Just try canceling your service!

Posts: 4 · New Forum Member Joined: Mar 18, 2006 Posts: 4

I have cancelled my service twice now and they refuse to cancel it. I keep getting bills. I'm just sick to death. Cancel your service. Vonage customer service is filled with a bunch of nitwits.

Posts: 174 · Vonage Forum Master Joined: Jun 12, 2006 Posts: 174

So you cancelled your service, IN WRITING, and you continue to get bills? Just send a copy of your written cancellation notice, including the date, along with a copy of any future bills, to:

Customer Care Billing Dept.
Vonage
23 Main Street
Holmdel, NJ 07733

Assuming you had a credit/debit card on the account, if they are actually CHARGING you past your obligation after you notified them IN WRITING of your cancellation, open a dispute with the bank, sending them a copy of the same information.

Posts: 4 · New Forum Member Joined: Mar 18, 2006 Posts: 4

Vonage will not accept a cancellation request in writing, although I have e-mailed it a considerable number of times and called twice. Vonage says you have to call so supposedly it knows it is really you. I don't know how that makes a difference.

I can't open a dispute with the bank because I changed my debit card number, so Vonage is trying to debit my card and I am refusing to let it. The bill just doubled because Vonage won't cancel.

Morgan

rgnok wrote:

So you cancelled your service, IN WRITING, and you continue to get bills? Just send a copy of your written cancellation notice, including the date, along with a copy of any future bills, to:

Customer Care Billing Dept.
Vonage
23 Main Street
Holmdel, NJ 07733

Assuming you had a credit/debit card on the account, if they are actually CHARGING you past your obligation after you notified them IN WRITING of your cancellation, open a dispute with the bank, sending them a copy of the same information.

Posts: 174 · Vonage Forum Master Joined: Jun 12, 2006 Posts: 174

Don't go by what they TELL you; go by your LEGAL agreement. Search these forums and you will find all sorts of conversations about cancelling, but the bottom line is that the ONLY thing that MATTERS is your legal agreement, also known as the "Terms of Service", which you accepted when you signed up (and, for that matter, they accepted when they granted you service).

According to the terms of service, cancellation IN WRITING with 10 days notice is actually the ONLY way to cancel. And until you do what the terms of service specify, you technically don't have any recourse.

See section 2.1 of the terms of service (my emphasis below):

"2.1 (a) Service Term. Service is offered and paid for on a prescribed recurring basis for a term that begins on the date that Vonage activates your Service and ends on the day before the same date in the following period ("Service Term"). Subsequent terms of this Agreement automatically renew for the same Service Term unless you give us written notice of non-renewal at least ten (10) days before the end of the applicable Service Term. You are purchasing the Service for the full Service Term, meaning that if you attempt to disconnect Service prior to the end of the applicable Service Term, you will be responsible for all charges relating to the then-current Service Term, including unbilled charges, plus a disconnection fee, if applicable, all of which will immediately become due and payable. You will also be responsible for charges for the following Service Term in the event that you do not provide the requisite ten-day disconnect notice as described above. "

They key is this -- the terms of service represents the legal basis for the customer's relationship with Vonage. The proper thing to do is cancel as specificed in the TOS, then you are covered for whatever dispute might follow.

Will they tell you that is not right? Sometimes
Will they try to continue to bill or charge you? They might
Will you have the strongest possible defense to whatever they might try? Yes.

Hang in there!

Posts: 208 · Posted: Thu May 10, 2007 1:18 pm Post subject:

Hmm, I called yesterday and cancelled one account, they didn't give me a hard time. They tried like crazy to save the account but the number was ported out, so I was like, no, cancel me. I realize you have to save me and I appreciate your effort, but the number has already been transferred to another carrier.

And, they put me on hold for ~30 seconds came back and said ok, disconnecting your account now. Thanks.

Posts: 233 · Posted: Thu May 10, 2007 2:16 pm Post subject:

I am not considering canceling my service, but I have done similar things with other companies by writing a cancellation. I learned the hard way years ago when Prodigy (remember them?) gave me problems.

rgnok is right. I send a letter and I register it (very cheap considering you have a legal record they received the letter). I even registered my quarterly tax payments that are paid by check just to prove the date mailed. Once you have the letter written and mailed, even if you don't register it, you have canceled your service at the end of that billing period. Always, always, always put it in writing with any company regardless. Good luck!

Posts: 174 · Vonage Forum Master Joined: Jun 12, 2006 Posts: 174

noct - sounds like you got cancelled and will probably be just fine. In fact, I've seen plenty of people (most, in fact) that wanted to cancel just call in, get cancelled with minimal hassle, and everything was fine.

I think, though, that what the original poster has experienced, and a good number of others also, is calling in SEEMING to get cancelled, but then next month rolls around and another bill comes rolling in ANYWAY.

So, while you are probably right and you are fine . . . the real proof won't come until the next time you would have gotten a bill!

Posts: 229 · Posted: Thu May 10, 2007 3:28 pm Post subject:

If Vonage will not honor the cancellation, then contact your credit card company and issue a chargeback.

And then call your state attorney general's office.

Posts: 55 · Full Forum Member Joined: Aug 05, 2006 Posts: 55

My daughter canceled. Had no problem whatsoever.

Posts: 208 · Posted: Fri May 11, 2007 9:50 am Post subject:

log into your web account to tell if the account's been disconnected, you can still log in after the fact