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4/1/2008 - Eliza writes:
Absolute SCAM -Nightmare!!! I bought the service to go w/ my compt. service, was not compatible, found that out thru compt. service, Vonage just wanted the sale. After 2 days I called to cancel. The next month I was chaged again? I called from Sept. to April 1st to cancel. An ongoing nightmare of not letting u cancel, they don't listen to ur needs they kindly, fromIndia, dictate that they want to keep u as a cust. They now hit me w/ hundreds of fees, seeing I never even used their damn service. I lost many hours of my life on the phone to India and have had many headaches due to this crap. Never, Never used Vonage, a big joke and financial scam!
3/17/2008 - Mikael writes:
Nightmare trying to cancel service with Vonage. I started service on August 1st of 2007 and only planned on using it temporarily as I was moving around often. I had the $25/month unlimited service and had purchased one of their phones that came with a rebate (the phone was only about $25 after rebate). On Feb. 2nd I called to cancel my service (there was no way to do so via the account manager online) since I no longer needed VOIP. After pushing buttons for about 10 minutes a CR took my call. After 10 more minutes of trying to retain me as a customer we got disconnected. I call back, wait for a CR, give my speech again. This CR tells me the account was already canceled....apparently the previous one just canceled my service without my verbal confirmation. I then asked her about the fees (I knew there was a $39 cancellation fee within the first 12 months though Vonage doesn't have any "contract"). She says the total is $119. I gasp and ask why. "There is an $80 Rebate Recovery Fee" the CR tells me. I reply that in my terms literature, it states if you cancel within 180 days, there is an $80 Rebate fee.....today would be the 181st day, thus mitigating this fee. The CR doesn't get it and continues to tell me about the $80 fee. I just hang up and slept on it. Call back the next day and speak to 2 different people who BOTH say I owe $119 (for an account I didn't even cancel in the first place). Another month goes by and now it's March 12th. I make one final phone call after I've payed for 1 more month of service. The CR gives me the same info; I owe $119 ($80 rebate fee + $39 cancellation fee). I then tell them their website and printed literature states there is NO fee after the 180th day of service. Again, they don't under stand this. After 10 seconds of silence, I tell the CR rep "I'm sorry, but you're wrong - There is no fee and you'll see that tomorrow." I hung up and went to the BBB's website and filed a complaint with them. They emailed me back as did Vonage saying they would refund my $80 rebate fee for "customer satisfaction". I wonder how this can even be legal as it CLEARLY states otherwise in their Terms & Conditions. As of today (2008.03.17) no refund yet in my bank account, but I'll check every day until it shows up. If it doesn't show up within 10 business days, I'll take this issue to the state and further if needed. Seriously, good luck to anyone dealing with Vonage. I would NOT recommend them to anyone at this point. Too much of a headache to deal with if you ever need help or want to terminate your service.
3/13/2008 - Trace writes:
I have tried canceling this service for a couple of months now. Serious issues with this. Get the run around , or if I am speaking with someone, a couple of times the line "mysteriously" dropped.<br />
They are given a loooooong script to try to to prevent the cancellation. I have just succeeded "i think" i getting it canceled . Hopefully no unforeseen charges show up on my credit card anymore. We will see. I would strongly advise against this company due to the fact it is so difficult to cancel.
2/19/2008 - Marion writes:
Vonage advertises that they have the best service and product at the lowest price. None of this is true. They promise a free trial period and then charge you anyway. They weren't able to get my service working for incoming calls or to get my number transferred. After almost 3 weeks of extreme frustration trying to work with their representatives that couldn't speak English very well, I tried to cancel my service. They would keep me on the phone for 30, 40 min or longer only to be told they would not cancel my service unless I authorized a retainer fee of $75 for the equip that needed to be returned. I wouldn't authorize the charge and returned the phone on my own. They still would not cancel my service. After many more phone calls and express denial for them to charge my Visa card, they did just that anyway. After a couple hundred dollars, I finally had to change my accounts from these people taking my money. Now they are trying to send a bill to collections for a cancellation fee that should never have been charged to me. I wish i would have looked this company up before I tried to business with them.
2/14/2008 - beverly writes:
I got Vonage/the unit/at the mall in late November 2007. Nothing could connect it to my internet. Online they had already billed me $65.00. I paid it. The next two weeks, they have emailed me that I owe an additional $46.00. I have to pay that to close the account. That is one hundred bucks without one second of service. They are in the Phillipines screwing us out of our money and credit. My number is [] my email is []
1/27/2008 - Minoo writes:
My story the same as all the other complaints that I have read. Being charged for 3 months for service I NEVER recieved! Repeatedly called to cancel and stop the charges to no avial. Outragiously long hold times, staff that were VERY RUDE and unprofessional. And out $250 out of my pocket. Paying for disconnection fee when i was never even connected! And having to speak with 10's of agents and supervisors, explaining and pleading me case but to no avail! I have written to the CEO of the company who I was told was named John Harris. I registered this letter and asked it to be delivered to the CEO in person, but the signature I got back as knowledge or reciept was from an agent. I really would like to report this company and I will report to in addition to telling EVERYONE i know that this is a fraud company that just rippes off consumers and has NO CUSTOMER SERVICE whatsoever. If anyone out there knows any other source that this needs to be reported in addition to all the credit bureaus, please let me know. Let's take these theives to court and have them pay for what they have ripped us off of.
1/26/2008 - Robert writes:
My 91 year old mother suffering from Alzheimer's had an account set up by me which I paid on my credit card. She died last month. I have tried to cancel the service to no avail. Each time I call they place me on hold for over 20 minutes. They have just one fax line that they instructed me to send the Death Certificate to. It is a dead voice mail box. They admit this but offer no other suggestion other than to try to convince me not to cancel my service. I called back but acted as if I was a new customer. The call was answered immediately. I could tell that the person on the phone was more professional than the yahoo's I had been dealing with. He explained that his job was only sales but was compassionate to my troubles. I said that he was different than the rest at Vonage although he could not help me. He told me that he does not work for Vonage as they outsource new customers to professionals who know how to deal with people. Vonage is a total disaster.
1/25/2008 - John writes:
This company has the worst customer service I have ever seen. They WILL NOT let you cancel your service! I have been trying for the last month. You can listen to all their phony sales speals for hours and wait on hold until you grow old. If you ask for a supervisor, you'll be put on hold and no one will ever pick up. They ae bsessed wth collecting a $39.99 disconnect fee and will not take no for an answer. I was told to wait until my year contract was up on the 24th. I waited until then, called back, waited forever on hod, was forced to again listen to 20 minutes of why they think that Vonage is a better deal than my cell phone! (How do I carry my PC around with me to make calls/) Then they tell me that they are going to charge me $39.99 because my contract is for one year and I am a day early!!!!!! Is my math wrong? If I sign up on 1/24/2007, then on 1/24/2008 it is the 366th day and I should be able to cancel, as their own rep said two days earlier. NOOOO, they want you to call back again, wait on hold, listen to 20 minutes of BS to save the 40 bucks!!!! How does that make sense if the contract price is only 24.99 per month?!?!?! VONAGE SUCKS!!! Do not sign up with them. I have not used their service for months, it is unreliable difficult to use, not worth any mpney and they are unethical!!
1/20/2008 - Linda writes:
I just want to note, in reading the complaints and the defenses, the one main thing in common in ALL of the defenses is that they are all STILL Vonage customers. This makes total sense, since they are happy with the service. Most of the complaints, however, are to the fraud that occurs if you did the "free-trial, and money back gaurantee thing. I don't know if Vonage service is good or bad. Three days after receiving my equipment I realized I could not use it without rewiring my house. It was not that important to me to try this service. What followed that was multiple calls to Vonage and my previous provider to try and straighten out who actually had my phone number. Then I just transfered it to a completely new provider. All this time, just short of one month, I was without phone service in my home. I had wanted to cancel Vonage, but I was told to wait until my number was ported out, so I wouldn't lose my number. AS SOON as this was done, I called and cancelled. They told me it was cancelled, but they couldn't refund me per the agreement until the equipment was returned. I understood this, so i sent it back, and then after I received confirmation they had receieved it I called for my refund. They now told me I was past my refnd period. They said I still had service with them and if I wanted to cancel it was going to cost me an additional 39.99!!!! What has ensued is a lot of useless phone conversatiosn and emails. As someone has noted, they are VERY SKILLED at their fraud. I will spare you all repeating anymore details which you've already read numerous times, here alone. I just wish I had done more research before attempting to switch! What a scam. I DO plan on cancelling my credit card before cancelling, so they don't get anymore money out of me. I also intend to attempt to refute the charges through my card company and report them to as many regulatory agencies as possible. If you are one who defends vonage, because you still have their service, please don't judge us for being stupid, as many of your posts elude to...you too will change your opinoin if you try to cancel with them, I am almost cetain, unless of course you've been with them long enough, they feel THEY have gotten thir money's worth with you.
1/2/2008 - patricia writes:
was not able to get my incoming phone messages in my email as attachments. Sometimes they would "pop up" hours after the call was made or not at all. Trying to terminate my service was a nightmare! There is no way to cancel on-line, and I was kept waiting (initially) for almost an hour on the phone! After 50 mins. of waiting, I tried to tell the person who finally answered that I was frustrated with the long wait (after being told it would only be five minutes), and he hung up on me! When I called back and waited again, when someone got back on, our line was disconnected. I called back (wait) and asked to talk to a supervisor (wait). He forwarded me again (waited for another 20 mins.). All in all, 90 min. to cancel! There was also a cancellation fee I had not been made aware of. I am very concerned that they will not continue to bill me after termination...and that I will have to call again for more drawn-out waiting). I would never recommend this service to anyone, ever. This is the one of the worst "services" I've ever paid for. Don't be duped!
1/2/2008 - Marty writes:
My Divorce Was Easier Than Leaving Vonage!!!! ****Please Read***** The stories on here all seem very similar so I wont waste your time with specifics........ Cancelled my service 5 months ago and have been billed every month since. Let me tell you.... I have to pay vonage its propers.... I have NEVER encountered a customer service staff more expertly trained at FRAUD, than those that I've dealt with at vonage. Endless hold times, Out-right refusal to transfer you to a manager, admitts to over-charge and refuses to credit my acc. !!! there is hope...... every vonage acc. requires a credit, debit, or checking draft agreement. I filed a dispute with my bank for 6 months of vonage related charges. After a half hour of dealing with Vonage, my bank customer service team agreed that this is out-right fraud and gave me my money back. these charges can be recovered for up to 6 months of past billing
12/31/2007 - JD writes:
The company Passport of Fun does not provide the services that they tell you. When you confront them about the charges they will very quickly cancell your charges. Then you are not intitled to the rest of your charges or services that you was entitled to due to the cancellation. This company is only out to rip you off..
12/30/2007 - Cheryl writes:
Hi, I have read some of the complaints and mine is about the same, We got the vonage service and they said that they would work with our dsl company. This was a lie, we got the stuff and connected it and it worked with lots of problems, they had our other phone service disconnected for us, this took about a week, then when our phone service was shut off we had nothing no internet and no phone, my husband spent money on a cell phone so we could fix the problem and come to find out they did not work with net zero, we had to get our other phone service turned back on and turn in our dsl, stuff. Netzero had to put us on dial up and we have to wait two weeks to start our dsl again. We also lost our number and had to get a new one. The bad thing is this ended up costing us 200.00 dollars so far. Also were charged double from vonage and they bounced our acct. we have had bank fees and they took our atm cards, they are going to take a fee for canceling our service with them and we had no funds in our acct. to cover it. We had to close out our acct. and open a new one to protect us from these scam artist. They also are making us pay to ship their product back and this was all their fault, I wish there was something we could do to get a refund on this?! by the way this all happened right befor christmas, nice huh?
10/31/2007 - Patricia writes:
Contacted Vonage about their service. I told Vonage that I had Hughesnet Satellite High speed connection and asked if Vonage would work with Hughesnet. They assured me it would. I gave them the order and they said I could keep my existing phone number. After receiving Vonage equipment and installing it per instructions I could hear a dial tone. The problem is I can hear other people but they can not hear me because of the latency or time delay of the Hughesnet connection. After contacting Hughesnet they said that no VOIP would work with Hughesnet Satellite high speed connection. Vonage has taken my locl number. On the 10-23-2007 I called AT"T back while I was still connected and told them my problem and requested my number and service back. AT"T said I would be connected by the weekend. Well this is 10-31-2007 and Vonage still has my local number and it does not work and they have not returned it to At't. Vonage customer service is non existant, they have never contacted me regarding this problem never emailed me about correcting this. I have been told by At'T that now Vonage owns my number that I have had for many years and I have no phone service as of today since the 23 of October 2007. They deliberately mislead me and caused me to loose my phone serice. Don't even think about doing business with this company.
10/6/2007 - Mark writes:
I have been a customer of Vonage since Dec. 2006. For some reason, beginning in Feb. 2007 they began charging me for a second phone line which doubled my bill. I have lived in my house for over 15 years and have only had one line and one phone number. My efforts to resolve this matter only resulted in a major run around. I plan to get the tape-recorded conversations of my calls to Vonage and persue this to the end. As I see it, I trusted them with my checking account and they stole form me and once caught, refuse to give it back.
10/3/2007 - Heidi writes:
We had Vonage for about 2 years. It seemed that every time I went to use the phone, there was no dial tone (usually they were updating). My mom tried to call me numerous times but got a message that said my number was temporarily unavailable....like I didn't pay my bill or something. Finally I bundled my number with my cable company. I kept my number, but I was still getting charged from Vonage. Calls to the company were like pulling teeth. Even though it sounds good, I sugguest you go thru your local cable company.
9/22/2007 - Jim writes:
ok here's my story I tried vonage after the local phone company was getting over 100.00 a month just for basic services at my house and i had the high speed internet anyhow,after some hassles getting it set up and usable i had vonage for over a year without too many hassles other than some dropped calls and alot of lag using the internet connection. In feb we decided to add a second line for my teenage son too use since and thats when they decided to review their accounts and felt my use of the phone was indicative of a small business so they started charging me the higher rate.I called and called and called triing to get ahold of an elusive customer service rep who was never in the office and wouldnt return your calls.But after several attempts and a stop payment order on my bills i did finally talk to the man.after explaining that they advertise (unlimited use)and the fact that i have 2 teenagers and my fiance using the phones all the time i thought the issue was resolved and he was to change my rates back too the residential rate...but apparently i was lied to and they never did. I stopped paying the bills and they eventually suspended the service but it was the only way i could figure out how to cancel the service and have switched to a different phone service.
9/18/2007 - Joyce writes:
I had this service for over 4 years. Everything was fine until I decided to switch to another carrier. I called to cancel but kept getting charged on my credit card, I called them up again and the rep I spoke with could not refund me and gave me a free month if I stayed with the company. I did but just for that one month because I immediately called my bank and cancelled my credit card so that they could not bill it. Needless to say they tried to contact me so that I could update my credit card information with them because the one on file was "declined" thank god. Now I keep getting offers from them if I decide to come back...HA!!!
8/28/2007 - Ates writes:
I opened a business account w/ vonage with a total of 4 lines.Within the first month I realized that Vonage was not able to provide proper caller id as required by law. This entire issue lastet 4 months and I was told I don't know how many times, that the issue was now resolved.(It wasn't) So I gave up and learned to live with the fact that my business caller ID's were everyhing from Vonage Hldgs to Potts Phone(no kidding), but not my company name or number. Than after 5 months of service, all my numbers were dead one afternoon during business hours(we are still talking about $49/mo business numbers). After 1 hour of arguing I got the answer that they were perfoming a sotware update. So I contacted my local cable provider and asked them if they could get those numbers from Vonage and smoothly transfer them without any down time. - It took Vonage over 1 month to finally release the numbers. So I called and cancelled my account and was told that I would have to pay early termination fees. I aggreed, just to get it over with after all I entered a 1 year contract with them, I guess. And at the due date money was taken out of my account. 1 month later Vonage messed up my accounting totally, by taking out another payment. So called and after almost an hour again was told, that there was no record of the transaction, but the customer service rep would help me out and now close my account, but I would be charged 1 month for early termination. Again I replied whatever it takes just not to have to deal with Vonage again. He also gave me confirmation number, which unfortunately I can't find. Today I was told by my bank that my billing account was charged overdraft fees, because Vonage again took out money out of my account. After being lied to by incompetent Vonage employees, and waisting over 2 hours on the phone, the outcome was this and still is: - My account isn't closed. (The moron I spoke to the month before noted that I called for Caller ID issues. Why would I do that if they don't event have my numbers for the last 3 months???) - They could close my account NOW! - I would be charged Early termination fees, but I could email them for a refund request (Yeah Right!!!) - But I was offered another phone number and they would give me credit. Than I called again and spoke to another lady, who told me: - She could give me credit for 1 month<br />
- She would close my account, but she would have to charge me early termination fees. I asked her if it would make sense to her that I would keep on paying on an account for 4 months without getting anything in return and Vonage not even owning my phone numbers. Also I asked her if it would make sense that I would call in to complain about caller ID's for numbers Vonage doesn't even own anymore. She admitted it didn't make sense, but that didn't change anything on the issue that she could cancel the account for a fee and I could apply for credit back. At the end she guided me to their website for the coporate information in case I wanted to complain. I am really not a complainer, but I hope That this wil prevent the same thing from happening to oher people. Where am I standing? I guess I still have an open account at Vonage and if I don't die soon, they will keep on charging me. I guess that was contract with the devil and he will keep on sucking me dry.
8/13/2007 - Wally writes:
Everything Started when I decided to switch my phone provider to Vonage in june 25. I will disclosed all the charges: 1 connection fee 9.95 - when I asked if Vonage was compatible with my internet provider clearwire they said yes. And is not true. 2. When attempted to call and cancell before it was too late they promised send a wi-fi phone no charge to give a try and promise it will work. Not true it was a lie. 3. After spending over more than two hours new device worked for one hour only. 4. call to cancell only had to call in business hours their dept. that handles cancellation was closed. 5. Got an authorized charge for aprox. $66.00. Called to disputed, no help at all. Only rudness and my call was disconnected eventually by one of vonage representatives. After spending over one hour on the phone. 6. Sent an email to their corporate offices they said they do not have any records of all they promises and said I had to pay the shipping and handling to return their device and if I wanted to close account with them had to pay $95.00 for a service I was never able to use. Plus 19.30 in shipping and handling. 7. total charges 190.25 for a service I never received and bad customer service. This company is a scam and I think all american consumers should be aware of this.
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