Canada-Complaints.com » Telecommunications » Complaint / review: Vonage - Poor Service and Unfair billing practices | #9106

Vonage
Poor Service and Unfair billing practices

I used Vonage from 2005 until 2010. But in July 2010 I had to cancel their services when my softphone line couldn't be accessed online. Many discussions with their Tech support could not solve the problem and they told me the problem would be solved within 2 weeks. 2 weeks! I ran a home business through that line and couldn't miss an hour let alone 2 weeks without losing thousands of dollars and in the meantime I had to pay for this service. I ended up canceling my vonage services. it was ludicrous that they found it acceptable for me to wait up to 2 weeks for a phone service i was paying for in order to have access to it again. I had to cancel my service and went elsewhere to a free voip service. I have found the the free voip service is similar in quality and it's free! I can do whatever I did on my previous vonage line. In September 2010 I received a notification for a bill that seemed to be the soft phone line that I had canceled with vonage. I called and they told me it was a bill for a softphone line that I had called to cancel in January 2007 and they continued to bill me until September 2010 even though i did not use the line since January 2007. I called to complain and they gave me no refund because they said i had agreed to a "6 month hold on the account" so that I could avoid a disconnection fee. Not only do I not recall any such agreement but they refused to reimburse a customer one penny for a line he did not use for almost 4 years because i had presumed it would have been cancelled after the 6 months. on the vonage email receipts they send you each month they do not write which phone number it is for. So it is difficult to determine what you are being billed for exactly especially if it is for an account you had thought was canceled and had forgotten all the passwords and usernames and even the actual phone number itself. I had presumed all this time that the separate bill i was getting from vonage was for the softphone line that i used up until July 2010 but shockingly learned it was for a line that I had presumed was canceled long ago. They had been billing me and charged my credit card for 3 years and 8 months after I had called to cancel the phone line!!! I had mistaken their bills for one of my other lines (I had 3 in total when I canceled all my lines in July 2010). If vonage wrote the phone number for the billing like Bell does on the bill itself it would have saved me tons of money. "6 months to hold an account to avoid a disconnection fee" is just long enough to forget about the account itself and forget to make that call to cancel the account once and for all. vonage initially agreed to give me a one year credit but when it was escalated to their executive department they offered no reimbursement. User Beware of Vonage!

Date:

Company: Vonage

Country: Canada   Province: Ontario

Category: Telecommunications

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