Complain about a product or service

Vonage

Donald of Paris TN (05/15/08)
We tried [Vonage] service for a while we wasn't happy with phone service so we found a new phone service so we went with that co. so we called 2 weeks ago and had service turned off. the rep got very smart with us told my wife that we owed 131.18 dollars for the service. we was not told about that when we got phone service

In fact they never said any thing at all abut paying that kind of money by no one there .so iam asking [them] to return my money back into my bank account asap. we do not owee any thing. they got paid on the 3 of the month.

over drawed my accont the bank charded me extra 26.00 for paying my bill. it caused me to do without food an gas this week.  that's not good. if it were any body at all they would feel the same way.

Krishna of Frisco TX (05/12/08)
I have 2 Vonage lines using vonage since last 3+ years. I want to get rid of one line since last 6 months, extend free for 2 months for the initial disconnect call, second time i was told the line was discinnected but never dicsonnected. Third time line was disconnected but added a new number to the same device and charged my card for disconnect, new connection and transfer fees. I'm really mad at Vonage. Closing all my lines with Vonage and planning to switch to Verizon or TWC for bundled service. I never recommend vonage for disconnections as i

I've spent 3 hrs plus on phone and mental torture plus $180+ damage.

Shawn of Whippany NJ (05/12/08)
Absolutely the WORST Customer Service EVER! This JUNE fellow didn't want to cancel my services and kept offering me more and more free months till I finally said NO! then he tells me that there is a Disconnection charge of $39.99 because I'm cancelling it within the TWO year period. WHAT TWO YEAR PERIOD? When I had called in Last August 2007 to cancel VONAGE informed me that I had to complete our ONE YEAR commitment or we would be billed a Disconnection Charge! I stayed out the length of the year and downgraded to their lowest service possible $10.00/Month. When I called them in the 13th month, they STILL TELL ME THAT THERE IS A FREAKING DISCONNECTION CHARGE !

I went ahead and cancelled the service and agreed to pay the $40.00 Disconnection charge because I Didn't want to keep arguing with the same IDIOT over the phone. I am EXTREMELY Mentally disturbed by this whole event and I feel that I have been taken advantage of because I didn't want to keep blabbering. I am EXTREMELY UPSET right now!

Hui of San Mateo CA (05/10/08)
Vonage -- Worst customer service ever I used Vonage service for less than a month. It got some issues with the connection. I called its tech support, escalated from level 1 to level 4 (unbelievable, it actually has 4 levels). I was on the phone with them for about 2 hours, each level repeated the same steps and did not fix the problem. I had enough, decided to disconnect. and over the phone the customer support told me it will get charged for $39.99 for disconnecting the service, but it will get refunded as soon as they receive the device back from me.

I fedexed the device back and got confirmation in the email that they received it, waited for 10 days for the refund as I was told. no refund. I followed up with an email, confirmed that I will get the refund, waited... and still no refund, and followed up again, and this time I got an email response saying that I'm not elligible for the refund. This is completely a madness.

-- wasted at least 5 hours of my time over the phone, checking its website and following up with emails. -- $14.95 intial shipping fee -- $39.99 disconnection fee -- $20 shipping fee to return the device -- overtime charge on my cell phone bill due to the lengthy customer service call trying to fix the service

Nancy of Virginia Beach VA (05/06/08)
I am filing a dispute for charges that were deducted from my checking account on 4/25/08 and for the balance paid from 4/26/08 5/17/08 to be refunded. The service Vonage offers is the worst I have ever experienced when using a telephone. I heard constant interruptions of hissing on the line while trying to carry on a conversation. I lost service in certain rooms but regained the service upon leaving the room that I lost service in. I tried to follow the Voice and Call Quality, Troubleshooting Static? that is listed on the internet.

The instructions are extremely time consuming, something a paying customer should not be requested to engage in. I did NOTcontact customer service as requested at the end of the extensive list as I had had enough! I DID contact customer service on 4/25/08 to disconnect my service. My opening statement to the rep on the line was Id like to disconnect my service. This unprofessional person made me incredibly angry. I TRULY AND TOTALLY felt like I was not being listened to. It took approximately 1 hour for her to understand the words I WANT MY SERVICE DISCONNECTED NOW!

I have paid through May 17, 2008. I would like 4/26/08 5/17/08 refunded. Also I would like the additional $123.98 for disconnecting, refunded. When calling customer service for a second time on 4/25/08 to request a refund, the person I spoke with told me that she saw no telephone calls from me to report a problem.

Vonage has used up a lot of my valuable time by making me go through the trouble shooting checklist and spending an hour on the phone trying to get the person at the other end to disconnect my service, talking with my bank about the charges and talking to a second person at Vonage only to get absolutely no where. This was an annual day that I had taken for a specific purpose, not to have Vonage upset me as much as they did. Vonage should be forced out of business! I was very dissatisfied with the service that Vonage offers. They definitely should not expect a paying CUSOMER to follow that trouble shooting list with a smile. They should realize that customers dont pay for such atrocious service. They dont seem to be concerned about the reputation that they are getting.

I just may have tried them in the future once I found out that they really improved their service, but after this little clown show that they put on, I will NOT EVER give them another try. And, their representatives at customer service need a lot of customer service training. I have filed a complaint with The Federal Trade Commission and the FCC. Both stated that they have had numerous complaints about Vonage. I will take this to court if necessary. If Vonage fails to refund payment after my service was disconnected, 4/26/08 - 5/17/08 I will pursue the refund. If Vonage fails to refund $123.98 taken from my account, I will pursue the refund.

I'm very angered that I have to pay for less then junk when it comes to Vonage. And I'm angered at their attitude of there is nothing I can do to stop them.

Dale of Marietta GA (05/06/08)
I was promise a 2 month trial to use vonage. Before the 2 month trial period was overI called vonage because I could not get the product to work. It was not compadable with my computor. When I called Vonage they said that their technical personnel would fix the problem and that they would give me a additional month which total 3 months trial period.

The system did not work and I called to cancel the service before the extra month trail was over. All of a sudden the rep told me that I could not cancel because when you sign up for the free trail that you are commited to a two year deal. Also if you cancel they will hit you with more than 150 dollars of fees. This is not legal I explained to the repersentitive but she went on and on. She stated that vonage will do what ever they needed to do to get their money.

Lost of phone time, work time and being bill for a service I did not commit. Also they said they will sue me for the remaining balance.

Melvin of Norcross GA (05/06/08)
when i first set up the acct with vonage the customer service rep stated i could cancel within the 30 days no problem at all...just call and they will cancel and refund your money right away...i didnt like service and i cancelled within a week and they told me then they have to charge me $40 for them to cancel my acct and will refund that and my activation money when they received their merchandise back..Keep in mind no body informed me there would be a fee to cancel within 30 days!

Then i called vonage right before my 30 days was up and i asked can i send my payment via mail and the operator stated yes u can. i asked can they take me off of automatic withdrawals and she said she could and my card will not be charged and gave me an address...then i get an email 4 days later stating they have successfully taken 32.05 out of my acct... so i sent a payment to some random address dont know where my money is or anything...i called vonage and they put me on hold for 30 minutes and then hung up on me...i called back and they wouldn't transfer me to supv and everytime i call they hang up on me...

unauthorized charges to my acct

Terry of South Bay FL (05/06/08)

I am writing to let you know that I have request several times that Vonage stop remove money form my account. This Company refuses to stop taking my money out of my account for a service that I cant use. This has been going on now for the pass few months. I have call on a regular basic, I also had my husband call, now they states that after 10 days they cant take there product back. Which they told us that we would send a prepaid label that we never received. I have been calling Vonage for the pass three months and never received any service at all. Therefore I am requesting help from you in this matter. Thank you in advance for any help you can give me in this matter.

This problem call me many heads that I didn't need, I were stress out completely being question by the representative like I had stolen something.I was put on hold and transferred back and forward.These company look like they are train to stress consumer out just so that they would get tired and hang up.

Trevor of Miami FL (05/04/08)
Was a faithful user of Vonage for about 2 years. After this time, the vonage phone adapter went bad and I was unable to make any more calls. However, they were continuing to bill my credit card. As a result, I decided to suspend the service until the problem could be resolved. And that's when the circus began.

The scam is that they allow you to sign up online, but you have to speak with a physical person to in order to cancel the service. When you call to speak with that physical person, they inform you that you need to be transferred to the correct department. Except you never actually get transferred. Instead, you are kept on hold for an inordinately long time until you give up.

On two occasions, I timed the hold time and it was over an hour in each case. Meanwhile, they continue to bill your credit card. So at this time, I decided I wanted nothing more to do with them and wished to cancel my service rather than simply suspending it. Now there is no way to stop payments to your credit card. Instead, you are only allowed to replace it with another credit card. How I eventually got out of their clutches was to replace my current card with one that I had closed. Once they found out they could no longer bill me, they started to email me telling me that my account would be cancelled if I didn't change to an active credit card. Of course that's what I wanted in the first place so that worked out fine.

The economic consequence of all of this is that now they say I owe them two months service fee for the two months they tried to bill my replacement credit card. In reality, they owe me about 4 months service fee refund for all the time I was trying to cancel their service. Of course there is no way I am going to be paying that money and instead and trying to recoup the money I am owed. They have since given my account to a collection agency to try and get that money. I have explained to them the situation and told them I shall not be paying this. They have indicated that the amount will be sent to the credit bureaus and will affect my credit. Even though I have otherwise spotless credit and abhor the thought of a black mark on my credit, I refuse to pay this amount.

Bernard of La Puente CA (04/30/08)
I ordered vonage service for three lines and before i even agreed to it I made sure that they guaranteed that if we were unsatisfied at all that we would not have to pay extra fees. The person on the phone agreed but told me that if we went over the two month free limit that we would only have to pay for the month that we used, that was reasonable since the monthly was so cheap. Well for the first two months their service was working perfectly but like maybe a week or two after that it went downhill. I started having static and cut offs and even at times stop receiving phone calls. People would tell me that when they called it would go straight to voicemail. I know the problem was not with my internet connection because i have charter cable and they are pretty reliable. Anyway, I eventually had to caNcel my service because it was unreliable. Now they are charging me 89.98 a pop for each phone line?

Their excuse is that, hey...it was in your online agreement...even though we never signed or agreed to it but since we accepted their service over the phone we were liable to whatever policy they put on their user agreement online..huh? I thought that what we talked over with on the phone was our agreement?? Why should i be liable for something that was their fault? Do they think that im trying to get one over on them by ordering service then canceling for kicks?

Changing numbers aint no joke and something that i dont take lightly yet they are acting like im trying to get one over on them..its the other way around!! Also when i try to call customer service to cancel my account im on the phone for more than 15 minutes then when im contesting the disconnect fees i mysteriously get cut off.... Is there anything we caN DO about this? Anyone willing to file a group class action law suit? Im sure they have recieved millions from all this..

lost time from faulty phone service...more than $250 in disconnect fees...missed important phone calls.

Robert of Forked River NJ (04/30/08)
Vonage follow up: My mother died last December. I attempted to disconnect her service which I was paying for. They refused to do so without a death certifcate although I was paying with my credit card. I got the DC and tried to send it to them but their one FAX line was not a FAX but a Voice Mail Box. I finally got it to them and they disconnected the service.

So now there is no phone connection but my credit card keeps getting charged every month. Each time I call they put me on hold forever and then disconnect me. No phone No Service but I keep getting charged each month.

Lisa of Havre De Grace MD (04/28/08)
I would never, ever use Vonage. They misrepresented my phone contract to me and charged $29.99 a month, versus, $24.99 per month, and then charged me a $119.00 cancellation fee after I was told that I would not have a contract.

Jennifer of Fishers IN (04/28/08)
I ordered the vonage phone service on March 20, 2008. I could not for anything get the device to work continually. They could not fix the problem either; their solution: pay one of their technicians more money to come to my home. I just paid them 60.00. If its not going to work, its just not going to work. I was not about to pay someone another 99.97 to come out for 5 minutes. I sent the device back; within 1 week, well before the 30 days for a refund. I called several times and spoke to several different people to cancel service and to check and see if they received the device back yet.

They received it two weeks ago, but they did not refund my card. I called account magmt dpt again and asked them why I have not received my refund. They tried to offer me free service for 3 months to give them another try and also to have a technician come to my home free of charge. I told the lady 6 times No I just want my money back. Finally she told me my service was never even disconnected. So now it was too late to get my refund. I told her that was not my fault that her employees can not do their job correctly because I did call several times to verify the diaconnection and the refund. I asked for her supervisor's name and number and of course she would not give it to me.

I tried to call back several times after that and guess what? Now they keep hanging up on me after they pull up my account. Yes, I let them have it and I told them that their company is a joke and they need to hire employees that know what the hell they are doing, but it is unethical for them to not even talk to you after that. What type of business are they to not even give out the supervisor name or number for you to speak to about complaints about their business and/or employees. Are they scared of something? Is it too much to ask for my money back?

Refused to give my refund back even though it was well within the 30 days. Refused for me to talk to the supervisor, and kept hanging up on me when I would call back; after they would pull up my account.

Randall of Lees Summit MO (04/28/08)
I have had problems since Jan 2008 when I first signed up. They have NEVER kept their committments. They tell you they will call back and they never call back. They promise credits and you never get the credits. You request lines to be cancelled and they do not cancel the lines and then they bill you for the lines. They tell you when they sell you that you get 2 months free and you don't get 2 months free. I was told that an account my size (I had 28 lines at one point) should be assigned my own account manager yet they never did it.

Every time you call in you get somebody different and have to re-explain your case (or in my case, multiple issues) to them. The minimum amount of time you will have to spend on the phone for a problem is 1 hour. I spent 6 hours one day on the phone with them. You CANNOT be transferred to Holmdel, NJ under any circumstance. They have trained their people to apologize and send emails to corporate who do nothing. This is the lowest form of corporate lying I have ever seen. I will never do business with a company that forces you to deal with someone different every time you call back. You cannot get back to anyone who has helped you in the past.

I would say that I have lost in time about 30 to 40 hours on the phone with them since January 2008. So, the cost to me is about what I would make in a week or around $5000 to $10000. They owe me $291.20 in credits they promised and never delivered. They owe me $150 for billing me for 5 lines that they were to have cancelled BEFORE the billing cycle ended 4/24/2008.

Stacy of Silver Spring MD (04/22/08)
My husband ordered Vonage phone service in January 2008. He used my debit card to make the activation fee. They said if we did not want tyhe service we had 30 days to cancel. We cancelled 1 week after ordering because their phone device would not work on our computer.

Now, 3 months later they charged my account without authorization and would not refund my money. They said we never cancelled but that is not true. We have had Comcast service for the last three months. Now vonage said they are going to charge my account again about $80.00 - $90.00 as a cancellation fee.

Vonage took money from my account without authorization and I would like to have my money back

Elke of Las Vegas NV (04/21/08)
Vonage REFUSED to cancel the account despite numerous phoned and emailed instructions to do so. The customer service representative (outsourced half way around the world, of course, to a non-English-speaking country)wastes your time trying to convince you not to cancel or telling you that you have to jump through this hoop or that to cancel the account. The first call in early February (that lasted about 30 minutes), I was trying to be polite--but she wouldn't shut up and just cancel the service. (No more being polite.)

Two and a half months later, I am charged for the next month's service (I had switched to Lingo two and a half months earlier, including transferring the phone number away from Vonage). Back on the phone, but no help. Emails back and forth--to no avail. A fourth phone call to cancel. Talk, talk, talk, talk, talk--could not get her to SHUT UP and cancel the account. I was screaming into the phone, and she would not listen. When I finally got a confirmation number for the cancelation, I hung on her in mid-sentence--it was the only way to shut her up and get off a call. Total time: more than 12 minutes on the phone.

Absolutely the worst, bottom of the barrel service of any kind exhibited by any company I have done business with in decades. I left Vonage because of repeated bad and dropped connections (the latter makes it mostly useless for 911 service). If Vonage were my only choice for such communications, I would use carrier pigeons. It is a profound relief to be done with it forever.

A LOT of lost time, charges not authorized put on my credit card (I now have to go through the challenge process with the cc), frustration beyond human limits.

Raquel of Staten Island NY (04/21/08)
In November of 2007, I called the telephone service Vonage to ask about a package with cable, telephone and internet service. They said that at the moment only the phone and internet was available,so I ordered the package. To confirm I asked a friend to call them back and make sure I had the information correct, to which he found out that they did not have the internet just the telephone service.Verizon did have what I needed,so I cancelled the order with Vonage. I spoke with several reps where one said to send the package back and another tried to cancel the activation service. They said they were unable to cancel the service because their computer had just logged the account in and it would take several days to show up.

When the package arrived, I immediately sent it back and I phoned to give them notice as to that and ask about the cancellation to which they said it still was pending. Low and behold I forgot all about Vonage once I received the Verizon package. The problem is that Vonage never did a follow up either about the service or activation cancellation, no statements ,phone records ,bills what so ever. But they were still charging my account for the months that followed. I would receive my bank ststements and had not scanned through every item until this last one when I noticed the Vonage withdrawals.

I called them, upset with what I saw on my statement and they said I never called them back again to confirm cancellation of service. I said how can I have service with no modem which I had sent back and have a confirmation number for and not receive any monthly service statements from Vonage explaining my monthly useage,or upgrade or anything a company would send to their customers.They told me to voice my complaint by mail to their home address in Homedel, New Jersey, which I am about to do

monthly charges on my credit card for service not being used

Sandra of Alameda CA (04/16/08)
I had begun Vonage last year as my husband had become very ill and I needed affordable long distance. I had changed over from AT&T to Vonage. Vonage's policy was to cancel my AT&T account for me. As it happened very quickly, that was fine.

I was immediately unhappy with the Vonage service..the echo, the voice going out..etc. I had called several times to complain and even though they offered suggestions about how I could make the service better, it never was. So, I returned to AT&T last November. AT&T also told me not to call Vonage, that they would handle that part of the service. So, I as it had been so easy before, I didn't see the problem.

My husband had died in August of 2007. My finances became very tight. I was looking through my bank account when I realized after November that Vonage was still billing me $28.99. I called AT&T and they attempted to fix it from their end to no avail. They suggested that maybe this was a final bill. However, Vonage continued to draw off my bank account and at least once, they overdrew my account. When I tried to cancel the service myself, the phone kept clicking off and I couldn't get anyone to talk to me. They continued to charge my account.

At&t tried to resolve the issue for me and were were at least able to cance the service but not until very recently. Vonage promised TWICE to refund the money they overcharged me for and TWICE I have received emails telling me I'm not getting the money back. First they asked for some information which I gave them. Then they said I'd be getting a refund within 48 hours...nothing! Then they said they needed a Pon# the representative fro AT&T game them the number. I was supposed to get the money back..Vonage says that they don't owe the money because I PERSONALLY was supposed to cancel the account!!!! However, their system didn't allow me to do so at any of the times I attempted to cancel. Twice I was promised this refund and twice, the promise was set aside. Neither time was it for any of the information they asked for.

I am recently widowed and on a VERY TIGHT income. I am ill myself and only able to work part time. I also have two children. I need that money!! It doesn't seem like much and principle is involved here but right is right!! I paid for 5 months of service I did not recieve and my bank was overdrawn at least once.

Ann of Troutville VA (04/09/08)
i signed up for vonage i tried to install on my phone line but with no sucess so i decided to cancel the vonage via cell phone but the 5 people i talked to would not understand i wanted to cancel i told them i did not have the account # at the time i was away at the store they started getting rude they said i could not cancel because i was not on the account even though i was the one who set it up when i went on line like they suggested using my account name & pass code it did not work to modify the account

Steve of Wilmington NC (04/09/08)
Let me add my voice to the many thousands of others who have been subjected to the Veitnam Style Mind Control tacticts from Vontage. After subcumming to their 2 month free offer which cost me $49.95 I decided not to continue with the service. It took a good amount of time just to find a phone number because they will not allow you to cancel your account even though you have to sign in on a secure site to access your account, that includes your credit card number. Tell me that is a scarry business! The phone you are given is one that takes you to a sales office and there is no way to get to the 'Account Management Office' to which you to directed to go to without spending 15 to 30 minues of hostage time says no so many times you start to wonder if it is still a real word!

Nestor of Yorkville IL (03/28/08)
I ordered my services with Vonage on 3/17/08. They sent me a defective unit a few days later and after I spent hours making sure it was delivered. After many phone calls they agreed to send me another unit, but not before spending many minutes from my cellular phone. I got VONAGE representatives from the Philippines as well as from New Jersey with the same excuses trying to justify why they could not send another unit, stating that there was a hold in their system, which they could not understand the reason for it. After getting complete fed up with their poor customer services and due to the fact that it was still over ten days and no idea as of when I was going to receive my unit, then I proceeded to look at this company's reputation on the Internet. Not to my surprise, I find out similar complaints and worse than mine too. After reading all those complaints and knowing what I was experiencing, I then decided to cancel my contract with VONAGE and to request a full refund. WHAT AN EXPERIENCE!

Loss of minutes from my cellular phone as well the inconvenience suffered since I have already given my number to other future business. I have also spent at least a good three hours or more dealing with this problem and lots of aggravation.

Alex of Plymouth MA (03/28/08)
In Dec 07, after being with Vonage and having an great home phone, I chose to go with Comcast Digital Cable (VOICE) as a quick and easy package for TV, internet and Phone. I called Vonage and asked to cancel the service. After much conversation I was convinced to keep Vonage for 2 months with a Vonage credit to my account. This was a chance to evaluate the Comcast service. In January, not a month later, I figured Comcast was working so I decided to cancel Vonage, so I would not forget about it and they end up taking $30+ dollars a month out of my checking account without me knowing.

Since then I have called Vonage 3 times, spoken with 3 service reps and still I have an active account and they take a $30 payment from my bank account. I am on the phone now trying to cancel this service and these CSRs still try to sell the service back. Unbelievable! Are these people robots? I even have a confirmation number and they still try to sell me back the service. Can someone please tell me how to cancel Vonage phone service? Drives me nuts. The time I have wasted talking to these CSRs to have them be forced into trying to sell me a service I do not want. Now I am being told I cannot speak to someone to handle refunds (only via e-mail and fax) even though that is exactly what I did 1 month prior.

Dee of Castle Rock CO (03/28/08)
On 2 separate evenings my husband received phone calls from Vonage on his cell phone. We are not members of Vonage, so why were they calling us? He called them back and asked why they had called. The representative asked him several times if he was a Vonage customer, and what the phone number was that called him. After giving the phone number, and repeating that we weren't customers, my husband asked for a manager. After arguing with the representative for 10 minutes, demanding to talk to a manager, my husband asked why he was refusing to let him speak to one. The managers will only talk to Vonage members. WHAT? Are you kidding me? He never did get transfered to a manager, and he also had to give his name, address, and cell phone number JUST to get them to put him on a no call list! I would advise no one EVER become affiliated with Vonage. If they treat people that don't spend money with them, badly, why would they honestly treat a paying customer better. Obviously, they just want your money.

Wayne of St. Laurent OTHER (03/26/08)
I was moving and called to close the account. The person suggested that they could hold my number in case I changed my mind. They did not tell me that there was a charge for this.

They did not charge me for 3 months, then they charged me $9.02 from one of my charge cards. By the time I found out about it, they had charge me for 5 months.

Edith of New York NY (03/23/08)
About two month ago, I opened a Vonage account via phone. Two weeks later, I needed to cancel it because I was not sure it would work out at my place because my building is using the landline as intercom as well. I asked them to cancel my account especially because they could not tell me if my intercom was going to work with Vonage. The person I was talking to tried for 15 minutes to offer other options and tried to convince me not to cancel. But I needed to do it. Finally she told me I had to talk to someone special, but after spending almost 1 hour and calling over and over again, I realized I was completely unable to reach any one.

I wrote emails to the customer services explaining my problem and threatening to talk to a customer protection organization. After that, I finally reached some one. That person also tried to make me change my mind but finally told me my account was canceled. Two months afterwards, I realized it had not been canceled and that Vonage is still charging me although I have never, ever used their services. I wrote about 10 emails to the customer service but they do not reply to my questions and keep on telling me I have to call the Account management. But that is was I did last time already and it did not work. So what shall I do next?

I spent hours on the phone, trying to find some one who could help me out. Vonage charges me every month although I do not use their services. Vonage is trying to prevent me from canceling my account.

Julio of Calhoun GA (03/23/08)
When I tried to switch to Vonage, I was informed of the deal that they had about international (latin america) deals on phone service. They were good to tell me about the great deals but they did not mention about the fact that I also needed high speed internet. I am not computer savvy and was attracted by the great deal for phone service. I ordered the service and when I was told about the internet service I called the local office and was told of the prices that included the internet service. I knew I couldn't afford it since I'm a father of 5 children. I decided then to cancel my service and returned the equipment they had sent me. Vonage assured me I would get credit for the equipment that I returned.

They received the equipment but I was never given credit for the items. I decided to call them again and they assured me that my account would be canceled and that everything would be ok. Two months later I noticed on my bank statement that I was still getting charged for the Vonage service. I had canceled my service in December but still in February I was seeing charges on my bank statement. When I called them back, I was told that they were charging me because my service was still active. As I spoke to the customer care rep, he advise me that he was, at that moment, canceling my service and that they would charge me $39.99; but in reality he was, at that moment, charging my bank account without my authorization $93.99.

In the time I used their service I was charged over $300 dollars for a service that I never used. In fact, I had returned the equipment as soon as I had received it. Maybe less than 3 weeks after signing up for service with NEVER having used a single minute. Even after talking to a supervisor I was again promised SOME credit for my problems, but here it is 1 month later and I'm still waiting for my credit! This company has caused me more headaches than any I have ever dealt with. I DO NOT recommend this company to anyone.

Loss of time, money, patience and belief of what this company claims it is. BAD BUSINESS FOR SURE.

Sandra of Irmo SC (03/17/08)
I ordered Vonage hoping to avoid the extremely high fees and bad service from AT&T. I ordered online and paid for a refurbished modem. I was contacted 1 week later and advised that my current telephone number could not be used and I would have to get a second telephone line in my home. I told them, no I would not pay for a second line and to cancel. I was told numerous things including that my new charge would be $14.99/mo to make up for the charges of the second line at ATT. I said no, cancel.

The service was not canceled and I placed 3-4 more calls lasting about an hour each. Finally, I got a lady who gave me a special number required to return the unopened modem. The catch being that I had to open the box and put this special number on the inside and outside of the box. I would receive a refund if I returned the modem within 10 days. I sent the newly addressed box the next day, No refund was ever received and I can't seem to get anyone on the phone now.

Douglas of Denver CO (03/17/08)
I called customer service to cancel my phone service two weeks in advance of the date I wanted service disconnected. A very rude employee (probably out of the country) wasted 30 minutes of my time trying to sell me more service in my new location in a different state. When I finally convinced her that I was not interested in any further service of any kind from Vonage, she informed me that she was going to discontinue my service immediately, rather than waiting until the date I want it disconnected, and that If I want it disconnected then, that I must call back on that date, thereby wasting another 30 minutes of my time. I may have considered Vonage if I ever need VOIP phone service again, but now I will never do so.

Corinne of Dallas TX (03/16/08)
On March 4, 2008, I placed an order with Vonage for a phone--and ordered on their assurance that it would work with Eartlink ISP, one of three that work in my area. After authorizing them to withdraw $59.46 from my bank account, I was given an order number and a security PIN and told that the Device would be shipped to me shortly; all I had to do was hook it up to my computer. I called Earthlink to arrange a transfer of my ISP to them and told them that Vonage would be my phone service since Earthlink did not offer phone service in my area. I was immediately informed that Earthlink did not, and would not work with Vonag, and they apologized and cancelled my ISP order. I called Vonage back to cancel my order of 45 minutes ago, until I could secure an ISP. They refused to cancel saying that the computer had already ordered the DEVICE but that I could wait for its arrival at my home and then call back to cancel.

Unknown to me, during this conversation my bank account was charged with another $42.59. THE DEVICE came two days later without a return address on the box. I called Vonage back, was put on the eternal hold and transfer list and finally spoke to an agent who said the extra fee was for an early service disconnect charge and that my money would be refunded in about ten days. I asked to speak to a supervisor who was extremely rude and told me I was lucky that's all they charged. The Device alone was $80.00 and that I would have to pay my own postage to return it. Also, the charges were for early disconnect (of a service I never had). He also argued with me that Earthlink did hookup with Vonage. I must not have broadband. He begrudgingly gave me the return address for the box which was hard to understand because of his accent and rudeness. He then hung up on me.

I called my bank to stop payment on the second unauthorized amount submitted to my account by Vonage and was told that I could lodge a complaint only after the amount(s) had cleared. I called Vonage back and was told that the number I called was not to be used for canceling accounts and don't ever call it again--they would transfer me. The man named Mara in the Philippines wanted my cancellation authorization code before he could give me the return address for the DEVICE. After my yelling loud enough to be heard at his location without a phone, he gave me a cancel code number and the return address. The US post office Delivery Confirmation receipt # 0307 3330 0002 0514 0630 shows the device was delivered to Vonage on March 12th.

I am waiting for my refund. I am retired, on a limited budget and have little to do other than to argue with Vonage. I should like to start a class action suit against their unethical business practices. Reading the complaints online against Vonage, I think any attorney could clean house with them. I have a terminally ill sister and a very old and sick dog. Medical bills for both are very expensive. I want my money back. Thank you very much.

Chris of Port Coquitlam OTHER (03/15/08)
Absolutely inadequate call quality that was completely useless for business and fax use. Customer (dis) Service was contacted not less than 20 times to demand that the service be cancelled. Each call included an average of 20 minutes hold time, countless disconnections.  My request was bluntly simple...cancel the service now!

That simple request was constantly disregarded as CS reps. attempted to dissuade me, suggest tech support, discounted rates and so on despite my interjections of forget all that...I demand to cancel this useless service!!!! The final contact took 1 1/2 hrs of my time to finally get the desired result. What a waste of time and money.

John of West Palm Beach FL (03/11/08)
I called in Oct of '07 to cancel my account. After at least a 1/2 hour verifying my information, I finally speak to a guy who keeps offering me options rather than canceling my account. He finally convinces me to accept the next two months for free, even though I tell him that there is no way I'm going to use it since I no longer have a hi-speed modem. He says for me to not worry, I'm a good customer, and they will be happy to cancel the account after the two months - but failed to tell me I had to call back again! Three months later, I realize I'm still being charged $31.93 per month for a service I haven't used in 5 months! After another hour on the phone, I finally get them to cancel my accoun. (By the way, they said if my current plan was 'too expensive' she could offer it to me for $14.99 - what kind of scam is that?)

 This is another AOL nightmare if you try to cancel. Customer service in some third world country, nobody cares. They absolutely said (I even spoke to the so called supervisor) that they do not issue credits. Imagine that: they have no problem siphoning my account each month, even though I don't use the service, but they can't refund you even though I asked to be canceled. WHAT A SCAM! Vonage should be ashamed of themselves. Of course, I'll never use them again, and I'll warn everyone of their unfair business practices.

I've lost at least $95.79, plus my time and frustration on the phone!

James of South Bend IN (03/10/08)
In Sept. of 2007 I had a roommate living with me who wanted me to get a land line phone. At the time I was using my cell phone for all calls and had canceled my land line which was with AT&T. She had a coupon for two free months service she had received at her P.O. Box. I agreed, if she paid for the service, since I had no intention of using it. We signed up using the coupon; however, after a couple of months I noticed that I was being billed for the service on my credit card, and that I was not given the two months free. At that time my roommate had moved back home to take care of her mother who had taken ill. I called Vonage and tried to cancel the account on the basis of them not giving me the free months and the fact that I wasn't using the service and never wanted it.

I got the biggest run around I have ever experienced from any company in my entire lifetime (68 years). I was on the phone for over half an hour with the original person I was connected with and then her supervisor. She absolutely would not put the cancellation through and told me she would give me two more months of service free and then cancel the service, or else I would be charged for the modem. (I offered to return the modem, but they would not let me because they said it was out of warranty.) Also, I would be billed a disconnect charge because I hadn't been with them long enough. The two months went by, and then on the third month they billed me for service again. When I got the credit card bill (March 10, 2008) and saw the charge, I immediately called them and once again spent another half hour plus on the phone arguing with them and finally got them to put a cancellation through. However, they said they were going to bill me for the Modem and a cancellation charge, totaling over $120.00 and would not finalize the cancellation unless I agreed to these charges. I told them I agreed but under protest. I think they have canceled but am not absolutely sure.

I feel I was cheated out of $62.00 for the first two months of service and $31.00 for the last months of service and also $99.00 for the modem which is in perfect condition and could be used by someone else. More than that, though, I feel I am owed an apology for the way I was treated. I wish you could listen to the phone calls. (Were they recorded? When you call them they state "This call may be recorded," etc.). Both times I was so angry when I hung up that I was trembling.

Sean of Snohomish WA (03/10/08)
When I ordered Vonage I was told that I could keep the same the phone numbers I have for the three lines in my house, and that the setup process would take me only a few minutes. None of this was the case. First, they got my e-mail address wrong so I never received a welcome e-mail with some of the setup information I needed. This would have been fine, but after I called up customer service to get the information, I found out that their support people could not figure out how to setup the three phone lines with the equipment I was sent. I requested to cancel. They put me through to an Account Manager; her name was Rochelle. Rochelle was extremely persistent in not letting me cancel. She told me that she would credit my account for the lost time and asked me to talk to their Advanced Technical Support. I agreed, and she conferenced them in. After explaining my current setup of three phone lines, the Advanced Technical Support people told me and Rochelle that (the Account Manager) they could not help me, and since Vonage did not have anybody in the area to send out on-site, the account should be canceled. This was all done within the original 60 days of the order, so I qualified for Vonage's 60-day money back guarantee.

Just yesterday I realized the account had not been canceled. When I called up to ask why, I had to speak to two more Account Managers (one of whom disconnected me) and several account reps and a supervisor. They all told me that I owed $97.00 because the account had not been canceled within 60 days. I pointed to the phone call I made with Rochelle and the Advance Technical Support people within that 60 day Window. They agreed that I had called to cancel, but the fact that I talked to the Advanced Tech people was evidence that I did not mean to cancel. I argued like I have never argued before, but they would not change their position even though it was their mistake!

Vonage sold me a service under false pretenses, it was not easy to hook up, I could not keep my phone number, I spent hours on the phone trying to figure out the setup, even their tech people could not, I never used the service, and now they want to charge me the cost of sending the equipment back plus $97.00. I will make sure that the $97.00 costs them many customers by telling everybody I know to stay away from Vonage. I have never been treated so unfairly by a company. Vonage is not a respectable business; it is a scam outfit.

$97.00 plus the cost of shipping.

Roberta of Sharon MA (03/08/08)
After you cancel finally other Vonage customers calling your line are told the phone is no longer in service. They are the only carrier that you have to call to cancel. They have a win back team with a script. The only way I got them to stop charging my credit card was to have the atty general of Mass step in.

Jennifer of Richmond VA (03/08/08)
I called Vonage to set up service. An hour later, I called back to cancel the order. I was told that I could not cancel the order because it had not been 24 hours. I told them I didn't want the credit card (that's my parents') charged. They told me it had already been charged, and I should receive my Vonage service device the next day. I received the router as I was told, so I went ahead and decided to try the service out. Needless to say, the service was HORRIBLE. I had static and dropped calls...and they told me when I signed up that I would just need the credit card to sign up, then I would get a monthly bill. Well, they have charged my parents' account twice now. I was on the phone trying to cancel with a woman who absolutely REFUSED to take no for an answer. I ended up screaming and cussing at her like a fool before she would cancel the service.

I was told that the credit card would be charged a cancellation fee. I told her she was NOT authorized to do so because it was not my card, and I was just allowed to use it for the sign-up because I don't have a credit card. She told me that it would be automatically charged when the service got disconnected. In other words, they STOLE from an account they were not authorized to take from.

I feel guilty and horrible because of my bad decision; my parents are now having to go through the bank and block Vonage from stealing from them. My parents tried to do me a favor by letting me use the card for the sign-up, and now they, who are not even Vonage customers, are getting robbed by Vonage. This is stressful and unethical. I'm going to do EVERYTHING in my power to SHUT THEM DOWN.

David of Iron Station, NC (03/08/08)
Towards the end of January 2008, I contacted Vonage to disconnect my service. I was tired of the numerous service problems I was experiencing. I work from my home. I had several clients ask me if I was on a cell phone, that is how bad the service was. When I called Vonage, they would always tell me, reboot your modem that will fix it, Yeah right!

When I called, I was told my service would be disconnected on February 25th, but I got charged on March 8th.  I called my bank and they placed a stop on my account from Vonage so they can not charge me again.  And because they charge my service through my debit card, I can dispute the claim.  I will also change the card number making that card valid.

Sarah of Kingston TN (03/07/08)
Oh, I just thought this was over. I called my bank and just found out Vonage charged my account $218.98! Somebody please stop them.

I only get $575.60 a month. I signed up with them to save money; that didn't happen.

Sarah of Kingston TN (03/07/08)
I called to cancel. He said he was charging my account $131.38 to disconnect. He said he was pushing the button to disconnect it, but he didn't. I got an email from them today saying "Thank you for remaining a customer." We called, and they don't know how that happened. I even have a cancellation number, and it didn't help.

This is too much to handle.

Shirley of Senatobia MS (03/07/08)
I called to inquire about Vonage. They said that they could have someone come and install the phone, and that I was eligible for the service. However, I had dial up and was not eligible for high speed internet through my present carrier. They assured me that I was eligible, and it went on and on. The only high speed internet I was eligible for was Comcast, and it was so expensive I could not afford it. By the time I found out all of this, two months had passed by; and I still was not connected. They did not have a technician in my area and told me to contact the GEEK SQUAD to come and install the phone, and they would reimburse up to $75.00. Well, they charge $300, so that defeated the purpose. Also, I could not hook up anyway because I did not have High Speed. They misrepresented the fact that I was not eligible and had no one to hook up the device.

I just want my complaint registered. I was out over $100.00 and cannot get a refund because my time had lapsed. I don't have any grounds to stand on except my stupidity for ever calling them. I wasted hours of conversation and will never get anything for my time and money. I just want to vent my frustrations about the misrepresentation of their claims and hope that someone will read this and not be taken in by this scam.

Sylvia of Irmo SC (03/07/08)
I filed a complaint with you in the summer of '07. I also filed an FCC complaint because of the verbal threat of overcharging me by customer service reps. They appeared to play games with me over the phone instead of trying to resolve the issue. They were debiting my account 2 times each month and refused to resolve. I believe it was an intentional entrapment. On 11 Dec. '07, I thought it was resolved. Vonage sent me to collections for a disconnect date of 11-16-07. It was actually in August that I moved my number to AT&T. I tried to discontinue services, but customer service did not cooperate.

I received a head injury in an accident 36 years ago that rendered me paralyzed on the left side. Despite that I worked as a teacher for 23 years. I had to retire due to the stresses of life and the emotional struggles of living with a severe head injury. I entered the contract with Vonage with good intentions and in good faith. The service was horrible. I called them at least once a week to resolve service issues such as dropped calls. I only attempted to resolve the issue of double charging. The customer service reps caused undue frustration by playing games or reading repeatedly from a script rather than giving me the respect of at least putting forth an effort to help resolve the issues and thereby easing my stress. Although I worked 23 years. I had to quit for periods of time, to get myself together physically and emotionally. In doing so I used most of my retirement trying to stay in the work force. I am now on social security with a small retirement check. I take pride in paying my bills. Vonage has caused me undue emotional distress. The major source of stress is the fact that they keep taking money from me. Because of my struggle living with a disability, this situation makes me feel like a victim of prey. When will it end?

Monica of Bothell WA (03/05/08)
Please stay away from Vonage. I have tried their poor quality service and cancelled within the 60day trial period. But still charged me over $200 in fees, cancellation fees, sign up fees, and taxes. I am still unable to get my money back and still working with my credit company. They are not worth saving couple of dollars a month over other customer service oriented companies.

They have charged me over $200 on my credit card and wasted hour of my time and energy.

Candice of Staunton VA (03/05/08)
I recently signed up with Vonage and disconnected within the week due to poor customer service. When I signed up, I was assured three things: 1) my number would be local, 2) all five phone jacks would have service and 3) if I wasn't satisfied all of my money would refunded. NONE of these were true! My number was not local, only one phone could be hooked up, and I have to pay to ship the device back to Vonage. They told me lies to get me signed up and now I have over $100 of my money tied up with them for at least another two weeks. I am extremely disappointed with their customer service, and they were not willing to offer any resolution.

I have over $100 of my money tied up and don't expect a refund anytime soon according to them. They have to inspect a package I never even opened.

Daniel of Sandwich IL (03/03/08)
We have had Vonage Service since January 6, 2008. Since then it has not worked; when we have someone on the line they cannot hear us due to static and cutting in and out. We have dealt with Vonage Technical department and got nowhere with them. We called today to cancel the service. After waiting on hold for 15 minutes we finally got a hold of someone named Veronica. We told her we wanted her to cancel our service. She kept telling us she couldn't understand us, and we explained that is why we want to cancel your service due to the same complaint. She tried to talk fast and tried to transfer us to technical department saying they can fix it, they are the best. My husband had to be a little forceful on the line and tell her no, cancel the service. Finally after 10 minutes of getting her to finally process our request, she told us they would charge our credit card with a fee again, then once we returned the modem they would credit us double the fee. We told her that didn't make any sense: cancel our service and don't charge our credit card. After 20 minutes on the phone with her telling us she won't do anything until we approve the charge, my husband told her again you do not have my authorization to charge the card. She became testy and told us since we were canceling our unlimited calling package it now turned into minutes, and we went over by talking to her, so now we lost our refund.

By now we are getting fired up; we explained to her that they cannot change an unlimited plan to minutes by just cancelling their service--that that was illegal. While on the phone she illegally charged our credit card without our permission to cancel. We asked for her supervisor; she stated she was the supervisor. I don't know about you all, but when I worked for a call center our managers did not answer the phone on the first call. I knew she was not the supervisor. My husband asked her for someone above her, and she said there was no one. Then we asked her for the corporate number; she refused and told us to look it up online. Immediately I filed a complaint with the Better Business Bureau. Now I have to contact my bank to have them put a stop without them charging me $30 to stop payment. Please, if you are thinking of going to Vonage--dont! They are a huge SCAM!

Bhavesh of Glendale Heights IL (03/03/08)
I became a Vonage customer back in October 2007. I had some issues with the incoming calls and out going calls. The service got really bad in January of 2008. I called the Vonage Technical Support (CASE 17798217) about the dropped calls and problems with incoming and outgoing calls. The technician did the research and explained to me that there was an issue with the VOIP device, and I should get a new device. She asked me to buy the device from Best Buy and Vonage will credit me for the device that I purchase from Best Buy. I got a new device from Best Buy and paid $53.78.

In February I happened to look at my bill, and there was no credit posted as I was promised. I called the customer service and spoke to Prites, Agent #27494, and explained to him about the credit. The agent told me that there was no note in my account regarding the credit, and there was nothing he could do. I canceled my service with Vonage and paid $39.99 for early termination and $49.99 for the device that never worked.

Stephanie of Saint Joseph MO (02/27/08)
When I first contacted Vonage to open an account, the company representative that I spoke with wrongly informed me that I would be able to keep my phone number when I called to sign up. I did not get to keep my number; furthermore, the number that I was given was a long distance number for anyone in my area to call. I could make calls without additional fees, but anyone who would have been calling me would have been paying long distance fees to do so.

When I called to complain about this, I was talked out of canceling the service. The representative that I spoke with told me that we could work this out, and I would be able to get a local phone number. I called again at a later date and was told the same thing. Vonage claims that the first time I contacted them was November 16, 2007, which is untrue. Finally on November 16, 2007, I was fed up with the run around I had gotten and called to cancel my service. At this time I was told that I would have to pay additional fees (a rebate recovery fee, and a cancellation fee, these were around $300.00) if I canceled my service.

I was very angry about this, and I asked to speak to a manager. This person told me that there was nothing I could do to avoid these fees because it was after the 60-day trial period. They also told me that I had used 583 minutes, which is 83 more than they allow for the trial period. This was the first that I had heard about there was a limit on how many minutes you could use during your trial period. I used many if not all of the 83 minutes of call time to dispute our service by calling Vonage directly. We have been charged roughly $32.00 per month through our checking account since November. I have not used one minute of call time through Vonage since November 17, 2008. I am sure that the latter calls that were made were to Vonage to dispute the service fees.

I am being told to pay $300.00 in fees along with the $32.00 per month since November for a service that I do not want to and have not been using.

Malissa of Belgrade MO (02/25/08)
I keep trying to cancel service since September and they will not do it. I keep getting charged on my debit card.

I'm on disability, I cannot keep this going off my card every month.

Musaddique of Scottsdale AZ (02/23/08)
Vonage sent me a faulty adapter the first time. I had them replace it with a working adapter. Now they want me to pay for the shipping charges to ship back the faulty one.

I will have to pay for the S & H charges for no mistake of mine.

Frank of Jupiter FL (02/22/08)
I have tried numerous times, unsuccessfully, to cancel my service with Vonage. I've attempted to call them on 3 separate occasions,and every time Vonage puts me on hold for over an hour. Last time after I got ahold of a representative, they hung up on me before confirming my cancellation. I have emailed them on numerous occasions to cancel my service and have sent them a certified letter to cancel my service and to not charge my credit card. Vonage refuses to acknowledge my cancellation request and continues to fraudulently charge my credit card. I have asked them to not contact me, and they continue to harass me. I would like Vonage to leave me alone.

They illegally are charging my account which could result in overdraft fees. I have to contact my credit card company to dispute the charges. This has also caused me a lot of emotional stress.

Leslie of Middletown CT (02/20/08)
I tried to cancel the Vonage service back in Nov, 07 but they denied ever receiving my call, they never recorded it. I also never received a $50.00 rebate I was suppose to receive. My credit card had expired in 10/7, because it had expired they were not able to charge my credit card, but after several attempts of charging my credit card they got the correct expiration date with to illegally charging my credit card. Was passed onto there fraud dept and received a email said no fraud was committed and yet was told 8 attempts were made to charge my credit card. Called back and was told be refunded after I made a song and dance and then had to call another dept to get it canceled, they wanted to charge me a termination fee. Trying to have me buy some high speed connection service and asking who I have, etc. and told them I just want to cancel the service.  Although I told them to cancel it, I do not feel they have, just giving me the runaround to try and charge me more money.

Makes me mad that they can try and illegally bill credit card, they deny it which I know is a lie. I get the runaround with their stupid games. I won't ever use their service ever again, never used it anyway and yet they want to bill me even to cancel it.

Stephanie of Belgrade MT (02/12/08)
Poor Voice quality, faxes won't go through because of poor line conditions, disconnect fee of $93 and change. Worst experience I have ever had as a seasoned consumer. Devices interfere with each other...routers, isp's, cordless phones, wireless internet...you name it. Must be at least 4 feet from each other, I should have known better.

I'm out $100 bucks for absolutely the worst product ever advertised.

J of Lanc PA (02/12/08)
My husband called to cancel service during the last week of January. We were charged for services for Feb through March. When my husband called back he was told that we could not be refunded the $30.00 until we paid the disconnect fee. We told them we did not have the money right now and we would call back. They took the $39.99 disconnect fee anyway. Due to the payment of the fee I called today and was told that they were refusing to credit the $30.00 fee for the February charges even though they admitted that there had been no activity on my account since January 29. I  asked to speak to the supervisor who told her she refuses to talk to me and to file a complaint for a refund online.

Curtiss of Oxford MI (02/12/08)
I was a customer of Voange for 3 years and 3 months when I decided to move my number over to another provider to take advantage of a package deal for cable internet and phone. I sent the port request to Vonage 13 days before the scheduled switch over as detailed in their webpage. On Feb1st after my new service was installed and working, I called the Vonage helpdesk and requested a turnoff of my service. After being transfered to their disconnect desk I spent the next 20 minutes trying to get the person helping me to quit reading from her script, and just cancel my service. Every time she would respond with I will be glad to help you with your disconnect, If we were to offer you 2 free months would that make you re-consider?. She even went so far as to say, I will leave you active for a week in case you re-consider, just call back if you still want to cancel. After telling her that was not what I wanted, she said she would cancel and I should see it take effect in 3 business days.

On February 8th I called back to inquire why my on-line account still showed me being active and was told they showed no record of my previous call when I asked to be disconnected. I was told that their system was down for maintenance and to call back in a few hours (their help desk is only avail for disconnects Monday through Friday until 8 pm et). Called back on Monday the 11th and again was given the hard sell on staying took another 20 minutes of listening to some telemarketer read from a script about the advantages of staying. Finally got them to disconnect my service after 30 some minutes on the line with them

Annoyance and displeasure. it should not be this hard to cancel a service that you have had in place for 39 months (long past the contract deadline). Making it that hard to cancel is not an accident it is a defined business model. Only sign up with Vonage if you want to be a customer for life.

Frankie of Mobile AL (02/09/08)
The first person that I spoke with at vonage was a girl by the name of Jasmine. She promised me that for $9.95 I could get my vonage service with the phone adapter and that she would send someone to my home to hook up my equipment and would also set up my wireless internet. I would not be charged for anything else. She did not tell me that I would have to have a stand along DSL service with another phone service and that I would also have to pay them a monthly fee in order to use my computer online.

I am a widow and live on a fixed income and vonage sounded like a big saving on my phone and internet service. As soon as I discovered this I called back to cancel my service. I talked to another person and was on the phone for at least an hour trying to get them to cancel out my service, this was about an hour after I signed up. This time I spoke to a man who tried to talk me into keeping the service. He would not take No for an answer. I finally told him not to send me anything, no phone adapter or anything else and to please cancel my account but he told me that my order had already been processed for shipping and could not be canceled. I repeated myself once again and just hung up. This all took place on Jan. 30, 08 and now on Feb.8, 08 I am still trying to get this resolved. I received the phone adapter on the 2nd of Feb. I called to get an address in order to send the package back and was told that I would have to have a voucher number and that I would receive it in my e-mail. I Called today Feb. 9th, Sat. and ask about the voucher that I never received and was given an address and voucher number over the phone. I just found out today when I was checking my bank account online that vonage took $39.99 out of my account without my authorization. I called to ask why this was done and was told that it was a cancellation fee. I was not told that I would be charged a cancellation fee when I signed up to try vonage. Because of this I will have bounced checks. This is not right and someone needs to stop this from happening to others.

This has caused a financial hardship on me. I will have insufficient funds to cover these checks. Mental and emotional stress while trying to get this resolved.

Tom of Pittsburg TX (02/07/08)
Vonage sold me their telephone service after assuring me that it would work with my internet provider HughesNet. My landline phone service, provided by Sage was disconnected, at the request of Vonage two (2) days before the Vonage equipment, provided for their service, arrived at my home. After two (2) days of attempting to make their service work, through frequent and long telephone calls, A Vonage technician stated the Vonage system will not interface with HughesNet. The service should not have been sold to you. I immediately asked Sage to reinstate my land line service. Service was returned 10 days later. For a period of 13 days my only phone service available to me was my cell phone. This resulted in overage minutes. I filed a complaint with Vonage and asked for the following compensation upon my return of their equipment. 1) Monies paid to Vonage $90.25 2)Shipping - equipment return $11.10 3) Cell phone coverage $436.50 Vonage will compensate me $57.94! I have the documentation for all of the above.

Chuck of Oakland MS (02/07/08)
They took my money and did not provide me service

David of Lawrenceville GA (02/03/08)
I wanted to to drop vonage after one week of bad and incomplete service. Yet they wanted to charge me for months and charge me a 90 disconnect fee.

Many fruitless hours and 3 way phon calls with my new carrier nothing was resolved yet now I am getting automated phone calls (which are illegal in georgia)

Cshepard of Fullerton CA (02/02/08)
My Vonage Account is one year old on Feb. 21, 2008. Yesterday, after 20 minutes of telling the Customer non-Service rep to cancel my account, he told me I had to pay a $39.99 cancellation fee? Why should I have to pay a cancellation fee? When I tried to cancel my account 5 months ago I was told I would have to pay the balance of the year (~$150) to cancel. Now that my term is up, I'm supposed to pay a cancellation fee to cancel a service that is one of the worst I've ever had to deal with?

When the Customer non-Service rep asked me why I was cancelling I told him because the Customer Service SU**S - he must have asked me 3 more times why I was cancelling. I told him I wasn't answering anymore questions - JUST CANCEL MY ACCOUNT! This went on for 20 minutes. Finally, he said it would cost me $39.99 to cancel. I told him I would NOT pay it. He told me he wouldn't cancel my account until I did.

David of Fenton MI (02/02/08)
The callers voice at the other end of my phone drops out after a short period of time and I have to power down my router to get my phone servive working properly. This has been going on sense November. I have spent countless hours on my cell phone with Vonage. After buying a new router, at their request, my phone still drops out.

Mark of Van Nuys CA (01/29/08)
This has been an nightmare. I switched phone service from AT&T to Vonage. Their ads promise great deals, so I figured why not? Well, once the service switched over, I had no phone OR internet service. I contacted them and they told me that for the service to work, you had to have existing internet service. I had this with AT&T. What they don't make clear is that you still have to keep your old service in order for them to feed you a signal through the internet. I contacted them again and asked to be switched back. They said it would take a couple of weeks.

I have not had phone or internet service since this happened (about a week ago). This has crippled my work, since I do most of my business over the phone and internet. The only way I've been able to get on the internet is to find places that have WIFI signals or try to use friends' computers when they're not using them. I can't tell you what an inconvenience this has been. What I can't understand is why it took them two days to switch the service from AT&T to Vonage, but it takes them two weeks to switch back.

Ann of Port Charlotte FL (01/29/08)
After my husband passed away in Oct. 07, I was attempting to save dollars to help my income and received the Vonage offer in the mail saying I could have local and long distance calls unlimited for $24.99 mo. I thought it sounded good and they had a free month offer too, so I applied and they connected me, sent me their Vonage router and when I got connected, I discovered that only one phone in my house was connected. They told me I had to have a tech. come to the house to connect my other phones and made an appt. to do so. Unfortunately I missed the appt. and they said ok they would send the tech the next day which they did. He was here about two hrs, and discovered he did not have a piece of equip. he needed and went to the store to get it. He was unable to get it that night and had to make another visit the next day to correct the issue.

Then I started having dead air incidents almost from the first day, right in the middle of a call I would lose the caller and we could not hear each other. Thus I started complaining about this and every time I called them, which was over 30 times, they were sure they had corrected the problems and in fact, THEY HAD NOT. Then I started getting phone calls to a Modular Maddness business, and come to find out that Vonage had used their phone no. as a 'Virtual' number to get my service started and from then on I keep getting phone calls to them from their customers. When I complained about this, Vonage kept saying they had it fixed, and they HAD NOT!

Finally after three months and phone calls every day, I decided enough, I reinstated coverage by Embarq, and called Vonage to cancel. They told me they could fix it, just stay on for another month, another two months and they would have their grade 3 tech fix it. I told them if after all this time they did not have their grade 3 tech working on the problems then that was another mark against them. Then they tried to blame my internet provider Comcast, and on and on. I asked how they wanted me to get their router back to them, they said don't bother, it would be paid for by the charge they had a right to make to me for canceling of $99.00. I am putting a stop payment on this on my credit card. I am a widow now and can not afford this type of charge for something I never had gotten running properly in the first place, please help.

Hollie of Ormond Beach FL (01/27/08)
Same story as all the other complaints. Horrible phone service we could not make or receive calls for awhile. I am trying to cancel and wait forever. When I finally get through they tell me that Department is closed and when I call back another day they ask me for the magic password which worked the night before - they then tell me its not correct and that it will be emailed and it never does. I call back for another separate excuse after holding 15-25 minutes. I dont have time for this.

Gabriela of Centreville VA (01/25/08)
I called Vonage to cancel my service. I spoke on Jan 25, 6pm with Rachel to cancel it. She tried to convince me to stay with Vonage and she transfered me to technical support. I got disconnected again during this conversation. In few minutes I received an e-mail saying that I accepted one year contract with Vonage. I called back and I spoke with Jane at 7:30 pm. She hung-up on me after I told her that I want to cancel Vonage.

I keep calling Vonage to cancel their service but I am not able to. Also my connection is going to be bad for one year. I have to wait one year so the contract will end and will not have to pay a penalty. Many times I do not have dial tone, many times I got disconnected during my conversation. Now I have been waiting over 30 min.

Lisa of Middleburg PA (01/25/08)
On Jan. 16, 2008 I called to purchase Vonage. It's a 60 Day money back guarantee. I paid $10.55 using my checkcard to start up services. When my equipment arrived, we hooked it up to find out that it's not compatible with my satellite internet system. So I called the installation number for Vonage and the guy told me that Vonage would not work with Hughesnet service. He said send the package back and call another number to cancel. So I called UPS to pick up the package. When I called the other number to cancel she said I was supposed to send a voucher along back with the box. I said he didn't say I have to have a voucher. Then she proceeds to tell me there is a $39.99 cancellation fee that I would get back after they got their box back. I said, "You are not getting another $40 when you already took $10.55 and we can't use it." It took 2 days for us to receive the package but they said it would take 2 weeks to return it.

I went and canceled my bank card. I told the bank what happened and they gladly issued me a new card.

Robert of Forked River NJ (01/25/08)
Vonage may be the worst telephone company ever created. If you call to sign up for service they answer on the first few rings. If you call to cancel service you are placed on hold for an estimated 20 minutes and then hung up/disconnected in an attempt to keep you as a customer. In any event, my mother died last December. I called Vonage to cancel service and was told that they would not do that without the death certificate. I explained that it was me who had been paying the bills all along and that I needed to cancel the service as I did not want my charge card billed any longer. They refused to do so.

I finally got the Death Certificate and called back again to fax it to them to end this nightmare. They gave me a fax number which was not a fax number but a dead mailbox in which it asked that I leave a message. I continuously called back trying to fax the document. Each time I was placed on hold for over 20 minutes and told that this was the only fax number they had. They even verified that it did not work but offered no other suggestion. They refused to put the supervisor on the phone with me. Finally I called back and pretended that I was a new customer signing up. They picked up on the first ring and were as nice as could be. It was a direct contrast from trying to cancel my service. Something wasn't right and when I asked a supervisor to assist me in canceling my mother's service he told me he was only involved in sales. Nonetheless, he was as nice as can be which is the exact opposite of the Vonage customer service department. When I complimented him on his compassion he openly admitted that he did not work for Vonage as they outsource their sales department to his group. He tried everything humanly possible to assist me with canceling my service but ran into the same roadblocks that I had. In my opinion, the bottom line is if you sign up for Vonage not only are you married to them for life but for all eternity after you are dead.

As a result of Vonage continuing to bill me for a dead phone line that is never used, I have suffered unnecessary expense and pain and suffering without compassion for the situation.

Vedamark65 of Huntsville AL (01/25/08)
Fax line does not work properly & has not worked well in 2 years. I've been a customer since 2005. Tech support wait time is 45 minutes to an hour & you are put through the same routine of turning on & off the power, & they say they are resetting the settings. It works for a couple of days & goes right back to not working. Now I cannot make outgoing calls but VONAGE continues to charge my credit card for awful service. I have even been on hold for 1 1/2 hours with no results but I'm told that a ticket has been created to resolve the matter. Then I have to wait 3 to 5 days for the matter to be corrected. They will sometimes tell me that they are upgrading their software & that is the cause of the problem

They have continued to bill me for service that does not work properly even after 2 years of calling about the same problem. They will try to blame it on your fax machine but once it's hooked up to my landline, the faxes go through with no problem. something should be done about this.

Rose of Cape Girardeau MO (01/25/08)
I contacted vonage to inquire about services and the guy on the telephone said he would need a credit card number to ensure I would get the best deal. I gave it to him so that he could proceed with the nature of the call and at the end of the conversation I ask him to cancel everything and please do not charge my credit card. He assured me that I wouldn't be charged. Then, months later, I get hit with 4 overdraft fees totaling $104.00 as a result of my card being charged for $31.66. I contacted vonage on 1-24-08 to try and get a refund in the amount of $167.32 (the amount of 2 months service and overdraft fees). By the way, I never used their equipment, it was sent back and the person the telephone tonight confirmed that. 

I am losing sleep over this and my blood pressure is extremely high and I felt a slight sensation in my chest at the thought of someone stealing from me. It has cost me a great deal of anxiety and not to mention $104.00 in overdraft fees.

Ronald of Chicago IL (01/21/08)
I had opened an account with vonage in December of 07. I was thrilled that they would offer 4 phone lines with unlimited usage for only $100.00 a month for a business account. The sales rep had told me that it was a FCC regulation that I had to sign up my 4 lines on 2 seperate accounts. He also made no mention that there were any temp. cancellation fees. I was so happy that my phone lines wouldn't be a large expense for my business.

I was only in business for 40 days due to some conflicts of interest with my partners. I now needed to cancel my accounts and I was hoping that I could recoup some of the 60 day money back guarantee. On the 21st of Jan, I called vonage to cancel and they kept me on hold for 30 minutes. That alone lead me to believe that was a tactic to just make me hang up and some how forget about that fact that I had intended to cancel. I stayed strong and kept my cell phone on speaker mode. I finally was connected with an account manager and this lady was trying to sell me on the idea for 30 more minutes that there is so much value to keeping my 4 lines even after I have no more reason to keep them at all. After I had been more than courteous and listened to her futile attempt at building value, I had finally made it very clear that my only intention is to cancel my phone lines. She then told me about the temp. cancellation fee of $39.00. At that point I had realized that she is going to charge me twice because orginally the sales rep had to follow fcc regulations and sign me up for 2 seperate accounts. I'm very dissapointed in many different respects and I personally will never use vonage again as a carrier and I will go out of my way to give them a negative reference.

Debbie of Hinckley OH (01/21/08)
I have had vonage phone service installed with 2 lines, 1 for phone and 1 for fax. It took about 2-3 months to get the phone service corrected to where we could use it but it never worked very good, and a lot of the time, not at all. The 2nd line we hoped to use as a fax line and tried to, it did work about 10% of the time mostly giving blank pages if at all. I contacted vonage many times and worked with them to reset settings and it would work for a couple of days and we would go through that again. The last 4 months they wouldn't even respond. So basically we got all our faxes sent to a friends and we would drive to there place to retrieve them although we could send most of the time. Although they would talk to us about our problems, they couldn't seem to fix their system. The people are nice and we complimented them for that, but their service leaves you down .

Loss of work due to lost calls and mostly faxes. It's hard to put a value on what doesn't happen and I would say in the thousands. Knowing that complaining doesn't help me it may help others that could make the same mistake of using vonage. We have been trying to get reimbursed for the amount we paid for the fax line however we have gotten nowhere with that. We have built our reputation around fast and expedient service to our clients, well, when can't get a fax through they are very frustrated and wonder what kind of company can't receive a fax. Thank you

Brenda of Kitts Hill OH (01/17/08)
I have been trying to cancel my mothers VONAGE service since July 2007. The account is in my name because my mother didn't have a check card or checking account so I allowed her to use mine. Everytime I call I get the same sales pitch trying to keep me as a customer offering me all the so called special deals! I don't know how many times I have told them that due the death of my step-father my mother now lives with my brother and that we all live in a rural area that doesn't offer VONAGE. It is so frustrating! I thought it was taken care of until I put some money in my account just to use as a savings and boom...they hit me again!

I closed my debit card account and called VONAGE again to cancel. After another sales pitch and me screaming at the girl that all I wanted is to CLOSE this account she said she cancelled it and gave me a conf #. HOWEVER, I have a balance due of $39.99 :0) I refused to give them any other account #'s so she told me to buy a pre paid debit card to cover the cancellation fee WHATEVER?. I told her to do what she had to do just cancel it. I've contacted my bank and stopped payment again. Geez I really hope this is the END!

Mari of Spring TX (01/17/08)
I signed up with Vonage on Dec 12, received an e-mail from them the same or next day saying they cannot transfer my phone number because my internet is part of the same line. Since it was going to cost me more to have an internet line from AT&T and Vonage phone service, I called and cancelled Vonage on Dec 13th. I was told I cannot cancel until the account has gone through in their system and that I would have to call back. I told the rep I did NOT want to receive the router but once again was told Vonage cannot stop the order once it's placed.

The rep told me to either A) refuse the package when UPS delivers it or B) send it back to the address on the box. I wanted to have a tracking number so I opted to go with option B. Vonage received the package on Dec 18 but after multiple phone calls and several minutes on hold they have refused to give me a refund. They try to sell their service, even shop for cheaper internet service for me but ALL I WANT IS A REFUND! I don't understand why I can't get a refund when I've held up my end of the bargain and have followed their instructions exactly? Their excuse is that the router wasn't returned to the correct address in NJ so until they have it at the NJ office, they will not refund my money. When my husband called today to check on the situation again, they were first pushing their free trial of however many months and when he refused they said they'll have to charge a cancellation fee of $42! Every time I call, not only am I on hold forever but the reps are so busy pushing Vonage they don't listen to you at all. I will never sign up with Vonage, even if they are the last phone service provider in the solar system!

Increased stress level. We've been charged about $85.00 so far plus $8.00 for UPS'ing the thing back. Not a whole lot for some people but we are in a pinch and need every penny.

J.l. of Crandall TX (01/14/08)
Their service needs help. I spent 2 days trying to cancel with lots of phone time. It put a bad taste in my mouth about VONAGE. They told me to pay a $39.99 fee first and then they would give me a 100% refund. That's when I said goodbye. I have returned their shipment unopened.

Amber of Lithia Springs GA (01/14/08)
Cancelling Vonage? Yeah Right! Weve been trying to cancel for four months now! We were very nice about it. Following all their rules and procedures to cancel too. They won't let us! They give us pathetic excuses such as, Call back later, What was your name again? *click* . Yes, They have hung up on us multiple times. (We call every week). They have called us different names after we verified our account and requested we wanted to cancel, Guess what? They keep billing us! I bet it is going to go on the credit report too!

Peter of South Lake Tahoe CA (01/08/08)
I have had the service for a little more than a week. Suddenly today, while I have a dialtone, I am totally unable to place a call (a busy signal occurs once the number is dialed)---even 911! We had a small emergency here, and have been unable to even dial 911. I have called Vonage help line via my cell, and have been on hold for over 25 minutes! This is totally innexcusable!

Two dogs were stranded on the ice over water in back of our home. I tried 911 and couldn't call out. I had to go to neighbor's house. I am also unable to place business calls and get NO ASSISTANCE FROM VONAGE, NO CONTACT.

Daniel of Far Rockaway NY (01/07/08)
I ordered vonage phone service on December 27th, 2007, and my phone line was disconnected a few days after. I've made several attempts to cancel my service and was told that I have to wait until the holidays were over, call back, and the account is pending therefore it's nothing that I could do. I told them whatever they have to ship out to me whether it's an adapter or whatever, put a stop on it, but that didn't work. I was fortunate enough to have a bank that granted me my money back. But I have no phone service in my house. And on top of that, I have a baby that's two years old that resides with me.

Results of using Vonage: Loss of making calls, stress of being on hold with the company for over 30 mins at a time (when I call on a payphone), ultimately NO phone connection.

Robert of Raleigh NC (01/05/08)
Believe everything you are reading here! Vonage is rotten to the core. I signed up when a friend referred me. We were both supposed to get $50 American Express gift cards. I called to follow up in 2 months, and the representative told me the cards would be sent in 4-6 weeks. Six weeks later I called, and the representative said there was no information on this promotion on my account, so I would not be receiving it. It was difficult to understand her, but it seemed as though she was blaming this on Am Ex. I asked to speak with a supervisor, and the representative refused; so I hung up and called back. I told the whole story again, and was told the same thing.This time, I was put on hold to speak with a supervisor for 30 minutes, so I just hung up.

I called back to cancel the service. I got the hard sell to keep the service, and that rep credited me for 2 months service. In the meantime, I lost the credit card I used to sign up and had to have it replaced. So the credit card number they have on file does not work. I figured this was the perfect opportunity to just cancel the service with no hassles or the shady billing I've read about. So I emailed the company and asked to have service canceled. Of course, they want to give you the hard sell, so they must speak with you to verify the identity of the account holder. Funny, I never spoke with anyone to verify my identity when I signed up. Since they are unable to draft my account, I hope to have the last laugh. I have records to show I contacted them to cancel if issues come up on my credit report.

Larry of New London NH (01/04/08)
I moved, did not need Vonage, notified them of cancellation. Almost four months later they charged my checking acct that I barely use, two charges: $93.67 and $9.99. This resulted in two overdraft charges of $54.00. I found out and called them. They said I confirmed payment on Dec. 7. I said, "Oh really, what number did you call?" They gave me a number I shut off in October.

Then I finally got to speak to a manager; she said, "We sent you e-mails." I said, "Oh really"; she gave me an e-mail address I also cancelled in October. She made no comment on the returned e-mails, nor about the inactivity of my Vonage account. She said she would refund me when I send the modem back. I noticed I need to put it in a Vonage box from a previous complaint on here, or I'll be charged 80 bucks for a box.

Regina of Los Angeles CA (01/04/08)
I had signed up with Vonage for phone service for my new residents. I was given wrong information by the person that sign me up. After finding out that I was given the wrong information within my trail, I canceled my service. Even after sending in Vonage's device and canceling my service November 30, 2007, Vonage was still taking from my card. When I called Vonage about this matter, they explained that only one of my accounts was closed and that they could given me two months free if I stayed with them. I explained that due to error at Vonage BOTH accounts that were open together should have been closed at my request, at the same time.

Then Vonage said that they would have to charge me a cancelation fee again. They also would not refund the monies that were charged to my account. This is wrong. First, I never used Vonage services nor their phone devices, in fact I never opened the box. I canceled my service and was sent an email that my monies were to be refunded to me on Dec. 12, 2007, and NO monies have been refunded at all. Vonage is robbing me.

As a result from this matter, Vonage is taking money from me that is not authorized.

Simone of Erath LA (01/03/08)
I started Vonage around April 2007, the charges were suppose to be $49.99 per month. Charges were, however, approx. $69 per month. In October 2007, I called Vonage to cancel service due to never being in office. When requesting the cancellation the rep offered me a $19.99 deal, I said okay. The next month my charge was $32. I called Dec 3, 2007 to cancel, and explained that I was misled, they were suppose to have cancelled my account. It is now January 2008, and I am still being charged. I called to request cancellation and told them they needed to credit my account for money that they mistakenly charged me, after being on hold and told to call another number a total of about three hours (just this time), they have to charge me to cancel and cannot refund me. I have to write to dispute. I have to pay them $39 to cancel when they have $62 of my money, it is a Principle! As I told them, if it was AT&T all would be done, voila.

Randi of Westminster CO (01/03/08)
Vonage will not cancel their service. They continue to charge the monthly fee. When you call to cancel, calls take at least 30 minutes and they just try to help by selling you more services.

I'm losing $20 per month.

Nonya of New Brighton PA (01/02/08)
I joined Vonage in July 2007. When I spoke with the agent I had her on 3-way with a close friend of mine. I asked the agent if iI was bound by any contracts and if my amount each month would change. The agent said no to both questions. I asked her if I would get a statement each month to let me know what I was being charge, the agent told me yes, BUT what she failed to mention was that it would be emailed to me TWO days after they automatically remove it from my account. And I did NOT give them permission to auto withdraw from my account. She told me I would be billed 10 days before payment was due. Also she told me that the amount would be $29.98 dollars a month. I was happy to hear the amount I was paying for the phone I currently had at that time. I asked her if I would be charged for ANY calls and she told me no. So I told her sign me up and that was that.

4 days later I got the equipment and right off the bat I had many problems, too many to mention. I called their Tech support. I had more problems with getting someone who could understand me than I had with the equipment. I had to figure everything out on my own. Well, August came around and I got my bank statement and it told me that Vonage withdrew $54.00 from my account! I was ticked. I called the billing department of Vonage and they told me that I ran over my minutes! What minutes? I have unlimited! Isn't that was Vonage advertises? The agent continued to tell me I was calling out of the Unlimited area. I called someone that lives 2 miles from me! In the same County, state, and Country as me! So I hung up from her and called back to hope that I got someone more helpful. This one told me that i called Japan for 9 hours. But she couldn't explain why there was no number on the call list to prove what she was saying. So I yet again hung up. I called back two days later. This time I got someone who spoke English! She told me that I could not cancel my phone service unless I let them charge my account $464.89. I said no thank you. The next day I went to the bank and they told me that they have had multiple complaints about Vonage and that the only way to stop them charging the account was to close it. So that is what I did. It cause much inconvience BUT at least now Vonage is not getting money they didn't deserve. I went with Comcast and I'm happy with the price as well as the service. I STRONGLY recommend to avoid Vonage at all costs. If you need a phone, buy a prepaid. DO NOT GO WITH VONAGE!

Alfred of New Orleans LA (12/30/07)
Tried to set up account with Vonage but did not have internet in my area, so I couldn't. Gave my credit card info to Vonage, and they started taking money from my account even though service was never set up. They will not take any calls to fix the problem. If you say you want to cancel, they put you on hold forever. Have tried 10 times to get them.

They have taken more than $700 from my account for no service.

Stephen of Cumming GA (12/27/07)
It took 10 hours of frustrating phone calls to disconnect from Vonage. Do not give them your credit card or bank account number because they continued to charge me even though I called in to disconnect service. I have not used 1 minute of their service and it cost me $137.88.

Karen of Orlando FL (12/24/07)
I signed up for Vonage phone and internet service in July, 2007. I gave them credit card deposit but found out internet was not available in my area. I called them back within 10 minutes to cancel and was told to call back next day, that their systems were down. I called next day and was on hold 5 total hours without resolution. I've made 8 attempts to close an account that I never used, and they won't do it. I've been billed 5 times at $31.55 for service I do not have. No one at Vonage--even at a supervisor level--can close it.

They give many excuses such as I need password, email, phone number, account #--and I have this; and they still claim that this is not enough information to close it. They constantly put you on hold for hours at a time until you just hang up. It is now Dec. 2007 and has been going on for seven months. They bill my credit card every month, and that is accruing interest for something that I don't have.

Gladys of West Palm Beach FL (12/20/07)
On 8/15 I ordered Vonage service and on 8/16 I received the equipment. On 8/17 there was an installation failure so I called Vonage to cancel the service. On 11/15 Vonage did an automatic transfer from my bank for $33.49, I called to determine the purpose. I was informed that I agreed to extend the service for one month and that I would call by 10/3 to cancel. I do not recall any such conversation and I would have not have agreed to this, if I had I would have attempted to resolve the installation problem. They said I could cancel and I responded that I could not because I already did on 8/17. So they need to correct their cancellation date. I thought it was resolved.

Then on 12/15 Vonage did another auto transfer for $31.93. I called and spoke with a rep who could not speak to a manager until Monday. I missed her call and have been calling ever since. You must go through the same speil over and over and get nowhere. However, a few minutes ago on 12/20/07 at 5:30PM, I spoke to a rep who observed all of the attempts I made. She asked that I return the equipment and that she would note my account that once received that I would be refunded or credited the amount.

Patrick of Jenks OK (12/19/07)
I tried to cancel my service. I was given the runaround and was told by 3 CSR, 3 different times that my service would be disconnected. Today, I had to call a 4th time after I found another Credit card charge for service after being promised the last 3 times that the service was diconnected and that I would receive a credit, which I never did. This time I hope it works. I asked whom to complain to and they would not give me that information. Something needs to be done. I wasted 5-8 hours total trying to get my service disconnected.

Sheila of Birmingham AL (12/16/07)
I had switched my landline service to save money with Vonage. I had the service less than two weeks and now the phone is not operational. It says my number is disconnected. The service interruption started on 12/14/07 at 6pm cst. Today is 12/16/07 10:30 pm and still no service. It says on the website that service should be corrected by 24-48 hours, My interruption has been over 48 hours.

I have a 4 month old and no phone service. I am looking to join a class action suit or create my own. Vonage has stressed me out, if I needed to call for an emergency, I can not use my phone. I am in the process of switching providers but the phone is disconnected when I tried to switch to MCI and AT&T.

Ann of Madera CA (12/16/07)
I applied for Vonage using my current phone number and I was promised that I would only be out of the $9.95 and my equipment cost if I didn't like the service. I told them that the sbc (major phone company) was my phone and internet carrier. I was told that wouldn't be a problem. They told me that I needed DSL to use the Vonage service. The minute the phone service was transferred my phone and internet service was disconnected. I didn't have a phone or dsl for the entire month of November 2006. I could never connect with them when I needed to disconnect their services. I had an echo and you could barely hear the other person. I requested to have the service disconnected repeatedly but they wouldn't disconnect it until the entire 30 days was up. On the 31st they cut it off and charged me approximately $150.00 total. Everyone I spoke was very uninformed about the company or either very informed on how to stall people until the 30 days were up and they never kept records of any conversations.

I've lost $9.95 for hook up, $39.00 to disconnect, $82.00 apparently because I didn't return their equipment in the orange and white box. I do have receipts.

Andrew of Visalia CA (12/15/07)
I retained Vonage's services in November of 2005. In January I received a copy of December's bill. I was charged over $300.00 in phone calls to India. These calls started around midnight on the 25th and ended the night of the 26th. The calls were all one minute long, to the second, and exactly one minute apart, to the second. I complained to Vonage that I did not make these calls and for that matter no human could make such exacting phone calls for such a long period of time. They transferred me from department to department and refused to let me speak to a manager. I issued formal written complaints and they insisted that it did not matter if I made the phone calls or not. Because Vonage will only provide service if you give them a credit card and authorization to bill the card at will, they had my money and refused to give it back. What they did amounts to theft! I have retained all of the documents relating to the theft.

I was charged over $300.00 for phone calls to India.

M of Akron OH (12/15/07)
Vonage has really poor service. The sound quality is bad and the phone has problems on a weekly basis. I deceided to cancel\ service and have AT&T. I called Vonage to port my number back. Vonage will not allow the number to be ported.

Now I have to get a new phone muber and change all my business cards, stationary, notifications to all clients and contacts, internet postings, vendors and the like. I estimate redone all my contacts will take 16 hours and new stationary/cars will cost several hunded dollars.

Becky of Marengo IN (12/14/07)
Vonage lied from the beginning. They told me that after installing a piece of equipment in my outside phone junction box, all phone jacks would be compatible with Vonage. I questioned this, as the junction box belonged to Verizon, but they said it would be fine. I informed them that all of my dish network TVs were plugged into phone receptacles, and once again was assured no problem. Wrong. I didn't even unpack my equipment from Vonage because as soon as I played the DVD, which immediately crashed my computer, I could see that I could not use Verizon's phone boxes or my Dish network. I immediately notified them and they insisted on a bank withdrawal of $39.99 to discontinue my service. Not to mention the refund I was to receive if dissatisfied. So now I have to pay to send my vonage kit back and will be lucky to ever see any refunds.

Vidya of Los An Geles CA (12/14/07)
There was no dial tone on my Vonage telephone and it was impossible to connect to customer service for many hours. Finally, the automated response told me that no one was available to handle my complaint. The system is down, despite a functioning modem. Very bad service and response.

I lack telephone service and it is a serious inconvenience.

Levi of Bozeman MT (12/14/07)
We have had terrible service start to finish! We decided enough was enough and cancelled. Not only did we get charged a $40 cancellation fee, but we ended up being charged an additional $50 for our modem. The kicker was, however, that we paidd through the entire month, but the day we called to cancel, it shut off our phone immediately. I called to complain but the customer service was so awful that I just sat on hold for twenty minutes.

Kelly of Hampstead NC (12/12/07)
Deciding to call Vonage was the single worst decision I've made! I found out I couldn't use their service 2 hours after calling them. I called back and they said they couldn't cancel my account until they had the receiver they sent me. I sent it back and because their customer service people are trained to give false information, I was out a total of $208.00. Well, I DID NOT stop. I got the number to a corporate officer and told him I would sue if I didn't get my money back. He told me he would credit my account immediately. THEN, about 5 minutes later, my account was debited another $100.00.

This company is operating illegally and committing fraud. Something needs to be done. Luckily, I have an outstanding bank who has given me all of my money back. This company needs to be audited, investigated, or closed down! It's not ethically sound to do this to hard working people!

Natalie of Poughkeepsie NY (12/11/07)
Had poor line quality from day one. Could not use my fax machine from day one. Made numerous calls to vonage, had to use my cell phone so that they could try to remedy the problem with fax machine. After 4 calls and a large cell bill with a 130.00 overage for a 2 hour call to vonage.(they still cannot get fax to work. I finally switch over to time warner. They handle the cancellation of your existing phone company,as all phone companies do! Then i notice 2 weeks later that vonage is still deducting $ from my acct. I call. They tell me that i have to cancel phone service time warner can not. Fine, so i want to cancel! Well now i am over the 60 day cancellation time and will have to pay $99. fee for the FREE BOX AND A $40.00 FEE FOR CANCELLING!

Slobodan of Jamaica NC (12/10/07)
I received a flyer for 2 months free Vonage service and decided to give it a try. They billed me right away $49.89 sent the modem somwhere else. Later I found out they had only my credit card number right. I pointed that out and they told me it is my problem to track the package. I got cut from the previous service without having equipment send from Vonage. I had a death in the family at that time with no phone service.

The modem arrived and I started having service and in a month time I got billed on the card. I asked why and they said I have 1 month free service. How is that possible, I asked them, since I was lead to believe I had 2 months free. They were defensive and that did not go far. The phone line was very bad. People could not hear me, especially when leaving mesages for other people. They could not make sense out of them or act on it. Long distance was impossible. I decided to drop the service. Droping was not easy, that is all I can say. They charged me $44.97 for closing the account. It was still in the trial period but they have my account number and there is no power of stoping them from charging at will. I sent the equipment back on my own expence to prevent being charged another over $80 plus. I'm afraid they will still run my account like so many others and thinking of cancelling it which is another hassle.

2 months free trial ended up costing me $150 plus endless frustration, sleepless nights, 6 hours of my time with their representatives.

Nicola of Puyallup WA (12/05/07)
I have had a Vonage phone line since April 2007. In June 2007, I saw an advertisement from Vonage, stating to refer a friend and get 2 months free and a $50 Amex card for both people. I then refered a friend in Jun. Later in Jun I received 2 free months credited to my account but no Amex card. I questioned when I would receive this and the person I spoke to had no idea about this offer, but said she would get back to me. I never heard back. Since then, I have called and emailed Vonage over and over again. They always tell me that once refered, both my account and the referree account must be active for 30 days and then we will need to wait a further 4-6 weeks to get the card. This has never happened. I have raised over 5 ticket numbers for this to be dealt with. I am still waiting for my Amex card and it is almost 6 months. The person I refered is also in contact with them. She is being told to contact Amex in person and they will deal with it. Vonage has the worst Customer Care I have ever dealt with. They show no respect for their customers, and will never deal with the issue in full. They obviously have falsly advertised this offer, or they just dont stick to their promise.

I have actually had good phone service with Vonage and don't wish to change my provider. But, they are making me tired of their bad customer care. I will never ever refer a friend.

Cynthia of New Haven CT (12/05/07)
I had the worst experience of my life with this company. Not only was the phone service horrible, but they also refused to stop the service even though I had a new service. They had my bank account number and refused to stop charging me. I had to pay my bank $25 dollars to stop them from taking $31 dollars every month. I spent an hour on the phone telling them to cut off the service and each time I called I was offered everything but what I wanted. Everytime I'd say I just want it turned off they would try and change the subject or sell me some other junk. After three days of this I am writing to you. No company should be able to do what is being done to me to anyone. I am so fustrated and furious.

My blood pressure is through the roof and I am be financially burdened by them continuing to take money from my account. I have had a headache for weeks, because of this.

Hunt of Eaton Rapids MI (12/01/07)
My Vonage phone worked for a couple months and then just quit. Their customer service via telephone was no help, and I got the sense I was speaking to an off-shore, third party service that had received rudimentary training in providing canned answers politely, but with no real knowledge. The Vonage on-line troubleshooting pretty much consists of "check the connections and reboot".

I don't want to go through the hassle of changing to another phone service; but my Vonage phone doesn't work, and I have run out of ideas for getting their attention. You really don't know who you're doing business with until you have a problem. Ma Bell is looking pretty good right now.

Kristina of Niles OH (11/30/07)
Vonage mailed me an offer for 2 months free with no cancellation charge within 60 days. I tried to cancel within 1 hour after finding out they would not change my billing date. They refused and took funds from my account. I registered a letter ASAP, changed my debit card, closed my checking and filed federal fraud charges and Ohio fraud charges with no avail.
The original cost, before equipment arrived was $50, plus the cost of registered letters and closing accounts and aggravation.

Ellis of Fresno CA (11/28/07)
I am writing to let you know about the service I received from Vonage phone service, for the short period I had it. We ordered Vonage and bought the start up package from vonage and installed as directed. We were only able to use 2 different phones and the other 3 had no dial tone. We made 3 or 4 calls to vonage to try and remendy this to no avail-we were informed that they had no service reps in the area.

After many attempts to get t he othere phones working we had no choice but to call back at&t. They advised us that they would be out the next day and would contact Vonage to stop service.

Well this did not work out-we received notice from Vonage that we owed for 2 months service. When I called to try and explain what had happened, the service rep advised me that my account would be taken to collections if I did not pay right away. I do not expect vonage to to anything about this as they do not have good business practices.

Annie of Odessa FL (11/28/07)
I spoke with a customer rep from VONAGE and was ready to change numbers to them. I decided against it after much discussion (was on the phone for over an hour on 11-26-07). Then, today 11-27-07, I looked at my online bank account and have charges from VONAGE. I have called and tried to get the charges removed, but they have not reversed those charges yet. This is a rip off and the company should be required to repay all customers who have had such problems with them. Understand, I did not even get a phone number form them, no service, no anythign except over an hour of wasted time yesterday. How can they cahrge me for such? I need this corrected immediately!

My bank account was caused to be overdrawn by them because they charged me after sayign they would not make any charges to my account. No service had ever begun!

Louis of Deptford NJ (11/28/07)
I ordered Vonage on 11/5/07 after being assured by the Vonage rep that it would work with my Juno DSL. On 11/12/07 I installed the kit as directed and it did not work. I called vonage tech support, and they could not get it to work. After a 3-way call with Juno and Vonage, both parties informed me that it would not work, but Vonage offered to find me a DSL provider that would work. I declined and initiated transfer of my number back to my old phone service provider. I sent the vonage kit back via USPO (signed receipt) on 11/14/07, and was told that told I would recieve an email notifying me when they received the kit with further instructions on cancellation.

On 11/16/07, I received the signed receipt and called vonage as I had not received an email. I was told they had no record of receipt of the kit I returned, but I could cancel with a $42.99 fee, or wait till I got an email. I told them I would wait. As of today (11/27/07) I have not recieved an email, am still without phone service as Close Call America informs me that Vonage 1s holding up transfer of my phone line.

I have not had an active phone line in my home since 11/12/07, which is distressing as I have two elderly parents, one of which is in the hospital. In addition, I have not received a refund from Vonage, and am afraid they will continue to bill me although I am not able to use their service. I have also had to pay $12 to return the kit.

Dan of Beavercreek OH (11/26/07)
I have had very poor call quality, dropped calls, service outages, and terrible customer service with extremely long hold times and frequent transfers. Vonage continued to bill us after our phone service was transferred to another carrier. They did not honor the money back guarantee or the no annual contract advertisement. In fact, they charged a $39.95 disconnection fee and charged me for a $49.99 rebate on the hardware (which I would gladly return)

So far, I am out $90 for service and a $39.95 disconnect fee. Our credit card refunded $30 for one month service, and Vonage agreed to refund the $50 rebate charge once I mail the hardware back and would consider refunding the disconnect fee. I hope they do.

Julie of Jonesboro GA (11/26/07)
I called Vonage on November 20th to change over to their service thinking it would save us a few dollars per month. As soon as I finished the order I received an email saying that "there are issues preventing the transfer" of our number so I called back. The customer service rep informed me that it was just a problem of getting "stand alone DSL" from our provider in order to use their service and not to worry. I called our provider and found out (eventually) that stand alone service was available but could not give them a time frame to establish stand alone service since I did not have a definitive date from Vonage when they could establish service.

After a few sleepless nights and many questions about how we could establish service with Vonage and not endure an interruption of our phone service I called our phone service provider again to find out how this could be accomplished. The rep asked me why we wanted to change and I told him we just wanted to save a little money. He told me that they could give us a better deal on our existing service which would beat the deal Vonage could offer and we would not have to go through all the hassle. I said fine and then called Vona