- Report: #1240062
Complaint Review: Vonage - Holmdel New Jersey
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Vonage
23 Main St Holmdel, 07733 New Jersey, USA
Phone:
1-800- vonage
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Vonage misrepresentation, failure to provide service, refusal to refund Holmdel New Jersey
Signed up with Vonage September 2014, $17.80 month for 2 lines (2 telephone numbers).Auto billed my AMEX card 11 months and never ported either number from AT&T, nor notified me of their failure to port.
Vonage told me they would handle everything on their end and the AT&T service would automatically cancel because the numbers would transfer over...all I had to do was plug the Vonage VOIP in my wall. Meanwhile my husbands is being auto billed by AT&T. Turns out we had never left AT&T (the numbers were still there) and I had been duped into believing I was utilizing Vonage service - which is why I never questioned the $17.80 per month charge on AMEX. The upshot is this: they refused to refund $195.80 (11 months of service) - even after it had been escalated to a 'senior supervisor' level.
They confirmed through their records that there had been absolutely no activity (usage) on the Vonage account and that THEY failed to port the number. I offered an alternative....give me 11 months of free service going forward, port the 2 numbers and we will call it even, No, they would not do that because they don't have a 'billing code' for 'free' ($0 per month), and it was against their policies. Further $17.80 per month was for 1 phone number, not 2 - 2 numbers would double the price to $35.60 per month. Whoa wait one second...I specifically signed up with with Vonage in order to SAVE money over our AT&T bill, not spend more.
I explained that my original sales representative signed me up for a special 2 for 1 deal = $17.80 month (9.99 + tax) - no contract, price never expires and never goes up AND I GET 2 LINES. That deal + the price is what convinced me to switch. Turns out that not only was I defrauded by the company, fleeced/refused a refund of $195.80, but I was also lied to by the 'new customer acquisition department'. My customer retention specialist (cancellation department) refused every remedy I proposed and told me perhaps I could dispute the charges with AMEX.
So AMEX is supposed to eat the cost for their fraud? Doesn't that mean that AMEX customers eat the cost?
My failure to double check their work and make sure they did what they said they would do, cost me $195 bucks.Beware.
PS - the reason it took so long to 'catch' the mistake was because AT&T was being charged to a business credit card held by my husband, Only when he approached me and asked why AT$T was still billing - 'I though you switched us to Vonage' - did I start to investigate and uncovered all of the above shenanigans.
