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I currently have a complaint filed with the BBB. Below is my complaint and Vonage's response to this complaint (Due to the length of Vonage's 1st response, I have only included the 2nd response Vonage submitted to the BBB):

I have cancelled my Vonage service and was charged a total of $98.46. Breakdown as follows: Motorola VT2142RB Rebate Recovery $49.99 Disconnect Charge $39.99 Sales Tax and State fees: $ 8.48 First, I was not aware when I signed up for Vonage that I would be charged a fee if I cancelled my service before 1 year (June 1 would have been a full year with Vonage service). As far as I knew when I signed up, it was a month to month service that I could cancel at any time. I have look back though emails and other paperwork regarding my Vonage account and can find nothing stating that I would incur a charge for what Vonage calls "early termination". If I had known, I would not have cancelled this service one month prior to receving a full year's term with them. I feel that Vonage was not upfront about this policy. Second, I have no use for the Motorola equipment and requested an address that I could return this device and not be charged for it. I was told that there is no address to return the device and even if there was, I would still be charged the $49.99 even though I had returned it. Chris, the person I spoke with suggested that I should sell it! Why should I go through the hassle of selling something I should be able to return and not be charge for in the first place. I would expect to be charged for this equipment if I broke it or did not return it but the equipment is in excellent working condion and I am wanting to return it. I am very displeased at the cost I have been charged for cancelling my account with Vonage.

This is Vonage's response:

I am writing in response to the rebuttal received on behalf of Allison Costanzo, The complaint is in regard to the disconnection and rebate recovery fee charges. To elucidate, Ms. Costanzo agreed to the Terms of Service in its entirety. Vonage is not responsible for the manner in which Ms. Costanzo consents to her agreements. To simplify, if a customer agrees to our Terms of Service online by manually clicking the designated option, we have no reason to believe the customer did not in fact read the specified document provided.

That being said, Ms. Costanzo was charged the disconnection fee because she disconnected her account prior to the completion of two years of service; she was charged the rebate recovery fee (the rebate taken from us for the Vonage device when the account was activated) because she did not fulfill her 365 day rebate commitment period. Therefore, we decline to modify our earlier position.

I am confident that this information will be helpful in resolving this matter.

Sincerely,

Regulatory Response Team - Denise B.

I have NOT accepted Vonage's reply and am currently waiting on the BBB as to what to do next.

I have read only a handful of the 187 posted complaints against Vonage on this site. They are a difficult company to deal with and don't seem to care about their customers. I wonder if they have ever gotten repeat business? When companies make it easy to sign up and cancel their service, I have used that service more than once. But I will never again sign up with Vonage due to my negative experience leaving them.

Hopefully my story will help the next person and save them a whole bunch of hassles.

Comment On This

STAY AWAY FROM VONAGE !!!!

My complaints against them are for:

- False promises from sales & misrepresentation of the offer to try product.

- Unauthorized credit card charges

- Inappropriate behavior by customer service personnel

- Failure to provide invoice

- Bait & switch advertisement

Although I never had a contract or got service from them [I was paying my AT&T service all along] they illegally charged me for MONTHLY FEES [2x35.43= $70.86] & DISCONTINUATION FEES [$132.18].

I was told to try a box they send me for free trial [I paid $12 for S&H] to try to connect & if I can connect then to contact them for service initiation. IT FAIL to connect & decided not to use them.

-- I NEVER AGREED OR HAD A CONTRACT WITH VONAGE: I asked that they provide a contract signed by me.

-- I NEVER GOT CONNECTED TO THE VONAGE NETWORK & THEREFORE NEVER GOT A SERVICE BY VONAGE; even for a single connection or minute of service: All VONAGE representatives I talked with, admitted that this is true!!! CANNOT provide proof that provided any service [and for which phone #]

-- I NEVER GAVE VONAGE AUTHORIZATION TO TRANSFER MY PHONE NUMBER & SERVICE TO THEM FROM AT&T: Please provide any documentation if you have. The FCC Federal Communications requires that you have such proof in order to enact transfer & claim service!!!

-- I KEPT PAYING MY AT&T SERVICE AND I WAS GETTING SERVICE FROM AT&T: I have all the AT&T invoices that I paid for all the months

-- NEVER GOT A BILL FROM VONAGE OR EVEN A PHONE CALL: they simply illegally charged my credit card which obtained for the S&H charge of the trial device, by bait advertisement & mis-representation.

They ignore my complaints for credit & I will expect my credit card to recover. I will also contact FCC & BBB.

What they keep doing is unfair, ILLEGAL, against FCC regulations.

Again this company is not a BBB Accredited business [this business has a BBB Rating of B- ] since they do not resolve thousands of customer complaints.

STAY AWAY FROM VONAGE !!!!

Comment On This

Vonage and their surprise disconnect fee of 39.99. I have been a customer for almost 18 months and stopped my service today. When I called them last year to disconnect service, I was told that there would be a disconnect fee if I cancelled service earlier than one year, so I decided to wait. And today, after almost 18 months of service, when I called to disconnect, all of the sudden it's a two year committment - or I have to pay a disconnection fee. And their representative pointed me to their terms and conditions on THEIR website which I am sure they can conveniently change at any time. I even asked them if they would at least consider adjusting the one month charge that I have already paid for services I will not be using (from July 29th - Aug 29th) but they tell me they do not have a proration return policy. How very convenient for them and what an unethical company. While I was still on the phone with their representative, they charged my CC for the cancellation fee. I will definitely initiate a dispute through my credit card company in the next few days. I had two lines with Vonage and had the same issues when I cancelled my first line, but I disputed the first time and will do it again. Companies like these should not be allowed to go scotfree considering all their unethical practices.

Read more: http://www.consumeraffairs.com/cell_phones/vonage.html#ixzz0MsITFkKz