Saturday I signed up with Vonage. The woman who signed me up read my shipping address back to me and it was correct. However, I then received two shipping confirmations by email, both missing the very important Suite number of my address.
I checked my bank account and I had two deductions for $29.05 from my account. I called customer service and was told that the operator who signed me up made a mistake and created a duplicate account, and that the computer did not recognize the suite number in my address, so so one of the packages containing the Vonage phone device would be re-routed back to Vonage and the other would be shipped to the correct address. The representative told me he would take care of this with UPS.
The representative then transferred me to the account cancellations department so that the extra account that was created in error by the initial representative I spoke with could be canceled. He informed me that the cancellation fee would be an additional $39.95
I was very upset. This is a total of $70.00 coming out of my bank account because of errors made by Vonage (not including the fees of my active account). I asked to speak with a supervisor. I did not feel that I should have to pay for a mistake that Vonage made.
The representative refused to get a supervisor and told me that the fee would not be refunded until the device was returned to Vonage and I would also not get the extra $29.05 refunded until then either. So basically I am stuck with these fees deducted from my bank account.
I spent a total of 1 hour and 15 minutes on the phone on one call trying to explain my position and my ideas on common sense and business ethics to no avail.
I called back a couple days later and was told by another representative that my second account had not been canceled (even though I had received an email from Vonage a day earlier stating that the cancellation had been processed) and that there were no notes on my account. She looked into my situation to discover that my second package had NOT been re-routed back to Vonage (so I had been misinformed again), and that both packages would be delivered to me. So, I would need to check the ID numbers on both devices and send one of them back via UPS and I would personally have to pay for the shipping.
I am now waiting for the devices to arrive and am not happy I will have to take more time out of my busy schedule to visit a UPS center and ship the product back, then call Vonage again after they receive the package to try to get my money back for THEIR mistakes!!
I wanted to cancel my active account as well but i cannot afford the additional fees to do so at this time. I just moved out of state and the move wiped me clean financially and now I am being charged significant money for their mistakes and I am extremely upset about this.
Between all three times I have been on the phone with Vonage I have spent several hours out of my extremely busy schedule trying to clean up their messes to no avail.
I am hoping someone who works at Vonage, who is higher up than those I have been speaking to, will find logic in my situation and will do something to remedy this.
I don't see how a company can survive with the ethics of charging customers for their mistakes. Even if the money gets refunded to me eventually, I will never get back all the time I have invested in dealing with these issues, and the money is not available to me in my bank account now when I really need it.
This has been the worst experience I have ever had with any company in my entire life.
I'm sorry to hear that you experienced these issues. The good thing is that they are reversible, and should be able to be completed quickly. If VonTechMgr is not directly helping you (which I'm assuming he is, based on his post), then you should call back during regular business hours (Mon-Fri 9am-4pm ET) and ask to speak to an account manager (next level above Customer Service agent).
Posted:
Sat Apr 04, 2009 1:12 pm Post subject: [U][B]Out of more than 40 Calls Talked to Customer Rep with
I got a referal from my friend and he mentioned there is no installation charge for referal.
I did a big mistake by calling Vonage CustomerCare in Nov 2008. I rejected for the new referal connection as i was not interestd in payng the installation charge.
Sometime in Dec-2008,Vonage sent the router to my old address. By then, i have already moved to Oklahoma from Boston.
I found my Credit Card account getting charged every month. I called Vonage (more than 30 times) to cancel my account. They were not able to validate my account. All your security Questions are really Stupid or System is not able to validate it properly. I was providing the Last amount billed as per my Credit Card Statement(As mentione below) but they were not able to validate my account. Later on , They realized my mailID was not entered correctly into the system during account creation process thats why i was not getting any Email.
After more than 30 calls , I was able to cancel the account to stop every month Bill(services Which i never used and i never asked for). I was charged for the cancellation also.
Your Customer Care Infrastructure and personal are horrible and very frustrating. My Case is not resolved in more than 4 months.
I request you to go thru all below info and refund my amount as soon as possible. I am already so frustrated with Vonage.Please dont test my patience. I will go for legal and will go for any any extent to get my refund and all mental Harrasment.
Please check below forum i have shared my Bad Experience
Vonage CUSTOMER SERVICE IS HORRIBLE AND VERY FRUSTRATING.
Account Info order no: 95607902-0001 vdv21-vd tel no:617-639-5657 ense77veb6 Account Number: 1007569756 RATE PLAN 24.99
Out of more than 40 Calls Talked to Customer Rep with ID Kris-17209 Mary-57608 Den -59984 angella-59420 - Escalated rona - 516473 Escalation Conf: 17247850
All Amount Charged on my Credit Card: 01/18/2009 01/19/2009 Sale Vonage *PRICE+TAXES(Services and Merchandise) 24692169018000423265673 $24.65 11/18/2008 11/19/2008 Sale Vonage *PRICE+TAXES(Services and Merchandise) 24692168323000218385324 $55.36 02/04/2009 02/05/2009 Sale Vonage *PRICE+TAXES(Services and Merchandise) 24692169035000487185469 $113.49
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