Vonage
Charged credit card, did not deliver service, unresponsive to complaint Ripoff

9/29

Vonage
Mr. Michael Snyder, CEO
2147 Rt. 27
Edison, NJ 08817

Dear Mr Snyder,

I dispute the charges from Vonage, to my credit card, on March 26, April 25, and May 9.

These charges are, respectively, 1.) $14.95 for an internet router (hardware) to enable me to access telephone service from Vonage, 2.) $27.72 for monthly service charge, 3.) $82.48 for disconnection fee.

I signed up, by phone, with Vonage for a one month free trial period of your VOIP phone service, in March. You sent me a router to connect to their service. I attempted to install the router per their instructions and lengthy sessions on the phone with their technical assistants. After spending approximately 4-5 hours attempting to get the equipment to work, Vonage said the equipment that they sent me was defective and to send it back. I did this at a cost to me of $10 postage.

Vonage then sent me another router and the attempts began anew to connect to Vonage service. After spending about another 6 hours on the phone with your more experienced technical personnel, and multiple exchanges with your technical dept via email, your equipment still would not function. Frustrated, I decided to give it all a rest and revisit the installation in a few days.

I eventually tried again to install the equipment with the assistance of the Vonage technical department via email. Many email exchanges transpired, often with little insight from Vonage beyond repeating instructions that had previously failed. Notwithstanding previous failures of these instructions, I dutifully complied with the Vonage instructions, in case that I missed something. The results were predictable and the equipment continued to malfunction.

After spending over a month attempting to install Vonage equipment per their instructions, I decided that I could not afford any more time spent on getting their equipment to work, inspite of dearly wanting to connect to your system.

I informed Vonage that I wished a refund on the equipment and the postage to send it back to you in the original box complete with every item including the promotional literature, exactly as it was sent to me. Additionally, I asked Vonage to credit my Capital One account the $27.72 monthly service charge, as I was unable to receive service due to their equipment malfunction..

Vonage informed me that it would not accept its equipment back, as it was beyond the one month free trial period, that I owed the monthly service fee, and, additionally, they would charge me a $82.48 disconnection fee. Again I tried to explain to them that I had never been connected to their service. They insisted on charging the fee. I asked to speak to a higher authority

I was referred to a highter-up, executive resolution dept. The man that I spoke to was sarcastic and abrasive, and refused to refund the charges to my Capital One card. This conversation took place about May 12

A copy of the email sale confirmation is enclosed.

Company: Vonage
Country: USA
State: New Jersey
City: Edison
Address: 2147 Rt. 27
Phone: 7325282600

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