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PostPosted: Tue Mar 21, 2006 6:09 am    Post subject: Anyone have any success with refunds? Reply with quote Back to top

Has anyone had any success with cancelling any of the fee's associated from Vonage outside of disputing it with your bank/credit card company?

Let me explain my problem in a little more detail -- mid January I called and talked to a rep about being able to transfer my # with "no issues". I've heard alit of good things about Vonage and figured whynot -- well to make a long story short 2 months later I finally disconnected the service only to be slapped with a cancel fee of $40. This was the final straw...

Mid Jan is when I got Vonage and I was assured once again that the # transfer is no problem -- days go by no conformation of my LOA -- a few more days and a few phone calls later I get this Email.

We have not received a response regarding our request for additional
information in order to process your number transfer request. If we do
not receive a resolution to the below issue(s) within 20 days your

number transfer request will be cancelled, and your temporary Vonage
number will become your permanent number

 Your phone number is setup as ISDN (Integrated Services
Digital Network) rather than as a standard phone number. You will need
to convert your number from ISDN to standard phone service in order to
proceed with transferring your phone number.

1. CALL your phone carrier and request the above feature(s) to be
removed from your line
2. CONFIRM with your phone carrier that your account has been
updated to reflect the changes
3. REPLY to this email with the confirmation number of Feature(s)
change order

Once the feature is removed from your line, we can continue with your
number transfer

Thank you for your prompt attention to this matter so that we may
process your request in the quickest manner possible.


Rojer James
Now I know for a fact I've never had ISDN -- I work in IT and am very familiar with ISDN and what it is -- my local carrier at the time tells me I don't have an ISDN line -- in any case at this point my Wife is upset and the service has been of no use.

Here's where it gets better -- at this point in Jan I called to cancel the service then only to be told that I would be slapped with some $120 device fee which I found odd at the time considering I paid for the device outright. They suggested I call back in a month after the 1st 90 days.

I called back this week because I knew it was close to this point and was told that since I supplied the device this did not apply to me but they were going to nail me with a $40.00 fee for cancel.

Anyhow the whole point of me even writing this is to find out if anyone has had an experience/issues like this and perhaps as any corporate contact name/#'s they could supply me with -- Im debating have my CC company void all of the charges but I dont want to go this route because I am sure they will try and send me to collections on this.

I now have Comcast Digital Voice -- it works great they literally transferred my so called ISDN # to their service in a matter of a few minutes while the tech was on-site to do the install.

Thanks for any help -- Paul

Last edited by Pfried on Tue Mar 21, 2006 6:39 am; edited 1 time in total
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PostPosted: Tue Mar 21, 2006 6:37 am    Post subject: Vonage lack of support Reply with quote Back to top

I, too have been subject to delay after delay in the porting of my number with no information or support from Vonage. It seems to me that they try to reduce their costs by providing only automated or pre-canned responses to inquiries without even reading a customer's concerns. Unfortunately, the response we get is usually unrelated to our inquiries.

There is something terribly abusive about an industry that only allows you to pay by keeping your credit card number authorization. That way, no matter how abusive they are, they always collect their fee, leaving the customer with little recourse.

If one is abused by the regular phone companies, one can withhold payment while the charge is disputed. Vonage insists on holding all the cards and treats customers with disdain.

I have resorted to filing an FCC complaint. (Do it here: FCC online complaint form

Good luck.
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