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Date: 2012-05-18 14:30:21
First name:sam
Number of calls made to support: 3
Minutes of life wasted: 90
Final level of frustration: 10 (10 is bad) |
| Description:Dont go to vonage please save your self - i had called vonage 3 times today to cancel one of my accounts was a member for the past 7 years they suck big time. YOu will be fooled try to tell you problem they hang up on you - we had cancelled the service but they keep charging its almost 7 months - they still keep charging i had called the customer service 3 times today was on hold 1 1/2 hours they hang up on you - NEVER NEVER go with vonage |
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Date: 2012-05-17 15:30:59
First name:James
Number of calls made to support: 3
Minutes of life wasted: 75
Final level of frustration: 10 (10 is bad) |
| Description:I was a Vonage customer in 2009 and finding little need for a home phone anymore, decided to cancel my service. Having not heard one word from Vonage for the last three years, I hadn't even thought about it until today when I received a letter from a collection agency claiming that I owed Vonage $99.67. I called the agency to inform them that they were mistaken, and they told me to call Vonage.
When I spoke with Vonage I was informed that they in fact had never honored my request for cancellation and claimed that I owed them $99.67. I asked several times why they had made no attempt to contact me in the last three years with their claims. They claimed to have called (the phone that I had just disconnected and was not using), and e-mailed (an old email that I no longer used and had no updated because I, again, thought my Vonage account was closed). I further questioned why, seeing as they obviously had my name and address, they did not contact me by mail. The only response I received was that they, "...don't do that..."
After filing a report with the Better Business Bureau and FCC, I began searching the internet and found that apparently Vonage is known for this. Customers cancel their accounts only to find out days, weeks, months, or in my case years later that Vonage never honored that request.
I have dealt with companies in the past that have made some sort of mistake and 95% of the time it can be settled with one phone call. Apparently this is not possible with Vonage. Now not only do I have to hope that the Better Business Bureau and/or FCC can help with resolving this matter, but I also have to consider the consequences that Vonage's actions have had on my credit report. Vonage has, hands down, the most bizarre business practices I have ever seen, and I pity anybody who makes the mistake of doing business with them in any way. |
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Date: 2012-05-17 15:03:07
First name:catherine
Number of calls made to support:
Minutes of life wasted:
Final level of frustration: 1 (10 is bad) |
| Description:WAS considering vonage till i read some of these horror stories.THANK YOU,THANK YOU for keeping me out of vonage hell. |
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Date: 2012-05-17 14:44:01
First name:catherine
Number of calls made to support: N/A
Minutes of life wasted: N/A
Final level of frustration: 1 (10 is bad) |
| Description:considering vonage,want to hear what people are saying about it |
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Date: 2012-05-14 11:46:14
First name:Randall
Number of calls made to support: 5
Minutes of life wasted: 45+
Final level of frustration: 10 (10 is bad) |
| Description:Vonage sucks a big one!!! Tried to cancel service several times. They required me to do a survey. Finally they agreed to cancel and at the end of the phone call they said they would cancel after 30 days. I called back and insisted they cancel immediately. Finally had to cancel my credit card. Then they would not send me a final bill. Closed my online account so I could not reconcile. They sent my account to a collection agency (Penn Credit) after 30 days. Final bill was on $19.00. Charged me and extra 36.00 to ensure proper credit reporting and another 7.95 for handling. |
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Date: 2012-05-08 10:57:38
First name:Marc
Number of calls made to support:
Minutes of life wasted:
Final level of frustration: 1 (10 is bad) |
| Description:I too am a very old customer of theirs. Honestly, I've never *needed* support, I've never *had* billing problems, and the quality of the service has always been great, so long as my ISP was up-to-snuff.
In this day and age, I don;t really care about 'service'. I figure out what I want, set up auto-payment, and that's pretty much it. I don't think I've called my cell provider, my ISP, or Vonage in at least four years. |
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Date: 2012-05-04 21:15:08
First name:Terry
Number of calls made to support: 3
Minutes of life wasted: 62
Final level of frustration: 10 (10 is bad) |
| Description:I was a blindly faithful satisfied Vonage customer for over 5 years. During that time there was never an issue where I needed to contact Customer Service (SURLINESS is more like it) department. Like some others I was looking into other less expensive VOIP alternatives, as my Vonage bill was continuing to creep up. I purchased a NetTalk device and initiated a port request. I supplied all of the required information to NetTalk. On the day my number was supposed to port it quit working. NetTalk emailed me that the port request was REJECTED by Vonage. I contacted Vonage CS and was transfered to India and stayed on the phone with "John" for over 45 minutes while he read his boilerplate responses from a script. In a nutshell Vonage disconnected my account because they received a port request for my number (which they then rejected). I was told that I would need to contact sales and pay an activation fee to get my number reactivated. I call BS on that. John insisted that since I ported over my number and that they could get it back from NetTalk (who doesn't have it) if I talk to sales. I sent an email to Vonage as well. When I asked about the fact that my account was paid through May 18 they offered a full credit for the month and to allow 2-3 days. I told them I didn't believe them and I wanted my credit card info taken off the account. They said that since the account was disconnected that they would not bill the credit card anymore. After reading what's going on at Vonage from this web site I don't believe that for one second. FYI to anyone if you are thinking of leaving them edit your credit card info before you do cause once they change your account status to disconnected they lock you out af accessing the area where you can change that. Since others have reported continued billing from Vonage after disconnecting I am replacing that card. Vonage CS really just doesn't give a shit about individual customers cause they get all the need through the cable companies that resell their services at an inflated cost. What the Vonage rep didn't know when they were screwing me over is that I'm a telecom manager and consultant with over 30 years in the business. In the long run the cost will be WAY more than one customer lost to Vonage. |
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Date: 2012-05-02 12:44:27
First name:Victim
Number of calls made to support: 7
Minutes of life wasted: 350 approx.
Final level of frustration: 10 (10 is bad) |
| Description:Vonage was my voice over IP provider for two separate lines. I contacted Vonage on September 16, 2010 to disconnect the service, as we no longer needed it and were relocating to another state. When I phoned in, I did not have my pin number, so I was told to read the MAC Address off of the Vonage equipment to the customer service representative. Over the last 22 months my American Express credit card has been billed $78.81 per month. I have contacted Vonage approximately 5 to 7 times in the last 22 months regarding this issue. Each time I am told that the card will be reimbursed and that I will receive a confirmation e-mail regarding the disconnect status. These e-mails never come. Yesterday, May 1, 2012, I initiated another disconnect and have yet to receive an e-mail confirming this. I informed Vonage that if I did not get a refund of the money that was stolen from my American Express account by them, that I would move forward in contacting your organization and many others until Vonage satisfies their debt to me. I was informed today, May 2, 2012, that Vonage would only reimburse me for the last 60 days. This fact alone clearly shows Vonage's attempt to pacify a customer that they have wronged with a "low ball" figure. I have tried to be polite, courteous and professional when speaking with their customer service representatives in light of the fact that they have lied to us time and time again. I was told by Vonage that they have no record of any disconnect being initiated by us EVER. They also stated that the only record they have of me contacting them was in June of 2010 for "technical issues". I confirmed with Vonage that all of their phone calls regarding customer accounts are recorded. I asked them time and time again to please pull up those records. Their response to me was that there are no records to pull up. I invited them to look at the account over the last 22 months to prove that there has been no activity and that the Vonage telephone modem has not been plugged in at any point in time over that 22 months. Three separate representatives from Vonage (Lynn, Michael and Pauline) have confirmed that there was no account activity during that period of time. It should be noted that Vonage has also managed to access my American Express account even after changing the card numbers to avoid their "auto-Billing". |
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Date: 2012-05-02 10:42:33
First name:Brad
Number of calls made to support: 6
Minutes of life wasted: 45
Final level of frustration: 9 (10 is bad) |
| Description:2 calls to cancel service because I was lied to on my first attempt. Now we're on 3 calls and counting to get them to delete my number from their database so their existing customers can call me. Vonage service/support is horrible! I was a ignorantly bliss customer for almost 6 years until I discovered voip server with a better feature set for a quarter of the price vonage charges. Now after dealing with their customer service I will never do business or reffer anyone to them again. Simply search "vonage complaints" on any search engine, the pictures pretty clear. |
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Date: 2012-04-29 16:17:39
First name:William
Number of calls made to support: 2
Minutes of life wasted: 10
Final level of frustration: 7 (10 is bad) |
| Description:I was with Vonage almost since there start-up. It was a rocky road but the techmology caugh up finally and verything worked pretty much OK over the years with an occasional glitch. But there prices just keep going up. I found VOIPO, less then a quarter of what I was paying Vonage and VOIPO has more features. Cancelled service and ported over my number without a problem. |
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