Description: I am not going to rant about what vonage did. We all know they suck and it would be a waste of my time to repeap myself again. I am going to telly ou what I accomplished. Maybe if we flood their switchboard things will change. Call corporate office @ 732-528-2600 and press option 2 for the corporate directory. Spell out the last name of REGO and leave a message on his mail box. Call back and type in last name of Citron and leave another message. Then call back press zero instead of a name and them press zero again. You will get the switchboard. Ask for Executive Resolutiosn team and leave them a message... What this does is gets the Assistants for Mr. Citron and Mr Rego in on the same page as the escelatiosn department. Long, long, LONG story short, Vonage refunded me $244.41 and even appologized. Good luck all!
I signed up with Vonage on 12/05/07 through a customer service rep on the phone. I asked specifically about satellite internet creating a problem in any way as that or dial up is all we have available in our area. I was told that it made no difference and that sound and voice quality would be just fine with the satellite internet. I asked about testing it out and all of that to make sure it worked. I was assured there was a 60 trial period in which all of my money would be refunded. I was also told I would incur no further charges if I canceled within the 60 days and returned the equipment. I was told that I would not be refunded the amount I had already paid until the equipment was returned, which I totally understand. I was also told that the disconnect fee ($39.95 tax) would be waived if I canceled within the 60 day trail period.
I received the equipment this past Monday and we installed it right away. The voice quality was horrible! We even upgraded to the highest internet connection we have available and changed all the "specs" like Vonage suggested and it was still terrible.
I called today to cancel the service and was told that they would be charging my card an additional $42.50 for the return address labels & a product return guarantee! I was told that this amount would be refunded along with what I paid when I signed up once the equipment was returned.
I find this very deceptive as I was specifically told that I would incur no further charges. The customer service rep I spoke today with did not call the $42.50 a disconnect fee rather "a fee for the return address label and a product return guarantee fee" I find this strange as when I checked on line, the "disconnect fee and tax" equals up to $42.50! I am now worried that once they charge my card the $42.50 and I return the equipment, that I will not get my money back for some reason or another.
I did a google search and found a bunch of negative reports on Vonage! I came across one that had some very good information, and I would like to share this with you all. If you have problems canceling or getting a refund, do the following. I did this, and had my return info within an hour and I didn't have to pay the disconnect fee. They did refund the money I paid when I signed up in a prompt manner. You do have to be very persistent and make it well known you will not take no for an answer and that you will not allow further charges. To date, they have not charged my credit card with any other fees, so I'm hoping all my problems are over.
Call corporate office @ 732-528-2600 and press option 2 for the corporate directory. Spell out the last name of REGO and leave a message on his mail box. Call back and type in last name of Citron and leave another message. Then call back press zero instead of a name and them press zero again. You will get the switchboard. Ask for Executive Resolutions team and leave them a message... What this does is gets the Assistants for Mr. Citron and Mr Rego in on the same page as the escalations department.
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