Please Help Vonage is a rip off nightmare that never ends!!

Please Help Vonage is a rip off nightmare that never ends

I am still waiting for the remaining part of my refund! A total of $210.18

A F Poggio

In relation to account numbers: 1004365878 and 1004375688

Summary:

June 19- I was contacted by Vonage after their sales pitch. I explained that I needed to transfer 2 phone numbers and a ring master (Basically 2 lines). I was told my numbers could not be transferred, and I declined the service. I was contacted again, and asked to try it with Vonage assigned numbers including a 30 day money back guarantee with nothing to lose and great monthly savings…total set up fee 2 charges of 9.99 each for a total of $19.98. What they actually took out of my account are the following amounts:

6-19- $9.95 Out of my account

6-20- $21.08 Out of my account

6-21- $9.95 Out of my account

6-22- $1.02 Out of my account

6-26- Became aware that my numbers were transferable thanks to their own website, and that I had been mislead in the original sales call. I called Vonage to rectify the situation, and they said no problem that they would transfer my original numbers. Received 2 devices via DHL, and it was supposed to be only 1 device. Went online to check my checking account and discovered the fees mentioned above in addition to:

6-26- $9.99 Out of my account

6-26- $0.73 Out of my account

6-26- $57.39 Out of my account

All amounts to $110.10 as opposed to $19.98 so $90.12 was taken out without my permission.

Called Vonage back on 6-26 to cancel account, get all my money back and requested instructions to return equipment and cancel service. I relayed the entire situation about the money being taken out without my permission and was told that it was because I had 2 accounts and six lines and that a 3rd device was on its way! I told Vonage that I never ordered that many lines nor 3 devices nor 2 accounts. I was given the run around about the cancellation. I was told that the department that handles cancellations was not answering. They kept putting me on hold and after a long wait was told that they were already closed and to please to call back tomorrow. This nonsense went on until June 30th. On this day, I was finally told that the name of the department to contact is Account Management, and that they are the only ones that can fulfill my cancellation and refund request. I was given their contact number 1-800-860-5491, and informed they are only open M-F 9am to 5pm EST. At this department, I encountered the same story about being able to speak with someone. I finally got a hold of an account manager on July 17.

July 17- He proceeded to process my cancellation and refund. He told me that every single fee was going to be refunded as soon as Vonage got all of its equipment back, because my request was within the 30 day money back guarantee. He also informed me of a $39.99 charge he was going to place to my credit card to ensure that Vonage gets the devices back because a lot of people cancel, get their money back, but do not return the equipment. He explained that this amount was going to be refunded in addition to the $110.10 for a total refund of $150.09. I reluctantly agreed to it since they already have $110.10 of my money. He proceeded to give me return authorization numbers for both accounts and asked me to place them inside the original boxes and send them back. He told me that as soon as Vonage received them it would take 2 to 3 business days for me to get my money back. I did everything he requested immediately. I even drove to the DHL location by Miami International Airport where DHL took the boxes.

7-20- The credit card that I used for Vonage is linked to my checking account, so I went online three days later on 7-20 to check if a credit has been issued. To my astonishment Vonage, on 7-17, the day that the $39.99 charge that I agreed to was supposed to come out, was not there. What was there were 2 different charges:

7-17 $199.96 Out of my account

7-17 $79.98 Out of my account

For crying out loud…what is wrong with this company! Now they have taken out of my account $390.05 for something that was sold to me on a trial basis with full money back guarantee. In addition, I only approved $19.88 and $39.99 with the understanding that it was going to be refunded. They have taken an additional $330.18 out of my account without my permission, set up 2 accounts with 6 lines without my consent, and shipped me 3 devices as opposed to only 1.

I was fuming. I called the account management number 1-800-860-5491 on the same date 7-20, and, guess what, now that number is no longer a valid number. It directs you to dial the original nightmare customer service number 1-866-243-4357. So I called and spoke with someone in billing, who told me that they got the devices, but that it was going to take a few more days to get my money back, and that she had no explanation as to why more money was taken out, but that $79.98 was going to be put back!! I want all of my money back! They have their devices. I never used their service, and I am under 30 days. She said that is all that could be done for now, and I needed to wait. Well, I went through this until 7-26 when I saw the following money back into my account:

7-26 $49.94

7-26 $49.94

For a total of $99.88 plus the $79.99 deposited back on 7-17 for a grand total of $179.87

So, they still owe me $210.18. I am at my wits end. I called them back. I got a person in the billing department telling me that I was lucky to get the amount of money that I got back already, and that I was not entitled to additional refunds.

I am only entitled to receive money back during the first 30 days for one account and one line and that they even have the right to refuse! I told her this was news to me. I did not sign up through their website, and I had spoken to their sales department on the phone. So, I had to go through the whole story again, explaining how the second account and additional lines were created by Vonage on their own accord without my knowledge. She did not care, basically told me that what I was telling her is not correct, and referred me to the website again. Well, I was sitting at my computer, so I opened up the site and looked at what she was referring to. For your convenience, I have copied and pasted it here.

http://www.vonage.com/help.php?article=398

Does Vonage have a Money Back Guarantee?

There's no risk to trying Vonage service. Our hassle-free Money Back Guarantee policy guarantees your satisfaction. If for any reason you wish to cancel service within 30 days of purchase, we'll refund your money with no questions asked.

Terms of Money Back Guarantee:

* You must cancel your service within 30 days of the activation of your account.

* You must not exceed 250 minutes of usage in the first 30 days of service.

* If you exceed 250 minutes, you will not be refunded for the first month of service.

* You must return your equipment within 14 days of your cancellation.

* You are responsible for any charges for overage, international or directory assistance calls.

* All returned equipment must be in the original packaging with the UPC or bar code intact.

* All components, manuals and registration card(s) must be included.

* The Money Back Guarantee will not be issued if you fail to meet these requirements.

As you can see this has been a nightmare and I demand my remaining balance of $210.18 back!

Here are the return authorization numbers that Vonage gave me:

Account Number: 1004365878

Name on Account: AF Poggio

Return Authorization: 8NW0T85VER

For Device: Mac# 0017EE015ED3

Account Number: 1004365878

Name on Account: AF Poggio

Return Authorization: 8NW0T85VER

For Device: Mac # 0017EE032389

Account Number: 100gggg

Name on Account: AF Poggio

Return Authorization: 514N6gggg

For 1 Device: Mac # 0017EE012EA5

Thank you

Comment On This

Don't feel bad. They ripped me off for over $400.00. I couldn't use their equipment ($90.00) and returned it, said I can't use it in this state!

My daughter was in hospital, I was out of state for over 3 months.

Vonage was charging my credit card $38.00, then $39.00 etc. When I returned I was astounded, tried to find someone who spoke English. One woman said I would get $390.00 returned. When I did not get the money, I called again. Man told me, you are not getting any money!

I never used the service, returned the equipment and was charged for it!

It is a sickening thing to know you've been taken!

Comment On This

They did the same to me. I cancelled the service in April of 2007. THEY DID NOT CHARGE MY DEBIT CARD IN MAY, JUNE OR JULY, so I thought everything was OK as my debit card expired on May 31, 2007. Was I in for a supprise. On August 6, 2007 I got a call from the savings and loan that the check I had written for my home mortgage had been returned NSF. Upon calling the bank I learned that VONAGE had charged my EXPIRED DEBIT CARD FOR 3 MONTHS OF SERVICE. I filed a charge back and the bank replaces the funds. At the end of September Vonage recharged my card and sent the bank documents dated Sept. 26, 2007 that now showed the NEW EXPIRATION date for my card claiming that I had never cancelled the service (even though I have the phone call with vonage on tape).(? How did they get this???) When I CALLED THE PROCESSING COMPANY THAT VONAGE USES THEY WERE EXTREMELY RUDE AND TOLD ME THAT MY BANK HAD NO RIGHTS TO HAVE LET ME SEE THOSE DOCUMENTS. WHY IT'S MY ACCOUNT AND MONEY. MY BANK THEN TOLD ME TO SUCK IT UP AND ACCEPT IT AS THEY WHERE NOT GOING TO DO ANYTHING MORE FOR ME. I told the bank president that because I am a merchant that accepted credit cards I understood the rules of credit card acceptance and that what VONAGE WAS DOING WAS NOT ALLOWED BY THE CREDIT CARD ACCEPATNCE CONTRACTS. I EVEN THREW THE 500 PAGE MANUAL THAT DETAILS CHARGEBACK PROCEDURES ON HIS DESK AND TOLD HIM TO READ IT. ALL THAT I GOT WAS THE SUCK IT UP STATEMENT. WELL that was All I was going to take I had been a customer since that bank had originally openned and now I was done and gone.

Comment On This

I am going through the same thing right now. I am LIVID! I had to cancel my debit card so they would stop billing me after I switched service within the given time. I called and heard the same thing from several people who could barely speak english. I hung up on several of them. I think we are within our rights to pursue a national lawsuit. I intend to if they F with me. I will write a column on Vonage that will bring a little peace of mind to us all.

( 2 months later)

I just received an email from vonage wondering why they can't access my bank account for their monthly fee. I have a confirmation letter from the company I switched to with the date they cancelled my vonage account transfered my vonage # to my new company. I have had many arguments with a number of people. About 20% of the conversations were even understandable as none of these people can speak/understand English. Every one of these times I have stressed that I no longer want the vonage service. Why do they think they can still bill me? The rediculous thing is that in the end they will have paid more to their so-called customer service reps in hourly wages than what they will never get out of me.