Complaint / Review
Vonage
Vonage Customer Service Representatives Lie to Prevent Cancellation

I purchased Vonage hardware and signed up for the service because of the 30-day money back guaranty, which I intended to use in the event that the service was not satisfactory. I soon found that I could not connect and use the phone with my available internet service.

I called Vonage and asked for my service to be cancelled. The customer service representative persuaded me, in exchange for a one-month extension of free service with a money-back guaranty, to work with Vonage technical support staff and try to get the phone to work. Technical support staff was not able to come to my house because I had moved out of the United States shortly after starting the service, and were not able to solve my technical problems.

I called Vonage a second time and asked for my service to be cancelled, since I could not use the phone. The customer service representative told me she would postpone any charges for two more months, that she had created a "case number" for my problem (which she gave me), and that a higher level technical service team would contact me shortly with a solution.

Nobody contacted me, and several months later I discovered Vonage charges on my credit card for each month since the first extension of free service. It was as if my second call had never happened (except I still have my Vonage case number).

I called Vonage customer service again to demand a refund and cancellation. The customer service representative (Stef?) told me Vonage's customer service database had no record of a promise to further extend the free trial, and that it had not, in fact, been extended. Vonage, she informed me, does not give refunds, as it states in their terms of service. She told me she would give me two more free months of service if I would let a Vonage technical support person come to my house to fix the problem.

I refused to continue being lied to and stolen from by Vonage, and demanded that she cancel the account. She refused to cancel the account (and automatic credit card charges for absolutely no phone service) until I consented to Vonage's $44 cancellation fee (including tax, on the sale of absolutely no services).

I invite any class-action lawyers to make me a part of your case. Vonage is a scam, and should pay.

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Taipei
Taiwan