We signed up with Vonage Digital Voice a few months ago, everything worked good, until we decided to change the phone number on our main line. After we did the phone stopped working. The second line was working fine, so I called them to ask that it be repaired.
The first time I called the tech support guy, put me on hold for 30 minutes and never came back. I called back, and was told to call back in a hour. I tried to call back but was on hold and never spoke to anyone, for 45 minutes, so I decided to wait until later when it was not so busy.
Well I called back at about midnight NJ time. It was still busy and I was on hold for a while. The tech that answered told me to unplug the phone device, because he had refreshed the software. I told him I was on the second line and that it would disconnect us. He said he would call me back on the second line which was working fine.
After I disconnected the device he did call back on the second line, but we could not hear him on the second line now. I e-mailed Vonage Tech support and informed them of this and that I was not calling back. If they could not repair it over night I would cancel the service the next day.
The next day it was not repaired. I called again, same stuff, but now I am on my cell phone, on hold for over 30 minutes. The tech I finally spoke with did not have a idea what to do, so I hung up.
I called Vonage, and cancelled the service, and since I had just made a payment for the coming month ask him for a refund to my credit card, and he informed me that it would be done. Well I checked my e-mail a later, and instead of a refund I had been charge $10.00 more for disconnect fees. I emailed them, and was told that I had to pay disconnect fees even if they could not provide service, but I was also told to send the device back to them, and they would credit, my account for the disconnect fees, but it had to be packed in the original box, which I did not have anymore. If I kept all the boxes for the stuff we have I would have to rent a storage building to hold it all.
So bottom line Vonage does not refund any money to your credit card. They did offer to give me credit on this amount if I signed up with them again, but to do this I have to pay a new charge of I think $39.95. I don't think so they already have $82.00 of my money and they think I am weak enough to send more, no way.
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