I subscribed to Vonage March in FL. I sold my home in FL and called Vonage in August to suspend my account until I was settled in another home. I settled in MS and called Vonage to reactivate my account. I assumed they would put me back on my original plan (unlimited) but instead, unknowingly they put me on "premium unlimited" and charged me for any calls over and above whatever their limit was, plus a reactivation fee, both of which I didn't know about until I received my credit card statements.
I called them questioning my bills and requested a credit for the calls inasmuch as they were the ones who did not put me back on my original plan. An email was sent to me by Vonage telling me that their decision stood and they would not give me any credit. Upon hearing this, I decided to cancel my Vonage account.
I received two emails from them confirming my cancellation. One email said they were charging my account a $39.99 termination fee, and the other email said they were crediting my credit card $39.99 for the termination fee. Both emails stated the termination fee would be refunded if I returned their equipment within 14 days with a link telling me how to proceed. The link gave an address but then stated to call to get a "return authorization" number.
I called to get the "RA" number, spoke with someone who couldn't speak English too well, couldn't understand me, and put me on hold for over 10 minutes only to come back saying he couldn't give me an RA number! At that point, I hung up.
I am returning the equipment today by certified mail without an RA number, which should prove interesting as to how Vonage will respond. Their customer relations and attitude are deplorable, and I will never recommend them. As a matter of fact, I'm going with Packet8, who hopefully will be better and certainly can't be any worse than Vonage.
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