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Vonage This is a long post because what Vonage did to me was long. If you are a Vonage customer




This is a long post because what Vonage did to me was long. If you are a Vonage customer I suggest you read this for future reference.

I have been a Vonage customer for many years and when I first got the service I couldn't get a local number. I ended up getting an out of state number. I waited for years and Vonage finally got my local area code.

I called them to get my out of state number changed to a local number. First of all, it took several calls just to get someone on the line, due to what they said was "large call volume". They basically tell you that you can call back or be an idiot and wait a very long time. Second you have to deal with outsourced customer support from the Philippines and you can't understand a word they say usually. I even asked for someone who spoke better English & they say "I can help you with your problem". They just don't want you to know they have no one that us Americans can actually understand.

They told me there would be a service fee for changing the number which I thought was crappy since I was a long time loyal customer. Then she says that they have a special going on & if I get a new number that I will get it free for two months & avoid the service fee. Then I could cancel my old number within two months and only have the new local number. The representative on this call was Kim, badge #11379.

I thought this was fine because I would get to have two number for the price of one for two months which would allow me to transition into the new number slowly & make sure everyone has the new number. So I added the new local number and all was good.

Let me mention that if you are giving them new business, more business, or more money they will treat you like gold & all transactions are completed quickly, but it is a different story if you are canceling your service, canceling a line, or having technical problems because they get no money for these tasks.

I keep my two lines for two months and then I go to cancel the out of state line and keep my local line. This is when good old Philippine based customer service shows their other side. Dr. Jekyll turns to Mr. Hyde. Of course you go through the waiting game again and have to wait until they aren't experiencing large volumes of calls. I finally get someone. I didn't get her name or badge. I tell her specifically which number I want canceled and the one I want to keep. She puts me on hold and tries to change them a few times and proceeds to tell me that their systems are down. I ask if I have to be on the phone while she does it and she says yes but then says I will tell the engineer to do it when the system comes up.

I wait for days and nothing happens. Finally, after days one of my numbers are gone. But guess what? They canceled the wrong number and left me with the same **** out of state number. I should also mention that I just graduated college & I am in the process of job interviews, so I gave out the new number thinking the old one would be canceled.

I call back again. I talked to Walter - Badge #10624 & told how frustrated I was. He first said he would get it fixed that day. He put me on hold four or five times and after 30 minutes he says that he promised it would be fixed within 24 hours. Guess what? That was Friday and this is Monday and I still have the same out of state number.

I called again today and guess who I had the privilege of speaking with, good old Kim - Badge #11379 that talked me into getting two lines in the first place. I shouldn't have to say I was furious. I basically said fix it now or I want to cancel my service. Of course they probably wouldn't cancel your service if you told them to. At first I ask to speak to a Manager or Supervisor & of course I get "I can help you". Undoubtedly you can't, you Philippine retard. She says she will have this problem fixed today but I'm not counting on anything. I said next time I have to call when you screw up can I have the name of a Supervisor and good old Kim - Badge #11379 says "I am a Supervisor". When she said that all I could think of was the lyrics from the Moby song that goes "That's when I reach for my revolver; that's when it all gets blown away".


Bottom line:
Vonage treats you fine when you are upgrading or giving them more money.
Vonage treats you like a pile of stepped on dog doo when you want to cancel something that will decrease the amount of money you give them.




Read The Full Thread:

Vonage will not cancel number & then cancels the wrong o


thats just terrible!!!! id like to suggest that you reach account management,
Tuesday came around & the issue is still not fixed. I called again & Christina
they do have some system issues... maybe thats why they cancelled the wrong
changing a number has a standard fee of 9.99. vonage is in business.understand

CH3MI5TR4NG3R posted "This is a long post because what Vonage did to me was long. If you are a Vonage customer" on 06/25/2007

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