On December 13 I received our router from Vonage and hooked it up to start using the service. After hours of trying to get everything to work, we were finally able to make phone calls. We couldn't recieve any because we had a temporary phone number through them and they claim they were having a hard time verifying the information through our current phone company. The few calls that we did make, had poor quality, often we were told that we sounded like we were on a cell phone heading into a dead zone. After about 3 days, we disconnected the router and didn't use it, and plugged the phones back into our existing phone jacks, which are still hooked up to Verizon.
We called on 1/12/06 to cancel the service, and was hung up on. We called back on 1/13 and spoke to a person named Peyton, who at that point cancelled the service (which was still within the 30 day time frame) and refunded the January billing charge. We were also told at that pt that we would be refunded the $39.99 termination fee upon reciept of the router. We sent the router out on 1/20 and it wasn't recieved by them until 1/31. I called Vonage on 2/9/06 and spoke to another person by the name of Scott @ 12:10 pm EST. He at that pt told us that the router had been checked over and credited back to the account as being received. He also told us at that point that we would be refunded around $54.00 for the termination fee and there was another charge of some sort for $13.95. He said that it would be credited back to my card in 5 to 10 business days.
When we calculated the estimated time that it should have been back in my account, it wasn't there, so we called back again. When we called to find out the status of the refund, they were supposedly updating their systems and couldn't get in to look at anything (how convenient). Here it is 3/16/06 and still no refund, so I called back again. After getting the Vonage shuffle, I finally spoke to the so called "supervisor" of the credit department, who at that point, told me that there was no money due back because we used over 3000 minutes of time. I told him that was not possible as the router wasn't even hooked up to the computer. He argued with me that it was hooked up and that we did use the service. I told him again that we disconnected the router and it wasn't hooked up and he flat out told me that we did use the servive and we were not due any money back! I asked him how it was possible to be billed for calls that we didn't use through the router, and again, he told me flat out that it was hooked up and we used the service so no money was due. After exchanging some "not so kind words" I hung up and told him that he would hear from the BBB and the company would be put on usacomplaints.com
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