Complaint against VONAGE services.

Date: Tuesday, September 25, 2007

Dear Sir or Madam:

About 3 months ago, I decided to go sign up for a Vonage account, for my

mother and sister who live together about 300miles away from me. I had an

offer of 2 months free trial and I wanted to have a landline from where they

could make international call for a better rate. My experience with Vonage

has been horrendous. To begin with, it took them almost one month to

provision my telephone on the modem that they sent. I used to wait for hours

together. The customer representative could never understand what I was

saying and I had to repeat everything twice. After getting over the ordeal

of having my service provisioned, after loosing the first free month, I had

anticipated the service to be bad, and later decided to cancel my account.

Moreover I had also lost my evaluation period of their service. When I had

called up Vonage, after a long wait and burning out my cell phone minutes, I

eventually got the Account Manager on the phone. I told them that I wanted

to discontinue my account because of their poor customer service. The

manager insisted me to take in one more free month for evaluation and

promised that everything will be fine. I accepted the courtesy offer by the

account manager. I was still not satisfied with the service, because I

sporadically lost either my internet service or the telephone service. I

finally decided to have the service cancelled. Once again there was a long

chain of debates before I could talk to someone sensible enough at the

Vonage end to understand what I am going through. Once again I talked to

someone by the name of Mr. Greg and later with Mr. Erax. *They both listened

to my plight, and later said that they were sorry they could not do anything

about it*. More over I have been charged *$14.59*, which was supposed to be

free. When I asked for the credit, the account manager said that the State

tax on the purchase cannot be refunded, and then gave me a blur reason that

further nothing can be refunded. When I asked their billing department to

discontinue the service, they told me about the disconnection fee of *$39.99

* all of a sudden. When I argued on the charge, the manager said that I

should not have accepted the courtesy offer, which pushed me out of the 60

days trial period. I was told that the 60 day trial period was extended.

Today I got an email from Vonage stating that there will be a charge of *

$79.99*. [ATTACHED]

This is a very rude way of them ripping of customers in a very wrong way;

sometimes they put it as a fees, sometimes as their changing and/or confused

company policy. I feel that Vonage is totally unprofessional as a service

provider. I tried to contact BBB (Best Business Bureau), to report this. You

will definitely be surprised to see the number of complains registered with

BBB against Vonage.

"I do not want to deal with Vonage anymore [.]"