Complaint Review: VONAGE

I ordered Vonage around June 19/20th and was offered 1 month free, waived set up charge of $29.. only paid $14.99+tax on shipping of phone and device to connect to pc. It's June 30 and no pgk received. Email shipping w/tracking info sent on June 21st. DHL is their shipper. DHL is incompetent, too! I called DHL to track the pkg and they claim they attempted delivery. THEY DID NOT. I WAS HOME! NO NOTICE ON MY DOOR OF ANY ATTEMPT. And no redelivery attempts since then!!! So.. I call Vonage Customer service to request another phone. I have been on the phone 2 hours today with someone or another from shipping to billing to customer service.

I finally decide to just cancel and not waste anymore of my time. After wmisdirected call transfers w/overly polite 2 minute apologies, I finally and get an agent who says he's a manager..His name is Ricardo. Ricardo tells me that in order to cancel my account they will have to charge me a forty something dollar cancellation fee! And when DHL finds their phone, they'll give me my money back! HOW OUTRAGEOUS IS THAT?!

I asked to speak to his supervisor because I didn't believe him. He wanted to put me on hold while he called DHL to track the phone. I told him to call DHL on his own time! I didn't want the phone or the service anymore no matter what! So please cancel, refund my shipping charges.. when he said he was charging me to cancel, I told him I would complain. He said it doesn'nt matter because it's their policy. I asked repeatedly if he would let me speak to his supervisor or other manager. He said No.

Here is the name of the Vonage Chairman, and Chief Strategist: Jeffrey A. Citron. If anyone finds his direct contact details please post that info here! I want him to know what his PEE-ONS are doing on his behalf! -- LOSING CUSTOMERS!!

Jackie
Dallas, Texas
U.S.A.