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Vonage This note is in regard to my interaction today with Vonage. There are a couple of



This note is in regard to my interaction today with Vonage. There are a couple of things that happened that I think you should be aware of.
Back in the beginning of April, I needed to cancel my Vonage account. Now, let me preface by saying I have been a Vonage customer for several years (and so is most of my family) and very happy with the service. But, I have changed residences and I no longer need the service. So, I followed procedure and went to the Vonage web site and filled out the customer service form indicating my request to cancel. It then brought me to a page that says to contact us (in hypertext) and I clicked on that and was taken right back to the original email form. Thereby creating an endless loop that I couldn't get out of except by calling the customer service line - which I did. I spoke with a rep named Stephen (rep ID #25156 - he wouldn't tell me his last name). He handled the call well in the beginning. And tried to salvage the account with special offers - as I am sure he was trained to do. However, I asked for a one month credit on my account as I was not only frustrated by the endless loop, but I had cancelled no less than 4 times on the Vonage site back in April. And, they hit my credit card even though I had cancelled. But, I was willing to let the charge go, but then my account never got cancelled. So, the rep tells me (with a profound Indian accent) in order to get the credit, I have to call back in to the toll free and wait and talk to billing. I asked him to transfer me to billing and he said he couldn't. To wit I said "you mean to tell me that Vonage - the leading Voip technology company cannot execute a simple call transfer from one department to another?" And, he said no he couldn't do that. Then I asked to speak to a supervisor. And his response was "why do you want to talk to a supervisor - they will tell you the same thing as I did". Now, this set me off. I asked to speak to a supervisor no less than 10 times and each time the rep said that the supervisor couldn't help me and I had to call the toll free. But, he could let me speak to someone else - not his supervisor. In call center land (in which I have lived for over 20 years) this is a big no no. If a customer asks to speak to a supervisor (especially more than once), the rep should comply. But, this rep not only did not comply, but he proceeded to ask me what I wanted to speak to the supervisor about (as if he was afraid of the consequences of my speaking to the supervisor).
Well, now I have to go and call in again to billing and see what happens. See you in a couple of hours.



Read The Full Thread:

Cancellation problems


Vonage does not let you, and has never let you cancel online you have to call them
...but I had cancelled no less than 4 times on the vonage site back in April. That's
These guys are going to destroy their reputation with customers if they keep ripping
To be completely fair, Vonage also is very generous with regard to issuing credits
Uhohs. You're going to be contacted by a collections agency which will also
I just canceled vonage with no problem. I didnt call. On monday I sent them a cancelation
I have had the same issue (with a little twist) as the originating poster. I was
I've had several experiences with Vonage, one of them was to cancel service. I

glennw280 posted "This note is in regard to my interaction today with Vonage. There are a couple of" on 05/14/2007

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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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