Vonage Billing/Cancellation Policies

I started my Vonage service on 4/10/05. Account # 1002804216

I called Vonage on 3/21/05 to cancel my service. After sitting on the

telephone for 45+ minutes, the rep on the other side told me that if I

cancelled at that time, I would incur a cancellation charge of $39.95. I

asked if she could trigger their system to cancel my Vonage account on the 1

year anniversary date. She said "No". She told me I needed to call back on

4/11/06/

So, I called the morning of 4/11/06 and spoke with Emmanuelle. He said that

I needed to call back tomorrow (4/12/06) so that the late charge would not

occur. I asked him if he was positive that this information was correct and

he confirmed. I explained to him about my prior phone call and that I did

not want to be charged the cancellation fee or for the upcoming month. He

said that it would not be a problem.

Meanwhile, it turns out that we were billed on the EARLY morning of 4/11

before we woke up ... before I made this second call to cancel.

So, I called again on 4/12/06 and spoke with Harold. He said that I was

billed for the current month (through 05/10/06) and that he could not

reverse the charges. He said that Emmanuelle probably didn't understand how

to cancel the account on that day correctly but it didn't matter because

once we've been billed, they cannot reverse the charges.

So, I asked if Harold if I cancelled 1 second BEFORE my 1 year anniversary,

would I be charged the cancellation fee? He said Yes. I asked if Harold

if I cancelled 1 second AFTER my 1 year anniversary, would I be charged the

Monthly fee? He said Yes.

All three representatives were robotic in their responses to me. None of

them would escalate the call to a supervisor or their boss. All three

talked in circles as if they were reading out of a guide.

I figure if they can take $15 from one million people, that's $15,000,000

added to their bottom line without much effort.

Jeff Jost

West Hills, CA