Vonage Complaint - Cancelling Service - Extortion is the best word
DELAND, FLORIDA -- Here is the letter I faxed, emailed and sent US Mail. The service NEVER worked with Wild Blue, and I believe they are aware of it.
23 Main Street
Holmdel, New Jersey 07733
RE: My Account
On or about October 15th of this year I received a Vonage VOIP modem. I purchased this plan [$24.99 per month] because of the low cost and the fact that it works with Wild Blue Satellite Internet service. I purchased this service online because I had no telephone.
With minor difficulty I was able to get the system to finally connect, but the telephone calls we tested would not go through. I went back online and went through the manual that came with the device and over a period of the next 30 days attempted to make telephone calls.
Out of the ½ a dozen telephone calls made, calls were not received, echoed or disconnected without notice. I contacted a Vonage Tech and was informed to try a few different things like moving the Motorola device away from any other equipment.
This too, failed.
I then contacted my Internet Service to see if there was an upgrade, so I may use the Vonage telephone. Much to my surprise, I found out this was against the agreement with my satellite internet provider and that my service would be disconnected if I intended to use the Vonage system.
This is contrary to what I was led to believe when signing up on the internet with Vonage.
Having this knowledge, I went back online to cancel my service. This, of course was not allowed. You can order service online but cannot cancel service online. Terrific. My Vonage telephone doesn’t work, but I can’t cancel the same way I ordered.
So, my next opportunity to use a “land line” was Saturday 12.08.07. Wonderful. You cannot cancel service on the weekend, but you can order service. This makes no sense and is beginning to aggravate me.
I was able to get to a “land line” during the evening this past week, however, the offices for cancellation purposes was closed.
Finally, on this date 12.18.08, I was able to make a phone call to the “cancellation” office. I began to tell my story to the Operator, and she promptly told me, that I was past my trail period and that I would be charged a fee of $120.00.
I emphasized my inability to contact her office because the Vonage service did not work and that online communication was not an option. The “robotic” operator continued to press the “agreement” issue.
I requested to speak with the supervisor. She said she was the manager. I asked to speak to her supervisor. She said there were no supervisors. I requested another number for a supervisor, she continued the same answer. I insisted I was not hanging up until I spoke to a supervisor or had a contact number. She put be on hold for several minutes and returned saying the supervisors “were too busy”.
Obviously, these trained employees, representing your company are liars. There is no other word for it. Clearly, there was a supervisor[s] and there was not intention of allowing me the decency to speak with such a person.
I have no reason to believe shed told me the truth about her name, Blen and her ID # N515.
After 40-45 minutes, she closed my account and gave me the number to billing and collection. Nice.
I do not intend to be misled into getting service, lied to during service and pay for service that does not work. I do not intend to be “extorted” by customer service thugs.
I am sending my Motorola unit, brand new in the box, back to your office. I expect my account to be cleared of any all charges, without delay.
I will, in turn, wait on contacting the BBB, and New Jersey and the Florida’s Attorney General’s office, as well as, the FCC consumer complaint department.
Please handle yourself accordingly,
208 N. Woodland Blvd.,