Report: #1042341

Complaint Review: Vonage

  • Submitted: Wed, April 10, 2013
  • Updated: Wed, April 10, 2013
  • Reported By: joraj — Spokane Washington
  • Vonage
    23 Main Street
    United States of America

Vonage cancellation scam Internet

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   On April 10, 2013 I called Vonage about a $100 restaurant gift certificate that had been offered to us at the time we
signed up for service on December 29, 2012. I had called them twice before the first time to find out at what date we would get the gift card. At this point we were told it would arrive at the end of March. When It did not show up we called
once again, this time the agent told us it would arrive by April 6, 2013. We called them back once again on the 10 at which time I was told that after re-searching it we would not qualify for the gift certificate until we had been with them for five months rather than the three we had previously been told. At this time I truly became upset, not some much about the gift certificate but about all the different stories I was being told. I was extremely frustrated about getting so many different stories and told the agent I had never had such bad customer service and that I would be contacting the BBB and several other watch group agencies and maybe I should just cancel my service with them. I did not at this point ask for my service to be canceled, and the agent did not ask me if I wanted to cancel my service at this time or explain what the consequences would be of canceling the service. Nothing more was mentioned instead I asked to speak to a manager and was placed on hold. After about 15 minutes on hold someone picked up and when I said hello they hung up. So I called back and
demanded to talk to the manager and once again had to go through the entire story before they would connect me to the manager. Let me point out that at this point they said nothing about me having canceled my account. Once again I
was put on hold to wait and after about ten minutes someone once again picked up the other end and hung up. This is when my husband noticed that we had been sent an email from Vonage telling us that our account with them had been
canceled. Our phone service was cut off instantly. We also then noticed that they had charged our card $115.63 So I called back on my cell and for the third time went through the entire story at this point I was sent straight to a manager.
After telling her the situation that our account had been canceled and we had not made that request she told me there was nothing she could do, I asked to talk to the person above her. The phone was answered by another woman who told
me  she was at the corporate office that the account should not have been canceled and that they would get the situation
taken care of. She told me she would go over everything with her supervisor and call back in about an hour. She called back and told me her supervisor would call me back in half an hour. I waited for the call for almost two hours at which point my husband called Vonage back. The agent he spoke with told him that we had canceled our account because we could not afford it anymore. We have no idea where that came from, as my husband tried to explain the situation she said it was noted in our account history that we had asked for it to be canceled. So he asked her to prove it by letting us listen to the recorded
phone conversation where we asked for it to be canceled. Of course this was not possible because they do not allow customers to hear those. Once again nothing was solved.  I once again called back and after going over the story again they transferred me to another department. To speak with Bonie Surnam (not sure how to spell it) whose ID # is 58863.  I told the story once more at which point he told me there was no need to call corporate because he could take care of the
problem. He said that they would refund the $115.63 and get us a new account set up. According to him they cannot re-open the previous account. So we would have to pay the $19.96 to join again but of course they would reimburse us that
amount in 3 to 5 days. At this point I asked to just be transferred back to corporate so I could deal with them. He informed me that it was impossible for him to do that because they do not even have corporate number. As matter of fact according
to him he did not believe that I had even talked with them because the agents would not have their number either. At this point I was becoming more and more frustrated with the continuous lies and varying stories. This is when he starts
pushing me to open a new account, we have to act fast or your old number will be reassigned. He continued to reassure me that all the money including the 19.96 and the 115.63 would be refunded to us. I told him I did not believe him and
wanted to talk with my husband first to see what he wanted me to do. I finally told him to just refund the 115.63, for canceling when we were not the ones to cancel the account. He tells me at this point that he cannot because it is
company policy that if a person asks to speak to a manger and does not connect with them their account is canceled automatically. What a scam you ask to be transferred they hang up on you and collect cancellation fees. The only way for us to avoid the fee was to sign up and pay them more money. So I just hung up. We just want them to refund the 115.63 they charged because they canceled our account. As well as the rest of the money that we paid to have service through the month of April about $13.00 which we got by dividing the amount we paid by 30 days and then times that amount with the 20 days we will not have service. They should give us the gift certificate as well that started this whole mess but we will settle for the refund of our money.

This report was posted on Ripoff Report on 04/10/2013 08:36 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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