How to dispute a cancellation charge

Posts: 14 · Vonage Forum Associate Joined: May 09, 2007 Posts: 14

sorry to hear about what happened to you. the point here is it wasn't properly explained to you how you should handle porting out your number before calling in to disconnect the service. about 24-48hrs after the 2nd acct was set up, your number should've been assigned to your new acct already, the reps should do a DID swap (associating your old # to the new one, given it hasn't been assigned to another customer). after this you can ask your new carrier to let you complete the LOA which they can forward to Vonage to start the port-out process, during of course your number/acct will continue to be active with Vonage until Vonage approves the transfer and the port-out is complete. after which you can now call in to finally disconnect the "dummy acct". they should have advised you not to receive the device anymore so you don't have to worry about sending it back in and miss the 30day MBG for the device. if you didn't receive the device, eventhough the portout process may drag on for so long, you could've saved yourself the rebate recovery fee since the equipment is already back on the side of Vonage. that's already one mistake they made. as for the cancellation fee, the acct mgt has full authority and power to WAIVE that for you given the situation that you were facing in setting up the 2nd acct. you don't even need to provide documentation of all your calls, the reps already keep a detailed recording of all the interactions with the customer. if all else fails, pls go to BBB for a complaint. sorry this was so long but just wanted to help.

Posts: 80 · Vonage Forum Senior Joined: Oct 24, 2007 Posts: 80

Actually, with Vonage you are bound to what the terms and conditions were when you signed up. If you signed up under a year plan, then that is all you are required.