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mitulmehta
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PostPosted: Fri Jun 22, 2007 10:03 am    Post subject: Vonage's refund policy on cancellation Reply with quote Back to top

I just cancelled my Vonage service today and I was really appalled to hear that they do not refund the money for the month paid. They collect money in the start of the month and if you disconnect before the start of the next month you just lose the money for the remaining days. All other service utilities companies I have dealt with give back a prorated amount back on cancellation. Vonage says they are not a "regular" phone company. So does it mean they can just run a scam like this and get away. I bet you this is burried in their 50 page contract somewhere. Has anybody faced this and can anyone suggest something to not let Vonage get away like this?

Thanks
Mitul
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omnichad
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PostPosted: Fri Jun 22, 2007 1:46 pm    Post subject: Reply with quote Back to top

I have the same problem - only mine is worse - I tried to cancel at the end of my 12-month commitment. I can only do that by being billed for a 13th month, which is effectively a 13 month commitment. That's fraud and straight lying to the customer. I was told that I couldn't even have called in advance to tell them the date I wanted it cancelled.

Here's the story I was about to post anyway...

When I signed up for Vonage, it was back when there was only a 12 month commitment.

About 3 months ago (my 12-month term was ending June 21), I called customer service regarding cancelling my account. I was fine paying the disconnect fee because service has been so poor.

The representative I talked to offered me a different option. They put me on a "0 minute" rate plan for $4.95 per month and said that I could cancel with no penalty at the end of my contract, and it would cost less than the early termination fee. They told me that I can't call in advance to cancel my service, so I should call on the first day after the end of my contract. Since it would be the first day of the billing cycle, they said, I would be able to get a refund on the charges.

After paying $13 per month after usage and taxes for 3 months, I finally called in. The person at the other end not only put me on hold for 10 minutes when I told her who I was switching to (in order to research and tell me why I shouldn't cancel), they told me that no - I would have to pay the entire 13th month bill for my half day of complete non-usage. I explained that I couldn't call the day before or I would be charged $39.99 and she responded by saying that they have a "policy" of billing for the 13th month and that their "billing software" doesn't allow them to reverse these charges. She acknowledged that I had called in months before, and that they had a recording of all conversations - but that she couldn't review the conversation I had with the other rep. When asked where in the terms of service it said 13 months instead of 12, she dodged the issue. She actually tried to look in the terms and had no success at all.

Per her advice, I emailed billing@vonage.com and got a canned response that they can't credit partial months.

Someone tell me, is there any kind of action (legal or otherwise) I can take that wouldn't cost me anything and that has some chance of success in getting my credit? They can't use the "billing software" excuse in court for deceptively locking me into a "13 month" contract instead of 12. I can't spend any money to recover $13 but I can't stay voiceless either. I'm going to be spreading the news wherever I can.
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jj200282
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PostPosted: Fri Jun 22, 2007 2:34 pm    Post subject: Reply with quote Back to top

Contact the attorney general of your State and Vonage's. Contact the Better Business Bureau in Vonage's State.

*Not legal advice, Freedom of Speech*
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Steve48
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PostPosted: Fri Jun 22, 2007 7:10 pm    Post subject: Reply with quote Back to top

You could try calling your credit card company and telling them not to pay the charge.

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Ari_Dubov
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PostPosted: Mon Jun 25, 2007 1:29 pm    Post subject: Billing issue Reply with quote Back to top

Steve48 wrote:
You could try calling your credit card company and telling them not to pay the charge.


I had the same issue called my CC company and got credit, I must say they are not winning any new customers with this policy.

Ari Dubov
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rgnok
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Joined: Jun 12, 2006
Posts: 174

PostPosted: Mon Jun 25, 2007 3:51 pm    Post subject: Re: Vonage's refund policy on cancellation Reply with quote Back to top

mitulmehta wrote:
So does it mean they can just run a scam like this and get away. I bet you this is burried in their 50 page contract somewhere.


Hmmm . . . you must be looking at something different then the rest, all I use as a reference is their plain old, legally binding, we all agreed to it when we signed up for service "Terms of Service" document, which is 12 pages, far from 50.

Not buried at all, but prominently listed at Section 2.1 it clearly says you pay for a FULL MONTH, in advance, and if you cancel during that month, you are still responsible for the full month charge.

And yes, I knew this BEFORE I signed up for service because I checked the TOS beforehand!
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mitulmehta
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PostPosted: Mon Jun 25, 2007 10:07 pm    Post subject: Reply with quote Back to top

I am sure you are a "lawyer" or working for "Vonage, the fraud internet phone company", since people like you are the ones helping companies like these to fraud people ... if they are so candid about it then why don't they write these "gotchas" in bold rather than "writing 0 cent per minute". They should write "pay full month to cancel" in their marketing messages as thats what the truth is.

On a side note I am also very surprised since you seem to be a very "well read" person, you do not understand figurative speech (e.g. 50 page contract).

If you are not a "lawyer" try going to law school, generally people like you succeed in law school.
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rgnok
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Joined: Jun 12, 2006
Posts: 174

PostPosted: Mon Jun 25, 2007 10:45 pm    Post subject: Reply with quote Back to top

mitulmehta wrote:
I am sure you are a "lawyer"


No, just someone who bothers to take the time to read those pesky "Terms of Service" and similar things BEFORE I blindly click "Accept" and then gripe about it later.

mitulmehta wrote:
people like you are the ones helping companies like these to fraud people


No, people who don't read then gripe about it later cause far more problems than do "people like me".

mitulmehta wrote:
On a side note I am also very surprised since you seem to be a very "well read" person, you do not understand figurative speech (e.g. 50 page contract).


I assume you are trying to say "Figure of speech", but in any case, I fully understand it . . . I just don't think a 400+ % exaggeration (the difference between 50 & 12) should go unchallenged in a public forum.
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