I've had it with Vonage - I'm angry and I'm fighting back. Please read my complaint letter to the NJ BBB, FCC, and Attorney General today:
Dear Better Business Bureau: I have a complaint to file against Vonage. Just to set the record straight for you, I am current Vonage customer and we have a Vonage phone line in our home. Phone number: xxxxxxx.
My dissapointment with Vonage began in November when we received a special promo offer which suggested that we add an additional phone line line to our vonage phone plan with 3 months free service and only $9.00 per month for six months for the extra line. We accepted this special offer and added the additional line under my name.
Immediately we discovered that the new line never worked, and they said it had something to do with our cable service box and the wireless router service. I spent many hours on the phone with Vonage tech line trying to get these technical issues to resolve, but we never got a resolution. Since the line would not work, the only option I had was to cancel the non-working phone line. The phone number was xxxxx. I was somewhat disappointed about this because we we were happy with the vonage service but adding an additional 3rd line did not work with our Charter Cable. Vonage runs off internet cable service.
In November, after many attempts to fix the problem, I requested a cancellation of the phone line with the Vonage Service agent. I was advised that they had a "money back" guarantee if the phone line did not work. I exercised this written guarantee. I was instructed to speak to a manager to cancel the account and I was transferred to the manager at that time. I cancelled the service as I was instructed to do. I thought everything was complete. I followed up with a written cancellation also.
A few months later, I began to get billed on my credit card for $31.38. I phoned to ask why I was being billed again? They apologised to me and told me there had been a billing error and I would be credited for the charges to my account. They assured me that my account had been canceled . I waited to see if there was a credit - and nothing. I wrote the company 2 letters asking for a refund to my account. No response. Vonage has billed my account more than $238.00 for phone service that was never working from day one!
Additionally, this was supposed to be a second line at a discounted rate. They continue to take funds from my account and bill me for services. Today was the topper, the manager I spoke with said she would cancel my service today and then she would stop billing me, but that she was also going to bill my account for another $120.00 for a "cancellation fee" .
DId I mention to you that I am a current customer and that we have been a customer for several years? This was a second line we were adding due to a promotion they offered which gives a 100% satisfaction guarantee? I would expect that the guarantee would begin if the phone fails to make or receive telephone calls.
I hope you can assist me with getting this fraudulent billing activity on my credit card account to end, and I hope you can assist me with getting my money back. I also want them to stop from any additional billing to my account.
As for Vonage, I am a consumer who does not back down to poor service and fraudulent business practices. I plan to take every possible action to ensure that prospective and current Vonage customers understand what type of rip off company they are dealing with so they won't have to learn the hard way.
Vonage needs to stop ripping people off like this!
Search google: complaint Vonage
You will see hundreds of customers who have been ripped off just like me. The best thing I found on the internet is an article about the NJ Better Business banning Vonage from Membership in the Organization because of poor customer service ratings and unresolved consumer situations. Many complaints listed at the BBB in NJ have never been resolved.
I find it interesting that Vonage continues to RIP People OFF, since the office of the Attorney General in J** Jersey Fined Vonage a huge amount of money for similar activities : READ VONAGE THE FILING BELOW
Customer"Zulima V. Farber, Attorney General
Division of Consumer Affairs
Kimberly Ricketts, Director
For Immediate Release:July 18, 2006
For Further Information Contact:Kara Wood 973-504-6327
Vonage Agrees to Pay Penalty and Resolve Consumer Complaints Under Agreement with Attorney General and Consumer Affairs NEWARK Vonage Holdings Corp. (Vonage) has agreed to pay New Jersey $45,945 under a settlement stemming from a Division of Consumer Affairs investigation, Attorney General Zulima V. Farber and Consumer Affairs Director Kimberly Ricketts announced today.
Vonage, a Delaware corporation with an office in Holmdel, offers local and long distance phone services. As part of the settlement, Vonage agreed to comply with state laws, rules and regulations regarding future sales and marketing of merchandise including, but not limited to, the New Jersey Consumer Fraud Act, the Advertising Regulations and the Do Not Call Law. We must ensure that consumers are provided with clear disclosure of all terms and conditions so they can make informed decisions, Attorney General Farber said. This agreement will help do just that while also enforcing the Do Not Call Law and providing for the resolution of pending complaints.
To date, Consumer Affairs has received 167 consumer complaints against Vonage concerning its business practices. Under the settlement, Vonage has agreed to attempt to resolve all pending consumer complaints, with each consumer having the option to submit the matter to binding arbitration before the Division's Alternative Dispute Resolution (ADR) Unit if the company's offer is not acceptable. For the next 12 months, the Division will forward any additional complaints it receives to Vonage for resolution.
We expect that any company that solicits business from New Jersey consumers will abide by all applicable laws and regulations, said Director Ricketts. In this instance, we are pleased that Vonage has resolved to abide by our laws, including the Do Not Call law and the Consumer Fraud Act, in the conduct of their business with New Jersey consumers. As part of the settlement, Vonage also agreed to: not use any type, size, location, illustration, graphic depiction or color in any advertisement or other marketing materials which obscures terms or conditions; specifically designate within an advertisement which merchandise has special or limiting factors relating to price, quality, condition or availability; and abide by the Do Not Call Law and pay the required telemarketer registration fee. Deputy Attorney General Jeffrey Koziar represented the state in this matter. ###
If you have been ripped off by Vonage, I urge you to follow through with a formal written complaint.
It's easy to do: Google the following names and look for the link to file a complaint.
You can file with the Federal Trade Commission
Better Business BBC in NJ or your state
Public Utility Commision
Attorney General Office - NJ or in your state
Caroina Beach, North Carolina