My story starts with a simple request to vonage for phone service. On 8-28-07 we were mailed an advertisement for phone service with many options included in the $24.99 Per month rate. We were disconnected in about three days after which we made a few calls to their help line due to very poor call quality, muffled words, dropped words, extra sounds on the line as well as dropped calls. Our fax machine also would not function as it had previously. We informed them that we could not use their services after it was not resolved but would not disconnect until 9-21-07. We would then return their router and expect a refund of @$14.99 Shipping and handling due as there was a money back guarantee as well as one free month service., Which was due to expire on 9-26-07. That same day our phone was disconnected by 3pm!!!
We contacted their service department and after numerous phone conversations and countless different information scenarios, it was told to us that they were sorry for the misunderstanding and they could reactivate the router they had deactivated but that we needed a new account, another $14.99 Charge that would be refunded in 24 hours and that ou phone number of the last 14 years could be reinstated. After getting off the phone last at 3am the next message received was that we would get service with a new number plus we were charged another$42 for the cancellation which was never requested by us and never witnessed by the 3rd party required by any phone service changes in the past. After yet another call to the service dept. Of vonage, we were told to call back Monday to see if indeed we could negate the last charge as well as to confirm that our old number would be available for our new carrier to pick up but only if the number was active which is required. We are presently in contact with our bank so that we are not charged for any of these "free" charges.
At the time of first opening an account with vonage, we were told payments occur automatically every month and that this would be reflected on-line. We never truly received complete service undisturbed as well as we also were given a money back guarantee if we were not satisfied completely. We were not at all satisfied and never given that same directions twice as we also had to use our cell phones to call them (no phone service) and use valuable minutes in their cause. We also explained that we needed our phone service due to family member illness as well as pregnancy complications and shower that we absolutely needed our service and our phone number back..
The bottom line is that we still do not have phone service and have been promised all day that it would be reconnected and it never happened. There was no communication between any of the operators as well as any consistent information given to remedy the situation plus no warning about charges until you received an e-mail. How can a phone company stay in business when the operators either can't speak English fluently and they are located in india or the philippines (sp) and they miss words spoken!!! This issue has already taken up more than enough of my time and energy and caused enough stress for my family.
Please investigate this matter to prevent any other free speaking citizen some real grief in simply trying to establish phone service to insure the safety and security of their loved ones!!!
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