Vonage Promotional Offers

Never ever agree to any promotional offer from Vonage without getting something in writing!!! I accepted an offer for a second line for my fax for two free months and was told that the regular cost of $9.98 per mo. would be waived. At first I refused because I felt that they would stick the charge on my account afterwards without getting my permission, but I was assured this would not happen. The salesperson said that I would be emailed and could then decide whether or not I wanted to continue with the service. I kept trying to use my fax but my success rate was spotty. After the two months had passed, I was charged -- not $9.98 but $24.99! And, I was never notified! It took two days of calling and four customer service representatives before I found out that the fax line did not work properly because it was not a "dedicated fax line." Each representative, however, agreed that I had been overcharged and told me that someone in Accounts could rectify the problem. Finally I reached “Mel” who was a Supervisor in the Accounts department. He refused to believe that a Vonage salesperson had told me I would be contacted when the promotional period was over. He also said that I had been given a phone line for $24.99 a mo. NOT a fax line for $9.98 and I owed the company $24.99. I told him he could look at my usage and see that I had so few calls compared to my regular phone line (which had an overage) that it was obvious that I was not using the second line as a phone line. He said he would not remove the charge under any circumstances and when I threatened to cancel my service, he told me to go ahead and do it. Vonage might make an effort to gain customers but they make no effort to keep them.

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