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PostPosted: Thu Mar 16, 2006 2:51 pm    Post subject: Cancellation Issues Reply with quote Back to top

I sent this message to Vonage customer care because I am thoroughly frustrated with their customer service. Please let me know if you have any ideas what route might work to fix this issue.


Michael Snyder
CEO Vonage
23 Main Street
Holmdel, NJ 07733

16 March 2006

Mr. Snyder,

Vonage is refusing to honor its 30-day money back guarantee because it has no record of our 24 Feb 06 cancellation. My wife and I are not going to pay for your company’s administrative failure to accurately and honestly record our history. We have exhausted our resources at any level below you, and are thoroughly frustrated with your response teams. Apparently, everyone’s hands are tied due to your stringent refund policies, and I find your team’s administrative failures combined with those policies suspicious, at best.

Vonage’s records of our conversations with your representatives are riddled with holes. Every time I speak with one of your representatives the records and dates on which we’ve spoken to them change an example of the pitiful administrative job your team is performing. Hopefully you can rectify this situation, so we do not have to take further action.

Below is a history of our phone conversations and events with reference numbers provided by Quest (new carrier) for dates and events your team lost or failed to record. Quest can verify these dates and events, and we can verify calls made to you on our cell phones.

2 Feb – we switch from Quest to Vonage requesting to keep our same number—I also file all paperwork in order to have the number transferred

14 Feb – After waiting to have number switched, I find out that there was nothing sent to Qwest for number to be switched and that I must re-file the request

21 Feb – ADT rep informed us ADT will not work with Vonage because of its lack of reliability

24 Feb – Our number from Qwest is finally transferred to Vonage over 23 days later. Frustrated at the lack of customer care and service, I contact Qwest to have our number changed back to Qwest. Quest calls Vonage requesting to keep our same number (record # N48890619)

2 Mar – Vonage informs Quest it will release our number, but not until 6 Mar; we call Vonage for verification and refund; a gentleman named Eugene informs my husband we will receive a full refund, regardless of the fact our account won’t be switched until 2 days after 30 day trial because our request was 24 Feb, and Vonage is the reason for the delay; there is, of course, no record of this conversation with Vonage; our cell phone shows records of us speaking to you on this day and Quest has a record #2036939 confirming Vonage agreed on 2 Mar to switch on 6 Mar.

6 Mar – Quest has difficulty with Vonage releasing the number, but is finally successful and turns on our phoneline

7 Mar – Quest returns because calls are still being fielded by Vonage – Quest serviceman informed me that Quest is having difficulty with Vonage – our phone is “successfully” installed after a few hours

9 Mar – We call for verification and refund – after seven (7) total calls and being hung up on three (3) times, Vonage informs us you are still our carrier and there is no record of any cancellation; floor managers are never available and never call back; we are told they will cancel our service “as of” 9 Mar and we will be charged $72.33 for equipment, $24.99 for 2nd month service and $39.99 for early cancellation. We are not willing to pay for any of this. Your representative Phil gives me a Corporate Number to call.

10 Mar – I called your Corporate Number – there are no direct instructions on how to contact your Executive Response Team. The automated choice for speaking with someone to help with disconnecting service directs you to call your local response team. I would call this “the run around”. I finally get through to your Executive Response Team via the operator and spoke with a gentleman named Prana; he informs me you have no record of calls beyond 3 calls made on 9 Mar and no record after 21 Feb; there is no record of cancellation, and he claims Vonage is our carrier!!! His advice was to tell the bank not to pay the charge… this will result, of course, in bill collectors knocking at our door. He gave me a confirmation number for our cancellation as of 10 Mar and said it would take a few hours on 10 Mar to cancel.

13 Mar – We receive a bill for cancellation as of 13 March with all the promised charges.

14 Mar – My wife calls and ask for your Executive Response Team, and is hung up on by the operator; calls back, and informs the same operator that she is keeping track of the number of times Vonage hangs up on me and asks for the Executive Response Team – there are no apologies, but she is connected. Chanelle performs a complete search of the records, updates today’s call, and leaves a note for Pranav with our complaints, but without documented records of these transactions, neither she nor anyone else can authorize our refund. Our only recourse at this point is to have this handled at a higher level.

The way Vonage appears to conduct its business affairs is simply unacceptable. If your records don’t reflect our request, it is through no fault of ours and we are not paying for your administrative errors. We request a return authorization for the equipment and a refund of the funds we have paid thus far. Thank you for your time and attention with this matter; we await your response.
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PostPosted: Thu Mar 16, 2006 3:25 pm    Post subject: Reply with quote Back to top

Keep in mind that your can always explain the problem to your credit card company and have them withhold (or revoke) payment.

Steve Gray
Orlando, FL
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PostPosted: Thu Mar 16, 2006 4:32 pm    Post subject: Cancellation Issues Reply with quote Back to top

If you keep your old phone number, it takes 3 weeks to port it over. If you decide to cancel, it takes 3 weeks to port it back to a land line. If you cancel Vonage, they cut you off right now. You have to wait until you are switched back or you have no service for 3 weeks. It is impossible to try the service for free if you keep your phone number.
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