I signed up for Vonage in 2004. Up until a few months ago I loved it. When it dawned on me that I was wasting $35 a month for a phone I have only used 3 times in 2 years, I tried to cancel. This started 5 months ago.
You call, you sit on hold for obscene amounts of time. I called this company 18 times, 80% of the calls I sat on hold for over 30 minutes (one call logged 43 minutes hold time before I had to finally hang up!). Because I could never get anyone on the phone, I sent an email to cancel, explaining that they were only open during my work hours (9am to 8pm EST) and I can not make calls from work (especially when you sit on hold that long). They emailed me back saying I had to call to cancel. I understand it is to protect my account, but when I call EIGHTEEN TIMES and can not get someone on the phone, my email request should have been honored! After the second email request to cancel and my explaining that no one was picking up the phone, they stopped even reading my emails and simply sent the same reply over and over.
I finally was able to get on the phone while no one was around at my job and again sat on hold (for 27 minutes) before someone picked up. The rep barely spoke English and I couldn't understand him at all. I asked to cancel, explained that their customer service is absolutely horrible, he then had to go into making his 200 sales pitches for free months and discounted rates. Every time I said "NO! Just CANCEL" he offered me another pitch.
I demanded my 5 months worth of charges that occured since the first day of trying to cancel. Of course I will never see that money again. I was ripped off for at least $150.
Basically they won't let you cancel your service by making it absolutely impossible to do so.
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