Complaint Review: Vonage

I was looking for a cheap phone service when we moved into are new place. I had heard alot about vonage and there VOIP service. So, I called and register. I got some lady that I could barely understand, and I doube she was from anywhere in North America. I set up my account and she said that I should have my router in 2 weeks. The router came in and I opened the box and the phone wasn't even registered for the right town. I live in Edson, Alberta, Canada. The phone was registered for Edfon, Alberta.

Now I haven't lived in Alberta for long, but I have never seen a town called Edfon. Also, the number that I requested I wanted to have start with 723, 725, 728, or 712, because these are local extentions. The number stated with 628, which is for Sherwood Park, Ab, which is 2.5 hrs away from here. So when i seen that I called Vonage and the told me that they DO NOT offer service in the Edson region. So, I told the gentlemen on the phone to cancel the service and all he said was to send back the router and the account would be disconnected.

A couple of month had passed and I was looking at my Visa statement because they had just started coming to the new address and I noticed charges from Vonage on there. So, I called and asked them why I was still getting charged for the service and they said because I had not cancelled the account. I told them that I had and I would like to be refunded for the money that they charge my visa. They told me that I could cancel the account but they would charge me an additional $210, plus the money that they had already taken from me. I told them that it wasn't my fault that some one on there end could not enter in the proper information on there end, and that I wasn't going to be charged for it and that I wanted a refund. He said that I would have to talk to a supervisor for it and then I was put back on hold. The supervisor I was waiting 45 min on hold for never showed up and they never called back, even thou they ask for a phone number to call you back on if you happen to get disconnected from you.

I have phone records showing that I called twice on Oct 26, because I got disconnected 1, and the again on Nov. 4 (well with in the 30 day money back guarente) and that I was on the phone with them for 86 min.

I would never ever recommend anyone to get this service just for the simple fact that if you ever have a problem Vonage seems to completely wash there hands of it and try to make it seem like it's your fault.

Aaron
Edson, Alberta
Canada