- Report: #1069872
Report - Rebuttal - Arbitrate
Complaint Review: Vonage
Vonage Vonage, VoIP, Misrepresentation, False Advertising, Lied about Price, Unauthorized Charges, Promotional Offer Lie Internet
*UPDATE EX-employee responds: Actually...
*Consumer Comment: Your Vonage experience sounds VERY simular!
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My wife and I were at a cultural event and saw a VOnage kiosk. We spoke with the salespeople. They were offering unlimited domestic and international calling, including the modem and a 3-handset VoIP phone set for $9.99 and would waive the $29.99 startup fee. We signed up.
Vonage was very professional about getting our phone number ported over. We receive several emails throughout the "courting", including one that showed our plan was month to month, $9.99 for unlimited domestic and international calling. I still have that email.
Our service has been rock solid over a Comcast connection, and call clarity it comproable to our land line.
The first bill, charged to our credit card, was $17.87. The rest is apparently "Taxes and fees". Okay. I let that one slide. Like I said, the service has been good, and it's still cheaper than what we were paying CenturyLink.
This month, they charged us $36.03.
I sent an email through their web interface. They called me within 15 minutes. First the operator who called me, then a "service specialist" (or something like that) and finally a supervisor all tried to tell me that $9.99 was a promotional offer for three months, and that the people at the kiosk must not have explained that well. I told them they didn't explain it AT ALL, because, if after three months, I'd just be paying the same rate I was paying to CenturyLink, it really wouldn't have been worth the effort or risk. They told me that I must have misunderstood, because it was emailed to me. I asked, but all three of them failed to provide me with documentation showing I agreed to $9.99 a month as "promotional" offer. I signed nothing agreeing to that, and they could not provide evidence to the contrary. In fact, their own Order Confirmation email clearly shows:
Vonage Plan: Vonage World Plan Monthly
Plan Charge: $9.99
Payment Method: Credit Card
Service Agreement: Month to Month
Order Total: $17.87
I wish to dispute the charge with my credit card company, but of course, when I win, Vonage will just turn off my phone service. The supervisor essemntially threatened to do it while I was on the phone with him tonight.
Moral of the story: Vonage clearly misrepresents their pricing in order to get new customers. This is frustrating, because the service is actually good and their web interface is very cool. The thing is, if they had been up-front about the promotional plan, they probably wouldn't have gotten my business, and I imagine that's why they lied.
I'll post more as my case develops.
This report was posted on Ripoff Report on 07/24/2013 07:51 PM and is a permanent record located here: http://www.ripoffreport.com/r/Vonage/internet/Vonage-Vonage-VoIP-Misrepresentation-False-Advertising-Lied-about-Price-Unauthorized-1069872. 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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