Vonage has gotten so big that they are now employing 3rd party marketers to sell their services and they have outsourced many of their other services too.
By outsourcing they have opened their doors to fraudulent affiliates that make claims that are not valid and that close their doors after they make a sum of money, leaving the customers that signed up through them with contracts that are not what they seemed to be.
I signed up from a recommendation and use the phone number 1-800-4-Vonage to do so. The offer was very good and was to good to be true in reality. I was told that my bill would be something like $19.50 a month depending on how many calls were made. The charges after 6 months rose to $37.13 a month and when I realized this I called the 1-800-4-Vonage number in July and cancelled my account.
In August I discovered that I had been billed $40.00 by Vonage and called the 1-866-243-4357 number to complain and ask for a refund. They refunded the $40.00 on August 10th but charged me another $37.13 on August 19th. I was unaware of the new charge because I assumed that my account was canceled. It was not.
On September 30th I discovered that Vonage had charged me again $37.13. This discovery was only because I was checking my bank account online and saw the 2 unauthorized withdraws.
I called Vonage 3 times and spoke with a total of 4 people. I kept telling them that the first lady had found a record of the August 10th phone conversation where I said that I had canceled and that they should not be billing me. I also requested another cancellation at that time.
The first supervisor that I talked to, Giovanni, was loud, aggressive, and rude. He told me that my account was still open and that I would not receive any more refunds. I asked to speak with his supervisor and he lied to me and told me he did not have one. I told him that I knew better and the everyone has a supervisor. Giovanni would not give me his full name or his ID number.
Finally he forwarded my call to someone named Wilson ID number 26914, and Wilson told me the same thing "No Refund". This was not acceptable to me and I told him that I wanted to speak with someone above him. He gave me the email of a firstname.lastname@example.org.
They did cancel my account, but I went to my bank and put a stop on any further charges to be safe. I also filed a dispute of the last 2 charges and will hopefully recoup these. I will never recoup my loss of time, the frustration, and anger that I had to endure.
The original phone number that I used to signup and to cancel the account is no longer in service and Wilson told me that it was not one of their official phone numbers, but a third party number.
For 3 months Vonage refused to cancel my account.
Vonage continues to use third party affiliates to market.
Vonage has made 2 unauthorized charges to my bank account.
Vonage has refused to refund the money that they stole from me for services that I did not use.
Vonage has one of the worst customer service departments of a service oriented company and this will be their demise if enough people complain.
When a company repeatedly makes unauthorized charges to someones account it is THEFT and it is FRAUD.
I believe that this is an intentional SCAM. They believe that the amount of money that they take in for the fraudulent recurring billing of canceled accounts justifies their actions.
I advise anyone who wishes to cancel their account to document the dates, times, and the duration of any calls to Vonage; record the names and ID numbers of anyone you speak with, and file a complaint with the FCC, this site, other scam sites, and your bank or credit card company.
You should also file a chargeback and dispute any charges made to your account after it is canceled.
These types of companies need to be held accountable for their actions and their policies. They need to feel some of the pain that they are causing their customers that wish to cancel.