Complaint Review: Vonage

I was told by Vonage when I called to inquire about their service that they would give me a free 2 month trial. It sounded great, however, after 1 month, they already charged my account. I called back and they said they never made any such offer. After numerous phone calls and a complaint to the BBB, they agreed to give me another 2 months free service, but would not refund the money they had already charged me. I wanted to cancel, but this seemed at the time to be a decent resolution.

Then, I found another charge from Vonage, this one in the amount of 8.47, again, within my trial period. I was curious about what this small amount was about, and since I knew my free trial was up in 3 weeks, I decided to use this opportunity to cancel my service, since I rarely used it ( the connection is very, very, very bad) At first, they told me that it was the tax on my "free months of service". When I questioned that, then they told me that it was my international phone calls. WTF? was my reaction. I DIDN'T MAKE ANY international phone calls I said ( OK, I screamed it actually - -my patience was gone. I had been on the phone for over 1 HOUR at this point ) Customer service rep told me very matter of factly that I did, and I could check my account details online.

To humor her, I did, and surprise surprise, I found no examples of international calls. She told me that even though the number didn't show on the account detail, I did in fact make those calls. OK, this BS is a waste of my time. I will eat the $8.47, which I never do and forget about principal, just cancel my account I say.

I am now told that there will be a cancellation fee, equipment return fee, plus 2 or 3 more BS fees that I didn't even bother to add up. OVER $100. I told her that I was canceling within my free trial period, she said it didn't matter, I signed up for a 2 year agreement. Since then, I've wasted another 2 hours of my life contacting various people at the company. The Corporate receptionist is apparently instructed to DISCONNECT complaints when they call. You have to call from different telephone numbers, because if she sees the same number twice, she will hang up on you!

I recommend we contact everyone on the board of directors. You can find some of their information below. I can't believe that a Company this large can continue to do business this way. I can't believe that their hasn't been a class action law suit yet. . .when, not if, there is one, I want to be a part of that suit! ( by the way, called back and taped a conversation with their sales department where they verify that if you cancel within the trial period, there is NO CANCELLATION FEE whatsoever, and after that period, the only fees to discontinue your service is $39.99, and you had to have agreed over the phone to a 2 year commitment - - which I don't believe anyone knowingly does - - not the over $100 I was quoted )

Dean Harris, Chief Marketing Officer, 732-528-2610, dean.harris@vonage.com. There's also "Melissa" who is part of the executive response team at 732-226-3414. Others in the corporate office are: Mitchell Slepian, Vonage Press Contact, 732.528.2677, mitchell.slepian@vonage.com, Jamie Serino, Vonage Analyst Contact, 732.790.0184, jamie.serino@vonage.com, Kelly Powers, 732.333.1206, kelly.powers@vonage.com. Interesting fact: Jeffrey A. Citron the CEO of Vonage, was indicted for Securities Fraud in 2003.

Vtransf
Milpitas, California
U.S.A.