Complaint / review / scam report
Customer Service

I have had a HORRIBLE experience with Vonage customer service. I have had an account with them for 11 months, and never signed an agreement for a year's term. When I called up to cancel my account as I am moving to another country, the customer service rep that I spoke with did everything in his power to get me to keep the service, and informed me that I would have to pay a cancellation fee of 24 pounds. When I got off the phone (service not yet cancelled) I felt manipulated and frustrated.

Two days later, I called again to cancel my service. This time, the rep that I spoke with was not as pushy, and agreed to cancel my service immediately (which is not what I had asked for). However she never mentioned the cancellation charge. When I asked her about it, she admitted that there would be a cancellation charge, at which point I told her that I was not willing to pay a cancellation charge when I had never signed up for a year's term, and that I would like to speak to her manager.

After 15 minutes of waiting on hold, I got through to a manager, who tried to tell me that I only had two options - cancel my service that minute, and pay the cancellation charge, or CALL BACK the day before one year of service. I tried to explain to him that these options were not acceptable to me - I wanted to be able to set the date of the cancellation in advance, and not have to call yet again. He continued to repeat the same script - these are your only two options. Eventually, I lost my patience and started yelling at him that it was unreasonable for them to tell me that I had to call back on a later date to cancel my service when I had already called twice. He finally agreed to put a note on the system to cancel my service on the date requested, but said that he could not guarantee that my service would actually be cancelled. This is insane.

I would advise avoiding Vonage based on their customer service alone! They are deceitful and find ways to wring money out of you that has nothing to do with the service they provide. (which to be perfectly honest, is only so-so. It's inexpensive but people on the other end of the line often have difficulty hearing and/or understanding you.)
Author: gink_and_dorrie

Offender: Vonage

Country: United Kingdom   Region: England   City: Reading

Category: Telecommunications


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