I was a happy Vonage customer for nearly four years. What started as a personal line became a home business line. I added a fax line. I used many of the extra features. Everything worked great and I wasn't shy about referring others. Eventually, I outgrew the services offered and had to have a more sophisticated VOIP server built for the business.By February I no longer needed Vonage's service and decided to cancel my account. That's when the nightmare began.
In February I canceled the Vonage service but in March my bank account was charged. I called customer service to clear up the issue and I was told that they were having a problem canceling the account but would refund me the March billing. They did refund the billing for March, but in April I was charged again.
Again, I got to spend an hour on the phone with customer service and get the same BS response that they were "having problems canceling the account" but they were opening a "ticket" and promised to refund the April billing. To date they still have not refunded April's billing and charged me again in May!!!
At that point I was getting very upset. I called Customer service but accidentally got Tech Support. When I explained my problem and told them I that I thought this was a scam the Tech Support Agent agreed. He transferred me to Customer Service where I got the same BS all over again. "We're going to open a ticket. We're going to escalate the ticket. We'll refund the billing. Blah, blah blah."
At my wits end I called the FCC. Then called Vonage customer support to let them know that I had filed a complaint with the FCC and was very serious about getting this resolved immediately. Again, I received the same rhetoric. I asked to speak to a manager and got the same nonsense from him. Another 2 hours wasted with plenty of promises but no real assurance that anything had been resolved. To this date I still have not been refunded for April or May's billling.
It's now June 10th and what do I find in my email this morning???
Thank you for choosing Vonage, the award winning Internet phone company. This email is to notify you that we have successfully processed the monthly charges for your Vonage account in the amount listed below.
They stole another $60 out of my account!!!
Irate I called Customer service to get the BS again. I asked to speak to a manager. Again, the same BS. She told me that she could refund this months bill but didn't have access to refund April and May. She said that she was "escalating" the problem and gave me a corporate number to call. I called it... Guess what... Voicemail. WTF?
Realizing that this was going nowhere I decided I needed to try another angle. So I called Tech Support. The Tech rep I am dealing with has been very polite and seems to be genuinely trying to help me resolve the issue. She said she was going to call me back and she did. She say's that it is being worked on and I should here back today or over the weekend. However, I have very little faith that this going to work.
Summary...
For five months Vonage has refused to cancel my account.
Vonage continues to make promises to resolve the issue but has not.
Vonage has made 4 unauthorized charges to my bank account totaling $240.
Vonage has promised to refund the money but only has returned 50%.
Vonage has had more than a reasonable amount of time to correct their "technical issues" in cancelling my account. If you do a Google search for "Can't Cancel Vonage" you will find many people with the same problem. Repeatedly making unauthorized charges to someones account is THEFT and it is FRAUD. Because of the duration and extent of this ordeal I have no reason to believe that this isn't an intentional SCAM. If my issues are not resolved by Monday June 13 I will pursue pressing civil and criminal charges.
I advise anyone who wishes to cancel their account to well document the entire process including noting the dates, times and duration of any calls to Vonage; as well as taking the names and badge numbers of any associates you speak to and at first problem file a complaint with the FCC.
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