We have had Vonage phone service (I say service sparingly) and have had consistent billing and service issues with this company.
As many have found, when you call their so called "customer service" line you get people who, instead of resolving your issues, they create more. They start by telling you how valuable you are to them and we all know by now that this is not true.
If you are able to get them focused on the issues they very quickly reverse course back to a bunch of babble about how valuable you are.
If we are in fact so "Valuable" to them, than why do they consistently lie to us and try and trick us into staying with them.
My latest go around was back in January when I had had enough of their pathetic customer care and wanted to cancel the service, only to get the proverbial, "you are so important to us" farce and decided to go with the reduced service contract, like their service could be reduced any further, and went with what I was told was the $9.99 a month plan.
This plan was not to be started until this month (March 2008) and January and February (2008) were to be with no charge. The other part of the agreement was that I would receive a $22.00 credit for the balance of my December (2007) payment.
I was led to believe that this credit would be put back on my credit card. Instead, they gave me the equivalent to a store credit which they used as payment for January and February. In reality, I still had to pay for those two months.
To add salt to the wound, they took $18.16 from our account instead of the $13 something that included the $9.99 plus all of their so called fees. The additional $5 or so was for taxes and fees for my January and February bills that, SUPPOSEDLY, I was not being billed for.
I left them on the phone with a "hard to believe" $10.26 credit. Who knows if I will actually see it, or if they will try to charge me a $39.00 + fee that is only supposed to be for those who cancel with in a year (I will keep you informed how this goes).