Vonage Complaint - Please...Don't Get Sucked In!!!!
BIRMINGHAM, ALABAMA -- I have spent the better part of the last 2 days on the phone with Vonage trying to get my account cancelled...For the third time since 4/26/07! Yesterday the lady I spoke with was so rude it was unbelievable! The entire time I was trying to talk, she would keep talking over me and would try to prevent me from getting any words in. She just kept telling me the same things over and over. I was trying to unauthorize anymore credit card transactions and she told me that is my banks problem. I tried to tell her that I had already talked to my bank and they said since it wasn't an auto-debit, they couldn't place a stop payment on the debit. Vonage enters the account # every month so that it looks like a purchase that it being made to a local store, therefore making it so that the bank cannot stop the purchase from going through. When I did finally speak with someone in account management, they informed me of a $39.99 Cancellation per phone fee. (I had 2 lines) when I told the lady that this is the 1st I have heard of this, she told me it's my problem, not hers. She said that I should have went online to read the terms of agreement before I signed up.
When I told her I did not have internet access to review the terms of agreement she still said that was my problem. Why was this not explained whenever I talked to the rep. That set up my account is what I would like to know!?! That is how I should have been made aware of this fee! I have now paid Vonage $200+ without any service from them. They told me then that it's not their fault that I didn't use my account...It was there for me if I decided that I did want to use it. Well, that would be fair, but I had cancelled my account when I moved in April and it has taken me until August to (hopefully) finally have my account cancelled (that was with me making a total of 5 calls!). So again, tell me why it's fair that I am not eligible for a refund when I did cancel my account!?! This is the worst phone service I have personally ever dealt with.
Customer service is rude and they act like they never receive any information from you so that they can continue to charge you account. All I can say is that I hope anybody planning to switch over to Vonage gets to read these messages before they get stuck with the service. On a scale of 1-10 of recommendation, I give them a zero!!!! They are a terrible service!!!
Lisa T. Of Birmingham, Alabama