I called to cancel my vonage account. It had not been working for the last few months. So I figured cancel, why spend the money. The CSR offered me many new offers, and was quite argumentative at times. I declined. He then told me about the 39.99 tax cancellation fee they charge. I said NO I will not pay that. You will not charge my credit card to cancel an account. He stated it was their policy etc. I told him if he charged my account I would report Vonage to the BBB and my bank and hung up.
I called back to try to speak with a supervisor (and someone I could understand better). I got another CSR, briefly let her know what was going on. She replied that my acct has been disconnected and I had been charged the 39.99 taxes. I told her that I had NOT authorized the previous CSR to do anything with my acct. She then stated that it is in their policy that if a consumer hangs up they are authorized to cancel the acct and charge the cancellation fee. WHAT???
I asked her to see that policy in writing. She told me I could see the terms of service online. I asked her if I would find the policy about hanging up on them and she said no. I went rounds with this woman. I finally asked to speak with a supervisor. After 5-6 requests and her repeating "well they are gonna tell you the same thing I did", she finally transferred me (yeah right) to a supervisor. She was less than helpful. I told her background and also stated that the first CSR had the right to cancel my account and charge my visa because I hung up. I asked for it in writing. Again around and around with the terms of service. I also told her that via the recording, that my first phone call was recored and that she should go and listen to it, because I NEVER gave authorization of the charge. I finally said well thank you for your time maam, I will be reporting Vonage to the BBB and reporting fraud on my visa card with my bank. Have a great day.
I too, was informed when i signed up for my acct that there was NO contract or fees. I dont get how this company is getting away with lieing and cheating and stealing! I will post my story all over the internet. And will NEVER recommend this shitty company!
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