Here is my story..in Feb I cancelled my home phone service due to the increasing rates for local service (after said and done I would be paying 41.39 for Only local service nothing else). At this time I was told by a friend to try Vonage, so I did... Big Mistake! When I signed up for the 30 day free promotion I recieved a Vonage phone device for 9.95. When I received my device I followed all instructions properly and unfortunately it would not work properly. So instantly I called the Technical Support Level 1. The technical support went through and helped me get it working. This worked for exactly 3 days until I went to my computer and noticed I did not have internet service. I then called my Internet Provider and had to pay 50.00 for a technical support to come and fix my internet. When the gentlemen arrived he asked me if I had changed any IP addresses, subnet mask addresses. I told him I was having problems with my phone service (Vonage) and their technical support told me to change them. The Internet Provider Tech Support informed me that was the problem. So I attempted to call Vonage back and inform them what had happened. The device never worked so I gave up and put it in the closet. Several days later I contacted Vonage to cancel my service due to all the issues I had. Their response: "Ma'am, I apologize, but at this time I am unable to cancel your service and you will have to call back at a later time." When I asked the reason she told me they were doing maintenance. I told her well if you can't cancel my service could you just change my service to the lowest plan. Because I do not use the service at all, it ended up slipping away with so many other things. I didn't realize until just a few weeks ago I was being charged still.
I finally called back and was informed if I cancelled my account I would immediately be charged 39.99; for breaking "my commitment"; another 14.95 for the month; and 70.00 for my device that I received an instant rebate for. I actually laughed and told the woman, "yes, you got me didn't you!" What I can not understand is that I never realized the differance between "contracts" and "committments". They changed the terminology to make it sound a little better and to catch people off guard. I sure did not think I would have been one of them. But guess what... They Got Me! My next question was where did it say I had to pay back an instant rebate??? She explained that the 70.00 dollars was because I am cancelling my service prior to one year. And their instant rebates work only if you keep service for 12 months. (since when???) When I go to a store an instant rebate means just that, correct? So as others have wrote, this is what they offered me: 4.99 a month service and three months free. I will keep my service a few more months and then just pay the 39.99 early termination fee because I refuse to pay for a service for another 12 months that I can't even use. What I really could not understand was the fact I offered to send my Vonage device back and she told me I could not, but I could give it to a friend and they could get the information changed and use it for themselves. My response: If the person was a friend I would not encourage them to get involved in such a trap but rather warn them from your companies deceitful terminology.
I can partly blame myself for not asking more in depth questions about their terms of service but I also blame companies for making such moves as to fool the consumer. I will feel bad for employees losing their jobs but for this company I would rejoice in their failure. The only way to do that is to let everyone I know about their deceitful ways. This is a trap!!!
So fellow consumers, don't give in to these type of companies.inform others about their so-called "committments". Oh, and don't forget the part where they say 30 day free trial: this actually means, the company (Vonage) has full discretion on giving 30 day free trials or not. I read this just today. I am just so blown away and disappointed in myself for not seeing this company for who they really are: SCOUNDRELS! Go Ahead, Spread the word. To those who like the service... I am happy, but when you tell someone about the service don't forget to let them know the bad, just in case. Pros and Cons. Don't fall into their selling tactics... That is, make it look real nice and then trap you. I appreciate all who read this, and will appreciate even more if you let someone know about it! Good Day Fellow Consumers, and as always Good Luck!
Mlmoody07
wooster, Ohio
U.S.A.
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