• Report: #456819
Complaint Review:


  • Submitted: Sat, May 30, 2009
  • Updated: Sat, May 30, 2009

  • Reported By:New York City New York
customercare@vonage.com New York City, New York U.S.A.

Vonage Refuse to disconnect or discontinue services as requested by me. New York City New York


*Consumer Comment: This may help...

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I have asked vonage to disconnect my telephone service on both phones since april 10, 2009, but they refuse to accept my request. stating that i requested or elected to stay with them this of course is not true. when i asked how this is so they referred me to the on line account or customer service that request i pay the bill. i've even tried having my service switched but they are blocking me. I do not want their service it's inferior. i can never have a complete conversation with incoming or outgoing calls, because I could never hear what the other party was saying nor they me. one year of that is more than anyone should have to pay for.

New York City, New York

This report was posted on Ripoff Report on 05/30/2009 08:39 AM and is a permanent record located here: http://www.ripoffreport.com/reports/vonage/new-york-city-new-york/vonage-refuse-to-disconnect-or-discontinue-services-as-requested-by-me-new-york-city-new-456819. 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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#1 Consumer Comment


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

I cancelled my service in January, and they STILL kept billing me. In fact, I had to cancel the card they were charging and get a new account number. When you try to explain to them that you cancelled service, all of a sudden they have no record of it.

What jarred their memories and ability to locate my cancellation was a nice Intent to Sue letter from a very prominent San Francisco consumer attorney. Haven't heard from them since.
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#2 Consumer Comment

This may help...

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

Unfortunately, Vonage is at the mercy of your internet connection, if your internet connection is poor then then you Vonage service will be poor.
But, since you want to cancel, go into your online account and change your billing information to a ficticious number... You may have trouble coming up with a credit card number that the system will accept, so you can change the bank account information to a invalid routing number (9 digits) and an invalid checking account number, this is not the most ethical thing to do, but the chance of you actually choosing a valid routing number and checking account number are not very good. Once that is done, call Vonage and be prepared for the following:
1. You will talk to someone in the Phillipines who will try to convince you to stay
2. They will then transfer you to New Jersey where the Advanced Operations Technician will be told that you want to stay with Vonage and want to work with them to get your service working properly (the new rep will know that the person transfering the call is lying about you wanting to stay with Vonage, but they have to take the call anyway).
3. The Advanced Operations Technician will then give you the BS that they are sorry for you trouble (they are really not sorry, just something they have to say to keep their "scores" up) and you will tell him that you just want to cancel.
4. They will place you on hold while the get someone back in the Phillipines to cancel your account (they have a direct extension to dial, so you wont have to wait too long).
5. The person you are now transfered to will then try to convince you to stay with Vonage and this entire insanity will be repeated, for many times.

BUT... You will not be charged any additional charges, because you changed your billing information... But, your account can still be put into collections for any incurred debt. You could then speak to Vonage's Executive Response Team and have them "look into this", most times they will resolve this kind of issue in your favor.

What ever you do, keep a log and write down who you are speaking with Name (Phillipines will most likely give you an "American" name), Employee ID (ALL reps have them in all support centers), Time and Date. If you write to them or if they write to you, print out a copy and keep it in a safe place.

BTW, I am NOT a Vonage employee (but I used to be).

I hope this helps, I hate seeing people getting ripped-off!
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