About 2 months ago I signed up for Comcast home phone service. I had Vonage as my provider at the time, however Comcast said they can transfer (Port) my number from Vonage and I would keep the same number. I was told by Comcast, as I was in the past when I ported my cell phone numbers to different carriers, DO NOT CALL VONAGE and Cancel you account. Vonage is required to cancel my account after the number is ported.
Needless to say, the account was not canceled by Vonage, and I e-mailed them asking for a refund for the past 2 months as I was not using their services.
This is the e-mail response I received:
Dear xxxxxxxxxx,
Thank you for contacting Customer Care.
We understand from your email that you have transferred your number to another carrier and would like to cancel your account and get refund of the last invoice charges.
We checked our records and found that your account is active and not canceled. Please note that Vonage billing is automated and as long as your account is active, billing will apply. Every month at the end of your billing cycle an invoice will automatically be generated and your card on account will be charged for the invoice amount.
If you would like to cancel your account, please call our Customer Care toll free number and speak to the Account Management department. To cancel your account, we need to verbally verify the owner of the account. This is to protect you from having another person terminate your service without your knowledge. Please call our Account Management Department at 1-VONAGE-HELP (1-866-243-4357). We are here to help you Monday to Friday from 9:00 AM to 8:00 PM EST. We look forward to helping you.
If you have any questions, your Vonage team is available to assist you 24 hours a day, 7 days a week. Contact us whenever and however it suits you!
- On-Line Help Center at http://www.vonage.com/help.php
- Contact Us at http://www.vonage.com/help_contactus.php
- Or call Toll-Free at 1-VONAGE-HELP (1-866-243-4357)
Thanks again for choosing Vonage, a better phone service for less!
Sincerely,
Vonage Customer Care
It is obvious that Vonage does not follow the same guidlines that other phone companies do, and they apparently have no problem billing you even if you no longer use their service. I used to be an advocate of Vonage, until I had unresolved issues with call quality, and now their unethical business practice of billing a previous customer, because they didn't request to have the billing stopped.
Wish me luck on getting my refund, and from me, I wish you good luck if you decide to use Vonage.
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