Vonage

Vonage

June 20, 2006

Hello,

I found your website via the yahoo search engine. I would like to know if in any way possible you would be able to help me. This is my situation. I purchased Vonage service over the phone on March 3, 2006. I explained to the customer service representative that I was going to be moving overseas being that my husband is active duty and we were being stationed in Spain. The operator assured me that the service would work "anywhere in the world, as long as you have an internet connection and your router." Therefore I went ahead and ordered the service. I was told I would be receiving my router via

DHL within 2 business days. Having left the country 3 days later with no router, I called back home, which for me was California, had my mother 3-way me to the Vonage customer service department and explained to them that I had not received my router. I waited until another 2 business days and

called back in. I was told that somebody had called under my name, did not verify that they were me, and told them that I would be picking up my router in person rather than have it delivered. After calling Vonage and DSL and sorting through the confusion myself, I had to give specific driving directions to get to my shipping address. After finally having received the router I had my mother pay out of pocket to ship the router to me here overseas. I received my router and unfortunatley it was defective. I was not able to establish a dial tone. Once again I had my mother 3-way me to the customer service department. One time I was told that I would be getting a credit for 2 months of service and have a new router shipped to me. After not hearing from anybody from Vonage, I called in again, and was told that I

would be receiving no months of credit and no new router. I tried repeatedly to speak with a manager and was told that no manager was available. I explained that I was calling from overseas and was accruing phone charges, still no luck. I decided to try to get my problem resolved via e-mail. After

numerous e-mails back and forth with most of the e-mails from Vonage being the same, follow these installation directions, I had no luck. I was finally able to have a customer service representative call me back here in Spain, but did absolutley no good. I was still not able to establish a dial tone. I called in to Vonage on June 15, 2006 and was told that there was nothing they could do for me besides go over the same installation instructions I had done so many times already. I finally had no other choice but to disconnect my service. I was not offered any refunds whatsoever, nor did they waive the disconnection fee! I have never used a SINGLE MINUTE of Vonage service. I paid for my router, shipping, and 4 months of service, and a disconnection fee totalling $169.11, not including the $379.00 house phone bill I accrued calling them! I feel as though I have been cheated. I paid for a service that Vonage did not provide. I have saved all my e-mails and my phone bills, including my house phone. Please let me know if you can help me I would appreciate it so much.

Thank you in advance,

and thank you for your time,

Cassandra

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