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Vonage Complaint - Vonage is a RIP-OFF! - Service
Service - Complaint
I am so furious with Vonage. I signed up for their service on April 23, a few weeks later I recieved their equipment, within that few weeks, I have recieved emails stating that my phone number is in the process of being transferred and their would be approximately 24 hours without phone service, well that ended up being more than three days-my number was transferred before I could get my internet hooked up to dsl, even so, since my number was supposedly being transferred, I wouldn't be able to get hooked up to dsl because Vonage took my dial tone from me. After that, I have been on the phone (my cell phone) complaining to Vonage and Verizon that I need a dial tone to get my dsl hooked up and all I recieved the the run-a-round, kept being put on hold and transferred all over the creation-well, let me tell you.....I had calculated up all of the minutes used on my cell phone with just Vonage and I had figured up that I spent just about 5 hours (most of which was on hold for about an hour each time)trying to get an answer. I went without phone or internet for approximately almost two and a half weeks trying to get somewhere. One would tell me that it is the other one's problem they have to fix it-and visa-versa. Once I thought I was on the right track to victory with getting a dial tone, I would get shot right down and right back to the beginning I go. Any way, I had Cancelled Verizon with no problem whatsoever...Vonage on the other hand, I called them two weeks before the "so-called trial period" and they told me that I had to pay the shipping and handling to send the equipment back to them plus 39.95 "security fee". I told them I was not going to pay because my "trial period" wasn't up and I didn't even use the service because no one would give me a dial tone to use either service. I sent the equipment back to them anyway. A few days later, I see a withdrawal in my account from Vonage.....WHAT!!!!! $27.78 for the monthly fee of service. Just yesterday, I had checked my e-mail, recieved a couple of emails from Vonage Customer Care, my account has been cancelled, please check your account for the remaining balance due....EXCUSE ME!!! The next one is better....."On 5/30/2006 we have successfully processed your charge card for $119.98" I was literally in tears when I saw this. I had filed two complaints with my bank and also one with the Better Business Bureau. The sad part about all of this is that one-I wasn't even able to use their service, and two-I didn't even authorize them to withdraw any money from my account. Now I cannot pay any of my priority bills that are due this week!! Thanks alot Vonage! My account is now in the hole because of them. I should have listened to my gut, it was too good to be true.....
Comments:
Posted by chemman on 2006-06-03:
First, let me say that I'm sorry you are having problems with Vonage's billing and CSR, I have their service and like it, it gives me decent service for only $15 a month. But I have to say, part of the fault lies with you here as well. Vonage did not steal your dial tone, you authorized them to port you number over to their service and cancel that number with it's original provider. You knew you needed broadband to use Vonage, so why wait until they switch your number over to try and set up the dsl? Most phone companies require you to keep a phone line to order dsl and did you expect your phone number to work both with your Vonage service and your old land line?
Posted by Sparticus on 2006-06-03:
I have to agree with chemman on this one. They do state in the disclaimer on the sign-up page that high speed internet is required. I think this is a special case where they were not aware you did not have a broadband connection yet. They had no way of knowing your DSL was not active yet.
Posted by UrFriendlyPirate on 2006-06-03:
Vonage works quite well if you have a fast, reliable internet connect. (tr)
Posted by Clearly angry with Vonage on 2006-06-05:
Yes, I realize I needed to have high speed internet for Vonage, but, they said I would lose my dial tone for approximately 24 hours while they finish transferring my number to their service. I did not have a phone whatsoever for two weeks or more-I recieved an email from Vonage four days later stating that my number has been successfully transferred and while I was to wait for the number to be transferred, I would have my dsl hooked up, but I couldn't because Vonage took my dial tone for a longer period of time than stated. Therefore I could not hook my dsl up to use the Vonage (so-called) service. In the mean time, while calling both Vonage and Verizon, I spent most of my time on the phone with Vonage spending at least four hours on my cell phone, racking up minutes trying to get this thing figured out. And after all of that I decided to cancel, and now they have charged my account $147.76 without my authorization-sorry, to me that is illegal and unethical, and unprofessional.
Posted by spickering on 2006-11-03:
Vonage sucks. Right after we got it, we would get cut off in the middle of a conversation. Then after a few months of that, our phone cuts off when we walk into certain rooms of our house. I have had an aunt and a cousin that have also both had it and they have both cancelled with a lot of problems. And with them continuing to pay even after service was cut off for months. It is absolutely a nightmare and i would not suggest it to anyone. Five dollars would be too much to pay for this servicea a month. I wouldn't suggest it even if it was free!
Posted by justsaynotothieves on 2009-01-24:
Vonage is the WORST! I set up my account in October and they have been billing me for two phone lines ever since. Keep in mind that I only requested one line.
To make matters worse, when I try to cancel the second line the "customer service" agent is unable to access that account because I don't have a PIN. Additionally, I cannot provide the answers to the security questions because I didn't provide these answers to begin with.
If you are not using Vonage, good! Don't!!! You will be sorry! To those of you who are saying Vonage is great, just wait. They deserve a great big raspberry or life behind bars.
To make matters worse, when I try to cancel the second line the "customer service" agent is unable to access that account because I don't have a PIN. Additionally, I cannot provide the answers to the security questions because I didn't provide these answers to begin with.
If you are not using Vonage, good! Don't!!! You will be sorry! To those of you who are saying Vonage is great, just wait. They deserve a great big raspberry or life behind bars.
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