Vonage Complaint - Vonage: Too much hassle
Three big problems: high pressure sales reps, hassles in canceling, and hidden charges:
After eight months of satisfactory service and glowing recommendations to our friends, Vonage has lost our business for good.
When we signed up for Vonage, our major concern which we repeatedly emphasized was that we could not sign a long term contract since we would be moving out of country.
When we did call to cancel, we had a high intensity salesman talk us into taking our account with us to the U.K. But due to our uncertainty over DSL access, we again emphasized that we might decide to cancel when we were settled into our new home.
As it turns out, our residence is provided with wireless internet, making a DSL connection unnecessary.
Our internet account page appears to offer the option to cancel on line. We jumped through the hoops for this to happen. When we got our next bill, we realized that Vonage had not canceled our service.
We made a phone call to cancel. We were directed to a customer service agent which probably was based abroad. She insisted on reading through a 20 minute script designed to change our minds. My wife repeatedly said, "No. We just want to cancel." She said this no less than 30 emphatic times.
When the mindless operator finally finished her script, we were informed there would be a $40 cancellation fee. Supposedly this was part of our contract. However, since we signed no contract, and all agreements were by voice, we are sure that we did not agree to a contract with a cancellation fee.
We asked repeatedly to speak to a supervisor. Our mindless, robotic operator would not transfer us to a supervisor.
We are subscribed to pre-paid legal services. We are now handing our bill over to our lawyer. We are also contacting the state's Attorney General's office.