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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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