Complaint Review: VONAGE TELEPHONE SERVICE

On 4/3/06, I signed up for Vonage Services. On 4/14/06, I cancelled both services. Vonage sharge my credit card on 4/5/06, in the amount of $40.84, $89.16, $94.31 and $60.27. On 4/10/06, they credit my account in the amount of #39.37 and debit my account in the amount of $101.18 and $41.19. I received another credit on 4/20/06, in the amount of $82.03. Instead of crediting my acct. they kept charging my charge card. On 4/18/06, I contacted Vonage and was placed on hold and spoke to customer service rep name Sam, who could barely speak English.

I gave him my first and last name and wanted to speak to a supervisor. Sam stated he was going to transfer me to a supervisor. I was on hold for 40 minutes and no supervisor or anyone else ever picked up, so I hung up. I called back on 4/19/06, and spoke to a customer service rep named McKenzie. I told her my whole credit/refund issue. She placed me on hold to look at my acct. McKenzie stated that it will take 3-5 days for a credit to be issued, that was for $82.03(this credit was issued on 4/20/06. She stated $41.19 was suppose to be credited, but whomever tookt he call didn't credit they actually debit my acct. again.I told her I know. McKenzie stated she will have her supervisor apply all those credits back to my acct.

The amounts were $94.31, $82.03(which I received), $101.18, $87.16 and $41.19. I asked her what was her supervisor name, she stated Baba. On 5/8/06, I contacted Vonage and stated I still have not received my refund. I spoke to Pria. She stated Vonage never received the merchandise back (equipment) I contacted DHL and spoke to supervisor Aron Gilbert. She stated the packages were delivered to Vonage on 4/17/06 and signed by a C. Young of Vonage. Still today, 6/28/06, I still have not received my refund.

Deborah
Jonesboro, Georgia
U.S.A.