• Report: #877097

Complaint Review: Vonage

  • Submitted: Wed, May 02, 2012
  • Updated: Fri, May 18, 2012

  • Reported By: Vonage Victim — North Carolina United States of America
New Jersey Internet, New Jersey United States of America

Vonage Vonage continued billing after cancellation ($1733.00)!!! Internet, New Jersey

*Consumer Suggestion: Seek outside help

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Vonage was my voice over IP provider for two separate
lines.  I contacted Vonage on September
16, 2010 to disconnect the service, as we no longer needed it and were
relocating to another state.  When I
phoned in, I did not have my pin number, so I was told to read the MAC Address
off of the Vonage equipment to the customer service representative.  Over the last 22 months my American Express
credit card has been billed $78.81 per month. 
I have contacted Vonage approximately 5 to 7 times in the last 22 months
regarding this issue.  Each time I am
told that the card will be reimbursed and that I will receive a confirmation
e-mail regarding the disconnect status. 
These e-mails never come. 
Yesterday, May 1, 2012, I initiated another disconnect and have yet to receive
an e-mail confirming this. I informed Vonage that if I did not get a refund of
the money that was stolen from my American Express account by them, that I
would move forward in contacting your organization and many others until Vonage
satisfies their debt to me.  I was
informed today, May 2, 2012, that Vonage would only reimburse me for the last
60 days.  This fact alone clearly shows
Vonage's attempt to pacify a customer that they have wronged with a "low
ball" figure.  I have tried to be
polite, courteous and professional when speaking with their customer service
representatives in light of the fact that they have lied to us time and time
again.  I was told by Vonage that they
have no record of any disconnect being initiated by us EVER.  They also stated that the only record they
have of me contacting them was in June of 2010 for "technical
issues".  I confirmed with Vonage
that all of their phone calls regarding customer accounts are recorded.  I asked them time and time again to please
pull up those records.  Their response to
me was that there are no records to pull up. 
I invited them to look at the account over the last 22 months to prove
that there has been no activity and that the Vonage telephone modem has not
been plugged in at any point in time over that 22 months.  Three separate representatives from Vonage
(Lynn, Michael and Pauline) have confirmed that there was no account activity
during that period of time. It should be noted that Vonage has also managed to
access my American Express account even after changing the card numbers to
avoid their "auto-Billing".

This report was posted on Ripoff Report on 05/02/2012 10:10 AM and is a permanent record located here: http://www.ripoffreport.com/reports/vonage/internet-new-jersey-07733/vonage-vonage-continued-billing-after-cancellation-173300-internet-new-jersey-877097. 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 Consumer Suggestion

Seek outside help

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

Something very similar happened to me, apparently Vonage is known for this. I do not know if you were able to get this completely resolved, but if not you should seek outside help. Vonage customer "service" is horrific, you can try to contact the "executive team" at http://www.vonage.com/corporate/corp_contact.php

If they are unable or unwilling to help, you can file a report with the Better Business Bureau (bbb.org) and the FCC (fcc.gov). There is also safeworkplace.com, and of course sites similar to ripoffreport.com. You can also find Vonage on twitter (ironically this was the quickest response I received). If you have not been fully reimbursed I strongly suggest you do everything possible to do so and accept nothing less than the full amount.
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