Vonage Dishonest Billing Practices, and they don't deliver on their promises. Internet

THE HORRIBLE THINGS YOU HAVE HEARD ABOUT ARE TRUE!!! A friend referred me to Vonage because she had a relatively positive experience with them. I called on 2 different occasions to ask questions. When I first spoke to the people at Vonage about the phone service, the service reps were really nice, but I still wasnt convinced. Then one day about a week later Vonage called me.

I was offered "2 months free" to try out their service. I was promised I could "cancel anytime in this 60 day period" and it would cost me nothing, except the shipping fees to return the hardware. I took very detailed notes about my conversation with the representative to clarify all that she offered me. I felt comfortable because of the "Money Back Guarantee".

When I realized that I couldn't get collect calls - which is a requirement for me because I have a step-daughter whose mother makes it impossible for her to call me any other way- I decided to cancel the service, with 3 days left in the grace period.

I called to cancel service, and the people who had once been so friendly and spoke fluent English disappeared and suddenly I left with rude people who were hard to understand, and who were clearly reading from a script becasue no matter how many people I sopke to they all said basically the same thing in the same broken english. I had to repeat everything I said several times.

They 'accidentally on purpose' hung up on me several times, told me their computers were down, and that I would have to call back. This took up the better part of three hours, including all the hold times and transferring me from department to department. After holding for 15 minutes again, I decided to research them a little further on the Web, and man I wished I read some of these reviews prior to signing up with these sharks! This only made me want to cancel even more. But now it was after hours, so I had to wait another day.

On the 2nd day I had a rep on the phone for 30 minutes who continued to offer me products even though I made it very clear that I wanted to cancel. and told me that she was the supervisor and that she couldnt give me the name of anyone "higher up" than her. I was then told that that I was required to pay a cancellation fee! This is in direct contrast with what I was promised!

I was told repeatedly that I wouldn't have to pay if it was cancelled within the 60 day period. The rep told me that although she could see that I had been given the 60 days free service, and all over their website they offer 60 money back guarantee, she couldnt see any notes that indicated that I had been promised 60 days!! I asked her over and over again how she felt this was logical. She could not answer.

Then I flat out told them that they were purposely deceitful and I recommended that she attend church this Sunday and ask God to forgive her for being part of a company that strategically takes money from innocent people who were merely trying to get them to deliver on the goods/service promised.

I am currently having my bank fight with them for the $100 in fees they charged, as I didn't authorize it.

Oh and 1 last thing, right before the rep hit the 'disconnect' button on my phone number she said "okay, are you sure you want to do this because once I deactivate this number, I can not go back and turn it on again...." I laughed at this because I am thinking there is no way in HELL I would ever need her to re-activate the number. I tell her "Yes, I am sure". So she cancels it, gives me some more empty apologies and then says "Well, if you ever want to come back to Vonage you have 90 days to reinstate your phone number..." At this I laughed because that's all that I had the energy to do. I'm telling you, I have never dealt with a company that tells blatant lies, and then seconds later tell a lie that contradicts the last lie.

Charlene
Phoenix, Arizona
U.S.A.