After signing up for Vonage phone service, I found my PC was not compatible with their equipment. I returned every email message they ever sent me (voicemail messages, bills, notices etc) with the same response "equipment not compatable, service does not work, please cancel account".
When I was informed that I would have to call customer service to cancel the account, I was kept on hold for over 30 minutes every time I called. I never got through to a human being.
I continued to respond to every email sent with the above message, and called customer service every month when my bank statements showed I was continuing to get charged for Vonage services that were never used. I was still never able to speak to a live employee.
I finally got through to a person four months after the order placement and was told that a "ticket" was created for a "disconnection order". I was led to believe that my service would now be terminated. I was wrong.
I was billed for 3 more months worth of service because I was told that a "customer service rep" could not terminate an account. Only someone from the "account management department" could. I was told my "ticket for disconnection" was never valid nor processed.
When I pressed the "account management" rep for a refund I was told that I could not get a refund because I "never tried to disconnect my service!". When I told him I had been trying for 6 months to disconnect my service, he said it was not Vonage's fault that I didn't wait long enough on the phone to talk to someone (I hung up after being on hold for 30-35 minutes at a time) and that the service was "available", but I had chosen not to use it, even though the equipment did not work on my computer and the service was never, ever used—which is what I had been telling them all along.
They make it the Customer's fault for not reaching the "account management department", which they make nearly impossible by keeping you on hold forever, to get a formal disconnect order, and prevent the "customer service department" from issueing these orders. They also lead you to believe you are going to get your service terminated while continuing to bill you for months on end.
To this day, I have never seen one penny from these Rip Off Scam Artists. What they are doing is Fraud, and getting away with it.
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