Vonage After three years of service Vonage upgraded my plan and withdrew more money from my bank account without my permission, even though ive only made one call on my phone in the last year. Internet
0Author 0Consumer 0Employee/Owner
I ordered Vonage three years ago. The unlimited local calling plan was 14.99 (plus taxes, fees etc. Apr. $18.50) and the contract was for two years, you can only pay by having the co. take money directly from your credit card/bank account, thats the first no no. Later on i noticed they were withdrawing more (18.99 +tax & fees, apr. $26 in total) and i was never notified of an increase. I called and was told the rates went up so i said i wanted to cancel and they offerred me the original $14.99 + fees with but with less minutes, i accepted even though iwe use our cell phones and don't use a home phone. Then months later i noticed they had been withdrawing more money ($28) which i didn't notice for three months. The past year i only made one phone call so i called to cancel and find out why they took more money. I was told that the previous deal they offerred was just for a limited time which had never been mentioned and heres an even bigger shocker as to it going up even more, she said Vonage "automatically upgraded customers to a better more expensive plan that includes international calls". I said " i didn't authorize that" and "did you review my phone activity to see that not only have i never made an international call, ive only made one local call in over a year and the first two years i rarely used my home phone". She said yes i see that but we don't review your calling history we just automatically upgrade your plan. She also admitted they don't send anything to your address, all they do is email you and say you can opt out. I must've missed the small text regardless how can they just decide to upgrade you. I told her i wanted to cancel and she just kept pushing the offer i had before of 14.99 saying but this time it would be a permanent amount and never increase, ya imsure. I said i want my service cancelled now about ten times. Never did she offer a refund of the overcharged amount, not even if i would keep the service. I am just praying now that they don't keep withdrawing money. Theres only a cancellation fee after two years and its been three but ill be watching my account Oh one more thing, when i called it said it would be a 10-15 mimute wait time which it was and when i told the associate i wanted to cancel she said i'de have to speak with a manager since thats who deals with cancellations. Well the wait time to be transferred was another 15 minutes and like a sales person she kept me on the phone for another 15-20 min. In all it was a horrible, long, frustrating, unbelievable, expensive and scarey experience.
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