• Report: #670152

Complaint Review: Vonage

  • Submitted: Fri, December 10, 2010
  • Updated: Sun, March 06, 2011

  • Reported By: kims — orange California United States of America
Vonage 23 Main Street Holmdel,NJ 07733 Holmdel, New Jersey United States of America

Vonage http://tinyurl.com/28c5tjw Will not allow cancellation of account, continued to charge after I cancelled Holmdel, New Jersey

*Author of original report: Vonage settles

*Consumer Suggestion: BBB

*Consumer Comment: I have always thought the whole "Vonage" thing was a scam

*Consumer Comment: Vonage identical scam here

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I signed up for Vonage and for various reasons did not connect or ever use the service. On July 27, 2010 I cancelled the service. This needed to be done via telephone. 

I noticed in November 2010 that my credit card was still being billed by Vonage. I cancelled the credit card. Vonage sent an email stating that I now owed $30.47. The account was cancelled and I was still being billed.

I called Vonage Dec 10, 2010. First I talked to Ro. She asked me to verify my account. I gave her my phone number as requested, and she said that was the wrong number. She asked for the last four digits of my credit card. When I gave her that, she said it was wrong. Now this is the same credit card that they were billing for my service, I am holding a statement in my hand showing the charges. Ro said that she couldn't make any changes to my account until I verified the account. Ro was able to see it was noted on my account that I requested cancellation on July 27, 1010. I asked to talk to a supervisor.

After a long hold, Amy no. 52146 (or 12546 - she couldn't be sure) came to the phone and we basically went through the same as Ro. After much discussion Amy finally stated that I had the correct phone number (I've had the same land line number for many years) and that she could verify my account, and would cancel it.

I then asked about the charges since July. I would have to dispute those already made, but let's at least reverse the charge that I owe them. Amy would not agree to any of that. She's sorry, but doesn't have the authority to do that. After much discussion, I asked for someone who DOES have the authority.

After a very long wait, Mark #34029 came on the line. We went through the same exact conversation although he did acknowledge that I'd verified my account. But can you believe it - Amy #52146 had NOT cancelled the account!

Mark started going through the cancellation process. I asked for something in writing, or a cancellation number. He assured me several times that he would take care of it. i insisted, he kept trying to pass me back to Amy, etc. He said he had emailed a cancellation number but I had not received the email before he transferred me back to Amy. I had to insist before I got the cancelation email. I am certain that Mark was trying to deceive me into believing that Vonage had cancelled my account but instead continue charging, as they had done before.

I was given an address to write to Vonage to dispute my charges. I'll get back to you and let you know how that goes.

This report was posted on Ripoff Report on 12/10/2010 10:40 AM and is a permanent record located here: http://www.ripoffreport.com/r/Vonage/Holmdel-New-Jersey-07733/Vonage-httptinyurlcom28c5tjw-Will-not-allow-cancellation-of-account-continued-to-cha-670152. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

Vonage settles

AUTHOR: kims - (USA)

In January I received an email " SettlementVonage@services.vonage.com
Subject: Vonage Class Action Settlement Notice - Re: Acct# Ending in XXX"

I had not acted on it yet, but shortly after this I get a phone call from Vonage about my overdue charges. I stated that I was about to join this class action suit. To make a long story short, they then decided to go ahead with my earlier requests and drop the $30.00 owed PLUS credit my charge card with $125 - something dollars. They did follow through with this.

It is worth noting that I did go through with the process of writing their home office requesting that my current charges be dropped (as they suggested I do when they couldn't help me earlier) in November, but that seemed to be ignored until I brought up the class action suit.

The email address of the class action suit is <CCA@vonage.com>
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#2 Consumer Suggestion


AUTHOR: Cj - (U.S.A.)

Hi there. 2 things. First, I had the same issue but for twice as much money. I had to complain to the better business bureau in their state of licensure. The charges were dismissed. Secondly, there is an active class action currently for people in EXACTLY your class (I read the criteria and since my charges were reversed I did not qualify). Personally, the BBB was easier. What a scam. 
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#3 Consumer Comment

I have always thought the whole "Vonage" thing was a scam

AUTHOR: Steve - (U.S.A.)

Vonage is not really a "phone company".

I say this because you have to have high speed internet in place in order to get their "service".

Want to test this theory?

Call Vonage and tell them you want to order TELEPHONE SERVICE. Then when they ask you if you have high speed internet tell them no. I bet the next thing you hear will be a dial tone.

What a scam.

Why not just get your phone service from the same company you get your high speed internet from?

That just makes sense.

Screw Vonage.

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#4 Consumer Comment

Vonage identical scam here

AUTHOR: Cj - (U.S.A.)

We signed up for Vonage on a month to month basis. When we called to cancel we were told we hada 2 year contract we did not have and that we had to call back on a certain day to cancel. We called back 1 day after the day they designated and they advised us we owed an additional $70 for another month of service. We did not owe this because we did not have A CONTRACT and they were refusing to cancel our service. So I got a supervisor who advised he would waive the charges after I said I would file a complaint with the Attorney General in the state they were licensed to do business in. Not only did he not waive the charges, we are now getting contacted by a collection agency. An elderly family member is also being called by an unethical collection agency saying a restraining order has been filed and wishing her "good luck". Apparently, after researching the phone number 804-767-4880 this is a Virginia collection agency. These people and this scam need to be stopped immediately.

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