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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Forum Archive
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mikejr
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Joined: Jul 28, 2005
Posts: 5

PostPosted: Thu Aug 09, 2007 3:38 pm    Post subject: Done, too much hassle.... Reply with quote Back to top

I've been a Vonage subscriber for almost two years, I was an early adopter and really enjoyed taking advantage of Voip.

And the first year was great. The second year was a bit rocky and resulted in a new phone number and a "new" account.

Finally, the icing on the cake... When I try to close my account, I had to resort to rudeness - it seems they don't want to take no for an answer. And as I've had my account for less than a year (!) I must pay a $40 disconnect charge.

So it seems that close to my first anniversary with Vonage, there was a problem with the account and a new one (with a new number) had to be setup. Now, coincidental, I have a charge for having an account for less than a year.

To say i will never purchase service from Vonage again is an understatement. They tried to offer my service for $5/month... I wouldn't take it if it was free.

I am utterly disgusted at being treated this way by a company I was fully behind, endorsing, and recommending.
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Typ0
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PostPosted: Thu Aug 09, 2007 4:49 pm    Post subject: Re: Done, too much hassle.... Reply with quote Back to top

mikejr wrote:
I've been a Vonage subscriber for almost two years, I was an early adopter and really enjoyed taking advantage of Voip.

And the first year was great. The second year was a bit rocky and resulted in a new phone number and a "new" account.

Finally, the icing on the cake... When I try to close my account, I had to resort to rudeness - it seems they don't want to take no for an answer. And as I've had my account for less than a year (!) I must pay a $40 disconnect charge.

So it seems that close to my first anniversary with Vonage, there was a problem with the account and a new one (with a new number) had to be setup. Now, coincidental, I have a charge for having an account for less than a year.

To say i will never purchase service from Vonage again is an understatement. They tried to offer my service for $5/month... I wouldn't take it if it was free.

I am utterly disgusted at being treated this way by a company I was fully behind, endorsing, and recommending.


what were the circumstances that let you to having to change your number?
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mikejr
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Joined: Jul 28, 2005
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PostPosted: Fri Aug 10, 2007 7:09 am    Post subject: Reply with quote Back to top

An accounting error on their end it would seem.
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NateHoy
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Joined: Nov 01, 2005
Posts: 2257
Location: New England

PostPosted: Fri Aug 10, 2007 7:32 am    Post subject: Reply with quote Back to top

First off, sounds like they done you wrong, and you need to contact them again and demand (politely but firmly) a refund of that fee. Start with the same cancellation department that charged you in the first place. Tell them the charge was not legitimate and that if it is not refunded you will be seeking restitution with your credit card provider for a fraudulent charge. If Vonage refuses, you then want to contact your credit card provider and explain the circumstances, and see if you can arrange a chargeback.

If...
- you have been a customer for over a year, and
- you signed up when the cancellation fee was for one year (it's two years now, but that has been true for only a few months), and
- (this is the key point) you did not agree to them "resetting the clock" on your account..
then you simply DO NOT OWE them that money, and if they refuse to return it you have a legitimate cause for a chargeback.

It is also a shame that they seem to be resorting to the AOL stunt of "you don't want to close the account" Jedi mind tricks - I know they want to retain customers, but obviously that isn't the right way to go about it. I've heard mixed reports on this forum about cancellation, so it sounds like their cancellation rep training may be inconsistent.

One suggestion to others - if you get a bad representative, ask for their name and badge number, ask them one last time to cancel the account. If they give you any more flack, hang up and call back to cancel again.

Be sure to send an email to Vonage's corporate communications email address and send them as much information about the call as possible, including exact times (including time zone) and the telephone number you called from. If Corporate Communications decides to take an interest, they will be able to figure out who you dealt with from the CID data in their incoming phone logs.

_________________
Comcast Cable (3m down / 256k up) -> Linksys BEFCMU10 v2 (DOCSIS 1.0) -> WRT54G v4 ("Tomato" firmware) -> the rest of my network including a WRTP54G (Firmware: 5.01.04)
My Vonage Self-Help Guides: http://vonage.nmhoy.net
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mikejr
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Posts: 5

PostPosted: Fri Aug 10, 2007 7:54 am    Post subject: Reply with quote Back to top

NateHoy wrote:
First off, sounds like they done you wrong, and you need to contact them again...


No way will I ever try to contact them again. The part I left out was the fact I waited and waited and waited to talk to them the first time.

The first time I tried to call, I found out you can only call between 8 and 5.

The second time I waited about thirty minutes, but as I was in the office I can't afford to spend so much time waiting.

The third, and final time, I held for about and hour before being connected to a rep. How many people can afford to take an hour and a half out of their work day just to cancel an account?
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NateHoy
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Joined: Nov 01, 2005
Posts: 2257
Location: New England

PostPosted: Fri Aug 10, 2007 8:23 am    Post subject: Reply with quote Back to top

Their mailing address (according to several fairly obscure places on their web site) is:

23 Main Street
Holmdel, NJ 07733

You may want to send a (registered/receipt-requested) letter asking for a refund of the charge and explaining the circumstances. Give them a phone number to reach you, and set a deadline of, say, two weeks (list a specific deadline date) to contact you about refunding the amount before you start chargeback proceedings with your credit card company.

Be sure to include your old Vonage number or account number, etc, so they can easily look up your account. Most of the addresses they list have an ATTN: line, you may want to put "ATTN: Customer Service / Billing" or something along those lines.

If you don't hear back from them within your deadline, the return receipt notice is your proof that you have done due diligence and given Vonage a clear opportunity to respond. Keep track of your dates/times that you've attempted to call, and how long you were on hold, too. Have all of that handy if you have to call your credit card company - they will usually want to see that you've made a reasonable effort to work things out with the vendor before initiating a chargeback. Sounds like you may have already met that standard, but a letter can't hurt.

_________________
Comcast Cable (3m down / 256k up) -> Linksys BEFCMU10 v2 (DOCSIS 1.0) -> WRT54G v4 ("Tomato" firmware) -> the rest of my network including a WRTP54G (Firmware: 5.01.04)
My Vonage Self-Help Guides: http://vonage.nmhoy.net
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mikejr
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PostPosted: Fri Aug 10, 2007 11:41 am    Post subject: Reply with quote Back to top

Thanks for the reply Nate, honestly at this point, the charge has been made and the bill paid. I suppose if I really wanted my $40 back I could get it - I was more irritated by the principal than the amount.

I got irritated and felt like telling my story, I have since found that I'm not the only one and there's no need to beat a dead horse. Take care.
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