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Tomekaxali Posted:
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Hi all We have
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Vonage I have FINALLY disconnected my service with Vonage. It was really a bad experience

I have FINALLY disconnected my service with Vonage. It was really a bad experience dealing with some of Vonage's customer service representatives who seems to implement some deceitful scheme of offering customers (who like me have decided to switch to other service providers) with 'FREE' extended/extra phone service.

I initially called sometime May 2009 to have my account terminated. The CSR(1) that I spoke with was very courteous and told me to reconsider my decision of disconnecting and offered me 1 FREE month of service just to compare call quality with my new service provider. I accepted this offer and WAS TOLD to call again before June 5 to finally request service disconnection incase I finally decide to do go with my new provider. After that period, I called again June 4th (?) to finally request termination of service with Vonage. And this time, the CSR(2) that assisted me said that since I have been a good customer (without record of late/missed payments) for more than 2 years, they can offer a service to forward calls to my Vonage number to my new number - for FREE again (for one month)! And since it was a good idea to have this feature for free, I availed of this. But I was NEVER told that to avail of this offer, they would need to keep my account active for another month and would ENTAIL and REQUIRE me to call them again after one month to have my service finally disconnected. All the while, I was thinking that my account was indeed disconnected during that second call or will automatically disconnected after one month and that a FREE and SPECIAL service for 'good/long time' ex-customers was being given to me. What a way to show gratitude to ex-customers (that's what I thought then). But to my shock , I noticed that I was again recently billed last July 6th 2009 for services from July 5 to Aug 6, 2009. I again called one of their CSRs and experienced one of the most RUDE and UNREASONABLE CSRs(3) I have ever dealt with. I explained to her that I was never told by CSR(2) that availing of the FREE call forwarding service will entail that I am agreeing to keep my account active for another month and that I have to call again after one month to have it disconnected finally. Unlike the conversation with CSR(1) where in it was clear that I have to call again after 1 month, hence I did on June 4th. She was telling me that CSR(2) also never instructed me 'not' to call Vonage so why didn't I call to have it cancelled after one month? WOW! What kind of logic was used to give that reason? Blame was fully being pushed over to my side saying that I should have known that they are keeping my account active for another month and that I should have known that I need to call again by July 6th to have it disconnected, since I already had a previous experience of being given this promo for previous month. And since I can no longer afford to waste my time listening to such ILLOGICAL reasoning I just told her to have my account terminated immediately (and just agree to pay) and asked her not to even dare offer or apply any such deceptive FREE promotions in my terminated account to mislead ex-customers like me and lure them into another trap of unknowingly extending their service. I'd rather pay the $30+ dollar bill than waste further my time talking with this RUDE CSR(3). It's just 30 bucks anyway! But I will make sure that I can atleast share this experience with other Vonage customers, how 'great' you reward your ex-customers - so they will never be a victim of this misleading scheme! :twisted: So beware when that day comes when you finally have to call Vonage to have your services disconnected...beware! :twisted:

Read The Full Thread:

Beware when requesting for disconnection of service

Sorry to hear CSR3 was rude to you. However, common sense would tell me they couldn't
Sound typical for lots of companies. I had a Sprint cellular phone several years
You kept paying premiums for rental insurance on a property you were no longer
I also had car insurance with them. The state the policy was in seized people's

derik2r posted "I have FINALLY disconnected my service with Vonage. It was really a bad experience" on 07/16/2009

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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 for details.

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