I thought I'd be smart and save money by using Vonage. What a huge mistake!!! I signed up on 1/7/08, by the 28th I still had not received service, stating they were having problems transferring my phone number and that I needed an additional line for DSL. I decided I didn't want the cost of another line so I called to cancel my service on 1/28/08. I spoke with Rachel who went through all the wonderful services they could provide and that I should give them another try. I told them "NO" I wanted to cancel the services. I was told that there would be a $39.99 charge to disconnect, I asked why I was being charged for something I didn't have. She said that it was a security on the modem. I told her I would send the modem back to them the following day. I told her that I wanted my original $40.54 credited back to my bank and that I would send the modem by UPS. She told me she would charge my bank the $39.99 then credit it back once the modem was received. I have been charged for the month of Feb. And now I have been charged again for the month of March. So far, I am in debt with them for $105.64 and haven't received a single thing. I called 3/10/08 and spoke with Christine, who claims to be the Account Mgr. I told her the story, that they debited my account all this money and I have not received any of their services.
I could tell she was reading from script, asking me to try the services again and they would give me a $ 10.00 credit to keep the services. I then said I wanted to cancel the services and have the money they took from my account credited back. She started in on that my 60 days was up on the 5th of March and she was unable to credit anything back since I didn't call before the 5th. I told her I had called on 1/28/08 and was told to send the modem back, they would cancel the account. I was told by Christine that was not what I was told. One hour of listening her tell me all the wonderful features and that I should give them a try at a lesser price, (by this time I was screaming at her) I said why should I try your services, you didn't provide it the first time, what would make this any better. I asked to speak to her supervisor, she informed me she was the account mgr and she was the one to help me. I kept telling her I wanted to cancel the account, they had the product back and I wanted my money refunded to me. She went on and on about a contract that I received and it gave all this information in the contract. I told her the only thing I received from them was the modem, 2 cables to hook up to the computer, a power cord and a packing slip. She said that I received the contract in the box, when I told her I didn't, she surely told me I did. I did not give them access to my bank account. I did however, pay for the initial $40.54 by debit card. When she asked me again if I was sure that I wanted to cancel, I told her I did, she threw in that there was a disconnect charge of $92.98. I screamed, what for, I didn't get any service. Why should I pay a disconnect fee. She said it was in the contract. I told her I didn't receive a contract, she informed me "Yes I did". By this time, I was really angry and told her I was reporting them to usacomplaints.com online and also to the Better Business Bureau. She said "Are you sure you want to cancel, because once she pushed the button, I couldn't use that phone number they gave me. I never received a phone number. I told her "Yes, I wanted to cancel the account", she said she would e-mail me a confirmation of the cancellation, she put me on hold for about 5 minutes. When she came back she said the service had been cancelled..
To look for the confirmation on my e-mail, I told her if she sent it to the e-mail I had when I first opened the account, that was an incorrect e-mail address, (I have changed DSL providers since then) I gave her my e-mail address, she said if I were to check the e-mail the confirmation would be there. I didn't like being on hold for 5 minutes for her to push a button, so I checked by bank account and she had run the $92.98 through my bank, overdrafting my account. Then I was really mad, she said once she pushed the cancel button there was nothing she could do. I told her I would report the company to the Better Business Bureau and anyone or anything I could to black ball there company. I went to my bank and did a stop payment on that money. I don't know if it will work, but I will put an alert on my account that Vonage is NOT to draft anymore money from my account. So, Vonage has gotten $198.99 of my money, and I am left with nothing. Before I buy anything anymore I will research the company and also check usacomplaints.com.
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