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HildBeft Posted:
You can recollect
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massrman Posted:
The devices are
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massrman Posted:
Hi these are most
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Has anyone setup a
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Assid
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Joined: May 24, 2005
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PostPosted: Tue May 24, 2005 9:19 am    Post subject: There's No Way to Cancel Service Reply with quote Back to top

I tried to cancel my service two wks after I received my router back in Feb still haven't been able to.

My phone service quit two weeks after I signed up. I tried to call Tech Support a few times and got a busy signal. I decided to cancel my service. E-mailed them through their "cancellation" e-mail on the website but got an automated response with no acknowledgment of cancellation. Called the "Cancellation department" and it rang and rang.

Tried Customer Care in Feb, they told me to call the cancellation depart. Explained that I tried that already, and that no one answers at that phone number. The lady tried to cancel for me and told me I would receive e-mail with address to send router back to. Meanwhile, Vonage is taking money out of my account for service I don't have. I didn't receive any e-mail but the one letting me know the amount taken. Cancelled credit card as that was the only way to keep Vonage from still charging against it every month.

Tried Customer Care again March, explained the situation to another person. The man told me he would try to cancel me, blah blah. Nothing happened.

Tried CC again April. Was assigned some "Accountabilty Number" that was in reference to the accountbility depart supposedly looking into this situation. Vonage sends auto e-mail telling me they are cancelling service because they haven't been able to charge my credit card for two months. Yeah, no duh.

May now. Only e-mail I have received is the one telling me they have unsuccessfully tried to pull money out to pay for an account that I have been trying to cancel for three months.

How are you supposed to cancel service with these idiots?


Last edited by Assid on Tue May 24, 2005 12:12 pm; edited 5 times in total
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mundy5
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PostPosted: Tue May 24, 2005 10:09 am    Post subject: Reply with quote Back to top

I would suggest two things. First, I would dispute the charges through the credit card company (this gets the business' attention really fast). If that doesn't work, then second, I would cancel my credit card and ask for a new number. Now Vonage won't have a valid credit card to charge. These are two things you can do, of course, in addition to getting Vonage's attention through the normal ways.

** Any Vonage reps who see this post, please help this person cancel the account. **

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Assid
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PostPosted: Tue May 24, 2005 12:28 pm    Post subject: Reply with quote Back to top

Please re-read my post....I was forced to cancel my credit card, and did, months ago. That was the only way I could get Vonage from continuing to steal money from me every month after they failed to honor their 30-day no risk trial period.
Well, it's not a no-risk 30-day trial, as they won't cancel your account and refund your money until you send them their equipment. Yet, you can't send them their equipment unless they provide you an address. You can't talk to anyone who can give you this address because the "cancellation department" doesn't answer their phone!!! It's a classic "Catch 22" situation.

I've sent detailed email expanations, called every phone number I can find and every phone number customer service referred me too, and have gotten zero results. Customer service says you can only cancel through the "cancellation department" but no one answers the phone at the "cancellation department". When I've told customer service this, they claim they'll try and fix the problem, but it still hasn't worked. One guy said he'd get the "accountability department" to fix it, but that hasn't done anything.

Now, to make matters really rich, Vonage sent an email stating that due non-payment for service, my account has been cancelled.
So, they see it as me being an irresponsible customer who just decided to blow-off paying my bill, which couldn't be further from the truth. And now, I can of course expect them to submit an unfavorable report to the credit reporting agencies. Unbelievable...
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Maaz
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PostPosted: Tue May 24, 2005 1:15 pm    Post subject: Reply with quote Back to top

I wouldn't worry about your credit report. Vonage is a prepaid service. They simply bill your credit card every month. They do not have anything to do with your credit report. You don't even provide them your social security number. I would be shocked if there was any reference to Vonage on your credit report.

Their general policy is to give you a 10-day grace period if they cannot bill your credit card. If they took longer than this to cancel your account, then it is their loss.

I personally have never had any problems with the service but I never tried to cancel either. Their full refund policy is pretty restrictive. The service must be cancelled and the router has to be returned within 14 days, and you could not have used more than 250 minutes. If you cancel after 14 days, they should still stop billing you with the exception of the $39.99 cancellation fee which they refund once you return your router. I disagree with this practice. I think they should give you 10-15 days to return your router before billing you the cancellation fee.

You could easily find Vonage's address but at this stage, it may further complicate things if they have special return instructions. Hopefully one of the reps on this board will see your post and help you resolve the dispute. If not, try e-mailing dslreports@vonage.com. In the past, this e-mail address has gotten more attention than their regular addresses. Whether this is still the case, I'm not sure.

Maaz
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Assid
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PostPosted: Tue May 24, 2005 2:47 pm    Post subject: Reply with quote Back to top

If it's pre-paid, then why have they kept trying to charge my credit card $16.94 every month? They're latest email says I owe them $58.13.
They never allowed us to cancel due to the impossible to complete cancellation process they have in place. Therefore, since I never was able to cancel, they assumed I was still using their service and continued to bill me every month. Of course, you'd think some moron who works for Vonage would wonder why the phone hasn't been used since somewhere around day 10.

I'm glad you've enjoyed you Vonage service. You better hope it never stops working as you will NOT be able to cancel service with out calling your credit card company and cancelling the card. That is absolutely unacceptable. I will bad mouth Vonage as much as I can, and any chance I have to steer someone away from them I will.
My prediction: Vonage will be out of business in 3 years. Why? No customer service = eventual failure.
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robertplattbell
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PostPosted: Tue May 24, 2005 5:56 pm    Post subject: AOL billing practices Reply with quote Back to top

I'm sorry to hear about your experience.

This thing has worked great for me.

However, a couple of things:

1. I did not sign up for the "free trial" - I think those things are a waste of time.

2. I went for the flat fee $25 a month unlimited calls. Trying to save $10 by going to the billing minute is ridiculous. I wonder why they even offer it.

The AOL billing practices (so-called "negative option") are unfortunate. There are a LOT of internet companies that do that sort of thing ("Oh, gee, we forgot to stop billing you! Shucks!").

I think Vonage will face stiff competition. In a recent article in the NY Times, they noted that while Vonage has the bulk of Voip subscribers at the present time, the rate of growth in subscribers for cable companies offering phone service is 3-4 times that of Vonage.

THAT is what could kill Vonage. Let's face it, a lot of cable companies have similar levels of customer service (and it is about as good as the Telcos as well). And yet they stay in business....
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scerruti
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PostPosted: Tue May 24, 2005 7:19 pm    Post subject: Reply with quote Back to top

Obviously there is a way to cancel.

veasey wrote:
After one month I decided I could get equally if not better prices elsewhere using my POTS line I cancelled and was charged the termination fee. - thread


thoule wrote:
I've been very happy with Vonage once I tried them out 2 months ago. Everything worked great, except (because I have small children and a paranoid wife in the house) 911 was not as complete as we needed. So we had to cancel. - thread


moleary1018 wrote:
After I explain the reason for cancelling (again) I get an email confirming the cancellation and instructing me on returning the router for a refund. - thread


These are just a few examples of people who cancelled and then had some reason to post. Logic dictates that there must be plenty of others who after deciding to cancel had no reason to post.

Now, I am not saying that there aren't problems with customer service, but if these other people were able to cancel then there must be a way to do it.

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pl1
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PostPosted: Tue May 24, 2005 8:01 pm    Post subject: Re: $15/mo for 500/min Reply with quote Back to top

robertplattbell wrote:
I went for the flat fee $25 a month unlimited calls. Trying to save $10 by going to the billing minute is ridiculous. I wonder why they even offer it.


I personally think this option is great. I would even prefer a less expensive option for 100 minutes like Broadvoice @ $5.95/mo.

I mostly use my cell phone, but I like keeping a landline for incoming calls. That way I'm not giving my cell phone number out to companies I purchase from, who end up selling my number to telemarketers. Then I screen with voicemail. If the price get's much more expensive, I'll dump the landline altogether.

If there are a lot of other people thinking like this, it offers Vonage an opportunity to get customers that might not otherwise keep a land line. Plus, they seemlessly transferred my landline from Comcast at no extra charge, so I'm happy. My usage is close to zero minutes per month, it's a win for Vonage too.
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tommy13v
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PostPosted: Tue May 24, 2005 10:02 pm    Post subject: Re: $15/mo for 500/min Reply with quote Back to top

Quote:

I personally think this option is great. I would even prefer a less expensive option for 100 minutes like Broadvoice @ $5.95/mo.


I'm sorry but Broadvoice service has been horrible.

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robertplattbell
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Posts: 90

PostPosted: Wed May 25, 2005 7:58 am    Post subject: Reply with quote Back to top

Landline service here with Verison costs at least $50 per month per line with their $25 per month unlimited long distance. Typical phone bills I get from Version are $130 and up for the two lines I have (had).

So again, I am puzzled why people want to "save" a lousy $5 or $10 by going to el-strippo service.

$25 per month for unlimted calls is a HUGE savings for me over landline. Trying to save an extra $10 and watch my minutes is really being too cheap.

I guess if you never make any phone calls, the lower limits might be useful, if you are on welfare or Social Security or something.

(I wonder how many of these same people are spending $150+ per month on cable TV or hundreds per month on leased cars).

It's like the folks who drive 20 miles out of their way to buy cheap gas for 2 cents a gallon cheaper. Really silly.

Or trying to save $50 by buying your Vonager box off eBay and then spending 10 hours of your life screaming on the phone to some guy in India because it doesn't work.

There is saving money, and then again, there is such a thing as "too cheap".
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