NEW JERSEY -- 2 years ago I was sold on Vonage and signed up for a business account. Although the call quality left a good bit to be desired, the benefits were so much better than our old analog system that we could live with it. But the first of this year 2021, our Vonage service became increasingly unreliable. I tried to reach out to tech support but after more than 4 hours of waiting, I still had not talked to a person.
Neither did they answer any of my emails or respond on the chat service. Even when I got an email from my new account manager and tried to tell him my frustrations, he never answered my email. So I decided to go with a competitor in July of this year and sent a cancellation email to Vonage. I got a reply that I had to do that by phone and spent more time trying to cancel by phone but DID NOT get to talk to anyone.
Finally in frustration, and since we couldn't afford to continue to pay $258/ month for a service we were no longer using, I told my credit card company to block any further charges to Vonage. Finally, I got a call from a Vonage person trying to get me to pay and when I told him it was too late, I had already gone with a competitor. He said he would turn it over to the cancellation department. (I have recordings and emails.) The last email I got from Vonage they said my account had been cancelled and that I might get a final bill and that this bill would be due September 15th, 2021. I never got a final bill. What I got was a collections notice for $2854.58 dated Sept. 9, 2021. They had turned it over to a collections agency BEFORE they said it would be due.
ALBUQUERQUE, NEW MEXICO -- Today 8/5/2015 at 3:46 PM MST I was finally called by VONAGE 732-332-2100 AFTER I had already tried to work with Vonage on these issues since 7-30-2015 and I finally had to tell Vonage that all contact MUST go through IC3.gov, FCC.gov, FTC.gov since they would not work with me - just sending the exact same information over and over again. I was not home but message left on vm.
Why is it that the only way that Vonage will want to work with anyone is only after the customer has been forced to file complaint with IC3.gov, FCC.gov, FTC.gov? Why will Vonage not work with someone before it becomes necessary to file complaints with IC3.gov, FCC.gov, FTC. gov? Why is it that Vonage will call to work with someone once they have filed with IC3.gov, FCC.gov, FTC.gov but not until? I feel that is not only offensive, but planned by Vonage! How much is ignored so that the customer becomes frustrated and gives up? How many people has this been done too? What kind of profit can be made that way by any company?
Vonage would not work with me each time I asked them too, only giving me a BS explanation for ABUSE, so I finally told them that all contact on these issues MUST go through IC3.gov, FCC.gov, FTC.gov... NOW Vonage wants to talk with me. NOW Vonage wants to work with me BUT NOT UNTIL I have had to file with IC3.gov, FCC.gov, FTC.gov! Now Vonage wants to work with me BUT NOT UNTIL I have finally given up with all the BS and told them that all contact must go through IC3.gov, FCC.gov, FTC.gov! I feel that too is abuse of customer since the only way to get help is to file with ic3.gov, FCC.gov, FTC.gov!
I had wanted Vonage to work with me on the call issue problem, THEN I also wanted Vonage to work with me on the abuse by member of Executive Response Team stating "We don't" which in all my years of customer service has meant "We done bro - don't bother us no more" and the BS response I got was that an apostrophe in the middle of the message caused a glitch in the email system. In my 3 years as Professional Technical Support I never saw that happen to date! It as a BS excuse PURELY to get away with customer abuse!
First Vonage advertised for service 9.99/mo with phones! Vonage advertised, "call or go online". I went online! The service was set up but the phone was not sent. When I tried to call Vonage the 3 calls were answered by 3 different people whose English was so bad and broken they could not understand me. Those 3 people just shut me down and told me "Too bad!" Vonage would not help until I filed with IC3.gov, FCC.gov and FTC.gov for FALSE ADVERTISING. ONLY then when I filed with IC3.gov, FCC.gov, FTC.gov did Vonage want to work with me, but not until!!! response Vonage.com #**.
PEARLAND, TEXAS -- You cannot provide notice of cancellation online -- just not allowed. YOU MUST do it on the telephone. I waited over 30 minutes and then got an agent who asked several questions to establish identity, and when asked why I was calling, I stated I wanted to terminate my service, and then he said he couldn't do that and needed to transfer the call. This happened 2 times.
I finally am giving up the effort based on what I feel is a reasonable effort and investment of my time attempting to comply with their required method for providing notice of service termination. I will write a letter to their Corporate Office by certified mail informing them to provide notice of my effort to provide notice to terminate my Vonage service.
If you plan to cancel your Vonage service be prepared and set aside at least one-half hour to get through their archaic and arduous process. I was on the phone a total of 18 minutes with the representative as he would ask a question and then put me on hold for minutes at a time. The delays had nothing to do with with account verification that was handled up front without any delays. At various holds and pickups I was offered options to cancelling, including a drastically reduced rate. Hmmm, why wasn't I offered that when I signed up for the service. I have no complaints about Vonage's service. It was fine. But cancelling left a less than positive taste in my mouth. Good luck.
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.
Get into your on-line Vonage account and change your billing and shipping address to something fictitious. 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. Call 888-288-7435 (this is the # you need). After 4 rings, no hold time I got a live person. 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 to retain you, I simply told them that I was transferred overseas and my company picks up my phone bill for free.
I am then hit with the $39.99 cancellation fee and then a $79.99 rebate return 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...
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)...
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 address 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. Within 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!
PITTSBURGH, PENNSYLVANIA -- Vonage ruined my life. I am a disabled person in need of a good working telephone service for life sustaining support. Vonage called my home, and convinced me that I would save money. I had Comcast VoIP that worked perfectly before the big switch. They are manipulating from the very beginning, first they charged my credit card (Beware of any service who charges because they don't do paper billing) an activation fee which was never disclosed, and other fees I was not aware of.
Then they sent an email saying welcome, here is your "virtual" phone no. till your home no. is transferred, and here are the Terms of Service you are bound to. Since when does somebody agree to something then given the terms afterwards, and say your bound to them? I'm not going to repeat what you all can read about their lousy service, what I am going to do is advise you that they will do whatever it takes to get your money, all before you realize it.
They are scam artists, and what most people don't know is they are not governed by the FCC except for two things, 1. Your Local Number Portability, and 2. Providing 911 service. Now my line never worked properly, so how could I call for emergency service if it doesn't work. Also, they offer a 30 day guarantee which they will do whatever it takes to extend you beyond that period with transfer delays, delays in troubleshooting their service, blame your ISP and play the blame game with your original provider, anything.
How do I know this, well I maybe a disabled person, but I have a degree in Electrical Engineering (I also have a FCC License in Amateur Radio), I am someone they did not fool. I will be filing a lawsuit against Vonage, they caused me, and my family both physical and mental abuse over a 5 week period with their promises to fix their lousy service and their lousy third party carriers.
They fail to disclose many things, even when I cancelled the service, they think it's perfectly acceptable to steal your money by telling it's a recovery fee for their phone adapter when you want to send it back, and a termination fee for subscribing to a non working line. I have filed complaints with the FCC, FTC, New Jersey BBB, and plenty more to come, even if it takes me to testify before a Senate, or Congressional Committee to stop these scrupulous thieves.
Vonage is deceptive, and couldn't care less who you are, it's all based on deception. My only purpose now is to forewarn you people are even thinking of switching to Vonage, just get smart and search the internet about these complaints, they are all the internet. Maybe the CEO Mr. Jeffrey Citron needs to be taken to court again, just like when he was ordered to pay back millions for Exchange and Internet Fraud.
You change the spots on a leopard. I stopped them from further charging my credit card, I closed the account, filed a dispute, all for services not rendered, and I will get it back, every penny plus for ruining 5 weeks of my and my families life, rest assured Vonage, what comes around goes around.
HOLMDEL, NEW JERSEY -- ** is a customer service “manager” at Vonage who reports directly to the office of the CEO (wow). This customer service office is located at Vonage Corporate 23 Main Street Holmdel, NJ 07733. One would think my call to this employee regarding my dissatisfaction over broken promises (ex. my issue has been escalated, I'll receive an email confirmation, your home security system will not be affected), unfulfilled services, inability to transfer my phone line, yada, yada, yada would bear some weight. Wrong!
Like a well trained dog, this employee's response to my request to cancel (despite the numerous previous calls to customer service for updates and resolution) was met with a regurgitated reply “You have exceeded the 30 day return policy and will be charged a $40 cancellation fee and $80 for the router. No exceptions to the policy!" “But”, I explained, “every time I've contacted your customer care center, I was told it would take just a little more time to switch my line over… ”We expedited it!” Had I been told that Vonage was unable to transfer my line, I would have cancelled the service within the terms of your policy.”
"Sorry," he replied…"no exceptions!" As the conversation progressed, I became increasingly agitated. I demanded to talk to someone higher…his manager, perhaps? "Sorry, there is no one higher than me." "Great, if you have no superior to discuss the matter with, you must have the ability to make exceptions to the return policy due to your company's inability to provide me the service I was promised." "Nope sorry, the policy came down from the CEO, no exceptions."
Well this went back and forth as you can imagine; they are very well coached and scripted agents. It's like playing a shell game to try to get answers. The only sliver of information I was able obtain was the name of the CEO (Michael Snyder…no phone number of course). Unsatisfied with this limited information, I did a little digging on my own. Below are several of the corporate officer names and titles. Each (except Michael Snyder) has voicemail accessible from the automated corporate directory at:
732.528.2600 . MIKE SNYDER, CEO, JEFFREY CITRON, CHB-CHIEF STRATEGIST, JOHN S REGO CPA, CFO,
MICHAEL TRIBOLET, EXEC VP-OPERATIONS, LOUIS MAMAKOS, CTO. Corporate Fax: 732.834.0189. So far I have left voicemail for all officers except Mike Snyder…I emailed him at firstname.lastname@example.org, but I'll get his number too!
The bottom line is that Vonage misrepresents the service that they are capable of providing and strings you along until your 30 day cancellation window has closed. You contact customer service which allows no recourse nor the ability to escalate your issue.
The facts that (1.) they are in the process of going public, therefore cannot risk loss of revenue; (2.) have most likely exceeded their marketing budget ($200 per subscriber of apx. 1.4M active subscribers); and (3.) had to replace their CEO (Jeffrey Citron) prior to going public due to fraud charges stemming from his days as a day-trader with Datek Online in the mid-90s (settled by Citron personally paying $22.5 million to the Securities and Exchange Commission), probably have something to do with their current business practices. Jeffrey Citron remains chairman of the board and retains 41% interest in Vonage.
In response to ** comment, it may be out of your comfort zone to escalate matters to a "C" level officer of a company, but in my experience as a corporate manager, the lack of consideration and service that Vonage has illustrated would never be tolerated in my company. That being said, I feel perfectly just in raising the issue to the CEO (who I'm told is the architect of the "no exception" policy) when offered no alternate solution. I'm sorry you don't feel important enough based on principal. Hope this information can help YOU!
WOODLAND HILLS, CALIFORNIA -- This company is a joke. I've been with these muppets for over 7 year. My $25 plan slowly went up to $50 so I canceled today. I noticed they started my next month and charged me $50. I phoned to say I've canceled, please refund my money. They are now saying I canceled on the day the next billing cycle started so I can still use the service for a whole month. I told them I've already ported my number to Magic Jack, so it looks like buyer beware. After our conversation they then tried to sell me another plan, jeez they're thick as **. Vonage are a bunch of comedians except I'm not laughing. Steer clear at all costs. No customer loyalty whatsoever.
SPRINGFIELD, OHIO -- My comment is not about Vonage service since I do not have Vonage, rather it is more comments to the Vonage company. I was considering switching my landline service to Vonage, but after having read all of the negative reviews regarding their poor service I have decided not to switch to Vonage. Rather I will go with a company that has better reviews.
I am more that sure there are a large number of people who have come to the same conclusion.
My post is to Vonage, perhaps you really should look into improving your service. I'm sure you would make up the extra cost of doing business professionally by gaining those of us you have lost to poor reviews.
NATIONWIDE -- I had a contract for VOIP service for 12 months. A couple of months prior I notified them that I would not be extending my contract. I paid the last payment and acquired another service, ported my number and went on with my life. Until a few weeks ago I received a call and letter from a collection letter from Penn Collection Corp that I owed them $78.29, for a period after my contract was up.
Repeated calls to them have not resolved the problem. I am in process of filing complaints with FTC, FCC and The Consumer Protection Agency, and I am attempting to file a criminal complaint with the Attorney General's Office in Virginia. I think the public should know that this company is crooked and doing business with them will probably create credit issues that will haunt consumers for a long time.