Vonage Complaint - Vonage Cancellation
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 canceling 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.