I let someone put the vonage charge on my account for a ONE TIME.They put a phone on..and i told them a ONE TIME and they promised me that i wouldnt be charged again..WELL, it WAS charged again and i'm not happy about it. I cant find a phone number to call and complain.

I recently called Vonage to cancel my account and found out that I would be charged $39.99 to do so. I followed up this letter. It should sum everything up nicely...


This is to serve as a letter of formal dispute to Vonage Marketing LLC.

I have had Vonage phone service for approximately 1 year. I chose the service to use solely as a fax line and had access to 500 minutes a month. I have paid an estimated $360 in fees for this service. However, I have only used a combined total of 149 minutes during my entire 14 months with the company.

Needless to say it was in my best interest financially to cancel my account. I called on April 7, 2009 and spoke to a very pleasant customer service agent. He informed me that he would be able to cancel my account but wanted to make me aware that there would be a $39.99 fee to do so. We debated this fee for approximately 10 minutes, which only left me frustrated, in tears, and finally angry with the company. This gentleman was so familiar with the absurdness of this policy that he was able to calm me down, assure me that he knew there was no one that would waive this fee, and then provide information on how to file a formal dispute or pursue legal action. He had first hand knowledge from previous customers on how to contact the company and what the most efficient method was.

I was appalled that a company could be so unethical that its own employees knew the best ways for customers to file complaints. He pointed me to a clause in the terms and conditions that reads:

"8.7 Disconnection Fee (Does Not Apply to Business Plus Customers).
You will be charged a disconnection fee of $39.99 per voice line if your service is disconnected, subject to state and local laws.However, if your subscription date is on or after February 1, 2007 and is disconnected after 2 years following your subscription date, the disconnection fee is waived. If your subscription date is on or before January 31, 2007, the disconnection fee is waived if your service is disconnected 1 year following your subscription date."

I mentioned that this is worded in such a way that the average consumer would read it to mean that if the account is involuntarily disconnected, such as when a bill is not paid; this clause does not state anything about voluntary cancellation of the service. He agreed that it is very misleading.

I have paid your company over $350 in fees and used exactly 2% of the services that I was charged for. It is completely outrageous to charge me an additional $39.99. I am trying to make financially sound decisions in tough economic times and believe that everyone, including companies both small and large, should do the same. Honesty, fairness, and kindness should come before money in every situation. I teach at a public middle school in an inner city and stress to my students on a daily basis the idea of living a life that is worthy of respect. How will our kids ever learn that if we don't first set the example for them?

Do the right thing. Stop putting your customer service agents in a position where they have to present legal dispute options because of their company's selfish ways. Stop charging your customers unnecessary fees just to advance yourselves. We teachers, nurses, firefighters, and community service workers work for far less than the average business person (I would know, I left a life in real estate and sales for a low paying job as a teacher) and we want nothing more than to see people live in a way that honors others.

If large companies set the example, others will follow. Customers would flock to a company that sets themselves above the rest by treating their people with fairness and respect. Respect the time of your employees and your customers. Respect their money. Respect yourselves as a corporation. Do the right thing.

I was tricked by my power company PGE to get information about Vonage. They told me that they needed to verify my debit card number to make sure they would be able to perform monthly debits. I gave PGE the information and said several times that I wanted information about Vonage before I chose whether or not to sign up. Two weeks later I received a package in the mail from Vonage and they charged my account 40.00 for signing up. I called Vonage and told them that there was an error with PGE and that I did not want service with them. They then charged my account another 40.00 cancellation fee. When I called to try and dispute the 80.00 total in charges I could never reach anyone in the United States, and they refused to assist me. They stole from a family that needed that money to keep the power on.

Vonage are educated Scam artist. They charged me for a service when they were told I didn't want the service. Filed a report with the Customer Service and they told me that they could not call a manager on Saturday, that I would have to call them about my account.

I told them I had no account wanted no services from them. They charge on my credit card a charge within two hours. I reported to my credit card fraud. I had to cancel my credit card. I called Vonage back to tell them I knew they had charged me . They kept saying call on Monday to cancel your account. When I told them I had no account they emailed me and gave me an account number and a pin number.

They kept trying to treat me as a customer. I said I am not a customer, never have been. They kept saying I apologize. I said you don't apologize for fraud that you have perpetrated on me.

Be very careful. These people are educated con artist. If you say hello you are a customer. they make it impossible to get past the gate keeper. Be careful if you even have a conversation with them they are completely programmed for scamming.

To Whom It May Concern,

My name is Helene Brown my previous account number with your company is 1007176229. I order your services online on 7-15-08. The service arrived and the 1st box did not work. I have spent Nemours amount of time troubleshooting with your technical support department. We finally go the box to work, however this was not consistent. The box then started to go into rapid error codes 3, 2, 5, 6. After about 2 weeks your technical support department determines that the box was no good and would need to send me a new one. Well I did receive another box; and another box, please let the record show the boxes arrived the 2nd one did not work at all. The Third box worked; however, it would still have to complete your reset process periodically. Well about two weeks ago the third box started to go into rapid error codes 5, 6, 2, after trying to reset and this process became unsuccessful again I called to cancel your services. The representative that answer the phone told me that he would give me a month's credit and would I give Vonage another changes. I told the representative the service is good when it works the problem was the service did not work continuously and the Fax service I order in August has never worked yet I was paying Vonage 52.94 cents a month. I explained that I would rather pay SBC or AT&T $100 for a service that I can use than to pay less for a service that never worked and I was basically wasting my money. I have paid your company 476.46 since July for nothing… Your representative offered me a Months credit and told me to call back to speak with the advance technical support department when I made it home. I told you representative that a month’s credit was not doing me a favor because I have paid you all (476.46) since July for a phone service that did not work properly or consistently and from August for a Fax service that has never worked.

However, the representative promised that your level 1 technical support would not waste my time when I call back they would give me the level 4 Advance technical support department. Well when I called back on March 15th the level 1 technical support person wanted to tell me how they would need to troubleshoot with me before they could send me to the technical support department. I tried explaining my conversation with your cancellations department and the representative basically ignored me. However, as soon as I threaten to cancel again, the representative transferred the call.

On March 17h I was able to speak to your advance technical support department again. I told him if this did not work I had explained to the cancellation department that I would be canceling the service. He asked me to give him a chance to trouble shot the equipment. We walked through every process for over 2 hours. After this point he had me to take the data cord and place one in yellow Vonage port and one end in the blue. The then asked what type of lights was on the Vonage. I told him and him then said the third device was defective and the blue port was no good. Now he is requesting that I let him send me a new device, please note this would be the forth device that I have received from you company since July. I agreed to let him send the 4th box. When the technical support person got ready to order the box it said my account was in grace status. I became very upset about this and restated all the information you will find in the 1st part of this email. I also was appalled that the cancellation representative did not give me the 1 month credit that he promised I would get for given you all another chance. The advance technical support guy felt my pain and made the adjustments to send the new box. I received the new box on March 18th and called the advance technical support department. Again I was on my cell phone with your technical support department. I would like to pause and say all of these calls have been made on my cell phone. (Costing me more money) although I am paying your company for phone services.

Well, back to the matter at hand the advance technical support guy troubleshooting the new device for 1 hour and 25 min., before he told me that he was not sure and he would need to trouble shoot with Comcast. Well I am not that advance in technical support department when it comes to Comcast equipment so I told him I would need to let my son’s father contact them when it got in. He said that would be find and would call me back after my phone charged because he wanted to do one more step. He calls back about 1 hour later and wanted me to walk through another step. I told him I was tired and he would need to speak to Byron Sr. he told me okay just have him call. Byron came in on Saturday and called he spoke to the Advance tech with Comcast on the phone, they troubleshooted on his cell phone for at least 2 hours are was unable to get the box to work. Byron Sr. informed the guy that I would be canceling do to none service the technician said okay. I called to cancel the service on this afternoon at about 5:00pm CST time. I had already mailed your boxes back along with your cords and manuals under your return label with UPS. The return label was given to me because I refused to pay any more money out of my pocket Vonage. (Although your representative had the audacity to ask me again). Anyway, I called and spoke to your cancellation representative name Ms. Whelle-56397 she informed me that I would have to pay for the boxes until they were returned. As you may already know I did not take this very well and she said she would speak to her supervisor to see what she could do. I asked on several occasion to get a supervisor. She kept telling me one was not available. When I refused to hang up and demanded the supervisor and the account is cancelled. She decided she would view UPS tracking information to verify that the package was dropped off and would be in transit to your location. She kept putting me on hold and then came back and said she need to credit the charges and I would have to pay $39.99 for the cancellation fee. I was already upset and this did not help. Again, I requested to speak to a supervisor for the 5-6 times within our phone conversation. She kept telling me that the supervisor would tell me the same thing and I would have to write a letter disputing the charges. After she completed the cancellation the charge came across as 55.94 instead of 39.99, she then said this was some form of tax on the cancellation. I informed her again I would need to speak to a supervisor, after 1 hour 20in 05 sections, a supervisor name Leo Rodriguze-34131 gets on the phone and tell me that he was the supervisor and how could he help me. I asked for his name and then shared my concerns. This person should not be a supervisor he did not say one word, he never apologized, he never acknowledge my concerns. I literally had to ask him did he not even care to speak to me because he was so quite. He then commented he was documenting my concerns and what more did I want him to do. I told him nothing and to have a good night,

As you will see, I have dully noted all of my experience with your company. I am beyond offended that a company could be so unappreciative of its customers. Also, that you can consistently take my money since July for the phone and August for the Fax (which you will note never worked) and feel no remorse. I would like to see my charges reverse and so some form of discipline for the lack of customer serve received. Please note phoning for less is nice when it comes with workable service and excellent customer service. Again, I believe now my Grandmother was right you get what you pay for.

Also, I asked the representative for your phone numbers, but she told me she could only give me an address. However, I Google the local office and received the following information and found other customers with similar complaints.

http://www.my3cents.com/showComment.cgi?cid=72491&id=14124&type=C


Therefore, it appears your comment has a practice for mistreating faithful and true customers

If you are concern about my experience with your company and would like to speak to me you may call .


Sincerely submitted,

Very Disappointed Customer
Helene J. Brown