Dispute of the Vonage Disconnect Fee

Posted Wed July 1, 2009 12:00 pm, by gina cleo b. written to Vonage

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Been a customer since Oct 2007. Things were always good. Then cable internet provider insisted they needed to change out my modem model. Despite repeated attempts to troubleshoot using vonage online help as well as phone support, unable to get phone to work again. Calls were broken up or those on other end simply could not hear me and fax no longer worked. After 6 plus months of friends complaining, I called vonage to cancel account. Could not cancel online WITH AN INTERNET COMPANY!!!! Had to wait until Monday to CALL customer service. They informed me that I would be charged $39.99 disconnect fee because I was cancelling before 2 year contract expired. I was never informed I had signed up for a 2 year contract. I had cancelled a 2nd number some months ago but had never been told of the 2 year contract terms. Then, the agent pressured me to have tech person come to my house to troubleshoot but they were only available weekdays and that meant I had to take a day off work to be there. Unacceptable. Then they offered to have phone Advanced Support call me to troubleshoot. Again, they only work weekdays and that meant another day off work. Unacceptable. I was a good customer for over 18 months..it was not my fault we could not get the phone to work so to charge me to disconnect was obnoxious and really turned me off to the company.When I suggested good customer service would be to waive the fee, I was told they could not but I would have to SNAIL MAIL a request to some office in NJ. Clearly, these tactics are intended to discourage customers from disconnecting or challenging the fee. It is the worst strong arming I have seen in a long time.

Refund the $39.99 disconnect fee.

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Re: Dispute of the Vonage Disconnect Fee by MUNYEE Posted Wed September 30, 2009 @ 3:51 PM hello my name is i am dispute my bill from october of 2008 thru september of 2009.my phone service was cut by my wife for no payment i call to cancel the service in oct/08 but i was still been billfrom my checking acct from fairwind credit.i was a good customer for two month but it came to and end .Iwould like to get a full refund of the money that was take from checking acct please asap.my acct Reply My, how times have changed by Donno Posted Thu July 2, 2009 @ 1:59 PM Have to pick up the TELEPHONE to change service? Be present for service on a WEEKDAY? Outlandish. The tech should be able to service this problem using his Blackberry, working out of his own home. What is Vonage thinking, this is 2009 after all. Reply Re: Dispute of the Vonage Disconnect Fee by Chadg Posted Thu July 2, 2009 @ 8:41 AM at least its only 40 dollars, most cell phone plans charge between 150 and 200 to leave early Reply Re: Dispute of the Vonage Disconnect Fee by Retail Veteran Posted Wed July 1, 2009 @ 11:27 PM Why did your cable internet provider change out your modem? It sound to me that they caused this problem and that the new modem is not compatible with Vonage. It may be a ploy by your internet provider to get you to sign up for their cable phone service. If your previous modem was working fine, why did they have to switch it out? Was it no longer going to be compatible with their service? As for the disconnect fee, I'm sure it is in the fine print of the contract you signed when you initially started the Vonage service. You are within your right to ask that it be waived but it doesn't look like they are willing to do so. You might be better off paying the fee and moving on to a different phone service. Reply