Vonage Complaint - Welcome to Vonage
USA, CALIFORNIA -- OK.. I have read what all you have said.. I AM WORRIED!. I JUST went to Frys electronics.. got my Vonage "Internet Phone Service Start-Up Kit"
First of all, I'm SO sorry to hear all have had issues. I feel for you all.. Specially the lady that was having the $1200 dollar dental issue.
I get the phone kit, went to the pc.. and called up Vonage.. What do I do now I ask.. well after 45 minutes of chatting all about Vonage and fees etc, I realize they won't activate or sign me up due to the fact I'm a "RETAIL CUSTOMER" meaning, they "don't get a bonus if you don't receive the kit " from them from sales.So I'm transfered to a different department /sigh.. we were doing fantastic.. great peps.. even the supervisor got on the phone to explain about technical issues on how to hook it up with router modem already present , as he was an ex tech for Vonage. ( It's 1:24 am. I have been at it since about 9pm. Please excuse all errors in spelling .. grammar etc )
So I'm now in a different department.. I ask to guide me through the process on the sign up via web. I'm all guided fine and we say good-bye, then I check the email. Now in the email, it stats the order failed due to non payment of credit card.. ( credit card didn't work ).
( I am doing all this for my mother as she just came back from UK helping and moving my grandmother with her leg amputation, vein and diabetes issues )
So, I walk back into the room where my mother went to after the SEND button of the application was pressed, Explained what the issue is to her.. she gets on the phone to capital one.. " why is my card not working for purchasing" It is working.. in fact we owe you $187.00. I'm told to try again..
I call up support 1-866-243-4357. "Can you please try this again.. the card is good, please try again ".. reply "ok.. lets try this again".. he asks for the account information.. I give the info.. Does the attempt.. fails. I see in the email another message stating it failed. I said try again.. The CSR tries again.. failed..I try myself.. fails. I say thanks for trying and hang up.. Go back to my mother.. give her the info..She said " try this card ". I get another card.. walk into the room and call up customer support again and request this card(name withheld) he tried. It works after 2 times.
FANTASTIC! finally.. I hang up.I told my mother it worked.. she calls up Capital One to see whats going on.. Capital one says your card is working in fact I see the " charges were charged.. and succeeded several times.. you have 3 ( or 4, I cant remember .. its late ) charges of 29.99 on the account.. you have 2 charges of $5.00 on the account and 1 charge of $0.99...."
At this time my mother is VERY upset. "What have you done!" she says.. "follow me.." I said " you saw the first reply in the email stating it didn't work. look at the rest stating the same thing."
I call customer support at billing at the 1-866-243-4357. I ask to speak to a supervisor.. I state its fraud for attempting 2 $5.00 charges and the 1 $0.99 charge.. Where in any document were you allowed to charge my mothers credit card these 3 charges.. Now then, what about the $29.99 charges that Vonage sent me confirmation about the failure to collect. CSR replies Well I'll be happy to help you on this matter.. please may I get your name. I tell her my name.. "Its different from the account holder may I speak to the account holder" she says."I wasn't asked for this info before.. I just answered to the questions they asked about the account information .. not a verification of if I'M the account holder.. May I speak to a supervisor please" I said. She refuses.. "I'll get you the account holder then". I said.
My mother verifies she is the account holder and tells the CSR to add me to the account so that I may deal with it instead of refusing a supervisor just to do all this verification. SO then the CSR is told to, "stop rambling.. all you are doing is rambling on and on and not getting to the point.Please give me a supervisor", by my mother.I then get on the other phone and say " you were told by me to get a supervisor, you asked to get verification of the account holder, now you have it.Also you have been given permission to deal with me on her account, give me a supervisor". The CSR rambles on and on about this and that and my mother (ex government employee)is upset at this point.I tell the CSR " shut your mouth,stop talking and get a supervisor now". 15 mins of silence later.. we hang up.
I call back. I ask to speak to a supervisor directly that I was hassled and ignored in the end after she wouldn't pass me on to a supervisor.. The reply I get is all rambling as if they are reading from a screen.. not even paying attention to my requests. SHE is rude.. doesn't answer me correctly.. and in the background I hear Mario Brothers or Donky Kong.. ( forgot .. its been a while )I also hear snickering in the background.. I say to her " its all funny you all LYAO there while im TRYING to deal with fraud.. non supervisor requests.. hanging up or leaving the phone abandoned. I ask again .. please give me a supervisor.. She goes on and on saying this and that.. I said F off and hang up.
I call back. This time I'm chatting to sales on a different number.. from Vonage.com. I explain the situation and request to only speak to a supervisor,hoping the Sales CSR can get me one. ( which he insisted he would ).The phone is answered by a person stating.. " I'm supervisor M***, how may I help you" I explain in detail, fast ( 12 minutes )what happened.. TRYING to be cool and professional. When I heard " I'll escalated the situation to my supervisor" I said " wait a min. I thought YOU were a supervisor as you stated in the very start of the conversation which is and has been recorded" M*** replies, "I'm not a supervisor" ... We go back n forth a bit and I end up saying in a VERY soft,calm voice, "M***, I want to try to help Vonage here". "See M***,I have read all these issues on the web on Google search.. Recent issues to very old issues.. Its all about fraud, customer service, refunds, etc etc. The ONLY way I can help Vonage is to address a supervisor over the phone .. PLEASE can you JUST let me talk to one please. Then we can solve issues better ok?" [hoping this would make him get me a supervisor] "By the way M***, what is the supervisor's name".M*** replies "N**** L*******" I say,"And how do you spell your last name?" M*** Replies" L***** " I say, "Thanks M***, Ill gladly hold for N**** and thank you for your help" Its about 12:20 am at this time..
So the supervisor gets on the phone .. I complain about all of it.. She stats confirmation numbers of the charges NOT going through and wants to 3 way call Capital One. YEAH RIGHT! I'm thinking.. I can see that happening with my Mother exhausted on this topic and having a ""Supervisor"" on the phone listening to the information on phone verification to my mothers Capital One account.. NOT!! AND its what time now??.. going on 1am..
In conclusion. I threaten with legal action and BBB for fraud on charging the $5.00 x2 and $0.99 x1 PLUS the charges of more then one time $29.99.. Well, N**** , the Supervisor ( hopefully ) stats she will look into the situation.. It will be about 5 days to get back to me.. meanwhile, the phone is in process of getting ripped from AT&T to Vonage and poss. phone records can clear this all up..
Umm .. Yah.
I BEGGED my mother to stop the service now. I said to her " do you trust me? I'm your son. you gave birth to me..Trust me.. don't do it"
Reply: Its the cheapest for USA UK CANADA calling and I need it for my mother. I'm a40 yr. old male.. I have tears forming.. All these outside countries are purposely giving us hassles to break us down..trying to make us mentally drained so THERE countries succeed.. WTF is a USA company VONAGE giving outside counteries our labor for customer service for??.Now let me get this straight.The unlimited plan is for USA,Canada and 5 European countries, WHY is the philipeans handling Customer service. In USA, If WE had SO MANY issues with customer service in a company we worked for,as Vonage has,we would get fired.
HELLO!! MC FLY..there is a serious issue here. People that don't need the extra hassle could use professionalism. Perhaps a multi million dollar law suit is in order. Cause I'm F**kin tired already and its my first day!
Anyone an attorney? Lets rock n roll!
Welcome to Vonage.
Question, If I was to get a refund.. What happens to my phone service start up kit I purchased at Frys Electronics which MAC address has been registered now.. Think I'll be able to get THAT refunded too. :D
Anyone remember Benny Hill.:^)
Cheers .. Gamez