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The devices are
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Hi these are most
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bloodniece
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Joined: Oct 23, 2005
Posts: 11

PostPosted: Mon Jul 30, 2007 5:32 pm    Post subject: Account Not Fully Cancelled Reply with quote Back to top

I canceled my account last week with Vonage, it took a few calls and some near begging on their part to try to sway my choice.

I can still log into my account via the web dashboard on Vonage.com. My balance is zero, but it appears Vonage still has my credit card info.
So, I called and asked them to remove my credit card info. The first agent said I'd have to call back in an hour as they are experiencing "computer issues" and that the "system was down." I asked for his manager and he said he was my account manager. I asked how he was so sure that he was my account manager as I had not given anyone my name or account number. He would not let me speak with his supervisor either.

So, I called back and spoke with a just as unhelpful, albeit nicer, person who looked up my account info just fine. They stated that there is no procedure in place to delete credit card info. But, they can change the info all day long, right? New credit card info, sure no problem!

At this point the only method I have at my disposal is getting a new credit card number from my bank and canceling the old one Vonage has on file. Should I write the company registered mail and formally request they delete my account info? I want my account info totally inaccessible via the Vonage web site. That does not sound too difficult now does it?
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rgnok
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Joined: Jun 12, 2006
Posts: 174

PostPosted: Mon Jul 30, 2007 9:38 pm    Post subject: Reply with quote Back to top

What you are asking is, as you suggest, not DIFFICULT, however it is probably not reasonable to expect.

Vonage has no obligation to divest themselves of your credit card information when you cancel your service. They certainly have an obligation, assuming you cancel properly and in accordance with the terms of service, to quit CHARGING your credit card, but they don't have to get rid of the information.

And that is no different than most any other merchant -- do you think Walmart doesn't have a complete record of your credit card information after you check out at the store? Or that the hotel "forgets" your credit card information after you leave?

Now, given some of the many well documented cases of credit card information being lost and stolen from all sorts of retailers and service providers over the past few years, it certainly might be nice if everyone DID delete the information after the transaction is completed or the relationship is ended, but that simply does not happen, nor is it required to happen -- of Vonage or anyone else.

And as far as the notion that your "only method" is to get a new credit card number and cancel the old one . . . unless you have an ACTUAL problem with Vonage charging you right now when they should not be, that is a rather pessimistic view -- your "method" is just to make sure you PROPERLY cancel your Vonage account (read your Terms of Service for instructions) and then go on about your life. If you've done your part correctly AND they happen to charge you when they shouldn't have, it is an easy enough task to contact your bank, dispute the charge, document your cancellation, and get the charge reversed.

But even with that -- there have been many discussions here about cancelling Vonage -- the terms of service are very clear that you are to cancel IN WRITING. Despite lots of complaints, and lots of arguments about the "right" way to cancel, I've still not heard of anyone who FOLLOWED procedure, cancelled IN WRITING, UNDERSTOOD and ACCEPTED whatever remaining charges they might have (for instance, you pay for the full month in advance, so if you cancel on the 3rd day of your billing cycle, you will still pay for the whole month; if you cancel in less than a year, you may have a $40 early cancellation fee, etc.) and then had EXTRA, incorrect charges go through.

Do it right and you won't have a problem, and in the rare case that you do, it will be easily resolved.
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bloodniece
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Joined: Oct 23, 2005
Posts: 11

PostPosted: Wed Aug 01, 2007 6:25 pm    Post subject: Reply with quote Back to top

The issue has been remedied via 3rd party arbitration. TIP: Before canceling your account one should change your payment card to one of those fill-er-up disposable credit cards.

I just do not trust Vonage. The ship is sinking and I wanted off. Best of luck to you all.
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bloodniece
Vonage Forum Associate
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Joined: Oct 23, 2005
Posts: 11

PostPosted: Wed Aug 01, 2007 6:27 pm    Post subject: Reply with quote Back to top

BTW, I am a DBA by profession and know how easy it is to delete a record or NULL it out. It is their policy but I don't have to like it.
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hwhankins
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Vonage Forum Associate


Joined: Jun 10, 2007
Posts: 14

PostPosted: Thu Aug 02, 2007 12:37 pm    Post subject: Reply with quote Back to top

bloodniece wrote:
The issue has been remedied via 3rd party arbitration.


How did you go about 3rd party arbitration? They owe me $200 from what they jokingly call a "30 day money back guarantee". It's a joke because they won't refund the money to your credit card. They only issue you a credit on your closed Vonage account. Their "Executive Response Team" claims that they want to refund it but Vonage's billing computers are so messed up they can't.
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