Vonage

Review: My husband and I got Vonage for a landline in our home around August 2007. It never worked AT ALL. We called and cancelled our account in November 2007. We spoke with a person who said they cancelled our account. Vonage continued to bill us monthly for a service we cancelled. We called again around January 2008 to re-cancel. Again, we received confirmation that our account was cancelled. They continued to automatically withdraw the monthly fee for service from our checking account. We called them AGAIN around September 2008 and cancelled AGAIN. We received confirmation that it was cancelled. I didn't see any charges on our account and thought the matter resolved. In January, my husband returned from a deployment in Afghanistan. His debit card information was stolen while he was traveling home, and we both got new debit cards. In July 2013, we received a collection notice from a company for $120 that Vonage was claiming we hadn't paid them. They had started withdrawing from our account at some point and ran into a problem when our old debit card information no longer worked. We immediately contacted Vonage and explained to them the situation and that we were NOT paying for a service we had cancelled over 5 YEARS ago. After over 2 hours of the runaround on the phone, getting transferred back and forth between departments, we finally spoke with a manager high enough up that we were told that Vonage had settled a lawsuit regarding their unsavory billing practices a few years back, and we missed it. They were willing to drop the notice, forward the matter to a special department, and send a refund check for the amount dating back to the lawsuit, totaling about $770. We're still waiting to hear from that department, even though we were promised a phone call within 24 hours back in July, and the check hasn't arrived. As of 9/18/2013, we still haven't received any word from them. We will be contacting them again.Desired Settlement: I would like Vonage to send us the check they said they would. I would honestly like a refund dating back to November 2007 (since that is when they began wrongfully billing us), but I was never made aware of the lawsuit they mentioned until this year, and I am unsure how that affects the money they owe me and my husband. I am not sure if the lawsuit explanation is an excuse by them to not refund the full amount they owe us, or if it is valid. At this point, I don't really care and just want Vonage to settle as we agreed and leave me and my husband alone.

Business

Response:

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

After numerous attempts at trying to locate Ms. [redacted] account number using the information provided in the complaint, I am unable to do so. In order to investigate this complaint, I need to have at least one piece of the following information (which can be faxed to my attention at ###-###-####):

1. Vonage Account number for Ms. [redacted];

2. Phone number associated with the account;

3. Username or e-mail address associated with the account.

I apologize for the inconvenience Ms. [redacted] experienced and look forward to assisting her in resolving this matter.

Sincerely,

Review: I signed up for Vonage's thirty day trial offer with money back guarantee on February 15, 2014, paying $17.36 via my credit card. I did not open the box sent or installed the Vonage service. I cancelled the service on February 28, 2014, and received a credit of $17.31. Vonage refused to credit the full amount since the account "has been closed."Desired Settlement: I am requesting a refund of $0.05.

Business

Response:

Attached is the reply for complaint #[redacted]

Review: I was told that I would receive a money back guarantee for trying vonage service within 30 days. I called to cancel the account. The representative wanted to know why I didn't want the service. I told him it wasn't the service but that I really didn't use or want another line and the taxes and fees were more than the account monthly charge and I couldn't afford it. The rep. absolutely REFUSED to cancel my account and INSISTED I keep it and he would extend the warranty to 45 days. After about 7 times refusing to cancel my account I told him I sent back the box which was required to cancel the account. I sid he would send me a new box.Desired Settlement: I do not want this service. I do not want the box I cannot afford the government fees attached which were over $10.00. On the 23rd of April I sent back the box as per required in the 30 day month back guarantee at [redacted] tracking number can be provided. The website will not let me send it it thinks it's a credit card number. I want my card credited and I don't ever want anything to do with this company again. The address I sent the box to was in [redacted]. This cost me $6.85 and they are gonig to send a new box. I want my money of $6.85 back and my credit card refunded.

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[redacted] expressed dissatisfaction with our Account Management Department. I apologize to [redacted] that he was not met with the level of customer service aptitude to which we aspire, and to which he deserved. We are continuously striving to improve all aspects of our company so every customer experience is both positive and constructive. Though Mr. [redacted] experience was negative, his feedback is both welcomed and appreciated. Our records indicate that this matter has been previously addressed by another member of our Account Management Department. As a result [redacted] account was terminated on May 6, 2014, and a refund in the amount of $16.58 was issued to his method of payment on file. However, Vonage does not require our customers to return their devices back to us once their account is terminated. Vonage is unable to compensate for these charges, as we did not bill the customer for it. Vonage considers this matter resolved.

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 notified Vonage today, [redacted], 2013 at approximately 4:45 PM CST, that I was canceling service with them effective the end of tomorrow, [redacted] 2013. Our billing ends on the 12th day of the month. The Vonage customer support rep. informed me that we were not on a contract basis, and free to cancel. He also informed me when I asked about a refund, that we are not entitled to any refund by canceling, even if we have unused service as we do, ten (10) days. He also informed me that Basic Talk, who we are switching our service to, is owned by Vonage. He also refused to give the city that the Vonage Corporate Office is located in New Jersey.

It appears to me what Vonage is doing is unethical by not providing a refund of the unused service that a consumer has already paid for in advance. At a minimum, since Vonage owns Basic Talk they should at least offer to giver a credit to the Basic Talk Account, but a refund to a consumer credit card and/or account should be required.

Also, I will be filing a complaint/s with the [redacted] and [redacted] and any other Federal Agency that may be appropriate.Desired Settlement: Refund our credit card for the unused service, approximately $11.00.

Business

Response:

Attached is the reply for complaint #[redacted] ([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 Even Though that I do not have a confirmation number, I am pretty sure that cancelled my service since more than a year an a half, so that is the reason of why I disconnected my Vonage device and I have not made any call since that time. However, my credit card has been monthly charged at least for the last 19 months. I called to Vonage customer services to request a refund, but the representative, [redacted] told me that they can not make a refund for this issue. During the last 19 months my credit card has been charged for $714.31 for a service that was not provided.Desired Settlement: I have been client of Vonage since 2007 with the account number [redacted] so I would like to get a considerable refund for this issue.

Business

Response:

Attachedis the reply for complaint #10198617 (Manuel Abascal)

Review: I called told them not to use my credit card info. They said ok. they would not. Then turned around and did it any way.

Account Number: 1011807880 For Vonage

Date Processed: 04/03/2014 Date Occurred first time

Amount: $71.66 The amount bill without concentDesired Settlement: I want the practice of billing a persons card when told not to. It's my money, my card. I feel like I should be able to spent it when im ready

Review: So, over a year ago, I got Vonage as a business phone. It just didn't work. At all. I called their tech guys and their tech people said that everything was working fine when it OBVIOUSLY wasn't. I fought with them for a few months, then told them to cancel the account because it was just not going to work. This was back in June/July. They sent me an email saying that it was cancelled, all good. After another month, I deleted the confirmation email because I didn't think I would ever need it. Guess. What. Today I check my bank account because I am expecting a deposit from PayPal. PayPal deposit was there, and so was a charge for $136.50 from, guess who? Vonage. So I called them up and was as CALM AS HUMANLY POSSIBLE when I told them that they just charged me for every cent in my bank account.

What do they do? They call me a liar. They say that the account was never cancelled because there was 'no record of the cancellation in their systems' even though I got the [redacted] email. After I demanded that they refund the money and was no longer being nice about it, all I got was, "Well, we can close the account right now, but there would be a cancellation fee."

So I said, "Forget it, I will call my bank and put a hold on those funds and dispute the charges." Then they got a little more friendly, saying they would waive the cancellation fee, but they still refused to refund me the money that they stole. So I told them to close the account and never contact me again, then I called my bank. Bank lady was helpful. She suggested that I put a full block on my card so that Vonage can't charge or refund me anything. Why block refunds? Because she has seen it enough times that it was in memory: Vonage refuses to refund. You threaten to dispute charges, they quietly refund you $5. Then, since you were technically refunded partially, the bank can't dispute the charges and you are screwed.Desired Settlement: I want the $136.50 refunded to me immediately. I need that money to live on.

Business

Response:

I am writing in response to the complaint received on

behalf of [redacted] Vonage account number [redacted]0. The complaint is in

regard to a refund request.

I have reviewed the details of the complaint and the notes on the account. Mr. [redacted]

activated service on December 19, 2012 and service was terminated on October

30, 2013. In his complaint, Mr. [redacted] indicates that he had disconnected his

service in June/ July 2012, which was not completed, and is now requesting a

refund dating back to that timeframe.

Vonage

requires 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. There is no record of Mr. [redacted] contacting Vonage in June/July

2012. If Mr. [redacted] spoke with our Account Management department, his account

would have been tracked with the date, time, and the name of the agent with

whom he spoke.

Pursuant

to Vonage’s Terms of Service (“TOS”), which every customer agrees to upon

activation of an account, we will bill all charges in advance and the agreement

will automatically renew on a monthly basis until the customer informs us that

they wish to disconnect their account. In other words, by providing Vonage with

a valid credit/debit card or checking account, the customer authorizes Vonage

to bill that card/account for all services.

Based

on the aforementioned information, all charges have been properly levied in

accordance with our 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.

Consumer

Response:

Review: [redacted]

This isn't a matter of if the charges are in accordance with the ToS or not. I requested to have the service cancelled and was assured that this was complete, but this was NOT the case. Vonage LIED to me about the status of my service and I wound up being charged a lot of money for THEIR mistake. I am now filing a dispute with my bank over the charges. I don't care if Vonage agrees to give me the money back, I will have the bank reverse the charges and file legality claims against Vonage at their discretion.

I am an existing Vonage customer. I have four phone lines with vonage that I use for my small accounting business. For the most part, I found vonage to have excellent sales and set up support.

However, on January 29, 2016, I called up vonage customer care to order two more phone and two additional phone lines. I spoke with a gentleman in the Atlanta ce center. He begrudgingly took my order over the phone, promised me a small discount, and even supposedly helped me choose new extensions and phone lines to finalize my order. He emailed me a receipt for the sale. The receipt was not representative of the conversation regarding the products and pricing. I immediately called back, waited on hold for 20 minutes to speak to a different service agent to address the discrepancies in the order. The new agent who got on the phone was named "Sabrina". She refused to give me an ID number and eventually told me her supervisor would NOT speak with me. She then refused to cancel the inaccurate order or to fix it, she acknowledged that she knew the call was being recorded, and told me "she didnt care". She also initially refused to tell me the name of her supervisor or way for me to contact anybody that could resolve this issue. Sabrina, from the Atlanta office, got more and more defensive and nasty as the conversation progressed. It was seriously shocking to be treated this way by any service vendor, especially a vendor I was attempting to increase my business with. I felt like I was talking to somebody at the DMV, while she snapped her gum in my hear, and then eventually just gave me short non-responsive answers to get off the call with me.

Then, my debit card got mysteriously charged for two random services from vonage that I did not order the very next day. Also, the inaccurate order was never canceled as I had requested. I had to spend one hour on the phone with my bank to contest the charges. Im disappointed that Vonage allows this type of person to represent their company and that my bank card account was essentially hacked by this woman.

Vonage, please address this. Sabrina in the atlanta office and her unavailable supervisor, supposedly named "Mrs. Johnson", will be the downfall of your organization. I respect how much money and energy it takes to draw in a new customer, its so counterproductive to have employees like this, interacting with good existing customers, that will drive your clients to competitors. Please review the calls, they're shocking. Email me for my account number at Vonage.

Review: I am in the United States Army currently stationed in [redacted] Prior to this I was stationed in [redacted] and I had Vonage phone service in my residence there. I had a reporting date to [redacted] of May 2013 so I suspended my Vonage account in April. At this time Vonage failed to inform me that my account would be automatically re-activated after 5 months. Vonage re-activated my account in October and they have since taken $116.13.My wife contacted them in reference to re-activating our account without our consent and taking the payment from us for services we were not using. Vonage's response to my wife was, "It is not our policy to refund money". I find this unacceptable, it is flatout theivery! The Vonage website also advertises that their product comes with a money back guarantee so I would also consider this false advertising.Desired Settlement: I just want the $116.13 returned to me and to completely cancel my account with Vonage

Business

Response:

Vonage complaint reply [redacted] ([redacted])

Review: please see attached or caselinkDesired Settlement: please see attached or caselink

Review: I have attempted to cancel my services with this company several times. I have not used this service since moving on January 28th. When I tried to cancel at the end of January they offered me a free month. Then they started billing me in March. I called and attempted to re cancel. They told me if I canceled now I would owe the monthly bill. I have not used this service since January. In order to avoid the paying the monthly bill, I was told I have to remain active and they would credit my account. Even when they credited my account, I still owed something like $1.26. Again have not used or had this service connected since late January. I do not want my account to remain active and don't want to be charged for a service I am no using.

Account information below Dear [redacted],

We were unable to process the billing transaction for your BasicTalk account in the amount listed below.

BasicTalk Account: [redacted]

Amount Due: $13.02Desired Settlement: Cancel my account. Credit the entire amount for March Billing. I have had [redacted] since January 25th when I moved from Durham to [redacted]. There canceling policies are misleading and fraud.

Business

Response:

Attachedis the reply for complaint #[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I was never told I had to send a letter of authorization to cancel the service. I was told I could cancel it by phone. Faxing an authorization will cost me money. Why can't I call to cancel by April 2nd. I never received a contract from [redacted] telling me I had send a letter authorization to cancel. My next step is make a complaint to the ** Attorney General. My complaint should serve as your authorization to cancel my service. I would ever never signed up for this service if I knew it was this difficult to cancel. Let this serve as my authorization to cancel.

Regards,

Review: Processed over $80 in charges to my debit card on June 11, without my consent. Provided no service on that account vm and phone system disabled. tried to call to resolve issues with billing and got hung up on 4 differnet times. endded up cancelling my service after being a customer since 2005.Desired Settlement: I want my money back $80.60

Business

Response:

Attachedis the reply for complaint #[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Please reopen this complaint. Was not resolved! The Information that vonage provided was not correct. This account was opened in 2005 or 2006. This is my second account. They had to reactivate my phone number [redacted] under a new home acct. because their system cancelled my account due to my credit card expiring. This company will not make phone calls or send out a mailing for notification that bill is not able to be collected. Also, ask vonage for any notification or proof that my phone was working. My phone did not make one single phone call, even the voice mail function was not properly reporting. How can I be charged per month when the system clearly wasn't operable due to their faulty way of doing business once the credit card wasn't able to be charged.

Review: My service was disconnected in July due to a non-payment. This was caused from having to change debit cards as the other one was stolen. Service was no longer available after the middle of July. Basic Talk has continued to bill me for services NOT provided. I spoke to customer service rep, who said that I am still required to pay for these services that were NOT provided, and even admitted in the chat log that my service was disconnected, but they considered my account "active" and therefor billable. Basically, this company is billing me for providing me for nothing, and is holding their hand out expecting free money for doing nothing.

Vonage owns Basic Talk, and therefor is responsible for its actions of its business.Desired Settlement: Get rid of this billing for services NOT provided.

Business

Response:

Attachedis the reply for complaint #[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Service was not useable. I was not able to receive calls, nor make calls. Service was suspended. I will not pay full price for services not provided. Service was suspended FULLY 5 days after payment was not received by BasicTalk.

Regards,

Abe L

Business

Response:

Attachedis the reply for complaint [redacted] - Rebutal [redacted]

Review: I purchased World Voyage to call my husband in [redacted]. I called once for 30 minutes then the next night I could not log into my vonage account online or on the mobile app. I tried to reach voyage immediately. I encountered an automated system that rerouted me to a FRAUD Dept at 11pm, there was no one speak with but I left two messages anyway. The account was disconnected and voyage NEVER called or emailed me. I called and messaged customer service consistently over 18 hours and received no explanation of why my service was tagged as fraud or why it was suspended. The technical department said the account was disconnected but I could BUY A NEW account; I refused because why pay twice for SILENCE? This was horribly frustrating as voyage had FULL ACCESS to my checking account and I had NO ACCESS to my husband or voyage. HORRIBLE & fraudulent experienceDesired Settlement: I would like a full refund for my aggravation. I had to spend money on phone cards and con act voyage incessantly for 18+ to NO AVAIL; no resolution to explanation - except to buy more products.

Business

Response:

Attachedis 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: My father-in-law has a Vonage account and has entered into voluntary conservatorship due to being scammed over the internet. The Attorney General of [redacted] has a case relating this person and the scammed being perpetrated. We are attempting to close this Vonage account but the company is not working with us and will not pass us to their legal department to close this account. Thus, they are effectively assisting the scammers to defraud an elderly person in [redacted].Desired Settlement: Closure of the account.

Business

Response:

Attachedis the reply for complaint #[redacted]