"I will NOT be contacting Vonage again for phone service!"

Posted Fri December 8, 2006 12:00 pm, by Jillian A. written to Vonage

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Cancellation of Service

When my husband and I ordered Vonage service for our phone, we were instructed by the representative that it would be compatible with our Internet connection. Unfortunately, due to the fact that we had satellite service, it was not and the quality was very poor.

At that time, after discussing this situation with both Technical Support and Account Management, I was instructed that I would be permitted to cancel my service and get my money back. However, I was not going to be able to cancel my service with Vonage until AT&T had completed the "win-back" of our telephone number. This took nearly 3 1/2 weeks as both companies had to be in agreement on the timing so we didn't lose our number.

On 10/17/2006, at 5:55 pm, I spoke with Richard and he indicated that he was extending my money-back guarantee so that I would still be allowed to have my money refunded when I returned the equipment. Unfortunately, at the time, he did not credit me the 2nd month's service fee. Which, I have now been told, is going to result in my not be allowed to receive the full credit for the equipment that I returned on 11/21/2006.

I could NOT use the Vonage service, despite what I was told when I initally called Customer Service. I was never able to use the service and yet am now forced to pay for 2 months of service, as well as for the device.

I am furious at the outcome of this and even more furious at the response I've received from the Customer Service Department. When I requested to speak with a supervisor, I was told that I had reached the highest level with Account Management and that there was no one else who could assist me.

I want to be credited the full amount of the device that I returned - $43.80. I want the outstanding balance due for the 2nd month of service - $31.91 to be credited back.

I have spoken with Vonage 11 times an NO ONE, before tonight, ever indicated that this was going to be the result. I was constantly assured that my money would be refunded and I would be made whole. I am extremely disappointed that this hasn't ended in this manner.

If I change my Internet provider in the future, I will NOT be contacting Vonage again for phone service. I've learned my lesson. I'd rather pay too much with AT&T then to ever go through this again.

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I like this letter by Brennie Posted Sat December 9, 2006 @ 12:19 PM One question though, you stated the service wasn't compatible and that service was very poor but later you state that you weren't able to use it at all so which one is it? Also you might want to confirm that it was Vonage that dragged it out to 3 1/2 weeks and not AT&T. Reply I didn't get from the letter by jennyluvsgames Sun December 10, 2006 @ 7:57 AM Re: Did you happen to take note by Casmly Posted Sat December 9, 2006 @ 8:18 AM of anyone's name? You say that you were assured that you would be receiving a refund, by multiple departments, but you never mention a name. I always make sure that I write down a name in just such a case so that I won't be given a different answer later by a different person. You also indicate that you only received a "no" answer once. Is it possible that once you've had a chance to cool off you might be able to call back and speak with someone again and explain your situation again to get a "yes" answer once again? It's quite possible that you received someone that had no clue about the situation and has always been told "no refunds". Good luck, I do think you ultimately should get your refund. Reply