Vonage

Tonya of Odessa, TX October 26, 2009

I signed up for Vonage service in October 2008. After a few months of bad service, with sound issues and calls dropping, plus the added bonus of the weak economy and no money, I decided to cancel my service in July of 2009. During that time, the credit card I had on file with vonage expired, so they were unable to debit the final amount to my card. I emailed them, tried to log on to my account and change the info, but since the account was closed, they would not let me change my billing information.

I waited for them to send me an email or paper bill, and in September, they turned me in to a collection agency. Vonage never sent me a bill, an email, a notification or a phone call. I tried in July to change my billing info and they would not let me. I emailed them and they did not respond.

I could not believe they turned me over to a collection agency when I tried everything to pay them. Not only was their service AWFUL, but once you cancel your account, they do not treat you nicely. I now have a collection on my credit report for a 75.26 charge that I tried to pay numerous times. They never contacted me other than a collection letter. I never had a chance to pay before they turned me over. I tried changing my info on their website, to no avail.

Tracy of Washington, DC October 23, 2009

I needed to send a fax, could not, called Vonage they are aware that fax is not possible on their service but do not inform the customer of this upon signing up. I missed an important deadline because I couldn't get my fax through and the c/s rep was incompetent, couldn't get the system setup. The next day I tried to get resolution with a c/s rep at vonage, he kept trying to convince me to keep my service, 20 minutes later and myself shouting into the phone that I just wanted to know how to get my phone number back to my previous provider finally lead to getting the information.

I told the rep, John, I wanted to port my number out and hung up. I set up a new account with the old carrier. The same c/s rep, John, called me back and left a vm reassuring me that the account would remain active until the number ported. An hour later John called back and left a nasty vm stating that my account was terminated and that I was liable for fees and charges because I had supposedly "expressed and intent to cancel my account".

Then the real fun began then trying to recapture the account so I could get my business fax number to work again. I was on the phone with various Vonage reps for hours trying to get resolution for this very simple operation. One rep, Christine, on 10/22 at the end of the day told me that she was setting up a new account for me, kept me on the phone for 40 minutes took my credit card information, promised to call me back and send the email confirms and never did.

I called again 10/23 got the same run around. No one knew exactly what to do or even understood what the problem was. I had to repeat myself several times which was hugely irritating. The rep disconnected me after 20 minutes of hold time. The reps have an overall inability to come up with pertinent answers and are just plain stupid, they don't listen and respond they only follow some script drilled into them.

I called back again and another rep sent me over to a 3rd party verification center after having assured me that this was the dept that could definitely port my number back over to my old carrier. That 3rd party rep was the one person who really helped me to that point. He gave me the 'escalation dept' number. I called kept that c/s on the line to listen in on the reactivation/new account setup for the third time. It took the reps 1 1/2 hrs to accomplish this very simple task.

Grisel was the only person who helped me through the entire end of the process to actually effect the results I wanted. Perhaps because I demanded that she give me her ID# before I started any process with her at all. She was the only c/s who actually listened to what I said and responded with the information I needed. I am complaining on principle. HSe stayed on the line with me while some other rep, "Chassy", set up the account. It took him almost an hour to do so completely ignoring the facts of the case and just droned along in his scripted manner. I had to badger him to give me a direct answer to any of my specific questions. He tried to give me a temporary number and didn't understand the simplest fact that the reason I was on the phone with him at all was to make sure I kept my original number.

I felt like I dropped into a ring of hell with "VONAGE" on the gateway. Even Christine was exasperated by this guy "Chassy". I understand the cultural differences are steep, but the reps need more information about how Americans think and do things if there is going to be a successful outcome for that type of c/s relationship. If I ran my business the way Vonage does, I would soon be out on the street. If they are in business longer than 1 year from now, I will be in shock.

Debi of Huntington Beach, CA October 18, 2009

I have been with Vonage since 2006 and just cancelled their service and let them know I was moving to Verizon. First off it was an ordeal to cancel the service, then 2 days later my line was dead and my number was no longer in service. I called Verizon and they never received a transfer order from Vonage, and now Vonage absolutely refuses to release the number I have had for 10 years, unless I have an active account! They just want me to pay for new setup fees and then probably an early cancellation fee. Now I am worried they will charge my debit card for other charges, since they still have the number on file.

Norma of Arlington, TX October 13, 2009

I call vonage for Internet service 29.99 a month they send me the equipment. I install the equipment It did not work; and they ask me to return it. I return the equipment. I started to receive email for montly payments for the service I talk to them. because I neved have the service, the equipment did not work and the service was not activated. so i stop receiving emails and now I am receiving letters from a collection agency for 108.00 dollars for vonage service not paid.

Norma of Arlington, TX October 13, 2009

I call vonage for Internet service 29.99 a month they send me the equipment. I install the equipment It did not work; and they ask me to return it. I return the equipment. I started to receive email for montly payments for the service I talk to them. because I neved have the service, the equipment did not work and the service was not activated. so i stop receiving emails and now I am receiving letters from a collection agency for 108.00 dollars for vonage service not paid.

Mary of Sedalia, MO October 12, 2009

After decding I did not want the service, I mailed their phone and equipment back to them within the time frame requested, even had it verified by the post office, they continued to charge me for it for 3 months, and continue to call me stating they haven't received it and that they are turning me over to collections, even after the post office verified the return. I am continuing to get collection calls from them. I lost 3 months payment and continue to be harassed and damaging my credit

Diana of Indianapolis, IN October 11, 2009

We Thought we would be saving money. Signed up for Vonage home phone. Decided to get new phone number, but changed our mind and decided to keep our present phone number. They need to verify a credit card. Was told that it would never be used and we were to pay it manually. To make a long story short, they charged us with 2 accounts sent us 2 adapters. When we called to tell them they made a mistake we were told they did not make a mistake and that we only had one account. They were takin g money out of our debit card account without our permission for 2 accounts.

We called to cancel and they said we couldn't at that time. We called our bank and they asked for a refund to our account since they did not have our permission to access our account . They money was refunded, but they continued to take the money out of our account for a phone service we didn't have. We were told they would contact AT & T to cancel our phone service, which they never did, so I was charged for AT&T service as well as Vonage. We offered to send back their equipment which we received and had never been opened and they said we couldn't send it back.

We told them again we wanted to cancel and notified the bank a second time that they were still taking unauthorized funds from our account, causing overdraft fees on top of overdraft fees. The bank once again refunded our money, just for Vonage again to send them a letter stating that they had all rights to collect money on a debit card in my name, saying that the debit card was in my husband's name. Now we are overdrawn to the point of them cancelling our account because of Vonage. We now are overdrawn 1,500 with no money to pay the overdraft fees, which also means that they will be turning us in to Check Systems, which means I will never be able to get another bank account because of Vonage.

Charlanne of Lake Forest, CA October 8, 2009

I have been a Vonage customer for almost 3 years. I have dealt with broken equipment, poor phone service, and random disconnections. I just moved and no longer want to deal with them, so I called to cancel and after 5 minutes of the rep. Corina telling how they want my business, she fianlly cancelled my service. I then asked how I get a refund, since I just had auto debit 2 DAYS AGO!!!, she said, "In our policy we are unable to provide you with a refund." So, now I am paying for a service I do not have and she just seemed to leave that part out of the "don't leave us" dissertation.

Wendy of Vero Beach, FL October 7, 2009

I just disconnected my Vonage Service after 13 months and they are trying to charge me a 39.99 disconnection fee which was not listed when I first got service through Vonage. In fact their sales rep told me there would be no fee after 12 months/1 yr service.

Christina of Sharon, ND October 6, 2009

I joined Vonage Oct. 6, 2008. From the beginning the phone was great, but 4 months in, the service really started to suck. My vonage box wasn't working, I had though it was my internet so had a technician come out and look at the internet and was told it was the modem box from vonage. I called immediately about it only to be told I could purchase another one. Then was told to cancel my phone before my year was up, I would have to pay a disconnection fee plus a recovery fee. SO I kept the phone service until recently. I called last week to cancel and was told if I canceled, I would be charged a disconnection fee plus recovery fee cause my one year was Oct. 6. And then I asked if I waited until Oct. 6, would there be any further charges, I was told "No". So, I called today to cancel, NOW I am told that Yes, I will be charged a disconnection fee of 43.39 plus I will also NOT be reimbursed the 32.99 for the rest of this months service! Also, when I asked for the name of the person I was speaking to, I was provided with something I don't know how to pronounce, write or even repeat! So, I got no name of whom I was speaking to. When I signed up there was NOTHING about having to wait 2 years to cancel.

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