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Report: #433011

Complaint Review: VONAGE - Internet

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  • Reported By: Edison Georgia
  • Author Confirmed What's this?
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  • VONAGE vonage.com Internet U.S.A.

VONAGE, VONAGE FRAUDULENT FALSE PROMISES-CHARGE CREDIT CARD WITHOUT POVIDING SERVICE Internet

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I recently order phone service with Vonage on March 9th 2009. Given that VONAGE is a digital phone service, I was told that they will hook me up with Comcast internet service, since we needed cable internet to use VONAGE.
I was trnasferred to a department in VONAGE that will order my digital service with Vonage as well as place an order for internet with COMCAST. My husband and I we both particularly emphasized to the salesman of VONAGE that we never had cable before at our home. He assured us that COMCAST covered our area and that they will install the cable for us for $33. It was thus our understanding that it was sure that we are getting COMCAST cable internet to use VONAGE digital phone service with.

We went ahead an placed both orders based on that assurance that we ARE getting internet service through Comcast placed by an order through VONAGE. The salesman told us that our credit card would be charged in a few days after the item is shipped, since we had to order the phone adapter to use with cable internet which we were suppose to get with COMCAST. And that it will be $31.05 inlcuding the UPS ground shipping, one monthe service in advace and for a refurbished phone adaptor. It was our understanding that we would be charged for services offered and that there was a guarantee for interenet and thus phone service. The salesman assured us that Comcast do provide internet services t our area and that he checked availability online. So we trusted him!!! He forwarded all our information to COMCAST for the order. He said that we had had nothing to do and that the order was placed for us with COMCAST through a Company called White Fence.

Yesterday March 10th 2009, just a day after we placed the order, COMCAST emailed us to inform us that order was declined. This because COMCAST DOES NOT SERVE OUR AREA. We were surprised as the reason we signed with VONAGE and gave our credit card information, was because the salesman told us that we are guaranteed to get cable internet service with COMCAST through a complany called White Fence. We obtained that emailed yesterday evening.

We immediately called VONAGE to let them know of the situation and we foun out that THEY HAVE ALREADY CHARGED OUR CREDIT CARD, this with them knowing that there was a possiblity that our order could be denied with COMCAST based on availability of cable internet in our area. We also called COMCAST and they told us that they do not even serve close to our area, they never did and that could be checked on their website. We even checked the white Fence website then and put our address and availability was not available too.

The thing is that how could this VONAGE salesman who checked the availability suggested COMCAST and place and order with them, when they do not even provide cable internet service in aour area?!!! AND HOW COULD VONAGE CHARGED OUR CREDIT CARD BEFORE MAKING SURE WE COULD USE THEIR DIGITAL PHONE SERVICE. WE JUST CANNOT USE IT WITHOUT CABLE INTERNET AND THEY KNEW THAT!! THEY COULD EASILY FIND OUT ONLINE WITH COMCAST WEBSITE BEFORE FOOOLING US INTO GETTING PHONE SERVICE WITH THEM AND CHARGED US BEFOREHAND!!!

I called them just after a day I placed the order on March 10th to cancel my order!!! YES NOT SERVICE, since I never had one, but my order!!! The Account Management girl from VONAGE told me that they will charged me cancellation FEE!!! YES FOR THEIR MISTAKE AND MISGUIDING US ABOUT COMCAST AND PLACING A BOGUS ORDER FOR US!!! I told her that I do not nor will I authorize us to charge the $39 cancellation fee since it was their mistake and not mine and that I NEVER HAD SERVICE, neither has received their phone adaptor yet.

Last night when I called VONAGE they told me to refused the shipment of the phone adaptor as I DO NOT NEED IT WITHOUT HAVING COMCAST CABLE INTERNET. And that VONAGE was not supposed to charged my credit card before their was assurance that I would get service. It very logical to me that a company cannot charge someone before service starts or their is assurance of service. But VONAGE IS A BIG CHEAT AND THIEF that do not want to take responsibility and do their job.

I asked to talked with a supervisor and told him that I wil not pay for the service nor authorize him to charge their bogus cancellation fee, since I never had serice due to their fault. He gave me the usual company procedure song. I told him we are talking of an immediate cancellation of order here not service, because I cannot use your phone service without the promised cable internet. I told him that I previously asked their agent alst night to cancel any shipment to my address since I want a refund. At that time they had only sent a bill to UPS. It did not leave their company yet. She told me they would in the morning and that she was putting a note regarding that. Apparently that was not done and the shipment just left VONAGE this morning and was in transit.

I asked the supervisor to redirect the shipmen back since I did not want something that I cannot used! He told me that their procedure do not allow them to contact UPS ( a bogus claim). I tols him that they should take their responsibiities and give me an immediate refund. He said that I have to returned the phine adaptor!!! I said to him that VONAGE has already caused me a lot of hassle and that they should take the blame not me and pay for return shipping. I told him that I will refuse shipment and ask the UPS driver to return to sender. The VONAGE supervisor did not want to make an immediate refund nor contact UPS. He just wanted me to do HIS job and wai for 3 WEEK before I can get my money back.

Apparently it will take 2 weeks for UPS to send it back and then YEAH, I have to call VONAGE to remind them of my refund and they will then manually refund it and it will take 5 days. He told me not ot cancel it now, for otherwise they will charged me the $39, like a blackmail. I have to call them when the phone adaptor return to them since they cannot keep up with it themselves and DO NOT HAVE A SENSE OF CUSTOMER SERVICE OR SEEM TO WANT TO HELP THE CUSTOMER BUT THEMSELVES. THEY GOT MY MONEY NOW, NOW THEY DON'T CARE.

THEY MADE THE MISTAKE, I DID MY SHARE TO CANCEL THE ORDER AND NOW i HAVE TO WAIT 3 WEEKS TO GET MY MONEY AND WAIT TO GET A DIFFERENT PHONE SERVICE, SINCE THEY HAVE MY MONEY.!!!! I hpe that after the 3 weeks they won' t tell me that I DID NOT CANCEL ON TIME!!! FOR ELSE IT WILL BE A CLASS ACTION.

We should all ally and give sue them for illegal business practice...I will also conatct Cosumer Affairs and report them. I called UPS and told them to returned their equipment to them. SO MUCH HASSLE JUST BECAUSE OF VONAGE INCOMPETENT SALESPERSON, SUPERVISOR AND CUSTOMER SERVICE!!!

VONAGE IS A VERY FRAUDULENT COMPANY AND THEY HAVE VERY POOR CUSTOMER SERVICE.

Mary
Edison, Georgia
U.S.A.

This report was posted on Ripoff Report on 03/11/2009 10:02 AM and is a permanent record located here: https://www.ripoffreport.com/reports/vonage/internet/vonage-vonage-fraudulent-false-promises-charge-credit-card-without-poviding-service-inte-433011. 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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