Vonage Holdings Corp
Unauthorized billing

I first contacted Vonage on May 5. It was my intent to replace my existing phone service with AT&T and save a substantial sum of money. My service with AT & T (Formerly Bell South) has been otherwise excellent and I expected the same service from Vonage.

On the same day I contacted Vonage two emails were received. The first was a welcoming letter stating I could use my temporary phone number to make calls. This was of course impossible as I had not yet received or installed my router but the email assured me that the process would take up to ten days so I was not concerned. The second email, received within hours of the first, stated that a transfer could not be obtained, as the DSL and phone lines were one and the same. I was content to ignore this last, since it seemed there was to be too much trouble over the whole thing and assumed that Vonage would not process the account any further.in a few more days, a router arrived. I was surprised by this, but did nothing until I received my credit card bill where I was charged $72.96. This was a fee for the router, my first months service, activation fee, 911 fee, and taxes.

Concerned, I called Vonage and spoke to a representative who advised me I needed to contact AT&T and have them install a stand-alone line. I did this and was charged $57.00 by AT&T for this service. I was also concerned that my home security network would not function properly and asked a Vonage representative about that. After many canned responses that indicated to me the representative either wasnt listening or wasnt understanding me I was told that I needed to contact my alarm company about that.

I was disgusted with the poor phone service by this point and sought to get an answer by email on June 4. The email system assured me I would receive a response within 12 hours. 24 hours later, I received a questionnaire asking for feedback on the service that had been provided and asking if my question had been answered. I responded to this questionnaire in the most negative terms as you can imagine. I then contacted Vonage again by phone June 11 to get assistance installing the router. After wading through the phone routing system I spoke to a representative, who transferred me to another representative, who assisted me to hook up the router, but was unable to activate my phone service. He transferred me to another representative, who was unable to assist me and who transferred me to another representative who began the process of transferring my phone number. I was told again that this would take up to ten days.
I attempted to use my Vonage line as a test and was told by the other party that my voice kept breaking up.

I contacted Vonage and told the representative to discontinue my phone service. I was told that I would be, and indeed was, billed an additional $117.69. Thus, to date I have had no service and have been billed and paid $210.91 to Vonage from which I have never received service and another $57.00 to AT&T to wind up exactly where I started. I am also out the time I spent on phones and with emails.

Company: Vonage Holdings Corp
Country: USA
State: New Jersey
City: Holdel
Address: 23 Main Street
Phone: 7325282600

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