As an early adopter of technology, I jumped onto the Vonage VoIP bandwagon. I did not have the best experience with the service (lots and lots of dropped calls) which could have been related to my cable Internet service. In any event, I decided yesterday to cancel the service as I no longer even have the modem hooked up. That is when the fun began!
I attempted to cancel using the number provided on their web site 1-866-243-4357 (they do not provide online cancellation). That number eventually links you to a foreign call center where I attempted to explain my desire to cancel at which time they told me to hang up and call a different number to speak with someone who could assist me in canceling my account (at 800-860-5491). There is an automatic recording at this number that indicates a wait time of 25 minutes.
Feeling that this is an absurd wait time, I decided to give my written request to cancel via e-mail to the Vonage customer service e-mail address. I got an almost immediate written e-mail auto response, including the following instructions:
"To cancel your account and provide you with all of the important cancellation information, we need to verbally verify the owner of the account. This is done to protect you from having another person terminate your service without your knowledge. We do not process request to cancel or to make any changes to account via emails we request you to call to Vonage Toll Free at: 1-VONAGE-HELP 1-866-243-4357.
Note their instructions are to call the first (wrong) 800 number that refers you to the "other" 800 number. Isn't this turning into a fun game?! I had read on many "I hate Vonage" message boards that you really do need to go through with this wretched process or risk a run up of your bill. Even if you cancel all Vonage transactions with your credit card company, Vonage considers you an "active" customer and continues to runs up your bill and will eventually track you down for payment.
Therefore, I set the phone on speaker and waited on hold for over 45 minutes! I finally got a real person who was not about to let me cancel (How about a lesser call package? Let me tell you about why our service is better than your current service . . . and on and on . . . ) Finally, with all the patience I could muster, I interrupted his monologue and begged him to please just cancel my service. Since I was a couple weeks shy of 12 months of service, he told me I wold incur a $39 disconnection fee, so "Wouldn't you rather stay a customer for at least another month?" Who in their right mind would change their mind at this point and agree to stay with this company after being put through this run around?
At this point (blood boiling), I began repeating, "I'll pay the fee, just please process my cancellation" until he finally agreed to put through the cancellation transaction. This a.m. I did get an e-mail confirming my cancellation with a $42 cancellation fee (I guess there is tax on the $39 cancellation fee?) and I have never been happier to pay to get away from such a wretched company. Do yourself a favor and NEVER SIGN UP FOR VONAGE!!!