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Vonage Informative - Cancel Vonage the easy way
After reading the horror stories on the web, I admit I was ready to go toe to toe with Vonage to get my account cancelled. However, a little upfront work on your end and it is as easy as pie. I thought I would share my cancellation story and provide you with some steps to take to make sure you don't get screwed out of your hard earned money.
So, I signed up for Vonage in Jan 2009. Honestly, I can't complain about the service, never really had any issues. However, because there are much cheaper services out there, I decided to cancel Vonage today. What I thought was going to be an uphill battle, literally took my 10 minutes to do and have the email confirmation proving I am no longer a customer. Anyone looking to cancel, this is what I advise you to do.
1. Get into your on-line Vonage account and change your billing and shipping address to something ficticious. Also, I would advise that if you are using a debit card, you also change the billing to a credit card so you can dispute the charges if need be in the future. Once this is done, save your changes.
2. Call 888-288-7435 (this is the # you need). After 4 rings, no hold time I got a live person.
3. I informed the person that I am moving out of the country and the service is no longer needed. They will go through their pitch to try and retain you, I simply told them that I was transferred overseas and my company picks up my phone bill for free.
4. I am then hit with the $39.99 cancellation fee and then a $79.99 rebate retrun fee for their equipment. While I told the representative that I will agree to the $39.99 cancellation fee, I do not agree to the $79.99 return rebate fee. I simply stated that when I called Vonage to sign up for the service, I RECORDED the initial call and have a copy of it. I emphasized that I verified not once, but twice, that there would be no charge other than the $39.99 cancellation fee, the $79.99 fee is unacceptable and I am not trying to be difficult, but I have a recorded phone conversation and again, verified twice that this was the only fee. I was then put on hold and told that they needed to speak with a supervisor...
5. After holding for a few minutes, the representative came back on the phone, apologized for any inconvenience and then stated that I will not be charged the $79.99. I then asked how much my account would be billed and when that billing would take place. He confirmed the $39.99 and said that the charges would occur today.
Now, I mentioned to change your debit card info to a credit card # through their Account Management system, this is so you can dispute the charges SHOULD they try to charge you more than what was just discussed (in this case $39.99)...
6. Before the call was finished, I asked for the reps name and employee ID # that handled my call. He gave both to me without any issues. I then asked for him to confirm the email adress I have on file and send me an email confirming this has been cancelled. I also stated I would like another email confirming the final charge of $39.99 on my Visa. Witin minutes, I had both sent to me.
So, for those of you who are having trouble or thinking of cancelling, I would certainly try this approach. I probably wouldn't recommend Vonage to anyone, not because their service is bad but between the Class Action Lawsuits and extreme difficulties many have had cancelling (with the exception of myself), I don't know if I would really like to put anyone through that. Besides, this company is losing money left and right and there are cheaper, better alternatives IMO...
Best of Luck!
So, I signed up for Vonage in Jan 2009. Honestly, I can't complain about the service, never really had any issues. However, because there are much cheaper services out there, I decided to cancel Vonage today. What I thought was going to be an uphill battle, literally took my 10 minutes to do and have the email confirmation proving I am no longer a customer. Anyone looking to cancel, this is what I advise you to do.
1. Get into your on-line Vonage account and change your billing and shipping address to something ficticious. Also, I would advise that if you are using a debit card, you also change the billing to a credit card so you can dispute the charges if need be in the future. Once this is done, save your changes.
2. Call 888-288-7435 (this is the # you need). After 4 rings, no hold time I got a live person.
3. I informed the person that I am moving out of the country and the service is no longer needed. They will go through their pitch to try and retain you, I simply told them that I was transferred overseas and my company picks up my phone bill for free.
4. I am then hit with the $39.99 cancellation fee and then a $79.99 rebate retrun fee for their equipment. While I told the representative that I will agree to the $39.99 cancellation fee, I do not agree to the $79.99 return rebate fee. I simply stated that when I called Vonage to sign up for the service, I RECORDED the initial call and have a copy of it. I emphasized that I verified not once, but twice, that there would be no charge other than the $39.99 cancellation fee, the $79.99 fee is unacceptable and I am not trying to be difficult, but I have a recorded phone conversation and again, verified twice that this was the only fee. I was then put on hold and told that they needed to speak with a supervisor...
5. After holding for a few minutes, the representative came back on the phone, apologized for any inconvenience and then stated that I will not be charged the $79.99. I then asked how much my account would be billed and when that billing would take place. He confirmed the $39.99 and said that the charges would occur today.
Now, I mentioned to change your debit card info to a credit card # through their Account Management system, this is so you can dispute the charges SHOULD they try to charge you more than what was just discussed (in this case $39.99)...
6. Before the call was finished, I asked for the reps name and employee ID # that handled my call. He gave both to me without any issues. I then asked for him to confirm the email adress I have on file and send me an email confirming this has been cancelled. I also stated I would like another email confirming the final charge of $39.99 on my Visa. Witin minutes, I had both sent to me.
So, for those of you who are having trouble or thinking of cancelling, I would certainly try this approach. I probably wouldn't recommend Vonage to anyone, not because their service is bad but between the Class Action Lawsuits and extreme difficulties many have had cancelling (with the exception of myself), I don't know if I would really like to put anyone through that. Besides, this company is losing money left and right and there are cheaper, better alternatives IMO...
Best of Luck!
Comments:
Posted by madconsumer on 2009-08-24:
so really what you are telling people to do is LIE.
"I informed the person that I am moving out of the country and the service is no longer needed."
"I informed the person that I am moving out of the country and the service is no longer needed."
Posted by justthefaxx on 2009-08-24:
I'd rather lie to them than get scammed for months on end for monthly charges I shouldn't be getting.
Posted by clutzycook on 2009-08-24:
is that lie going to hurt anyone? No. If it doesn't affect the fate of nations and helps you get out of a contract with a pain in the you-know-what company, more power to 'em.
Posted by JK007 on 2009-08-25:
Yes, lie. Why not? Why be held against your will locked into a contract that wasn't even a contract to begin with? I was never told about a cancellation fee or another $80 retrun fee, so I was lied to when I signed up.
Posted by BokiBean on 2009-08-25:
I think telling people how to lie is a poor way to go about getting your way. Not helpful, sorry.
Posted by bearkatkitten on 2009-08-25:
"I was never told about a cancellation fee or another $80 retrun fee, so I was lied to when I signed up."
You never did think to ask if there was a cancellation fee? Don't assume that you're going to be told everything when you sign up for something. If all else fails... ask questions. If they don't tell you there's one and *then* they charge you one, they lied. And the "asking questions" just doesn't apply to Vontage, should apply to anything and everything you sign up for.
You never did think to ask if there was a cancellation fee? Don't assume that you're going to be told everything when you sign up for something. If all else fails... ask questions. If they don't tell you there's one and *then* they charge you one, they lied. And the "asking questions" just doesn't apply to Vontage, should apply to anything and everything you sign up for.
Posted by JK007 on 2009-08-25:
oops
Posted by JK007 on 2009-08-25:
You don't understand. I called a Vonage rep and acted like I was a new customer interested in signing up (before I cancelled my existing account). I recorded the call. I asked the rep twice about the cancellation fee and was told about the $39.99... I asked if that was the only charge if I cancel within a year and they said Yes. Not once, but twice. So, while a do appreciate the moral lecture about lying, you can see it works both ways. I simply beat them at their own game. If they aren't going to be honest with me, what choice do I have?
Posted by JohnInSoCal on 2009-08-25:
I choose not to be dishonest no matter how shady the company is. Vonage tried to screw me over, and lost. I understand why you did what you did. It is simply not the way that I choose to conduct business.
Posted by BokiBean on 2009-08-25:
No, I completely understand why you did it, but I just don't think its honest.
You did indeed beat them at their own game..I think it is dishonest for them not to be upfront about THEIR crappy company policies, but as my mama says, two wrong don't make a right.
You did indeed beat them at their own game..I think it is dishonest for them not to be upfront about THEIR crappy company policies, but as my mama says, two wrong don't make a right.
Posted by connie on 2011-12-14:
I have been doublely screwed over. I signed up for a bundle package. The phone through Vonage and the internet service through Earthlink. Called to transfer service on Nov. 28th. vonage said the phone would not be transfered until Dec. 11th. (no problem or so I though) Dec.5 (monday) I tried to hook up the internet. Wouldn't work. Called Earthlink. They said the tecks there couldn't find the problem- someone would call me tommorrow. Tuesday- no called- I called that evening. No one could help- I needed to call back Wednesday. Called Wed. After almmost an hour. They were going to send someone to the house on Thurs.(between 9am to 8pm) The problem was in the lines coming into the house. Thurs.I was home all day. no one came. 8:15pm I called- no teck had the time- they will be get Friday. Friday came. Interne worked BUT phone wouldn't. They had disconnected the phone to connect internet. Called Earthlink. Teck stated for 50 minutes"We no send teck to home". Finally transfered. The admitted they did this but now its the phone companies problem. Called old phone company because Vonage was no in service yet, they came out the next day- FIXED. Tuesday I find out I can make outgoing calls but calls can't come in. Call Vonage. They can't fix this for 3-5 days- no tecks in area. Wednesday. No phone service at all.
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