Vonage Informative - Deliberate change of address
RUTHERFORD, NEW JERSEY -- I ordered Vonage thinking I would save money on Feb. 14, 2008. After the first week, I did not receive any equipment even though it was going to take only 3 days for them to ship it. Then, a representative from Vonage called asking how my service was. I told her I had no service because I didn't have the equipment. I eventually found out they did not have the correct address information in their system. So I was on the phone for an hour fixing the address, three-waying ups agent to redirect the shipment to my correct address.
Today, March 1, 2008, I called Vonage because I didn't have the equipment still. After calling numerous times, over 2 hours on the phone... they told me the address on file was the same wrong address as before, somewhere in lyndhurst NJ. It appears they never, or deliberately did not change the address in their system. Yet... the tracking of the UPS shipment showed that the item was redirected to somewhere in Pennsylvania... how could this happen?
It didn't make sense to me because I had the Vonage agent and the ups agent threeway calling to confirm the correct address a week ago. They spelled out every letter ("'T' as in 'Tom'" etc. etc.) correctly at the time. The only way for UPS to make a mistake and ship the item out to an address in Pennsylvania instead of New Jersey is if someone from Vonage with the tracking number called in and changed the shipping address again. I know there could be some human error involved, but what are the chances that UPS messes that up?
Later on, I stumble on to this site and find out that other people are having a hard time cancelling the service because of the address conflicts. And it struck me that Vonage is deliberately doing this so that they can continuously hold on to your number and charge you. The possibility that many others were having problems with address conflicts is no longer coincidence but leading to planned business strategy on behalf of Vonage.
I wanted to cancel my Vonage service right away, but I have to wait until Monday to speak to their "account managers". I hope they won't give me the same problems other people had in cacelling. I'm still in my one month period since I ordered the service and I want my refund of 50 bucks they charged me. In the meanwhile, I wouldn't be surprised if I have to call my credit card company to dispute the payments if things go sour.