Vonage

Attachedis the reply for complaint #[redacted]

Complaint: [redacted]
I am rejecting this response because, though the phone number was recovered and service restored, I would like to know what measures are being put in place to ensure no customer's phone number ever gets 'slammed' or...

transferred without the current phone number owner's consent.  The reason for requesting for the measure to prevent such issues reoccurring (either to me or other customers) is my concern with respect to the privacy of customer's information and identity theft.  Thank you.
Regards,
[redacted]

Attached is the reply for complaint [redacted]

Attached is the reply for complaint #
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[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However, in the future I feel Vonage should be more upfront with this particular term of service since they entice you to prepay for the year to receive the added discounted monthly fee.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have called three different times talking to three different people with no resolve. They can see that the service has not been...

connected since October of 2012. Big business like continue to take advantage of people like me due there confusing way of running their business and having people that are not easily understandable and that didn't do their jobs. Voyage owes me money and I expect to be paid along with my service to stop along with the billing to stop.
Regards,
[redacted]

Attached is the reply for complaint [redacted]

Review: No phone service for 3 weeks, refused to fix the issue or credit my account. We had Vonage for about 8 months when our phone service died. I was able to hear people talking to me, yet no one could hear me. I contacted Vonage via internet, I was told it was my internet provider. I had Cox cable come out, the replaced wires and my modem. My phone still did not work, we replaced the phone itself 3 times. For 3 weeks I was without a phone. I am disabled as is my son. Vonage kept telling me it was Cox cable issue. Finally got them to send me a new adapter and it was broken. When I contacted them again I was told I had to pay to return the adapter. Since Vonage refused to help us we had to sign up with a carrier that would. Now Vonage wants me to pay for closing out my contract early.Desired Settlement: I want out of my contract with no fines and I want my account credited for the 3 weeks I my phone service with them, and my phone service did not work.

Business

Response:

I am writing in response to the complaint received on behalf of [redacted], Vonage account number [redacted]6. The complaint is in regard to the disconnection fee associated with her account.

I have reviewed the details of the complaint and the notes on the account. Ms. [redacted] activated service on December 13, 2012 and service was terminated on October 12, 2013. In her complaint, Ms. [redacted] indicates that she was experienced technical issues with her service and is now requesting a credit for the Early Termination Fee associated with her account along with a credit for the amount of time she was unable to use the service.

Pursuant to our Terms of Service, an account that is disconnected beyond the trial period and within (1) year of service is charged a non-refundable disconnection fee that is pro-rated based upon the number of months in term of the agreement for a customer’s selected rate plan. However, based on Ms. [redacted]’s apparent desire to cancel service, and the technical difficulties experienced, Vonage has agreed to remove the current outstanding account balance in the amount of $71.48. This credit represents the disconnection fee assessed to her account along with the last monthly service fee charged to her on August 21, 2013. The outstanding balance is no longer Ms. [redacted]’s responsibility. Vonage considers this matter resolved.

I am confident that this information will be helpful in resolving this matter.

Sincerely,

Regulatory Complaint Analyst

Review: I have signed up with Vonage. The representative advised I was going to get 300 international minutes per month to Haiti an the Bahamas, that was a lied. when I called I was advised there is no such a plan. they took my card information at purchased and was not aware they were going to stored my card on file and do automatic draft every month. I first called them and informed of the misinterpretation and told them not to go to my account and withdrew money that I want to cancel the service. the representative apologized and stated she will change my plan and provide a new payment method. I informed the representative if they keep going to my account I will cancel the service. The representative then changed the plan and lied again never noted her system about changing the payment method. I called today and spoke with [redacted] informed her of all the conversation took placed with Vonage regarding going to my account. [redacted] said she is sorry there is nothing she can do. I am very disappointed with Vonage service they lied and very dishonest. They took my card information and storage it without my consent. I will never refer or advice anyone to go to that company. I will also advice my bank regarding this fraudulent transactions.Desired Settlement: Credit my account and allow me to called in for the payment

Business

Response:

Attached is the reply for complaint #[redacted] ([redacted]

Review: In November 2013 I changed to Vonage because the price was cheaper. They sent equipment which I hooked up myself. The phone kept cutting out. I complained but got no result or solution. It was getting worse, which was not only irritating but detrimental to any business like phone calls. Nobody from Vonage has ever been to my house, and the problem was obviously never going to be solved. I opted regrettably to go back to my previous telephone provider. [redacted],

Now they require a disconnect fee. For what? I signed no contract, nobody has ever been to my home to do any connect/disconnect work. Their collection agency says its' because I didn't give 30 days notice. I have never been informed of that policy. Therefore I feel I owe nothing.Desired Settlement: I would appreciate a resolution to this problem, preferably without other excuses from Vonage. I shouldn't pay for non-service.

Sincerely, [redacted]

Business

Response:

Attached is the reply for complaint #

Call

Review: I filled a complein with Revdex.com on October 2013 against Vonage because they keep billing me and taking money from my debit account even that I closed it. They deposit into my account back 51 dollars. I didn't check my account thinking that everything was ok, I went out of the country, what was my surprise today that they keep billing and charging my account on December37.82, January 37.82and February38.09. I'm really frustrated with this company. I called now my bank, I told them the start an investigation because this company is a problem with their customersDesired Settlement: They need to closed that account and refund more than 100 dollares

Business

Response:

Attached is the reply for complaint #[redacted]

Review: I wanted to cancel my service back in Oct of 2013 was told that my contract was until Nov 13 and that I would be charged 150 dollars to cancel at that time. I talked to the customer service rep and he put me on the lowest plan that they had for the remaining months. I told this rep that I wanted the service cancelled when my contract was up. he told me that he would note it in my account so then it would be turned off when my contract expired. believing that he would do as he said I unplugged the box from my phone from the internet as well. today 2/7/14 I received a notification that vonage took $17.98 from my checking account. I called right as soon as I received the notification to be told that no my service was not cancelled as the rep told me it would. I know that they bill a month in advance so I asked for a refund for this coming month. I was told repeated that they dont give prorated refunds. I then pointed out that it was not a prorated refund as they billed me today and I was cancelling today. I asked to talk to a supervisor ( I never did speak to one) and this rep said that they would process me a refund for this month. I feel that I was mislead and deceived by the company when I asked them to make sure to cancel the serivice when my contract ended and then they never did. for 3 months I was paying for something I thought was cancelled. they have said that this refund of $17.98 would take 5 to 10 business days. I really feel that they owe the money that I paid for the three months $53.39.Desired Settlement: I believe that I am entitled to a refund of the 3 months. $53.39

Business

Response:

Attached is the reply for complaint [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complain[redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I contacted vonage at [redacted] on october 12th 2012 and cancelled my service with Vonage. Two months later I was still getting billed so I contacted them again and they said they would take care of it and apoligized about the issue. At that point I thought it was taken care of and I paid off my credit cards and all of a sudden I have a charge on one of them from Vonage. By the looking of the statements they have been charging me all along.Desired Settlement: As of right now it has been since 10/12/12 that would be @ 9.99 a month and three new charges of 21.24, 73.46 and 9.99. I am sure they know the charges that they have charged me but it looks from my side to be a total of $264.53.

I also would like someone to look at their policy for cancellations as this should have been taken care of much sooner and easier than this.

Business

Response:

Attached

is the reply for complaint #[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have called three different times talking to three different people with no resolve. They can see that the service has not been connected since October of 2012. Big business like continue to take advantage of people like me due there confusing way of running their business and having people that are not easily understandable and that didn't do their jobs. Voyage owes me money and I expect to be paid along with my service to stop along with the billing to stop.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because as you can obviously see in your computer system the phone has not had a phone call going out since before 10/11/12. I moved into my new house on this date and the service was called on prior to this date to be shut off. There have been no service to pay for since 10/11/12. This bill has been stopped twice according the statements from my credit card company yet this service was left on with no contact to me for the failure to pay. I feal this a very poor business practice to be able to take advantage of a person that trys to help companies to go automatic payments but they make a mistake and dont shut off my service and continue to charge a person and they know that there has been no contact with a person they are charging every month except the month that the card maxed out for three months and no payment was made and no contact was attempted.

Regards,

Review: Vontage continued to bill account even though phone had been disconnect.Desired Settlement: July 2012 17.34 / Aug.2012 17.34 / Sept.2012 17.34 / Oct.2012 18.71 / Nov.2012 18.71 / Dec. 18.71 / Jan 2013 18.71 / Feb 2013 18.71 / Mar. 2013 18.71 / April 2013 18.61 / May 2013 18.61 / June 2013 18.61 / July 2013 18.50 / Aug. 2013 18.50 / Sept. 2013 18.50 = 275.64

Business

Response:

Attached is the reply for complaint #[redacted] ([redacted])

Business

Response:

I am writing in response to the complaint received on behalf of [redacted], Vonage account number [redacted]. The complaint is in regard to a refund request.

I have reviewed the details of the complaint and the notes on the account. Ms. [redacted] activated service on January 7, 2012, and service was terminated on October 22, 2013. In her complaint, Ms. [redacted] asserts that she had attempted to cancel service in July 2012 but Vonage continued to bill her. Therefore, she is disputing the charges assessed to her account after her initial request to disconnect service.

Vonage requires its customers to call our Account Management Department if they wish to disconnect service. This is a security measure to prevent anyone other than the account owner from canceling a customer’s service. Once contacted, the department verifies secure information prior to disconnecting single lines or the entire account. However, there is no record of Ms. [redacted] contacting Vonage during this time period. If Ms. [redacted] spoke with our Account Management department, her account would have been tracked with the date, time, and the name of the agent with whom she spoke.

Pursuant to our Terms of Service, which is accepted when a customer activates a Vonage account, the provided payment method becomes the default payment method on that account. Payment for service is automatically renewed on a monthly basis, unless the customer informs us that they wish to disconnect their account. In other words, by providing Vonage with a valid credit/debit card, the customer authorizes Vonage to bill that card for all services. Since Ms. [redacted] did not contact Vonage regarding disconnection, billing for services continued. Based on this information all charges were properly levied in accordance with Vonage’s Terms of Service and compensation is not warranted. Vonage considers this matter resolved.

I am confident that this information will be helpful in resolving this matter.

Sincerely,

Regulatory Complaint Analyst

Review: T Mobile has been trying to port my Vonage phone number since Oct. 23. All the information was provided to Vonage correctly. Since then T Mobile has notified me 3 times than Vonage refuses to release the phone number due to a supposed "zip code error" even though my address and zip code [redacted] has not changed in 8 years and I've been with Vonage for far less than 8 years. The second time the Vonage rep conference called T Mobile and assured T Mobile the phone number would be released. That was last week. Still got another error message with no resolution in sight.Desired Settlement: Immediately order the release of my phone number to T Mobile and compensate me for the delay and billing for both Vonage and T Mobile on this phone number.

Business

Response:

Attachedis the reply for complaint #[redacted]

Review: I signed up for Vonage's 3 month special deal, I recently tried to cancel and learned of the $100+ termination fee and the fact that I only had 45 days (not the whole 3 months) to cancel. I feel I was misled by the advertisement. "Customer Care" was not very nice about the whole episode either. Your service should be good enough that people want it, not trapped by termination fees buried in the fine print of your agreement.Desired Settlement: 1) They should make their deal clear in the advertisement 2) Now that I have experienced how they treat their customers, and I am not happy with it, (isn't this why you do a trial?) allow this relationship to end without making me pay an outrageous fee to end it.

Business

Response:

Attached is the reply for complaint #[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Their response and extreme efforts to cover their misleading advertising with their fine print may be legally and technically right, and I admit to signing up for the service without reading all the online disclosure documents thoroughly. This does not make their OVER HYPED 3 MONTH $9.99 TRIAL OFFER any less misleading. Any reasonable person would have assumed that 3 months for $9.99 is what you are buying. I have since learned that I could have kept the service even though I am moving, but of course will not be.

Instead VONAGE has turned me into what branding experts call a "DETRACTOR" vs. a "PROMOTER" of their service. This attitude toward their customers probably explains the poor performance of their stock since 2011.

Regards,

Business

Response:

Attached is the reply for complaint #[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The business obviously disagrees with me that their advertising for a 90 trial of their service was misleading. A 90 day trial is just that, 90 days. Not 90 days at the teaser rate, with a 1 year commitment at the over-priced rate. I have refused to pay their termination fee, and want to alert as many people as possible to this scam perpetrated by Vonage. To anyone reading this, do not fall for their advertising of a 90 day trial. The service is not that good even at the special rate, just pass on Vonage.

Regards,

cc: This Response re-posted on [redacted] and [redacted]

Review: The sales rep at local[redacted] signed me up to receive Vonage service for $9.99 plus taxes for first six months. Well I received that rate for first 3 months then bill jumped to $26.99 plus taxes a month. I called vonage and talked to account management rep and he said I was lied to and supported that I file a complaint because this has happened a lot. I also contacted sales rep who sold me the service and he said he was just the sales rep and his manager told him to offer 6 months and that he is the manager now has to take care of dealing with previous deceived customers. The sales rep name is [redacted] and his phone number is [redacted] His resolution was to offer me refund of the full amount I paid for which was $26.99 plus taxes for the fourth month and sign me up again and with same phone number and receive another 3 months at $9.99.Desired Settlement: I want my original service agreement to be honor which was $9.99 plus taxes first 6 months. I only received that price for first 3 months. If this cannot happen then I want my last payment with which was $26.99 plus taxes refunded.

Business

Response:

Vonage complaint reply #[redacted] ([redacted])

Review: I called Vonage in May of 2011 to cancel my service. I was told that it had been cancelled, however the account remained open and I continued to be charged. I called again in early 2012. At that time, I was told that I never called in 2011 their records showed no phone calls. I was again assured that the account was cancelled. Today 10 February 2014 I noticed a charge from Vonage when checking my bank account. I called them and was told that I had never called them in 2012, but the operator did see I had called in 2011. I told them, for the third time, that I wanted to cancel my service. The operator assured me that the service would be cancelled. He said that he did not see any activity on my account and that I would receive a full refund. I asked him when I could receive it and he told me to hold while he went to go check. When he returned he told me that despite the fact that the last time the account showed usage was in Oct 2011, which makes no sense, as I had placed the Vonage box in a box in the spare room in May, that I would not be getting any of the money that they had taken from my account since I first and SECONDLY requested that it be cancelled.Desired Settlement: I want my money back.

Business

Response:

Attached is the reply for complaint #[redacted] ([redacted]r)

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Vonage has been charging my credit card against my wishes on a annual basis rather than a monthly basis as I requested. They charge me a full year in April for the following 12-months of service. I just canceled service (I have pdf of cancellation), but they will not refund any of the $389.52 (I have pdf of invoice). That makes the price to be $77.90 a month. According to their website (I have pdf of their ad on [redacted], even the month-by-month is only $26 per month plus taxes. That should be about $38 per month or ~$266 total. I should have got back ~$124.Desired Settlement: ~$124

Business

Response:

Attached is the reply for complaint #[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I have a Vonage global calling card and an automated refill of $5, whenever my account balance drops under $5. So, there should always be less than $10 in my account. Within two days (31/12/2013 and 01/01/2014), my credit card was charged four times $5, although my account balance did not drop under $5 more than once, leaving me with >$20 in my Vonage account, which I had not authorized. I called Vonage twice in order to get a refund, and today I saw that $5 (instead of $15) had been refunded. I called Vonage for a third time today, and could not get through to anybody. The second time I called, Vonage was actually supposed to call me back with a status of the refund, but the promised call-back never happened. I don't have time to make further phone calls to follow up on an issue which was caused by Vonage.Desired Settlement: Please offer immediate refund.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

The business has already responded to me shortly after I filed the complaint and refunded the money as requested. As far as I am concerned, case can be closed.

Regards,