First, they hasselled me about cancelling my service. They couldn't find a number in my local area and told me for $4.99 I could add an (800) number so people could call me locally. I asked the woman, who I think runs the whole business, to cancel my service and she refused at first. Her voice was the same as a customer care representative and the supervisor.
Second, after I finally got her to cancel my service she told me that I would have to pay $39.99 for a disconnection fee. Which is rediculous. Then after we finished all of that she proceeded to tell me that my final bill was $92.00. I asked for what and she said a recovery fee for my device was charged. I told her that nothing was said in my intial conversation about a device charge, which I have to pay shipping for as well. She told me that because I did not cancel within their 30 day trial period that I was being charged for all of this.
I have never heard of a phone company charging people to cancel their service. I looked at the terms of the agreement and it states that a $39.99 fee will assessed upon disconnection. She also told me that if I were to stay at Vonage for 6 months or more that I would not be charged the fee. I looked at the terms of the agreement and it states 2 years.
I also looked up the recovery fee and it is vague. There is no $ amount showing and it also says "if applicable". If you were to add the total charges for my bill it does not come to $92.00. I don't know where the additional fees are coming from, but she would answer my question. I asked to talk to a supervisor and she told me that she was management, but she was the same woman I talked to in customer service.
I also was charged for the entire month of August when I cancelled my service on the 1st of the month. She would not credit my account and told me that there was nothing she could do and that is how they do things. (Not quoting).
She also left out the fact that you have to request a "valid return authorization #" for the device to return to them, but I saw that on my own in the terms. There was nothing stated in my cancellation email about that as well.
I told the woman that the I did not have $92.00 to pay her and she couldn't charge my card. But she did anyway. The card did not process for her. I am disgusted at the fact that this company is very vague on their statements. I don't feel that I should have to pay for a month of service that I am not going to use, which they went ahead and took out of my account anyway. There needs to be more research on this company. I am nervous they are going to keep charging me for things and I am afraid they will hand out information about my account or card number. You can't trust them.
When I started this whole process I was on hold for a total of 20 minutes that I will be charged for on my cell phone bill.
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