Customer Disservice

Posts: 1 · New Forum Member Joined: Apr 18, 2008 Posts: 1

My husband and I just spent several hours, yes hours, on the phone with customer service for Vonage trying to get the service disconnected. I had tried to get the service disconnected in November when I switched to Charter phone service but could not because the number had to remain active to correctly "port" to the new service. Apparently, Vonage forgot to disconnect me once the service was turned over to charter so they continued to take my money from my credit card account for the next 4 months.

When the credit card was stolen, I cancelled that number so Vonage was no longer able to collect money automatically from that credit card. It was then I got the voicemail call about needing to contact the billing department about paying my Vonage Bill.

I did contact them and asked them again to disconnect the service. They asked my several questions for security purposes and I answered them correctly however, since I had not been using the service nor do I receive paper bills from them, I did not know the last payment made amount or date. they refused to disconnect the service even though I begged them to do that.

So, I did extensive research on my accounts online, going back several months to find the date and amount of my last bill from Vonage. With that info, I once again called them and requested that they disconnect the service and refund the money they took form my credit card account. They refused to give me a refund, even though they had records of my previous request for service disconnection.

Finally, to add insult to injury, they are requiring me to pay another $40 to disconnect the service; this after they already have $120 from me for service that I did not want and tried to have disconnected.

Anyway, if you have read this far you can sense my outrage. Please reconsider signing up with Vonage for their service. It is nearly impossible to disconnect from them and they charge you money when you do disconnect. It is NOT worth the very small savings in monthly costs because they continue to steal money from you even after you have requested the service termination and charge you even more money to finally get the service turned off. None of the other phone services treats their customers like that. I am very pleased with Charter thus far and have Sprint/Nextel for my cell service and like them as well.

Posts: 174 · Vonage Forum Master Joined: Dec 06, 2006 Posts: 174

Are you aware that there is an official Vonage forum at:

http://forums.vonage.com

This is run by Vonage and may resolve your issues more expeditiously than this, unofficial, Vonage help forum. I say this because you need resolution regarding a policy/billing issue rather than technical support.

Good Luck.

Posts: 831 · Vonage Forum Evangelist Joined: Jun 08, 2007 Posts: 831

brettlynn wrote:

My husband and I just spent several hours, yes hours, on the phone with customer service for Vonage trying to get the service disconnected. I had tried to get the service disconnected in November when I switched to Charter phone service but could not because the number had to remain active to correctly "port" to the new service. Apparently, Vonage forgot to disconnect me once the service was turned over to charter

This an example where one can get tripped up porting a number and cancelling Vonage service. Unlike standard telephone companies, porting a number does NOT trigger a cancellation from Vonage. You also have to call them (after the port is complete) and cancel the service.