Vonage
Ripoff Fraudulent charges horrible service customer service lies

Vonage is HORRIBLE. I bought into their residential service a little over a year ago. This was when they were first coming into the market, and the customer service was pretty good. Now, it sucks. Their customer service reps lie. You have to wait no less then 45 minutes (even though their answering service quotes 25) to get a person who has no grasp of the English language. They charge for everything, even when it is their fault. I would never get another telephone line through them.

Here is what happened to me:
After using their residential service, I decided to transfer my business lines over as well. I ordered the service, and when the new modem arrived it didn't work. I called Vonage from my residential line, and after waiting on hold for no less than 30 minutes, I finally got a tech support guy. After a good 45 minutes of me restarting my computers, network, routers, unplugging and repluggin everything in, changing IP addresses in the router and whatever other tasks he could come up with, the tech finally agreed I had a bad modem. He promised to ship out a modem with a return shipping label for the other one. I received the modem, but no shipping label. I set up the modem and it worked. I called customer service, and after waiting on hold for a ridiculous amount of time, I got another tech who promised to send me a return label right away. Weeks pass, and no label. I try and call after the first week, but can never get through. Unfortunately, I don't have hours of my day to devote to vonage customer disservice. After 30 days, I get a charge on my account for $69.94. I call customer service and wait on hold for 45 minutes, when I get through, the rep tells me that return shipping labels are not given for any reason, and I would have to return the modem at my own expense to get my money back. The next day, I return the modem. Guess what, Vonage gave me a fake Zip code. The USPS lady helped me track down the right one, and we shipped the modem with tracking. 3 days later I receive an email from Vonage staing the modem was received, and confirmation from USPS. I wait 3 days, but get no credit, so I call customer "service" at Vonage. I wait 54 minutes for a tech. This girl is constantly putting me on hold, except, a couple of times she forgets to hit the hold button, and I can hear her playing around in the background with the rest of the CSR's. She finally tells me that since it was more than 30 days, I would not get a credit, but they were keeping the modem. I ask to speak to her supervisor, but he is mysteriously away, and no other supervisors are available. She promises he will call me back within 24 hours, and ends the call. I wasted more than 2 hours on the phone for no results, and of course he never called back. Finally, I filed a fraudulent charge claim against Vonage, and cancelled the service all together. I also had to change my card number so they would quit charging me. I got a credit from my bank for the $69.94, but now I am fighting with Vonage over a disconnect fee. I figure, since it was a business line, I am going to bill them my hourly rate for the time spent with their customer service people. I imagine my invoice will be a few hundred dollars more than theirs.

Moral of the story. Don't buy vonage service.

Company: Vonage
Country: USA
Site: vonage.com

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