I started my Vonage account in June. I was told by the representative opening my account that I could start a phone line and get a second one for free under a promotion. I would also get the first month for free. The first month came and went and I didn't get charged. The second month came and I was charged for two lines. When I called to clear it up they told me there was no such promotion as the one I had opened my account under. However, the told me they would remove one line for free as long as I kept the other line and that I would go forward being charged for just one line. I was unhappy and wanted to cancel my service. They informed me that I had to have my account for a minimum of 6 month in order to cancel the service and avoid a $39.99 fee.
I was furious, but decided to play along as they gave me a month for free. Who knows? Maybe I would use the service... I never did. So, at what I thought was the sixth month I called again to cancel. The Rep told me I wasn't quite at the six month period to avoid the fee. So fine, I would play along for another month. Well I had a baby in the mean time and was tied up with maternity leave... I let the Vonage get pushed to the back burner on my priority list for 3 more months.
Today, nearly a YEAR after I began my service, and have NEVER used it, they inform me that I can't cancel the service at all without a $39.99 fee. I told them I wanted it canceled without the fee. The Rep told me that how it works is when she "pushes the button to disconnect the fee will automatically be charged", but that I could contact this other department to dispute it. I told her I did not want to be charged and she said that she could not disconnect service. So to finalize my business with them, I, on a recorded line said, "I want my service disconnected so I will agree to the charge of 39.99, but I am being charged this erroneously and I will be contacting the BBB and legal advise to determine how I can get it back." Done! She disconnected.
I called some friends and found they had similar problems. I found they all felt they had been ripped off! So I called Vonage back and spoke to a Rep at the number I was given for dispute of this charge. I told her I was prepared to file a claim with the BBB of New Jersey and that I knew of several other people that have suffered this same inconvenience. She said there was nothing she could do at this time. She said she had spoken to her supervisor and that he said no. I asked to speak to him and she said that it would take a few minutes... 55 minutes later nobody picked up. I gave a number to call me back to two Reps and nobody has called back YET!!!
I encourage ALL of you ripped off by Vonage to contact the New Jersey Better Business Bureau to file a claim, and I encourage all of you to expose the lies that Vonage and their Reps tell for peoples' money here.
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