Vonage Phone Company Vonages gross negligence and shady dealings, with an excellent customer whom paid them in full for a service and product that was never provided. Internet, Internet

Vonage World Plan Overseas Phone Service                                                  27 March 2010               

www.vonage.com

1-866-243-4357

Allen ****

(((email redacted)))

Phone: (((redacted))); Afghanistan

     On 17 January 2010, I purchased a full one year service and Vonage V-Portal digital phone adapter with 1 port router, from Vonage.  I placed this order on the phone and PAID IN FULL

$325.00 with my credit card.  My Vonage account number was *******811 and my temporary Vonage phone number was (((redacted))).

     PHONE CALL #1:  Once I arrived in Afghanistan I had difficulties getting the Vonage device to operate.  After a one hour phone call with a Vonage technician, she concluded there was nothing further she could do to get it operating.  I discovered later from my cellular phone bill that I was billed $240.00 for that call.

     PHONE CALL #2:  On 09 February 2010, I called Vonage Customer Service, (Dwight), and informed him that I was terminating my complete service plan and returning the Vonage V-Portal digital phone adapter with 1 port router for a FULL REFUND back to my credit card.  I ensured that he acknowledged that I was still within my 30 days from order date, cancellation window, for a full refund.  Dwight informed me that my account was canceled at that time.  Then I asked him for the Return Voucher Number and the Return Address to return the Vonage V-Portal digital phone adapter with 1 port router.  He gave me the return address; however, he said that they would have to e-mail me the Return Voucher Number, because he didnt generate it there.  He said it would be e-mailed to me with-in three business days.

     PHONE CALL #3:  On 15 February 2010, I called Vonage Customer Service, (Jim), and informed him that I still had not received a Return Voucher Number (six days later).  He informed me that it would be e-mailed to me that very day because it had already been generated. 

     Vonage e-mailed me a return shipping label from UPS.  There is no UPS here in Afghanistan where I am.  Therefore, I returned the Vonage V-Portal digital phone adapter with 1 port router, via USPS APO.  On 03 March 2010, I received an e-mail from Vonage stating that they had received the Vonage V-Portal digital phone adapter with 1 port router from me.  The e-mail stated that they didnt know why I had sent them the device and that my Vonage account was still active and that I would continue to incur charges on said account.  

     PHONE CALL #4:  On 03 March 2010, I called Vonage Customer Service, (Faye), and informed her of the entire sequence of events that had taken place from 17 January 2010 through 03 March 2010.  She confirmed to me that she saw all of the notes in my file that the other three service representatives had made.  Then she informed me that I would receive a FULL REFUND back to my credit card within three business days.  Conformation # (CG49S1NLE1N)

     The date here in Afghanistan is now 27 March 2010, (24days later).

     Gentlemen, I will contact Vonage no further in this matter.  My next course of action will be to post a FLAG & NOTICE of Vonages gross negligence and shady dealings, with an excellent customer whom paid them in full for a service and product that was never provided.  Vonage refused to grant a refund as stated in your advertisement and receipt paperwork.  The three public sources that I will file and post this letter with are; The Better Business Bureau, RIPOFFREPORT.com., and AKO Online, the U.S. Armys website.  I know that many of your Vonage World Plan customers are soldiers serving their country overseas, as I am.  I will also be contacting my attorney that I keep on retainer.  I am a man of principal and will not be taken advantage of in this manner.  I know that the bad publicity that will be generated from these postings alone, will cost Vonage much more that the $565.00, the amount that I have invested in this bad decision to become a Vonage customer.

I wish I could say, thank you for your time and assistance, but I cant.

Respectfully and still serving our great nation,

Allen ****

Ret, Special Forces

United States Army