- Report: #308277
Complaint Review: Vonage - Internet
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Vonage
vonage.com Internet, U.S.A.
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Vonage REFUSES TO CANCEL MY ACCOUNT Adrian, employee # 010071, refused to cancel my account without me agreeing to $45 CANCELLATION FEE. I never agreed to this fee and refused and I want out! INTERNET
Vonage phone # was 646-415-8487. After 15 minutes on hold, a customer service rep came on and gave me a very hard time. He kept insisting my request to cancel was not valid because he could not find my account in his system. I asked for a supervisor, and he said the supervisor would not take my call because I was not a valid customer. I told him Vonage has been billing my account monthly for the past year and I have a Vonage phone number so this all seems valid to me, and then I demanded he immediately cancel my account.
He put me on hold again, returned and then demanded additional information from me such as the exact amount and date of my last bill. I am at work and do not have that information. He asked me the plan type I had, and I told him, but he demanded to know how many outgoing minutes I used in the past month. I told him this was ridiculous, he had my account there and was to cancel it immediately.
He then said I first had to agree to a $45 cancellation fee. I refused and told him to immediately cancel my account. He kept insisting I first agree to this $45 cancellation fee, which I never agreed to when I signed up for Vonage, therefore I refused. I demanded my cancellation number and his information, which is as follows: Account cancellation number: 17861691 Customer service rep info: Adrian, employee # 010071 If further charges appear on my credit card from Vonage I will dispute them with my bank and charge them back.
I would like this matter investigated by the BBB. Vonage service has always been terrible and full of static, we have hardly been able to use it, and their customer service has never been able to help. We want our affiliation with them to immediately stop with no further grief or demands from them. Please help resolve this matter. Thank you.
Melanie
New York, New York
U.S.A.
He put me on hold again, returned and then demanded additional information from me such as the exact amount and date of my last bill. I am at work and do not have that information. He asked me the plan type I had, and I told him, but he demanded to know how many outgoing minutes I used in the past month. I told him this was ridiculous, he had my account there and was to cancel it immediately.
He then said I first had to agree to a $45 cancellation fee. I refused and told him to immediately cancel my account. He kept insisting I first agree to this $45 cancellation fee, which I never agreed to when I signed up for Vonage, therefore I refused. I demanded my cancellation number and his information, which is as follows: Account cancellation number: 17861691 Customer service rep info: Adrian, employee # 010071 If further charges appear on my credit card from Vonage I will dispute them with my bank and charge them back.
I would like this matter investigated by the BBB. Vonage service has always been terrible and full of static, we have hardly been able to use it, and their customer service has never been able to help. We want our affiliation with them to immediately stop with no further grief or demands from them. Please help resolve this matter. Thank you.
Melanie
New York, New York
U.S.A.
3 Updates & Rebuttals
Bam
Bangor,Maine,
U.S.A.
Current Customer
#2Consumer Suggestion
Thu, February 28, 2008
I have been with Vonage for 3 years now. I wouldn't change unless they went belly up. The service is great here, and I have let the grace period go for 2 months, and they STILL didn't pause the service. I agree with the above... If there was static, it was probably the ISP, and not Vonage.
Brad
Evansville,Indiana,
U.S.A.
Present customer of vonage.
#3Consumer Suggestion
Mon, February 18, 2008
I have been with vonage for over 2 years now. I have had more then one account with them. I have switched my brothers account over to my name without prior approval from him even. The trick is to call during night shift when you get the customer service reps from the philippines or where ever they are. Then you can explain yourself and demand to get whatever your wanting out of them. Don't hang up until your demands are met. As for the cancelation fee that is easy to get out of just complain in a friendly but stern manner. On a side note if your vonage phone doesn't work right after adjusting the online settings then it is usually because your internet doesn't have enough bandwidth to handle the phone service. The service is great and the price and features can't be matched. Also if you refer enough people to sign up you may never have another phone bill. All you have to do is get 1 person a month to sign up and you will always have a free phone bill for as long as you get your 1 person to sign up every month. I have done this a few times and it works great. Anymore questions email me. (((ROR REDACTED))) CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.
Wilson
Walnut Creek,California,
U.S.A.
You did agree to the Disconnect Fee. Read Vonage Terms & Conditions.
#4Consumer Suggestion
Tue, February 12, 2008
Always read the Terms and Conditions before signing up for any phone service. http://www.vonage.com/help.php?article=362&category=58&nav=6 Charges Does Vonage apply a disconnect fee? "Yes. Vonage will apply a $39.99 disconnect fee to each line that is canceled within two years of being activated. If you cancel within the Money Back Guarantee period of 30 days, return your device within 14 days of your cancellation, and satisfy the other conditions of our Money Back Guarantee the disconnect fee on the initial line ordered will be refunded."
