Vonage Consumer Reviews - Page 4

ATLANTA, GEORGIA -- On September 2008, I called Vonage for getting a VOIP phone service at my apartment. I was talking to one of Vonage customer representative and during our conversation, I very specifically told him not to send me any modem for this new connection because I have couple of personal modems which I wanted to use.

The representative told me that he will not send any modem but a Vonage technical person would call me next day to verify the modem that I have to see whether it would work with their connection. I agreed to that and I gave my credit card number and other details, immediately the phone line got disconnected. I waited for few minutes expecting the customer service person would call me back to complete the transaction but he did not.

Since this happened late evening, I called Vonage next day to know the status; they said that the account is created and a modem has been shipped to my address. Totally I could not accept this because in spite of me telling them not to send modem they had sent. So, I told Vonage rep. that I do not want the account and requested them to cancel the account.

The representative told me that since the modem is already shipped they cannot close my account; only option is that he would contact UPS and interrupt the shipping and route it back to their address. They mentioned that as soon as the modem comes back I need to call them to cancel the account.

Even this I could not accept because they sending me the modem is not what I wanted on the first place. Anyway, there was no other option so I agreed and I got the UPS Tracking number from that Vonage representative.

I waited for 10 days and I called Vonage again and they said that the shipment has almost come and they need to make an entry somewhere. This time, the representative told me that the account will automatically close moment the modem return entry is made. Then I felt that I am relieved from this problem.

But still I called again in another 3 days to check; this time the representative was not willing to close the account rather he was asking me why am I closing the account and he started offering me 3 month free option etc. I did not agree to anything and I told them to close. Finally, the representative agreed to close the account. All this happened within 30 days of my first calling for the service.

In couple of months, I saw that they had charged me for Vonage usage of $34; with the great shock, I called them. This time they said that the account is not closed and it is active that is why I got the charges in the credit card. I explained them all that happened and this person said he will close the account immediately but he will charge me $93 as cancellation fee. I felt that Vonage has purposely cheated me and they all work together to do this.

I told the representative not to close the account and disconnected the phone call with him; the reason I said this is I do not want to be charged $93 rather I wanted to call credit card company and explain them the situation. Just because Vonage has my credit card number, they do all injustice.

I called Vonage again to get the account number and other details; this time I spoke to a customer representative named “Roxanne”. I explained all that happened from the beginning to Roxanne and she said that Vonage should not charge me anything because the account was already cancelled and she would update my account with all the details and make credit to my credit card; she also mentioned that my credit would be reflected in the following month.

Again shockingly, instead of credit, I happen to see that Vonage has charged me $93. Now I do not have any respect with Vonage and I cannot call them again. Until this time I would have spent many hours each time talking to them and of no use; they have determined to cheat me. I do not have a phone number that was provided by Vonage nor I never made use of their service by any means but I was charged this amount.

SACRAMENTO, CALIFORNIA -- On 11/16/08 I ordered Vonage over the telephone. They told me the device was free but they took $14.99 from my account. They told me I could hook up more than one line. They assured me I could keep my current telephone number.

After 4 days, I received the device. A week later I telephoned them to make sure the installation was correct, because the device did not work. I learned from the technician that the other phone lines in the house did not work, because they all have to be hooked to the device. In order for this to happen, a technician would have to come out and wire the telephone lines through the walls.

The device worked for about a week and then an error code popped up. When I called Vonage I was told it must be the internet carrier and they could not help me. After a week and a half of no usage, I telephone Vonage and asked them to cancel my service. They told me I exceeded the 30 day trial and I could not cancel without paying a cancellation fee.

I called Vonage and informed them I tried to cancel they phone service with my previous phone carrier. But in order to cancel the phone they had to cancel the internet. Vonage gave me a telephone number to call for a stand alone internet service. After 120 minutes of cell phone minutes, I was not able to speak with anyone. I called Vonage to cancel. They told me they gave me a month free till 2/14/09 but they were not able to cancel the service for me and I would have to call back.

Then the power went out and I learned so did the phone service. I was not able to summons help (medical, fire or police). I felt this was critical and it was imperative in the event of an emergency. They never transferred the 911 calls because they had entered the wrong email address. I then learned they never sent me any of the contact and authorization information they should have sent me.

I tried again to call the internet carrier. They told me to call and again I was unsuccessful reaching anyone. I called Vonage and told them to cancel the service. The representative informed me it would cost me $35.00 and to send the device back in the original package. She told me I would have to call another number for the address to send the device back to.

I called Vonage back and they told me they would take $89.00 from my account and to keep the device because now I was over the 30 day. I informed them I never was given 30 days, because they started the 30 days before the device was even mailed and that is misleading.

Vonage is committing fraud and misleading customers by claiming the device is free (but charge you $14.99); keep your existing number (neglected to send authorization forms to transfer the number). I was not able to cancel my old number without losing my internet (Vonage refers you to a company of their choice). Misleading trial date (30 days begin while the order is in their warehouse). After you go through many attempts to disconnect, your time has expired and they claim they can remove the disconnection fee directly from your personal account without your authorization.

They were unable to transfer my previous number (which they claim they can do). After several attempts to request to disconnect, they told me they were not able to do it and call back. Overall experience horrible, and no resolution in sight, the service is still not disconnected.

OAKLAND, CALIFORNIA -- On Friday, July 11th 2008 around 4:15 PM I called Vonage for more information about their service. They said they can get me 2 months free and free activation. They also told me that I could keep my same phone number. I said I need to think about it for the night. She said that the extra month deal is only available to random callers. But, she said she can lock in the promotion. She told me that I could think about it and she would call me the next day. I said great and gave her my name and phone number. She said that she would call me at the same time the next day.

On Saturday, July 11th I waited patiently by the phone and never received a phone call. At around 6:30 PM I decided to call them and explain the situation. I gave them my name and phone number and they said it looks like they were going to offer you 2 months free. I said yes, that is correct. She said, OK I can give you that deal. I decided to get the V-Portal for only $20 with shipping because of the extra features. She had a thick accent. I told her my name about 100 times and she of course got it wrong. I called them back immediately and they apologized and corrected the name.

On Sunday, July 12th I received an e-mail that said in order to continue to port my number I would have to drop DSL from my phone line. I decided on AT&T standalone DSL, also known as AT&T direct DSL for only $4 more than I am paying now.

On Monday, July 13th I called AT&T to switch my internet to standalone, but they warned me if I did that Vonage would no longer be able to port my number because the line would be inactive. They also told me that I would not be able to keep my current number. I was on the phone bouncing back and forth to AT&T and Vonage for 5 hours. Vonage told me to tell AT&T to separate the DSL line and the Landline. I called AT&T and told them that and they said the only option I have would be to cancel my DSL and after the number was ported call AT&T back and ask them for standalone DSL. This means I would have no internet and phone for 5 days.

I then figured it is not even worth it. I called Vonage up and said I want to cancel my service. I also said that I have not received an e-mail yet saying my box has shipped out. They said that I would have to wait for the box to come and then return it. I said "Who is going to pay for shipping to return it." They said "You." I said "You never told me that my internet/phone would be down for 5 days." I asked for a supervisor and they said no "I am a pro at this." Then she hung up on me.

I called them back and was placed on hold for 20 minutes and they said when UPS comes to deliver the box, just refuse delivery to avoid paying to ship it back. Then, she said to call them back to freeze the account after you reject the delivery. Hopefully, they do not charge me to cancel it. I am going to keep a close eye on my credit card bill. Vonage may look good from their advertisements, but when you have to deal with their customer service. It is not even worth it.

UPDATE: Monday, July 21st. I got a call from Vonage today about 20 minutes after I rejected my package from UPS. The guy I spoke to was American and he wanted to know if my box was working correctly. I told him I am canceling service. He was actually a really nice guy. He said that AT&T pulls this kind of stuff all the time. We talked for about 5 minutes how AT&T won't let you switch. I am not really blaming Vonage now, I am blaming AT&T. I just hope I get my $20 back.

From the beginning Vonage call quality was inferior and their features did not function as claimed. Getting customer service or technical support to respond to questions was an exercise in frustration and futile as nipples on a bull. Their "customer care" surely must be one of Dante's circles of Hell.

I decided to switch carriers and arranged to have my phone number ported from Vonage to AT&T. Vonage delayed action for 12 weeks. I called AT&T repeated during this time and they informed it was Vonage that was the source of delay. I called Vonage as well and told them I was porting my number - to which they tried to "up sell" me on additional services and "free service" - but having "been there, done that and having the scars to prove it" I decline. At no time could anyone explain why it was taking so long to honor a request to port the number and cancel the service.

Once the number was finally ported in July of 2007 I closed the Vonage account on-line and removed any payment information. In August I received a notice saying I owed Vonage for service. I spent 3+ hours on the phone talking to 5 different "customer service" representatives in India and Venezuela. I finally spoke to a supervisor I could understand and who could understand me. She indicated that I did not close my Vonage account, so she said I owed them for the month of August.

I explained number had been ported - after an 8 week delay on their part - and I no longer had a number with Vonage and so I was not able to use their services even if I wanted to - which I NEVER want to again. I told her I felt that since there was no service provided, there could be no payment due. She disagreed. I finally got her to agree that the payment was for a technicality - i.e. not insuring the account was closed - which either Vonage should have done once the number was ported.

After another lengthy discussion, she finally agreed to forgive the charges and assured me that even though she wasn't supposed to - she would credit me for the outstanding balance and everything was resolved. This week I got a dunning letter from a Vision Financial Corp trying to collect $37.12 for Vonage.

I called Vonage and they informed me my on-line account was still active and that I owed them that amount. I tried to explain to a "customer care" person the situation and he claimed it didn't matter whether the number was ported or if they were or were not providing any service. He was unable to explain why I owed them for such "phantom" service or why the account was still accessible, even though I had closed it and spoken at length with them in July.

He claimed that even though the number was (finally) ported to another provider and thus there was no basis or ability for Vonage to provide any service, because the account was not closed to their satisfaction they could charge me for service. When I asked him to explain what service I was being charged for, he suggested I was being difficult. When I asked to speak to a supervisor he became argumentative and refused. So I terminated the call and decided to file a complaint with the Illinois Attorney General's Office of Consumer Protection.

It seems to me that this is the ultimate example of loopholes and catch 22 thinking - if not outright fraud. Vonage claims to be "#1 in VOIP service" - what a joke. They are #1 in unethical business practices. They also claim to be "paperless" so it's almost impossible to get any documentation out of them.

DELAND, FLORIDA -- The service NEVER worked with Wild Blue, and I believe they are aware of it. On or about October 15th of this year I received a Vonage VOIP modem. I purchased this plan [$24.99 per month] because of the low cost and the fact that it works with Wild Blue Satellite Internet service. I purchased this service online because I had no telephone. With minor difficulty I was able to get the system to finally connect, but the telephone calls we tested would not go through. I went back online and went through the manual that came with the device and over a period of the next 30 days attempted to make telephone calls.

Out of the ½ a dozen telephone calls made, calls were not received, echoed or disconnected without notice. I contacted a Vonage Tech and was informed to try a few different things like moving the Motorola device away from any other equipment. This too, failed. I then contacted my Internet Service to see if there was an upgrade, so I may use the Vonage telephone. Much to my surprise, I found out this was against the agreement with my satellite internet provider and that my service would be disconnected if I intended to use the Vonage system. This is contrary to what I was led to believe when signing up on the internet with Vonage.

Having this knowledge, I went back online to cancel my service. This, of course was not allowed. You can order service online but cannot cancel service online. Terrific. My Vonage telephone doesn't work, but I can'€™t cancel the same way I ordered. So, my next opportunity to use a '€œlandline'€ was Saturday 12.08.07. Wonderful. You cannot cancel service on the weekend, but you can order service. This makes no sense and is beginning to aggravate me. I was able to get to a '€œlandline'€ during the evening this past week, however, the offices for cancellation purposes was closed.

Finally, on this date 12.18.08, I was able to make a phone call to the 'cancellation'€ office. I began to tell my story to the Operator, and she promptly told me, that I was past my trail period and that I would be charged a fee of $120.00. I emphasized my inability to contact her office because the Vonage service did not work and that online communication was not an option. The '€œrobotic'€ operator continued to press the '€œagreement'€ issue. I requested to speak with the supervisor. She said she was the manager. I asked to speak to her supervisor. She said there were no supervisors. I requested another number for a supervisor, she continued the same answer.

I insisted I was not hanging until I spoke to a supervisor or had a contact number. She put me on hold for several minutes and returned saying the supervisors '€œwere too busy€'. Obviously, these trained employees, representing your company are liars. There is no other word for it. Clearly, there was a supervisor[s] and there was not intention of allowing me the decency to speak with such a person. I have no reason to believe she'd told me the truth about her name, Blen and her ID # **. After 40-45 minutes, she closed my account and gave me the number to billing and collection. Nice.

I do not intend to be misled into getting service, lied to during service and pay for service that does not work. I do not intend to be '€œextorted'€ by customer service thugs. I am sending my Motorola unit, brand new in the box, back to your office. I expect my account to be cleared of any all charges, without delay. I will, in turn, wait on contacting the BBB, and New Jersey and the Florida'€™s Attorney General'€™s office, as well as, the FCC consumer complaint department. Please handle yourself accordingly.

PENNSYLVANIA -- For anyone who is entertaining the thought of switching their phone and internet services to Vonage, let me assure you that you are making a huge mistake. Sure when you sign up, they promise you great quality, uninterrupted service, at a cut rate price. Allow me to enlighten you on the bigger picture: First, their installation process is very confusing, especially if you have DSL with another provider. That means you have to keep a phone line so you can connect to the DSL since Vonage doesn't have DSL, although they "hint" that they do.

Second, when you need tech support, you will be speaking with employees who they classify as "off shore", meaning in a foreign country in which you will experience vast language and communication barriers. These employees have a script they follow, and if you deviate from that, they do not understand your question, nor know how to respond. If you're a U.S. customer, you have the option to call only between Monday-Friday during normal business hours to get someone who can understand you. Ask one too many questions of these oversee employees and you will be "cut off".

Note this well -- they are required to ask you for a call back number, and if they don't call back, consider it a "hang up" call. Needless to say, their customer service is unprofessional and simply unacceptable. After spending hours and getting nowhere, it was time to cut ties with this unscrupulous company. They play the hard sell game.

Also note that if you have Verizon DSL or their latest high-speed service, Vonage automatically blames Verizon for any problem you are encountering (as I was told by an account management rep!) Why? I later learned that it's most likely because Verizon just settled a multi-million dollar judgment with Vonage paying the price. I had to actually demand that a customer service (they call them customer care reps - not!) representative to get past Verizon and help me with my issue, but to no avail.

You'll have even more fun when you give notice to Vonage that you're discontinuing your service. You'll get an aggressive account management representative that will do anything to talk you out of it, including threatening you with significant disconnect and "other" charges (they can't "say what they are" until you disconnect the service) and threaten YOU with breach of contract. What a joke. I have never seen such a blatant, arrogant breach of contract and terms of service in all of my years of living.

My personal experience Vonage's accounts management section was interesting to say the least. My repeated and direct statements that I did NOT wish to continue the service fell on deaf ears until I got to the point that I had to threaten legal action. I felt like I was pleading for my life! DO NOT contact them to advise you're discontinuing service. The new provider does this via third party verification.

Make it very clear that (a) you are not giving formal notification but making a complaint, are dissatisfied with the service and thus, putting the company on notice; and (b) you are totally dissatisfied with the level of customer service and do not wish to be affiliated with this company any longer.

The Vonage rep insisted that I was the one who would be in breach of contract, but coined it as "exploring options". Specifically, I was told I would be subjected to a disconnect fee, along with other charges, because I would go past the trial period. I had already completed the third party verification with another provider before I called Vonage. Note that third party verification is the official, and legal, notice that is required to be given to one provider, so stating that a customer will be transferring service and that the customer's telephone number will be ported from the old to the new service. The customer completes the verification.

If you have fallen victim to Vonage, or any other so called "high quality" provider, and are switching your service, do not hang until you complete this verification. Do not contact your current provider to ask for service to be. Upon completing this verification, official notice is completed, and there's nothing they can do about it.

Lessons learned about Vonage include deceptive advertising, unscrupulous sales tactics, faulty and inadequate service, breach of warranty, contract and terms of service, among other things. That's for starters. Perhaps it's time for more class action suits against this unscrupulous company. They deserve it for how they treat their customers, and how they try to hold customers hostage.

It will be interesting to see how things play out in the next few weeks. Perhaps Vonage should be more careful about who they are dealing with and less about their questionable business tactics. Avoid the hassle -- go with a provider which has a sound reputation, and doesn't have at least 1,000 complaints filed against it with the Better Business Bureau.

HOLMDEL, NEW JERSEY -- UPDATE: I received a letter from the New Jersey division of the BBB stating they are going to pursue Vonage regarding my problems with this company. I sent a copy of the original complaint posted here to the BBB. If you've had problems with this company, don't sit still, let your voice be heard!!!

I called to inquire of service with Vonage on August 10. **, the sales person I spoke with advised me that my area was accessible to Vonage and that I could keep my phone number. I advised ** that the name that appears on my account with AT&T was my maiden name, although I have not used my maiden name since I was 19. I am now 51 years of age. I asked if the name differences would be a problem with transferring the number and she clearly assured me this would not create a problem. I received the device, hooked it up and accepted the fact that I would be using a "temporary" number until the number transfer was complete. I thought this was going to be a big cost savings.

For the past 3 years, I have only had a basic phone line for the use of my computer. My cell phone was used for any long distance calls I would need to make, which are very few. I stay in touch with the use of my computer and e-mails to my family and friends. I work on the computer 10 hours a day and am on the phone at work constantly.

Most recently, I had major surgery with more to come. I have to watch every penny I spend. At this time, I am unable to work in my office, but am trying to work and stay caught up while at home. I felt that Vonage would be a great way to save money and make the phone calls I would normally make on my company's dime while recuperating. Between August 10 and September 24, I received 12 letters in the mail and 5 e-mails from Vonage stating the name on the AT&T account was different that the name I provided to Vonage and could not be transferred until it was corrected.

I also received 2 letters stating the address I provided was different than the address I had provided when opening the account. Vonage had spelled the address wrong by one letter when they opened the account. I cannot count the number of phone calls I had to make to correct this problem. Calling Vonage, calling AT&T, calling Vonage again, then again, and again, and again. Every time I called, the information I provided in the previous call had not be corrected.

On one particular call, I spoke with ** in the Philippines. The back ground noise was deafening, sounded more like a party was going on rather than business. And she kept hitting the "mute" button on her phone. (I've worked with training facilitators for my company's 13 call centers, many in India, Africa and South America.) I have dealt with many customer service representatives with many companies in my time, but this was the most ridiculous example of scripted, unprofessional, inept stupidity I have ever experienced.

So, here I am supposed to be getting a free month, but I'm still paying for AT&T, my health care providers, insurance company, and my company is trying to reach me, but can't because they don't have the temporary number, I'm constantly talking on my cell phone because this is the only number people can reach me at. And Vonage has literally brought me to tears.

On September 24, my number is finally transferred. On September 25, I loose my DSL service and have no phone service. No one at Vonage cared to advise me that Vonage service would not work with my AT&T DSL. And because AT&T leases the phone lines from Verizon in my area, I do not have the "DRY LOOP???" that would be necessary in order to use Vonage.

Now I must tell you, that the only time I received and service from Vonage was after I went to their corporate web site and sent an e-mail to the EXECUTIVE RESPONSE TEAM demanding someone resolve my issues. I was contacted the very next day, a message left to me on my cell phone. I contacted ** who asked me if I wanted to continue with the transfer or to cancel my service. I stated I would like to save money and to get this problem resolved immediately. So, I wait. And on September 24, I thought all was done and I could now move on. WRONG!

I called ** back and demanded she cancel my service immediately. She stated that there would be a fee assessed with the cancellation, it would be in the form of a bill that would appear on my account until the device was returned. I agreed to return the device as soon as possible, (not easy for me, remember I am suffering from a major physical set back and pretty much confined to my home) and as soon as the device was delivered to Vonage Returns, I would expect a full refund of all the money I paid for this ridiculous service.

I clearly asked ** again about the charges, to clarify how again this would be handled. I asked "will this be a hold on my bank account or would this just appear on my bill?" She assured me it would not be a hold on my bank account. I then had to contact AT&T to reestablish my service, however I could not get the same number I had for 3 plus years, I am without DSL and will be for several more days, and have to pay to get the service back.

I've had to contact their tech support people using my cell phone because the only internet service I can use for the time being is yahoo dial-up. My cell phone bill during the period of time of August 10 and today is well over $400.00 thanks to Vonage. I realize this is more like a novel than a complaint, but trust me, there is more. This is as short and sweet as I can make it. I'm still waiting for my refunds. And after reading all the consumer complaints against Vonage, I don't trust them to not charge me even more.

Consequences. Describe the economic or physical damage that resulted. Reconnection fees, cancellation fees, unusually high cell phone usage and charges. Many days, I would have to medicate myself with my prescribed anti-anxiety medication in order to lower my blood pressure. Hours and hours trying to accomplish and complete the Vonage process and the process to then reestablish my service with AT&T. I remember spending one day completely disabled by the emotional stress caused me by Vonage and it's employees. I estimate the money spent trying to save money by switching to Vonage to be at least $600.00!

I called to cancel my Vonage service July 31st, 2007. After getting harassed for at least 20 - possibly even 30 minutes, I was told that I would have to call back because cancellations were done in real-time. I never agreed to the free months they offered, or different plans, or anything else, but stuck to my guns that I needed to cancel.
No other service I have ever had to deal with has ever made it so difficult to cancel. My initial call was sufficient enough to cancel.

When we called to cancel our business Vonage line, they did it right then, although they did say we weren't entitled to a refund of any used days, which I completely agreed with and didn't mind at all. We had unused days on our consumer line also, but wouldn't have minded that they kept that payment even though there weren't any services offered; I just wanted to have the service cancelled.

Although in retrospect, every other company I've ever dealt with, from utilities to insurance to rent payments are prorated for the actual days of service. Why does Vonage get away with keeping payments for days of no service? Just another example of their unethical company?

I kept getting billed, although they "suspended" my account (which means I couldn't use it, but they would still bill me for it, even though I had cancelled it). INSTEAD of cancelling it as I had requested, and each month would correspond through several emails that I had cancelled. I would even get emails that would say their representatives would call me, which they never did, and one final email which would say I must call. All of this I have on record.

I called again September 26 and before the representative could give me the pre-printed runaround spiel, told her in no uncertain terms that I needed to make sure the account was cancelled and that I should not have a balance. "Faye" even tried to keep me as a customer, although she admitted we didn't use the service! What she meant was she would be happy to continue having Vonage bill me for NO SERVICES! I can't think of any company who can get away with billing someone for nothing. Vonage shouldn't be allowed to continue this practice.

After a Google search revealed this is a common practice with Vonage, I cannot let my complaints go unheard. All I'm asking is for Vonage to respect the fact that I called to cancel on July 31st and that I should not have been billed in subsequent months. I'm not asking for anything for free, and they shouldn't either. It is unfair, unethical, and surely the beginning of the end of Vonage. Vonage employs unfair pressure and harassment to try to keep the customers they already have.

While I had Vonage service, I was pleased and would refer my friends to Vonage. My tune has changed. Any company who tries to obtain money from someone and not offer any service must be an company who is operating illegally, and I cannot possibly continue to tout the advantages of their "services". My request is simple and completely fair. July 31st is my cancellation date, and my balance is 0.00. I should not have to pay for services which I cancelled in good faith, and which were unused.

MINNESOTA -- I signed up for Vonage in September 2006. In July 2007, I decided to drop my landline and have my home phone number (Vonage account) ported to Sprint. After 2 weeks my number was not ported. On 19 July, 2007, I went to Sprint, they said they were waiting on information from Vonage. So I contacted Vonage. The customer service representative kept trying to convince me not to leave Vonage that I became so frustrated, I told her I just wanted my account disconnected. I returned to Sprint that day and told them to just assign me a new phone number as I was done dealing with Vonage.

The next morning I my Vonage modem was not working so I disconnected it. Vonage charged my account in August and September. On 24, September I contacted Vonage to request a refund. I spoke first with an Anthony in Account Management. He first told me I could not get a refund because they don't refund for non-usage. I told him because he could not verify I called and asked if I called from my home phone. I told him I did not but understand this as the call was being taped.

His response is if you don't know who you talk to he cannot verify it. I again explained that I didn'€™t understand this as Vonage verifies a customers account several times when you call and I couldn'€™t believe they do not track calls. I asked that he look up the last time I called Vonage and tell me what it says.

He then read to me the conversation on 19 July 2007. He read the notes to me, and it stated that customer asks that the account be disconnected and that I was transferred to whatever group was responsible for porting calls. According to him, they didn't disconnect my account because I was transferred to the other group. I protested this was not fair because I didn'™t know that being transferred to another area of Vonage was cancelling my disconnect notice and asked him if anywhere in the notes it said that a rescinded the cancellation requires.

His response, I never said that you requested your account be disconnected! This is less than n minutes later. I tell him he is lying, he just read it and asked did it say anywhere I rescinded the cancellation. He says no, there is not indication that I did. I point out that he just proved he was lying and he says: Well unless you can tell me who you talked too he can't verify it.

I tell him that it is clear that his motivation is not to help me but to prevent giving me a refund, and that he has proven he is a liar, and I cannot talk to him anymore, and wanted to talk to his supervisor. At first he told me there was no supervisor available and then he finally relented and gave me a direct number for the account management group, but I would have to call back in 1 hour because there system was being updated. This is maybe 5 minutes after he read my account notes.

I call back an hour later and speak to an Iris. I ask if the system is now up. She says we have had not system problems today. I say, "oh I called earlier and was told they are being updated." She said, "I am not aware of this." I explain the situation again. She starts in on the company song and dance, trying to get me to stay. I tell her I have been through this already today. I want my account closed and my money back.

She tries to go back to her script and I tell her that all I want to know is if she is going to give me my money back yes or no. She says "I can cancel your service today and the good news is I will not have to charge you a cancellation fee because you have been with Vonage more than one year." I say that'€™s fine, but I cancelled the account in July and I want the last 2 payments back. She says well she can't do that because had the account been closed in July I would have incurred a $39.50 fee. I finally hung up in disgust.

TAMPA, FLORIDA -- This is the WORST experience I've ever had with a service. First of all their tech support is in another country therefore the people you will have to deal with (you won't want to but will be forced to) do not speak the best English. Also you will come to find out it's a paperless company. (This means there is no paper bill EVER) which is fine if you don't mind having them in your pocket. (Can you really trust someone who is always changing their prices in your pocket?)

I had the service for 6 months. In that time I had a few connection issues which I overlooked as it was only you know 15 minutes here and there during high peak times apparently. My bill changed 3 times in that 6 months due to federal taxes (good excuse).

On the third month of my service someone attempted to steal my identity (could it be the online service with Vonage at fault my ONLY online service??? Hard to say actually once it becomes a federal investigation.) Still I wanted to continue on with them so the 4th month after my debit card was cancelled they couldn't get their money. (Mind you I am not comfortable giving out additional info right after someone attempts to steal my identity). I agreed to switch it to direct draw from my bank account, got them the proper bank routing numbers and they got their money and it was fine the next month.

Same thing they want to do it all over again so we did this time they promised there would be no further confusing 6 month pops around and the same thing by this time my cable co., whom I receive internet service through anyway, offers me to switch to their digital phone service for $15 a month 1/2 of what Vonage charges. I decided finally I had enough of Vonage so I tried to cancel. They made this very very hard on me. Attempted to charge me for an additional month of service which I wasn't going to accept (since I didn't even USE it).

I had to wait 15 mins on hold to get to the first operator then another 10 minutes talking to him for nothing and another 5 arguing with him till he FINALLY got me a supervisor who then informed me I would be charged an additional $42.79 for disconnecting the service at 6 months even though it was their own incompetence that caused my leaving them in the first place.

The CSR flat out refused to disconnect me even though I am already using my cable co for my phone. They only allowed it AFTER I spoke to the supervisor and charged me an additional 42.79. The supervisor did waive the current month charge of 31.44 for the month I won't be using but only after some heated words and a lot of conversation. So in short try ANY company BUT VONAGE. They are cheap for a reason. They don't have good service and it shows immediately once you become a customer. Sorry if this doesn't all sound right but I am pretty mad at this time about this.