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Bob_D
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PostPosted: Mon Jul 23, 2007 9:18 am    Post subject: Can't cancel service Reply with quote Back to top

Can't cancel on line....correct? So I have moved to AT&T which Vonage took forever to release my number, now I can't get through on the phone to cancel the billing. Any ideas on how to shut this dead end company off?
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kdf55
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PostPosted: Mon Jul 23, 2007 1:24 pm    Post subject: Reply with quote Back to top

Try this web page (Customer care by email)

Has Service Cancellation as one of the topics

http://vonage.com/help_contactUs.php?refer_id=OLNTX070401003W1&promo_id=USVONRPFMF
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navydavy2001
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PostPosted: Mon Jul 23, 2007 2:01 pm    Post subject: Reply with quote Back to top

You have to cancel by phone, so they can offer you 2 months of service for free if you stay. If you email them, they'll ask you to call, because of "security" procedures.

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Bob_D
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PostPosted: Mon Jul 23, 2007 2:04 pm    Post subject: Cancel on web site - now deal Reply with quote Back to top

Thanks - but if you follow the link this is what it says .....

If you would like to cancel your Vonage service please contact us for further assistance. Our Account Management Department is available to assist you Monday-Friday 9:00 a.m. - 8:00 p.m. EST .

After waiting 45 minutes on hold I finally got a guy in India (I guess). He was difficult to understand and kept trying different ways to make me stay... free month etc.

I changed not because I was unhappy but I believe that Vonage is in trouble as a business and I can not afford to have my phone service go down.
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Lar2000
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PostPosted: Tue Aug 14, 2007 12:29 pm    Post subject: Reply with quote Back to top

I don't understand why Vonage has taken the approach of making it nearly impossible to cancel service. Just for fun, do a search in Google with the search words - cancel Vonage problems - and see what comes up. It is a sign that a company is becoming desperate when they make customers jump through a million hoops to cancel service.

Today I spend 20 minutes on hold to finally be disconnected before I ever spoke to anyone. I'm not going to have broadband much longer, so I'm basically stuck paying for a service I can't use and can't terminate. I know all about the TOS so don't throw that at me. I simply want to discontinue my service and Vonage does not give me an easy or straight forward way to do that.

Remember the old business saying, "for every unhappy customer, 10 more will hear about it." If you make it difficult for customers to cancel service, you can be sure they probably won't return and will end up complaining about it to others. Its simple business 101.
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dualsub06
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PostPosted: Tue Aug 14, 2007 12:49 pm    Post subject: Reply with quote Back to top

Lar2000 wrote:
It is a sign that a company is becoming desperate when they make customers jump through a million hoops to cancel service.


Then by your logic Verizon, AT&T, Cincinnati Bell, Dish Network and every single other company that sells anything on a subscription is in trouble because they all put you through relentless offers to try to keep you as a customer. Long hold times, numerous transfers to the "right people" and on and on.

Think for a minute will you.
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Lar2000
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PostPosted: Tue Aug 14, 2007 1:07 pm    Post subject: Reply with quote Back to top

Maybe, but I normally don't get cut off by the others after holding for 20-30 minutes (I do think, therefore I'm not a sheep or fanboy of any particular company).

P.S. I have dealt with the majority of the companies you mentioned with much less hassle.
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Steve48
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PostPosted: Tue Aug 14, 2007 5:37 pm    Post subject: Re: Cancel on web site - now deal Reply with quote Back to top

Bob_D wrote:
Thanks - but if you follow the link this is what it says .....

If you would like to cancel your Vonage service please contact us for further assistance. Our Account Management Department is available to assist you Monday-Friday 9:00 a.m. - 8:00 p.m. EST .

After waiting 45 minutes on hold I finally got a guy in India (I guess). He was difficult to understand and kept trying different ways to make me stay... free month etc.

I changed not because I was unhappy but I believe that Vonage is in trouble as a business and I can not afford to have my phone service go down.


OK, so your number has already been transferred and you did talk to a Vonage cancellation person. I assume you turned down all his offers to stay and told him to cancel. If this is correct and they continue to charge your credit card, get with your credit card company, tell them what's happened and that you won't accept any more charges from Vonage.

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