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Vonage I contacted Vonage after seeing the commercials and ads while on-line. On May



I contacted Vonage after seeing the commercials and ads while on-line. On May 24, I spoke with a fast talking, very little English speaking sales rep.

She answered my questions, the most important being can I keep my existing phone#. I also asked if there would be any set-up/installation fees and if there was any charge for the modem I would need, or any shipping charges. She answered no, there would be no up-front charges and the first month would be free.

I decided to give the unlimited local/long distance plan for 24.99 a try. The sales rep explained I would receive my modem in 48 hours.

I gave her a debit card, for future monthly payments and hung up.

The next day, while reviewing my checking account history on-line, much to my surprise my account had been debited by Vonage for 44.99!

I went on-line, found a Customer Care # and called. I spoke with yet another very little English speaking person who asked me my phone#, which I gave him. He came back and said he couldn't locate that number so he looked me up via name/address. He verified that my account had been debited for an initial set-up fee as well as shipping charges for the modem and also informed me of my new telephone number. What new telephone #? He quickly explained that in the area of Maine where I live, and that the local phone company I use, did not have the ability to transfer my existing # to Vonage.

I decided then and there, that in addition to be lied to about up-front charges, and that I only wanted to make a change if I could keep my existing #, that I wanted to cancel my service with Vonage.

The Cust. Care Rep explained that he couldn't do that, but gave me a cancellation # to call.

Five days later I have tried that number as well as a few others I found, only to get a recording that said the wait time could be as long as 45 minutes. I have placed over 25 calls, I put my phone on speaker and wait for someone to pick up. I have held as long as 1 1/2 hours.

I called the sales # (of course that department is quick to pick up the phone), and have explained my situation 5 times to various reps, each one assuring me they would directly transfer me to the cancellation department with a wait of less than 3 minutes. Unfortunately, once again I sit like an idiot waiting for someone to take my call.

I finally found another number today and after 15 minutes spoke with a woman, who took my info, listened to my situation and then told me the only number for cancellations was the one I had, and that they were there 24 hours a day, and the best time to call was between 1am and 4am. I believe my voice escalated as I exclaimed "you've got to be friggin kidding", at which point she said there was not need to be rude and hung up on me.

All I want is my 44.99 back and an address to return the modem. I am an educated consumer and feel like a total dope for thinking Vonage was a deal. This has been no deal.

I made several phone calls today, Attorney General, Consumer Hotline and a TV reporter friend who is going to investigate the situation.

Any one have any ideas? Thank you.



Read The Full Thread:

Just Want to Cancel Service


Not at all. If you have made good faith efforts to resolve a billing dispute
I wonder if Vonage is Listening or even Cares, Definately not the way to do business
Hi, I got similar kind of situation.I signed up with vonage in last october
Great idea, except.... It used to be easy to cancel. CAll the 866 #, press the
[quote="blakadherI always let them send me the "Monthly Selection" and then
Have been "attempting" to cancel our service for the last 2 weeks. Have called
I am fortunately a very satisfied Vonage customer. I signed up on-line, got my
I always let them send me the "Monthly Selection" and then just marked it "Return
Just make sure if you have to that you do those 2 things in the opposite order (port

maineshoe posted "I contacted Vonage after seeing the commercials and ads while on-line. On May" on 06/01/2006

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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

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