Interesting Vonage Customer Complaint

Frank's story is interesting. It's a pity that people don't look behind the curtain at VOIP offering like Vonage, SunRocket, et al.

For several years I've run Asterisk in my home office and through this experience come to understand that having a DID is only a portion of the service that a provider may offer. You might port a DID to someone else but retain the old provider for outbound termination.

The real question is what are you paying for? Is it the number (DID) or is that just part of it? Does Vonage allow outgoing calls from their device even if your DID was ported? That is, are you still capable of taking advantage of the remaining portion of the service?

I am currently dealing with Vonage and this exact same issue.. I had service with them for a year. I ported my telephone number from them to another carrier in May,2007.As soon as the new service started with the new carrier. I called Vonage and advised them that I have terminated their services. like everyone else they tried to get me to stay, but I rejected them at every turn. Then I was I was told aout The $39.99 termination fee. that it will be debited from my credit card they have.I was told about that likelyhood before I called them to terminate the account, and so I took measures that prevented them from debiting my account for the $39.99, and any other monies after termination.Since then they have continued to bill me for monthly services even though the account has been terminated. I have responded by email asking them what service thet have provided? at whose request? and for waht telephone number? I further wrote them that they must send me a bill to my address and after review if the charges are justified I will forward a check to them.They have replied that they only accept payment by credit card/debit card or electroni check, and for the last five months countinue to bill me monthly even though after the second month the sent an email stating they had suspended services.
The long and short of this all was summed up by the Judge in the patent infringement suit brought by Verizon against Vonage, He surmised that Vonage was a dishonest company and lacked integrity.He meted a punishment that would have closed them down except for an appeal, they filed, and is pending, whic I am sure they will loose, and then we can say happy riddance!

I have had the same experience as Frank. Imagine my disbelief as I called yesterday and was told over the phone that I couldn't recieve a refund for a service I wasn't given. This makes absolutely no logical sense. Especially in the way that their account billing manager attempted to explain to me. I wish I could recall exact details, but find that the angrier I get the less I remember. Needless to say, he told me that, though I had indeed changed services, my phone line was still active. How is this possible, I haven't any clue.

There's no other way to put it than Vonage is running a scam. I haven't had this problem with any other service carrier I have dealt with. I find no other reason for them to continue billing a customer for an account that is not in use besides conducting fraudulent schemes.

I never had a problem with their service over the year that I had it. In fact, I quite liked it, liked the price and never had any complaints. I was shocked to see that three months after I had ported my number to a different phone carrier that they were still billing me. Their customer service was deplorable when I could understand what was being said. I'm certain that Vonage is using Customer Service from outside the US. Though this is not normally a problem to me, I found it so, especially as he could not explain to me the specifics of Vonage's policy regarding the cancellation of their services. He was also rude when I could understand him and attempted to talk down to me at every instance. After asking to speak to a supervisor, the man I was speaking to told me he was a supervisor. After I told him I thought he was lying, he said he would transfer me to a supervisor. After fifteen minutes of being on hold (after a half an hour of already being on the phone) I hung up. I was never issued a refund and I am quite certain that there's no way that I would be able to wrangle a refund from them over the phone. I have contacted my credit card company and they will issue a formal complaint and issue me a debit for two months of service. Vonage will have gotten away with one month of charges without providing servies.

This can't be legal.

I opened a business account w/ vonage with a total of 4 lines.Within the first month I realized that Vonage was not able to provide proper caller id as required by law. This entire issue lastet 4 months and I was told I don't know how many times, that the issue was now resolved.(It wasn't)
So I gave up and learned to live with the fact that my business caller ID's were everyhing from Vonage Hldgs to Potts Phone(no kidding), but not my company name or number.

Than after 5 months of service, all my numbers were dead one afternoon during business hours(we are still talking about $49/mo business numbers). After 1 hour of arguing I got the answer that they were perfoming a sotware update.

So I contacted my local cable provider and asked them if they could get those numbers from Vonage and smoothly transfer them without any down time. - It took Vonage over 1 month to finally release the numbers.

So I called and cancelled my account and was told that I would have to pay early termination fees. I aggreed, just to get it over with after all I entered a 1 year contract with them, I guess. And at the due date money was taken out of my account.

1 month later Vonage messed up my accounting totally, by taking out another payment. So called and after almost an hour again was told, that there was no record of the transaction, but the customer service rep would help me out and now close my account, but I would be charged 1 month for early termination. Again I replied whatever it takes just not to have to deal with Vonage again. He also gave me confirmation number, which unfortunately I can't find.

Today I was told by my bank that my billing account was charged overdraft fees, because Vonage again took out money out of my account. After being lied to by incompetent Vonage employees, and waisting over 2 hours on the phone, the outcome was this and still is:
- My account isn't closed. (The moron I spoke to the month before noted that I called for Caller ID issues. Why would I do that if they don't event have my numbers for the last 3 months???)
- They could close my account NOW!
- I would be charged Early termination fees, but I could email them for a refund request (Yeah Right!!!)
- But I was offered another phone number and they would give me credit.

Than I called again and spoke to another lady, who told me:
- She could give me credit for 1 month
- She would close my account, but she would have to charge me early termination fees.

I asked her if it would make sense to her that I would keep on paying on an account for 4 months without getting anything in return and Vonage not even owning my phone numbers. Also I asked her if it would make sense that I would call in to complain about caller ID's for numbers Vonage doesn't even own anymore. She admitted it didn't make sense, but that didn't change anything on the issue that she could cancel the account for a fee and I could apply for credit back.

At the end she guided me to their website for the coporate information in case I wanted to complain.

I am really not a complainer, but I hope That this wil prevent the same thing from happening to oher people.

Where am I standing? I guess I still have an open account at Vonage and if I don't die soon, they will keep on charging me.

I guess that was contract with the devil and he will keep on sucking me dry.

I have had the same problem with Vonage. I switch to Comcast and Vonage has been charging me for services two months later. I called the rep said that there is a Contract fee associated with my account. They agreed to credit me however, they want to charge me for their device, which I offer to return because I could never get it to work. Not to mention the device had a rebate on it that canceled out the amount of the device. Also, I was told that there are no contracts to sign when I signed up. Now they want to charge me for an early termination fee, which was never discussed.

I don't know if the FCC can do anything about this or if it can be reported to the BBB, however, too many people have the same complaint about Vonage misrepresenting themselves and taking money that do not belong to them. They are not rendering services yet they are still taking money.

That's funny, after I started posting complaints about vonage and left an angry message at their headquarters phone number I got a callback!!

I got a couple "I am sorry's" and I agreed not totally happy to get reimbursed for 3 months, minus early termination fees and promise that my account will be closed!!!

I haven't really seen the money yet, but here is the phone number to Vincent @ Vonage.

Maybe he can help you,too.

888-580-4020 ext.: 21451

Good luck and hopefully I'll see my partial repayment back soon.

Anyone suing them??? Look me up, I'll be happy to participate!!!

I recently cancelled Vonage service, going through the same third degree as detailed above. I cancelled because of the poor sound quality, particularly on long distance calls overseas, plus the problematic 911 service and the fact that our building's intercom, door buzzer and security system doesn't work with Vonage. I was also told about, and have already been billed for, the unavoidable $50 (Canadian) disconnect fee because we were subscribers for only 8 months. (Catch-22: too long to qualify for the service guarantee, not long enough to avoid the fee.) Now when I log onto their site I find that we are "disconnected"--so I don't expect to be billed further. We still have their adaptor and nothing was said about it; do I need to worry? I have e-mailed them about it, asking where to return it.

During the cancellation conversation, the solicitous agent asked if there was anything they could do to compensate us for the service difficulties, but when I suggested cancelling the disconnection fee, she said that was impossible. She then had the gall to say Vonage would give us another month free, during which we could "compare services" with Rogers. I declined this offer.

Does anyone know what agency in Canada is equivalent to the FCC? Toronto has some Business Improvement network which may be of help and I'm going to try that. Good luck to the rest of the ex-vonagers.

I am dealing w/ the EXACT same thing. Vonage continued to charge me despite no longer providing me w/ service. Every month I get charged and every time I contact their Customer Service, I either get disconnected (after an absurd waiting period on the phone) or routed to a 'Call Center' that took down my information with a promise that an Account Manager will return my call (surprise, surprise - no calls returned). It has been an extremely frustrating ordeal and I do feel they are impinging on our legal rights. What they are doing cannot possibly be legal. Where's the class action law suit?

MY LETTER TO VONAGE...probably go unheeded

MAJOR MAJOR MAJOR COMPLAINT!!!!!!!!!!!!
I ordered your service on July 6, 2007. It was ordered after I got THE SECOND flyer stating try us for 60 days FREE!
I was billed immediately for service. It took two weeks to get my number changed from Bell South to Vonage.
I took THREE WEEKS to get my equipment from Vonage..it was shipped on July 23 and I got it on July 26 and hooked it up.
During this period, I was being billed for 'service' which I did not owe for under the promotion
Six calls to your company, and letters to my credit card company...always a tremendous aggravation...delays...on hold for 15 minutes like My Time Isnt Worth Anything!!!
Erronous charges time after time and finally today I cancelled my service.
I was met by a very nasty, representative of VONAGE on the telephone explaining why I shouldnt cancel.
THEN I WAS BLACKMAILED....If you cancel today I will charge your credit card $90.00 TODAY.
I said, CANCEL MY SERVICE!!!
HOW CAN YOU CHARGE SOMEONE ALL THOSE MONTHLY CHARGES PLUS $90.00 WHEN THEY ARE GIVING YOU A CHANCE FOR 60 DAYS TO SHOW WHAT KIND OF SERVICE YOU CAN OFFER????!!!!
It was a very frustrating and disgusting experience and I would reccommend that NO ONE GO THROUGH TRYING TO DO BUSINESS WITH YOUR COMPANY!
Ninety Dollars? Free Trial....I am reporting you to all Attorneys General Nationwide!!
Samuel M. Hay, III

i had recently found that Vonage has charged me for the past 11 months. I snet back all equipment in November. Two months were supposed to be free. I wanted to cancel so they gave me 6 months free. The equipment never worked. I sent it back immediately. Had several lengthy phone calls with foriegners. Check your charges monthly an credit card statements. I just pay it every month. Of course Vonage will not refund any. Please help! what now!

Vonage, stinks, I have been trying to cancel since June 26, 2007. Called at least 6 times waiting more then 40 minutes each time. Finally got through 9/11/07 and canceled after so much BS, they kept trying to get me to remain a customer. My number was ported to a new carrier on 6/26/07 to a new carrier. They have continued to bill me. I asked for a refund and told I must call back in two weeks.

Now I want to see if a class action law suit can be started. If the go bankrupt that would be fine with me.

If anyone feels like they want to get involved let me know at priushybridster@gmail.com

Thanks,

Ken

I knew I couldn't be the only one whose going through this! I work out of my house and signed up for Vonage on 6/25/07 to move 3 number (incl. a fax) from ATT. One box came on 7/2/07, however it would only accommodate 2 lines, so I called and asked about the 3rd line. They said they had only transferred 2 numbers, and I would have to set up a second account and get a second box for the 3rd line (the fax line) When I finally get the 2nd box, the fax line never works, and calls keep getting dropped on the other lines.

I have to sign up for fax service ($18 per months) and have the faxes go directly to my computer because the fax line never worked! I tried to troubleshoot through Vonage online, with no success. I can't do business like this. Finally on 7/18 I switch back to ATT. Same story: don't call them, we'll call for you. ATT also warns me Vonage takes a while to switch over.

Finally get ATT back on line on 8/2. Never received a bill from Vonage. Finally noticed the charges on my Amex bill and contact them on 9/4. That's when I find out that I needed to call them to cancel! AND, because I didn't cancel within the 30 "trial period" I would be charged a cancellation fee. AND, because I had 2 accounts instead of 1, the cancellation fee was charged for both! I was never informed when I signed up over the phone of a cancellation fee.

They tell me that as soon as I logged on to the internet initiate the service, I had agreed to the cancellation fee. So much for the 60 day money back guarantee. Unbelievable! Vonage charges after ATT restated my service: 8/2-$29.57; 8/25-$71.32; 9/4-$129.97; 9/4-$89.98. I GUESS THAT'S WHAT I GET FOR SWITCHING TO A SERVICE THAT ADVERTISES A DUMB BLONDE SWIMMING WITH THE DOLPHINS, er SHARKS! Vonage is a giant predatory shark, and I'm going to do everything in my power to find a class action lawyer to go after these guys! So keep the comments coming

Hey everyone. I discovered there is a class action lawsuit out there addressing this very issue! I would recommend you contact the attorneys handling the case (name at the end of the article)and let them know your story. I'd also contact your State Attorney General's office and any consumer affairs office of your state. Let's start a grass roots campaign to shut Vonage down!

Here's the link to the article:
http://www.consumeraffairs.com/news04/2007/03/vonage_class_action.html

and here's the article:

Class Action Charges Vonage Deceived Consumers
Case Disputes Vonage's "Money-Back Guarantee" and "30-Day Free Trial" Advertising Claims
By Truman Lewis
ConsumerAffairs.Com
March 26, 2007
A consumer class action filed in U.S. District Court in California charges that Vonage, the nation's largest Internet telephone provider, misled consumers about the quality and reliability of its service and engaged in false advertising and deceptive business practices.
In the suit, plaintiff Kai Porter of Inglewood, California, alleges that she signed up for the Vonage service on November 18, 2006 and asked that her existing landline number be transferred to her new Vonage account.
When the service did not work as promised, Porter canceled within 30 days of activating her account, expecting to receive a full refund under the company's widely-advertised "Money-Back Guarantee." She learned on December 27 that Vonage had not closed her account and did not intend to honor the guarantee.
Vonage promotes its service as an alternative to traditional telephone service. It spent more than $500 million on advertising in 2005 and the first nine months of 2006, making it one of the largest advertisers on the Internet, the suit alleges.
In its advertising, the company promises "higher quality" but, in fact, the suit charges, the quality and reliability of the service is inferior to traditional telephone service, with problems ranging from dropped calls to service outages and equipment conflicts. "Vonage knows about these problems but conceals them from consumers," the suit alleges.
Porter also alleges that:
- Vonage touts its customer service when in fact, consumers trying to call for assistance encounter long hold times, hang ups, multiple transfers and representatives who merely read from scripts;
- Vonage advertises "no annual contracts" but invokes a 12-page "terms of service" when customers try to cancel;
- Vonage charges consumers who cancel within two years of account activation a "disconnect fee" of $39.99 -- in effect, an early-termination fee;
- Vonage drags its feet when processing cancellations and continues to charge consumers' credit cards in the meantime;
- Vonage advertises a "Money-Back Guarantee" and "One Month FREE," stating on its website, "There's no risk to trying Vonage service. Our hassle-free Money-Back Guarantee policy guarantees your satisfaction." Vonage's website states that a consumer is eligible for the Money-Back Guarantee if she cancels her service "within 30 days of account activation." But consumers who try to cancel the service within 30 days of beginning to use the VoIP service learn that Vonage does not consider the 30-day "free" period to begin when the customer is first able to use the service, but rather much earlier -- the moment the customer contacts Vonage to sign up for the VoIP service. At that time, the customer has not even received the equipment needed to use the service, which Vonage states it will ship "within 5 days."
- In addition, one of Vonage's key selling points is that consumers can keep their current telephone number (either landline or cell) when they switch to Vonage's VoIP service, but Vonage's website states that it will take "a minimum of 20 days" to transfer the telephone number. A Vonage consumer will thus have 10 days or less to evaluate the service and decide whether to cancel and attempt to invoke the Money-Back Guarantee.
- When Vonage determines that a consumer canceled after the 30-day Money-Back Guarantee period expired, Vonage penalizes the consumer by charging not only the activation fee and a monthly service fee, but the $39.99 disconnect fee as well. Vonage will also charge the consumer for the amount of any "instant rebate" she received on the cost of the equipment required to use the service, which can total $50 or more.
The lawsuit also charges that the mandatory arbitration clause in Vonage's terms of service is unconscionable and unenforceable and that Vonage's terms of service violate California's Consumers Legal Remedies Act.
The case seeks damages and reimbursement for all California consumers affected by Vonage's actions.
Representing Porter are attorneys Daniel Girard of Girard Gibbs LLP, San Francisco, and Richard Doherty of Horwitz, Horwitz & Associates, Chicago.

I am in the process of trying to cancell my Vonage acount. I have been calling for five days 9/12-9/17 and they all say they are sorry, some say the computers are down, some say they will call me back. I still have not been able to get the account cancelled. I am ready to tear my hair out! I last spoke to Rusell in the accounts management department, he did not call me back or cancell the account after being on the phone for over an hour. WHEN i GET iNDIA, THEY TOTALLY IGNORE ME. sORRY, SORRY, SORRY, BUT NO HELP!

I signed up for service on 7/23/07. I called to cancel on 9/17/07. I used between 300-400 minutes but did not exceed the 500 minutes in the cancellation policy. I called three times to cancel my account on 9/17/07. First the systems were down and they could not help me. Then, I was told by Vonage customer service that at that time of my enrollment there was a 30 day cancellation period in effect. However, I have nothing in writing that shows this is the case. Nor were the customer service agents able to point me anywhere on the website or terms of service that indicate that this is the case. According to customer service, on 8/15/07 Vonage changed the terms of service to include a 60 day cancellation period. But since I signed up in July before the new TOS went into effect I have to pay a 39.99 cancellation fee plus 49.99 for the equipment rebate I received and I am not eligble for any of the upfront fees to be refunded. The TOS on the site clearly states that the new TOS supersedes all other TOS, written terms or agreements. I asked to speak to a supervisor and was told that person would not be able to help me and that I would have to wait on hold for a very long time. I said fine I'll wait. At that point I was told that the supervisor went home and I should call back tomorrow. The third person gave me the same story. So I gave up and let them cancel my account and charge my card, but they haven't heard the last of this.

This whole process took over 2 hours. Per their own TOS they owe me over $140. So I am held to the TOS but they are not accountable?

The BBB shows over 5000 complaints on Vonage.

I signed up for service on 2/22/07. Vonage has been highly unstable, 2 of the 3 lines in my small home business were Vonage. I have never experienced the level of tech support required to keep equipment online. I received a refurbished replacement router, it too failed within 3 days.

I ported a number to Vonage, now they are not responding to AT&T's Authorization request. I was successful in finally cancelling Vonage tonight but at the cost of my fax line being disconnected. I was told that the only way Vonage will port this line to AT&T is by my re-activating it with Vonage first.

My expense continue to mount $39.99 cancellation fee (or is it more for 2 lines), $63.54 for the non-return of equipment, 3 full months of paid service which was unavailable to me.

I have logged complaints with the FCC and NJ/BBB...a class action suite anyone? Here is a telephone number for Vonage's Executive Response Team 888-580-4020 ext 21451, I already left a message and will call them Monday.

yes i do know what you mean. this has been horrible for me. i will never go with onther phone comp.they have manage to get me for all i didnt have in my checking acct.and why do you have to say you do want there service when you know what you need and can aford. we are verry unsatisefied with them. west blocton al. oo ps. you need internet service first.

I am having the same problems with continued charges from Vonage after I thought I had cancelled service! I had called back in June to cancel, after going through the interrogation from the agent about why I wanted to cancel, finally got them to cancel my numbers. Just realized they continue to bill my credit card. Called them back, the agent told me the screen used for cancellations was "frozen and won't be back for 5-10 minutes"!

I've had a friend in the States too who has Vonage. horrible service!

Lovely ....I just signed up. Any Ideas on how to cancel before my number is ported?

I had an account with Vonage both at home and at work for our family business. After service problems, we switched our service (at both home and work) back to Qwest who is reliable. After about a month, after noticing that Vonage was still billing me, I discovered that they require me to speak to an account manager to cancel the accounts - so I did - back in late July. Since the accounts cancellations in July at home and work, Vonage still continued to bill us at home and work (home for just under $19 per month, and at work for somewhere around $120 per month). After I tried to contact a Vonage account manager again to resolve this problem, I could never get a hold of one - I would just end up on hold for more time than I had to spend. Vonage still continues to try billing me at home and work, so I contacted the banks (which Vonage direct billed my accounts from automatically every month - they require it!) and had them change the credit card numbers on both billed bank accounts (One with WaMu and one with US Bank). Now, about every two weeks I get an email from Vonage stating that they had a problem billing me. I reply every time telling them that I do not have any service with them, that it was all canceled in July. Tonight I replied as well telling them I don't have their service, and that if they continue harassing me I will go to the media. Thanks for your time, Kris

I am furious.I changed my phone number back to AT&T on 5/3/07 and just noticed that I was still being billed for service by Vonage. I was billed on 5/7 for 48.49,on 6/4 for 44.22, on 7/5 for 44.22, on 8/6 for 45.22 and on 9/4 for 45.44. I was being billed for service that I wasnt receiving. I called customer service and was on hold for 10 minutes.I was asked all kinds of identifying questions and then told them the problem. Their answer was that I was being transferred to an account manager for a refund.On hold for another 15 minutes I began to realize that I was put back in the queue. I guess they were hoping that eventually I would give up.I sent them an email demanding a refund and now I have to hurry over to my bank to stop the automatic charges. If anyone has started a class action suit or has actually gotten a refund please let me know how. gary

I've been parying this for months as well. When I call to cancel they transefer me around until someone hangs up on me. I'm out of a lot of cash and am going to have to close my checking account to keep them from continuing to steal from me.

i went to best buy they put me in there computer i took equipment home next day to have geeks install they told me it would cost me more because of my at&t packiging so i never called vonage i never went on line in never ported my no its been 3 months now thay have billed me up to $130.00 i did call 3 times in 2 months to people who don,t speak good english an tell me i,am cancelled waiting for this months visa to see i just wonder how much more $$ they can suck out of me for doing nothing
Help herb

VONAGE is an unscrupulous company and I refuse to do business with Vonage. Vonage refuses to cancel my account after approximately three weeks of repeatedly trying to cancel my Vonage account by telephone and email. To end the phone conversation Vonage has repeatedly said Vonage computers are down and to call back or my account cannot cancel because Order Number: 462T7T7LA7 is pending.

I specifically and repeatedly instructed Vonage by telephone and email to cancel my account number 1005853660 and not to ship Order Number: 462T7T7LA7.

I filed a complaint against Vonage with the Better Business Bureau (complaint number: 5576109) 3 Oct 07.

I filed a complaint against Vonage with the Federal Communications Commission (complaint number: FORM475: 07-W13431095) 4 Oct 07.

I filed a complaint against Vonage with the Federal Trade Commission Bureau of Consumer Protection Consumer Response Center9 Oct 07.

On 4 Oct 07 I informed Florida Congressman Jeff Miller of Vonage’s decictful business practices.

On 4 Oct 07 I informed Florida Senator Bill Nelson of Vonage’s decictful business practices.

On 4 Oct 07 Florida Senator Mel Martinez 4 Oct 07 of Vonage’s decictful business practices.

I couldn't agree more with all the allegations and stories I read above. I can testify that all are true and correct. I've been wanting to whistle blow all of the hoax' in Vonage. My conscience couldn't take it whenever I would deal with a customer who's been messed around and was so aggravated. Frank's case above is easy to understand and how I wish I was the one you spoke with at first. I would have to tell all of you that the dept that Frank was told to call which is the "Account Management Dept" is 2nd if not the number 1 bull shit dept Vonage has. Not to mention SALES DEPT who has the dumbest of scambugs. most of the problems starts with SALES folks who would most of the time fool a customer just to make a sale for the day to hit the quota and get higher commissions.

I know a lot from both departments and what they do.. are you ready???
A customer would call to have his/her account disconnected. They would try and try and do their best to save you. They would offer you everything they can in their power but once you accepted it, you should beware since most of them don't explain what's next. Now for the most cases, they would tell you.. "oh okay mr./ms. customer i would disconnect your account.... and guess what?.... THEY WILL NOT!!! and they won't make any notes on the account that these customers called to have their account disconnected and that they have disconnected the poor customer's account. I have a lot to share you folks but I am worried about my security. I might lose my job If they find out about this.

So, I would really appreaciate and beg the moderator of this site NOT TO PUBLISH MY IP ADDRESS. Pls. I hope I could help by giving and affirming some info that you folks need especially if it would help with the case for you guys to get justice for every aggravating experience you encountered with Vonage. Until here for now. i would post an email where you guys can reach me if ever you would need annything from me. I would have to create a private one first for my safety.

I've had the misfortune by association of trying to help a friend's mom cancel her Vonage service. I have never despised or felt such hatred for an organization before in my life.

I can't add much of anything that has not already been written above, apart from the fact there appears to be a lack of cultural diversity in the Account Management department. She had trouble reaching the right person to disconnect because they do not have Spanish-speaking employees in that department. So, by the time we successfully waded through the cr*p to speak to someone we "thought" could help us. with me as support, we got the same run around as everyone else. When we asked why there was not a Spanish-speaking agent in the group and why the terms of service were not available in Spanish, the agent plainly stated "This service is for Americans, and they should be able to understand English." Funny, they didn't seem to make it clear when quickly signing her up that English was required as a primary language. And yet, they choose have a Spanish option on the phone menu for signing up and "getting support".

Hopefully the credit card company will offer some hope in refuted the charges since the service was never successfully activated.

My complaint concerns installation of Vonage service. I currently have the same company as my Internet and Phone Service Provider. I made sure that Vonage was well aware of such situation before I placed an order with them.Yet they assured me that such transfer was absolutely routine and would be without any problem whatsoever.
Nevertheless after I placed the order and installed the equipment I discovered that Vonage service could not be made available to all 4 phones in the home, without and extensive and expansive rewiring. Furthermore, adding insult to injury, Vonage advised that they had no technician qualified and available in my area to do such work. I therefore caution all potential customers that have the same Internet and Phone Service provider, to avoid switching to Vonage without confirmation in writing that Vonage will make the necessary tecnical modifications free of charge.

Back in December 2006 I purchased a Vonage router at Best Buy with an offer of a $100 Best Buy Gift Card AND a $50 Rebate Check. I activated my service with Vonage on Friday, December 29, 2006 and by 4:00 p.m. that afternoon I made my first call.

Sometime in January I mailed in both rebate forms with ALL the necessary paperwork, UPC and MAC ID information. The Last Postmark dates for the rebates where February 15th and 28th, 2006. Again, I mailed it out in January so that should NOT be a problem.

In early May 2007 I received my $50 Rebate Check... GOOD.

In early June 2007 I received a postcard that my $100 Best Buy Gift Card was "declined"... BAD.

On June 6th, 2007 I called the Vonage Resubmit office at (800) 347-4017 and after a difficult time speaking with "Customer Care," I managed to get transferred to a Floor Supervisor. He managed to "resubmit" my rebate. It was an unbelievable challenge to get someone to help me. I was told by the initial person that she could do nothing about this and when I asked to be transferred to someone who could do something about it, she said she could NOT transfer me. It was only through my persistence that she finally transferred me to the Floor Supervisor. So we left off that I should give Vonage 4 to 6 weeks to mail out my $100 Best Buy Gift Card.

Six weeks later... no gift card.

Eight weeks later... no gift card.

10 weeks later... NOTHING.

On August 20th, 2007 I called the Vonage Resubmit office and again after fighting my way passed the initial "Customer Care" rep, I managed to get a hold of Luke, a Floor Supervisor. I had to retell my entire story and he looked in to the matter, and said, "I've ESCALATED this matter so would you please give us 3 weeks to get this taken cared of." FINE!!!

On September 21st, 2007 I called the Vonage Resubmit office, AGAIN, and after retelling my story to the "Customer Care" rep, and fighting my way to someone with higher authority I am transferred to John, a Floor Supervisor. Again I am told that "the matter would be ESCALATED!!!! Please allow 4 weeks for you rebate to be PROCESSED!!!!" NO, this time I ask to be transferred to someone above the Floor Supervisor, so I'm placed ON HOLD... and NO ONE ever picked up the line so after 20 minutes I hung up. RUDE!!! RUDE!!! RUDE!!!

On October 11th, 2007 I called the Vonage Resubmit office, AGAIN I HAVE TO RETELL MY STORY, GET PASSSED THE "CUSTOMER CARE" REP, GET TRANSFERED TO A FLOOR SUPERVISOR AND THIS TIME I ASKED TO SPEAK WITH HIS SUPERVISOR... "Please hold while I transfer you to my Floor Manager." Finally I speak with Martin I., Floor Manager (Employee # 49521) and he promises to "ESCALATE" this matter to Phillip, Account Manager. Please call us back in 10 days... "10 days," I said, "Yes," he said. "So call you back on October 18th?" I said. "Yes," he said.

So...

On October 19th, AGAIN I called the Vonage Resubmit office,... get passed "Customer Care" who DID NOT want to transfer me, she DID NOT want to transfer me at all. She said, "I can't do that sir." TRANSFER ME. "I can't do that sir." TRANSFER ME NOW!!! So I get Jerry, a Floor Supervisor. I ask that he TRANSFER ME. "May I ask why?” he said. Here I go, with my story. So he says, "Sir, please give us 10 business days to wait for a response." GREAT, NOW IT'S 10 BUSINESS DAYS. SO CALL BACK BY OCTOBER 26TH. FOR WHAT????????

What am I calling back for? Why isn't my gift card in my possession 10 MONTHS LATER.

FORGET 10 BUSINESS DAYS, 10 BUSINESS DAYS HAVE TURNED OUT TO BE 10 MONTHS. 10 LONG AND REDICULOUS MONTHS!!!!

October 29th, I called again. Spoke with Paula, Customer Care Rep (Employee #56553). Nothing has been done to my account, there are not notes of my previous conversations and she said she would kindly ESCALATE this matter.

Rediculous, just rediculous.

On October 8th, I contacted Vonage for what I thought was a 30-day free trial of their phone service. I paid $14.95 for their equipment. I was told I would be refunded this amount if I decided I didn't want the service. What I was not made clear of is that during this temporary 30-day trial period, they actually take control of your number and you are no longer with the carrier you had when you called them. So this 30-day trial is not a trail at all, because as my 30 days got close, I disconnected my vonage equipment and realized that I had no dial tone. The end of October I contacted my carrier and they informed me that Vonage had ported my number out. I told them I wanted my phone back with them and they contacted Vonage.

They were scheduled to come out on November 8th to resume my service and two days before they were supposed to take my phone back, they called me and told me that Vonage said they could not release my phone until the 14th of November. In the meantime, on 11/7 Vonage billed me $30.81. I called them to find out why they would not release my number and why they were billing me. The lady that I spoke with tried everything possible to get me to give them another chance. I told her I was not satisfied with the service and that I wanted my phone back the way it was. She asked me what I wanted to do and I told her I wanted her to refund my money and release my phone number.

Ten minutes later, I had no phone service. I am still trying to get my phone service back on because they made no contact with my carrier to make the transition. My phone also serves as a business line, so I have been without a business or home line for over a week. This has cost me potential business and inability to current customers to contact me. They also charged me $42.69 to cut the service off. This matter was never discussed. Consequently a trial period that was supposed to be free has cost me $88.45. I have contacted my financial institution to pursue this matter. I think Vonage is involved in deceptive advertising and that the public should be made aware of their practices.

Suzanne M. Dorsey
2251 Cardston Ct.
Columbus, OH 43232
614 571 6240

These stories are very interesting and so close to home. I am COMPELLED to share this story with you. I moved to a remote area in Mid Michigan in August 07. We cannot get cable, dsl, in this area. So we were forced to use Satellite for our high-speed, and television. I went to VONAGE website and did research regarding their services. I called to inquire whether Satellite High-Speed Internet was compatible with VONAGE and was told yes. On November 8, 2007, I signed up with Vonage, my equipment arrived four days later. I installed Vonage and discovered audio problems. I went to the website and made the adjustments recommended by them. This did not work, two days later, I contacted technical support for assistance. They worked relentlessly to resolve my issue. They tested the bandwidth of the Satellites high speed, and determined that Vonage was not compatible with Satellite. They recommended that we try another ISP, but there are none for our area, and we have the highest bandwith our ISP provides for residential. The problem started when I tried to cancel my service. I was sent to Account Management, and went through the ritual and she suggested sending me to Senior Technical Support, I asked her why didn't the other tech refer us to Senior Tech, and she told me that only Account Management knew about the Senior Technical Support and that was why I was referred to her. The call was transerred and 40 mins later I hung up unassisted. I called the second time, and went through the ritual questions again. The second Account Management Rep, told me I needed to pay a temporary $39.99 fee for cancellation. I would be refunded the money when they received the equipment. I lost my cool, refused to pay, and informed them that I was sending their equipment back and I wanted my money refunded. Today I woke up with a fresh attitude and decided to try it again. I called Vonage again and went through the question rituals again. The third Account Management rep, sounded very friendly and receptive to what I was saying, and promised to resolve the issue for me. She sent me to another department to find another ISP for me that was compatible with VONAGE, unfortunately, there were no other ISP's so I was sent back to Account Management, went through the question ritual again, but maintained my composure, this one offered me two more months of free service. I asked them this question: "How likely am I going to want to join Vonage when a new ISP does move to this area if they persist in giving me a hard time with cancellation?" She finally agreed to the cancellation, but started on the $39.99 charges again. I told her that I did not have enough funds in my account for this transaction, but I had enough money to return their merchandise with "return receipt notification." She did not give me a confirmation number because I refused to pay #39.99 for that number. I did indeed mail their equipment as stated today. Please pray with me, that this is the end of VONAGE. When DSL or Broadband does move in this area, VONAGE will be the last VOIP company I call.

Why not a class action lawsuit? Why not?

There's not enough space to detail my frustration. Needless to say, I'm with a landline phone company after 1.5 years on Vonage. I signed up with Vonage because my old apartment did not have proper wiring, so I went with Vonage through Comcast because it was relatively easy to sign up and wait for the hardware to arrive by mail.

Four months of hell trying to cancel my account since July '07, let alone get a simple answer to a question. Each and every time I can't get a word in edge-wise. So after the rep interrupts me, he/she says, "sorry?" Then I speak slowly, then I get: "Okay, I understand that you said...." Geez. Cheap labor. Fine. Save money.

I replace my name with "N/a" on my online account and changed the billing address so my credit card wouldn't be charged. Yet, I received emails about billing errors and postings to my online acct....

In short, if and when you actually cancel, you must unfortunately follow up via phone.

Four months later, 3 months after I "canceled," I am on the phone with Vonage's Acct Mgr who transferred me to Billing to discuss the monthly invoices, post-cancellation.

I am in the same boat - I signed up for Vonage on the 2 months free promotion - I ordered it when I got my v-phone. I spoke with a rep from Vonage to make sure that my v-phone would work with a Wireless Broadband Card - not a wi-fi card - I explained it was through Verizon wireless, so there should have been no confusion - I was assured that it would be no problem. I was to receive a $50.00 rebate on the V-phone, just send my rebate within 15 days of activation of service. I did that even the though card arrived very close to the deadline. Now I am told that it is within 15 days of the date of sign up, not when they got your service activated (which we all know takes between 7 and 10 days to port your number over.) Anyway, so I wrote that one off. The next things was when I got the phone activated I had horrible service. Come to find out I didn't have a good enough bandwidth - ok so I did the saver thing and the quality was horrible!!!! But Verizon saved the day on this one and sent me a new Verizon Wireless Broadband Card that was the newer version, the Rev O or A, whatever itis that the v-phone needs to run on - I even got it free after rebate - and they pay their rebates. So now I have proper bandwidth according to Vonage's own website and the website they send you to when you talk to Level 3 or 4 tech support to check it deeper. Most of the time it was running better than needed!!! So I had Vonage send me a modem - the gentleman in Columbia sweet talked me into that - giving it to me "free" with not having to send in a rebate - NOW MIND YOU, THIS IS ALL WITHIN THE FIRST 60 DAYS!!!! - I received that in about a record 7 or 8 days and tried to set it up. Once again, had problems with that and had to deal with higher level tech guys who said it will never work on a Wireless Broadband Card, whether from Verizon or not. I even paid a local IT guys $95.00 to come and try to get my little home system to work with what the guy in Columbia said would work. None of my equipment from Vonage has ever worked correctly. I started calling in November to try to cancel my service but was told that I would have to pay cancellation fees for a service that I have not been able to utilize. I have had to forward any calls to my cell phone from day 1 to get my calls, thereby doubling my charges on the cell phone bill. Thankfully I found that "service" that was included so I didn't miss important calls. I am also going to have to pay for a modem that has never worked even though I can send it back to them. So $180.00 later, I can get rid of my service. I have spoken to two ladies in the Philipines who say they are the highest level that I can speak with, their supervisors are either always in meetings (probably about the number of customer service complaints) or cannot answer the phones. Never have gotten a good reason why on that one. I have spoken with one guy in India, the two in Columbia (salesman and his boss) and finally Frank in tech in NJ - he was wonderful - I just wanted to talk to someone in America to see if they could help me. He stayed on the phone to try to get to someone in his own state and after about 10 calls all he could get to was Philipines and a couple of other countries. Thanks to Frank for at least giving me a couple of laughs yesterday during all this!!
So now I have the number further up in this blog for higher level escalation of problems - and I think it may be in this country, we will have to see. But I have been offered the two free months to stay, the one free month to stay, multiple offers of tech support level 3 or 4 who all say what needs to happen can't be done - I just want my service cancelled and my money returned. They can have their modem and vphone back - I do mortgages (yes, one of the honest people) and with the lousy business this year I really could stand to get that money back.
Anyone with any good ideas, feel free to email me!!
Maybe the more blogs I put this on, will give me a better chance of getting an answer.

My recent blog entry about my troubles with Vonage:

I have to share this! I am beyond flabbergasted by the phone service Vonage.

I ordered the service back on October 12th. When the router came I realized it was not compatible with my current satellite internet provider equipment. I called Vonage customer service many times to seek help, I was bounced from operator to operator for over an hour. They all tried to convince me I should have a DSL line installed so I could use their equipment. This doesnt make sense to me. I dont need extra stuff or extra bills. That was the point of trying the Vonage-to save some moolah. Not to add another bill to my life for a DSL line I dont need. I am happy with my current internet and dont wish to cancel. After repeated transfers to other operators, each time having to verify who I was and re-tell my story I gave up and hung up. I decided to put my decision to cancel and the reason why on paper. I enclosed one copy of a very thorough letter requesting a refund inside the box along with the Vonage router and also attatched one to the outside of the box and sent the box off courtesy of the Post Office. That was October 22nd. I have confirmation the package was received on October 24th. I heard nothing from Vonage until yesterday when I got an email stating that my bill was paid through auto deduction from the account I used to pay the startup costs initially. So today I call them. Again I was bounced around, 4 operators and over an hour later I hang up totally pissed and nearly in tears from frustration.

I was told that because the initial 30 day trial period has passed I cannot get a refund. I explained that I returned the equipment along with a request for cancellation and refund one week after receiving it. That I called to cancel previous to that which was well within 30 days. I was told that if I want to cancel now I have to pay a $39.95 cancellation fee and another fee of $17.95 for something I couldnt decipher, my head was spinning by this point and I could barely hear the operator. I was told that I could dispute this in writing and was given an address to send my dispute to. There is no phone number to the address I was given. I was told my dispute should be resolved by mid FEBRUARY! I was told that if I cancel my account now I cannot dispute anything. The account must remain open if I want to dispute this! So basically either I pay $39.95 + $17.95 now to cancel or I DONT cancel so I cant dispute this stupid shit and get billed for another month or two. ARE YOU KIDDING? The account never had ONE call logged! The equipment was never hooked up, no calls were ever made or received! This is insanity!

I did a search on the address I was given for my dispute correspondence. I got several results describing similar troubles for other folks. I..m seriously thinking of suing them. Oh! I almost forgot that every time I had them on the phone I was offered a reduced monthly rate for Vonage service if I stay with them. HELLO! I CANNOT USE THE EQUIPMENT! Vonage wont work for me! Jeez! What is with these people?

So...long story short, Vonage is a joke, they are fraudulent asses and engage in extremely poor and slimy business practices.

Here are some search results of complaints about Vonage-

http://search.yahoo.com/search;_ylt=A0geu4sih19HKnABOgJXNyoA?p=vonage+complaints&fr=&ei=UTF-8

Just wanted to clue you all in, this has been an awful experience so far and I have a feeling its not going to be resolved anytime soon.