Vonage Review: Horrible Customer Service

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!!!

Comments

Vonage Complaints

I have been reading consumers' posts regarding Vonage's practices. I work for a consumer rights law firm and I'm investigating Vonage's actions. I would like to hear from consumers about their  experiences with Vonage.   If you are interested in sharing your story, please email me at abby1100ny@yahoo.com.

Vonage! Worst company ever!

Hello,

I hope you are still getting gathering information on Vonage. My information is below:

I had called Vonage in June 2008 to cancel service due to phone not working because roommate had changed dsl service plan, planning to move and getting married and did not know whether I would be using there service any longer, the woman would not hear of it, instead she placed me on some kind of hold and I was not charged from July thru Dec, and then on 1/4/2009 I received an email from Vonage telling me that I had been charged for $10.01 when I have not used their service since June 2008. So when I called them to see why I was being charged and to cancel the vonage service once again. The first time I called I was told only the Account Management could help me, the second time I called I was told their computers were down and that I would need to call back, the third time I finally talked to somebody in the Account Management department she did not like my tone and hung up on me, the 4th time I called after I had found vonage's Account Management phone number on a site about vonage's horrible customer service, I managed to talk to Brenda with Badge #1865 and finally after demanding my account closed and her arguing with me trying to keep my business, she finally conceded and supposedly closed it and I did receive my email for the cancellation just now. This company is absolutely the worst company I have ever dealt with, they try all kinds of tactics to just get the customer to give in and keep their service! Brenda put me on hold at least 6 times and between the holds doing her best to keep my business, she told me she could give me some options, at that I told her the only option I wanted to hear was that she was canceling my account with vonage! Where the phone call should have been very short, it was at least 10 to 15 minutes long. Each time I called I had to answer several minutes of ridiculous questions, each of them said the same thing, and each of them did not want to hear that I wanted to cancel my service with them, each tried to talk me out of it. Somebody really needs to take a look at this company, something is really wrong when customers cannot easily stop service when they want or need to.

VONAGE STOLE MY $$$$

 

LIKE MANY, I TOO HAVE BEEN TRYING TO CANCEL THIS SERVICE SINCE MARCH OF 2008.  I WAS JUST A FEW DAYS PAST THE 30 DAY TRIAL PERIOD SO NOW I AM TRAPPED!!  THE EQUIPMENT THEY SENT ME IS USED TO BEGIN WITH AND NOT IN THE BEST LOOKING SHAPE.  I NEVER EVEN HOOKED IT UP. 

VONAGE HAS NOW DRAINED MY BANK ACCT. AND CAUSED AN ALMOST $200.00 FEE FROM MY BANK OF WHICH THEY CANNOT TAKE OFF UNLESS VONAGE REVERSES THEIR FEE, LIKE THATS GONNA HAPPEN!!

DURING ONE OF THESE FUN COVERSATIONS WITH A FAST TALKING ALMOST UNDERSTANDABLE PERSON, I REQUESTED A COPY OF THE TAPE THAT THEY KEPT REFERRING TO FROM BACK IN MARCH THAT I SUPPOSEDLY AGREED TO KEEP THE SERVICE, AND I WAS LAUGHED AT AND TOLD THAT THEY WILL NOT SEND MY THE RECORDING.  HUM, WHAT ARE THEY HIDING? OR DID THEY EVEN RECORD IN THE FIRST PLACE?

WHAT ARE OUR OPTIONS?  HAS ANYONE TURNED THEM INTO THE BETTER BUSNESS BUREAU? 

THEY ARE STEALING MY MONEY AND I WANT IT BACK!!!

Vonage has hidden fees

Vonage is the worst company in regards to customer service and quality. I had the service for about 2 months and it was horrible. Constant loss of service, dropped calls, poor quality. I could not make calls and the phone would ring, and when I answered there would be no one on the other end. At times I could hear the person that called me speaking but they could not hear me. If there were an emergency we would have died because we would never be able to place a call to 911. I lost service daily and cancelled my service,They then charged me $44 to cancel their poor excuse for a phone service, sent me to collections when I refused to pay a disconnect fee, and did not work with me. Under no circumstances should you consider Vonage as phone provider.

I read your ordeal with

I read your ordeal with Vonage and couldn't agree more. I had such a horrible experience, and will slander their name as much as possible. The fact that they charge a $42 cancellation fee is even more ridiculous. THey are a horrendous company!!

Vonage stinks

They had the nerve to send me to collections for a disconnet fee that I refused to pay. I cancelled because I did not get service, had dropped calls and poor voice quality. Had to reboot daily sometimes 2 times a day. They Are the worst phone company