Udate on my Vonage situation ! UNBELIEVABLE !!

Posted Sat April 21, 2007 12:00 pm, by Rita S. written to Vonage

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Update on my Vonage Situation. After I figured out the email address of the CEO of Vonage. I sent him some of my emails. The next day I got a call from them on my cell. I was at the hospital waiting for my husband to come out of surgery. Did not matter to them. Man named ***** said he was going to talk to his Cust. Ser. Dept and then they would talk to me and get service disconnected. Said he could not do it himself but I should not have any problem after he got through talking to the rep for me first. Ok, so I waited. Then on came a different rep. A guy this time. But he gave me a hard time once again. Unbelievable. Wanted to know if I had made an APPOINTMENT with one of their experts to come out to my house. Never knew that was an option. Never offered before. But by now I do not want the crap no matter what they do. After all the time I have spent with tech support and fooling with their shoddy vonage box I am sick of it all. Tired of not having computers because their box has not decided to reset itself yet. Enough! No more anything. Just cancel the service. His answer. No. He went into this spill about how I needed to try this and that, make appointments with some specialist, and once again how he was going to have to charge me a big disconnection fee, more fees, yada, yada, yada. Told him to just cancel and stop using up all my cell minutes please. Didn't matter. Told him my husband was back from surgery (he came back in the middle of all this and thought something was really wrong, got freaked out) and to cancel and I had to go. Didn't matter to him. Just kept on insisting I give him a new credit card number so he can charge me for more crap that does not work. Guess they have figured out by now that I have canceled the other card. Looked on the website later on that night. Guess what. They still have not canceled the service. What a shock. I am talking to an attorney. I have made up my mind that I will spend money to show them that they cannot do people this way. I hope I can sue them. They have harassed me all the past week even though I told them more than once that we are a Va Tech family, (we are hurting deeply)and need to be focusing on other things right now and would they please just cancel the account. They could not care less. They had the nerve to send me an email the following day for me to rate their customer service. Can you believe it? I have never had this type of experience with a company of any kind before. But I have researched it on here and there are plenty more out there that they are treating the same way. It seems to me they may have told their reps to keep all accounts active no matter what or be fired. No wonder they are going under in their court battle. Please let me know of who I can email. Sites I can complain on, etc. I am looking but sure you other customers out there know of some I won't find. I may be slow because of all that has happened this past week but I will eventually get around to writing everybody about Vonage. Oh, by the way I have a daughter that is pregnant and due any minute. The thought just crossed my mind. The next thing is they are going to call me up when I am with her, watching my grandbaby come into the world. I can hear em now. Doesn't matter! We want your charge card number. Give us more of your money. Have you tried this? Hold on, let me connect you here, no there, no hold on, yes, same crapp over and over, Yada, yada yada. I have decided to NOT take my cell phone with me when my grandbaby is born. Is this unbelievable or what? Has anyone out there ever ran across such rude pains in the ass? If you want to send me an email as to how to deal with them please do so through this site. I will appreciate it. They act as if losing one customer is going to break them. I have never seen anything like it. Leaches. Hanging on for deal life. I do not usually get mean back on something like this. I usually just shut up and go on. But this time I am going to fight back. I need names of who to complain to and places to complain to. Anybody official will be great. So help me out here. If they are doing enough people like this then maybe we should all raise enough hell to shut em down. Is that possible? I used to work for a national organization and dealt with the public. I would have lost my job in a heartbeat if I had acted anything like that. But with them it seems standard practice. They love you if they are getting your money but God help you if you want to stop giving it to them. Help me out here folks. Names, places, etc. How do I raise the most ruckus and get people not to be taken through the hell I have been through?
And get this. The phone number they are calling me from is a land line.I looked it up. They don't even use their own stinking mess. They called me from a land line. Ha!

Teach your reps good customer service. Be respectful of your customers even if they want to disconnect it. Treat people with dignity and respect. After all they are your bread and butter in the long run. If your product does not work for someone, do something about it. Don't try to push it down our throats just to get your money. Put the truth on your website about when customer service is available. It is not 24/7 as you say. It is only 8 - 8 Mon. thru Fri. Tech support only is available 24/7. And of course someone to take an order for new customer sign ups. And last but not least CANCEL MY SERVICE. PLEASE. CANCEL MY SERVICE AND MY ACCOUNT AND WHATEVER ELSE YOU CALL IT. JUST CANCEL IT. I WANT NO MORE TO DO WITH YOU. TIRED OF YOUR GAMES. YOUR TRICKY WORDING AND RUN A ROUND WAY OF KEEPING ME ON MY CELL PHONE ALL DAY FOOLING WITH YOU OVER THIS. JUST SIMPLY CANCEL MY SERVICE.

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Re: Udate on my Vonage situation ! UNBELIEVABLE !! by trista Posted Mon April 23, 2007 @ 9:17 PM I realise that things are extremely hard for you right now, and I do empathise. However.... The purpose of a complaint letter is not to demand sympathy from the company it is sent to, but to inform them of a problem, and request rectification of said problem. Unfortunately, your very valid complaint gets lost amongst tales of your personal problems, angry rants, and yelling. Remember that Vonage should cancel your service because you've *requested* that they do it--not because you and your family are enduring extraordinary circumstances. I suggest a very thorough re-write of this (and the previous) letter. Mention only what is relevant to your issue with Vonage, and keep it professional--even if they have not. Emotionally charged letters are great for blowing off steam, but get poor results from many companies. That being said, I wish you luck in solving this issue; I hope your husband recovers well; I wish your family peace; and I congratulate you on your soon-to-be grandchild. :) Reply