Vonage Complaint - Canceling was a NIGHTMARE
Resolution Update on 10/31/2007:
As stated in my first post, the BBB resolved the issue.
Trying to cancel the service was a complete nightmare. There were 911 calling issues associated with my account that they promised would be corrected within 4 weeks. During that time I kept a landline phone active because who can predict when an emergency will occur.
After 8 weeks of waiting with no resolution to my 911 issue, I called to cancel my account. When calling customer service, you are transferred to the Philippines. After being on hold for about 40 minutes waiting for my call "to be answered in the order received" it was extremely difficult to understand the representative handling my call because of the accent. To top it off she could not cancel the account. I was given a number and told to hang up and call. Okay, she gave me the SAME number I had dialed to get her. When questioned this, she agreed to transfer me.
Okay, this story is getting to long so I will cut it down. In total I spent approximately 4 and 1/2 hours on the phone and speaking to supervisors trying to get the account cancelled and I finally think everything is taken care of. I was wrong. I find out two weeks later that they did NOT cancel the account. When I called back they denied that I had even called the first time.
So, I gave up. I sent my complaint to the Better Business Bureau of New Jersey (Vonages local district) and they took over. I was informed that Vonage's membership within the BBB was terminated because Vonage failed to meet its response requirements and other administrative issues, but that the Better Business Bureau would still accept and follow up on my complaint. In the end it took 2 months to cancel the account and get the early termination fee waived, but it can be done! It's a shame that the Better Business Bureau, an outside agency had to get involved in a dispute such as this. Vonage should step up to the plate and resolve their own issues in a professional and responsible manner.
As a corporation, Vonage has failed to live up to its Corporate Citizenship responsibilities. It does not look out for the quality of its service, nor does it care about our safety. They FAILED to follow up on my 911 concerns after they had PROMISED to resolve my issues and promised to follow up with me. Regardless of their "disclaimers" regarding 911 service, to be promised resolution and then to hide behind a disclaimer is socially irresponsibile.