnect order for my line - and they had not recieved my number from Verizon. Verizon provided me with work orders confirming that Focal had, in fact, issued orders (based on my LoA) to disconnect service and transfer my number - which Verizon executed.

I was without phone service from 3/22 through 4/21. Callers to my number recieved a recording saying the number has been disconnected. Several medical emergency calls and many improtant personal calls were lost as a result of Vonage's "screw-up".

After many hours of calls with Verizon and Vonage - I was finnally successful in getting Vonage to admit that they, in fact, had recieved my number from Verizon - despite their earlier denials. I was also successful in getting Verizon to then re-claim my number and restore service to my residence.

Vonage refuses to refund my expenses (costs to Verizon to restore services as well as my monthly fees to Vonage). In addition, they have threatened to charge my credit care $138.00 termination fee if I close my account.

Their customer service is beyond poor. I have spent HOURS on hold and in talking w/Vonage staff who were clueless and did nothing to help me correct what was THEIR problem.

In the end...it was Verizon who work diligently to recover my number from Vonage and restore my home phone service.

STAY AWAY FROM VONAGE!!!
     
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Posted by viperpa33s on 2006-04-26:
Tell Vonage your going to take them to small claims court to recover costs from services that you didn't receive. You'll win cause Vonage won't bother sending a rep to small claims court. Would be to much of a hassle for them. I hate companies that threaten you, taking your money and not providing the goods.
Posted by Sparticus on 2006-04-26:
Can't they setup up some kind of message at least to call your cellphone? That is ridiculous to go without service for a month. I threatened to cance my Vonage a few months back when I was having modem problems. They didn't care. They were going to let me walk all over a miscommunication. I don't think they know how to manage their growth.
Posted by beanbagbritches on 2006-05-11:
Vonage is horrible! Their commercials are even worse. I'm glad you're with Verizon & you got away from Vonage.
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