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maineshoe
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PostPosted: Thu Jun 01, 2006 6:07 pm    Post subject: Just Want to Cancel Service Reply with quote Back to top

I contacted Vonage after seeing the commercials and ads while on-line. On May 24, I spoke with a fast talking, very little English speaking sales rep.

She answered my questions, the most important being can I keep my existing phone#. I also asked if there would be any set-up/installation fees and if there was any charge for the modem I would need, or any shipping charges. She answered no, there would be no up-front charges and the first month would be free.

I decided to give the unlimited local/long distance plan for 24.99 a try. The sales rep explained I would receive my modem in 48 hours.

I gave her a debit card, for future monthly payments and hung up.

The next day, while reviewing my checking account history on-line, much to my surprise my account had been debited by Vonage for 44.99!

I went on-line, found a Customer Care # and called. I spoke with yet another very little English speaking person who asked me my phone#, which I gave him. He came back and said he couldn't locate that number so he looked me up via name/address. He verified that my account had been debited for an initial set-up fee as well as shipping charges for the modem and also informed me of my new telephone number. What new telephone #? He quickly explained that in the area of Maine where I live, and that the local phone company I use, did not have the ability to transfer my existing # to Vonage.

I decided then and there, that in addition to be lied to about up-front charges, and that I only wanted to make a change if I could keep my existing #, that I wanted to cancel my service with Vonage.

The Cust. Care Rep explained that he couldn't do that, but gave me a cancellation # to call.

Five days later I have tried that number as well as a few others I found, only to get a recording that said the wait time could be as long as 45 minutes. I have placed over 25 calls, I put my phone on speaker and wait for someone to pick up. I have held as long as 1 1/2 hours.

I called the sales # (of course that department is quick to pick up the phone), and have explained my situation 5 times to various reps, each one assuring me they would directly transfer me to the cancellation department with a wait of less than 3 minutes. Unfortunately, once again I sit like an idiot waiting for someone to take my call.

I finally found another number today and after 15 minutes spoke with a woman, who took my info, listened to my situation and then told me the only number for cancellations was the one I had, and that they were there 24 hours a day, and the best time to call was between 1am and 4am. I believe my voice escalated as I exclaimed "you've got to be friggin kidding", at which point she said there was not need to be rude and hung up on me.

All I want is my 44.99 back and an address to return the modem. I am an educated consumer and feel like a total dope for thinking Vonage was a deal. This has been no deal.

I made several phone calls today, Attorney General, Consumer Hotline and a TV reporter friend who is going to investigate the situation.

Any one have any ideas? Thank you.
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JasonWebb
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PostPosted: Thu Jun 01, 2006 7:30 pm    Post subject: Reply with quote Back to top

I wonder if Vonage is Listening or even Cares, Definately not the way to do business at all.

Also Try Calling the Better Business Bureau and filing a complaint.
bet you are not the only one



I bet they have very minimal staff in the cancelation area, hate to have that job, but this practice sounds alot like FRAUD


FCC wont work i dont think but i hope they will come under the FCC eventually - Keep em accountable.
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eaganite
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PostPosted: Thu Jun 01, 2006 10:04 pm    Post subject: Birds of the same feather.Beware of unexpected charges. Reply with quote Back to top

Hi,

I got similar kind of situation.I signed up with Vonage in last october and bought the equipment from circuit city.I was not at all happy with the call clarity.I called tech support several times and whenever I call them I had to wait on the line atleast for 50 minutes like a stupid.

Another thing is I have sent a mail in rebate to Vonage they didn't send me any reply.When I called customer care they simply said that mail in rebate has to come from the manufacturer.Then I asked her..if the mail in rebate is from the manufacturer then why did they ask me to send it to Vonage?So has no answer for that.

I never heard this kind of explanation that if the mail in rebate from the manufacturer they ask the customer to send it to the service company.

Finally I came to a decision to get rid of this crap.So I called the 1-800 number again and wait for 15 minutes.The rep told me that I have to pay 39.99 for cancellation.She said that if I cancell my service within 12 months I have to pay 39.99.She also said that I have commited 12 months of contract which I don't understand and my memory is not dead.

So they stole 80.00(40.00 for initial setup+40.00 for cancellation) from me without giving any good service.I am sure I am not only the guy who is been cheated from them.They must be earning lots of money like.

It's really a highway robbery.Some sort of scam.

I wanted to tell people who are thinking of signing up for this service.

Beware of this kind of unexpected charges.[font=Verdana] [/font] [B]
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Trubble
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PostPosted: Sun Jun 04, 2006 12:28 am    Post subject: Reply with quote Back to top

Have been "attempting" to cancel our service for the last 2 weeks. Have called several times, have not been able to talk with a human because I'm on hold for an hour and a half, does anyone have a clue as to HOW you can get out of the "great phone service"?
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booma
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Joined: Apr 23, 2006
Posts: 171
Location: Andover, MA, USA, Earth

PostPosted: Sun Jun 04, 2006 6:23 am    Post subject: Reply with quote Back to top

I am fortunately a very satisfied Vonage customer. I signed up on-line, got my adapter in a few days, plugged it in, transferred my number and have been saving money for months now. Great call quality, fantastic value. With 1.6 Million subscribers, Vonage is doing some things right.

They DO NOT do customer service right at all. When I first installed Vonage it was working, but I continued to read some horror stories on this site. People who have had Vonage for years then all of a sudden it stops working. Starting to get a little buyers remorse, I looked into what it would take to cancel my service -- the web instructions claim it's easy, reports on this forum indicate it is not.

I still feel as though I'm at risk should Vonage fail me and I need to get out. I'm not even concerned about the $40 cancellation fee, I am more concerned about just canceling the service and porting my number to another service provider.

Vonage must -- I hope -- read this forum. I cannot belive they have continued to provide such horrible service, not just for cancellation, but for any service requiring help from people. I am a supporter and customer of Vonage (thankfully not an investor), and I want them to succeed, but I don't have any evidence that they are working to fix their number one issue -- customer service. If anyone from Vonage cares to chime in here, I am more than willing to listen to your plan. Until then I will continue to use your service, hope it continues to serve my needs, but I will not recommend your service to any of my friends, family, or associates. Word of mouth testimonies are the BEST way to grow a business. By me not recommending the service to others is the most embarrassing thing to me -- why am I using something I would not recommend to others??!?!?

Come on Vonage, step up!

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blakadher
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PostPosted: Sun Jun 04, 2006 11:29 am    Post subject: Reply with quote Back to top

booma wrote:
I am more concerned about just canceling the service and porting my number to another service provider.

Just make sure if you have to that you do those 2 things in the opposite order (port your number and then cancel).

booma wrote:
I am a supporter and customer of Vonage (thankfully not an investor), and I want them to succeed, but I don't have any evidence that they are working to fix their number one issue -- customer service.

Well, they did just break out the Customer Care head role and name a Senior Vice President: http://www.vonage-forum.com/article2735.html.

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navydavy2001
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PostPosted: Mon Jun 05, 2006 8:50 am    Post subject: Reply with quote Back to top

Wow, I just spent 24 minutes, 12 seconds on hold, only to be cut off completely. Methinks this is not right.

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booma
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PostPosted: Mon Jun 05, 2006 11:27 am    Post subject: Reply with quote Back to top

navydavy2001 wrote:
Wow, I just spent 24 minutes, 12 seconds on hold, only to be cut off completely. Methinks this is not right.


Maybe you should contact that new Senior Vice President of Customer Care. I believe his name is Bryan DiGiorgio. You should be able to just ring up Vonage and ask for Mr. DiGiorgio. I'm sure he can solve your problem for you.

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NateHoy
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PostPosted: Mon Jun 05, 2006 12:35 pm    Post subject: Re: Just Want to Cancel Service Reply with quote Back to top

maineshoe wrote:

All I want is my 44.99 back and an address to return the modem. I am an educated consumer and feel like a total dope for thinking Vonage was a deal. This has been no deal.

Any one have any ideas? Thank you.


Greetings, fellow Mainer. Wink

I'm confused that they told you the best time to call was early AM, since of course Vonage account manglement (err, management) is only around from 8:30AM - 9:00PM EST, at least according to their own web site.

If you cannot get through to customer service to cancel (and I just tried it, and was quite surprised to see that they took the cancelation option off the phone tree menu, probably because that was the only way to talk to a human quickly), I'd do a little searching of the forums here - someone at one point had posted the number for the CEO's office, and several people who called it got some satisfaction from the people in that office.

If you had used a credit card, I would suggest reversing the charge with your credit card company. I know it's too late for this particular event, but I'd close that debit card account and get yourself a credit card immediately, if not sooner. Debit cards not only lack any form of fraud protection, they give a thief immediate access to your bank account, which can be bad news.

You may, however, be able to call your bank / debit card provider, and see if they can still reverse the charge. No doubt that will get someone from Vonage in touch with you rather quickly. Wink

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booma
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PostPosted: Mon Jun 05, 2006 1:33 pm    Post subject: Reply with quote Back to top

This reminds me of that old scam the record companies use to pull. You remember, get 99 LP's for once cent or something ridiculous. Then you could cancel at any time, but it took forever to cancel and by the time you did you found that you had racked up an extensive bill for Engelbert Humperdink Classics...

In the interest of helping, I'm wondering if we can create a sticky message of exactly how one should go about canceling their Vonage account. I'm hoping I never have to do this, but I'm worried that if I ever decide to for whatever reason, it may be a painful battle -- long hold times, misscommunications, etc.

Maybe it's easy to cancel...maybe it isn't. But from what I've read here, it isn't. Can anyone lend some info?

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